Details
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Suggestion
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Resolution: Low Engagement
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1
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Description
Situation
- use JIRA-Server for projects
- use JIRA Service Desk for central processes, IT operations, requests, etc.
- Users learn about JIRA and grow out of only using the portal
- JIRA users have a frustrating user experience as service desk customers / complain
- As we use Service Desk internally, I have to buy every license twice: JIRA + Agent
Problem
- JIRA users (as customers) need to use the portal to create requests
- JIRA users (as customers) need to use the portal to view their own requests, which breaks the UI / user experience. Need to see all tickets within one gui.
- JIRA users (as customers) can not modify their own requests.
- issue security can not use service desk fields (request participant), need automation plugin to sync values to custom fields (...)
- granting JIRA users (as customers) view permission in Service Desks makes them see internal comments by the agents / ops team and breaks confidentiality. Comment restictions are not available in SD. This is a show stopper for us.
Workaround
- Abandon Service Desk and try to implement features in vanilla JIRA / Confluence + Forms. Reinvent the wheel.
Suggestion
- Please improve the integration between SD and JIRA fields (issue security, etc.)
- Please allow JIRA users to view and create their Service Desk Tickets using regular JIRA methods
- Please allow JIRA users to modify their own Service Desk tickets
- Please implement JIRA's comment restrictions, so that JIRA users do not see internal comments from the agents
- Maybe find a suitable licensing scheme which involves (already licesed) JIRA users somehow
Thank you very much.
Best regards,
Martin