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  1. Jira Service Management Data Center
  2. JSDSERVER-98

Ability to communicate system outages or announcements through Service Desk

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      As a Service Desk employee it would be great to have the ability to create an information inside the service desk that a system is down.

      If a user call our phone hotline we can set a custom message if we have an general outage of a system.

      This option must be available for all service desk employees and not only for JIRA system / project administrators.

      The JIRA Announcement Banner is not an option for that.

      Atlassian Status as of 13 August 2015

      Hi everyone,
      Thanks so much for your votes and comments on this feature request.

      Even though we had no plans to put the work related to this feature on our short term roadmaps, the solution will be implemented as one of our team member’s "20% projects".

      Please let us know on which of the following you want us to focus on first?
      1) Announcement banner on Help Center
      2) Announcement banner per project

      Thanks for your patience and we hope you appreciate our open approach to feature requests.

      Regards,
      The JIRA Service Desk team

            [JSDSERVER-98] Ability to communicate system outages or announcements through Service Desk

            Martin Cleaver added a comment -

            Ok, well, I note I can put system-wide announcements on /servicedesk/customer/portals too.

            That doesn't help if users only view their own ticket, and if they interact via email.

             

            Martin Cleaver added a comment - Ok, well, I note I can put system-wide announcements on /servicedesk/customer/portals too. That doesn't help if users only view their own ticket, and if they interact via email.  

            Martin Cleaver added a comment -

            Is this only per-service desk? We have many desks: some outages affect everyone.

            Customers don't see the JIRA announcement banner and central admins need to announce to everyone.

            Martin Cleaver added a comment - Is this only per-service desk? We have many desks: some outages affect everyone. Customers don't see the JIRA announcement banner and central admins need to announce to everyone.

            Matthew McMahon (Inactive) added a comment -

            Hi dany.hanania

            This feature is available since 3.1.0 and greater, in Server.

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - Hi dany.hanania This feature is available since 3.1.0 and greater, in Server. Regards Matt

            Dany HANANIA added a comment -

            Hello,

            Is this feature available only for Cloud? Cannot seem to find this in the project portal settings or in JSD's application configuration.
            https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/jira-service-desk-announcements

            Thanks,

            Dany

            Dany HANANIA added a comment - Hello, Is this feature available only for Cloud? Cannot seem to find this in the project portal settings or in JSD's application configuration. https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/jira-service-desk-announcements Thanks, Dany

            Matthew McMahon (Inactive) added a comment -

            Hi Tim,

            I have created JSD-3277 and would appreciate any further input as to what scenarios you would expect to allow an agent to modify the announcement.

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - Hi Tim, I have created JSD-3277 and would appreciate any further input as to what scenarios you would expect to allow an agent to modify the announcement. Regards Matt

            Tim Eddelbüttel added a comment - - edited

            Hi Matt,

            i can raise a new issue but it is part of this request since i opened it So, did we need a new one?

            This option must be available for all service desk employees and not only for JIRA system / project administrators.

            Regards,
            Tim

            Tim Eddelbüttel added a comment - - edited Hi Matt, i can raise a new issue but it is part of this request since i opened it So, did we need a new one? This option must be available for all service desk employees and not only for JIRA system / project administrators. Regards, Tim

            Matthew McMahon (Inactive) added a comment -

            Hi Tim,

            Would you be able to raise that additional requirement as a new suggestion?

            But happy to hear that this first iteration should satisfy a lot of requirements

            Matt

            Matthew McMahon (Inactive) added a comment - Hi Tim, Would you be able to raise that additional requirement as a new suggestion? But happy to hear that this first iteration should satisfy a lot of requirements Matt

            Tim Eddelbüttel added a comment -

            Looks good https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/jira-service-desk-announcements

            One need in a 24/7 environment is that an agent have the permission to change the announcement. The project / team lead will be not in the office 24/7.

            Tim Eddelbüttel added a comment - Looks good https://confluence.atlassian.com/servicedeskcloud/blog/2016/01/jira-service-desk-announcements One need in a 24/7 environment is that an agent have the permission to change the announcement. The project / team lead will be not in the office 24/7.

            Morgan Heijdemann added a comment -

            Banner on Help Center would be best suited for us.

            Morgan Heijdemann added a comment - Banner on Help Center would be best suited for us.

            Yvan Le Texier added a comment -

            I'm also more interested by an announcement banner per project which could be set by a project admin.
            Maybe part of the Settings section of Service Desk

            Yvan Le Texier added a comment - I'm also more interested by an announcement banner per project which could be set by a project admin. Maybe part of the Settings section of Service Desk

              mmcmahon Matthew McMahon (Inactive)
              4e81381d415c Tim Eddelbüttel
              Votes:
              51 Vote for this issue
              Watchers:
              39 Start watching this issue

                Created:
                Updated:
                Resolved: