Jira SD (Project types (Service Desk: Allow customers to set requests on a…
Service Desk: Allow customers to set requests on a customized portal.
Header is always white, logo should not be completely white.
Text and banner color
Internal Service Desk
IT Service Desk
External Service Desk
Ways to access it
Service Request with Approvals
Can be grouped
Customer facing status
Name of the status
Automation: Perform actions in your service desk based on specific triggers and conditions
Actions and conditions
Action that triggers a notification
Assign Issue (This permission is mandatory for the Assignee field to work. The Assignee field is an optional hidden field and it automatically channels issues to certain team members.)
Customers can add attachments to their requests
Customers can access the project in the customer portal
Customers can comment on their requests.
Email requests: Messages sent to this address create new requests in the service desk.
Widget: Request forms that can be placed in other websites.
Satisfaction settings: Collect customer satisfaction feedback.
Service Level Agreements (SLAs)
Pause on: Events that may pause timer.
Start: Events that starts a timer.
Stop: Events that stop timer.
Auto-approve standard changes
After a standard change is created, this rule transitions the change through the 'Peer review / Change manager approval' stage to 'Planning'. It adds a customer-facing comment stating the approval was automated.
Auto-close after being resolved for 3 business days
After 3 business days of the resolution being set, auto-close issues unless the resolution is cleared. The condition and the 3 day limit are set in the 'Time to close after resolution' SLA.
Update when a linked issue changes
When the status of an issue changes, this rule will add a comment to its related issues. You can customize this to resolve related issues, change which issues are updated, and more.
Transition on comment
When a comment is added to an issue, this rule automatically transitions the issue so it's clear who it's waiting on.