18 October 2015 to 24 October 2015
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JIRA Service Desk 3.1.0-OD-01
Search smarter on the global Help Center
We've redesigned the Help Center to focus on what matters for the customer. Customers can now use the global Help Center to view popular service desks, and search for request types and knowledge base articles across all service desks they have access to. This means customers no longer have to remember whether they need to submit a request for a new laptop in the IT Service Desk or Purchasing Service Desk. Simply searching for "new laptop" will display the correct request type automatically:
The improved smart search algorithm learns from past requests, so if customers have previously raised hardware requests for a laptop and monitor, they can search for "laptop" or "monitor" in the future to find the hardware request type. As your customers create more requests, the search algorithm gets smarter!
Control pre-populated commenting
We recently released pre-populated commenting, a nifty feature enabled by default that saves agents time when responding to customers. Here's how a pre-populated comment appears when commenting on a service desk issue:
We've now added a setting that allows agents to disable pre-populated commenting. To change this setting in JIRA Service Desk, agents can select their avatar from the top right corner of the application window and choose Profile. In the new Service Desk preferences section of their profile, agents will see the option to turn off pre-populated commenting:
Keep on top of problem resolution
We've released a new automation blueprint that can be used to notify agents and customers about a core problem affecting the issues or incidents with which they're involved.
Consider an example of several customers who are unable to access the office network during an outage and submit requests to your team. Typically, agents working on these requests need to manually keep track of the network outage problem, so they can notify customers when it has been resolved. You can now save your agents time and improve problem resolution feedback by automating this workflow. In your service desk project, select Project administration > Automation and create a rule with the "Update incident when linked problem transitions" blueprint:
You can use simple WHEN, IF, and THEN statements to configure this rule. For example:
- The WHEN trigger starts when a problem linked to one or more issues is transitioned
- IF conditions check that the problem's status is now Resolved, and look for other issues linked to it with the "is caused by" link type
- THEN actions can transition the linked issues, notify specific users on linked issues, or update the linked issues with a comment about the resolved problem
Hints and tips are provided to guide you through the automation rule configuration. Go ahead and give it a whirl!
This is a bug-fix release and contains no new features for your JIRA applications.