JIRA Service Desk 3.2.x release notes

23 August 2016

We’re happy to announce the release of JIRA Service Desk 3.2.0. It’s another major release focused on delivering some of the top voted suggestions from our customers. We know that these improvements can make a world of difference in saving your team time and we're excited to share them with you.

In this release, you can expect to see improvements for your customers. One-click approvals let your customers and their teams get to done faster. We also added the ability for customers to transition their own requests, and search for request types in a freshly redesigned portal.

3.2 also includes features designed to help your service desk team run more efficiently. Agents can now find and share related knowledge articles from issues. In the automation engine, webhooks open a world of possibilities for integrating with third-party applications. And, you can drill into specific data points in JIRA Service Desk reports, providing more insight into your service performance.

Finally, we're pleased to announce that JIRA Service Desk 3.x is now ITIL certified! To learn more, check out the best practices for IT teams.

We can't wait to see what everyone does with this latest release and we'd love to hear your feedback, so if you have any suggestions or comments, please feel free to let us know at jira.atlassian.com .

 

~ Edwin Wong
Group Product Manager, JIRA Service Desk

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Or upgrade your existing JIRA Service Desk application.

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Upgrade notes

JIRA Service Desk 3.2.0 includes JIRA platform changes. For the full list of changes for JIRA platform, see the JIRA 7.2.x platform release notes. 

Minimum upgrade version

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Add approvals to workflows

You can add an approval step to workflows so customers can choose approvers for their requests. For example, a customer who submits a request for a new laptop might need a manger to approve the purchase. 

Here's how it works:

1. A customer creates a request in the customer portal and chooses an approver
2. When the request transitions to the status that requires approval, JIRA Service Desk notifies the approver that there is a pending approval
3. In the customer portal, the approver approves or declines the request
4. The request moves to the next status in the workflow

When admins add an approval step to a workflow, they can add multiple approval steps, define a list of approvers, and choose what happens when the request is approved or declined. 

For more information and best practices for approvals, read about setting up approvals. 

 

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Transition requests from the portal

You can allow customers to resolve, reopen, or perform another transition on an issue from the portal. For example, if an agent shares a helpful knowledge base article with a customer, the customer can find their own solution to the problem and resolve the request. Or, if a request is resolved but the problem returns, the customer can reopen the original request instead of creating a new one.  Learn how to add transitions to the portal. 

 

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Silence notifications

If your customers are looking for a little peace and quiet: rejoice. Customers can now turn off notifications about requests from the portal or via email. 

 

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Solve issues faster with an integrated knowledge base

Creating and sharing knowledge is faster than ever in 3.2. We've integrating knowledge with issues so you can view suggested articles, search the knowledge base, and share articles - all from the same browser tab. 

 

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Share requests and remove participants

There are a couple of changes to how customers involve people in their requests. First, Add participants is now called Share on the customer portal. Second, customers can now remove participants from their requests.

 

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Send events to 3rd party applications

You can use automation rules to send Service Desk events to third-party applications and add-ons. For example, when you resolve an issue, you can push a status update to your CRM application. You can also trigger SMS alerts when a critical issue comes into the queue, or alert a remote application when an SLA is about to breach. 

To send events to third-party applications, add a webhook THEN action to an automation rule. Read more about how to add webhooks to your service desk.

 

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Trigger events for resolutions, approvals, and participants

You can create automation rules for the following scenarios:

• An issue changes resolution
• An approval is required
• A participant is added to a request
• An issue changes status
  
  

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Drill deeper into custom reports

We've enhanced reports in JIRA Service Desk to give you more insight into your customer interactions and the impact of your services. You can now click on data points in a report to see more details about what's going on in your project. If you want to analyze your data further, you can also export the results to a CSV file. 

 

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Navigate faster with quick links in the sidebar

We put some common tasks in the project sidebar so you can find them faster:

 

 

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Customize request type icons and more

You can now customize request types by uploading your own icons. We've also made it easier to work with request types: you can drag and drop groups to rearrange how they appear in the portal, and you can hide request types from the portal for debugging or sandboxing. If you have a lot of request types, we've made things easier for your customers, too: they can now search for request types in the portal.

 

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Explore and play with sample data

Want to try something new without affecting your queues? You can create a project with sample data to try new settings or explore new features. Learn how to create a sample project.

 

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Other improvements and updates

• Wiki markup such as tables, panels, and code blocks display in the customer portal. 
• Comments getting too long? You can strip quoted text from emailed replies. You can turn on this setting from  JIRA Administration > Applications > JIRA Service Desk > Email requests.
• Prepopulated greetings have been removed from the comments box. If you liked the pre-populated content, we recommend voting for ticket JSD-631 Auto reply template. This feature would allow you to create canned response templates and customize the pre-populated content.
• We've implemented a honeypot technique that helps prevent spambots from creating accounts on the customer portal when public signup is enabled.
  
  
  

For the full list, check out the Service Desk project on jira.atlassian.com.

 

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Resolved issues