JIRA Service Desk 2.0 Release Notes

Release notes for earlier versions of Jira Service Management

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This JIRA Service Desk release has reached its end of life. See End of life policy.

What's new

A new pricing model: pay by agents and free for your customers

Starting from September 9, 2014, JIRA Service Desk is available for purchase in a new pricing model: you pay for agents only and customers who submit requests are free. Read more...

We want to keep things simple for you. Existing customers who purchased the product before that date can stay with the original pricing; or, if you wish, renew under the new pricing model. To learn more about the difference and what will work best for you, check out New pricing model for JIRA Service Desk 2.0 FAQ.

A new channel for your customers to send in requests: email

Your customers can now open requests and communicate with your service team by working from their familiar email box.

With the email channel in place, it is now also possible to create requests in multiple service desks in one go. Just send an email to the email addresses associated with the service desks and a request will be created in each of them.


Streamlined menus

The menus have been streamlined in this version and here's a quick summary of the changes:

  1. The People tab is now the second menu from the left.
  2. We've added the Settings tab to group all the settings for your service desk together. The name and the introduction of a Customer Portal is now defined in the Portal settings section. The configuration of request types is managed in the Request types section.
  3. Look & Feel has been renamed to Theme and branding.
  4. It's now easier to view your Customer Portal. The link to it is available at the top of the service desk interface.

A new People tab

If you are on the new pricing, you'll notice that the People tab has got a new look too! More importantly, new functionalities are available as well. 

  • JIRA administrators can create user accounts for agents directly on the Agents page. Project administrators can add existing agents to their service desk. Read more...
  • You can now customize the access level for the Customer Portal so that it can be as open or restricted as needed. Read more...
  • Since customers do not need to be licensed any more, you have the choice to enable public signup for your service desk and ask your customers to sign up for accounts. Read more...

(This new People tab is only available in JIRA Service Desk on the new pricing model.)

One place to access multiple portals and requests

If you have multiple service desk projects running, e.g. an IT desk and an office administration desk, your customers now only need to remember one URL and can see the list of all the Customer Portals they have access to in one place.

  • The 5 requests that are most recently updated appear on the global customer portal by default. 
  • To check details and updates of other requests, use the My requests menu in the header. The number there indicates the number of open requests from all service desks. After clicking My requests, you will also get the option to filter requests by their status or search for a specific request.

The URL to the list of portals is: http://<computer_name_or_IP_address>:<HTTP_port_number>/jira/servicedesk/customer/portals

Auto-transitioning issues

If an issue's status is Waiting for support, when you respond to customers, the status will automatically change from Waiting for support to Waiting for customer.

Note: Customers will receive separate notification emails when a comment auto-transitions an issue, that is one for the comment and one for the status change.

SLA improvements

Managing SLA custom fields

Two more options for managing SLA data are now available for JIRA administrators.

  1. Set whether project administrators can create new SLA metric names
  2. Clean up unused custom fields


Color changes for the SLA tracker

The definition SLA tracker colors has changed a bit so that the use of gray and yellow is more consistent. 

Starting from this version, the SLA tracker will appear as gray when SLA has less than 1 hour remaining and yellow when the SLA has less than 30 minutes remaining regardless of the goal of the SLA. Previously the SLA tracker will show gray when the SLA has 30 minutes remaining and yellow when the SLA has 15 minutes remaining for SLA goals that are one hour or less. 


Easier access to help information

We've built more help information for service desk administrators into the user interface of JIRA Service Desk. When help is turned on, you can click See how and learn about the functionalities on a screen in more detail.

Fix list

See Issues resolved in JIRA Service Desk 2.0.

Upgrade information

See Upgrading to JIRA Service Desk 2.0

Last modified on Jan 5, 2019

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