JIRA Service Desk 3.12.x release notes

Release notes for earlier versions of Jira Service Management

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Read the upgrade notes for important info about this release and see the full list of issues resolved.  

Compatible applications

If you're looking for compatible JIRA applications, look no further:

Approving, minus the friction

Service desk agents love it when approvers are quick to action pending approvals, because it means they can get started on their work. But for approvers, visiting the customer portal to action requests can be a bit cumbersome.

Well approving just got easier! We’ve added two new variables to the approval notifications template. Approvers now get the full details of the request, plus approval buttons. Let's say a customer needs to book a last-minute flight that requires their manager's approval. They jump on the customer portal, fill out the request form, and the nominated approver receives this email.

The approver can see from the request details that they need to act fast, so they hit the Approve button, type their user credentials (if they aren't logged in already), the request is approved and everyone's happy. Now if that same approver had hit Decline instead, they'd be prompted to leave a comment and confirm their decision.

We think agents and approvers alike will be excited about this time saving feature. For more information, check out Approving a service project request.

Searching through versions with a wildcard

Searching through version fields with a wildcard was one of the most demanded features suggested by our users, and today we’re making it happen. Whether it’s 9, 9.1, or any other derivative you’re looking for, you can now find it with a simple query that uses the ~ operator and an asterisk to indicate the location of unknown characters (regardless of how many there are).

Let's say you’d like to find all issues within the 9.x line, your search query would look like this: fixVersion ~ “9.*”. Go ahead, try it out and bring some beauty to your queries. Learn more about the Advanced searching - operators reference.

Microsoft SQL Server 2016

We're welcoming another supported database to our family—Microsoft SQL Server 2016. Learn more about Connecting JIRA applications to SQL Server 2016.

Small improvements to make your day

  • Delimiters for CSV
    You can choose one of the four most commonly used delimiters when exporting your issues to CSV. These are comma, semicolon, vertical bar, and caret (this one: ^). If you’d like to try it out, just search for some issues in JIRA, and then hit Export > CSV in the top-right corner.
  • Disabling empty JQL queries
    When you use a filter with an empty JQL query, it will retrieve all possible issues which can have a serious impact on performance. To avoid that, we’ve added a global setting that lets you decide how an empty JQL query behaves: either returning all issues (like it is now), or no results at all. An empty JQL query in Queues, SLAs and Reports within JIRA Service Desk will continue to return all issues per project. Learn more about Configuring Jira application options.

Resolved issues


Our wonderful customers...

You play an important role in making JIRA Service Desk better. Thanks to everyone who participated in interviews with us, made suggestions, voted, and reported bugs!

Last modified on Dec 31, 2018

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