JIRA Service Desk 3.4.x 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.

The JIRA Service Desk team is pleased to announce the release of JIRA Service Desk 3.4!

We're constantly working on features for you, our customers, and want to get them to you as soon as they're ready. With that in mind, we're now releasing JIRA Service Desk on a faster cadence. This means you'll need to make sure you're running compatible versions of all your JIRA applications. You can read more about the compatibility here.

In this release of JIRA Service Desk, we've updated the Service Desk project templates, making it easier for you to create the Service Desk project that suits your needs. We've also fixed some outstanding bugs and made a few minor tweaks to keep JIRA Service Desk working as efficiently as possible.

We hope that JIRA Service Desk 3.4 delivers a better experience for you, our customers, and if you've got any comments or suggestions, please feel free to send them directly to us in our JIRA instance.

Vidhu Sharma

JIRA Service Desk product manager

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Updated project templates

We updated the templates that come with JIRA Service Desk. When you create a new project, you'll get new configurations, workflows, request types – all sorts of goodies. Note that these templates will not affect any existing projects.

To create a new project using one of the new templates:

  1. Select Projects > Create project from the main navigation.
  2. Under Service Desk, select a template (more info on the new templates below!)
  3. Select Next.
  4. Give the project a name and select Submit.

Help external customers with the new customer service template

We added a new template aimed at helping you serve external customers. 

We set up the customer service template to help you collect feedback and resolve issues. It comes with pre-built request types so your customers can: 

  • report bugs
  • suggest new features
  • get technical or billing support

Customize ITSM workflows with the updated IT service desk template

Did you know JIRA Service Desk versions 3.0 and above are ITIL-certified by PinkVERIFY™ and AXELOS™? If your team is looking for IT service management (ITSM), check out our IT service desk template, updated with ITIL-informed workflows and request types.

Manage changes, incidents, problems and fulfil service requests using our updated workflows. Start with our lean template and adapt to the needs of your business.

Read more in our best practice guides.

Start small and grow big with the refined basic service desk template

HR, finance, legal, and other internal teams can also get the most out JIRA Service Desk. Check out our basic service desk template and handle requests of all kinds: from simple to complex, those that require approval, and more.

Internal IT teams who service basic requests (not necessarily a enterprise-sized IT infrastructure) might be interested in the basic template, too.

The template is stripped down and ready to be customized to your needs. You can add your own request types and workflows, and grow your service desk alongside your organization.

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Last modified on May 7, 2019

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