This article will include a list of future priorities and features that SSD would like to track and see implemented. Use this page to see what is coming and what may come, vote on issues and watch them in order to drive engagement on items SSD wants.
SSD Incidents, Bugs, and Feature requests
Below is a list of incidents, bugs, and feature requests in the SSD Atlassian environment. If you are also experiencing an issue related to one of these on this list. You do not need to create another incident. You may add a comment on one of the issues below and/or open the issue and click the Vote button on the top right-side panel above the status.
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Voting
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Remember, for feature suggestions, one of the decision criteria for Atlassian to work on a request is based on votes and customer engagement surrounding the issue. So please, vote, watch, and comment on the issues below. |
Login to your Jira account and click one of the URL’s below. Under the
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People section, click the Vote for this issue and the Start watching this issue links.
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You may also add comments to the issue to drive engagement.
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Atlassian Bugs and Features
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Jira Canned Responses
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SSD Issue Link | Solution | ||
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Ability to have condition to start, pause and stop SLA based on custom field value | Currently, there are a fix set of condition to start, pause and stop SLA. |
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Authenticated users can't access a Confluence Instance opened to anonymous access
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Expected Results - The user should be able to access the content, since it is publicly accessible.
Actual Results - The user can't access the content.
Workaround - Accessing the Instance using the incognito mode or logging out of the Atlassian account would work.
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https://jira.atlassian.com/browse/CONFCLOUD-72635
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Customer Request Type not visible on edit and create screen
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Ability to rename groups after they've synced to the organization from an identity provider. | Hi everyone, I am the Product Lead for Atlassian Access, and wanted to point out that we are working on delivering ID-6677, which is the foundation to enable us to work on this feature request itself. Thank you for your patience and feedback! |
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Provide a separate Outgoing Mail Server configuration for Service Desk
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As JIRA Service Desk administrator, I would like to use/specify a different email address compare to the one used by general JIRA.
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https://jira.atlassian.com/browse/JSDCLOUD-2075
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Ability to have condition to start, pause and stop SLA based on custom field value
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Ability to search for issues that were moved | Cannot search issues based on whether the issue was moved from one project to another: Moved = "True" or Moved ="False". It will be great if there is such a feature as this so as to help users find moved issues easier. |
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Resend customer satisfaction (CSAT) feedback for multiple times
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| Atlassian added this feature. 🥳 | ||||||||||
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Service Desk administrator, I would like to add multiple questions to CSAT feedback | Currently the CSAT functionality only provides 1 question, but it would be nice if we could add multiple questions with this feature. |
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Support mentions in Customer portal
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It is currently not possible to mention users in the customer portal. Although [~username] displays the user as mentioned, but it does not notify the intended user.
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https://jira.atlassian.com/browse/JSDCLOUD-8026
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Support Request type on Jira mobile and MacOS app (high priority for SSD)
When using the Jira app, we can edit some fields on tickets, but currently, the Request type can't be changed.
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Authenticated users can't access a Confluence Instance opened to anonymous access | Expected Results - The user should be able to access the content, since it is publicly accessible. Actual Results - The user can't access the content. Workaround - Accessing the Instance using the incognito mode or logging out of the Atlassian account would work. |
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Priority mapping between Opsgenie and Jira Service Management
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As a customer, I want to have priority mapping between Opsgenie and Jira Service Management (JSM). When alerts are created in Opsgenie with a particular priority, I want the corresponding tickets to be created in JSM with the same priority.
OG alerts -> JSM Integration -> JSM tickets.
I would also like to see this feature bidirectional so when creating a ticket in Jira Service Management it will correspond with the associated Opsgenie Alert. Currently, this will create a default P3 alert in Opsgenie and it requires manual intervention to tweak and automate this logic.
JSM tickets -> JSM Integration -> OG alerts
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Azure Integration for Insight Cloud | As a first step, we are planning to make the import APIs available on Forge in order to allow integrations for Insight Cloud to be built and distributed via Marketplace. From there we are also planning to build a number of integrations ourselves, and are continuing to review customer demand and impact. Unfortunately we aren’t in a position to share timelines just yet, but we will provide an update and ETA as soon as possible. |
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Forms (ProForma) not available in the Jira mobile app (high priority for SSD)
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| Atlassian added this feature. 🥳
Cannot embed attachments on customer response via transition | ||||||||||
Create a Linked Issue Screen | The notification issue is happening because the tickets are being created without a Request type. Allow me to share with you that, Jira Service Management requests must have a Request type to be viewed at the portal and to be able to trigger customer notifications, otherwise, they are considered internal Jira issues and will only trigger the notifications of your notification scheme. You can see more details about it in this document, where you'll find the following information: Notifications in Jira Service Management projects operates differently from notifications sent in Jira Core or Software. Jira Service Management requests that send notifications to customers are:
Tickets that do not meet both criteria are not Jira Service Management requests. They are regular Jira tickets and will not be sent to Jira Service Management customers. Unfortunately, the create linked issue screen don't show the Request type field and the screen isn't currently customizable. However, we have an open feature request to have that functionality added: | ||||||||||||
Customize what status to send the JIRA Service Desk CSAT | We need to customize what status we send the Customer Satisfaction Survey. Currently, it sends when a resolved issue notification is sent but this may not be the desired time to send – especially when there may be multiple "Done" statuses. Our workflow has 3x "Done" statuses – Cancelled, No Response, and Closed. We wish to have the CSAT sent when the status is set to Closed only. | ||||||||||||
| This feature will allow for the request type field to appear on the edit and create screens |
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Atlassian added this feature. 🥳 | |||||
| We are almost done with design and starting developing shortly. The goal is to ship this feature in Q3 of 2022. A preview of what we are looking at building is available on community.atlassian.com. Any feedback would be most welcome. | Atlassian added this feature. 🥳 | |||
Forms (ProForma) not available in the Jira mobile app (high priority for SSD) | ProForma forms are not available in the jira mobile app when viewing an issue with forms | ||||
Have the option to "Add" form from the ticket more actions menu | It would be nice to have the option to add a form from the meatball menu within the ticket itself. Currently SSD has created automation rules to add a form, it would be nice to remove those. |
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Support team managed custom people fields in Forms for Jira
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| This feature will provide canned responses without the need for a third party add-on. | Atlassian added this feature. however, it is not robust enough for our processes. The Enterprise Application Analyst is monitoring the feature for improvements. | |||
Priority mapping between Opsgenie and Jira Service Management | As a customer, I want to have priority mapping between Opsgenie and Jira Service Management (JSM). When alerts are created in Opsgenie with a particular priority, I want the corresponding tickets to be created in JSM with the same priority. OG alerts -> JSM Integration -> JSM tickets. I would also like to see this feature bidirectional so when creating a ticket in Jira Service Management it will correspond with the associated Opsgenie Alert. Currently, this will create a default P3 alert in Opsgenie and it requires manual intervention to tweak and automate this logic. JSM tickets -> JSM Integration -> OG alerts | ||||
Provide a separate Outgoing Mail Server configuration for Service Desk | As JIRA Service Desk administrator, I would like to use/specify a different email address compare to the one used by general JIRA. |
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Provisioned Atlassian Accounts can't be found in the results of User Picker Fields | Some Atlassian Accounts created via User Provisioning can't be added or found in any Projects. Update: this bug also affects User attributes in JSM Assets. If this occurs, a vendor ticket must be submitted to Atlassian, and they will manually correct the issue per user. |
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Renaming groups after creation. | We bring good news, this feature is under development by a dedicated team, and we are currently on track to get it ready by the end of the year, in December, 2022. We will maintain monthly updates to inform you the status of our progress (good or bad news), and in the spirit of our values, we want to be open with you. This has been a challenging problem to solve due to the complexity of the products themselves, and we wanted to find a solution that matches the future state of the administration experience for all of our Atlassian Cloud services. But we are happy and confident with the solution explored and chosen, hence we are coming back to you now. We sincerely thank you for your patience, and stay tuned for another update by October 14th, |
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Ability to rename groups after they've synced to the organization from an identity provider.
Hi everyone,
I am the Product Lead for Atlassian Access, and wanted to point out that we are working on delivering ID-6677, which is the foundation to enable us to work on this feature request itself.
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Resend customer satisfaction (CSAT) feedback for multiple times | As stated in here ,Support Satisfaction Survey sent out on Resolved issues when the Request was created through JIRA Backend. Admin needs to have an additional settings to resend the customer satisfaction survey again so that it would be helpful if the customer has not answered the survey after a period of time. |
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Create a Linked Issue Screen
The notification issue is happening because the tickets are being created without a Request type. Allow me to share with you that, Jira Service Management requests must have a Request type to be viewed at the portal and to be able to trigger customer notifications, otherwise, they are considered internal Jira issues and will only trigger the notifications of your notification scheme. You can see more details about it in this document, where you'll find the following information:
Notifications in Jira Service Management projects operates differently from notifications sent in Jira Core or Software. Jira Service Management requests that send notifications to customers are:
Part of a Jira Service Management enabled project
Tickets with a valid Customer Request Type
Tickets that do not meet both criteria are not Jira Service Management requests. They are regular Jira tickets and will not be sent to Jira Service Management customers.
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| It is currently not possible to mention users in the customer portal. Although [~username] displays the user as mentioned, but it does not notify the intended user. | Atlassian added this feature. 🥳 | |||
Support Request type on Jira mobile and MacOS app (high priority for SSD) | When using the Jira app, we can edit some fields on tickets, but currently, the Request type can't be changed. Also, when creating new tickets, it's not possible to creating using Request types (as the web version), only using Issue types. |
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Ability to search for issues that were moved
Cannot search issues based on whether the issue was moved from one project to another:
Moved = "True" or Moved ="False".
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Support team managed custom people fields in Forms for Jira | As a JSM team managed project admin, I'd like to use custom people fields in my forms. | ||||
Unable to @mention Customer or Request Participant | Unable to @mention Customer or Request Participant |
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| The resolution is to not @mention customers in any issues. Only @mention service desk agents in service desk projects. If you want to notify the customer, you choose the Waiting for customer status or leave a comment in the Reply to customer box. These methods will process through the JSM handler (technologyservices@ssdmo.org) |