Some things I’ve learned about JIRA Service Desk (JSD)

JIRA Service Desk QueueThe basic configuration of JIRA Service Desk (JSD) is pretty easy. As long as you know JIRA Query Language (JQL) reasonably well, or you can use the basic search in JIRA before switching to Advanced to copy and paste the JQL you need, you can setup pretty much everything you need with little or no prior experience. Not much can be customized, and the interface is clean and simple.

That said, I’ve been digging into the nuance of JSD and learning a bit more about its inner workings. Atlassian hasn’t released the code to JSD, so we don’t have much visibility into why or how it does the things it does. This leads to questions and confusion, and in some cases, things simply not working as expected.

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