JIRA Service Desk 2.1 introduces new features to help agents work on issues more easily. In addition, navigation on the global portal has been improved as well.
Agents can now raise requests for customers on the Customer Portal with the new Raise this request on behalf of field.
Only agents will see this field and they can see existing users who have access to the service desk when searching for customers. This means:
Agents can see this field unless they do not have the Modify Reporter project permission. If you use the standard JIRA Service Desk permission scheme, agents already have this permission by default through the Service Desk Team role.
Note: This is available for
Agents can now easily change the request type for Service Desk requests.
It is now also possible to change the request type for multiple requests when you bulk edit issues.
The global portal now has breadcrumbs that help you navigate between requests and the portal more easily.
(The URL to the global portal is:
See JIRA Service Desk 2.1 Release Notes.
JIRA Service Desk 2.1 is compatible with JIRA 6.3.8 or later. You'll need to upgrade JIRA to 6.3.8 or later before updating JIRA Service Desk to version 2.1.