Service Desk is now an application on its own and no longer an add-on to JIRA. https://www.atlassian.com/software/jira/service-desk
Yes, you can used advanced filters (JQL) to look at a particular work item. I would specifically look at “worklogAuthor”, “worklogComment”, and “worklogDate” to get the information you need.
There are two ways to get back to an old version of your workflow. You can open up a backup if you saved one, it should be in your inactive workflows. You can also restore a workflow from a backup. We teach our students to “version” their workflows as a management mechanism as well(1.0, 1.1, […]
Our basic rule of thumb is to use a single field for a single purpose within a single project. Many people get themselves in trouble trying to use the same field for multiple purposes in a project. Keep it simple without inventing a new field for every issue type in every project.
We would prefer Atlassian rename “screen schemes” to screen configuration. Screen schemes allow you to assign screens to issue operations, specifically Open, Create, Edit, and View. Issue type screen schemes allow you to map particular screen schemes to a specific issue type, much like you do with other schemes. The screen scheme can be the […]
At a very basic level you can organize your work into sprints and use the sprint planning features of JIRA Agile. You can also set due dates, use a calendar gadget on a dashboard, agile boards and some filters to create a pretty robust system. The features are readily available to execute task level management […]
If you go into the configuration menu of your agile board(you must be the owner), and click on the columns menu item on the left, you can remove statuses from the board. Simply drag the status from the column it is in to the “unmapped status” section on the left.
The most common method is to set up issue security. Here is a link to good documentation of this feature from Atlassian. https://confluence.atlassian.com/jira/configuring-issue-level-security-185729623.html
Dividing your work by issue type, not just individual issues will help solve this problem. You can have a create screen specifically for these repetitive issues and speed their entry into the system. Assign that screen to the create issue operation in the screen scheme for the project.