Meelogic Atlassian Blog

Jira Service Desk 4.7 release notes

✓ Keeping your requests private

✓ Verifying customers’ emails

✓ Setting things right: Agents

✓ More goodness

✓ Anonymizing users for GDPR compliance

✓ OpenID Connect comes to Jira

✓ PostgreSQL 11 support

 

Keeping your requests private

Remember when you once made a confidential request that was then shared with the entire organization? From now on, every new request created in the Customer Portal will be set to private by default, and you will have to make a specific decision about sharing. For requests submitted via email, a new option has been created in the Jira Service Desk configuration that allows you to choose whether to keep them private or share them with your customers.

Customer portal

All new requests are private, regardless of how many organizations you’re in. You can still easily share them by choosing your organization in the drop-down menu when raising a request.

Email

If you’re part of only one organization, new requests will still be shared by default. Don’t like it? You can go to Administration > Applications > Jira Service Desk configuration, and make all requests private by default.

 

Verifying customers’ emails

The customer portal and the help center have been expanded to include e-mail verification. It is now possible to require customers to verify their e-mail addresses when they activate public login. This increases the security of your system and ensures that all customers are exactly who they claim to be.

Setting things right: Agents

Agents have always been treated as customers when acting as approvers or commenting on requests from the customer organization. This had an impact on SLAs, request status and automation rules, which often led to great confusion among real customers. Feedback was heard and it was decided to change this behavior and finally make agents the people they should be as agents. This will most likely affect your requests, so be sure to check out the before-and-after examples in the upgrade notes.

More goodness

Notifications about internal activity

Agents and Admins working on Service Desk projects and occasionally acting as customers will not receive notifications of internal comments or changes unless these changes are publicly visible. This article describes how to enable such notifications using the features already available in Jira.

The following features live in the Jira platform, which means they’re available for the whole Jira family — Jira Core, Jira Software, and Jira Service Desk.

Anonymizing users for GDPR compliance

Admins have the possibility to make their users anonymous and hide or delete all data that can identify them. If someone now leaves your company and requests the deletion of their personal data, it is possible to easily fulfill such a request and comply with the GDPR and the “right to be forgotten”.

You can make users anonymous with just a few clicks. Jira will show you all items that store users’ personal information and give you the option to continue or cancel. Any user can be anonymized by you, even some of your teammates as an April Fool’s joke, but we strongly advise against it! Because once someone has been anonymized, they are anonymous forever. This cannot be undone.

OpenID Connect comes to Jira DATA CENTER

Many organizations still have difficulty using industry standard user management tools to authenticate to Atlassian. Long ago, SAML support was added to all Data Center products. Now, OpenID Connect integration adds another authentication option to this to enable seamless integration with third-party identity solutions.

PostgreSQL 11 support

PostgreSQL 11 has been added to the supported platforms for Jira Server and Data Center, as well as Aurora PostgreSQL 11.4 for Jira Data Center.