Deskglance for Jira Service Management: Privacy Policy
Effective date: October 1, 2026 Publisher: Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA Contact: hello@greatwork.company
This policy explains what information the Deskglance app for Jira Service Management Cloud (the "App") processes, where it is kept, and your rights. It covers only the App, not Atlassian's products, which are governed by Atlassian's own privacy policy.
1. Summary
- The App runs entirely on Atlassian's Forge platform ("Runs on Atlassian"). It has no servers of its own and sends no data to Great Work or to any third party.
- It shows customers reports about the requests Jira Service Management already lists for them on the portal. It stores only its settings, a health record for the admin status page and a license marker in Atlassian's app storage for your site. It stores no request data and no report results.
- Great Work LLC cannot see your requests, your customers, your reports or your settings.
2. What the App processes
| Data | Why | Where and how long |
|---|---|---|
| Settings: per help desk, whether reports are on, which reports, which SLA fields, which views and organizations, per-organization report sets (organization id and name), limits; who last changed them (account id) and when | To know what to show | Forge app storage for your site, until changed or uninstall |
| Health: when the portal reports last answered and the last error message | The admin status page | Forge app storage, overwritten as it runs |
| License marker: the environment type and license state the settings page last saw | So portal reports work while the subscription is active | Forge app storage, overwritten on each settings visit |
| The person's request list from JSM and, for those requests only, resolution date, SLA results, priority, time logged, organizations and satisfaction rating | To compute the reports | In memory for the duration of one report, never stored |
| Account id, account type, organizations and permissions of the person using the App | To check what they may see | In memory only |
The App does not collect email addresses, IP addresses, passwords, API tokens, payment card data or analytics. Reports show people only by display name, and only in the optional "Requests by person" report. It sets no cookies and loads no third-party scripts, fonts or images. CSV text and chart images are built in the person's own browser when they ask to copy them; the App keeps no copy.
3. Where data is stored
All App data is stored by Atlassian in Forge app storage for your site, subject to Atlassian's data residency settings. Atlassian is the hosting provider and acts as a subprocessor under Atlassian's terms. Great Work LLC uses no other subprocessors.
4. Who can see what
- Portal customers and other signed-in portal users: reports about the requests JSM already lists for them ("All requests I can see", "Requests I raised", or one of their own organizations), on help desks where an admin turned reports on. Anonymous visitors see nothing. In the per-organization report only the person's own organizations are named.
- Jira admins (and project admins for their own help desk): the settings, a preview of the reports for the whole help desk or one organization, and the status page.
- Great Work LLC: no access. If you open a support request, we see only what you send us.
- Atlassian: as the platform operator, under Atlassian's privacy policy.
5. Retention and deletion
Settings stay until an admin changes them or the App is uninstalled. Uninstalling removes the App's Forge storage according to Atlassian's Forge data deletion process. The App writes nothing to your Jira issues, so nothing is left behind there.
6. Support requests
If you contact support through our help desk or by email, we process what you send (name, email, message, attachments) only to answer you, keep it up to 24 months, and delete it sooner on request.
7. Your rights
Depending on where you live (for example EU/UK GDPR or US state privacy laws), you may have the right to access, correct, delete or port personal data and to object to processing. For data in your Jira site, your organization (the Atlassian customer) is the controller and Atlassian processes it on your behalf; your admins can delete data in the App or uninstall it. For support data, Great Work LLC is the controller: email hello@greatwork.company. We respond within 30 days.
8. Security
The App uses only Atlassian-hosted compute and storage. Which requests a report counts is decided by Jira Service Management itself: the App reads the person's own request list as that person (for Atlassian accounts without a JSM license, which JSM won't answer for from an app, it uses validated searches limited to requests they reported, take part in, or that are shared with their organizations). Only for those requests does it read the extra fields a report needs. The help desk, view and organization are re-checked on the server on every report; who is asking comes from Atlassian's signed invocation context, never from the browser. Settings changes are re-checked against Jira's admin or project admin permission on the server. It keeps no secrets of its own. Report vulnerabilities to hello@greatwork.company.
9. Children
The App is a business tool and is not directed to children under 16.
10. Changes
We will post changes here and update the effective date. Material changes will also be announced in the App's Marketplace release notes.
11. Contact
Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA. hello@greatwork.company