JSM News & Discussions
Created Oct 5, 2021, Last active Jul 21, 2025
-
I'm trying to achieve 2 things which I think need to be set up via SLAs but I'm not too sure. 1. I want to be able to report on how long service tickets are sat with the business/non-service...
-
Hello community, I would like to know how i can send automatic e-mails to reporters after they did not respond to support after a certain amount of time. I would like to remind them to...
-
Hi team, We were investigating a way to have a queue with the "to do" tasks concentrated for our agents. We came up with an automation, which will add a specific label to the ticket, every time tha...
-
We use comments to communicatie with customers from within jira service management. We implemented a review step in our process, someone writes an email first as an internal note. The ...
-
Hi Community, At my company, we have many Products and many Customers(Organisations in this case). Not all clients have all Products and not all are on the same version of the Products too. ...
-
So I have this nagging question I cannot find anytime I Google it. So here goes. We are a creative agency, web design, UX design, graphic design and I use Jira WM Cloud the Company Managed Software t...
-
Hi everyone. Fairly new to Jira, but wanted to know if its possible to amend and customize the admin rights? So for example so that I can grant someone the power to add new users but limit other acce...
-
Does anyone have a existing way to do the API call 'Get Users in Organization' via powershell? I tried JiraPS but that can only give me group members and its just their name where as this gives ID, t...
-
With Jira Service Management, you can create an online portal for every service project that customers use to interact with your service team and file requests. Jira Service Management makes it sim...
-
After we have updated Discovery to the version 3.0.3.1, I noticed that the number of threads, which was configured with the value of "8" was replaced with "7". I am trying to change the value, but i...
-
Hi there everyone Could anyone perhaps share cind of 'best practice' workflow for technical support Requests? And which requests types does he use? Does someone familiar with the use case o...
-
Essentially the same stuff as per: How to avoid duplicate tickets due to changed subj... (atlassian.com) I would love for some automation or some guidance on how to reduce the amount of tickets tha...
-
Hi community, I hope I could get some help from you. I want to do the following: A Service Desk worker needs an opinion on a particular issue and want's to get another Jira user involved, the user ...
-
Hello, I want to know if when hiding a field in the configuration of a request type in the jira-service-desk portal, you can add a tag that autocompletes the user's name, in this case in the s...
-
Hi everyone, I am trying to get deeper with Jira service management datacenter and cloud. I couldn't find " Tickets category " in Datacenter but indeed in cloud . Please how can I manage Jql ...
-
Hello, My team works with a Classic Software JIRA project. We'd like to have an online portal with a form that stakeholders can fill out to create requests for our project. The portal would a...
-
I'll be rolling out my ITSM project soon and need to send an email notification to my users and encourage them to use the customer portal to submit tickets. I haven't found any examples or temp...
-
As the administrator of JSM, at what level do I set up an agent? How do I start this process? What are the sequences of setup events from the first time I register for JSM, let's say, for the FREE pl...
-
Hi. I've established a simple SLA that starts when a Service Desk ticket is created and stops when we designate an Assignee to the Request based on Assignee: Changed condition. It works fine in this ...
-
Hi, I want help on two points : Scenario : There are two SD projects used by my company. One is Customer Service desk project and other one is IT service desk project. We want to creat...
-
Summary We use the JSM portal as a knowledgebase to allow customers (external to our organization) to access our knowledge base. One of the reasons we stick with the JSM portal is the...
-
Hi, Every 2 months I have observed the case that Jira stops converting ticket send through email. Once the outlook email password is changed its starts working again. Till the time we recogn...
-
Is there a way to disable KB articles from displaying on customer portal? We have tried using Labels. All the articles are displayed on the portal. They should be displayed only after a query is init...
-
Please help. What is wrong with my Summary statement below? I was hoping when the Jira issue is created, the ticket will show the actual name of the object instead of "$Name".
-
Hi there :) Currently setting up Jira Service Management and stuck with a few config bits to try match our current ITSM platform config... The main issue I'm trying to work out is nami...
Recommended Learning For You
Level up your skills with Atlassian learning
Learning Path
Get the most out of Jira Service Management
Solve customer problems efficiently and deliver outstanding service experiences.
Learning Path
Adopt ITSM practices to deliver exceptional service
Become familiar with the principles and practices that drive ITSM. Then, learn how to configure and use Jira Service Management to implement them.
Atlassian Certified Associate
Jira Service Management Agent Essentials certification
Prove you know what's essential to providing efficient and resolution-focused service in Jira Service Management.
Description
Want to talk shop with fellow JSM experts, get the latest updates from the Atlassian team, and learn best practices? Have tips or tricks to share? You’re not alone! Join our group & be in the loop!
Copied to clipboard