JSM News & Discussions
Created Oct 5, 2021, Last active Jan 22, 2026
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I am looking to learn more about the JIRA General Service Management capability. I don't find a lot of content online related to it. What is the best way to get more information on it? My team ...
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Would like to customize the text of this option to better match the type of requests that will be submitted
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I would like to calculate the time spent of an issue in the QA state , when enters into the QA state / Closed State for the first time. The transitions are QA to QA and QA to closed.
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Currently we are using Jira Software and many users already have Projects in progress, but we want to implement Atlassian SAML single sign-on with Azure AD. We have verified our domain but our concer...
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Hello, we have a problem with Request Participants. When the Reporter send us a ticket, only the Reporter recieve the email confirmation issue created. We need all contacts (request participants) ...
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Hi! I use Insight to create my own inventory, I am using the Insight API. I would like to know how to use token sessions in order to avoid always entering my login credentials and thus decrease my l...
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Hello, I have an existing Service Desk project which is responsible for all incoming support requests. We recently upgraded to Jira Service Management, is there any way to upgrade the ex...
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It is quite common that you receive multiple requests for the same bug/ feature request in Jira Service Management. In this article, we will discuss how to manage such a situation. Consider the fol...
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Dear Team, We are facing the issue when several customers report the same bug, and we have 5 or more requests which are actually the same issue. What needs to be done in this case as per the best p...
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How does Insight work? Can it be used for managing both hardware and software assets? Can it be used to auto-discover hardware and software assets? If so, how? Can it be used for manging number of...
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Hey all, I can't access my colleagues' project where we get customer requests. I don't seem to have permission to do so. Does anyone know how I can change this? I seem to be registered as a customer...
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Dear Community I am using JIRA Service desk (Server based) and am due to set up a new "helpdesk" My concept is: The end user needs to complete a form (simple enough). This form however will t...
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I am an admin and I added a shortcut to the portal on the left hand side. I logged in as an agent but they're unable to see the shortcut on the left hand side. I read the following article that state...
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IS Crowd User management for self-managed environments covers Jira Service Management Datacenter version? If not, Which tools are available for User management for self-managed environments and ...
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I'm trying to migrate from Target Process to JSM by importing from CSV. When I set the Issue Type to 'Submit a request or incident' (which is what requests submitted through the portal have as their...
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Hi, We are evaluating JSM and I would like some advice about how to set up the system to handle multiple locations. We have 6 offices with local IT support staff, we would like to maintain a separa...
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Hi there, Many times we get tickets which are related or duplicates. I know we can link those tickets. For example ticket number 001,002,003 & 004. If I link 002, 003 & 004 to ticket n...
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Hi! I have a problem... How do I hide projects from users who have access to the sevice desk? for example customer "A" I want him to have access to the jira service management as jira-service-desk-u...
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Hi, asking this question my company had been testing Service Desk on premise, but seen the costs of increasing the number of users we decided that the only option would be going Cloud. We were using...
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Good morning, help. How should I put a user group with access to a certain project? Do I need it to access only one specific project and not see the others?
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How do I add closing conditions for a ticket? For example, when the ticket goes to a closed state, a users answers a question. A-if the ticket involved a configuration change? B-what configuration?
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hi everyone, wish you all well. Thanks Atlassian for giving us this opportunity to ask questions that we couldn't find a solution on forums. My questions are below: 1. Internal Comments We ...
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Can anyone point me in the direction for the documentation for the Project Type, Insight IT Service Management? See the below pic for clarification.
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Hi, I'm trying to make an Xporter template, and the template should contain some values from a bundled field (deviniti). For example, if BundledField contains A,B,C fields I want to...
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UPDATE: It’s a wrap for our Jira Service Management Ask Me Anything. Thank you so much to everyone for taking part and sharing your questions and feedback. Be sure to watch the Jira Service Mana...
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