Community resources
Community resources
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Jira Service Management
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At Atlassian we have two teams of software engineers that help our security team. About a quarter of their workload comes from security requests, such as changing code or updating automation. Kat Kel...
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Summary Overall, to perform the action of populating a custom field with the reporter's group is usually using a bunch of "if/else" conditions to first catch who the reporter is and then filter wha...
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Hello everyone, We’re excited to share that our team is working on a new feature that allows project admins to link Sharepoint or Google Drive knowledge resources with Jira Service Manage...
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...esired integration using the steps from AWS' public documentation. Email aws-servicemanagement-connector@amazon.com if you have any questions about setting up the app or supporting documentation.&n...
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Summary When configuring your Customer Notifications and a Customer is also added as a Watcher on a Jira Issue as well, no Notification is sent out to that Customer Why is that? Root cause You ...
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Our team is back from the Service Desk & IT Support Show (SITS) – Europe’s largest (free) ITSM education program and it was packed with insights and great conversations. Atlassian Principa...
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Latest update: The EAP has been ended, but keep an eye out for this feature as we have started rolling it out. Hi Community! We are excited to announce an early access program for a new ...
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To our friends here in the Community, Are you looking to set up Jira Service Management for a business use case (e.g., human resources, marketing, analytics, legal, facilities, etc.) but don’t know...
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Hi Atlassian Community 👋 Mohamed here, from Jira Service Management Assets Cloud Product Management team. Setting up a new object schema in Assets can be daunting - where to start, what to inclu...
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Update (02/01/2024): We have added all customer notification types to this feature. Now, administrators can view all customer notification failures under one tab. Thanks Hi Everyone...
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Hello everyone! We are excited to announce that using Smart Links, you can now embed request forms, knowledge base articles, and portals into Confluence pages and Jira issues. Your customers and em...
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Summary Sometimes, users with the role of Project Administrator or Service Desk Agent in a service project are not able to manage/add organizations or add customers to an existing Organization.&nbs...
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TL;DR - today we’re releasing the first of our new customer service management capabilities for Jira Service Management. Customers and organizations now have their own profile pages, complete with de...
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Summary It is sometimes noticed that certain custom fields do not appear in the customer portal when the ticket is viewed. Such fields are visible in the internal agent view, however they are missi...
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*full disclosure, I work at Appfire Are you unsure about how to effectively embrace the future of IT service management (ITSM)? You're not alone. Many organizations are understandably cauti...
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To our friends on Community! We are excited to announce an early access program for a new feature in Jira Service Management that will allow you to create a new workflow and map it to an existing r...
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When you create a new issue in the automation rule, there's smart value {{createdIssue}}, which can be used further in the rule. But when you create Assets object, there's no smart value for a newly ...
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In case you missed our announcement at Team '23, Atlassian Analytics and Atlassian Data Lake are now generally available for Cloud Enterprise! This includes product data from Jira Service Management ...
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IT teams, get ready to rock — Team Tour: High Velocity ITSM is coming to a city near you Meet us in Barcelona, Amsterdam, or Munich in June 2023. You won’t want to miss the head...
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Hello Community! 👋 Just like the last time we posted a “What’s New,” we’re coming to you following another action-packed event, TEAM ‘23. The Jira Service Management team was humbled to meet more of...
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Sometimes, it is necessary to use the department or location the user belongs to in JQL filters. Natively this option is not available in Jira even if this value is present in the user's profile. ...
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UPDATE: Thanks for all the sign ups! We are now full for Premium customers. We are still looking for any customers on Free or Standard thinking about upgrading. ---- Hello JSM Community! 👋 I’m...
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Hello everyone! We are creating more out-of-the-box workflows in Jira Service Management so your business teams can spend less time getting set up and have more time to get their work done. Does ...
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This article explains how to use an automation rule to create a new issue in the following scenario: Customers are responding to a closed ticket via email i.e., the user is using the same email t...
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Update 5/24/23! Thank you to everyone who registered and joined our customer webinar last week! It was great to hear from the team at Workato on how they use automation, Assets, and analytics to deli...
