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Jira Service Management
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When agent commented in tickets their full name shown. How can I hide or edit the name of agent in customer portal? for privacy purpose.
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I get an error when we try to click "Microsoft" when choosing to add external email in email settings (Channels & Self Service) Couldn’t add email address. Resource was not found For some...
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Hi! I'm wondering around searching for a solution for my service desk agent view layout, the problem is as follows: - I'm collecting some customer information in a form that for each reply it has...
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I've found a few articles referencing how internal Cloud JSM customers can view Confluence content directly in Confluence, but we are a Data Center customer and I haven't been able to find documentat...
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Can someone help me figure out how to fix this issue
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Hi all. I was advised that some Jira users were now appearing as "(Inactive)" on our tickets. When I looked up their profiles, they no longer exist in our Jira instance. I checked the audit logs and ...
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Hi guys, I should create an automation in which I will inform the names of the request participants and theses people should be append in the current Request Participants field. I have tried many w...
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As the title says a user that previously worked for the company started a timer on this task/issue and never stopped it before quitting is there a way to stop this timer and clear it out...
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I manage a Team-managed Service Desk. My Cutomer Notifications are on, including Request Done and Customer-visible status changed. My workflow works well, I have 3 "done" status (Done, Cance...
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Anyone else having this issue? Trying to create a sub-task but get no error and sub-task doesn't display, yet the sub-task completion % is showing. Asked some co-workers and they have the...
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Pessoal, bom dia! Criei uma automação que copia o conteúdo do campo "Comentários" de um ticket para o seu "item associado". Para isso, estou usando a smart value {{triggerIssue.comments.last.b...
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Hello, so there are suggestions in the work items. If you like a suggestion, can you accept it somehow? So that, for example, comments are automatically created for the customer? Or are they really...
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I created a form for IT support but every time i try to open it from a users account it ask me to log in, is there a way to use it without the need to log in, and does it require a Jira license? &nb...
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Hello, I am trying to create a rule for assets: As a rule, there is an expiration date for licenses or certificates, for example. If this expiration date is three weeks in the future, a reminder ...
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Dear team, We are currently facing an issue when adding a user as a “user agent” in Jira Service Management (JSM). We want this user to have access only to a specific JSM portal (Service Management ...
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Good morning, a few days ago we detected slowness issues in the application, which we escalated with Atlassian. They told me it was a latency issue to the database. When we contacted our DB, they to...
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Hi Guys, We are looking for a way to fetch the ticket approval information using the Print Details. Could you please help me on how can I fetch or please suggest if there are any other ways to get t...
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Hi In Assets, I have an Object type with an attribute where attribute type=Object, referring to another Object type. This attribute can contain multiple values (referring to multiple objects) I wan...
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we need # P1 incidents( avg per month) P1 resolution SLA P1 MTTTR Incidents inflow (all priorities) P3 incident SLA Failed changes vs logged changes Monitoring compliance Monthly Avg # ...
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I'm trying to get Rovo to list open issues for the current customer, but I want the issue links in the list to be the 'Customer Portal' links so I can send the list to the customer. I've tired...
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We have a VSA setup on our Service Desk portal. We can go into Studio > Insights and view Conversations but it only gives us the First Message. According to this: https://support.atlassi...
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Bonjour, Lorsque les utilisateurs veulent se connecter au portail (https://......refined.site) ils ont d'abord ce message : SERVICE support (SITE FERME), nouveau site ci-dessous : ...
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Hello, I have a problem with Jira Global Automation (Service management), whenever i try to do a rule, that sends the direct message to a person on a slack, it cannot be done. I've synchronized b...
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Problem I needed to automatically set the Due Date field in Jira Service Management based on a custom text field that contains values like "1d", "5d", etc. The automation kept failing with "Fie...
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- cloud
- confluence
- confluence-cloud
- jira-service-desk
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Help with an automation rule to send an email on any comments from customers with escalation verbiag
I have an automation rule in our JSM project to send an email when the field "Initial customer comment" has any escalation verbiage (i.e., escalate, urgent, critical, etc.). The rule is sending the e...
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