Community resources
Community resources
Jira Service Management
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I have a very basic ticket template for portal customers to use. One of the few fields I've left there is "Affected Services" (however I have renamed it "Affected Modules" It appears this can be p...
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Hi Community, Is there a mechanism or process which allows us to have one request type to receive details from customers on the portal and provide a field or components with values such as '...
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Hi. I have a workflow that transitions from in progress to cancelled requests. The cancel transition has a post function fire generic event that sends an email to users. This email says 'we're...
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Hi! What I want to do is create a report on the dashboard for satisfaction survey. For this to work, I need the filter not to bring tickets opened by the agents themselves. Does anyone know ...
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Hello, I'm wondering if we have multiple items being requested in a ticket with different quantities how would we have that set up in the ticket? Insight is suppose to decrease the count of...
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Hi! When I try to manually assign an issue from the "All Open" queue I'm not able to modify and select any user. A forbidden sign appears over the unassigned and the only way to modify and select a ...
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When customers are accessing the support portal, navigating the knowledge base is almost impossible unless you know exactly what you're looking for. Is there a way for customers to more easily naviga...
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Hi, In my project issues are generated by users who complete a form that has several custom fields with a single choice from a list. Let's suppose we have Country and State as custom fields. ...
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I'm new to JIRA Service Management and I like to test the reports and dashboards features, but I can't find the Reports Menu. I read this article https://support.atlassian.com/jira-...
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...hy is this and how do I get it to render? I see it in the /rest/api/2/field api response: { id: "customfield_10002", name: "Epic Name", custom: true, orderable:&n...
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I have 3 different tickets types ( Apps, Infra, HR) where they type is determined by the choices on the portal that the users make. HR ticket goes to the HR team but i need to restrict access so they...
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Hi! Im trying to install apps and all I can't do it. Appear a message "Request App" and I recieved the message, when I tried to get the app appears this message "We ran into a little trouble ...
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Hi there, Does anyone know if you can get SLA's to not be used on change requests but on all other tickets? BEst Claudia
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Hi All, I am trying to add a shared email inbox from office 365 to JIRA, but it's saying failure in the processing logs (as per the screenshot). It's also showing as connected I also ...
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In the resolution screen, the agent add a comment for the client. How can I include these comment in
In the resolution screen, the agent add a comment for the client. How can I include these comment in notification. I have added : ${comment} - Working fine if comment is there, but showing ...
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Hello! So I have created a automation so users and their computers get referenced but for some reason it only applies the automation to the first 40ish users and computer? why is this? I will inclu...
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Hi all, we have a large number of customers but would only like to allow certain customers to raise new requests. Once a request has been raised, any other customer may be added as a request partic...
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Hi All! I've been trying to work out why my automation fails to deliver an email whenever tickets in this project receive a one star rating upon resolution. The configuration of the automation is li...
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Hi All, I've been looking everywhere for every permission and what not, But it seems really impossible for me to create a company managed service project. We currently have team managed service pr...
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Hi, i need JSM to be in english, but for some customers, german. i've set the default language to english and added german languaga, made an update on missing strings, and marked it to be ava...
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I have a workflow which requires customers to be able to transition the issue on the customer portal. I have made two transitions visible on the customer portal. Transition A: One end state of the...
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Hi, We have an onboarding and offboarding process(two different issue types and workflows). We have used asset management plugin to manage the assets of the employees. When the employee is onboard...
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HI all I've hidden from Customer Portal several "Request types" , but them still appears in request search bar into request type field option list. I couldn't find what I'm doing wrong. Th...
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I have a automation rule that posts to slack when a custom field is changed by someone who isn't on an agreed list. This works as if custom field 10012 is changed and the user is...
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In the 'create issue' screen you have the possibility to configure which fields you want to see on the screen. I am looking an option to define as an admin the same screen setup for all the agents
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