Community resources
Community resources
Jira Service Management
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Hi fellow users of JSM! We have multiple projects and want to use only one email for every project, and channel the requests from different email addresses to their dedicated project. As far...
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Hi there, can somebody tell me what I'm doing wrong here with the SLA's? I have this SLA, where both issue types show 100% but the total for time to triage is 70%? How's the logic? See the screensho...
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My company has a jira account with more than 10 users and have been paying for that monthly. After some time, we would like to cut the number of users down and change back to the free plan for the ti...
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Hello, we work with "Automation for Jira". That relieves us of a lot of work. Since the automations close tickets themselves, we are currently receiving three notifications per ticket. there is a l...
1,310 views 4 1 Deleted user August 18, 2021 -
Many times it happens issues are not isolated , either they are part of some epic or stories or they are having internal subtasks, then how to apply automation in sub-task or issues under a epic?
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Hi JIRA Community! As I've been creating new custom fields for use with Service Desk portal and I've noticed that each new custom field I create will be added automatically to all existing request t...
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Hi there As we logged the activity under Log Work for each case, when we edit/add that activity, the pop up is not wider enough. See the pic below: Is there any way that can customise this pop-up i...
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Is there a way to put some tickets on hold as a parking area so they don't appear in 90+ days report
We have some tickets that need to be on hold or parked for now, per business decision, but we don't want them to appear as unresolved or outstanding in the 30/60/90 days report. Is there a tag/...
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Hello there, I am seeking a JQL query for the following scenario. Working Days: (Monday - Friday) Working Hours: (7:30 - 23:30) Off-Working Hours: (23:30 - 7:30) Is there a JQL query tha...
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We just updated JSM (data center) last weekend to 4.18.1 and started noticing that the updated date on the issues wasn't updating correctly. When I looked further into it I noticed that comments were...
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I need to create a project where I can have people in the company email in to create a ticket, but that does not automatically create a portal on the help page.
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Hi all!!! the clients that use my service desk don't like to use the web to create jira tickets, they create them with an email. I want to improve my process of understanding the issue with a templa...
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Good morning/afternoon/night The administrator of our network on JIRA doesn't work with us anymore and we need to change it, we don't have access to his account on JIRA or e-mail service to ...
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Today, we have the privilege of featuring Community member @Kaj Sennelöv, a Team Lead and PM who has embraced change toward success and growth at Twikit. Read on to hear more about his path, h...
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My objective is to create an automated report for each organization in our JSM. I would like these reports to show as many statistics as possible, including SLA goals, Created vs Resolved, Response T...
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Apologies if this has been asked, I'm been crawling threads and not seeing this exact scenario. Having a situation where Customers (non licensed users) can open a ticket from the External Portal vie...
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- jira-service-management-cloud
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Al momento de crear un ticket se puede automatizar la asignación de los agentes encargados pero al hacerlo se pasa de ("Sin asignar" -> "Primer agente") por lo que el código JQL como "assignee cha...
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I remembered how to change the icons/logos for our individual Service Desk projects, but the image in the upper left corners (not the favicon tab). It apparently is not related to the icon used by t...
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I am receiving a red error message about a specific request type of mine when trying to capture it in queue query. "There are no customer request types that match Request Flyer and Brochure (SL). Us...
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I have placed new conditions in my SLA. However, the system does not recalculate everything. It also seems random. How is that possible? see new SLA conditions Fig 1 and see report: Fig 2. There are ...
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Hi! Total newbie here looking for some guidance. We've got a new Help Desk configured for clients and we're looking to migrate them, but I would love to get some Knowledge base info facing customers ...
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Hi! We have a service that generates JSM tickets via REST API. Due to this bug, we have to manually change the reporter. When the reporter tries to open the ticket, the site is loading indefinitely...
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Is Jira service management Datacenter has major Incident Management workflow (a key feature of OpsGenie?
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Hello usually we receive request via email channel and linked to a specific generic request type. I'm trying to enforce agents to chose the right request type from the list in order to have ac...
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hello all, anyone knows where I can upvote for this maybe/hopefully already existing major request? My organizations are organized with the country prefix for example: BE_companyname. And I...
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