Community resources
Community resources
Community resources
Jira Service Management
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Hi fellow JSM users, At the top of the side panel under the queue, we have some fields we don’t use.. Like "Changes" and "Events". We would like to delete some of these fields, but I can’t find wher...
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How to capture attribute from another Object automatically and return the value to another attribute
I have objectType = <Host> with an Object <Server 1> with an attribute <Hardware Model> and <EOSL Date>. Another objectType = <Model> with an object label <H...
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Hello, I'm currently conducting an ITO through JSM, and I'm also receiving inquiries. But I'm trying to create a project for a Chinese customer. I created a project and added the customer's email to ...
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Hi, Is it possible to customize the text on REQUEST button on portal
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We're currently considering Jira SD. One thing that we encounter is mapping out the full costs. Since you can choose from thousands of add-ons and cannot decide in advance which one you actually...
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We have different "payed" accounts to handle all issues. But we often need information from our engineers or purchasers that should not be seen by the customer. So we want to use internal comments f...
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Hi guys, good day. I would like to seek your advise, we are a JIRA Cloud subscriber with its Service Management product. A team-mate started adding customers (employees) without conside...
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Is there an easy (and maybe an obvious way that I am missing) to configure agents as L1, L2 etc. in JIRA SM Cloud? We would like all incidents & requests to come to L1, and then be escalated to ...
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I would like to see how many tickets were resolved straight away, so that the first response & resolution times are the same Any help is greatly appreciated.
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I'm using the Verify Email Domain Configuration feature to validate my domain for sending emails. I'm getting the below errors though. It doesn't seem to give me anything to go off though. How do I ...
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Hi there, I'm currently using Heartbeat to find out whether or not my service is alive. Is there any reporting mechanism to find out the history of when the services were up/down, something ...
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Hi all We use an app called Harvest to track our time spent on tickets in JIRA. Would love to be able to show a column on a filter how many hours have been spent on tickets. Can you query values t...
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We have Jira Service Desk Form ([System] Incident) where internal customers would like to add "Linked Issues" field. In this case during issue creation they can link existing Jira ticket as blocked b...
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From what I can tell, Site Admin access is needed to view the Portal Customers list Is that the only way to expose access to this list? We have Agents that would like to be able to...
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Our customer (Manager) has a team that creates JIRA Service Desk tickets but the Manager is unable to voice the tickets opened by the team. How can I provide the Manager with access to t...
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1. A few weeks ago, I was trying to work on setting up our exchange server mailbox to integrate with JSM. Was having issues, and tabled the issue. 2. In the meantime, needed to test a new automation...
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I'm new to all things Jira and was wondering if anyone else has an ITAM project setup and a team in Jira that feeds information to Insight? I'm working on setting up my ITAM schema in Insight with a...
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We need to add Priority to two portal screens. It is on the "Report a System Problem Screen" by default". We would like to see it on "Get IT Help" and "Fix Account Problem" screens. Is t...
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Hi There, I used to think that once an issue is transited to a status in which StatusCategory = done, then the resolved date will be set. However, it seems wrong. We have many issues in the...
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I am creating a new service project where tickets are created from mails sent to a custom help desk id. Emails can originate from a company domain email or personal mails. I am looking ...
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Hello Team, I want to know if it is possible to track workflows triggered on a particular ticket? Thanks & Regards, Jyothsna.
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I'm trying to find out if after an incident/alert is created and the notifications for the on-call team members go out if I can then manually send a notification to a team member from the alert/incid...
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- opsgenie
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Hello, I have created a new custom field named "company" which will be a hidden field to customers. What I am wanting to do is setup a rule that will set "company" to a specified value, base...
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Scenario: we have a publicly available JSM server (datacenter version) we have a Confluence server (datacenter version) on the intranet both servers are connected over IPSEC I can't seem to p...
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Ticket conditions raised are not reflected accurately between ticket in Jira, and email notice. The ticket show a severity level of 4 for example and the priority level will show urgent (it sho...
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