Community resources
Community resources
Jira Service Management
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Hello, We have implemented the customer satisfaction (CSAT) system in Jira Service Management. Currently, when a customer clicks on a rating star in the email, they are redirected to a feedback page...
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I'm relatively new (since August) to Jira Service management. I work for a smallish company. Our IT group has licenses for Jira. Then there rest of the employees can submit tickets ...
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I can find guidance on how to enable roadmaps for Jira software projects, but now service projects. Can you assist? I already went into "Project Settings" and "Features" options in my service project...
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We would like to provide dashboards to our agents globaly. They should be able to filter the result by different criterias like: Date Range (predefined and individual) Assigned Team(s) Customer ...
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If a client does not e-mail the support email address, but instead e-mails one of our employees directly, how do we log an issue for them so that they can receive our replies & updates via Jira? ...
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Hi team, I have a form attached to a request type on a Jira service project. In the automation of the request type, I read the form answer via smart value syntax. The below JSON is used in...
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Even though I have shared the portal publicly, only external customers can access it and create tickets, while internal customers cannot. I don't know the reason for this issue. Please help me i...
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This is a great new feature in Jira Service Management but I can't seem to use automations with this? I was using components before and had an automation set up to email agents whenever an issue wit...
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Looked into switching our ServiceDesk to Jira for the Atlassian Intelligence bot we were advertised could also search a confluence knowledgebase and after raise tickets all from inside a team's chat....
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Hi i want to write a good description using heading and bullet list using JIRA REST API. But i didn't get any example in the documentation like how i can use heading etc. Right now i am sen...
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I tried to submit a request on behalf of a customer who is also the reporter. I thought once a ticket/issue was created in JSM whoever comments on it would automatically trigger a support email to th...
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I need to find out how to escalate an alert to another team. The other team will have a schedule rotation and the person on call should be able to view the alert is assigned to their team.
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We have a client who wants to be able to use the portal to send specific requests to our client support team. The client only wants themselves to be able to see this request type in the portal. I hav...
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Trying to link a data connection to an existing form. I added the URL, clicked Next then got an error
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Does anyone have any recommendations for managing a product with multiple teams? Ops focused and Agi
Does anyone have any recommendations for managing a product with multiple teams? Ops focused and Agile focused? One team is prioritizing items and the other prioritizes their own but some of t...
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Hello JSM community, I want to allow a large number of developers to see all JSM alerts without adding them to all responder teams. One recommendation is to add that user to have "Browse Projects" p...
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For the last several months, I have been tracking resolved tickets by day of the week and across 3 different timeframes (2am - 11am CST, 11am - 9pm CST, 9pm - 2am CST, and Total). I use 4 different f...
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We've just moved our Opsgenie Sandbox to JSM, but can't seem to get a JEC working. We have HTTP_PROXY configured in the jecService64.json file. In our OECs, this is used by the OEC to connect to AWS ...
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Hello everyone, We are currently facing a challenge in managing access within our Cloud instance. We have two open projects and would like to configure them as follows: Internal use...
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When i click on Status, see screenshot, it usually starts with in progress, now it goes to Done or Cancelled and I have to reopen ticket . can i change it back
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Hola, cuando creo una incidencia en el backlog, aparece el nuevo ticket en la sección de "Incidencias" y luego debo cambiar su estado a "TODO" para poder visualizarla en el backlog. ¿Cómo puedo cambi...
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Hi, I am an administrator for a JIRA Service Management project. When I want to add a request participant to an issue, I can see all users who have access to the project. But an agent who is not an ...
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I am looking for average time to ACK an escalation as well as any other useful data
- Question
- cloud
- opsgenie
- opsgenie-cloud
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Dear Atlassian Support, I am experiencing an issue where I do not receive notifications on my email when there is an automatic reply or when a ticket is closed in Jira Service Manage...
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can i move jsm issues to js project using the MOVE option
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Atlassian Community Events
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| September 15, 2025 11:39 PM PDT | ||
| September 9, 2025 11:40 AM PDT |