Jira Service Management

Hello there, I'm troubleshooting an issue where a service desk member escalates a ticket to another group (status) and Jira reverts back to the original status. As you can see from the history scree...

• Question
• jira-service-management
• jira-service-management-server
• server

We have used OpsGenie for a couple of years on a very limited basis.  Mostly individual groups using it for their own things without a lot of centralized standards.  We're now expanding the...

• Question
• cloud
• opsgenie

We use Elements Connect to retrieve client details from our billing application's database and find this so convenient for our users when creating issues in JIRA Service Management that it's fairly c...

• Question
• elements-connect
• jira-service-management
• jira-service-management-server
• proforma
• server

I've been trying to get workload balancing to function on one of our service management boards. When I configured it, I restricted the users that were available to be assigned. Now, it's only assigni...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Hi all,  I would like to create a rule that will send a specific type of request (website) to another project instead of the service desk project.  Is there a way that I can manually speci...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

On the customer portal (service desk), if a user selects a value from a check box, update the display name of another field. I know you can manually update the display names under the Request Types i...

• Question
• jira-service-management
• jira-service-management-server
• server

Olá, quando colocamos os chamados em Waiting for customer e o cliente responde a nosso questionamento o Jira esta duplicado os chamados em vez da resposta ir para o chamado, alguém para me ajudar?

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Hi everyone, I had a question in regards to my Dashboard that is connected to my board. If you take a look at the board (1st screenshot), including the "Done" column, I only have 21 issues. However...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Dear, We are using 4 channels to be contacted : - The portal to reach the service desk or the IT departement. - 2 mail adresses to reach the service desk or the it departement. So if I want to ...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

En el caso de agente1 -> agente2, ¿Se podría capturar el agente anterior? 

• Question
• cloud
• escalation
• field
• jira-service-management
• jira-service-management-cloud
• +1 more tag...

Im having some trouble with the mails servers configuration. Im trying to enable "Adding commentary to an issue" mail handler but, i mistakingly erased the default mail server configuration. I w...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Hey, I just got an email "Legacy Automation is being superseded by Automation". I know, that it affects only new sites (for now at least) but nevertheless I am wondering how you guys are gonna hand...

• Question
• automation
• cloud
• jira
• jira-cloud
• jira-service-desk

Al momento que un usuario describe y envía la solicitud o requerimiento cómo se podría especificar el tipo de incidencia a la que está relacionada.

• Question
• cloud
• email
• issue-type
• jira-service-management
• jira-service-management-cloud

Hi All   I had a request for a user around getting descriptions above a field in a portal form.   Look what I figured out, by putting it on the field above, adding a heading and new lin...

• Question
• jira-service-management
• jira-service-management-server
• server

Hey everyone! I'm trying to pull some metrics from OpsGenie on the amount of incidents we had in a given time period and how many pages were sent out to teams in the same time period.   I can...

• Question
• cloud
• opsgenie

Dear all, I was wondering if there is an automatic method to close an incident when all of its alerts are closed, currently I am doing this "by hand" meaning that through the API, when an alert is b...

• Question
• alert
• api
• automation
• close
• cloud
• +3 more tags...

...eturns the name displayed in your Jira instance. {{attachment.author.active}} : Returns true if their account is active, and false if not. {{attachment.author.timeZone}} : R...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Hi, could you please advise where already existing automation rules can be located? When I go to Automation - I have only 'create new' option. We have number of rules already but I was not able to...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

I want to have certain applications developed simultaneously by multiple developers. Hence I would be creating a single project with all the user stories mentioned in it and having status and share i...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Can anybody please help me?   I need help setting up Jira Service Management to address the highlighted questions/issues in this PDF: Portal Screen > Request Form > Agent Screen  ...

• Question
• cloud
• forms
• jira-service-management
• jira-service-management-cloud
• portal

Hi I added the service management but agents are having issues using it. 1. 1 user cant see the project 2. other users cant see the project, but cant open issues/tickets. I tried several th...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

I'va a Jira Software Project called, General. In that refresh button is there [check the SS below]. Now I created one new Service Management project, in that refresh button is not there. So how can I...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

Our company have any projects like support, sys-admins and other. How can i grant permissions to an employee for editing issue type scheme so that parameters such as fields and screens can ...

• Question
• cloud
• jira-service-management
• jira-service-management-cloud

When we open an incident in JSM, the system is creating an alert in OpsGenie using the integration between JSM and OpsGenie. Is it possible to to automatically acknowledge the alert in OpsGenie when...

• Question
• opsgenie