Jira Service Management

How can I view what verbiage/wording the customer sees within the service center portal when a status is updated internally? 

• Question
• cloud
• jira-service-management

Hi, What is the best way to add an EXTERNAL (not registered in Jira) email address to "Reply to Customer" in Jira ticket? So basically CC to an other person that is not in Jira. Jira request has Re...

• Question
• cloud
• jira-service-management

Hi everyone  I am working on a filter for Queues where Queue have to get only those issue where the status on the issues are New  status = NEW everything else is working perfect on the J...

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

Every time a user writes a request to our service desk, a new JIRA Service Desk customer user is created. Customers are communcating only per mail and they have no access to their automatically creat...

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

If reporter sends letter and writes its theme like SD-XXX(number of issue) then this letter appears in Jira Service Management as comment. Is it possible to do the same not only for reporter, but for...

• Question
• cloud
• jira-service-management

Hello everyone! We need to remember all people, who is added in letter, which Jira Service Management gets, and add them to letter, which JSM sends when agent replies to customer. Is it possible?

• Question
• cloud
• jira-service-management

I get emails for each message across all requests. Currently, I can only turn off notification by each request. It's good get a mail once a week or a digest of 25 messages etc like in Google groups (...

• Question
• cloud
• jira-service-management

Hello everyone! We have business need to save mail history, so when SM agent replies to customer, this message also would have all previous messaging of this task. Is it possible? Have a nice day!

• Question
• cloud
• jira-service-management

Hi   Requirement: Modify all portal forms where hidden field 'Team' = 'DevOps' to another field value   I'm new to DB queries and have been able to run some basic queries in the AO...

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

Hello Atlassian Community, We are looking into opsgenie to handle our alerts from multiple systems (mainly Azure) and have a question about alert deduplication. When an alert is deduplicated, it in...

• Question
• cloud
• opsgenie

Hi. I have 3 ServiceDesk and made a mailing list in Gsuite which there are 3 emails JSD. Like this All-division@company.com - HR@companypeople.atlassian.net - Sales@companypeople.atlassi...

• Question
• cloud
• jira-service-management

Hi Team, I want to show/hide fields based on the Group(request type) selected in the portal but couldn't find a way I tried pre-set value and hidden the field in jira request type configuration. t...

• Question
• adaptavist
• jira-service-management
• jira-service-management-server
• scriptrunner
• server

Our customer was unable to raise a ticket. he keeps receiving this message error on his customer portal.

• Question
• cloud
• jira-service-management

Hi guys. I use jira software service management cloud. In my workflow i have approvers. When i (jira admin) create issue i see all my service desk users for adding to approvers (field). But when use...

• Question
• cloud
• jira-service-management

I am attempting to import tickets into a JSM Cloud project.  When I attempt the import I am successfully importing all fields except the date time related ones.   I am importing from ...

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

Eu consigo exportar a informação de Estimativa Original de uma subatividade, mas quando utilizo a mesma configuração para importar, não funciona. Na validação não apresenta erro, mas o campo não é p...

• Question
• cloud
• jira-service-management

Hi! I have an issue transition screen, where the comment field is displayed by Jira as default. In this screen I do not need the "Reply to customer" tab, because this will generate issues. Sadly thi...

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

Hello Is it possible to link Inisght object to the Jira issue when issue is created by Inisght Autoamtion? Thanks

• Question
• cloud
• insight
• jira-cloud
• jira-service-desk
• jira-software
• +1 more tag...

  Any help with this problem? Attributes are not showing suddenly. What could be the problem? It used to be showing normally 

• Question
• addon-com.riadalabs.jira.plugins.insight
• cloud
• insight
• jira-service-management
• jira-software

I am very new here to Jira, butI am finding it very easy to customize and create a great Help Desk.  I have also added Insight for asset management, and I have run into a slight obstacle I hope ...

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

Hi! In our JSM workflow we have a step close to the end called 'Resolution suggested'. In this step we set the resolution, to display this information to the customer. Same thing I see in the Atlass...

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

We have email handler to add reply from email to the ticket as comment. We have a case that a customer created a ticket in the portal. I replied to the ticket from email as agent, which got added to ...

• Question
• cloud
• jira-service-management

We have reorganized our request types to only use one issue type IT Help. There is a request type that's no longer useful so we want to remove it. It has associated issue type of Service Request. Som...

• Question
• cloud
• jira-service-management

Is there a way to create different "groups" of components that can be used in different portal groups?  For instance: say I want a portal group for onboarding an employee, and the components wo...

• Question
• cloud
• jira-service-management

getting an error loading a couple schedules when I click on the on call tab in my jsm project. One out of the three schedules does show though. I can see all the schedules in opsgenie. Even try to di...

• Question
• cloud
• jira-service-management
• on-call
• opsgenie
• schedule