Jira Service Management

We have some tickets somehow it shows need two same approval same time, like this The ticket is in a status called "For HR Approval", it should need one of two HR's approval to transit to next s...

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

Hi everyone, A customer would like to limit who, in their organization, has the ability to raise the highest severity tickets for production issues. In essence: a manager at Organization "Acme" ca...

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

Hello Jira Community :)   I am working on a project that displays first response time on a third party dashboard with the data I got from the JIRA rest api. I am able to get 'created' and '[CH...

• Question
• api
• cloud
• issue
• jira-service-management
• rest
• +1 more tag...

I am trying to modify the severity values of the severity field & would like to know how, I am using JIRA service management in the cloud.

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

Hello, I'm trying to setup this automation, but I'm getting the following error: Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or ...

• Question
• cloud
• jira-service-management

Hi,   I have issues with security level and I need to add that the approvers can view the issue that are going to approve. When I want to add the approver I have an error.     I ...

• Question
• cloud
• jira-service-management

Hi Is it possible to align an agent to a specific organisation in Jira Cloud (free version)? I want tickets raised by customers in their organisation to be automatically assigned to this agent. Mi...

• Question
• cloud
• jira-service-management

Hi, I have more than 2500 issues since 5 years, and few of them aren't modified, or updated since more than months. I need query that can allow me to show list of Issue something like that ?  ...

• Question
• atl-gruland
• cloud
• jira-service-management
• jql

Hi all, our company is using jira for a longer time now and we have started to send emails to customers via post functions as an automation. The number of emails we send out daily has increased sinc...

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

Hi all Is it possible in JIRA Service Management to have pre-canned reply to customer templates for agents to respond to service requests where there are repetitive tasks that require the same gener...

• Question
• cloud
• jira-service-management

I am setting up a branded customer portal, but when a customer clicks "Open in new window" on a knowledge base article, or when they click a link from one KB article to another, instead of showing th...

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

We have finished our Service processes and all ITSM Documentation, now the challenge begins with the implementation of Jira Service Manager as the Standardize Service Desk / Ticket System for our IT ...

• Question
• cloud
• jira-service-management

I am the JIRA administrator and have created customer portal for raising incidents. For adding a watcher using Shared With option, I am unable to add one particular user to the watchlist. I am gettin...

• Question
• cloud
• jira-service-management

  1. When a customer creates a ticket in JSM through e-mail, the Request Type field is not populated. 2. JSM documentation shows that we can set the value for Request Type based on the issue t...

• Question
• automation
• cloud
• jira-service-management
• request-type

Hello!  In our organization we use Jira Service Management (4.14.1) for IT support issues and Insight as CMDB. Both - Server versions.  In Insight our testing schema: object type: organ...

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

I am unable to determine from Atlassian documentation if the Resolution field is available for Next-Gen Service Desks. There appears to be no access to post functions to set the Resolution field when...

• Question
• cloud
• jira-service-management

Hi,   Today we have received a Service Management ticket via API: "xxxxxxxx@gmail.com raised this request via API" with the description: "Im very por man" I'm wondering if this is expected...

• Question
• cloud
• jira-service-management

I have setup conditions on my workflow so that a user cannot transition when the Report = 'itteam' or 'Technology Security', but my tests all let me transition with those values in place on the Repor...

• Question
• cloud
• jira-service-management

I'm working through Jira Admin Foundations 2, and in one of the sections it mentions how Issue type Schemes are used to define what Issue Types are available in a project.  Later in the secti...

• Question
• cloud
• configuration
• issue-type
• issue-type-scheme
• jira-service-management

Hi All, I have an issue with Service Management, as I am unable to remove a customer from the project. The customer is not present on the /People screen, but he is on the Customers screen.  I ...

• Question
• atl-orange
• cloud
• jira-service-management

When rebranding Jira SD to Jira Service Management, a new ITSM template became available. When creating a new Jira SM project using this template, you get a couple of additional features, e.g. Opsge...

• Question
• cloud
• itsm
• jira-service-management
• template

I have created the manual calendar to match the timing. And Whenever I tried to run the "Time to first response" != withinCalendarHours() and "Time to first response" != withinCalendarHours() JQ...

• Question
• cloud
• jira-service-management

Hello,  in my JSM i'd like to get an email which is part of a comment of templated issues to set the mail as the reporter. It shows like this :  Bonjour, Le compte test@test.fr est en at...

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

Hi, Is the creation of the closure date field a reportable field in the pipeline, please? I am able to report on created date, updated date but not closed which is more important than the other 2. ...

• Question
• cloud
• jira-service-management

How can I do this? Does anyone know what file to edit in order to add it in?? The old method described here (link below) does not work anymore in Jira 8, mainly because these arguments (seen in ...

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