Community resources
Community resources
Community resources
Jira Service Management
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Hello! My team is trying to determine the best way to handle escalations. We have multiple teams operating out of the same service desk, and we are trying to determine best practices when a hand-off ...
- Question
- cloud
- jira-service-management
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I manually add customers to Jira Service Management per https://confluence.atlassian.com/servicedesk025/managing-customers-754977400.html. In the past, I've tried to add certain customers (all ...
- Question
- cloud
- jira-service-management
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Hi, I created this automation here. But for some reason, it does not work when the issue is in status "Aguardando cliente". Here's the error log. I thought the problem was with the Permissio...
- Question
- cloud
- jira-service-management
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Hi all, Is there a way to restrict request types for certain customers? For instance, most of my request types i need for all my customers to be able to log, however there are a few (Problem Ticket...
- Question
- cloud
- jira-service-management
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We've used OpsGenie for a few infrastructure teams for a couple of years but are now expanding it to development teams. It's worked well for us to use priorities as a general guideline of how a...
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Hello, I want to configure Email Approval using Email This Issue Plugin (JETI), but finding it to be very difficult to implement. Jira Service Desk has default Approval Notification, but sin...
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Hello everyone, I'm having a problema with the "main title" of a request. Theres a picture inserted. I don't know how the title changed by itsef. Could you help me?
- Question
- cloud
- jira-service-management
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I am looking to create a filter to search a custom field however, i don't want to put anything after the = so that i can go back at anytime to put in the criteria that i am looking to search on. Is ...
- Question
- cloud
- jira-service-management
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Hi When a JSM Project is connected with a confluence space, the user can search for KB-articles and view them directely within the service portal. This is great in most cases, but sometimes, especia...
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Hi, would you be able to advise me of the best way to set up my Jira Service Project so that incoming customer emails automatically go into either - Incident, Problem, Service Request or Change queue...
- Question
- cloud
- jira-service-management
- queue
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JSM Archiving is not currently supported by Atlassian, as per their website: https://confluence.atlassian.com/adminjiracloud/archive-a-project-1013843066.html However, we currently have...
- Question
- cloud
- jira-service-management
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Hi guys, While logged off; if a customer clicks approve button from an herzum approval email, approval page (jira…/secure/hapactionapprovecomment.jspa?.....) opens. However, while logged in; f...
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Hey guys, it is possible to add external users to our internal service desk? As an example: We've got an external service contractor which is responsible for our printer. A service desk emplo...
- Question
- cloud
- jira-service-management
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We are on the Standard Plan for Jira Service Management. According to https://www.atlassian.com/software/jira/service-management/pricing we have 500 global/multi-project automation rule executio...
- Question
- cloud
- jira-service-management
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Hi everybody, I am setting up a Jira Service Desk project (Jira hosted Data Center). Aim: internal Procurement Process for a certain kind of resources. As I want to be able to create projects costs...
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JSM KB lists articles based on the Summary field, is it possible to configure the KB to use addition
I have a Jira service management project with a KN configured and it works fine. By default it seems to find articles which are associated with the words in the summary line of the ticket. Is it poss...
- Question
- cloud
- jira-service-management
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In Jira core it's possible to have user permissions access restricted to specific projects and other features. I'm hoping to understand the possibility with Jira Service Desk. If I ...
- Question
- cloud
- jira-service-management
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Hi all! I'm trying to set the assignee of a ticket as a watcher. I've already read inside this community a lot of stuff that could potentially solve my problem (e.g. here). The easiest way to do it ...
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My customer is trying to access the customer portal but he is getting this page. Where do I find this customer so that I can provide them the right permissions
- Question
- cloud
- jira-service-management
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We have an old service desk server and I wanted to clone it and do a test upgrade before doing a live one. We have service desk installed on a virtual server. I've made a clone of this server and a c...
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Hallo Support, wir setzen Jira Service Desk ein. Kunden können über das Kundenportal ihre Mails einsehen, verwalten und Kommentare schreiben. Wenn in einem Kommentarfeld im Agent-Fronte...
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Hello Jira Service Management community! It's time for some more advice for working with Insight. We’ve spoken about what data to include in Insight, we’ve discussed how to structure it, the next ste...
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The question was regarding the favicon, not the Logo. I also would like to know how to change SD-Favicon different to Jira-Favicon. If it would be possible to set it per SD-Projekt, tha...
- Question
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Hello I am having difficulty deploying my application to Heroku. I developed using mongodb. I am trying to push the app to Heroku, but it keeps failing at the build. Here is some parts of the logs....
- Question
- cloud
- jira-service-management
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Hello community! I ask you to advise on the settings of the built-in Apache Tomcat in Jira to configure the Rewrite rule. Now we have version 4.5.0 and the Rewrite rule is used, it looks like this: ...
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