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Jira Service Management
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I am looking for a way to gather a custom report showing ticket status over the last year. Is there anyway to do this?
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In the near future my company plans on moving one Jira Cloud instance (2 projects) into another (currently under Enterprise so both are accessible in Atlassian administration but under separate names...
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I'm setting up a helpdesk using Jira Service Management and have a question regarding end users putting in tickets for support. Do the end users need to create a user account with Jira (not licensed)...
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When selecting an existing SLA, the goals and conditions are not being carried over. Is this possible, or am I missing something? The first image shows the created SLA The second image...
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I'm looking to solicit opinions from anyone who has been through this process before. Years into managing a JSM help desk and the team decides to decommission a specific Request Type and/or Issue Typ...
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Hello all, Might be a bit of a vague one but our options are a little limited. Basically we were hoping to use Trello with our Jira Service Management set up so we could tie some ticket...
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Trying to start utilizing the neat feature of "Calendar" in a JSM project I have. Apparently the Calendar uses standard fields "Start Date" and "Due Date" for populating the Calendar, and both needs...
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Our products have integrations to JIRA, but now the "assetsapi" has been deprecated, we need a developer instance with "Assets" enabled, and that only comes with Premium and Enterprise Cloud plans. ...
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I would like to set up the Chat feature within Teams, with an Agent channel and a Request channel. However, I've started wondering what this experience will be like for everyone. For inst...
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I've got the Agent channel in Teams turned on, but I need to adjust the notifications so that I'm not getting the comment update notifications, only those for new issues. Is this possible? ...
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Hi. I provide an option for clients in gsm to escalate issues in their portal. Now it is available to all clients that have permission to create an issue. Now I want to make the...
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Hello, We have two teams with their own on-call schedules. Some members of Team 1 belong to both teams, but none of the members of Team 2 belong to Team 1. The goal is to avoid having these member...
- Question
- cloud
- on-call
- opsgenie
- opsgenie-cloud
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Good day, community. I hope you’re doing well. I’d like to know if it’s possible (even via REST API) to obtain specific information about a customer in my help portal. My goal is to ...
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Hi, We have several customers with a noticiation alert "Recipient’s email address is on a suppression list", with mails @acdi-inc.com and @naxxum.net . Where can I find the suppression list to...
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We have integration to JIRA to put a list of assets into JIRA. Then in JIRA service management, we use the JIRA asset panel with a https call into our web app to show details of each asset in the ass...
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Hello! Is there a way that I can site wide default of the comments box from 'Visual' to 'Text'? We recently upgraded to 10.3.0, and its defaulted comments boxes to 'Visual' which has caught out a...
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Hello, We would like to upgrade our JIRA from 8 to 9. We use the containerized version "jira-software" and we don't know if we should only execute a "docker stop" then "docker run" with t...
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Hi everyone, I need some help with an automation rule I’ve set up. The goal is automatically transitioning an issue to the "Requester Responded" status whenever a customer replies. This works perfec...
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Hi and HNY! I am using JSM to capture requests that come in to the SUPPORT Team There are two request types: - Content Uploads - Web Requests Each request type is using the Language Scope custom...
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Hello, I would like to have a best practice tip for setting up Jira SM. Context : We're looking into setting up Jira SM. We already have Jira Software, Confluence and Bitbucket. In our o...
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like software license information, it should only be seen by high level IT users. how should I do to set fields hidden to some specific people?
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I have uploaded 1 x CSV file in the past and each row in my spreadsheet was in the same test. Today, I have uploaded 22 separate rows and it has created 22 separate tests. I w...
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I use free license and create automation to transit from open to 1st approval. It works fine when I tested it on yesterday. However, I test again today and fail by no reason. Can anyone give me a clu...
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My organisation has recently taken over 1 organisation and we have been tasked to migrate all customer accounts from JSM instance to another, so that users can create tickets in only 1 JSM account. ...
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Hello, we have a use case where our customer wants to rank order tickets submitted. We do not want them seeing internal comments. This seems possible via forms? but is there a way to extend out the b...
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Atlassian Community Events
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