Jira Service Management

I'm new to JQL and trying to build a filter that will allow our agents to quickly identify any issues that are unassigned and are in their local sites. Azure AD Sync is populating the City details fo...

• Question
• cloud
• jira-service-management

Hi there,  Is there a simple way (add-on or otherwise) that will allow me to edit the look and feel of email replies? I don't need it to have images or colors. I'd just like the replies to tic...

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

Hello, I am wondering if it's possible to grant Confluence access to users through Atlassian's API.  I have a Python script that creates users. I am able to get ticket information and connect...

• Question
• api
• confluence-administration
• jira
• rest-api

Hi Team, I'd like to setup the new ITSM template on our Jira cloud but I do not have the IT service management template available. As a test I setup a Jira cloud account with my own personal account ...

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

HI Guys, we have a twice a day notification that sends out a weather forecast to our field workers. Is there a way to 1) auto close the notification after it has been sent and  2) not to escal...

• Question
• cloud
• opsgenie

We are using a Jira collector form to collect feedback from our users. Our teams integrated this form to launch on application contact button. (used custom template option within the issue collector)...

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

Our organization recently did a soft roll out of the knowledge base. Now that this has been in place for a few months and our service center has built out several articles, our team is planning to pr...

• Question
• cloud
• jira-service-management

I would like to do check new customer accounts (when their first ticket is created) for a specific email group (i.e. find anyone with an email address from "@example.com") and add them to a specific ...

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

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

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

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

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

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...

• Question
• cloud
• opsgenie

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

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

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...

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

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
• email
• jira-service-management
• queue

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

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...

• Question
• addon-com.herzum.jira.plugins.herzum-quick-linker
• herzum

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

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

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...

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

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

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

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 ...

• Question
• automation
• cloud
• jira-service-management
• smart-value