Jira Service Management

We have a scenario, where we will not provide customer to access JIRA portal. But we would allow customer to send mail for ticket creation. We noticed that only when people are added to particular p...

• Question
• cloud
• jira-service-desk

I have a queue / query that results in 571 records where the status is "Waiting for customer."   I would like to apply one more public comment to all of these tickets so the customer g...

• Question
• automation
• cloud
• jira-service-desk

Hey Guys,   My automation rules is failing. Im getting an error message that says 'This user was deleted'.   I know this rule was working when I set it up. The error message doesn't rea...

• Question
• cloud
• jira-service-desk

Hello, We need some clarification on workflow automations in Jira Service desk, we saw the examples but it still wasn't clear on how to do certain scenarios. I will layout the scenarios we need to ...

• Question
• automation
• cloud
• jira-service-desk
• jira-service-desk-cloud

It is possible to have a report of the searches that don't have any result in service desk help center?  That could help us to create new articles

• Question
• cloud
• jira-service-desk

Hello,   I have a queue that displays more than 1 issuetype. Is there a way for me to always display certain issuetypes at the top so that whenever this issuetype is logged it shows at the top...

• Question
• cloud
• jira-service-desk

Hi, I was wondering how could I see the reports that are included by default in Service Desk according to this article: https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-rep...

• Question
• cloud
• jira-service-desk

Is it possible to bring an attribute of 'mobile number' from the 'Mobile Phone' object on the 'IT Asset' schema to the 'Employee' object in the 'End User' schema?  Dont really want to use label...

• Question
• cloud
• insight
• jira-service-desk

Although this specific user has a role in this project, which can be verified in system's "User management" page, "View Project Roles for User" section, it does not show in the "Users and roles" list...

• Question
• jira-service-desk

I would like to reset the request ID, let the project start again from request 01

• Question
• cloud
• jira-service-desk

We started using service desk for internal tickets, questions, ... so far so good, we also linked Confluence articles and can search them... so far so good, but...   I would love to have a kno...

• Question
• cloud
• jira-service-desk

I want rest api for getting requests of particular customer by passing his email id or account id. Is any api available?   Quick help on this would be great.

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

Hi everyone:   I need to send a notification via slack when a comment is created for an issue.  I was able to send a message using Scriptrunner Listener "Post a message to Slack". Howev...

• Question
• jira-service-desk
• listener
• scriptrunner
• slack

I am new to JIRA Service desk. Can someone tell me how can I add new members in the assignee list?

• Question
• cloud
• jira-service-desk

My original question is here: https://community.atlassian.com/t5/Feedback-Forum-articles/Atlassian-remote-friendly-software-available-for-FREE/bc-p/1373076#M2631 But as annouced here (communit...

• Question
• jira-service-desk
• feedback-forum
• jira-service-desk-cloud

Does everyone who wants to submit a ticket and track the status of it through the user portal need access to the product or just the I.T team that will be managing the ticket.

• Question
• cloud
• jira-service-desk

The field "Organizations" is blocked, therefore it cannot be set as mandatory field Our Use Case is to include all customers in one organization.   does anyone know how to customize there?

• Question
• cloud
• jira-service-desk

What’s New as of May 21, 2020 Hi there! We recently made some changes to the way you can leverage Single-sign on and authorization within Opsgenie. Based on customer preference and feedback we intr...

• Article
• opsgenie

So for alerts with P1 to P5 tags on Prometheus, alerts are being received by Opsgenie but alerts tagged as "warning", it will never received by Opsgenie, how do I configure Prometheus or Opsgenie so ...

• Question
• alert
• cloud
• opsgenie
• prometheus

Hi, We need to create a lot of Request Type for an existing project to migrate in Service Desk Instance. We figured out how to create Request Type Groups and Request Type from Java Api. But we need...

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

Happy Friday all!   I want to have a queue which displays SLAs that have breached the "Time to response" SLA, but it should only display those where the SLA has not stopped and the issue has n...

• Question
• cloud
• jira-service-desk
• queue
• response
• sla

Dear all, I have a question regarding the statuses in Customer Portal, When the customer access the portal, he/she can view their own tickets or the one of the organisations via Requests: Created ...

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

Hi all,  can some one help me with the customization of the login page in service desk? I have been looking at the Atlassian ticket but I don't find it.  I have followed this KB but it do...

• Question
• jira-service-desk

Hi, is there a similar issue for JSDSERVER? One of my valued clients has asked whether or not thumbnail images can be opened from within the SD's KB view. Apparently this is not possible and I was ...

• Question

Can not configure SMTP settings for my outgoing mail server. I have Site Administrator rights. What I am missing?

• Question
• cloud
• jira-service-desk