Jira Service Management

I am the admin of a Cloud Service Desk project, and we are using it only to create tickets internally and via email. We do not intend to allow customer to create or view tickets on a portal due to p...

• Question
• cloud
• jira-service-desk

Problem: Comments are only being added to the ticket via email reply if the person is on the ticket as a Reporter or request participant.   Since we often email Clients distribution grou...

• Question
• jira-service-desk

Hi everyone I need to report/track how productive the agents are per day. In the end I need to know how many tickets per day do the "touch" or updated per day. So that is why I need a JQL search fo...

• Question
• cloud
• jira-service-desk
• productivity
• track

I have changed in Projects->Project Settings-> Notifications->Customer Notifications,   the Template to use   for e-mails.  I've added text, removed text, sent a tes...

• Question
• cloud
• jira-service-desk

Is there a way for when an issue is created for all members of our IT team (the "People" in the project) to receive a notification, rather than them having to monitor the service desk?

• Question
• cloud
• jira-service-desk

when creating a custom customer notification, I am limited to who I can send an email to. Is it possible to send an email to a distro group here?

• Question
• cloud
• jira-service-desk

I am new here and using the demo to see if this product is something that we want to go with. When sending a reply to the client (Me) I am only seeing the status changes in the reply email and no com...

• Question
• cloud
• jira-service-desk

We have some mail threads results in multiple cases on Jira, I mean for each mail thread, there are more than 1 case created. And as I knew, there's one case per mail thread so why this may happen?

• Question
• cloud
• jira-service-desk

In next gen when trying to add new Metrix to SLA I have a blank screen.  It is not populated with time metric and goals  

• Question
• cloud
• jira-service-desk

What about changing shape, colors, fonts, etc. Do I have to create my own button and use the API con build all this by myself?

• Question
• jira-service-desk-cloud

Hi everyone, I am really having trouble restoring Jira from an XML-backup. The process gets stuck at 96% for hours or until I restart the service. I'm restoring from a PROD backup to a TEST instance...

• Question
• jira
• jira-core
• jira-server
• jira-service-desk
• jira-service-desk-server
• +3 more tags...

I need to disable the ability to generate tickets or leave comments on currently open tickets. And that our client can only see the tickets and their updates, without interacting with them.

• Question
• cloud
• jira-service-desk

Hello, Is there an example or a proper documentation/tutorial for integrating the Jira Service Desk API (not the REST one) in a Java app and doing some basic stuff (get all the issues for example)?

• Question
• api
• java
• jira-service-desk
• jira-service-desk-server
• server

Hello,   I have an internal discussion with my team mates to find out which is the best and optimal way to organize our teams.  We are a Change Management team and will propose a new way...

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

Hi All, We are currently researching the options to generate automatic data export from Jira Service Desk towards Tableau as we use Tableau as our center point for reporting. We are considering...

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

My question is about the licensing. I already know, that customers (no JSD license required) can approve or reject tickets; but can they also include a comment explaining why they approved or rejecte...

• Question
• cloud
• jira-service-desk

Hi,   We are using Jira cloud. We are the software developing company for a client, but they also have a external company for their hardware. They use other servicedesk software. When we se...

• Question
• cloud
• jira-service-desk

Hello I am facing an issue that whenever any customer raises a request to my service desk email, my email gets deleted from inbox. I have POP email type. Can someone help me disable that? I tried ...

• Question
• cloud
• jira-service-desk

Hi   I wondered if there was a mobile app that users could raise tickets and then go back on it to see updates on the ticket?   thanks Craig

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

Hello, I want that whatever email will be sent from my service desk should be from my company email ID to which they are raising the request. When I am trying to change the outgoing email address f...

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

Hi Everyone   I would like to know. how I can create a custom domain for my jira service desk  I have been trying for a while but I can't remove the  atlassian.net from my doma...

• Question
• cloud
• jira-service-desk

Hi,    I have created JIRA Service desk project and created group of customers to add some of users for respective customers.  For one of users, I created user and users did receive...

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

Hi Atlassian Community, Alyssa here from the Product Marketing team at Atlassian writing to you with the latest from our most recent release, Jira Service Desk Server and Data Center 4.10 (ful...

• Article
• jira-service-desk
• jira-service-desk-server
• server

I have custom fields that are referenced by 'php-jira-rest-client'.  The code uses a config file that contains a list of the custom field id's.  When I migrate between instances we need to ...

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

We need to turn off the Jira Service Desk feature that automatically creates a Jira issue and places in our Jira backlog whenever someone sends an email to my staff at  "xxxxx.JIRA.atlassian.net...

• Question
• cloud
• jira-service-desk