Community resources
Community resources
Jira Service Management
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I'm trying to come up with a way to produce productivity reports for a team of service desk analysts. Basically I want to know how many cases each individual worked on during different periods: dail...
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Is it possible to set SLA goals based on the Due date set by the ticket creator? Right now I only see the option to set the goal in hours, based on issue types etc. (static) This on the cloud ver...
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We are new to JIRA SD, we have set up our queues and workflows and filtered the queues to only see the service requests we want. But how do we change the fields which are visible in each queue? ...
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Hey, I am working with the trial version of JIRA Servicedesk (external) and I have some few questions: 1. If it's possible to find also "blog posts" and "already asked questions" with the search fu...
- Question
- jira-service-desk
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Hi, hope to get some help, Is there a way to find out what workflows that could be concatenated. we have a big environment, that has lived it's own life for a while, and with that there are a lot...
- Question
- jira-service-desk
- jira-software
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I am trying to add some headers and static text for each section of fields and breaking lines in the customer portal form. I am trying to add using Jira fields but I can't. Can some one can help &n...
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Hi - I am looking for a plugin or other solution to ask multiple questions on the customer satisfaction survey that goes out after tickets are resolved. I would like to ask at least 3 questions ratin...
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Hello, I currently have the 7.10.0 version of Jira Software and JIRA Service Desk 3.13.0. Do I need to upgrade to 8.0+ to be able to upgrade the Service Desk to 4.0.1?
- Question
- jira-service-desk
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Hi there, I am trying to find the best way to bulk input and update tags of issues in Jira. I am worried right now because my team has a project with 300+ user stories and we don't wan...
- Question
- jira-service-desk
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Hello, I created a custom field (Select RM, RD or Director for Approval) and the user selects the person from a single user picker when submitting a ticket/request. But when I try to a...
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From within my Service Desk project, I've found where I can edit the email templates the customer notifications use (Project Settings -> Customer Notifications -> Edit Templates), but cannot fi...
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When an agent raise a ticket and set a customer as reporter, the customer can´t see the ticket from the customer portal. I was looking forward to re-define the current Permission scheme. I know you c...
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I could not find a way to create different Help Center Landing Pages (e.g. for internal & external support projekt, or different languages). Is it not possible to customize this page e.g. ...
513 views 1 0 Deleted user June 26, 2019 -
The hovertext on the "Share with Customer" button for Service Desk says to use Ctrl+E, but that does nothing on MacOS (Firefox). Similarly, Ctrl+S also does not share internally, but Ctrl+En...
- Question
- jira-service-desk
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Handling your Opsgenie Subscription. Q: Where can I change the number of users, upgrade my plan or edit/pay my invoices? A: All of these actions can be taken from the Billing s...
- Article
- opsgenie
- opsgenie-tips
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I would like to change some of the Danish translations, but I can't find out how to do that. For instance we don't like "Creator" to be translated to "Skaber" (when customer views requests in porta...
- Question
- cloud
- customer-portal
- jira-service-desk
- translate
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We created a custom field holding a reference to one of our products' serial numbers. We want to make this field required in the Customer Portal when submitting a support request. When marking the f...
1,312 views 5 2 Deleted user June 26, 2019 -
One of our JIRA users does not receive notifications and we have discovered that listing product access also fails. The user logs on using one email address so notifications should be sent to this ad...
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We have noticed that some SLAs have not started on random issues. Is there a way to re-run/recalculate them? We are using Jira SD 3.16.1
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Hi Team, I Need to upgrade service desk. Am very new to this , JIRA and confluence are in one VM and Service desk is in another VM. Last week we have upgraded JIRA and Confluence . J...
- Question
- jira-service-desk
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I'm using JIRA to manage a Scrum Development Project and I've observe that JIRA can send invitations by email to anyone even if that user has not been created using the correspondent functionality (u...
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I can't figure out how to change "Request Type" in a Jira Service Desk ticket. Move function only allow changing "Issue Type". The solution mentioned in https://community.atlassian.com/t5/Jira-q...
- Question
- jira-service-desk
- request-type
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Tracking of tickets from the JSD portal,derived to another Project to which users do not have access
We use Jira Service Desk, and we need the client that generates the ticket to see its tracking from the portal. The ticket will move from one project to another, but the creator user only has access ...
- Question
- jira-service-desk
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I am new to Jira Service Desk and have a question. For processes that don't follow the default process for the standard service request. Should we create a new workflow for the requ...
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I am new to Jira Service desk and we are looking at transitioning to Jira Service desk. We have some approvals for Service request that will need to go to the requestors supervisor/manager.&nbs...
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