Jira Service Management

Hi folks, we are using Jira Service Desk (3.15.1) and JIRA v7.12.1. We have one JSD project which is driving me crazy. This project should normally send out notifications to a special group (a...

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

Hi, We have configured JSD  in an internal/closed environment and connected a public Confluence as a knowledge base. When we receive an support request by email, the knowledge base finds a r...

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

I am wondering if Jira Service Desk is able to use a Google Group for email requests - rather than a specific email account.   We currently have 3 groups to manage support / customer requests,...

• Question
• jira-service-desk

Is it possible to bold the queue name in JIRA Service Desk cloud?

• Question
• cloud
• jira-service-desk

Is it possible to change the columns on the ticket viewer on JIRA service desk ? where can we manage that ?

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

Hi there; I'm looking for a way to transfer an Incident to a specific Support Group for resolution. All ITSM tools offer that option. Let's say the Service Desk was not able to resolve the Incident...

• Question
• jira-service-desk
• atlassian-support

I want to delete a project that I created, but delete project option is not shown neither on Jira settings -> Projects page nor on MyProject -> Project setting page. I am member of amin, jira-a...

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

...abs.fieldScreenRenderLayoutItems) #if ($layoutItem.orderableField.hasValue($issue) && $layoutItem.orderableField.customFieldType.descriptor.viewTemplateExists == true) <tr> <t...

• Question
• custom-field
• jira-service-desk
• jira-service-desk-server
• server

Hi there, I have found a strange behaviour in one of our automation rules. We have created a SLA as a reminder to close tickets that have been done/fixed for 3 days. Therefore, we have an automatio...

• Question
• automation
• jira-service-desk
• sla

Hallo, ich habe einen Kunden zu diesem Projekt hinzugefügt. Danach habe ich versucht eine Probe-Supportanfrage zu stellen, doch diese wurde nicht weitergeleitet, obwohl ich dem Kunden die benötigt...

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

I have created reports in Jira Service Desk and would like to know if there is a way to change the order of the reports listed in the left pane of the way they are listed so I can group like reports ...

• Question
• jira-service-desk

Hey gurus, A question for y'all. O a, trying to set up a queue in JSD, which is called 'My Groups Work'. I want this queue to be dynamic and check what groups the current user belongs to, then check...

• Question
• jira-service-desk
• queue

Hi, I would like to setup an email notification to inform the team/agents when a ticket is assigned to their queue. How can I change the configuration? Thanks in advanced for your help. Matt...

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

HI, I have a workflow where we have to perform a transition automatically when actual date is equal to end date. when we create a issue we mention out of office delegation start and end date .

• Question
• jira-service-desk

Hi all, I'd like to make primary and mandatory fields for different issue type. For example, for Promo Issues Type - there are one set of primary and mandatory fields, and for Development Issues Ty...

• Question
• layout
• agile
• issue
• jira-service-desk
• required-field

Our company sells hardware and software to distributors. These distributors sell the hardware/software to end-users. When a support-issue arises, we want to encourage our distributors to first att...

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

Problem Knowledge base articles don't look great on mobile if you placed a large image to the original Confluence page.   Workaround Add Style macro to the original page, and apply CSS l...

• Article
• jira-service-desk

Hello community,  Here is my task. An auto mechanic needs to perform a serious of preventative maintenance tasks on different cars at certain intervals. For example, the oil must be change...

• Question
• jira-service-desk

Thought I'd share this neat trick with Jira Service Desk + Script Runner. I think most people already use Script Runner Behaviors as a way to pre-fill a form with default text in the Description. T...

• Question
• addon-com.onresolve.jira.groovy.groovyrunner
• jira-service-desk
• jira-service-desk-server
• server

Hey guys, I want to display additional attributes to the insight objects in the service portal intake form in JSD. I know I can do that on the edit issue side, but I need this functionality during th...

• Question
• insight
• jira-service-desk
• jira-service-desk-server
• portal
• server

I am attempting to customize my portal and projects and I do not have any training material for the new look and feel.  Help!

• Question
• jira-service-desk

Not sure if this can be done in Jira Service Desk or if we need an add-on.  How do we go about editing the form layouts to identify groups of questions to the user rather than one long form?&nbs...

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

Does anyone know how to remove all the history in an email thread using JSD Cloud?  Here is an example:   From: New Name (Jira) <jira@domain.atlassian.net> Sent: Tuesday, January ...

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

How do I grant my user system-administrator access?  I see  this for “Jira Administrator ability to perform most administration functions ( EXCLUDING SMTP Config ) That’s why I believe I a...

• Question
• email
• jira-service-desk
• permission

I have a workflow in which there are 5 actors - City Head, City Teams, Finance Team, Create Rule, Peer Review Each actor has 1 or more email ids Each actor will be associated to one or mo...

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