Community resources
Community resources
Jira Service Management
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Hi there, I am currently evaluating JIRA ServiceDesk and unsure how we can handle the below scenario, We work on behalf of a third-party vendors and provide service to their clients. We would...
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When a customer use email to raise a request, the sender of notification emails they receive would appear to be from the support site (such as Tech Support <jira@domain.atlassian.net>). However...
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I am building out my base requests types, but it would help me onboard a bit quicker, if any of you in the community could share a list of Request Types you defined. I'm particularly interested...
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This question is not aimed at how many request types are displayed in a group by the customer, rather how many request types I can access as an administrator for editing purposes. I have a group in ...
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When you "Create Issue" for the Priority field there is a "?" that brings up a pop-up window with more information. I need to remove all other information, except the description of the Priorit...
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- jira-service-desk
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I've got the JIRA OPS Integration setup within OPS Genie. When an alert is acknowledged in OPS Genie, an incident gets updated in JIRA OPS. I'd also like to automatically assign the JIRA ...
2,257 views 1 0 Deleted user February 22, 2019- Question
- opsgenie
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I'm looking to create some simple surveys to get feedback from our users and would love it if we could feed all of this directly into Service Desk somehow. Is that possible?
- Question
- jira-service-desk
- survey
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I am looking to chat with larger companies (maybe 8k-20k users) who are using Jira Service Desk. I would like to connect with you to learn about your setup, your pitfalls and successes of moving to J...
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Hello, We have two service desks set up, one for private/internal use and one for public. Our problem is that internal employees keep using the public service desk to create tickets, but we wa...
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Good afternoon all. Someone knows how to add the last comment or the last person whom updated the incident under the filter page? Thanks,
- Question
- jira-service-desk
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Using a custom field for email or name, can I check if a customer already exists in my service desk as a condition before trying to add them as a customer?
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Hello, I'm still testing Service Desk and Confluence in the cloud. For my tests, I have created a Service desk project that I have linked it to a confluence base. When connecting to custom...
- Question
- jira-service-desk
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A common question we get is, how does alert deduplication work? Here’s a little insight: Opsgenie de-duplicates alerts to reduce the number of alerts and prevent alert fatigue. Alerts are de...
- Question
- opsgenie
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If I want to use the REST API to emulate the process of someone sending a email to the support email address, can I just use the requester's email in the raiseOnBehalfOf field? For example, the requ...
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Hey everyone! I'm running into some issues with how the emails are sent to customers from JIRA and setting it as potentially suspicious and sending as the user who made the comment or change. I thou...
- Question
- cloud
- jira
- jira-cloud
- jira-service-desk
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Hi all, I have the following object structure: With the following structure of Object Type: Question 1: How can I filter (IQL) all objects belonging to a specific root object (e.g. ob...
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our jira can not transtion workflows in issue, anymore and we need to do a "Integrity checker" and run "Fix" all the time to make issues transtion to new status.
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Hi, we have some problems here since the last Update to current Version. Unfortunately there are no "ä", "ö", "ü" an other special chars displayed in the Customer Portal (See Picture) Thanks for...
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I need to add a comment within a transition screen, but I don't want this comment to be visible to Customers. Having the "Respond to customer" hidden, or at least having the "Internal Comment" selec...
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Default JSD send customers an email when a request is created. We want to send the 'Request created' notification one step later when a request is accepted by our Support team. We've made a custo...
- Question
- jira-service-desk
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I have a requirement like for the custom fields I need a drop down button custom field which contains yes/no. If I click on yes then some fields should appear.If it is no then some fields should appe...
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Hoi All, Scenario: create a user with the jira api and set an unknown applicationKey create a ticket with that user Goal: Deleting the user because it was wrongly created through the api ...
- Question
- jira-service-desk
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I know there have been a ton of questions about this, but 1) I'm not looking for a custom domain; and 2) many of them are pretty old. So we're using Cloud, and the default URL of one of our ...
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Hi All, I would like to know if there is a way to block email responses into a specific project in JIRA. We have an issue where we do not want users to respond to a ticket notificatio...
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I imagine this is a basic level question, but my Jira admin recently left and I'm filling in for a bit. Our setup has groups and request types. I'd like a certain set of request tickets to be ...
- Question
- jira-service-desk
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