Jira Service Management

I need to make a change to workflow to contain "Waiting for Client" is it possible? Also, with it being added does to stop the "clock" SLAs?  Thanks

• Question
• jira-service-desk

Dear Jira Service Desk community, I'm encountering a strange problem. On the inital page load of the Service Desk Customer Portal the German Umlaute Ä, Ü, Ö are not correcty displayed by either...

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

Our tickets are created based on a phone call into our call centre, I saw nothing about this in the demo or in looking at the software. We would be importing our existing database of customers and u...

• Question
• jira-service-desk

I'm looking at creating a custom automation rule that sends an email when issues are created and match certain fields. What I want to do is have the email sent to the address that's provided in one o...

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

We have a closed service desk; user accounts must be approved and created by us. Opening it up to anonymous access is not an option. I have a new requirement/request from our SD team and I'm not sur...

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

So for example if I have an SLA that measures the time it takes for a fix version to be assigned to an issue and the SLA "Stops" on "Fix Version Assigned" and then the issue doesn't pass testing so t...

• Question
• jira-service-desk
• sla

hello team   I restrict acces with label for customer portal request type. But it still work on the help center , article shown . How can i prevent it to be shown in the help center ? I nee...

• Question
• jira-service-desk

Our service desk is set up so that each customer can only see their issues.  I was asked to find a way that HR can see each other's issues.  I created a HR organization and moved a few cust...

• Question
• evaluator-resources
• jira-cloud
• jira-service-desk
• organization

For a client I have multiple service desk projects, with each of them having their own SLA's. In the projects the agents can check their own issues and see which of them is reaching the SLA.   ...

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

Hi there, We are immanently moving to Service Desk (Cloud) and have set up a custom email address so that customers can continue to use the existing email address when raising issues. This is worki...

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

When creating a ticket users are having the option to share with.  It says entire companyname or no one..   can i disable this from somewhere please?

• Question
• jira-service-desk
• jira

...et up is comment added and the condition is for objects within schema.  I am trying to update an object when an JQL is true.  I am using Jira 8 and this is the line when it fails //line w...

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

Hi, We want to automatize trhe data backup. I use Jira cloud services desk and jira software. How could we do that please ?

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

Dear, When I (an admin in Jira Service Desk) create a ticket for our client (which has a specific project), our client can't see the content of the ticket. This a print screen of the screen which o...

• Question
• jira-service-desk

Anyone found a way how to add request participants through the iPhone app?

• Question
• app
• cloud
• jira-service-desk
• mobile

Hi All, I am trying to extract the Time To Resolution in .csv Formate. But in the downloaded file, this field is missing.  Is there any other way to extract this field   Rega...

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

Hi, I created a new project and activated under project settings the Email requests function. The function is working already and creates for a incoming e-mail an new issue, with the e-mail body as ...

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

Good day,   We have a problem with Customer Portal in Russian language. When user open it for the first time page opens with wrong coding. But when he navigates through, page coding become...

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

Hi, we have set-up email request and the email address is support@clinkitsolutions.atlassian.net. This is working the past days, but today we received MAIL bounce (message could not be delivered...

• Question
• jira-service-desk

Redacted

• Question

Is there any kind of audit log for service desk automation rules? I'm our overall site admin, and opened up our service desk project administration to a very small group of users who manage the servi...

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

Is there a way to get all of you help desk tickets dumped into an excel or csv file?

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

need to modify the flows according to the process that is handled in the institution where I work,

• Question
• jira-service-desk

We have a completely internal-to-the-company portal for handling general IT requests. Permissions to access are via "Anyone with an account on %your_site_name%, by logging in". This works and we are ...

• Question
• jira-service-desk

I'm new to Jira Support Desk and I'm trying to find out how to automate 'Request received' emails for each new support request sent to our email address (associated with the project). Is there any g...

• Question
• jira-service-desk