Jira Service Management

Hi JIRA Community, I have an easy SLA configured called "Time to resolution".  It doesn't seem to end consistently though.  The SLA is configured as:   However, it doesn't stop ...

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

Hi Everybody, I currently run a service desk that has a large number of portals: we support about 50 external customers, plus internal support. What I am wondering is what would be the best way for ...

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

I'm trying to create an automation that will assign emails received from aliases to my SD queues. I followed the instructions provided here. Yet when I create the automation, I have 2 problems: I ...

• Question
• jira-service-desk

Unfortunately it does not seem like this user has sufficient privileges. For example when they call the method  https://dev-jira.seacom.mu/rest/servicedeskapi/organization/{OrganizationId}/&nbs...

• Question
• jira-service-desk

Hello Support, In Quiddity system when a customer feedback is received, the email is forwarded to Quiddity JIRA Support, JIRA Supports, then creates a feedback. This flow is fine. But when the user...

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

Hi.   So I read what I could find to understand the difference between the two. I know that Requests are what the customers raise, and Issues are what the support agents deal with. However, ...

• Question
• cloud
• issue-type
• jira-service-desk
• request-type

Dear Jira team,   We need your help to solve an outgoing email setting issue.   We have configured jira@paasoo.com for outgoing email on Jira core, and it works quite well.   Now...

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

I have a customer that has several people creating tickets for their company. They would like to see all of the tickets raised for that company, but currently they are unable to do so. Is there any...

• Question
• jira-service-desk

When setting up an email address for incoming Service Desk requests via Secure IMAP, any replies via the email will continue to send repeat email every minute

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

I'm looking to automatically update the Summary field with the value of the Request Type Group the issue is in + the Request Type. I've got the second part, but I'm not sure how to get the group info.

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

i have been asked as a scrum master to automate the release process in our Jira board. is this even possible? if yes how do i do it?

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

hello team i would like to excute this jql : request-channel-type = email but i found only to option for the issue type channel : portal / jira .   Why i do not find email as a request ...

• Question
• jira-service-desk

We use Jira Service Desk to allow our users to open tickets with our office.  Lately we've had a few tickets become inaccessible in our system.  When trying to open the ticket we get the fo...

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

hello team customer can create issue from customer portal but they cant view it in my requests .   What's the problem ,   Thank you   Regards  

• Question
• jira-service-desk

I am trying to setup a KB to deflect tickets from coming into Jira Service Desk that are basic troubleshoot articles that will deflect some minor tickets. I see that techs have the options to create ...

• Question
• jira-service-desk

Jira Service Desk (Server version) notifications are not sent to customers, at all.  I have Jira Service Desk and Jira Software.  When a Service Desk request is made via the portal, the onl...

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

As figure displayed. Regards, Eric Cheng

• Question
• addon-com.codebarrel.addons.automation
• elements-connect
• jira
• jira-service-desk
• jira-service-desk-server
• +1 more tag...

So Smart Query works great if the values are all one word...like PEGASUS OPEN.  But one project has the status TO DO.  When I enter any variation of PEGASUS TO DO, it finds the project PEGA...

• Question
• jira-service-desk

Hello team    I saw in documentation thar before  performing the indexing. i need to do actions bellow : a. Index recovery snapshot. b. Database backup   I do not underst...

• Question
• jira-service-desk

I set up a Custom Field for Department  and I am not able to report on the fields in the Report Screen for Jira Service Desk Reports.   I am able to see this field entry listed  in the...

• Question
• cloud
• custom-field
• jira-service-desk
• jira-service-desk-cloud
• report

In Service Desk Cloud, is there a way to give 'portal only customers' different levels of access? For example: 1. view only access  2. create and view We have a client who would like to restr...

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

Is it possible to trigger a survey for a user after they have submitted a certain amount of tickets under a specific project code? For example, if user A submits 4 tickets to Project ABC, can they wi...

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

i downloaded the jar file but how to use it as i just saved in my java folder  https://confluence.atlassian.com/jira/removing-invalid-characters-from-xml-backups-12079.html Want to remove inva...

• Question
• jira-service-desk

I have set up a new service desk (Cloud). I also use the email address from Jira.   When I send an email from another email address(like a new customer will do), I don't get any people as part...

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

I migrated my backup xml file from H2 to postgresql ,out of 4 projects in my account 1 is ok but 3 are showing the error "no issues were found on match your criteria" its empty  May other field...

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