Jira Service Management

Hello, I need a filter for a queue for JIRA Servicedesk, which calculates a time of 7 days since the last action. All issues that have not been changed longer than 7 days since the last action shoul...

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

I try to add or modify new request types on JIRA ServiceDesk project but when I want to edit fields I receive the following error: Field does not belong to the Request Type. I applied the follo...

• Question
• jira-service-desk

I have 2 incident categories that I want to be dependent on each other.  for example, Main Category, Type, Sub Type.  So when Application is chosen out of the Main Category then only items ...

• Question
• jira-service-desk

Hi  We have a urgent problem! The Service Desk works so far. Most of our customers are sending email instead of using the portal. We configured a Mail Handler for creating issues "Creat a new ...

• Question
• jira-service-desk

Hi Community, Can someone help me out with this problem? We need to automatically closed a ticket that is resolved for 3 days based on the calendar, (excluding weekends and holidays)  How ca...

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

Hello, we need to remove the whole Issue Details section (shown on the right side) when we send mails via the Email Button (Jira Email This Issue). The mail send by the agent should just contain the...

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

Currently, my Atlassian account was created for JIRA and Confluence. Another colleague then created JIRA service desk under their own account. We are now at a point where we need to combine these und...

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

Hi All -    Can an auto response be created to the reporter comments -    Example   Reporter Comment : XYZ JIRA Auto Response Hi [Reporter]; Thanks for your ema...

• Question
• event
• jira-service-desk
• reporter
• response

Hi all,   Currently, my Service Desk doesn't send any notifications to the reporter but I and any other ServiceDesk users receive the notification that an issue has been created.  I've c...

• Question
• jira-service-desk

We have deployed Jira Service Desk.  Objective:  to track, record and report on planned maintenance activities and hours vs actual  Steps taken :  Installed a trial of follow...

• Question
• jira-service-desk
• asset-management
• maintenance

Is there a way to get a list of customers that are using Service Desk in JIRA cloud?    Thank You Jason

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

We have several fields in the request type. We want to set few fields as mandatory and rest as optional. But the system isn't allowing me to change the field's properties. I have the admin access.

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

Hello, I'm trying to translate the customer portal and request types with Jira Service Desk Server 3.12 but I can't see how.  I've already translated the issues and the fields, but I can't fin...

• Question
• jira
• jira-service-desk

If we receive a ticket that we are unable to resolve we would need to assign it to a resolver.  we would want to keep track of the ticket and close it down once they have resolved the issue.&nbs...

• Question
• jira-service-desk

I am not quite sure if that is supposed to work that way, but on a Requests page (the top right corner) - if I search only based on a fragment of the word (instead of full word) it does not seem...

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

Hi, is it possible to create the author or the request participants from forwarded email? The idea is to forwarded the email from one account to mail account which jira server desk creates the issu...

• Question
• jira-service-desk

My PM does not like Next Gen     

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

Is there documentation somewhere that describes in detail what Jira plugin features are and are not supported on the JIRA Service Desk (JSD) Customer Portal? For example, velocity templates? Javascri...

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

Hi all, I've been hunting around the community and I can't find exactly what I'm looking for, so thought I'd raise this 'noob' question. Basically, I want to produce a field in a change r...

• Question
• confluence
• jira
• jira-service-desk

I want to exclude a particular email address from the field 'Request Participants'. Can someone advise a way? We create our issues through emails and thus the email gets automatically added to the R...

• Question
• jira-service-desk

I'm new to my role and responsible to implement and train users on how to enter client/users for Service Desk request support. Is there an How to Document that walks client s on how to summit request...

• Question
• jira-service-desk

I would like to have the widget default to a "Table of contents" and display a request type instead of asking a question. I would also like all KB articles to sort alphabetically by default.

• Question
• jira-service-desk
• widget

Due to compliance issues, there are times when we can't show the message contents to the customer in an email from JSD.  But there are many times, when we are not including sensitive informatio...

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

The incoming email HTML is not shown correclty while opening an issue via e.mail in Jira Service Desk.  This is how it looks like: test -----------------> this is the written text of the em...

• Question
• jira-service-desk

Hi, We use the Server version of the Jira Service Desk, and now we are trying to create a public webpage for the Customer Portal. It is installed to our private server, which is not accessible for c...

• Question
• jira-service-desk