Community resources
Community resources
Community resources
Jira Service Management
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I am working within JIRA Cloud and creating a Service Desk portal for our HR department, as well as an associated Software project that Issues can be linked to. As some of the questions coming...
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Hi, Is it possible to automatically change the "Solution" if the customer is not satisfied with the solution and reopens the issue? At the moment I have an automation rule that reopens an issue if ...
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How do we setup a Customer Portal under a particular Project?
374 views 7 0 Deleted user September 21, 2018- Question
- jira-service-desk
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A blog in september 2017 indicated that the eagerly awaited revamped requests resolved and requests deflected reports that allows user to view informatics at an article level were soon to be released...
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Hi guys,I recently installed a fresh Jira Service Desk solution, but when I create a new IT Project and enter to configuration -> Request Types it's never load, only a spin load icon but nothing t...
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We need the support team of one project to have no access to data from another project. It is necessary that project A support can not see customers, tasks and even the name of the project B. How can...
- Question
- jira-service-desk
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Hi, I have a few customers who responses are not then showing in the ticket when they reply by email to the email notification when a ticket is updated by an agent (they can either reply directly to...
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We are using the Service Desk(Self-hosted server) for some of our internal processes like IT and HR and are exploring using it for our Customer Service people who help out our customers. When we were...
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I have posted two questions now. The first one was marked as spam. The other as not authenticated and doesn't even seem to have registered. I have also tried to get help by commenting other wuesti...
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- authentication
- feedback
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We have a Customer who can't create Service Desk Issues via email. He used to be a Jira user, but is not anymore. His User Account is deleted, but he has the same emailaddress as when had an Useracc...
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Hey, Still relatively new to this so apologies for any poor terminology used! When a user calls the IT Support department I'm in, we start typing away on a new Helpdesk ticket. We summarise th...
- Question
- jira-service-desk
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Hi community, I need to automate the assignment of issues based on the language the customer chose in the portal, not on request type. Is that even possible? Did anyone ever try? Thankful for any ...
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Hi, Is it possible to customize the view of the web portal? We want that after a customer creates an issue, he will get a text in the portal that says something like "thanks for creating an issue. ...
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Hi, We want that the customer can close his own issues. It should be possible in the web portal if I add a transition and choose "show transition in web portal". But we want that the customer can ...
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Can I fully customize design for knowledge base (customers portal) like https://help.medium.com/hc/en-us, https://help.twitter.com/en, https://www.facebook.com/help/?ref=pf. I want to us...
- Question
- jira-service-desk
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Hi, I have two questions: Question 1: I'm trialling out Atlassian's Service Desk solution and one specific requirements we have is for our engineers to be able to send out an ema...
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Hi Everyone, I am looking for a workaround on how to fill data in Jira custom fields with the help of HITACHI SSO. usually the data includes issue creator's: Name Line of Busine...
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Hello, I have a use case to implement. The problem statement is to create a new service desk ticket and this ticket based on some input, can invoke multiple tickets down the line. I know there is p...
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If a request requires approval from multiple approvers, we can view from the UI the date the approver approves/declines a request: I was wondering whether we can get that timestamp of when an...
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We need a single request type to be laid out like this: The first row (with "Sick Remaining," "Vacation Remaining," and "Comp Remaining") is for the employee's information only; these fields are...
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Hello! Is there a way of notifying or re-notifying a group of people when a ticket goes unassigned say 24 hours. For example: I create a ticket with a group user picker field, I ...
- Question
- jira
- jira-service-desk
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We have two different service desk projects for two very different products. It seems that customers from one service desk also appear in the list of customers of the other one and thus polluting the...
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We want to avoid sharing internal comments or discussion with the customer.
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Hi, I've created a worklfow for a service desk change management project, It features a lot of approve/decline steps. For some reason, I'm seeing two decline controls on the tickets. (I changed the...
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- jira-service-desk
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I work with 3 developers that use Jira and their UI is almost completely different than mine. For example, in their backlog when they click on a ticket item, a modal is brought up displaying the deta...
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