Jira Service Management

When we close issues in Jira Service Desk, two notifications are produced: 1. Technician changed the status to Closed. 2. Technician has closed this request. We want the first notificati...

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• jira-service-desk
• jira-service-desk-server
• notification
• server

I am trying to get a list of all the tags that were created in our Service Desk project - is there any place this list can be exported from?

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

Hi Atlassian community, I'm currently implementing a Jira Service desk inside my company to offer a better support experiences to our clients. To promote its usage to my management, I'm exploring re...

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

We are in the process of test the Jira Service Desk with the go live target date of 02/11/19. While testing we found that SLA tracking has been turned on, we did not have it running when we were just...

• Question
• jira-service-desk

We are creating a lot of users inside Jira and we would like to disable these notifications sent to new users.   Doeas anyone know if there is a way to do it?   Thanks in advance!

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• account
• jira-service-desk
• jira-service-desk-server
• notification
• server

Jira Servicedesk gives the opportunity to link cases. We serve 22 departments that use the same system, chances are that if there's a problem with the system several departments will raise a case in ...

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

The incoming mail for our Service Desk is handled by a POP connection.  I need to use the mail handling in JIRA SD to filter out email that is COPIED (CC) to a specific account. Any suggestions...

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

Good Morning. I am looking to setup Jira Service Desk to send the historical comments/logged work in a response to the client and vice versa.  I setup the mail handler and they are not showing u...

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

We're a company that sells support hours in blocks of 30 minutes. 10 blocks at a time. Im looking for a way to sound hours used up to the next 30 minute mark.  We would like to tie these hours ...

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• hour
• jira-service-desk

I have an request issue in service desk, and I want different options in the drop down under priority.  How do I change the options? Thanks!! Tanya

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• jira-service-desk

Hi, When i read the Email notification,its not reflecting into queues and every email is going into read format in gmail, i want to remove these functionalities.

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• jira-service-desk
• jira-administration

I would like to be able to close the request or ticket with out having to go to in process before I do so. Is there a way to go from open to close without having to have so many steps?

• Question
• jira-service-desk

I have created a new request type for my service desk but when a user processes a request using the new request type, the title is flipped to "Remove".  Has anyone else experienced that and if s...

• Question
• jira-service-desk

We have the email respond to ticket feature enabled on our Jira Helpdesk, but we've noticed that when someone responds via email to the ticket, Jira will strip out all the images and replace them wit...

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• cloud
• comment
• email
• issue
• jira-service-desk
• +1 more tag...

How can I associate an already existing customer with an already existing organisation? As far as I can see there is no way it can be done from the GUI?

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• jira-service-desk

Hi everyone, i need to set the reporter on create issue based on a custom field which is read over nfeed. the custom field E-Mail is the username of the user in jira itself. we have the addon ...

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• groovy
• jira-service-desk
• jira-service-desk-server
• server

Hi I'm trying to create an automation rule in Jira Service Desk that will alert the agent who is assigned to the ticket when SLA is breached.  But in the "THEN" part of the rule, I couldn't fi...

• Question
• jira-service-desk

Hi JIRA Community,  I'm a total novice and have no prior experience in setting up something like JIRA or any kind of JQL experience etc. :-)  I inherited a legacy JIRA system from a mem...

• Question
• jira-service-desk

Hi,   i created my service within different projects. One project is dedicated to one customer. In each project, i created accounts for people who need to raise tickets. Some people would ne...

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

Team, With respective to below URL content -> "You can also get alerts for SLAs that are about to breach"   https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html...

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

Hi, i created a SLA and a Automation, that if this SLA is breached, the issue get to be closed. But it wont.  As you can see in the error, the issue status could not be changed. i tried to get ...

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

I am new to JIRA Service Desk and I wanted to know if there is a way that I could make a workflow that made a certain agent a watcher when a ticket is made by someone in a certain company?  Ex....

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

How can I prevent a task from showing in the backlog if a subtaks is not DONE yet?

• Question
• jira-service-desk

Hi all, Question, I'm setting up a new service desk, and have enabled allowing creating request through email.   When creating "request needing approval" through the web interface, everyt...

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

Hey everyone,   We have a Jira Service Desk 3 user license, for fairly small company. I've been hired last summer as a IT technician in this company and had an Agent role on our Jira Service ...

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