Jira Service Management

When a client emails Service Desk, How long should it take before I see the new Open Request in Service Desk?

• Question
• jira-service-desk

Hello -  I am new to JIRA Service Desk. I am more familiar with JIRA Core, so there is a JIRA foundation to work with. I am attempting to set up a JIRA Service Desk project which provides IT su...

• Question
• jira-service-desk
• jira-service-desk-server
• organization
• permission
• security
• +1 more tag...

We're setting up Service Desk and would like to use our own workflow, rather than the default workflow. I came across this KB article: https://confluence.atlassian.com/jirakb/workflow-propertie...

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

Hi, We are trialing Service Desk and I am trying to follow the suggested"tutorials" from Atlassian.  When adding the very first request type, I cannot complete the task as described as the drop...

• Question
• jira-service-desk

Like many other companies, next May 25 we are affected by the GDPR. We have been reviewing information about the different atlassian products that we have licensed (JIRA, Confluence and JIRA Service...

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

The image for "Normal" Priority in the Service Desk backend is broken.  The HTML for this icon is: <tr class="issuerow" data-issuekey="    [...]    <td class="prior...

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

Dear reader,    I´ m wondering if it is possible to copy a field configuration, / a field. I cannot find it anywhere.  I would love to use the same setup with a different name above...

• Question
• custom-field
• customer
• jira-administration
• jira-service-desk
• portal

Our JIRA Service Desk (Cloud) version, customer received the email with attachment, the hyperlink cannot be open and it needs customer to login. Any setting can let customer open but no need to creat...

• Question
• jira-service-desk

How can I build a knowledge base category structure (with sub categories), possible for users to browse?

• Question
• jira-service-desk

We have been using this feature for 5 months, but since last Tuesday 15th May, customers are reporting errors while trying to close an issue.   After check Jira Permissions on Schema I receive...

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

All, I apologise if this has been done to death, I have done a quick google but getting unrelated solutions (upgrade from eval edition .etc).   My Version: JIRA Info Version 7.9.1 Bu...

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

I have set up the security and congi as indicated, but when tryoing to send from gmail a support ticket to test if it ends up in the service desk, it seems it is not working  

• Question
• jira-administration
• jira-service-desk

Hi, We have created an Outlook email template (form), were staff fill out fields, like Location, Phone, Priority, Description etc and this info comes across to Jira SD. We are trying to capture the...

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

We have a Service Desk project for our internal Help Desk, and users can send emails to this address to create new issues i.e. open a ticket. This address is also used for the administration of soft...

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

Is it possible to get custom fields found in the ticket put into a canned response? (using the built in feature, not the pro plugin by Spartez)

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

As soon as the issue is assigned to a request type the Assignee list should load from a specific set of users instead of loading all users in the cloud.

• Question
• jira-service-desk

I am trying to use saved filters in Automation rules... I can get rules to meet conditions of normal saved filters, but cannot get them to work with filters created with ScriptRunner Enhanced Se...

• Question
• jira-service-desk
• scriptrunner

Hello, is it possible, to create a rule, that Jira ITSM answer to a ticket automatically if the Topic is already in FAQ or Knowledge base?  E.g. A customer creates a ticket with the subject "w...

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

We would like to encourage negative (as well as positive) feedback and feel that if feedback was anonymous customers are more likely to give us honest and more useful feedback. Is it possible t...

• Question
• jira-service-desk

I know that there is a DB statistics on the  System Info page that allows to get number of issues created in Jira Server. Is there any way to get such info in Jira Cloud?

• Question
• cloud
• jira-cloud
• jira-core

I will like to prevent my customers from seeing the change managers field and change advisory board field on the service desk portal.   Note: this is an internal service desk project.   ...

• Question
• jira-service-desk

Hi,  Is it possible to add a drop-down menu in the fields of the Request Types? For instance, I would like to add a drop-down menu for the Components field so we can avoid having people creatin...

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

How can a customer change a field (e.g. the priority) after he has created a ticket?

• Question
• jira-service-desk

I did not find History API for Jira Serve desk.Please reply to question    

• Question
• jira-service-desk

Currently we have a customer used project in our Jira enviroment which ist configurated by us. Within this project each customer is not able du to security levels and workflows to see other tickets f...

• Question
• jira-service-desk
• import