Jira Service Management

Dear all, we want to define SLA goals using an insight object. This looks like: "issuetype = Incident and mSE_Application = RSS ..." mSE_Application is defined as Insight object and is created in ...

• Question
• insight
• jira-service-desk
• sla

We have a large project with circa about 1500 story points. An awful lot of the stories are really technical stories i.e. build a message and send it......At a higher level we have workflows which in...

• Question
• jira-service-desk

Hi, We are just beginning to use Jira Server Desk, and one of our big issues is the confusion between the Portal and Agent View. This is primarily due to the email notification, has a link which goe...

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

Hello, I would like to create a query to get all my tickets with any comment added by a user that is not: - reporter - a Request participant - observer in that ticket. So, a Jira user that...

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

Hi, If an agent close an issue, the issue creator will get an email and there he can click on "view issue". Is there a way to add a button in this email that is called "accept solution"? We want to...

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

the rule as below: When issue is created If these match... issue type = A and Field B = 1 then edit issue with edit assignee = user1 Otherwise, if these match... issue type = A and (Field B = 2...

• Question
• jira-service-desk

Our customers are companies and are divided into platinum, gold and silver customers, we need to set different limits for the total number of requests they can raise in a given time frame, depending ...

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

I'm setting up a service desk and need to track service outages, like if a web server goes down, either planned or unplanned.  Ideally, I'd like to report on component, start date/time, end tim...

• Question
• jira-service-desk

o Set up the base URL o Added Client in JIRA ( Customers) o Sent a Request to client o The client is able to log in and submit a request. The issue is the client can only log in for the first tim...

• Question
• jira-service-desk

Create issue screen suddenly stop showing the configure fields button and we cannot select the fields we want. Any known solution for this problem?

• Question
• jira-service-desk

The next problem arose with the customer support. The support service sends an invitation to the client's email address. It is registered in the system. After that, he can log into the system. After ...

• Question
• jira-service-desk

Следующая проблема возникла у клиента поддержки. Служба поддержки отправляет приглашение на адрес электронной почты клиента. Он зарегистрирован в системе. После чего он может войти в систему. После в...

• Question
• jira-service-desk

Следующая проблема возникла у клиента поддержки. Служба поддержки отправляет приглашение на адрес электронной почты клиента. Он зарегистрирован в системе. После чего он может войти в систему. После в...

• Question
• jira-service-desk

I am trying to link multiple issues in Jira and when I close one of the tickets, I would like to have them all close. Is this possible?

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

We have upgraded Jira software to 7.11.2 and Jira Service Desk to 3.0.11.    On Jira Service Desk we can no longer receive tickets from users, we have ensured we have enabled incoming and...

• Question
• jira-service-desk

Hi,   When I add users to the requested participents list, they never get the email updates. How can I troubleshoot the issue?

• Question
• jira-service-desk

We are a international firm and speak Spanish, English and Polish. When the system was configured originally, they used Spanish as the primary language. I am requesting for our Help Desk to translate...

• Question
• atlassian-marketplace
• jira-administration
• jira-service-desk
• status
• translate

I have monthly service requests creating in the scheduler for patching etc.  I'm able to have them open up directly in the appropriate team queue but can I have it assigned to an individual as w...

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

Hi, Is it possible to reject issues automatically in the folowing case: An employee writes an email to person.xxx@qqq.com and put our helpdesk (helpdesk@qqq.com) in "CC". The employee just wanted t...

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

I have updated JIRA from v6.3.4 to v7.10.0 (v6.3.4->v6.4.0->v7.0->v7.10.0) but still not getting Rich text editor option in description/comment. No Visual & Text option available. ...

• Question
• jira-service-desk

We're starting to let employees of our customer companies to sign-up themselves on our jira service desk by filtering them by their email domain. Is it possible to automatically add them as members t...

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

Hi,   Currently, on our customer portal, when a user raises a ticket it only shows: Summary Description Attachment   I need to change: - "Summary" to "Subject" - "Description" to "...

• Question
• jira-service-desk
• customer-portal
• developer
• field
• jira
• +1 more tag...

Client portal acces without login - server option

• Question
• jira-service-desk
• customer-portal
• jira-service-desk-server
• login
• server

Hi,   we have about 30 people in our company, mostly using JIRA and Confluence. Five of them are working with SD.    I also have the tickmark (User management - application access)...

• Question
• jira-service-desk

In Jira Cloud by default the REST API for the changelog returns the recent changes as first( In descending order ). But in Jira Server by default the REST API returns recent changes as last( In ...

• Question
• jira
• jira-server
• jira-service-desk
• rest-api