Jira Service Management

For example, when we progress our Change tickets from Awaiting Approval to CAB Approved, then to Deployment, Testing and so on. This creates unnecessary auto-comments in our Activity/ Comments tab w...

• Question
• jira-service-desk

Hello, My company (a small company in Puerto Rico with 5 technicians) is currently in the process of transitioning from a traditional VAR and break-fix support model to an MSP model. Our support off...

• Question
• billing
• jira-service-desk
• ms-project

When a customer is sending a Service Request via Email, they are able to create their own account. And I would like to change this message. And I would like to change the message when I invite a new...

• Question
• jira-service-desk
• notification

We make calls to customers on our Customer page and would like a way to track the interaction with them. So would like to know if there is a way to do a comment or something to track the last time we...

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

We have Jira version 7.7.0 currently on prem.  Will Jira Service Desk Cloud be fully compatible with it?  If so, are there any instructions to get this to work?  I tried the integratio...

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

I am having an issue with customers in one service desk project being able to see the end user portal for another service desk project when they are not customers of that service desk project.  ...

• Question
• jira-service-desk

...hich I've not used to log onto Jira   public string Get(string id) { string html = string.Empty; string url = @"https://company.atlassian.net/rest/api/latest/issue/" + id; H...

• Question
• api
• jira-service-desk
• security

I've set up an evaluation account of cloud-based Jira Service Desk and we're now considering purchasing. How would I ensure our Jira Service Desk is properly integrated with our Jira Softwa...

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

It's been a while since I posted this question.... help? please?  :-(  -------------------------------------- I'm sure this has been asked before, but I've had no luck finding a solution ...

• Question
• jira-service-desk

Hi I know how to make a Software Project public (https://community.atlassian.com/t5/Jira-questions/Public-read-only-issues/qaq-p/699433), but this generate an error (attached) when applying to a S...

• Question
• jira-service-desk
• public

Hello,   Several support tickets that we have open do not get set to waiting for customer response when they are replied to. For most tickets, when they are replied to they get set to Waiting...

• Question
• jira-service-desk

One of the fields in our Service Desk customer portal is a user picker which pulls there user name from the internal directory and displays it on the ticket.  I would like to have a field for th...

• Question
• automation
• jira-service-desk
• scriptrunner

Hi If I link my Confluence Knowledge Base to Jira Service Desk Will users be presented with automatic "Related articles" when they type Issue name? Can I disable this?   I have incomplete&n...

• Question
• jira-service-desk

I created a IT Help Service Desk and added some automation rules (for example: Transition on comment).  After adding a comment on the issue, the transition didn't happen. Even in the log view o...

• Question
• jira-service-desk

...bsp; **************** log4j:ERROR setFile(null,true) call failed. java.io.FileNotFoundException: /var/atlassian/application-data/jira/log/atlassian-jira.log (Permission non accordée)   &n...

• Question
• jira-service-desk

Hi Team,  I have a requirement to show hidden field (Epic link) on agent jira ticket view. I have found the Atlassain articles that these kind of links will not shown on agent view. Is there an...

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

Hi,   My JDS is getting cluttered by marketing files in email footers and get attached to issues and their comments. They're duplicated pushing down below the page fold important attachements....

• Question
• jira-service-desk

I have a help desk project. The user always creates tickets via email. This gives us the title and description of the ticket.  However, they now also want to be able to set the due date for the...

• Question
• jira-service-desk

I have been using a Jira Service Desk project for quite some time for our IT Helpdesk. This project has many "customers / portal users". I've created a second service desk project that is going to be...

• Question
• jira-service-desk

I would like to know if we have the capability of changing the drop down values of fields based on the primary selection  Example  Field 1: Country: Canada ( Drop down) Fields 2 : Provin...

• Question
• jira-service-desk

Just began using Jira and we have not been using the Organizations field in the tickets. Started realizing that in some of the queues the Reporter is listed but not the company he is a part of. Is th...

• Question
• jira-service-desk

Hello all,  Planning to upgrade our JIRA core, Software and Service Desk installation via the downloadable installer.  Current JIRA/Core is 7.1.9, Service Desk is 3.1.9, have looked ...

• Question
• jira-service-desk
• atlassian-support

Hello all,   I am trying to use Epics within an enterprise service desk to cleanly delineate between tasks associated with the different systems we are supporting. I am trying to use Epics to ...

• Question
• jira-service-desk

We have a customer that is using Jira as servicedesk tool. Our company is using TopDesk. From TopDesk there is an API available to escalate calls to Jira. The ticket in TopDesk will stay open untill ...

• Question
• jira-service-desk

I am looking into how I can automatically create linked issues in basic service desk, but am having some trouble. In the article I am going to post below, I read that I can use the automation custom...

• Question
• jira-service-desk