Hello everyone, I was wondering if it is possible to reset an SLA if a ticket is escalated from P2 to P1 for example. P1 = 15m time to first response P2 = 1h Time to first response The thing is t...
Hello, I've read a bunch of Q&A on the topic, but still fail to see how to work this around. I've got 10 projects and single "support@" mailbox (extra mail boxes require extra licenses...
Hi, Within our company we are thinking about implementing Jira Service Desk in the cloud and I would like to know: How is the integration with Active Directory being on premise? Are there limitati...
I try to add the client by using the process throught the link that you sent me but I was able to create the user plus or more. I can see and work but is profil grant him access to the full Jir...
I'm trying to create a user so he can access the web portal but I'm not able to see when I on projet setting people add user. Them I go in Administrator to add but if i create the user their I ...
I'm trying to create a new customer desktop user (have access only to the portal) but I'm not able to see him projet setting poeple section each time I search for is name it's not showing up in the l...
Dear all, I want to query the Jira database to get all the issues (from the jiraissue table) and group them by request type. After some research I found that the customer request type o...
Hi, We use JIRA Service Desk as an internal support platform within the company. All employees are added as customers, synced from local AD server. All customers are in a group, which i...
Hi, I have a disabled customer notification screen in my project. It means that i can't even click on anything, nor editing fields. Thank you for your help.
Atlassian just announced the ability to work with Jira Service Desk on the go, on its beta iOS Jira Cloud app. In theory, I could : • check Jira Service Desk projects, queues, and issues on mobile ...
Hello all, I am am trying to figure out how to create a case in Jira Software Cloud from Jira Service Desk Cloud using the escalation workflow process. Copying and pasting seems like a ridiculous r...
Hi All, I am having an issue where issues that I have created via the Automation Create Issue are not been linked to the Parent Issue this is creating a reporting nightmare. Below is the automation...
After following the steps here, all my Service Desk request types disappeared. Help Please!
We have 3 teams, all which do software/hardware deployments of some sort. Each group is under a different manager. I am looking at JIRA Service Desk, thinking each team should be setup in their own P...
I have created an html email template and added email content to each of my rules under Customer Notifications in a project. I would like all of my projects to have the same templates/content for the...
Hello, We need to email the reporter when his ticket is assigned to an agent. Is this possible to achieve in JIRA SD?
Hello, We have configured JIRA service desk for email requests on our help desk email account. Our query is, when a new ticket is created on email request, we need to change the subject of the tick...
I'm still confused on how JIRA Core, JIRA Software, and JIRA Service Desk all interact. My interest is in following any and all changes to JIRA Service Desk or supporting components. Having said th...
We are a consulting firm and provide access to our JIRA instance to multiple clients. we currently have 1 client in which we have integration with their zendesk. We now have another custo...
Hello, When a request enters the "Resolved" or "Closed" status I want to be able reopen it. The transition shows in the customer portal, however when I click on it, I get prompted for a c...
Dear all, one of our customers wants to see all issues of their organization but don't want some special person to see all issues. For example: Person A wrote an issue. Person B wrote also an issu...
Hi, Out of the blue emails have decided to stop sending when adding comments to tickets. I still receive emails for new tickets being created and doing the email test works fine but when I comment o...
When responding to a customer, the issue changes to "On Hold" status. The issue then subsequently unassigns the agent that is assigned to the issue. I'm not sure as to why this happening, and ...
Hi everyone. We have recently started using JIRA Service desk. We realised that when we resolve a request it seems to stay resolved even if the customer replies with ano...
Our approvals: Person A --> Person B --> Person C. Each approval is a separate step. Rarely, Person A and Person C are the same person. So, Person A has to approve the request, ano...
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