Jira Service Management

The Jira Service Desk marketing team is looking for customers who have successfully switched from BMC's Remedy ITSM to Jira Service Desk!  We’d love to hear your thoughts on the pros and cons of...

• Question
• jira-service-desk
• jira

Hi!   I need to remove the option Report in Jira Service Desk cloud. How do I do it?   Thanks!  

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

  Hello, For Service Desk request forms we have created custom fields and set a default for those custom fields. All of the forms show up and work correctly, but when viewing some of the issue...

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• jira-administration
• jira-service-desk

Is this a plugin I need to activate for using Self Service Portal? Please help

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

For security reasons, our Jira server is not reachable from the outside. We are currently setting up JIra Service Desk for external customers to report bugs and change requests. For the customer port...

• Question
• jira-service-desk

...reateusers=true,notifyusers=true,ccwatcher=true,ccassignee=true,stripquotes=true subdirectory: /servicedesk-mail/am-new Anyone know how to setup incoming mail in Jira Service Desk?

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• jira-service-desk
• mail-handler

Is there a way to add a gadget to my dashboard to show how many tickets each person resolved and how many tickets each person has open plus those open that are past the due date?

• Question
• jira-service-desk

We have a two different projects in jira service desk and whenever customer visit to old customer portal that request to be redirected to new customer portal is there any way that we achieve this..

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• customer-portal
• jira-service-desk

Hi everyone, I am looking for some best practice advice.  We are going to be moving from freshdesk (which is great) to service desk to better integrate with Jira.  We are in the process of ...

• Question
• jira-service-desk

Hi everyone, I have created an onboarding request type for our IT project service desk which includes several custom fields like first and last name, team, employee type, etc. I would like, through...

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• jira-cloud
• jira-service-desk

We have an external customer that wants to create issues in their system and export them as an XML and upon import into JIRA, create a new issue.  Has anyone else successfully done this?

• Question
• jira-service-desk
• xml

I'm in the process of making a new Service Desk project for one of our teams.  During this process, we're trying to figure out which fields we want people to have to fill out, and we were wonder...

• Question
• jira-service-desk

Hi, I am currently involved with setting up a JIRA Service Desk server instance. We are currently looking at how to identify VIP users within our internal organisation. Is there a recognised best pr...

• Question
• jira-service-desk
• user-management

Hi, We are in the process of purchasing Jira Service Desk. I have recently installed Jira service Desk (v3.8.2) on a test server using a production backup of our current Jira Software instance. Aft...

• Question
• jira-service-desk

Hi, if I want to share an issue/ticket with an existing user, the search function does not deliver any users. by username instead it delivers it by entering the email-address. Is ther...

• Question
• jira-service-desk
• jira-software
• issue
• share

Is there any other options for configuring the "My Requests" customer facing page? Specifically I'm looking for better options in filtering and searching for issues within a large list of requests.&n...

• Question
• jira-service-desk

Can someone translate what this means? I am using Service Desk Cloud.  When I try to set up an automation rule to change the request type from an Incident to a request type I created called Repo...

• Question
• jira-service-desk

I have an automation rule set up so that when I receive an email from a specific address it assigns the issue to a specific customer.  Not all the issues are being tagged, where the customer fie...

• Question
• jira-service-desk

Hi Team,  We have a JIRA issue due to which I cannot tag an added user on stories nor I can assign issues to her to get business approval.  Please help us to resolve this.  

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• jira-service-desk

When closing an issue as solved and adding a comment with the solution notifies the customer via email. So far, so good. But I can't edit the notification message to add the solution (comment, which ...

• Question
• jira-service-desk

Hello, I created couple additional SLA to track the time in each status, these SLAs are not getting calculated and not showing up in the issue. My workflow is as below Start -> Inprogress ->...

• Question
• jira-service-desk

Replies from customers are not being added to service desk issues.  We have a mail handler that adds comments to all other jira issues, but not replies from service desk customers.  I have ...

• Question
• jira-service-desk

When a customer creates a ticket, they would like to see who the assignee is. 

• Question
• jira-service-desk

One of my newly added project seems to inherit the entire customer list and i can't seem to find a way to remove (de-associate) them.

• Question
• jira-service-desk

Incident workflow - penultimate status = Completed Change workflow - penultimate status = Resolved   Isn't this the wrong way round? You resolve an incident and ...

• Question
• jira-service-desk