Jira Service Management

We have Jira set up so that if anyone emails an email address then it creates the ticket. This works for most of our users and even for outside email addresses that dont have jira accounts. however s...

• Question
• jira-service-desk

Could I configure an user to view/alter a request with a specific PMO ? We have in the same project 2 different PMO: support and migration. We need to hide of the users the requests with P...

• Question
• jira-service-desk

I am receiving automated emails in Jira and creating automation rules to process - prioritize, close, etc. issues based on the email subject line and who sent it.  Is it possible to identify the...

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

Hi- My issue is the same as mentioned here. However i am on Jira cloud. Sometimes agent requires clarfications from customer; so we transition it to status 'Clarification Required'. Once customer g...

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

Hi Team,   I've created a new ticket and resolved the log today's. In JIRA there are two conditions set up to reopen the ticket. Condition as below,   1) Only users in any of...

• Question
• jira-service-desk

Hi, maybe it's a bug, but maybe I'm doing something wrong ;-) ... If I paste a picture via crtl+c and crtl+v in the Portal and klicking on "Add" ("Hinzufügen") it wil...

• Question
• image
• jira-service-desk
• portal

When I was evaluating Jira service desk (server installation) I was able to create an initial project.   Subsequently we upgraded the product to version 3.5.3 and purchased the 3 agent starter l...

• Question
• jira-service-desk

I am trying to create a knowledge base article on a test version of jira service desk and confluence.  Through application links it functions normally, however when i go into the project settin...

• Question
• jira-service-desk

I am setting up JIRA Service Desk to replace our ageing Kayako support portal. Looking at the opportunities I have a key question comes into my mind: How many JSD projects do I need and what are the ...

• Question
• jira-service-desk
• new-to-jsm

How to raise a request under request type "Hidden from Portal" as an admin?

• Question
• jira-service-desk

When issue is under "Waiting For Customer" I want trigger an auto alert on e mail to my customer requesting them to share an update on it else issue will be resolved after 24hrs or 48hrs.   Ag...

• Question
• email
• jira-service-desk

Hi I'm a quite seasoned programmer who has been working with JIRA for many years now in various projects, but I've never really taken the time to learn the tool properly and administrate it for any ...

• Question
• jira
• jira-service-desk

I need help to get started.  I have the documentation but my screens do not match.  There must be a problem with my access or maybe I missed a step to set this up properly?  Help pleas...

• Question
• jira-service-desk

I need help to get started.  I have the documentation but my screens do not match.  There must be a problem with my access or maybe I missed a step to set this up properly?  Help pleas...

• Question
• jira-service-desk

Hi all, Let's say I have a very large company as a client and it contains more than 500 people who can send in requests.  Is there, or can I somehow create an admin for the company who will be...

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

Hi there, I have a problem that I can't seem to find the solution to in the documentation. I want to add an "Estimated Date of Completion" type field for the agent to update on the jira project, but...

• Question
• cloud
• jira-service-desk

Hi There, When a customer creates an Issue in the portal - they get an acknowledgment email sent - but when we create an issue (say when they phone)  - [1] They don't get an email - even throu...

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

Hello, I am looking at Jira as a solution for a problem we have now.  We use Mantis BT for tracking issues within the business.  This has worked fairly well for simple projects, but in the...

• Question
• jira-service-desk

I am trying to work on a unique requirement. I have an onboarding html form that has the following four questions with Yes and No radio buttons. Are you an employee? Yes No Do you work on site?&nb...

• Question
• jira-service-desk
• jira

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!  

• Question
• 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...

• Question
• 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?

• Question
• jira-service-desk
• mail-handler