Jira Service Management

Case:  Incident happens on 30. Nov. 2 am. Solved at 3am. Not reported in Jira, not documented in Jira. On 1.Dez we want to document it in Jira. It should be with Issue Creation Date 30.nov an ...

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• jira-service-desk
• scriptrunner
• sla

jira customer portal

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• jira-service-desk

I used to be able to do this before jira updated. I don't want to have to reopen the ticket in order to change the MI category. I need to adjust it when it is closed so that the MI is not affected.&n...

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• jira-service-desk

How to send a request creation mail notification when an agent make a support issue?

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• jira-service-desk

       Is it possible to manage security in the queues ? Only certain queues should be visible to users in certain user roles.  

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• jira-service-desk
• queue
• security

       Is it possible to manage security in the queues ? Only certain queues should be visible to users in certain user roles.  

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• jira-service-desk
• queue
• security

My requirement is to implement different SLA for different customers.           1).  Normal SLA for Normal customers          2).   ...

• Question
• jira-service-desk
• jql

My requirement is to implement different SLA for different customers.           1).  Normal SLA for Normal customers          2).   ...

• Question
• customer
• jira-service-desk
• sla

Hi, JIRA Service Desk is not work correctly Mail Handler. My ID support@mobile-os.com is public mail-box, not valid mail-id.  So I created valid mail-id, support_splunk@mobile-os.com with p...

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• jira-service-desk

Hi all, My company will have s single service desk with around 200 organizations. We'd like to set up the default SLA like this. Bronze package: Time to first Response: 24 hours Time to Resolut...

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• jira-service-desk

Hi all, We're trialing Jira Service Desk at the moment and there's one thing I can't get my head around. We have around 200 customers and we want them all to log in to the one place to log tickets,...

• Question
• jira-service-desk

Hello, we're currently evaluating "Jira Core" for internal project management and "Jira Service Desk" for customer support. Recently I came across the "linked issue" feature and was wondering if an ...

• Question
• issue-link
• jira-service-desk

I am having trouble getting my transition automations to work and I'm not sure what I'm doing wrong. I need issues to transition from Waiting on Customer to Assigned to Agent when a comment is added ...

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• jira-service-desk

Our email address that creates cases is a part of a larger email group, but when replies are made to the thread, it creates new issues rather than adding comments to the case itself. Any suggestions?

• Question
• email
• jira-service-desk
• request

I have a Service Desk project that I create issues in via a portal. I'd like to be share the issue I created with others. When I go to my requests and look at a specific issue I see the share icon, a...

• Question
• jira-service-desk

I can call out Approver/Reporter in an Automation Email.  ${recipient.name} .... etc. How do I call out Approver/Reporter in Automation Comment? Thanks! Ian

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• jira-service-desk

We have the JIRA Service Desk Email Channel configured for for public signup (rather than restricted). This is fine for 90% of the email going to our support@companyname.com address....

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• email
• jira-service-desk

If we are developing a new portal front end for JIRA (using REST API to create issues), instead of using default portal, is it possible to access the Metadata values in JIRA database directly? We wa...

• Question
• custom-field
• jira-service-desk
• metadata

Hello everyone, First of all let me provide some details about my setup: - Jira Service Desk V 3.9.1 - Dedicated Server (no cloud hosting) - Active Directory queried via LDAP on Win Server 2012 R...

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• active-directory
• jira-service-desk

1. How to set Approval mechanism work flow. 2. How to add different types of issues

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• jira-service-desk

Hi all,  I would like to make a oto transition as two number custom field. And I am using jmwe plugin "Transition Issue" post function. My fields are "Cost" and "Value".  If  Value &l...

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• jira-service-desk

When a reporter reports an issue to Jira service desk and me as an admin comments with a public comment I would like the reciepent of the comment, ie the reporter to see the whole history in the e...

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• jira-service-desk

Wondering if we have any template for specifying Hours and Minutes in separate adjacent forms. Can someone please share links/plugins if we have any?  Maybe as below format:

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• jira-service-desk

Hi,  I've updated customer notification template but I need to add button inside 'Request created' event (html codes instead of just plain text), Anyway to do that?

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• jira-service-desk
• notification
• template

Please advise on how to setup dkim record for jira, I have followed the instruction given by Jira and it’s still same.

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• jira-service-desk