Jira Service Management

Hi Team, We are facing an issue in our jira service desk setup, where the each email ( in a email thread) reply is creating duplicate ticket. this is not happneing for all tickets or emails. But we ...

• Question
• duplicate
• email
• issue
• jira-service-desk

When a request is received through the email channel, attachments end up as links instead of being attached.   Is this a configuration issue or standard functionality which cannot be changed? ...

• Question
• jira-service-desk

How do I setup my service desk so that when customer try to create a request they don't have to sign up? This my current setting for Customer Permission:   However when I try to access the ...

• Question
• jira-service-desk

Hi, I'm unsure if this is a Service Desk or Confluence plugin based issue. I've creating Confluence pages for exposure through JIRA Service Desk. It's going well so far especially since the look &am...

• Question
• confluence
• jira-service-desk

In my JIRA Service Desk, I have create a single select custom field, which I set the filter as all active users. And But when I login my customer account in customer portal, no users in this field f...

• Question
• jira-service-desk

Have established an approvers field in the portal form (JIRA Service Desk) for users raising a change request to select an approved authoriser for their change. This is working nicely howev...

• Question
• jira-service-desk

Hello, I would like to know if is possible to add the phone number and skype user to the servicedesk organizations directory, schedule a meeting and make a call to the customers through se...

• Question
• jira-service-desk

Hi Folks, I have created some fields that the agent should fill before actualizing a status of an issue (I have created some text fields and created a personalized screen, then I have...

• Question
• comment
• field
• internal
• jira-service-desk

Every so often a user mistakenly gives a bad rating, and will mention in the option comments that they meant to give a different rating. Is it possible to change it after they chose the first time? S...

• Question
• customer-satisfaction
• jira-service-desk

We have several Service Desk projects for which we are constantly being prompted to "Update" SLAs in the Project Settings. When "Updating," it runs the updating bar and does not stop. Ever. If I sto...

• Question
• jira-service-desk

...nowledge base feature or is limited Confluence functionality included with the base Jira Service Desk subscription In short, do I need two subscriptions to run a public facing service desk with a l...

• Question
• jira-service-desk

Hello, I have look all over the settings for this and i am unable to find any way of accomplishing what i am trying to do. Basically i would like to be able to: When Issue created If reporter inO...

• Question
• jira-service-desk

Hi, we've got some curiosity in our SD-Mail template configuration going on. In our prod-system, the "Answer above this line"-line disappeared (see attached screenshots). We've got exact the same co...

• Question
• email
• jira-service-desk
• template

Is there a database table in Service desk which shows the list of customer notification setup ?

• Question
• jira-service-desk

Hi , I am looking for a way to get information on when a user is added to organisation in JIRA Service desk? Is it available in any history tables or logs?

• Question
• jira-service-desk

Once the Issue is closed in the Service Desk, we can migrate to the Change Management. But how do we tag the First Status of change management. for e.g, "Issue 1" current status is Closed in Service...

• Question
• jira-service-desk

Can we create a customised Statuses for Service Desk Fulfillment workflow and a customised Statuses for Change Management Worklow. if yes, than what are prerequisite parameter setups which needs to...

• Question
• jira-service-desk

Hello, my customer wants their agents to have the possibility to favour queues, and to view them in their preferred order. Agents should have the ability to reorder queues as they wish. I know that...

• Question
• jira-service-desk

We are testing JIRA Service Desk and found that we are unable to configure o365 email for JIRA service desk alerts. Mail do not receive to email recepients and hence it is becoming a show stopper for...

• Question
• jira-service-desk

We are looking for on prem setup of JIRA Service Desk + JIRA Confluence hence want to know what would be the best recommended hardware configuration JIRA Service Desk + Confluence on premise setup (C...

• Question
• confluence
• jira-service-desk

Hi there, I had thought this was something pretty simple of out the box in Service Desk. Basically what we are trying to do is that if an issue is on the 'Resolved' status for 72h, it transitions to ...

• Question
• automation
• jira-service-desk
• transition
• workflow

Hi, I start using service desk recently, when the first test request raised, the system sent notification to all customers "same group".  I checked the setup, the notification setup to no...

• Question
• jira-service-desk

Can I expand the portal list areas on the Help Center where the projects are listed and on the Project portal where the request groups are listed.  If this can be done please provide inform...

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

Merging boards and projects is very confusing. I was able to create a board for whatever reason. I am not clear how it works now. I don't know where my support board is.

• Question
• jira-service-desk

JQL search query based on current user component or custom field created for Department ?? I actually want to view/monitor all my Department calls

• Question
• jira-service-desk