Jira Service Management

I am interested in knowing how to query our service desk to determine who is assigning tickets to other agents, but I'm not sure which fields to query in order to do so.

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• jira-service-desk

We can demonstrate, like clockwork, our JSD email puller runs every 6-7 minutes. This creates a huge delay for quickly processing incoming mail and slows the entire product down to a crawl. Round tri...

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• jira-service-desk

Hi we have SD 3.5.0, and I received a request to add collaborators, and I found a doc which says to go to people tab and the add collaborators. In my case, I can't see people tab anywhere in SD. Am i...

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• jira-service-desk

I've received some comments from users that JIRA Service Desk notifications defy attempts to group them by conversation thread in Microsoft Outlook. Looking a little bit further, it appears that Mic...

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• jira-service-desk

Like <br> </br> It does'nt seem to work.

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• jira-service-desk

I want to get a better understanding if issues are more frequent durning a particiular shift, ie are there more tickets submitted during second shift operations or during first shift.

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• jira-service-desk

I copied the LDAP configuration from another Jira installation that work's, but getting error: org.springframework.ldap.NameNotFoundException: [LDAP: error code 32 - 0000208D: NameErr: DSID-031001E5,...

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• jira-service-desk

Hi, I have one user in my organization that wants to have access to Tempo in tickets of a Service Desk Project but I would like to avoid extra payments for this. Is there any way he can see tempo w...

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• jira-service-desk
• tempo

Hello, We have a JIRA Service Desk automation that automatically re-opens an issue from "Resolved" status into "Waiting for support" status when a customer makes a comment. We also allow them t...

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

Can we restrict agents to particular Queues ? My portal has Database,network and LDAP request types. I want to restrict agents to any one REQUEST TYPE like network/database/LDAP. For example if a age...

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• jira-service-desk

Can anyone suggest a good way to produce a report showing the ticket activity for the servicedesk in a week?  It's not apparent how to create the report from the reports section to me.  I'v...

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• jira-service-desk

Hello,   I already extended SelectCFType to create a custom field that shows up in Jira Service Desk. The options of this custom field need to get initialized using a REST-Call. To do so I've ...

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• custom-field
• developer
• jira-service-desk
• select-list

I have seen a few posts like this from our "customer" users:

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• cloud
• jira-service-desk

Hi All, So, roughly how long would an upgrade from JIRA v7.1.4 to JIRA 7.43 typically take? 1 hr, 2 hrs? Or do you need more information to make this determination. I'm just looking to see how...

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• jira-service-desk

Is it possible to export a single project and all data from JIRA cloud and import it to JIRA Server?  I found a way to export and import everything but I'd like to be able to export just a singl...

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• jira-service-desk

• Question
• jira-service-desk

In a jira service desk project, during ticket creation, I have to update the ticket component based on state/region (custom field). Which is most efficient, create one automation rule for e...

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• jira-service-desk

I tried to assign ticket using following script, but doens't work. Is there anything wrong? Many Thanks! import com.atlassian.jira.component.ComponentAccessor def customFieldManager = ComponentAcce...

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• jira-service-desk

Hi, I can use "com.atlassian.jira.bc.issue.search.SearchService" for a search the issues . (I cannot use API or the ServiceDesk services). I want to get  "Customer Request Type" val...

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• jira-service-desk

We are not able to get to any PROJECTS under the https://gyftteam.atlassian.net/ Is the system down ?

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• jira-service-desk

Basically I am trying to remove a lot of users from my instance but I want to make them portal customers so they can still make a portal ticket. Or do I have the ability to make portal customers foer...

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• jira-cloud
• jira-service-desk
• portal-only

We have many customers who just call, but we want to track there questions and problems internally, so we have to add customers also without an e-mail address.

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• jira-service-desk

...dded as participant of the ticket (ticket is shared with her) she receives email notifications for every public comment that is added to the ticket or status of the ticket is changed. Expected S...

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• jira-service-desk

We updated our self-hosted instance from JIRA 6.3 to 7.4, and Service Desk from 2.5 to 3.6.4 After re-installing the SD instance several times (we faced lots of issues through the process), we have ...

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• jira-service-desk
• upgrade

Hello, i would like the service desk on port 80 with nginx proxy. I cant this config to run. :-(     I need a tutorial...   Thanks  

• Question
• jira-service-desk