Jira Service Management

We have an "On Going Response" SLA which means that we need to update the customer every hour for example. So if we respond every hour or less then we are compliant. But everytime we respond beyond...

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• jira-service-desk

Hello! :-) We currently use the OTRS Ticketing System and support multiple products from a single helpdesk. We use multiple support email addresses (like support@product1.com, support@product...

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• jira-service-desk

Can i configure Service desk to use Oauth2.0 so that employees from my company can use my company credentials to login to Jira-Service-desk ?

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• jira-service-desk

Hello,   we are using Jira Service Desk and would require queues based on user attributes (e.g. office field of Active Directory user, which is the reporting user of the ticket). So for ...

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• jira-service-desk

The used filter counts issues with "NOT resolution = Unresolved" resolutions, but also issues with "resolution = Not Started" are counted. 83/5000 I do not see the possibility of changing the count...

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• close
• jira-service-desk
• request

Hi,  I have JIRA Software (server) installed and its connect with a mysql database "jiradb". Now I am adding JIRA Service Desk (JSD) on top of JIRA Software, so my question are: * How is Se...

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• database
• jira-service-desk
• mysql

 Hello Experts, We would like to use JIRA service desk to support our customers. While I was trying to create first project in JIRA service desk, it gave me three template options: Basic Servic...

• Question
• jira-service-desk

Attempting to import existing data after upgrading database from H2 to PostgreSQL.   Error importing data: java.lang.RuntimeException: Could not get unique fields for table 'AO_0201F0_KB_HELPF...

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• jira-service-desk

I want to set up a rule so that Resolved tickets will go back to In Progress if someone adds a comment.  I inherited Service Desk administration and have no idea where to start with this.  ...

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• jira-service-desk

We are about to enable SSO with Okta as per  http://saml-doc.okta.com/SAML_Docs/How-to-Configure-SAML-2.0-for-Atlassian-Cloud.html We need Atlassian and JIRA admins to be excluded from SSO wit...

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• jira-service-desk
• jira

We have a transition step that allows customers in the public support portal portion of Jira to close their cases without having to wait for a Service Desk agent to close it. This Close d...

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• jira-service-desk

I have an issue that has popped up where when you try to select a user via either an @ mention or when you try to select a user via a user field (like the reporter field) that the full list of u...

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• jira-service-desk

I need an add-on that will allow me to find out how much each Helpdesk individual has been spending on their tickets combined for a week. Do any do this or is JIRA service desk not able to allocate t...

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• jira-service-desk

I have noticed a huge number of warnings in the atlassian-jira log stating "2017-08-02 11:40:33,278 http-nio-8080-exec-4 WARN User removed 700x229043x1 1uh6nbs 172.17.253.243,172.17.253.107 /se...

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• jira-service-desk

I have JIRA Core, JIRA Service Desk, and JIRA Software licenses installed. The system won't let me add a JIRA Software user to the jira-administrators group because I have used all of my JIRA Service...

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• jira-service-desk

I have attempted to follow several articles related to applying an existing wildcard SSL certificate to Jira and have been unsuccessful on each attempt.  Whether it's using keytool, config.bat, ...

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• jira-service-desk
• ssl

Hello, We seem to have experienced multiple times where an Automation Rule (JIRA Service Desk) have executed while examining the history of affected issues should have had the IF-statements yield `f...

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• automation
• jira-server
• jira-service-desk
• server

I recently purchased JSD License and in a process of setting it up. I have 2 questions. 1. I want to set a sepcific value of a custom field amont few options based on the selections made for previou...

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• jira-service-desk

In the past I was able to open a ticket requesting a phonecall about questions that needed clarification. I am not able to open tickets anymore and it is directing me to documentation which I have al...

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• jira-service-desk

Hello, i like a service portal for outside customers. I cant the master link for the external domain access not configure... I have trouble with the internal users. Has everyone a solution? ;-)

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• jira-service-desk

Contract I will manage has three levels of requests.  High, Low, Maint.  I've set them up as Request Types by giving them different Request Names.  They all have Issue Type of Bug. &nb...

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• jira-service-desk

Attempting to change the status of a ticket in a workflow causes a pop-up to appear with a com.atlassian.jira.index.IndexingFailureException: Indexing completed with 3 errors. Re-indexing the projec...

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• jira-service-desk

I was wondering if anyone knew of any add-on or functionality that would allow us to create an additional level of organization in Jira Service Desk? There are "Groups" which show up in the left colu...

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• jira-service-desk

I always have a first line with —-—-—-—   in customer notification How to remove it Note: Template preview show "—-—-—-— [The content of your notification rules appears here.] ... ...

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• jira-service-desk

On some tickets of the same type and customer request type, the workflow transition buttons (in this case "close") do not appear. On other tickets with the same type, customer request type, and curr...

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• jira-service-desk