Jira Service Management

when we export sla reports, time data is wrong. data on jira and report data are different. how can we fix that? we can't use reports.   

• Question
• jira-service-desk
• export
• report
• sla

My JSON is awful. My plugin obtains the values but we need to package the values into a JSON format:   {"expected": {"id" : 30467, "key" : "OT-1384", "status" : 10200, "activation" : "2017-09...

• Question
• jira-service-desk
• json

1. We get a lot of requests via email currently and they are all assigned to an issue type "email" and then we manually "Move Issue" them to the correct issue type ("service request", "incident" etc)...

• Question
• jira-service-desk

When replies go into activity and regardless of issue status, nothing lets me know that we've received a message. In other words, an issue is auto-created by the customer. When we reply they ge...

• Question
• jira-service-desk

Part of our workflows has a set of approver and requires that 3 people of the list approve, but we want to be able to move to another approval path with a different set of approver, but retain the li...

• Question
• jira-service-desk

Hi I created 2 projects under Jira Service desk Now in the Help Center Portal I can choose to create issues from both my projects I don't want 1 help center Portal for all my projects I want...

• Question
• jira-service-desk

Whenever I move an issue or update the issue type within my JIRA Service desk, the request type changes to "No Match". No matter what the issue type is, I want the request type to never change or at ...

• Question
• jira-service-desk

Hi, can anyone provide a screenshot or settings for the stock SLA "time remaining"? I removed it and didnt notice that JSD automation uses it for closing tickets after 3 day.  THanks!

• Question
• jira-service-desk

I would like to add some descriptive text breaking up the SD entry fields. I tried Message Custom Fields (for view and for edit) but they show up as regualar text entry fields. Is this field t...

• Question
• jira-service-desk

Dear Atlassian Community, I know that this topic is raised many times but I already checked the solutions from the other tickets without any help. I am unable to reach the customer portal for my sel...

• Question
• jira-service-desk

Hello everyone, we have a Problem with our Service Desk. Customer's can't see their requests anymore. In the top right they can see the amount of issues they should be able to see When i now cl...

• Question
• jira-service-desk

I have a use case where we're trying to use Service Desk to manage inbound sales orders. Sales orders are generated via an automated process on our web infrastructure, and are delivered to Se...

• Question
• jira-service-desk

I'm looking for a way to add a custom field to my customer notification emails. Is there anyway to do this? I'm using JSD server.

• Question
• jira-service-desk

We have our tickets come in via email, and the tickets are automatically assigned as Service Requests. We would like that when a specific customer emails us a problem, only their issue becomes a Task...

• Question
• jira-service-desk

Hi All, We have recently set up new Jira environment for our company and would like to import all Open tickets from an existing Jira environment to this new Jira.   Can someone please let...

• Question
• jira-service-desk

Hi, We are going to migrate from JIRA 6.4.8 to JIRA 7.3.8. We have a new server environment for JIRA 7 and the migration steps are working as expected.    However.. we are hoping to ...

• Question
• jira-service-desk

I would like some forms created for the portal to be presented only to some users. Is this possible ?

• Question
• jira-service-desk

Is possible to create a rule that based on the Type of request that has been open in the portal automatically opens a ticket in JIRA Software project and linked this issues ?    

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

i need complete book of service desk.pls can you provide me!

• Question
• jira-service-desk

Here is the latest log. I need this back up as soon as possible. Thanks for your help.   SEVERE [1] org.apache.catalina.startup.Catalina.start The required Server component failed to start so ...

• Question
• jira
• jira-service-desk

Im new to Jira and Tomcat as I have taken over the admining of this server.  I need to update the cert on it as we are about to expire but I dont know what to do.  I was looking at docks an...

• Question
• jira-service-desk

How can I remove the "approvals/approver" information so that the customer does not see this? We use approvals amongst our agents to approve when an issue gets escalated to another group on our team,...

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

I can not install the license.  

• Question
• jira-service-desk

When visiting the Customer Permissions page under any project as a global administrator, the panel comes up blank and shows no options to be changed. The logs seem to show no error. I am trying to ...

• Question
• jira-service-desk
• permission

After a reboot the Jira service will not start. I am not sure what to check.  Can you please give me some things to try to get this server back online?

• Question
• jira-service-desk