Jira Service Management

This question is in reference to Atlassian Documentation: Automating your service desk I would like to transition my SD issue when a Linked Issue is created. I tried setting up an automation ru...

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

This question is in reference to Atlassian Documentation: JIRA Service Desk Release Notes Is it possible to make this page watchable?  I would like to stay informed of new releases.  The c...

• Question
• documentation
• jira-service-desk

...mmediately invite each Customer to the portal.  Is that true?  What is needed is that they are all created with NO emails being sent.  This would allow us to review them prior to the i...

• Question
• getting-started
• jira-service-desk
• jira-service-desk-cloud
• user-management

• Question
• jira-service-desk

This question is in reference to Atlassian Documentation: After upgrading to JIRA Service Desk 3.2.0, Service Desk project's navigation bar shows The wiki just states what would have been the prope...

• Question
• jira-service-desk
• navigation
• upgrade

Due to spam (and I mean malicious and Phishing, not out-of-office) and automated internal emails we want to manually screen incoming emails before letting service desk process them and create account...

• Question
• email
• jira-service-desk

when we open tickets through email collector in service desk.  the Re: response emails are also creating NEW tickets.  

• Question
• jira-service-desk

We need certain fields Mandatory but they are only ever to be filled in by an internal service desk agent, not the customer. For example, we must fill in the Tempo Account field before the item is cl...

• Question
• jira-service-desk

Just to clarify, I want to transition an issue to Waiting for Customer but I cannot see how to achieve this.

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

A person who has to monitor multiple queues may wish to have queues on their dashboard, perhaps showing a subset of usual fields.  Is this possible, or do we have to define equivalent Filters an...

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

What is the appropriate approach for having a SecondLine support tier. The new issues need to be in a FirstLine queue, and the Agent must be able to refer the issue to the SecondLine queue if she ca...

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

Does anyone have an easy way to assign all issues to an organization? The new feature is great but none of the existing tickets are visible to the organization because they do not have the organizati...

• Question
• jira-service-desk
• bulk-edit
• organization

Look here: https://www.youtube.com/watch?v=4ndSvMCEfZk&feature=youtu.be Where are the ITIL workflows? I can't see any. Thanks!

• Question
• itil
• jira-service-desk

When you click on the Request count at the top of the Portal page for Service Desk, it takes you to a Request page showing a list of requests opened by you or where you are a participant, etc. I'm tr...

• Question
• jira-service-desk

This question is in reference to Atlassian Documentation: Configuring the customer portal I do not want to use search button, how can I remove it?

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

This question is in reference to Atlassian Documentation: Atlassian Cloud storage policy For Jira Service Desk and Confluence cloud, is combined limitation of 25 GB space or individually I get 25 GB...

• Question
• storage

Currently im implementing JIRA Service Desk 3.1.9 and I have created one category for email ticket channel.  However, customers see this "mail ticket" category on the Customer portal. How can ...

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

I just upgraded to JSD 3.2.1 (from 3.1.7 on Server) and was looking forward to use the webhook action for my workflow. But I can't see the "webhook" option on the "Then" dropdown. Is there something ...

• Question
• automation
• jira-service-desk
• server
• webhook

Hello all,   We have a number of external customers for whom we do support (about 25 companies) For each customer I have created a different service desk project with different SLA's. Our con...

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

This question is in reference to Atlassian Documentation: After upgrading to JIRA Service Desk 3.2.0, Service Desk project's navigation bar shows Ask your question here...

• Question
• jira-service-desk
• navigation
• upgrade

This question is in reference to Atlassian Documentation: JIRA Service Desk 3.2.x Release Notes Now with CSV export is a real problem when exporting all data, to put it afterwards to columns with se...

• Question
• jira-service-desk
• export
• ms-excel

...ervice desk project - is this true? So if I wanted to only have like one or two customer portals/service desk projects there is no way to split queues up on several teams of agents that only see specific q...

• Question
• jira-service-desk
• queue

This question is in reference to Atlassian Documentation: Adding request participants Can I add automatically "request participant" (which is also customer) at the time of a Jira Service Desk issue ...

• Question
• documentation
• jira-service-desk

This question is in reference to Atlassian Documentation: How to Automatically Add Request Participants when Creating an Issue Ask your question here...

• Question
• jira
• jira-service-desk

This question is in reference to Atlassian Documentation: Configuring JIRA Service Desk approvals Ask your question here...

• Question
• approver
• jira-administration
• jira-service-desk