Jira Service Management

Hello, How can we edit / configure the welcome mail to a new customer? We can configure other events by templates, such as Request created, Public comment added ... etc ... but we do not see how t...

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• jira-service-desk

Hello, We want to add the name of the agent assigned to the issue (Assignee) in the customer notification template. We have not located the variable, as we can add this variable to the template of ...

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• jira-service-desk

I don't want my portal-using customers to be able to view closed issues and tickets but  they should be able to view and reopen solved issues as long as I don't close them. Is there an easy sol...

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• jira-service-desk

When I link issues in Service Desk, I have to choose between several connection types: Duplicates Is duplicated by Clones Is cloned by Blocks Is blocked by Causes Is caused by Relates to ...

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• issue-link
• jira-service-desk

Hi folks,   I'm trying to make JIRA add my colleague as a watcher, if I mention him in a comment on the ticket. I can't find the right switches in automation. Has someone done this before? ...

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• jira-service-desk

We have purchased Jira Service Desk, but we cannot find the licence for it on our account.

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• jira-service-desk

Hi, we are evaluating JIRA Service Desk. One thing we are definitely looking for is being able to create and export a report of a list of the tickets (change requests) that have been approved, and di...

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• jira-service-desk

I have JIRA Service Desk.  How do I add Confluence to my self-hosted instance of JIRA? Do I need to deploy a new server to host Confluence and connect it to the JIRA database on the server wher...

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• confluence
• jira-service-desk

The status says its operational, its clearly not. We are using JIRA service desk on the cloud. We can login but can't see any of our issues. This is very critical.  Is anyone else experiencing t...

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• jira-service-desk

After creating new service desk project, the "welcome-guide" landing page throws a 500 error. Also some of the pages under project settings, like request type, customer permissions and automation equ...

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• jira-service-desk

I can give a JSD Project a name. For example "Atlassian-Gold-Partner". If I set the customer permission to: "Anyone can email the service desk or raise a request in the portal" and send an email...

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• jira-service-desk

Is it possible to have a message go back to the email account explaining how to contact support (other alternate methods)?

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• jira-service-desk

Hi, I'm currently writing an advisory for a compony we provide services to. The conclusion is probably going to be Jira for Developers and Jira Service Desk for the helpdesk. But I was wondering if...

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• jira-service-desk
• licence

Is there a way to customize the URL of customer portal for our Service Desk projects so that it is easy for customers to remember the URL everytime they need help?

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• jira-service-desk

I am looking to add few custom fields at the Customer level in JSD. Ex- Contract Start Date and End Date. 

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• jira-service-desk

I want to understand the workflow for how a Service Desk agent can work on multiple Projects on Service Desk and manage requests? How a Service Desk agent gets notified of New Issues on JIRA? Pleas...

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• jira-service-desk

I've set up Jira to create issues from mails. If I send mails manually from all kinds of accounts to the email account that I gave Jira access to, then those issues are created just fine. ...

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• email
• issue
• jira-service-desk

Ok, here is the problem. I try to create a add-on for Jira Service Desk server verision. I have a button on my requests page and I want the result of this action to be on new custom page. Is it possi...

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• jira-service-desk

Searched through Documentation & KBs, but can't find the answer. We are constantly prompted to (!) Update our SLAs in one of our JIRA Service Desks. (We have about 4 service desks setup at ...

• Question
• jira-service-desk

Hi, We are using Service Desk Cloud, and we have a notification scheme set up to send an email notification to one of our agents anytime an issue is closed. The notification is generated proper...

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• jira-service-desk

Our company is splitting and we have to create a separate cloud site for the team taking over part of our duties.  We have created the new site but it refuses to restore the backup of our site.&...

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• jira-service-desk

I seem to being having issues setting the Approver as the Reporter as these are different data types and casting is most likely needed.  Does anyone have a Scriptrunner example that does somethi...

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• jira-service-desk

JSD has two ways customers other than the submitter can get email when a ticket is updated: Shared with (in the portal) aka Request Participants (in the agent view) Customer can click the Get noti...

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• jira-service-desk

Hi I am experiencing where the top right search bar on the screen disappears when in a Service Desk project. This happens when you click on All open issues. Browser : Chrome   However when ...

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• jira-service-desk

Hello, we're using Service Desk to collect issues from customers. We also use JIRA Software. We create linked Software issues from those JSD issues to control development. How can we sync thos...

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• jira-service-desk
• jira-software