Jira Service Management

Hi, We are setting up a Service Desk instance. There is functionality that creates an issue against a specific Customer/Organisation if that Customer emails a support email address. However we hav...

• Question
• jira-service-desk

RAISE an ISSUE has limited fields - would like to expand to reduce the diting required AFTER issue is created.

• Question
• evaluator-resources
• jira-service-desk

Hi everyone   I am trying to measure the level of satisfaction of my clients, but i dont want to do it through a survey. I would like to do it in the workflow just as soon the ticket has been ...

• Question
• jira-service-desk

I am the administrator of the Service Desk and a part of the group Service Desk Team of this project that I am trying to configure. I currently am trying to set up the email channel for email request...

• Question
• jira-service-desk

We have nine teams that are working across three products, and we'd like to standardize the way that requests/bugs are taken in across the org. We've purchased JSD to help us with this and...

• Question
• automation
• jira-service-desk
• post-function
• project
• server

Hello! We are hosting Service Desk exposed to the external customers for them to raise tickets towards our company. Due to the business needs clients need to provide various logs for our support to...

• Question
• jira-service-desk

Hello, Is there any possibility to reorder request types shown on JIRA SD portal within one request type group? My question is connected with JIRA Service desk cloud.   Thanks, Dorota

• Question
• jira-service-desk

I am trying to get familiar with the JQL to seach for specific issues, but each time I click on the link 'Read more about JQL syntax.' with hyperlink 'https://extranet.atlassian.com/display/~sirons/2...

• Question
• jira-service-desk

Is it possible to create a select field in my service desk form so a User can select data that its origin is a spreadsheet uploaded?  

• Question
• field
• jira-administration
• jira-service-desk

Hello, I would like to know if making a Jira report with a custom field is possible. I would like to sum the total of a certain issue types custom field by month, in this case the name of the field i...

• Question
• custom-field
• jira-service-desk
• report

Hi Community! I'm using JSD 3.5.0. I have defined two SLA in a SD project, "Time to first response" and "Time to resolution". After a while I have noticed that the SLAs are ordered in different ways...

• Question
• jira-service-desk

Hi guys,   I am new to Jira Service Desk. I am the administrator and I have created some custom fields and add them to screens. When I am trying to make that fields required in the reques...

• Question
• jira-service-desk

I have self hosted Jira Service Desk, I run the Backup System however when I am browsing the provided path. I can't access the device error message is "Permission Denied". I am using FTP, the server...

• Question
• jira-service-desk

Hi folks, Start situation: 1. A issue has been closed with a resolution resolved. 2. The customer has a transition at customer-portal to reopen the ticket. 3. After using the transition the s...

• Question
• jira-service-desk

Hello guys. I have a problem  "Hmm... we couldn't create your project due to an unknown error. Try refreshing the page to start again" when creating a new  IT Service desk project. Help me...

• Question
• jira-service-desk

Hi ,    My clients prefer to create support tickets through using their own email address. Now my problem is that when I share a commnet with the customer, this comment is not sent throug...

• Question
• jira-service-desk

Hi All, I've been a bit stumped recently with notifications not working - we're using JSD and I want all watchers to be able to receive an email when a status is changed and mainly when a com...

• Question
• jira-service-desk
• notification

I found a system level setting but it only applies to agent notifications

• Question
• email
• jira-service-desk
• notification

We need help in setting up our JIRA Service desk.  Please contact me with profile, competency and rate to help us setup JIRA service desk as we have been using JIRa software for quite some time.

• Question
• jira-service-desk

Service desk uses email channels.  Does Service Desk use the same workflow process to match emails with issues or has this process been designed differently for Service Desk? There is a workflo...

• Question
• jira-service-desk

I want to make a number of fields 'Required' to ensure that my internal teams are entering one of the defined options within the system. However, when I mark a field as 'Required', this field now be...

• Question
• jira-service-desk

Hello,   I need help in setting up a queue. I need to have a list of all issues that have "Waiting for Customer" status unchanged for longer than 7 days.   How can i achieve this? Than...

• Question
• jira-service-desk

Only the default request type shows up in the service desk widget after adding search word/question in the "How can we help?" section (see attached image). How can I have customers to search the kno...

• Question
• jira-service-desk

I cannot see where to configure canned responses in my service desk projects. I would prefer to use the JIRA native, rather than an add-on.

• Question
• atlassian-support
• jira-service-desk

We only have two forms and it would perfect if the default Help Center screen simply listed all the Articles and Help forms available without the need to enter a search string. I've discovered that ...

• Question
• halp
• jira-administration
• jira-service-desk