Jira Service Management

This question is in reference to Atlassian Documentation: Customize your service desk channels Ask your question here...

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

Hi, Is it possible or on the roadmap to have the ability to set a custom message in the help center?  I am thinking for system outages like email is down or something is offline users could see...

• Question
• jira-service-desk

In the latest version of JIRA SERVICE DESK, I would like to know which are the options to customize/localize the email notifications content. Any hints will be appreciated.

• Question
• jira-service-desk

Hi, We're a growing managed IT services provider, looking for a kanban solution to manage our service desk workflow. Seeing that we don't currently use any of the JIRA platforms, I'm interested in l...

• Question
• jira-service-desk
• kanban

We just upgraded to service desk 3.0 and JIRA Software. When a user attempts to upload an attachment from the customer portal, they receive the following error: Cannot attach file: Unknown server er...

• Question
• jira-service-desk

I'd like to understand how the billing for the service desk will be changed.   Currently we have two agents, four administrators, and 20+ customers. We currently are paying $150 for service d...

• Question
• billing
• jira-service-desk-cloud
• licence

• Question
• jira-service-desk

I'm currently on Service Desk 1.0 licencing. Where can I find a table with details of what the agent and JIRA user roles will be able to do on 3.0? The generic statements in the migration hub like ...

• Question
• jira-service-desk

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

Hi. I encountered a problem, that I need to send an email notification to my service desk collaborators ( I am an agent). I created a custom rule, when the new issue type = bug is created there is a...

• Question
• jira-service-desk

Hi,    

• Question
• jira-service-desk

Hi, I would like to know if it would be possible to separate in JSD the external comments (in the tab " Respond to customer") from the internal comments tab? or at least to configure the internal co...

• Question
• jira-service-desk

I would like to apply a validator for a date picker field in JIRA Service Desk. I need to be able to select todays and future dates, but not past. I tried looking for a plug-in with a custom field, b...

• Question
• jira-service-desk

Hi, I want to customize the automatic reply sent by the service desk when receiving a new email. I did look at all configuration panel; there is nothing to deal with that.   Thanks for your h...

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

I discovered if I wrongly, by mistake choose a date via the date picker I cannot, as a customer regret the choice, only pic another date. Is there a reset option to use in the customer portal where w...

• Question
• jira-service-desk

Dear community,  I need you help to find a workaround regarding my deliver analysis workflow : today we are using the JSD (licence 1.0) where you do not have limitation for the number of agent...

• Question
• jira-service-desk

We're currently in the trial period for JIRA and JIRA Service Desk. We have a lot of external customers who email us using a contact form when they need help. We were planning on forwarding that cont...

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

Hi, Does anyone know how, using the automation rules within Service Desk, to send a notification to the assignee of a ticket that it is about to break SLA?  

• Question
• jira-service-desk

I'm seeing some issues with notifications and client portal visibility to issues recently. A customer can raise requests through the customer portal When issues are commented on or resolved by Age...

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

Hi, is Script Runner compliant with JIRA Service Desk? If I add a Scripted Field to my request screen, is this working for Service Desk's users that don't have a JIRA license associated? Are Scrip...

• Question
• addon-com.onresolve.jira.groovy.groovyrunner
• jira-service-desk

Hi, I am playing around with the Service Desk settings and consider if it would be able to substitute the tool we use to support our partners. For that we would need to link potentially more than 50...

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

Hi, could you tell me please how to change the color of the category To DO for example which is actually Blue in JIRA and make it red instead for example? Thanks Melissa

• Question
• jira-service-desk

Hi, I would like to know if it is possible in JIRA Service Desk to trigger the creation of a new issue when I move to a specific status. For example, when I move to Pending XX, i would like that a ...

• Question
• jira-service-desk

In English: In my company we have installed Sevice Desk Jira , my problem ocurrs when an Active Directory user comment one issue created through the customer portal , the mail notification has the na...

• Question
• jira-service-desk

Hello, I need your help to achieve a SLA implementation. First of all, i do not have "resolution time" but more "providing recommandation". So I create a first SLA metric on which i put : ========...

• Question
• jira-service-desk