Jira Service Management

Hi All, I am aware that the customer portal can be made to only show end users only specific fields and hidding others. My question is from the perspective of a Service Desk Agent creating tickets fr...

• Question
• jira-service-desk

I'm working with JIRA service desk on a cloud instance, and I'm unable to create customer requests using the REST API.  Creating via the interface works without issue. The body of my POST ...

• Question
• developer
• jira
• jira-service-desk

Once I select "done" or "rejected". the service desk issues still show in my "open" queue. Is there a way to move these out of open status?

• Question
• jira-service-desk

 The question is related to Service Desk public java API (jira-servicedesk-api).  CustomField value for Customer Request Type is a string which consists of a portal key (or s...

• Question
• jira-service-desk

The question is related to Service Desk public java API (jira-servicedesk-api).   Is there any way to get the ServiceDesk object by the RequestType.  There is getPortalId() method, b...

• Question
• jira-service-desk

Hello, When the JIRA Service Desk sending customer notifications i get this: Servicedesk van EVO-it <jira@evo-it.atlassian.net>   I don't want to see the email adres but only: Servic...

• Question
• jira-service-desk

Hello, I'am testing the custom and cloud email request adresses. Most of the time there is a delay of + 5min if we send a mail to one of these adresses. this is not convenient when our custome...

• Question
• email
• jira-service-desk

I have a issue workflow as Todo-->inprogress-->Done-->complete. I have subtask workflow as Todo-->inprogress-->Done. 2 Main issues --> in Complete status 1 Subtask --> in Done...

• Question
• jira-service-desk

Hello, We have a Service Desk project where we have people working on SD issues that are not meant to respond to the customers.  As far as we know, everyone that can edit/transition a SD issue ...

• Question
• jira-service-desk
• jira-software
• scriptrunner

I am running the latest version of service desk in production for the last week or so.  Most of it's going well, but something I overlooked in testing was the inability of customers to add JIRA ...

• Question
• jira-service-desk

I want in Reports a report of First call resoltion. how can ik define this report in Jira Servicedesk?

• Question
• jira-service-desk

We are planning to setup service desk project for customers. The ticketing system fields are same for all customers. What are the recommended approaches? 1. Create seperate Service Desk Project for...

• Question
• jira-service-desk

We are planning to setup service desk project for customers. The ticketing system fields are same for all customers. What are the recommended approaches? 1. Create seperate Service Desk Project for...

• Question
• jira-service-desk

...ia public comments that are emailed to them, their responses (Reply) to those emails to not append to the comment log in the issue record. I'm having a difficult time determining the settings that may o...

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

Hi, We have setup Service Desk and open the standard e-mail channel with Jira mail set. Everything works fine, except that e-mails sent from GMail account do not show. What can be the problem?

• Question
• jira-service-desk

I would like to create a group by name "XYZ" and assign some agents to it. 

• Question
• jira-service-desk

Hi  I am trying to user Service desk server 3.3 . I would like to put a message for customers on how to get access to portal before trying to login to the service desk page. What is the best w...

• Question
• jira-service-desk

Hello, I have several statuses in my workflow. All issues with status in the categories To-Do and In progress, show up in Open requests section in the Customer portal. All but one in status category...

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

Hi All,   Just wondering if anyone has experience this. This afternoon our on premise Atlassian service desk restarted automatically, and appears to have updated to a new version that present ...

• Question
• jira-service-desk

Looking for a way to set up the company "Portal" to allow entry of issues into a Sofware project   OR to allow an easy transition from a service-desk issue into a software project. Best pract...

• Question
• jira-service-desk
• jira-software

We do not currently have the portal open for customers to login to service desk to create issues so all issues are being created from incoming emails. Some of the emails show that they are from ...

• Question
• jira-service-desk

Hello, I don't want a customer to see other portals for other clients in Help Center Portal (Popular/Browse All). How can I do this? I already tried to Active this option "Customers my team adds t...

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

We are an IT consultancy who provide post-implementation support to our clients. We would like to do this via a ticketing system using Jira Service Desk. We already use Confluence and Jira so it is t...

• Question
• jira-service-desk

instead of clients clicking on one of a selection of options on the portal screen to take them into raising a ticket, can i have 1 option for the client on the portal and then have a dropdown wi...

• Question
• issue-type
• jira-service-desk
• portal

I am looking for a way to present a list of User Groups to customers seeking approval for their various team and then to have JIRA Service Desk populate the approvers field with the members of that u...

• Question
• jira-administration
• jira-service-desk
• scriptrunner