Jira Service Management

I have get SLA Breached report "Past year by Month" and Show there is "10" Request are Breached in Month of January 2018 but when I click on that it's show "19". Same thing Happen in Mach-2018 report...

• Question
• jira-service-desk

Currently we have multiple service desk projects (cloud) and allow requests to be created by email. Each client has their own email address to raise these requests. Unfortunately if the client uses...

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

We have a question about the Issue's in Reporting in Projects. Does the average age report stops counting when you set the status to resolved or when you set it to closed?   Please help us ou...

• Question
• jira-service-desk

Dear all, I am not able to access jira gui due to some issues. So is it possible to import old dump from backend.    

• Question
• jira-service-desk

I need to run the batch file in script runner.  def proc ="cmd /c C:\\Program Files\\Atlassian\\Application Data\\JIRA\\scripts\\version.bat".  def command=proc.execute() This is the com...

• Question
• jira-service-desk

Is there a way to make sure the Assignee on a ticket continues to receive email notification when a comment is added to a Resolved or Closed ticket? It appears that after a ticket is Resolved or Clo...

• Question
• jira-service-desk

We want to integrate our existing system to JIRA service desk cloud by allowing our existing users to create an issue from our web site without the need to login to JIRA customer portal. Our website ...

• Question
• jira-service-desk

My SD agents are receiving "You do not have permission to link issues in this project" when trying to create a linked issue in another SD project.  All agents have the Create Issue and Link Issu...

• Question
• jira-service-desk
• issue-link
• jira
• permission

We are building a customer care system where each team will have their workflow to complete a request that is forwrded to them.  But the problem we are having is that in servcie desk we are unab...

• Question
• jira-service-desk

I'm looking for a way or function that once a ticket is assigned to a agent, that another agent can't go in and re-assign to themselves.   Or is there a way to implement the ability of once a ...

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

As of this morning, I am no longer to enter time estimates on tasks, stories, etc. This feature was working as of about 8:00 PM last night. Now, the estimate field has completely disappeared. Nobody ...

• Question
• jira-service-desk

Our company has an existing Jira site (cloud). We are very interested in Jira Service Desk and we have tried to add it to our existing site. We currently use Jira for logging tickets and we need a cu...

• Question
• jira-service-desk

Hi Everyone, I'm trying to create reporting on First Response Resolution, and I'm having some trouble. My initial thought was that I'd create a new resolution type that my team can use that would b...

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

Should be a simple solution, here's our "Time to First Response" SLA: Begin counting time when: Issue Created Time is not counted during: <blank> Finish counting time when: Comment: For Cu...

• Question
• comment
• jira-service-desk
• sla

I can't set up a trial license for Jira Core because my server ID is showing a 32 character string vs the 16 character string it's supposed to.

• Question
• jira-service-desk

I am trying to determine the best way for me to set up email requests.  I am using Service Desk Cloud.  I am receiving emails from systems and creating issues from them.  I have differ...

• Question
• jira-service-desk

I'm the main Jira administrator for my company and have always been able to add new add-ons to my Jira/Jira SD application.  When I just tried to add a new add-on I get a request add-on then a m...

• Question
• jira-core
• jira-service-desk

Hello, Is it possible that ticket title (summary field), in issue collector, automatically pick up data from, in my case,  <Firm> - <Name> - <Description> fields? Can tha...

• Question
• jira-service-desk

We are finding tickets to be randomly resolving themselves.  The last ticket log has random letters or a full stop. This has been going on for a while now. 5 tickets a week perhaps. There is no...

• Question
• jira-service-desk

We have certain customers that we would like to set up with e-mail and password. Is that possible? Or are they required to be agents?

• Question
• jira-service-desk

Hi, I'm testing Jira Service Desk! So I have created a "project" with some prefilled data which is fine so far. To test customer communication I have created an additional customer using my own em...

• Question
• jira-service-desk

Hi all, Been using JSD since November 2017. Placed the Customer Portal link in a frame within our site via a Contact Support link. Has been working fine ever since, up until this morning when we ge...

• Question
• jira-service-desk

I have an automation rule with the following pattern (Advanced view in ""): WHEN Issue created IF Issue matches "summary ~ license AND request-channel-type = email" THEN Edit request type "license"....

• Question
• jira-service-desk

I am using outlook for jira to create issue on behalf of the customer and unable to get customer notified when we have created issue on behalf.

• Question
• jira-service-desk

Good day! This is a new server, clean Ubuntu 16.4 server. Installed LAMP and all. Next, download atlassian-servicedesk-3.11.0-x64.bin and install it. All is well, I just can not create an SD...

• Question
• jira-service-desk