Jira Service Management

Can you add Custom field variables to the customer notification or is it just the listed fields in the drop down? Thanks!

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

Hi, We created an issue in jira, when the ticket has been updated I want to resolve the issue automatically. But I cann't identify the issue updated option in jira automation for state transistion. ...

• Question
• jira-service-desk

in jira service desk we have set up the queues for each of the teams in the business but have not found a way to assign a ticket to a team instead of an individual. the process we run is an incident...

• Question
• jira-service-desk
• assign
• jira
• team

What is the best practice setting up service dest for multiple products? We decided to create a separate project for every product. Afterwards we discovered that support email h...

• Question
• jira-service-desk

Hi, I just activated the trial version  of JIRA Service Desk in my JIRA cloud site. Unfortunately when I setup my email for JIRA Service Desk, I encountered this error message: Unfortunately J...

• Question
• jira-service-desk

How do you see who a ticket is assigned to in the customer portal

• Question
• jira-service-desk

When an End Suer creates a ticket they cannot see who it is assigned to. From teh picture, you can see all the information except who its assigned to.  The only way is to open the ticket.  ...

• Question
• jira-service-desk

Hi, I just found out that a lot of emails did not get processed correctly into service desk requests. I found out here that the SentFromJIRAMailFilter is always active. the "X-JIRA-Fingerprint" Hea...

• Question
• jira-service-desk

Is it only possible to see agent's rating when we go to the report page, but it could be good for the agent to receive a message.

• Question
• customer-satisfaction
• jira-service-desk

Hi, I am working on a service desk customer portal, that requires to hide the create button for certain request types. I am thinking I could use some JS code with script runner to check the service ...

• Question
• javascript
• jira-service-desk
• scriptrunner

I have customized the Workflow Statuses for the for my request types.  I am trying to run an Excel Export of issues for that request type that include both the ticket status and the Customer Sta...

• Question
• export
• jira-service-desk

I want to use service desk for my internal customers, i.e. not publicly accessible, so that they can log in and create requests. I also want to create a knowledge base for my service desk that my i...

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

I want to show all of the Service Desk projects when someone logs into Service desk and I do not want to show the 'Most Popular' ones.

• Question
• jira-service-desk

I have created a service desk project for my client. When the client creates a new request from help center I don't get an email notification.

• Question
• jira-service-desk

when I run a query w/ the Time to resoultion column displayed I observe that some issues have blank in the column. However, if i open the issue in in issue view the SLA time exists. Anyone else expe...

• Question
• jira-service-desk
• time-to-resolution

I have plugin that implements multivalue customfield. When i try set it preset value. it causes NPE with stack ncaught exception thrown by REST service: null java.lang.NullPointerException at scala...

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

Hi, I'm looking at authenticating our Service Desk customers via SAML SSO against our IdP. I was looking at the documentation on this page: https://confluence.atlassian.com/cloud/saml-single-sign-...

• Question
• domain
• saml
• sso

In a service request with approval, I want to add a custom field that is a list of checkboxes associated with applications a customer requests access to?  How?

• Question
• jira-service-desk

Hi, I am currently testing out Jira Servicedesk and I'm trying to setup a change process for us. I've created a custom workflow based upon the default. From creation, the issue moves to awaiting ap...

• Question
• addon-com.googlecode.jira-suite-utilities
• jira-service-desk

Hi, We have clients who buy blocks of support hours from us (for example 100 hours to be used as and when required). I am looking for a way, either natively or through add-on to say that client "X"...

• Question
• jira-service-desk

Hello Guys, In ITSM, every thing depends on groups and associated users to the group. I would like to have the same way in(Incident/Change/Problem) JIRA Service Desk. Could you please guide me achie...

• Question
• jira-service-desk

Team,   We are planning to use JIRA Service desk as ticketing tool. Could you please provide details of Plugins & Integration  its usage that we can do with JIRA Service Desk. Compreh...

• Question
• jira-service-desk

Hi,  I need to be able to check whether a customer has responded in 14 days, and if they haven't send them an email.  I'm using the automation plugin and the initial JQL query I'm using t...

• Question
• jira-service-desk

Can you guide me if (and how) JIRA Service Desk provides built-in reports of cases per customers and hours (spent) per case? If not - what'd be the best practice to provide it? Are there any add-on ...

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

Is it possible to configure customer access to the Jira Service Desk portal such that pre-defined groups of customers can see tickets created by other members of the group? The groups we want to...

• Question
• jira-service-desk