Jira Service Management

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

I have a business requirement to have an issue type that only Agents may open. The issue however should be visible by the customer and they should be able to interact with it. This issue type is dif...

• Question
• jira-service-desk

One of our agents forwarded in an email to the mailbox monitored by JIRA Service Desk to create a ticket, but one was never created. He re-forwarded in the same message again and this time the ticket...

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

How does one affect change to groups of Service Desk issues simultaneously? I would call this Batch Editing.

• Question
• jira-service-desk
• jql

We wanted to show Due date against customer logged issues in customer portal. Is there any option?

• Question
• jira-service-desk

i am just at the last steps of getting a SD set up. the final part i need is for the Organization field to automatically complete itself depending on who raised it. E.g. if user A from Client A rais...

• Question
• automation
• jira-service-desk
• organization

Hi, Guys Hoping to get some answers from the experts on how to upload a plug in on JIRA cloud. I tried searching for answers via google, but cannot get some descent answers through google. My main c...

• Question
• jira-service-desk

I am using the Service Rocket Traffic Lights plugin to tag VIP tickets in Service Desk. When certain fields are selected in the Create Issue screen there is a colored VIP tag attached to the issue af...

• Question
• jira-service-desk
• servicerocket

We are in the process of setting up service desk to be accessible via direct email and via an in house ticketing system.  Our trouble comes from the ticketing system. It generates a new email w...

• Question
• duplicate
• email
• issue
• jira-service-desk

i am just at the last steps of getting a SD set up. the final part i need is for the Organization field to automatically complete itself depending on who raised it. E.g. if user A from Client A rais...

• Question
• automation
• jira-service-desk
• organization

Hi guys, I'm despesrately trying to collect data analytics of our JIRA Service desk with Google Analytics. Anyone knows how to do that ?  Thx      

• Question
• jira-service-desk

We are a team the transitioned from ZenDesk to Service Desk to have better integration with JIRA, however we feel frustrated that multiple agents can be writing in tickets simultaneously. Is there an...

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

Hi, I'm new with JIRA and I'm trying to develop a plugin to adding a column to the requests view (list of requests) on customer portal.  I know there is a production issue already for this pro...

• Question
• app
• jira-app-development
• jira-service-desk
• jira-service-desk-development

Hi, When a Service Desk Operator replies on a ticket, they receive an "updated" email to state "Waiting on customer". This is not necessary for us and I would like to stop this notification. I have...

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

Hello I have to customize JIRA Service Desk (cloud) but so far I customized fields and forms of JIRA Software only (cloud and on-prem server). Is it quite similar? Is it just the same?

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

We want to use JIRA SERVICE DESK module alone for our customer care team. Should we buy licenece for JIRA SOFTWARE to enable JIRA SERVICE DESK?

• Question
• jira-service-desk

Have anyone used Manageengine before? How is it compare to JSD?

• Question
• jira-service-desk