Jira Service Management

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

Currently these fields only show the Date.  Month/Day/Year.  I have seen other questions on this topic, but no definitive answer.  Any advice?

• Question
• jira-service-desk

Hi   i need all the (group 1) members in jira  notified when a issue is assigned to a  (group1), tried to add in events but the issue was group 1 members are notified when any i...

• Question
• jira-service-desk

1. my users reports bugs in service desk 2. my agents confirms and prioritized the bugs in service desk 3. now I want to move the bug to the jira backlog so that we can plan it in a sprint and...

• Question
• jira-service-desk

I don't have a people tab, just "customers". no option to add collaborators.  i'm on jira cloud.  I have added all developers as customers to give them the possibility to report bugs thro...

• Question
• jira
• jira-service-desk
• user-management

We are following the ITSM methodology in our JIRA Service Desk. Our customers must etner Urgency and Impact and we will calculate Priority but we then need to show Urgency, Impact and Priority in the...

• Question
• jira-service-desk
• itsm
• priority

I'm trying to get an "Organizations" field and a "Request Type" field to appear on my Create Issue screen. As you see below, the fields are not appearing on the Create Issue screen and they are not ...

• Question
• jira-service-desk

We recently installed JIRA Service Desk on top of our existing JIRA Software. All on server. In the Admin Tool of JIRA Service Desk projects, there are no visible menu options for the following: R...

• Question
• jira-service-desk

Hey, As Service Desk automation doesn't allow setting a custom field we're setting a Label instead and then using a post function script to set the field based on the Label. We've been using the Lab...

• Question
• jira-service-desk
• label
• post-function

Hi I am setting up Jira Service Desk for RNIB and need help with setting up queues. We have the default queues, however need to create queues so we can assign queues to engineers, however in our cu...

• Question
• jira-service-desk

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