Jira Service Management

I am currently trying to search for all issues that have breached the SLA within our project. The documentation  https://coresoftlabs.atlassian.net/wiki/display/SP/Using+the+searcher menti...

• Question
• jira-service-desk
• jql
• sla

Hello,   I'm using JIRA Service Desk 3.2.4 and when I do what you suggest at the article https://develocenter.atlassian.net/wiki/display/ES/Priority+Scheme+in+Customer+Portal th...

• Question
• addon-com.develocenter.jira.links-scheme
• jira-service-desk

• Question
• jira-service-desk

Hi,  We can't import a "software type" project into an empty JIRA ServiceDesk project. The error says: "The project with key 'APS' is a 'Software' project. You can not import this backup proje...

• Question
• jira-service-desk

I am building a workflow for HR staffing. In that workflow the first status is BU Approval if approved it is transitioned to CFO Approval status and from there an HR JSD agent takes control of the pr...

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

Hi, We currently encourage customers to use the HTML notification email type, as this is more user friendly than the plain text version. We have amended the default settings to ensure this is a...

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

I would like to add a field to this screen where a customer sign up for a new account in Servicedesk. Where can I do this?   Cheers KV

• Question
• jira-service-desk

Hi, We're using a workflow directive to resolve issues on an email. The support people are in the habit of having email conversations with the customers with the support mailbox in cc to log the com...

• Question
• addon-com.javahollic.jira.jemh-ui
• jemh
• jira
• jira-administration

Within servicedesk, I know about the resolve issue and respond to customer button. My problem is that I clicked the respond to custom button to ask them about the status of their tests after making a...

• Question
• jira-service-desk

I want to use JIRA and JIRA service desk together , and how can i get the both and map them.

• Question
• community

This question is in reference to Atlassian Documentation: Automating your service desk I would like to transition my SD issue when a Linked Issue is created. I tried setting up an automation ru...

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

This question is in reference to Atlassian Documentation: JIRA Service Desk Release Notes Is it possible to make this page watchable?  I would like to stay informed of new releases.  The c...

• Question
• documentation
• jira-service-desk

...mmediately invite each Customer to the portal.  Is that true?  What is needed is that they are all created with NO emails being sent.  This would allow us to review them prior to the i...

• Question
• getting-started
• jira-service-desk
• jira-service-desk-cloud
• user-management

• Question
• jira-service-desk

This question is in reference to Atlassian Documentation: After upgrading to JIRA Service Desk 3.2.0, Service Desk project's navigation bar shows The wiki just states what would have been the prope...

• Question
• jira-service-desk
• navigation
• upgrade

Due to spam (and I mean malicious and Phishing, not out-of-office) and automated internal emails we want to manually screen incoming emails before letting service desk process them and create account...

• Question
• email
• jira-service-desk

when we open tickets through email collector in service desk.  the Re: response emails are also creating NEW tickets.  

• Question
• jira-service-desk

We need certain fields Mandatory but they are only ever to be filled in by an internal service desk agent, not the customer. For example, we must fill in the Tempo Account field before the item is cl...

• Question
• jira-service-desk

Just to clarify, I want to transition an issue to Waiting for Customer but I cannot see how to achieve this.

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

A person who has to monitor multiple queues may wish to have queues on their dashboard, perhaps showing a subset of usual fields.  Is this possible, or do we have to define equivalent Filters an...

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

What is the appropriate approach for having a SecondLine support tier. The new issues need to be in a FirstLine queue, and the Agent must be able to refer the issue to the SecondLine queue if she ca...

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

Does anyone have an easy way to assign all issues to an organization? The new feature is great but none of the existing tickets are visible to the organization because they do not have the organizati...

• Question
• jira-service-desk
• bulk-edit
• organization

Look here: https://www.youtube.com/watch?v=4ndSvMCEfZk&feature=youtu.be Where are the ITIL workflows? I can't see any. Thanks!

• Question
• itil
• jira-service-desk

When you click on the Request count at the top of the Portal page for Service Desk, it takes you to a Request page showing a list of requests opened by you or where you are a participant, etc. I'm tr...

• Question
• jira-service-desk

This question is in reference to Atlassian Documentation: Configuring the customer portal I do not want to use search button, how can I remove it?

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