Jira Service Management

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

This question is in reference to Atlassian Documentation: Atlassian Cloud storage policy For Jira Service Desk and Confluence cloud, is combined limitation of 25 GB space or individually I get 25 GB...

• Question
• storage

Currently im implementing JIRA Service Desk 3.1.9 and I have created one category for email ticket channel.  However, customers see this "mail ticket" category on the Customer portal. How can ...

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

I just upgraded to JSD 3.2.1 (from 3.1.7 on Server) and was looking forward to use the webhook action for my workflow. But I can't see the "webhook" option on the "Then" dropdown. Is there something ...

• Question
• automation
• jira-service-desk
• server
• webhook

Hello all,   We have a number of external customers for whom we do support (about 25 companies) For each customer I have created a different service desk project with different SLA's. Our con...

• Question
• jira-service-desk
• email
• request

This question is in reference to Atlassian Documentation: After upgrading to JIRA Service Desk 3.2.0, Service Desk project's navigation bar shows Ask your question here...

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

This question is in reference to Atlassian Documentation: JIRA Service Desk 3.2.x Release Notes Now with CSV export is a real problem when exporting all data, to put it afterwards to columns with se...

• Question
• jira-service-desk
• export
• ms-excel

...ervice desk project - is this true? So if I wanted to only have like one or two customer portals/service desk projects there is no way to split queues up on several teams of agents that only see specific q...

• Question
• jira-service-desk
• queue

This question is in reference to Atlassian Documentation: Adding request participants Can I add automatically "request participant" (which is also customer) at the time of a Jira Service Desk issue ...

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• documentation
• jira-service-desk

This question is in reference to Atlassian Documentation: How to Automatically Add Request Participants when Creating an Issue Ask your question here...

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• jira
• jira-service-desk

This question is in reference to Atlassian Documentation: Configuring JIRA Service Desk approvals Ask your question here...

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• approver
• jira-administration
• jira-service-desk

Hello, I'm implementing JIRA Service Desk in my organization and I have the following blocker: I have 20 client companies which has their own users that are creating issues on my company's JIRA Se...

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

Hi all,  Is there any opportunity to filter issues by customer satisfaction comment?  for example to choose only issues, where this comment is set. 

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

We have an instance running JIRA  Server v7.1.8 with JIRA Service Desk 3.1.9.  I need to include arbitrary javascript on the Customer Portal (globally or per service desk, I dont...

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

Background Ok.  So the question I am going to propose tonight is straight from the actual problems that come across my desk here within the walls of Atlassian.  I figured I would share thi...

• Question
• bash
• init.d
• java
• linux
• network
• +4 more tags...

This question is in reference to Atlassian Documentation: Enabling public signup and CAPTCHA where do I send customers to public sign up for service desk?  My company has set up public signup a...

• Question
• captcha
• jira-service-desk
• public-signup

This question is in reference to Atlassian Documentation: Create your service desk request types Ask your question here...

• Question
• jira-service-desk
• request-type

This question is in reference to Atlassian Documentation: Configuring request types and workflows  Can fields in Service Desk Request Types be set to hidden without having to set default values?...

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• jira-service-desk
• request-type

This question is in reference to Atlassian Documentation: Configuring the customer portal.  Is it possible to configure the columns (for example to show the Due Date) on Your Customer Portal?ima...

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

Is it possible to create a WebHook that triggers everytime a new Service Desk Issue is created? For normal JIRA Software Projects everything works fine, everytime a issue is created it triggers a ...

• Question
• jira-service-desk