Jira Service Management

This question is in reference to Atlassian Documentation: Setting up your service desk Hey all, Cannot locate project type "Basic Service Desk" and in turn cannot configure "Request Type" within th...

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• jira-service-desk

Hi,  I did not manage to sort by "Time to SLA" , see my screenshot. Anything I missed? 3585e1e5e4244f2798ec785505f6e0b6.png

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• jira-service-desk
• time-to-sla

How to add additional buttons to Customer Portal?  For example: Resolve issue, Freeze Issue, Escalate issue; How its designed in Atlassian. We have only Add comment and attachment. Thanks.

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• jira-service-desk
• customer-portal

This question is in reference to Atlassian Documentation: Resolving permission scheme errors @Nic Brough [Adaptavist]What you mean about additional layer of permissions? As I see, for project I can...

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• jira-service-desk
• permission-scheme

This question is in reference to Atlassian Documentation: Working with issues How can I share comments internally vs share comments with customers if all the resources are part of the same JIRA help...

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• jira-service-desk
• issue

Hello,   We have set up JSD in Development and now need to move it to Production. What is the best way of doing it?   Thank You! Dina

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• jira-service-desk

Hi,  I am working on setting up a request form. It has way too many fields and is getting really long. Is there a way to setup tabs on a form and to only show some fields to users when a specif...

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• jira-service-desk

This question is in reference to Atlassian Documentation: Searching for issues Hi all,   Is there a way to check why Time to First Response not showing month of May 2016 Please see sample ou...

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• jira-service-desk
• jira
• search

 Is it some kind of system custom field? Does anyone know the name of that field?

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• jira-service-desk

This question is in reference to Atlassian Documentation: Billing and user count The Service Desk project type seems very useful, but the cost of having all requesters as users on our cloud account ...

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• billing
• confluence
• documentation
• jira-service-desk
• user

Good afternoon, Do my users have to signup when accessing the helpdesk portal? I have setup access through request security page and users role but none of those permissions work for what I'm t...

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• jira-service-desk

This question is in reference to Atlassian Documentation: Configuring the customer portal Most of our customers would like to know this information 

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• customer-portal
• jira-service-desk

This question is in reference to Atlassian Documentation: Configuring the customer portal How do we setup a project service desk so that the invitation emails sent to clients engender screens in a l...

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• customer-portal
• jira-service-desk

How do I export a Service Desk project from our test environment and use as a template to set up the Help Desk project in production. I need all the schema's, custom fields, workflow, and structure,...

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• jira-service-desk

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• jira-service-desk
• scripted-field

This question is in reference to Atlassian Documentation: JIRA Service Desk 3.0.x release notes JIRA is running on 5.2 and Service desk  1.1.1, We are planning to upgrade to JIRA 6.4 ...

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• jira-service-desk
• update

Hello experts! Can someone advise me on how to automatically create recurring service requests?  What my clients want is some requests to automatically be created and show in their queues on c...

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• jira-service-desk

We are running JIRA with Service Desk on Cloud so the JIRA Automation Plugin or other plugins are not an option. We have in our workflow a 'Waiting for Customer' and the issue has not been upda...

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• automation
• jira-service-desk
• sla

This question is in reference to Atlassian Documentation: Configuring JIRA Service Desk approvals In workflow edit screen, on status settings, there is no such checkbox. Only "Allow all statuses..."...

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

Recently, I upgraded my agent count from 50 to 100. I need to add several people to JIRA to allow them access to the service desk and tickets. We are unable to do this as it says we would not have en...

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• agent
• jira-service-desk
• licence

This question is in reference to Atlassian Documentation: Receiving requests by email Can JIRA service desk be configured to create tickets from emails not registered in our system? 

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• account
• email
• jira-service-desk

This question is in reference to Atlassian Documentation: Managing collaborators Fix the article describing the  Create the article describing how to setup cloud instance for both JIRA an...

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• collaboration
• jira-service-desk

This question is in reference to Atlassian Documentation: Example: creating an SLA that doesn't track continuous time Ask your question here...

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• jira-service-desk
• documentation

This question is in reference to Atlassian Documentation: Default service desk project configuration Hi Once the default Service Desk project has been setup with it's <Project Key> I can chan...

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• jira-service-desk

Hi, currently, we're trying to update from JIRA 6.4.13 with Service Desk 2.5.9 and JIRA Agil to JIRA 7. Unfortunately, we can't get Service Desk up and running. The Service Desk Sidebar doesn't appe...

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• jira-service-desk