Jira Service Management

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

I am not able to figure out how my customers can see a list of the issues they raise via customer portal. I see it on my screen, they do not.

• Question
• jira-service-desk

As per the show transitions on the customer portal, we have added the "Resolve" transition to the portal. So the customer can close his/her own issue.  We also have an automation rule...

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

We have removed any reference to the agent's name from the email template but when the notification goes out the agent's name is populated in the From field on the email.  We would like to make ...

• Question
• email
• jira-service-desk
• notification

Hi, I have script listeners (Scriptrunner) that syncs comments/attachments from a business project to a service desk project. Currently working: Listener syncs if an attachment gets added to the ...

• Question
• api
• java
• jira-service-desk
• script-listener
• scriptrunner

When trying to load gadgets, names of the gadgets are not properly loaded. Refer to the attached screenshots

• Question
• jira
• jira-core
• jira-service-desk
• jira-software

In Jira Service Desk, how do I stop a "Welcome to Support" email from being generated when I add a new customer?

• Question
• jira-service-desk

The screenshot below shows failures in the Processing Log for emails that failed and did not create tickets. I have made permissions updates for the affected users, but I have yet to do anything that...

• Question
• jira-service-desk

the customer portal currently doesn’t show that a field is mandatory until they try and submit their incident/request. Can this be changed as it is not a good customer experience?

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