Jira Service Management

Good afternoon all, I'm very interested in using JIRA Service Desk. On YouTube and this site I've searched for the time accounting function to register time for each (internal/external) response. I ...

• Question
• jira-service-desk
• sla
• time
• time-tracking

This question is in reference to Atlassian Documentation: Troubleshooting issues with request types If customers send issues via email they automatically create a service desk issue in the IT Help R...

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• jira-service-desk
• request-type

This question is in reference to Atlassian Documentation: Making queues for your service desk teams Ask your question here...

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• jira-service-desk
• documentation
• queue

Since upgrading to JSD3, new issues created via email have the support email account which JSD is monitoring, added as a request participant on every issue (it seems to add all "CC" and "To" addresse...

• Question
• jira-service-desk

...his functionality useful? How does it exactly work? I'll venture a guess - tell me if I'm wrong. If I wanted to make a space with public-facing documentation but wanted to keep all other content, i...

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• confluence
• jira-service-desk
• knowledge-base

This question is in reference to Atlassian Documentation: Customize your service desk channels Ask your question here...

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• custom-field
• jira-service-desk
• notification

Hi, Is it possible or on the roadmap to have the ability to set a custom message in the help center?  I am thinking for system outages like email is down or something is offline users could see...

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• jira-service-desk

In the latest version of JIRA SERVICE DESK, I would like to know which are the options to customize/localize the email notifications content. Any hints will be appreciated.

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• jira-service-desk

Hi, We're a growing managed IT services provider, looking for a kanban solution to manage our service desk workflow. Seeing that we don't currently use any of the JIRA platforms, I'm interested in l...

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• jira-service-desk
• kanban

We just upgraded to service desk 3.0 and JIRA Software. When a user attempts to upload an attachment from the customer portal, they receive the following error: Cannot attach file: Unknown server er...

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• jira-service-desk

I'd like to understand how the billing for the service desk will be changed.   Currently we have two agents, four administrators, and 20+ customers. We currently are paying $150 for service d...

• Question
• billing
• jira-service-desk-cloud
• licence

• Question
• jira-service-desk

I'm currently on Service Desk 1.0 licencing. Where can I find a table with details of what the agent and JIRA user roles will be able to do on 3.0? The generic statements in the migration hub like ...

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• jira-service-desk

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

Hi. I encountered a problem, that I need to send an email notification to my service desk collaborators ( I am an agent). I created a custom rule, when the new issue type = bug is created there is a...

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• jira-service-desk

Hi,    

• Question
• jira-service-desk

Hi, I would like to know if it would be possible to separate in JSD the external comments (in the tab " Respond to customer") from the internal comments tab? or at least to configure the internal co...

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• jira-service-desk

I would like to apply a validator for a date picker field in JIRA Service Desk. I need to be able to select todays and future dates, but not past. I tried looking for a plug-in with a custom field, b...

• Question
• jira-service-desk

Hi, I want to customize the automatic reply sent by the service desk when receiving a new email. I did look at all configuration panel; there is nothing to deal with that.   Thanks for your h...

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

I discovered if I wrongly, by mistake choose a date via the date picker I cannot, as a customer regret the choice, only pic another date. Is there a reset option to use in the customer portal where w...

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• jira-service-desk

Dear community,  I need you help to find a workaround regarding my deliver analysis workflow : today we are using the JSD (licence 1.0) where you do not have limitation for the number of agent...

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• jira-service-desk

We're currently in the trial period for JIRA and JIRA Service Desk. We have a lot of external customers who email us using a contact form when they need help. We were planning on forwarding that cont...

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

Hi, Does anyone know how, using the automation rules within Service Desk, to send a notification to the assignee of a ticket that it is about to break SLA?  

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• jira-service-desk

I'm seeing some issues with notifications and client portal visibility to issues recently. A customer can raise requests through the customer portal When issues are commented on or resolved by Age...

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

Hi, is Script Runner compliant with JIRA Service Desk? If I add a Scripted Field to my request screen, is this working for Service Desk's users that don't have a JIRA license associated? Are Scrip...

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• addon-com.onresolve.jira.groovy.groovyrunner
• jira-service-desk