Jira Service Management

Here's what I want to do: I want to limit what type of issue customers can create, i.e. I want all incoming things to first be "New Issue" The team will then vet these "New Issues" and determin...

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• jira-service-desk
• permission
• portal

Hello - we had discovered that there were customers added to an Organization, which shouldn't have been there.  We typically add customers to an organization via the "Add customers" button....

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• jira-service-desk

When I add a then clause in automation, the list of fields that can be edited with an issue is only showing the system fields. Why is that and can I change this?

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• jira-service-desk

Hi! Would it be possible to implement following in Jira SD: If a ticket hits a specific status, an e-mail including the content of the ticket (reporter's notes and attachments) will be created and ...

• Question
• email
• jira-service-desk

I recently installed the IT service desk starter license as an add on to our Commercial Jira installation on our Server.  I'm an admin for the main Jira installation and the IT service Desk, alt...

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• jira-service-desk

I have service desk project. How can I get customer portal URL? Offcourse, i can choose "Project"-->"Portall Settings"-->"View and change" an then copy address from the browser. But i need to g...

• Question
• api
• jira-service-desk

Hi Team, We are facing an issue in our jira service desk setup, where the each email ( in a email thread) reply is creating duplicate ticket. this is not happneing for all tickets or emails. But we ...

• Question
• duplicate
• email
• issue
• jira-service-desk

When a request is received through the email channel, attachments end up as links instead of being attached.   Is this a configuration issue or standard functionality which cannot be changed? ...

• Question
• jira-service-desk

How do I setup my service desk so that when customer try to create a request they don't have to sign up? This my current setting for Customer Permission:   However when I try to access the ...

• Question
• jira-service-desk

Hi, I'm unsure if this is a Service Desk or Confluence plugin based issue. I've creating Confluence pages for exposure through JIRA Service Desk. It's going well so far especially since the look &am...

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• confluence
• jira-service-desk

In my JIRA Service Desk, I have create a single select custom field, which I set the filter as all active users. And But when I login my customer account in customer portal, no users in this field f...

• Question
• jira-service-desk

Have established an approvers field in the portal form (JIRA Service Desk) for users raising a change request to select an approved authoriser for their change. This is working nicely howev...

• Question
• jira-service-desk

Hello, I would like to know if is possible to add the phone number and skype user to the servicedesk organizations directory, schedule a meeting and make a call to the customers through se...

• Question
• jira-service-desk

Hi Folks, I have created some fields that the agent should fill before actualizing a status of an issue (I have created some text fields and created a personalized screen, then I have...

• Question
• comment
• field
• internal
• jira-service-desk

Every so often a user mistakenly gives a bad rating, and will mention in the option comments that they meant to give a different rating. Is it possible to change it after they chose the first time? S...

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

We have several Service Desk projects for which we are constantly being prompted to "Update" SLAs in the Project Settings. When "Updating," it runs the updating bar and does not stop. Ever. If I sto...

• Question
• jira-service-desk

I'm a bit confused regarding what's included with the Jira Service Desk subscription.  Knowledge bases are listed as a feature.  Is it necessary to subscribe to Confluence also to use the k...

• Question
• jira-service-desk

Hello, I have look all over the settings for this and i am unable to find any way of accomplishing what i am trying to do. Basically i would like to be able to: When Issue created If reporter inO...

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• jira-service-desk

Hi, we've got some curiosity in our SD-Mail template configuration going on. In our prod-system, the "Answer above this line"-line disappeared (see attached screenshots). We've got exact the same co...

• Question
• email
• jira-service-desk
• template

Is there a database table in Service desk which shows the list of customer notification setup ?

• Question
• jira-service-desk

Hi , I am looking for a way to get information on when a user is added to organisation in JIRA Service desk? Is it available in any history tables or logs?

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• jira-service-desk

Once the Issue is closed in the Service Desk, we can migrate to the Change Management. But how do we tag the First Status of change management. for e.g, "Issue 1" current status is Closed in Service...

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• jira-service-desk

Can we create a customised Statuses for Service Desk Fulfillment workflow and a customised Statuses for Change Management Worklow. if yes, than what are prerequisite parameter setups which needs to...

• Question
• jira-service-desk

Hello, my customer wants their agents to have the possibility to favour queues, and to view them in their preferred order. Agents should have the ability to reorder queues as they wish. I know that...

• Question
• jira-service-desk

We are testing JIRA Service Desk and found that we are unable to configure o365 email for JIRA service desk alerts. Mail do not receive to email recepients and hence it is becoming a show stopper for...

• Question
• jira-service-desk