Jira Service Management

I want to be able to create reports on what Customer Request Type was used when creating an Issue in Service Desk.  For example, was the "General" request type selected, or was a specific one us...

• Question
• groovy
• jira-service-desk

Version 2.2.1 of Service Desk seems to have removed the ability to create a Customer account directly on the Customer Portal page.  Now we have to go to the People > Customers page and create...

• Question
• jira-service-desk

If I'm in a JIRA Project record, I can see "Add Subtask" under the "More" dropdown button.  However, in a Service Desk Project, this option is not displayed.  Is there a configuration optio...

• Question
• jira-service-desk

Currently, when an agent comments on a ticket in JIRA Service Desk - we have email notifications sent to watchers as well as other agents. If the comment is internal, there's no evidence on the email...

• Question
• follow
• jira-service-desk

Hi,          I need to disable/enable or hide/show some of the fields on the form instantaneously when some other fields on customer portal form filled with some specific va...

• Question
• jira-service-desk

Hi, I am using some request names and groups to configure customer portal, for JIRA Service Desk. Now, I want the group name and request names to get automatically populated in a cascade select lis...

• Question
• jira-service-desk

Does Atlassian do product demos? My company is evaluating other service desk products right now and I'd like to have JIRA Service Desk as a contender. I'm not seeing how to organize a demo of the pro...

• Question
• jira-service-desk

When we work on an issue in JIRA Service Desk, the customer gets lots of e-mails. e.g. Customer Submits a request Agent adds a comment asking for some more detail Agent transitions the issue int...

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

Why are random customers are showing up under Collaborators?  What does this give them access to?  I believe it means they can see Internal comments on issues?  Why are some seemingly ...

• Question
• collaboration
• jira-service-desk

Using JIRA Service Desk, customers are set with their email address as their user ID.  Based on the domain in their email I need to set a custom field (client) I have Script runner and think th...

• Question
• jira-service-desk
• scripted-field
• scriptrunner

Hello, I'm trying to allow users to reopen tickets via email , if they feel their issue has not been resolved.  I'm confused about how to get this setup. 

• Question
• jira-service-desk

Currently the SLA time like "time to resolution" is expressed in hours:minutes. Beyond a day this becomes difficult to interpret. Is it possible to express the time in a format days:hours:minutes? ...

• Question
• jira-service-desk
• sla

I'm just trying out service desk and think it looks excellent.  However our use of JIRA so far has been for a development team on an Agile project and therefore our project is setup for sto...

• Question
• jira-service-desk

I'm all for keeping people informed, but the number of notifications sent by the Service Desk are a little more than my users want. How do I configure notifications in a service desk so ONLY comment...

• Question
• jira-service-desk

Something must have changed in our configuration because suddenly our issues are not changing from Waiting for support to Waiting for customer when we add a comment.  What could we have changed ...

• Question
• jira-service-desk

Hey there, when an agent creates an issue on behalf of a customer in the service desk front end, the ticket will be successfully created. But if the agent comments the issue, the customer (now set a...

• Question
• jira-service-desk

I'm trying to setup a Groovy script to reopen any Resolved issue if the reporter adds a comment. I'm adding a comment on the Service Desk portal to an issue that Resolved.  But I see the follow...

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

Without Agent access, Can i get working on Internal Issue (Do Transitions, Assignment, Adding Comments etc)   Can you please give me some insight on this -

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

I want our Agents to receive an email notification when they are mentioned in a comment, but I don't want them to receive a notification for every comment.

• Question
• jira-service-desk

I have a knowledge base linked up to my Service Desk and used the Create KB articel to create a How to Article in Confluence.  It opens the page and I can save it, no problem.  When I look ...

• Question
• jira-service-desk
• knowledge-base

Hi, I am evaluating JIRA Service Desk. If an agent adds an attachment to an issue, can a customer view and open the attachment via the customer portal? I tried to do this but can't seem to see ...

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

Atlassian currently auto-closes tickets after 10 days, is there a way we can do that on our service desk?

• Question
• jira-service-desk

When I click the Create KB Article button in JIRA Service Desk I get the error, "No permission to create pages in space userguide."  ("userguide" is the name of the linked Confluence Space.) I ...

• Question
• confluence
• jira-service-desk

I am setting up Service Desk, and really would like to tweak notification messages a bit (starting by the footer). Anyway to do this on a Cloud instance ?   Thx

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

I'd like to add a status like On Hold or In Progress that pauses the SLA.  For example, sometimes we have to research an issue with an outside vendor, and we would break our SLA every time if th...

• Question
• jira-service-desk