Jira Service Management

Hi, When an issue comes in for approval, there are two options in the Service Desk -Approve -Decline   Is it possible to change the Decline button name to Reject! Thank you

• Question
• jira-service-desk

I want to automate my service desk in order to when an Email or Issue is created the Jira can classify if it is incident, problem or service request, if i mean, is there a way to classify the issue t...

• Question
• automation
• jira-service-desk

Hello I want to set resolved issues (status resolved) to closed (status closed) I must have been there, but now I can't find it.

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• jira-service-desk

I'm configured multiple projects but I want to have only one email notification, if I mean, I know that per project we have a mail where our customers can write us and open a new case. But in this ca...

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• jira-service-desk

...sersFromBothGroups),changeHolder) // update field 10005 to those users if (usersFromBothGroups.contains(issue.reporter)) {return true} // if the reporter is in the group, return true and execute t...

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

I want to be able to display a field in the customer portal.  I can only see the following columns: Type ; Reference ; Summary ; Service Desk ; Status ; Requester I don't need to see Service D...

• Question
• jira-service-desk

Hello, We added a custom field called Closure Comments which will be used by our support agents to enter how they fixed the issue.  Using comments was confusing as there could have been a dozen...

• Question
• jira-service-desk

I have new users in Service Desk. Those users uploaded an attachment and no users, not even the user that uploaded it can not see the attachment. All they see is a gray box...

• Question
• jira-service-desk

I have new users in Service Desk. Those users uploaded an attachment and no users, not even the user that uploaded it can not see the attachment. All they see is a gray box...

• Question
• jira-service-desk

I have new users in Service Desk. Those users uploaded an attachment and no users, not even the user that uploaded it can not see the attachment. All they see is a gray box...

• Question
• jira-service-desk

I have new users in Service Desk. Those users uploaded an attachment and no users, not even the user that uploaded it can not see the attachment. All they see is a gray box...

• Question
• attachment
• jira-service-desk

How to @mention a JIRA Service Desk request participant?

• Question
• jira-service-desk

I have created a widget for my Service Desk project and selected a "Default request type" and "Show all request types in the widget".  When I render the widget, only the default ...

• Question
• jira-service-desk
• widget

When i try to create a new proyect in Jira Service Desk under IT Service Desk. Send me an Error:   Hmm... No se ha podido crear su proyecto debido a un error desconocido. Intente actualizar la...

• Question
• jira-service-desk

The only information I see about approvers is adding them to requests. I want to be able to add approvers to defects and tasks in the release process. Can someone tell me how to do this?

• Question
• jira-service-desk

We want to set up email channel for jira service desk, and hope to read the email thread for a given ticket from database for our customized tools. However, there is a database cleaner option t...

• Question
• jira-service-desk

Hi I am looking into having a SLA of measuring a response rate of the specific group of people in a Service Desk Project to tickets created by everyone to this project. Due to the nature of the...

• Question
• atlassian-support
• cloud
• jira-service-desk
• rate
• report
• +1 more tag...

Hello, I have created a custom field and added it to a screen. The screen should be triggered by changing the status of the issue to a certain one. It works in Jira for our agents but unfortunately ...

• Question
• custom-field
• customer-portal
• jira-service-desk
• screen

Looking to set up the JIRA service desk to support external customers, I would ideally like to have multiple users that log in, each under an account e.g. Customer 1 User 1 User 2 Customer 2 Use...

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• jira-service-desk

Is it possible to make assigned field a required field on issues that comes from email requests? 

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• jira-service-desk

Hi Team,   I'm having trouble connecting Jira Service Desk kb with my jira confluence

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• jira-service-desk

I work for a 15 person software company that will go live with customer support in the next few months.  I've been tasked with setting up their Customer Service infrastructure.  Jira Servic...

• Question
• jira-service-desk
• jira

Hello, I am trying to run a reports against the tickets that have been submitted to the Service Desk. I am trying to show all tickets with a key word or phrase in the description. The generated re...

• Question
• jira-service-desk
• report

Looking for a way to create customer profiles for our Support customers.  This would include items such as: Customer contracted level of Support; Customer support contract expiration date; custo...

• Question
• jira-service-desk

We have a connected knowledge base set up with our Service Desk project, and in that knowledge base we provide access to content for our customers.  I would like to know if there is a way ...

• Question
• jira-service-desk