Community resources
Community resources
Community resources
Jira Service Management
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I have a question concerning the auhorisation of users in the projects. Is it possible that a user, when he logs in into the Customer Portal, only is able to see the project where he has an authorisa...
- Question
- jira-service-desk
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We were evaluating JIRA Service Desk, and it was working fine, but once we purchased and installed the license, Service Desk prompted us to "Migrate Permission Scheme", which associated a new permiss...
- Question
- jira-service-desk
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...og in to submit a support ticket is ridiculous and a show stopper for us. We need our customers to submit a ticket via email, access our public KB and submit a question without having an account or l...
- Question
- jira-service-desk
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Hi, We use JIRA Agile extensively in IT, and our Operations department is exploring the use of JIRA Service Desk to help them route calls. I am helping them set up their workflow...
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Hello, I would like to know if there is a way a Service Desk Customer can link one of his requests to another request?
- Question
- jira-service-desk
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I know how to add Priority field to SD requests. I would like to know if there is a way to make Priority names different than in JIRA, i.e. have some kind of aliases for values. For example, I would...
- Question
- field
- jira-service-desk
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Hi, if an agent creates a service desk issue from a phone call, kind of on behalf of the customer. We want that issue to appear in the customer portal, but it doesn't, until the "Customer Reque...
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Why SLA remains running after reaching the status=Closed (this is SLA stop criteria) ? It seem happens when the status changed directly to Closed (skipping 'Resolved')
- Question
- jira-service-desk
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Our customers are Service Provider support teams escalating issues to us. We would like each of our customers to be able to view and comment on all of the issues currently open for their organi...
- Question
- jira-service-desk
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I am setting up JIRA Service Desk and I need my customers to be able to reopen a resolved issue by responding to the resolution email, or by commenting on the resolved issue. I would prefer to ...
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Hello, I am Service Desk project admin, and dont have JIRA admin rights. I am trying to invite Customers for my SD project via email. After I click on Send Invites, no invites are send and message a...
- Question
- jira-service-desk
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Hi, Just started getting into JIRA Service Desk plugin. Does JSD provide a "time in status" feature or similar to Time In Source Status as by jira-suite-utilities plugin ? I hoped to fin...
- Question
- jira-service-desk
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Hi, I'd like to disable the email notification new service desk customers get after sending a email to the service desk. Email is like: *************** Welcome to Service Desk xxxxxxxxxxx! ...
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Hey folks, last week, I presented JIRA Service Desk to our management board after I tested the demo version for quite some time. Now it looks like they want to buy it but bevor that can happen, ther...
- Question
- jira-service-desk
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Hi, everybody. Would like to know if JIRA Service Desk provides a way to input estimate effort for tickets, so that besides SLA, one can see up front if a ticket will not be resolved within SLA, and...
- Question
- jira-service-desk
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Hi, everybody. Would like to know if JIRA Service Desk provides a way to prioritize tickets based on global contract SLA. I mean say there's two customers each with a different contract terms....
- Question
- jira-service-desk
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I have installed the Service Desk Add On to a JIRA 5.2 Server in a test environment. When I create a service desk to an existing project I cannot see the "People" option to manage rols & users o...
- Question
- jira-service-desk
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image2014-11-27 12:43:18.png
- Question
- jira-service-desk
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Hi Team I am using JIRA Service Desk.I am creating a Ticket through JIRA Service Desk eg I am creating a software request ticket.When i click "Need a software".A list containing...
- Question
- jira-service-desk
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Just installed Service Desk on Production after testing and the "Settings"button is gone. I do not see a way to set up the email queue and there Agent management is gone as well...
- Question
- jira-service-desk
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For example, our developers are JIRA agents, but would not but utilizing the Service Desk add on - when calculating the licenses we need for Service Desk, do I need to count the JIRA agents who will ...
- Question
- jira-service-desk
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Hello, I have recently added Service Desk on our cloud installation and am in the process of evaluating it. One of the problems I faced was that I could not make the created vs resolved report to sh...
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I would like reporters to receive notifications via email when they comment on tickets they have reported. Is this possible? I understand JIRA uses the Service Desk notifications for the reporter, b...
- Question
- jira-service-desk
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The ServiseDesk field "Time for first response" contains time, like "15h" or "3h" or "-1h", etc. We would like to have a Date/Time field, that would contain date/time for first response. Some...
- Question
- custom-field
- jira-service-desk
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I have a service desk setup where I would like to put a bulleted list in the field help. I've found that you can use Confluence Wiki markup in the field help, which has helped with some things, but i...
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