Jira Service Management

We use Cloud versions of Confluence, JIRA and JIRA service desk. The latter is for a specific business area, but appears to be impacting more broadly. Ever since implementing the Service Desk, ...

• Question
• jira-service-desk
• user-management

We're currently building out a single Jira Service Desk project as a ticketing system. In our IT department we have 3 sub-teams with 5 techs in each sub-team; Helpdesk team, Server team, and Applicat...

• Question
• jira-service-desk

Hello,    We've recently installed Service Desk to try it out, and so far, it seems OK. We're currently running JIRA Software and JIRA Service Desk.   With JIRA Software, we let a...

• Question
• jira-service-desk
• jira-software

Dears, I've set up the JIRA Service Desk 3.6.43 and AD integration.   I've got the security group called JiraGroup. There are an support agents will here. I'm a member of this group...

• Question
• jira-service-desk

This is a really silly question, but somehow on my user I've hidden the group menu in Request Types in project settings on my JSD project. I've logged in as other users and asked other admins at my o...

• Question
• jira-service-desk

Hi, I have just installed a freah Jira Servicedesk on a fresh CentOS 7.3.1611 and cannot get it to run in another machine's browser (CentOS is Core). It seems to be able to reach tomcat but wai...

• Question
• install
• jira-service-desk

Are you offering services or projects to your clients? For example, are you an agency, a consultacy or a system integrator? And are you using Atlassian products to deliver those services or projects...

• Question
• jira-service-desk
• advanced-roadmaps
• bamboo
• bitbucket
• confluence
• +11 more tags...

Hi I wonder if it is possible to have Service Desk Customers to access a knowledge base space in Confluence without enabling anonymous access, i.e., to make my confluence space publicly available on...

• Question
• jira-service-desk

We have facing issue with Autoclose automation that we set for ticket. Once ticket moves to resolved , we have stopped the clock & ticket should be closed within 3 days. But it seems to be not wo...

• Question
• jira-service-desk
• jira

Hello guys! We have a Jira Service Desk server installation, I noticed that on footer appears "Atlassian JIRA Project Management Software (v7.4.1#74003-sha1:03b9948)", but I only have Jira Service D...

• Question
• footer
• jira-service-desk

Dear sir or madam, we want to make our ServiceDesk accessbile by our customers via the internet, but we want to have our Confluence access restricted only for users at our office, in the intranet. ...

• Question
• confluence
• jira-service-desk

Hello We're using service desk. Evaluating using tabs for screen currently used is our project for service requests. A new request type was created to test using the new fields. The tab isn't visib...

• Question
• jira-service-desk

I have been looking for this for a while without luck. Information found on forums and even official documentation seems to be outdated. Can anyone help on How to link Issues between Service Desk an...

• Question
• jira-service-desk

Hello Pretty certain I know the answer to this, but is it possible to have more than one screen for the different operations. E.g. 2 screens for 'create issue' operations. The goal is, that for a s...

• Question
• jira-service-desk

JIRA Service Desk 3.6.x introduces a change to the SLA format. The same SLA is displayed eg 1 in 6h. Does anyone know how to disable SLA rendering and display under SLA conditions in hours?

• Question
• jira-service-desk

Has anyone else noticed this? When I, as an Agent, raise a Service Desk request on behalf of a customer, and then the customer checks the portal, they need to set the filter to "created by anyone" i...

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• jira-service-desk

Hi,   all of a sudden our JIRA Service Desk sends up to 10 notification mails for the same case. So when one of our agents adds a comment to an issue, JIRA sends the notification mail 10 times...

• Question
• jira-service-desk

Hi all, I am using the RequestTypeService interface for receiving the request types. I need to pass the RequestTypeQuery parameter, but I don't understand, how to create it? https://docs.atlassian....

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• jira-service-desk

Instead of the widget names I get something like  _MSG_gadget.recently.created.title.specific_ Instead of descriptions I get something like __MSG_gadget.activity.stream.description__ It seriou...

• Question
• jira-service-desk

Hello All, I must be missing something here as it bewilders me as to how this product handles user (customer) management.   Beyond the lack of user import capability which I've now grown to acc...

• Question
• jira-service-desk

I am trying to create users that can only view and use our service desk project however i am cuming up with repeated issues, 1 would think this would be a simple process but it does not appear so hav...

• Question
• jira-service-desk

I am interested in knowing how to query our service desk to determine who is assigning tickets to other agents, but I'm not sure which fields to query in order to do so.

• Question
• jira-service-desk

We can demonstrate, like clockwork, our JSD email puller runs every 6-7 minutes. This creates a huge delay for quickly processing incoming mail and slows the entire product down to a crawl. Round tri...

• Question
• jira-service-desk

Hi we have SD 3.5.0, and I received a request to add collaborators, and I found a doc which says to go to people tab and the add collaborators. In my case, I can't see people tab anywhere in SD. Am i...

• Question
• jira-service-desk

I've received some comments from users that JIRA Service Desk notifications defy attempts to group them by conversation thread in Microsoft Outlook. Looking a little bit further, it appears that Mic...

• Question
• jira-service-desk