Jira Service Management

I have created an issue for a user who contacted us through email. After a few emails, I summarized his issue and created a Help Desk topic for them. Since I created the issue as an Agent, (although...

• Question
• jira-service-desk

Hi I'm using Database Custom Field (Kepler) plugin and it works just fine when I open ticket from JIRA. I added a Single Selection List custom field and I can see all the values retrieved from datab...

• Question
• jira-service-desk

Hi. As the subject says, I need to be able to group service desk customers by company, is this possible? If it's not, is it possible to report on, for example, number of open cases per company rathe...

• Question
• jira-service-desk

I would like to change the color of the navigation bar in the JIRA service desk and followed this tutorial: https://confluence.atlassian.com/display/JIRAKB/Changing+theme+and+branding+colors+in+JIRA...

• Question
• jira-service-desk

Few days ago, customer web portals doesn't work. When I go to: http://kb.antfor.com:8080/servicedesk/customer/portal/33 the page is blank (like in the image) Captura de pantalla 2014-11-18 a ...

• Question
• jira-service-desk
• portal
• web

Hi All I am trying to create two separate service desks - one for internal customers and one for external customers. I have two user groups - one for internal customers and one for external custome...

• Question
• jira-service-desk

Hi, I have a problem.I want to take SLA report hourly but sometimes reports are daily and I can't change it. Then,report is going hourly. What causes this?

• Question
• jira-service-desk

As a basic requirement of SLA tracking, we need to send out notifications when an SLA is soon to be breached. Where do I configure this? Thanks in advance!

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

Hi  , is there way to define list of request known as common issues and if the user have on of these common issue he just check the box of from the list and request will be created ?  Lik...

• Question
• jira-service-desk

i need to know something like average issue resolution time Wold you give me some comment ?   read to that   thank you ~

• Question
• jira-service-desk

Hello, When users email our service desk email and do not include a subject line, messages are not received via our email channel. Is there anyway of finding these messages or add a subject line as...

• Question
• jira-service-desk

We're trying to use the Service Desk application to allow the public to create new bug tickets for our game. However we would like to allow them to view tickets that have already been created. How d...

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

Hey folks, As to simplify our JIRA UI for our user base, is it possible to only show the JIRA Service Desk menu to users that are explicitly added to a Service Desk project?

• Question
• jira-service-desk
• user-interface

This has got to be one of those "is it just me?" questions, but I don't see how I change custom fields after creation of a ticket. I'm not a customer of JSD, the only time I come in to contact with ...

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

I have a problem using Service Desk. I want to customize the mail that Service Desk sends to the customer when send us a mail with a new issue. JIRA sends two emails: one to me (i'm the person in...

• Question
• jira-service-desk

We'd like to be able to restrict certain menu items on the Service Desk for use only by a certain group of customers.  For example, we'd only like to allow department managers to access service ...

• Question
• jira-service-desk

Hey, it's me again. Still fiddeling around with Service Desk and I still have questions. So... I've created 3 different SLAs. The difference between them is how quick the Agents have to react t...

• Question
• jira-service-desk

It seems like the Service Desk product ignores Cc email addresses when one sends an email to the service desk assigned email and put someone in Cc. Trace of the Cced person is then lost... Is there...

• Question
• cloud
• jira-service-desk
• jira-service-desk-cloud
• mail-handler

Hi, I want to enable public signup in Service desk. In the documentation it says that I have to navigate to Settings > Addons > Service Desk > Configuration > Public Signup. U...

• Question
• jira-service-desk

We are evaluating Jira Service Desk. When e.g. receiving a phone call, and the customer contact has not previously contacted us, we need to be able to easily create the request on behalf of the cont...

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

We have a complex 30+ fields multistep wufoo form that we use for customers to send support requests to us. Seems that we can not replicate the form with JSD at all. So, we want...

• Question
• jira-service-desk

Hi, in order to "manually" (via groovy script) fill in the right value for JSD Request Type field (so user can see issues on customer portal also if created directly from JIRA project) is possible t...

• Question
• jira-service-desk
• request-type
• scriptrunner

Consider the following scenario: Setup ServiceDesk1 email settings to read from email test1@example.com over POP Send email to test1@example.com Ticket Created in ServiceDesk1 (OK)...

• Question
• jira-service-desk

Hi, at my company, we are currently using JIRA for internal issue management as well as time tracking (Tempo). We also have an internal confluence. So the head of my department is thinking of using...

• Question
• jira-service-desk

All, Recently I've encountered a question with Service Desk I haven't given much thought to. After looking through Answers for similar, I figured its about time I create something. The Question: Is...

• Question
• jira-administration
• jira-service-desk