Jira Service Management

I want in Reports a report of First call resoltion. how can ik define this report in Jira Servicedesk?

• Question
• jira-service-desk

We are planning to setup service desk project for customers. The ticketing system fields are same for all customers. What are the recommended approaches? 1. Create seperate Service Desk Project for...

• Question
• jira-service-desk

We are planning to setup service desk project for customers. The ticketing system fields are same for all customers. What are the recommended approaches? 1. Create seperate Service Desk Project for...

• Question
• jira-service-desk

We are new to JIRA Service Desk. We have opted for all issues to be be created via the portal and have turned off the option to submit via email. When we ask follow up questions of our customers via ...

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

Hi, We have setup Service Desk and open the standard e-mail channel with Jira mail set. Everything works fine, except that e-mails sent from GMail account do not show. What can be the problem?

• Question
• jira-service-desk

I would like to create a group by name "XYZ" and assign some agents to it. 

• Question
• jira-service-desk

Hi  I am trying to user Service desk server 3.3 . I would like to put a message for customers on how to get access to portal before trying to login to the service desk page. What is the best w...

• Question
• jira-service-desk

Hello, I have several statuses in my workflow. All issues with status in the categories To-Do and In progress, show up in Open requests section in the Customer portal. All but one in status category...

• Question
• customer-portal
• issue
• jira
• jira-service-desk
• status

Hi All,   Just wondering if anyone has experience this. This afternoon our on premise Atlassian service desk restarted automatically, and appears to have updated to a new version that present ...

• Question
• jira-service-desk

Looking for a way to set up the company "Portal" to allow entry of issues into a Sofware project   OR to allow an easy transition from a service-desk issue into a software project. Best pract...

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

We do not currently have the portal open for customers to login to service desk to create issues so all issues are being created from incoming emails. Some of the emails show that they are from ...

• Question
• jira-service-desk

Hello, I don't want a customer to see other portals for other clients in Help Center Portal (Popular/Browse All). How can I do this? I already tried to Active this option "Customers my team adds t...

• Question
• customer-portal
• halp
• jira-service-desk

We are an IT consultancy who provide post-implementation support to our clients. We would like to do this via a ticketing system using Jira Service Desk. We already use Confluence and Jira so it is t...

• Question
• jira-service-desk

instead of clients clicking on one of a selection of options on the portal screen to take them into raising a ticket, can i have 1 option for the client on the portal and then have a dropdown wi...

• Question
• issue-type
• jira-service-desk
• portal

I am looking for a way to present a list of User Groups to customers seeking approval for their various team and then to have JIRA Service Desk populate the approvers field with the members of that u...

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

Currently these fields only show the Date.  Month/Day/Year.  I have seen other questions on this topic, but no definitive answer.  Any advice?

• Question
• jira-service-desk

Hi   i need all the (group 1) members in jira  notified when a issue is assigned to a  (group1), tried to add in events but the issue was group 1 members are notified when any i...

• Question
• jira-service-desk

1. my users reports bugs in service desk 2. my agents confirms and prioritized the bugs in service desk 3. now I want to move the bug to the jira backlog so that we can plan it in a sprint and...

• Question
• jira-service-desk

I don't have a people tab, just "customers". no option to add collaborators.  i'm on jira cloud.  I have added all developers as customers to give them the possibility to report bugs thro...

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

We are following the ITSM methodology in our JIRA Service Desk. Our customers must etner Urgency and Impact and we will calculate Priority but we then need to show Urgency, Impact and Priority in the...

• Question
• jira-service-desk
• itsm
• priority

I'm trying to get an "Organizations" field and a "Request Type" field to appear on my Create Issue screen. As you see below, the fields are not appearing on the Create Issue screen and they are not ...

• Question
• jira-service-desk

We recently installed JIRA Service Desk on top of our existing JIRA Software. All on server. In the Admin Tool of JIRA Service Desk projects, there are no visible menu options for the following: R...

• Question
• jira-service-desk

Hey, As Service Desk automation doesn't allow setting a custom field we're setting a Label instead and then using a post function script to set the field based on the Label. We've been using the Lab...

• Question
• jira-service-desk
• label
• post-function

Hi I am setting up Jira Service Desk for RNIB and need help with setting up queues. We have the default queues, however need to create queues so we can assign queues to engineers, however in our cu...

• Question
• jira-service-desk

Can you add Custom field variables to the customer notification or is it just the listed fields in the drop down? Thanks!

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