Jira Service Management

I'm trying to find out if there are any add-ons or open source projects that would extend the automation rules in Service Desk. I love the concept but I'm finding the available functionality to be qu...

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• jira-service-desk

This question is in reference to Atlassian Documentation: Setting up service desk reports My management need performance figures for a specific calendar month.  Despite entering a date range in...

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• jira-service-desk
• report

A customer files a request on the hosted solution and they want to go back in and edit the request. How can this be enabled?

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• customer
• jira-service-desk

This question is in reference to Atlassian Documentation: JIRA Service Desk Documentation Directory Ask your question here...

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• documentation

Hello I want to upload a csv file which contains 54 row and 15 columns,there are some records (in two columns that contain more than 255 characters some of them even more than 1000 characters). I ha...

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• jira-service-desk

This question is in reference to Atlassian Documentation: Troubleshooting issues with the email channel My incoming email tests ok but I still don't get the emails in my JIRA Helpdesk. What cou...

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• jira-service-desk
• email

This question is in reference to Atlassian Documentation: Are Anonymous or Unlicensed Users Able To Use JIRA Service Desk? Ask your question here...

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• jira-service-desk

we are using JSD 2.5.9 , we would like to configure customized SLA with different goals Please suggest us is there any suitable plugin for Customized SLAs (free or Paid)

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• jira-service-desk

I have a 3 Agents License in JIRA. I have deleted one user so I now have just 2 Agents (admin and Sysadmin - btw. do they count as Agents?). When trying to set up a new Agent and I fill in Name and e...

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• jira-service-desk
• user-management

Hi, I have many different request types in my Internal IT Service Desk. I would like to have multiple dropdown menus when users are requesting something. An easy example is when we have a new joine...

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• jira-service-desk

I've created a JIRA Service Desk project and configured the email channel with a certain email address  Now i've deleted that project and want to reuse the same email address. Unfortunatel...

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

Hi there.  How do I get an better overview of which "Open requests" is actually just waiting for customers and which is waiting for support?. Right now below, I have attached an image, where i...

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• customer
• jira-service-desk
• overview

On JIRA 7.0.5 and Service Desk, when I try to create a automation rule to alert user about upcoming SLA breach, I can only add a user. Is there a way to alert the assignee of the issue not a particul...

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• automation
• jira-service-desk

This question is in reference to Atlassian Documentation: Setting up queues for your team We can assign ordinary JIRA issues from the filter list of issues screen, I want to do the same thing i...

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• jira-service-desk
• queue

This question is in reference to Atlassian Documentation: Setting up your service desk Ask your question here...

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• documentation
• jira-service-desk

This question is in reference to Atlassian Documentation: Managing collaborators Hi All,  I am trying to add a collaborator to a service desk project but I cannot seem to find the "People tab"...

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• jira-service-desk
• documentation

This question is in reference to Atlassian Documentation: Raising requests on behalf of customers Ask your question here...

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• jira-service-desk

Hello Atlassian Team,  I'm am having trouble getting automation rules to work in JSD. I am trying to create an automated rule that automatically generates a comment when an issue is created. I'...

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• automation
• jira-service-desk

JIRA Service Desk fields are scrunched to half the width of the body of a form, and the form is a third the width of the screen, so the form fields are 1/6th of the screen. They look silly. Can we in...

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• cloud
• column
• forms
• jira-service-desk

We are a software team using JIRA 6.x / Confluence / Bitbucket / HipChat on site. Now we want to add JIRA ServiceDesk for Software tickets and Infrastructure tickets. What is the best setup? I don't...

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

Since service desk 3.0, when an agent comments on an issue it auto populates the comment field with: Hi (Full name of reporter), – (Full name of agent) Can this auto populate text be changed ...

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• jira-service-desk

Do I need to purchase a jira license for each of my clients who wishes to use the service desk portal?

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• jira-service-desk

This question is in reference to Atlassian Documentation: Setting up queues for your team Is there a possibility to only let specific agents see specific queues in one project? (E.g. the North-Ameri...

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• jira-service-desk
• permission
• queue

How can i change, what it says when a customer opens the email confirming their support request?

• Question
• jira-service-desk-cloud

This question is in reference to Atlassian Documentation: Configuring request types and workflows Is there a way to have a request type that is hidden from the portal? When I try and have a request ...

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• jira-service-desk
• request-type