Jira Service Management

Hi, I need to make the menu "Service desk" not visible in the navigation bar for a specific group of users. Is it possible to do that? Could you provide me with a guidance to achieve that? I tr...

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

I have 2 questions about Jira Service Desk: We have a lot of existing customers with their emails in another system. We have a web page where new customers can register and provide their email...

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• jira-service-desk

Hi, Can anyone help shed some light on the following scenario: My company just purchased JIRA service desk. We want to use it to allow our external cusomers to create tickets via EMAIL Channel. We ...

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• jira-service-desk

Is visibility of the SLA field on tickets and in Issue Navigator in JIRA limited to Agents?  It seems that way.

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• jira-service-desk

https://confluence.atlassian.com/x/MZBlJw walks through how to setup a customer in Service Desk. The apparently challenge that exists is that you can't define that Jim, Frank and Bob are in com...

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• jira-service-desk

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• jira-service-desk

We have added additional fields to our Service Desk workflow.  How do I get an issue to auto-transition back to the customer when a "public" comment is added to the ticket by the Service Desk Ag...

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• jira-service-desk

I know there is a limitation where users cannot see tickets that are moved from the service desk 'project' to an internal development project. We were thinking of creating a 'duplicate' issue in the...

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• jira-service-desk

Hi, I have a custom field for Jira Service Desk which has a default value (not null). Is it possible that when a user opens the customer portal, the field does not pre-filled with it's default ...

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• jira-service-desk

I am evaluating JIRA Service Desk and wondering if it will integrate with SugarCRM directly or it must go through a 3rd party software such as Zapier or Podbox. Thanks Nic

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• jira-service-desk

We have outlook365. We have configured the email channel, but the following error is written to the logs:   2015-05-27 10:46:10,855 ERROR [] atlassian-scheduler-quartz1.clustered_Worker-1 Serv...

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• jira-service-desk

Hello, We have faced a couple of problems in JIRA Service Desk when working with the customer portal: The colors of the statuses are not the correct ones. For example, the Closed status is shown a...

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

HI  We would like to have some basic grouping of the fields on service desk customer portal. And also we wanted to have some conditional  fields ( if field1=Yes, then show filed 2). ...

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• jira-service-desk

It seems like only I (system-admin) are allowed to invite customers? SD 2.0.4

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• jira-service-desk
• moderators

Whenever I create new service desk project it needs to be assigned to all some particular schemes which I have configured?

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• jira-service-desk

So I configured an AD login for my end users to submit tickets using service desk.   Now these AD users are not counted as a part of Jira/Service Desk Licensed users.   Unfortunately an...

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• jira-service-desk

Even though I have JIRA administrator access, if I am not a service desk agent I am unable to edit/update a ticket and work on them.   We have bought JIRA 50 user license and Service...

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• jira-service-desk

Like the title says; I'd like to have the automation engine handle the cases where: WHEN: Issue enters status THEN: Create new issue WHEN: Linked issue is resolved THEN: Email user that their probl...

• Question
• automation
• jira-service-desk

Is it possible to use JIRA Service Desk only with email channel.  Any anonymous user / general public can send a query to JIRA service request - the system should create a request, but don't cre...

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• jira-service-desk

I would like to set up a group of users(internal company folks) that must be notified via email any time a service desk ticket is created by end customers. Can some one please guide me on how to do ...

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• jira-service-desk

Hi .,  we have states like On the Deck ==> IN DEV ==> IN UAT ==> RELEASE.,  when transition tickets immediately from one state to other., mail content looks in consistent. here is...

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

It's a built-in mechanism in JIRA to group older comments, but in ServiceDesk you see all of them as a long list. Then if anyone wants to go back to the Description in the CustomerPortal, they need t...

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• jira-service-desk

Dear All,  I have now a issue for my Service desk projects. My situation: Project 1 Project 2 Customers: Customer 1 for project 1 Customer 2 for project 2 When Customer 2 logon ...

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• jira-service-desk

It would be very useful for end users/customers reporting new issues to be able to paste screenshots from the clipboard of the application through the customer service portal. Can you ...

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• attachment
• jira-service-desk

We have JIRA 6.4 and JIRA servicedesk 2.4.2   Below is our complete notificatiion scheme The main issue for reporters is: No generated mails on comments, instead we use an email plu...

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• jira
• jira-service-desk