Jira Service Management

Collaborators currently can make only internal comments. I'd like to make it an option to a collaborator whether his/her comment is visible only internally or visible for customers too. Is there a ...

• Question
• jira-service-desk

Hi guys, I wonder how I can edit the actual content of a notification email? e.g. When a request has been resolved the reported receives a notification email to say that the request has been resolv...

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

We are trying to use JIRA Service Desk as a new Helpdesk tool for my company. We work in an industry where response times need to be in seconds. When our user base send in an email, we find it takes ...

• Question
• jira-service-desk
• email
• performance
• response

Hi guys, We have 4-5 enterprise clients that we would like to service through the Service Desk, however, each of them has their own unique fields to display in the customer portal so a separate port...

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

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...

• Question
• 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...

• Question
• 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 ...

• Question
• jira-service-desk

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

• Question
• 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...

• Question
• jira-service-desk

• Question
• 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...

• Question
• 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...

• Question
• 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 ...

• Question
• 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

• Question
• 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...

• Question
• 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...

• Question
• 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). ...

• Question
• jira-service-desk

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

• Question
• 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?

• Question
• 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...

• Question
• 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...

• Question
• 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...

• Question
• 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 ...

• Question
• 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...

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