Jira Service Management

Hi, I am looking at Service Desk to replace SalesForce as the front-line tool for our support engineers facing the customers; we have JIRA in our development / engineering team already and wa...

• Question
• jira-service-desk

Is there a way to either: Remove the Help Center link displayed on the JIRA Service Desk Customer Portal for one or more of the Customer Portals associated with each Service Desk we have installed,...

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• jira-service-desk

The support contract that we offer our customers includes 1 support login for every 5 user licenses purchased. We would like to know if there is an easy way currently to group customers by company an...

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

This morning I started to do a comment on an issue and it auto-populated the comments box with a "hello" and a signature.  How does one stop that?

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

Hi, I'd like that my customer could close or reopen and issue which is resolved on Zend Service Desk portal   How can I do ?

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

As it seams now, with JIRA 6.4.x and JSD 2.5.4, the queues are automatically refreshed every 3rd minute. Is it possible to tweak this to update more often? JIRA checks for new mail every minut...

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• jira-service-desk

Hi! My staff and my customers can use the feature "Add participants" to an issue. But I have problems with email notification. The new participant is notified only if the Add on notifications are e...

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• email
• jira-service-desk
• notification
• participant

I am interested in moving from my current incident management tool (ServiceDesk by ManageEngine) to your platform.  Do you offer any type of migration tools to import previous incidents for hist...

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

Hi! On JIRA service Desk, when my customer close his web browser, his session is closed even if he use "Keep me logged in". So next time, he has to login on the customer portal again. Is there a way...

• Question
• cookie
• customer
• jira-service-desk
• session

When customer created an issue in JIRA's help desk, the default assignee gets an e-mail. The we get a second e-mail with, what seems to be, an auto generated comment "This issue requires your attenti...

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

Is it possible to configure the SLA on the service desk to exclude comments from specific users / bots.   For example: We have an automated system that checks the input of the customer and as...

• Question
• jira-service-desk

In a JIRA servicedesk I created a automation rule : Keep on top of SLAs. The trigger should be when SLA Time remaining < 60m and then it should send an alert to a specific user.  ...

• Question
• jira-service-desk

Hi, We are using Lotus Notes, i have configured the email for JIRA and it's work (almost) very well. BUT: I have added a RULE to an email: send all docs to jira@mama.zz and in the journal...

• Question
• email
• jira-administration
• jira-service-desk
• mail-handler

Hi! On JIRA service desk, when my customer respond by email on an issue, my Service Desk on agent side show the comment as internal. So my customer doesn't see his own response in the customer porta...

• Question
• comment
• email
• internal
• jira-service-desk

Hi! I have two JIRA server: The first one is a JIRA hosted locally in our company used by our developpers The second one is hosted on the cloud and use JIRA service Desk to propose help to our cu...

• Question
• issue-link
• jira
• jira-service-desk

Within JIRA it is possible to create a service desk in two ways: 1) Select the "Enable Service Desk" option in the project admin 2) Create a Service Desk -> New Service Desk Project Want strike...

• Question
• jira-service-desk

Hi! On JIRA Service Desk Customer portal, there is no application navigator, no way to create a link and it's not possible to change the link "Help Center" (if I'm wrong, please tell me!  ) S...

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• application-link
• customer-portal
• jira-service-desk
• link

I need to figure out who made changes to a particular JIRA Project Service Desk portal. Is there a specific location for these logs?

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• jira-service-desk

Customer currently have only the My Requests page. But what about showing something more advanced, like other JIRA options available in JIRA?

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

Our customers are complaining about getting too many emails from the service desk. From what I've found, disabling the SD notifications and editing the notification scheme completely stops sending em...

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

Hi,    I've just started using JIRA Service Desk trial. After fiddling around a little bit I found out I can't see issues created by myself in the "open requests" dropdown. Now I have a f...

• Question
• jira-service-desk

Is there a way to inject custom java script in JSD in order to overwrite some hyperlink URL? The background is that we have several service desk for e.g. infrastructure, specific services and so on. ...

• Question
• jira-service-desk

We have created a custom screen with context specific tabs in order to make creation of the ticket more easier to the user when they are creating tickets through JIRA. But we are also using Service ...

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

Hey folks, Is there a way to link an existing internal JIRA project (used for development) to a JIRA Service Desk Project (used for collaboration between support & customers)?

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

I'd like for folks to submit a request that would be a sub-task of a different request.  Is this possibe?

• Question
• jira-service-desk