Community resources
Community resources
Community resources
Jira Service Management
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According to the SOC 2 report from Atlassian, Jira SM (Cloud) data can reside in the AWS US data centers, but for redundancy and availability, data can be replicated to other datacenters outside the ...
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We're using an on-call scheme for who to assign issues in a given week (rotation is weekly). We have a single issue where the assignee is given as the on call and we change that assignment weekly. ...
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Quite surprised there are no available Atlassian instructions for reverting a JSM Customer-level (i.e. external) account to a Portal-only account (or the equivalent).
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Hello! I'm looking to understand a bit more about adding participants to a JSM issue. As I understand it, in order for a user to be a participant on an issue, they need to be a member of the respect...
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We are currently using JSM (Server), but will soon switch to JSM (Data Center). We'd like to restrict access to certain request types depending on the customer's role (or Active Directory group, if t...
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I am querying the table SELECT TIMEORIGINALESTIMATE FROM JIRASchema.jiraissue ji (NOLOCK) WHERE ji.TIMEORIGINALESTIMATE IS NOT NULL The issue is when I export some of the values are ...
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I am not able to receive email via service management (sent to Jira default email). I see them in the Log table as "Failed". Here are my relevant settings below. What else do need to enable to receiv...
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We have recently transferred our Halp ticketing to Jira Service Management and the Assist app. Currently employees are getting the Assist thumbs up/down CSAT response after a ticket is closed, but al...
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I have a team managed Service Management Project that two of the Issue Types are requiring an Approver field be populated when creating a ticket as an agent (from the create button in the queue List ...
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Hi , This is a service desk project and with a user portal. I have a workflow with multiple approval process used within the same workflow. In the workflow we have a status called "Awaiting ...
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Hello All, We'd like to give all of our clients (different domains) access to a single Jira portal to submit tickets for various work items. What is the best way to build this without opening the en...
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Dears, I Configured approval in certain workflow phase with user have JSD license and he is approve from agent portal not from customer portal but the issue i configure also transition screen to all...
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Hi, I need help with reset clock so that prompts occur more than once when cycle of customer response and support back to customer recurs. 1. Customers receive an email after one day no respon...
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One of our service desk customers would like to use the Jira iPhone app to log requests/receive notifications. They say the mobile browser portal experience isn't great. Having done some reading it ...
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Dear colleagues, I'm trying to overwrite via automation an specific customfield (numeric type) with number value from another system field. I made several tries: as update-set { "update": { {c...
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Hello, can someone help me with a query in JSM to find all service requests where the “VCS SLA AdviseETA target” value is <24 hours from the issue creation date please? Regards
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Hi Recently we upgrade to Jira Service Management Data Center and buy Jira Boards addon to allow to work servicedesk Team using boards. The administration can create boards, but other users don't h...
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Dears, I want to send email notificaiton to assigne line manager through automation when SLA is breached I have addon to get employee line manager from Active directory but How can I use this...
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Hi After upgrading to JSM 5.4.9 (assets version 10.4.9) users that are not in role of "Assets Administrator" but only Object Schema Manager have problems with searching for object based on r...
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I can view the widget when I insert the tag in an HTML file, but I want it to be accessible via a link in a web browser. Do you have any suggestions on how to accomplish this? I need it to be added i...
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Hello everyone, I am trying to change a particular field while automating a ticket cloning, but i don't know how. It concerns the Reporter field. When cloning the ticket, i want the Reporter of the...
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Hello, I am looking for a way to enable a function, rule (if exists) to make available the email notification to all customers of an organization when the agent add a new comment. For the time being...
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Hi, we have an IT Support project in Jira Service Management and customer help desk portal website where the customers can create their tickets. We are already using Jira Cloud app for Microsof...
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Dear team, I have situation where I have my company JIRA and then the vendor JIRA Both are different numbers, different clouds and today i need to manage the same information betwee...
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Hi, We provide helpdesk services for an information system used by dozens of organizations. We use outsourcing service to develop and maintain information system. It is often the case that several (...
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