Community resources
Community resources
Jira Service Management
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We have 2 different SLAs, time to first response and time to resolution. The time of eachone depends on the severity but the due time of the time to resolution shift based on when we do the "take on...
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Hello, looking at potentially using Jira Service Management to replace Freshdesk. Can the platform handle incoming requests via email, slack etc.
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Can you use Opsgenie as an ITSM Tool? I see you can do incidents but can it do Service Requests, asset management etc. I don't believe it can.
- Question
- opsgenie
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I often use Helpdesk And I set 'Single User' type field for some request. When I tried to use it, the field shows the list of Jira users. But some people can't see any people when ...
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Need help in finding the API documentation and examples to update the data from Service now to Jira
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Where can I find "The future of ITSM is agile" It is referred to on this page: https://www.atlassian.com/whitepapers/itil4 When I click "Downloads Report", nothing seems to happen. The con...
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When I open our backlog view I get an error saying I haven´t selected any issue, and I´m the owner and administrator of the project. I´ve experienced this for weeks now. Does anyone know what ...
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Hi community! Are you using a service project in Jira Service Management to manage incoming requests for a business team (like human resources, marketing, analytics, legal, facilities, etc.)? If ...
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I am trying to use IIS URL redirect and rewrite to make some kind of a reverse proxy using a windows server. The application is as follows, I have a windows server deployed using IIS, and my server's...
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hi, i have a test organization setup last year for Jira Service Management that i cannot delete since i cannot remove products from it. i have another organization setup under the same login under At...
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Opsgenie has String Processing Methods available for pulling specific text out of an integration payload. This article will show two string processing method use cases for extracting text from two di...
- Article
- integration
- opsgenie
- smart-value
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Hi all, I got a requirements for cascading fields with 3 levels: Functional area -> Category -> Sub-category Sub-category value list is mapped to Category value list. And Category valu...
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I would like to read an xml attachment from an email, and then create a ticket from that xml file. we are able to do this using scriptrunner in DC, but that feature is not available in Cloud from the...
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How can we make it a requirement to add closing notes when closing a ticket? For example I want to make sure we are requiring techs to add internal notes when closing a ticket so we know wha...
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Hello, I have a user who is unable to comment on a ticket he submitted via JSM project. Permissions within project has this line item below: Service Project Customer - Portal Acce...
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Good afternoon. I am trying to create a filter where it would allow me to see all of the cases were an employee would be requested as a participant or mentioned in the internal notes. &...
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When a requisition is opened on Workday, can a JIRA ticket be created and how? I'm in Workforce management and the pain point I am experiencing is tracking opening and closures of requisitio...
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Purpose: You want to hide all or some request types from the customer portal for company-managed projects. This article will show you how to achieve that. Solution: In the customer portal, ther...
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I can't change priority status for an issue in Jira Service Management. I can do this for a support issue type, but my custom chargeback issue type does not allow me to click into the priority status...
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We have a need to still allow customers open access to create their own accounts via the portal site, however we've run across perhaps some unintended functionality via the "share" option within...
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I've already restricted the ability for most team members to Bulk Update, yet they're still able to access this feature. Which seems a little counter intuitive. Is there a way I can out right disa...
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Hi, Is there a way to identify which automation updated a ticket? We have lots of automation and there is one keeps updating tickets incorrectly, likely due to copy and paste error. The histor...
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Very new to Opsgenie. But have heard good stuff. When an Incident is created as P1, I need to create an alert that: 1. Emails specific users about the incident, JIRA #, Su...
- Question
- opsgenie
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One of our techs is not able to log in to the company's instance of Jira. He is using the following link: https://panasonic-na.atlassian.net/servicedesk/customer/user/login The error message he is...
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Does anyone know, if possible, if an Assets Object field can show the Icon, Name, and another field in the Portal? I know how to add the additional fields for the issue view but wanted to provi...
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