Community resources
Community resources
Community resources
Jira Service Management
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Hello, One of our clients sends emails to create new ticket for one of our projects but those tickets land as a comment to closed tickets, one ticket in particular, very frequent. The client firmly ...
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Hello, Basically, on one Jira project, we have the field labels into each ticket and it’s visible: all good. The problem is that when the ticket is moved to the status DONE , the ...
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Current Flow: technician performs work>marks ticket as "closed" and provides a resolution>transitions to resolved automatically after a set period of time Use case: sometimes a technician wi...
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Creating a custom rule that will only be triggered when a specific request type is created via email
I want to create a custom rule that will only be trigged when a specific term is being used in a email request. For example: We have a email request , where the user is asking for a tic...
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I have created one Service management project. And want to receive email requests from other externals. But not able to enable email requests in project.
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I want high priority tickets to page our on-call person in pagerduty. I have completed the integration but i need to utilize jql so that an incident can be created. Should the query be something alon...
378 views 0 0 Deleted user March 23, 2023 -
When a user submits a ticket to our service desk with a table formatted with colors or merged cells, when the ticket is created, we notice that jira will not preserve all the formats. We have enable...
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Hello, I am unable to add a transition to a status. See examples below. I also get an error that states I cannot add a transition to a draft. Any suggestions? How do I ...
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Hi together, I´m currently trying to automate the process of assigning certain subtasks to a certain member of my team. I only got to asign a whole issue to one person, but not the child subta...
- Question
- cloud
- jira-service-management-cloud
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Tickets in Jira Service Management
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Hello, Am a Beginner to JSM and Looking for help to create or modify the existing IT category list in my ITSM Board. We are using it for the IT Help desk I need to add a Main category ...
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Can a customer share his screen in Jira Service Management? Like in a Microsoft Teams meeting.
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as a customer I want to chat with a employee to ask questions. Is it possible in my own JSM portal or only via Slack & Microsoft Teams?
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I need to know this for possibly working with Jira.
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We currently use an Enterprise license for Jira Service Management. We would like to establish a link with our Active Directory and for this you need an extra license (app Identity provider). The lic...
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We have Jira SM and Jira Software. What is the best way to configure and manage the change cycle from initial request, convert to a change request then manage the change cycle including CAB? &...
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I am asking for the experience of other experts. When we setup a new service management instance, should we keep multiple customer-company in one project or or create an own project for each c...
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I want add a custom field named "Key" and I want to populate the Key value in that custom field. For example: When I create a Issue I am getting the Key value after the issue creation but I want to ...
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I have the administrator role for a project but I still can't assign users to an issue. I have checked and the administrator role has the permissions to assign users to an issue in the permission sch...
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Is it possible to add additional fields to the Escalate/Resolve/Cancel Screen in the customer portal?
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I am trying to pull data from a queue but the number of requests aren't matching up in the excel sheet. I have over 2,180 requests in my queue. I am going to Filters> Advanced Issue Se...
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I am excited to announce that Jira Service Management can now support up to 10,000 agents on a single instance in cloud. This is a significant increase from the previous 5,000 and comes as the result...
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Hi everyone, Currently I've setup OPSGenie and JIRA Cloud to work together, what I have so far is when JIRA ticket has been raised. Opsgenie alert will be send to oncall engineer. Once the engineer ...
- Question
- alert
- automation
- issue
- jira
- opsgenie
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Hi, I am trying to setup JSM to send replies using an email from my domain. I followed the steps as descirbed in https://community.atlassian.com/t5/Jira-Service-Management-articles/Doing-Jira-...
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I have Request Type where I want to set the values of certain fields based on the reporter. This all works fine if I assume that the logged-in user is the Reporter. However, if a Service Desk Agent s...
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