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Community resources
Jira Service Management
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Hello, We've noticed our users don't receive email notifications for internal comments on tickets they're assigned. Is there a way to configure JSM email notification rules to include Internal comme...
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Hi everyone, We’ve been focusing a lot this year on providing you with more robust ways to restrict who has access to what in Jira Service Management. Now we’re excited to announce the ability to...
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oddly enough i created this rule about 2 years ago so i do not recall the name of this rule and about a month ago we needed to add to this automation rule...problem was we could not find the rule tha...
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Hi! I’m looking to set up a service desk that supports multiple departments (IT, Facilities, HR, etc.) and would really appreciate some guidance and best practices. Ideally, each department would h...
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Have a few use cases for this question. We have a schema/object type of Employee with Manager as an attribute of the Employee which is a self object reference back to the object type of Employ...
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We sync all our users with AD using Crowd. When we disable a user, it automatically disables them in Jira - which is great. We do have some shared mailboxes that send in tickets to email addresses wi...
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If you’re in London or Seeheim-Jugenheim this May, don’t miss the chance to connect with Atlassian’s Service Management team at two of Europe’s top Service Management events: SITS 25 and SERVIEW Summ...
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I have integrated our operations alerting to ms teams and it does make a post when we have an alert in the group but it doesn't tag anyone. I want it to tag the on call person who is supposed to rece...
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I want to delete an existing alert of an application as it is discontinued from the organization. Can someone please help?
- Question
- cloud
- opsgenie
- opsgenie-cloud
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I have setup our SLA "time to respond", to pause when a work item is moved into status "in review". Unfortunately this seems to only work for some of our work items but not for others. I can't find o...
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Hi, Is there a way to write a JQL statement asking if something happened 3 hrs. ago? I tried NOW(-3h) and it won't accept parameters. Thanks Dd
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Hi, Some of our users aren't able to select users in a dropdown menu. Take for example the following portal: https://stillfront.atlassian.net/servicedesk/customer/portal/45/group/55/create/145 ...
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This article started from a question about whether we could show fields on the Portal just for info. The original poster got the impression that having multiple forms on one request wasn’t really doa...
- Article
- customer-portal
- forms
- jira-service-desk
- jsm
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In JSM we have alerts of every request that is created. So a service request will also raise an alert, however, for the alerts we want to use the on-call schedule to also be notified outside office h...
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I am trying to make an automation for the following. I made a request that is to be used when a user wants to have a change on a report. I created the reports as assets in JSM and have added an owner...
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Hello, I would like to share an automation rule with another co-worker who is not a team member on my board. What are the steps to share an automation rule?
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I am working with Jira/JSM DC 9.12.x We need to set a new Assets Object custom field that has been added to issues. My first thought was to use an Automation Rule. We have ScriptRunner, so we have ...
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I am trying to create automation in Team managed project that will update status of a linked issue in a company managed project . Can we make the automation's scope to be multiple project so i c...
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As an admin, how would grant someone access to make public canned responses?
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We’re experiencing an issue where a single user cannot see the "Due Date" field in Jira issue view, while all other users (including myself and other team members) can. We have thoroughly verified t...
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Hello, We are facing an issue where some of our field team members are losing connection to Jira Service Management (web-based) on their iPad/MacBooks. For context, our field team works in hospital...
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Hi, I have been spammed by a number of emails that I added to the blocklist, but their tickets keep coming through. How do I block them for good?
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Hello, I am currently working on our service desk and would like to edit the topics. So I go into a topic, but not all request forms are displayed, why? Two request forms are missing
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Having an issue with Queues where it doesnt show the issues, just a blank screen (See screenshot) Has anyone experienced this before and know a way to fix ? I see no way to hide the issues ,...
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I need to add some customfields to a form after the form was submitted. Is there a post-function that can do this? I've found only some automations, but they don't solve the problem.
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Atlassian Community Events
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| September 10, 2025 3:07 PM PDT |