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Jira Service Management
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I would like to add customer detail fields to my customer overview. Currently i can only identify a customer by their email, but not by other data entered as detail fields.
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Hi Community, I’ve created a bot in Rovo and would now like to link it with the Virtual Agent on support portal. However, I’m unable to find a way to do this. Could someone please guide me on how t...
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Hello everyone, Is it possible for a customer to filter by component in the service portal? If so, how do you set this up? What do the fields that can be filtered by depend on? Best regards Benny
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How can I create an automation to check if the user is first time to send an request, then edit custom issue field?
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There seem to be no setting to between change default internal/external. We dont "trust" the users to remember to add the :lock: emoji everytime there is an internal comment on a issue (work...
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After Oct 16, 2025: You will lose access to changes, problems and advanced incident management capab
Hi, will this planned functionality loss in the JSM standard subscription regarding change requests, prevent us to make the difference between an incident and a change request? Will we still ...
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Appoligize in advance if this is a thing already, but quick searching and googling leaves the impression is that ROVO is basically a thing, but resources to aid in creating usefull agents for JSM is ...
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Hi everyone! We normally use Jira Service Management to provide support, but one of our customers prefers using GLPI. Is there a way to automate the process so that when a ticket is assigned to me i...
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I need to calculate ATA in Jira where i need find time difference from Open time frame ( created) but need "In progress" time frame "review" time frame how can i find these&nb...
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this will impact us is the manditory to move to primium
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I am trying to create an Automation or even a Rovo Agent that reads the "Queue Filter" for the Queues in my project. The only way I have found to do this is to copy the JQL out of these and ...
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Hello! My boss does not like the customer portal layout in JSM. I know you can change things like, name, Welcome message, Logo, Announcement. However, our organization is looking to cu...
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Hello! I am working with JSM Version 5.12.20 , database version 12.00.601, Jira Service Management (Data Center). I need a warning label on issues created in my project saying "Do Not ...
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Hi Community, I'm looking for ideas on how we can level-up our current JSM offering, in particular how we can utilise the full suite of Atlassian features (be it filters, automation, Confluence etc...
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We use Jira Cloud. We are on the premium version (I believe) We have a project with confidential information, however, the team with this project would like for a user that's not in their department...
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...ira So if that's true, Jira's attachments aren't in the DB, they're literally in the filesystem of the Jira server, and the paths have the key numbers in them. If we could get a copy of the d...
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We have hundreds of resolved service desk tickets that we would like to consolidate into knowledge base articles using our responses to the customer. Is there a tool for this? Can Rovo do this?
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Hi Community, I’m running into a strange issue with Jira Forms (ProForma) in Jira Service Management and need help figuring out why there’s a difference between our sandbox and production setup. ...
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Hello all! I am stuck and can really use your help. When the priority is changed, I want to inform the customer about the new priority and the impact this has on their SLA and expectations. This ...
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Hi guys, this is the first time I'm trying to do some stuff with asset & request participants. I saw a few "tutorials" or solution but my brain dosen't work right ;D Maybe...
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Hello, I am trying to get this value to populate into the Smart Values for an issue summary. What am I doing wrong?
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How I can generate Jira SD tickets report by custom date like 01-Jan-2025 to 31-Aug-2025 Including all support departments. Please let me know the proper steps to generate this report.
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Is there a way to block or auto remove certain emails if they are in the reporter field? For emails created by tickets there at times distribution list or the portal email are in the To line...
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Hi, Someone can confirm the procedure to update jira service managment in cluster mode please ? Thank you
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Hello All, I will join team'25 from Turkey. We are a software company providing services both messaging, digital, VAS to the operators all around the world and I'm responsible for customer services ...
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