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Jira Service Management
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It would be helpful and more efficient to be able to insert a template when I'm working on a ticket and replying to a customer, as our replies are often the same or similar among different customers.
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Hi Community, I am plying around with the JSM with connected confluence knowledge base. Generally the search work fine but I fear that over time that number of hits will be too many. W...
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Hi! I have a challenge that I hope some of the experts here knows how to solve. Previously we have used many different addons in workflow automation, but are using Jira automation more and mo...
1,637 views 4 0 Deleted user October 29, 2021 -
Hi Community, Webhook in JIRA is set and integration in OPSGENIE as well. Alarm is created correctly in OPSGENIE when a critical incident is created. However, when acknowledged a...
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Can we change colour code of unassigned tickets coming into Jira?
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I Just wanna ask, because JSM is using the Opsgenie under On-Call section, since we are planning to use the JSM, how many users I can add in Opsgenie if I avail the standard plan of JSM?
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I see we can add custom fields to Issues, but I don't see how to add them for Organizations (and related contacts)? We need to be able to track mailing address & phone number for both Orgs and C...
1,531 views 4 3 Deleted user October 28, 2021 -
I am attempting to remove a user from our JSD Cloud version without success. Here's what I see: I access the user within admin.atlassian.com, click the three dots and select Remove us...
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Hello, On Atlassian's own security page, they state they use Jira for their own information security incident response ("How we use our own tools"). I'm curious if they have ever shared their projec...
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One of the major barriers I find to switching entirely to using JIRA Service Desk is the inability to restrict the different portals to only customers while still allowing emails to go through. Ther...
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I'd like to know if it would be possible to set an automation rule that allows to send a notification via email to a number of Jira users even if they are not the ticket assignee. I tried with Autom...
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An agents shoudl receive the ability to create custom reports in a Jira Service Managment project but he should not get additional administrative permissions. So far I was only able to have the "New ...
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Hello, for a field which has these options: Apples red Bananas yellow green brown is it in the customer portal possible that when the user selects Apples on the first level that "red"...
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Hello, Has anyone successfully (or know if its possible) embedded a Ajax street address lookup/API within a JIRA service desk field? e.g. the type where it starts to look for validate street a...
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Hi, I have a question and I have not yet found the 'ideal' solution. My usecase is as follows: When an onboarding story is created (so we have a new employee who will start), I want to sta...
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On our JSM project we are letting people in to the customer portal based on email address added to the "customers" in the project. Those people do not have accounts created within our Jira. It...
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It frequently happens that our JSM agents create a ticket by sending email to customer with CC to our Jira instance. I would like to setup the rule such that it changes the ticket reporter (=agent) ...
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Hi, I am aware that many of them have asked this question before and solution to this on the forum is try other apps like Halp which is a budget issue for us. But I am curious to know if there is an...
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All the Customers added in an organization disappeared suddenly from all our projects.
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Hello! Having the same issue as many others with not receiving invitation email and confirmation mail for a new user. It's * and *. Account for olearis.com was removed, but if this email w...
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Hi, I have been struggling with the fact that the service management tool is not working properly for me: customers (reporters and participants) are not receiving any updates from the ticket...
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Hello, guys. I am struggling with service desk configuration. We have a couple of custom fields in our project for the issues that we are able to see and edit in agent interface. It would be perfect...
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Hello all, We want to introduce a reminder system that works somewhat like that: As soon as an assignee has commented an issue, a timer starts (for example 7 days) and when time is up and the user h...
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We upgraded JSM to V4.20.0 due to a Security Advisory from Atlassian. Since the upgrade we find that some issues/tickets being created cannot be opened. We also upgraded Jira to 8.20.0 which has cr...
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Below is our requirement. Issue type is Change. We have 3 custom fields in Create screen. Start date(Date Time Picker), End Date(Date Time Picker) and Downtime(Checkbox). Change window(Time between ...
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