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Jira Service Management
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I have different SLAs times depending on the request type. If I change manually the request type from a customer, the time to done remains the same.
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I can connect to list view successfully but when I click the issue, I always see " We couln't connect to that issue" message" about all issue. When I try to switch other PC, I suc...
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What is the best way to keep track of communication with a vendor on a customer issue. Eg A customer raises an issue however it requires us to obtain advice from a vendor. We do not want to add the...
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As the title states. I am horrified that the cloud version does not have anything that equals Hubspot "Snippets/Templates" or system of entering in Canned Responses. I have viewed the tic...
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Is it possible to have two different groups see two different portals? Or would I need to create a new project for each group to have their own portal?
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Our school system's helpdesk in Jira Service Management has numerous tickets that have been open for over a year. We would like to create a status in the helpdesk that will close the ticket without n...
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Hello, I am evaluating cloud helpdesk options & came across your Jira helpdesk platform. is there someone in sales or support to speak with to schedule a demo of your cloud helpdesk offering? th...
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Hello! Right now we use a service provider to manage invoices from our vendors. We ask our vendors to email invoices into us at ap@ and a human manages that inbox, forwarding emails with invoices ou...
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I created a simple automation to set a value in an Insight Custom Field. The goal is to use the Reporter Email Address as a parameter in the IQL syntax When hardcoding the email address...
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How can I create and configure fields on a form that we would send to colleagues for them to create issues on the project? I searched around and found info on Jira Issue Collectors, but that doesn't...
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I have two customers: customer1@domain.com customer2@domain.com When they send autonomously a mail to Jira Service Desk we receive their mails without any problem. When Customer1 sends a mail "...
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Hi, I'd like to get to know if there's a way in Jira to find tickets with response provided by users from certain group. Scenario here is that our organization has a bot that immediately replies in...
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Dear all, I´m positive somebody else already had the same issue as myself and my struggle now for 2 days can be brought to a swift solution. Here it comes: Setup: I´m site-admin for...
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Hi, I have an issue with creating tickets from Jira Customer Portal after Jira update from 8.5.1 to 8.13.7. It stuck as it is shown below. The same issue happens also when I try t...
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How to make comments internal in bulk?
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Hello, I would like to use the first name in email notifications and try to remove the last name. So if I use the smart value {{issue.assignee.displayName}} I receive the whole name, first and seco...
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Dear Members, Stay Safe!! When comment is added to Reply to customer (not as an internal note) then status will change otherwise if comment added as internal note, status will remain as it is. Tec...
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Is there a way 1) to hide or remove portal URL from an ITSM project? 2) to record customer location?
Is there a way 1) To hide or remove portal URL from an IT Service Management project? 2) To record additional customer information i.e., location / time-zone etc. for an online support, if needed? ...
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Greetings, I've had several users reporting an issue not being automatically created via an incoming email message. The reports started coming in after the Jira instance was upgraded in the followi...
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From an issue I am able to create a sub task. When scrolling down the issue I can see all sub tasks, however when looking at sub tasks in the queues and even when clicking into them, I am unable to s...
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If all work items are created in Jira by developers, can they then be linked to the Change Management component (i.e. new change request created automatically) of JSM once they reach this stage?
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Hi, I want to define SLA based on the tier of the Affected Service, so I am trying to come up with a JQL for that. I tried in the issue navigator but I am unable to search based on the service tier...
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Hi All , have a request to create a portal group for Onboarding and off boarding for specific groups of users which can view and submitted the request not sure if anyone have that experience...
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When I'm looking at my queue, I can't tell if the Reporter has made an internal note. It doesn't change the status or the last updated date. Bottom line: I want it to be obvious that a Repor...
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Atlassian Community Events
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| 29 | |
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| 3 hours ago | ||
| 12 hours ago | ||
| July 29, 2025 5:22 PM PDT | ||
| July 29, 2025 10:24 AM PDT | ||
| July 24, 2025 12:26 PM PDT |