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Jira Service Management
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Hello! Some questions about resolutions and ratings in JSM. Customers will be automatically asked to rate a support everytime a resolution is set? So independent of the resolution type, customers w...
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When raise a "Request a change" with "affected services" and status go to "AUTHORIZE", the Approvers field will be auto updated by "Automation for Jira". But I didn't find any automation rule for thi...
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Hi there! As usual, I ran into an incomprehensible situation, I can not figure out whether it is possible to copy "Select List (cascading)" field through automation, because these fi...
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Hi! I'm trying to figure out the best way to make a JSM project and a Jira Software project work together smoothly. I'm searching for the proper way for help desk agents have developers fix bug re...
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Today we are encountering problems with SLAs. It must stop when a ticket is closed. But in some tickets, it stopped, in other tickets, it is still counting regardless the tickets are closed. All tick...
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We have established Application Link between Jira Service Management (Cloud/free plan) and Jira v8.0.2 successfully following this article. https://confluence.atlassian.com/jiracoreserver/linking-i...
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I have 5 agents of service desk that are complaining that they are not getting email notifications when customers reply to a ticket. I am not able to replicate this with my own user. I think th...
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I am a managed service provider and use JIRA Service Desk Cloud as my support desk for my customers. I have created a single help desk project for all of my customers and set up an organization for e...
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Can an informer/custommer know the agent assigned to their issues from the Customer Portal?. I mean, I would like that the custommers know which agent is managing their issues till it is done. Is thi...
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Hello I see lots of examples of how to copy Custom field value to another Custom field. Is there any way to copy a Scriptrunner field to a custom field?
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Hi Community, How are you today? So, I'd like to know how can I delete these users in attachment below. Could you help me, please? Best regards, Carlos Alberto.
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Hi , I am trying to use the widget code in our product to have our customer create a Service ticket directly. <script data-jsd-embedded data-key="ec151d85-5a74-4b37-a3c3-e66a...
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Using the new Jira Automation Rules, we've setup two automated comment updates; Prompt Customer For a Comment Prompt them if they haven't updated a ticket in e.g. 5 days Close...
4,864 views 7 0 Deleted user December 23, 2020 -
Hello, Good day! We are trying to update the Customer Request Type field via a workflow post function. I know that this is easily achievable via automation (Action = Edit request type)...
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The ticket needs to go to different groups, e.g., a new employee's contact information needs to go to HR first, then go to computer access, then go to staff service. How can I create such a workflow?
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I'm looking to calculate a percentage on a custom report without having to do it with a script. Is this possible? I have a custom field called ReportSuccess and I want to calculate percen...
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If you @ a co-worker on a service desk can that comment automatically switch over to being an internal comment to help lessen the risk that you'll accidentally respond to a customer
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Hi, We're using JIRA SM Cloud free version. Our company emails are Gmail based Enterprise Emails for Business - I mean we're using Gmail but our email addresses are at our domain. We want to us...
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My team work on number of recurring tasks every week, month, quarter, and year. I want an auto trigger email to the assignee based on the start dates. I dint find any of these triggers in the Automa...
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Hi Guys, I have the following setup on Jira Service Management (Cloud). Projects A, B & C Customer portals A, B & C respective to Project A, B & C I have added only one cu...
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We're in the very early stages of testing to see if Jira Service Management is a fit with our organization. I want to enable the testers to create next-gen projects. They have the permissio...
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I am running a ServiceDesk (Server) with different workflows, security levels and issue-types. I am trying to define a transition to change four things at the time: * Assignee * SecurityLevel * Is...
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I have few service projects, but now I can't edit the portal settings on them. I'm not sure if this happened before I added another language to my Jira or not.
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Hi, I need to find issues that have no time logged on them. timespent is EMPTY doesn't work, this is an issue returned by query using this parameter: My JQL: project = "SD" and ...
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We are using Jira Service Management as the help desk for B to B. Our customers want the following features. And for No.1 I believe that the current JSM can support it. But for No. 2 and...
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