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Community resources
Community resources
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- Questions
Jira Service Management
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Hello, I have a Jira instance where when browisng the users, I get also the list of clients, that have made a ticket in our servicedesk, how can I limit the browse users to just Jira users?&...
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Please help me with finding the active agents account in JSD.
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Generally we are getting tickets through user's email in service desk when user raise a ticket through mail or service desk portal based on user email domain the ...
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When I'm an agent, I know that it's possible to edit existing queues or add new ones for better ticket/issue managing. However, if you are just a Service Desk Team member (user project role), you do...
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Dear Community I am new in Jira Service Mgmt and lost in documentation for the following setup 1. external customer sends an email 2. Jira Service Mgmt get's it 3. Jir...
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We are evaluating the use of JIRA Service Management, in combination with Atlassian Access, for enquiries in our university library. For GDPR purposes a requirement is that personal data, and enquir...
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In our JSD we hav for e.q the field request participants(Managed) and one field in Request Participants(Locked) with an other Language. This brings the Problem when i would like to mention a request ...
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As per the religious background of the company I work for, our management and some customers dislike receiving automated email notifications on Sundays. Can I somehow exclude Sundays? By the way I'm ...
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Hi, Is there any JQL solution to search for status mapped to customer view? Status for support = Backlog. Status for Customer = Waiting for Support I need to search for "Wai...
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I have a workflow where at one point we are deciding whether the ticket can be declined or approved. After 3 approvals the ticket will move to the approved status, one rejection and ticket will move ...
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Hi All, We have moved to Jira Service Desk from another Ticket Management tool that relied on users emailing into a email address, which would log a ticket. We have moved that mailbox into Jir...
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Hello Team, I am adding a custom field and hidding it from the portal. But when I do this, It is asking for preset value. When I am giving none it is asking for give any value. If I save this...
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Are Azure AD Sync attributes exposed to JQL or must the attribute be first mapped to a custom field?
I'm new to JQL and trying to build a filter that will allow our agents to quickly identify any issues that are unassigned and are in their local sites. Azure AD Sync is populating the City details fo...
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Hi there, Is there a simple way (add-on or otherwise) that will allow me to edit the look and feel of email replies? I don't need it to have images or colors. I'd just like the replies to tic...
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Hi Team, I'd like to setup the new ITSM template on our Jira cloud but I do not have the IT service management template available. As a test I setup a Jira cloud account with my own personal account ...
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We are using a Jira collector form to collect feedback from our users. Our teams integrated this form to launch on application contact button. (used custom template option within the issue collector)...
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Our organization recently did a soft roll out of the knowledge base. Now that this has been in place for a few months and our service center has built out several articles, our team is planning to pr...
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I would like to do check new customer accounts (when their first ticket is created) for a specific email group (i.e. find anyone with an email address from "@example.com") and add them to a specific ...
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Hello! My team is trying to determine the best way to handle escalations. We have multiple teams operating out of the same service desk, and we are trying to determine best practices when a hand-off ...
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I manually add customers to Jira Service Management per https://confluence.atlassian.com/servicedesk025/managing-customers-754977400.html. In the past, I've tried to add certain customers (all ...
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Hi, I created this automation here. But for some reason, it does not work when the issue is in status "Aguardando cliente". Here's the error log. I thought the problem was with the Permissio...
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Hi all, Is there a way to restrict request types for certain customers? For instance, most of my request types i need for all my customers to be able to log, however there are a few (Problem Ticket...
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Hello everyone, I'm having a problema with the "main title" of a request. Theres a picture inserted. I don't know how the title changed by itsef. Could you help me?
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I am looking to create a filter to search a custom field however, i don't want to put anything after the = so that i can go back at anytime to put in the criteria that i am looking to search on. Is ...
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Hi When a JSM Project is connected with a confluence space, the user can search for KB-articles and view them directely within the service portal. This is great in most cases, but sometimes, especia...
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| January 24, 2025 4:31 AM PST | ||
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