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Jira Service Management
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hi, when a client raises a issue on the Client Portal and is ready to be assigned, when it is assigned is it possible that the system send a notification to JIRA service desk user that a issue...
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We have 2 service desk project for 2 different products and we do not want members of service desk1 to browse project of service desk2 and vice-e-versa. I think members of both project are in ...
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I've used Jira and Service Desk at employers and signed up for a separate free (3 agent) JSD account for supporting a non-profit event. Testing went great and the event started great. Then email to p...
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Dear all, in order to see SLAs timing on a specific tickets the user must be an Agent. Managers that are not agents need to see this kind of fields. Do you agree ? Is there somethign in the JSD ba...
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Hey Everyone, I have just started an IT job where they use Jira Software. I am currently looking into videos on how to use the software, I am looking at LinkedIn Learning Videos, Any recommendations...
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Does anyone know how to create a simple report that displays all the time logged on issues by a user for a specific time period? We can log the time in the issues, but there's no way to disp...
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Hi team, I want to create a new rule where the trigger is file attachment. I want to know what request trigger can i use. Thans for your help Danielle Dakaud
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Great article! Is there any way in Step #2 that first logins can go to the same page as they would when it's not a first login? I've been trying to find a way to make that first login screen be the s...
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I am a service desk user & have added change management plugin as per this link https://confluence.atlassian.com/servicedeskserver033/change-management-861255537.html?_ga=2.8649845.1143506908.15...
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Hello ! I want to create an escalation workflow as soon an issue reaches 50 % or 75 % of the SLA However, we want to use this JQL but the breached function or only uses hours as inputs e.g projec...
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Is there another configuration to enable the CSAT email. After multiple tests, only this email is not sent to customers.
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I have a few people in my organization who cant tag/mention users. They are in a group that has the "Browse Users" permission enabled. Its a group of about 40 people and only 2 that i know of cant do...
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Hi Community! The way we have our Jira configured is a 2-layer architecture: Tier 1 (Jira Service Desk) - All requests come through here Tier 2 (several Jira Projects) - Each team in the company ...
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Hi all, I've started a free trial of Jira Service Desk few weeks ago and I wanted to create a project from HR service desk template. It was supposed to be used for ON/OFF-boarding and I want...
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We're wanting to add meta data to our request types to improve the search results as seen after the three @@@ symbols below. The issue is we don't want the information after the @ symbols t...
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Hello, when setting up an approval with a selection of the approver via a user picker field is it possible to restrict the user picker to users of the users own organization? In our use cas...
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Hello, I am new to JIRA Service Desk (v3.16.5), and would like to know how to resolve the following need. I created a JIRA IT Service Desk project (key = SDK) to manage the IT support of the compan...
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A couple of days ago, I had to deactivate the email channel functionality of my JSD project to switch the connected request type. Just after this, I've added my external mail account again. Just as i...
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I want to add a rule on a next-gen Jira Service Desk workflow transition. I set up the rule to assign the issue to the "Current User" (who I am assuming is the event triggerer), but every time someo...
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Hi, We have Confluence, Jira setup since before, i have added Jira Service Desk as trial to test HelpDesk+(Slack) with Jira Service Desk, which works fine. But i saw in billing info that ALL my user...
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Hi, I have a workflow setup with Approvals in place, but I noticed the field that contains the list of Approvers is editable by others. How can I restrict this so only the Approvers predefined...
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...ast comment for customer was added: Current Focus Point: To get around this I created a custom field called "Comment for Customer" using the Field Type 'Last public comment date'.&n...
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Hi, I create share rule, where I want to set share the issue with specific user. When I create issue and conditions are ok I don't see this issue on portal marked as share with that specific person...
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I need to remove a user that is no longer with me from service desk. When viewing their info, I see this: Why are the options grayed out? How do I remove him from Service Des...
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Problem: I would like to manage the testing process from staging to live... right now the board only has 3 columns, how do i reflect an issue has been tested on staging but not yet on live?
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