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Jira Service Management
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When the customer resolves an issue from the customer portal before the agent does, the resolution set for that is "Wont do". Is there a way to change that to something else?
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For Jira OnPremise Service Desk we created a dashboard. I added the user to an AD group recognized by Jira as we use it for sending reports out as well. We want the same business owners to hav...
4,393 views 1 1 Deleted user May 27, 2020 -
Hi I looked through the API documentation and see that you can see what knowledge base articles exist but there's no data that shows how many views it has or anything that isn't just a link to that a...
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Is there a way to change the name of the sender for the Jira CSAT? right now it is currently being sent to external clients under my personal name.
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Good Afternoon; well, when a client receive notification for email and answered for this same email, before in the issue report at the history have a comment but in this moment when the client answe...
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Wir möchten E-Mails aus unserem E-Mail System per IMAP abholen und erhalten beim Test der Konfiguration folgenden Fehler: A4 BAD SEARCH completed was bedeutet dieser Fehler? Das E-Mail System...
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How can I allow customers without a Jira Service Desk license to post comments from the view screen to the customer-portal? Currently customers are only able to leave internal comments. They do not h...
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We've set up JSD and Confluence, but we have groups of external users that we only give access to JSD so they have limited viewing rights to certain, restricted pages on one Space in Confluence as we...
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Hi All, I have created a service request on a project where assignee is a Freshdesk user. The ticket is created on Freshdesk as soon as i assign an issue to Freshdesk user. I can v...
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How can you determine which team members can "View Request in Portal"?
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Good morning!! I have this issue. Yesterday an user told me that when he performed an action, an internal note was added as my behalf (admin) in his issue. Checking automation rules I...
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Hi again! I have found so many great solutions from this community, so I would like to ask if there is one more solution for our concern. I would like to know if there is possibility that w...
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From our customers we're received a specific reacting timerange, based on the create-time of the ticket. 1. When the customer raised a ticket before 12am, then the issue had to be resolved on the sa...
448 views 4 0 Deleted user May 27, 2020 -
Hello, I'm trying to add or link specific procedures (Word files) to a component when i'm creating a new ticket. When i add one or more components to the ticket i want it to link to a specif...
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Hi, I have been using the Jira Service Desk tool for change management, and as the project owner everything has been working fine. However, I have tried to set up another user with the same permissi...
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Hi team I would like to export some jira global report in csv. Do you now any report that collect all the issues created, resolved, date and descripcion? This report must show informacion o...
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Morning all. I'm looking for some advice and opinion on a support model setup that i'm currently looking at implementing. Support Personnel: Service Desk (Level 1), Application Support &...
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We have a test JSD project to see how we cooperate with a client . They use a portal we act on issues . This seems to be working ok. Just recently we did a different approach , we creat...
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Hello, I'm trying to set two custom fields with users. First field gives me all users from Insight. Second should show me all users with same Manager (IAM attribute). I have tried such syntax in sec...
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Hello everyone. My issues have custom filed named 10301. I am trying to insert this field value into my canned response. It's easy to insert issue variables like description, key, etc....
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Hi, I've a user created but I'm trying to remember the pass and don't receive the mail. Is a user with rol (Service Desk Customer). I don't found where can I change the pass. Thanks. Ramon
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Is it possible to have two mailboxes linked to one project in jira
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Hello gentlemen, In our company, we would like to set up new Jira Service Desk for our 2lvl product support. Our common workflow its that someone reports a request and our operators are responding a...
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Hi there- I cannot 'Add another card' on the board we have created for our company. I have not used Trello in the last month, however, yesterday i logged on as a member of the board. When i click on ...
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Changing of request types by dropdown doesn't work for custom request types (from default to custom)
Hello Atlassian Family! We started usage of JIRA ServiceDesk NextGen projects for our IT ServiceDesk. So we created the new project from "IT support template". I discovered this Community and foun...
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