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Jira Service Management
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Can anyone help me on how can I get the value of goal on SLA(ServiceDesk) to use it in my groovy script?
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Attempting to clone a field configuration scheme but running into a sql injection error. Script: //Create a project objects (Source & Target) Project jiraProjectSourceObj = projectManager.getPr...
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Hi there, Some of our customers don't get issue notification while other customers do. Also the customers who don't get notification was able to get notification before mid July. is th...
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Hello, I have a question regarding sharing issues within JSD. My understanding if an issue is shared with you through the share button (not requested participant method), you need to have agent acce...
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Hi, I am looking for a mechanism to delegate approver for Manager. When Manager is OOO or unable to reach. What are the methods we can use when manager informed to delegate all his approver...
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I'm using an automation rule to mention some users (in an internal comment, to alert them to the ticket) *and* to include the issue description in a comment. The tagging of users works fine, but incl...
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Hi once again!! A user reported that he is not getting any notification when: 1. issue is created by a user x 2. somebody select him in the assignee field 3. somebody select him as reques...
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Currently folks that have submitted tickets, that are not "internal" , the "external" parties cannot add comments to their tickets. I can reply to the customer, but how do I let them add comments too...
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When a new customer sends an email request, both of these settings are required for the request to show up in Service Center. This ALSO allows anonymous access to ALL tickets. Is there any way to all...
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Hi, I am using Jira Service Desk project and I am trying to figure out a way to contact third party vendors without using email, I want to be able to use Jira to communicate to vendors via Jir...
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Is there a way to track and pull data into a report with all tickets that have been escalated? Just querying through status doesn't seem like a good option as that would eliminate tickets which are ...
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I have a bunch of tasks in the backlog that were once assigned to someone that is longer at the company (nor has a Jira account). When I try to assign these tasks to anyone else (includ...
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Hola Comunidad. Estoy realizando algunas pruebas con Jira Service Desk Cloud y quería saber que aplicación es recomendable utilizar para trabajar con inventarios en proyectos de ultima gener...
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Scenario: Service desk ticket is created and worked by an agent. The agents discovers that it will need to be escalated into a developers software project. The process I envision wo...
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Hi. I found out our custostomer cannot see in customer portal in request overview all open tickets. F.e. status RESOLVED - no issues. How can I manage queues for customers? Like I can manage queues i...
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I'm using Jira Service Desk, Next Gen Project and I cannot find how to edit or set the resolution status or field. I've tried editing the workflow and I have done and completed statuses, most of whic...
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I have associated the "View Screen" with the state transition "Done". I set the property value to jira.issue.editable = false, but the Edit screen still displays? How do I get rid ...
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I have 2 custom fields Actual Start and Actual finish. They want the Sprint value copied to the Actual Start field populated with the value of the Sprint field when issue is transitioned to Imp...
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Hi, My need I want to set up automation that after 3 days in states (Awaiting customer or Awaiting Approval) to comment to customer that we need their response and we will resolve after 7 d...
774 views 3 0 Deleted user August 4, 2020 -
Hi, I was wondering if there is a way to stop the SLA Time when the status is escalated, in the instance of outside parties having to fix an issue i.e hardware. So this doesn't affect ...
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While creating the Gantt chart i can see few of my tasks are correctly mapped with my Epics but few are directly mapped with initiative wheras they should also come under epics.Iam unable to find the...
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Hi all, I need help with an issue where i do not have any more idea. I cannot assign a user for a jira service desk ticket. The assignee field of "Ticekt No" could not be updated. User "na...
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Hi Guys, I have a strange issue in a Jira Service Desk (Server) i have the field "Request Participant" but it "transforms" the name of people i put there into dots.... as like they are too l...
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We are a small team, 3 agents which provides support and 6 customer users which should be able to register the incidents. Are these customer users also free for accessing the service desk tool?
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Hi , We already use on the company service desk but for a specific service. Now we do some test to use it for our IT support. I have some question, we want that all users who creat...
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