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Jira Service Management
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Hi, we've setup a new onboarding process in Service Desk, including a new issue type with custom fields, post functions within the workflow and an "onboarding" component for easier categorization.&nb...
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Greetings, Right now in the other support system (which I'm trying to abandon and move to Jira service desk) I have some ticket forms with multiply survey-like questions. For example: Name of yo...
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Hi. I'm using Create / Clone Issue(s) Post-function to create issues conditionally and there is "Parent Issue" option. I do not want to select a parent issue for newly created issues. Putting n...
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We have recently started using Jira Service Desk (We were using our own CRM earlier to create and track customer requests) I have noticed that for some customers, their email address is not displaye...
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Hi, I'm new to Jira Service Desk and I am wanting to test it out as we are looking for a replacement to our current ticketing system. I am trying to create a service desk project however, the only op...
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Hi, We are using Jira Service desk on Cloud with Standard Product Plan and would like to know, is there any additional price we need to pay when we have multiple automations running? We are...
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Hello, I noticed that the icons I have for each project doesn't appear on my Customer Portal I've refreshed my browser but its not appearing? Are there settings that I need to use t...
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I am using an old version of JIRA Service Desk (v2.5.9) - I need to add the ticket number variable as a comment which is part of a workflow post function. Anyone know how to do this?
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"There was an error processing your request! There are no service desk instances available. Makes sure the account you connected to slack has access to at least one site and the app is installed...
440 views 1 0 Deleted user July 14, 2020 -
Hi Community, I feel like this is a simple one, but I am struggling with it. When a user marks an issue as Resolved and then changes the issue to be another status, it still keeps the "Done"...
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Is there any app on the marketplace that will allow you to assign tickets based on the agent's work schedule? We run a helpdesk and not all agents work the same schedule. We are having to chang...
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Hi there, I'm trying to build a report that will look at an issue type and their associated request types. For example: ISSUE TYPE A = 8 total Request Type - Complaint = 2 total Re...
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We have an app which shows our an email address for users to send any help/support issues. We are thinking of creating a Jira Service Desk project and linking that email address. Is there a better so...
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Is there a way to remove or hire SLAs in the issue page for internal agents? Please see my screenshot below:
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Hello! I am trying to add a custom variable to the automated email response in my service desk. It says in this ticket: https://jira.atlassian.com/browse/JSDSERVER-4642 that the work around is...
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Is it possible to add any email address listed in to/cc as a request participant after the issue is created. We have everything set up to add CCs as request participants when an issue is created, but...
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Hi Everyone, I am trying to create a costume SLA for different SLA request. However for all the names query with space are not working, what needs to be write for space summary ~ "4H OR 4 H ...
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In Jira service desk, let's say I have an issues that I want to assign to the developer (3rd level support) who is not an agent. I tried to give the account only the "developer" role in the project,...
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how to move back to previous status when escalation status can be reached from many different status
In one of our workflows, we statuses like x,y,z and escalation. when ticket is escalated from status x, the ticket will be in escalation status. Now the agent who works at this point should be see th...
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On the portal we have one user picker field. During the creation of the request from the portal we would like to validate the user picker field that the user is provided the correct email address and...
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Kindly help... I have created a report using "Resolved" field available in AIO report in Jira Service desk.Report was working fine till yesterday. But today its not giving any result se...
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In Automation Lite for JIRA, how can i make "View Request" as hyper link to the issue. By clicking on "View Request" it should navigate to ticket in the customer portal(Customer View).
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Hey Community, I'm trying to customize the design of the email notifications for agents. Whereas I found the template for requestor/customer emails and redesigned it, I'm not sure where to do it fo...
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How to configure Activity tabs eg. all , comments ,activity etc ?
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What makes create,edit and view screen to function in different ways. How does JSD knows this screen can only read or it can be edited.
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