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Jira Service Management
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I would like to ensure that the Reporter field and the Organisation field are populated correctly to avoid communication mistakes. can we achieve one of the below two options: 1. if the name in the ...
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Hello On our Service desk, I would like to create an SLA in which a ticket has to reach the following goals: 1. Assignee changes from "unassigned" within 2h of it being created (is there an a...
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When rules run automatically, they e.g. comment on issue as my manager, who set the project up. I have tried changing the user to something else but that user is the only choice I have on the list. I...
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What's the best tested Asset Management application to be integrated with either JSD Server or cloud
Hi, I am trying to explore and evaluate multiple Asset Management applications to be integrated with Jira Service Desk Server (or cloud). Based on your experience what is the best one on Ma...
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I need to give Service Desk Customer access to a user who was previously a Service Desk Agent. We revoked the user's access as a Service Desk Agent previously and then the user became inactive(doesn...
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Hello all, We are a servicedesk with about 2000 customers in it, that is being synced from AzureAD from our own local AD. Fields (phone number and other fields) are filled in on the AAD but I ...
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Hi everybody, I have a few tickets where the SLA "time to wait for customer response" obviously breached (s. screenshot). I need a project automation using the plugin "Automation for Jira":&nb...
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Hi, We are using JIRA Templates to create issue. The default type while creating from template is Asset. I want to change this issue type from "Asset" to "Task" using automation. How can I do this?...
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Hi! I'm designing a script which can disallow chaning SLA if target SLA will instantly fail (become overdue). To calculate this I need to subsctract current working duration from target SLA max reso...
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Hi everyone, Our Service Desk is configured to allow users to exclusively view (and interact with) their issues or their organization's issues. A customer asks us to receive an API token in order...
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Hello everyone in the list of requests until a few days ago, if I selected the status and could close it or set it resolved from 2 days I can no longer, when I click does not open anything, while if...
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Hi Jira Service Desk community, Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productivi...
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HI, me and my college used to be able to change status from the service desk summary screen without going into each ticket details. Since last week we can not do that. we have to each ticket one by ...
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I have admin privileges, but I can't see anything under Jira Service desk
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Automation for Jira loads fine in my company instance of Jira, but in my free-version I'm trying out for home use, it just gives an error. I didn't see any restrictions on automation at a glance in t...
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Hello guys, I have a question around automation. I have a workflow that has 3 statuses that all need approval by 3 different people. Looks like below Tech Appr...
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Hi, I have a next-gen service desk project and I am trying to setup workflow validation for a transition. when I go to the project settings > Request type > Email request and then I click...
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Hi, Is it counting the event in the backend when the "Share with customer" button is clicked? Or, is it counting any instances where the unique KB URL is present within a comment? If the later...
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Hi - my team is new to Service Desk. We are implementing a customized Change Request from for a new CAB process. Question: does Service Desk allow us to report off certain fields in...
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I need to create specific reports which are different than the system delivered options. Is there a way to do this?
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I have set up automation (Project Settings > Automation) setting to notify users when a new issue is created. Once a new issue is created, I have set an alert to go out to 3 people. But t...
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Short question: How do you check that a comment is a primary action using automation for jira? I'm trying to recreate a standard jira automation using "automation for jira" but don't know how t...
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I have followed the steps in this article: https://confluence.atlassian.com/servicedeskserver/example-creating-an-sla-based-on-due-date-956713305.html But Due Date does not appear in the SLA metric...
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I am trying to find the setting that controls who sends the internal comment when SLA alert is breached. Thanks.
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Hello, our support team supports three different products (including different features), we mainly handle bugs and change requets for all three of them though. We were wondering whethe...
419 views 4 0 Deleted user May 12, 2020
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| September 26, 2025 9:05 AM PDT |