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Jira Service Management
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My Service Desk will get tickets via Fresh desk and their Support email is involved in the ticket. Due to this my service desk is creating Duplicate tickets whenever Freshdesk email replying o...
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Any change request that gets declined remains on the open list and isn’t closed off. Looking at the workflow there is only Approve and Decline and both should result in closure. But only approval do...
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Let us assume we have 2 Agents ( Agent 1 , Agent 2 ) and customers ( Customer 1, Customer 2 ).Customer 1 is fresh desk project configured email. Agent 1 send an email to Jira Project configured emai...
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Hi, Is there a portal for end users to log in to check status of their ticket? At the moment I see that only way for them is track their ticket is through the automated emails that are sent ...
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I'm using Queues for Service Desk by Diviniti to separate service desk agents into different groups. I don't want agents to be able to access issues in other queues. You can do this with the Div...
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Here is the code that I have so far: import com.atlassian.jira.component.ComponentAccessor import org.apache.log4j.Logger; import org.apache.log4j.Level; //log.setLevel(Level.DEBUG); def xMult...
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...lug-ins to use. In a nutshell we need our correspondence to be more business like and less help desk because we deal with members of the public and are trying to educate them about spam and p...
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Hi everyone. First question here. I apologize in advance if the question is easy or stupid. So my problem is that. It is possible to show all the request type in the help desk portal or I need an add...
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We are trying to grant service desk users with permission to access a particular Jira Service Desk project. We have granted them project level access as well as global permissions in user management ...
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I would like to add a field(Example: Fix version) from JIRA to JIRA service desk ticket so that customers can view in which release the fix is available.
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I need to grant certain service desk users the ability to create and edit reports. It's not appropriate to make all of these users an administrator, which seems to be the only way to grant report cre...
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...s it possible for a participant(JIRA user) to add a public comment on a JIRA service desk issue so that it can be viewed by the customer.
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Hello, I'm running Jira SD Server. I would like to implement the automation described here: https://confluence.atlassian.com/servicedeskcloud/blog/2017/12/automatically-create-linked-issues-fr...
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Hi Is there a way to setup an automated report that emails each service desk agent (daily?) their open tickets, ordered by when they were last updated? Ideally i'd like to be able to only email the...
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In JSD, I want to hide the reply to customer option for some of the users in my project. Is that possible?
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I have enabled the strip quotes in Jira Service desk configuration. we usually communicate through email.. Agent 1 raised a query with project mail in To address and Agent 2 in cc. Ticket got...
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How can I make all emails received into an issue on JSD go directly to internal notes and not be visible by customers?
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Hello, I'm trying to change the default background color for the help center's banner. After choosing the color and applying changes, nothing happens even 5 -10 -50 mn later. Do you...
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I (Agent,Admin) have forwarded email to my Service desk Support email and it created new service desk ticket. After some time I have replied all and added new email to same email thread.. Instead of...
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Hi, I am trying to remove a field in my widget named 'your contact e-mail' it doesn't appear when I am trying to move or hide it within the /Project settings/Request types it seems l...
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sending specific attachment while issue creation or transitioned via automation rule both- server and cloud verions
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I want no one can select Date in past and should select future week dates, is it possible using some plugins or have to write custom code for this? kindly help in detail. I am using JIRA servicedesk ...
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Dear all, From our customer service Desk, each service when used by user create a corresponding issue type which has the name of the service populated inside the summary field of the issue. For all...
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Hi community! I configured the rule to send emails when an agent comments on a subtask. By logs, all conditions are successful, the email is not sent to the customer/ Why can this happen?
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i have a requirements, in which i have to export whole PROJECT's data means complete data dump to client for their own usage - like for importing to their analytical tools for reporting , how can we ...
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