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Jira Service Management
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Dear Support we're using Jira Service Desk since beginn of the year. Our customer have the possibility to rate our service/tickets (customer satisfaction) and we can see their answers in the ...
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Hi, Is it possible to add HTML directly in the templates of the rules of the Customer Notifications? I don't mean the general template (in here you can). I want to edit the Request Resolved templat...
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Hi, I have created one template and prepopulation but after adding prepopulation the UI for the issue changed....Which is not the expected behavior.....In create screen template details are visible ...
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Is it possbile to autoclose linked issues after solving problem?
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Cuando se le envía una notificación al usuario le llega el nombre del técnico que ha realizado la acción en el remitente del mensaje, como se puede desactivar esto. Ejemplo DE: Antonio Orti...
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As per the Atlassian email there's a critical bug affecting Jira Service Desk: From version 4.4.0 before 4.4.3 (the fixed version for 4.4.x) So with 4.4.2 we have to update to 4.4.3. But there is...
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Hi! I’m currently setting up a new Jira Service Desk for external customers and I wonder why emailed requests only show the email address under „Author“ and not the sender’s name (like in every emai...
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Hi, I tried to build jira from source, but it failed and threw the following exception: INFO] jira-email-processor-test-utils-plugin ............. SKIPPED [INFO] jira-email-proc...
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Hi, I am trying to setup JSD and just discovered that if I use the raise a request feature to create a ticket, it is not automatically assigned to me. Is this the default behaviour? ...
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Dear Experts, We are setting up integration between JSD and Opsgenie. We can sync/publish other issues types like (incidents, problem, change) to Opsgenie but Service request is not synced to Opsgen...
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The following security advisory was received informing us of a bypass that can allow attackers the ability to view all issues through any project within a Jira instance: https://confluence.atlassian...
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It is great to have the functionality of having customers be able to view the list of issues that they have submitted, but what if the customer calls in and therefore needs an internal user to create...
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I think i can capture this with an example: When a client requests an issue , fills the form with information that its relevant to certain approvers and sends it. what determines who is going to ap...
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Hello, One of our customers pointed out that they are no longer seeing Account ID's on requests. When you open a request in the customer portal it is missing any custom fields that they had filled ...
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Is there a way to have a field's name display on agent view what it was renamed for use in the form? For example, say we rename Summary to Subject in the form. Subject is displayed when fillin...
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I am currently working on a cloud dev instance of Jira service desk. Is it possible to export and import into the prod instance with out publishing workflows to the market place? Current issue is ju...
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I have certain individuals set to administrator, the exact permissions as myself, however, they cannot Assign a job, be assigned or even transition an issue. I even added them as a single user ...
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Hi, I'm using Jira service desk cloud and when a customer file a ticket throuh the portal, an emaul notification goes to all the customers in the same organization. How can I desable that w...
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If I give someone the service desk agent project role will they have access to jira service desk, meaning product access and they use up a license or will they have access only to the customer portal...
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Hello we're setting up our service desk instance and migrating from a different service. As part of our functionality, we need to be able to create requests/tickets by emailing the customer first as ...
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Hi, I was just wondering how people are reporting on First Contact Resolution using JIRA service desk. I've come up with a couple of methods but I just wanted to see if there are better ideas...
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I have two customers, both in the same group. The group does not have product access but has access to the customer portal. One customer says he sees two issues open, the other says he sees one issue...
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Internal JIRA users, administrators, site admins, jira-servicedesk-users, jira administrators If I delete internal jira users administrators, and jira administrators would something go wrong...
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I have external groups with a list of customers within it. But I can also make an organization which also has a list of customers within it. I want to make a subscription for a filter to an organizat...
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Hi I created a new classic "External service desk" project. I created a new one with "Share settings with an existing project" option by selecting the first one. Results: - i lost the righ...
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