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Jira Service Management
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Hi, I have being using a JQL query for a long time, and suddenly stop working. I was in a middle of an internal migration (migrating servers in my organization), so I didn't use the query/scri...
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JQL Query for filtering any requests based on: 1. created on a weekday after 6:30 AM before Weekend 6:30 PM. ( Monday 6:30 AM to Friday 18:30 PM) . The goal will be set 30 Min First Response time 2...
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Hello everybody, i need the data sources for the information in jira database. The Article usage report shows how many times customers viewed knowledge base articles and how many said that an articl...
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Hi There!! Our customers usually to open issues by mail, with summary and a description and attaching screenshots if necessary. However, sometimes they add our support mail on their internal messag...
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Hi, We are migrating from Teamsupport to JIRA service desk and would like to know if anyone has a mapping sheet to map columns from teamsupport into JIRA SD. Also, would be interested to kn...
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I have an issue with KB articles not populating in customer portal. However, when i access the portal using project specific URL it works fine. Project specific customer portal URL: https://<base...
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Hello community, I would like to know if you heard of an app/way to display a calendar to your customers through their portal. I am explaining myself a bit more: When a customer is raising a reque...
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Hello. Please assist to set up SLA for resolution and time to first response in the following case: There are 2 different conditions from the client site: Time to response/resolution in peak...
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we are getting socket time exception while we configuring server could you please help us with better solution
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Bonjour, Merci de me donner les étapes à suivre pour pouvoir configurer les champs à afficher dans le portail client en tant qu'informations en lecture seule Exemple voir pièce jointe ...
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Hi, I'm still trying out Service Desk Cloud. When a customer reply to an email thread that belongs to a ticket, it doesn't add a comment to that same ticket, it instead creates a new ticket. If i tu...
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How do I escalate a ticket between users or user groups? I have a 60-minute response goal, and I needed calls automatically escalated to the users / groups of another team if 50% of the 60 minutes el...
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Hi, Is there any way to quickly add a user to multiple organizations? Thanks,
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Hi community, I have a question to the info field in comments where is shown, when a comment was written. Right now there is the info "commented yesterday" or "commented 4 days ago", and so on...
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I’m using the ‘Get users in organization’ method in the servicedesk API as documented here. (although the same goes for any other method that should, according to the docs, return e-mail addresses) ...
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Not sure if this is by design or not but we are experiencing the following within Jira Service Desk. Jira Service Desk will not show user accounts that are members of the project role “Service Desk ...
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I just realized that the Jira Service Desk Server Customer Portal is not mobile browser responsiveness unlike the Cloud one. We would like to embed the Customer Portal web view on a mobile app. ...
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We've created a custom resolution called 'Mute Resolve' the aim of this is to close tickets without sending any notifications to anyone, and can transition from any status. This is along side our nor...
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Hey there, I have a little issue. I have configured a SLA which closes an issue automatically when a customer is not answering in a defined time (40 hours). This SLA is only active, when the...
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If a comment is added to a Service Desk ticket by the reporter sending us an email, and then an agent replies to that comment, the reply is marked as internal and the reply is not sent by email to th...
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Hi team, Currently I have setup some project automation within my JIRA service desk project, some of the automation includes auto assignment for tasks created, notifying user about breached SL...
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Dear Jira team, We are adding “security level” field in our Jira projects (we use the server version), and for some confidential projects we have the following requirements: .For some projects, w...
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HI guys - we are trying to use automation to transition cases back to customers if we make public replies, but the logs from Automation show the Service Desk Agent is a customer, and failing on that ...
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Hello Community 👋, I'm a product manager on JSD. If you're responsible for onboarding employees, I'd like to speak to you to learn about the range of tasks that are involved in setting up ...
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Can somebody tell me how to make this Asset Filed available in Service Desk as an drop down list? Meanwhile i was able to manage the link between insight and the service desk.
420 views 0 0 Deleted user July 7, 2019
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