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Jira Service Management
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We have our requests set up so that an agent taking ownership of a request can select the "assign to me" link. However, there are times when agents forget to assign the tickets to themselves, o...
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Hi, I need a field with a combo button but this option should be customized just for this request. For instance: Request 1: I need an invitation to an office Combo1: -Office 1 -Of...
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I am using Jira Service Desk, We do have SSO via Azure AD setup. For licensing purposes I would to limit users to being customers of my service desk. What is the best method to either A: Onb...
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I have set up 2 SLA's, that are contradicting at a certain point. I am trying to fix it, but doesn't work, hope someone can help me out. Our Goal: We want to track our first response to cu...
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Hi Community! I have created a project in service desk and have mapped those request in Technology and Data. But now when I am looking for Linked issues in report donwloaded in Googlespreadsheets I a...
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Hello, I stated a JSD project to get to know JIRA. Having learned enough to get going I decided to create a new JSD instance and recreate the good bits from my first one and therefore not have have ...
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Hi! One of our teams is handling data processing from other customers. They would like the customers, when creating issues on service desk, to attach one or more files containing the data and includ...
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hello, I have a custom field for line management approval, in this custom field i have certain people that must be chosen for certain type of tickets, in this field my customers can not find...
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Hello. I'm setting up a new service desk on my company. We have some other help desk software but I'm trying to "sell" the management to use JIRA Service Desk. The main use we need for the service...
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After upgrading JIRA the Status Changed from "In Process" to "expires in 90 days" We would like to leave the status as "In Process" ...
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Hi, I am following this KB : https://confluence.atlassian.com/jirakb/how-to-customize-customer-portal-url-in-jira-service-desk-server-847755218.html To create a new URL for Customer Portal i...
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Hi, I'm using the atlasssion-python-api library to interact with the Service Desk API. While I manage to collect queues, poll issues within queues: - get_my_customer_requests() doesn...
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I have checked the logs using the tools in Jira but there are no suggestions as to why this is happening. The customer account has to log out and login again to get Jira working again. If I ...
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Hey there! I am using the add-on "Automation for Jira" on Cloud. In my service desk, there are two custom number fields, in which our agents note their travel and "labour time" for this issu...
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How to auto-assign tickets in jira and how to bypass add participants in a ticket.
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Hello, I have some web pages giving some informations related to our product. I would like to allow the users to access them from JIRA service desk portal. How can I proceed? Thank you. Best ...
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As an analysis department, we need this feature. For example, we make some reviews about our analysis documents on confluence. During review sessions, we want to edit them and also simultaneously we ...
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Hi guys, i have a few request type been developed in my development jira service desk and i want to promote it to my production jira. my question are: 1. Is there any simple way to promote it withou...
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Can Jira Service Desk cater to the following? 1. Multi level approvals (E.g. Request > Approval of Immediate Head > Operations and etc) 2. Multi-team collaboration in a incident ticket? 3. I...
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I have a lot of customers added to my project but when I go to Project Settings->People, I can only see a handful. Why is that?
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Hello All, I have a request form that I am using with a user picker that does a lookup on our AD and displays the manager's name when a requestor types their name in, that works great. What I would ...
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Hello all, I need to set up a queue that will show only an issue type (e.g. Project) and its related sub-task that have been made. What I have tried hasn't worked, I cannot restrict the sub-task tha...
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This is the use-case: a user emails a member of the support staff directly. Support staff forwards the email to the Jira email address. We want to ticket to name the user (requestor), not...
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In an automation I am trying to add a custom payload in the THEN, but that option is missing. The first picture is what I see in my Service Desk This image with the "Send customer...
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We are using Okta to authenticate to Service Desk and assigning the user the app in Okta is setting up the User in Service Desk, but not completely. If the user goes to the Service Desk web portal th...
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