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Jira Service Management
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...n my Service Desk Project with the Service Desk Team role) reply to a notification email from Jira about a ticket, their responses create public comments. Is it possible for agents to reply to a n...
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Dear Atlassian, We offer managed cloud services and HelpDesk on a behalf of our customers. We have a secretary that receives calls from customers all day long, she opens the tickets, assignin...
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Hi, we have created a New issue type "Content Change" and has the workflow and screen configured. We are trying to add a Request Type in Service Desk portal and select the issuetype as "Content Chan...
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I am looking at having a summary in the ticket reply so that if anyone who is new to the ticket. On the customer side, I would like to have all public comments sent over. On the internal s...
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We would like to disable the ability to create tickets via email and just use the portal for ticket creation. My question is, if someone sends an email to the helpdesk that doesn't have a ticke...
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I would like to add a feature that allows voting on customer portal when the client chose to submit an Improvement/Change Request, from within the helpdesk center. The Improvement/Change Reque...
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We had a misconfiguration and many of our emailed requests received a status of "FAILURE Configured request type has too many visible required fields." The configuration issue is fixed now, a...
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I was wondering if there is any possible solution to order my service desk queue by time to first response and time to resolution. Example: SLA 1: time to first response 1h - time to resolution 5h ...
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I have followed some online documentation and set up a built in automation that supposed updates comments made in Jira Software by engineers back to the service desk comment for the agents. It’s ena...
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I am trying to perform some automations with regards to approvals on the Jira Service Desk. I have been trying to trigger automation using the Approval required with no avail. All other triggers in t...
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Hi, I would like to use users, who is stored in Insight's Object (ex. name "Approvers") as user picker field in approvals process in Jira ServiceDesk. Is it possible? By default, to choose a...
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By Default we are getting This message " Just confirming that we got your request. We're on it." I want to change the content. Thanks In advance
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Hi all, we have a small number of clients (approximately 10 of them), and we have a different Jira portal and project for each one. We want to put a different Description template for each pro...
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We use a scriptrunner post function to sends email regarding approvers of an issue. I need to grab the persons name from the approvers custom field. We are getting the approvers list using the f...
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We have setup a Jira Service Desk 3.9.4 project and customers can e-mail in or create issues via the servicedesk portal. I have another set of users that need readonly access to the issues.&nbs...
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I'm attempting to add an 'escalated' flag or label value in Jira Software (JS) issues when they are created and linked (or already exist and are linked) to a Jira Service Desk (JSD) issue. When usin...
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How are our agents supposed to contact the reporter via phone if we don't have their phone number? We are on Cloud and really don't want to have a issue field for phone that users need to popul...
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Hello everyone, I have installed the plugin Translation for Jira Service desk in Jira and Scroll translation in Confluence. The setup language is Default English (United States) and French (France) ...
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I have a couple required fields on one request. They are appearing on the portal menu of another request. They are not on the second request, They are not on the customer view on the second request ...
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So for the "Create Issue" screen internal to the Jira Service Desk (not the client facing one) I am having an issue where I cannot get the "Request Type" field to appear there even though it is confi...
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Is it possible to force a Request Type to appear at the bottom of the portal when the a user searches the KB instead of/along with "This is not what I need" link?
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I want the widget to skip the first step of "Asking a question" as our implementation will be quite basic and will only require a link to a Table of contents and the option of submitting a tech suppo...
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Is anyone else experiencing difficulty with deleting request types from a project (Jira cloud)? When I select to delete a request type, it churns away on the 'delete' screen. I have let it hang there...
1,047 views 5 0 Deleted user December 13, 2018 -
My clients open tickets under the wrong "request type" all the time. How do i change the request type myself. Currently only 2 are in my screen with all else grayed out.
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In Automation under Project settings, we have a rule created for auto closing issues after specific SLA. However this is not working for one type of issue. Other types of issues are getting auto clo...
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| September 10, 2025 3:07 PM PDT |