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Jira Service Management
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I want to track the time how quickly we are responding to the customer . The scenario is: In comment section we have two types of comments one is add a internal note and second one is reply t...
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We are in the process of standardizing our Jira environment. Could you provide guidance on how to generate reports that detail the number of workflows, issue types, and other related ...
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Hi, I need help creating an automation. The goal is to notify customers about items with a "Waiting for Customer" status every 7 days for 3 intervals. Additionally, I would like the ticket to be aut...
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Hi everyone, Please help me this case: I followed the instruction as this link Display the actual time or elapsed time of SLA's using Automation to create the elapsed time for fir...
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Ive created a Approvers group which is to be made up of licenced and non-licenced customers. Im trying to add a non-licenced customer to the group and they are not coming up in the drop down of...
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Hello I'm looking for a little guidance. This is the requirement for the JQL - Get all Initiatives with Fix Version Q1 and Show all of the Epics that contain "Open Question" in the summary, and show...
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Hi everyone, I hope you're all doing well. I'm having an issue with the fields that appear in an issue on the customer portal. I have this configuration in my Jira Service Management (photo 1), and p...
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Hello! I am working on setting up a knowledge base that our users can access through the JIRA Service Management widget. Based on our widget settings, the user must have an Atlassian a...
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Hello I created a new Project to test a new Portal for the Service Desk, I created all the Service Requests and all the Portal Groups but now I need to move this layout to an existing project, how do...
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The Create incident feature on an alert isn't working. I click on the create incident button but not seeing anything happen after clicking on the button. Even tried escalating the alert to P1 from P3...
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I had the thought of whenever a JSM rule fails, an issue could be created in a different project so that I can go investigate the failure. Is there no trigger for "rule failed"? I have ...
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I wanted to ask if when I respond to the client on a task is it possible to do it anonymously so they don't know which agent is working on it.
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We have several Teams using the Team field (with Plan View, previously known as Advanced Roadmaps). We use this field to filter/create our sprint boards. For example: Sprint Board Apples filter is T...
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I wanted to know the best way to display an object price in euros in an object. Could you tell me what the best attribute type could be and how to format it in CSV please ? As of now, I have not been...
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Hello guys, who is familiar with Atlassian Teams concept? I wanna raise a topic to discuss here. My understanding is as follows. Please correct me if any misunderstanding. Thanks in advance. ...
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Users are selecting the due date on the same day when raising the request. In Real-time, it is not possible to complete the request on same day. So system must restrict the user to ...
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Hello, I need advice. I am preparing a report based on the filters that Jira SM offers. I have set 3 SLA goals for request types - Time to first response, Time to resolution and Time to neutralizati...
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We have the Sync process set up and labels are configured. We have 2 automations in place. automation that uses keywords to help us select the correct queue using labels automation for offb...
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Hi, what's the meaning of Open Requests and Closed Requests in the Status fillter of the requests view (see attached file)? I have some "Completed" requests displayed even though the "Open Requests...
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Hi friends. Just wanted to share this in case anyone else runs into this issue. We received some feedback from our customers regarding the color of hyperlinks and how they're not distinguishable from...
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I would like to give the opportunity to the customer to close the ticket, after a solution is given to his problem, instead of the assignee of the ticket closing the ticket.
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Hello community, I really need a help on this issue. I'm trying to create automation which removes affected services selected values, if there's is more than one selected, and leaves first who was ...
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When going to mysite.atlassian.net/jira/servicedesk/projects/NITS/settings/itsm-features as the site admin and trying to enable the "Customer service" feature "Customer and organization profiles", a ...
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Hello, I want to change the status of my approval issue type but i see there is no available button to change the status Also if you see the workflow, it is properly setup ...
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Hi. I am using the service management system. Can I add articles without having subscription to Confluence?
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