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Community resources
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Jira Service Management
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How can we set up the service desk so that our customers can see all issues raised by that customer regardless of the staff member who actually raised the issue? Currently they can only see issues ra...
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Need help to start with JIRA in regular incident management Process
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Hello Guys, I have been waiting for the release of new fresh look of UI for JIRA SERVICE DESK, compare to other popular portals JSD is lacking behind the UI. Does anyone have any idea when A...
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Hi all, I would like to know is it possible to have such calculations in the reports of the SLAs in Jira SD for example - 80% of the Service Requests must be resolved within 90 minutes. ...
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Hi, I have made a transition from Closed to Archived. On this transition the description field will be purged. I would also like to remove all comments, but I am not able to figure out how to do so....
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Just wondering if it's possible to email our customers to alert them of maintenance windows from our service desk. Figured since all of their email addresses have been added to our account, this...
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Unexpected error during startup, Error log says jira has been locked. Kindly assist to resolve this startup issue..
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Hi Guys, I'm sure many of you pro's have been asked this question before; Back drop story: Current project has your usual issue types: Story, Bug, Epic, Task etc Recently I...
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Hi .. Is it possible to install Test management plugin for Jira Service Desk and use it like in Jira
We have purchased a license for Jira Service Desk , also we would like to have a test management tool along with this. My doubt is if it is possible to install Test Management plugin for Jira S...
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I am creating a custom workflow which needs the customer who submitted the ticket to approve the quote before it goes to a manager for approval. I cannot seem to work out how to do this, any help wou...
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We have a newly implemented servicedesk (Cloud) for our customers. We notice that if you keep typing, rather than wrapping around into the next line, it just overwrites into the menu space - see scre...
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Hi, Sorry if I have missed this in the documentation or older tickets: Can I lock a request to a specific customer/end-user, so only they can see, and use the request from the portal? We have a HR...
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Hi, I've recently had the need to create a scrum board that span multiple projects, so created the board using a query. Which I finally managed to get done :) The first issue that I h...
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Need help in customizing mail in automation rule. Is there any document to get help for email customization send in automation rule
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Hi there, My carefuless colleague did the same mistakes when add several customers into a project that every customers were assigned to be administrators. This is due to "Administrators" will be sel...
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Hi guys, I've been setting up our customer notifications for JIRA Service Desk and I'd like to be able to use a message variable that only displays the First Name of the recipient and not the Full N...
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I have a JSD portal, which has different requests. How can I do so that some of them are limited so that they are visible / available to a certain type of people within the organization? Thank you.
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Hello there! It would be great if the docs covered not only the technical details but also some examples. If I understood correctly, I must declare that my app is JWT aware on its applicati...
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In Jira service desk i need to have more fields in customers, for example telephone number. Is it possible?
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I want to assign a particular user only admin rights for JIRA Service Desk. If I grant them "administrator" group they become administrator for JIRA also. Where as I want them to be just administra...
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After a service desk ticket is closed, an email notification is sent to the requester. The email contains the resolved state, and other pertinent details. However, is there a wa...
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I'd like to turn on email automation for ticket creation but limit it to my technicians. If they get an email that needs a ticket created, they can then forward the email to an address that will auto...
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We have many issues that get created from system emails...safety@example.com, safety-no-reply@example.com. Is there anyway to prevent notification emails sent back to these accounts? In addition, if ...
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When a support issue is sent to Jira Service Desk that has multiple images copied and pasted into the body of the email then the Summary Description in Jira Service Desk only displays one of the imag...
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Concerning the canned responses feature, is it possible to limit the creation and modification of the shared canned responses to users with specific rights in order to controle the bank?
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