Jira Service Management

I would like to see how to setup Jira to use the information from the original email when forwarding the issue. Can we have the Jira system pull in the original senders email and not use the email fr...

• jira-service-desk

Community, I want to start a discussion to gather input based on a request type standard for On-Boarding. In other words, how does your IT Team take in on-boarding requests, interact with HR (or the...

• jira-service-desk
• cloud
• jira
• jira-cloud
• jira-service-desk-cloud

I have type, referenece key summary, service desk, status and reporter columns. I'd like to add the site to this as well. How do I do this? I see I can edit the request types, but not what is di...

• jira-service-desk

Hi, I develop a plugin and I try to get the latest connexion of a user. I didn't find anything in java.  Somebody have an idea, Best

• app
• jira-service-desk
• jira-service-desk-server
• server

Hi Team, Kindly guide me how can I configure/get or download all the ticket data in CSV which includes information like SLA,ticket creation,updation/modification & all the necessary ticket detai...

• evaluator-resources
• jira-service-desk

I can not enter Stride "Hmm, you don't seem to be on any Stride teams"/ What do I need to do start work?

• jira-service-desk
• stride

In my knowledge, 'Search' feature in my request screen is only available  to search for 'Reference field(ticket number)' and 'Summary' field.   1. Is it right? 2. What is search rule? It...

• jira-service-desk
• jira-service-desk-server
• server

I am using JIRA Service Desk REST API but I couldn't find an api for issue list in a particular project

• rest-api
• api
• evaluator-resources
• jira-service-desk

Hi,  I want to know how can we calculate the MTTR or which is the JQL query which gives us the First time response/ First time resolution data of a Month ticket metrics in JIRA.   Than...

• jira-service-desk
• jql
• sla

Hi  I want to receive a notification whenever a customer create a request an configure it to send a notification to related agent, like send a fast message through a chatting tool. And in our o...

• jira-service-desk

JIRA version 7.10.2 Service Desk version 3.13.2  We have made a number of attempts at installing JIRA Service Desk - all of which have failed. When we attempt to go to the customer portal, onl...

• jira-service-desk
• jira-service-desk-server
• server

Dear Admin, I have problem with my Jira Servicedesk. I have a bad kpi for resolution time because of the jira Bugs. Please see pic below. for example ISD-346. it shows time to resolution is -4mo and...

• jira-service-desk
• resolution
• sla

We have created Customer to access out Jira servicedesk Customer page .  When they try to log in for the first time they get the message "Token is either expired or not valid" . ...

• jira-service-desk

We setting up a new instance of Jira Service Desk. We have set up email address to open new tickets, but we also want to enable users to send a message to a Slack account or to an @ Jira in Slack to ...

• cloud
• jira-service-desk
• jira-service-desk-cloud
• slack

I have been having a play with the "classic default workflow" and I want to make a change to it. When our support team reply to a ticket, we simply want to be able to set the status to either "wai...

• automation
• cloud
• jira-service-desk
• jira-service-desk-cloud
• workflow

We originally starting using service desk internally for our team to submit their hardware requests and issues.  We added confluence after the fact and now, every time we migrate a customer only...

• confluence
• jira-administration
• jira-service-desk

I'm working on a new project and have it mostly configured. I have a single request group and a new issue type, workflow etc. On the Request types screen I'm getting "This service desk project has co...

• jira-cloud
• jira-service-desk

We recently upgraded our Jira from a version 6 with service desk 2 to the latest (jira 7.11 and service desk 3.14)  During that upgrade the service desk module was left disabled as we didn't us...

• jira-service-desk
• jira-service-desk-server
• server

I'm trying to emulate standard ticket system functionality within service desk, but I can't figure out how it handles the assignment of a "ticket" to a group.  I didn't see that step in the...

• assign
• jira-administration
• jira-service-desk
• team

Hi, Some people have a problem on my service desk. The avatar doesn't show on portal or jira.

• developer
• jira-service-desk
• jira-service-desk-server
• server

Hi, I have a custom field on our Resolve Issue screen. The field is called Component categorization (similar to Product categorization). The problem i encounter when making that field required is...

• jira-service-desk
• jira-service-desk-server
• server

Hi, Does it exist a way to export the customers of only one project ?  I don't find it on the GUI. Maybe with request on the database or with the creation of a plugin. Somebody have an idea ?...

• jira-service-desk
• jira-service-desk-server
• server

Hi Everyone,  can anyone recommend a simple app that allows us to keep a note for the team in order to be able to use it to support customers?

• jira-service-desk
• jira-service-desk-server
• server

Hello there,   I have initialize a production environement by import a xml backup file.     There is something i didn"t planed on is now on my production when i create a new issue...

• jira-service-desk

Hi all!  I'm trying to set up a custom automation rule based on this kb article "Automating your service desk"  What I'm trying to do:  In the help desk JSD project, if there is a c...

• automation
• jira-service-desk