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Jira Service Management
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Hello, We have configured JIRA service desk for email requests on our help desk email account. Our query is, when a new ticket is created on email request, we need to change the subject of the tick...
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I'm still confused on how JIRA Core, JIRA Software, and JIRA Service Desk all interact. My interest is in following any and all changes to JIRA Service Desk or supporting components. Having said th...
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We are a consulting firm and provide access to our JIRA instance to multiple clients. we currently have 1 client in which we have integration with their zendesk. We now have another custo...
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Hello, When a request enters the "Resolved" or "Closed" status I want to be able reopen it. The transition shows in the customer portal, however when I click on it, I get prompted for a c...
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Dear all, one of our customers wants to see all issues of their organization but don't want some special person to see all issues. For example: Person A wrote an issue. Person B wrote also an issu...
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Hi, Out of the blue emails have decided to stop sending when adding comments to tickets. I still receive emails for new tickets being created and doing the email test works fine but when I comment o...
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When responding to a customer, the issue changes to "On Hold" status. The issue then subsequently unassigns the agent that is assigned to the issue. I'm not sure as to why this happening, and ...
1,278 views 5 0 Deleted user March 6, 2018 -
Hi everyone. We have recently started using JIRA Service desk. We realised that when we resolve a request it seems to stay resolved even if the customer replies with ano...
13,305 views 11 3 Deleted user March 6, 2018 -
Our approvals: Person A --> Person B --> Person C. Each approval is a separate step. Rarely, Person A and Person C are the same person. So, Person A has to approve the request, ano...
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If an issue is moved to another project, the reporter does not get notified that the issue has been moved to a new project. When issue is moved from 1 project to another it will assign a new issue nu...
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In Jira Automation, when I select a ScriptRunner action, I don't have an editor. I get a blank area, with a few "1" on the right. If I click on the ones, I can type, but that really messe...
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Hi When creating a request to service desk via email request - is it possible to add some email address as cc (or as another recipient of the email), so that this person will: a. See the requ...
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I want to edit a description to remove some text when a certail label is added to an issue. Basically this: Issue Created in JSD Issue edited to have a certain label Issue Description edited auto...
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Hello Team, Could you please suggest me how to disable old customer portal. We have built new project and new portal for same team with additional features and fields , request types , etc. so we wa...
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We have Jira set up so that if anyone emails an email address then it creates the ticket. This works for most of our users and even for outside email addresses that dont have jira accounts. however s...
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Could I configure an user to view/alter a request with a specific PMO ? We have in the same project 2 different PMO: support and migration. We need to hide of the users the requests with P...
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I am receiving automated emails in Jira and creating automation rules to process - prioritize, close, etc. issues based on the email subject line and who sent it. Is it possible to identify the...
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Hi- My issue is the same as mentioned here. However i am on Jira cloud. Sometimes agent requires clarfications from customer; so we transition it to status 'Clarification Required'. Once customer g...
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Hi Team, I've created a new ticket and resolved the log today's. In JIRA there are two conditions set up to reopen the ticket. Condition as below, 1) Only users in any of...
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Hi, maybe it's a bug, but maybe I'm doing something wrong ;-) ... If I paste a picture via crtl+c and crtl+v in the Portal and klicking on "Add" ("Hinzufügen") it wil...
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When I was evaluating Jira service desk (server installation) I was able to create an initial project. Subsequently we upgraded the product to version 3.5.3 and purchased the 3 agent starter l...
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I am trying to create a knowledge base article on a test version of jira service desk and confluence. Through application links it functions normally, however when i go into the project settin...
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I am setting up JIRA Service Desk to replace our ageing Kayako support portal. Looking at the opportunities I have a key question comes into my mind: How many JSD projects do I need and what are the ...
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How to raise a request under request type "Hidden from Portal" as an admin?
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When issue is under "Waiting For Customer" I want trigger an auto alert on e mail to my customer requesting them to share an update on it else issue will be resolved after 24hrs or 48hrs. Ag...
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