Jira Service Management

We have an external customer that wants to create issues in their system and export them as an XML and upon import into JIRA, create a new issue.  Has anyone else successfully done this?

• jira-service-desk
• xml

I'm in the process of making a new Service Desk project for one of our teams.  During this process, we're trying to figure out which fields we want people to have to fill out, and we were wonder...

• jira-service-desk

Hi, I am currently involved with setting up a JIRA Service Desk server instance. We are currently looking at how to identify VIP users within our internal organisation. Is there a recognised best pr...

• jira-service-desk
• user-management

Hi, We are in the process of purchasing Jira Service Desk. I have recently installed Jira service Desk (v3.8.2) on a test server using a production backup of our current Jira Software instance. Aft...

• jira-service-desk

Hi, if I want to share an issue/ticket with an existing user, the search function does not deliver any users. by username instead it delivers it by entering the email-address. Is ther...

• jira-service-desk
• jira-software
• issue
• share

Is there any other options for configuring the "My Requests" customer facing page? Specifically I'm looking for better options in filtering and searching for issues within a large list of requests.&n...

• jira-service-desk

Can someone translate what this means? I am using Service Desk Cloud.  When I try to set up an automation rule to change the request type from an Incident to a request type I created called Repo...

• jira-service-desk

I have an automation rule set up so that when I receive an email from a specific address it assigns the issue to a specific customer.  Not all the issues are being tagged, where the customer fie...

• jira-service-desk

Hi Team,  We have a JIRA issue due to which I cannot tag an added user on stories nor I can assign issues to her to get business approval.  Please help us to resolve this.  

• jira-service-desk

When closing an issue as solved and adding a comment with the solution notifies the customer via email. So far, so good. But I can't edit the notification message to add the solution (comment, which ...

• jira-service-desk

Hello, I created couple additional SLA to track the time in each status, these SLAs are not getting calculated and not showing up in the issue. My workflow is as below Start -> Inprogress ->...

• jira-service-desk

Replies from customers are not being added to service desk issues.  We have a mail handler that adds comments to all other jira issues, but not replies from service desk customers.  I have ...

• jira-service-desk

When a customer creates a ticket, they would like to see who the assignee is. 

• jira-service-desk

One of my newly added project seems to inherit the entire customer list and i can't seem to find a way to remove (de-associate) them.

• jira-service-desk

Incident workflow - penultimate status = Completed Change workflow - penultimate status = Resolved   Isn't this the wrong way round? You resolve an incident and ...

• jira-service-desk

I was trying out Jira Service Desk 3.11.0 and I cannot see the canned responses. Is it a bug of this version? Is it happening to someone else?

• jira-service-desk

Trying to get a simple OAuth token to authenticate a python script running on a private server. I just need a static token I can put in my script. Everything I've found so far says I need to create a...

• jira-service-desk

As of yesterday at noon est, all outgoing customer notifications stopped sending. This coincided with an update made to our Service Desk license, which I'm inclined to think is just a coincidence.&nb...

• jira-service-desk

I'm receiving the error "This service desk project has configuration problems and may not work as expected.  View error details and repair the problem" when going into a project, or its setting...

• configuration
• jira-service-desk

Where can I find the css to be able to widen the width of the workflow dropdown menu? We have a few transition names that are a bit long and they are cut off in the menu. I need to be able to widen t...

• jira-service-desk

We have associate the licence of jira whit wrong server id, we have install that on another server and we have a problem whit application link for that. So it's possible to reset the server id assoc...

• jira-service-desk

I would like to send an automated message when   I   update an Incident priority to High or Critical. Is this possible?

• jira-service-desk

Hi, When I try to configure on workflows an first answer time, for SLA, I receive this error: "Creation of object(s) will cause limit max_sla_goals_per_sd(30) to be breached. Please contact support...

• jira-service-desk

When Support Desk Users create a support ticket, Customers are unable to view these tickets regardless of who we set as being the reporter or participant on the ticket, or even if we send them the di...

• jira-service-desk

After editing several Service Desk projects to Software projects the Queue page is slow to render displaying a spinner. I can not see anything in the logs or the browser console. We are running JSD ...

• jira-service-desk