Jira Service Management

Good morning,  I'm a new user and I’m evaluating JIRA ServiceDesk without any previous experience on JIRA, I’ve spent some time in the past month reading JIRA manuals and watching training...

• jira-service-desk
• project

A a service desk agent, whenever I raise a ticket on behalf of my customer, I expected it to appear under new report created "Agent on behalf of customer". But this is not so as it reports it under ...

• jira-service-desk

I am trying to get CustomerRequestType name of an issue (that is introduced by Jira Service Desk) When I get the custom field value of request type like any other custom field, I get a string like "...

• jira-service-desk
• jira-service-desk-development

Based on my understanding of the Starter license for Service desktop, I can add up to 3 agents. However, if I try to add more than one agent, the service desktop keep asking me to upgrade my license...

• jira-service-desk

Hi,  We have recently rolled out JIRA SD to all our customers. Our customers are complaining they can't sort all their issues, filter by columns, add new columns to the "My Requests" or Äll Re...

• jira-service-desk

We're running JSD 3.8.1 Server Edition and would like to know if there's a way to disable/hide the Create button along the top horizontal toolbar within the Agent Portal.  We would like to hide...

• jira-service-desk
• server

We have customers that sometimes modify the ticket subject upon reply, or have mail servers that modify the subject when it reaches them. This triggers their replies to us to generate new tickets. Is...

• jira-service-desk
• duplicate
• email

I want to remove the "Comment Internally" from Service Desk. I would like to set up regular commenting within JSD as I would in any other non-SD project. I'm not sending my users to the Customer Port...

• jira-service-desk

Hi, When it will be possible to translate issue types and fields on a customer portal -  jira service desk SERVER? For CLOUD there is a feature called "Language support" where this is partiall...

• customer-portal
• jira-service-desk
• server
• translate

I'm looking for a mechanism that would allow for easy scheduling of in person appointments from a service desk project. The generic use case is: a customer emails us to get help with their office de...

• jira-service-desk

Dear Expert,  We want to integrate one of our service providers in the support process. Unfortunately they do not have any support tool. So we want to use JIRA Service Desk for that purpose. We...

• jira-service-desk

Hello, standard customer notification in Jira SD 3.X is sending multiple notifications in one email, e.g. status change, comment, another comment. Is it possible to disable this feature, so in my ex...

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I've followed the instructions outlined in the documentation for creating e-mail channels, making sure that the permissions were set so that customers were created from users who raised issues via em...

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Each time I go to my project setting- request type, an error with link pop up at the upper right corner says 'This service desk project has configuration problems and may not work as expected.', but ...

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We use JIRA Help Desk in our company as a support tool for our employees. By now we regularly conduct survey on customer satisfaction manually (as customers are seen in our offices). We would like ...

• jira-service-desk
• survey

How can I sort the issues in customer portal issues. Client has complained that they are not able to see the issue list in their view sorted. I as admin of the JIRA tried to configure that but could ...

• atlassian-support
• jira-service-desk

I've started to add organizations to my service desk project.  And I got the approach how to do that (Add Customer on Organization view). However that's very inefficient to add customers' email...

• jira-service-desk

Why does portal tickets disappear when moving from service desk to a software backlog. We customer created tickets in the portal are generated they appear as designed but when the issue to moved to D...

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Hi. I've got two SD projects, one for the Help Desk and the other for more Application Focused.  We're ready to go live with the end-user portal for the Help Desk, but not the App focused one.&...

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Hi! We have this problem: when adding screenshots to the application (different), the user sees only one image in all screenshots. For its part, when processing the application, all screenshots are...

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We are interested in setting up multiple approvals in one workflow for a service desk project. We have about 5 statuses that need approvals configured. For each status, the approvers differ. The appr...

• approver
• jira-service-desk
• workflow

My company uses Jira Service Desk on Atlasssian Cloud as a helpdesk.  The service desk projects and system is setup so that everyone in the organization can created tickets and submit requests, ...

• jira-service-desk
• permission

Hi I'm trying to find a template on Jira which is mentioned in this link https://confluence.atlassian.com/servicedeskcloud/change-management-817562147.html however I can't seem to find it please can ...

• jira-service-desk

Hey everyone, I want to change the default filter of the portal approver view to display the issues from “Waiting for my approval”. Currently opening this view the filter is set to “approval histor...

• jira-service-desk

Hello, I am getting the following error when I try to set a Google-hosted email address as the address to receive email requests on my Jira service desk: Unfortunately JIRA couldn't connect to the ...

• jira-service-desk