Jira Service Management

Jira 6.1 using service desk. Issues are created via a mail handler. Something has created hundreds of thousands of issues. The emails are from an automated monitoring system and at one point on M...

• jira-service-desk
• mail-handler
• queue

1. Created a custom field (field type=single select) called ‘Application’. Set the value to 'None' a. b. 2. Through Service Desk, Customer Portal it displays the firs...

• jira-service-desk

Hi, I would like to order issues by "remaining time" defined by SLA. The problem is for breached issues. Example : ID | remaining time ticket #2 | 0:40 ticket #1 | 1:35 ticket #3 | -0:30 Wh...

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

I am using onDemand, and I would like to change SMTP server port. My server is using port 125. It looks that option "Configure new SMTP mail server" is missing in case of onDemand. I am logged in a...

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

Hello, When we import a project into ServiceDesk, is there any option to exclude certain issue-types of that project to not have SLAs? Thanks.

• jira-service-desk

what happens/how is sla calculated for issues when the goal in each cla depends on the other sla? for example I have 2 slas: time to resolution. this has only 1 goal defined as follows: prior...

• jira-service-desk

My company is experimenting with Jira Service Desk for a pilot early next year. One of the questions we have is what happens when a service agent marks a ticket as 'Resolved" and wants to allow the ...

• jira-service-desk

I want to add more options to Jira SD customer portal when they go to "My requests" Right now it only shows "You can Add a comment" using Jira SD 1.1.1 Thanks Vico

• jira-service-desk

Is it possible to have a central listing of all the available Service Desks on a single page or menu? Here is the use case, for example a user arives on the landing page where he/she see all the av...

• jira-service-desk

Hey, I want to know if it is possible to track SLA goal in a more detailed unit like minutes. For example, I cannot define a SLA Goal for first response, that has the goal of half an hour. "0.5", "...

• jira-service-desk

Hi Guys, Is it possible to set the SLA to be next business day and not have to set a specifc number of hours? Thanks!

• jira-service-desk

Hello, I'm test driving Jira Service Desk. The tool is amazing so far. I've got one specification from my management i'm not sure it can handle though, I need to be able to have requests repp...

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

We are tracking customer issues in customer specific projects (got a lot of projects) and we are evaluating if we can use service desk. Given that setting up a new service desk takes a number of cl...

• jira-service-desk

Hi, We're running an evaluation of Service Desk and we are testing it with a few scenarios. The main problem is that we have multiple users of a Service Desk project that all need to see each other...

• jira-service-desk

When you define a sla you can add multiple goals with diferent time values. if an issue is found in multiple goals what value will be taken into account?

• jira-service-desk

Hi, I am wanting the Jira Service Desk Dashboard to refresh every minute and also display Items at risk as well as pending tickets. Is there a way of setting this? Regards Brandon

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

Hi, I have noticed that users are able to resolve cases not created by them. I have set the permissions so that only developers can resolve cases. Am I missing something? Is there a way of removing...

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

When using JIRA Service Desk, customers are able to browse the normal JIRA interface in addition to the customer portal. This is not a problem, however we are not interested in displaying the SLA c...

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

I need to buy a licence for 1000 users if I have 1000 customers/contacts ?

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

in the start stop condition list you can add more conditions. what is the operator between them? OR or AND? now it is not clear

• jira-service-desk

I am using JIRAServicedesk on-demand version of Japanese . Creation of the issue from the customer portal screen that used to advance from being updated JIRA service desk ( 1.1.2 ) is now impos...

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

I have been using on-demand of Confluence and JIRA-service desk in Japanese. We are trying now, and trying to use multiple customers in the service desk. All users is displayed open the user...

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

Will Jira Service Desk have telephony integration capabilities with VOIP telephone sets? I would like a phone call to prepopulate data in a Service Desk issue.

• jira-service-desk

Hi, Is there a simple way to add an option to attach a document when submitting a service desk request? Thanks Claire

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

I keep receiving this error: "JIRA Error!Not able to create issue via this Service Desk, please contact the system administrator." I also checked out all neccessary projecct, issue type permiss...

• jira-service-desk