Jira Service Management

Hello!  I am curious if there is an addon for Jira Service Desk that tells you an agent's availability when you go to try and assign them an issue. Kinda like this: https://docs.servi...

• jira-service-desk

I'd like to setup some Automation Rules that only take effect for a specific request type.  Ultimately what I'm trying to do is send two separate emails to two separate groups when a specific re...

• automation
• jira-service-desk

Something has changed in our Jira system recently. We can´t add a customer as a watcher to an issue. It says " The user "XXX" does not have permission to view this issue. This user will not b...

• jira
• jira-service-desk

JIRA/Service Desk Cloud I have built a Service Desk with five custom Issue Types and five Request Types, each comprising of mainly custom fields, but each Request Type has different fields. Thi...

• jira-service-desk

I would like to write a script which calclautes the differnce between two date fields and display the result as number of days in a custom text field. Field 1 : start date Field 2 : end date Field...

• jira-service-desk

  Hi We are using JSD but i would like to trace how much time my engineer took to pickup the call (start acting) after assigning the call and separate time calculate to capture how much time t...

• jira-service-desk

I want to configure my 'Summarize the Problem' field to have the customers select main issues from a drop down list on this field, and according to the issue selected, provide a default urgency level...

• jira-service-desk

I'm trying to set up a workflow where the service request ticket is resolved immediately (for simple or "walk up" requests.. I've set up the workflow as below:  With the "Post Functions" to set...

• jira-cloud
• jira-service-desk

Hello, I have some questions and problems. 1) How can I configure my help desk system without port eg. Call 8080 or 7070 I have tried it but it does not work. 2) A technician has been trying for 7...

• jira-service-desk

Hi, is it possible to show some or all issues to certain groups / users?

• jira-service-desk

Here is a new workflow I'm building: For now I have a "Set Priority" status where the user manually sets the priority.  Eventually I plan to automate this based on Impact level. In either ...

• jira-service-desk
• workflow

Shown below is a workflow I have designed in consultation with my manager.  Having never created a workflow in JIRA before, I'm seeing some guidance.  Here are some specific questions: Is...

• jira-service-desk

Since Jira 7.6.0, our customers sometimes do not get a notification if a comment is added to the ticket. I have not found anything in the logs and we have not changed anything on the workflows.

• bug
• jira-service-desk
• notification

Can you add watchers by an automation rule to all new incidents?

• jira-service-desk

Hello everybody, I need your help to implement a time tracking function. Below the use case. We use a Jira service desk project (CLOUD version) to track and manage the change requests that an exter...

• calculated-field
• jira-service-desk

Did this article help? Yes/No is the question on every article from the KB that is shown in the service desk. What happens to the results? How do I get insight in what the viewers think of my article...

• confluence-cloud
• jira-service-desk

We have some larger external customers that wish to see regular reports of their service desk ticket statuses. So far the documentation I have seen for JIRA Service Desk reports is for crea...

• jira-service-desk
• report

My Service Support Members can send maisl to the support adresse, but servcie desk create no Ticket in Service Desk .

• jira-service-desk

We are busy designing a JIRA service desk which will be available for users in an active directory. Not all users in the active directory have got JIRA Software licenses.  When a ticket in the ...

• issue-link
• jira-service-desk
• jira-software
• notification
• permission

We've launched a new helpdesk using Jira Service Desk, and I've added a few new Resolution Codes on the Resolutions screen under Jira Admin - Issues,  but those new codes I've added do not appea...

• jira-service-desk
• resolution

Hi, I am using the customer service portal and add issues works fine for our customers. Working with them is harder since they can only have read access. I want them to edit the priority or change ...

• jira-service-desk

Hi   I updated Jira, incl Agile and Service Desk from 6.4 to 7.6. I first did the upgrade to 7.0 and then to 7.6 Now i can see the Service Desk under Apllications, but cannot create a Servic...

• jira-service-desk

Hello, we installed and configured Service Desk two years ago. Now i need to make some changes but can't find a place to configure it. It's V. 3.4.1 (Server) currently. The Documentation ...

• jira-service-desk

I am using  JIRA Software 7.3.7 and Service desk  3.5.1. Eventhough there are tickets with done resolution , the reports created vs resolved and gadget created vs resolved d...

• jira-service-desk

I am new with Jira service desk, i am trying to build a vaction manager system, but the genral workflow development dosent help much. I need some suggestion on how to develope a custom jira plugin or...

• jira-service-desk