Jira Service Management

I am creating an issue from JIRA service desk customer portal. As i am agent, i can create an issue from customer portal. While issue is created, Reporter is getting the mail but Assignee or Agent(Wh...

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• jira-service-desk

Hello, I would like to invite a customer to JIRA Service Desk but I got the following error message: "Could not invite some customers", "User not found ''." I should mention that I've sent an invit...

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

Hello, As of now in service desk, each customer can only see the requests raised by him. But is there any way that each customer can view all the requests present in the  portal. He is our req...

• jira-service-desk

How can I create a report that shows the number of requests submitted by issue type over time?  We expect certain issue types to be submitted more often than others and also some to be submitted...

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• jira-service-desk
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• report

I want all internal JIRA users in this specific JIRA group to be a Collaborator that can be assigned as "participant". Currently, I cannot assign internal JIRA users as participants even though thes...

• jira-service-desk

Does JIRA and confluence have to be linked via oAuth (right now they are linked via google)? Lastly, if the JIRA service desk customers have to have a confluence account, is there a seamles...

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

We have a number custom field that has a default value of 1. If ticket is created from JIRA, it will show the default value. But from Service Desk customer portal, the field is empty and it's empty e...

• jira-service-desk

I would like to know whether it is possible to create a custom field so that a JIRA Service Desk customer portal users can select an existing issue to link the issue they are creating to? Thanks, Ben

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We have JIRA and Confluence and would like to create a forum for our customers just like this very one that you have. Can someone point us to the plugin for this particular forum ?  Thanks.

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Collaborators currently can make only internal comments. I'd like to make it an option to a collaborator whether his/her comment is visible only internally or visible for customers too. Is there a ...

• jira-service-desk

Hi guys, I wonder how I can edit the actual content of a notification email? e.g. When a request has been resolved the reported receives a notification email to say that the request has been resolv...

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

We are trying to use JIRA Service Desk as a new Helpdesk tool for my company. We work in an industry where response times need to be in seconds. When our user base send in an email, we find it takes ...

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• email
• performance
• response

Hi guys, We have 4-5 enterprise clients that we would like to service through the Service Desk, however, each of them has their own unique fields to display in the customer portal so a separate port...

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

Hi, I need to make the menu "Service desk" not visible in the navigation bar for a specific group of users. Is it possible to do that? Could you provide me with a guidance to achieve that? I tr...

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

I have 2 questions about Jira Service Desk: We have a lot of existing customers with their emails in another system. We have a web page where new customers can register and provide their email...

• jira-service-desk

Hi, Can anyone help shed some light on the following scenario: My company just purchased JIRA service desk. We want to use it to allow our external cusomers to create tickets via EMAIL Channel. We ...

• jira-service-desk

Is visibility of the SLA field on tickets and in Issue Navigator in JIRA limited to Agents?  It seems that way.

• jira-service-desk

https://confluence.atlassian.com/x/MZBlJw walks through how to setup a customer in Service Desk. The apparently challenge that exists is that you can't define that Jim, Frank and Bob are in com...

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We have added additional fields to our Service Desk workflow.  How do I get an issue to auto-transition back to the customer when a "public" comment is added to the ticket by the Service Desk Ag...

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I know there is a limitation where users cannot see tickets that are moved from the service desk 'project' to an internal development project. We were thinking of creating a 'duplicate' issue in the...

• jira-service-desk

Hi, I have a custom field for Jira Service Desk which has a default value (not null). Is it possible that when a user opens the customer portal, the field does not pre-filled with it's default ...

• jira-service-desk

I am evaluating JIRA Service Desk and wondering if it will integrate with SugarCRM directly or it must go through a 3rd party software such as Zapier or Podbox. Thanks Nic

• jira-service-desk

We have outlook365. We have configured the email channel, but the following error is written to the logs:   2015-05-27 10:46:10,855 ERROR [] atlassian-scheduler-quartz1.clustered_Worker-1 Serv...

• jira-service-desk

Hello, We have faced a couple of problems in JIRA Service Desk when working with the customer portal: The colors of the statuses are not the correct ones. For example, the Closed status is shown a...

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