Jira Service Management

JIRA (OnDemand) Service Desk 2.0 has setting to allow customers to contact service desk via email. Customers can create a request by sending an email, and respond to comments from agents via email as...

• email
• jira-service-desk
• ms-exchange

Is it possible to have an aggregated view where an agent can see all tickets assigned to them from different Service Desks? Being a school, and now the SD2.0 pricing is better representing our use c...

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

I have a work flow that has three levels of escalation, Tier 1, Tier 2 and Tier 3.  I need an SLA that shows the time each Tier has the issue. Example for Tier one - there time would start when...

• jira-service-desk
• sla

We've setup our service desk portal but I have 1 request that is not currently fulfilled through an Atlassian product. I'd like to put the link on our service desk portal though. Is this possible?&nb...

• customer-portal
• jira-service-desk

My name is Carolina Maltese, and I work for a company in Montevideo Uruguay (South America). We are really interested in Jira Service Desk, but our clients are Spanish speakers. As a matter of fact, ...

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

Hi! I'm configuring my Service desk, I have created a new request type with different field in there. It works fine, however, I have noticed that if my field help is too long, on customer interface,...

• css
• field
• jira-service-desk

Hi    I am inquiring if there is a way to trigger a workflow change from the  JIRA Service Desk when the Goal time of an SLA is reached. Basically a way to escalate an issue  ...

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

I currently have about 50 "customers" that I support via email on a personal project (volunteer work for church). I'm thinking about getting JIRA Service Desk but I wanted to know if each of my "cus...

• customer
• jira-service-desk

We are a small company, 15 user JIRA instance.  What intrigues me about service desk is if it can replace our helpdesk solution (which is helpscout.com right now).  However, the way I ...

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

I keep getting the message:  "You cannot add new agents because JIRA Service Desk cannot add users to the service-desk-agents group." Steps I have taken: upgrade JIRA to 6.3.5 upg...

• jira
• jira-administration
• jira-service-desk

I've been investigating about this new pricing options on Service Desk 2.0 and for the server version mentions something about "perpetual license" but support and updates for a year. Does anybody kn...

• jira-service-desk

Hi, we are considering acquiring Service Desk, now that you changed your licensing scheme However, we would need to have a separate customer portal for each of our 20 customers, so that they can l...

• jira-service-desk
• portal

Exciting but scary and not entirely clear. I am currently a SD on Demand customer, and I see that Atlassian are aligning themselves on Zendesk for the pricing structure. I am still not clear at all...

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

Hi! On this page, we can find service desk pricing depending on user number, but on this page pricing depends on agent number. So what is the limitation on service desk? Also, on atlassian FAQ we c...

• jira-service-desk

Where can I modify the return email address for emails coming from JIRA Service Desk? There doesn't appear to be a notification scheme associated with the service desk projects (where I would normall...

• jira-service-desk

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

My case is: Lets say SLA goal is set to 4h.The SLA timer begins as SLA starts. and lets say SLA completes after 45 mins. Then the SLA timer shows the SLA complete before 3:15(which is remaining time...

• jira
• jira-service-desk

Is there a way to restrict creation of an issue type based on which group the creator is in?

• jira-service-desk

Hello, There is requirement to customize JIRA issue screen - adding one section similar to activity and that section will have some fields. Please share idea! Cheers, Rajesh

• jira-service-desk

Hello, we want to use the Jira Service Desk (Jira On-Demand). We need to get issues created via e-mail from our users, but don't want them to get licenses. I've read about the way with the report-u...

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

can you verify what a week is (eg Mon-Sun) - as used in JIRA service desk reports

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

Hi Atlassian, I want to create an SLA for pick up time which is applicable for issues created between 8 am and 6 pm. How can I select issues on all dates of the project but only between certain...

• jira-service-desk

hi, We would like to use JIRA service desk for IT and facilities ticketing. It will be 2 differents projects, with differents users and workflows. We would like to centralize these 2 projects in ...

• jira-service-desk

We were using a trial JIRA/Service Desk license for unlimited users. It was great. We can't afford to actually pay for that many users. So now we're 65 users over the limit. Making the users innactiv...

• automation
• jira-service-desk

Is there a way to allow the customer to have access to more issues than just the ones he created? I.e. I want to have my customers to see all issues that were raised by a particular user group if t...

• customer-portal
• jira-service-desk