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Jira Service Management
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Team Please share the steps how to export canned response in jira server environment
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I am working on a project which requires me to export data from Jira to ZL (zscaler) team as per below requirements. - stories are sent 2 weeks after resolved for "Done" "Cancelled" "Rele...
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Hi there, I would like help with AQL please. Essentially, AQL for "does the value of X contain the value of Y" I have an asset attribute which can be multiple words separated by space...
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I have a Service Desk configured to receive tickets from 2 different companies acmecorp.com and acmeinc.com. They have different SLA. I need to differentiate users from one company and the other, b...
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Hi All, I am looking at some assistance in tracking ticket volumes. Currently users submit a form to us, and a field in that form is a number field they specify, "Number of X". Part of t...
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I have a project that has 3 different request types. How do I link out to it including the request type? Doing `?expand=names` the custom field is `customfield_10046` Example of request type...
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Many of our Jira Service Desk Project's request types use dedicated forms to show or hide fields based on previous selections on the form. I need to be able to create customer requests through the RE...
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I am looking to show how many tickets were completed by month YoY for the last 2 years on a specific project. I don't care when the tickets were created. I am just looking for how m...
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I am exploring what we can do with the Jira Edge Connector and I looks quite promising. What I am not able to find out is how an automation reacts to failure and is able to get the results (e.g. a J...
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I currently have a high number of tickets that have the Time to resolution SLA timer running, but they are in a Resolved, or Canceled state, and the Resolution is set. I've tried re-configuring...
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Hello, We've got two service projects: one for our customers and one for our users. On ocassion they will use the wrong portal. In that case we previously made some kind of weird copy into the other...
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Hi all, I'm wondering whether it is possible to use fields from Forms to update the Issue Summary. As an example, we have a request type in our internal IT Portal "New Resource Onboarding", which i...
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I have created 2 Objects in Assets. One is called "Locations", and the other is called "Merakis". Both of them were imported via CSV with a column (primary key) called "Location Number". W...
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I have 2 different projects that share information. I use an automation rule to copy comments and attachments from one project to another and vice versa. Occassionally, maybe once a week,...
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Our JSM project includes people who oversee incidents for hundreds of organizations. The screenshot shows these organizations on the right; is there a way to numerically order these for...
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Hi all! For a long time I have been struggling with the problem that if a person is not in the copy of the ticket, then when I try to leave a comment, he opens a new task. The gist is this: We have a...
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I've created a Service Project based off the HR template. Inside there is a form which is attached to an issue type. The issue type has a field called "Approver" - This would be where users enter in ...
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Hello In JSM Cloud, when i have a queue open, Jira displays a searchbox with the placeholder "Search for Issues". This searchbox seems to be broken in our instance, since if i search for a string th...
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Hello We have recently connected intercom and our Jira site to better manage our tickets. The flow is as follows: 1 - The customer contacts the advisor via intercom 2 - Advisor creates Jira ticke...
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Is there a way to link a KB article to a ticket? I see how to link a Confluence article, but we use the Knowledge base without Confluence based on licensing limitations with the Confluence prod...
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Hi there Hope you're all OK :) I'm not sure if this is by design but when a customer submits an IT request via our portal, they receive the initial email to say we're on it - however if they respon...
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Is it possible to use "Public Name" e.g. Joe Bloggs in an automation rule, i.e. issue.creator.publicName? We are currently using issue.creator.displayName, but this appears as Bloggs Joe, synchronise...
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What WCAG guidelines does the virtual agent meet
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Hi! This might be a weird one. Context We're dealing with cases with a lot of variability. We have several departments cooperating on these cases. The risk for human error increases with every new...
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Hello, I have created one of our customers as a project in Jira as normal. Then I created all of our customer's employees in an "organization". The employees can then share their tickets in the serv...
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| September 9, 2025 11:40 AM PDT | ||
| July 29, 2025 5:22 PM PDT | ||
| July 29, 2025 10:24 AM PDT |