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Jira Service Management
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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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I installed and imported the data using discovery import and the asset details are inserted correctly. let say the user A laptop has two drives in it (C and D). After the import i user A added one mo...
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I need to do the following: When the incident opens again after completion (Reopen status), I need the SLA to continue counting from where it left off, and not count again. Is it possible to config...
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Hi There Is there any UI change in the JIRA : Recently i am not seeing my GitLab Merge request in the JIRA ticket description. instead i am seeing in the side pannel of the ticket ...
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I have tried to add a new organization, but it shows this error:
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I realized my mistake after posting this, but don't see a delete button. Please delete.
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When creating an incident for a service by populating the 'Affected Services' field, the issue or ticket does not show in the 'Linked Issues' section of the Services object. Thus I cannot ma...
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I am getting this error
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JSM DC 5.12.5. When I open the issue for the first time - dates in comments are relative. After reloading tab they turns into absolute (F5/Ctrl+F5/button in browser - no difference). After adding ...
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I have a list of Users imported from AD and I want to import over users from SCCM, and I don't want SCCM to create new objects but only add attributes to the existing ones. The existing and imported...
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