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Jira Service Management
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I want to create either a drop down or automation rule that requires a tier 1 support tech to select the proper tier 2 escalation point (i.e. John Smith in Network Services), when a ticket is escalat...
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I have created a company managed ITSM space in JSM cloud. I am the Org admin and Jira admin. When Customers send an email and include a work item key in the email subject, I want that email to be add...
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When I create an Incident Ticket the Project Key is MHDT-1, after that I will create a Service Request, and the project key will be MHDT-2, in the same Project obviously. My company suggests that the...
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Is it possible to retroactively apply an update to a transition in a workflow? I updated the Resolved transition in a workflow to update the Resolution field to DONE and would like to ...
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Hi, Late last week I start noticing my terraform build was failing every time I was trying to deploy my JSM access role, which was previously working. It's been failing with this error message: ...
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Is there any way for the ticket counter to be independent of Incidents and Service Requests?
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Has anyone successfully been able to implement the use of the JSM Virtual Service Agent (connected to Confluence Knowledge Base) on a Refined Portal?
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Hi Jira experts, we have a service desk team with 25 people. I would like to export these users to a CSV file, that means I must have a 25 lines in this CSV. I didn't find a way to do this. ...
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I'm trying to update assets in Jira Assets with information from Intune via the Data Manager. I'm able to pull data from Intune and set up an import, however the source data contains rows for multip...
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I have Confluence. Added a space with 2 simple pages. Linked this Confluence space to a JSM project's Knowledge Base and making them available in cutomer portal. Next I created a Virt...
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We want to add the virtual service agent (VSA) into our company SaaS. The instructions about adding it to a website (using a widget) don't specify whether it works only for HTML websites, or includes...
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Jira Automation: Convert Intake Request to Story and Route to Correct Team Space based on Form Field
I’m looking for guidance on configuring Jira Automation for the following scenario and would appreciate a full automation rule setup (trigger, conditions, branching, and actions). Scenario: We have...
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I'm looking for a way to integrate JSM and Workday so that when a new hire is entered into Workday, it creates 1 or more JSM tickets for the IT work that needs to be completed. Are there any ap...
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We have configured a custom domain support.acme.com for a Refined site with domain acme.refined.site. We are able to access Refined using support.acme.com. We now would like the acme.refined.sit...
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I'm so completely lost. I signed up to train AI and there are so many parts I don't know what to do. and there isn't anything telling me what part is for what. I was on invisible/Meridian, now I'm at...
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I recently created (Jan. 7) security levels tied to a space in JSM. I added the fields to my space's associated screen and even request types. An automation rule was created to add specific secur...
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A question of which I'm afraid I know the answer already, but I'd like to share the question to see if I am understanding things correcly. Using JSM (Premium) on Cloud for internal company purposes ...
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Hi, I am trying to limit the interface of a Jira instance for certain Users. I have a group of Users who are supposed to be able to work on the Jira instance, however they should not be able to chan...
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Dear Community, we are using Jira Service Management for public requests (OPEN). However, according to https://support.atlassian.com/jira/kb/condition-pending-status-in-jira-service-management-clo...
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I’ve added my personal email to JSM for testing purposes. However, when I try to delete the customer, the Delete button is missing under Actions. I noticed that under Organization, each organization...
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Hello, I’m trying to retrieve all Jira Service Management tickets that have the “Completed” status in Jira using the JSM Request API. I’m currently calling: /rest/servicedeskapi/request with: ...
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Is it possible to have sub-categories for KB articles? Example Category = For Administrators Sub-Category1 = System Configuration Sub-Category2 = Integrations
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Hi, I try out the Jira service management spaces. Comparing to the 'demo service space' with mine, there're a more tags such as 'Channels & self service' / 'Request management' under the space ...
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I'm currently working on an automation that will update a jira ticket by closing or placing it in pending status. I'm using CrowdStrike Fusion Soar for my automation. I'm getting t...
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We have a help desk that responds to external users via Outlook and when they cc our Atlassian email to create the work item it auto creates an account for the email address that is the TO recipient ...
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Atlassian Community Events
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| May 29, 2025 11:41 AM PDT | ||
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| February 19, 2025 8:40 AM PST |