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Jira Service Management
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I set up a service project that was connected to the company's customer email contact us. The team does not want to allow jira to send notifications or status updates from the portal to the customer ...
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I have a schema of hardware instruments in Jira Insight. The Insight field is configured to let the external customer see only the instruments that their organization owns when logging a ticket...
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I would like to add an automation to add specific labels to tickets based on the email of the submitter. I have been unable to find a way to do this, any tips?
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We are looking at setting up an Issue Collector on our site. My question is, how would I configure the Issue Collector so that it can auto-create an issue in JSM and populate the fields with the info...
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Hello all, I have an automation in place to clone a ticket from one project upon creation into another project but im unable to clone any forms from the original ticket into the cloned ticket. All r...
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Our system is set up for AutoWatch which then makes user a watcher if they have: Created an issue Commented on an issue A common filter is: watcher = currentUser() ORDER BY priority DESC,...
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Hello, One of our clients sends emails to create new ticket for one of our projects but those tickets land as a comment to closed tickets, one ticket in particular, very frequent. The client firmly ...
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Hello, Basically, on one Jira project, we have the field labels into each ticket and it’s visible: all good. The problem is that when the ticket is moved to the status DONE , the ...
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Current Flow: technician performs work>marks ticket as "closed" and provides a resolution>transitions to resolved automatically after a set period of time Use case: sometimes a technician wi...
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Creating a custom rule that will only be triggered when a specific request type is created via email
I want to create a custom rule that will only be trigged when a specific term is being used in a email request. For example: We have a email request , where the user is asking for a tic...
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I have created one Service management project. And want to receive email requests from other externals. But not able to enable email requests in project.
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I want high priority tickets to page our on-call person in pagerduty. I have completed the integration but i need to utilize jql so that an incident can be created. Should the query be something alon...
374 views 0 0 Deleted user March 23, 2023 -
When a user submits a ticket to our service desk with a table formatted with colors or merged cells, when the ticket is created, we notice that jira will not preserve all the formats. We have enable...
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Hello, I am unable to add a transition to a status. See examples below. I also get an error that states I cannot add a transition to a draft. Any suggestions? How do I ...
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Hi together, I´m currently trying to automate the process of assigning certain subtasks to a certain member of my team. I only got to asign a whole issue to one person, but not the child subta...
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Tickets in Jira Service Management
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Hello, Am a Beginner to JSM and Looking for help to create or modify the existing IT category list in my ITSM Board. We are using it for the IT Help desk I need to add a Main category ...
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Can a customer share his screen in Jira Service Management? Like in a Microsoft Teams meeting.
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as a customer I want to chat with a employee to ask questions. Is it possible in my own JSM portal or only via Slack & Microsoft Teams?
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I need to know this for possibly working with Jira.
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We currently use an Enterprise license for Jira Service Management. We would like to establish a link with our Active Directory and for this you need an extra license (app Identity provider). The lic...
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We have Jira SM and Jira Software. What is the best way to configure and manage the change cycle from initial request, convert to a change request then manage the change cycle including CAB? &...
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I am asking for the experience of other experts. When we setup a new service management instance, should we keep multiple customer-company in one project or or create an own project for each c...
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I want add a custom field named "Key" and I want to populate the Key value in that custom field. For example: When I create a Issue I am getting the Key value after the issue creation but I want to ...
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I have the administrator role for a project but I still can't assign users to an issue. I have checked and the administrator role has the permissions to assign users to an issue in the permission sch...
Atlassian Community Events
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| July 11, 2025 4:42 AM PDT |