Jira Service Management

I have set some SLA's based on request types using "Customer Request Type" = and added a Goal however this does not provide enough information to bring through the SLA timer on to the queue. Is...

• jira-service-desk
• jql

Hi All,  We have a fairly new Cent OS 7 Jira Service Desk server that has a delay in sending out emails. You can see during the busy times the messages just stack up in the Mail Queue. Slowly, ...

• jira-service-desk
• jira-software
• notification

Currently within the project i need to add additional fields. The current ones are not suitable. I need to duplicate the "description field" 6 times within the same task. Is this possible?

• jira-service-desk

Hello, We are looking for a best way to migrate data from ManageEngine (Support Center Plus) to Jira Service Desk. We can export data from SC+ to csv or excel files, but we also want to keep al...

• jira-service-desk

Hi. Please, I can´t find a way to create a new Jira´s user. I think I am administrator. Could you help me?   Thankls!

• jira-service-desk

Hi, We have this issue of security token missing in only one of our projects, when editing a specific field (happens to be a group picker). Other projects with the same configuration do not have thi...

• jira-service-desk
• jira-service-desk-server
• server

Hi, In the old JIRA Issues view we were having remote links to and external test case management tool (Testlink). With the new view these remote links disappeared and the only place where you can fi...

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

Hi, I would like to run a report of tickets resolved by users with then a count of the ticket numbers each person has completed. Is this possible to achieve?  Thanks, Jesse

• jira-service-desk

I was editing the flowchart of our Servicedesk and those part went well. But in the process the Resolution-field turned up in the Create Request and Edit Request dialogs, I don't know how. As it is ...

• edit
• field
• jira-service-desk
• resolution

Hi, We want to change the "Answer above this line"? Is it possible to delete it complete? If an issue is moved from "solved" into "done", it shouldn´t be possible to open that issue again. Also we...

• jira-service-desk
• jira-service-desk-server
• server

I am configuring a service desk project for our Front Desk, and would like to clean up the Issue View, so that the Fields "Components" "Labels" etc are not visible.   I have created custom scr...

• atlassian-support
• component
• custom-field
• field
• issue
• +4 more tags...

Hi,  I´ve deleted user stories and tasks by accident and need a solution to retrieve them again.  Does anyone have an idea if there is an option to get them back with a backup? Thank you...

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

Basically this is what i am looking for . Service desk ticket is created by customer. and there is internal ticket that clones the service desk ticket when  the above ticket is valid . Validi...

• jira
• jira-service-desk

i took out the default setting for create alert from the preset rules. i would like to put it back. is there a document for preset rules. thanks

• jira-administration
• jira-service-desk

I tried to make a backup and the example users exported, so now, they are unable to import.  I deleted them, and am trying another export and I get the fun message that it can't do a new one for...

• jira-service-desk

I have set mail handlers to create issue in my projects based on distribution list in the original email. I am not able to do this whatever I try: 1. Set the reporter to the original mailer. It has ...

• cloud
• jira-service-desk

Hi ,   I do have a custom field and written a behaviour script to populate the values . Is there a way to schedule the script so the data populated can be refreshed weekly once  and not e...

• jira-service-desk
• jira-service-desk-server
• server

Is there a way to set an SLA by ticket priority?  In other words, if I have an incident ticket that comes in, it may be classified as a high, normal, or low priority.  All of those hav...

• jira-service-desk

We have encountered this a few times where an agent accidentally CC's a customer from a company other than the people within the organization we are working with on the ticket. This is a huge securit...

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

How do I remove the literal "Newsletter / Marketing" from subject of the email notifications sent to our users from our Jira Service Desk project? I understand I might need to modify the Velocity te...

• jira-service-desk
• jira-service-desk-server
• server

Hi Team,   In our service desk portal we have an option to raise two different issues types. 1. Bug type 2. Feature request type   When ever user is submitting Feature request type, w...

• jira-service-desk

Hi, I have a problem with sending emails to customer. I think it has something to do with project permissions but I have no idea what is wrong. Configuration shortcut: - Jira Service Desk pro...

• jira-service-desk
• jira-service-desk-server
• server

Hi, How can I set up the following: I got a ticket and want to solve it. I press on "solved" and then I want a to get a "solution field". We dont want to add a comment and solve the ticket after. ...

• jira-server
• jira-service-desk
• server

Dear Team,   I would like to create a project and set a kind of website for end users to raise requests in JIRA IT Service Desk. Below are my requirements. I need log SLA for each ticket. Pr...

• jira-service-desk

Hello,   I want to give read permission for all users (not only agents) to Jira Service Desk queue (in our scenario all users can show current open task). Could someone tell me is that po...

• jira-service-desk