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Jira Service Desk
Questions
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Hello We want to connect Jira Service Desk and Slack (or similar tool) in a way that the agent can start a chat discussion with the customer so it will be discrete and isolated (so other custo...
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Hello, I would like to send an e-mail to one user when created issue is an incident (with specific title). I check in automation rule, but I can only send e-mail to customer. How...
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Hi, I´ve created a couple of service desks yesterday and set up some users as "agent", which is what I wanted to do. However, I must have also set them up as "customers" therefore they seem to have...
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I have 1 customer who always sees the closed issues, no matter what is changed in the settings. With others the functionality works in the right way. Anyone a suggestion?
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Hi! Can I please get a detailed database schema for Time to SLA plugin? Need to find "Overdue duration field" table. Thanks! Found this article: https://confluence.snapbytes.com/displ...
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Hi, We had a customer reply to email (using Outlook) that automatically appended itself to an existing Jira Service Desk (JSD) issue (the right job as it turns out). Normally, I would expect that to...
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Hello on my Service Desk, I created a Group HR and a group Laptop. In Laptop, I have a request "order new laptop", all is fine. In HR, I created the request "on-board new colleague". In this one, ...
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A Jira software user (who's not customer service desk agent) commented on a CSD issue where the "Add internal note" button is missing (It was there before). He made a comment thinking it would still ...
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Can you allocate confluence space to JSD with different permissions for customers and employees? We do not want all the articles to be visible for customers but only the ones that should be used for ...
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Hi, External users have been unable to see their descriptions once we make a case a defect in service desk. Is there a setting for this? this did not used to be an issue.
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We would like to be able to include the component lead in our issue filters. We have 6 Service Leads (product managers) who need to be able to see all issues related to their components (services).&n...
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We have an environment with multiple clients and would, ideally, like to funnel them all into a single Service Desk, single portal setup with no cross-client visibility. Splitting clients off by orga...
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Hello! My team that consists of 20 people is currently using Jira core for 10-25 members for 1,250$ annually. A small part of our team needs to be able to use Jira Service Desk. Is it possible to ad...
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I am trying to find out who my agents are. I cannot find the default service-desk-agents group under groups. How do I find my agents?
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I have set up our Jira SD Customer Portal to link with a Confluence Knowledge Base. This has some limitations that were unforeseen. While users are able to search for individual KB pages by ke...
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Hi Is it possible to import csv data into Free trial version of Jira Service desk (cloud)? I'm looking to use the free version so i can test the data import process before using that ...
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Hi everybody I have changed something( I revoked a user's rights. ) in the user permissions. Then I noticed that there are problems with the automation rules. Unfortunately, I can not choose a new u...
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When I check the email handler log, I see that a specific email from a customer has a `Failed` status. This email obviously does not create a ticket. However, once I resolve the problem t...
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Hello everyone, We are happily using the feature of connecting KBs to Service Desk and being able to read articles on the customer portal. We have gotten reports that articles displayed in the cust...
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Jira Service Desk 4.4.3 was installed as an additional app on an existing Jira Software (Server) instance version 8.4.3 some time ago. However, the Jira Service Desk was NOT activated by NOT entering...
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When creating a new next-gen project in JSD the "Who can access the portal and send requests" setting defaults to "Anyone with an account on <portal name>". I can manually change this setting t...
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Hello, I’m trying to link custom e-mail account in Jira Service Desk but I’m receiving always the “SOCKS: Host unreachable” error. I’m totally sure that the POP server is open to Internet without f...
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We have enabled the "Issue Created" notification but however we are not receiving the automatic email that is supposed to be sent.
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Hi guys, We have Jira Software and Jira Service Desk. When a ticket is created in the Service Desk portal, I want to move/copy or add that ticket to Jira Software so a developer can start working on...
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Hi. I need to implement "attachment as an attribute" feature on my Insight instance. Is it possible? I came up with next solution: Create a separate object type "ATTCHMT" that contains only "Name" ...
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