Hi, in servicedesk customer portal the customer only see his own created request and not all requests from his organisation. With wich configuration I can change this that the customer can see all ...
We want to use Opsgenie, to page different team members whenever we have a P1-Critical Incident. To achieve this we need to activate 'Alerts' under the feature and 'responder alerts' under Incident m...
Hi All, In my project I have 3 parties and I want each party to only be able see ticket shared with the relavant party. What happens is that each party is able to see all tickets in the project. Ho...
Hi there, I'm very new to this, so sorry if this is a stupid question. Does Jira automatically group support tickets filed with the same email address? If so, does it push the ticket back to the end ...
Hello community, We are preparing migration of the JSM 3.5.0 to 4.20.12. We have several custom plugins and one of them adds custom portal. This custom portal uses ServiceDesk.Templates.Customer.Lay...
Team I have set the rule for automation - ticket assign to Region - Location - Assignee. In UAT it tested successfully. But after moving to prod rule has been interfering other rule. F...
We found attachments with sensitive information and would like to know if deleted, where does it end up to purge completely.
Como puedo establecer la asignación automática de agentes en base a las solicitudes recibidas.
I am unable to structure assets according to my preferred schema when doing import through discovery. On the other hand I can do the same if I do the csv import. Eg if I want to classify laptops, des...
We are moving away from Zendesk to Jira, currently we have 3 groups of agent which are IT Help, DevOps and Data. I'm trying to set up one main Customer portal and if the request comes to the queue, ...
People without a JIRA license are able to create a ticket through the portal but then can not view the ticket through said portal. So they're unable to reply to it etc etc. It's asking them to sign u...
I'm setting up Assist in Teams. When I add the Request Team to a channel it prompts me for a Queue to link it to. The only name I get in the drop down is the name of a Project and not an ...
Good day I have a flow as follows: An incident is created and I follow the flow of the states, so when it reaches the change management field, it creates a ticket for me and links it to the inciden...
Good day I want to create an automation as follows in jira services When the incident is created, the client will automatically receive a notification that his incident is being processed and that ...
What is the best way to assign issues to users in a group only when they are working? I would like to be able to set a schedule and only assign issues to a user when the schedule shows that they are ...
Hello, when I send a request via postman to xray I take a 404 error. First I generate token, and put it in Authorization tab with Bearer Token type to make the request. To generate token I used&nbs...
Hola Como puedo hacer para que en el portal los clientes puedan ver no solo los tickets que crean ellos sino también en los que están informados o tickets que hayan generado otros usuarios, es...
Hello everyone, for a long time we face an issue, that we somewhat cannot solve. It is really annoying and frustrating to deal with, when customers raise a request. We are able to reproduce this iss...
Question: user account used to authenticate jira servicedesk to confluence site server requires 2fa, causing the connection to break. Does anyone have any suggestions to be able to use a sec...
When a customer replies to a question, the status changes from Waiting for customer to Waiting for support. So far so good. What I don't like is that it says I made the update. The history says "Emm...
I have an approver field and I want to add an approval based on a custom field called 'Head of Department'. However, when trying to make this run through an automation, it results in an error. This ...
Hello, I'm looking to automatically share a ticket with an Organization once the ticket is created, but I cannot find the ability to do so. Is this doable, and if so, how would I go about it? ...
Hi Our customers login to our service desk and can access a KB of articles including system updates etc Is there a way for them to subscribe to updates when new articles are published &nbs...
I've made sure to add all the DNS records to our cloudflare. TXT records are verified fine, but CNAME records still fail. The thing is, the CNAME checks I make from other tools do not fail. When I ...
Hi all, Do you have any experience and suggestions to implement a KPI, to show how often our support department have zero tickets? Work hours is 9 AM to 5 PM. How many minutes/hours during the da...
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