We leverage the same Queue to allow integration with several slack channels. Because of this, we would like to know which slack channel the ticket was created from. Is it possible to get thi...
I have an automation designed to add a specific approver based on what the requestor selects from a dropdown list. However, its failing with this error: I think the Actor can't read from t...
For our agents, we have an extensive knowledge base built in OneNote we are working on building in JSM. This is to help them troubleshoot issues internally. They are adding the articles t...
In Insight, we defined an object 'Systems' which have a 'Support Team' attribute. This Support Team attribute is a User field with cardinality of 'unlimited' (i.e. a multi-user field). In JSM, we ha...
Hi Community, I am fairly new to Jira. I am trying to update an existing project workflow. I added a new inactive workflow by choosing Issues from the settings icon followed by clicking on the workf...
Hello, Kind of a basic question here I think. We have a larger project that we want to be able to accurately track our closure time and get proper reporting etc. Anyway the idea is that I would lik...
Hi all. As you can see I've got an Object Type called "Localizaciones". After I've improted a csv with some objects, instead of create them inside it, it creates a new Object Type called "Export_Lo...
I'm needing to create queues for issues created during 3 working shifts. All issues created for: 1st shift (5 - 15:30) 2nd shift (9-19:30) 3rd shift (18:30 - 5) Any assistance would ...
Hi, I'm interested in adopting the use of QR codes from the Insight Cloud CMDB. But, I am unsure of the best way to convert this sheet of QR codes to a bunch of individual labels to affix to my devi...
I am setting up an internal service desk for employees to report issues/problems. What is the correct way to ensure that they have access to the portal but they aren't able to view the issues in our ...
I created a Form using conditions and then linked newly created Custom fields, however the sequencing was out of order for the "IS ANY OF" section.
I'm on the server version of Jira. My outgoing mail is set to jira@domain.com. I have setup a second service desk. I want customers to the second service desk also to reply on the mails they get...
We want to edit the subject line on something like "APPROVAL NEEDED".I edit notifications via "Customer Notifications" but the editing subject option is not there. I don't want to change templates. ...
The organization has 4 distinct teams that use the same ticketing portal to submit requests. We have 4 Service desk projects created, one for each team, and each with their own email ingestion addres...
Hi, I have a rather simple question. I setup Incoming Email and now a sender can open a ticket in Jira via email. But no response is sent back to the sender with the ticket id. Can you help me sort...
Hello. My goal: to create a custom widget that any user without login to a system could create an issue to our company service desk project. Currently: We are using embeddable request wid...
Hi, We have a client who uses Jira, like us. The problem is that we receive all automatic acknowledgements, generated by JIRA, from its recipients. What can be done to prevent this from happening a...
Hello, I wanted to know how to add categories like todo 3 and done Thanks s
hi, I would like to know if I can change the workflow from an existing request type to a new one. The process im following now is basically create a new request type, new workfl...
For some reason, I have a Locked field called Start Date. I assume this is a standard field. However, when I remove it from screens, it just reverts back to being visible. Any ideas?
Hello, In our System we have several Issues that create 8-10 ish Sub Tasks. Everything is set up and working properly. The only issues is when the sub tasks get closed they get reported the same as ...
Can an automation rule test that a new comment is addressed to the customer and is not just an internal comment - similarly to how the SLA can? I selected the trigger to be the posting of a new co...
Hi, I would like to ask if my teory regarding this article is correct... https://support.atlassian.com/jira-cloud-administration/docs/resolve-jira-service-management-permission-errors/ There is inf...
In JIRA software we added 2 projects ,currently there are two projects added in jira when client raising a bug through email the bug has to be raised in specific project how to configure that, lets...
Hi community, I am struggling with setting up a condition in a workflow. Initially, requests are sent via mail handler to our Service Desk, which are then qualified and turned into the right Request...
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