Jira Service Management

For Example:   A customer asks Question A six months ago and we give Answer A. But now Customer B not related to Customer A asks the same question. How can we find the support ticket to give t...

• Question
• jira-service-desk

Begin counting time when: Issue Created Time is not counted during: <blank> Finish counting time when: Comment: For Customers When we create a ticket, I attempt to comment to stop the first ...

• Question
• jira-service-desk

Here's the scenario.  A user for JIRA Service Desk adds a comment and we use JIRA Cloud Slack app to notify on a slack channel what's happening. The comment in the channel: Frank Jones comment...

• Question
• cloud
• jira-core
• jira-service-desk
• jira-service-desk-cloud
• notification
• +1 more tag...

Hi, I have an Issue A with it's own Workflow A. There is an Automation to create a linked issue once in my own project as Issue B with it's own Workflow B (Workflow B is just Open to Complete) and a...

• Question
• jira-service-desk

Hi, I am using Jira Service Desk  (https://southworks.atlassian.net/servicedesk/customer/portals) I don't want that clients can watch each other question and our answers. Is it possible? &n...

• Question
• jira-service-desk

We are using Service Desk for our Change Request process and we have been unable to leverage the built in approvals due to certain audit controls.  For example an approver cannot be the same as ...

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

Hi,  I am setting up a new Client on JIRA and when they create a ticket I would like for this to be assigned automatically to a particular group of users (team). I want that all of them recive...

• Question
• jira-service-desk
• jira-software

We just enabled our Service Desk feature and enabled emails going to our help email automatically create service desk entries. However, we're finding that when we use the reply to customer feature em...

• Question
• jira-service-desk

Hi Team, I have only 1 application and I wish to link to multiple spaces. Please advise how am I going to make it done.   Thanks.

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

So we have our email set up so that if anyone emails our support address it automatically generates the JIRA ticket based on the email. That's all working great. The problem comes when communicating ...

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

¿Es posible agregar un formulario personalizado para las solicitudes de jira service desk?

• Question
• jira-service-desk

Hi All, Due to data privacy concerns one of our clients wants to disable the workload report within a Jira Service Desk project. Ideally they want to enable it to a defined list of people, that can ...

• Question
• jira-service-desk

Hi ,    Is there a possibility to show date fields with timestamp in filter? I would like to see at what time a change has been made in a ticket in my overview filter.   Thanks! ...

• Question
• filter
• jira
• jira-service-desk

We would like to configure a Jira service desk Server domain to send e-mails on behalf of our domain. Is this possible? Because I only could find an article about setting this up for jira servic...

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

I've set up create issue from incoming mail and its handler, tested automation, everything works, however, when I tried sending email request from other email that is not listed is not registered, Th...

• Question
• cloud
• email
• error
• jira-service-desk
• jira-service-desk-cloud

There was a problem with the header colors on the Jira service desk page, and although I made the color adjustment in the look and feel section, the problem did not improve. Another problem is that ...

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

Hi All Is there a way were the customer can add additional persons at the creation of a ticket prior to saving where their names would be in the participants list. I don't have any third party tools

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

Are there any consequences on automation rules on renaming global elements in jira?

• Question
• jira-service-desk

Hi Everyone I currently have an Time to First Response Goal set as the following:    The SLA report is recording the breach against the day our agent Commented to Customer, however I...

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

Hi, The company I work for needs something that can clearly track resource availability vs upcoming projects  There are always last projects on demand (last minute) and it's hard to manage who...

• Question
• jira-service-desk

Hi, We are trying to configure a user directory for the first time. I have poked around on the forums, but what I am finding doesn't seem to be helping us. If we leave Additional User DN and Ad...

• Question
• jira-service-desk

We need to have 2 customer facing portals. One cant know about the other. The first we already have setup, now is there a way to have one service desk with 2 different sub domain portals? Example htt...

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

...laborate workflows, when the reporter/participant makes a public comment, I need to rely on notifications to see that, since the only way to move from one queue to another is a change of status (which can b...

• Question
• cloud
• jira-service-desk

Hi all, I have created 2 sla's when i created the ticket it's not displaying any SLA in ticket.   thanks.

• Question
• jira
• jira-service-desk

There are six distinct ticket options for requesting service or support from me and my team and it has been quite a while since I first set up the fields and selection options in the fields associate...

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