Hi Team, Can you help me understand how Change Management and Problem Management work with Jira Service Desk? We are considering moving to JIRA Service Desk to management our request. Regards &nb...
What permission is needed to allow customers to raise a request on behalf of?
Hi there, in Scotland we have our Xmas holidays where we are given two days off for Xmas/boxing day and again at New Year. If these happen to fall on a weekend date, they roll over to the Monday...
Hi Team, I installed a complete package JIRA + JIRA Service Desk. But when I started using JIRA, there were no tabs visible for JIRA Service Desk. I checked "Manage Add ons" and JIRA Service Desk a...
Hello, is there a possibility for the incoming emails in servicedesk, to assign them by a tag in the email subject, to a specific issue typ? Thanks and regards Michael
I tried to set up a merged workflow to process service desk requests (public support for our project), and also have a public bug and issue tracking workflow. Looks like the service desk addon l...
In the video below (at 8:40), it show the queues in service desk queues in groups (assigned/unassigned). How can you do this? http://blogs.atlassian.com/2015/02/solve-tickets-jira-and-...
is there a way to prevent users from adding SD features to their regular JIRA projects? (they use "Enable Service Desk" in the project admin area). Uncontrolled addition of these quickly pollutes "H...
We're currently looking at migrating our Helpdesk services to JIRA Service Desk, but have a requirement that I can't think of a solution to. We have a daily KPI of Calls Received vs Calls Logge...
My team is contemplating making the switch from Zendesk to Service Desk. We use Salesforce for our CRM. We would like to seamlessly integrate our Service Desk implementation with Salesforce so we can...
Hi, From "Welcome to the Help Center" page, "Find a solution" box is currently linked to knowledge base but search results only show up when on Admin/agent account and nothing shows up when lo...
We've just recently started exploring JIRA Service Desk to use for customer and partner support. Is there a good training course that anyone can recommend for quickly getting up to speed and set...
In our support department, which utilizes JIRA v6.3.1. We would like to know how long it takes to complete certain tickets, in order that we do not breach SLA. We would like the clock to start as soo...
Hi Is it possible to add the issue number to the request subject in the Customer Portal for Service Desk? Currently it is only showing the wording, with the issue number visible once the request is...
tell me, I want to use jira as an external service desk, respectively so many users create applications ... how to make that external user wrote a letter to the post office, ticket machine will, but ...
Hi there, I am wondering if I could partition the JIRA Service Desk customer portal to add Activity Streamer with the latest knowledge base articles. This would be great so our users can see th...
Hello all In helpdesk, if I reopen a previously closed ticket, I cannot see it in the queue and I MUST see it in the queue, otherwise, it will be forgotten. But I cannot. Can you please tell me what...
Hi, We have some service desk agents, mainly support team members, and some JIRA users, which work as service desk collaborator, mainly our developers. Now sometimes the developers need...
Sometimes the 'customers' will have different email addresses and currently we have to create multiple 'customer' accounts per person in order to allow them to log and update issues with any of their...
We are using JIRA v6.3.14 with SD v2.3.2 and when a 'Request participant' replies via email SD never receives the update/comment. How can we troubleshoot this issue? It is causing quite some frustra...
I have a workflow that I would like to set a post function to automatically add someone to the "request participants". I tried both the "user@email.com" route and the JIRA user "first last". B...
Dear Support, We are using the email channel to create requests in JIRA service desk. We are also adding comments to requests by replying to notification emails. When replying, all the mail history ...
I have setup email to ticket and the auto-creation of JIRA accounts. What level access to these automatically configured accounts receive? Is there a license required for these users...
Hey, I want to migrate an existing JIRA project to our Service Desk, so that it keeps it's workflow etc. Now I don't see a "migrate to SD" feature on the project administration page. Atlassian Confl...
Is there a way to add Google Analytics support to JIRA Service Desk?
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