Currently we are trying to establish JIRA Service Desk to support our customers. We have different projects, customers and SLAs. Our Agents will work accross Service Desk projects and should be ...
I tried to create a JIRA user, but found that their email address was already in JIRA because they were a Service Desk customer. I cannot add them as a new JIRA user now, nor can I figure out h...
Is it possible to send files as attachments when relying upon the automated emails generated from adding a comment? I can see it is possible to attach a file to the ticket and then reference that fi...
Is it possible to easily migrate data and configuration from the cloud-based solution of JIRA + JIRA Service Desk to a self-hosted (server hosted) solution?
Hi, My customer has not received a notification of a ticket that I made on their behalf. In an attempt to debug I added customer account for myself, and (successfully) added this accoun...
I would like to be notified of an attempt to create a JIRA Service Desk ticket via email by an unknown customer.
Hi, I am new to this. I am trying to use link a Confluence space to Jira. Link is getting established without any further details, i.e. authentication like secret question, token URLs etc. ...
Is it possible to add a message to the main Service Desk Portal page? My users are getting confused thinking they can use their login for our services to access our support system. I'm tr...
I have Service Desk setup and running on the Cloud service. I have one customer that has several users that will be creating helpdesk issues but I want all the issues to be in one group. Is th...
When a user creates a ticket from the customer portal in Service Desk the create ticket notification always emails out as coming from Anonymous and not the user. Any further work on the ticket comes ...
Has anybody managed to configure Service Desk somehow that quoted part of the message is stripped from the incoming email from a customer? I would like signatures which usually start with "enter dash...
Hello folks, hope you can help me with this one... I'm evaluating Service Desk and wondering the best way of setting up SLA's, customer specific SLA's to be exact. Our company is providing...
Hi, we use JIRA in our intranet network. We have installed the new Service Desk version (with agents, collaborators, customers license) and now we want to publish our support portal on the Internet ...
I want to be able to create reports on what Customer Request Type was used when creating an Issue in Service Desk. For example, was the "General" request type selected, or was a specific one us...
Version 2.2.1 of Service Desk seems to have removed the ability to create a Customer account directly on the Customer Portal page. Now we have to go to the People > Customers page and create...
If I'm in a JIRA Project record, I can see "Add Subtask" under the "More" dropdown button. However, in a Service Desk Project, this option is not displayed. Is there a configuration optio...
Currently, when an agent comments on a ticket in JIRA Service Desk - we have email notifications sent to watchers as well as other agents. If the comment is internal, there's no evidence on the email...
Hi, I need to disable/enable or hide/show some of the fields on the form instantaneously when some other fields on customer portal form filled with some specific va...
Hi, I am using some request names and groups to configure customer portal, for JIRA Service Desk. Now, I want the group name and request names to get automatically populated in a cascade select lis...
Does Atlassian do product demos? My company is evaluating other service desk products right now and I'd like to have JIRA Service Desk as a contender. I'm not seeing how to organize a demo of the pro...
When we work on an issue in JIRA Service Desk, the customer gets lots of e-mails. e.g. Customer Submits a request Agent adds a comment asking for some more detail Agent transitions the issue int...
Why are random customers are showing up under Collaborators? What does this give them access to? I believe it means they can see Internal comments on issues? Why are some seemingly ...
Using JIRA Service Desk, customers are set with their email address as their user ID. Based on the domain in their email I need to set a custom field (client) I have Script runner and think th...
Hello, I'm trying to allow users to reopen tickets via email , if they feel their issue has not been resolved. I'm confused about how to get this setup.
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