Currently the SLA time like "time to resolution" is expressed in hours:minutes. Beyond a day this becomes difficult to interpret. Is it possible to express the time in a format days:hours:minutes? ...
I'm just trying out service desk and think it looks excellent. However our use of JIRA so far has been for a development team on an Agile project and therefore our project is setup for sto...
I'm all for keeping people informed, but the number of notifications sent by the Service Desk are a little more than my users want. How do I configure notifications in a service desk so ONLY comment...
Something must have changed in our configuration because suddenly our issues are not changing from Waiting for support to Waiting for customer when we add a comment. What could we have changed ...
Hey there, when an agent creates an issue on behalf of a customer in the service desk front end, the ticket will be successfully created. But if the agent comments the issue, the customer (now set a...
I'm trying to setup a Groovy script to reopen any Resolved issue if the reporter adds a comment. I'm adding a comment on the Service Desk portal to an issue that Resolved. But I see the follow...
Without Agent access, Can i get working on Internal Issue (Do Transitions, Assignment, Adding Comments etc) Can you please give me some insight on this -
I want our Agents to receive an email notification when they are mentioned in a comment, but I don't want them to receive a notification for every comment.
I have a knowledge base linked up to my Service Desk and used the Create KB articel to create a How to Article in Confluence. It opens the page and I can save it, no problem. When I look ...
Hi, I am evaluating JIRA Service Desk. If an agent adds an attachment to an issue, can a customer view and open the attachment via the customer portal? I tried to do this but can't seem to see ...
Atlassian currently auto-closes tickets after 10 days, is there a way we can do that on our service desk?
When I click the Create KB Article button in JIRA Service Desk I get the error, "No permission to create pages in space userguide." ("userguide" is the name of the linked Confluence Space.) I ...
I am setting up Service Desk, and really would like to tweak notification messages a bit (starting by the footer). Anyway to do this on a Cloud instance ? Thx
I'd like to add a status like On Hold or In Progress that pauses the SLA. For example, sometimes we have to research an issue with an outside vendor, and we would break our SLA every time if th...
Right now the colors for Waiting for Customer and Waiting for Support are both gray. In a list of issues, it's difficult to see which issues are waiting for us (Waiting for Support, Pending, et...
I want to see how many tickets are being opened by Email and how many by Portal.
Hello, we have JIRA (with Service Desk) and Confluence running unter different ULRs. i. e. jira.domain.de and confluence.domain.de We successfully linked Service Desk with a specific category...
I want to use the auto-watch feature for JIRAs and issues, but I don't want to be automatically added to the watch list for every ticket I reply to in Service Desk. Is there a way to do that?
Is it possible to add a specific user to a ticket/issue so that they can see and update the ticket as a customer? I'm hoping that by doing this we can add people to a ticket so that they can re...
I'm not sure if I have all the terminology correct, but here's what I'm looking to do. In confluence I have a Space setup (Product 1) That has a sub tree structure (Documentation, Knowledge Base an...
Which emails will Service Desk process? I noticed that if I move a message into the Inbox for the Service Desk that it does not seem to process the message unless I also mark the message as unr...
We're about to migrate from Redmine to JIRA and I have about 50 projects that require a Service Desk. Is it possible to make a default "Request Types" that will be consistent across all 50 projects? ...
Is it possible to make the Queue window automatically refresh like you can in a JIRA dashboard? We would like to keep the Queue window up on one of the office displays but its kind of pointless...
we use JIRA IT-HELPESK as helpdesk tool for our customers. We are a service provider in telecoms. For each client we create a service desk. For example for the customer "Red" we create a service des...
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