Jira Service Management

  We are using Service Desk cloud, and have the standard email handler set up. We have the system set to create/comment on tickets based on emails. However, if there is an existing ticke...

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

Is there a way that NEW tickets can be prevented / disallowed via emails BUT still allow a customer to reply to a questions sent from an issue or a notification from an issue that logs a comment in t...

• Question
• jira-service-desk

I am running the trial of Jira Service Desk, and I notice that none of the bundled test customers have contact information like telephone, office address, etc. I can't even find a way to add this inf...

• Question
• cloud
• jira-service-desk

Hi, I'm using Automation within Service Desk (not Automation for Jira) and creating a rule that adds a comment to a linked issue whenever it is transitioned. However, I'm not sure I can use smart-val...

• Question
• jira-service-desk

The Service desk widget is a pretty simple and easy way to provide support from within an application and link to confluence articles. Is there a way to get any status about how and if users ar...

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

Hi! Somebody could help me, please. What is the "Delete" option of the "Share with" section of the customer portal in Jira Service Desk?  

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

Looking for a way to allow two different email addresses to trigger service desk requests (same service desk). Has anyone found a way to do so? TIA

• Question
• jira-service-desk

Hi all, Are there any chances to turn of time aggregation in SLA? Some time ago we have updated Service Desk up to version 3.10 and now in SLA I see aggregated values like 1 day, 1 month and etc. Ho...

• Question
• jira-service-desk
• sla
• time

It sounds like as silly question, but just want to know so I know NOT what to do in the future. I am setting up Jira Service Desk and testing workflows and channels.  I sent in some requests vi...

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

I have one big problem: I irregularly receive emails meant for my jira service desk in general email inboxes. I need to foward these emails to the email channel of my jira service desk. The forwarde...

• Question
• jira-service-desk

Restrict customers from viewing who was added as a participant(request participant field) from the service desk project in the customer portal. 

• Question
• jira-service-desk

Hello, We have a issue created with a issue type, we worked on the ticket and moved to service completed status. After that we moved the issue type from Service Request to Information Request issue ...

• Question
• jira
• jira-core
• jira-service-desk

Hi, I try to add a new custom field to an issue type, but the field doesn't appears on the issues. I added also this custom field on a resolved screen which is configured on a transition, but again...

• Question
• jira-service-desk

Hello, For my service desk project, I would like to set up a very specific configuration: I have to define different status depending on the environment defined by an additional "environment" f...

• Question
• automation
• jira-service-desk
• status

Hello, We have a issue created with a issue type, we worked on the ticket and moved to service completed status. After that we moved the issue type from Service Request to Information Request issue ...

• Question
• jira-service-desk

The fields in the list of requests from the Customer Portal are customizable?   How can I add other columns in this list?  

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

 Is it possible for the Executives  who do not have access to JIRA to see service desk tickets created by people in their group? If possible How?  

• Question
• jira-service-desk

I have hit a temporary stumbling block that I would like to open to the community who knows more about implementation than I do. We are transitioning to Service Desk and have need to setup custom rul...

• Question
• jira-service-desk

In Service Desk you are limited to 3 agents for the $10/month charge. If customers are allowed to enter issues via external emails are these customers considered agents? Does this exceed the 3 agent ...

• Question
• jira-service-desk

So it seems JSD is pretty fussy when it comes to sending notifications for Resolved tickets.  There's a whole article dedicated to the subject here, but basically it seems to be saying you have ...

• Question
• jira-service-desk
• notification
• post-function
• resolution

I'm trying to catalog our Atlassian entitlements and I'm unclear if the SEN number is a generic identifier of a specific product (i.e. a SKU / model number), or if it is specific to a single deployme...

• Question
• jira-service-desk

...otification that the issue was created.  Moreover, any public comments I make on that issue are not sent to the reporter either.  Is there something I need to so differently on issues created w...

• Question
• jira-service-desk

...xample, when closing a ticket while also adding a public comment to the ticket, notifications are triggered for the ticket closing, for the resolution being set, and for the comment being added. My q...

• Question
• jira-service-desk

I am unable to find a way to change the email address for a customer.   These are portal only customers.  When they log in and click on their profile button they do not see the option ...

• Question
• jira-administration
• jira-service-desk

Hi, For now, only Jira admins can add approvers when creating a ticket. How can we expand this feature to end users so when they are submitting a request, they can input their VP for approval? 

• Question
• jira-service-desk