Jira Service Management

Hi, I have a Service Desk with 2 request types (problem report and feature request). If a customer creates a problem report, how can I move this to a feature request? I can move the underlying issue...

• Question
• jira-service-desk

we are are trialing JIRA Service desk cloud hosted. How do I clone a service desk project so I can set up seperate service desks without manually having to configure them?

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

We would like to add a CC field in the open ticket screen. Atlassian Support has it, https://support.atlassian.com/servicedesk/customer/sds/create/other. How can we add this?   We ha...

• Question
• jira-service-desk

Dear all, we are thinking about buying JIRA and Serive Desk, but we are not sure about following constellation:   We produce a Software product in Germany and Support differen...

• Question
• jira
• jira-service-desk

Hi, Can we set custom time band in Reports ? For ex: Last n days, Last n Months. Currently default JIRA service desk report options are: Past 48 hours Past 7 days Past 14 days Past 30 days Pa...

• Question
• jira
• jira-service-desk

This issue is related to the pop-up window on service desk after entering a question and clicking the title of an article to see it. The application link is entered as https://ourdomain. However th...

• Question
• application-link
• confluence
• jira-service-desk
• knowledge-base
• server

Hi all. I am trying JIRA and I want that users doesn't edit issues, but can assign them to other users and also to make transitions (move the issue to another Workflow state). What are the permissi...

• Question
• jira-service-desk

Hi, Here is my notification scheme Capture.JPG So my notification are sent to my reporter and to my support team only on Creation, comment, and reopened. However, when my support team comment a t...

• Question
• jira-service-desk
• notification

We are a consulting company and have may clients. I need to isolate the different clients tickets from each other. Next I need to set ticket statuses such as waiting on parts,  I was thinking ab...

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

We've upgraded to Service Desk 2.0.2 and began using the email submission feature. However, when users reply to the email notifications the comment in the issue includes the additional reply data suc...

• Question
• jira-service-desk

Hi people, i have a service desk in which i have issues that have due dates in a few days (even weeks). These issues will remain untouched by a technician until a few days before that due date. I cu...

• Question
• jira-service-desk

The Confluence knowledge base must be private, not public access. Can we license our Service Desk 2 customers who do not have/need a JIRA license in order for them to see knowledge base articles? 

• Question
• jira-service-desk

does it require Confluence or JIRA Service Desk alone to have knowledge database available for agents that is related to support tickets?

• Question
• jira-service-desk

• Question
• jira-service-desk

Is it possible to use variable substitution in Service Desk requests? For example, I have a request for wireless access and I'd like to have a required field for LOCATION and a hidden field for the ...

• Question
• jira-service-desk

I have in my security: Administrators Developers User Service Desk Customers  Service Desk Team Who of these is a Agent ?. or is other type of user. Thank for everything.

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

I had some tickets with an old SLA rule.When i updated the SLAs, i see that the SLA is being shown correctly for only new tickets which were created after the SLA updation .For the old tickets the SL...

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

Is it possible to receive a HipChat notifications when a JIRA Service Desk Customer Portal request has been logged to ensure we don't breach our SLAs. With HipChat and comments through JIRA we try...

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

I would like to know if there is an add-on that would automatically add Melbourne (or Australian) public holidays into the calender function in the JIRA Service Desk Customer Portal  (SLA --&g...

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

I am working with custom security levels within a Issue Security Scheme and i think I may have found a bug in JIRA. I have X amount of different groups and X amount of different security levels that ...

• Question
• issue-security
• jira-service-desk
• permission

Hi, our current service desk solution allows copy&paste of images (screen shots) into the description field of a request. How can I configure this in JIRA Service Desk 2.0? It should work l...

• Question
• jira-service-desk

Dear all, I'm trying to setup Service Desk 2.0 for Evaluation and I would like to add "Company/ Group" as pre-filled values upon Customer Signup, so I can easily divide tasks based on the reporter -...

• Question
• jira-service-desk

Hi, by now the Service Desk 2.0 Portals (Help Center) page (Entry page for an overview of available service desks) is neither translated nor editable. Is there a way to modify this page? Is there a ...

• Question
• jira-service-desk

To add internal customers to JIRA Service Desk 2, is there anyway to do this on mass through LDAP or other authentication method that uses their existing organisational accounts as I don't want to ha...

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

Within service desk, creating an SLA for time to assignment has a couple bugs and I am trying to figure out a work around.  If you create an SLA for tracking the time to assignment, the only us...

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