Jira Service Management

Our customers use JSD as it should used. A customer belongs only one organization and by default, email tickets are shared to all his colleagues when he sends email.  We have some cases when ou...

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• automation
• email
• jira-service-desk
• organization

Hey community, Fresh here in Atlassian land. Can someone share what are the best practices around how you should segment projects in Jira Service Desk? For example - do you have a separate project ...

• Question
• jira-service-desk

I have two object type schemes, let's call them Venues and Assets. When importing objects into the Venues  scheme (from JSON), I want them to reference previously created objects from the schem...

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• import
• insight
• jira-service-desk

Hello Guys, I would like to discuss and share experiences about the possible integrations between: Gitlab and JIRA Software / Service Desk. I'm using the standard (free) feature to integrate Gitlab...

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• jira-service-desk
• jira

• Question
• jira-service-desk

Tengo el siguiente filtro y necesito modificarlo para que me muestre los datos resueltos de las ultimas 24 horas , marco en negrita la parte a modificar.    issuetype = Communication AND ...

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• jira-service-desk

I'm trying to configure my service desk. I wanna create a relationship between SLA and Calendar. For example: I have two teams and two differents UTC, I want to create a calendar for each tea...

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• jira-service-desk

I used to be able to see the work I had done in JIRA by clicking the activity button. Did that change with the new UI?

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• jira-service-desk
• new-ui-2018

I'm new with the Service Desk JIRA software, and I've recently taken over for a client who uses it to submit content requests for a website to us.  The issue is that I've been trying to set up ...

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• jira-service-desk

Alguém possui algum material, com o detalhamento do passo a passo para criar um projeto no Service desk?

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• jira-service-desk

Afternoon all, I am currently administrating our company's JIRA Service Desk deployment (Cloud) and was wondering if there was any way to directly alter the default 'New Customer Account' e-mail tha...

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• jira-service-desk

Is there an add on that can be used for the Cloud version of Jira Service desk so I can use a friendly url for each of my projects?

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• jira-service-desk

We are currently evaluating JSD to provide support to external customers, the majority of requests coming in via email (all good), and phone. Generally speaking, we are not in a position to create cu...

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• jira-service-desk

Hi, I am setting up an email channel, but have run into an issue with:  Invalid email address. Use letters, numbers, periods and underscores. That is because our email adress has the format: ...

• Question
• email
• jira-service-desk

Hi   We are using service desk for customer support and interaction. We also have a linked confluence knowledge base for the service desk project. All our customers are "portal only restricted...

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• confluence-cloud
• jira-service-desk

Hi,   How can I edit the invitation email? I want to insert another text and a hyperlink to our user guide. Please Help, thanks. Florian

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• jira-service-desk

Hi I use JIRA SD to send emails to customers. In most cases I have to reply based on a long email chain. However when I send the respond to customer with comments, it includes all attachm...

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• comment
• email
• jira-service-desk
• template

Hi I am using JIRA SD to create issues from incoming emails. The Request Participant field is simply not working for me. I want all users who are in the TO and CC field of the incoming mail to autom...

• Question
• jira-service-desk
• participant
• request

We are running a trial of Jira Service Desk. I have created and customized some queues by adjusting the filter for which tickets to display, and by selecting/ordering the columns to display. I also s...

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• jira-service-desk

How can I edit the text in the search bar of the customer portal?   It currently says 'Find help and services" but on the Atlassian documentation I have seen other text.   Thanks

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• jira-service-desk

We're using Jira for ticket / service desk functions, and CIC by Genesys for other facets of the system.  Jira uses JSON and RESTful service calls, CIC primarily uses SOAP calls.   I can ...

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• jira-service-desk

Hi all, I am currently using JIRA (UPG Account) and have a query about API’s within JIRA. Does JIRA have any API’s that can be connect to an external system to receive and send Data ? if it does, h...

• Question
• jira-service-desk

Hi all, I am currently using JIRA (UPG Account) and have a query about API’s within JIRA. Does JIRA have any API’s that can be connect to an external system to receive and send Data ? if it does, h...

• Question
• moderators

Can I set up more than 1 metric for a SLA. I currently have one for Time of resolution But I want to set up time to first response as well. Will this affect the first SLA metric? Thank you ...

• Question
• jira-service-desk
• sla

Hi, We're new in Jira and we are trying to figure out how we can generate or track a time logs on each ticket. I know there are some add-ons that will help us with billing and invoices but we would ...

• Question
• jira-service-desk