Jira Service Management

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 ...

• 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
• 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

Hello,   I am about to upgrade from Jira Service  Desk 3.2 to Jira 3.9. I have som add-ons that I have not renewed my licence. What happens with them? Can I upgrade them? do I lose compat...

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• jira-service-desk

Hi, We will be moving our JIRA Cloud instance to our own server in the near future. I read that this resets the passwords of all JIRA users, but does it also reset the passwords for the accounts our...

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• jira-service-desk

As Service Desk Administrator, I want to invite an user. I select "Invite Team", I type username  I select the user on list I push Invite And JIRA responds "Unable to get user" This...

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• jira-service-desk

Hi. Is there anyone stuck in this issue at the moment? I cannot setup my outgoing server with the Office 365 account. TLS is chosen already. An error has occurred with sending the test email: co...

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• jira-service-desk

Due to a company split, we have some users who were active Jira users, but are now deactivated, that I want to add to Jira Service Desk as customers. When I try to do that I get an error message sayi...

• Question
• jira-service-desk

Hey folks, I'd like to have solved the following issue: In our company we compose certain products/service with regard to predefined deadlines (e.g. end of month, quarter, year). In this process va...

• Question
• jira-service-desk
• sla

Hi all, well, does the jira service desk have a search field to find the tickets in a faster way ?? EX: I want to find all tickets of the client "X" whatever their status, open or closed, etc. If yo...

• Question
• jira-service-desk

I'm looking for a way to make a Request Types visible to only a specific subset of Customers in my Service Desk.  If it can be done by Request Type Grouping that would be ideal.  What is th...

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• jira-service-desk

Is there a way to search for issues whose status has changed within 5 minutes? Not within the LAST five minutes, but were closed just within a five minute period - NOT a specific date range. &nb...

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• jira-service-desk

How can I configure the status change updates for the Client Portal tickets? Thanks

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• jira-service-desk

I want my own template to be implemented for customers e.g. When i add a customer account, a mail which goes to customer's email id with Username and password, that email i want to customize in our o...

• Question
• jira-service-desk

I want my own template to be implemented for customers e.g. When i add a customer account, a mail which goes to customer's email id with Username and password, that email i want to customize in our o...

• Question
• jira-service-desk

Hi there, I simply managed to pause SLA timer on specific status. As the status "Pending" has internal and external reasons, I want to pause the SLA only for external "Pending reasons". Unfortunate...

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• jira-service-desk
• sla

Hello! Help me please,I need to add column Priority to grid(for example in screenshot). How to do it?

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• jira-service-desk

Hi,   I need reports on my SLA goals, but these SLA goals have JQL filters (other goals needed per priority). I consulted the documentation, but it says: LA goals use overlapping JQL fil...

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• jira-service-desk
• jql
• report

Dear, I would like to know where 2 configure a screen for an external Manager so he can see what his employees added for issues. He needs to see all open en closed issues from his employees. Best r...

• Question
• jira-service-desk

Hi everyone, I already asked a similar questions some days ago, but now the specifics have changed a bit and I would like to rephrase. The problem we have is that we cannot allow all customers from...

• Question
• jira-service-desk

Hi , I have Jira Helpdesk Server version and I want to migrate it to Standard JIRA Server version.  I'm happy purchasing a new license.  I want to make sure I don't lose my exisiting task...

• Question
• jira-service-desk

I would like to get the current date and time when changing status, like when the Agents assigned the ticket, assigned date and time is also captured. I think I can achieve this through post functio...

• Question
• jira-service-desk

The content of the email that the client wants to receive is the whole trail of comments between the agent and the customer. I am thinking that every comment is stored to a field and add symbol...

• Question
• jira-service-desk