Jira Service Management

Exactly the title. How can I tell how many tickets came in from each method?

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• jira-service-desk

Customers cannot see Assignee of ticket. They could before but now cannot. What happened? Thanks!

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• jira-service-desk

 would like to write a script which calclautes the differnce between two date fields and display the result as number of days in a custom text field. Field 1 : start date Field 2 : end date F...

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• jira-service-desk
• scriptrunner

Hello, There are two suggestions for improving Jira Service Desk available at the Atlassian Support Site. If you are interested in these features, kindly vote. 1. View issue detail in the Service D...

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• jira-service-desk

Hi Support team, We are DMTLA and we have some concerns about JIRA and Service Desk. 1) We found that there is a detail of all the directories in JIRA https://confluence.atlassian.com/adminjiraserv...

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• jira-service-desk

This observation may not be a bug, per-se, but it's certainly something users will want to avoid. Some of our Service Desk inboxes have multiple aliases for the same box. For example: support@acme.c...

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• jira-service-desk

I've recently moved a support group from one Service Desk project to another. The switch over was facilitated by adding a "redirect" rule to Microsoft Exchange, moving the traffic over to the ne...

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• jira-service-desk

If we want to integrate our Octopus Deployment Server with Bamboo do we need to purchase a Bamboo Remote Agent for installation on the Octopus Deployment Server? Or does the Atlassian Add-On for Oct...

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• bamboo

Hello!  I am curious if there is an addon for Jira Service Desk that tells you an agent's availability when you go to try and assign them an issue. Kinda like this: https://docs.servi...

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• jira-service-desk

I'd like to setup some Automation Rules that only take effect for a specific request type.  Ultimately what I'm trying to do is send two separate emails to two separate groups when a specific re...

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• automation
• jira-service-desk

Something has changed in our Jira system recently. We can´t add a customer as a watcher to an issue. It says " The user "XXX" does not have permission to view this issue. This user will not b...

• Question
• jira
• jira-service-desk

JIRA/Service Desk Cloud I have built a Service Desk with five custom Issue Types and five Request Types, each comprising of mainly custom fields, but each Request Type has different fields. Thi...

• Question
• jira-service-desk

I would like to write a script which calclautes the differnce between two date fields and display the result as number of days in a custom text field. Field 1 : start date Field 2 : end date Field...

• Question
• jira-service-desk

  Hi We are using JSD but i would like to trace how much time my engineer took to pickup the call (start acting) after assigning the call and separate time calculate to capture how much time t...

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• jira-service-desk

I want to configure my 'Summarize the Problem' field to have the customers select main issues from a drop down list on this field, and according to the issue selected, provide a default urgency level...

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• jira-service-desk

I'm trying to set up a workflow where the service request ticket is resolved immediately (for simple or "walk up" requests.. I've set up the workflow as below:  With the "Post Functions" to set...

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• jira-cloud
• jira-service-desk

Hello, I have some questions and problems. 1) How can I configure my help desk system without port eg. Call 8080 or 7070 I have tried it but it does not work. 2) A technician has been trying for 7...

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• jira-service-desk

Hi, is it possible to show some or all issues to certain groups / users?

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• jira-service-desk

Here is a new workflow I'm building: For now I have a "Set Priority" status where the user manually sets the priority.  Eventually I plan to automate this based on Impact level. In either ...

• Question
• jira-service-desk
• workflow

Shown below is a workflow I have designed in consultation with my manager.  Having never created a workflow in JIRA before, I'm seeing some guidance.  Here are some specific questions: Is...

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• jira-service-desk

Since Jira 7.6.0, our customers sometimes do not get a notification if a comment is added to the ticket. I have not found anything in the logs and we have not changed anything on the workflows.

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• bug
• jira-service-desk
• notification

Can you add watchers by an automation rule to all new incidents?

• Question
• jira-service-desk

Hello everybody, I need your help to implement a time tracking function. Below the use case. We use a Jira service desk project (CLOUD version) to track and manage the change requests that an exter...

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• calculated-field
• jira-service-desk

Did this article help? Yes/No is the question on every article from the KB that is shown in the service desk. What happens to the results? How do I get insight in what the viewers think of my article...

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• confluence-cloud
• jira-service-desk

We have some larger external customers that wish to see regular reports of their service desk ticket statuses. So far the documentation I have seen for JIRA Service Desk reports is for crea...

• Question
• jira-service-desk
• report