Hi, for some reason recently our managers are not receiving email notifications when a ticket is created listing them as approvers. We think a setting may have been inadvertently changed by our ...
I have a customized SLA called "Processing Time (Actively Underwriting)" that tracks the time a ticket is "In Progress" (clock starts counting when the status is set to "In Progress" and stops counti...
We’ve got exciting news! Jira Service Management has passed the PinkVERIFY ITIL 4 assessment and as such, has been officially certified as ITIL® compatible by Pink Elephant, the world’s leading IT ...
I have dug around for this and cannot find an answer. I'm trying to bulk import issues and am using Story, Task, and Sub-Task as hierarchy so there is three levels of nesting. In my file I have Issue...
I'm trying to set up an automation rule for when a parent is done, move all subtasks to done too. Not sure how to set this up as my attempts are not working. Thank you
I am trying to create an automation that assigns a ticket to an Agent depending on the Request type the customer uses at the Portal. All of the request types on this portal go to the same Issue Type,...
So the difficulty I'm having is that I am working to create a JSM for our CS department to replace our current software. One feature they want to retain is that when a ticket is marked as solve...
I'm creating an issue collector to put on a company portal so users can get help with registering or using the portal. I'd like to gather the user's Name, Email and Phone, along with preferred contac...
Hello! I changed the content of the notification for when a solicitation is created, of a project which I am one of the administrators. Although when I created a new solicitation to test if it worke...
Hello, trying to notify team on the progression (status-based) of the children JSM issue. Assuming I have 2 child issues A & B with the link "is child of" my parent issue C. I would like...
I apologize for the plain question, but I have not been able to find a straight answer or video dictating how this is done. My organization is looking to move to Jira, and our help desk is really in...
Hello Community leaders, Legacy automation in JSD is not triggering the in certain interval timings. For example : last couple of days what I observed. The rules are stopped triggering around 6 :4...
Hi Jira Community, Use case: I create a Jira issue and I add a form directly to the issue via the "Add Form" button located at the top of the issue. After I have added the form to the issue, I want ...
Is there a way to share a ticket if a user is a read only user?
I have generated multiple API tokens to use as an extension in Airtable, however I keep getting errors in Airtable stating that the token is not valid. Airtable Support is telling me that this ...
Hey , I'm trying to add people as agents to particular service desk and after resolving bunch of problems with authentication etc i finally stumbled upon ['Invalid request payload. Refer to th...
I need an automation which does the follow: Trigger: Field value change in CHILD ticket Branch/related issues: Identification of PARENT through JQL Action: Update of field in Parent by doing an av...
We have what i am going to assume is a custom field setup which is called "Solution Group" when i try setup a custom filter as i want to have each solution group seperated out it then comes up with a...
Hello, We have set up Insight/Asset management for a customer so that they can register the layout and content of PLC racks or chassis. ObjectTypes such as PLC, PSU, CPU, Input Module, Output Modul...
Good morning! We have this situation... A user that was an agent for a specific Service Management proyect, now is no longer working as an agent and need to became a customer. ...
I'm try to lock all the fields when the status of the CR is transitioned to CLOSED. I'm using Automation rule to update the Actual End date, but it fails with the below details. Unknown fi...
This bothers our service desk users a lot, like seriously a lot. We did setup an email channel which our clients use to report incidents, defects, problems and questions; email attachments are used a...
We install JIRA SM DC 5.4.2 on centos7 use trial license. https://www.atlassian.com/software/jira/service-management/download-archives Then create a IT Service management project with demo ...
Hello my team maxed out the 30 SLA limit, Does requesting additional SLA goal to JIRA support requires payment? Thanks
is it possible to add more SLA even we reached the 30 limit? what are the ways to do it?
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