We've recently started using Jira Cloud Service Management to run our helpdesk. I am using the Teams and Outlook add-ins so that when users send a Teams or email message I can convert it to a helpdes...
...true customer/end-user has no hand in. Because of that we're running in to some resistance to using the portal. The agents would need to jump back and forth all the time to create s...
Hi all, how can i find out the SEN of an inactivated JSM trial? KR Adi
Hello everyone! When I try to include a user in a group I get this error message, but the strange thing is that so far is the only one that has given me error, of others that I have included, do you...
Gooday Community we have set up the email request and the actual portal, My issue is that when an agent replies to the customer ticket on the customer email the comment is coming as [Hidden]. ...
Gooday Community we have set up the email request and the actual portal, My issue is that when an agent replies to the customer ticket on the customer email the comment is coming as [Hidden]. ...
Good day everyone. I hope al is well. I am not sure if this is possible however here goes. We have multiple projects setup in our organization. Each projects has its own suppor...
I'll be using Insight objects to help my servicedesk set reporters & organizations for their tickets (and include meta data). These fields will be filled in from the portal. however...
Hi, How can I change the layout of the forms such as 'report a bug', 'suggest a new feature', 'suggest improvement', etc...? I would like to add custom fields to them. Thanks, Lucille
Hi All, I get separate emails about each and every updated field when a ticket is updated. For instance one for the time logged, one for the status change, one for being mentioned on the ticket and ...
When new tickets are created, they are moved to the bottom of the Backlog and that is fine. In case of Cloned issues, we want to have them moved to the top of the Backlog. We haven used some automa...
...ollapse_discussion=true&search_type=thread, but our 1 customer can't get customer notification. I confirmed some points but is there any additional points to check? And is there any way to see a...
Hello Community, I would really appreciate some advice on this case. It is regarding a medical device company that provides customer support for users of these devices via JSM. User...
Hi All, We are looking to set up a filter where the client sent the last message, which is kind of the same as it wasn't from us. It's pretty important for us, as quite a few messages got miss...
After migration previoulsy reported tikets not showing under the queues but showing all issues but why its showing under the issues , Wy its not showing under the open tickets ? I have checked all t...
Hi Community, I want to configure the dropdown on the Request in my Service Desk portal. BC Invest and All allows any customer to view all submitted tickets and I do not want that. How do I ...
Where to find my username
Hi there, I have an automation that runs daily and leverages this JQL "status = "Waiting for customer" and updated < -3d" What I would like though is to only check on business days and not...
Hi all, I have an automation that creates a linked issue in a procurement project. What I would like to do is have the issue.key from the parent issue updated into the label of the linked issue.&nb...
Hello I am trying to create customer accounts for all of our users from Active Directory, but not sure how to do that. Can someone please send me the link or process. I have tried searc...
When creating a demo form, I choose templates which have radio buttons included in the pre-formatted template. If I create my own radio buttons (see Confluence access removed section in the second sc...
Hello comunity, I am new to Jira Service Desk and i wanted to know if its possible to map a company process into a WorkFlow. For example if the Process is to Buy a new Coffee Machine we need ...
We've just recently set up an Object Schema in Insight and as of a few days ago, the Connected Jira Issues search allowed me to search for and find tickets to associate the assets to. Today...
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