I would like to escalate a incident to a operation group since I do not know who are working at that timing. However, I can see only people's name in escalation targets. How can I escalate iss...
Hi all, Is it possible to serve up a video on the request page where a customer is raising a support issue? We have some resolutions for customers to fix their own issue if they watch a vid...
I have a situation like this I can't export ticket from jira. When i click export it only show up like this Please help !!!
Actually i want that while i receive any ticket in jsm from the connected email account with jsm , then based on the state name (abc_delhi@gmail.com) present in the mail address it ...
Hi. I need to find specific objects in Insight (Assets) which contain a specific word in the comments. Is it possible to query the object comments, using IQL?
We leverage the same Queue to allow integration with several slack channels. Because of this, we would like to know which slack channel the ticket was created from. Is it possible to get thi...
I have an automation designed to add a specific approver based on what the requestor selects from a dropdown list. However, its failing with this error: I think the Actor can't read from t...
For our agents, we have an extensive knowledge base built in OneNote we are working on building in JSM. This is to help them troubleshoot issues internally. They are adding the articles t...
In Insight, we defined an object 'Systems' which have a 'Support Team' attribute. This Support Team attribute is a User field with cardinality of 'unlimited' (i.e. a multi-user field). In JSM, we ha...
Hi Community, I am fairly new to Jira. I am trying to update an existing project workflow. I added a new inactive workflow by choosing Issues from the settings icon followed by clicking on the workf...
Hello, Kind of a basic question here I think. We have a larger project that we want to be able to accurately track our closure time and get proper reporting etc. Anyway the idea is that I would lik...
Hi all. As you can see I've got an Object Type called "Localizaciones". After I've improted a csv with some objects, instead of create them inside it, it creates a new Object Type called "Export_Lo...
I'm needing to create queues for issues created during 3 working shifts. All issues created for: 1st shift (5 - 15:30) 2nd shift (9-19:30) 3rd shift (18:30 - 5) Any assistance would ...
Hi, I'm interested in adopting the use of QR codes from the Insight Cloud CMDB. But, I am unsure of the best way to convert this sheet of QR codes to a bunch of individual labels to affix to my devi...
I am setting up an internal service desk for employees to report issues/problems. What is the correct way to ensure that they have access to the portal but they aren't able to view the issues in our ...
I created a Form using conditions and then linked newly created Custom fields, however the sequencing was out of order for the "IS ANY OF" section.
I'm on the server version of Jira. My outgoing mail is set to jira@domain.com. I have setup a second service desk. I want customers to the second service desk also to reply on the mails they get...
We want to edit the subject line on something like "APPROVAL NEEDED".I edit notifications via "Customer Notifications" but the editing subject option is not there. I don't want to change templates. ...
The organization has 4 distinct teams that use the same ticketing portal to submit requests. We have 4 Service desk projects created, one for each team, and each with their own email ingestion addres...
Hi, I have a rather simple question. I setup Incoming Email and now a sender can open a ticket in Jira via email. But no response is sent back to the sender with the ticket id. Can you help me sort...
Hello. My goal: to create a custom widget that any user without login to a system could create an issue to our company service desk project. Currently: We are using embeddable request wid...
Hi, We have a client who uses Jira, like us. The problem is that we receive all automatic acknowledgements, generated by JIRA, from its recipients. What can be done to prevent this from happening a...
Hello, I wanted to know how to add categories like todo 3 and done Thanks s
hi, I would like to know if I can change the workflow from an existing request type to a new one. The process im following now is basically create a new request type, new workfl...
For some reason, I have a Locked field called Start Date. I assume this is a standard field. However, when I remove it from screens, it just reverts back to being visible. Any ideas?
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