Jira Service Management

It's not clear if JIRA Service Desk includes knowledge articles in its license or I have to buy a separate confluence licence?

• Question
• jira-service-desk

We previously went through a POC of service desk on 1.x, while it was good it didn't meet all our requirements and the plugin was disabled.    Now, that we are on the latest version of ser...

• Question
• jira-service-desk

When working with JIRA Service Desk, I notice that some fields related to a ticket, such as "Priority" and "Description" are automatically displayed in the customer portal, in a section of the ticket...

• Question
• jira-service-desk

Hi, I have a custom workflow set up for "Change" type requests and was hoping I could use the new automation module to assist with a loop of service desk/customer comments similar to the built-in wo...

• Question
• jira-service-desk

Hello, I have two simple metrics in place - "Time to resolution" and "Time to response" and there's a scenario when "Time to resolution" SLA is paused because ticket is put on "Waiting for customers...

• Question
• jira
• jira-service-desk
• sla
• status

We have several service desks set up and one of them has stopped transitioning from waiting for customer to Waiting for support.  I have verified all the properties are correct, ...

• Question
• jira-service-desk

Can you disable Service Desk SLA feature for a project that only want to use the portal feature?

• Question
• jira-service-desk

The new agent base license model actually hurts us as a potential customer, if I understand the model correctly.  Is anybody who wants to edit or transition a SD ticket automatically an Agent? ...

• Question
• jira-service-desk

I have worked with someone about this a little while back but I can't find the info they responded with anymore. The issues I brought up have been resolved except for this one.   When a ticke...

• Question
• cloud
• jira-service-desk
• jira-service-desk-cloud

My issue over here is that I have a date type custom field on JSD customer portal. I need to link my SLA with this Date chosen be the customer. For example deadline SLA should be in sync with the dat...

• Question
• jira-service-desk

Changing from an issue type like "IT Help" to another issue type, say "Purchasing" does not reflect the new issue type status. This is true for all issue type changes. The Service Desk Request type ...

• Question
• jira
• jira-administration
• jira-service-desk

Jira Service Desk: I need to make different custom fields mandatory for different customer request types, for the screen when the issue is getting resolved. It means when I need to do the transition...

• Question
• custom-field
• jira-service-desk

We have created a custom workflow, with custom statuses to represent 2 different 'work groups': 1) 'At Support' (issue is with the Support 'work group') 2) 'At Tech Support' (issue is with the Te...

• Question
• jira-service-desk

We have a 10 JIRA's user and we need a Service Desk to 80 customer with 3 agents. In addition to 3-agents JIRA Service Desk licence, we must buy a 100-user JIRA licence or a 10-user JIRA licence?&nbs...

• Question
• jira-service-desk
• licence

Hi, Does anyone know how/what to configure the JIRA service desk Email Channel settings with an Office365 Shared Mailbox account? I'm aware that the server name should be outlook.office365.com but I...

• Question
• jira-service-desk

We like the SLA features of service desk, but prefer to keep using the standard JIRA screens, filters etc to work on our issues.  Basically, as the normal Jira issue/project management setu...

• Question
• jira-service-desk

Maybe i've completely missed something but I really need to have this sorted and I seem not to be able to find the answer.  I need to be able to group the service desk customers in various grou...

• Question
• cloud
• customer
• group
• jira-service-desk
• jira-service-desk-cloud

We have a new hire option on our portal and we'd like to include the name of the new hire on the ticket summary. Currently it's just called "New Hire" and we have to click and open the ticket to view...

• Question
• custom-field
• jira-service-desk
• summary
• title

Do all my team members need a Jira subscription to request a service from an agent in Service Desk?

• Question
• jira-service-desk

My company YPFB Corporacion is very interested in the acquisition gives the following licenses : 1 JIRA ( Server) Unlimited Users : Business License 1 JIRA Service Desk ( Server) for JIRA ( Serve...

• Question
• jira-service-desk

There is a "Time to First Response" SLA in Service Desk out of the box, but I accidentally deleted and am doing something wrong when I try to recreate it. Can you tell me the parameters of the SLA? I...

• Question
• jira-service-desk

Hi All, Linking confluence to Service desk is a great feature.As of now its it only gives us the topics based on the search.  But is there any way that we can have a link to confluence space K...

• Question
• cloud
• jira-service-desk
• jira-service-desk-cloud

Hi, in one of the summit videos I have seen, that searching the knowledge base in a customer portal also displays related request types besides the confluence pages. Unfortunately I don´t see them o...

• Question
• cloud
• jira-service-desk
• jira-service-desk-cloud

In general, my company is having a very difficult time setting up JIRA.  Right now, we're trying to figure out how to integrate JIRA Service Desk with JIRA as seamlessly as possible.  ...

• Question
• jira-service-desk

Hello, In the process of resolving tickets, sometimes we need to e-mail a third party. The list of third party contacts isn't always static so it may not be feasible to create customer accounts for ...

• Question
• cloud
• jira-service-desk
• jira-service-desk-cloud