HI, me and my college used to be able to change status from the service desk summary screen without going into each ticket details. Since last week we can not do that. we have to each ticket one by ...
I have admin privileges, but I can't see anything under Jira Service desk
Automation for Jira loads fine in my company instance of Jira, but in my free-version I'm trying out for home use, it just gives an error. I didn't see any restrictions on automation at a glance in t...
Hello guys, I have a question around automation. I have a workflow that has 3 statuses that all need approval by 3 different people. Looks like below Tech Appr...
Hi, I have a next-gen service desk project and I am trying to setup workflow validation for a transition. when I go to the project settings > Request type > Email request and then I click...
Hi, Is it counting the event in the backend when the "Share with customer" button is clicked? Or, is it counting any instances where the unique KB URL is present within a comment? If the later...
Hi - my team is new to Service Desk. We are implementing a customized Change Request from for a new CAB process. Question: does Service Desk allow us to report off certain fields in...
I need to create specific reports which are different than the system delivered options. Is there a way to do this?
I have set up automation (Project Settings > Automation) setting to notify users when a new issue is created. Once a new issue is created, I have set an alert to go out to 3 people. But t...
Short question: How do you check that a comment is a primary action using automation for jira? I'm trying to recreate a standard jira automation using "automation for jira" but don't know how t...
I have followed the steps in this article: https://confluence.atlassian.com/servicedeskserver/example-creating-an-sla-based-on-due-date-956713305.html But Due Date does not appear in the SLA metric...
I am trying to find the setting that controls who sends the internal comment when SLA alert is breached. Thanks.
Hello, our support team supports three different products (including different features), we mainly handle bugs and change requets for all three of them though. We were wondering whethe...
Please could advice be given if the following queries are possible, if so, please can detailed information be given for each; 1. Is it possible to automate reports, so that they don't have to be man...
We have implemented Jira Service Desk with a Knowledge Base configured to one of our Confluence Spaces. We have enabled anonymous access to so anyone can view the portal and browse through the suppor...
Boa tarde, Vi no vídeo "Atlassian ITSM Demo Series | Request Management" (https://www.youtube.com/watch?v=dBvHe_Q36g4) que é possível colocar um artigo como sugestão dentro da formulário do serviços...
I checked the required box next to the fields (in Field Configuration) and change it to REQUIRED but the red "*" will not display on the board. Please help with next step by step. Im still...
Recently, all newly created issues in Jira Service Desk Cloud (which come in through Email) have been set to priority "Trivial". How can I see or change the default priority? I have looked at ...
How to set up multiple service teams in the same project? I need several teams to work within the same project, however, each team with its specialty. Is there a standard field in JIRA to determ...
Hi all!! good morning!! My partner is trying to get a list of all external customers in service desk, but he can't find the way, neither do I. Can you help us? how can we get this lis...
Hi there. Suddenly, the edit ticket page for our Service Desk project turned into an awful, unreadable mess of fields we do not use, and the ones we do, are not there anymore. The screen looks clog...
Is it possible to show a script to guide the customer when he is registering a request? For example: When the customer fills in the product field as XXX then presents him with some additional inform...
Hi , I am using Automation plugin, I want to add a default attachment every time we are sending mail through automation. Could anyone help me with this? or else if any other option is available.&nb...
Hi Can I create custom fields for customer registration? Fields like phone, address, contract code. Thanks.
HI Team, Please provide us the IP address we need to configure for DKIM update
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