Hi, A bit of background: I have a SLA "Time to in-progress" that measures the time until a ticket is being worked on. This SLA is used to report to a client if we met or breached how many e...
When A User Open Jira Service Desk Project He Can The Queued Issues , If I Want To Create Custmor Portal For All Clients I Have , They Can See All Issues Created , Its Not Secure For My Bussnis ...
Hi all, is it possible to get an E-Mail notification from the Jira Service Desk (maybe to our Support E-Mail Adress or the myself) when our Customer created a new Ticket? I ask this because we do n...
Hello All! As for now - I use a free version of Jira Service Desk for tracking my Customers' requests. Recently I moved from 10 bucks on-premise Jira SD to Cloud version which doesn't support the "W...
Hi together, just a quick Question: Can't find the Components Settings explained in https://confluence.atlassian.com/adminjiraserver/managing-components-938847187.html rsp. https://confluenc...
We have multiple service desk projects each with its own agents, knowledgebase, privacy settings and configuration. But the end-user is common. So we don't want our customers to use multiple customer...
Hi, I want to manage the support for two companys and have the following problems: When I create two ServiceDesk projects and the customer creates an account, they have access to both projects. So,...
The support desk manager can use the @ to mention people, but me (tester) and developers who handle the tickets can't. How can I point the support desk manager (who's also probably the admin) in...
I would like to hide/archive a next-gen project. According to this documentation: https://confluence.atlassian.com/adminjiracloud/creating-editing-deleting-and-hiding-projects-844500729.html, I ...
I'm trying to create a JIRA Automation rule that triggers a set of actions, based upon what the user puts into a custom field, which uses the Cascading list selector option. When I try to do this, th...
Hello all, We created a next-gen Service desk project (portal) and we want to use Automation for Jira to clone issues from Jira Service Desk to Jira Software (next-gen) project. When we create the ...
Good afternoon I created a field in JIRA service desk, added it to the workflow, but would like to know how I release it to appear on the customer portal?
I have a few custom fields that my team feels need to be changed. For example one field is currently a "Label" field. We would like that field to be a "Single Line Text Field". Since i know that ther...
Hi all My team supports two kind of customers: internal and external customers. The internal customers are devided in different departments. Therefore I created for each department an Jira Service D...
Hi, I am writing Post Function script to set value of system field based on other two custom field values. I have 3 fields America, India and Europe America is Cascaded Single Choice ...
Hi All, i am in very initial phase of migration of Microsoft SCSM to JIRA ServiceDesk . Any suggestions on initial question about migrations or any best practices which you follow will be he...
Is it possible to give the users a ticket number?
We have a customer that also uses Jira internally to manage their internal tickets. When she tries to access our Jira Service Desk with the same email she receives the following message: "Your...
Can they send an e-mail that will automatically log a request, or do they have to log into the website
Hi!, i have a question related with the search funcionality using JQL, on all Organizations defined in my Service Desk Project, i put a custom attribute "IDORG", and the question is, it is possible m...
Hi All, We're setting up a Service Desk for customers with a workflow to keep track of the progress. However, customers would see all steps, including the internal statusses. But we only want t...
Hi to all, our "Customer Notifications - Public Comment Added" is set (per default) with "Customers Involved" as recipient. Unfortunately, any public comment added to the issue is notified ONLY to r...
Hello We want to connect Jira Service Desk and Slack (or similar tool) in a way that the agent can start a chat discussion with the customer so it will be discrete and isolated (so other custo...
Hello, I would like to send an e-mail to one user when created issue is an incident (with specific title). I check in automation rule, but I can only send e-mail to customer. How...
Hi, I´ve created a couple of service desks yesterday and set up some users as "agent", which is what I wanted to do. However, I must have also set them up as "customers" therefore they seem to have...
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