I've already followed the following article and added every group and every person, including the 'service desk team' to the 'issue created' notification in the default notification scheme, none of u...
Good morning community. A pleasure! I am new here and I have a question to ask you and I hope you can help me. Sorry for my not so good English. I am using Jira Service Desk and I have the followin...
I have IT staff. I would like this IT staff to log trouble tickets, see all the projects that my company has on JIRA, be able to look at the different queues, add customers, etc. Should I put this gr...
Hello, we have a Jira Service Desk project for customer in different languages. The issue status were created in German, but are also translated into English. If a customer with language English v...
I am currently evaluating the Charts and Reports add-on for Jira Service Desk. They tell me that in order to see the data through the portal I need to tag my issues with an organization. ...
I want to Add a Mail Handler for a Public Folder (Exchange), but I'm gettint the Error that he cant find the Folder. How do i declare the Folder Name for a Public Folder?
Hello , Based on HR boarding(Request type) details ticket will be created in HR Recruitment(Request type) from customer portal . How to link these two tickets automatically , Can any one help with a...
In the CSV format date are not matching and importing wrongly..., facing issue with time format
Hi, How does one set that all links in tickets ust open automatically in a new tab?
Hi, I need to add some customers to JIRA as we need to assign them issues. I what I understand is that they need to be than an agent and the customer access is not enough. The problem ist that I do...
Dears, Am not able to create a filter on level of Insight Custom field. My status is that i have active Account. each account contain a category. Category is an object under insight, i have sub obj...
Good day! We have Jira Service desk configured with multiple projects. The problem we are currently facing is that customers with no additional licenses are able to "Share" their calls with anyone w...
We're planning to remove from JSD from our JIRA instance. - https://<host>/jira/secure/project/ViewProjectRoles.jspa Now, I would like to know if those project roles created by JSD wil...
Our JSD workflow is Open - Waiting for Support - Investigate etc. We use the Waiting for support status to triage the issue. Once triaged we assign to the appropriate team for Investigation. We prefe...
During our testing of JSD, we discovered that a customer was not sent a notification to join JSD after we had created her as a customer. The problem is intermittent. We have setup other new customers...
As per picture i want to change the Issue type from Support to Customer Compliant. I cant seem to delete the one that is there or change the issue type. Thanks for any help
I have setup a couple of basic SLA's, however, the dashboard widgets "SLA Success Rate" or "SLA met vs breached" will not populate (they are empty) I have attached picture of one of the SLA ...
Hi there! Some our clients would like to receive a weekly report with following information: - SIA Number - Client - Summary - Reporter - Time to resolution - Time to first response Is th...
I want to know if I can uninstall the add-on during the free trial if my team and I believe it is not necessary for us.
Hi there, We have predefined first time to response and time to resolve which our agents have to make. Time zone, working hours and public holidays are set in SLA calendar. However, after hours a...
I have created a project in Jira Service Desk. The project has forms that people fill out to purchase items. The workflow is pretty standard moving from open to approved to in progress to...
Hello, Two of our service desk team members are always redirected to the service desk customer portal whenever they log into their accounts despite having a "Service Desk Team" Role. At the moment, ...
Hi , We are using Jira Classic Service Desk. Currently, Our customers can logon to Customer Portal but they can also view OTHER Project lists. We want to restrict the customers to view only t...
Currently, when a customer raises a new issue in JIRA Service Desk, the subject line of the notification email is [JIRA] (Reference ID) Issue Description Is it possible to edit this email not...
Does anyone know an option to show/write specific ticket information (e.g. Summary and Reporter) on a Confluence-Page, that every Confluence-User can see this information even though he/she has no pe...
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