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...
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, ...
Can you disable Service Desk SLA feature for a project that only want to use the portal feature?
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? ...
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...
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...
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 t...
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...
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...
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...
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...
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...
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...
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...
Do all my team members need a Jira subscription to request a service from an agent in 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...
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...
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...
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...
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. ...
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 ...
Hi, I disabled several projects (outdated projects that I don't want to see in the general project list). As a result of it all filters that have these disabled projects in them return 500 error p...
Agent can do comment for internal person as well as external person while doing workflow state transition. But right now Agent can't do comment in both tab at a particular stage of the workflow at a ...
we are evaluating to use atlassian service desk , we have an enterprise account with google docs, so we would like to use the same as knowledge base. is there any way that we can hook it apart...
Scenario: Customer X only has access to the customer portal, creates issues often. Issues for the same customer are also logged by agents into the service desk. Customer X is assigned as th...
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