New to Service Desk (cloud). I'd like to create multiple service desks, one per client company (customer). I'd like to allow (designated) customers to submit issues via email as well as v...
HI Guys, Has any one had any trouble with the JETI addon when sending "internal only" comments the JETI addon will send an email to the customer via the service desk addon? It seems when the commen...
I'm evaluating Service Desk and I'd like to check my understanding is correct: 1. Only an Agent can edit or transition Service Desk issues. 2. I can add other JIRA users into the Service Desk proje...
Issue - In some cases when a user creates an issue and then removes his name as the assignee, the issue still shows up in the users assign to me filter. However when the user opens the work item, the...
I'm testing a JIRA project with subtask issue types, the project is setup to use JIRA service desk for users. when I tried to create customer portal for the issue types within the service desk,...
HI Guys, I'm trying to figure out how to add users to Service Desk (as Customers) e.g. via CSV Import. Somehow I don't manage to export / import a the file to db. Running JIRA 6.3.5 with Serv...
HI, Is there a mobile app for JIRA Service Desk customers? Most of our customers on the go and would like to be able to submit their requests via their mobile. I have found pocket desk for the servi...
We want a specific team member to be sent an email notification every time a Service Desk request is created or updated. I've had a poke around with Notification schemes and workflow, but couldn't fi...
Hi all, I'm trying to figure out how to change the workflow of Servicedesk to meet our needs. The problem I encounter is that I cannot find any instructions how to make more statuses for the custome...
I'm in the process of evaluating JIra Service Desk 2.0 and have a question: when I try to assign an issue to a user who is not an agent I get 'user cannot be assigned issues' , even though the user...
Hi everyone I have some questions about JIRA Service Desk Is it possible to use the current logon credentials as the login information in the customer portal? For example: The user is already...
Over the last 10-15 days, Service Desk (OnDemand instance) has been very slow to the point that fields with auto-complete time out and don't work and issues cannot be created. Why is this happening a...
Hi, I have a Service Desk with 2 request types (problem report and feature request). If a customer creates a problem report, how can I move this to a feature request? I can move the underlying issue...
we are are trialing JIRA Service desk cloud hosted. How do I clone a service desk project so I can set up seperate service desks without manually having to configure them?
We would like to add a CC field in the open ticket screen. Atlassian Support has it, https://support.atlassian.com/servicedesk/customer/sds/create/other. How can we add this? We ha...
Dear all, we are thinking about buying JIRA and Serive Desk, but we are not sure about following constellation: We produce a Software product in Germany and Support differen...
Hi, Can we set custom time band in Reports ? For ex: Last n days, Last n Months. Currently default JIRA service desk report options are: Past 48 hours Past 7 days Past 14 days Past 30 days Pa...
This issue is related to the pop-up window on service desk after entering a question and clicking the title of an article to see it. The application link is entered as https://ourdomain. However th...
Hi all. I am trying JIRA and I want that users doesn't edit issues, but can assign them to other users and also to make transitions (move the issue to another Workflow state). What are the permissi...
Hi, Here is my notification scheme Capture.JPG So my notification are sent to my reporter and to my support team only on Creation, comment, and reopened. However, when my support team comment a t...
We are a consulting company and have may clients. I need to isolate the different clients tickets from each other. Next I need to set ticket statuses such as waiting on parts, I was thinking ab...
We've upgraded to Service Desk 2.0.2 and began using the email submission feature. However, when users reply to the email notifications the comment in the issue includes the additional reply data suc...
Hi people, i have a service desk in which i have issues that have due dates in a few days (even weeks). These issues will remain untouched by a technician until a few days before that due date. I cu...
The Confluence knowledge base must be private, not public access. Can we license our Service Desk 2 customers who do not have/need a JIRA license in order for them to see knowledge base articles?
does it require Confluence or JIRA Service Desk alone to have knowledge database available for agents that is related to support tickets?
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