Jira Service Management

How can I set a ticket to be assigned to a specific group of agents? For example, if a customer on the site chooses "hardware" as a problem, that ticket should go directly to an agent group of hardw...

• assign
• group
• issue
• jira-service-desk

Hi, how can I copy the value of the Organization field into a custom field during the Create of a new case in JSD?? tnx, Uri

• jira-service-desk

Hello Everyone I have something weird here happening. I notice that the Administrators become automatically Agents in Service Desk!!! We are 3 admins for this site and we are taking 3 agents licens...

• jira-service-desk
• licence

Is there a 'timesheet' like report for work logs in service desk? We need a way to make sure all hours are in for the day, we have the option to log work running, but I am not finding a report of all...

• jira-service-desk
• report
• worklog

I have read through a number of suggestions on how to add the 'attachment' option to default field selection but the screen examples do not look anything like the screens I am seeing.  I am usin...

• jira-service-desk

Hi,  is there any pluggin that have a field within a ticket where the user can scribble a signature to receive and return a product?  

• jira-service-desk

When my SLA criteria is 'Start' on 'Issue Created' and 'Stop' on 'Resolved: Set', the Time to Resolution metric is visible to be in my associated tickets.   However, I want to stop the clock w...

• jira-service-desk

We are working with businesses as clients and for whatever reason they just don't want to setup their account.  In order to facilitate adoption, we would like to just be able to give them an em...

• jira-service-desk

I'm using Jira Cloud Service Desk.  I'd like to take an existing ticket in a given status  (say, In Progress), and have the act of editing the ticket to set the component (without commentin...

• jira-service-desk

Hi all In our Service Desk Project default priority is set to Essential as you can see in the picture. Now we would like to change the suggested priority to Minor. As I have read in several ans...

• jira-service-desk

Hello all, I would appreciate it if someone could provide assistance is mapping particular fields to particular screens. I may be missing something in the documentation, but I can't seem to do it. Fo...

• jira-service-desk

Hello, Does anyone know how to add a customised screen to a customise workflow?   I want to add a screen that prompts for additional information when a particular transition occurs. Thanks, ...

• jira-service-desk

Hi,  When my portal customers create an issue it is automatically assigned to an agent which is great. But how do I assign the issue back to the customer? E.g. when the agent needs more inform...

• assign
• customer
• jira-service-desk
• permission

Hello, I've been going through integrating our service desk (based on JIRA SD) and knowledge base (based on Confluence). So, I can see, that an the customer portal I can define exactly which article...

• confluence
• integration
• jira-service-desk

Basically when one of the customer starts to create a request I want Service Desk show similar existing issues.   Is there any way to do this?

• jira-service-desk

When I try to invite a person it says: "You can't invite people labeled "+ Agent" right now. An admin needs to grant them a license first. Please contact the system administrator." I removed a use...

• jira-service-desk

Is it possible to turn on and off a Service Desk banner announcement with automation, for example something like REST API? USE CASE: A server goes down, it automatically triggers a pre-defined bann...

• atlassian-support
• jira-service-desk

• jira-service-desk
• organization

I would like to enable users in Jira Service Desk to click a button (e.g. "Send to Engineering" which will then call the "Create linked issue" function where they can select a Jira software project a...

• jira-core
• jira-service-desk

 How do I update/modify the timeout period for for a customer portal session?  Client is receiving a notification that her user is locked out, event though it's not locked when her ses...

• jira-service-desk

Hi, I have a custom field of type single select list. The customer does not know how to fill in this field so I completely removed it from the customer portal and want to set a default value to it, ...

• custom-field
• jira-service-desk
• list

Hello, I would like to activate the e-mail channel so that people unknown to us can also use the service e-mail address. The requests from personally known and unknown customers should flow togethe...

• jira-service-desk

Our version is JIRA 7.5.0 I'd like to update the "default event user" in Service Desk->Project Settings->Automation->Change default event user. When I click on 'Change default event user', ...

• jira-service-desk

I am the admin and still i don't see the security option under system. We need to update whitelist with our domain in order to avoid CORS issue.

• jira-service-desk

https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-users-939926312.html In the section "Involve JIRA Software or JIRA Core users" it says: The users can't...Be assigned to a...

• documentation
• jira-service-desk