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Jira Service Management
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I am trying to find that how much time it takes for an issue to resolve.. for that i need the resolution time.. I want to compare resolution times of issues per week..But I am not able to find the va...
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Hi, Does anyone know why the screenshot within the notification email can´t be displayed correctly? Thanks, Gernot
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I am trying to find the request type and I found it in table AO_54307E_VIEWPORTFORM (eg: password reset, application error). I need to know that count of issues in each request type.. To count t...
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Hi, We have a few months Jira Servicedesk installed, and so far everyting runs smooth and fine. Today i was called by a customer, and he said to me that i didnt respond on his ticket / emai...
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We have the default "transition on comment" rule enabled in our service desk (version 3.8.1). If the customer adds a comment using the portal the issue status is not immediately updated; the status s...
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currently we are testing JIRA service desk for multiple service groups/Component/Dept. At a time service request should be handled by single service group/Component but currently in components user c...
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Currently we have multiple service group/Component/Department configured in JIRA service desk and also configured Queues which display how many calls are pending with each department but we want to r...
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We are at end of JIRA service desk testing but email mapping for Escalation is show stopper for further license procurement. Currently we have set 3 escalations stages in JIRA service desk and call ...
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In service desk, if a permission scheme is changed, the system gives you an obnoxious warning about permission changes and the ability for project admins to change it with a click. Is there a way to ...
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Is it possible to generate sub tasks off of a service request? For example, if our HR department were to request a name change for one of our employees, how would we go about creating multiple tasks ...
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in automation, in the WHEN condition I need to be able to define longer time periods for notifications, since only 60 and 30 minutes appear. From where can you change these options?
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Hi there, We are working towards trying to move our Helpdesk system to Service Desk and ran into an annoyance. We have linked a confluence space as the back end KB which works relatively well....
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Hello! We are in the process of setting up and HR portal, this portal will require 5 levels of approval from various managers in our company. One of the conflicts the business sponsor brought up is...
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I have read the documentation about sharing an issue and I can't find the button to share an issue with another JIRA user of the same project. Also I can't share a comment with the "@" option....
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I need to set up an email to agents when an issue in some step has expired its sla Regards, Angela
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Can we map custom made screen with customer portal ?? If yes then how to do it. If not then what is the alternative way of doing it ??? Please revert soon.
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Hello Is it possible to log when an agent has opened a ticket? Kind regards Martin
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Hi guys, we at the moment use the ServiceDesk Version 3.5 Is the Appoval Function included? If not, is it actual included in the actual Service Desk Server Version? Thank you for yo...
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How to change the email subject of emails in a project? It seems that i wanted to change the email subject for sending emails requiring approvals which should not be the same with all other email not...
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How do I disable "Find Help Forms" in customer portal page? We will not be using it for our current setup
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I have JSD version 3.8 installed and I found, in the JQL autocomplete, these two functions, probably used for SLA metrics: outdated() withinCalendarHours() For the last one, I found an issue opend...
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Hi, I want to force end user to receive the notification from JIRA. Seems that end user will not receive the email after they clicked "Don't notify me" button via customer portal and no any ...
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We have a business group that has inquired about utilizing JIRA service desk to create tickets but these would be created from a report that would be refreshed each night and then items on that repor...
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Hello fellow Atlassian peoples! We are looking to implement an HR portal that will handle personnel action requests, as such this portal will contain sensitive data so we are wondering what our opti...
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As with many software and service vendors we have a public website and online tutorials and user content. We would like to integrate the search within service desk to include both content in JIRA S...
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