Jira Service Management

I'm setting up a SD project which will be used for Technical Support for our products, and one of the workflows which is going to be critical is an RMA workflow. We do not want customers to submit R...

• jira-service-desk

Is it possible to create a report on Jira Service Desk issues that are currently "Unresolved" that have a linked issue that has been resolved (Done, Complete, Closed statuses)? Many thanks for any i...

• cloud
• jira-service-desk
• jira-service-desk-cloud

You used to be able to add multiple "WHEN" triggers for Automations in JIRA Service Desk, but I'm no longer able to find this option? Was it removed intentionally or is this a bug? The OpsGen...

• automation
• jira-service-desk
• opsgenie

We are trying to cleanup our JIRA instance. We would like to delete projects with zero issues and less activity. We would also like to delete some custom fields which are not in use. What are the opt...

• jira-service-desk
• jira-service-desk-server
• server

Hey all, I'm a fan of automation; if I could automate my journey to work so that I could just wake up at my desk with a fresh cold latte, I would! Mine is fairly simple. We have emails from th...

• automation
• cloud
• human-resources
• jira-service-desk
• jira-service-desk-cloud

Keep being re-directed to the Help Center, can't get to the normal ticket view at all!   Our licenses need to be updated in the next few days and it is very important that we get the normal vi...

• jira-service-desk
• jira-service-desk-server
• server

Hi all Does anyone know a way to grant one customer accont the permission to see all issues of his organization while the rest of the organization only see their own issues? Use case: One person of...

• jira-service-desk
• jira-service-desk-server
• server

Hello,  Service Desks SLA's (Tier 1 and Tier 2) aren't displaying on a Kanban card layout since the 7.11.X release.  Anyone else experiencing this? As we know you can only have 3... It'...

• atlassian-support
• jira-service-desk
• jira-service-desk-server

Hi,   We currently us MS planner to give us a visual representation of JIRA tickets, however this is a manual process which is not ideal.   Is it possible to create a KanBan board for t...

• cloud
• jira-service-desk
• jira-service-desk-cloud

Hi I am trying to configure Jira Service Desk for Incident Management. When analysing a ticket the work log provides insight in the timing.  Is there a way to export this??

• jira-service-desk

In a create screen I have many tabs, but they are not looking like a tab, they are just looking like labels in the screens, Find below screenshot for the reference. if possible  suggest ad...

• jira-service-desk
• jira-service-desk-server
• screen
• server
• tab

What are the tools and techniques you use to address Jira Server performance and outage avoidance?

• jira-service-desk
• jira
• jira-server
• jira-service-desk-server
• server

I am trying to import users (Read Only, with Local Groups) into Jira Service Desk.  I am using an Active Directory Security Group to determine who should be able to access the Jira Service Desk ...

• jira-service-desk
• jira-service-desk-server
• server

Hello, I know I can check the current issue type by using the following: if(issueContext.issueType.name == "Incident") {     //do something } else if (issueContext.issueType.name == "...

• jira-service-desk

Is it possible to add members to the organization via script? For example, via Scriptrunner?

• jira-service-desk
• jira-service-desk-server
• server

Hi all. I've just set-up service desk and most of my clients are still sending me requests via my work email and Trello accounts. I want to create these requests manually in Jira Service Desk, by ad...

• cloud
• jira-service-desk
• jira-service-desk-cloud

I'm trying out Jira Service Desk, and working through the (somewhat) helpful Getting Started sections. I've setup JSD as ITIL, as it's for internal users only. I want to get all our users (who h...

• jira-service-desk

Is there a way to use smart values with custom fields within the "Hidden fields with preset values" within Service Desk since we already have Automation for Jira?   Example: I want to set th...

• jira-service-desk

Hello, We already have license for Jira and we have a pack of customers. Can you please shed light on how we will be charged for this software? We will be charged for each account or we will be cha...

• jira-service-desk

I wonder about possibilities and potential use case for integration: - Ticket Mgmt in JIRA/JIRA SD/JIRA Ops - integrated with OpsGenie and monitoring - integrated with Asset Mgmt from Inisght - i...

• jira-service-desk
• insight
• integration
• jira
• jira-cloud
• +4 more tags...

Hi, Anyone else having issues with Jira Service Desk not allowing page scrolling when a customer taps on a datepicker field to select a date? We are finding that customers cant scroll the page when...

• cloud
• jira-service-desk
• jira-service-desk-cloud

...o open tickets. I also would like ALL customers to be able to post a "public" question where either community or our team will answer a public "answer". I see that Atlassian has Answers tools and a...

• jira-service-desk

Greetings,   Based on the following article, Service Desk Widget may be available only if the portal is login-free, which is not an option for us for far. Is there any option (or CR created) ...

• cloud
• jira-service-desk
• widget

Hi when i send e-mail to project A it creates a ticket and when i forward the same e-mail to project B it add a comment on project A not creating a ticket on project B? how i can avoid this?

• email
• jira-service-desk

I have a workflow where I would like the customer to accept and offer, hence transition the issue from waiting for the customer acceptance to start work. 

• jira-service-desk