Jira Service Management

I am using the service desk in Japanese. We derive the results are linked to the knowledge-based service desk, but do not provide satisfactory search results. About this unsatisfactory re...

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

Hi, I'm trying to set up mail handlers that will auto-assign a created issue to a specific project based on a label in GMail. Right now I have two handlers set up - a General handler that will au...

• gmail
• jira-service-desk
• mail-handler

Hi there, I am in the process of setting up JIRA Service Desk for an internal Help Desk and I was wondering if there is a way to paste a screenshot into a request using the cusomter portal? I kn...

• jira-service-desk

Hello Everyone, We've recently started using Service Desk and it seems ideal to create a simplified portal for customer issue entry and updates. However, we have been unable to find any documentati...

• jira-service-desk
• moderators

I love the SLA capability, but it just isn't working for our organization. We don't run a 24-hour support desk, so when a request comes in after-hours, it always violates the short-term SLAs (like "T...

• jira-service-desk

Note : This is a seed question from the JIRA Service Desk team. *** Update: JIRA Service Desk now has a public REST API, see the release information below ***  We're delighted to announce t...

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

Since the Service Desk does not allow Javascript or any other custom fields that are contingent on other fields, could we use the workflows to create more complicated form structures so that requests...

• jira-service-desk

We are using JIRA to intake requests to manage an editorial calendar. 1. A submitter through Service Desk should be able to see ONLY their own issues. 2. Ideally I'd like to create a group that...

• jira-service-desk

I too have the question that Walter submitted. " is a user that logs a request needs to be part of the licensed Jira user on the Service desk system?" Jim Ramirez

• jira-service-desk

Jira Service Desk how to set the SLA timer to be in minutes rather then hours? e.g want to have first response 30 minutes rather then the current option of selecting 1 hr. Seems you can't use decimal...

• jira-service-desk

I'd like to keep the JIRA default notification rules. How do I disable Service Desk notifications?

• jira-service-desk

We are already using JIRA OnDemand since long. Have been exploring few ticketing systems (till now Zendesk coming out as a winner). But seeing Service Desk, we surely like to explore and subscribe ...

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

On Demand - When I add the Road Map macro to a Confluence Page and select all projects, I do not get any results. How does a project in JIRA need to be configured in order to showup on the Road Map?

• jira-service-desk

Atlassian has acquired VertygoSLA from Valiantys. It is incorporated into JIRA Service Desk. Is it possible to use Jira Service Desk SLA modul as in VertygoSLA (without creating customer portal, Se...

• jira-service-desk
• sla

Is possible to hide (limit access) Service Desk menu for users who don't use use Service Desk functionality? Or at list hide Create Service Desk Request link? It is confusing for them as they are u...

• customer-portal
• jira-service-desk

I noticed that Jira Service Desk has a new GUI and that is not possible to use javascript code added in field description. It is also not possible to use Behaviours plugin scripts in the new forms. ...

• customer-portal
• jira-service-desk

Hi folks... i wonder why activating Service Desk overwrites the create buttons color that was previously set...

• jira-service-desk

We'd like to use Service Desk for a University help desk but there are a few limiting factors. There isn't a default way to create an issue for a customer, for one. For another, we have something ...

• jira-service-desk
• licence

Hi, our dev teams use jira on demand, and our support teams use Zendesk for public facing customer support. Can I replace Zendesk with the new service desk offering?

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

Hello my name is Diego and would like to make a query that is to return me crazy, I brought up the scenario: I use the tour as a support tool alone then send me an e-mail. I would like that when ...

• jira-service-desk

With different issue types we have put in place different SLA's. I want JIRA to manage the due dates for the SLA's based on issue type. For example when someone creates an issue with issue type Quest...

• field
• jira-service-desk
• read-only

I created several users with the my email address. The first was noaa.test.user. I was able to submit email through the email handler and not surprisingly the reporter was noaa.test.user. So I rem...

• cloud
• jira-service-desk

Hello, When we make limited visibility comments we expect to get email notifications but we do not. Please advise. Thanks, Kirill

• comment
• jira-service-desk
• notification
• visibility

If i add comments to a closed support ticket, asking for it to be re-opened, will someone in support see these comments?

• atlassian-support
• jira-service-desk

My screen has the CC field. The CC field has that screen assigned to it. When I add my name to the CC field and enter a test comment in an issue and click Update button, I do not receive the email. ...

• email
• jira-service-desk