Jira Service Management

I need to automate the triage of issues in the service desk by changing the request type through the (Cloud) API? I don't find a way to do that in the JSD REST API, nor in the JIRA REST AP...

• jira-service-desk
• rest-api

We currently use BMC Footprints for our Service Desk.  It has a built in Address Book that displays the userid, first name, last name, email address, phone number, city, state, zip, office locat...

• jira-service-desk
• jira

Is it possible to customize the content of the message that is sent when an alert message is generated?  For example, what the message I receive now is -  ACME Automation mentioned ...

• automation
• jira-service-desk

I have a workflow that displays transitions in the customer portal. For the transition titled "Update", I would like to expose additional fields aside from "Comment".  Is this at all possib...

• customer-portal
• jira-service-desk
• transition

We cannot get to the atlassian.com website. ISP says that traffic is blocked Prolexic - Prolexic is owned by Akamai and is a DDoS mitigation service that Atlassian most likely uses and is blocking o...

• connect
• jira-service-desk

Hello, I would like to use the intern comments with the other administrator for one project but I don't want the service desk team to see it. How can I do that? In the permission scheme there are n...

• jira-service-desk

Hi We're experiencing the same problem: https://jira.atlassian.com/browse/JSDCLOUD-2004 The workaround says to contact support.. What would be the solution? Thanks, Gustavo

• jira-service-desk

We use the service desk inside of our it department. when we get an email which does not belong to us i'd like to forward it from the service desk to an external mailbox. how can i do this? there is ...

• jira-service-desk

Hello,   We use a built-in JSD function to analyse our SLA. We have noticed that when we click on the value - (0), it brings up all of our backlog ticket that are breached but still open.&nbsp...

• jira-service-desk

Hi everyone, I am unable to delete any attachment of closed tickets in JIRA Service Desk even though I am administrator of the project and have the neccessary rights/permissions. A workaround is to...

• jira-service-desk
• server

Hello everyone! We've recently migrated from JSD Cloud to Server (Jira 7.41 and JSD 3.6.1) and noticed that there is no "Service Desk Report" dashboard gadget available in Server. The "Service Desk ...

• jira-service-desk
• server

I have launched Service Desk in my company starting last week. I have created customers and grouped them by organizations depending on their Teams. Now my customers are complaining that they dont ge...

• jira-service-desk

Hello, everyone. Today my big concern is usability for service desk agents. Can I somehow make all transition option visible on the screen - not via drop-down list (see the screenshot below)? Can I...

• developer
• jira-service-desk

I have created JSD Project and then change the Workflow (not edit) completely with other statuses. when i go to Request types Customer permissions Portal settings Email requests ...

• jira-service-desk

Is there a way to disable the notifications for when a ticket is changed in priority or status?  We want to prevent our helpdesk staff from getting an email any time the priority is changed and ...

• jira-service-desk

Hello!   When I update a status or sla time, some tasks are having their watches removed from the screen

• jira-service-desk
• sla

We're just getting started with your servicedesk product, and it looks really promising. We are however, faced with one issue. In the project settings under Customer Notifications, we've customize...

• jira-service-desk

I've just installed JIRA Software and Jira Agile (v. 7.4.3) and installed JIRA Service Desk v. 3.64. Everything is installed on CentOS 7 and both have been installed from command line (SCP'ed the bin...

• jira-service-desk
• jira-software

We would like to detail our support times and would like to report the status "open" of all tickets. Is that possible?

• jira-service-desk

I've setup 3 projects to deal with service desk boards across my company.  2 questions: 1. How do I upload a list of customers and organisations via CSV? 2. How can these be shared across the...

• jira-service-desk

Hello Community When typing a new ticket title it is possible to configure JSD so that there will be displayed know how from confluence. But what is about displaying in addition actual tickets rega...

• jira-service-desk

Hello Community   Is there a way to display the search part of the custumer portal for my customers instead of the common portal entry? Where I can configute that issue? Cheer...

• jira-service-desk

Hello Community Right know I am try to find out a way to display only the nessesary fields of a customer poral service request regarding the choice the customer did before. So I want to have a...

• jira-service-desk

I would like to correct english to czech translation for this line: "You are {0} user away from the maximum allowed by your license." on translations.atlassian.com. I search for separate words or wor...

• jira-service-desk
• jira-software
• translate

Hello, I know that with Jira Service Desk it is possible to define one e-mail for every service desk, and this is working pretty well. My question is to understand if it possible, also with an exte...

• developer