Jira Service Management

Do I understand correctly that support agents (= have service desk license) can create „linked issues“ to collaborate with developers (= JIRA Software users; they have no service desk license), but t...

• jira-service-desk

JIRA Service Desk: Is it possible for agents to track the time they spend working on a ticket / issue (f.e. by using start and stop timers)? We want to create time-spent reports for each organizatio...

• jira-service-desk

If I assign a priority to a case the case is assigned a 'fixed' resolution and I cannot change the priority 

• jira-service-desk

All.   I need a help on 2 issues/tasks that needs to be performed in JIRA Service Desk 1. Delete the Junk Tickets without affecting configuration,Workflow,Users Details etc, 2. Change Projec...

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

If I assign a priority to a case the case is assigned a 'fixed' resolution. 

• jira-service-desk

Search in Help Center doesn´t find any issues although the according project queue does. Not working for user nor admins...

• jira-service-desk

Dear all, I d'like to ask for support. I did the filter "SLA breached" parameters of the filter are in the printscreen "filter". The output is a graph with an overview of the breached issues-...

• jira-service-desk

Hi All, Current service desk request forms distinguished mandatory and optional fields by marking optional fields as (optional). Is there is a way to mark mandatory(required) fields with an astric...

• jira-service-desk

In the Sprint Health Gadget, there is a percentage for Time Elapsed. How is this number calculated and what exactly does it mean?

• jira-software

Our customers (= organizations) have signed different support contracts.  Our response times for incidents/service requests and the working hours of our support team (f.e. weekend service ...

• jira-service-desk

Hello, I already found the answer that I sadly can't merge tickets. https://community.atlassian.com/t5/JIRA-Service-Desk-questions/How-can-I-merge-tickets-in-Jira-Service-desk/qaq-p/461971 Is it a...

• jira-service-desk

I found a article that said to go to RequestType>>RequestItem>>EditFields Hide the Priority attribute to get access to set the default priority. When I do that and users create a ti...

• jira-service-desk

How do I create a reoprt that shows all the tickets opened between two dates that I can enter?

• jira-service-desk

Hi I notice that when I want a service desk from an existing project (type: software) the request types that are created are just a few associated with labels. ¿? I was expecting that the chang...

• issue-type
• jira-service-desk
• request-type

Hey there,  we are thinking about using Jira Help Desk with a limited amound of defined customers.  Is it possible to create Reports to see which customer sends how much tickets in a spec...

• jira-service-desk

Instead of using the time the issue was created and resolved / closed I would like to be able to enter the start and end time of the outage manually, preferably in custom fields. We often have very ...

• jira-service-desk
• sla

I'm trying to setup the email channel so that my Service Desk customers can email in an issue, and reply to email notifications to update their ticket. The email account in question is a gmail accoun...

• email
• jira-service-desk

I get : Unexpected exception during JIRA startup. This JIRA instance will not be able to recover. Please check the logs for details With the infrmation on the page of: java.lang.IllegalArgumentExc...

• jira-service-desk

I have to guess I am not the only person who is struggling with the limited options on the Cloud version of the Service Desk customer portal. I would much prefer to use the Cloud version of Service D...

• custom-field
• filter
• fisheye-crucible
• html
• jira-service-desk
• +1 more tag...

Hello, everyone, I wonder if I can make address bar for my customer portal somehow shorter? Is there any way? https://sd.rosohrana.ru/servicedesk/customer/portal/19 - not all these.   Than...

• jira-service-desk

How do I remove the multiplied epics/stories from the stucture - see the picture below:

• jira-service-desk

We have setup a link between Service Desk and Confluence and a few PDF files are attached to Confluence articles.  When I perform a search from Confluence, the search results contain PDF f...

• jira-service-desk

Hi guys, If you set the below parameters to take into account the same events, how does SD ensure that the customer is not emailed twice? Customer notification: Public comment added OR Request c...

• jira-service-desk

hello . a manager asked me how he could track everything the employees under him are working on . I was looking for a way, he wasn't satisfied with filter result . he wants to get a notification th...

• jira-service-desk
• notification

Can I have the same functionality in Jira SD Server as in Jira SD Cloud on the Project Settings->Language Support page? Right now I can't find how to translate and edit translations for SD portals...

• jira-service-desk