Jira Service Management

We're currently in the trial period for JIRA and JIRA Service Desk. We have a lot of external customers who email us using a contact form when they need help. We were planning on forwarding that cont...

• cloud
• jira-service-desk
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Hi, Does anyone know how, using the automation rules within Service Desk, to send a notification to the assignee of a ticket that it is about to break SLA?  

• jira-service-desk

I'm seeing some issues with notifications and client portal visibility to issues recently. A customer can raise requests through the customer portal When issues are commented on or resolved by Age...

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

Hi, is Script Runner compliant with JIRA Service Desk? If I add a Scripted Field to my request screen, is this working for Service Desk's users that don't have a JIRA license associated? Are Scrip...

• addon-com.onresolve.jira.groovy.groovyrunner
• jira-service-desk

Hi, I am playing around with the Service Desk settings and consider if it would be able to substitute the tool we use to support our partners. For that we would need to link potentially more than 50...

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Hi, could you tell me please how to change the color of the category To DO for example which is actually Blue in JIRA and make it red instead for example? Thanks Melissa

• jira-service-desk

Hi, I would like to know if it is possible in JIRA Service Desk to trigger the creation of a new issue when I move to a specific status. For example, when I move to Pending XX, i would like that a ...

• jira-service-desk

In English: In my company we have installed Sevice Desk Jira , my problem ocurrs when an Active Directory user comment one issue created through the customer portal , the mail notification has the na...

• jira-service-desk

Hello, I need your help to achieve a SLA implementation. First of all, i do not have "resolution time" but more "providing recommandation". So I create a first SLA metric on which i put : ========...

• jira-service-desk

I need to see date also with time in Service Desk queues. How can I set it up? In queue I have Create and Updated fields but is shows only date. In ticket detail I have it also with time.  

• jira-service-desk

Hi, I've set up 4 different automation rules. 2 of them has been used since we started using JIRA SD, so the one running the rule is my own user. I've set up a service account in JIRA to run all th...

• jira-service-desk

Hi Team, I have set SLAs for Project A and Project B.   Goal for Time to Resolution SLA in Project A - 1 hour Goal for Time to Resolution SLA in Project B - 1 hour   The SLAs start ex...

• jira-service-desk

Hi! I have enabled an email channel from my Service Desk, Settings, email settings. But I have also a mail handler in JIRA (from System, Incoming mail) with the same pop account than in my JSD. So...

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

I need to restrict the Due Date field entry to only accept today's and future date. I already installed the plug-in but I do not see it when creating a custom field.

• jira-service-desk

We have several companies creating tickets on our system (to a ServiceDesk project), and from each company several customer users, Problem is that I'm unable to identify users and tickets grouped tog...

• jira-service-desk

The user is a customer in my service desk, and my permissions allows ANY user of JIRA to be a participant. when I view the issue NB-2357 in JIRA, the "Request Participants" field does not show....

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

Hi! I have problem: I have different Issue status between the view issue screen and the issue navigator. I found this KB dealing about this problem: https://confluence.atlassian.com/display/JIRAKB/...

• jira-service-desk
• status

Hello,  I'm trying to create new group for my service desk members and new groups for my customer that I will assign to my ServiceDesk But I'm unable to assign these group, each time JSD told ...

• jira-service-desk

I'm trying to set up my service desk so that customers only have access to the portal and not to the standard JIRA functionality. I've created the user, un-checked the JIRA checkbox (which...

• jira-service-desk

I am considering using Service Desk for my IT service desk needs. I am presently using CA Nimsoft cloud service. and would consider bringing over my customers and all open tickets to Atlassian Servi...

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

Where is there documentation on Service Desk email customization? I am looking for customizing the following:  1) Default language used on "your request has been received"  and "your...

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

Is it possible to manage multiple users under a single account? I want to be able to create an account with common fields such as company name and address. Then create multiple users under that accou...

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I know JSD can  Organize request types into groups but I have a project that will span heaps of requests types, some of those request however are users belonging to a specific group. I kno...

• jira-service-desk

We make new installation of the JIRA and after all project was moved corectly installed Service desk plugin.  But it doesn`t wok: When click the button "Get started" it goes to the p...

• jira-service-desk

Hi, I know that I can use rewrite rules to have a friendly url for the JIRA Service Desk customer portal. I have setup Apache 2 proxy rules so that users do not have to insert the port numbers....

• jira-service-desk