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Jira Service Management
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We have a 10 JIRA's user and we need a Service Desk to 80 customer with 3 agents. In addition to 3-agents JIRA Service Desk licence, we must buy a 100-user JIRA licence or a 10-user JIRA licence?&nbs...
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Hi, Does anyone know how/what to configure the JIRA service desk Email Channel settings with an Office365 Shared Mailbox account? I'm aware that the server name should be outlook.office365.com but I...
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We like the SLA features of service desk, but prefer to keep using the standard JIRA screens, filters etc to work on our issues. Basically, as the normal Jira issue/project management setu...
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Maybe i've completely missed something but I really need to have this sorted and I seem not to be able to find the answer. I need to be able to group the service desk customers in various grou...
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We have a new hire option on our portal and we'd like to include the name of the new hire on the ticket summary. Currently it's just called "New Hire" and we have to click and open the ticket to view...
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Do all my team members need a Jira subscription to request a service from an agent in Service Desk?
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My company YPFB Corporacion is very interested in the acquisition gives the following licenses : 1 JIRA ( Server) Unlimited Users : Business License 1 JIRA Service Desk ( Server) for JIRA ( Serve...
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There is a "Time to First Response" SLA in Service Desk out of the box, but I accidentally deleted and am doing something wrong when I try to recreate it. Can you tell me the parameters of the SLA? I...
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Hi All, Linking confluence to Service desk is a great feature.As of now its it only gives us the topics based on the search. But is there any way that we can have a link to confluence space K...
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Hi, in one of the summit videos I have seen, that searching the knowledge base in a customer portal also displays related request types besides the confluence pages. Unfortunately I don´t see them o...
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In general, my company is having a very difficult time setting up JIRA. Right now, we're trying to figure out how to integrate JIRA Service Desk with JIRA as seamlessly as possible. ...
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Hello, In the process of resolving tickets, sometimes we need to e-mail a third party. The list of third party contacts isn't always static so it may not be feasible to create customer accounts for ...
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Hi, I disabled several projects (outdated projects that I don't want to see in the general project list). As a result of it all filters that have these disabled projects in them return 500 error p...
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Agent can do comment for internal person as well as external person while doing workflow state transition. But right now Agent can't do comment in both tab at a particular stage of the workflow at a ...
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we are evaluating to use atlassian service desk , we have an enterprise account with google docs, so we would like to use the same as knowledge base. is there any way that we can hook it apart...
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Scenario: Customer X only has access to the customer portal, creates issues often. Issues for the same customer are also logged by agents into the service desk. Customer X is assigned as th...
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JIRA Service desk Internal and external comment section has common editor box. So In comment Either I can do internal or external comment at at time since they are sharing same editor box, not both. ...
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When customer is using emails to create ticket and to communicate on it every response will got to JIRA SD with the history of the whole conversation. Is there any way to receive only the customer r...
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Specifically we're looking to generate an email to a pager address whenever a VIP submits a an issue. We'd like to do this without using JEMH, because I don't know how well JEMH interacts with Servic...
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We have one team of four people working in shifts as a Support Team but using one account for JIRA Service Desk so we do not miss any ticket or comment on a ticket. So in JIRA SD we have one asi...
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Hi I have set up Service Desk for a client, using only two request types as they only want two forms for their customers to fill in. I set up multiple issue types for the SD project, without realisi...
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HI When an Issue is created it cannot be transitionated to any other status, not even with an admin user, all the conditions are satisfied so there should be a button to change the status. Looking ...
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Ok, so currently we have a general user assigned to each project's Service desk. For example "Project A" would have ServiceDeskAgentA. and "Project B" would have "ServiceDeskAgentB" both agents are a...
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Hey everyone, we've moved some of our projects from a JIRA project to a Service Desk. Problem is: Now our users which do not have a Service Desk Agent license can't track time on these projects. How...
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