Jira Service Management

Hello, When users email our service desk email and do not include a subject line, messages are not received via our email channel. Is there anyway of finding these messages or add a subject line as...

• jira-service-desk

We're trying to use the Service Desk application to allow the public to create new bug tickets for our game. However we would like to allow them to view tickets that have already been created. How d...

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

Hey folks, As to simplify our JIRA UI for our user base, is it possible to only show the JIRA Service Desk menu to users that are explicitly added to a Service Desk project?

• jira-service-desk
• user-interface

This has got to be one of those "is it just me?" questions, but I don't see how I change custom fields after creation of a ticket. I'm not a customer of JSD, the only time I come in to contact with ...

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

I have a problem using Service Desk. I want to customize the mail that Service Desk sends to the customer when send us a mail with a new issue. JIRA sends two emails: one to me (i'm the person in...

• jira-service-desk

We'd like to be able to restrict certain menu items on the Service Desk for use only by a certain group of customers.  For example, we'd only like to allow department managers to access service ...

• jira-service-desk

Hey, it's me again. Still fiddeling around with Service Desk and I still have questions. So... I've created 3 different SLAs. The difference between them is how quick the Agents have to react t...

• jira-service-desk

It seems like the Service Desk product ignores Cc email addresses when one sends an email to the service desk assigned email and put someone in Cc. Trace of the Cced person is then lost... Is there...

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

Hi, I want to enable public signup in Service desk. In the documentation it says that I have to navigate to Settings > Addons > Service Desk > Configuration > Public Signup. U...

• jira-service-desk

We are evaluating Jira Service Desk. When e.g. receiving a phone call, and the customer contact has not previously contacted us, we need to be able to easily create the request on behalf of the cont...

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

We have a complex 30+ fields multistep wufoo form that we use for customers to send support requests to us. Seems that we can not replicate the form with JSD at all. So, we want...

• jira-service-desk

Hi, in order to "manually" (via groovy script) fill in the right value for JSD Request Type field (so user can see issues on customer portal also if created directly from JIRA project) is possible t...

• jira-service-desk
• request-type
• scriptrunner

Consider the following scenario: Setup ServiceDesk1 email settings to read from email test1@example.com over POP Send email to test1@example.com Ticket Created in ServiceDesk1 (OK)...

• jira-service-desk

Hi, at my company, we are currently using JIRA for internal issue management as well as time tracking (Tempo). We also have an internal confluence. So the head of my department is thinking of using...

• jira-service-desk

All, Recently I've encountered a question with Service Desk I haven't given much thought to. After looking through Answers for similar, I figured its about time I create something. The Question: Is...

• jira-administration
• jira-service-desk

Need to export or move 1 whole account - multiple projects, sprints and tickets for a client, they are moving forward by creating their own JIRA Account.   I can't do a download as we have multi...

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

Hi, is possible to update a Service Desk issue's comments setting comment's visibility? Can I add a comment with groovy setting it as "Internal Comment" or "Respond to customer"?   Thank you

• comment
• jira-service-desk
• workflow

Hi All When closing Service Desk issues, any comments the agent makes are lost entirely. We have a post function setup on the Transition: Resolve Issue as follows: Add a comment to an issue if one...

• jira-service-desk

Is it possible to enable Service Desk uses to add attachments through mail when the issue is closed? Right now only the email is added as a comment to the issue, and there is also added a text sayin...

• jira-service-desk

After changing some translations in translations.atlassion.com I downloaded the language pack for JIRA Service Desk and installed it into our instance but they show no effect. I changed transla...

• jira-service-desk
• translate

We are currently evaluating JIRA Service Desk for our helpdesk needs Testing so far is going well - and I am now dealing with this issue of notifications  I have been able to configur...

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

We have a very long request type form and I need: 1. To put text between different fields, mostly headings but also some text with formatting and info 2. To put separators between groups of fields;...

• jira-service-desk

In service desk I would like to add a drop-down when tickets are resolved to categorize the resolution.   Expected behavior: As a support rep when I click the "Done" button I am required to ch...

• jira-service-desk

We have been using JIRA for more than a year. We have a project where 15 JIRA users work, creating, editing internal and external issues, etc. Also we track there our customers issues. Only 2 users...

• jira-service-desk

Can i create a ticket agents->costumer?

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