Jira Service Management

I want to use script runner's fast-track service to put a ticket into a particular status if the ticket comes directly from Service Desk.  I think I should be able to do this by checking that th...

• groovy
• jira-service-desk
• scriptrunner

Is it possible to assign customers within Jira Service Desk to groups? The main request is to share tickets within the same group but not between different groups? So every contact from the customer...

• jira-service-desk

I can't figure out how to do it.  I need my customers to select from established criteria, but a list/drop-down isn't an option when creating custom fields.  Am I missing it?

• jira-service-desk

I'm using JIRA (v6.3.6#6336) and Service Desk 2.0.2. I want to give to my customers access only to Customer Portal. I've added test customer - "user". I've added "user" to Project Role: peopl...

• jira-service-desk

My customers don't add any formatting to their requests because they refuse to learn the wiki syntax, even though I provide a link to the reference next to the fields' help. Can Wiki Editor for JIRA...

• jira-service-desk
• markup

Hi there, How can i enable emails to my service desk agents when a new ticket has been raised? the emails to a user when they raise a ticket, are working fine i think, but an email to the agents who...

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

Hi - have created a custom field for a user-picklist for our service desk offering, to allow a reporter to add the "originator" of a call if not themselves. what I need to do now is have the "origina...

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

When I try to create a new SLA for our service desk everything seems to work well. BeforeSave.png However when it is saved no goals is saved. Goal.png The same problem occurs if I try to edit ...

• jira-service-desk

I have just set up JIRA and added Service Desk to it.   I have my License Key for Service Desk which I want to apply to it, but in spite of having clicked on every button, tab, and link, I can...

• jira-service-desk

Customer's are unable to view the card/ticket number in their Support Portal. While the Description is helpful, the card number only displays if the customer hovers their mouse over the description h...

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

I see easily how to add one single user, everybody who can work a ticket or the component lead, but I have not seen any way of how to email everybody that is in that component, and only that gro...

• jira-service-desk

Hi All, Do You know how to customize content of Main Service Desk Pages - Login page and Home page (servicedesk/customer/portals)? Because I couldn't find it anywhere. Especially I'm talking about ...

• jira-service-desk

Hello Team, There is any way to update the issue status from the customer portal by the customer himself ?   ex : Issue opened from JSD : Status opened The BA need more information about th...

• jira-service-desk

We are using JIRA Service Desk and have a custom field called "Contact Type" that hold the options for the different ways people submit issues: Customer Portal Email (default) Phone Call / Walk I...

• jira-service-desk

Hi, ¿Is possible export the information saved on JIRA service Desk to EazyBI plugin? We need report in EazyBi the SLA's defined en JIRA Service Desk.   Thanks

• jira-service-desk

We have a number of Customer users that submit very similar tickets to our service desk each week and would like to be able to clone a previously submitted ticket as a base for the next ticket. Howev...

• clone
• customer-portal
• jira-service-desk

I am trying to change some UI by using HTML, CSS, and JavaScript in the announcement banner. For example, I will use firefox's firebug tool to look at specific tags and id's in objects and then addin...

• announcement-banner
• configuration
• jira-service-desk

The branding does not apply to master portal page that a user is redirected to when clicking "My Request".  This is wholly confusing.  Any workarounds?

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

We're using JIRA Service Desk to support out external clients, and would like to know if it's possible to offer each customer a drop down menu to choose which pertinent project the ticket is about. I...

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

My collaborators can't automatically see my customers tickets, only their own. How can I set my collaborator, Jane, to see customer X, Y, and Z's tickets as they come in?  

• jira-service-desk
• collaboration

Hi everybody, when we have a ticket with status "closed" and our customer write a comment via the service desk, we want to change the status in "reopened" automatically. How can we implement this? ...

• jira-service-desk

• jira-service-desk

Hello we use a very huge email inbox (Support@xyz.com), that all our customers (konwn and unknown) use for communication with our Support Group. This is a very uncomfortable situation, therefore I ...

• jira-service-desk

Hola  Estamos mirando el adquirir una licencia jira+service desk,  necesito tener claro la diferencia entre usuarios JIRA (que pueden hacer, reportar, abrir, etc) y los agentes del se...

• jira-service-desk

New to Service Desk (cloud).  I'd like to create multiple service desks, one per client company (customer).  I'd like to allow (designated) customers to submit issues via email as well as v...

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