Hello, I'm setting up an ITSM template and would like to know if there is any extra cost to use the Insight CMDB? Many thanks. Gabriel
We have entered around 1600 customers within organisations but when I export the list of customers it always 961 but there is no error. Is there a way to find out why it is not showing all the entrie...
Is there a report that evaluates how long it takes on average for a ticket to be initially processed? Thank you
Hello all, Is there a template similar to the HR Service Management template that instead of using it to onboard new employees, we can use it to onboard new customers/clients? If not, can I just ...
We have previously used Monday.com as a job management tool for one of our clients. The clients would add jobs and we would complete them. One of the cool things is that all team-members within the c...
I have 2 Automations setup to Create Support Ticket and perform several actions. when an email is sent to support desk from email addresses in our domain the automation works when an ...
When a customer creates a new account, how can I apply a default security group?
Hello all, I am currently trying to set up a Service Desk Portal and we are trying to have "Background fields" like "Requestor Name", "Requestor Department", "Request Date etc." These fields should...
When we add a participant the to issue and add an internal note it doesn't send an email to the participants.
This is in reference to the JSON below. I am using automation to parse the description to automagically create labels. I need to replace any spaces and swap them with underscores during the label cre...
Hello. We are new to Jira Service Management and we got a complaint the other day that when we reply to a ticket, that our reply is being sent to everyone in the original senders organization, rather...
I have a User Group of 20 or so users- I have 1 user in this group that is getting permission errors during the Create step of a Service Request. She is also not able to see her items she creat...
Hi all, We use labels extensively to track issue themes, resolutions, particular recurring problems and also to aid with some automation rules. We really want to have an overhaul of the label...
Hi Team, We have created a custom servicedesk email id (servicedesk@mydomain.com) where users can send emails for ticket creation. It works fine. However, when the user gets the notification, its fr...
need to fill up two text field with current date and time based on the status change using automation and at the need need to find difference between them
When exporting to .csv the time to resolution and time to response fields are blank. Suggestions?
I've got an automation rule enabled that emails me when a ticket is unassigned. The intention is to only email me when it's been unassigned for more than 15min (so don't tell me about it until it's b...
Myself and a colleague have stopped receiving notifications from our tickets. when we are tagged in a ticket comment then we seem to get notifications no problem, however, if any changes are made to...
Dear Community, we are linking the Jira software issues with the Jira service management issues. We would like to see them also in the filter results in some column. Is it possible to show them? The...
Situation: I made a new request type, and based it on a wrong issue type, by mistake. Now three Issues have been submitted, and needs to be moved to my new request type (based on the correct issue ...
I believe a recent update somehow removed the feature for a customer to directly see the JIRA service number. So if our customers would like to respond to an open service request then they need to l...
Hi, I installed the Jira for Google Sheets add-on to copy my Tickets to a Google Sheet. There are the Summary, Ticket ID, Assignee, Reporter, and the other interesting fields. But, I wanna know how...
Dear support, I am using ProForma Forms. I have created a portal with a form by this integration service. Every person with the link can raise a request by the new form and then they became ...
Hi all, I am trying to create a filter based on 'organisations' in order to create new dashboard that would be looking at that filter... Anytime i am trying to add 'organisations' into the ...
Hello, I want to create an Insight Access Token for the app Better PDF Exporter, so that it can access Insight object information. We have Insight as a feature of our Jira Service Management Cloud. ...
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