You’re invited to the next Jira Service Management webinar! On May 14 at 11 am PT we’re hosting a webinar on 3 reasons to ditch your traditional ITSM software. Atlassian customer, WEX Inc., will shar...
Hi Community! The Jira Service Management team is excited to introduce request type templates for team-managed projects! Last year, we shared these with you in our company-managed proje...
We’re excited to launch a much requested Customer Service feature in Jira Service Management: Products and entitlements. This feature is designed to help you tailor support experiences to the specifi...
Hello, Atlassian Community 👋 We're thrilled to announce the launch of our Early Access Program for Multiple Help Centers in Jira Service Management. This new capability will allow you to create an...
Hello Community! 👋 For those who joined us in New York City, Munich, or London for Team Tour: High Velocity, the Jira Service Management team really enjoyed being able to meet you in person and shar...
Hello community friends, The Jira Service Management product team and Atlassian HR leadership will be hosting a community AMA (ask me anything) on April 24th, 2024, that’s all abo...
Hi community friends, Have you or anyone at your organization ever struggled with setting up a service desk, especially with building a service catalog to support your customers or employe...
Hello, Atlassian Community! As we continue to unlock the power of Atlassian Intelligence in Jira Service Management, we’re exploring ways to help operations teams better detect, prevent, and resolv...
We're excited to announce the release of a new feature to easily insert a list of Jira issues directly into descriptions and comments, allowing for seamless cross-referencing within your pro...
Hey Atlassian Community! 👋 I’m @Prithwish Basu , and I’m a Senior Product Manager here on the Jira Service Management team at Atlassian. I’m excited to meet everyone here in the community—...
I’m excited to share that Asset reporting for Jira Service Management Premium and Enterprise is now generally available! The rollout is in process and you should notice it in your instance soon. As...
I'm thrilled to share the release of this video tutorial where I will help you build an Free External Jira Service Management project. I include configuration tips and tricks for the portal, email an...
Hello everyone! 👋 We’re excited to announce an Early Access Program (EAP) for a new view of issues in Jira Service Management: calendar view! You’ll be able to schedule issues in the calend...
Hello Atlassian Community, The ability to surface objects from Jira Service Management Assets in Confluence is now available in open beta! After a successful early access program, we're now ready t...
Connect Confluence to Jira Service Management and improve your knowledge base by collaborating with outside teams who don’t need to manage requests in Jira, but do need access to create, edit, and pr...
Update Feb 16, 2024 Following on from our last update, we’re happy to announce we’ve also released swimlanes for boards. A swimlane is a horizontal grouping of issues on your board which can be bas...
If you want to get started using Jira Service Management for customer service, it's as simple as creating a project with the Customer service management template. A quarter of customers use Jira...
...Keep an eye on the community and our public cloud roadmap for updates, and let us know what you think in the comments below!
Hi Atlassian Community, I’m Manas, Product Manager for supporting data portability in JSM. For the last few months, we’ve been working with the Cloud Data Portability Team to add support for Jira s...
This feature has now been rolled out to all customers. Hi Atlassian Community, I’m Manas, Product Manager for SLAs in JSM. We’re excited to announce that in the last few months, w...
Earlier this year we released Rich Customer Context, the first of our new customer service management features for Jira Service Management. Customers and organizations now have their own profile page...
Hello Atlassian Community, We're excited to announce a new early access program (EAP) for Assets in Jira Service Management. Our goal with this EAP is to increase the scalability of Assets to store...
...rowser, the request will hit our redirect service, sending them to “get.help.acme.com” which will be displayed in the user's browser. For example, your public communication, website, or even internal m...
TL;DR - today we’re releasing the first of our new customer service management capabilities for Jira Service Management. Customers and organizations now have their own profile pages, complete with de...
To our friends on Community! We are excited to announce an early access program for a new feature in Jira Service Management that will allow you to create a new workflow and map it to an existing r...
Hello community, I want to use Jira for more direct customer requests without them having to switch to the service desk, for a few reasons: Different design than the rest of our website Swi...
Is there a way to get the "time to response" in JSM? I tried using the reports with the pre-set SLAs that my coworkers have set up, but the reports keep returning a 0 response time. is it because t...
I need to delete only .rar, .txt and .png, .jpg attachments, how to write a regular expression for this?
Do JSM's Rest API support Mutual TLS (mTLS) configuration?
Hello Team, We are planning to migrate Jira from DC to Cloud version and having some questions regarding Scriptrunner data migration. Below things will not work in cloud so what is the alternative ...
I need your assistance to create or modify script for the below requirements: 1- I want to Done the Linked Issue of the current Issue, where Inward issue link types: is part of. AND Linked Issue Ty...
I need two things. 1. How can we set up our Jira Backup using Jira Automation rule ? 2. How to send our backed up data to another data center/Storage/cloud/sharepoint or another ? Can we do it b...
Is there any encryption of user data in JSM database?
I have a workflow with two approval steps: Approval level 1: Multiple approvers, number could vary, each person must respond with either approve or decline, and once all approvers have responded the...
We have a subcontractor (with Servicenow) and we should get notifications from their system to ours, but somehow prevent our system not to send back to them our automatic responses. And jira is curre...
Currently im using Jira software (server version) for our project. Now, I want to evaluate Jira Service Management (Data Center version). from the article JSM use Agent license for those will intere...
Hi all, using JSM from the backend, it has "issue type" first then "Request type". This has led some users (especially those used to Jira software) to pick the correct issue type (as they're used t...
In Jira Service Management - how can you disable the notifications when comments are added which would create individual emails to customers when notifications are enabled for 'Send when Comment Adde...
Hi, we have a JSM license holder going on Mat leave. If we were to remove her JSM license for the year, will this cause any issues with the tickets assigned to her and are resolved. Basically will ...
Our agents log work in their Cloud Service Desk; however, our reporting is done out of the on-premise back end SQL Server database for Jira Software Data Center. To avoid aggregating data from both ...
Hello, I am looking out to generate SLA reports on issues with different severity level for "Time to response" and "Time to resolution". Questions: Question 1 - As JSM allows to set-up goals bas...
Hello, We are in the process of importing data into Jira Assets. We have an excel where notes were captured per laptop or desktop. We were able to import the needed fields from the csv but I a...
Hello community, I'm having a hard time with a webpanel which shows in Issue view, here's the context: The webpanel is defined like this: <web-panel name="panel name" key="issue-view-panel" l...
Before admins could access all customers email, revoke / grant access etc. Now only a person who has access to admin.atlassian.com can revoke / grant access to customers? Can this be changed?
Hi team I'm trying to write a script on condition inside a scriptrunner post function for Jira Cloud that validates that the request type is the same as the name or ID entered. I researched this to...
I am trying to build a multiple question survey to collect feedback for completed requests. I am being told Jira only provides a one question survey. I then received an email from noreply@am.atlassia...
Hi guys. New to the forum. I've been trying to link an issue from one project to another but for some reason that I don't know yet is not working. I try using a variable, webhook call to webhook ca...
Good afternoon, We are having trouble today accessing the customer portal - we get a 403 error message, although the portal can sometimes be accessed using the incognito mode of the browser. Do you...
Hi, Could you please someone help me to configure Update Frequency using Jira Standard SLA? To configure Update Frequency SLA using Standard SLA configuration of Jira, we would like to know the sta...
Hi Team, We are using automations for adding comments, attachments, Status change or assignee...etc between software and JSM projects using Linked issue event. Every action is working fine but comin...
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