Jira Service Management

Hi, In our service desk projects, we define some automation rules. For example, on the "Waiting for customer" status, if the customer don't give us reply or any information for the issue in 6 days, ...

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• jira-service-desk

As opposed to a KB style system, we aren't providing a situation where users can help themselves. But when they make certain requests, we have a Confluence page dictating the procedure that the SysAd...

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• jira-service-desk

All my customer cannot access to JIRA Service Desk, so they cannot open tickets. The message they have is:  - You do not have a permission to log in. If you think this is incorrect, please con...

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• jira-service-desk

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• jira-service-desk

I thought it would be under permissions, but I can't seem to find this particular setting. I need to limit "who" can add customers to my CS project to just myself and one other person.   than...

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

I am trying to find that how much time it takes for an issue to resolve.. for that i need the resolution time.. I want to compare resolution times of issues per week..But I am not able to find the va...

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• developer
• jira-service-desk

Hi, Does anyone know why the screenshot within the notification email can´t be displayed correctly? Thanks, Gernot

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• jira-service-desk
• notification
• screenshot

I am trying to find the request type and I found it in table AO_54307E_VIEWPORTFORM (eg: password reset, application error). I need to know that count of issues in each request type.. To count t...

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• jira-service-desk

Hi,   We have a few months Jira Servicedesk installed, and so far everyting runs smooth and fine. Today i was called by a customer, and he said to me that i didnt respond on his ticket / emai...

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• jira-service-desk

We have the default "transition on comment" rule enabled in our service desk (version 3.8.1). If the customer adds a comment using the portal the issue status is not immediately updated; the status s...

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• jira-service-desk

currently we are testing JIRA service desk for multiple service groups/Component/Dept. At a time service request should be handled by single service group/Component but currently in components user c...

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• jira-service-desk

Currently we have multiple service group/Component/Department configured in JIRA service desk and also configured Queues which display how many calls are pending with each department but we want to r...

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

We are at end of JIRA service desk testing but email mapping for Escalation is show stopper for further license procurement. Currently we have set 3 escalations stages in JIRA service desk and call ...

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

In service desk, if a permission scheme is changed, the system gives you an obnoxious warning about permission changes and the ability for project admins to change it with a click. Is there a way to ...

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• jira-service-desk

Is it possible to generate sub tasks off of a service request? For example, if our HR department were to request a name change for one of our employees, how would we go about creating multiple tasks ...

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• jira-service-desk

I am in need of a feature on JIRA Service Desk that will allow Approvers (Customer) to indicate that they are out of office and designate their backup. When end users submit tickets where the selecte...

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• jira-service-desk

in automation, in the WHEN condition I need to be able to define longer time periods for notifications, since only 60 and 30 minutes appear. From where can you change these options?

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• jira-service-desk

Hi there, We are working towards trying to move our Helpdesk system to Service Desk and ran into an annoyance.  We have linked a confluence space as the back end KB which works relatively well....

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• jira-service-desk

Hello! We are in the process of setting up and HR portal, this portal will require 5 levels of approval from various managers in our company. One of the conflicts the business sponsor brought up is...

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• jira-service-desk

I have read the documentation about sharing an issue and I can't find the button to share an issue with another JIRA user of the same project.  Also I can't share a comment with the "@" option....

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• jira-service-desk

I need to set up an email to agents when an issue in some step has expired its sla Regards, Angela

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• jira-service-desk

Can we map custom made screen with customer portal ?? If yes then how to do it. If not then what is the alternative way of doing it ??? Please revert soon.

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• jira-service-desk

Hello Is it possible to log when an agent has opened a ticket?  Kind regards Martin   

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• jira-service-desk

Hi guys, we at the moment use the ServiceDesk Version 3.5 Is the Appoval Function included?  If not, is it actual included in the actual Service Desk Server Version?   Thank you for yo...

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• approver
• jira-service-desk

Can we install "Dynamic form for JIRA" addon for cloud based JIRA Service Desk instance. While checking the price it is showing that "This hosting is not available for this app". Please help me asap ...

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• jira-service-desk