Jira Service Management

Hello, We use JIRA v7.2.7 and our customers use JIRA Service Desk (3.2.7). When I create a JIRA issue, I can format a text in Description, but my customer cannot see it. He sees only one big text s...

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• jira-service-desk

Hello, we are having following Versions of SD and Jira Software. JIRA Service Desk 3.3.2 & JIRA Software 7.3.2. We also want to have the same versions in Test System. We have up...

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• jira-service-desk

Dear Community, When I am adding users to a certain client portal, I usually go to "Customers" and then simply add the e-mail addresses. I learned this is automatically crating a Portal Only a...

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• jira-service-desk
• password
• portal-only

In JSD 3.4.1 on Jira 7.3.4,  I have a servicedesk project to manage changes (change management). I've got a transition that fires a custom event to send a notification about the change to partie...

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• jira-service-desk

Hi! I have more than 400 customers on my Jira Service Desk. Sometime, I use Send Mail function to send an emailing. Of course, I can't send 400 mails in one shot: JSD crash, and even if not, I thin...

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• email
• group
• jira-service-desk

Export Users is not no longer available at the top-right from the User Management (Jira Service Desk Cloud) Is it a bug or was this option moved to another place?

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• cloud
• export
• jira-cloud
• jira-service-desk
• user
• +1 more tag...

When I Respond to Customer and share the comment, the status transitions to Waiting for Customer and then automatically back to Waiting for Support. If I Respond to Customer and make an internal comm...

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• jira-service-desk

Hey everyone, We just implemented Service Desk and have run into an issue. We primarily have tickets generated via the Email channel. So, if an application is down, we tend to get a lot of emails le...

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• jira-service-desk

I'd like to be able to associate one issue type with a given set of priorities, and another issue type with another set of priorities.  Currently, all my customer's Priority field values are as...

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• jira-service-desk

Hi all, Have a good one here. We have a team that do not look at any of the service desk projects.  However some of the requests that can be made through the customer portal need to be dealt w...

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• jira-service-desk

Hi all, Have a good one here. We have a team that do not look at any of the service desk projects.  However some of the requests that can be made through the customer portal need to be dealt w...

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• jira-service-desk

Hi team,  I registred SD application in current Attlasian account. So, when I try to create new project as a Admin, platform send me notification that it can't create the Service Desk Project f...

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• jira-service-desk

We are migrating to ServiceDesk (cloud).  Our current ticketing tool allows users to click on an item on the portal view and dive deeper into the details of the ticket that were filled out when ...

• Question
• jira-service-desk
• customer-portal

Is it possible in Jira Service Desk to have the 'Create Another' option available in the customer portal? When I click the 'Create' button an checkbox option appears to 'Create another' at the ...

• Question
• jira-service-desk

I'd like to customize the issue key (issue ID) in Service Desk Cloud. I'd like the key to be in the format M-yyyy-mm-dd-###, and I'd like the numbering portionto start over at 001 each day if po...

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I would like to be able to manually edit the 'Priority' of a request but I can only do it through a batch process. How can I get the 'pencil' icon like the one next to labels in the screenshot (attac...

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• jira-service-desk

Hi, Here is my situation in JIRA Service Desk: -I have automated rules for customer issue (ticket) assignment. -Team members will be starting vacation. I want to temporarily assign their customer ...

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• jira-service-desk

I'd like to allow customers to be able to change certain fields after they have submitted a request on JSD. Any ideas how to do this? Cheers

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• jira-service-desk

In Jira Service Desk, we have a "Pending Reason" field that has 5 possible answers in a dropdown menu. I'd like to update the dropdown with addtional reasons -- does anybody know how?    

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• jira-service-desk

In a service request I wanted to add an extra field for a named person. I can do that fine but what I want to happen is that the named person only gets an email notification when the issue is cr...

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• jira-service-desk

I am just starting with Jira Service desk and am having quite a bit of trouble understanding exactly how to get it set up to work for my environment as it seems to function differently than any other...

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• jira-service-desk

I wanted to get some guidance and direction on how to structure teams/departments in Jira/JSD. Currently, our developers are using Jira Software and have encouraged our service desk to deploy JSD. Th...

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• department
• jira-service-desk
• jira-software-cloud

I have some customer services names grouped and I need create SLAs by these groups How can I do it? Thanks.

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• customer
• jira-service-desk
• sla

A request has been received to reset your password. --------------------------------------------------------------------- This user account is managed in an external User Directory and JIRA is not ab...

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• jira-service-desk

We have a Confluence KB coupled with a SD project. So when users type in words wiki pages are suggested. When they click on a suggested page that page opens in the same frame in the browser. This is ...

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• jira-service-desk