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...
Hi community, With the Scriptrunner connect extension, can I manipulate Jira form fields? For example, manipulating typing in fields in real time? on the client interface side, be able to vali...
I am wondering if there is a way to run automations based on the data listed in the Risk summary. For example, we put freeze windows in and would like our automations / workflow to act differen...
Whenever a particular service request is created, I need to add a participant to that ticket automatically in the request participant field.
Necesito descargar los archivos de un proyecto. Cómo se puede hacer?
I know that we have a REST API to get a list of fields from a Site. API → https://sitename.atlassian.net/rest/api/3/fields This does work fine and gives an array of field objects. Is there an...
I have so many projects in my site which are configured with email and ticket has been created in that project by anonymous user through email. Now I want to hide these projects from portal for other...
Summary When checking your SLA Reports (for example SLA met vs. breached) for any SLA it may show a high number of tickets breaching SLA for todays date. Why is that? Why do so many tickets show br...
Hi! We are integrating opsgine with Jira Service management as indicated in this documentation - https://support.atlassian.com/jira-service-management-cloud/docs/sync-alerts-with-service-and-softwar...
Is OpsGenie Edge Connector is still supported or is there another method for OpsGenie to trigger automated response runbooks?
I want a customer profile to be able to view and add comments to tickets in a specific project through their portal without giving them an agent license as they are customers.
I get emails from customers that attach problems they get from their clients, they do this by forwarding their problem to me. However, in Jira I am not able to send an email to the participant attach...
Hello everyone, I was wondering if there is an efficient way to block a transition based on the project category. For example if a project is in category A then block the transition. If the...
...n say a User asset list, could I provide them a field like "Accessible=true/false" which I can use ${reporter.label} to query on? (I was reading something similar with Organization?). Thanks!
Hello Everyone I'm fairly experienced in using JSM but have never used any of it's asset features. I have a use case that I think assets could solve, but I'm not too familiar with all of its functio...
Hi Team, We have only purchased JSM licenses on our datacenter. We are using majorly service desk projects. We recently upgraded it to the LTS version We see the Uninstall button for Jira Software ...
Hi all, I was wondering if it was possible to change the colour of the reporter field if the user is in a specific group. The text colour is either Black for standard or White in Dark Mode but...
I have been asked to look for backup solutions for Jira Service Management and Confluence. I don't know anything about Jira and its solutions. We have searched on Google and seen some solutions, but ...
Hi, A customer says that notification emails are not received on support tickets not even on spam. How can I check wether notification emails were sent to customer?
My project type is Project Management (jira work management). I want to copy all the tasks to new project with the same project type.
Hello, In our company we use a JSM project for out IT support, this is based on 3 levels. Each level has it's own status in the workflow Example: Level1,Level2 and Level3. Where we have a tran...
We would like to export the working times that are tracked in the individual tickets so that we can process them in another tool. We need some kind of interface for this. We would prefer to connect t...
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?
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