In this section

• Jira Service Management Cloud Knowledge Base
• Jira Service Management How to articles
• Clean up extra Service Management data in the db
• Convert Existing Issues to Service Management Requests
• Creating a New Service Management Project Does Nothing
• Creating a Service Management fails with error: Time to resolution field is not a valid number
• Disabling Forgotten your Password Jira Service Management Link
• Forgotten your Password Link Does not Appear on JIRA Service Desk Login Page
• Issues with the Closed Requests tab in the Customer Portal
• Jira Service Management Fails to Start with a Timeout error after its Installation
• Not able to create issue via this Service Management error
• Troubleshoot customer notifications in Jira Service Management projects
• Notifications are not being sent to agents from new ticket creation.
• Raise Request on Behalf of Customer Not Searching for Users.
• How to fix This service project may not work as expected error
• Respond to Customer and Internal Comment tabs missing from comment in Jira Service Management
• Service Management Customers will count towards jira-users license if "Default Group Memberships" is configured
• Service Management failed to enable
• Service Management fails to enable due to Invalid BundleContext
• Troubleshooting issues with service project user management
• Unable to add user to group error while creating a new Service Management
• Unable to Revoke Agent Access from Service Management Agents
• Unexpected Failure Occurred when Creating a New Service Management
• SLA Metric Never Completes
• 500 Error Page shown when accessing Customer Portal
• Customer Portal - My Requests does not show any issues.
• Missing option to enable Jira Service Management for existing project
• User Automatically Become an Agent
• Requests are not visible in the Customer Portal due to empty Request Type in Jira Service Management
• Public signup setting is missing
• Jira Service Management add-on hangs during installation
• Jira Service Management Report Shows Spike At End
• Jira Service Management Issue Status Not Transitioning After Customer Updates via Email
• Customers are unable to add participants to a Jira Service Management request
• Loading Automation and/or Customer notifications in Jira Service Management throws Internal Server Error
• SLA Malfunctioning/Break Down in Jira Service Management
• Jira Service Management - Error Something Has Gone Wrong With Your Request. If Symptoms Persist Contact Your System Administrator
• How to Change the Name of a Service Management
• Provide Service Management customer with helpful links via auto-comment
• Unable to Transition Issue in Jira Service Management Queue
• Local user logins to Jira Service Management fail when Crowd SSO is enabled
• FAQ: Jira Service Management 2.x
• Knowledge Base searches still use the old Application Link URL on the Customer Portal
• Knowledge Base Shows Empty Content - Jira Service Management Self-Help
• Upgrading to Jira Server Service Management 2.0 and moving to the version 2 pricing model
• Service Management fails to Load Queue with datetime Exception
• Not Able to Install or Uninstall Jira Service Management Addon
• How to Troubleshoot SLAs in Jira Service Management
• How to set "keep me logged in" checkbox to disabled by default?
• User automatically added to Customer List even though Customer Portal configure as private
• Automation didn't work using "Run as the user who triggered the rule" options
• Service Management Notifications not sent on Resolved or Reopened Requests
• Jira Service Management app fails to load on startup
• ServiceDesk, Existing Project Fails To Load, 500 error, RuntimeException
• How to configure Jira Service Management to process old emails
• Unable to use ITIL issue types in Service Management project
• How to bulk create Jira Service Management Customers
• Unable to set up Email Channel: Email is currently used by another Service Management project
• Jira Service Management Queues return empty page
• Unable to create new email channel due to connection duplication error
• Failed to enable service management plugin with an error : "Cannot start plugin: com.atlassian.servicedesk"
• Jira Service Management stops creating tickets from incoming email
• Resolve permission scheme errors in Jira Service Management
• Using custom permission schemes
• Standard permissions in Jira Service Management
• Couldn't Create Service Management Project Due To An Unknown Error
• Configure custom URL for the Jira Service Management customer portal
• List of supported custom fields for request types in Jira Service Management customer portals
• Unable to search knowledge articles by using non-latin words in the Customer Portal or the agent view
• How to add the 'Escalate this issue' link to a Service Management request
• Automation page keeps loading
• Service Management is stuck at loading after upgrade to version 3.3
• Service Management footer shows 3.1.9 after upgrade to 3.1.10
• Unable to send email notifications due to com.atlassian.cache.CacheException: java.lang.NullPointerException: Null keys are not supported
• How to disable the notification for requests shared to the organization
• Service Desk Agents are not able to add customers to an Organization
• Comment visibility dropdown get displayed on comment field of SD issue
• Error when trying to create KB from Jira Service Management: No permission to create pages in space
• Unable to create IT Service Management type of project
• Project permissions update
• We were unable to submit your request
• Unable to update a Service Management Report Series
• 403 - Forbidden error when viewing attachments via portal
• Configuring mail channel for comments only
• Attachment field is not appearing on Customer Portal when creating new requests
• Jira Service Management shows 500 error on "Requests" page
• How to identify the Project related to the Service Management displayed in the Customer Portal
• How to Change the Sender's Name of the Service Management Notifications
• Replying to Emails in the Sent Folder Doesn't Add a Comment to the Created Request
• Closed Access service projects, slow user picker search
• Customer in request participant can't view their issue in My Request page
• Viewing Jira Service Management Automation rules reveals missing modules
• Error "Failed to send request to the knowledge base server."
• Revert SLA rendering improvement changes in Jira Service Management
• Automation Rules in Jira Service Management will not execute when triggered by comments added by Jira Incoming Mail handler
• Service Management Email Request fails to process some attachments
• How to allow non-access users to transition a Service Management request via email
• Canned Responses icon not visible in comment section.
• KB settings are broken when the server ID of the linked Confluence is changed
• Approve button taking to a page saying "Cannot find issue" when clicked from the Approval Customer Notification
• Canned Response button missing from the comment section
• Getting the error "Field does not belong to the Request Type." when clicking on "Edit fields" to edit a Service Management Request Type
• The Customer Satisfaction survey is not sent when a Service Management request is resolved
• Blank page when accessing Automation in Jira Service Management project settings with NonUniqueResultException in the logs
• How SLA goals report vs SLA success rate report is calculated in Jira Service Management
• 500 errors when trying to open the Email Requests page from the Jira Applications menu
• When granting permissions, the Service Management Customer Portal Access Permission is missing
• Jira Service Management not fully functional after upgrading to 4.0.1 when using MS-SQL
• Adding or removing values for the customer request channel field used in Jira Service Management
• Service Management Email Request "Unexpected error while running action as user" Error
• Service Management Agents will be treated as customers by Jira Service Management
• Article effectiveness report does not populate 'Problems solved by articles'
• Remove non-required groups from Product Access
• Investigating your Jira Service Management for attempts to exploit security vulnerability CVE-2019-14994
• Canned Responses Are No Longer Available
• Jira Service Management Upgrade Failed With Error "Failed to resolve plugin dependencies within OBR"
• Missing Default Priority Scheme causes Jira Service Management projects to fail to create
• Investigating your Jira Service Management for attempts to exploit security vulnerability CVE-2019-15003
• Investigating your Jira Service Management for attempts to exploit security vulnerability CVE-2019-15004
• Deadlocking in Jira Service Management when frequently updating the same issue
• Customer notification rule is saving to the wrong rule
• Enabling notifications for agents acting as customers
• Adding invalid JQL in new service project queue will cause the Queue screen to show as Empty
• Navigating to the customer portal redirects users to /servicedesk/customer/portal/0
• Allow Service Management To Process Forwarded Email
• Jira Service Management project queues page is slow
• Jira Service Management Automation Rules not working
• Customer notifications not sent from some Jira Service Management projects due to installed translation packs
• The Approval notification is not sent when a Service Management Request is waiting for an approval
• XML restoration failed as Jira is unable to clean the cache directory
• Knowledge base articles cannot be displayed in the Service Desk customer portal (error: "Refused to display")
• Jira Service Management installation or new project creation failed with error - cacheLoader returned null for key 'SD_REQTYPE'
• CSV import of Jira issues with Insight custom field containing '-' or '(' or ')' failing
• Opened and Request count is 0 (or requests are missing) in the Customers page
• Users receiving notifications from issues where they should not receive notifications due to the Insight application
• Unable to create a new project due to duplicate status
• Jira Insight Asset Management Knowledge Base
• Jira Insight Discovery Knowledge Base
• Locating WebHook URL in Service Management automation rules
• Deleting data from old Jira Service Desk versions (3.2 and below) to unblock the upgrade
• Troubleshoot incoming mail in Jira Service Management
• JSM project automation rule doesn't send any webhook
• Knowledge Base articles fail to open from the request form in Jira Service Management with the error "The Service Desk you are trying to view does not exist"
• Problems configuring Service Management Email Requests (mail handler) with a shared mailbox using Basic Authentication
• The knowledge base search does not work on the Service Management Help Center while it works on project specific portals
• Creating new issues from the Customer Portal fails but issues are created anyway in Jira Service Management
• Issue Transitions Performed by Unrelated User
• How to collect data to troubleshoot throttled Project Automation Rules in Jira Service Management
• Customer portal announcement failed to be updated
• Encounter the error "403 - Forbidden error while loading this page. JIRA Service Desk is not licensed" while loading the customer portal
• How to upgrade the embedded Jira Mobile plugin
• Webhooks are not sent from Jira Service Management Automation rules
• Emails sent by customers are "Rejected" by the JSM mail handler
• How to check the mail audit log outside of the Jira UI
• 500 error when trying to create a request from the Service Management Customer Portal
• How to send CSAT link to customer using custom notification via Automation when default Request Resolved customer notification disabled
• Failure to configure a knowledge base in a Service Management project ("There was a problem completing the current request")
• Auto populate Insight Attributes into Jira Insight custom field
• Jira Service Management: How to disable the Wiki Renderer in the description field of the Customer Portal View
• Utilizing Automation & Insight to search for Issues based on the Domain of the Reporter's Email - Workaround for "Domain of Reporter" Deprecation
• How to update the Approver via an Approval field using Jira Automation in team-managed projects
• Knowledge Base articles fail to open in Jira Service Management with the error "The knowledge base article could not be found"
• Unable to search knowledge base articles containing a colon character in the Service Management Customer Portal
• The Knowledge base search bar is missing from the Service Management Customer Portal
• The knowledge base search does not return any result from the Customer Portal for any user
• The knowledge base search does not return any result from the Customer Portal for specific users only
• Users are required to log into Confluence to be able to view knowledge base articles from the Customer Portal
• Troubleshooting common issues related to knowledge base integration between Jira Service Management and Confluence
• Mail Queue size growing when Office 365 mailbox is used
• The Jira Service Management Mail Handler creates new tickets instead of adding comments to existing tickets
• Options to disable bundled Insight plugin in Jira Service Management - Data Center
• Trying to display Insight Objects pops up error "Failed to retrieve references"
• How to disable Rich Text Editor (RTE) in Customer Portal in Jira Service Management 4.15.0+
• Reply-to a notification is added as internal comment on a Service Management ticket if the user has Jira License
• How to create issue with Insight Custom Field using Jira Service Desk Rest API
• Error Indexing Issues with ProForma Forms
• How to disable the Insight Script Console
• Some customers are not receiving the custom customer notification email templates in Jira Service Management
• Duplicate Approve / Decline button and content in Approval email notification in Jira Service Management
• The Request Type dropdown in "Edit Request Type" action in automation rules is missing some Request Types
• Some approvers cannot approve a Jira Service Management request which is in an approval status
• Cannot remove hidden Assignee field from request types
• Can JSM have more than 200 queues?
• Custom JavaScript to enable web chat in Jira Service Desk Customer Portal pages
• Unable to delete empty Insight object scheme, Something went wrong, contact adminstrator
• How to bulk recalculate missing SLAs
• Changes to Portal name or Introduction text of a JSM project are not reflected on help center
• Knowledge base articles cannot be displayed from the Customer Portal due to incorrect application link configuration
• Jira Service Management project Queues and Customer page are showing as blank due to incompatible JSM version
• Jira Service Management stops processing emails
• Jira Service Management don't trigger notification in certain status
• Customer tab in a Service Management (Service Desk) project is slow to load or spins indefinitely
• Customer Satisfaction rating page is empty/blank when opening it from the Request Resolved notification
• SLA page is not loading
• Getting the message "This API is experimental" when using the Jira Service Management Rest API
• Missing Event in configuring SLA Automation Rule
• Assignee options missing from SLA conditions
• Service Management SLA is not Paused but Rather Restarted
• Cannot create Jira Service Management Automation Rules
• Attachment Links in the Customer Notification Emails sent from Service Management are not accessible
• Jira Service Management Automation page fails to render with HTTP 400 error
• Email requests are not creating issues in Service Management
• Guide to link Knowledge Base to Jira Service Management for unlicensed user
• Failure to configure a knowledge base in a Jira Service Management project ("Status-Code":500)
• Jira Throws an Unable to Compile Soy Templates Exception When Creating a Service Management Project
• Missing or corrupted SLA data in Jira Service Management
• Unable to render element error in navigation bar after upgrading Jira Service Management
• How to calculate Average Time to Resolution SLA for Service Management
• Service Management project's navigation bar shows "Unable to render element due to an error" even though required upgrade tasks are fulfilled
• How does the Service Management "Time to resolution" report work?
• After upgrading Service Management, seeing error "Customer notifications missing"
• Making Jira Service Management Read Mails that are Already Read
• In Jira Service Management, Knowledge Base Articles have a red padlock for certain users and cannot be shared
• Locating Jira Service Management's Knowledge Base search statistics through the database
• Troubleshooting Jira Service Management license issues
• Jira Service Management issue sharing
• In which directory Service Management Customer account is created
• Cannot create or open a specific issue type on the jira service management customer portal
• Jira Service Management Queues are missing, disappeared, or are empty
• Email requests from Jira Service Management are not processed
• How to view global KB usage in Jira Service Management
• Error in installing Jira Service Management License.
• SLA is not visible in customer portal in Jira Service Management
• Jira Service Management Agents do not receive internal notifications
• How to get a list of tickets excluding those with 0 elapsed time ?
• Automation rule is not executing the action on a request although the request is listed as part the JQL mentioned in trigger action.
• Why are customer notifications showing a different wording from what is configured in the project
• Jira Service Management Automation rules fail with the ERROR status and a "red exclamation mark"
• How to solve Jira Service Management mail loops
• Automation for Jira - Server Lite: plugin gets disabled after upgrading to Jira 9.0.0
• Jira Service Management functionalities are not available
• Webhook stops sending notification to MS Teams.
• 503 error message pop-up on JIRA indexing page after upgrade
• The Jira Service Management Mail Handler fails to create request from incoming email with the error "Please check the fields have been correctly filled in"
• Insight scheduled tasks (eg: imports) not processing
• Getting the error "Snap! You can't view this page" when trying to configure Service Management project settings
• To get the list of Jira Service Management portal-only customers from the database
• How to list SLAs and conditions used with JSM projects
• Jira Service Management - Troubleshooting why a request cannot be opened from the Customer Portal
• Update License type for Jira instances that have both Jira Software and Jira Service Management
• Comments from emails are added as internal on the customer portal
• The Jira Service Management Mail channel creates new tickets instead of adding comments to existing tickets from replies to notifications
• How to troubleshoot when customer satisfaction survey is not being sent in Jira Service Management Cloud
• Importing Jira User Attributes to JSM Assets via CSV with either Atlassian Account or Customer IDs
• Connect multiple projects on a JSM Chat Request Channel
• Free Knowledge Base for annual licenses in Jira Service Management
• Using conditional logic with Forms
• The Jira Service Management request detail page freezes after a request is created when using Firefox or Safari
• How to receive only email requests in Jira Service Management
• Incoming email status - CONDITION PENDING
• How to list all KB articles on the portal
• Enable automatic accounts creation through email requests.
• Portal-only customer account management: Revoke access and Delete account consequences
• Request created e-mail notifications of Issues created through Issue Collectors are not working in Jira Service Management
• How to use the Approval Complete trigger with workflows that have multiple approval steps?
• Text formatting in the Customer portal
• Automatically increment Insight attribute
• Possible causes for not being able to submit a Request in Customer Portal
• Error message "Invalid date format" for specific dates
• How to sync comments from Jira Software and Service Management tickets
• Collaboration between Jira teams
• How to copy values between multiple choice fields via automation.
• Generic error message when trying to deactivate ITSM features
• Permission and access issues due to duplicate accounts
• How to show workflow transitions in the portal for team-managed projects
• How to lookup Objects on an Insight Objects field using values from a Select List (multiple choices) field in Automation
• Export Insight Object fields to Spreadsheets and Word
• Remove a Slack channel from the Chat configuration page in a Jira Service Management project
• All the Requests Types are spinning forever on the JSM customer portal
• Automatically share a ticket with all reporter’s organizations
• Changes in Confluence that affects viewing articles in the Customer portal
• How to update ticket status when customer adds a comment
• How to disconnect a Channel from JSM Chat
• Unable to access Portal Customers list on site administration
• What happens in Assets when an Atlassian account linked to an Object is deactivated or deleted
• Assets do not appear in Issue View after importing issues
• Known problems with viewing requests on the customer portal
• Identifying the number of Automations running in Jira
• Using the request-channel-type property on filters
• Updating the Responder field with Automation
• Knowledge Base article viewed from the Customer portal have broken or missing images