JIRA Service Desk 3.4 Documentation for JIRA Service Desk 3.4 2 Contents JIRA Service Desk Documentation . 4 JIRA applications overview . 4 Permissions overview . 7 Installing JIRA Service Desk . 14 Getting started with JIRA Service Desk . 14 Getting started for service desk admins . 17 Setting up your service desk . 18 Creating service desk request types . 19 Making queues for your service desk teams . 23 Adding service desk agents . 24 Customize your service desk channels . 26 Bring your service desk to the next level . 28 Introduce customers to your service desk . 30 Explore a sample project . 31 Getting started for service desk agents . 33 Administering service desk projects . 35 Managing access to your service desk . 35 Configuring the customer portal . 37 Receiving requests by email . 42 Managing the email channel . 45 Troubleshooting issues with the email channel . 45 Setting up service desk users . 49 Managing project role memberships . 52 Setting up queues for your team . 53 Automating your service desk . 54 Managing service desk notifications . 57 Setting up request types . 61 Troubleshooting issues with request types . 66 Workflows . 67 Setting up approvals . 68 Setting up SLAs . 71 Reporting on SLAs . 76 Example: creating a basic SLA . 78 Example: creating an SLA that doesn't track continuous time . 79 Example: creating an SLA with multiple cycles . 79 Example: creating SLAs based on due dates . 80 Using JQL queries specific to SLAs . 81 Setting up service desk reports . 82 Default service desk project configuration . 86 Using JIRA applications with HipChat . 88 Using JIRA applications with Confluence . 93 Working on service desk projects . 96 Working with issues . 97 Attaching files and screenshots to issues . 98 Creating issues and sub-tasks . 99 Creating issues using the CSV importer . 102 Editing and collaborating on issues . 107 Linking issues . 110 Editing multiple issues at the same time . 115 Moving an issue . 120 Visual editing . 121 Scheduling an issue . 122 Logging work on issues . 123 Approving a service desk request . 127 Customizing the issues in a project . 127 Searching for issues . 128 Created in 2017 by Atlassian. Licensed under a Creative Commons Attribution 2.5 Australia License. Documentation for JIRA Service Desk 3.4 3 Basic searching . 131 Quick searching . 133 Advanced searching . 136 Advanced searching - fields reference . 142 Advanced searching - keywords reference . 172 Advanced searching - operators reference . 174 Advanced searching - functions reference . 183 Search syntax for text fields . 199 Saving your search as a filter . 205 Working with search results . 208 Constructing cron expressions for a filter subscription . 218 Managing your user profile . 219 Allowing OAuth access . 222 Requesting add-ons . 223 Using keyboard shortcuts . 224 Adding announcements . 225 Adding customers . 230 Adding request participants . 232 Using service desk.