I cannot see a tickets in que

[Matouš Křístek]

Hi,

I am setting up new service desk project with Kamban theme. 

I turned on email requets from customer, set up notifications. But after I send email as a customer, I receive automatic answer from jira service desk. But when I want to check that issue in my jira desktop project, I see my quess are empty. I cannot see any issue there even Jira already sent that notification to the customer where he can click on watch the request.

Where is a problem ? Why I cannot see that issue in my ques ? 

Thank you for an answer.

[Jack Brickey]

If you want to use a Kanban to manage your issues then simply create a Kanban board to do so. You can create a Kanban based upon the JSD project and define the columns as you wish, e.g. To Do, InProgress, Done

hope that helps

[Matouš Křístek]

Thank you for your answer, but I'm still missing some information how to accomplish what you wrote.

1. am I able to put kanban board into JSD project who have just ques and reporting available by default ? - If I am able to do so WHERE ? HOW ? - I need detailed manual which is actual to curent settings of JIRA (some manuals I read had different UI than we have in our Jira software now). I spent whole day yesterday to trying to figure it out and failed.  Only way which was semi worked for us was to create new project (bussines/software) where I can use kanban as a theme and somehow connect our issues from JSD to this new project (also not fully worked because rule for linked issues just creates copies which are not linked even they had to be (based on info and old manual) )

2 it is possible to just somehow change a theme of JSD project and still be in JSD project ? Because if I create new project with theme I like, it is automaticly created with certain type of project (software / bussines ... ) If I change this in Project settings afterwards to for example to JDS - whole theme changes to standard JSD look again.

Thank you for your time and complex answer (you investigated the issue or you just know where to change settings in specific project types to accomplish certain goals)

[Jack Brickey]

@Matouš Křístek, sorry i didn't see the "I'm new here" badge by you name so made some assumptions on your general understand of how things work in Jira. 

First let me say that there is a ton of good documentation that I encourage you to reference as generally you can find most answer there but certainly not all and certainly not always easy. This can be found at atlassian.support.com and you can select product and version.

With that said let me see if I can assist further. The following is for Cloud so if you are on Server the details will vary.

Create a Kanban board for your JSD project:

1. click on the magnifying glass (cloud only otherwise go to Board, create new)
2. at the bottom of the boards section click on view all boards
3. click on Create Board
4. click on Kanban Board
5. select board from and existing project and Next
6. give the board a Name
7. select your JSD project
8. for Location scroll to the bottom and select your project (note: you wont see your project in the location drop down because on Software projects apply here)

now if you want the board filter to be something other than project = jsd-project-name then you will want to either select "from existing filter" in step 5 or you can edit the filter later.

also, you can add a link to the Kanban board (since it is under your profile) to the JSD project page side bar by going to the project and click Add item on the sidebar and paste in the link to the board.

#2 JSD has its own theme it will not look like JSW.

[Matouš Křístek]

I'm getting further..

I was confused by the layers of project settings. In one I cannot change certain thinkgs and in other I can. So I figured, hot to asign incoming tickets to certain user.

But now my question is : It is possible in Jira service desk project use any general Board list/page ?

We have bussines project with : to do / in progress / done etc  colums which are very nice. We would love to have this type of system of sorting and showing of an issues in our service desk project. Is there any way, how can I add this feature (general board) to this project ? So any users can see the main page with this kind of sorting ? 

If its not possible in jira service desk project I would like to ask you, if there is an option to make some automatiozation proces that our service desk project recieves requests from customers and we somehow link them to another project which have sheme with Board, where we can see and manage these issues ? (received via service desk)

Thank you a lot !

[Matouš Křístek]

I found something. All issues are visible in our General list. How can I edit - link this type of issues directly to that newly created jira desktop project ?