Group tagging and Customer Request Type Issue and Text overlap issue and Customer Service email

Question

Hi there!

1st question:

Could you please let me know if I can group tag cases? Let's say I want to find all cases that contain "x" text and then tag them all with a certain Component or Label. Is that feasible?

2nd question:

I have problems with people who don't use Jira not being able to see the original request. After speaking with our company's Jira support devs, we found a slight work around by assigning specific Customer Request Types to specific Issue types, but still, the only available options I have are Service Request (connected to Email request), and Feedback (then I have manually select Feedback as the Customer Request Type as well). I want to be able to use other Issue Types, such as Bug, Improvement, Inquiry, without the fear of participants not being able to see the requests. I would like to kindly ask you to not mention code in your reply, as I'm not a developer. I've found a few threads regarding this issue and all of the answers weren't "Go there, change that, click there" but instead code amending solutions. Thank you!

3rd question:

In the new Jira view, when there are let's say 5 comments, and then I'm trying to add another one, and it is quite lengthy, if I want to see the older comments before posting it I can't. By scrolling, the comment section is not moving, and only moves when the page reaches the top part when the original request is. I have created a video to show this issue, but I can't share it here for everyone to see due to sensitive information on the comments. If you have an email for me to provide it I would be glad.

4th question:

Some time ago (not too long, maybe a few months from what I remember), I was able to internally tag people and they would get an email with my comment. These people weren't Jira users, but still when I tagged them they saw the comment.

Now, this doesn't happen, they don't get emails and I fortunately thought about checking in with them in order to understand that they weren't notified about my comments. Any ideas?

Sorry for the long text, but I need to address these issues as I use Jira daily, my work is based on it, and some of these really affect my user experience.

Thank you kindly in advance,
Ioannis

Angélica Luz · Answer

Hello @Ioannis Chatzisavvas

Welcome to Atlassian Community!

Below are the answers and some questions.

1st question:

It depends on how you want to view the issues. You can, for example, add a label to tickets and then show it on the dashboard.

If you just want to see all the results, you can go to Filters > Search for issues and use:

labels = label1

component = "component name"

For text, it only works with "contains", so when using it will show all tickets that have the specific words.

* What is a Jira dashboard?
* Perform a basic search
* What is advanced searching in Jira Cloud?

2nd question:

The request type is what allows customers to see the issue on the customer portal and also what triggers the notifications to them, so all requests shared with a customer, must have a request type.

To configure request types, create new ones and associate with new issue types you must go to Project settings > Request types.

Classic project:

Next-gen project:

When a customer creates a ticket using the portal or email, the request type will be automatically filled. If an agent created a ticket through +  or Create button, they will have to select a request type or manually add after the ticket is created.

3rd question:

I'm not sure I understood correctly where you are adding the comment, is it on the portal or the agent view?

I tested on the agent view and I'm able to click to view older comments that were collapsed.

What browser are you using?

4th question:

Only people with an account on the site are able to receive notifications and see the comments. If mentioning a customer, they will only receive a notification if the request type is not empty.

Regards,
Angélica