Rene C. [Atlassian Support] Atlassian Team

Hi Madhu! I'm afraid that the query is not that complex and it should work in any 7+ version. The best advise I can give here is to break down the query and start looking at one table at the time, and verify if there is any table link that is not working for your case.

Since this is something that is currently not possible, you could try changing the text directly in SD files, you can check what I found at: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customize-Welcome-email-for-Customers-and-Agents/qaq-p/1052902#U1055133

After looking into it, the welcome emails are actually not a in a template file, but rather made out of a set of properties, very much like the translation strings. The properties of both Customer/Agent's welcome email are located within 2 files: For English: open the file jira-servicedesk-x.x.x-REL-xxxx.jar (this is…

The place to look for the templates is inside 2 new plugins added in Jira 8, located in the <Jira Installation directory>\atlassian-jira\WEB-INF\atlassian-bundled-plugins: * Jira inform - batchers: com.atlassian.jira.plugins.inform.batchers (batchers-1.0.23.jar) * Jira inform - batching plugin:…

I would say that the easiest way to get this is to dive in the database. You can use this query to obtain all the users and the number of issues assigned, including the ones with no issues assigned at all. From it you can work around it to shape to your needs: SELECT au.lower_user_name Username, count(i.*) IssuesAssigned…

Hello, Felipe! I believe you can benefit from this article, which includes all the information you would need to troubleshoot performance issues. This is a tricky kind of problems to troubleshoot and it always depends on several factors related to your environment, but hopefully this will help giving some clarity:…

Hello! Currently it is not possible to create sub-groups or sub-request types in Jira Service Desk. One way to implement something like this would be to use a field to indicate the sub-group that the issue belongs to. Please check this other similar question: *…

Hola! DURING se utiliza para verificar si algo ocurrio (o no) dentro de un periodo. Por ejemplo: status WAS "Resolved" BY jsmith DURING ("2010/01/01","2011/01/01") esto obtiene las incidencias que fueron Resueltas por el usuario jsmith entre 01/01/2010 y 01/01/2011. Espero te sirva!

Hola! Para hacer esto puedes ir al Workflow, editarlo, y ve a la seccion de Propiedades, ahi agrega la propiedad jira.issue.editable con valor false en el estatus en el que ya no quieres que se puedan editar los problemas y listo!

Hola, Kenia! Jira utiliza solo una direccion de correo para las notificaciones, pero algo que puedes hacer es configurar un correo diferente a nivel del project, esto se puede hacer en Project Settings > Summary (puedes ver la documentacion completa en: Configuring Email notifications El detalle con configurar un email en…

That being the case, I believe the suggestion from my colleague @Andy Heinzer would fit better for your scenario.

Hello! I suggest giving it a look at our documentation page Migrating Jira applications to another server which will give you the steps to take the information from the server on IT1 and take it to an installation on any other server. When you mention mixed data, I'm unsure what it means, but the XML Backup form Jira only…

If what you need is to make sure that the issues are created with a request type, you can try the automation rule mentioned in this feature request: JSDSERVER-5743 When using the Create Button or the 'c' key for a Service Desk Project it should correctly create a ticket.

Hello! Now that the Honeypot technique is no longer effective, as of Jira SD 3.12 (also backported to 3.9.6) if the CAPTCHA is enabled for Signup in the General settings, it will also appear in the Signup page for Service Desk. This should be enough to stop spambots from creating accounts when you have the public signup…

Even though this is marked as resolved: The Icons for Service Desk request types are stored in the Service Desk jar file itself: For request types: jira-servicedesk-3.8.1-REL-0001.jar\img\request-type-icons For the issue types: jira-servicedesk-3.8.1-REL-0001.jar\img\issue-type-icons You can open the file with any…

Hello Mark! This question was posted a while ago, and I'm not sure if you were able to solve this issue, but the error in the logs seem to be that the tables for Viewport do not exist, I suggest you try restarting your instance, and verifying again, as Service Desk is usually able to recreate all tables or objects missing…

Hola! Me temo que con las caracteristicas de fabrica de Service Desk no incluyen funciones que hagan posible crear paginas dinamicas del modo en que lo requieres pero podrias probar add-ons que den la posibilidad de personalizar tu portal, como: * Extension for Jira * Jirassimo Intake forms (Cloud Only) Saludos!

My apologies, I should have clarified I was talking about Jira Server!

To give a bit more clarity on how the Customer's list is filled, the key is in Project Settings > Customer Permissions. * If the customer permissions are set to allow "Anyone to create issues on the project" or "Customers who have an account on this JIRA site", customers will be automatically added to the list. * If the…

That is interesting, you might want to check all the values from the table changeitem, by using something like the following and see if the values are in a different column, as not all field types save the values in the newstring column: select ji.id, ji.issuenum,pk.PROJECT_KEY, ci.* from jiraissue ji left join changegroup…

Hi! I believe there was a confusion there. The name 'Test Multi Version' is the name of my custom field, in your case it would still be 'Identified in Release'. If some issues are not returning results for the values, do you mean that the issues have a value in the field 'Identified in Release' but in the query it is not…

I did some tests using the same core query as yours, and in my case, I alwyas get the complete value: Have you verified if there is a pattern or difference in the issues that give a value vs the ones that don't?

Hi! When you mention that it is not completely capturing the custom field values, do you mean that something is not being shown? Also, for more context, what kind of custom field is 'Identified in Release'? Some fields might have nested values that require some tweaking in your script.

Just a small correction: it is not a bug, it is a Feature request, and the way Feature requests work is based on the Implementation of New Features Policy I encourage you all to Vote (click in the Vote link on the right side) for the issue to gain traction, if you would like to see this implemented in future Jira releases.

I know this is an old question, but the names shown are just an example meant to showcase how the template will look when it has names in it, the names Alpha, Brett Kennedy, Rey Jakku, and Finn 2187 are hardcoded and are not real users.

Hello! If your scenario is indeed that you had SD installed time ago, and then uninstalled, time passed, upgraded your instance, and now at 7.5 you experience the issue, it is technically possible to purge the old SD data, although it requires dropping a few tables. The scenario is currently tracked in the feature request…

I know this may be an old question, but for everyone who is experiencing the same, as of Jira 7.8, the Global Permission Jira System Administrator (not to be confused with Jira Administrator) is required to be able to configure the details of the Outgoing Mail, while Jira Administrators can only turn it ON and OFF. 

Hello, Avinash! The issue you are experiencing appears to be related to a missed upgrade task. This is due to a known issue that can happen if you had Service Desk installed in Jira 6.4 or older and then upgraded Jira to a newer version, passing Jira 7.0 without having Jira Service Desk installed. This would cause an…

Hello again! Just wanted to mention that, today, Portfolio has been updated to be compatible with Jira 7.8! Let us know if you face any issue in the future!

Hello, Pier! Portfolio releases are done about every month, and each release usually supports the latest Jira version. The next release of Portfolio should be released in around 2 weeks more, so I suggest to stay tuned for the next update. At the moment, Portfolio is only compatible up to Jira 7.7.2.