Gaurav_0av1h6 Expert

Hello @Tatiana Dubberstein Apart from the add-ons, we can create automations to achieve this. The automation can be triggered when a ticket is created and some additional conditions, based on your business requirements. Let me know if this helps or if you have any other questions.

Hello @Jorge Vea The updated SLA times reflected after a few minutes for me. Is it the same case with you or are the SLA times not updating at all?

Hello @Faizan Iftikhar From the error message, it looks that the status 'Waiting for Customer' is either not applicable to the issue EFCS-208 or there is not transition to it from the current status. Kindly check the workflow which is applicable. Let me know if this helps or if you have any further questions.

@serge calderaraI was suggesting to create a filter (which can be used on Dashboard) which will provide yo the requisite results and the users can subscribe to it.

The drop down for JQL from SLA Goal under 'Filter by', would contain appropriate JQL for the defined SLAs. This will return all issues to which the select SLA is applicable. Let me know if this helps.

@serge calderara, This will be sending an individual email for each issue with all the specific details. Alternatively, if a single consolidated email is required, then a dashboard with appropriate filters can be created and users can subscribe to it.

Hello @serge calderara In my opinion this can be achieved using Automation. The automation can achieve the following: * Scheduled at a frequency, as per the requirements * Use the JQL to identify the required issues * Transition the issues to a particular status * Send an email to the Assignee, with appropriate details The…

Hello @Monique vdB This is a great initiative and would like to be a part for the same. Looking forward to it.

Hello @Berat Çolak This is possible using automation. If this is for limited projects like 4 or 5, then the scope can be adjusted accordingly; else if we need to for the entire then it needs to be a global automation. Please ensure that all the applicable projects are listed in the Projects drop down below scope. Kindly…

Hello @Jorge Vea I understood the problem and was able to replicate it on my end. So, what is happening, once we have moved the issue from Incident to Service Category, the 'Request Type' value comes back as Empty or None, due to this the SLA values do not change. This value needs to be updated, for the new SLA to be…

Hello @Vinay Sharma Please find below the ways to achieve these: 1. To remove any ITSM project from the Customer Portal, update the permission scheme and remove the Browse Projects permission for 'Service Project Customer - Portal Access' 2. For capturing additional details like time-zone, custom fields can be added to the…

Hello @Jorge Vea In order to have different SLA for different request type, you need to define the JQL accordingly. I am using this for same issue type but different priority and it works fine. Please fine below the screen shot. The JQL needs to be customized as per your requirements. Let me know if this helps or if you…

Hello @Raju For this, you can make use of the cascaded drop down custom field. In such a field, you have 2 drop downs and have the flexibility to define specific values for second drop down based on the values of first drop down. Let me know if this helps or if you have any further questions.

Hello @Monique vdB Can you guide me on what I am missing for this badge :)

Hello Everyone!! Myself Gaurav and I am from India... Really enthusiastic about JSM, and have been working in Jira for over 5 years now, primarily cloud variant.

Hello @Faizan Iftikhar As we are checking if the comment is internal or not, the system would treat all comments from customer as failing the condition and move the ticket to Pending status. Also, the link to Atlassian documentation related to smart values is here.

Hello @Faizan Iftikhar {{comment.internal}} is smart value. Please refer the attached screen shot reflecting the usage in JQL. Let me know if this helps or if you have any further questions.

Hello @Janakiraman S I have implemented something similar where I am using the check box options to decide the decide approvers for a change request. While implementing I am using <CustomField_CheckBox> equals "value", for the If condition. Please refer the screen shot for exact usage. Kindly let me know if this helps or…

Hello @Faizan Iftikhar This is a very interesting and relevant use case. This can be achieved using Automation which is triggered any time a comment is posted. Please refer the screen shot below for the details of the automation. The issue can be transitioned to a status as per your specific requirements. Kindly let me…

Hello @Shweta Singh Kindly contact your Jira Administrator or Project Administrator, as the "Create Issue" permissions have not been granted. Let me know if this helps.

Hello @Shweta Singh Welcome to the community. To raise a ticket, please click on the 'CREATE' button present in the top ribbon of your screen. Please refer to the screen shot for clarity. Kindly let me know if this answers your query or if you have any further questions.

Hello @Leon The Parent ticket of any sub-task is mentioned in the top row where the hierarchy of the ticket is shown. Please refer the screen shots below. Let me know if this helps or if you have any further questions. Parent Ticket: Sub Task:

Hello @Aman This is an interesting and useful use case and honestly I think there is no exact solution available at this moment. I would suggest to use the "Affected services" in the JQL to start off. We can keep an eye on the upcoming changes to see if we are able to use the 'Tier'; which is currently not available.…

Hello @partha.sarker As the Jira Software is Standard Subscription, the system by default is selecting the same for Jira Service Management. You can either create a 'new site' to get the free instance of Jira Service Management or reach out to Atlassian for a free instance of Jira Service Management associated to your…

Hello @partha.sarker You can have a free version of Jira Service Management and aetting up a "new site", is an option. Alternatively, I would suggest you to use the option for trying other Atlassian products from the current product. For this, click on the 9 dot matrix, before the Jira Software logo (similar to Jira…

Hello @partha.sarker Yes, you can use the free version of Jira Service Management. The free version provides license for 3 agents, which means you can have 3 people access the Jira Service Management projects and work in them. For detailed pricing, please refer the Atlassian site: JSM Pricing 

Hello @Raghava Reddy With Jira Software cloud, the approvers will not be able to APPROVE or REJECT; where Approval take it to next stage and Rejection closes it out. The approvers will be able to add comment informing of the decision. The ability to comment and Transition from a particular status can be restricted with…

Hello @Mark Wheeler This feature is currently available for Jira Cloud as a native feature now. I have used it and works seamlessly. Please find below the screen shot for the same. Please let me know if this helps.

Hello @Raghava Reddy Welcome to the community. For the above scenario, you will need to update the workflow and create an automation rule. Also, the ability to APPROVE or REJECT is possible in Jira Service Management by default, so I would suggest you use that. Automation rule will help you assign the change to the…

Hello @Eddy Krijnen Kindly find attached the screen shots for the default SLA metrics for first response and resolution. Please let me know if this helps or if you have any further questions.