Hernan Halabi Community Champion

Hello, there are many in the marketplace for you to pick. Just search for sla and you'll get several results. Our company as partners can help you with the licensing and setup if needed.

Perdón la demora en la respuesta, si editas el ticket tampoco aparece para que pongas un valor? En general si no tiene un valor el campo no se muestra en el ticket, deberias de poner un valor primero y luego ya aparecería visible. Igual hay algo que no tiene mucho sentido dado que en la segunda imagen dice que se esta…

If you created the custom field and mapped it on the import you should check that the field is listed on the view screen of the project you are using. If you already did, send me some screenshots to help me understand the settings you have done so far.

I would suggest you get a new cloud environment, restore the current one there and do the import there. So you will know what happens and you don't break anything from production

Make sure they are part of jira-servicedesk-users group. That should do the trick

Hello, you need to check the global permissions and make sure the user belongs to a group that grants him browse users permission. That should do the trick

Hi @Mary Franke looks like those users don't have Jira service desk licenses. Only agents can submit tickets on behalf of someone else and if that's missing it's because they don't have a license assigned

I believe I did that a while ago and there were tools to help you with the migration. You shouldn't worry about infrastructure since you are on cloud. From the many migrations I've done from various tools to Jira I would suggest you not to modify Jira to behave as the previous tool. Worry about migrating the information to…

Hola @Andreina Guerra puedes pasar imágenes de lo que configuraste para poder ayudarte a identificar que puede estar pasando?

Hello, take a look to the following apps to integrate both tools https://marketplace.atlassian.com/apps/1215185/sync-ibm-rational-doors-with-atlassian?hosting=cloud&tab=overview https://marketplace.atlassian.com/apps/1211035/agosense-symphony?hosting=server&tab=overview Hopefully one of those should take care of items 1…

If you are in server I suppose you could do some magic with a database query to search last activity per user per type of project. Unfortunately I'm not a DB guy who could help you build such query. Within Jira I don't see it very likely to be possible

Hi @Smash I suggest you check my answer here to see all the possible things that could be causing this

If the default security level doesn't list the reporter there, the user won't be able to see the issue. The fact that they don't have permission to change the security level doesn't imply that the default one will be applied

You can't do that with native reporting but should be doable if you add eazybi app to your environment

If you are in cloud at some point to will end using the new issue view, you won't be able to avoid that I'm afraid

With automation for Jira add-on you should be able to do that

No, approvers are as clients, you don't pay licenses for them

Yes, apps licenses must always match Jira license, it doesn't matter if only a single user makes use of that app.

I suppose this is your solution then That addon will allow you to do this without major issues

Hello @Elden Dutton what @Nich Hogue suggest would work if you are using Jira software. If you are talking about Jira service desk instead, check the following link in order to reflect your working hours into your SLAs metrics https://confluence.atlassian.com/servicedeskserver/create-and-edit-sla-calendars-976770869.html

Hello @Abdul Kader Broachwala in order to ensure that a field is visible on a screen it needs to meet the following criteria Must be on the screen associated to the screen scheme that is assigned to the issue type you want it to be seen at the issue type screen scheme (long phrase but trying to make it as clear as…

Problem seems to be on the second image. There should be groups that assign the users their license and that seems broken. If users don't have licenses they won't be able to use the Jira functionalities 

I'm not sure how to achieve this as you desire but what I would do instead is develop a simple app (or train someone to do it manually) that when the subscription is paid the organization is added to the project and removed as the subscription is expired. That way agents know that if they received a ticket is because is a…

At this point I think you will need some development to do this. I don't expect it to be too complex. You need to bring some information from the ticket and add that to an invoice template and send it over. I'm not a developer but shouldn't be a huge task

Hello @Carl Lundberg in my experience if you track your stuff in Excel then you can track it in Jira. I suggest you contact us via our website and we can help you assess if it's really going to be the case.

I don't think that's going to be possible. You could try JavaScript to hide the button but the user can always use a keyboard shortcut and skip the limitation

You should report that to tempo support, this doesn't seem something you can fix from the frontend

When you mean the list is because you expect to share the software ticket with the members of the organization from JSD? If that's a yes, then that won't work as you desire. It's doable but implies far more config and licenses for sure 

* Create a new project with some key, * moveall tickets from ABB (old AAB) to that project, * delete ABB project. * Create an AAB project. I would expect that to work

Not the way you have it on JSD. In the past I used a CSAT subtask ticket to send to requesters as the main ticket gets closed. Isn't the best solution but might work