Hernan Halabi Community Champion

Even if the customer goes to the portal url he can't access? What does it say when going there? Provide some screenshots if possible. What I would expect to happen is that once the user has a license, of the user goes to the base URL, there won't be a redirect to the portal as usually happens with unlicensed users, but…

@Boris Maksimov I am quite certain that it doesn't only apply for drop-down menu only. Install a trial and give it shot

Columns on a board are matched to workflow status in the backend, the only way to move a ticket to another column is if the status is being changed. Having said this, if you are moving the issues from column to column, then the status is changing. Even if you refresh the ticket/board you don't see such change reflected?…

Hi @Harry Bob I'm afraid you are right, both things are comments and can't split those permissions as you desire

if you want something simpler you could set a default assignee for anything within the project by going to the project details an then at the bottom of the page. I suggested the other solution since it's specific for the emails scenario only

Hello @James D_ Moore I suggest you check the Webhooks documentation, this might help you achieve what you need. Depending on the tool you have on the other end, there might be an app on the marketplace already.

I would edit the request type associated to the emails and add the assignee field there but hidden, when you do that, it will all you to set a default value, there you add whoever you need

You might want to check the following app, it should help you achieve what you want Https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk

No problem, ping us if you ever need more help. Please don't forget to mark this as solved if it's the case

It's pretty much the same, give them licenses implies granting them access to the environment. Then if I got the idea right you won't fix this with permissions, you will need to provide the customer another field where they would paste the url of their linked issues.

No you can't do that. Just one by one and use a saved config at most to save some time at most. Else you might want to consider addons that work with excel files to import that more easily maybe. Personally I try to avoid csv import because I'm my experience there is always a chance that something goes wrong during the…

@Scott Bailey can you confirm if I got the idea right? Remember that if it did, the problem isn't the permissions. Add some print screens to help us understand if not.

Rather than troubleshoot I would suggest you import the issues one issue type at a time. You do the import without setting the issue type so it works as expected and then you bulk move to the right issue type. I know it doesn't solve the error but it's a quick workaround that might save you a lot of time

I'm afraid that functionality isn't in place yet. Sound interesting though ;)

If I get the idea right then I don't think there's a pretty solution. I understand that the following is happening A customer links their issue to another in the portal Then someone clicks on it a takes them to that ticket but within Jira rather than the portal Clients can't see it because they don't have licences. If this…

I've seen this a lot when "consultants" don't pay attention to details, you will have to query each field or maybe another option is to query for any issue that has a value on the fields you care, export that to csv and analyze the data from there, then you should consider merging all the information from the duplicated…

If you go to the custom field setting, does the field have a context there for bugs? By default I believe the answer is no. Optionally check that on the field configuration the field isn't hidden, this is more unlikely to be the case 

hello @Scott Bailey when linking issues Jira doesn't check if the ticket is service desk or core, it just cares about the issue ID, that's the only identifier you need. If you provide extra info I might be able to help you more but the way it works is basically how I described it

Great, don't forget to mark this as solved then

Email requests only work for request types that have summary and description as mandatory. When it takes you to the request types view, click on the edit fields of the one you one to use for email requests. Ensure there that only those two fields are mandatory, if you have another you will either have to do it optional or…

That will depend on the setup of the permission schemes used on all the projects you have. You must ensure that all those are restricted before granting access to the third party members. The guidelines would be, * Setup the permission scheme based on roles * Make sure that the anyone with access to Jira is not part of the…

@Roy Dan what you are looking for is only available on cloud which is why you can't find it

The Atlassian crowd change shouldn't affect the behavior, were you able to validate that with this config all users are synced? Specially the ones without license

Yes you can do that, I would suggest you create two pages within the space. One named public kb and the other one internal kb. On the second one you must restrict the page to the agents group and then you start adding content to one or another page depending if is meant to be seen by the customer or not. Let me know if you…

No, just the epic

Hello @Laurent Tourneux we have done stuff like that in the past using automation for Jira add-on. On it you would configure it so each time a ticket is created and matches certain info, it creates another for the other request type and copies some information from the original to the new one so you save a lot of steps

Well the good practice would be to use an add-on. There should be files that you can tweak to have your view but I wouldn't recommend it. Keep in mind that as you upgrade your environment you will need to reflect the changes all over again and the way to do it might change from time to time. Add-ons work better since all…

Hi @Eduardo Pascoal if you are on cloud you can't do such thing.

Then I guess that this tiny piece of my comment might be the only thing useful if I get it right. On the big board I do setup the linked issues to be shown on the cards so I can see at glance which are the related tickets and projects to that issue.

What @Nic Brough -Adaptavist- mention is correct but I would like to add that the process is as "smooth"as described if you don't have apps involved. If that is the case you might have to add a lot of validation of what was migrated and what wasn't (depends on each app). Some apps might allow you to back up and restore but…