Patricia Francezi_iDev_ Community Champion

weird that i post to you the foundation of the agent as a customer, and it didnt showed here. just for your info: https://confluence.atlassian.com/jirakb/service-desk-agents-will-be-treated-as-customers-by-jira-service-desk-970264344.html

Congratulations @Kay M !!!! if possible, share with us your "method" :) 

Well, then we maybe found the issue Check if the conditios met? - I saw an agent as request participant in the issue snapshot. https://confluence.atlassian.com/jirakb/service-desk-agents-will-be-treated-as-customers-by-jira-service-desk-970264344.html I still think that you might solve this putting "Resolution: Set" in the…

If you dont put the "Resolution: Set" in the Stop Column, the SLA will not consider the automation for stopping SLA. The close automation would stop SLA if the target Transition is "Closed". If you transition for a different status then Closed, its not going to work. In the issue snapshot, the status is not closed, thats…

Hi @Alexander Boluarte Reátegui Currently is not possible to configure this field to set any default. There is a suggestion to implement it https://jira.atlassian.com/browse/JSDCLOUD-4382 If you dont want the customers to share the ticket with its own organization (that is the first option that is showed in this field) ,…

Hi @Irshad Sheik Your SLA is miss configured considering your goals. It starts when the Status "Account Manager - Resolved" is selected, and will stop ONLY if the new status is Closed or comment by customer. The resolution: cleared means that the "Complete" resolution, right bellow the issue status, if its taken off to…

I have opened a ticket, and despite of the security issues, its beeing treated as an "feature suggestion". So, we can simply follow and vote for this one…

@Peter Kueppers By using this article https://confluence.atlassian.com/servicedeskcloud/configure-field-layout-in-the-issue-view-975038911.html Check if linked issues fields is in the context fields. Maybe the Linked issues fields are missing from the screens. If its there, it should be present if there is at least one…

To get the completion certificate, you need to watch the full content. otherwise you will not receive the completion certificate.

Hi @Karthirenga Sethuramalingam Welcome to the community This articles shows the answer for your question https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html Be in mind that the change Global settings and project settings for this configuration to work. If you have any question,…

What are the details of post function 1? Its setting an status....

@Monika Rani Yes, it was showing as I attached last week. Now it has been changed to what you attached. Same place: right of community... not sure what it means 

Thanks @Andy Heinzer Again : i really appreciated your help 

Thanks for taking your time to correct and clarify things. I really appreciated! 

@Nic Brough -Adaptavist- yes we do, since they are the ones that can correct the official information. Orr the model, if its better. @Bastian Stehmann I really Appreciate your support!!! I was asked by a customer about it. Because the official communication includes jsd in those ten licenses, and because admin take a seat…

@Angélica Luz do you have information about this? ^ :( no answer from original poster so far... 

Hi @Nickolas Dinnan Customer, who opens requests and so on, does not need product access (license). Agents, who will work on tickets, answer the customer via Service Desk Agent UI, need product access (license)

Sounds to me that there is a required field in Resolve Screen. You need to investigate this screen. May be a custom field with the Fixed Value as a behavior /context.

@Ben Thoma its good to update this post... the snapshot bellow is showing in community, but post says may.... 

The notification scheme shows the email address to be used in sending emails. Is this correct? Is there any project sending notifications that work fine? Did you verified the email handler setting from global administrator configuration? Im here to help :) 

Infelizmente @COO não é tão simples quanto parece. Não tem apenas um jeito de fazer, e eu te indiquei a automação como alternativa, e você preferiu seguir com a automação que já iniciou. Não posso acessar sua instância, pois sou também uma cliente. Se não está sendo útil, e como mencionei anteriormente, mais rápido que…

@Ben Thoma just finishing admin part 2, and its really good for jira admin begginers in the cloud products. I wonder why Atlassian dont make it free for i.e new instances admins or something. This would improve learning courve, reducing the time a new admin in having key information on how to work in cloud, and also…

I saw this before the post... lol put the work right away.... very nice to show case university part of us! :)

Hi @Andy Welcome to the community! If you are using a classic project, you need to check your notification scheme in Project Settings / Notification - Issue Created. You can add / modify who will be notified by email in the scheme actions. In a Next-gen Service Desk project, notifications are divided in two Customer…

Nice! :) You can also accept the answer, this will allow other users to see that this solved your problem.

From automation, you can use JQL to match your custom dates, but the solution i found is not the best to measure this. The function now() doesnt accept informing the time comparinson so, I would do an approximate comparison by using startofday()…

Hi @Irshad Sheik Is it possible to you to share the SLA configuration snapshot? Per the first snapshot, sounds like the SLA is not stopping due to the lack of "Comment for customers", but I not sure. You can also select this status in the "Run stops" column in your SLA. 

Hi @Teju Naik For a user to import issues from CSV, your global permissions must be set to Bulk Change permission AND Create Issues permissions. The Bulk Change permission might be missing in your production instance, or disabled . Please check this doc…

Hi @Nilesh Mehta Welcome to the community. Currently is not possible to customize or change your portal URL. What admins have been doing to improve customer experience on this, is use its own DNS to redirect from know URL to the portal. 

Did you try full reindex?