Patricia Francezi_iDev_ Community Champion

Thanks for the feedback. If you mind, I would ask you to accept my answer. :) Regards 

Hi @ESCA IT Manager Welcome to the community. Currently the Create Screen Shows the Request Type + Issue types (in that order), as the agentes opening issues on behalf of customer, mostly needed to perform 2 steps. Now that we have the request type in the top, its easier to agents to select the right request type in one…

Also check this doc for resending the invite https://confluence.atlassian.com/jirakb/how-to-re-send-invitation-emails-for-new-jira-users-779160875.html

HI @Rob Did you Try Atlassian Admin / User Management / Service Desk? My projects accepts emails without accounts, so all of them here are active. The users that created logins, there is a column with the last activity that shows the last date they logged in Also shows me the users that never logged in the portal. Check if…

Oi @COO Por aqui não conseguimos ver sua instância. Seria mais rapido e facil para ajudar se enviar um print da tela de SLA e do calendário e a automação para verificar. No aguardo

HI @Felix Schmidt Is that any other rules before this new JQL, like, a goal ser for a priority = Critical? (if you do, the SLA will stop searching for any other goal as soon as it finds the first satisfying query. It does in line order) Organization is alwas filled in your issues when created or its done manually? Are you…

Hi @Asher Francis and @Jack Brickey I think that the reason is that JSD would be used to share information about the issue customers opened, with the customer. Without the Request Type associated, customer is not able to see it in the customer portal, even if they are the reporter. Also, for 1 issuetype, there may be N…

I recommend you to check more information about this new jira automation, as it has some usage limit between projects (global rules). For automation inside the same project, there is no limit. Thanks for your feedback. :)

Hello, I found an explanation here https://community.atlassian.com/t5/Jira-questions/Add-Organizations-field-in-Create-Issue-Screen/qaq-p/633126 This does not solve the problem, but there is a option in Project Automation to set organizations based on their domain, when issue is created i.e Jira Service Desk nowadays have…

Hi @mike.pearson When dealing with SLAs you need to keep in mind that if no one of the conditions you put in the JQL for goals matchs fully with your issue, it will be marked as "No target" and then the SLA field will not appear. Seeing your Goals I saw that they are based on Issuetype (system field), AND another field…

hi @lucas.souza Welcome to the community! I use Automation for changing Request Types based on summary or description, that comes with e-mail issues. In Project Settings / Automation you can use a template "Triage Email Requests" as examples, and the action "Then do this" - edit Request Type name. There are a "Project…

waiting your feedback if it works :) Im here for any other question related, ok?

If you are creating the ticket via Agent view, you should select the customer in the "Reporter" field in the Create Screen. If you dont have customers in your service desk, more configurations need to be checked and how you want to work with your customer portal, and request by email ie. This doc is a good start…

Hi @Darryn You need to be a Project Administrator, or Jira Administrator to be able to setup an account. Could you share your level of access in order to help you with more instructions if youre already have one of this access levels?

Yes, this is only solution available for "disable" this field, but there are implications on not using Organizations in the future. i.e. you could set up slas based on organizations, etc. or reports based on your customers and so on.... :( Service Desk Next Gen projects are new, so we can not expect all features from…

Hi @Sinshith Sachidanandan have you tried to take the grouping off and see what Happens? The default, from project template is "General" as I showed in my screen shot. I saw you have a "Sub" group there. Except for that, it should be working like mine. 

Olá @Yure Augusto Seja bem vindo a comunidade. Você precisa verificar quantas licenças tem disponíveis para o Service Desk. A oferta começa com 3 agentes, valor de 10 dólares. Para versão Self Managed - Server, diferente dos outros produtos em que existem 10 usuarios por produto, o Service Desk sempre contou com 3 agentes…

Very nice! I will try to get all of them after acp-600 testing (nex week....)

Entendi que você quer desabilitar a opção do usuário, e realmente isso não tem. https://jira.atlassian.com/browse/JSDCLOUD-5307 Se você tiver um tempo para entender Permissões e Issue Security, tem dois Free Skill Builder para isso: https://training.atlassian.com/free-training-catalog Issue Security in Jira Configuring and…

Hi, If you are migrating from Server to Cloud, You will need to map the old Request Type ID to the new one in cloud, and convert your CSV. From the SLA, bulk import is like creating new issues, so the SLA starts from the creation. If you are running a brand new cloud instance, I would suggest to use the backup import…

Nice one. I just miss more doccumentantio available about smart values. i.e the docs show how to get an smart value, but it seem out of date, and so one.

Hi, I guess your request types are grouped https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-issue-types-in-next-gen-service-desks/ Check the session Group request types I checked my Next-Gen project, and they are not grouped, so showing directly in the first page in the portal because there is only one…

Fabio, O padrão do Jira é de poder ver as issues criadas na organização, até por questões de "alguém já solicitou isso antes", o que salva algum tempo de agentes. Eu entendo a questão da segurança, e a ferramenta possibilita a restrição do acesso, caso a organização não utilize o padrão. Mas isso só pode ser feito através…

Hi @carol_peterson Welcome to the community. Well, I´ve been there.... Its not a bug. Service Desk templates needs improvements, and in general they dont have resolution as a mandatory field. Resolution not set is a whole world of problems with reports, if you dont manage to collect it, or to populate it. The ways for…

Im sorry for that. There is no option to disable, indeed. There is a suggestion for that https://jira.atlassian.com/browse/JSDCLOUD-5307 If you are in a Classic Project, a way to solve this would be by permissions scheme / issue security scheme. 

Hi @IT - Avantis Team Welcome to the community Please have a look in this doc https://support.atlassian.com/jira-service-desk-cloud/docs/change-project-customer-permissions/ I hope this helps you. 

Question: Is this project Classic or Next-Gen?

Hi @Sinshith Sachidanandan Welcome to the community! It seems to me you dont have visible Request Types in your project. You need to create them in your project configuration / request types. Then associate them to Issue types. For complete information on Request Types, please check:…

Hi @Christian__Palomera Welcome to the community! Service Desk Next Gen projects are recent in the templates, so there are many features that are not available yet. This is one of them, Transition from Customer. Atlassian works with suggestions, so I do recommend you suggest this feature. If mandatory for you, I also…

Hi afrank@oregoncf.org Welcome to the community ! When your customer creates an account, they are acctually creating an Atlassian account, that might be used for different Service Desk Portals. So, there is no option from the Jira Admin perspective to change this processes. You can find an answer from Atlassian Team in…