Mike Bowen Expert

Hi @kennethkong2019 Your attachments are showing in the TEXT view, therefore no thumbnail. Try changing the view to Visual. -Mike

Hi @Ifran E No you can't remove the word 'paste screenshots', given file attachments could be files, screenshots or whatever... However what you could do is add a message and colour/color it. For example in Visible fields you could add some colour/color to your field help using some basic markup code. Results: In the…

Hi @Hannes * Is it your intention to keep the two organizations separate and if so why? Is it because you want specific request types for each? (If so then yes you need two Jira Service Desk Projects)? * Each project can be branded = yes (if this is what you want). * Users in Org A can only access 'their' portal and vice…

Hi @Izabella Cikalova Why do you care what your customer has? Surely if you are moving to JSD cloud, the only thing that is important is that you educate your customer to use your Customer Portal to raise a service request. Mike

Hi @Chris Self Yes this is possible and it doesn't require using the Activity Stream Gadget instead use the Filter counts gadget. One can specify any amount of filters to count e.g. Resolved tickets, tickets with various statuses, tickets within or exceeding SLA etc. You can make custom filters as well using JQL. One can…

Assuming the internal user has access to Confluence. * Create your template and link a label to it. * Create a landing page in Confluence with a Create from template button (when pressed it opens a new template with defined label, which you want user to fill in and publish). On the landing page have a Content by label…

Hi @Raj Chaithanya * See https://confluence.atlassian.com/cloud/two-step-verification-976161185.html * User / Customer can cancel a ticket but once the request is created, only Jira Administrator or Jira Project Administrator can delete the request. * See https://www.atlassian.com/trust/privacy/gdpr * Not sure. *…

Hello @fran.quintero Without creating a new Jira Service Desk and you can't unless you go down the route of educating the two groups. (this is possible as I have persuaded different organisations to use different request types). Do the two groups know each other or are they two organisations? If education is possible (e.g.…

And one more question, do you need the template link to be visible in the Service Request Description once it created? Mike 

Hi @Mogens Hald Kristensen You could try Automation for Jira-Server LITE (Free Plugin), it definitely allows you to set up a Twilio SMS automation rule when an incident creates a ticket. I've set it up for cloud, specifically for Incidents out of hours. Works a treat. When you sign up to Twilio they give you X amount of…

Hi @nigel.bannister * What are you trying to do? * Do you want the Service Request to have the template automatically linked or * Do you want the template to link to the Service Request? Mike

Correct, although if that customer (user) exists in multiple organisations then it is possible to select another share with (org). Take for example a user at IKEA HR division, might also exist in IKEA ACCOUNTS division. -Mike

Hi @nigel.bannister * Who is the Service Request aimed at? Customer (external) or Customer/user/agen (internal)? * Is the template on Confluence or ? -Mike

Hi @fran.quintero * How are you customers raising requests currently? Via the customer portal or email? * Have you defined customers into Organisations? For example Customer 1 to 10, have you added them into Organisation A via email invite and Customer 11 to 20 into Organisation B via email invite? In Jira Service Desk see…

Hi @Sergei Gridnevskii The Shared with field appears on all new request portal screens automatically, but is only seen when viewing the Request via the Customer Portal. Basically create the Request Type you want and when the fields are added (e.g. summary, Description, Attachment etc.) and saved, when visited via the the…

Hi @fran.quintero Are you using the the standard automation built into Jira Service Desk Cloud or the Jira LITE Automation (free plugin)? With the latter you have the advantage of specifying anybody in the To, CC, BCC of the email, based on the assignee or any criteria you choose. Here is an example: -Mike

So you have accepted your own question... ;-)

Totally agree! On a separate note given how many articles you've said you have, what do you think of the page size (do you have articles with images) and the limits that are set on them?

Hi @Brian Peters Why don't you define better categories and spread the articles across them? I am sure if you reached out to Atlassian Support they could extend the limit on the categories for you. I am aware of limits on certain things (such as SLA rules, Queues etc.) and it is possible this is another one. Kind regards,…

okay @Anthony Smith So there is this free plugin called Automation LITE for Jira that could certainly help you and I've been able to replicate what you have asked for: If you decide to use this, don't forget to turn off the old notification. No point getting two notifications. Automation Rule: WHEN: Value changes…

Hi @Paulo Merlotti I've also been looking and my guess is NO because Jira Service Desk is a project in its own right likewise Jira Software could have a classic or Next-Gen project tracking Version numbers. Our DEVs have versions for their projects, and no where in the set up can I see how I could link Jira Service Desk to…

Hi @Anthony Smith You mean the email notification the agent gets when a customer raises a request? What extra detail are you after? -Mike

Hi @Paulo Merlotti To populate the Affects Version field in Jira Service Desk do the following: * Go to Project Settings in Jira Service Desk. * Versions. * Add your versions along with (optional Start Date and Release Date and Description). * Save. * Go back to a ticket and if you click on the Affects Version the pull…

Hi @Stuart Ross To edit workflows you would need to have the JIRA Administrators permission, as workflows falls under Global Permissions. As project administrator you can make changes to the project only. -Mike

Hi @Jason Muldoon That is weird. Another thing you can try is adding the URL into an iFrame macro and see if it loads. -Mike

Hi @Jason Muldoon Maybe the full URL opens a page that has content not supported by Confluence. Also are you logged into the SharePoint page at the time of linking to your Confluence page? -Mike

Hi @Lior Tal C++ offers some basic highlighting, so does R. -Mike

Hi @Susi_Alex If you buy Jira Software for say 15 users and want Jira Service Desk for 5 users then it is a separate licence for Jira Service desk. Note 1: Jira Service Desk is primarily used for internal and external (Customers) logging requests, that arrive in a queue and your agents work to resolve the problems. Note:…

Hi @Hendricko Maree I suspect you don't have the right permissions. In Jira Service Desk, under Project Settings, People, what roles do you have? (if you can't see Project Settings, then you need to speak to your administrator. -Mike

Hi @Salade Thomas Oignon Sorry I missed your response on the 6th January. You can achieve this by using a free plugin called Automation LITE for JIRA. When: Issue Created (on Jira Service Desk) Then: Create a new ticket (with the same issue type/different issue type) in Jira Project (specify the name of the project). With…