Mike Bowen Expert

Thanks @RPT Admin - I'll check that out. 

Hi @Anne Bihouee I can't tell you why unless you tell me what you have done. * Did you look at the user permissions? * Did you add your agents to the People - Service-desk team role? Perhaps share a screenshot of the customer screen so I can see what you are saying? -Mike

Hi @[deleted] Okay, not sure what the Notify to field is, but all fields and text on the Jira Service Desk request screen can be copied since it is a website. Maybe you can provide a screenshot of what you are doing and what is happening. -Mike

Hi @[deleted] What information? The organisation field is for the customer company name. Do you want to be able to change the organisation name or fill it in if it was not filled in by customer? If your agents are unable to fill in organisation or create a new organisation or add one to the ticket, you need the Service…

Hi @Sheila Hatfield The document you have highlighted has all the necessary help needed in it, to create a template from scratch or to use an existing one. Have you been able to create a template? To create a new template do the following: * Go to a page where one wants to create a page from. * Click the + button on the…

Hi @droo It depends where it will be used and whether it can be turned on or off for documents, given different pages of importance. A KB post versus a process page. I wouldn't want a user put off reading a process page because it says 10 min read. @RPT Admin You mentioned Google Analytics, do you have this on your…

Hi @Anne Bihouee Do your agents see the menu item Customers in your Jira Service Desk? If yes, they most likely have the ability to add organisations and users. If not, go to Project Settings on Jira Service Desk, go to People and add the role (service desk team). There is also a group under user administration called…

Hi @Agent Okay, You can do all of this without adding people into a CC or Request Participant since Jira Service Desk has an approval process and it can be built into your Workflow. One can also specify how many approvers are needed before the request can be worked on. (e.g. one customer manager to approve or one internal…

Hi @RamR You could ask your customers to create a mailing list (that includes all the people they want on the request) and once it is created, log in as the mailing list account and create the request. When the email notification is sent everyone on the mailing list will receive it. -Mike

Hi @[deleted] Can you please provide a more detailed question, I don't understand what your request is. -Mike

Hi @Jose_Salvador_Covarrubias_Olivares What happens if your agent is off sick for a week? That solution is not really practical! However you could add your related customers into an organisation under Customers, and then create a Queue that automatically filters those customers requests into the Queue and have your agents…

Hi @Isabell Stahl No, you can't just have the search bar, but what you can do is the following: Add categories to your knowledge base posts which will force your portal to show the knowledge base posts under their categories first. This won't eliminate your customer from logging a request, but it will funnel them into the…

Hi @Mavis Yew After creating the custom field one has to assign the fields to screens. Once you have done that, then go to your Request Types (Project Settings), edit fields against an Issue Type, then select Request Form and click Add a field. You should see the custom field as an option to select. -Mike

Hi @Jessica Yes, Project Settings, Email Requests then click the blue button Turn on email support and a new address will appear. You can edit it and make it the same address as the one you had before. -Mike

Hi @Agent The user adding an email to the CC field, are they emailing in a request or are they using the Customer Portal Form to raise a request? Why do you want to add the CC? Only asking because when the customers (users are set up on the Portal, they are added into organisations. When the user creates a request and…

Hi @Mark_Vincent_T__Paril Firstly all fields on that screen will not be visible for users that have not signed up to the Customer Portal. Meaning customers that email requests to your email address, they won't use a form, instead they'll use their email subject and body to describe the problem or request. Secondly that…

HI @Tom Horton Sorry, I couldn't remember how I overcome that problem you experienced... but well done for figuring it out! On your point of "I'll add articles and then create categories later", you will still encounter that problem when you next create a category and assign a post to it. However an alternative solution if…

HI @RamR * Are you the customer or are you creating a request on behalf of a customer? * How many customers or organisations are there? * Are the "multiple users" you want to copy part of your team or the customer? -Mike

I tried it in Classic Jira Service Desk under Requests and can hide Labels by moving from Issue View to Hidden from Issue View.

If you called the custom field label then that is different to the default field titled labels. 

Hi @Shpendi Rakipi Labels is a default field in Jira Projects and Jira Service Desk. It appears where you have mentioned. You can edit a request type in Project Settings and hide it, which is useful because it will automatically assign a label to a request type thus saving your agents adding a label to a request when it…

I solved my own problem. It required me doing the following: * Re-created the organisation folder under customers and added the users to it. * Created a filter to find all requests without organisations. I found all the hundreds. * Bulk edited using JQL Organizations in (EMPTY) AND status in (*) AND reporter in (deleted…

Hi JR, I am not aware of a permission that can do that, but think about this first. What if the developer in project B wants more information from the Agent, the DEV can mention agent in his internal comments and the Agent can respond (internally) in project B, isn't that a good thing? The same can be said for the DEV,…

Hi @Tobias Plankl I am not sure, but you could do a search in the Marketplace. -Mike

Hi @Hannah Churchman When you set up your customers into organisations undedr Jira Service Desk (cloud) and invite them to the Customer Portal, once they have logged in and raised a request, those options are available on every request. It is basic workflow for a request. If customer is raising requests via email then I…

Hi @roxanne.ruppel It doesn't seem to be possible through basic Jira Service Desk Automation, but is it possible through Automation for Jira (LITE), but read below.... When: Issue created If: Reporter is in (organisation) Then: Edit issue fields Request Participant, add Julie. Automation for Jira (LITE) / full licence has…

Hi @Hannah Churchman Customer can resolve or cancel the request from within the Customer Portal. See here: -Mike

Hi @Tobias Plankl It is possible but not in one project. You could set up another Jira Service Desk with only Customer B, then they can have their own requests. It would mean your agents have to monitor to Jira Service Desks? -Mike

Hi @Abbas Sultan It is not clear if you have already setup your project Service Desk, but once you have setup your customers into their own organisations, that is exactly how it works. Lets say in your 1 project, you create a few organisations namely A, B, C with some customer email addresses. From a customer POV A user in…

Hi @[deleted] Can you not bulk update via Filters? -Mike