Mike Bowen Expert

Hi @[deleted] Jira Service Desk has a built in transition called Waiting for Approval, and when added to your workflow it will prompt you to configure: * Double click on the Waiting for Approval transition. * Select check box Add approval (and click Configure). * Edit Status. . Here is how it works for our company... * See…

Hi @edward_jones Yes, this possible via the default automation tool in Jira Service Desk? Have you tried playing around with automation rules? You could try the following and see how it works for you. When this happens: Issue created. If these match: issuetype = "Service Request". Then do this based on the following…

Hi @edward_jones Are you saying every request logged to the Jira Service Desk is a requirement for your Software Project Board? What if the request was simply a problem you or your agents could resolve quickly? Would you still want it to go to the backlog of your project board? Best practice would be to have an issue type…

Hi @Diarra No, there is no preview in the default portal. It works on key words and the search results are limited to 3 results (3 KB titles). It would benefit your customers more if you took your ten questions and made them each a KB post, that way if a customer was searching key words, it would find the page. Here is an…

Hi @Connor Moroney Okay I went created a single user picker field and added it to a form. When I create a request via customer portal and see that field, when clicked on it shows all the people who are added in the organisation folder an no one else. Have you created an organisation folder under Customer and added managers…

Hi @Abir Stolov I was going to suggest you create a default email address with Jira, the option above Connected email addresses, perhaps if you have one of those as your primary, it will then let you delete the one you are trying to remove, then you can go into the menu (top right) and remove the default email address…

Hi @Pieterjan Blondeel Could you provide the screenshot? It would be helpful to see what the problem is. -Mike

Hi @VeryLys Can you provide the steps you are following to create a team in Confluence Cloud? -Mike

HI @Angie I would say, "why don't you test it?" because I can't be sure of that scenario without testing it myself and I don't have email requests set up at the moment. Send an email to your support email address, CC in another email address (you have access to), then resolve or close the ticket. From the other email send…

Hi @Harry Bob Not that I am aware of. But try adding them to an organisation under Customer. -Mike

Hi @Marius Schäfer Have you tried adding a goal above 'All remaining issues'. Those goals are like an IF then ELSE rule. It seems on your screenshot, you are only specifying an else rule, which it never achieves. You need to give it a goal. For Example: If issue type = Service Request AND status = In Progress then Goal is…

Hi @baraaabbas It use to be (as of last week I believe), but the company behind it had been bought by Atlassian, who said in a past monthly communication that Automation for Jira would be built into Jira in the future (this year). It might have been incorporated into Jira Service Desk already. Try looking in Project…

Hi @Marius Schäfer If you could provide a screenshot of your SLA rules and maybe a sample ticket showing the empty times that would be useful. One picture is worth a thousand words. -Mike

Hi @Rajiv Balsavar Side by side, that would be a good idea as you have something to benchmark it off. -Mike

Hi @Abir Stolov If you going to start from scratch, why not just delete the project and create a new Jira Service Desk project. It would be a lot quicker and simpler. It could be that you don't have administrator permissions to delete the email address. -Mike

Hi @Angie In your scenario point 3, this is the correct behaviour. Because the manager is using the same email subject as the User 1. If the manager wants a different reference number to be created then they should email the support email address with a new request (e.g. new subject / new email body). -Mike

Hi @Felix Well good for finding a solution. There are some clever plugins that allows Google Drive files or folders to be inserted within the page. It is called Google Drive and Docs for Confluence -Mike

Hi @Danny Brown Simple answer you can't. Atlassian Confluence is the favoured documentation / KB portal of choice for Atalssian Jira Service Desk, unless you can find a plugin that allows such external collaboration. I don't know of such a plugin. -Mike

Hi @Chris Lautre On the Customer Portal login screen is an option to reset the password. However if a customer has not signed into your Portal or registered an account, then they don't have an account to reset. If the account has been created (above option will work) OR if you as Jira Administrator want to reset it, then…

Hi @[deleted] Yes, all are possible. -Mike

Hi @Timo Saueressig The basic permissions for Jira Service Desk agents allows them to add labels to requests and add users to organisations. This is not a bad thing when one needs to delegate the most common tasks. If you don't want your users to do it, then educate them why you don't want them doing it. Put a process plan…

Hi @Felix No, I didn't think you could, as it is a very basic iFrame, I am guessing Atlassian don't want their website / cloud to broken by a rouge script. -Mike

Hi @Connor Moroney The field Reports to: what type of field is it? Can you give me some information on this field and can you confirm that all the possible manager email addresses have been added to the field OR is the field a lookup field or a group field? Also your HR department users - Are they your customers on this…

Hi @AMEDRANO Yes why not, my email address is mrjackblackbeard@gmail.com. Kind regards, Mike

Hi @Ashley Hill Yes, raise a support request with Atlassian. Go here: https://support.atlassian.com/ Login and raise your request against the product Jira Service Desk. -Mike

Hi @Tobias Plankl No, not unless you create another Jira Service Desk with it's own Issue Form and extra fields and link it to the specific customer. However this is not practical, unless your agents are happy to monitor multiple JSD's. You could though reverse engineer it, by putting all the fields possible on the form…

Hi @Tom Horton Is the customer portal in your image your default Jira Service Desk Customer Portal? I am asking this because it looks like you have set up another Jira Service Desk with no request types and only a KB, which is what you are seeing. What you need to do is in your default Jira Service Desk (where you have…

Hi @Emil_Mihaescu You could set up the customer on the Customer Portal, so they can log requests via the Customer Portal. That will eliminate errors such as your example. The Jira Service Desk experience is so much better when customer raises request via the Portal. -Mike

Hi @Ann Marie Kjerland That is a popular automation. Here is my default automation rule and I know it works and it doesn't put the request back into Waiting for Support, instead it Resolves the request. I have another rule that sets the status to Closed after 2 days. -Mike

Hi @AMEDRANO * Try clearing your cache and cookies etc on your browser. * Log out and log back in. * Try an alternative browser. It does work. I just set up a date / time custom field and added it to a screen. Without touching the field, just clicking into it to bring up the calendar I can see the time matches my time.…