Mike Bowen Expert

Hi @Amelia Savor From Jira Service Desk, select Knowledge Base on the menu. This will take you into Articles. On the menu you will see + New Category and clicking on this will allow you to name your category and to give it a name. From there you can click into each of the KB articles and assign one or multiple categories…

Hi @Felix In the new editor type /iframe and then click to edit the macro. A form appears and you have various options. Whether your functions works is another story. In the old editor, type {iframe - and choose between HTML/Iframe Macro or Iframe. Again you will need to play around with the form fields. -Mike

Hi @Connor Moroney What if the employee typed in the same few characters as what IT dept did? (e.g. cmoroney), what happens then? Does it show the full name and address? I only ask because your screenshot shows nothing for the random characters 'asdf' which is the first 4 keys on the middle row of a keyboard. What if they…

Hi @Harry Bob A customer (external) doesn't have to pay to use the Customer Portal. An internal user(s) would have to be licensed and there is your cost factor. If you want your customers (external) to be able to log onto the customer portal and raise requests then you need to set them up as customers under an…

Hi @AMEDRANO Each profile when created defaults to Chicago time. You need to go into the profile settings (click Avatar in the top right hand corner) and change the time zone. -Mike

hi @Rose Sayegh The Service Desk Team role cannot create queues. Only Jira Service Desk Administrator or perhaps a project administrator can. You wouldn't give everyone this permission as it quite powerful. One or two trustworthy, responsible people at most ;-) Someone who knows how to create or set up the queues, knows a…

Hi @Rajiv Balsavar Okay, firstly your screenshot SLA is showing Time to Resolution and the rule is not going to calculate time when your request is IN PROGRESS - why do you have that? Surely you want to know how much time is remaining while a request is IN PROGRESS to gauge how long a task is taking. If you rule out that…

Hi @Killean Colton You won't see the Reporter field on the form because the Reporter is the person logged into the Customer Portal raising the request. The reporter will see him/herself when they have clicked the Send button and the request summary is shown. The Organisation field is the on the form, it is last option on…

Hi @Rajiv Balsavar Do all those requests have an issue type = support? That would be one possible reason for not working for some. -Mike

Hi @Dimitrios Danampasis You should be able to see attachments on the comment itself and and whether the comment is Internal or not. Add to issue versus Share with Customer * Assuming you are editing a comment Add to issue means there will be no email notification to the customer. * Assuming you are editing a comment Share…

HI @Killean Colton To edit the fields you need go to Project Settings - Request Types - pick a request type and then select Edit Fields. In that screen click on the tab Request Form or click the pencil next to 'What is this?' to the right of Customer Form. From here you can click to add extra fields, customize the…

Excellent! if only Chrome could be more efficient. 

Can you share the automation script you are using? 

Awesome @Keith Schlotzhauer - maybe what you have done is helped the other chap on the link I shared. I'll share this link with them. We are all helping each other. Nice! -Mike

Hi @Erin Murtha Because your customer is not a licensed user of your Jira Service Desk or Jira Project, the link will not work for them. If your other invitees are colleagues and they are service desk agents or people in the Jira project, then they will have access to the linked Jira. -Mike

Hi @Deirdre Carr I tried PNG, JPG, DOC, CSV as well as an XLSX file as an email attachment. They all works perfectly in the new view, equally perfectly in the old view. Clicking on the attachment opens a view of the file over the request, given me the option to download it or quit. Other suggestions: If you are using…

HI @Aleksejs Kosmatkovs Check out this link: https://support.atlassian.com/jira-service-desk-cloud/docs/debug-automation-rules-in-the-log/ and also look at the side bar to the right, there are a whole bunch of links for automation logs. -Mike

Hi @accusolit Not sure if I read it correctly - if you are asking for a customer... The answer is very limited, only what is visible on the screen. * They could open excel and from the Data ribbon click on From Web * Enter in the URL for the Customer Portal. (will have to log in). * Click on the Requests in the Customer…

Hi @RamR What type of custom field did you use? On the field in Custom Fields when ... clicked and Contexts and default value selected, do you see your 20+ values under options for that field and are they ranked? -Mike

Hi @Keith Schlotzhauer This problem of yours looks very similar to another issue I replied to: https://community.atlassian.com/t5/Jira-Service-Desk-questions/ticket-replies-come-with-the-wrong-email-sender/qaq-p/1278718?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_reply&utm_content=topic What mail…

Hi @baraaabbas Well, unless you do it will be a problem. Maybe provide your customers with some ground rules when raising problems... OR You can stop this by simply inviting your customers to a Customer Portal to raise requests via a form. The customer will only enter in the required information and nothing else. You will…

Hi @[deleted] Thanks for answering the questions. Why do you NOT want to add customers to organisations? That is your solution. given you know who your Dutch or German customers are and you have your portals set up already. I assume you created two Jira Service Desks, each mirroring the other. In the Dutch portal you would…

Hi @Anand Vardhan You can't export to .doc or .docx, the three choices are PDF, HTML, XML. To get the Export section do the following: * Click Space Settings from the sidebar menu in Confluence. * Click Content Tools * Click Export * Pick HTML or XML or PDF and click Next. * Pick Normal Export (Generates a PDF file for…

Hi @Mireille Gennaro Have you tried contacting Atlassian Support and seeing what they say about it? -Mike

Hi @baraaabbas How is the customer raising requests? Are they sending you a HTML email? Why would you want to see a big banner of information in your Jira Request? Where is the actual request? You could ask the customer to send an image instead of all the HTML alternatively take a look at this Creating Issues and comments…

Hi @Ronnie Oehrli Ask you customer to speak to their IT Dept. Perhaps they are blocking emails from the Atlassian domain. If you have confirmed the invitation works for a test email address and or if you email customer direct, then the problem must be on their end. -Mike

Hi @Keith Schlotzhauer That is correct, because the customer should be replying to the comment via the Customer Portal (website), not the email notification. It is an email notification with a link to the Portal. * Did the customer raise a request via email or via the customer portal? * Has the customer being invited to…

HI @Dan Berry Do you mean an email notifications? Have a look at this link: https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-desk-cloud-967343751.html You could test what is being sent by creating an account with with a personal gmail account or something, and create a…

Hi @Noel Dubey Why don't you use the Customer as the Organisation (as it is intended for) and a custom field for the products. As new products come about, you add them to the custom field. The custom field could be a multi-select field. Are products names unique to a customer or not? Why do you need to create an issue for…

Hi @Mireille Gennaro I had a look at my configuration again. Neither header or footer appears in the configuration page. To see them you need to go to a previous page or create a new page and it appears after the page has been published. Here is another example: (note I went and added Testing Header 123 to the header…