Mike Bowen Expert

Hi @Jack Brickey I disagree. Here is a typical scenario we deal with often: Customer logs a ticket for a problem - SD Agent spends time on problem and resolves the problem - SD Agent sets the ticket to Resolved or Waiting for Customer (and you know automation can also be set up at this stage to wait a couple of days, a…

Hi @Andreas Schnederle-Wagner As an alternative solution while Atlassian mull over your suggestion... Why don't you create a queue called Waiting for Customer or Open or Closed so that you can quickly see all the requests still Waiting for customer, open or closed where the JQL script is: resolution = Unresolved AND…

Hi @Алексей Цыганков @Boyan Angelov (Nemetschek Bulgaria) There is another way, you can grant your Developers the Service Desk Collaborators role. This allows them to comment on the Jira Service Desk request but only Internally, as Boyan mentioned. The SD Agent can then respond to the customer externally using the internal…

Hi @StarVR-Tech Please see post by @Victor Mutambuki on Apr 26, 2019 Banner should be 1680 X 360. https://confluence.atlassian.com/servicedeskcloud/configuring-the-customer-portal-732528918.html - Mike

Hi @Ganesh Babu Why would you ever allow a customer to close or re-open a ticket? Surely that task should be owned by you? It is definitely not best practice to give those options to a customer. * When it comes to reporting it will cause you a lot of pain, because you'll never get closure on a ticket, or know the…

Hi @Michael Handley This is possible using a wonderful free plugin called Automation Lite for Jira. Link I have it set up on my wikishare Kanban to notify me when a story / card arrives in my column/lane. The column in my kanban is the status field, so the rule runs as follows: When: Issue Transitioned to Column Name (e.g.…

Thanks @John Funk I remember the last time I volunteered to change something in Jira thinking I could roll back and it turned out to be a permanent move. Mike

Hi @John Funk Hi all, I currently run a classic Jira Service Desk. I would like to play around with the Next-gen service desk. If I switch it on (the Early Access to Next-Gen projects (Next-gen service desk)), will my classic stay as is? -Mike 

Hi @Benjamin Hertel Have a look at this link, it will explain how to do create anchors for varies scenarios. https://confluence.atlassian.com/confcloud/insert-links-and-anchors-724764900.html You don't need an anchor for the Recent Updates for Atlassian, you simply add a link pointing to it. -Mike

Hi @Daniel Hauman In short, there is no simple way to report on unique logins or site visits. However if you are a Jira Administrator, you will be able to see in a rough and tumble way when a customer last logged in by visiting the page Administration - Jira Service Desk and looking at the column Last Active. What will…

Hi @Adam Rhoads The new view for Jira Service Desk (Classic) - add attachments doesn't need a link if one can simply drag and drop an attachment. RE: After Creation - It automatically adds it to a comment (internal comment) and you have the choice to change it to Reply to Customer. You can of course revert to the old way…

Hi @Kresten Kodal Sørensen On that Automation configuration page, add your cursor to the front of |Mikael and start typing your name. Only a few letters needed for it to appear or a list of names to appear. I think there is a bug in the Configuration screen Rules will run as if performed by the following user. Save when…

Hi @Aaron Mayo Okay, Just to be 100% sure, your screenshot shows When this happens did you click Add, to add the criteria? (sorry just checking). * It could be your custom transition causing the problem. * It could be the transition is referring to a transition in Jira Service Desk and not some other project. Have you…

Hi @Peter Batley Good question. However in Jira Service Desk, if you click on the Knowledge Base link (under Raise a request), it lists all the articles and there is a column showing Topic, Categories, Views and Last Updated... Views I would hope is customers viewing the articles. Clouds reporting on articles is dire to…

Hi @Dawid Nawrot Spotted on another post... Someone else has logged this problem with the Support Desk. They advise you click the link below and watch the issue (hopefully get resolved). CONFCLOUD-68744 Pasting single digit decimal numbers in new editor results in numbered list replacing the first digit It appears to be…

Hi @Peter Batley The link you have shared is for Jira Service Desk (server). Are you on Jira Service Desk (cloud)? It could be that! -Mike

Hi @Kresten Kodal Sørensen Someone (ideally an administrator) needs to open the Jira Service Desk Project and do the following: * Click Project Settings. * Click Details. * Change the Project Lead to someone else. * Click Save Details. Then go to Automation and do the following: * Click the rules icon (two horizontal lines…

Hi @Aaron Mayo So what is the problem? Does your Automation rule work or not? A little more information is needed. -Mike

Hi @Chris Z Shouldn't your customer be the one to do the customisation? You can (if you are a Jira Administrator) via the User Administration - Jira Service Desk - change the Full Name and the password, but that is all you can change. There are no options for Company ID, Department, Customer ID. -Mike

Hi @Veronica I don't recall that ever working because your customers would need to be licensed Jira Service Desk users, which in general they are not! As the error suggests "you (customer) don't have permission to view it". The only place customers should be looking for a list of requests is the Request button at the top…

Hi @Nikola Schovancova Yes it can be a little over complicated but in essence: * If you are looking at the users section in Jira Administration and can see your users have Jira Service Desk access, this is actually telling you they are licensed. * And you invite the agent(s) from the main Jira Service Desk screen, as this…

Hi @gary.powell Yes, this is a problem a lot of us experience and would like to have... a simple report showing comments for issues, but alas, it is not possible. The closest I have come to a solution to getting the comments in a report is by doing the following: (Maybe look at the screenshot first before following the…

Hi @Rony Len Can you show me what you are doing through a screenshot? 

Hi @Rony Len Have you tried using the Jira Issue Filter Macro? That is what it does. Shows a table of issues based on a filter you have saved. OR you can simply type in the Issue Key XXXX-9999 and have it automatically link (without you adding the URL to the actual issue). To set this up in Confluence do the following: *…

Hi @MB * The first thing you need to do is create your landing page in Confluence, Name and publish it (e.g. Company Landing Page). * If you are a Confluence administrator, click on Space Settings in the side bar, Under Space Details click Edit Space Details and set the Home Page to Company Landing Page. Ensure status =…

Hi @Capps The above two solutions definitely work, but I have another way you can do this and it will help you learn JQL quickly. * In Jira, click on the Search icon in the left toolbar. * Select Filters at the bottom. * Click Create Filter button (top right). * Select your Project, Type, Status, Assignee and any other…

Hi @Dawid Nawrot When you say you are copying data from Excel to a table, are you simply copying a couple of rows in your Excel and then dropping them into a blank page, which auto creates the table or are you copying into an already defined table? I ask because I just copied a couple of rows from a sheet in Google & Excel…

Hi @Kyle Yeo I am not sure how one goes about it in the default automation area of Jira Service Desk, I think that is too many steps for it to handle, but it is definitely possible using the free plugin Automation Lite for Jira - See link here. I was able to successfully to do with the following rules. Steps: When: Issue…

Hi @Rouven Hillenbrand Your name is used because you are probably the owner / project lead. We created a generic username with a generic name (companynameBOT) and assign the automation rule to this name. -Mike

Hi @Rob Wouldn't it be easier for you to copy the solution from the comments into the Description? I ask that question because what if you have a dozen or more comments with images of nonsense, do you really want all of that to appear in the KB Solution? A KB is only as good as the info that goes into it. It takes mere…