Mike Bowen Expert

Hi @Judikael Deniel How are customers currently logging requests? Via the Portal or email? I read your email, perhaps I don't fully understand what you are wanting, but it does seem very long winded way for your customer, when it shouldn't have to be. I summarised what you said and provided a solution. * 15 customers who…

Hi @[deleted] It is what I would have suggested ;-) That plugin is brilliant and requires little effort. -Mike

Hi @Salade Thomas Oignon, Automating this is possible, but first can you answer two questions? * Why do you want to create a linked Issue in the same project X? (or did you mean to say project Y, which for example are your developers project, who solve the problems. * Does every ticket logged by Client X need to create a…

Hi @Mark Watson It is here. -Mike

hi @Ivan This solution doesn't require your managers to be licenced Jira Service Desk users. ;-) Ask your Jira administrator to install a free plugin called: Automation for Jira - Cloud Lite (link) and once installed create two rules. First Rule based on Issue Created. * When: Issue Created (Rule is run when the issue is…

Hi @Nikola Schovancova Are you a site administrator or just and administrator in Jira ? Site Administrators administer your site, determine user access and can update billing details. Also under Jira Service Desk, in Project Settings, People, If you select the Service Desk Team role, do you only have 2 users showing? If…

Hi @Adam Waterhouse It is absolutely possible although I've only found one solution of doing it correctly (see solution 3 below), but if you are not in a position to download a free plugin, then the two options below will work as well, be it in a slightly different way. Solution 1: This solution requires a bit of work and…

Hi @Gauri Velankar * In your Project Settings click on People, * At the top of the page, filter by role, highlight Administrator, find the user you want to remove from this role and un-check the box. * Type the persons name in the Search for names box, click on Roles and select User against the role. -Mike

Hi @svadivelu Yes, in your project, go to Customers menu, Select an existing organisation or create a new one, then add your two customer contact addresses (email addresses) by clicking om Add customers. Enter in their email addresses and create. This should associate those customers with your org. -Mike

Part 3: In Summary here are some Pro's (of using the Customer Portal) and Con's (using email), which I have sent to customers as a prod to move over to the customer portal. Bear in mind a lot of customers probably use similar service desks themselves, so the move should be relatively painless. Pro's: * Filtering – when a…

Part 2: RE: your blank Organisation column. It is blank because you have not invited users to the Customer Portal, nor are they associated with an organisation. What you need to do is as follows: * On your Service Desk project under Customers (below queues) create a customers - Go to Customers, Add Organisation. * Click…

HI @svadivelu Part 1: Okay, nice screenshot, that explains a lot and this is how we were in the beginning. Your 2020 goal must be to get all your customers onto the Customer Portal and logging their requests from there only. I gave our customers 3 month notice that were moving to a cloud based customer portal. I offered…

Hi @Nick Everly , Okay so it sounds like you have everything set up correctly. User users should be able to see the tickets they log (as individuals and as a group, but in the same org). We have multiple customers each using the Customer Portal to raise requests, but no customer can see other customers tickets, and…

Hi @Nick Everly Do these end users log into a customer portal to raise a request? If yes to logging into Customer Portal, then they will have access to the queue and will be able to see all the tickets raised by themselves and their colleagues with statuses and comments. If no to logging into customer portal, then end…

The way I set it up our Jira Service Desk, most request types get logged under a 'Service Request' and they have a pre-defined priority of medium. The customer cannot set the priority. Only the agent can upgrade or downgrade the priority after the ticket is assessed. The customers know through education that for 99% of…

HI @Nick Everly Are your users your agents (they work for you or with you to solve issues) or are you referring to your customers who will raise requests when they have issues? -Mike

Hi @richard_simmonds I disagree with @Damian Wodzinski - there is a free option right in Jira that anyone can do. * On Jira Service Desk cloud you can create a filter for each of your service desk agents using the follow JQL script: project = XXXX AND status in ("In Progress", "Waiting for support") AND assignee = john.doe…

Hi @Fayaz Abdul One can't see Jira issues unless they are licenced for Jira Service Desk or Jira Software user. Therefore as a logged in administrator in Jira, go to Administration > Users > select the person who you want to see Jira issues, and switch on Jira Service Desk or Jira Software. -Mike

see next reply.

Hi @svadivelu Okay, so who are the incoming tickets from? Where are they arriving in your All Open Requests queue (From the Portal or Email)? Is your setup open to anyone or closed by invite only? Organisation is customer name, they are one and the same thing. Can I also assume all the incoming tickets are from the same…

Hi @svadivelu, It is very simple actually and even though I agree with @Ajay _view26_ with the two solutions he has provided, it is important to get the basics right first before looking into plugins etc. Automation for Jira is an excellent tool and I would definitely recommend it once you've mastered the basics of Jira…

Hi @Ankit Sharma You could create a filter in Jira based on the project name(s). If single project then: project = "xxxxxxxxx" If multiple projects then: project in ("xxxxxxxxx", "yyyyyyyyyy", "zzzzzzzzz") Keep it as simple as possible, with no other filters that way all data is shown. Then export as CSV and share. -Mike

Hi @Yoganand S Yes, you could create a specific Issue type for the 'deletion of issues', (e.g. Deletion Request Task), something that will not be used for any other circumstance. Then set up an automation rule based on: * when a request is created, * based on the Issue Type defined (e.g. Deletion Request Task) * Then…

Hi @Alexandre Mikhalenkov Raise a ticket with the Support Desk, giving the two users in question as examples so Atlassian Support can investigate against your Atlassian domain. They will provide an answer to this a lot quicker than anyone on here (most times). -Mike

Hi @Fayaz Abdul Simple answer, if userB logs into Confluence and accesses a page showing Jira Projects it simply won't load. It will error with the following: This is the correct behaviour. Just like UserA if they were in a Jira ticket and there was a link to a Confluence space and document, they wouldn't be able to access…

Hi @Christian Radwanski Why don't you raise a ticket with Atlassian Sales & Support and ask them. If anyone should know it would be then. Worth a try! What is the worst that can happen? -Mike

Hi @Rob Wyatt Firstly can you access Workflows from Jira Settings, Issues, Workflows? If so, then in Workflows you should see an Add Workflow button (top right), which you need to click on, give it a name and description and then you can go forth and create a workflow by adding a status or transition or transition labels.…

Hi @Christian Radwanski Have you tried buying the scriptrunner plugin? It might tell you at the point of installing it whether you can go forth or not! Worth a try! What is the worst that can happen? - Mike

Hi @Tim Webb You are most welcome. Kind regards, Mike

Hi Rob, Thanks for your response. I've definitely got a goal for all my SESD (working project) requests regardless of Issue Type. But your second suggestion is interesting, because I do have a hidden priority field behind every issue type in my customer portal as I don't want users picking the priority. However they can…