Mike Bowen Expert

Hi @[deleted] Not to throw an extra cog in the wheel of confusion, bear in mind not every comment on a request transitions to WAITING FOR CUSTOMER or WAITING FOR SUPPORT. It completely depends on your Workflow. A request can be IN PROGRESS and an agent or reporter comments and the request stays IN PROGRESS. Also bear in…

Hi @Rukmani Try changing the default email account, click edit and pick something else before the @ and then check the logs. You should at least see a log showing the setup was successful. Until you do, there is no point sending emails to it or forwarding emails to the new address. Also check the Connectivity log for the…

Hi @Alison Nice destinations. I love tunnels, how they are constructed, the depth they go, the length of them, the people who made them etc. 46 is a special number for this year only ;-) We are also visiting Austria in July via Motor-home (RV) from the United Kingdom via France and Germany. Austria I recall has a lot of…

Good start @John Joseph 

Hi @Michal Blazejczyk I've been playing around with this mailing list idea you mentioned using in your test. In my case I am using servicedesk@mydomain.com (same domain as my email address, which is used in JSD). Some points to note at the start of this test: * servicedesk@mydomain.com is not an agent of Jira Service Desk…

Hi @Emile Renaud If you are finding the 'built in automation' not doing what you want, try out the free plugin called Automation for Jira (Cloud Lite). It offers a lot more choices and is a great way to automate stuff. It has a 300 rule execution limit a month, but should be a good starting point for what you are trying to…

Hi @baraaabbas Have you tried Automation for Jira? It is a free plugin, and apparently will be part of Jira Service Desk cloud later on this year. You could create a number of bespoke issue types such as IT, Finance, HR, etc, each with their own Request Types on the Customer Portal. Then using the Automation tool do the…

Hi @Emile Renaud Have you tried any automation features in the Project Settings of Jira Service Desk and if so what were the results? -Mike

Hi @John Joseph By confirming the invitation works for Gmail, you've confirmed the JIRA invitation process works. It would be best to reach out to the O365 administrator and ask them to check what is happening with the email. Maybe they can trace it. Maybe they see the email as SPAM or block it for some reason, maybe all…

Hi @Einārs Broks Oh dear! Is that a 3rd party app? What are those fields? 

Hi @Einārs Broks * Click into a request or ticket. * At the top click the three dots ... * Select Configure - This opens to Issue View. * Under Context Fields re-order the fields by dragging and dropping. Status and SLA cannot be moved, but everything else in the list can. One can also move fields from HIDE when empty up…

Hi @Jessica Suhre Check out this response by @Angélica Luz - https://community.atlassian.com/t5/Jira-Service-Desk-questions/Service-Desk-Email-cc-Participants/qaq-p/921950 Specifically the bit: To ensure that anyone added on the CC will be added as a participant, you need to allow customers to create their own accounts.…

Hi @Missy Thanks for the extra bit of information, I know what you can do and it is a simple solution: You don't want to be allowing anonymous access to your confluence pages. Do the following: Create another Jira Service Desk project (except this one will not have any request types, so be sure to remove everything in…

Hi @Miguel Bravo I am not sure of the Jira link, Google it if you really get stuck, but if you go to Project Settings, Customer Notifications and edit any of the Notifications except for Customer Invited, you will see the screen is broken into two parts. The top half of the screen makes up the form you edit with the…

Hi @Missy * Do your customers raise quests via the Customer Portal or Email? * Do you want your customers to see the knowledge base through the Customer Portal? Point 2 is the best option because it allows your customers access to the Customer Portal where they can raise requests as well as access to the knowledge base /…

Hi @RamR Jira Settings - Administration - pick a user and under ROLES select the role: Once you have Site Administrator, your name will have both ORG & SITE ADMIN against it. -Mike

Hi @Robert Kruize You could also use a SHORT URL service such as TinyURL, Bitly, ShortURL etc. -Mike

Hi @vitlobanov Why don't you post a screenshot of your workflow... alternatively you could revert (to a previous workflow, that is if you took a backup). -Mike

Hi @Dimitrios Danampasis Yes, don't add your agents to organisations. Customer will then have no idea of agents. -Mike

Hi @Miguel Bravo There are two ways to raise a request. * Customer portal, which requires sign up (free). The customer portal is way better for your customer because they can see all their requests raised. They can also see requests raised by their colleagues. * Email. The email notification you see is a default template,…

Hi @RamR The above comment from @Mary Ramirez is a great idea, we have this setup for most agents. The only thing I have against the idea is it requires each agent to set it up for themselves and you know how people are (they want everything done for them), in which case if you are an admin...You could setup an automation…

Hi @vitlobanov When a customer raises a service request the status is set to waiting on support...this is automatic. If no action is taken by the service desk agents the customer can change the status to escalate. The customer can also change the status to resolved or cancelled. All other statuses are controlled by the…

Hi @John Luyun Watchers and Participants - I would like to say YES for both, and if my Notification set up was 'default' I am confident that would be true, but it all depends on how one has set up Notifications (Project Settings - - Notifications) on the project. One can customise the notifications for every scenario or…

Hi @Michal Blazejczyk You are right - it only works for non-licensed (customers), but that is the correct behavior. Okay I was able to replicate this, by logging in as a Jira Service Desk agent called X and followed these steps. * In JSD, X clicks on Raise a request. * The Customer Portal opens, X picks a request type and…

Hi @Khaelas It can't work like that. You either have to accept that: A) your customer raises requests via email - you update ticket / add a comment - customer receives email notification, customer can reply to email notification with further comments - you comment or update or resolve request - customer receives email…

You said "Currently the users go to a portal to create a new ticket, yes. But it'd be nice if they could respond via email." Yes, I am not saying the customer can't respond via email to the email notification they get back when a licensed user updates or adds a comment, but had customer (users) sent an email request in the…

Hi @Khaelas Thanks for answering the questions, because the problem is clear now. Only you as a licensed user of JSD will be able to update and resolve requests raised by those users via the Customer Portal. Unless you have other licensed users helping you then it won't be possible. The users logging requests via the…

Hi @John Luyun Presently that is exactly how it works at our company. If a closed or resolved ticket gets a comment the assignee gets notified but the ticket stays closed. Check this example out: Jack Blackbeard adds a comment to a closed ticket created by Tony Stark. I got the notification because I was the assignee of…

Hi @Khaelas * These "users" are they customers (external to your company) or internal users with accounts on Jira Service Desk? * Are these "users" raising requests via email or via the customer portal? * Do you have email enabled in Project Settings - Email Requests? -Mike

Hi @JM You are welcome, in response to the look and feel, unless you get some sort of a theme add-on, it can't be done in the default Customer Portal view (or I have missed that option). The menu is vertical and so is the sub-menu. Unless each of those categories is its own portal, then it is somewhat possible to achieve…