Mike Bowen Expert

Hi @Marcel Koekkoek , Yes, but linking tickets is also possible between projects (Classic Jira Service Desk and say a DEV next-gen project). -Mike

Good to know @Becky_Schroeder thanks, -Mike

Hi @Becky_Schroeder I am still on the Classic Jira Service Desk - long may that stay ;-) Have you tried refreshing or clearing your Chrome cache - sometimes that works. -Mike

Hi @fran.quintero Like I said, I think the official jira app is for Jira Service Desk agents (not customers) to view, deal with raised requests on a mobile. I use it every morning on the train to manage incoming tickets and assign to my colleagues. I've tried out Mobile for Jira Service Desk from Infosysta and logged in as…

Hi @Becky_Schroeder Are you able to create queues? Is there a create queue link at the bottom of the list of queues. If not, you can't drag queues to re-order. It definitely does work and there has been no change, as I can drag queues up and down as you have suggested, but I can also create and delete queues. -Mike

Hi @Maria Z-T I am sure there are multiple ways of doing this, but I would do the following: * For each of your Required Services I would create a next-gen project with backlog and kanban board. That way whoever is in-charge of the project(s) can manage their work load according to priority etc. * I would also set up some…

Hi @fran.quintero What app are you using? The app in my experience is for Jira Service Desk Agents, not customers as it shows Projects an Issues, something the customer would never see. -Mike

Hi @Marcel Koekkoek Check out this page: https://support.atlassian.com/jira-service-desk-cloud/docs/link-issues-together/ also look down the right side, it's a table of contents (sort of of), each of these pages is related. -Mike

Hi @Marcel Koekkoek No it is not possible because Jira Service Desk is a separate project/licence. However the two work well together through linked issues. For example: * Client raises a request via customer portal / email. * Ticket is created in Jira Service Desk. Your JSD agents deal with the issue until resolution....…

Hi @[deleted] Okay, thanks for the information. Kind regards, Mike

Hi @[deleted] Looks fantastic and in a great location to. Out of interest sake what is the salary band/range? Kind regards, Mike

Hi @Johannes Why do you want to clone a ticket to another project B? Why not just link the ticket to another project B? You only need one project for Customer related issues (Project A). Customer logs requests via customer portal. Service Desk Agents pick up the request in Project A. If agent needs help from DEV, DEV agent…

Hi @Dara I checked a colleague of mines who is not an administrator in Confluence/Jira Service Desk and they don't have the manage list either. So it is a permissions thing. I am a Site Administrator or someone who can determine user access, and update billing details. -Mike

HI @Dominic Ryan No problem, another solution if you want to keep it within Confluence (which we also use, I just hadn't thought of it at the time), is to use a Google Drive Confluence Plugin. The document can be stored in Drive and shared with Customer. Google Drive folders are also visible in Confluence and can be edited…

Hi @Diego J Vasquez As (Jira Administrator on Jira Cloud) go to: * Jira Settings * Under Issue Features there is Time Tracking. * Enable Time tracking for Classic projects. 4. Also click on the Permission schemes and for the users you wish to be able to log work on issues, ensure that they have the Work On…

Hi @[deleted] If you create a new page and then add 'other macros', under Visuals and Images there is the following option: (I had it installed, but I wasn't confident that it would not mess up my existing Confluence Space, so went and disabled it - It mentions in the Configuration that it is going to create a new space).…

Hi @[deleted] Your first URL doesn't show an app, instead a market place. The second app Space Tree Creator Blueprint template needs to be initially configured or Saved by your Admin, then I would imagine it becomes available to all. -Mike

Hi @Millicent Dikotope * If you are Jira Administrator you could look through the Audit Log under Jira Settings. * You could check project roles under Jira Settings. -Mike

Hi @nina.bluemel Whatever works for you is great, but from what you have described it doesn't sound an efficient use of your time, especially if folk are having to update a confluence page with links and you are having to do manual steps to move tickets to a new project, not to mention your approval process before all this…

Hi @nina.bluemel Is Project A there for Approval purposes? If approved by customer and yourself then move to Project B? By locked down I meant if you don't want people in one project seeing comments or tickets in another, it is easy to prevent this from happening, by setting permissions or roles. 

I agree with @Nic Brough -Adaptavist- though, moving tickets is a bad idea. Linked issue is the way to go. Support Tickets stay with Agents, linked tickets go to DEV or 2nd Line Support or whoever. Projects can be locked down easily. -Mike

Hi @[deleted] Another suggestion, which I do regularly with our new customers. is prior to sending out the invite, I run through a live 10 minute demo via WebEx/Slack/Google Meet showing them the Customer Portal, what it is, how it works, and what the new users can expect once the demo is over. I even run through the…

Hi @nina.bluemel When you move the ticket to Project B, how are you doing it? Please provide the steps? Do both projects have exactly the same fields, workflow? Also are you moving the ticket prior to saving the link in Confluence? I was able to replicate your request and this is what I found: -Mike

Hi @Max_Worlund If you have the Next-Gen View turned on (to check click Avatar - Settings - Jira Labs (at the bottom)) then on your Jira Service Desk tickets the watcher is now an icon at the top right of your screen. Clicking on it reveals the watcher settings. Alternatively you can turn off the New Jira View, and the…

Hi @[deleted] You have lots of options in Customer Notifications under Customers Invited to edit and make beautiful your welcome email, but seriously don't over complicate it with nice pretty formatting, a couple of spaces and paragraphs is all you need. Keep it simple silly (KISS), given the user only needs to click on…

Fantastic @Ross Drummond you are most welcome! Kind regards, Mike

Hi @Dara Were you able to click the Manage List link to add the URL? The word 'Manage Link' is right at the bottom of the Application Navigator Bar (which is the bar on the very left of the Confluence page accessible by pressing the icon with 9 squares). Here are the steps: * Click Switch to icon, which opens the…

Hi @Vina Akbari-Gazvini Just wondering if you ever had success with the Month vs Weeks view in your Gantt chart? Also did you know there is an alternative Gantt chart in the way of the Roadmap planner and it can show months view. -Mike

Hi @Rory Apperson Interesting question and I was wondering why I had a page where some links were bubble links and others were not. So I did a little investigation and I know why :-) * The bubble links appear when one pastes a full URL onto a Next-Gen page (or a page using the new editor). * The standard links appear…

Hi @Dominic Ryan Do you perhaps have a Jira Service Desk linked to your Confluence? If so then you have some possibilities: * (Most secure option) - You could create a ticket on behalf of the third party and attach a secured PDF file to the ticket. When 3rd party requests password you know they have/are in the process of…