Radu Atlassian Team

Hi Neil, Check this community thread https://community.atlassian.com/t5/Jira-Service-Desk-questions/Next-gen-Service-Desk-Issue-Created-Notifications/qaq-p/1136149 . Let me know if it helps. Cheers, Radu

Hi Liam, While reviewing this rules I realised there is also a caveat in that you have to maintain the user list in the automation setting. If you have a low amount of agents it's not going to be difficult, however if you have a large group of people that need to be notified it's going to be harder. Cheers, Radu

Hey, Just off the top of my head are you using a Classic Service Desk with requestt ypes? Because if you are you need to look for request type rather than issue type. Here is an example query from a default service desk issuetype="Service Request" and "Request Type" = "Desktop/Laptop support (CAT)" Let me know how that…

Hi @Filipp Patrikeev , Can you post the automation log for unsuccesful events? Thanks, Radu

Hi @Rex N If you have access to automation you can add one to add a label that you can filter by. When answering you would need to remove the label though. Optionally through automation you could configure a transition to be done. Hope this helps. Cheers, Radu

Hi, The JQL seems invalid to me, please add the AND operator between conditions. Your query should look like: project = "Help Desk" AND status = open AND issuetype = "Systems Change" Let me know if that works. Cheers, Radu

Hi, It's a tough problem to have and keeping the license price down is a challenge. The easiest way would be to give anyone that would work on service desk issues a license, but that would be costly. I think your solutions are pretty good but I dislike the idea of support managing 2 projects. What if you would add another…

Hi , Notification schemes will be coming to next gen, don't worry. Until then you can easily set an automation rule to do the same for you. Here is an example Let me know if it works for you. Cheers, Radu

Great, if you have the time, "accept my answer" so I get the "achievement" points :) . Thanks!

Hi James, I did a bit more digging and found that you can actually add one customer on the fly. Simply raise a request and put in a ticket requesting on behalf of someone else. Could you try it for yourself and let me know how that works? Cheers, Radu

Hi, I agree it doesn't look elegant and we'll have to do some work on the experience. If the customer exists then you should see them when typing their name in a User /People field you have on the issue. Some options: * If you want to bypass account creation you can create a separate [text] field where you can put the…

Hi James, You can do that. When you arrive on the second screen I mentioned above select "Can customers access and send requests from the help center without logging in?" -> Yes Then open the portal in an incognito window and fill in the request on behalf of the customer. It should look like: Fill in the e-mail…

Hi James, Simply go to Customer permissions and allow anyone to send a request without logging in. Also check out Jira Settings for Jira service desk on your instance by clicking "change the Global settings" in the screen above. Once you do that you should land on the below page and can make the selections best suited to…

Hi, If you want to have Date, priority or other fields on the same row as the issue you can add those field to the request type( via the issue type) and then reconfigure your queues JQL. Regards, Radu

Hi Johnny, We are aware of the issue, I expect if you refresh the page it fixes itself. Please let me know if the reporter field remains unusable after 5 minutes. Thanks, Radu

Hi Tom, I'm taking a stab at this and coming up with a solution I haven't tested. I'll start with 2). You can use an automation rule that triages incoming e-mail requests into issues based on e-mail summary. Additionally for 1) you could setup the automation rule above to match by reporter. You can choose person by person…

Hey Joseph, intriguing perspective. How would you see us avoiding that?