Radu Atlassian Team

Hi @Lisa Perkins , Could you make sure your clients have the filtering config below? Outside of that is your service desk configuration? ( Is it private) Thanks, Radu

@Fahad Siddiqui Move is a cut & paste type operation. Additional info. In the picture I posted there is another option "Clone" - that would be a copy & paste operation. Cheers, Radu

@Tanya C sorry to piggyback here, how are you using canned responses? I am interested in finding out more about the solution you are using. Thanks, Radu

@Tat'yana I recommend you raise a support ticket with our support team so they can take a better look at your instance.

@Fahad Siddiqui you should be able to move your issue via the breadcrumbs button on the top right of your issue view. Here is a screenshot, let me know if it works. Cheers, Radu

@Marco Weine I have done something similar to this using APIs and issue history. Basically you need to get a filter with all the issues then write a script that looks in each issue history and identifies ppl that interacted with the ticket. you can the pick one to be the assignee. Kinda hard problem to solve without people…

@Jeremy Cornwell here are a few examples of using the request types If you want to match 1 request type "Request Type" = "Product trial questions (ECS)" If you want to match all but the 1 request type above "Request Type" != "Product trial questions (ECS)" If you want to match multiple request types "Request Type" in…

hi @Janine Schulz , The SLA settings things seem pretty hard to get a handle on and I'm unable to debug them from a distance. Could I get you to submit a support ticket so our awesome support team can take a look at what's going on? https://support.atlassian.com/jira-service-desk-cloud/ Thanks, Radu

@Janine Schulz what is the field with the issue? My hunch is maybe someone renamed severity levels without you knowing. Easy way to debug is to type "issuetype = " and wait until the valid values come in a dropdown, do the same thing with Severity and then you should get a correct JQL. Let me know if this helps. Cheers,…

@Jeremy Cornwell You can alternatively use automation across both Next Gen and Classic projects. You can read my article on setting up agent notifications but make a edit issue action instead of an alert action…

@Steve Dignard thank you for your patience. It's been a hectic week. Here is the article I promised https://community.atlassian.com/t5/Jira-Service-Desk-articles/How-to-Manage-JSD-Portal-Visbility/ba-p/1185887 let me know if that helps and any thoughts you might have. I did my best to present things clearly but I'm open to…

@Michelle Greenfield since you posted in the Jira Service Desk forum I need to ask if you've updated the request type or issue type. If you are aware of the difference between the 2 then I'd ask to check issue - issue type scheme association . If you've done all of that but still have no success could you post a few…

Hi @Fahad Siddiqui , Firstly I think it's an awesome idea. I recommend having a discussion with the reporter on the ticket until the team working on the issue is satisfied with the requirements. In the end summarise the major points in the description and send it to be worked on. I would create tickets with the following…

@Steve Dignard sorry, I realised it's not there. I'll create an article on this in 1 weeks' time. I post some screenshots and outcomes on how to achieve this. I would be helpful to me if you'd let me know how you expect such an article to be like. Here is my past article so you know what you can expect.…

Hi @Steve Dignard , I'm unable to find the right docs for this. The closes thing I could find is https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles . And then just reading the description of each option in the selector gives you an idea of what would…

Hi @Steve Dignard , You can make the project closed / private and add your internal users in the customer section so they would see the portal in the help center. External customer would see only 1 portal but internal would see 2. Let me know if you manage on your own. Cheers, Radu

The search box looks at summary. For sure it wouldn't look at custom fields, I think I read that they wanted to search the label fields instead of the whole reported list of tickets. I now understand that you want each user to have the option of a "category" based search when they have many issues. the only workaround/fix…

Hi @Heidi Kim , Yes, you can! That is something I am also into. Here are some detailed steps to do this. 1. Setup a service desk project for external input. This project can be Classic or NG. 2. Setup a Classic Software project for internal work. This needs to be a Classic project because Jira NG projects don't let you…

Hi @Lucy Karis , Would this article help? https://community.atlassian.com/t5/Jira-Service-Desk-articles/Notify-your-agents-when-an-issue-is-created/ba-p/1157911 Thanks, Radu

@Wallace Edwards would this rule work for you?. The caveat is that if you have someone that says " Please tell me about your service I'm really interested in your lead time" it will cut the text to "Get Info - Please tell me about your services" and that you have to have a rule for each issue type. What are you trying to…

HI @Kristine Johnson , Here are 2 screenshots depending on which view you have you will find it in ether place. dsadsa Let me know if this works for you. Cheers, Radu

@Fudge I just deleted a project on one of my prod instances and it disappeared from my help center. Could I get you to raise a support ticket so they would be able to look into it more than I can at this time? Thanks, Radu

Hi @Taylor Waggoner , We will work on migrations but right now we want to build the tools that our customers need. I'd be keen to understand what features you need to move to next gen at this time so we could inform our roadmap and support users like you sooner. Thanks, Radu

You can hide the portal from external users via:

@Sharda Gupta have you checked network firewalls , DNS, access? Have you tried accessing just the .js url in you browser? 400 is bad request so probably something wrong with the request Cheers, Radu

Hello @Heidi Kim , If you want to mix your Service Desk requests and Project roadmap in the same place I recommend using a Board filter that looks at both projects and puts all the issue in the same board. You'd have to do some work around board columns and statuses from each workflow but it should be straight forward. I…

Hello @Mao Lee , If you're referring to this screen The Project Type values are default to a few ones depending on what products you have purchased. They are : * Software ( if you have Jira Software on your instance) * Service Desk ( if you have Jira Service Desk on your instance) * Business ( If you have Jira Core on your…

Hi @ktran , I think you'll be able to do that, I managed to create a custom field of type "Labels" and used that successfully over 2 customers reporting tickets in the portal. The out of the box Labels field may not work so I recommend creating a new one. Let me know if that works. Cheers, Radu

Hi @Taylor Waggoner , Is the below something you'd like to get? If so I recommend using a Next gen Project and replicating the below config if it's comfortable for you. Let me know if this helps. Cheers, Radu

ok, so I'm not sure this script will get you what you want with minor fixes. Looking at your current script issueLinkManager.getInwardLinks(issue.getId()); returns only the original issue in the list, not the issue it's liked to. I'm not sure how issue links are defined on your instance so you might be able to fix this by…