Radu Atlassian Team

HI, If the issue is CM-222 how can the linked issue be also CM-222 ? I'd try to run it on my instance. Are you using Script Runner for this? Thanks, Radu

I see them now, for whatever reason. It must have been the self notification thing above.

Hi @Conrad Fleming I am unable to see the screenshots, could you check if you can? So if the rule was executed as being performed by your supervisor and your supervisor had his notification settings to "Don't notify me of my changes" then this is a good explanation as automation runs as if the user executed the action. You…

Hey I just realised you were showing me the audit log for the Jira instance. Could you check the automation audit log? See below for a screenshot Also I do realise I'm making you jump through hoops here but I can't find the source of the issue as is. Could you also confirm in between Aug 15 and today you had 6 examples…

Hi @Swarna Radha , Looking through the code I see: ... if (linkedIssue.getStatus().name.equals("Open")) { ... I understand that means "If the linked issue is in status Open then" do the transition 221. I think you could remove the condition if you want to transition all the issues through transition 221 Cheers, Radu

Happy to help. Thanks you for bringing this up. If you should have troubles in the future a support ticket might be faster as that is a monitored queue.

Hi @Conrad Fleming , Did you try switching the user or adding a new one to rule out any user settings? If the automation rule is executing I expect it has something to do with notifications/ email for the person rather than with automation itself. Could you also check using notifications helper?…

@Lauren Mullaney-Reid We've found an issue and will be taking care of it here -> https://jira.atlassian.com/browse/JSDCLOUD-8376 .

hi @Lauren Mullaney-Reid , You're totally right, not missing anything. The fields don't appear on the portal. Looking into this. Radu

hi @Abhi , The reporter will be populated with the customer account for the reporter. The e-mail ID is not supported in the reporter field moving forward. Recommend reading https://community.atlassian.com/t5/Jira-questions/Missing-reporter-s-email-address/qaq-p/1128946 on the why. Cheers, Radu

Hi @Conrad Fleming , Did you change anything in terms of issue type? Automation condition filtering? If you're using a JQL to alert the supervisor only of a specific type of issues and you change the issue name you also need to update the Automation JQL. Would be nice if you could share a bit more of your configuration…

hi @Swarna Radha , Sounds a bit complicated, why don't you use automation and configure the automated transition of the parent ticket once all linked tickets reached a "Done" state. Let me know if this works for you. Cheers, Radu

Hi @GBaquero There doesn't seem to be a customer import/export/sync with AD on JSD. Regardless what happens I expect the customers will have to set up a password of sorts. Looking at APIs you could write a short script for an export of those e-mails.…

hi @Christopher , Looks like a doable idea. The only caveat I see is not registering all your customers in your service desk. Regularly when an e-mail comes in the request reporter is the e-mail sender. then Subject, Description & Attachment from the e-mail are used to create the ticket. If your mail1@example.com sends all…

@Christopher would connecting a custom e-mail account work for you? You would be able to receive tickets through both. Let me know how that works, Radu

Hi @miristar , I haven't thought about it but it's a great idea. Love it. Thinking about the current state of functionalities you'd have to have an intermediate server because creating a Jira ticket and adding an asset is a 2step process right now. In my opinion a user would scan a qr code containing the asset identifier…

@Ilana Wapniarski If you're using a JSD Next Gen project then you would be free of request type / issue type limitation. Find out if you're using them by going to <yourinstancename>.atlassian.net/jsd-next-gen Cheers, Radu

Hi @Christopher , I think what you're doing here is using a Jira Software project and asking your Jira instance to create Jira users whenever requests come over e-mail. These users will count towards your Jira license. Currently there is no way to hide a JSD Service Desk project from the Help Center. What you could do is,…

@ktran do you know if you're in a Next Gen or Classic project? Customer transitions are not available at the moment in Next Gen but we're working on them

Hi @Jon Bengtsson , Could you check if you default language preference is set to Swedish? Go to your profile and make sure your preferred language is Swedish? FYI: If anonymous persons come they will get the project default language - English from the picture above. If a logged in person comes they will get their preferred…

I think that an alternative is to have 1 account setup with a group e-mail and use Automation out of the box to alert that group. HR wouldn't be able to view the issues but would still get notified of the alert.

Hi @Shivraj Singh Hada Here is our ticket for the known issue https://jira.atlassian.com/browse/JSDCLOUD-2373 please feel free to watch it and get updates. There is a workaround on the ticket that might help you. Let me know if that helps you. Cheers, Radu

@Coley Anderson could you please a support ticket so we could keep track of these issues and investigate? Any logged case helps up identify and fix issues like this one. Thanks, Radu

@Nic Brough -Adaptavist- I think @Shivraj Singh Hada is referring to a situation when a customer puts in a ticket via e-mail and cc's a lot of people. When those people reply to the list they actually create a new e-mail request type issue in the service desk. The behavior is to be expected since the right way would be for…

I don't think so, because it's a system field you don't get the same level of editability. Additionaly if you'd go down that path, all descriptions in your Jira products ( Jira Software & Service Desk) would share the same text and unless you'd be using only JSD you'd probably dislike that.

Hi @akempler-delugach , Seems like you're asking for a table type custom field. Unfortunately there is no such field for that type of behavior. They could just paste an excel snippet in comments, but I'm not sure that's acceptable. Regards, Radu

Hi @Paul Fechner , As far as I know you can use Status changed triger and Alert user action - to @mention someone on a ticket. Cheers, Radu

Hi @Marion Hederer , There is no way of deleting the issues and still having the statistic saved sine the raw data informs the filter. The feature wasn't built that way. One option would be to capture that on a confluence page by manual input. Another option would be to download the data, anonymise it and keep a separate…

Hi @Durga prasad panda , So you need to head over to Custom fields and create a new custom field. You then hit configure on the field and then edit default value. Enter the default value you want to use and then save. Add this custom field to the issue type you want to use and the right screens. Then expose the issue type…

Hi @alexander.dolgopolov , Does the web form populate the reporter field with the user that initially provided the info? Also is the webform using these APIs for customer creation and ticket submission? Thanks, Radu