Jason D'Cruz Atlassian Team

Hi @Vronik , On your dashboards question,do you use the dashboards in Atlassian Analytics or those in-product? Are there any particular dashboards you'd like to see improvement to? Are you looking for better out of the box visualisations, more customisation or something else?

Hi @Muhammad Fahad , I'm Jason, one of the product managers on Shihab's team, and looking after all things analytics and reporting in JSM. The majority of interest that we saw during the initial scoping for Atlassian Analytics was from Cloud Enterprise customers looking to combine data across Atlassian products. As we…

Hi @Muhammad Fahad , I somehow missed your comment. The names of the approvers can be viewed after the request transitions out of the status. We are working to add the approver names during the approval process.

Hi @Jamie Schwartz , During the approval process you are correct that it shows X of Y has approved. We are aiming to enhance this experience in upcoming releases. However, after the request is either approved / declined, the comments section will show the names of the approvers and their actions - approved, declined or no…

Hi @Esther Strom [ACP-JA] . The feature is available in all templates for company-managed projects. Currently, the Approver Groups field is only created when a new project of type ITSM template is created. We are looking to fix this shortly. Note that you can use any multi-group user picker field and it will work. Approver…

@Andrey Kiyanovskiy : That's an area we've considered but is not on our short-term roadmap. I'd love to dive deeper into your use case if you'd like to.

@David Gallant , that's a question a few of our customers ask. We have seen examples of customers importing their org directory into Insight and creating objects with relationships. You can then use a combination of approvals, Insight and automation rules to find the right "set of directors" to add to the approvers field.…

@Laurence Hayes , the users who approved will be recorded after the approval is complete for audit purposes. We currently don't record which group they were a part of in the case of multiple Groups but expect to see that being resolved in future releases.

@David Washburn , @Peter Ogden , @Nathan Cunningham : The feature is only available for company-managed projects right now. We do intend to support all projects but are prioritising features for our ITSM template which is company-managed. We'll seek to ensure that the messaging is more explicit in our communications going…

@Pri : Sequential approvals can be achieved by using multiple approval workflow statuses and setting Group A in the first, Group B in the second and so on.

@David Sunter ,I checked with the team and unfortunately, there are no current plans for this functionality on Data Centre.

Thanks @David Sunter , The current release is for Cloud only. Let me check with the Data Centre team and get back to you.

Hi @J_Acosta and @Patricia Francezi_iDev_ , Could you share more context on your use cases for security in custom fields? I can share that we are doing a lot of work behind the scenes to make custom fields easier to work with in general. This work is in progress. We are also reviewing issue security and looking to make…

Hi @Walter Buggenhout , let me connect you with Joe, who is the Product Manager on KB who would be happy to walk through the nuances.

Hi @John Funk , For your first question, I'd love to know more about what are the exact problems you are facing. Is it that the formatting of the imported data is wrong? Are things not importing at all or something else? More information on the concepts of importing files and creating object type mappings can be found here…

Hi @Patricia Francezi_iDev_ , I can chime in on a few questions. We are exploring the concept of assignment Groups / Teams for issues and hope to have more details soon but we are some way out from releasing anything in-product. We also have exciting developments coming out in the reporting space which should start flowing…

Every incoming email is logged in the Processing Logs along with details if a request or comment was created or if neither action happened. This would be a good place to start to understand why tickets or comments aren’t being created. If you already have a support inbox, we’d recommend connecting it directly to JSM. We…

Our KB strategy is to provide a native Knowledge Base experience in JSM for JSM agents powered by Confluence. We are also aiming to improve the article view experience in the customer portal. Towards those objectives we have recently increased the knowledge article width in the customer portal so portal customers now have…

This has been a request for several customers and this is under consideration for our near-term roadmap. We expect to start working on this functionality by the end of the calendar year. Please continue to check our public facing roadmap so you can follow along with new feature releases.

Hi @Daniel.Adersteg , Thanks for reaching out. I'm a Product manager looking into approvals and reporting and would like to understand your use case better so we can figure out how best to support it. Please drop me a mail at jdcruz@atlassian.com and I can set up time to talk. Cheers, Jason

Hi @Wade Fogarty , I'm the product manager on JSM working on approvals. This is a requirement that we're looking to address on priority. We are launching support for Groups (i.e. using the multi-Group picker) and adding criteria (x approvals per Group) in the coming month which should allow you to achieve what you're…

@Jerrad Hermann , the feature is enabled for all instances on JSM Cloud. Could you please file a support ticket in case you're still not seeing it?

Hi @aaron.thomas , Thanks for the feedback, and great to know it's working for you. The link from the button takes you to the portal view in most cases and that's why it does not show up in the app. If a request is created without a request type, then approvals will go to the agent view. We will be adding deeplinking…

@Boris Berenberg - Atlas Authority , our public API supports the ability to Return all configured approvals on an issue Get status and approvers for a specific approval Approve or decline a specific approval…

@Kathi Paquet : We are rolling this feature out incrementally. You should have this enabled in the next day or two. 

@Joseph Chung Yin , Approval by email is already available in Server / DC as of version 3.12. Here's a link to the release notes - https://confluence.atlassian.com/servicemanagement/jira-service-desk-3-12-x-release-notes-946615993.html Note that they do not support the ability to approve without logging in. There are…

Hi Jaap, If the concern is about getting two emails, one for Request creation and the other from automation closing the issue, then one way to get around this is to disable the customer notification for request creation and use automation to manage the email when a request is created. That way, you could set up something…

Hi @Jaap van Oostaijen , Thanks for posting. To ensure that emails from people with Customer Roles are added properly as comments, the Jira Service Management mail handler must be used. That means, you will need to enable email requests and ensure that replies via email are going to the mail address in the JSM project.…

Hi @David Redwine , There could be a few reasons why this isn't working. Have you looked in the logs accessible from Email Requests in the project? Please check the following 1. Is there an email request type set up in the project and mapped to an email address? 2. Is the notification scheme using the email address above…

Hi @Mike Bowen , Thanks for reaching out and trying to help @Khaelas While using the portal does have advantages over email that you mentioned, I can confirm that the following statement in your response is not correct. "your customer raises requests via the customer portal - you update ticket / add a comment - customer…