Gökçe Gürsel {Appfire} Atlassian Partner

Hi Aakkriti, Welcome to the community. Could you please open a ticket at our customer portal here so that we can assist you better? Customer Portal Regards, Gökçe

Hi Muhammad, Check out our documentation ( Shared SLA Goal ) regarding how to set a "shared" SLA Goal. This page includes a step by step instruction on how to set up an Uptime SLA. The script that I've mentioned in my previous messages is there. Regards, Gökçe

Hi Marc, I just want to chime in to say that Time to SLA offers an out of the box solution for this. Time to SLA has pause status feature that shows you how much time SLA is paused and this is shown in the SLA panel as well. You can also export pause durations, working duration, SLA start, and SLA end dates in an SLA…

Hi Rob, I don't think JSD comes with this feature. However, Time to SLA has a reporting feature that you can use to export the working duration of the SLAs in minutes, seconds, or human-readable format. Also, you can our Time to SLA custom field as a column to the search screen to get an issue-focused detailed report too.…

Hi Muhammad, To get SLA information you can use our Groovy Scripts: Here You can get SLA information while they're still running but for your use case I recommend only using finished SLA information which you can obtain by running a JQL search in the script. We recommend the following steps: - Add a custom script post…

Hi Muhammad, You need a script to dynamically sum up the working durations of finished SLAs and then subtracting it from the overall SLA goal during a post function. I'm working on the script. I'll share with you when it's ready.

The custom field needs to be "TTS-Duration field" type. Could you select Add custom field and then TTS-Duration field?

Hi Muhammad, You need to create a TTS dynamic duration field through Time to SLA top menu > SLA fields> Add custom field > TTS duration field. After this, you can select dynamic duration field. Fora more detailed explanation you can refer to our documentation 

Hi Muhammad, I don't think JSD SLA offers such a feature. However Time to SLA does offer such a feature with the help of a custom script. TTS has the "dynamic duration" feature that allows users to set SLA Goals on the issue-level and for your use case you can set this field with a script dynamically to reflect the…

Hi Richard, Welcome to the Atlassian Community! You can navigate to Project Settings - Notifications and click on the Add link in the Issue Created segment and add the IT Team (group or project role) to the notification scheme. However, this will cause changes in all projects that use this notification scheme and cause…

Hi Donata, Creating a filter is the way to go in this case. You can use a JQL expression such as issuetype=Story and created>=startOfWeek() and save it as a filter. After that if you want you can create a filter subscription by clicking Details link in the issue search window. For more information you can refer to the…

Hi Trena, Did you try to refresh the page? Do you have the necessary permissions? https://support.atlassian.com/jira-service-desk-cloud/docs/create-and-edit-slas-in-next-gen-service-desks/

Hi İmtiaz, I don't think JSD comes with this feature out of the box. You can check out the REST API documentation for possible workarounds. In the meantime, for robust SLA reporting and tracking, Time to SLA will do nicely. You can track your SLAs easily with the reporting feature and customize the reports with JQL…

Hi BrainPOP, Could you check the notification scheme? Does the user in the necessary groups or has the project role or access etc. to receive notifications?

Hi Chander, I'm so glad that you're interested in our product :) If you have any questions or need a demo just open a support request in our customer portal here or email us Looking forward to hearing from you. Regards, Gökçe

Hi Chander, I believe JSD doesn't have an out of the box solution for you but Enhancer plugin for Jira can easily handle your request. You can then track the progress in your issues against the average Time to Resolved with our gadgets. I'm one of the folks in Snapbytes. LEt me know if you have more questions. Best, Gökçe

Hey Dan, You can achieve this using Project automation. Just navigate to project settings-Project Automation and create a rule as follows: Obviously, there is a modification you need to make which is the initiator has to be in the respective group that the agents are in. Other than that, this should work. If you have…

Hi Lilit, You can do this with “Status Count” custom field of Enhancer plugin. Status count custom field displays how many times the issue has been transitioned to the specified status For more information, check out Enhancer documentation: https://confluence.snapbytes.com/display/JEP/Status+counter+custom+fields I'm one…

I believe there are some plugins in the Marketplace that can achieve this.

Hi Martin, Jira has custom fields as well. You can refer to the documentation below: https://confluence.atlassian.com/adminjiraserver/adding-a-custom-field-938847222.html As a quick start guide > Go to Admin menu > navigate to custom fields menu > click add custom field > Select custom field type(Select list etc) Let me…

Hi Rajat, You can create a custom field which keeps value of the developer that work on the bug when/if the issue transitions to QA and assigned to that team. If the bug reopens you can just copy the value of this last developer custom field to the Assignee. You can use post functions to achieve this since all these…

Hi Puneet, Enhancer plugin satisfies this requirement easily. Status Timer Field measures how much time an issue spends on a particular status and gives you drill-down information that which assignee spends how much time in that particular status. Enhancer is robust, easy to use, and has many useful features.…

Hi Kiranmai, Time to SLA can easily handle this use case by specifying a JQL condition in the SLA configuration for Jira Software, Jira Core as well as Jira Service Desk. Let me know if you need further information. Regards, Gökçe

Anthony, It is possible that your colleagues don't have necessary permissions to log work. Check out time tracking permissions in the documentation below: https://support.atlassian.com/jira-service-desk-cloud/docs/overview-of-jira-cloud-permissions/ Best, Gokce

Hi Geert, This might be a Permission issue. You can only mention(@) people who have the right to view an issue. Also, the user you want to mention should have Browse Users global permission as well. Check out this discussion: https://community.atlassian.com/t5/Jira-questions/Can-t-Mention-other-users/qaq-p/5238 Edit:…

Hi Alex, You need to add a link section. Refer to the documentation below. https://confluence.atlassian.com/adminjiracloud/importing-data-from-json-776636779.html Best, Gökçe

Hi, If you're using JSD, you can add them as request participants to the ticket. 

Hi Girts, You can link your Jira Software issues to your JSD tickets. Your agents can notify your customers about the progress and change statuses or you can use scripts to connect workflows so that the JSD project and its Software counterpart will progress in sync. Let me know if you have further questions. Regards, Gökçe

Hi Anita, It says in the Project Settings>>Satisfaction Settings that "When you resolve a request, your customer will receive an email asking them to rate and comment on their experience." So only the customer (reporter) is sent the satisfaction survey.

Hi Joe, Did you try {{initiator.displayName}}? https://support.atlassian.com/jira-software-cloud/docs/smart-values-users/