Esther Strom Community Champion

You can actually set up a service desk that has a shared config with another service desk as far as screens, workflows, schemes, etc. go. What will not be carried over are request types, queue setup, automation rules, SLAs, etc.

Are you looking to clone all of the data in the project, or just create a new project with the same setup as the original? If it's the latter, when you create your new project, check the Share Settings with Existing Project box and then choose the project to share settings with. This truly does make the configuration…

With the correct permissions, a manager can view their team members' time sheets prior to the time sheets being submitted. If you are the Tempo Admin, you can provide these permissions on a team by team basis. (If the manager is the team lead in Tempo, they most likely already have these permissions; if they are not the…

There's a detailed answer from an Atlassian team member, and a comment with a workaround, on this post.

Thank you! When you first click the Copy From bit, it automatically populates as Current Issue. I assumed the Current Issue was the issue triggering the rule, but I'm guessing because this is inside a branch rule, current issue is the actual issue it's looping on. I didn't realize I could then click into the Copy From and…

Priorities are configurable by your Jira admin; they are not standard across companies. This means that, because each company can have their own priority names, Jira can't automatically know how they should be sorted. This is what priority configuration looks like; you'd need to have your admin make sure that the…

Is Additional Reporters a custom field you've added? If so, you can use automation rules to notify users in that field of new comments. If you're a project admin, you should be able to go to Project Settings -> Project Automation (not the default Automation, which is a different, more limited set of rules.) Choose Issue…

Yes, it's possible to have a dropdown on a customer request. You can either use the native Components field or create a custom field. You'll need Jira admin access (not just project admin) to create a custom field. The field needs to be available on the screen that the issue type associated with the request type uses. For…

@Matt Tse thank you, but can you clarify what you consider the "bug"? The fact that I can still access the page to edit the navigator, or that the custom items I add do not display? I am watching the ticket you linked, but I'm not seeing any kind of explanation of expected functionality.

I openly admit that there may be something I'm missing, but I've been an admin for seven years, and every time I've seen this happen, it's because of one of two things: permissions or workflow conditions/validators. How positive are you that no one has changed your workflow? Are you the only one with access to do so? Have…

If your basic permissions are correct, it sounds like the workflow has changed. Are you the only one with permissions to edit workflows? If not, I would check to see if someone has changed the transitions to have validators or conditions that are preventing you from moving issues in this project.

Interesting. We do not see the button with text and arrow like that in the new view, only the icon. I wonder what's different about our instance.

Ooh, this is interesting! Amnesia pill A Wrinkle in Time. My favorite childhood book. Travel pill Middle Earth

For the most part I've gotten used to the new view after 6+ years of the old, but yes, there are definitely features missing. I'm not sure about the issue link, but I do know there's an open issue in Atlassian's own Jira for adding the Attachments section back to Service Desk instead of displaying all attachments as…

There are limited changes you can make to the overall look and feel with Cloud; I'm betting the article you were looking at was for server/data center. Here's the documentation for what you can do with your Cloud instance.

You could use existing custom fields and change the labels on the customer-facing request side. Then use the new Jira Automation (not the existing service desk automation) to pull the values of all of the fields into Description when the issue is created. However, this is going to display the changes to the portal as well…

Thanks, John. It's closer than what I was able to find on my own.

Has the workflow changed (i.e. had validators or conditions added to the transitions)? Have the project permissions changed? It's entirely possible for an org admin to not have access to edit or transition issues, depending on project permissions. You mention that you're an org admin; are you a member of the site-admins…

You can no longer create a new issue and link it in a single step. You will need to create your issue to be linked and then use the Link Issue functionality. ETA that you didn't mention if you were talking about a normal Jira project or Service Desk. In Service Desk, the process is the same, but it looks slightly different:

@Ian Bussières did you ever get an answer to this from either Tempo or Atlassian? We're running into the same issue. I have a project automation rule set up to set the the correct account on newly-created issues, but no way to populate existing tickets.

Will the devops rules be constrained by the same monthly execution caps (in Standard) as Jira-only rules? Or will they be a separate counter?

Thanks, Mike. We do actually have that add-on, but I'm not finding a way to add fields to the requests list, only the request form itself. I'll keep looking.

Thanks, John. First, the newly-native automation rules have restrictions on how many executions per month you get. Second, it still doesn't handle populating the selection on the Create screen, which is what we need. It's kind of silly that there's no existing native function to allow subtasks to inherit field values from…

I was told by an actual Atlassian employee that the copy field value postfunction should be in the location I have it; it works correctly for all of our other workflows that use that functionality. And we don't want to select a value for the Account field manually; the whole point of this is so that users don't have to…

Thanks, @Petter Gonçalves I figured that was the case, but hoped there was something hidden somewhere that would let me do it. API it is.

@Matt Tse it appears the application navigator is no longer customizable? I had the URL (mysite.atlassian.net/plugins/servlet/customize-application-navigator) bookmarked, and can still update and edit items there, but they are not reflected in the actual application navigator icon. Has this functionality been removed, or…

We are pizzahut1.

This is a bit late; I found your question while looking for something else. But you might take a look at OpsGenie; it has integrations with hundreds of other technologies including AWS, and, since it's an Atlassian product, can fully integrate with Jira (including Service Desk.)

Thanks. Unfortunately it's a few more clicks than what I was hoping for, but it's good to know about that macro for other purposes.

Well, at least it's acknowledged that this is a shortcoming. Yes, please add my name to the ticket. Will OpsGenie tickets ever be added to the jira.atlassian.com site so we can track and vote on them ourselves?