Liam Green Expert

Hi @Andrew Yoward Take a look at the below guide on creating reports: https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-reports-939926426.html and also the following guide on dashboards: https://support.atlassian.com/jira-service-desk-cloud/docs/manage-dashboards-and-gadgets/ If you're struggling…

Hi @Sergei You could set up automation to automatically categorise anything through email as a specific priority - but it would categorise all emails as that priority. You could also set automation so that all emails from specific reporters are given a priority - you would need to do this for each reporter though. Hope…

Hi @Stuart de la Motte Welcome to the Community! Jira does generally use the JIRA Code, so it is very difficult to get around this. Do you use a unique subject line every time? We often get tickets that simply have the subject 'help please' - so linking by subject wouldn't be great for us. If you have a unique subject for…

Hi @Amanda Brown Welcome to the Community! You can't do it from a queue, but you can do it from the search - so you could set up a saved filter if you want to do it regularly. You could copy your JQL from the queue to use to save the filter. Hope that helps, Regards, Liam

Hi @総務部 ディーメイク Welcome to the Community! If you have queries relating specifically to the billing on your account, you are best contacting Atlassian directly: https://www.atlassian.com/company/contact Hope that helps, Regards, Liam

Hi @Charlie Beckett As a base line, next gen projects don't share fields, so it would be quite difficult. Can you explain a bit more about the fields? You say PRO1 has a checkbox which is drop down. Is it a multi-select? Does PRO2 have the same list?

I've never really been a Halloween fan. My birthday is the day before (so today!) and I've always thought that it should be about me, not others 🤣 ...nothing to do with me being scared by any film scarier than Hocus Pocus honestly!! What was that noise...😂🎃🎃🧙‍♀️

Hi @[deleted] I actually stumbled upon this earlier. There are many servers for Atlassian. If you click on the 9 square button at the top left, go to Administration > Security > Data Residency you will see where the data is hosted. The following link might also be useful:…

Taking your bullets slightly out of order, I have accepted it and a field called "Alert for Manager" is now in my list. I will raise it with support - but need to get a dashboard done based on my alert - so it is likely to be next week when I get round to that. I can't see anywhere that I can rename the field - as it is…

Hi @Jack Brickey Thanks for such a quick response. I've deleted the SLA - and checked it isn't in any other projects, but the field remains (and is locked) in the custom field list.

Hi @Evan Teguh Unfortunately this is not possible out of the box, it is either 'on' or 'off'. There are apps in the Marketplace that add additional functionality to the CSAT so you might want to look at those. Hope that helps, Regards, Liam

@Kate C_ I instantly go back to a mis-spent youth drinking in bars! But I agree it is awesome how it transports you

@Kate C_ Muse used to get me straight out of bed!

No problem. Happy to help!

Hi @vildana_ermaya We use a simple drop down menu for business area, as we categorise based on which area the person reporting the issue works in. We also have a cascading two field list for the category. One of our teams assigns ticket based on business area, so its great for automation as it auto-assigns the ticket based…

Helena is one of my favourite tracks - it seems to really get me pumped for work

I love the music from my college / university days, so generally it's just 'Alexa, play music from 2003 - 2009' but sometimes I will focus in depending on the task. My Chemical Romance is my current 'go to' for focussed work. If I'm in the office I usually work with just the background noise, but sometimes play something…

@Kate C_ I used to have Muse - Plug In Baby as my alarm. The opening guitar used to wake me up straight away!

It is really complex, but their support is brilliant! I would prefer not to need it for outgoing or incoming, but with the requirements of our teams and the restrictions within Jira it is unavoidable. I'm looking forward to email taking a step back - but even at my age (34 at the end of the week) I can't see it happening…

That's quite interesting Jack. We switched to Email this Issue a while ago to process incoming emails, so I've not used it for a little while. It sounds like it's a bit more advanced than it was though, which is good. Personally, I'm not a fan of email to ticket - I think everyone should go down the portal…

Hi @vildana_ermaya We don't use labels at all, for all of the reasons stated above. We use custom fields to track the information - e.g. category, business area affected. It works well for us and allows more automation within the service desk

Hi @Abir Stolov The Issue Key is the unique identified for the ticket, and usually contains letters and numbers (e.g. KEY-123). Jira cannot add a comment to a ticket based purely on the email subject as it is entirely possible for the subject to be the same in multiple tickets. Is there a reason you would reply to the…

Hi @Abir Stolov When you say you 'replied to the sender + email channel', do you mean you replied from your personal email? If so, was the Issue Key in the email header? If not, Jira will not know that it is the same issue. Using email on the service desk means there is always a possibility that Jira will think it is a new…

Congrats to everyone who's earned a Cloudie!!

Congrats to all the new Leaders!

Hi @Sergei Thank you for the clarification. What you need isn't possible out of the box with Jira. You may be able to do this with a Marketplace addon, but I don't have any experience with apps that do this.

Sorry, I thought you wanted extra fields for customers and users to fill in on issues. As that doesn't appear to be what you wanted, could you clarify the following: Are you looking to add a field to the user profile containing their phone number? And Another field to a user profile containing a checkbox?

No problem! If you're happy with my answer, feel free to 'accept' it. Regards, Liam

Hi @Jessie Luiten Thanks for the quick reply. You'd be able to do this using a custom notification in Automation for Jira. I'll post the link to their documentation below, and if you need any assistance then just reply to this comment:…

Hi @Sergei To add custom fields you need to be a Site Admin. If you have this permission then you just need to do the following: Click Settings Cog > Issues > Custom Fields > Add Custom Fields The below document should be able to get you through it:…