Liam Green Expert

Hi @Jessie Luiten Welcome to the Community! Are you saying your HR team want to receive an email when a ticket is assigned to them, or your HR team want customers to receive an email when a ticket is assigned? Thanks, Liam

Hi @Kenia Rodriguez Diaz Yes, that's possible using Automation for Jira. You just need to set it up to use a balanced workload. If you're not familiar with Automation then the following link will take you to their community…

Hi @Moran Hazan Looking at the documentation, I don't think this is possible - no. I've provided the links to what I was reading below in case you want to explore it further: https://support.atlassian.com/jira-software-cloud/docs/how-do-jira-permissions-work/…

Hi @Jakob Madsen You need to be an Org Admin yourself, but if you are then go to the following location: Settings Cog > User Management > Settings (along the top) > Administrators You will be able to remove them from there. Hope that helps, Regards, Liam

I fully agree Shiri - the implementation of next gen features is patchy at best, which is the main reason we don't use them. Keep an eye on the Atlassian updates - they're regularly bringing out features so hopefully they will bring out the ones you need. If you're satisfied that I've answered your question, please feel…

Hi @[deleted] I think you're correct about them not being able to see the Tier 2 because they're not part of it. I also think your workaround would work. My advice though, rather than a new issue type, would be a new Custom Field with a Tier 2 tickbox, then if it is ticked the automation runs to set the Security Level to…

Hi Nicole When we talk about Organization, we're talking about the field 'Organization' - it allows you to group customers together so that they can interact with each other

Hi @Ann Farrant As Jack said, it is controlled within each project. Looking at the screenshot you've provided, it looks as though the customer can see any ticket raised by people within their organization

Hi @edochang Welcome to the Community! The field you're looking for is the Resolution field. Hope that helps Regards, Liam

Hi So issue types aren't available to all next gen projects just because they have been added to one. If you want to recreate your test issue types in the other next gen project you would need to recreate them from scratch. If you want to replicate settings over a number of projects you would be better using a classic…

@Ann Farrant Hi Nicole A customer should only see their own tickets, or tickets raised by their Organization. You can edit the settings for this by going to Project settings > Customer permissions. Its not possible to turn off the portal in Jira, but you can limit who can see which service desk(s) by limiting who can send…

Hi Your screenshots are not uploading - could you try them again please?

Hi @Shiri Reich If it is a next-gen project then you will not be able to use an issue type from another project. Regards, Liam

Is the test an issue type or a request type? Also, have you used it in Next Gen before or just Classic?

Some of these pictures are amazing and I'm very jealous of many of you! Not a lot of unusual wildlife around my way (I'm in the north of the Midlands, England) but we regularly have a fox who likes to run up our street at night and the occasional hedgehog which I think are very sweet 

No problem. Please feel free to mark the answer as accepted if you're happy with it.

Cześć @Sławomir Tuzimek Witamy w społeczności. Przepraszam, jeśli to nie zostało poprawnie przetłumaczone - użyłem Google. Jeśli przejdziesz do opcji Ustawienia projektu> Typy zapytań> Formularz zapytania, będziesz mógł ukryć Opis w formularzu klienta. Pozdrawiam, Liam

Hi @[deleted] Unfortunately, you cannot delete them in bulk - you would need to delete each one individually. Hope that helps, Regards, Liam

Hi @Gui Ávila It seems as though this isn't possible at the moment. The below feature request has asked for it, so I'd suggest watching and voting on this: https://jira.atlassian.com/browse/JSDCLOUD-5636 Regards, Liam

Hi @Gui Ávila It looks as though this is an issue within Jira, as they have a request open for it: https://jira.atlassian.com/browse/JSDCLOUD-5974 I'd suggest voting for the suggestion and watching it for updates. Regards, Liam

Glad you managed to sort it Paul

I agree it isn't ideal - I'd suggest opening a feature request with Atlassian to see if it is something they would look to do in thee future. Feel free to accept my answer if it has answered your query. Regards, Liam

Hi @Gui Ávila No, this text, like the customer portal text cannot be removed or modified. Regards, Liam

Hi @Sergei Welcome to the Community! Unfortunately, you're not able to add a working day to the calendar. If you work some Saturdays and Sundays you would need to have a 7 day calendar and add holidays for the weekends you're not working. Hope that helps, Regards, Liam

Hi If you want any further information on using Automation for Jira then the below should help: https://community.atlassian.com/t5/Automation-articles/Welcome-to-the-Jira-automation-community/ba-p/1388465 If you're happy with my answer then please feel free to accept it :-) Thanks, Liam

Hi @kanishka You wouldn't be able to stop them from submitting a second ticket. Using automation, you could send a notification telling them that they have already submitted a ticket so it has been cancelled. Can I ask why you wouldn't want them to submit another ticket if they had another high priority issue?

I don't think what you require is possible in Jira. You could have two sets of queues, but all agents would see both sets of queues. Is there a reason you wouldn't set them up as 2 different service desks? The other option would be set up a dashboard to use instead of queues.

Hi Paul I did something similar yesterday! After much searching, I found the below question, the first answer helped me greatly. That might be useful for you to get the required JSON.…

Hi @Pablo Barbero It is possible, a lot of our queues only show agent's their own issues using the JQL: assignee = currentuser() That should work for what you need. Regards, Liam

You need to amend so that all statuses transition to that one. If you click on the status in the edit workflow screen, it should come up with a box - check the top option and save / publish your changes. Let me know if it works. Regards, Liam