Liam Green Expert

Hi @Siri Nama It is affecting Service Desk and Software in Cloud: https://jira-software.status.atlassian.com/ Regards, Liam

Hi all There is currently an issue with Automation that Atlassian are looking into: https://jira-service-desk.status.atlassian.com/ Regards, Liam

Hi @sergey_anyvisa_co_uk There is currently an issue with Automation that Atlassian are looking into: https://jira-service-desk.status.atlassian.com/ Regards, Liam

Hi Chester Looking at the Atlassian Status page, they are aware of this issue and are looking to resolve it now: https://jira-service-desk.status.atlassian.com/ Regards, Liam

Hi chester.hansen@pillpack.com Welcome to the community! Does the audit log show anything? Regards, Liam

Hi @[deleted] Are all the projects 'classic'? Or is there a mix of 'classic' and 'next-gen'? If so, does the automation only work on one and not the other? Thanks, Liam

Hi @Aimee Armitage The '...' should be on the far right of the screen. If you click on it does it give you the View attachments and Download all attachments as shown above, and is this the same on tickets where you think there should be an attachment but there isn't? Thanks, Liam

Hi @Aimee Armitage When we create tickets, any attachments are automatically added as a comment. Is this not happening in every case? When you think there should be an attachment that isn't showing, what shows when you click on the '...' on the right hand side and click 'View Attachments'?

Hi Michael That doesn't seem correct - I'd log a support ticket if I were you to check

Hi @Michaël Monserrat I'm glad you found the cause. Your agents would need to consume a licence to be the 'Assignee'. They would not need a licence to be the 'Reporter' - they would just need to be a customer of the service desk. Regards, Liam

Hi @Tamanna Godara I'm all booked in for the upcoming Webinar to get any other info I need - after that I'll likely make my application if I think I'll make the cut

@jstikkelorum I don't work for Atlassian so I wouldn't be able to add as a feature request - I think the above link shows that Atlassian do not want to implement it, although you may wish to reach out to them directly.

Hi @Katie We had a similar issue - not sure it is the correct solution, but our workaround was to create a matching request type (Automation can assign it automatically to the issue type) and then change the fields for the request. You'll find the settings under request types in the project settings. Hope this helps - let…

@Daniel Kaufman I've done this - when should I expect to hear from you?

I thought it stopped at Level 8...!!! Congrats @Alexey Matveev 

Congrats to all! Hopefully I will be a Leader soon!

Hi @Daniel Kaufman I've filled out the questionnaire and not had any response. When should I expect to hear from you? Thanks, Liam

I feel like I'm often late to these threads - but congrats to all. I really love the idea of this badge @Monique vdB are you still awarding them?

@Community Manager Thanks - already seen the badge, he's too cute!

Hi @Michaël Monserrat The permissions you're looking for are Assignable User and Assign Issue - they need both to be able to see people and assign issues. Hope this helps Liam 

@Community Manager - love this! It's really important for everyone to know that they can contribute and that everyone in the community is so friendly and receptive.

@Jack Brickey I feel exactly the same - I'm certain at one point I'm going to post an answer and get a pop up telling me I'm wrong and all access to the community has been revoked! The whole community is so friendly and helpful though - it's great to be a part of it!

Hi @joel.murav This is only possible if you're using the 'old' view and not the 'new' view. The below article should talk you through it: https://confluence.atlassian.com/adminjiracloud/changing-the-default-order-for-comments-from-ascending-to-descending-884344544.html Hope this helps Regards, Liam

Hi Bianca Agents can be customers, yes - they should automatically be so. If needed, you can add them as a customer, but automation to change status doesn't usually work when the assignee and reporter is the same so you will need to make your agents aware of this

Hi @Bianca de Weerd Can you clarify your issue please? Are you saying that the SLA doesn't pause when it is in status 'paused'? Or that a comment on the issue doesn't automatically change the status? Regards, Liam

Hi @Michaël Monserrat Do they have the correct permissions? You can use the permission helper to check: https://confluence.atlassian.com/adminjiracloud/jira-admin-helper-818578850.html Also worth checking what happens when they begin typing a name, does it autofill for them? Regards, Liam

@Community Manager I think I've done this - could you check my homework please? :-)

Congrats everyone! Hoping I'm not far behind - our pug will love a stuffed cloudie!

Hi @jstikkelorum Welcome to the Community! Person X would not get an email to say you've added them as a watcher, but they would get an email update (depending on their notification settings) once something is updated on the ticket. You could also use the @ mention in the comments to let them know you've made them a…

Hi @Sasha Chernysh Welcome to the community! As far as I'm aware, Automation does not send files through email as an attachment. To do this you would need a different third party add on. We use Email This Issue - it works really well for this and a number of other solutions:…