Fabian Lim Community Champion

Hi @Jessica Abreu Are you planning to send the attached form document through an email? Regards, Fabian

Hi @Antonia Treat Jira projects as workspaces. If the tasks involve the same people and workflows, it’s usually sufficient to create an epic and manage tasks under it. However, if the project involves different teams or stakeholders, it’s better to set up a dedicated project. Additionally, if you’re only managing tasks and…

Hi @Mar , The issue may be that the value of rereporter is not the same as {{issue.reporter}}. You may want to use {{reporter.displayName}} instead. I'm not sure what the value of rereporter is so you have to figure out if it's holding the user display name or the account id. This will help you:…

Excellent article @Tori Stitt Exactly what I was looking for to help our organization. 

Hi @Marcos Pino Flores Welcome to the community! In summary a Field configuration scheme would do it for you. Link: https://support.atlassian.com/jira-cloud-administration/docs/manage-issue-field-configurations/ You would need to create a field configuration for Project A and have a user custom field that allows the users…

Hi @Eric Templeton I had a similar issue and the only way to resolve this was by filtering out the issues and exporting into chunks. You then have to manipulate the csv files to put them all together. This is definitely not ideal. 

Hi @Heaven Clacken Welcome to the community! Unfortunately the phone routing capabilities are not available in JSM. I suggest you create a feature request and see if Atlassian puts it in their roadmap.

@Hemal Jivani Unfortunately, I don't think this would be possible. Fabian

Hi @Patricia Izquierdo I recommend you read this article: https://www.atlassian.com/software/confluence/resources/guides/extend-functionality/confluence-jsm#link-jsm-confluence There is a section that describes how you can separate access from the customers vs internal agents. Fabian

Hi @Avinash Dahre Based on previous posts (https://community.atlassian.com/forums/Jira-Service-Management/JSM-We-can-t-load-the-widget-right-now-Try-again-in-a-little/qaq-p/3005287), I would suggest you contact Atlassian Support directly. Fabian

Hi @Hemal Jivani , You can try using the widget that allows end users to report issues without logging in. Video Tutorial: https://www.youtube.com/watch?v=qmxgL5xb_bk Regards, Fabian

@Kesha Thill Does Premium support Assets custom fields? Regards, Fabian

Hi @Dan Foster You should try to move into the JSM Operations module (which has the old opsgenie integrated) instead of having Opsgenie standalone since there are a lot of limitations.

@Josh Drake You will have to use jira automation with if-else condition based on the customfield or form value that was selected. You will have a long ass condition map since you have 20+ forms and multiple selections. Just keep in mind that the form will have to be attached after a transition change, so you have to think…

Hi @Josh Drake The only issue that you could face is pre-populating the templates. You will have to see if you can pre-poulate them in the automation. If not, you will have to create multiple forms based on the selections. So you have to create multiple forms of the same with different predefined values. Regards, Fabian

Hi @sean I put a tutorial together here about setting an external service desk with a google email account: https://youtu.be/cALbOS5w200?si=OrD05Kqujn7sYof3 I hope this helps. Fabian

Hi @Gregory Wallace Welcome to the community! Unfortunately, I don't think there is a way out of the box to fulfill this requirement. You can try some plugins: https://marketplace.atlassian.com/search?query=docusign from the marketplace to help you. Regards, Fabian

Hola @Abelardo Martinez Este tutorial te puede ayudar: https://www.youtube.com/watch?v=xxd0BxkZl5c Saludos, Fabian

Hi @Simion Alin Coman Welcome to the community. End of life for the Standalone Opsgenie is 2027. The "10 days" message is for subscriptions where Opsgenie and JSM were bundled together in your billing. If you are bundled, you will be automatically moved by Atlassian. If you share the full message, we can take a look and…

Hi @Virgil The agents should not be replying via the company gmail email. When doing so, the email does not include the ticket ID that was generated by JSM, which in your case causes the behaviour you explained. In order to avoid this, you need to tell all your agents to use the JSM queues and use comments to communicate…

Hola @Orlando Cando Es posible que no tengas los permisons adecuados. Preguntale al Org admin si puede elimarlos o que te de permisions adicionales. Saludos, Fabian

Hi @lino Welcome to the community! Just like you have discovered, this is not possible. I would suggest you raise this an feature request. Here you can find the details: https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html Regards, Fabian

Hi @Lisa Bowen One recommendation is to allow the customer to close the issue themselves to avoid this behaviour. When a ticket is resolved, you would the ticket to "Awaiting Customer" and then allow the "resolved" transition from the portal. You can also have a scheduled automation that closes the ticket 48hrs after this…

Hi @Wilson Lima That's correct, the custom field apply only on the ticket. What we have done with our clients is use a plugin either Tempo Timesheets or Activity Timeline where you can set your logs with categories for billable/non-billable. I hope this helps. Thanks, Fabian

Thanks @Jimmy Seddon for putting this one together.

Hi @Marius Fischer I don't think this is possible. What I would suggest is to update the escalation policy where you would add a notification to the on-call person/team after another 4 minutes of the initial one. Regards, Fabian

Hi @cjenkins Unfortunately, I don't think there is nay correlation between the Template Schema and what you get in the Assets Discovery tool. You can try running separate discovery imports to put them into the individual objects from the template schema. In other words, get the Servers only on the Assets Discovery and…

Hi @Administración Jira - Ing. & Cloud If the tickets are from another Jira project, the information would be kept. Regards, Fabian

Hi @Phil Beckman Unfortunately, looks like there is no way to perform this automation. Here is a feature request that you can vote for and should translate to the new JSM operations module: https://jira.atlassian.com/browse/OPSGENIE-131 Regards, Fabian

Hi @Vera Valshonok , Can you share you automation details? Regards, Fabian