Mark Higgins Community Champion

Sigh Thanks Kai

Thanks @Sahir Maharaj That's what I suspected. Much appreciated. Mark

Thanls @Gosia Adamska for responding. The ticket isn't at the resolution stage, its at a Status that requires an approval, and it appears that rules, such as display a screen, don't execute, even if the screen is there. Appreciate you taking the time Mark

Hi @Patrick Beacom Welcome to the Community ! There is an option in the Product settings for email - The fact that you say 'sometimes' indicates that you have this setting set to 'Yes', and yet, on occassions new tickets are created. The screen shot you have displayed shows the Summary saying SB 77, but the Key is IT-767?…

Hi @Julie Santiago I may be missing something here, but as time goes on, doesn't your query move with it? So, you would like all the tickets from the 2nd last week, and then the last week. That would indicate you would want the startofweek(-2) and then startofweek(-1)? Pls feel free to tell me otherwise? Cheers Mark

HI @Julie Santiago Welcome to the community! Would you mind taking a screen shot of the filter, as I believe you should be able to use the inbuilt functions of JQL, such as startofweek(-1). created >= startOfWeek(-1) order by created DESC Cheers Mark

Hi @Wyatt Determan Welcome to the Community and we do hope you make the choice to stay . My understanding is that you are able to create tickets, via email, but when an 'agent' updates the ticket with a Reply to Customer, the Reporter is not receiving those replies. In the Project Settings .> Customer Notifications, are…

Hi @ivan borgiey Welcome to the community! Here is an example that may assist. In this example there is a CAB status, that has an Approval attached to it, which is a Group, that contains people. Hence, its like a Level 2 Approval step. Hope that helps Mark

Hi @Annu Satpute Thanks for the response. Your SLA appears happy, in that the Time to First reponse was met within 8h and there is a green ticket. If its unhappy it appears in red like this: Looking at my chart in my test system, I've set up a chart. It shows me: I'm going to have to go look to see where 551 comes from? I…

Hi @Annu Satpute In short, it should not. What does the SLA say on the ticket? Cheers Mark

Hi @Dave Stillwell Welcome to the community! The information in the audit log should be {{lookupObjects}} You can also so {{lookupObjects.Attribute Name}} eg {{lookupObjects.Service Owner.accountId}} Cheers Mark

Hi @Carlos ISLAS Welcome to the Community! :-) There isn't a great deal of Inter connect and Interoperate btw ITSM tools, OOTB. Jira Service Manager and Service Now, for example, can send e-mails to each other, that create tickets, but after that... However there are market place apps, that may achieve what you are looking…

Hi @Chris Welcome to the Community? Have you created a Widget that sits on your Web page? Assume that you have then assigned that to a Request Type? Is this the case? Cheers Mark

Hi @Karim Mohamed We have implemented a Level 2 Approver using Assets. Example: Software Catalog: Approval Required: True / False Approver: User L2 Approval Required: True / False L2 Approver: User We then use automation/assets and a L2 Status to achieve a 2nd level of approval. Hope that helps Mark

Hi @Angelo Cigna Welcome to the community! In the Admin -> Product Settings -> Jira Service Management there is an Incident Management Section. Click on the Looking for Slack :-) This takes you to the OPEATIONS area: This is, I believe the 'new area' as OPSGEnie moves into JSM Operations. Hope that helps Mark

Hi @Alain Vertefeuille Welcome to the comunity. To put a picture to @A A Ron Geister _Trundl_ response: If you have linked a space, then it may be permissions on your Confluence space? Hope this helps Mark

Hi @Tom Mikelin If you go to a project and Select Services do you see something similar to If I select Customer Support it opens up to be: From here you can add/remove the Service relationship. Hope that helps Mark

Hi @maomaocui Thanks for the info. I'm going to go away and think on that. How are you creating the instance of the switch object? Cheers Mark

Hi @Uwe Staub Welcome to the community! I assume that you have Queues built that are looking for a different label? So if you have a Queue that is a JQL that is looking for label 'tasks' and another queue looking for a lable 'regular tasks', then when you change lables, the queues will adjust accordingly? Hope that helps.…

Hi @Balaji Ganesan Welcome to the community! When I hover over the Agent details it shows details in my profile, but the details you are after are not editable in the profile. If you have JSM Premium with Assets, then we achieve what you are after by creating a People schema of employees, and within the schema we add the…

Hi @cheryl_lewis Welcome to the Community! If I understand your issue correctly, Person A, was in Organsation A, and has now been moved to Organisation B. Person A, can not view the portal. Do both Organisations have access to the Portal, or do they now have seperate projects? I assume you would like Person A to see the…

Hi @[deleted] Welcome to the community. No, I do not think you can achieve this. As the 'articles' are controlled by the Projects, then the articles are going to appear for both Help Centers. Even creating tags isn't going to help because the project is the same project. Happy to be proven wrong. Cheers Mark

Hi @maomaocui Welcome to the Community! I'm a picture person :-) Are you able to provide a screen shot of your schema? Pop-ups are not native, but forms can have sections that are conditional, and custom fields can use other custom fields to filter results, so I'm trying to get a picture of what you are attempting. Cheers…

Hi, Yes, it now works for me as well? Weird. I did add a log action inbetween but all is now good. Email looks like: Thanks @Alexander Steel that is a very useful idea. Mark

Hi @Alexander Steel I was curious to see if this did work in my environment and it did not. What did work (and I admit it's not ideal) is this: {{#lookupIssues}} * {{key}} {{/}} which lists ALL the issues that the JQL returned. Try as I might, I can not get the .size to work?? Mark

The Canberra Atlassian User Group ran a session with Mike Jones last week. https://www.youtube.com/watch?v=XyX9J6O68J4 Cheers Mark

Hi @Maahshid Vaziri I'm just going to unpick your requirement a little. Single Project. 12 'Types of Issues' - does that mean 12 different Request Types? Each 'of these 12 issues' has 3 levels of priority. So, are these Priority's different for each Issue (as that would be unusual as priority are set for a project. Could…

Hi @Ncumisa Veronica Booi Welcome to the Community!! Feel free to reach out when ever you need help, or just want to say hello. If you are ever in Sydney, let me know. Mark

Hi @Prerana Bhatt Koulmane Sathyanarayana Jira doesn't have a boolean data type, and I looked at the last update on the request was 2016 :-) Assets does allow a Boolean, which allows True or False, but not Yes or No. Good luck Mark

Hi @Pamela Welcome to the Commmunity! In JSM there is now a Similar Incidents Panel, that will show you similar incidents, but this is regardless of Organisation. If upon request, the ticket is shared with the organisation, then it will appear on the ticket, and you can create a filter to look for all unresolved tickets…