Mark Higgins Community Champion

Hi Katie, There are a number of functions that, I believe, can assist here, such as startofmonth(). You can create a query such as startmonth(-24) so you get all tickets for the last 24 months. In my instance, you can even use AI and type in what you want, like and then the JQL appears. You then save that to Excel and…

Hi @Michael Malmström I may have found it, as I wasn't aware of this, but, do the groups that you have created have access to the JSM product? Looking at the groups in ORG, I can see that, in my example the group has access to 1 product When I click on show details it then shows: There are 4 group members and 1 product…

Hi Michael, That is strange? So, the field shows you groups, that where previously there, but any new groups are not being shown? Mark

Hi @Daniel Boydston Not directly (as far as I know), however you could load your customers into Assets, in a People type schema, and then create custom fields to retrieve that information. Appreciate, its not as simple, as retrieving the information from the source, and if you do not have assets, then this solution doesn't…

Hi Susan, The issue collector is for embedding the code into another web-site, not your atlassian site. For example, if you are a company that has external customers and you would like them to enter infromation into a few fields, that would then be sent to your project. Even for internal, if you have a company intranet,…

Hi @Michael Malmström Do you have Org admin privileges? In the Org admin area, there is a section for Groups? You or your Org admin can add more groups here. Hope that helps Cheers Mark

Hi Sam, Do you have access to Assets with your instance, as a custom field could be used to list your customers? It would need an update script to keep them updated, or if there is not a large number of updates then manual update of the Asset could work. If you don't have assets, then I'm not aware of a way to populate a…

All good Troy.

Hi Jack, Apologies if I'm stating the obvious. On the form / Issue View needs to be shown, such as: And in the automation you would need to set the Request Type like: Hope that helps Regards Mark

Hi Michael, What does your Custom Field for Default Groups look like? Does it look similar to this? Regards Mark

Hi Ariraati, Its definitely possible. In the Custom field Reporter Assets you set up something like: In the IT Employee Assets schema you should have an Owner that references back to the Schema that has your EMployees, like: Over in the People schema, you have the User, which is where the Atlassian ID is stored. So the…

Hi James, No, I don't think you can. As you have discovered you can find items that have been approved(), but not declined. THinking out-load, you could look at setting a custom field when an issue is declined, and then report on that? Mark

Hi Willis, Short answer is no, not directly from the 'form'. Forms are basically blobs. However you can create Custom fields, and link those to the fields on the form, and then report on the form 'fields'. There is also a section on tickets to Log Work, called Work Log, where Agents can log time against tickets, and then…

Hi @Karen Saunders Only one email, such as @brand1.com, can be linked to a project. A work around (could be) that you have two projects, and your Agents have the Service Desk Role in both. You could create queues for Agents that get tickets form Brand1 and Brand2 and when they responded it would go back as Brand1 or Brand2…

Hi Troy, If , when you look under Product you should see your Plan and then users. If that number says 8333 then that would be your User count if/when you go to cloud. The fact that you say that you only have 10 agents, of 100 users( which I assume is the number of people in your company) suggests that your customers are…

Hello, Yes, you can create Links to Forms. From the Form you have created, go to settings and click pn Create a Sharable Link, you can select the Request Type(s) and then acopy the link and put that into your automation. I've not actually done this, so pls let me know if this works as I suspect. Cheers Mark

Hi Adrien, Without being seen to plug my organistion, we have created an 'app' that uses Assets to do this. https://marketplace.atlassian.com/apps/1232804/out-of-office-for-jira?hosting=cloud&tab=overview Mark

Hi Jesse, I don't believe so, but I'd be interested to find out if you can. Your options are differnt to the options we see, which suggests that they are controlled by Features, issue Types, etc. When we have cloned tickets in the past, we have used Automation, based on something iside the ticket, that we can check for.…

Hi Adam, You're right, you can not move your Cloud Conformity up. What you need to do, is add the JQL to the Time to resolution SLA, and it would execute from there, and if you want it to be checked first, then move it to the top of Time to resolution. Hope this helps Mark

Hi Vishnu, Are we talking JSM or JWM, so is it a company managed project or a team managed project? If its JSM, and you believe the field has been removed from the 'Edit' Screen, then it should not appear. The fact that it does, suggest that you may not be looking at the 'screen' you think you are? If everything below…

Hi David, When you say structure, are you referring to your organisation. Creating a filter, based on the JQL that you want. Then from the filter area, create a Subscription, that will allow you to enter the details of people who are to receive the results, and schedule a time. Hope that helps Mark

Hello, You may want to look at this ticket from a few years ago: https://community.atlassian.com/t5/Jira-Software-questions/Modify-text-in-notification-sent-to-the-agent-when-assigning-a/qaq-p/1087345 It explains that you turn off the default notification, and create an automation rule, that allows you to put what ever you…

Hi @Jeferson Carlos dos Santos I'm trying to reproduce what you are seeing in my test site. So, I have two SLA's - one that shows unresolved tickets and "time to resolution" < remaining("2h") - which when I run as a stand-alone it returns - 16 rows The second SLA is "time to first response" = breached()) - when I add this…

Hi @Matej Medvecký In the Customer notifications, for your Project under the Attachment Security, what do you have the setting. There are links from there that describe how this works. Hope this helps. Mark

Thanks @Marc -Devoteam- Much appreciated.

Hi Disha, Apologies, I missed that line, and I don't have experience on Hosted automation. Mark

Hi Cristope, The short answer is that you can not at present, as Customers can only see the portal. Once, they are inside your 'project', then they are a licenced user. You can present / share Dashboards, which it's not quite the same, but it would allow you to share the project information with your customers. Hope this…

Hi Gene, People can still be managed, but if they are in a different group, then you can not assign, product access to that group, and therefore they do not consume a licence. I believe you can also set up non-billable authentication policy, that may achieve the same result.…

Hi Ryan, My experience is that 'Forms' behave as blobs, in that you can not get access to the individual form fields, unless you link the form fields to a Jira Customfield. You can then run the JQL and get the customfield. You do end up creating a lot of Custom fields, but the form is defintely more user friendly than a…

Hi Rodrigo, I'm making assumptions here, but the 'Issue Types' that you see on the left when you go to Request types are actually 'Ticket Categories'. Can you see Incidents there? If not you may not have turned on Incidents as a 'feature'. When you turn on the 'feature' Incidents, the Work Category of 'Incidents' turns up.…