Joseph_239loq Atlassian Team

It is resolved now. https://support.atlassian.com/jira-service-management-cloud/docs/add-knowledge-from-confluence-on-different-site/ 

Hi I am Joseph, product manager on Virtual Service Agent. We are looking into this issue. I will keep you posted on the status of this bug. thanks Joseph

Hi Lexi, I am the product manager on the virtual agent team. I'd like to chat with you and understand your current setup to help you better. Here is a link you can use to schedule a time that works for you. https://calendly.com/jjayanth/jsm-virtual-agent-feedback cheers joe

@Dan Breyen We are actively looking to add Canned Responses in Status change (transition) screens. Please follow this JAC ticket for updates. cheers joe

@Masayuki Abe Thanks for bringing this up. Yes, we will factor in both these points while building the solution. :) For anyone with this particular challenge, please fill out this form and we can add you to our EAP (early access program) list when we start rolling this out. cheers joe Product Manager, Jira Service…

Hello everyone Thank you for taking the time to send your feedback. This is very helpful. We will work on the feedback in the future based on the demand for these features. Thanks Joe

Hi @Kelly Koblun @Alix Lanigan As of now the ability to add canned response in the issue transition screen is not available. We are looking into that. cheers joe

Hi Canned response feature is now available to all Jira Service Management customers. https://support.atlassian.com/jira-service-management-cloud/docs/reply-faster-to-your-customers-with-canned-responses/ Cheers Joe

Hi @Marc-Antoine THIMM Yes, shared Canned responses can only be shared within the project they are created in. cheers joe

Hi @Sven Spaniel Only project administrators can create shared canned responses. Cheers Joe

@Yatish Madhav Hi, the canned response feature will be shipped to all Jira Service Management customers before the end of next week. EAP was enabled for the entire site, so all agents on that site would be able to use Canned Response in Jira Service Management. Cheers Joe

Hi @Anne Mari Nedevska and @Greg Lochner Currently, group and global level is not something we plan to build in the next 6 months. Cheers Joe

Thanks @Kalin U Sorry about the "no-reply@automation.atlassian.com". I will edit that. cheers joe

@Kalin U Thanks for the questions. There are three ways to share feedback 1. You can reply to the EAP notification email (that you received when you got access to EAP) 2. You can email me at jjayanth@atlassian.com 3. You can schedule a call with me here. Variables are something we are definitely going to add over time, but…

Hi @Curt Holley Our team built this canned response feature in-house based on customer feedback and it is available out of the box in Jira Service Management. Cheers

Hi @Nicholas Marsden, ITSM templates are now available in the knowledge base. 👍

@Scott Koorey I will look into this. Please follow this ticket to get updates regarding this feature.

@Josie Browning Hi, I'm Joe, PM for knowledge base experience in JSM. All JSM users should be able to delete the pages that they publish, but at the moment there is a bug and we are looking into it. Hi @Scott Koorey , I understand that the separate scrollbar is unintuitive. We will be fixing the 'separate scrollbar' issue…

This was shipped to all customers today. The customers, in the portal, can filter by a specific status under the status filter. cheers joe

This functionality is now available in JSM * Jira Admins can remove any existing column in the request list page (customer portal) * Jira Admins can add the following columns* created date * Updated date * Due date * Assignee * Priority…

Hi @Christopher Rushing I'm Joe, Product Manager in JSM. My team and I are working on this problem and would love to connect with you to talk about this pain point. Would you be interested in a quick call next week? cheers joe

Hi Harry There is a way to achieve this but I'd like to understand a few things first: 1. Does your external staff login to the portal to view the articles? 2. Are you ok with separating the content into two different spaces? cheers joe

Hi Natalie Yes, in the month of Jan or Feb. - the columns will be sortable additional columns that can be shown to the customer (controlled by Admin): - priority - created date - due date - assignee - last update date

Hi This functionality is work in progress. You can expect this to be shipped by early next quarter. cheers Joe

Hi Sebastian I'm Joe, Product manager in JSD cloud, I'd like to discuss with you regarding this ask. Would you be ok if I reach out to you through email and setup some time (30 mins) to chat about this? cheers joe