Benjamin Paton_yibbj0 Atlassian Team

Thanks for the feedback @Chris Hansen. We are working on an update to increase the minimum column width for the SLAs to ensure they are displayed more effectively.

@Hubert Bedyk thanks for the feedback. @Péter Péli very impressive workaround. @Chris Hansen we are always trying balance capability and complexity. Can you tell me more about why the new format does not work for your team?

@Kevin Pfaffhauser ideally you would have a unique email address for each project. Then connect it to the project both for notifications and in Project settings > Email requests. This will ensure replies are captured.

Hello all, Thank you for your feedback over the holiday period. I am back in the office as of today, let me provide some responses. @Jerry Siskind @Péter Péli @Hubert Bedyk we currently do not have plans to make it a setting, but we are evaluating feedback. If it were a setting, from your perspective how would you…

@[deleted] thanks for your feedback. Renaming SLA not fixed yet, but is definitely on the backlog.

Hey Petr, I agree this is all very confusing. This is something we have set out to fix. In the interim let me try and bring some clarity. * There are two types of users accounts within JSM.* Atlassian Accounts, which are typically used for Agents, but can also be used for Internal Customers (e.g. people within your…

That is right @Dirk Ronsmans and your after thought is right on point. We want team members to be able to star what is important to them. But we want team leader to have the comfort that the team are also looking at what is mission-critical. It's going to be different for every team. I too am excited to see how people…

Can you take a screenshot of your rules in automation?

Hey @Millie Crawford Yes it is still the case, nothing has changed since this thread started. Images attachments will come through in the email, but other types will require the user to sign in. Could this be what is happening for your users? It is a feature we are working, and is something we want to get right because we…

Hey @Rhia Rodriguez I am not sure I understand what you mean by 8:01 am template? If its a matter of hitting a more specific time, you should be able to use the above suggestion, but using minutes e.g. startOfWeek("+481m") If you looking for a way to assign different people once it goes past a particular time of the day?…

Hey @Matt Harford, It might make more sense at this point to have a chat about your scenario. If you are open to it, please book a slot in my calendar. Cheers, Ben.

@georgios.papaioannou The answer suggested by @Deepanshu Natani is currently your best option. We are currently working on single project migrations from Server/DC Sites, which will be available around May. We will later be making that available for Cloud sites. Another workaround, which is a bit of pain, but you can…

Can you help me understand what sharing capability you would want, while denying visibility?

Hey Egan, Sorry I missed your reply here. This very well could be the source of your problem. We are looking into supporting multiple inboxes, which might help with your forwarding issue (e.g. linking multiple addresses). But the forwarding should not be as big of a problem if an inbox connected. I am interested to see how…

I just had a look back on this, you need the middle option for Customer Sharing. After you select it, it will provide information which confirms the behaviour you desire.

Totally understand. * There is no reason why you couldn't change it up. So have a status that represents it being check, then the automation could move it to resolved. * What I have proposed should be cyclical. When the automation moves it to resolved, the SLA will start trigger will fire again, restarting the SLA. Then…

Hey Alex, Seems like you are using Jira Server and work and Cloud at home. The two products are slightly different. Automation for Jira is included with Cloud, but is an add-on for Server. You can install it from the…

Hey Alex, I suggest trying the new automation engine (Automation for Jira). I have included a screenshot to give you an idea how I would go about the requirements you have specified I hope that helps, Cheers, Ben.

Hey Jovin, I think the feature you are looking for does not exist. It would be great to hear about how this feature is important to your organisation in a features request over here https://jira.atlassian.com/secure/Dashboard.jspa Cheers, Ben.

This depends on if those users have accounts or are allowed to create accounts. In the above screenshot, you need to have project access set to Anyone on the web.

Thanks for confirming. Currently we do not have outgoing logs, but it is something we are reviewing and it would be great to get your vote on this ticket https://jira.atlassian.com/browse/JSDCLOUD-4698 I assume you have had the users check this spam folders. Is the a particular notification type which is failing? Are the…

Hey Danna, Maybe you could add an additional step to your workflow that represents a waiting state. Then use automation for when an issues is moved to resolved to move it to waiting. Then your SLA could be setup to start when an issue is created or enters waiting, and stops when it’s resolved. It would have a single goal…

Hey Jonathan, Quick clarifying question. Are you using the in built email address for notifications, or are you using a custom address? Let me know, Ben.

Oh, I understand better now. You can create request types that are hidden from the portal. So customers who use the portal to raise issues cannot access them, but Agents with access to the service desk in Jira can create them using the Create button.

Hey Dan, Your best approach would be creating two projects. One that contains the request types that should be visible to all users. The other should contains the request types that need to have limited access. The first project can have open access (either public sign up, or anyone who has access to your site). The second…

Hey Corinne, I would love to hear from other customers how they approach this situation. From a product perspective, creating a new ticket in the escalated teams project, then using issue links to connect the two issues together is a good approach. Depending on the purpose of your service desk you might handle the original…

Hey Michael, We have two access models for Service Desks. The first is centred around the Help Portal, and is designed to support an organisation with its internal support. Projects are open, and customers are free to navigate from service desk to service desk based on their needs. The second is centred around a single or…

Thanks for sharing your feedback. For multiple accounts, it is not a great solution, but If you have customer accounts for each alias a user emails you with, and those accounts are a part of the same organisation, and automatic organisation sharing is enabled, you should be able to avoid duplicates. But I can certainly…

Hey Alexander, If I understand correctly you are trying to take a value provided by a customer in a custom field, and add that to the available values in another custom field. If this is the case, unfortunately it is not possible to make configuration changes (e.g. modify custom fields), via automation. Using Labels on a…

Hey Leonardo, You would need to have a different SLA for each team. Each SLA would have to have a start time which represents when its respective team is working on it. A workflow with statuses which represent teams would be a good approach, then each SLA could track when it was in the matching status. I hope this helps,…