Benjamin Paton_yibbj0 Atlassian Team

Hey Michael, It is not possible to restrict access like this today. Your best approach is to allow public sign up, and make 1 project available to all (this project might even contains a request type for access to other projects). Then keep the other projects restricted to Customers added by Agents/Admins, and have your…

Thanks for the feedback. I will make sure it gets to the right people.

Hey Matt, Currently this is not possible short of having multiple free customer accounts for a user. It is something we are evaluating, and are keen to learn more about how this is impacting your organisation. Would you mind voting and sharing your feedback here https://jira.atlassian.com/browse/ID-240 Thanks, Ben.

Hey there, Not yet. But we would love to hear how you would see this working. Cheers, Ben.

Hey Rodriguez, You could use Automation. When an issue is transitioned to resolved, you could add a comment that contains the resolution as a public comment. Let me know if you need more help setting it up. Cheers, Ben.

Hey Tomislav, This is not something that is possible, the closest I can think of would be to create an automation that notifies you when a customer raises their first ticket. I would love to learn more about why you want to know when a user has completed their account setup. Cheers, Ben

This will restrict visibility to a specific group. With nothing in this field the Customer Portal will be visible to all users. Your users that have access to the above screen, will see Service Desks that they have viewed if they are agents, but if they are customers they will only see the Customer Portal link in that…

Ok, can you step through exactly what is happening. When the customer emails the service desk, is an issue created? If so, when an Agent comments on the issue, does the customer receive a notification? In both cases, have you check the email logs (Project settings > Email requests > View logs).

Hey Egan, Yes, OAuth is support for GSuite and O365, with OAuth 2.0 support coming shortly. Alternatively you can use IMAP or POP3 to connect to custom inboxes, although the latter should be a last resort. This is the recommended approach, and should resolve the issues you are having. Without having hands on your instance…

If the emails are reaching the inbox, and JSM, is able to create tickets from other emails that are received, then there must be a reason why these users emails are not being picked up (especially if they are not failing in the logs). My thought is that the users who are experiencing the issue are not registered users, and…

Ola larissa, Por favor, me perdoe, eu não falo português, mas estou usando o Google Translate para ler e responder. Parece que seu fluxo de trabalho não tem transições fora do status que você adicionou. Você terá que editar o fluxo de trabalho para garantir que seu novo status tenha uma transição para qualquer outro status…

Hey Karen, Can you tell me more about how this SLA works? Based on what you have said, it seems like your best option is to have a status which pauses the SLA, and an automation that transitions it back into a status which starts it again after a set period of time. Let me know, Cheers, Ben.

Hey Benji, I understand now. This view is the Agent side of Jira Service Management, so the people using that menu will be your Service Desk Agents. That menu like the other menus are personalised to each user. For your customers, you want to direct them to use your Help Portal or Email to raise issues in your service…

Hey Bjorn, Is it possible that you are using a custom inbox for your service desk that is somehow related to the address you are sending from to create tickets (e.g. on the same mailing list)? If so the automated reply from JSM confirming the ticket might be triggering a new issue to be created. I hope this helps, Cheers,…

Hey Benji, I am not sure I understand your question. Where are you looking to have a default? Email, Help Portal, or in Jira itself? Let me know, Ben.

Hey Egan, With a configuration like this, there is some variability that can happen based on who the sender is, and how the message was sent (e.g. forwarding). Rather than including the Atlassian email address in your email group, have you tried setting your project up to read directly from your email inbox? This is our…

Hey there, This is how Jira Service Management works. Assuming both emailing parties are registered users with appropriate permissions to access a project, then replies to notifications will be converted into comments on the ticket. Are you having problems getting this to work? Cheers, Ben.

Ola Bruno, Desculpe, não falo português, mas estou usando o Google Traslate para ler e responder. Não temos um chatbot nativo para JSM. Se você está usando o Slack ou Teams we have Halp with pode ser algo do seu interesse. https://halp.com/ Caso contrário, é melhor procurar em nosso mercado uma solução apropriada para…

Hey Daan, I am not familiar with the Organisations Pro plugin, but I would suggest double checking her permissions, and ensure that they is allowed to raise issues in the project. I would also check that she is sending from the same email address that you have on her account and not an alias. I hope this helps Cheers, Ben.

Hey Alex, This is a limitation of the notification handler for workflow transitions. As you suggested, adding a comment independent of the transition is the best workaround for now. You might have some options with automation to help manage the workflow transition (e.g. when a public comment is left, it can move to the…

Hey Pre, When you create a Customer Account, by default the user should get an email to setup their account. Although it is possible to suppress this notification. You should check your Customer Notification settings. In this particular case, your customer will be able to reset their password via the “Forgot password” link…

Hey Dan, You have a few options here, and which one you choose depends on how you are using the internal side of your help portal. You can set the global setting for your portal to allow requests without logging in. This will allow your external customers to come straight to a form. Then for any external project you you…

Hey Daan, You can change which request type is generated by email request. Go to Project Admin > Email requests, then click on the ellipsis menu (meatballs in the top right) and select Configure email request type. You will now be able to choose the most appropriate request type for your inbound email requests. I hope this…

Hey Vladimir, You can remove certain fields from the issue view screen, which still mean they are not there for the Agent to edit. It is tricky with the two fields you have suggested as they are system fields. If you remove the summary from the screen it will still appear, but not be editable. Request type cannot be…

I am glad you got it sorted 😀

You could add `AND createdDate > startOfWeek("+1") AND createdDate < endOfWeek("-1")` I think that should work.

Hey Amanne, When a customer is converted to an Atlassian account, by default they are given Site access, which consumes a license. You can manually remote their site access via user management, and they will still be able to be a customer. If you are at your user limit this is an unfortunate limitation that currently…

Hey Austin, Thanks for reaching out. You suggestion of using Opsgenie scheduling is a good one. It is something that has been discussed, but we would love to hear more about how this might work (feel free to raise a ticket over here -> https://jira.atlassian.com/projects/JSDCLOUD/summary) Today, my best recommendation is…

Are your permissions restricting who is able to assign the issue? You are both report and assignee of the top ticket, which might be granting you additional permissions. You are neither on the bottom ticket, and that might be restricting you?

Hey Shawn, Glad you are evaluating Jira Service Management. Looking at your process, it seems like you want to use Organisations inside of JSM. An organisation is a group of Customers. When you create a request, you can add an Organisation to this ticket. You could setup an automation that would notify the members of that…