Alexey_gudeo1 Rising Star

Well, I have 21 JSM projects (and growing) and the Global automation limit for me is 500 + 500 monthly. Since it's a nightmare to manage rules in each project I mostly optimize the automation to reduce waste and keep it working within a global limit. It might sound dreadful, but limited resources boosting my creative side…

@Nic Brough -Adaptavist-thanks for the tips, meanwhile, how to enable the option seen on a screen in my original post?

One person mistakenly closed a task with the status Declined and the resolution 'won't do'. The supervisor after a review of closed tasks decided to change the resolution to 'Not a bug'. In order to do that, he needs to: 1. re-open the task to clear resolution and put it to Incoming 2. then move it through a couple of…

Actually, those pointless status roundabouts to change resolution corrupts my data because we count how many times a task was on each step. Thanks for the warning, but my question remains the same.

Why if any status can have any resolution? How that can corrupt data? Because people tend to do I mistakes and select incorrect resolutions. We have complicated workflows, so in order to change the resolution, you need to bounce tasks over 5-6 statuses, sometimes including CAB and at least 2 confirmations from request…

Hey, since we do software and sell it as a white label solution (banking and fintech products), we use Jise Service Desk: 1 Client = 1 organization = 1 project. This allows us to maintain SLAs, easily pass clients between agents and control access to tickets and knowledge base. For internal task tracking, we have several…

You can always verify a specific group/page by copy the link and paste it into your browser's 'private mode' i.e. without login credentials.

Thanks for the info!

My teacher always said 'correctly formulated question instantly brings you halfway to the answer' Most of my questions here are answered by myself :) Usually, while trying to explain your problem to someone else, you find a way to solve it.

Oh, and we have special meetings, where anyone can share their know-how or discoveries like 'Did know that you can click on a status anywhere and change it w/o going to Kanban board or opening a ticket'. We have a few people in our team who constantly working as explorers, they like to teach other members with cool new…

Hey, learning 80% of the atlassian functionality roughly takes 20% of effort thanks to the usage of standard UI elements, common sense and logic. So we decided to write small internal guidelines and open a 'sandbox' mirror projects of every product which we use (with the same issue types, automations, workflows, and all…

@Jonas Börnickewell, Jira just not rendering the whole thing. Since you cant move arrows like is MS Visio to make them clearly visible to everyone, to avoid bunch of arrows stacking one on another I decided to use 'All' and tackle it with triggers and conditions. For instance, Incoming's All works only if previous/current…

One core complex workflow as a baseline, all others are simple versions of it (usually removed unnecessary statuses for a specific project, process or issue type) for Jira software and Service management. I try to reuse same pool of statuses (same goes for resolutions, issue types, custom fields) everywhere, so every…

Check or contact each app vendor, some of them got a 'hide' option. Out of 5 apps I managed to hide 3 =)

@Dirk Ronsmansfo after hours of research case is solved thanks to Simon from Atlassian support assistance! There is a bunch of bugs or limitations, here are the main takeaways: - SLA 'Comment for: Customers' not working when an agent is considered as 'client' (e.i. he/she is a reporter and/or request participant and/or…

@Mehmet A _Bloompeak_Thanks a lot, I like then the company makes Free limited version, that makes much easier to learn and make a decision. 30 days trial not always enough for all stakeholders. Kudos for Demo link!

@[deleted]gladly, next-gen have little to no customization. That was the reason i moved my 1st created project to Classic. Generally speaking, next-gen project is a Trello with some bells and whistles. I think many people fall into this trap and hence the Atlassian decided to change the names.

I have bad news for you, there is no 'convert' button or something. You just make a completely new Classic project and then bulk move all tasks. No big problem just takes about 30 min to complete, depending on status and issue type count.

Someone: Hey, I need an X, is it possible to do in Jira? Me: Hmm seems basic, pretty sure it's doable. Someone: Alright, I'll drop you a ticket for that. Me: Sure, I'll do a research and see what I can do about it. Hours later... Me: Damn, it looked so generic, it's like air to breathe, yet Jira does not offer this…

@Dirk Ronsmanscontacted the support. Meanwhile, if you said that any condition from the list will STOP the timer, then none of them are working, including 'Comment: for customers'. Oddly, but some JSM projects work fine and finish the timer as conditions are met. All projects were cloned from one, including an SLA.

@Dirk Ronsmansthanks for the fast reply! Interesting, so any single condition from the list might stop the timer and I've set it correctly. Nice tip about multi-cycle SLA, I might use it later somewhere, but my start condition is 'Issue Created', so I believe there is no way to trigger it again for the same request. I just…

I do, most of them dated 2014-2018, related to Server or deprecated, not sure if new kanban board with 'dots' indicators were available at that moment. So I decided to ask for 2021 solution. I failed to find anything in regards to automation. Something like creating custom fields for each status and run CRON hourly to add…

Not very useful for our team. Reason: The main work items in a roadmap are epics. But unlike 'parent + subtasks' which track cumulative time stats (original estimate, remaining, logged) epics don't collect that data, thus not showing any data related to actual time/calendar dates. You cant see if the task went outside the…

@Kristin LyonsOh, i thought it might be something where you can add your comment. But in your scenario automation will just annoy everyone, including those, who add a clarification comment before priority change.

@Kristin Lyons I think that would be awesome, could you plz share the algorithm or hint on how to call such event?

After hours of battling with URLs I found a way! * Open any article on the client's portal you want to share * Remove the parameter 'portal/id/' from the link. Alternately * Open any confluence page you want to share * Copy article's number (ID) * Add it to the link and replace XXXXX with your number…

Well, in many places website do redirects and checks, for instance, if you send a link to https://company.atlassian.net/servicedesk then the user will be redirected to his/her portal and the link will change. And even confluence pages have a redirect too, for example, if you have a link to another article, the links looks…

Hey @Roy Urbina This works for both free and standard plans: * Click on a cog icon in the top right corner and there from a drop-down menu select User management * Verify that all 7 users are present in a list. * From there, you can click on each individual user and check permissions (sliders Access to the site and Jira…

I see, well, since we have 1 project = 1 client = 1 agent scenario, we use Automatic assignee, so fewer automation rules needed. So you don't re-assign ongoing tasks to the new agent, just keep him informed via automation about any updates where the assigned person who left on vacation? Thanks for sharing that info!

Oh boi, 30 min won't be sufficient ;)