Jehan Gonsalkorale Atlassian Team

Hi all, quick update on the Jira Service Management (cloud) side. We heard your feedback that the new default comment behaviour (where comments were "Reply to customer" by default) was disruptive for many of you. We heard many reports that this comment was often used to close the loop with the end user and this led to many…

Hi @George G , thanks for the comment. The title refers to a setting in Jira Service Management but doesn't specify whether this is at the transition, project or instance level. Sorry if that wasn't clear. I have received feedback that many customers would like this toggle to exist at the project level, which is very…

Hi all, Final update here to close the loop. There have been some good suggestions here (thanks @Mikel Whipple , @Trevan Householder_Isos-Tech-Consulting_ @Phil M , @Marcell Bendik and @Dirk Ronsmans and on Community asking for some further improvements. I've created two JAC tickets so people can vote so we get a sense of…

Thanks @Dirk Ronsmans! Appreciate the kind words. Very happy to help here! We won't be able to do this at a screen level as that would be a much larger piece of work, but we are looking at whether we can also do this for the issue view as well. I'll keep you posted on that! 

Thanks @Rick Westbrock , always a pleasure! And I understand where you're coming from @Susan Hauth _Jira Queen_. The team spoke to a combination of partners and customers and received feedback that this was a preferred default, which led to the decision to push this change out. The reasoning from these customers and…

Hi @Susan Hauth _Jira Queen_ ! We are working on a toggle in product settings where you can set the default for your instance. In the meantime, there is an EAP to have us change the default for you (click on this link to sign up for…

Hi all, After reviewing the feedback here and on JAC, we will be building a global setting for transition screen comments next quarter which we will aim to deliver either by the end of the financial year or soon afterwards. To everyone who provided feedback, thank you for taking the time. We reviewed every piece of…

Glad to hear it worked! I know the feeling, I always steal good ideas from StackOverflow :) 

Thanks for this @Dan Breyen absolutely understand where you're coming from. We don't have any immediate solutions for this but I'll flag it with the team. In the meantime, there is a workaround for automation (that I imagine you are already across but worth sharing in any case) which can be found…

Not a problem at all, Gerson! Happy to help :) 

Always good to hear from you, Sam! 

Hey Rick! Good to hear from you! I won't lie, you and Kevin certainly gave me plenty of inspiration and set the bar high! Glad you liked it, I'm now keen to see what you use assets for next! Let me know :) J

Hi @Dan Breyen Thanks for taking the time to ask this question. What smart values would you be looking for in automation and canned responses? We’d love to understand more about your use case. Thanks, Jehan

Hi Andy, Thanks for taking the time to ask this question. We are very much aware of this need and are reviewing this as something we have every intention of doing in future. While we don’t have any immediate plans to implement this, we have escalated this and will review it. Sorry I can’t make any promises at this point…

Hi @Gerson Prieto Great question! If I’m understanding correctly, it sounds like you are talking about the new workflow editor and the new transition screen experience? If so, it could be that you have some features enabled that we don’t yet support. We are working on it, so this discrepancy should be fixed in due course.…

Hi @Stephen_Lugton We are aware that there is a gap with forms where the form fields are not available in automation and can’t be leveraged in other Jira tickets. We are looking into this but, in the meantime, we recommend you use linked Jira fields for the form fields you want to use in other issues. So, the workaround…

Hahah! I have far too many guitars! I think the total number is: * Four electric guitars * Three acoustics * One bass * One electronic piano * One drum kit I don't get to play them as much as I'd like to but I am in a little band these days. :)

Great to see you found it useful! If you have any questions, just post them as a response here and otherwise we can book some time to help you. :) 

Totally agree! It's all about making sure customers have a great user experience. If you design things with that in mind, everything else falls into place!

Love this, @Vladislav , sounds like you have loads of experience (and patience!). I'd love to hear more about the things that you have to repeatedly explain to customers. What does that look like? 

Love this! What's your favourite feature in JSM? 

Hi Dawn, I'd generally recommend the "Analytics service desk" template (company-managed is usually most appropriate, but if you use team-managed service desks, this is a great option too) and then you can customise it based on your needs. I'd add any custom fields that will help the team get the information they need to…

Hi Dawn! I was going to comment, but you've got a perfect response from @Mikael Sandberg ! Definitely start with our templates and please let us know if there is any way we can make them more useful for you. Thanks, Jehan Product Manager, Jira Service Management

Thanks @Rafa , I can confirm your answer is correct. Thanks for replying, I should have circled back earlier. Hope you're having a great day, Jehan Gonsalkorale Product Manager, Jira Service Management

@Admin Thanks for flagging that. We'll be looking into that in the coming year. 

Hi @William Wilson , I think the original question was resolved, but you raise a good point. I'll share this with the team. Best regards, Jehan

Hi @Erki Tammik , thanks for your comment. I absolutely understand where you're coming from. Unfortunately, that feature would be much harder to build, which is why it's not a feasible solution It is definitely what many users would prefer but would require that we fundamentally change Jira and this would literally take us…

Hi @Alex Koxaras -Relational- , thanks for the questions! This is only planned for company managed service projects (for now) but we will definitely consider releasing them for team-managed service projects as well. I'd love to get your feedback regarding the new workflow experience. The whole point of this early access…

Hi @Dave Mathijs , that's a very good question. The answers to your questions are no on both counts. When you change the workflow of one request type, we will prompt you to create a new issue type that will map to the new workflow. No other request types will be affected. It is no different than: * Creating a new workflow…

Hi @Sebastian Irle, we are working on this as a priority so hope to release it in the coming weeks. We encountered some unexpected complications that have caused delays but these are being resolved by the team. I am hoping we see this released late this month or early next month. I'll provide an update once it is released.…