Michael Hodgson_z7wss7 Specialist

Hi Paul, In regards to your "customers" are they unlicensed users you've added to a service desk project? or are they licensed users/agents? I'm not sure about your actual settings set up but one thing I would check, is that under your Jira service management projects - if you go to Project Settings > Customer permissions…

Hi Piotr, Welcome! I'd just like to get some clarification on your scenario, use case, and end goal if possible, please? Is your intention, in using the labels to "restrict" only certain article content to particular organizations and/or projects? Or are you hoping that only these articles will display when you use the…

Hi Sue, That would be useful for sure, however, I'm not aware of a way you can get that specific "instructions" section to be added on the issue view, as to my knowledge it's not a "field" as such. You could, however, create a similar custom field yourself that may work how you want it, potentially using something like the…

Hi Nick, Performing a few additional checks, I can confirm that even on resolve and no acknowledgement from either Opsgenie or N-Central side, the "resolve" is coming in as an "acknowledgement alert" regardless The logs, are similar to what I've sent previously. This is from the opsgenie logs and Raw format. This is the…

Thanks Nick, so I've performed a few tests today and if I'm reading your screenshot correctly, the close alert should trigger when: - New state = Normal - Acknowledgement = Empty If this is the criteria, the latest example I have tested matched this. Scenario: - Alert had been triggered from N-Central - The alert was not…

Hi Nick, Thanks for this - I appreciate your comments and understand what you've mentioned above. However, just on the "advanced tab" - as we are using Opsgenie as part of Jira service management standard, this isn't something available to us right now. Based on the article I attached in my original post I was under the…

Hi Tyler, Welcome! Might be something unrelated and a long shot, but always worth ruling out if you haven't already - within the service portal, have they accidentally turned off the "notifications" by chance?

Hi Timothy, Depending on your permission, you'll need access to the https://admin.atlassian.com/ site if you don't have it already. If you navigate to the User management section Navigate to the section of Jira service management - this will bring up all of your "portal customers" i.e. those you have invited (or have…

Hi @Sampath Thanks for the additional information. However, I have another question - I appreciate you are trying to assign the region and location on creation - but how are you defining what tickets are per region? I can see you have the issue fields condition as above - but can I ask what the rest of the rule and/or…

Ignore I didn't reply :)

Hi Mr Lee I'm not aware of setting a default assignee per "request type" specifically, although I understand you can do this via post-functions through the workflow, but I can see this wouldn't work in your case as you have the issue type all the same as "service request". You have a few options really: - Through Jira…

Hi Jiten Can you clarify your rule trigger, please? and a bit more information on your rule itself. Assuming this is based on "value changes for story points" or something similar? E.g. if the rule is triggered for a specific field update - removing something like a story from an epic, isn't a specific "field update" so…

Hi Fran, Just to clarify, are you looking to remove the "portal-only" roles, or a users account who has access to the Jira portals as a "customer"? 

Hi Lakshmi, Just to clarify on your current field for "Office Location", I believe this looks to be set up as a text field? In which case you may be fairly limited using that particular "issue fields condition" as I believe it may require/expect a value and not multiple values. Is this a new field you're looking to use or…

Hi Mela, I'd just like to clarify initially on your current set up if possible, please? - For your internal/external clients - do they access the customer portal in the same way? i.e. do they access the customer portal/help center link? - How are they currently set up - in terms of an account, are they simply added as Jira…

Hi Patel, Are you able to share a bit more information about how you are currently viewing things, and clarify on the "main screen" please? Are you looking at this through a queue, filter or dashboard for example? and assuming based on this that it's just one Jira project and not multiple? Additionally - to clarify, your…

Hi Heather, I'd just like to clarify a few things if possible, please? - How are the partners given access to the portal? (i.e. added or sign up) - Assuming as of now, if a partner logs in they can see all projects and all request types? In my experience - we have multiple service desks available (10+) and varying clients…

Hi @Amit Goswami in our case, we had to contact Atlassian support - (Support.atlassian.com) - apparently the users mail ID had been added to a "suppression list" and receiving a '550 error' - which usually means the is either not available or unreachable, or there are potential firewall/mail rules blocking the email. The…

Hi Marc, Thanks for the detailed question. All of the above is doable yes. For example, I currently run around 10 different service desk projects, some that certain clients only see the one service desk, other clients may be members of two or three different service desks depending what we support for them. You would have…

No worries, glad you managed to sort it! 👍 I would say that the "Automation" gives you a bit more freedom to customise your "if"/"and"/"or" in granular detail and I tend to prefer this way now, I used to use the now Legacy as my 'go to'. In your case here, to achieve this particular outcome in this scenario - either/or is…

Hi Scott, If I have understood this correctly, you want the issue reporter to comment public to the client and it change to in progress? just not on internal notes? If so, you should just need to add additional criteria into your automation workflow, on the "If" Something like this: [This is an additional If condition of,…

Hi, The first screenshot that you have for the Dashboard the "created vs resolved" is what I actually use for a "created vs done" for the entire year across all of our projects using a filter across all of our JSM. What I've found in previous cases when we've had something similar - is actually the filter itself. We had…

So the project role of "Service Desk Customers" is assigned to the browse projects permission, which will probably get you what you need depending on the scenario but probably isn't the best. Do you have the option for a portal access permission, i.e. when you go into the "grant permission" on the Project Settings >…

Hi Ravi, Are you looking to disable the Welcome email notification completely? or just for those users who are copied into emails? You should be able to modify your customer notifications for that service desk - under: Project Settings > Customer Notifications It's likely the "customer invited" notification, and you can…

Hi, I've not used the plugin personally - but Jira (cloud at least) offers this for the IT service management side as a "built-in" recommended automation rule. So, as an issue is raised, it has JQL that auto assigns on balanced workload which sounds like what you're after? You can either use the built-in as is, or add…

Hi Raoul, I may be misunderstanding here, and I'm unsure if this is the insight asset & configuration or Admin insights you're referring to, but if so I believe they are available only through the Premium plan (at least as it stands at the minute). https://www.atlassian.com/software/jira/pricing…

Hi Tori, You may have already checked, but do you have any automation rules running that may have picked this up? Potentially on certain criteria for this particular user/organisation, or criteria, that they are using specifically when raising the ticket? I'd be interested to see, if you can see the ticket history - does…