Kris Dewachter Community Champion

Hi @Michael.Gaskin , Atlassian generally advises Service Desk tickets to be created via the portal, and not the backoffice. This is one of the reasons why. That's also why the blue warning message is there. I don't think there is any way to prevent tickets to be created in the backoffice (unless disabling it from the…

Hi @Marcel Diskowski , I found this older community post describing the same issue that you are experiencing . https://community.atlassian.com/t5/Jira-Software-questions/JQL-filter-for-quot-custom-field-is-not-EMPTY-quot-returns-some/qaq-p/1271859 It was reported as a bug in tickets *…

Hi @Marcel Diskowski , What type of Asset custom field is it (text, select list, object, ...) ? Can you share the configuration ? The 6 tickets are all part of the same project / issue type ? Best regards, Kris

Hi @Marcel Diskowski , Welcome to the Community. It's possible that the custom field for the 2 missing issues has some invisible value, or had a value at some point, and that value has since been deleted. Do these 2 issues show up when you use ? "CustomField" is not EMPTY Best regards, Kris

Hi @Caleb Park , When importing a Google Sheet in Eazybi, you can first select the file you want to import, and then the sheet from the file. I've not tried it for a excel file yet, but looking at the documentation, it seems you can only import from the first sheet. Best regards, Kris

Hi @Jorden Minos , Welcome to the community. If a field is added to the request type form (so visible in the portal for the customer), it will always appear in the "details" section. Please also beware that the order of the fields can be set differently for each request type. So make sure you compare the issue with the…

Hi, I don't think so. JSON works in the same way as csv. Best regards, Kris

Hi @Lim Xin Yen , Welcome to the community. What exactly do you mean with "Dependent Dropdown" ? Are you talking about issue links ? Best regards, Kris

Hi @Johannes Nyberg , I don't think you can do that with the csv import. If you supply the asset in the csv file, it will be updated. Unless you filter it out with the AQL like you already mentioned. Best regards, Kris

Hi @Vismara Paolo , Unfortunately, a "Service Management" board can not handle multiple projects like a "Jira Software" board can. Best regards, Kris

Hi @Raja Azmar , Welcome to the community. I'm curious to know why you want to use an automation rule to replace the default "issue link" functionality. Especially since the links are happening between issues on the same instance. What url will you be posting in the custom field? The url to the Jira ticket? As far as i can…

Hi @Nahuel Logghe , You are right, the customer notifications can not handle smart values. As a workaround, you could disable the specific customer notification, and create an automation rule that will handle sending the email. The action in the automation rule would look something like this: Best regards, Kris

Hi @Kristian Klima , That's a funny coincidence ;-) Br, Kris

Hi @Nahuel Logghe , ${recipient.name} will just return 1 name (of the person to who the message is directed). I don't think there is a smart value to list all the recipients. In the portal, the people involved are mostly the reporter and the request participants. You could use this smart value to retrieve those :…

Hi @ldavis2 , Welcome to the community. As far as I know, there is no way to interfere in the behaviour of the date picker. There is also no possibility in the Request form to check on date values. I guess you could do some validation in an automation rule, but that only is possible after the ticket is created. Best…

Hi @Steve Hyde , I guess your best chance is to create an "Advanced Branch" in your automation rule to loop over the comments, and select the most recent external one. I guess the comments will be sorted in a specific order (newest or oldest first). Best regards, Kris

Hi @Caroline SCENI , I don't think it is possible to implement what you describe. For a customer, I implemented the following scenario. * I added an Excel file to the Confluence Knowledge base * In the form, I added a link to this Excel file * The customer is able to download the form, fill it, and add it as an attachment…

To be honest .... I don't know if the change of email address has an effect on the import process. If so, I would expect a message in de logs

Hi @Jovita Moguleviciute , If you don't find the email in the logs, then i presume the reply did not reach the mailbox. Can you double check somehow to which email address the reply was sent. If an email was received, but could not be connected to an existing ticket, i presume a new ticket would be created, or a FAILED…

Hi @Ritika Abhichandani , Welcome to the Community. Where do you want to create this table in the portal ? In a request type ? In a form ? On a Knowledge base Confluence page ? If I understand your case correctly, I don't think there is a way out-of-the box to implement this. Best regards, Kris

Hi @Els Bassant , I've never seen an option to enable/disable the QR codes. There was a feature request for server for this, but I don't think it will be implemented anymore. I could not find a feature request for DC but i presume there is also no option to disable. https://jira.atlassian.com/browse/JSDSERVER-11160 Best…

Hi @Jovita Moguleviciute , Is your email channel active ? Is the email address mentioned here the same as the email address that is used to sent out the emails ? Did you check the logging of the email channel ? What do you mean when you say you changed the reporter after ticket creation ? Why do you do that ? Best regards,…

Hi @Federico Bastianelli , Yes, assets can be used in Jira Software tickets. But i presume they will not be able to maintain the assets themselves. Best regards, Kris

Hi @Santhosh Raj You can not partially accept or reject a single ticket for 10 members if some of them are not hired. Maybe you can create 10 sub-tasks under the main ticket. But then again .... that is still an individual ticket per member. Or maybe you can add 2 custom fields to the ticket ? * Number of members rejected…

Hi @Santhosh Raj , I presume you have a separate Jira ticket for each of the 10 members ? If so, each ticket can be rejected or approved separately and you can report on it. Best regards, Kris

Hi @dimas seno , Yes, you can use text formatting. See the documentation here https://jira.atlassian.com/secure/WikiRendererHelpAction.jspa?section=all Best regards, Kris

Hi @Federico Bastianelli , Welcome to the community. Jira Service Management uses a different licensing model than Jira Software. Jira Service Management uses the number of "Agents" to determine the licensing cost. Jira Software users are able to see the tickets in the JSM projects, but they will not be able to perform the…

Hi @Santhosh Raj , The approval process exists in the workflow. So you need to have an existing ticket to have an approval process in the first place. Best practice would be to automatically close the ticket if the approval is declined. Best regards, Kris

Hi @Gerrald Stephen , Welcome to the Community. Are you actually using a "Form" in your Request Type ? If so, the easiest way would be to create a new custom field (ex. "Setup new equipment"), and add this to the form. Then, you can create a automation rule that uses the "Field Value Changed" trigger on this new field. And…

Hi @achapman , On second look ... the email looks like somebody would get that is invited as an agent. Can you double check if your 'Customer' doesn't have 'agent' access rights, or any other rights beside 'customer' ? Best regards, Kris