Kris Dewachter Community Champion

Hi Tom, Unfortunately, this is not possible. There is a feature request to make this possible : JSDCLOUD-6989 Best regards, Kris

Hi @Heather Weatherholt , As mentioned, you could implement a automation rule that acts on the creation of an object in the object schema, that gets the created object, and fills the name of the object with the combination of other attributes. It would look something like this : * Trigger : When object is created in the…

Hi @Cristina - Elena Andrei , Do you need to minimal permissions for a "Customer", or an "Agent". And what exactly do you mean with "Minimal" permissions. I guess the actual minimum would be the "Browse projects", but that's not really usefull i guess. BR, Kris

Hi @Heather Weatherholt , If you want to standardize some values, I suggest you create different object types for these values. Ex. Object Type "Brand", which you can fill with objects like "Lenovo", "Apple", "Acer", ... and another object Type for "Model" which you can fill with objects like "MacBook", "Thinkpad Gen 10".…

Hi @Apichai Poempool , Unfortunately, it's not possible to display custom fields in the portal. Best regards, Kris

Hi @Patricia Nora , This is currently not possible by default. There is a open request for this functionality https://jira.atlassian.com/browse/JRACLOUD-40049 Best regards, Kris

Hi @36 Swati Patil , We will need some more information to help you with this. Can you post how the SLA has been configured ? Best regards, Kris

@Maria Elena Carbonari, You can ask the jira-administrator to change the ownership of the saved filter that is used on the board. Settings --> System --> Shared Items --> Filters

Hi @Maria Elena Carbonari , Is there a "Saved Filter" selected in the "General and filter" section. The "Filter query" field reflects the value of that saved filter. If you click "Edit filter query" you should be able to change the filter. Best regards, Kris

Hi @Heather Weatherholt , You could probably achieve this with an automation rule that collects the information and updates the asset. But personally, I would try to avoid copying information from 1 asset object to another object. You are basically duplicating information. I would create a 'User' object with all the…

Hi @Brandon Torres Romero , In project A, navigate to 'Project Settings' --> 'People'. Find the customer in the list and remove the 'Service Desk Customer' role from that profile. That will remove the users access from Project A but keep it's profile. Best regards, Kris

Hi @Heather Marquez , nice to hear this fixed the issue. Feel free to click the green 'Accept Answer' button to help other community users find this solution.

Hi @Heather Marquez , Project Administrator permissions are set in the JSM project, and not the "Product Access" In the JSM project, navigate to 'Settings' and then 'People'. Make sure your account is listed there and has the 'Administrator' role. Best regards, Kris

Hi @Ben Weisman , It's possible to setup different 'Contexts' for a custom field. And each context can have a different default value. Unfortunately, it's not possible to setup multiple contexts (one context per issue type) for a single project. So this will not help you in this case. Br, Kris

Hi @Heather Marquez , The documentation mentions this : Availability - Only project admins can set availability while creating a canned response. Select Personal if you want to make your response available to yourself only. To create a response that all the agents in your service project can use while replying to…

Hi @Spartans , By default, there are no options to change the notifications based on issue type. If you want additional notifications, you can create them via automation rules. But that will probably mean you will have to rebuild all the customer notifications. Maybe there is an app in the marketplace that allows…

@Vera Valshonok, the other fields are displaying correctly (Key, Site Name, Summary) ?

Hi @Vera Valshonok , The first step in the automation is to use a "lookup issues" action. Inside the "lookup issues" configuration, add the JQL query you need. Second step is to send a simple email with the following in the body of the email: {{#lookupIssues}} <a>{{key}} {{Warranty End Date}} {{Site Name}} {{summary}}</a>…

Hi @Vera Valshonok , Is the "Warranty End Date" stored on issue level ? Is it the same for all issues in the list ? Br, Kris

Hi @Davide Cioranu , I think you have multiple options for categorization: * Components : You can create your own fixed set of components via project settings --> components. The advantages are that the user can assign one or more components via a fixed list. Components can also be used to assign a default user to an issue…

Hi @Santhoshraj Selvaraj , It depends on how simple or complex you want to make this. To make it simple ... let's say you automatically created a JWM ticket with an automation rule, and you linked both ticket with a 'implements' relation. In JWM you can create an automation rule that is triggered whenever a ticket is…

Hi @Simon Matthews , As far as I know, there is no JQL function to exclude non-working days, or refer to an SLA calendar. I found an article however that explains how you can build an SQL that excludes weekends. If this is not sufficient for you, the alternative could be to setup an actual SLA in your Jira Service…

I see the property 'opsbar-sequence' has been set on the transition. I wonder if that might have an impact. Does it help when you remove that property ?

This would be a great feature. Would it also be possible to link the customers to a usergroup while importing ?

Hi @Paul Krueger , are there any conditions applied to the workflow transition ? Those might prevent the transition being visible. Best regards, Kris

Hi @Santhoshraj Selvaraj , It's not possible for customers to see issues from non JSM project in the portal. So unless they have a JWM license, they won't be able to see those issues. You could maybe create an automation rule in the JWM project that adds a public comment to the JSM ticket, each time the status of the JWM…

Hi @Nikki Hailey , The updatedBy function only allows you to enter 1 username. You will have to use the OR function in your JQL if you want to check for multiple users. Best regards, Kris

Hi @Martina Bassi , Yes, you can do this with automation rules. For the first one, create an automation rule that is triggered by the change of the 'assignee' field. Then, add a JQL check to check if the assignee is part of a list of users. ex. assignee in (user1, user2, user3) or, if you want to check if the assignee is…

Hi @BESSAULT ALBERIC Unfortunately not by default. SLA's are project specific and can not be copied or set "general'. But maybe there is a marketplace app that provides this functionality. Best regards, Kris

Hi @Joe Moran , Since the CSAT is included in the email, I don't think there is a way to 'force' people to provide feedback. Also, maybe forcing feedback might result in more negative results. Maybe a more positive incentive might work better. Best regards, Kris