Kris Dewachter Community Champion

HI @Dan Rucker , Sorry, I didn't realize you where talking about a Team managed project. It makes more sense now. I tried this on my own instance, and it should work as you described. You can manage the portal groups in the portal itself. And when you remove an Request Type from the group, it is no longer visible. This…

Hi @Kucharczyk, Adrian , ok, I think I misunderstood .... So it's a portal customer that is not able to download the attachment from the email. How did you add the link to the attachment to the email? Did you use a smart value? Is this done via the customer announcements or did you create a automation rule to send that…

Hi @Dan Rucker , You are using Service Management Cloud, right ? As far as I'm aware, you can not drag and drop request types in the portal by default. Maybe you are using a additional app (ex. Refined) ? If you want to see which request types and groups are visible in the portal, you can also navigate to Project Settings…

In your trigger action, what value have you set for the "Groups that can run trigger" field (it's on the right of your screenshot, but the value is blurred). Can you try setting it to "All logged In users" ?

Hi @Jorge Alastuey , Have you created the the automation rule with a manual trigger ? It will only appear in that case. If you created an automation rule with a different trigger (ex. issue created, or value change) it will not appear in that action list. Best regards, Kris

Hi @Dan , You can only 'hide' request types by removing them from all portal groups. Best regards, Kris

Hi @Jorge Alastuey , First of all, an automation rule can be triggered automatically by an event, or manually from the issue detail screen. An automatic automation rule can not be triggered manually from within the ticket. Manual automation rules can be triggered from the issue detail screen, from the button "Actions" in…

Hi @Kucharczyk, Adrian , * Does the customer service user have access to the issue itself via the backoffice ? If so, can he/she open the attachment there ? * Is the customer service user logged-in into Jira when clicking the attachment link ? Best regards, Kris

Hi @Ramesh Gunasekaran , Is the Confluence space (or spaces), linked to the Jira Service Management project ? You can do this in the project --> Project Settings --> Knowledge base Once linked, your JSM users have automatically ready access to these spaces. More information can also be found here :…

Yes, You can create a dashboard on which you can use for example the "Filter Results" gadget. In this gadget, you use a saved JQL filter that includes this part "Organizations in (<organization name>)" to filter on organization.

Hi @León Gilhaus , I would solve this with a transition screen and condition in your workflow. 1. In your first workflow transition, add a screen that contains the custom field 'Error Class'. The agent is able to change the value on this screen, and confirm before going to the next status. 2. Optionally, if you want a more…

Hi @Sridhar Kannan , I presume you are talking about the custom "Organizations" functionality in Jira Service Management ? Whey do you want to copy the organization to a custom field ? You can filter on organzition with JQL like this: Organizations in (<organization name>) Best regards, Kris

Hi @Evian Earl A. Ato , unfortunately not. Best regards, Kris

Hi @Liron Bdolach , In your JQL, you should use the field "duedate", and not "due" Best regards, Kris

Hi @Risikanta Pradhan , This are the steps you need to take: 1. Identify the duplicates via an export (see my first reply) 2. Remove the duplicates 3. Set the attribute to 'unique' so no more duplicates can be created Best regards, Kris

It will not update your existing objects

Hi @nancy.carson1 , You can navigate to [Settings] > Products > Jira Service Management > Email requests There, you can uncheck the "Use default detection to hide signatures" under " Hide email signatures in issues and portals". More documentation can be found here…

Hi @Risikanta Pradhan , Yes, when an attribute is marked as 'unique', the import will fail on this item. You will probably have to cleanup your duplicate objects first, before you are able to set this 'unique' indicator. Best regards, Kris

Hi @Risikanta Pradhan , This is some documentation on how you could find duplicate objects - https://confluence.atlassian.com/jirakb/find-duplicate-assets-using-aql-1216971340.html Unfortunately, it requires manual searching. There is no AQL function that would allow you to find duplicates automatically. The best…

Hi @Evian Earl A. Ato , There is no reporting functionality available on Cloud. Unless you have an Enterprise license. https://jira.atlassian.com/browse/JSDCLOUD-9930 Best regards, Kris

I think you are looking at the page "Information" view. Can you have a look at this documentation - https://confluence.atlassian.com/doc/page-history-and-page-comparison-views-139379.html

Hi @Catarina Gomes de Almeida , Yes, by default you can the the entire page, including the changes. On your page, select "Page History" below the 3-dots menu item in the top-right of the page. There you can select the versions you want to compare. Best regards, Kris

I think this solution will send an email to all approvers in the list (not only the person who approved). Sending an email to only the person(s) who actually approved, will probably require the use of smart values.

Hi @Bhasin Bhasin , Can you check if the page is visible in your 'Recent' pages ? Best regards, Kris

Hi @Ramesh Gunasekaran , I think you can accomplish this with an automation rule that is triggered when a ticket is resolved. You can then add a "Send Email" action that sends an email to the approvers. Best regards, Kris

Hi @ALINA NURLAN , I'm not sure if i understand fully what you are trying to accomplish. I would create an automation rule that is triggered at 6 pm, collects the unresolved tickets, and escalates them to the level 2, 3 teams. Best regards, Kris

Hi @[deleted] , You can not make the SLA information visible in the portal. I think the easiest way would be to use a smart value to post the SLA time in a public comment on the ticket. {{issue.Time to Resolution.ongoingCycle.goalDuration.friendly}} Best regards, Kris

It might not be visible intially. But it should appear when you start typing the name in the field.

Hi @DJ , You need to add a condition to your workflow transition. * Edit your workflow * On the "Review" to "Done" transition, add a "Condition" * Select the "Value" field condition. If set, the transition can only be executed when the field has a specific value. Best regards, Kris

Hi @SimonH , If you only upgrade the license to Data Center, the links will remain the same. You are not changing anything to the physical installation. Only the license changes. Best regards, Kris