Kris Dewachter Community Champion

Hi @Amish Khatri , Have a look at this post. I think it already describes a solution for what you want to achieve. https://community.atlassian.com/t5/Jira-Service-Management/Automation-loop-through-WebResponse-results/qaq-p/2140920 Best regards, Kris

Hi @Vera Valshonok , Can you add the screenshot of the error to this post ? It's possible to link issues, but only on the same instance. If you want to link issues from other instances, you will need to setup an application link. This post discusses this…

Hi @Cathy , Can you explain more in detail where you want to add these extra instructions ? In each Request Type, you can add additional information in the fields * Request type description * Instructions I tested them and they can hold more than 255 characters. Best regards, Kris

Hi @achapman , I think there is another email being sent by Atlassian when the customer doesn't have an Atlassian account yet. You can not configure this email. Best regards, Kris

Hi @olan.deboer , If you want to limit access to a specific project, you need to make changes to the "Permission Scheme" of that project. This scheme defines which User, Usergroup or Project Role has the permission to see, edit, transition, .... ALL issues in a specific project. For more information on permission schemes,…

Hi @Kishor Mudhili , You can start with the manual on automation rules - https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/ When you create an automation rule, there are also some templates available which you can use to start. This is an example of an automation rule that creates sub-tasks on issue…

Hi @Tim H_ , I think the only option you have here is to remove, or limit the use of, the ALL transitions. Should the ALL transition be available to all users / agents ? Or only supervisors ? What's the use-case for those ALL transitions ? Best regards, Kris

Hi @olan.deboer , Just to clearify .... Are these clients/project support ticket all located in the same JSM project ? So you want some agents to only see certain tickets of a specific JSM project. And not all tickets. If that is the case, then you will have to use "Issue Security" to define which role is able to access…

Hi @Kishor Mudhili , If it's a fixed list of subtasks, the easiest way would be to build an automation rule that is triggered after the approval step. Best regards, Kris

Hi @Fahim Ahmed , Usually, a ITSM ticket is not moved to Jira Software. It would be better to create a new Epic or Task in the Jira Software project, and link it to the ITSM ticket. You can keep the existing ITSM ticket for communication with the requestor. Best regards, Kris

Hi @Christian Sprenger , Unfortunately, this is not possible with the default functionality. There is a request at Atlassian to make this possible - https://jira.atlassian.com/browse/JSDCLOUD-4922 Best regards, Kris

Hi @Igal Altshuler , Create a "Number" custom field that you can use to store the calculated number of days. You can set a trigger on a transition to the 'Resolved' state. In the automation rule use the 'Edit Issue Fields' action to set this field by using this calculation : {{issue.created.diff(now).days}} Best regards,…

@Hi @Dev Arslan , The "Save a PDF version of this form each time it's resubmitted" is on the settings screen. Best regards, Kris

Hi @Igal Altshuler , You could create an automation rule that is triggered when the issue is resolved. In the automation rule you can calculate the time between now, and the time the ticket was created. You can then store this result in a custom field. Best regards, Kris

Hi @Dev Arslan , Can you post a screenshot of the "Settings" tab of your form? The setting should be on there. Best regards, Kris

H @Ayush Lawania , unfortunately, I'm not an outlook specialist. Maybe you can check with your system administrator ?

Hi, very interested in this. What is the registration link ?

Hi @Lucas de Souza , I believe your can set a "Hide from user" condition on the transition. If i'm correct, an automation rule will still be able to execute the transition. Please try it and let me know if this solves your case. Best regards, Kris

Hi @Steve Fitzgerald , Please make sure your JQL where you combine the 2 filters is correctly formatted. Maybe you can post the JQL here ? It should look something like this : Project = XXX and (filter=YYYY OR filter =ZZZZ) Best regards, Kris

Hi @Ayush Lawania , If you are using the default email account that comes with the JSM project (atlassian.net), then you can not filter those out. I you have setup your own email address (from ex. Outlook), then you probably can filter those out in the mailserver before they get imported by Jira. Best regards, Kris

The migration manager will not allow you to migrate the project again if the same project key is used. It will be flagged as a conflict and you will not be allowed to proceed until you resolve the key conflict. you can change the project key on the source instance to resolve the conflict or delete the project in the cloud.

Welcome to the community @Lothar 

Custom fields are normally automatically migrated. But you should check for duplicates and differences in configuration of individual custom fields.

If possible, keep your workflows, scheme's, etc .... for the project you are going to migrate, separate from the existing projects on your destination site. Make sure they have unique names. In that case, there should be no interference. After the migration, you can always change your project settings on the new…

Hi @Vera Valshonok , I recently did a cloud-to-cloud migration. It was a simple migration of only 1 Jira project. The migration is pretty straightforward. All schemes, workflows, etc .... are automatically migrated. However, you need to investigate before the migration if the workflows, schemes, custom fields already exist…

Hi @Ellie , I'm not sure I understand the question. Within Jira, you have defined P1 as the default priority. And on the form in the portal, you have also added the 'Priority' field. The customer is able to select the priority. In that case, the selected priority should be reflected in the ticket in the backoffice. Unless…

Hi @Matheus França , There is no way to export the satisfaction comment as-is today. There are some workarounds however where you create your own custom field, and fill it with the comment via an automation rule. Please have a look at : *…

Hi @Luis Loaiza , By default there is no way of configuring the customer notifications like that. As a workaround, you could disable the default customer notifications, and create your own notifications via automation rules. Best regards, Kris

Yes, You should be able to select a "Attachments" field when you add a new field to your form

Hi @Pedro Marca Huamancha , The different templates do not define the access settings. They only contain some examples of request types, issue types, workflows, etc .... So yes, you can setup internal and external access for any selected template. Best regards, Kris