Kris Dewachter Community Champion

Hi @Jeferson Carlos dos Santos , I can see from your screenshots you have a portal group "Vehicle", which contains 4 request types ("Configuration - Vehicle", "Decommission - Vehicle", ...). You can create an "if" statement in your automation rule on the "Request Type" field. You can select the name of the correct request…

What kind of Jira custom field did you create ? And what kind of field did you create in the form ? When you create a field in the form (ex. a "Short Text" field), and you click the "Linked Jira Field" dropdown, you should have a selection of existing Jira fields you can link.

Hi @Carlos Ramirez , The URL refers to a specific Cloud site / instance, and NOT a project within this Cloud site. There is already an option to change the url to your existing cloud instance : https://support.atlassian.com/organization-administration/docs/update-a-product-url/ Best regards, Kris

Hi @Phil Bustin , I presume you are talking about adding a form to a new or existing 'Request Type' in a JSM project ? In the form, you can add all kind of fields. The fields can, or can not, be linked to Jira custom fields (they probably already exist in your current request type form). So yes, you can re-use the existing…

Hi @Pedro Marca Huamancha , I suggest you setup a Service Management portal and project where your internal and external clients can create tickets. I presume they don't need access to the Jira backoffice to handle tickets, and it will be sufficient for them to follow-up on their tickets in the portal. Regarding access to…

Hi @Jeferson Carlos dos Santos , This sounds like something you can do with automations. You can use if/else statements in your automation rule(s), to determine the actions that need to be taken when ex. a specific priority is selected. How is the priority determined ? Is it selected by the user when creating a ticket ?…

Hi @Bhagya Roy , Each board has a filter that is used to select the issues that are displayed. You can alter this filter (or create a new one), that filters out issues in a specific status (regardless if you are using sprints or not). Best regards, Kris

Hi @kamal , The "Issue Links" field can not be made visible in the portal for customers. There is no functionality in the portal to support this. Best regards, Kris

Hi @[deleted] Are you using the Atlassian email adress that comes with your JSM project, or are you using your own email account ? In case of the first option, I don't think there is a way to counter this. Unless you can convince the non-Jira service desk system to disable email confirmations to your system. The other…

Hi @Kevin Roe , I wouldn't give up on your project just yet. I'm thinking this is just a settings issue. You can always reuse the "demo" workflow in your current project. * Are the emails sent to your 'support' email address somewhere forwarded automatically, making it change the "sender" of the email, before it gets…

Hi @Kevin Roe So the tickets are created from the email. Normally, the sender of the email is set as the reporter of the ticket. Can you verify if that is the case ? Are these registered users ? Or is the service desk freely open to the public ? You should also check the 'Customer Notifications' settings of the project to…

Hi @Janvi Kapoor , Not by default. You will need to create some custom integration or script. There is also no AddOn that would allow you to do this. Here are some examples of previous attempts: * https://medium.com/@gaurav1katiyar2011/jira-integration-with-google-form-4fddfddc7fc1 *…

Hi @Kevin Roe , What exactly is this "New Lead" ticket or Email ? Is it send out by Jira whenever the Project Lead of a Jira project is changed ? As far as I'm aware, there is no default functionality for that, so maybe it's custom build ? Can you give us some more information ? Best regards, Kris

Hi @ASI Technology , Does the "Comment Added" template contain the comment itself ? You can check in the project settings under "Customer Notifications". Best regards, Kris

HI @Mitchell Cardwell , Not sure I understand your question correctly. It's possible to display a field in a form, dependent on the value you entered or selected in another field. It's not possible to perform some kind of date check however. BR, Kris

Hi @Samuel Alexandre , Are the users that encounter issues able to login and access the portal with their Atlassian Account ? If not, you need to look at the permissions. Is your service project 'Open', or can only registered users create tickets ? I don't think it's possible for you to merge Atlassian accounts. Maybe…

Hi @Ryan Creasia , If you have a specific "Waiting for customer" status then maybe you can try this: status = "Waiting for customer" AND NOT status CHANGED AFTER -3d BR, Kris

Hi @Gowtham , If you know the structure of the form, you can use smart values to extract specific information from the form, and store it in a variable, so you can use this to create your asset. Best regards, Kris

@Manoj Kumar Gangwar , Maybe a stupid question, but why would you want to copy all comments to the subtasks ? Why not refer the user to the comments in the main task ? Ontopic : Which comments do you want to exclude ? BR, Kris

Hi @Mohammed Laaroussi , If you need constant uptime monitoring, maybe you can use Atlassian's "Statuspage" product for that ? https://www.atlassian.com/software/statuspage BR, Kris

Hi @Ryan Creasia , What is the syntax you are using now ? Unless you are using additional addons, I don't think there is a way to filter on 'Date last commented' in a JQL. Alternatively, you could JQL on the "updatedDate" of the ticket. Best regards, Kris

White Toyota Starlet 1.5 diesel. No tweaking. Reliable little car. I remember our vacation to Spain. 2.000 km's with 4 adults and luggage. Wouldn't want to to that again :-)

Hi @Jimmy Seddon , I tested it by making the reporter field required and the 'Anonymous' option is now indeed gone. Thanks for your help and quick feedback. Best regards, Kris

Difficult to troubleshoot remotely. If you are making the changes to the correct workflow, add the property to the correct transition and use the correct Resolution ID's, it should work. I've used it multiple times without problems.

In Jira, navigate to the general settings --> Issues --> Resolutions

Your configuration should look something like this You can only use the Resolution ID's, separated by a comma. You can get the resolution ID by navigating to the resolutions configuration, hover your mouse over the 'edit' link next to a resolution, and look at the url that will be called. It should contain the 'id'…

Hi @Nicholas Marsden , can you provide a screenshot of your configuration? Best regards, Kris

Thank you @Roberts Čāčus - eazyBI . This is exactly what i was looking for. Best regards, Kris

Hi @Cédric Jaduta , I don't believe this is possible with the default functionality. Best regards, Kris

Hi @Nicholas Marsden , It's not yet possible to set resolutions per project. As an alternative, you can use workflow properties to define which resolutions you want to include or exclude. * jira.field.resolution.exclude * jira.field.resolution.include More documentation can be found here…