Kris Dewachter Community Champion

Hi @Gopal , Welcome to the Atlassian Community. The normal workflow is as follows: * The customer sends a support request to your Gmail address * Since GMail is linked to Jira, the mail is imported an a new Jira ticket is created * The customer receives a confirmation mail from Jira, containing the ticketnumber of the…

Hi @Flemming Knudsen , Welcome to the Atlassian Community. There is a setting where you can change the default behaviour. You can find it here : Jira Admin Settings --> Products --> Jira Service Management --> Default Comment behaviour Best regards, Kris

HI @David Lee , Welcome to the Atlassian Community. I think you better try to contact Atlassian support so they can check on any payment issues. Best regards, Kris

Hi @Sara Shahin , Welcome to the Atlassian Community. Exactly which report are you trying to generate? Do you have open and resolved stories/tasks in the sprint? Best regards, Kris

Hi @Carlton Dawson , You can setup an email channel with the default email address Atlassian provides in the JSM project, or you can link your own mailbox. The mail channel should be linked to a request type, so when a new email is received, a new ticket is automatically created. Please also see the documentation @Pedro…

Hi @Carlton Dawson , Welcome to the Atlassian Community. What do you mean with "ticket should be autogenrated"? You could automatically create tickets via automation rules, but it depends a bit on your specific requirements. Can you tell us a bit more? When do you want a ticket to be generated? Best regards, Kris

Hi @Elita Kalāne - eazyBI Support , Thanks for the screenshots. I got them now. I recreated the report, but I don't seem to be able to get results. The import seems to run without errors. But when i delete the data from the import afterwards, it states that no records were imported. Not sure if this has something to do…

Hi @Elita Kalāne - eazyBI Support , Thanks for your feedback. Unfortunately, I can not see the screenshots in your reply. Can you add them again? Best regards, Kris

Hi @Drew Harthcock , Welcome to the Atlassian Community. What kind of pop-ups are those? Do you refer to the Atlassian "Advertising popups? I don't think you can disable them. But maybe you can ask Atlassian support if they can disable them for your site. Best ragards, Krisi

Hi @Anurag Vipin Vaidya , Yes you can use smart values for that. You can create IF statements based on smart values to perform certain actions. What exactly are you trying to achieve? Best regards, Kris

Hi @GlenellRosburg , Could it be related to when the stories were resolved? In your plan settings there is a setting on when resolved tickets are no longer displayed. In the example below, stories that have been resolved more than 30 days ago, are no longer displayed. Best regards, Kris

Hi @brandon williams , Do you have some more information on the list you created and what you are trying to achieve? How are you currently sending this list in an email? Best regards, Kris

Hi @Vikrant Pawar , Welcome to the Atlassian Community. Is this a specific App? I the problem remains, I would suggest to log a ticket with Atlassian support, or the App vendor. Best regards, Kris

@Denys Pavlov , Something like this should work Beware that offcourse this only works specifically for the ""In Progress" status. So the possibilities are limited to the transitions defined in your workflow. Hopefully this helps br, Kris

Hi @Denys Pavlov , I'm a bit confused about what your automation rule is supposed to do. If i read it correctly, It currently works as follows: * It's triggered when the "Task" changes status * The automation rule checks if it's indeed a "Task" * The automation rule will find the parent issues (Story) that are in status…

Hi @Mariusz Mika , I presume you already found the documentation from Atlassian about the migration. It states that there will be no data loss when you remain on the standard plan. But not all functionality keep working. So I presume you still will be able to create new changes or problems, because the issue types and…

Hi @Jesper , I did a quick check creating my own custom field. Created a "single select list" field called "Country". Options are "US" and "AU". When I use the "Log action" in the automation rule, the selected value on this issue is displayed correctly. Ex. {{issue.Country.value}} results in "US". When I use the following…

Hi @Jesper , What type of custom field is it ? What is the actual value of "issue.custom field.value" when you display in it in the automation log ? Can you try putting the value in a "variable" first, and then perform a check on the variable? Best regards, Kris

Hi @Jeffrey Cardona , Regarding the form collaboration for customers ..... I once had a case where it was required for the customer to be able to edit the form they submitted via the portal. For this is work, you need to "Re-open" the form for customer editing. When this is done, the customer is able to edit the form in…

Hi @Nicholas Goad (Ricoh) , Welcome to the Atlassian Community. Are you using the default CSAT functionality, or did you build your own form? I presume you are using the default. Looking at the screenshot, I think you might be right and it looks like the other options are hidden behind the comment field. I would recommend…

Hi @Gregory Kremer , I see from the screenshot you are using a "Value Changed" validator in the workflow. Don't you have a "Field Required" validator available that you can use? Best regards, Kris

@Antonia , As @Marc -Devoteam- mentioned, you will probably have to put it in an automation rule variable first, before you can use it in an email. So put this value in a variable : {{lookupObjects.first.DATUM}} And the in email you can use : {{<variable-name>.toDate.format("dd/MM/yyyy")}}

Hi @Antonia , You will have to convert your date to a "Date" format in order for the formatting to work. Can you try {{lookupObjects.first.toDate.format("dd/MM/yyyy")}} Best regards, Kris

Hi @Steph , Another option could be to organize these customers in "organizations" in JSM, so they can share the request with the entire organization. Best regards, Kris

Hi @Steph , Welcome to the Atlassian community. What kind of Atlassian license do the "other staff" people have? Do they have a Jira license? If so, they should be able to view the JSM tickets and add internal comments only. Your third requirement "be able to reply to the request via the service portal" requires the user…

Hi @Luc Trepanier , Unfortunately, there is no system available that allows you to send a notification or alert when a new useraccount is created. Your best shot is to view them via the admin module. Best regards, Kris

Hi @Luc Trepanier , The ability to be able to create an account depends on your settings. Do you actually want to allow this, or do you want to block it? What are your requirements ? Best regards, Kris

H @trthomas , I think it was designed this way. Approvals are stored in the "Approvals" field, so as an alternative, you could set a "Field Value Changed" trigger on your automation rule that checks for changes in this field. Best regards, Kris

Hi @trthomas , If you have setup your workflow approval step in a way that multiple people need to approve, the automation rule will only be triggered when the last person approves, and the workflow actually transitions to the "Approved" status. So when the first person approves, the automation rule will not be triggered.…

Hi @trthomas , How do you have setup the automation rule? What is the trigger? Best regards, Kris