Kris Dewachter Community Champion

Hi @Ste404 , I'm not sure if i understand your question correctly. In "Assets", you have a certain object type, with 10 objects called "Microsoft Project" ? And each object is linked to a different owner, assigned date, .... ? You have already created a custom field on this object type? If so, this custom field will…

Hi @Soukaina BOUKIR , Have you tried using the ID of the customer user? You can export a list of customers and their id's via this link: https://[yoursite].atlassian.net/admin/jira-service-desk/portal-only-customers Best regards, Kris

Hi @David Webb , To control which fields are displayed on the screen in the Jira backoffice, you will have to look at the "screen schemes" and "screens" configuration of your project. A "Screen Scheme" is assigned to your project and defines which screens are used for which issue type. And each issue type can have 3…

Hi @Sandra Lawrence From a functionality point of view, there is no specific impact on setting the "Additional value". For relationships, it just indicates the kind of relation for visualisation. Ex. * User X "is owner of" laptop Y * Project X "belongs to" Program Y I can recommend these 2 articles from @Derek Fields…

@Sandra Lawrence , "Object relations" and "parent-child object types" are something completely different. In your case, a "Program" can contain multiple "Projects". Since a "Program" is something different than a "Project", they can not be setup as a parent-child object schema. This needs to be defined as a relation and…

Hi @Constantin Lotz You need to check if the actor has the required permissions on the project to perform the required actions (view and edit issues). You need to check the permission scheme of the project. Since the actor seems to be a portal user, and the issue is created by email, i suspect the actor does not have the…

@sergio.peschiera , What exactly do you want this SLA to measure? If you map all statusses as a starting point, and all statusses as an end point, the SLA will not be able to measure anything. Normally, you should have 1 status as a starting point, and one or more as an end point. Best regards, Kris

Hi @Sandra Lawrence , I think your sub-object types setup is incorrect in this case. "Program" and "Project" don't seem to be sub-object types. You use Sub-object types when they share attributes from the main object. For example: - Vehicle -- Car ---- City Car ---- 4x4 Car -- Bike -- Bicycle In your case, i don't think…

Hi @dannica_c , If you are using a csv file to import the Asset objects, you can only link the user via their Atlassian account ID. To get the ID's, you can do an export of the users from the User Management (Directory). The export file contains the user ID (looks something like "63dd2b2a632a5d79c7b71abb"). If you include…

Hi @Dannica Capistrano , If you are using a csv file to import the Asset objects, you can only link the user via their Atlassian account ID. To get the ID's, you can do an export of the users from the User Management (Directory). The export file contains the user ID (looks something like "63dd2b2a632a5d79c7b71abb"). If you…

Hi @David Webb , Yes, you can add the "Due Date" field to the "Screens" so it's available to backoffice users. And if you don't include it on the "Request form" of the portal, it will be hidden from the end users. Best regards, Kris

@Patrick Gallagher , It's strange that they can see the titles, but not the individual pages. I was thinking about individual page permissions, but in that case they would also not be able to view the page titles.

Hi @Dean Stearn , You will still have to link the "Issue" with the Asset Object via a Custom Field. You can create a Custom Field "Staff" that pulls the data from the Assets. To populate the field, you can make it visible on the screen, or automatically fill it with an automation rule (probably the best solution). When the…

@mahi kamal , You will have to make sure every issue in your csv file has a due date. Since it's required there is no other way. BR, Kris

Hi @mahi kamal You probably have 'Due Date' set as a required field in your instance or project. Is 'Due Date' required when you manually create a ticket in the project? Best regards, Kris

Hi @Eric Roetenberg , If you can provide this email address with a Confluence account, as a space admin, you can add it as a watcher of a space or page. See this documentation - Manage watchers Best regards, Kris

Hi @Dean Stearn , For the "User" attribute, you can leave "Type Value" empty. You can select a usergroup here if you want to filter the list of users on usergroup level. Then, when you create a new object, you can select a registered user or customer from the list of users (I believe you have to start typing in the…

@Service Desk Agent DM , * After logging in, does the user have access to any other page in that space? * Are there maybe page restrictions on that particular page (lock icon on the page) * Are there any other permissions set on that space that override the general permission. You can see those below the General space…

Hi @Eric Roetenberg If this is the email address of an actual person, he/she can set himself/herself as a watcher of the space. See this documentation https://support.atlassian.com/confluence-cloud/docs/watch-pages-spaces-and-blogs/ If you have Confluence Premium, you could user Confluence Automation BR, Kris

Hi @Patrick Gallagher Does this Service Desk project have a linked Confluence Knowledge base? Are the linked Confluence pages in the tickets, coming from this Knowledge base? If so, what are your Knowledge base access settings? Go to the Jira SD project --> Settings --> Knowledge base

Hi @Service Desk Agent DM I presume only registered customers have access to your portal ? In that case, in your Jira Service Management project settings, under 'Knowledge Base', you need to set the "Who can view" setting of your space to "All logged-in users". If this doesn't work, you might need to look at the…

Hi @Sofia Grunspan , is the smart value you found not working for you {{issue.url.customer}} ? Your can use this code in your email body so show a text with a link, and not just the url. The link redirects to the ticket in the portal. <p> For more information, please consult <a class="jsd-issue-link"…

Hi @Andrew Zarudny , You can control the workflow visibility status in the request type. You can find more information on this page: Customize the workflow status in the request type A transition between two workflow statuses can be hidden to the customer by giving them the same status name. BR, Kris

Hi @Nathan Cano Jira Service Management does not include boards. Maybe this page can help you - Creating a kanban board for a Jira Service Management Project Br, Kris

Hi @Dean Stearn , What are the results that you are seeing? First of all, I see some strange things in your configuration. You have a custom field "Manager" that displays information from the 'Staff' object type (Filter scope AQL). Instead of using "Full Name" for both "Manager" and "Staff" (Default text field), I would…

Hi @Ann-Katrin Glad I could help. It's nice to hear the issue got resolved. If my answer was helpful, please don't forget to click the green 'Accept Answer' button. This makes it easier for other people to find a solution for similar issues. Thank you and best regards, Kris

Hi @Ann-Katrin What is the name of the 'UPN' column in your CSV file? Is it "UPN" or "Primary user UPN" ? In your previous screenshot, the column was named "UPN". If the column in you csv file is "Primary user UPN" then the AOL should also be Label=${Primary user UPN} BR, Kris

Hi @Ann-Katrin , The AQL is used to lookup the corresponding object in order to make the link. So in your case, the AOL you will probably have to enter will look like this: Label=${UPN} So when running your csv import, the system will create the 'Smartphone' objects. It will use the UPN number from your csv file to lookup…

Hi @Ann-Katrin , If i understand correctly, you are trying to link a user (which is stored in the object 'Mitarbeiter', to an object 'Smartphone'. Normally, you should be able to link them via the 'UPN' which is defined as the unique key. Can you also post here how you mapped this in the csv import? Best regards, Kris

Hi @Eric Wray First of all, since you only create new tasks, and not edit existing ones, you can uncheck the "Run a JQL search and execute actions for each issue in the query." checkbox below the CRON expression (see your first screenshot). Secondly, I seem to have made a mistake with the CRON expression. Apparently, you…