Paul Wiggers Expert

Hello @arielei The Sandbox is meant as a temporary solution and I'm afraid that if you have overwritten the data, then there is no option to revert back to the previous version. Kind regards, Paul

Hello @Donna McGahan The CSAT checks for the resolution, not the status. Is the issue getting a resolution when you transition it to Done? If so, can you provide screenshots of the issue and your workflow (including any post triggers)?

Hello @Abilash , There are different notifications that you can configure, some settings that the user itself can configure, and some notifications that you have no say over. Settings you can configure * Go to your Space Settings > Notifications > Internal Notifications. There you can edit certain settings from the…

Hello @Asier Vadillo That is something that you can configure for yourself in the Customer Notification settings. As @Alex Koxaras -Relational- said as well, the best way to learn, is just to do. You can always revert back changes if you determine that the change isn't what you expected. In addition, don't hesitate to turn…

Hello @Nat Snelson I don't think you have to file a request with Atlassian for this. You can see if a customer is on a suppression list by going to the Customer Notification Log in your JSM Space. If a notification isn't being sent because the customer is on the list, it will show up there with the reason why. If the…

Hello @Rajesh Kumar P What you are describing is not the behavior of an automation, but of the default customer notifications. Those notifications will combine the actions taken in a time period and send out a notification with those changes. If you (and your customers) want to receive a notification for every change, then…

@Tyler Myalls Sorry, I misunderstood your question. I thought that the progress bar wasn't working for sub-tasks. Unfortunately, I currently have no input for what you are experiencing. Hopefully someone else can provide some more insights.

Hello @Laura Jiménez Goicoechea There could be several reasons for why the client didn't receive a notification. I will post some options that you can check out. * Check the customer notification log to see if the customer address is in there * Check if the customer notifications for public comments are on* Check that the…

Good to hear!

No problem @Sarah Stickel As others have already pointed out, there are some issues with your workflow since it only targets a very limited amount of work item types. If that is what you want, then all is fine of course, but I am guessing that work item ATW-1 is of a different type then task or subtask. When you go to the…

Hello @Sarah Stickel Stubborn automations can be a source of frustration, luckily, most of them can be solved relatively easily. However, we do need some more information on why the automation is failing. You mentioned that you receive an e-mail that it had failed. The e-mail itself doesn't show any information on why it…

Hello @Hergenhan, Maria That is strange, I have just tested it again and it created the customer without issues. Just to be sure, the email address is provided as plain text in the description. When it is provided as a link (mailto:) then I run into issues. Here are some screenshots of the test case that I just ran,…

Hello @Sara Nicholson I would first make sure that your comparison is valid. The smart value {{issue.initial customer comment}} is invalid. First of all, I don't even think this exists. I can't find anything about initial in the…

Hello @Hergenhan, Maria This is possible and by extracting the e-mail address, you are already well on your way. It is important that your automation first creates a new customer (add service project customer), after that, you can assign the newly created user by using the account ID of the newly created user. This is the…

Hello @Tyler Myalls In our environment the Sub-Tasks work fine so there must be another reason why this isn't working. Looking at your screenshot, there seems to be no sub-tasks attached to the work item? If that is the case, then it won't show as 100% since there is nothing to track. Some things to check * Have you…

Hello @Mark Kurdyla Sorry this happened to you, especially since you can't see what happened. I am just going on a hunch here, feel free to ignore me if this doesn't make sense :) You mentioned the involvement of an IDP Directory, which implies that you are managing your customers through an integration with, for example,…

Hello @Silvana Gomez , Unfortunately, it is not possible to assign a work item to a group. This has been a requested feature on which you can leave your vote: https://jira.atlassian.com/browse/JSDCLOUD-106 There are some work arounds, but for now, work items are assigned to an individual. Perhaps, if you can explain your…

Hello @Robert DaSilva , I have changed the automation and this seems to work as intended. Thank you for your help!

Yes, what is happening now is that an agent changes the Impact field (triggers the change of the priority) and right after, changes the Urgency field (triggers another change in priority). This leads to two comments being made on the issue about the changed priority. This can cause confusing with the customer, especially…

Unfortunately it is not. The Help Center settings are centralized and cannot be set per Help Center. It looks like we will have to continue with our current setup. Atlassian seems to be focussing on internal service instead of delivering external service.

Hello @gustavo.rojasquiros , The playbook function only accepts automations that have a manual trigger. So that would be the first step. I have also found that after you create the automation rule, you need to refresh the playbook page before the rule becomes selectable. Is this something that you can work with? Kind…

Hello @Lotje Euser , Thanks for replying. We are currently using Refined and have managed most of what we want. Just the integration with JSM itself so that our agents can work more effectively is posing an issue. Going through the points: * Open knowledge base is achieved with Refined. We link to the original (closed)…

Hello @Marc -Devoteam- It seems that the help center settings are connected to the portal settings. We have tried with multiple portals connected to the same help center (different KB's) but didn't manage to configure it so what we got what we were after. So, if we want an open portal with a closed portal, we need to setup…

Hello @Marc -Devoteam- , Thank you for replying but this is not exactly what I mean. Let me try to explain it further. Currently, it is not possible to have an open help center where you can host your knowledge base and a closed portal to receive customer requests at the same time. They either have to be both open or…

Hello again Ingo, I just replied to your other post with a bit of information but here is a short breakdown of the steps that I use to achieve just this. * Add a screen before transitioning the issue to a development status. This allows you to capture any additional information that might be required by the development…

I could have sworn that I wrote a reply to this yesterday, but perhaps I didn't hit the Reply button hard enough. Anyway, let's give it another try. The solution you are talking about, is what we are using as well and it works relatively well. When a request requires development work, we transition it to "Offer to…

I think I see the issue and it has to do with you SLA configuration. You are selecting issues that have a certain request type AND a certain status You then set the SLA to start when the issue is transitioning into that status. This means that the issue is never targeted since it already has that status. I would advice to…

Hello, Good to see that you have resolved this yourself and thank you for sharing the solution! About your questions: * I'm afraid that this is it. You can refer to custom fields by their number and this is the correct way. If you want to keep track of what is what you might be able to abuse the "Log Action" action step to…

Hello Ingo, Could you clarify your question a bit? Are you asking about the resolutions in combination with the status? If so, you can use the resolution to get custom trend reports. For example, you can set the Status to "Done" and select the Resolution "Not possible". You can have another issue with the Status "Done" and…

Hello, The report should also be able to show the history of the SLA met percentage. It might be that the selected series has a limitation but we can't help you when we don't have all the information. Could you provide us with a screenshot of your series configuration (JQL please) and a screenshot of your report? That way…