Paul Wiggers Expert

@Nuriia Rose Hello and thank you for your question. To be honest, I have no idea. I am just a simple user and I am not working for Atlassian.

It depends on how you have migrated the accounts I think. If those accounts are portal only accounts, then yes, this also applies to you. If it are "full" accounts, then something else might be going on. In that case, please provide some more information, including screenshots, so we can have a look.

Hello @Stefan Speck , Thank you for your question. A customer logs into the customer portal with an email address. In order to see the requests in the portal, the customer needs to be part of the issue, with this email address. This can be done by setting the reporter to the customer, by adding the customer as a request…

Hello @Centro de Servicio VerifID Thank you for your question! It looks like would like to use Approvers. Please take a look at this Atlassian article to help you out: Set up Approvals The article is a bit vague about it, but make sure that you have two paths out from the status that is requiring approval. One for when…

Hello Elena, You can still configure the SLA as described. As soon as a match is found, the configure goal will be applied. In your case, you can start counting when the issue has been created and the "All remaining Issues" goal will be applied. When you set the contract field to the matching contract, the SLA will apply…

Hello Elena, Luckily, you don't have to create an SLA for every customer. You can create an SLA with different goals, based on a JQL filter. That way, you can set the goals according to the value of the contract field. In this example I have used dummy data but it will get the idea across When the contract changes, the…

Hello @Ann R Thank you for your question. JQL is only ment to retrieve certain issues, based on the query that you have entered. It cannot change the status of an issue for you. The easiest way to set this up is by making use of an SLA. You can create an SLA that starts when an Issue enters the status Approved and set a…

Hey there, Yes, that is looking like something I had in mind. I am not sure about the field names since they are depending on your Assets setup but I seeing what you have already created, I am sure you can manage to get all the data set correctly. If you can't get it this way, then you can also try to extended If then else…

Hello @melissa_horan How do you mean, showing up? Are there avatars shown on top? If so, than there are probably some issues assigned to those users. Perhaps they have been added by other team members or they might have joined themselves. Have you checked if the project access is set correctly? Perhaps you can provide us…

Hello @Gintaras It sounds like you are trying to use Collaborators in your JSM project. These users do need a Jira license in order to be a Collaborator in your JSM project but don't require a JSM license. There is no way to participate in a Jira or JSM project without having some kind of license. Please take a look at…

If your normal service desk is behind a login, than you need to have something that is accessible for your external customers. There are several options for this: * Create a new JSM project and make that portal public. Incoming requests can be monitored in the new project or can be automatically cloned when they are…

Hello @AS Thank you for your question and yes, I believe this is possible. I haven't yet tried it out fully but this is my crack at it. I am not sure how your Assets are setup but I am assuming that the TO and BO are linked on the Asset. If so, you can create an automation: * Triggers when the issue is created (or whatever…

Hello @Elena Alberti Thank you for your questions, let's go over them one by one * It is not possible to set SLA's manually. However, you can use JQL to filter which issues are affected by what SLA goal. For instance, you can create a custom field that holds the customer service level. Based on the value in that field, you…

We use it to synchronize our CRM with JSM. We use this data to enrich tickets by automatically providing customer information such as customer ID, company name, registered devices and if they are even allowed to request support. We also use this information to create portal accounts with their registered email addresses. 

Hello @Armiek Please check the above suggestion. It looks like you are trying to login into the JSM agent portal instead of the customer servicedesk. Please make sure that you have added /servicedesk after the base URL and try again. Please let me know if this still isn't working (and provide some screenshots with the…

Hello @Arvind Saxena This initial response can only be send to "All customers involved" which is the default setting or to the Reporter. Unfortunately, there is no way to add custom email addresses. 

Hello @Colby Cliffe Thank you for your questions and yes, this is possible! Here are the steps you will need to take: * Create a new SLA to keep track of the Waiting for Customer status and set a time goal that you want to trigger. In your case, a week. * Create an automation that checks for a SLA breach * Add an…

Hello @ronny.zimmermann What I can find, is that this is only available in the board view in Jira software or as a detail view in a filter result. I can't seem to find anything that relates to the queue view in JSM. Your screenshot looks like a combination of pictures. Are you sure that the users are seeing this in the…

Agents are users that have the Jira Service Management - Agent access defined in the User details

Hello @Amity Support Have you checked the Customer access permissions? Perhaps a new user tries to enter the form and is not allowed to create an account We have disabled the feature but if you check "Customers can access and send requests from the portal without logging in", then everyone should be able to send in the…

Hello @Elizabeth Sardi Thank you for posting and this seems like a tough place to work in. Lack of communication and even worse, the refusal to help each other out is hard to work with. What kind of information do you want to delete? If it is project only data, your best bet might be to start a new project and go from…

Hello @Terry Dance Thank you for your question. If by people you mean JSM agents then it is not possible to disable this. Agents are always allowed to create customers. However, there are some other settings that you can set. * Go to Settings > Products * Go to Jira Service Management > Configuration* There you can set the…

Hello @Sven Pallarz Confluence has an upload size limit of 100MB which is to little for your use case. However, you can link to other sources within a Confluence page. My solution would be to host the files externally, create a Download Confluence page with links to the externally hosted files and make that page available…

Hello @Steve Mélon Thank you for your question and yes, this is certainly possible! In your automation, you first need to Lookup the Asset object that you would like to use. Use the Lookup Object action, specify your schema and set the query. For instance, here I am getting the customer object based on the reporter from…

Hello Amali, I am sorry but for some reason I missed that this was a question about the server installation. Unfortunately, I have no experience with this product and won't be able to help you with this specific question. It appears that you can configure your own SMTP server in the server edition and besides pointing you…

Hello @Amali Unfortunately, there isn't much you can configure for outgoing mailservers. There is no log, no server name and no triggers for notifications. Setting up a custom email address is possible and will require you to configure your DNS servers to allow Atlassian to send email from your domain. But perhaps there is…

Hello @eniko.benedek Thank you for your question. I would suggest that you take a look at the Atlassian API documentation.

Hello @Ruairi O_Malley Thank you for your question. As far as I know, there is no standard way to have the comments show up as an e-mail thread. This is mostly because the notifications aren't an e-mail reply, they are just a notification that a comment has been added. As a benefit, you can also see the comment. If they…

Even though I am happy with my current position, there are still things that I would like to experience. There is no time frame on them, some items might be a one time only thing and they don't always align with each other. Here they are, in no particular order * Become a managing director * Become self employed * Remote…

I love to be able to shape a team to my own vision so that we can better the company as a whole. * Yes, there are (a lot of) challenges * Yes, mistakes have and will be made * No, my vision isn't perfect * Yes, there are things that keep me up at night * Yes, sometime I wish I'd be doing something else But, despite all the…