Paul Wiggers Expert

Good to hear! Sometimes the small things can keep you searching for hours. Enjoy your weekend!

Hey there, That should be no problem. I am using something similar within my automation to fetch data from our Object Schema Using the Lookup object component, I am fetching an object with this query objectType = Employees and "Jira User" = {{reporter}} Is that what you are looking for? Are you running into another…

No problem, good luck setting it up! If you don't mind, please accept my answer as the solution :) Enjoy your weekend

If you want users to assign issues to others they need the "Assign Issues" permission. This can be on a per-user basis or on a per-group (please use groups). If you want users to be assigned issues, they need the Assignable user permission. Please check those two permissions first for the users that are experiencing…

To be honest, it looks like the information in your records is incorrect. I would suggest removing them and retry. For example, the TXT record for your domain contains the value atlassian-domain-verification= My records, and the records given in the article, start with atlassian-sending-domain-verification= Please,…

My example just used a generic sub-task. But you can create different types of subtasks to achieve the result you want. For example. I have a subtask called "UI/X Design" which is always assigned to our UX designer. Go to Cog Wheel > Issues > Sub-tasks to define different types of subtasks. Is that what you mean or are you…

The e-mail handler checks if the subject contains an existing issue key. If so, it will try to attach the e-mail as a comment on that issue. If the customer composes a new message but uses the old issue key in its subject then that e-mail will show up as a new comment. Also, what I have noticed is that reporters, that are…

Hello @[deleted] Thank you for your question. This is certainly possible by using an automation. This triggers on issue creation but you can trigger on whatever change you want. Is this what you are looking for?

My first crush was a colleague. We ticked all the boxes and were a good match. I am sure we could have been together still if I would have been a bit more mature back then. Tip of the day; don't be an ass. However, the break-up led to me meeting my current girlfriend for 20+ years now (might as well call her my wife), the…

Good to see that the ACE events are picking up again. They are always good fun and full of information. If you have never been to one, I can highly recommend it!

We migrated from another service platform and JSM offered a lot of benefits * Integration with other Jira products (Software) * Assets to enrich issues with customer data * Highly customizable workflows * Automations to help the process Managing Jira is a continuous process and we are discovering new use cases on a daily…

Luckily, this is not completely true. Please see this article: https://support.atlassian.com/jira-software-cloud/docs/migrate-between-team-managed-and-company-managed-projects/ However, since team-managed projects are highly customizable, you need to consider the differences and how to handle those. 

Hello @[deleted] Yes you can. You can configure those under the notification scheme that is attached to the service desk project. Go to Cog Wheel > Issues > Notification Schemes. You can also change your personal notification settings via profile picture > Personal Settings Just as a general comment. I have seen several of…

@Alex Koxaras -Relational- You can create a request type for each customer such as: ServiceRequestCustomer1 Then you can set up the request type with the specific fields. This is a lot of work, can show customer names to other customers and all in all is just a bad idea. @Clemens Rätze Go with Alex's suggestion

Since you are filtering on status, resolution and labels, it would be nice to see a ticket that you are missing that has those specific settings.

The JQL is quite restrictive at this moment. Do you have an example of a ticket that you are missing?

If you need customers to fill in the field, then it becomes a lot harder. You could work with requests types but that will expose customer names to others, something that might not be feasable. You can use the screens on the JSM agent side. You could create seperate statusses for different customers and show the screen…

Thanks for that, it currently looks like you are missing the atlassian entry for your SPF record. Please add " include:_spf.atlassian.net" unto your current record. Right now it only allows secureservice.net This would mean that your SPF record should look like: v=spf1 include:secureserver.net include:_spf.atlassian.net…

DNS is always hard to solve but let's give it a go * Have you copy / pasted all the records from your JSM instance into GoDaddy? * Is everything failing or just some checks? * Do you mind sharing your domainname so I can compare those settings to our domain? * DMARC is not required for the custom domain usage in Atlassian.…

Hello @Jordan Meaux Thanks for this question, in order to help you, we need some more information about what you are trying to achieve. * How is the JQL looking * How many records are shown in the result * What information is in the Excel sheet * Are their specific results missing from the search results It sounds like the…

Hello @Clemens Rätze It depends on how much work you want to put on your agents. You can still have company specifc fields that can be hidden when empty. However, this does require the agents to fill in the specific fields when creating an issue. You could also create different screens for the companies which have to be…

Hello @[deleted] JSM is a product to help you resolve customer requests and therefor does not support CI/CD. You can however, link the issues to Jira Software which does. Of course, you can have different automations to help you with the triggering of certain functionality. In order to help you with this, we need more…

Hello @Namrata Kumari It is a bit unclear what you mean by the test account. If this is another instance or sandbox, then I am afraid that you have to recreate them manually. If you are using a different project with a different account, then those should be available for you as @mruttan explained.

I have forwarded this question to other community leaders. Hopefully, someone more knowledgable will be able to help out with this. Stay tuned!

They need the Move issues permission in the 1st project Then they will need the create issues permission in the 2nd project. That should be enough to allow your agents to move the issue. If that doesn't work for you, you can create an automation to do the lifting for you. Just make sure the user rights for the automation…

Aha, in the customer request overview. To be honest, I haven't noticed this before but it seems that this is unwanted, to say the least. You can also see all the workflow statuses over all the different projects, something which shouldn't be the case as well in my opinion. I am currently occupied but I will try to look…

Hello @Angie Thompson Thank you for your question. The last screenshot shows something different than a customer portal. This looks like it comes from within JSM itself. For example, when I use the customer portal, it looks like this: Just to be sure, what is the URL you are using to access your customer portal? It should…

Hello @Clemens Rätze Thank you for your question. It looks like you have the e-mail channel and permissions set-up as you want so I will leave that for now and focus on the portals. Unfortunately, it seems that you cannot block access to the portal without also blocking access to the e-mail channel. However, you can hide…

Hello @Marek Thanks for posting to the community, let's try to solve it. * Are the service desk projects on the same instance? * Normally, the service desk people need to be part of a role. Check your available roles under Cog wheel > System > Project Roles Personally, I find it easiest to create a group and assign that…

Hello @Areski It looks like you were already able to move on. Just as an addition for future reference; It is also possible to embed a Jira Roadmap into a Confluence page. You could then make that page accessible for the public. That way, users don't need a license, or access to you software instance, to be able to see the…