Paul Wiggers Expert

Hello @Trudy P Claspill Sorry, I was mistaken, the report is a custom one but I am using a predefined series, Resolved in this case. I am using a series for every agent in the team that look like this, very basic as you can see. Is there anything in this configuration that I can change to get the results that I am looking…

We are using the built-in Tickets Resolved by Agent report. We don't (yet) use a custom report for this information.

Hello @Trudy P Claspill I am using the default Atlassian reporting tools. Some additional information to clarify before moving on. We have two In Progress statuses (Waiting for Agent and Waiting for Customer). The agent can only transfer issues to Answer Provided and/or Resolved (Calling them Resolving status from hereon).…

Hello @Efrat Barak Zadok Thank you for your question. It is not possible to set a status directly from the create issue screen. What you could do, is create a custom field checkbox and add that field to the create issue screen. Then, create an automation that triggers on issue creation, checks for the field value and…

Hello @[deleted] Those are default values and are editable because Atlassian created those to be editable from the queue. Unfortunately, it is not possible to edit other fields directly from the queue. What is your use case? Perhaps there is another way to achieve what you want.

Hello Rich, Please take a look at @Fazila Ashraf suggestion. By default, the visibility is set to internal only. If you have set it to "Share with customer" and it still isn't working, please provide screenshots of your automation and possibly your notification scheme so that we can take a better look at what might be…

Hello @Nicola Brown You mention that your portal users have access to other projects. This means, that they have a site account and are not portal only users. If that is the case, I would suggest you just let them access the projects and view the issues from that view. That way, they can just click the linked issue on the…

Hello @Tim Shirazi The short answer is, you can't. The reply to customer is not an email, it is a reply to an issue that may or may not result in an email notification, depending on your project settings. If you want to add multiple participants to the issue you can add them as request participants. Just make sure that…

Hello @Morten Dieckmann-Keden I believe you can achieve what you want with an automation. Something like this should help you on your way Of course, you need to change the trigger and the action to suit your needs but the gist is the same. It might require several automations to cover all the situations. I am not quite…

Ah I see. Unfortunately, there is no direct link between the comments. I guess you can tweak the automation a bit to edit a comment on a linked issue. Which comment to edit and what you want to edit it with is something you have to decide and use the correct smart values. Something like this should be a good starting point

In addition to @Callum Carlile _Automation Consultants_ We are using SLA's to monitor this change and trigger the automation on the expiration of the SLA. The added benefit of that is that you can check the status of the SLA and send reminders to the customer before the expiration. For example, we have a status Waiting for…

Hello @Jeroen Gouma I think you are looking for the automation trigger "Issue comment edited" After that, just run the rest of your other automation to copy the comment over to the linked issue. Is that what you are looking for?

Hello @Paul Heath Armengol Sure thing, just go to Administration > User Management > Jira Service Management and hit the Export customers button Is that what you are looking for?

Hello @Nicola Brown I think you can achieve what you want with this Change the Types and issueType to what you need. Also, play around with {{issue.url}} and {{destinationIssue.url}} to get the result that you want. Just out of interest, why do you want to do this? People with access to both projects can just click the…

Hello @Morten Dieckmann-Keden Sorry, but it is unclear what you want to achieve. Could you elaborate on which changes you would like to see reflected in the linked task? Perhaps it will help if you can post screenshots of the current automation with all the details of the separate steps.

Hello @Vera Valshonok Thank you for your question. The log is usually right and I would suggest you start your troubleshooting by taking a look that the message. If you want us to assist you, please provide us with a bit more information. It would be helpful if we can see (with screenshots): * The workflow of the…

Hello @Morten Dieckmann-Keden Let me start with the disclaimer that I am only familiar with JSM Cloud. However, I do believe that the general workings are the same. What you are looking for is an automation that triggers on a status change. You can than have that automation create a new issue with a certain type and create…

Hello @Catrine Lundström Thank you for your question. Unfortunately, it looks like this isn't possible. Customer acces settings are per site settings and changing those will affect all your service projects. You could ask the customer for a list of address and create those accounts prior to going live. If it are a lot of…

Hello @Sergio Velasco Unfortunately, there is no Help Center functionality for a software project and you cannot make it directly available to your customers. However, what you can do, is the following: * Create a separate request type for software requests. This is optional but makes it easier to handle the other steps *…

Hello @Faroek Sweet Unfortunately, this isn't possible within Help Center. You can take a look at categories if you want to make a distinction. It will give your customers something to click on. Depending on the amount of articles, Topics might also be something that you can look into.

Hello @Arielle Unterberger Thank you for your question. It is quite an interesting one and although I can't claim to be an expert, perhaps my view can be of assistance. First of all, I don't believe JSM is meant to track your work. JSM is meant for requests of all kinds and those requests can result in other tasks. For…

Hello @LídiaRG Then I would suggest you take a look at the Notification Scheme and tune that to your liking. 

Good to hear that it works out. If you have no further questions about this, please accept my answer.

Hello @LídiaRG There are two ways you can change this. First, make sure that every admin has their personal notifications set the way they want them. Go to Profile Picture > Personal Settings and set the notifications that you want. Second, take a look at the project notification scheme. You can fine-tune which…

Hello @Shaz Begum If you want to see the portal as a customer, I suggest you add a portal-only account with a private email address and use that account in another browser or incognito/inPrivate tab. You can create a portal-only account by opening your service management project > Go to Customers > Add Customers The…

Hello @mcorreia This sounds interesting, although very annoying. Let's see if we can find a solution to this. From what I understand, the email handler will only read unread emails. If the address is, for example, attached to Outlook, and someone reads the email before the handler has a chance to pick it up, then the email…

Hello @Melina RAMPERSANDS I am not a developer but I would expect you can alter the URL to something like this: https://your-domain.atlassian.net/rest/servicedeskapi/projectid:123/organization That way you will only create the organization into project 123

Hello @jmercado The email will be either a new ticket or added as a public comment. The reporter will be notified and will be able to see the comment. Just as I tell my own agents as well; if you are unsure of a workflow, create an issue with a private email account as the reporter and test it out. That will give you all…

Hello @Melina RAMPERSANDS Yes this is also possible. Please check the other sections of the documentation: https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#project-identifiers

Hello @Melina RAMPERSANDS Luckily, there is! We use the API to achieve just this. Please read up on the API documentation to find the required commands This link will take you to the create organization section, but please, read all about the API:…