Paul Wiggers Expert

Swag and goodies need to be practical. Notebooks are always good, pens depending on the quality, mugs or useful gadgets like a wireless charger, phone holder or card holder are nice. Stickers can be nice, as long as they are appropriate for work. The rest will most likely end up in a land fill sooner or later. Let's try to…

Our company hires a personal trainer two times a week for group sessions in the gym below our office. The session are divided into strength and hiit training and are started during work time. Besides that, we have several company coaches that you can book to talk over stuff that is going on. Mental health is just as…

Hello @Mia Paulin Welcome to the community! 

I have no experience with that marketplace app and cannot help you with that. If you want to solve it through that app, I would suggest contacting the creators to see if they can help you out.

Hello @Will Fieldsend It looks like you are using the wrong smart value. You can access your results with {{lookupIssues}} and the incorrect count option. You need to use size to get the number of items in the result. There is no need to create a separate variable here but if you want you need to change the smart value to…

Sure thing. One thing that you can do is create another status before Closed. We choose two (Answer Provided and Resolved). You can then use SLA's to trigger automations to notify the customer and transition the issue to the next status. So what happens is: An agent provides an answer an transitions the issue to Answer…

What is the log of the email channel saying? Can you post a screenshot? You can find them through Project Settings > Email Requests

Perhaps the notification scheme is overruling your personal settings. Please check Project Settings > Notifications to see what is configured there.

Sure thing, just change the trigger to "Field value changed" and go from there.

Hello @David Scherer Thank you for your question. It seems that there is a misunderstanding about the workings of JSM. You have set up an email channel to allow the creation of issues through email. However, you are not having an email conversation with your customer. When you comment on an issue, the customer will receive…

Hello @Durell Demartini Automations have an action called "Edit Request Type" which, as the name suggests, you can use to edit the request type. Perhaps that will provide the functionality you are looking for

That is strange, this should work. I have it set up this way in my company's instance and comments to closed tickets, will create a new ticket. Just a few questions, some might sound straightforward * Have you published the modified workflow? * Can you share a screenshot of the status properties? * Can you share a…

What are your own experiences when you add yourself with a private email account? If some users are having problems while others are not, it is usually because those users are doing something that the rest isn't. For example, they might try to log in to your Jira instance (https://livits.atlassian.net) instead of your help…

There is no need for an automation, you just need to lock the issue for comments and edits. You can do this in the workflow. * Edit the workflow * Select the Closed status * Select properties * Make sure the properties are set to: When a customer replies on a closed issue, it will automatically create a new issue. One…

Hello @Sabrina Boetzkes When you invite a portal-only user, you cannot set a password. The user will receive an invite email that contains a link to set their full name and password. Are you sure this has been done? There is no need to add the user through user management since that will only cost you a license and might…

Hello @aburns Thank you for your question and yes, this is possible. * Create an automation that triggers on an issue transition * Add a new branch for all linked issues * Transition the linked issues to the required status* Or perform another action The automation can look something like this (very basic version) Is this…

@Jack Brickey Thanks for that! Even though I don't have the space to pursue a woodworking hobby, it is still on my bucket list and always soothing to watch. Here are some of the channels that I am subscribed to: * Wood by Wright: https://www.youtube.com/@WoodByWright * Tom Fidgen - The Unplugged…

The best thing is to test it before communicating it to your customers. Use an InPrivate/Incognito browser to ensure cookies won't interfere. Customers (the ones with a customer portal-only account) should never be able to access your products. They will use the help center to access the request types and fill in any…

Hello @Julieta Santesteban The documentation you are referring to is for on-premise installation. Since you are asking about the cloud, I would suggest you take a look at this article: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-open-portal/ Is that what you are looking for?

Hello @Melina RAMPERSANDS Unfortunately, this is not possible. You can add fields but they are added below each other. I am not aware of any marketplace apps that allow you to change the JSM layout. However, you can take a look at Refined or K15t if you want to customize the Help Center layout.

@Jack Brickey Woodworking videos are always fun. Do you have any channel recommendations? 

Hello @David Sunderland Thanks for your question. What I understand is that you have an automation that automatically assigns issues to an agent. You want that initial assignee recorded in a read-only text field on the issue. Here are the steps that I would take: * Create a read-only text field and assign this to the…

Well, you can still connect the two projects. You can use the JSM portals for the functionality that you just described. Then, use automations to create issues in the software project based on the just approved JSM issues. You can link those issues together and keep the customer up-to-date on the development process by…

Hello @[deleted] ! I'm afraid not. What you are looking for is Jira Software which is a different Atlassian product.

I have ran the Working agreements play and that helped a lot. I will certainly look into the other plays to see how we can improve inter-team relationships.

Just got pointed to these again and this seems like a good place to start with my team. 

There isn't much that I can re-watch multiple times. If I do, it's mostly because of nostalgics. * Indiana Jones movies. We don't talk about the Crystal Skull. * James Bond movies * Once upon a time in the west * Sergio Leone Westerns * Harry Potter movies * Lord of the Rings movies Music however, that is a whole different…

Declutter your house. Less stuff is less to clean and less to worry about. This means more time for things that matter like your health and family.

That is good to hear. I guess that Customers are seen as a separate group as well. 

I cannot promise that. With the information that I have, it looks like there will be no issues, but you have to decide if you want to take that risk with your production environment. If you are unsure about the effect a change might have, please create a sandbox environment to test it out. Testing something in production…