Paul Wiggers Expert

Well, the good thing is, when an issue is Closed, comments are no longer able to be added. This automation will therefore not run on Closed issues. Comments made by "not a request participant", will still be added to the issue but won't be recognized as a comment and therefore, not trigger the automation. 

Hello @CLX Atlassian Admin You are trying to edit a portal only account. Unfortunately, those accounts can only be changed by the portal account itself. The only option you have, is to delete the account. If you need changes to be made to the account, you need to ask the customer to make those changes through the Help…

Well yes, it could be that automations are currently adding comments and those automations could now fail. It also means that Closed issues can no longer be reopened and that follow-up questions should be handled in a different issue. Otherwise, you should be fine. Just make sure to check your automations, communicate it…

Not necessarily, when we create an issue for the customer, we enter the customer's name as the reporter. That means that I am the initiator, the customer is the reporter and my colleague can be the assignee. Let's us first wait on when @Melina RAMPERSANDS wants the field to be filled :) 

@Jack Brickey I believe the initiator refers to the current logged-in user. Otherwise, you would need to use the {{reporter.displayName}} smart value. But I agree, it would be nice to know a bit more about when the field needs to be filled so we can create a matching automation to help @Melina RAMPERSANDS out.

Hello @Melina RAMPERSANDS Yes this is possible. First, create a new, Read Only text field. Make sure it is available on the required screens. Then, create an automation. In that automation you can edit the issue field and fill it with {{initiator.DisplayName}} That should do the trick, please let me know if that works for…

Yes, this is possible and I would suggest you take a look at the API documentation to get this working. First, make sure you have and API key: https://support.atlassian.com/organization-administration/docs/manage-an-organization-with-the-admin-apis/ Use the JSM REST API to create portal users and…

I would expect that you could transition it to On Hold but it might be that there are other restrictions in place. Since there is no other way out of this status, On Hold should be the only option. When an issue is On Hold, it can also, only be transitioned to Deprioritized. If you need other transitions to be possible,…

Helo @Ильин Егор Егорович Unfortunately, you can't make sub-queues. Every queue has a different purpose and you can't order them as sub-queues. This could mean that you end up with many queues for different purposes. It is up to the agents to select (and star) the correct one. As a project administrator, you could lend a…

Hello @Kumaresen Nair Could you share a screenshot with your workflow diagram? Also, please check the Conditions of the transition so see if only certain people can use this transition.

Hello @Kaitlin Madsen , When this happens, it is usually a permission issue. Please make sure that the newly added user is in the same groups as the previously created users. Are those customers you speak of, internal JSM users or are they portal-only users?

Most likely, they have turned off notifications in their personal settings. Have them check Profile Icon > Personal Settings to see if they checked everything that is needed.

Hello Erik, Yes you can. JSM is shown in the language of the agent, that can be set via the agent's profile (portrait top right > Manage account > Account preferences). If you want to change the notifications as well, you can add additional languages to the project. Just make sure that you check the translations. Please…

Hello, I am unsure how this works in the server version but I hope they don't differ to much. We are using an automation to fill the custom fields with the information. We use the Lookup Objects component to get the Assets that we want, then use the {{lookupobjects}} smart value to get the information that we want in the…

Statuses can have three categories. Grey colored statuses are "ToDo" statuses Blue colored statuses are "In Progress" statuses Green colored statuses are "Resolved" statuses The report shows everything that is Resolved (green)

There are two ways. Either add in a step (after the Teams message step for example) that transitions your issue. Or create a new automation with a status change trigger. Since you have created this automation, I am sure you don't need help setting that up. If you do, please consult the Atlassian documentation on…

Ah, that explains it. The automation is triggered when the issue is created. Since a newly created issue has the status "Open", it won't pass the if claused where it is checking if the status is Resolved. So, you either need to transition the issue during the automation. Or you need another automation that triggers on a…

Hello @Aykan Inal Thank you for your question. Could you post the complete automation? It looks like the if condition is not triggering because the condition doesn't match. What do you see in the logs? What happens when you enter an e-mail address as test instead of using the assignee?

I too would like to join the no additional subdomain crowd. If custom domains are possible, then we need custom.company.com. Being able to add additional subdomains would be great though.

Keeping a theme going for such a long time is a real achievement. Keep it up. Personally, I am not someone to go back on past musings. They helped me then, made me who I am today, and are horrible to read with the knowledge I currently have. Sometimes I wonder how I made it this far in life :) 

These are the fields that are required in the form. Unfortunately, the form isn't used when you are submitting an issue through the e-mail channel. Please go to cog wheel > Issues > field configurations. Look for any fields that are marked as REQUIRED and note on which screen they are used. Most likely, there is a field…

I have to agree with @Jack Brickey here. There is a request type that is associated with your e-mail handler that has more required fields than just the Summary and Description.

Hello @Luke Simms It looks like the if/else blocks need something to verify. If it can't find issues, it won't trigger. I played around a bit and got it to work with this: So, first you need to look up your issues with the Lookup Issues action, then perform the checks on those results. An extra benefit is that the required…

Hello All! To be honest, I am just here for the kudos but who knows what this will lead to. * What type of team or company do you work for? I work for a SaaS company that creates digital work orders. I am the team lead of the service desk team and we are always looking for ways to optimize our workflow. * What is an…

The first episode I listened to and wow, great quality and a lot of information. There is nothing a team with conviction can't do. The Concorde story is a tragic one, unfortunately, it isn't on its own. Teams come up with great technology and, by sheer dedication, manage to solve the issues. Allowing humanity to achieve…

Also, please take a look at the Properties of the status in the workflow. It might be that the status does not allow editing.

Unfortunately, it is not possible to modify the default notifications. One way to get around this is to create automations to replace the internal notifications. That way, you can customize them as much as you want. It does require some more work. What kind of information would you like to add to the default notifications? 

The other suggestions work great if the customer already created an issue, or if you need to create an issue for an existing customer. When both aren't possible, for instance when you are "cold e-mailing" a customer, you can use a plugin. We ended up using MailMe. It isn't ideal but it gets the job done. When people reply…

Hello @Aleksandr Ganiyev Sorry, I didn't notice that your question was about approvers. In that case, I would suggest you take a look at this documentation: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-approval-stage-for-a-request/ You need to perform several steps before you can add people as…

Hello @Luke Simms Thanks for this question! It's always fun to come up with some logic to solve a problem (that's the closet developer within ;) ) What you are looking for is something like: * Check daily after automation should have run * Check if there are issues from a certain e-mail address * Check if the issues are…