Ivan Tovbin Expert

Hi Andrey, If you want certain characters to be ignored by the renderer, shield them with a '\' like so: www.url.com/hhh\-\-gg.html

Husband and Wife Texting. This is priceless! :D https://www.youtube.com/watch?v=1rPJcxR2EqM

Hi Gabriel, When it comes to determining if an issue has breached an SLA metric only the last cycle for that metric is taken into account. For example, let's say you have an SLA for every agent response. An agent responded 3 times in an issue. The first two responses have exceeded the target time but the third one did not.…

Hi Sylvain, Unless you want to create every customer account with proper 'Display name' (i.e. NOT their email address) here's a quick way to add alot of customers with a single stroke: Create a list off all your customers' emails with one email per line, like so: user1@company.com user2@company.com user3@company.com…

You can start here.

Yes. If you give your customers sufficient permissions, they can share their requests with other users on their own.

In addition to Thomas' answer I'd like to encourage you to peruse this documentation.

In Service desk projects there's already a field for this - 'Request Participants'. The ability of other users to share their requests with other people by adding them to this field is governed by customer permissions on a per project basis. More info on customer permissions and request participants can be found here and…

Check out this documentation. Additionally, make sure you turn off the email channel (if any) for this project and hide all customer request types from your portal, by removing them from all request type groups.

Hi Jennifer, are there any errors in the browser console?

I suppose you can remove these fields from the Edit screen, which will prevent ANYONE from editing their values. After that create a separate screen and add your fields to it. Then create a workflow transition from a status and make it point right back to that status. Attach the screen you have created to this transition…

Glad I could help! Please mark this solution as "Accepted" if it resolved your issue. Cheers!

Hi Wanda, You'll need a 3rd party addon to achieve this. Something like Secure Fields for Jira or Field Security Plugin for Jira.

Now it's perfectly clear! Ok, here's what you need to do: 1) Create and save two filters, one for issues resolved yesterday, another for issues resolved since the beginning of the month until today. Use these JQLs respectively: resolved >= startOfDay(-1) and resolved <= endOfDay(-1) and resolution is not empty resolved >=…

Hi Jason, can you please clarify what do you mean by "tickets completed for yesterday and month to date". Does that mean all tickets resolved starting from the beginning of the current month until and excluding the current day?

Hi Khyati, I'm afraid that you can only do that in Jira Cloud and not Server :(

Hi Patrick, No, unfortunately you can't do that with basic Jira functionality. However this can be done using a 3rd party addon like ScriptRunner, Power Scripts or JMWE. They allow you to configure a scripted validator that will compare an issue's 'reporter' and 'approver' field values. If those values match each other,…

Hi Akhil, Done! Often posting a lot of code will cause the spam filter to catch the post.

Hi Gianmarco, That's most likely because this field is not added to a screen which is set as a "View Issue" screen for your project. First go to Project Settings -> Screens to check which screen is used for "View Issue" operation. Then go to Administration -> Issues -> Custom Fields, find your custom field and click on the…

Hi Oliver, It is possible. You need to: 1) Create a screen and add "Assignee" field to it 2) Attach this screen to the transition you want to select an assignee at 3) Add a validator to that transition that would require a value to be provided to "Assignee" field during the tansition. Please note that 'Field required…

Hi Maggie, The good news is that you can do that by adding a validator to your 'Create' tansition. The bad news is that you'll need to apply that validator conditionally, and for that you'll need to do some scripting, which requires a 3rd party addon like ScriptRunner or JMWE. Also bear in mind that you have to be VERY…

If by "customer's queue" you mean a list of raised requests on customer portal, then I'm afraid you can't really sort that the same way you can sort agent queues or filters. Out of the box JSD customer portal has almost no customization as far as queues are concerned. I think certain 3rd party addons can expand portal's…

Hi Raaj, Make sure that the issue that has been manually created by your agent has a relevant Customer Request Type set:

If I understood your requirement correctly you want to populate a custom field or multiple custom fields within an issue based on the Organization the reporter belongs to? If this is the case then this can be easily achieved using standard JSD automation. While not the most convinient thing to create and maintain, it'll…

Hi Ekaterina, Can you please be more specific? What exactly do you mean by "synchronize"?

Hi Ben, I'm afraid having issue key in you email subject is required if you want JSD to recognize it as a part of an existing issue. The placement of the key within email subject however is up to you. You can place it in the very end of the subject and it'll still work.

Hi Vishal, Here's what you can do with existing JSD functionality. It's not the most elegant solution, not by a long shot but it works: 1) Create an SLA metric, say 'Issue uptime', and configure it to start whenever your agents post a comment for a customer and end when a customer posts a comment. Alternatively you can…

If you want to remove an account from a project go to Project Settings -> Users and Roles. There you'll find it under "Service Desk Customers" role. On the other hand if you want to delete this account from Jira for good, go to Administration -> User management, find the account you want to delete and click on 'Delete User'

Hi Kai, I can confirm that you CAN set a value to 'Organizations' using Automation for Jira addon. The reason for why this might not be covered by addon documentation is probably because it's very basic functionality of the 'Edit issue' action. Here's a screenshot of this from my instance:

Hi Arjan, Unfortunately there is no pre-defined variable for customer comments, or any coments for that matter which you can use in your notification templates. We've been struggling with the same issue, when we first started implementing JSD in our company. However we've managed to resolve this issue using Email This…