Ivan Tovbin Expert

Hi Bojana, JSD has its own mail handler (mail processor). You can't really configure it to use a custom regex to split text from incoming emails. The mail handler you have configured is for Jira, not JSD, that's why your JSD emails are not affected by it. You can't configure a custom mail handler for JSD, not without…

Hi Jordan, You can't just set a random value like "Unconfirmed" or "Automatic" to the 'Assignee' field. Thing is, the 'Assignee' field is effectively a list of user objects, so you have to either select a user object as its value or set it to 'null' (which is displayed as "Unassigned"). That said may I suggest a slightly…

Hi Celik, If you just need the difference in days, then the script is rather simple. Create a scripted field which will be used in your issues to display your days difference. Assuming you know how to look up your custom fields' IDs use the below script for your scripted field: import…

Ok, let's try this again. Create a scripted post-function on the transition which you want to generate a comment using the code below. I'm going to assume that this comment should be posted on behalf the user who triggered this transition (e.g. the supervisor?) import com.atlassian.jira.component.ComponentAccessor def…

Check out this nifty little trick.

It is my understanding that the issue you want your comment to copy to is linked to the source issue, yes? Also, every single comment should be copied? If that is the case, then the algorithm is pretty easy: 1) Create a custom listener that would trigger on 'Issue commented' event. 2) Write a logic so that only specific…

Hi Gareth, If I understood your requirement correctly, then components might be the solution you are looking for.

Hi Kai, Unfortunately out of the box Jira can't edit 'Organizations' field neither through workflow post-function nor through standard automation. However Automation for Jira can easily do it.

Hi Suzanne, Glad I could help. A piece of advice if I may. For performance sake you might want to add a resolution check to your JQL to make the list of returned issues as short as possible so that the script doesn't go through a ton of issues while checking the current issue against them.

To check JSD mail log go to Administration -> Applications -> Email Requests Also, can you check the inbox of the email assosiated with your project's email channel? Does it happen to contain three copies of your customer's emal?

Hi Dave, What does your email audit log say? Who is the creator of these issues as per issue history? Are there any automation rules or scripts in place that could cause this behaviour? Also check the timing on these issues, are they created at the same time?

Hi Larry, An interesting problem you've got there. I'm afraid however that you can't configure JSD mail handler so that it rejects all incoming emails unless they are a part of an already active issue. What I would suggest is to modify your solution a bit, to make it cleaner. I can see a couple of options here: 1) Instead…

Hi Tim, Let me try to clarify this. First off, custom field declarations use custom field IDs to find relevand custom fields so make sure your are using IDs and NOT field values: def fieldB = cfMgr.getCustomFieldObject(12303 as Long) def fieldC = cfMgr.getCustomFieldObject(11302 as Long) The above code stores your…

This is odd, it should work as is. But ok, let's change something. Try this: import com.atlassian.jira.component.ComponentAccessor import com.opensymphony.workflow.InvalidInputException import com.atlassian.jira.issue.search.SearchProvider import com.atlassian.jira.jql.parser.JqlQueryParser import…

Not out of the box, no. I suppose some 3rd party addons can probably do something like that.

It's already there by default.

If you want an agent to share a request with someone, they can add that someone to 'Request Participants' field. You can go even further and share a request with a whole Organization, by adding an organization to 'Organizations' field. In effect, the 'Share' button that a customer has on the portal is that same as 'Request…

If I understood your issue correctly you want a report, that would show you your work during the past month (not past 30 days!) and which would also auto-update on the first day of every month, right? If that is the case, then I would suggest setting up your report to show past quarter by day (or week) BUT in the report…

I don't quite understand from your screenshot what seems to be the problem?

In JSD cloud every 'Service Desk' type project comes with a cloud email channel pre-configured that uses a default email address, which looks like 'projectKey@yourCompany.atlassian.net'. On top of that you can add a custom email channel that uses a different address. To remove an email channel (project default or custom)…

Hi Denning, Go to Administration -> Issues -> Permission schemes and select a permission scheme you need. From there your can grant a permission to different user groups/project roles/single users etc. So among these grantees you will find 'Service Desk Customer - Portal Access'

Yeah, that also can be the reson for this. Even if you have all your customer permissions set up right, if the copied person doesn't have access to your project (by not being a registered customer for example) then he won't be added to issue's 'Request Participants' field.

Hi Sven, Here's a quick rundown of what you need to set up an approval: 1) Your issue needs to have a 'User Picker' type field to pick the approvers from. Make sure it's populated (manually or otherwise) BEFORE your issue enters the aprroval status. 2) Add and approval status (create a new one, or convert an existing one)…

Hi Brian, That's most likely because your customers don't have sufficient permissions to share their requests with other customers. Go to Project Settings -> Customer Permissions to check that. You can find more information on configuring your customers' permissions in this documentation. Also check out this documentation…

Figured it out, so feel free to ignore this question.

Hi Nadica, Indeed, the way you are trying to set the value for 'Watchers' field seems to be the problem here. Assuming 'issue.getCustomFieldValue(sourceField)' returns an 'Application User' object, try this: def watcherManager = ComponentAccessor.getWatcherManager()…

I suppose a more flexible solution would be to run a JQL search inside your script and then check the current issue against the results. Please note that if you want to use quotes ("") inside a String definition, make sure that you place a backslash (\) before them, like so: String sampleString = "project = ITIM AND…

Hi Suzanne, A scripted validator seems to be the solution here. But before you begin make sure that: 1) You have a screen attached to your "Resolve issue" transition. 2) That screen has your Start Time, End Time, and Root Cause Owner fields in it. Next, create a scripted validator using the below code and add it to your…

Hi Sam, The reason why you can't switch your email channel to another request type is most likely because that request type does not have both 'Summary' and 'Description' fields. Those two fields are the minimum requirement for a request type to be eligible for linking with an email channel. More info on configuring your…

Hi Eleanor, That's actually quite possible. Create a date/time type custom field and add it to the request form on your portal. You can even go as far as making it mandatory for your customers, so that every time they raise a support ticket they'll have to fill this field out before they can submit their request. More info…