Ivan Tovbin Expert

Ok. I am going to assume that you know how to look up the IDs of your custom fields and custom field options (for Field C). The code for a post function on issue's 'Create' transition would look something like this. Please note, that this post function should be placed AFTER 'Re-index an issue to keep indexes in sync with…

Hi Tim, Please correct me if I got this wrong: Field A = Issue Type field Field B = Company name custom field (I'm going to assume that it's a text field, as I don't know exactly how it's populated. Sadly, I'm not familiar with Insight for Jira) Field C = tempo accounts custom field. Since (from your description) it's a…

Hi Tim, Can you be more specific as to when you want this to trigger? Is it a workflow post-function or you want this to trigger whenever you edit the values for fields A and B? Also what is the field type of your custom field? Does it have predefined values (checkboxes, radio buttons, select list, etc.) or is it a just a…

The most obvious solution is to get a workflow post-function to do it. And since post-functions that come available out of the box are very limited in their functionality, I would recommend using an addon, to expand available options. Either Scriptrunner or JMWE.

Hi Dyelamos, Thanks for the reply! I actually managed to figure it out on my own. In the end my solution now involves two post-functions: 1) The post-function for the original issue, which creates the clones and also puts the original issue's id into clones' custom field (id 13802). 2) The post-function on 'Create'…

So in effect, regardless of what email your customers are writing to, their replies end up in the same service desk (project)? If this is the case then does it really matter from which of the two email they recieve your notifications? In any case Jira can only send notifications from one email address per project and can't…

Hi Guillermo, If I understood your question correctly go Project Settings -> Notifications and change this email to the one you need:

Hi Heike, I'm afraid that standard JSD automation can't add values to the issue's 'Organizations' field. On the other hand, Automation for Jira can easily do it.

For created and resolution dates I'd use setCreated(Timestamp created) and setResolutionDate(Timestamp resolutionDate) methods of the MutableIssue interface. As for SLA fields, I'm not so sure. Not very familliar with JSD Java API

Hi Nik, The easiest way is to set up a static text for the whole portal for a given project. To do that go to Project Settings -> Portal Settings. Note the 'Introduction text' field and enter your department description there. Then head to your Customer Portal and see if that's what you need. If you want to set up your…

In that case you might wanna consider Automation for Jira addon. It gives you MUCH more flexibility.

Hi Ralph, As per this documentation the default priority scheme cannot be edited, only associated with projects. Also, as unfortunate as it is: "Priority schemes are not available for JIRA Service Desk projects." As for other project types (Software and Business) check out the documentation I linked.

Hi Heike, If you want your customers to be able to see the requests that you have made for them in the second project, they HAVE to have access to the second project through the portal. However, you can restrict their ability to create requests in the second project through the portal. To do that: 1) Go to Project Settings…

That's odd. Could you describe your use case more thoroughly?

I suppose your best option is to create an automation rule, which will trigger on issue creation and set this field value automatically, so you won't have to worry about it.

Because your internal ticket is missing a value in its 'Request type' field (see my previous comment).

If you create a ticket internally through JIRA and want it to appear on customer portal, you need to fill this issue's Request Type field with valid customer request type:

To make all your issues display on portal you need to make sure that: 1) Each issue type within your project is mapped to its own customer request type in Project Settings -> Request Types 2) All issues have their respective 'Request type' field set to a matching customer request type depending on their issue type Could…

Assuming we are talking about a 'Service Desk' type project, if you want an issue that has been created through JIRA channel to appear on customer portal, make sure its 'Request type' field is set to the corresponding customer request type that matches your issue type. You can configure your customer request types in…

Hi Aaz, The default available post-functions are of very limited functionality. I'm afraid you'll need a 3rd party addon, like JMWE, ScriptRunner or Jira Workflow Toolbox.

Hi Lauren, Check out this KB article.

Hi Dmitriy, If I understand you correctly, copied emails are not set into the 'Request participants' field of the issue? For that to work you need to check Project Administration -> Customer Permissions -> Who can customers share requests with Bear in mind that if your service desk is not "public" (i.e. only customers…

For service desk, check Project Administration -> Customer Notifications. Also, this might be connected to this bug.

Hi Simon, You need to set up another service desk project and configure its customer permissions so that anyone can raise requests in it. That way you'll have one "public" service desk which will be accessible by anyone and multiple "private" ones which only added customers can access.

Project Administration -> Customer Notifications

Yeah, try removing those and see if that helps.

For 6.3.5 try changing 'getLoggedInUser()' to 'getUser()' in the 'currentUser' variable definition.

Incidentally, which addon are you using to create this post-function?

JIRA Platform Java APIs DistributionDocumentation JIRA ServerLatest production version All versions (including EAPs) JIRA CloudLatest version JIRA Software Java API DistributionDocumentation JIRA Software ServerAll versions JIRA Service Desk Java API DistributionDocumentation JIRA Service Desk ServerLatest production…

Hi Soren, Assuming {User_how_causes_the_transition} is always the name of the current logged in user and {Custom_Field_ID_1234} and {Custom_Field_ID_5678} are values of respective custom fields, the code should look something like this: import com.atlassian.jira.component.ComponentAccessor def cfMgr =…