Marcus Jones Expert

Certainly, glad I could help!

Hi @[deleted] , I'm not sure if it is possible at this time to pull field data from the form itself in that way. I believe you will need to create custom fields for the relevant form fields and link them. For example, one of your form fields is a radio button and we've named it "Client Type". "Client Type" has 3 options:…

Hi @Ralston Africa , Looks like there are a couple other threads that have already solved this problem. Take a look and let us know if it is/isn't helpful! - Solved: Assigning round robin according to the hour of the... (atlassian.com) - Solved: Assigning tickets depending of the hour of the day (atlassian.com)

Hi @Milan Patel , Not sure what tool you are using but I had a good experience with this help desk migration service: Help Desk Migration Service - Automated Import and Migration tool (help-desk-migration.com) we migrated from HappyFox to Jira but I believe they have a connector for Asana as well. You can pretty easily map…

Happy to help! 

Looking at your URL I think you're in the global settings not the admin settings. The URL for the admin portal changes from <YourSite>.atlassian.net to admin.atlassian.com/. If you select the Cog icon upper right and go down and select User Management under Atlassian Admin. Once on that page you should see "Products"…

Hi @Ben Weisman , Have you checked the product configuration settings? If you navigate to Settings>Products>Configuration and make sure that under Email "Yes, allow all emails that contain a valid issue key to be added as a comment to the issue" is checked. If you already have this set correctly, you may want to consider…

Hi @Bhagya Roy , Are you setting a resolution for the item when it is transitioned to done? In the workflow you could add a post function that sets the resolution to archived when you transition it to done. Then it should filter itself out. ~Hope that helps

Hi @Pedro Marca Huamancha , Welcome to the community! Are you looking for the total number of Agents (Licensed JSM Users) in your account? If so, the directory can be found in the admin portal under directory which will show Total Users, Active Users, # of Administrators. You can also filter by active/suspended/deactivated…

Hi @gregory_wallace , To view the full user list you'll need to be a global admin. The directory can be found in the admin portal under directory which will show Total Users, Active Users, # of Administrators. You can also filter by active/suspended/deactivated as well as role, User access, and Customer access. For your…

Hi @Jakeer - I have a different approach for you. Since we know that when an agent gets assigned to a ticket the agent gets notified (Assuming you have that turned on in your notification scheme), we should create an automation that When there is a new ticket - Check the organization. If the organization associated with…

Nice one @Kiet Ngo , thanks for sharing!

Hi @Jordi Sendra Garcia Welcome to the community! You will first want to create a custom field called "Account Managers" and use a single or multi select dropdown (Depending on if you want them to be able to select one or more than one). You can then add in the values you would like to use for your dropdown options. Make…

Hi @Jyotika Patil , I guess you're asking how to enable that feature? You need premium JSM license and you can enable that on a project by project basis. Navigate to your project settings and then Features. About half-way down that page you'll see a Customer Service section. Toggle the switch to the right of Customer…

You'll need to be a global admin to see/edit those settings. If you can't see the options as I provided in the screenshot below, you'll need to have someone assist you.

Yes, that's correct. If the scope is set only to your one project, your JQL can be written to search for issues in other projects, but it will not return any results outside the scope. You can, however, change the scope in the global admin settings. Those settings are in System > Global Automation. Find your rule and in…

Hi @Aaron McDonald Welcome to the Community! Would be good to understand what you are using for your trigger and actions. Is it a scheduled trigger? If it is, and you're using a JQL query, you'll want to make sure the Checkbox next to "Only include issues that have changed since the last time this rule executed" is NOT…

I had the same issue with an old tenant we no longer used. I had to get back in it and navigate to the DNS settings in the admin portal (admin.atlassian.com/yourtenant) > Settings > Domains. Then completely delete the DNS records to get those emails to stop.

@Annamária SZITÁS - Just create an automation that adds the subcontractor as a request participant. Whatever request they are added to as a participant they will have visibility in. If you have premium, you could also use Organizations to do the same thing. 

Hi @Carla Gonzalez - Are you requiring your customers to log into the portal or is yours open and will accept anonymous requests? If they are signing in, you can check status and last active to see if they have logged into the portal. If you log into the admin portal > Products > Your JSM Site and then navigate to…

And I just realized you are using Work Management. In that case a global admin could edit automations for the project but if not directly added to the project, cannot add/edit/view the issues (Assuming the project access is private). If the automation runs under your account, you may need to check that you have at a…

Hi @Audrey Engstrand welcome to the community! Looks like this is a permissions issue, not necessarily that your date values are incorrect. You'll want to navigate to the project where you are trying to run your rule and then project settings > Permissions. In your permissions settings you should check that the rule actor…

Hi @Jonah Greenberger welcome to the community! I'm not sure there is a way natively to do that in JSM (Someone please correct me if I'm wrong). I actually do the same thing and I handle that with power automate. It is a low code/no code tool that I use to monitor an inbox. When a new email arrives I look for things like…

Hi Lianne, You should be able to restrict that at the project level. In project A you could navigate to project settings > Customer Permissions and edit your channel access to Restricted so that only people directly invited to the project can submit requests. This will cover all channels including portal/email/widget. Make…

Hi @Charlotta Säfström welcome to the community! As far as I know the only way to do that is at the tenant level, meaning this change will affect all other projects using the priority field. Select the gear icon in the top right corner of your screen (Assuming your an admin) and select "Issues". This will drop you at the…

How do we get one of those "rewards" like @Ollie Guan :)

Hi and welcome to the community @Ayushi Patel You'll need to be using Jira Service Management specifically. There will be a few things to do and also consider: 1) You first need to create a JSM project where your tickets will be created 2) You need to make sure the permissions at the global and project level allow for…

Yes that is correct, which could make it quite the task to keep up with that. I am still doing some research to find different ways. Funny, which I see the Blacklist documentation, it should work for your use case, so not sure why that isn't giving you the expected results. 

Hi @Cube One way you could achieve this is by adjusting the Customer Permissions settings in the project settings. Under Channel Access, change the "Control who can submit requests to this project by email, widget, or the portal." If you change the setting to Restricted, only people directly invited to the project will be…

Hi @ayoung You should be able to get those by using the following url: https://<yourinstance.atlassian.net>/rest/api/2/issue/<issuekey>?expand=names Use an issue key from the project you want to clone from/to to ensure you capture the custom field ids. ~~Hope this helps :)