Marcus Jones Expert

Hi Marvin, You need to also set the customer permissions at the project level. In Project Settings > Customer Permissions, The customer sharing should be set to either of the lower two options. 

Hi @Suhail Kazi , There's no way to have them automatically visible from within the other projects other than to clone your issues into the other projects. That means, however, that you will have 2 versions of the same issue. You could link them after you clone them and then set up automations to keep them in sync. Another…

Hi Edward, You can make a simple automation that triggers when a new ticket is created. You'll need to add an If condition on whatever request type you are using for your emails. In my case, it's "Emailed Request". If that is true, then set the request priority to Highest. 

@APREMKU6 - Have you tried creating a group in the admin portal, adding your users into the group and then setting the round robin on the group instead of a user list? I know it shouldn't make a difference but might be worth trying.

Hi @Kristin Iovanni - Welcome to the community! One way you could achieve this is through a simple automation. Use the "Field Value Changed" trigger and select the assignee field to trigger off of. You can modify the "Change Type", and "For" fields to further restrict execution to only the events you want to notify on.…

Oh, and you'll want to configure automatic refresh if you haven't done so already.

HI Daniel, Welcome to the community! Probably the easiest way to share with your "Customers" is to build go to your "All Dashboards" page and select the dashboard you want to share. Then select "Rename or share dashboard". Under the "Viewers" section, you could add your default customers group, which would require a…

Hi Wojciech, I think I may understand your question. Realistically, if you already have your business processes defined and are wanting to lift and shift them into JSM, I think you at least need to be a 6 out of 10 in terms of your understanding of the tools and nuances in JSM. The basics are pretty easy, but running…

Hi Alan, Good is real, and Jira Service Management is good. Thanks!

Hey David! There may be anoter/better way to do this, but I have similar requirements in a couple projects and I solved using the below automation. You can create a scheduled automation that runs every evening at 5pm. You can use a JQL query to pull relevant tickets like only ones that are not closed and/or don't have a…

@Zaldy Parian - how is the field value being changed? Is it another automation you have that is updating that field?

Hi Urmo, You might try using a variable instead. For example, I do something similar, but I am editing the Reporter field, not a custom field. Fortunately for me it is more clear cut since the email is surrounded by **. So I create a variable = FromSender using {{issue.description.substringBetween("**","**")}} and then in…

Hi @Isabel Pietruk - Seems like this might be a bug, I see several community members have been asking the same question for some time. Here are a couple links Replying to email of a resolved issue automaticall... (atlassian.com). Customer continually sends 1 star ratings - potent... (atlassian.com) I would suggest opening…

Oh nice, I wasn't aware of that. THanks @Malina Bičvić

Ok so don't laugh at me when I say this but have you tried ChatGPT? It's hit or miss but I have been able to work through a few things by leveraging it and I know you're at your wits end. Here's an example response (I can't say whether all or some is accurate so take it with a grain of salt) How do I use the smart value…

@alexandra.grudzien Aron is correct, the default data residency location is global. You can however request your data residency be pinned to a location. You can navigate to admin.atlassian.com > Security > Data Residency > Move Product. This will move your JSM, Product Discovery, etc, but will not move any plugin apps. You…

The solution is to add the port 5000 in /etc/squid/squid.conf : acl SSL_ports port 443 563 5000 However, adding to the SSL_Port section is OK, but it means everyone gets access to it. You can restrict even further, so that only a single IP address, or multiple IP addresses can only access this port! Just in case you don't…

Hi Wayne, Do you have the Public Comments Notification enabled under the customer notification settings in your project?

Oh no I missed It!!!

There isn't any native capabilities in Jira at this time that would allow you to accept a SMS message and create a ticket from it. You could use a tool like Power Automate which has connectors to various SMS platforms that could trigger off of a message and then use the Jira connector or API to create your ticket. 

Hi Jyotsna, Thinking about this, one way you could do it is build 2 approval steps into your workflow. For those two steps you can force a user to move it from one to the next and simply add the relevant approvers for each status. So you could create a status "Level 1 Manager" and then do an auto transition to the next…

Hi Victoria, First things first, are all the users you are trying to assign the item to agents in the project? If the project is closed and the access is not set for those users, you won't be able to assign an item to them. 

Hi Robin, I ran into this as well and found that I needed to go and add the user to the project customer list before they would be able to be the reporter. In my case, dealing with external customers it can change so in my automation that catches that. Basically the first part adds the user to the reporter field, and the…

Hi Fabian, Is your Channel Access set to Open? The setting is just above the previous setting I sent.

Hi James, It seems like something has changed. Are you the only admin in that project including Global admins? Some things that come to mind are - Is the Channel Access set to Open? Since this is new I'm wondering if it got set to Restricted for some reason. - Have you checked the logs for the project email address? - Has…

Hi Faroek, You could create a custom field of the type "User Picker - Multiple Users" and it will display all customers to choose from. I use a form, and I create a field in the form which I map to the custom user picker field I created and it allows for a customer to select other customers. * One important note is your…

Thanks @Hannes Obweger - JXL for Jira , I hadn't really thought of using a plug-in for this. I'll take a look, thanks!

Thanks @Kate Pawlak _Appsvio_ , that is what I was afraid of. I think though, using those 3 levels I can make it work.

Also, browsing through the marketplace there are a few plug-ins that may help integrate with google forms. I can't say I've used any of them, though,

Hi Kristine, Have you confirmed there are no length (Minimum or maximum) restrictions and that there are no regex pattern restrictons?