Susan Hauth [Jira Queen] Community Champion

Hello, If you mean adding permissions to request types by customer in Service desk, then no this is not currently possible. Please vote for: https://jira.atlassian.com/browse/JSDCLOUD-4486 You can have different service desks for each customer. Hope that helps Susan

Hi Jason, Your jql may be incorrect. Organization = VIPs means that the issue has been shared with Organization VIPs. Which is not the same as identifying if the reporter is in that organization. If the reporter chooses not to share the request, than the Organization will be empty. Try this jql reporter in…

@Jacek Choroszewicz , SO there is a bug for SLA not pausing on participant commenting: https://jira.atlassian.com/browse/JSDSERVER-3504 And seems like a good idea that Atlassian opened up the ability to add a reporter as a participant in this issue: https://jira.atlassian.com/browse/JSDSERVER-5168 I would recommend you…

Your Pause on "Status: Resolved" and stop on "Entered status: Resolved" is going to cause problems. Since that's the same condition.

Hi Jacek, Perhaps you can post your rules into this thread. Question are you a "customer" as well as an agent? Because your rule might be confusing that and then unable to do the pause. Susan

Hi, That's not available OOB, but it is available with Extension for Jira Service Desk https://deviniti.com/support/addon/cloud/extension/latest/issue-links/ Hope that helps Susan

Hi Renato, You can set a calendar base on business days. Then you can tie a SLA to that calendar. Then you can create automation based on the SLA. Documentation starts here: https://support.atlassian.com/jira-service-desk-cloud/docs/create-service-level-agreements-slas/ Hope that helps Susan

Extension for Jira Service Desk does provide bundled fields, smart forms. But that would all need to be on creation.

Hi Brian, If you're asking about from within the Service Desk portal, then no. If you're talking about a Jira software or business project, than yes. You can define screens as part of the workflow transition and even make those fields mandatory. Hope that helps Susan

@Henrik Sihvonen Automation for Jira is available for JIra Cloud and can automate tasks based on a cron schedule. That might work for you susan

Hi Jeff, In order for you to see the post function event you would need to be a jira admin. How to configure post functions (or even just see what they are) can be found here: https://confluence.atlassian.com/adminjiracloud/advanced-workflow-configuration-776636620.html Do me a favor and try adding yourself to the "generic…

Hi Jeff, Yes I do mean take settings - workflow - edit and then look at the initial create transition. Susan

Hi Jeff, That looks right. The only thing you can do is check that in the workflow when the issue is created, that it's the "Issue created" event that is fired in the post functions. I'd be surprised if it wasn't. Add yourself to that role and try it out. Cheers Susan

Hi Jeff, In your project settings - Notifications - issue created - you could add the internal users you want to notify when an issue is created. That will be a jira notification vs a customer notification. Is that what you are looking for? Susan

Hello, In your customer notifications, in order for an entire organization to be notified, you need to enable "Organizations Added". Hope that helps Susan

Out of the box it will be tricky. But very easy to do with Automation for JIra add-on. 

Hi Josh, You will need an SLA. Susan

Hi, Can you share /paste your jql? So we can see how you are searching? Thanks..

Hi, Due Date is type "date picker" , and your new field might be "datetime picker"? So the options may differ based on that different. But if you're looking for a search that isn't in the pull down selections you can switch to advanced jql. Hope that helps Susan

Hi, I took a look at Automation for Jira App. You do have the ability to edit the issue type so you might want to trial that App. Hope that helps Susan

So the hide is a toggle? It still seems that somehow this user does not have share to the filter. Can the user search for that filter and find it? Are you able to impersonate the user (e.g. thru scriptrunner or other app?)

I'm on version 7.9 that's why I was confused. It took me a while to find the documentation on this new feature. Was added in 7.12.0 (JRASERVER-17783). But what is that "hide" at the bottom? Is that another new option?

Hi martha, I'm a bit confused when you say "edit rights". Only the owner of a dashboard or filter can "edit" the dashboard or filter. Do you have any screenshots? Susan

Hi Kirsten, The system field is "resolved" when an issue is completed (resolution is set). Hope that helps Susan

Hi Charlie, When you say a new ticket is in the queue, do you mean that the issue is created or the issue has transitioned to a new status. Generally you can use the project notifications to notify your agents (role: Service desk team) based on the events in your workflows. So if when an issue is created, your workflow…

Hi Martha, Is the underlying filter in your filter results gadget also shared to that user? Both the dashboard and the filters need to be shared. Hope that helps Susan

Hi Abbi, Unfortunately SLA reporting is limited to only those with an agent license. You can export SLA Reports and share maybe in that manner? Hope that helps Susan

Hi Karren, Did you fully investigate the built in Automation. You can automate comments (which would work as notifications) for all sorts of criteria (issue created, transitioned) and you can use jql to be very specific. Cheers, Susan

Hi Karren, I would recommend you use Issue Security to restrict viewing of issues. https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html Hope that helps Susan

Hi Amer, In the filter for the dashboard report add in the JQL: resolution = Unresolved That will exclude all closed issues Hope that helps