Susan Hauth [Jira Queen] Community Champion

Hi, You did not indicate which platform you are on. If you're on Server - go to Applications - Email Requests. That's where the email for each service desk is configured. Hope that helps Susan

Hi, Check your customer notifications settings. IF the notifications for "Organizations Added" is enabled, then JSD will notify all the members of that organization when an issue is created. We find it spams too much, so we disabled it. Hope that helps Susan

If your workflow is still inactive, you won't be able to add that option in. It must be active and as Olga said part of a Service Desk project.

Hi Stephanie, Only agents can transition issues (update status). Collaborators can only comment internally and view issues. You can expose workflow transitions in the portal for customers to transition so effectively "update the status", Conditions on workflow transitions are observed when exposed to the portal (so you can…

Hi, I think you will need to put 2 approval workflow steps in order to accommodate because your list of approvers is different. Hope that helps Susan

Hi Gary, I assume you're talking about kanban/scrum boards? Visibility to those boards is dependent on the underlying filter for the board. So if you configure your board, it will have a filter. If you edit the permissions on that filter, you can restrict to a group, role, etc. Once you have done that, any user not in the…

Glad it helped, we had the same issue and resolved as per above!

Hi Shannon, Do your service desk customers belong to a group? If they are only added as customers in your Service desk, and are in no other groups, they should not be able to see any internal projects? Do you think you could share some screen shots of a typical customer, their groups and then share your permission scheme…

I also see that although your status is "Closed" your resolution is "Unresolved". If your SLA is to stop based on the resolution then that could explain why it did not stop. Please look at your workflow to ensure that the resolution is set in the post function when transitioning to Close. Hope that helps SUsan

If they "@" someone who has browse permission to the project and is NOT a customer only, then yes they will receive an email. So other agents or collaborators will receive. You must also change the Service Desk global configuration. If they are @ someone who can view the project and is also a customer they will not receive…

Alert User rule was intended to notify agents, collaborators not customers. So the automation rule utilizes the inherent comment notifications for Jira (not service desk customer). So the only way it can trigger an issue commented event is to actually place an internal comment into the issue. IF you want to notify your…

Hi, So you should be able to use advanced JQL. For security level, the field is "level" in JQL. So you can specify level = "Security Level" Hope that helps Susan

Hi Krystian, That is tricky and I have not seen anything OOB to handle. DId you look at this app: Elevator - Smart Issue Assignment Susan

Hi Katherine, What I would do is when the agent "Accepts the issue" from after it's opened, then create a transition screen with the additional fields in that screen (required) for the agent to fill out. Hope that helps Susan

Great, can you mark this question as answered?

Alternatively you can disable the "Added Organization" customer notification so that you don't get email spamming to everyone in the Org when the issue is created.

Hi, That doesn't seem to make sense. A customer can only see a project if they are in the role of customers, or added to customers. Perhaps you can paste the following: 1. Permission schemes for project A, project B 2. Roles for Project A, Project B 3. List of customers in Project A, Project B Susan

Hi Chris, I'm going to suggest you raise a new question and tag it with scriptrunner, so the scriptrunner experts can take a look. Susan

Hi Chris, This was a bug in the 6.4 (or around that) version. That is no longer an issue after version 7. Are you able to upgrade? Susan

Hi Renan, With this particular plugin, I've always found it best to upgrade it first in my test system, then test everything and then upgrade in production. I have had problems with dynamic forms on an upgrade as well as some features like resetting the SLA. Eventually they will work, but I have had to work with Deviniti…

Hi, Sorry, I missed the part where you want to do this automatically. So depending on how your workflow is set up this could work. In the JSD Automation in the condition use jql: status was in ("name of previous status") then use trigger to select the correct transition for sending back to that previous status. Hope that…

Hi Janice, Yes you can. The SLA provide a full JQL to define the criteria. You can use the jql: reporter in organizationMembers("") Put the organization name in the quotes. Hope that helps. Susan

Hi Jason, I think the cleanest and best approach would be to add in another workflow step. Open --> Acknowledged --> Accepted (Assigned) And then your SLA can be based on transitioning to Acknowledged. Susan

Hi Shani, Are you cloud or server? If you have server, (might work on Cloud too), there is an app called Jira Misc workflow extension. IT has a condition called "Previous status Condition". So basically you put in several transitions "returning from customer" but with different previous status conditions and then that…

Hi Jeff, The queues are pretty limited. You can certainly add into the jql for each queue (assignee = currentusers()), but the whole list of queues will display. If you're trying to segregate your agent teams, maybe use dashboards instead of the queues. OR should your service desk project be split up into several projects…

Hi John, We recently had a similar problem. I raised it to Atlassian support and eventually we found it was due to an old custom filed with multiple contexts and the way the contexts had been applied on JIra 4.6 (yes we started there), it had messed up the custom field and that led to the transition failing on the portal.…

Hi Orlando, Are you in Cloud? I may need to refer you to someone when it comes to URL changes. Susan

Hi Aleksander, If you have project admin or jira admin rights, you can adjust those items in blue (just the bottom 3). THose are workflow transitions and whomever has created your workflow has ticked the box to allow these transitions to appear on the portal. So you need to edit your workflows in order to control which…

Oops....got the wrong tag...I have updated it thanks...

Hi Orlando, You can only have one portal, BUT you can add customers to one project and not another, and then they will ONLY see the project where they are a customer. Emails are configured by project. Hope that helps Susan