Susan Hauth [Jira Queen] Community Champion

Hi, Jira 7.9.2 and JSD 3.12.2 We use custom request type icons, so that's maybe why they arent' showing up. But as long as the description does, that's fine.

Maybe it's a bug?

Hi, I was curious. I'm on Jira server and I just ran a subscription and my customer request types are fine:

IKR, I generally have a testuser always on the go that I sign in with to see what is really happening. I recommend that highly...just make sure to use a different email from your own.

Hi Adam, Just ensure that don't have your users as customers for the HR one, and it will remain hidden. Hope that helps

Great Chada, if you could accept the answer....much appreciated

Hi Chada, We too grappled with this situation. We didn't want people to make comments on closed requests and then expect support and then the request just drags on forever. So we had 3 choices: 1. As @Peter Bengovsuggested, just halt that ability. BUT we felt our customer would get very frustrated with that. 2. Reopen the…

Hi Constance, Without using an app, you would need to create a new SLA that starts when entering status testing and ends when moving to In Progress. ANd then use JSD Automation for when that SLA breaches to transition the issue. Otherwise look at Automation for Jira or Scriptrunner - Escalation Services. Hope that helps

Hi Sarah, Are you cloud or server? Speaking from Server: You can't quite do this OOB, but with some apps you will be able to do this using Automation. Either you set up an JSD Automation rule based on the value of the option that triggers a transition in your workflow. Then in the workflow transition use a post-function…

Hi Nikolay, Unfortunately I'm on Server and that add-on that supports a post workflow function to read a user property and add it into a custom field does not exist as far as I'm aware. Susan

Hi, That's the only way I've been able to manage it as well is by using the same add-on. But works great.

Hi Alison, Did you look into using Issue Security. You can set a default issue security and say a field for the manager of the individual reporting. Or use a departmental field to sort that out. You may need an add-on to set the issue security, or a manager. Hope that helps Susan

Hi Ian, Does your field configuration say the security level is required? If it's not required, you can remove it from the create screen and then you don't need to set it when you hide it in the request type. Perhaps you could default your security level, I see that you have not selected any of your security levels as the…

Hi Sean, I think you could do this with Service Desk Automation. When (Trigger) is when status changes. Your Then (Action) could either be a comment or send a customer notification. It's all built-in Hope that helps Susan

Hi, Look at bundled fields in Extension for JSD. That should do it. Susan

Hi Nicole, Is the user nweiser a customer or an agent? Because the Alert User only works for agents. Did you check the log for this automation to see if it was "successful"? Susan

Hi Russell, Our company uses Service Desk for some of our customers. But other customers are on Zendesk and moving to Salesforce ServiceCloud. One of the missing features in the lack of a forum, perusal of documentation that is available in both those aforementioned products but not available in Service Desk. Although…

HI, Are the approvers set up as customers of the service desk. THey need to be in order to do approvals. Susan

Hi Abbas, You need to go to the Customer Notifications and enable (and modify if you wish) the approval notifications. The Jira project notifications won't send on approvals only the customer notifications https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html Hope that…

Hi Risk, If the user is already a customer, but not in an organization, simply go to the Organization form the customers and "add new customers" and specify that user. The user will then belong to that organization. You can do that in bulk Your point#2, is true, you can put an issue into an organization even if that user…

Hi Sholom, I too am hoping to do that. I currently hide the tempo account code in the properties of our customers and then populate it as a post function (Copy user property to field). Very maintenance intense. I've evolved this with the help of some complicated coding to look at a Client name (Custom select field) and…

I agree, not natively available, but a great idea. Especially checking KB first. Maybe that could be a feature request for Atlassian

Hi Florian, Not sure if you have access to the workflows, but some workflows will have a property on the step that will not allow assigning. Susan

Hi Florian, You say you are editing the assignee, but more correctly you should use the Assign function located at the top of the issue to actually assign. Is that available?

Hi Kumar, If you're talking about smart forms, no service desk cannot do it out of the box. If you are on jira server, there is an app "Extension for Jira Service Desk" that will allow dynamic forms. I think scriptrunner Behaviours may also support dynamic forms and some other plugins as well. Hope that helps Susan

Hi, We use the app "Extension for jira service desk" that allows you to set up visibility of request types based on user groups. Susan

Hi Bernhard, What is the trigger though on your automation rule? ANd what does it say when you view the automation log to see if conditions are met? In our org, I used the app "Extension for Jira Service Desk". I created a new SLA called "Time to Approve". When the Time to Approve breaches I trigger a workflow transition…

@anthony_butler That's exactly what I was going to recommend. We use the same add-on to set SLA due dates

Hi Andries, Just to chime in to what David said, you can do this in your SLA by using some jql. In the Issues (JQL), just put something like Created >= startofyour period and created <= endof your period, use the goal and set the calendar to your 9-21:00. Put that at the top. Then the next issues put your regular calendar…

Hi Inga, You should be able to do this with Automation. Just use a jql for the IF: reporter in organizationMembers("") Put the organization in the quotes. Then for the "Then" you can change the assignee, or transition the issue to a new queue. Hope that helps Susan