Susan Hauth [Jira Queen] Community Champion

As a Jira admin "With great power comes great responsibility". :-)

Hi @Jack Brickey As an admin, you don't need to be in the default security type, so they can be hidden to you. But you are correct as an Admin, you could always add yourself into that security level. Cheers...

Hi, It's true it's not a normal jira field. It's been answered here on how to find the value based on SQL: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customer-Request-Type-in-Jira-Database/qaq-p/744707 Hope that helps Susan

Hi Teordor, I would look into using Issue Security: https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html You could set a default security level that doesn't include you but is inclusive of the HR department. Cheers,

Hi Angela, You could also create an SLA that tracks how long it's been unassigned, and then when it breaches use the automation to alert those users. Cheers Susan

Hi, THere are a couple of apps that can do that: 1. Proforma: https://marketplace.atlassian.com/apps/1215833/proforma-forms-custom-fields-for-jira?hosting=cloud&tab=overview 2. Extension for jira service desk: https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview Cheers…

Hi alvin, One simple way would be to keep the requestor's manager in a user property, then just copy it to a field. I've done that in the past. Susan

Hi Ruben, Under Visibility - Fields in Project Settings. Put the field on the create screen and then use this to hide it... Cheers,

Thanks Rodolfo, we'll be sure to present some more information on this new partnership at our next AUGs.

Hi vatsal, We do something similar in our service desk, but we use the properties of the user. We have a property "Manager" for our users which contains the AD/username of each staff's manager. We then use a simple post function (add-on Jira Workflow Toolbox) that reads the property of the reporter and writes it's value…

Hi Jason, What version are you on? The Approval buttons, came in version 3.12 https://confluence.atlassian.com/servicedesk/jira-service-desk-3-12-x-release-notes-946615993.html Cheers

Hi Krishna, How is the comment in the service desk issue being generated? I too ran into a problem that if I add a comment in a post workflow function to service desk, that service desk customer notifications do NOT recognize that as a comment and will not send out a notification. The service desk customer notification for…

Thanks Miles, for sharing those extra links. That's great!!

Hi Jennifer, This blog may be of interest: https://www.atlassian.com/blog/it-teams/crm-jira-cloud-close-customer-feedback-loop-sales-support-development Cheers, Susan

@Ganishka Bakshi how did it go?

Thanks @Jack Brickey

HI Nicola, I think there are two issues that you are addressing. First of all if you have the Customer Notifications - Organizations Added notification turned ON, then each time a request is created and shared with an Organization, everyone in that Organization will be emailed. We turned that off as we found it too much…

Hi Cathy, Yikes! Now depending on your SLAs if they weren't based on request type, and were based on priority or other factors they shouldn't be messed up. I think you're into a manual restore and repair. Set them up again. Then you may need to bulk edit old issues with the customer request type that is missing. But first…

HI Markus, Did you go into the configuration of your board to see it there are any unmapped statuses. They won't show in the columns unless they are mapped. Susan

That's fabulous. Please let George know that Danny, Kamal and I are happy to share any advice or tips as fellow Canadian AUG leaders

Hi Ian, Welcome. There have been some attempts at setting up a user group in Vancouver. How keen are you? Would you be interested in looking into being a leader? Re your very interesting question, we use the archiving plugin on our server in Confluence. I would suggest you post this question/discussion into the Confluence…

Hi Henri, We too have a similar set up in our organization. We have an internal IT service desk and we have many external customer service desks. But it's not a problem, our customers are only customers in our external ones (sometimes one of them and sometimes two of them). And as long as you create them as only a customer…

You can jql request-channel-type = jira

And vote for this feature: https://jira.atlassian.com/browse/JSDSERVER-4258

Hi Nick, The actual approval buttons have to be added to the Approval notification. Go to Customer Notifications - Approval Required Insert variable - Approval buttons

Hi, You can edit your issue type scheme and remove an issue type, but you may get prompted to move any existing issue to a new issue type. Susan

Hi Matteo, I too would like that feature. However does not seem possible at this time. Please vote for: https://jira.atlassian.com/browse/JSDSERVER-4782 Cheers Susan

Hi, Once email is turned on for a service desk it can't limit who can use it. However, the service desk automation could check who the reporter is and perhaps transition issues that are not from a certain group to cancelled. I don't believe that's quite correct re the turning on of the email. Service desk customers…

Hi Vincent, Canned responses are available to all agents of a service desk. At this time there isn't any permissions around canned responses. That's a good feature request if you want to raise it. Susan

Hi Brandt, Via the automation you can create linked issues form new requests. See this blog: https://confluence.atlassian.com/servicedeskcloud/blog/2017/12/automatically-create-linked-issues-from-new-requests You can also update issues based on a linked issue update via automation. Hope that helps Susan