Susan Hauth [Jira Queen] Community Champion

Hi Brandt, It's currently not possible to add in different permissions within a single service desk. This can be done by an add-on for Server version but I see you are on Cloud. I would highly recommend you have two different service desks. The SLAs can be copied to the new service desk and a single workflow can be shared…

Hi Mauro, One of the Customer Notifications is "Organizations Added". That will send an email to everyone in that organization when a request is created and shared with that organization. I would disable that Customer notification. (That's what we did) Hope that helps Susan

Hi Dermot, Mine works when I use a script. It's just important that I put the script not as the last item in the post-script events. Where did you place yours? S

Hi Yogesh, You can do this with add-on(s): 1. Jira Workflow Toolbox - Post Function Copy parsed text field. You can copy "Components leaders" to Approvers. OR 2. Scriptrunner - Groovyscript to assign approver's the component lead (sorry, unable to provide the script) Hope that helps Susan

THat's great, and thank Andrew, I would never have know that one!!

The black dots really threw me!!

white and gold for sure

Are you cloud or server?

Hi, Should be very quick. There no built-in delays, so should up in minutes or seconds. Susan

@Thomas Schlegel, I think we need to bring this to Atlassian. I've run out of ideas. 

I"m afraid I'm stumped. What version are you on?

Under Security - Global Permissions - Create Shared objects check who has permission

Did you search shared filters to see if anyone else has been able to share filters? Or is just you?

Yup, and that's why another set of eyes (a community)...helps!!

Admin - General configuration - what is the setting for: Allow users to share dashboards and filters with the public

We were an early adopter of Jira v4.6 in late 2008. It was initially implemented by our development teams, but later that year, IT asked if they could have a "workflow" (aka Jira Project) for their incoming requests. Client Services got wind, and in 2010 we created a portal for our customers that used the Jira Rest API to…

Got 12!! WOOT

Hi Jerry, There isn't any simple way to do it. See this previous community answer: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-change-default-tab-to-internal-comment/qaq-p/56715 You can also vote for it here: JSDSERVER-1733 Hope that helps Susan

Hi, Another stupid question are you sure you are accessing the right permission scheme for this project? Susan

Hi Murthy, That sounds strange. DId you check the project type to make sure it's still "Service Desk"? Susan

Fantastic article!!

Hi Dimitar, Do you mean Request type not issue type? There is an open feature for this with Atlassian: JSDSERVER-4803 Hope that helps Susan

Hi, Any field that you update or initialize after an issue has been created in the portal does not display in the portal. So you can add a field that is visible only on edit and view screens that your team can update. That field will not be displayed in the portal. Susan

Hi Milad, Perhaps you could attach a screenshot? I'm not sure what you are referring to re the issue overview? Thanks Susan

Hi Bostjan. We also track internally by organization and we use tempo accounts. However there is no connection between organization and Tempo account. You could write a post-script that would look at the reporter's organization and update the issue with the correct tempo account. Or put the tempo account on the user's…

Happy Anniversary! I remember attending 2010 Summit and sidling up to the Support Bar for some assistance and who should help me...but Scott! I've been hooked ever since. Keep up the fabulous work, we are enjoying the ride.

HI Jesse, Create a post workflow function on the status(es) where if the comment is made you want it to reset the SLA. Call that workflow transition "Reset SLA". It's only post function is the extensions for service desk (Restart SLA). Add an automation rule when an agent comments publicly, then transition "Reset SLA".…

Hi, If you're an agent you should be able to make a comment in JIra and add in the attachment as part of that comment and make visible to your customer. Susan

Hi, Queues are configurable by project admins, so unless you take away their project admin role, there isn't really any other way to manage. You could look at add-on: Qeueus for Jira Service Desk Hope that helps Susan

Hi Michael, I'm assuming that there must be an automation rule that transitions the request to "waiting for customer" based on comments. DId you look at the log of the Automation rule. It's very detailed. Susan