Susan Hauth [Jira Queen] Community Champion

Hi James, Yes that should work but it will not restart automatically. So it will start the first time the comment is made and stop the next time a comment is made. but then if a third comment is made it will start again. The SLA cannot stop and restart on the same action and there is no restart without a plugin. So not…

Hi James, You can do it with an SLA and automation. Make a SLA that starts when an agent comments on the issue and ends when there is either an assignee, transition (what ever is supposed to happen). SLA is set for 3 days. Add automation - when the SLA is breached for that SLA alert user (or send email). That's what we do.…

Hi Antonio, Currently only 60 mins before, 30 mins before and breached are supported in both jql and SLA Automation. I have had situations like this and I end up setting up multiple SLAs to time those other situations. So your management one runs 24 hours ahead (or 24 hours less time) than that of the resolution team. Not…

Hi, This is something I wish for as well, but is currently not available. It's strange that you can disable Organization setting but not Customers. There is suggestion raised that you might want to vote and chime in for: JSDSERVER-5463 Hope that helps...Susan

Hi Michel, THis is a highly voted feature request with Atlassian: JSDSERVER-1708. Please vote. Susan

Hi, At the moment it can only be configured with one email address. Vote for this issue: JSDSERVER-798 OR what I did was used an automation rule to look at incoming emails and based on the jira group that the sender was from, I changed the request type. Hope that helps Susan

Hi Antonio, Can you elaborate? You can add automation when SLAs are about to breach or are breached, and they can send emails to your customers or send alerts to users. Is that what you mean? Susan

Great, please mark this as resolved (little check mark)

HI Deborah, Under Project Settings - Notifications - Edit - Issue Created. You can fully customize that response. Hope that helps Susan

Hi Stefan, There are some plugins (jira scriptrunner, jira workflow toolbox) that have post functions where you can automatically create an issue in another project. Hope that helps Susan

If I could chime in. You can individually hide attachments from end customers, by adding them in on the Jira side per issue. The default when adding attachments to a Service Desk issue in JIra is "internal" view only. They can be shared with the customer by adding a comment and referencing those attachments.

Hi Jeanne, THat is not currently possible. However you could via automation or a post workflow function generate a comment so the customer is aware the issue has been approved. Hope that helps Susan

There are some bugs around sharing. If your user has been renamed. If you are sharing someone else's issue to yourself.

Hi Rosa, They will be able to see the entire article in a pop up window in Service Desk. But any links to confluence will not work. Susan

Hi Ramya, A dashboard gadget is your best way to get a list of labels based on a specific jql. You can use the labels gadget or the issue statistics gadget. Hope that helps Susan

Hi Mukesh, Hooking in Confluence as a KB for tips is the best way to get more extensive help. However you can also embed links into the portal announcement area as well as configure links at the top of each request form and even into the field descriptions on the forms. Hope that helps Susan

Hi Henriette, It's true that only the icon shows in the request view not the actual name. I'm surprised that a tool tip doesn't even seem to work. There is an issue raised for this that you might want to vote on. JSDCLOUD-4803 Interestingly in the my requests view, if you hover over the icon, the request name will be…

Hi, Glad I can help, could you mark this as solved (little check mark). Thanks...Susan

Hi Priyanka This is a much voted feature request JSDSERVER-357 Please vote. Susan

Hi Mariusz, Funny, that's one of the most voted feature requests in Jira (to reduce the influx of emails) and something which most people have found a major plus in Service desk to combine the emails into a single one. Sorry, I do not believe this is something you can change. Other than maybe not turn on all the customer…

Hi Lindsey, Your question isn't quite clear. Did you add the component field to the create issue screen? And not sure if you're referring to the assignee of the issue or the workflow status of the issue? You seem to be mixing up terms. Perhaps if you can clarify we can provide some assistance. Susan

Jira Service Desk - Enable Knowledge base feature

Hi Todd, I recently configured this on our Server version. It required the JWT post-function plugin. It seems that there is no way to ping the approvers directly from service desk, so I did it form the jira side. I created an SLA to time the approval wait I added a workflow step (to itself) in approval status that "Pings…

Hi Dean, You could link your service desk issues to your dev project issues. JSD Automation supports transitioning on linked issues. Does that help? Susan

Yes they will be if the customer is the reporter.

Yes just ignore the ugly warning message. We had to do that as well. Please mark as answered if happy (little checkmark)...

Hi Paul, If only the alerts are going into your service desk, then all the customer notifications can be disabled. With the exception of resolution, an notification will always be sent out (hard coded into Service Desk). Hope this helps Susan

Hi Max, Regardless of the Channel, the requests will still be visible in the service desk. Are you experiencing something else? Susan

Hi Rosa, Your portal-only customers do not need access an atlassian id to see the Knowledge base articles from WITHIN Service Desk. Which will display the top 3 best matches with a short article. To navigate to Confluence, they would need an atlassian id. JSDCLOUD-4901 is one of the issues dealing with this request if you…

Hi Oron, In the workflow, in diagram mode only. Click on the Transition. A checkbox " Show transition in the customer portal" will be displayed. If you check that off, the transition will be visible to your customer. Hope that helps Susan