Susan Hauth [Jira Queen] Community Champion

Hi Rafael, In order for your customers to view any issues in JIRA they have to be a licensed Jira user. Unlicensed Jira users can only access the portals. If you set your Customer Permissions and set who can share requests with "Any customer" then they can be shared. A work around would be to define an organization, change…

Hi, That sounds a bit strange. Are your users set up as service desk customers in the IT Service Desk? How is your "Customer Permissions" set up? Is it anyone can email? As a reporter of an issue they should automatically be able to see their requests unless somehow you have them locked out from the Service Desk? Susan

Hi Pidathala, Extension for Jira Service Desk In their plugin they allow for SEcurity by Field Options which I think would accomplish what you are looking for. If not, perhaps you could elaborate? Thanks..Susan

So I have a pretty regular desk, fairly uninteresting EXCEPT for those who know my Job Title (JIRA Queen), I have one prized treasure, a coaster on my desk given to me by a co-worker.

Hi Tyler, This is service desk right? So a reporter is a portal customer, not sure what you mean by your first statement. When you say notification do you mean a notification from Service Desk or from the JIRA notifications. Those are two different things. If you can provide a little more information or background we can…

Hi, There is a good discussion on automation of closing of issues here: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Auto-Close-Service-Desk-Tickets-With-No-Response/qaq-p/351659 Cheers

Hi Sergio, The emails are set up by project and cannot be shared as currently there would be no way for JIRA to determine based on incoming email what project to send it to. Perhaps you can collect in one project and move to the appropriate one. Cheers,

Hi Holly, There are Automation rules in JSD that will do an action based on the transition of a linked issue. So if you link your software issues to the service desk issue and then look for specific transitions, you can do a number of updates to the service desk issue. If you want to get fancier, and scriptrunner and some…

Hi Yes it is as long as you can identify the customer in a JQL. The JQL will define which customers belong in which Org/group and they would be for one SLA. If you put your customers into an organization then the jql would be "reporter in organizationMembers("Name of org")" Hope that helps Susan

Hi Chiraag, You will need to create a custom report and in the "Filter by" switch to advanced and make the search something like "Summary ~ print" That should do it Susan

Hi Robert, yes you can absolutely do that as well

Hello Matthew, Under Project Settings - Customer Permissions - Who can customers share requests with? The ability to share also is the same as having visibility to those issues. Cheers,

Hi Robert, So we took a different approach. We ask a question on one of the first fields. Is the system down for yourself, one client, everyone. The answer of that I use to set the priority and the next transition step (E.g. entire system down it jumps to the highest tier for addressing). This is all accomplished using the…

Hi Olly, what does the "Show Details" display? Cheers, Susan

Hi Pattie, So you can have multiple Calendars in a single Service Desk. The SLA can then be set up by JQL to detect which issues should go the business hours calendar and which to the non-business hours. Cheers,

Hi Sid, Unless I misunderstood the question, this is how to do it: https://confluence.atlassian.com/jira064/exporting-search-results-to-microsoft-excel-720416693.html Cheers,

Hi Guillaume, That's a bit tricky. First of all even if you turn off customer notifications Service Desk will always notify the reporter when the issue is resolved (e.g. when the resolution is set). So not sure how to get around that. Alternatively you can turn off notifications and then just use Automation to drive the…

Hi Zain, Yes JIRA core must be installed first, then Jira service desk sits on top of it. THe second question is something that perhaps you might want to do some reading /watching…

Hi Stephane, If the person being cc is a customer of the service desk then they show up in the "shared with"/"Request participants" Check out this documentation: https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html Cheers

Hi Joseph, I know of at least two ways this can be done but both required plugins. 1. Scriptrunner - Custom scripting 2. Jira Workflow Toolbox- It has a really comprehensive, easy to use create and link built in. No scripting required. - ONly on Server Hope this helps Susan

Hi Melissa, So a little confused by saying you have a group for a client as JIRA service desk doesn't support groups it only supports Organizations. Currently Service Desk does not support customizations for Organizations, but there is this issue that has been raised JSDSERVER-5107. Perhaps you want to vote and comment on…

Hi Lisa, Currently that is not possible. Please vote for JSDSERVER-4580 Susan

Hi Marcus, Indeed I am after the same thing and currently it is not possible. I raised it up vigorously at Summit. Please chime and vote for JSDSERVER-4901 Thanks, Susan

Hi Adriana, I think there might be a configuration problem with the SLA that you created? Can you edit it and review it to ensure that it's not set up incorrectly? Susan

Hi Brian, Yes it is confusing. Basically you can link 1 space in your confluence instance for your Service Desk. However, that only allows the pop-ups within Service Desk to be viewed. It does not allow access to Confluence itself. Hope that helps, Susan

Hi Adrienn, Unfortunately not and funny you should request as the very original idea for service desk was wanting to hide time tracking from customers. You could look at Intenso - Extensions for Service Desk, but not sure if they support time tracking view. Susan

Hi Pattie, Unfortunately not at this time. Please vote for this issue: https://jira.atlassian.com/browse/JSDSERVER-4037 Cheers,

Hi Chris, You should check the field configuration for the Jira project where you are entering the text. If you put a text in the custom field description that won't necessarily update the field configurations specific to the project. Because you are able to have different descriptions under custom fields by Project by…

You need to buy core licenses and then you buy software and service desk on top of that. If your software users are different from your agents then you need core licenses for them all. If they overlap, then you might not need 600.

Hi, Is there a question here? You can jql on custom fields (e.g. if you wanted to create one for Department). Susan