Susan Hauth [Jira Queen] Community Champion

I'm stumped. Let me escalate internally.

However, did the completion of the time to respond happen in the last 7 days. Try expanding your report out to months and see what you get.

Hi, Do you have any where the time to first response has completed? Use jql "Time to first response" = completed(). Because if it's still running, I don't think that report will pick it up. Susan

Great news. Please "accept answer"....

Hi Nina, Each group of customer has their own service desk project. That way they can't see any other customers' issues. That's one option. Susan

Hi, I think it's limited to these markups: https://jira.statpro.com/secure/WikiRendererHelpAction.jspa?section=texteffects Susan

Hi Irina, So it's not the status field it's the resolution field that determines if a request is in the open or close list. If the resolution is empty it's open, otherwise it's closed. The way to resolve is to edit the workflow and the post function to not set the resolution when moving to status Done. However, you want to…

Hi Sean, I actually attended one of those first AUG events in the Scotia tower many, many years ago. When the Toronto AUG went dormant, I volunteered to reboot it 5 years ago this month. I now have 3 wonderful co-leaders and we are holding events monthly. We would really like you to come out and join us at one of our…

Hi Dena, In Jira it's not possible to display a different name for a field name. Jira will always show you the actual field name as set up in the custom fields. Susan

Hi, Under Project Settings - Customer Notifications - Disable the "Organizations Added" notification. That is what is spamming everyone in the Organization. Hope that helps Susan

Hi, If you look in your queues do you actually see issues that have a value in the Time to first response? In your report What is your time period. The default is Past 7 days, perhaps you don't have any current issues? Susan

Yes I believe so. I would test it out on a test system if you can.

Hi Fahad, If you didn't create those groups, then they are there for a really good reason. Susan

Hi Fahad, You seem to be raising a lot of questions here. Can I suggest that perhaps you do a little reading on the Service Desk documentation, it's quite comprehensive and easy to understand: https://support.atlassian.com/jira-service-desk-cloud/resources/ Here's a good blog on Sharing customers:…

Hi Nina, For a "customer" to transition issues, view queues etc from Jira they must be an agent and consume an agent license. However, you can use issue security to hide issues by groups of people. https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html But that won't hide internal…

That's the way service desk works. You can make the reports internally and export them and then maybe send them to your customers. But you can't use the filter/subscriptions.

Deleting the jira-adminstrators group would be a very bad idea. 

Fahad, Keep in mind unless you grant jira licenses to your service desk customers, you can't send them filter/subscriptions anyway as those are intended only for jira licensed users. Hope that helps Susan

Hi, How did you set up your customer permissions? Go to Project Settings - Customer permissions. Then look at each of the requests and see if these reporters have actually shared the issues with others. Hope that helps

Hi Fahad, Absolutely. In fact you can probably renew for a couple of free trials before having to commit. Susan

Great. Canyou accept the answer

Hi, Do you think you could past in your calendar and SLA rules so we could help figure it out? Susan

Hi Rae, Do you have an example of that notification. I did not think that Jsd did do a notification for removal of an organization? Susan

Hi, If there was a jql that could capture this, you could use automation for jira. Looking at scriptrunner there is a function to get a count by reporter (reporter.count('jbloggs')). https://scriptrunner.adaptavist.com/4.3.6/jira/jql-functions.html I'm a server gal, so not sure if that's avail on cloud. Susan

Hi Alexander, I don't think this is possible. You could try creating a dashboard with a gadget that provides a count of the number of tickets created in the month, broken down by User. Hope that helps Susan

Hi Naveen, Here's the documentation: https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html Susan

Hi Naveen, Customers should use the Participants in the Portal to manage "Watchers". It effectively does the same thing. Otherwise they must have an agent license to manage watchers in Jira. Does that help? Susan

Hi, You could also consider 30 different portals (Service desk projects), that way they get their own email address, SLAs, etc. Susan

There are several plugins that have "fields" required in the validator section.

Hi, A customer fills out a request type. A Request type is configured to map to an issue type. THere can be many request types to a single issue type. The idea is to give flexibility in the portal configuration to have many different types of request types without having to configure around many issue types. A bit more…