Susan Hauth [Jira Queen] Community Champion

Hi, Did you go to Boards and try and create one and select project and select your service desk project? That's what I did. Cheers

Hi Lee, You can use your JQL ( "Customer Request Type" = <name of your request type>) in the goal portion of the SLA. Remember that you can have one issue but multiple request types for that issue type. Hope that helps Susan

Hi Lee, We have the same. I made an automation rule that checks the type of reporter (in our case I can recognize those that are coming from the monitoring services (e.g. alerts) and then I edit the request type. I also change the priority. You can then change your SLA to exclude that request type. Hope that helps as an…

Hi Farzneh, f you're talking about different instances of Jira yes, you will need to export and then import. If the issues are on the same Jira instance, move will work. I was initially confused by your question. Susan

Hi Gibson, There is nothing to stop you from creating a Kanban board for a service desk project. In fact it's a great idea. Is there some limitation or something you have run into? Cheers, Susan

Hi Jeff, We had lots of problems with this upgrade where the service desk application would become uninstalled. Check - Applications. Susan

Hi Farzaneh, Did you try more actions - move. If you have permissions to move in the existing project A and the permission to create issues in project B, then you can easily move issues. You can also do this in bulk. Hope that helps Susan

Hi Julie, If you use components, you could attach a user as that component lead. You can then add in the notification scheme to notify the "Component lead" on create. The "user" could be set up to be a distribution email list. You can also use automation for Jira to email based on criteria that is in the request. There are…

Hi Joao, The suggestion I was referring to was making a smart form for when someone raises a request via the portal (only). That suggestion does not work when requests are raised via email. Once a request is raised in the portal, the only option you have to communicate to the customer is via comments. So maybe you can…

Hello, Unfortunately that is not possible from within the service desk portal. You can user Extension for Jira Service Desk to make your initial request form a smart form. Hope that helps Susan

Hi Avinash and Robert, Although it's simple enough to make a comment mandatory as part of a transition in Jira for the agents, this is not currently possible within the portal for the customer. Please see this question:…

Hi Chris https://blog.codebarrel.io/synchronize-parent-and-sub-task-issues-with-automation-for-jira-bdcca6c9d453 You need to use the branch rule/related issues See if that blog helps Cheers

Hi Chris, I highly recommend the App "Automation for JIra" that has really good automation to look at linked, epics and parent issues when determining criteria to transition an issue". Cheers Susan

Alternatively, You could just have two different service desks. Cheers

Hi Karren, So you would need to put your 3rd party support agents in one group, and then your regular agents in another group. You would then define security levels for 3rd Party and For the internal. You will need to determine and set security level for each issue coming in based on some criteria (organization)? Custom…

I tested trying to add a comment both from Jira and from the portal. In both cases the comment option was not available

Hi, I just tested this out on my Jira. And it worked perfectly. On status "Closed" add property: The property looks like this:

Hi Rickie, The option to comment internally/publicly is ONLY available on Jira Service Desk projects. Regular Jira software/core projects do not support that functionality. Susan

Hi Karren, Absolutely you can do this on Jira Cloud: https://confluence.atlassian.com/adminjiracloud/configuring-issue-level-security-776636711.html Cheers

Hi Alyson, We maintain a property on our users ("Office") and then when they create a request in the post workflow function we copy that Office Property to field Office. So we always can track what offices are raising what issues. Cheers, Susan

Hi, I followed the link and maybe that property doesn't work. See this: https://confluence.atlassian.com/jirakb/how-to-deactivate-comments-for-closed-issues-648217599.html?_ga=2.140725362.1789039137.1568638276-593356607.1541103302 JIRA 6.1.x Add the property jira.permission.comment.user and make the property value false…

Hi, Jira multicascade custom field is only select lists. You can't mix and match. You could look at app "Extension for Jira Service Desk" which allows dynamic fields on the Portal. Hope that helps Susan

Agreed

That is correct

Right!

Hi Diana, Keep in mind that there is organization that is attached to an issue and there is organization that a user is a member of. You can use jql to distinguish: reporter in organizationMembers("") to get all the issues for reporter who belong to an Org vs Organizations = <name of the org> to get all the issues that are…

Hi, You need to be a project administrator or jira administrator. Workflows and how to mange are explained here: https://confluence.atlassian.com/adminjiracloud/working-with-workflows-776636540.html Cheers Susan

Hi, If all you do is assign an issue then no, there won't be a customer notification. You need to make that assignment part of a transition to a status so then the reporter will be notified and/or generate a comment for the customer. Susan

Hi, In the customer notifications in Service Desk project admin, check to see that the reporter is selected for each of the different notifications

Hi Bryn, Consider the app "Automation for Jira" which can be triggered on a SLA and send an email to assignee, project role etc. Susan