Susan Hauth [Jira Queen] Community Champion

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Hi Christie, Go into the project admin, look at the workflow that is associated with issue type "Support". Look at the conditions on the "buttons"(Transitions) that are no longer visible to you. Susan

Hi, But shouldn't your reports be excluding closed issues? Here's the documentation on properties: https://confluence.atlassian.com/adminjiracloud/workflow-properties-776636709.html Susan

Hi Christie, So either your role changed in the project that no longer allows you to transition issue, or your permission changed so you are no longer able to transition issues or your workflow changed and has conditions that does not allow you to transition. Hope that helps Susan

Hi Amer, Why do you want to assign issues that are closed? That would be my first question. Generally that means the request is completed and no more action? But if you did want to assign, this is probably being blocked by a property on the workflow that prohibits edits or assigns on closed issues. So you would need to…

Hi, Take a look at Extension for Jira Service Desk. They support dynamic forms. Susan

Hi, You could use the Automation function to add a comment to the request. This will then display on the portal as well as notify the user. Susan

Hi Phillip, We use the User properties to define the Employee's office and manager. We use post functions to grab the reporter's properties. The Office property goes into the field Office. The Manager field is often used to populate the Approver field. Hope that helps Susan

We ended up reverting back to dashboards to consolidate multiple project queues.

Hi, Unfortunately the Visibility options is ONLY for Server version of this App not on the Cloud version. Susan

The best meal I had was a 50 cent plate of pad thai at Bangkok's floating market, that the woman made on her dugout canoe! 

Hi BillA, We too had the same challenge and we use scripts that set the approvers and then remove the reporter from that list of approvers. I'm still puzzled as to why Service Desk won't look at multiple conditions in the approval transition. It had seemed straighforward to me just to add "except reporter" to the…

Hi Brian, You cannot have multiple assignees in Jira. But you can create a user e.g. Team1. That Team1's email would be Team1@xxxxxx.com which is a distribution list. So they are all notified. Hope that helps Susan

HI Brian, You would need to create a user that is tied to a distribution list of the team and then use automation or project defaults to assign to that user. Hope that helps Susan

Hi Steven, Although Jira has really good audit under activity/history tabs, the only way to see when something has changed in your issue is by the field "updated" which you can place on an issue navigator. Hope that helps Susan

Then you're stuck! :-)

Then the request cannot be approved/declined. You can still have workflow transitions that the agents can use to move past it. 

Hi Ryan, As long as other customers are added as Participants and as long as each customer notification is set up to notify "Customers Involved" then notification will be sent. Keeping in mind that a participant can choose to opt out of notifications.

Do you have any automation on Issues created? Are they failing?

Hi Parth, Did you look at the Email Log Applications --> Email Requests --> View Log. IF there are any Failures they will be in there. Cheers Susan

Hi Claudia, I would look at every project role, and group that you have defined in the browse project permission. The users must be seeing the project via one of those groups or roles. Susan

Hi Jeff, The issue ID is not something that can be modified, it's pretty fundamental to all of Jira. Why not try adding a label to the issues. You could use your automation to automatically label issues based on a domain email address I believe. Cheers, Susan

Hi, I like app "Automation for Jira". External email addresses can be directly added. Susan

Hi Karren, You can go to Project Settings - Customer Notifications and disable the notifications that are for "Customer-visible status Changed". FYI, no matter what you disable a notification when the request is resolved will be sent out. This is hard coded in JSD. Hope that helps Susan

What version of Jira and JSD are you on?

Hi kasturee, I would go to the Settings - Product - Jira Service Desk - Email requests. THere is a log there. You might be able to figure out where it went wrong. Susan

The "Service Desk customer - portal access" entity refers to whoever is in your list of "customers' for that specific Service Desk. So check your customers list for each of your service desks and you can change that directly.

So you need to review those groups and roles and see who is in there that is not a service desk customer. Because they too will be able to access this service desk.

Hi, You need to look at the Project settings - permissions - browse. See who can view the project. Susan

Are you on Cloud or server?