Susan Hauth [Jira Queen] Community Champion

HI, Did you look at "Update when a linked issue changes". That's the closest on for JSD Automation out of the box. If that doesn't work I highly recommend the app Automation for Jira. There is a free lite version as well as a paid for version. It will be able to do that. Cheers,

Hi Javier, That is not automatic. You would need to either configure your workflow withe post workflow functions to transition linked issues, or use JSD Automation or the app "Automation for Jira" to automate that behaviour. Hope that helps Susan

Hi Maxime, Did you look at the Automation in the Project Settings of your service desk. You can look for key words on the creation of an issue, and then do any number of actions from that. Susan

Under Project Settings - Customer Notifications. You can customize these notifications, enable and disable.

Hi, So if your customer notifications are set up to notify all customers involved, then participants will be notified.

Hi Ryan, What do you mean "pull up"? Susan

Hi, No there is no alert to let them know there have been updates. :-(

Hi, We have a similar situation. For your service desks, just focus on the customers. Add your staff into the Customers in the service desks, and then the default permissions (Customer portal access) will be correct for create, browse, etc. Sending via email vs logging into the service centre is the same permission. For…

Mahesh, I don't see a screen shot? Can you attach? Susan

Hi, I don't believe that there is a feature like you are describing for notification. The only notification is via email as set up in "Customer Notifications". You can configure webhook notifications via the Automation set up in Jira service desk. Hope that helps Susan

Hi, Would it be possible for you to paste a picture of how your SLA is set up with your different calendars. I'm not sure if it's entirely possible for you to do what you are trying to accomplish. In your goals part of the SLA I think you would have to try and write something into the JQL like Created >=Startofday(+9h) and…

@ahmed.i As long as you don't enable the notification "Organizations Added" then there won't be any notifications to people in the organization. Cheers,

Hi Kara, Not out of the box. We use a custom field "Resolved by" and we update it with the current user in a post workflow function when the issue moved from In progress to close. Susan

Hi Lewis, I think that Altassian wanted to ensure that at a very minimum a reporter would know when their request was resolved. Annoying yes. If satisfied with my answer please "accept" Thanks

Hi, Another app is JMWE - Jira Misc Workflow Extension. It has a post function: "Set issue security level based on current users' project role". We use this feature quite heavily to set security levels. Hope that helps Susan

Hi Lewis, In Jira Service Desk, even if you turn off all the customer notifications, when an issue is resolved (resolution field is set) it will still send out a customer notification to the reporter. I do not know of any workaround for this hard-coded built-in feature. Hope that helps Susan

Hi, I did vote for it. However, at 4 votes, this is not going to bubble to the top of Atlassian's priority list. Susan

Hi, That's the only valid workaround I see is to add more approval / decline steps. :-(

Hi Milan, It would be absolutely visual. You just need multiple approval / decline steps. Each one gets recorded as to who approved it and who declined. Susan

Found it..already raised in JAC... :-( https://jira.atlassian.com/browse/JSDSERVER-6325 - Make approval step to respect workflow conditions

I use JWME quite heavily as well. But it was the fundamental conditional verification on the approve/decline step in JSD that seems to be hard-coded to ignore any other conditions.

Hi Shawn, Except the Approve/Decline step do not look at other conditions that you add into the transition. Unless they fixed that in a later version of JSD. Early on I tried adding in "except reporter" condition to approvals as I didn't want the reporter approving their own request even if they were in the approvers…

Hi, I would suggest making multiple approval steps. Approval Step 1, Approval Step 2. Same with Declines. So if it gets approved and moves to the next approval step, you could use scriptrunner to remove the last approver from the list of approvers so now Approval Step 2 is less approvers. Same with Declines. Susan

Hi, Under Customer Permissions, Choose "Other customers in their Organization". If a customer is not in an organization, they won't be able to see other customers. Hope that helps SUsan

Script runner (Server) has a feature to convert/copy a select list to a multi-select list

Hi Juan, In a short answer "yes". Jira Core and Jira Service desk are tightly integrated and they must be updated to versions that are supported by each. Susan

Hi Agustin, When the ticket is raised is the "Customer request type" filled in? Susan

Hi Dan, There are post workflow functions where you can read the user's properties and place them into a field. Look at Jira Misc Workflow Extensions OR Jira Workflow Toolbox. That's how we manage. Susan

Hi David, You will need to edit the workflow. Then add a new transition that goes from Closed to closed. In the post function of the workflow transition, you need to open that and add another option. "Called Update value". In there you can set the Resolution field to be "Closed". Update the workflow. Then you will need to…

Hi, In Jira a case is closed when the resolution field is set. Likely in your workflow you have not set the workflow to "Closed" or "Done" or something to indicate it's no longer open. Now that you have issues in status "Closed" but the resolution is not set, you are likely going to need to add another workflow step from…