Susan Hauth [Jira Queen] Community Champion

Hi Graham, We do that using post-workflow - Create and link - Jira Workflow Toolbox plugin. But other plugins work as well. Trickiest part is setting the Request type.

Are you cloud or server?

Hi Mr. Snrub, Internally when we are transition issue to "resolved" or "awaiting confirmation" we copy the comment to a custom field "Reason Closed" and show it on the view screen. However that is ONLY for viewing the issues internally. It's to help our agents quickly see how an item was resolved. Cheers Susan

Hi Melanie, Unfortunately, although it's highly desirable and has many votes, Atlassian does not support create linked issue from Service Desk to Software projects Here is one of the issues tracking this request: https://jira.atlassian.com/browse/JSWSERVER-13625 Susan

Hi Kevin, In your Jira Service Desk project - Settings - Customer Notifications. All sorts of things you can customize. Here's the Documentation: https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html Susan

Hi Pallavi, Unfortunately JSD Server out of the box doesn't support customization of email or alert internally. We use Automation for Jira by codebarrel for SLA breaches. We can send to email, slack and customize it. We can do any SLA breach (not just 30, 60 mins). Hope that helps Susan

Hi, I would suggest posting in our jobs and careers discussion group https://community.atlassian.com/t5/Jobs-Careers/gp-p/JobsCareers Susan

Happy Anniversary Community! For those who were around 2 years ago for the pilot...WOW... you've come a long way baby! Keep up the good work

Hi Lars, In our server instance, as long as the request has been shared (e.g. via an organization) with another customer, that other customer can transition someone else's request. You could restrict that with conditions in the workflow to say only the reporter can transition for example. Cheers, Susan

Hi Anthony, You did not indicate, server or cloud, but I think it's fairly similar. On Server, what we do is set up as single organization and put all our customers in that single organization. Then under Customer Permissions - Set "who can customers hare requests with" to "Any customer or organization". By doing that and…

Hi Kristian, If your experts are also jira users, you can use "watchers", and @mentions on internal comments. They can be treated as collaborators and add comments, etc. However to assign, transition, public comment they would also need to be agents. Hope that helps Susan

Hello, Internal comments are intended to "hide" all comments form the external customer and the participants. That's the intention of them. So answer is No - the participants will not receive any notification of internal comments. Hope that helps Susan

If a user only belongs to one organization, than the default is that the issue is shared with that single organization. Internally we set up so that all our users are in one organization. But that might not work for you.

Hi Dan, You need to look at "Customer Permissions" and see what you have it set to. If you want it wide open choose any of the 2 options below. Hope that helps Susan

Hi Joann, That type of automation does not automatically exist. What you can do (and what we do) is add in an SLA that starts when the status goes to Waiting for customer. SEt it for 30 days. Then you can use the breached SLA trigger to transition the issue to closed. Otherwise you can look at app: Automation for Jira…

Hi Jacqueline, In order for a customer to see others in their company you must create Organizations and then add your customers to their organization. Then in Customer Permissions in the project set the "who can customers share requests with" to "Other customers in their organization". That will allow visibility of the…

@Jack Brickey , Oh great...so this feature has finally made it into JSD Server (v3.15). We are on version 3.9. @Miguel Belen , The app Extension for Jira Service Desk is a paid add-on. But looks like if you upgrade your JSD version you can get that ability in native JSD.

Hi Miguel, If you're on server my understanding is that is not available at this time. Hopefully a future release. We use the app: Extension for JIra SErvice Desk which has a post function feature where you can set the SLA to a date/Time. Hope that helps Susan

Hi Rohre, So when you create a request using the sidebar option in the service desk, that uses the service desk portal form which may differ from the jira create screen. You can choose a request type which is essential to that request becoming visible in the service desk for your customer. Always use that create form when…

Hi Tracy, If an issue is raised in Jira and there is NO Customer request type, that issue will not be visible in the portal. As an agent, you can change the reporter to be your customer as well, so that they can see their issue, Hope that helps Susan

Hello Kristine, Welcome to the Toronto AUG. Yes myself, Danny Zuccaro and Kamal Sondagar (Toronto AUG Leaders) will all be at Summit. Stop by the Community booth and ask if anyone has seen us. AUG leaders will be lurking around the booth often. Many of our members are also going to the Summit. Use the Atlassian event app…

That's the only way I know of currently. Maybe someone else will have a better idea. We do reward the users that directly raise the issue with a higher priority. :-)

Hi Andy, Our agents forward the email to the service desk and then they go into the issue and edit the reporter, the request type. And then they make a comment which then links in the reporter to the request. Hope that helps Susan

Hi Graham, We did manage to put a workaround for linked issues on the portal screen. We use a short text field (called linked issues) and remind them to put it in the format KEY-999. Then on create, using the app "Jira Workflow Toolbox" in the post function we use "Create Issue link" and specify the Issues at destination…

@Danielle Mather Do you have any examples of those articles? They could be misleading, so would be good to see them. In our organization we use a user property to tag issues coming in by department/office. You can still use this jql on any reporter: Reporter in organizationMembersof("name of org") And that will work across…

My cat regularly sits on my laptop when I'm not looking. HE has managed to open several 100 tabs on the browser as well as once he managed to make my entire screen display rotate 90 degrees.

Hi Danielle, Organizations are ONLY for Service Desk projects. So they won't ever be displayed in a software project. Susan

Hi Jill, Not to overload you with answers, but the organization set up is a little limiting. You could look into using Issue Security. So all issues are shared with the organization but then the issue security only allows the reporter and X-group, role to see an issue. The X-group or role, being your super users. Hope that…

Hi Mao, So you cant' do this out of the box that I know about. We manage this by keeping the Manager of our users as a property on each of our users. It's really handy for setting approvers when the employee is requesting something new. We use workflow post function - Jira Workflow Toolbox - Read User property and we set a…

Hi Gil, When the customers are resolving the issue, check that workflow transition. If it's assigning the issue to the reporter or the agent, then yes that will be a problem as that goes against the setting. For properties there is no way to make them conditional or bypassed. Susan