Susan Hauth [Jira Queen] Community Champion

Hi Abeesh, Users must be in the Service Desk Team role and/or must be granted a service desk license in order to view the queues. Susan

Hi James Yes you are correct. Request types are unique to the service desk project. Susan

Hi James, I too am wondering why you can't have multiple service desks? However, you can also look at this app that allows you to hide request types by jira group: Extension for Jira Service Desk Hope that helps Susan

Hi, 2 ideas: 1. Use service desk automation to redirect issues as they come in. 2. Look at this app on Marketplace which is exactly made for your situation: Elevator - Smart Issue Assignment Cheers Susan

Hi Suhail, I'm not sure that's a valid reason. Jira scales quite well, and if you get really large there is always Data Centre. You might want to investigate that a bit more. Susan

Hi Gil, ON the "waiting for support" status property add the jira.permission.assign.denied. You only need to do it for the statuses that you want to remain unassigned. For Resolution take the field off the edit screen then it can't be edited. If the resolve issue brings up the resolution field then yes they can set it…

Hello Suhail, Not sure why you want to split your service desk and core on different servers. Jira was made to sit on one server and then collaboration would then not be a problem. Also I believe it will save you money as you would pay for 500 core licenses and then on top of that ONLY licenses for the users acting as…

Hi Divya, You need to look at your permission scheme and the Assignable permission. By default the role "service desk team" will have that permission. If you're going to add more roles, you will want to include those roles into those permissions. Secondly if you want to get more granular you can use your workflow…

Hi Gil, We used to suffer from the same problem of our agents simply using the assign button vs the "accept issue" or in your case "in progress". What I did was added a property to the step (in your case waiting for support). Add this property in the property key: jira.permission.assign.denied Leave the property value…

Hi Rik, Have you granted the user a jira core license? They must have that first before you can invite to the team. When you invite to the team, then Jira will grant the service desk license. Hope that helps Susan

Hi Toby, Always upgrade Core first, then Service Desk. As a seasoned Jira Admin I have to say I never take version X.0.0. Kudos to those keeners who take the first release and find the bugs. So at this point, although I'm salivating over the new features of 8.0.X, I'm waiting until after Summit to upgrade. Cheers, Susan

Hi Gil, At the time that the JSD automation and webhook functionality was put in place, Atlassian and Slack were not partners, anything but. So I was getting no cooperation from either side on this problem. Hoping that will start to change. Cheers, Susan

Hi Vasily, I think Gil and I are really hoping that Atlassian can work with Slack to resolve this problem now that there is a partnership agreement. Susan

Hi Sidhartha, Make sure that you have enabled Customer Notifications - Issue Commented is enabled. Then ensure that your agents are commenting publicly and not as internal comments. Hope that helps Susan

Hi Wayne, There are many different ways to tackle. You could look for key words in your summary or description, you could put a required custom field to capture on the create screen. You can either use a filter with a subscription to notify, or you can use the Service desk automation to alert a user or transition the issue…

Hey Gil, I tried everything to make that slack notification/webhook work in JSD. I finally gave up. Atlassian blames Slack, slack blames Atlassian. Please post here if you get any resolution, maybe with a partnership you will get a better answer. In the meantime, I used the app (Automation for Jira) and it creates…

Hi, This doesn't exist out of the box with Jira Service Desk. There is an app(add-on) that will do it: Extension for Jira Service Desk. Hope that helps Susan

Unfortunately there is no way to add properties to an Organization. So it would be a manual undertaking of keeping the automation rules up to date whenever there is an organization that is not in good keeping or vice versa.

Hi, You might be able to do it OOB. Trigger = Issue Created When = JQL: Reporter in memberofOrganization ("Org name") Then = Send email - You can then customize that email Cheers Susan

Hi Hollie, On Server there is a global configuration where you can turn that off. Go to Applications - Jira service desk - configuration. You will see this:

Congratulations Community. Incredible growth and very impressive numbers. We've come a long way since the somewhat rocky beginning almost 2 years ago! As a member of the Community Advisory Board, so proud to see this adoption of the on-line community. Lots more great new features coming for the rest of 2019. 

Hi Esther, The difficulty is making it trigger on due date. I would suggest that you would need an add-on like Automation for Jira that runs each day, checking on the due date field and when it hits the due date, force a transition on the issue. Then your SLA could start off that transition. Otherwise, I'm not sure how to…

Hi Jennifer, You can't do it with native Jira Service Desk. But the app: Extension for Jira Service desk will let you adjust the SLA to match to a date field (e.g. due date). We use it and works great for setting SLA to match to a due date/time. Hope that helps Susan

Hi Dawn, So your custom field must be on the create screen of the screen scheme for the issue type that is related to the customer request type in order for you to select it. If it is and you still can't see it, then check the custom field configuration to see if there is any contexts on the field. You might need to add…

You know, I thought that about 2 mins after I answered the question. So then the only way I know how to do that is to use the app: Extension for Jira Service Desk - Under Visibility they have an option to hide the portal itself. Hope that helps...Susan p.s. this app is full of great missing features for service desk.

Hi Scott, That shoudl be very easy to accomplish. Just create one request type "Email" and hide it in the request types, Susan

Hi Srinivasan, I think you can only do this with an app(add-on): Extension for JIra service desk. We have the "share with" field now on the creation screen of the portal using that add-on. Hope that helps Susan

Hi Steve, Unfortunately there is no options for the OOB Automation to modify that email. There are add-ons that could help like JEMH, NOtifications for Jira, Automation for Jira. There is a suggestion raised with Atlassian that you should vote and watch for: https://jira.atlassian.com/browse/JSDSERVER-4466 Cheers, Susan

I would look at Jason's answer - Notification assistant for Jira or JEMH.

I second that seems odd? I don't know of any functionality that "hides" the request from the organization based on approvals? It's either shared up front, or at some point onwards, but the sharing is not dependent on status/steps Curious?