Susan Hauth [Jira Queen] Community Champion

Hi Kris, You can use the automation in JSD. You can look for a word in the summary and then "send email". That send email will only go to the customers involved in the request. I assume you are talking about customer notification? If internal notification then the JMWE app will do that. Cheers Susan

Hi Chris, THere is no override, they are separate from the JSD Automation. So I have a mix of JSD Automation and Automation for Jira items set up in my instance. I just pick whatever works best for the requirement that I have. If you have any trouble setting up the slack automation, let me know if you do decide to purchase…

Hi Daminda, We also have workflows with multiple approval steps and use multiple fields for each of those approval stages. So once you have your new custom second approval field created (type user picker). Go to your workflow (diagram mode only) and click on the status/step. Check off "Add approval" and then hit the…

Hi Chris, We finally gave up on using the Automation native to JSD. We purchased Automation for Jira app and it's fabulous. We use that now for any slack notifications. Hopefully the native slack webhook will get fixed up in the upcoming releases. Cheers Susan

Hello, Unfortunately Queues can only be modified and created by Project Admins or jira administrators. There is no security, permissions on a per queue level. Hope that helps Susan

Hi Josh, The Approvers selection is ONLY available in the Customer Notification: "Approval Required". Tricky... Hope that helps Susan

So glad to hear that Jeanne.

Hi, I think you need to get creative with your workflows. Maybe consider automatically generating sub-tasks for some of the steps and then put conditions on the parent issues that it cannot complete till the sub-tasks are done. There are a lot of ways to crack this one. Cheers Susan

Hi Hannes, That is currently not possible. THere are a couple of suggestions raised with Atlassian, that you can vote and comment on: https://jira.atlassian.com/browse/CONFCLOUD-30161 https://jira.atlassian.com/browse/JSDCLOUD-4901 Cheers, Susan

Hi, JSD doesn't support hiding of fields. But take a look at Extension for Jira Service Desk. That's how we did it. Susan

Please vote for this suggestion: https://jira.atlassian.com/browse/JSDCLOUD-1733 - Make Internal Comments the default comment type

Hi Miguel, If you want to measure each of those 10 states, then 10 SLAs. They can be shared by issue type so not 60. I think you're confusing JQL with the SLA itself. The SLA defines the start and stop and pause parameters (statuses, resolutions, assignee). Once you have that defined. Then you use the JQL for the goals.…

Hi Miguel, I think you might be confusing statuses and SLAs. Probably what you should do is have 2 SLAs: 1. Data Input 2. Pre-Payroll Processing Each of those SLAs would start when entering into the status and end when leaving that status onto the next steps (whatever they might be). That would then measure them…

Hello Dan, Yes you can have as many Jira Service Desks as you like and customers that only use the portal (Service Desk) do not consume a license. Each Service desk supports it's own unique email address. Let me know if you have any further questions. Susan

Hi Paula, So that is working as intended. If no customer request type than one cannot view it from the portal. Try putting the field "Customer request type" on your Edit screen. You should be able to edit it when an issue is raised via Jira vs the Portal. Hope that helps Susan

Hi Jennifer, Go into the Request Type - Workflow Statuses. If you make the Status Naem to show the customer the same name for different statuses then notifications won't happen. For example statuses In Progress, With Operations and In Development we call them all "In Progress" for the customer. We move them around so we…

HI Florian, Please accept answer if you're happy with the answers. Thanks

Hi Bob, THe customer request type will not be set if an issue is raised via Jira vs the Portal. Have your agents use the "Raise a request" form the sidebar vs create from Jira to avoid the problem. Susan

Hi Martin, Did you look at Automation for Jira? I know I can do that type of functionality by putting a scheduled trigger in Server Version. Not sure about Cloud, but I would think this would be your best bet. Susan

Hi Florian, Use the Service Desk Automation. Trigger is "comment" made, and then you can specify that it's a customer vs an agent. And then the action is Transition an issue. We do it all the time. Susan

Hi, That would be highly unusual for a custom field not to be in the list of custom fields. All fields are in that list, even some system ones. Can you send a screen shot? Susan

You are welcome

Hi Shubham, Start of year takes the current year and starts from Current Year-01-01. If you want to go back further you can use created > startOfYear(-1) for example to go back to 2018-01-01 Hope that helps Susan

Hi A Z, In order to modify options for a custom field you must be a jira administrator. You can then navigate to the Custom fields, and select "configure" for the field you want to update. Hope that helps Susan

Hi Tania, We are heavy users of Service desk both for external customers and our Internal IT Desk. But we are server only. Happy to chat Susan

Hi Alison, There is the labels gadget that you can use on the dashboard. Then select the Project. That will show you all the labels in that project. Cheers Susan

Hi Jason, So you cannot stop notification when a request is resolved (resolution set). That is hard-coded in service desk. Re the customer visible status notification, there should be a disable button on the side of the notifications list. Hope that helps Susan

Hi Jeffrey, Take a look at this add-on: Proforma https://marketplace.atlassian.com/apps/1215833/proforma-forms-custom-fields-for-jira?hosting=cloud&tab=overview It might meet that requirement. Susan

Hi Heino, I would look at the Tempo Timesheets app - Account management. Cheers, Susan

Hi Bhavik, Not out of the box. YOu can look at app " Automation for Jira" which will allow any amount of time to be put in for breaches. Cheers, Susan