Susan Hauth [Jira Queen] Community Champion

Hi Johannes, Description is a system field, so it won't disappear. Simply remove the description field from your edit screen. Hope that helps Susan

Hi Robert, You must have licensed these customers somehow. Make sure they don't have any application access and/or are not in the group that is the default licensed group (e.g. jira-users). Customers do not need to be in a group and do not need to have application access. Hope that helps Susan

Hi Demi, There is no way around it if you want to have open sharing, you need a company wide organization. If you are on server, I recommend the app "Extension for Jira Service Desk" which does have a feature that automatically syncs a jira group to an organization. That's what we use. And as long as you don't turn on the…

On cloud, I don't think there is. THere might be a way to create and link a new issue. Then you could use automation to keep the front service desk request updated, while the VSTS issues are worked on. Just an idea

Hi Jason, Nothing wrong with your configuration, it's just that request types are not global items and therefore cannot be migrated from one project to another. I'm surprised there isn't a prompt to change the request type as part of the move step. Wondering why you need these in different service desk projects if you're…

Hi David, For OOB Service Desk, we created a "Time to close" SLA. So it starts when an issue moves to a specific status. In our case "Awaiting confirmation". The SLA Goal is 2 weeks. In 2 weeks, this Time to close breaches. We use the Service desk automation rule, triggered on the breach of that SLA to transition to close.…

Hi Raj, So with this app: Automation for JIra You can set up to run automation on schedule = 1 daily. And use a jql for "End Date" <= now() as your condition, and then transition the issue as your action. Service desk automation won't be able to do that as there are no scheduled triggers. Hope that helps Susan

App: Automation for JIra can do that

Hi Bob, Not sure if you're on cloud or server, but on server you can just drag and drop the reports to move them up and down. Is that what you meant? Susan

Hi Russ, The only way to do that is 1. Customer is not a member of any organizations 2. Customer is a member of more than 1 organization However if they are a member of 1 organization it will default to sharing to that 1 organization and there is no way to configure that at this time. Hope that helps Susan

Hi, Unless you get into some tricky scripting to add in the logged work time from a linked issue. I have fiddled there before, it's not great. :-(

Hi JF, Short answer: No. One must be an agent to log time on a service desk project. Options are give them an agent license. OR spawn off a linked issue into their project where they can log their time. Hope that helps Susan

Hi, We manage that by using the add-on: Extension for JIra Service Desk We have specific fields that we only want our customers to check off, so we use the field visibility portion to manage that. Works great. Susan

Hi Amanda, JIra Service Desk does not distinguish between "internal" and "external". Licensing is sold on the number of Agents regardless of what type of service desk you create. Hope that helps Susan

Hi Laura, I would have to see your SLA, workflows and other activities to make that determination. However, if some other step takes place (e.g. you transition the issue and comment at the same time), the SLA might not recognize that as a straight up comment, rather might be looking at the transition (change in status). So…

Hi Laura, That is correct. Susan

Hi Laura, Entering status is when the issue is transitioning from one step to another and thus the status changes. Commenting is when one simply comments on the issue. You can comment for a customer - that would mean the agent making a comment, vs comment by customers. Hope that helps Susan

THere is very limited information that changes that you can actually show onthe portal. It's really only the status and comments. The Extension for Jira Service Desk will let you put a few more fields on like Assignee and maybe you could use a fake assignee (level 1, level 2) to indicate it's moving up. As well as you…

Hi Daniel, The view of all requests on the portal is quite limiting. There are some open requests with Atlassian to improve such as sorting and adding custom fields. Extension for Service Desk add-on will allow you to make some changes to that list. Your second question, would be to perhaps add in some more status/steps…

Hi Mitch, The automation portion of Jira Service Desk has a lot of options. You can trigger on issue create, look at key words or other releveant info in the issue raised and then send an email response. All in one Automation step. Hope that helps Susan

Hi, So assignee's are only single individuals BUT you can use a group name and attach it to a group email address if you're trying to do that. You can use the OOB Automate for JSD to assign an issue to your correct group. Perhaps using component or request type. If you need the apps guys to see only their tickets, then you…

@Michele Marques, Happy New Year. As part of our 2019 AUG planning we are considering doing an AUG up North near your area. We don't know much about venues but if you could email us at susan.hauth@atlassianusergroup.com we could discuss some ideas.

You're welcome. I know it's confusing when the same word is used for 2 different purposes.....

Hi Bojana, If by "Participants" you are referring to the field type "Participants of an issue" this is a completely separate and different field from "Request participants" which is ONLY for Jira service desk customers that have been shared for that request/issue. Participants gets populated when someone comments,…

Hi Jake, We have many organizations and grappled with this and the only way we did it was with Extension for JSD. The only way I know how to do it OOB is to provide separate service desk projects per organization. Susan

Hi Jake, The same app can also hide fields by group if that helps. Susan

Hi Jake, At this time the only App that allows request type hiding is Extension for Jira SErvice Desk. Recommend it highly. Susan

Hi, Try the pie chart gadget on the dashboard and use watchers. Not sure it will work OOB, but it worked for me but I have the watchers add-on. Cheers,

Alright, so next question. Maybe its specific to the email app. We use Outlook. What do you use?

Can you paste a screenshot of those above issues of the view issue Curious