Susan Hauth [Jira Queen] Community Champion

Hi Mathias, We do show the assignee on the Service Desk portal for our internal IT service desk. BUT it's not OOB, we accomplished it using the plugin: Extension for Jira Service Desk

Hi Dan, We do use jira notifications to notify our team when requests move into their queue. We know that many of our teams do not monitor the queue. We simply use the workflow and use either a custom event or assigned event, and then in the notification scheme just specify the user group or role that needs to be notified.…

Hi Michelle, As long as you treat your staff as service desk customers then they won't have jira access. Make sure they are not in the "jira-users" group which is generally the default group where jira access and licenses are granted. Just add them in as customers either in the Customers section of the JSD OR from the role…

Hi Erik, Have you looked at the Automation portion of Jira Service Desk. You can set up automation rules that trigger on issue created and look for key words in the Summary. You can then up date the request type, fire off alerts or change the assignee, or trigger a workflow step that transitions the issue to your queue. We…

Hi, That does sound strange. Only agents will be able to receive a notification from Jira (vs Customer notifications). Are you an agent on that project? There is another setting that might be useful, but you need to be careful with it. Under Applications - Jira Service Desk configuration, there is this. The default is…

Hi Tereza, You can hide request types from the portal but that's about all there is OOB. If you are on Jira Server there is app that will do that called Extension for Jira Service Desk https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

Hi Norman, This isn't a solution but an agreement that yes, that's the way JSD works. There is no such collaborater only role at this time. Although I think it's a good feature. In fact I think it was raised already and you might want to vote on it: https://jira.atlassian.com/browse/JSDSERVER-4478 Hope that helps Susan

Hi Jan-Peter, How are things? So re your question, are you referring to the customers or the agents? Because if customers, simply disable in customer notifications "Request Created". But keep "Customer-visible status changed" enabled. Hope that helps Susan (your queen)

Bitbucket is my favorite for sure. However the new JiraOps is very cool.

Thanks Shreyas, please "accept the answer"

No Problem Brandon. DOn't forget to mark answered once you get your SLA working

Brandon, I suggest you review this documentation: https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html Susan

You need to have a goal or your Time to Resolution won't show up. 

Hi Brandon, Your resolution condition on start and stop are incorrect and should be reversed. So you should start on issue created OR Resolution cleared. And then for Stop it should be resolution set. Try that Susan

Hi ALvin, That's a different question. So scriptrunner could perhaps help with that. Cheers Susan

Hi Shreyas, THe app is Extension for Jira Service Desk. It's under "Visibility" - Request Types that you can specify which groups have visibility to see request types. Works great Susan

Hi Jason, It's called Bundled fields: https://deviniti.com/support/addon/server/extension/latest/bundled-fields/ It's in the Admin - Add-on - Extension for jira service desk section Cheers Susan

Hi Brandon, Can you attach a screenshot of your SLA configuration for Time to Resolution. It looks like however it's configured it doesn't match to the issues in your project. Susan

Hi Tobi, Again, read my first answer. Create a group of users who are your "assignable users". Go into the workflow step where you want ONLY those users to be assigned at that step. Edit the step properties to be jira.permission.assignable.group and value in the property is your new group. Then you can still use the…

Hi Matt Matt, You could add another workflow step at the approval stage that is a cancel or revert and expose it on the portal. Hope that helps Susan

Hi Alvin, You don't have to use scriptrunner, you can simply set the step property in the workflow to be jira.permission.assignable.group and then the name of the group For more info see: https://www.j-tricks.com/tutorials/permissions-based-on-workflow-status Hope that helps Susan

Hi Tobi, You can restrict the assignee to a group or project role by setting the step properties in the workflow. The property is jira.permission.assignable.group. You can read up more here: https://www.j-tricks.com/tutorials/permissions-based-on-workflow-status Hope that helps

Hi Thomas, From what I read, Jira server alerts in Slack only work on status changes. So if the update doesn't also change the status of the issue, it's a no go. :-(

Hi Pat, Did you look at the customer notification "Organization Added". Does it have summary and description? That is the notification that individuals in the organization will receive. Cheers, Susan

Hi, Try using the trigger "Status Changed" and then in the IF part define the status that it changed to so you don't trigger ON all the statuses changing. Susan

Hi Christine, YOu can do this with Automation. So the Trigger would be Issue Resolution changed. The IF would be jql (Time Spent is EMPTY) and the THEN would be to Alert yourself. OR what we do is add in a validation rule when an issue transitions from In Progress to resolve, we display the TIme tracking fields and then…

Hi Mathias, Yes you can check on group membership as well. The jql syntax for checking groups is: in membersOf Good Luck, And please mark this as answered by clicking on the checkmark!!

Hi Nick, There isn't a way to go back in time that I know of in Jira. However, you say that this is because you resolved the issue remotely? What if you were (as an agent) were to comment in to say the issue was resolved. THen have an Automation rule that looks at the current status, the person making the comment…

Hi Jason, We had the same problem and it was we set up the portal incorrectly. Configuring the Portal make sure the colors aren't the same for Highlights and Text on Highlights and Text. Hope that helps Susan

Hi Mathias, You could use the automation. Trigger is issue created, where user is memberofOrganization (".XXX") then notify/alert these users. The only thing still annoying is that the alert is to only specific users and not to groups, something I'm pressing Atlassian on trying to change. Hope that helps Susan