Susan Hauth [Jira Queen] Community Champion

Hi, If you are on Server, then add-on: Extension for Service Desk may be able to help with that. Susan

Hi, The closest search would be using Scriptrunner "IssueFunction" that has advanced jql. I don't think it will display the linked status but you can filter on issues where the linked issue has a status = X. Hope that helps Susan

And the automation rule is enabled?

Hi, No global setting to disable automation rules for Service Desk, they are done by each automation rule (which can be enabled/disabled). Do you want to paste your automation rule into here so we can take a look? Susan

Hi Rudolf, Jira natively comes with time tracking. You may need to turn it on and give permission for agents to log work. If you want this to be more sophisticated to track by Accounts, you can look at Tempo Plugin. Hope that helps Susan

Hi Matthias, I can only suggest that you create two statuses (Pending - external reasons, Pending -Internal reasons). ANd one pauses, the other doesn't. Or two different SLAs (one for external reasons, one for internal reasons). At this time there is no other options on setting the pause on the SLA. Susan

Hi Anooj, YOu will likely need a plugin. I would suggest: Insight Hope that helps

Apologies for the really ugly formatting...

So here's the basic of our post-script that sets the approvers field based in our case Field "office" import com.atlassian.jira.issue.MutableIssueimport com.atlassian.jira.issue.util.DefaultIssueChangeHolderimport com.atlassian.jira.component.ComponentAccessorimport com.atlassian.jira.issue.ModifiedValue /** * Script that…

Hi, Your workflow scheme shows "draft" have you published it? Susan

Hi Julian, Although this may not work for you, we use scriptrunner to set the Approvers group on creation. So we look at fields (in our case their office) and then use a script to set the Approvers group. THe key for us is in the script we remove the reporter from that list of approvers as we had to stop reporters from…

Hi, Please add your vote for JSDSERVER-4580. THis is currently not possible. Susan

Hi, At this time each request type must be configured individually, which means setting up the field as required for each request type. Hope that helps Susan

Hi Pete, Yes, it seems to be a missing feature. I did find this: JSDSERVER-4903 Which I think is the crux of the problem.... Susan

Hi, Via jql, I'm not sure this is possible. You can use this jql "reporter in organizationMembers("")" to find out all the users who are members of specified organizations, but that still isn't giving you quite what you want. Otherwise the Customers view by project does show open and closed by Organization. Hope that helps…

Hi, Well you may be able to manage that as long as you don't make any of the fields that are on the jira create screen that are not on the portal a required field. You can choose the fields from the create screen fields to show on the portal only when you are editing fields for the request type. Hope that helps Susan

Hi Gareth, Not really is the short answer. Just confused as to why you would want the fields on the service desk request but not the create screen, and why use the create screen at all. We discourage and often just shut down the permission. Susan

Hi Richard, Check the permissions and ensure the service desk team can "modify reporter". Susan

Hi Kirill, I too tried out plugins, webhooks out of the Service Desk automation to notify slack channels. All unsuccessful. Jira and Slack do not play well with each other. I will watch this issue to see if anyone else has had more success than you or I. Susan

Hi Sarah, Perhaps you could be more specific? THere is a lot of customization availble in the edit field portion of the request type configuration. Susan

Hi Pizarro, Out of the box, belonging to an organization as a customer allows you to access all the service desks where that organization exists. I too faced this issue. If you are server the "Extensions for Service Desk" will allow you to restrict access by a jira group (which is what we are doing). Hope that helps Susan

Hi Heike, Not out of the box with Jira service desk. However the add-on "Extension for Service Desk" works beautifully. We use it. Susan

Alternatively, in the automation you could send a formatted email to your customer.

Hi Ben, It's important to note that Service Desk Customers generally only receive Service Desk Notifications which are configured separately in the "Customer Notifications" section of project settings. Your screen shot shows only Notifications which will only apply to users who have at a minimum browse permissions to the…

Hi David, Only Agents can do that.

Roman, Can you paste your SLA and your automation rule in here

Hi Roman, What is your sla set up like? Maybe it's being reset when you update or comment on an issue? Your log should not be empty, every issue where it meets that criteria of breached timer it should show an entry that it either fired or didn't fire? Susan

Hi, Did you check the log of the automation rule to see if maybe a criteria wasn't met? Susan

Hi Roman, The triggers is simple, 30 minutes from breach, 60 minutes from breach. Then try using "Alert User" as the action item. That will notify the users with an internal comment "This issue requires your attention". Hope that helps Susan

Fantastic Article...Thanks