Susan Hauth [Jira Queen] Community Champion

Hi Patrick, It was a big audit concern for us as well. We used Scriptrunner to set the "Approvers" and the last step was to remove the reporter from that list... What should really happen is that Atlassian should have looked at the conditions on the workflow step for approval so you could just put in there "Not reporter".…

Hi Albert, You can use the Service Desk Automation to send email. You can make it conditional on the organization or some other identifier for that customer. Hope that helps.. Susan

Hi, You have to set the customer permissions in the Project Settings - Who can customers share requests with = "Any customer or organization, by searching in this project". THen when a customer raises a request they will have a share with option at the bottom. If member of only one organization then they will default to…

My advice: 1. Read Rachel's book 2. Start with the stuff that comes out of the box from Atlassian, but don't be afraid to change it to meet your teams' needs. 3. Limit administrators. Too many cooks spoil the broth. This has to be carefully vetted, controlled and reviewed or you will end up with a swampy mess. 4. Avoid…

That's what I was wondering?

Hi Rafael, Robson, In your permissions for your Jira Service Desk, add in the role of "Users" to Browse Project Permission. In the Users and Roles, add your team (developers) into the role of Users. This will allow those developers to collaborate, view and internally comment on those Service Desk issues. Hope that helps...…

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Hi Glenn, Did you grant your Jira software users browse permission in the Jira Service Desk? They will need it to see the issues from that project. Susan

Hi Marek, Are you cloud or server? If Server you can use the add-on Jira Workflow Toolbox that will allow you to update fields in linked issues, same with Jira Scriptrunner. WIthout add-ons I don't think you can do this. Cheers

Hi Malte, Did you grant that user a Jira Software/Core license? If you did they will be able to get Jira. Remove that license and they will only be able to get to Portal. Susan

Floris, You can't even do that in Jira Core, so unlikely to be able to do in Jira Service Desk. Susan

Hi Floris, If you're looking at a queue of issues, just select one of the issues and it changes from list view to issue details view and you are now looking at the issue with all the possible workflow, edits, etc. Hope that helps Susan

Hi mattias, If I'm looking at that the jql looks incorrect. Should be reporter in membersOf("") Susan

Hi, Statuses are global so even if you created a new status from scratch it could appear in another workflow and that workflow can change the name of it. From diagram mode it's very easy to change the name of a global status without even realizing it. Has happened in our shop in the past. Hope that helps Susan

Hi, Yes you could set a condition on the workflow step where the resolved date is <= -10d. I found out the hard way that the conditions set on the workflows do actually transpire to the portal. Hope that helps Susan

Hi, Then I suggest you look into Filter/subscriptions. That's what we do. Cheers....Susan

Hi Henrik, If you are server there are some good add-ons for reminders that you might want to investigate. Cheers

Hi Kalpa, In Jira Notifications (not JSD Notifications), you can send to "Component Lead" on creation. However you may need to create a user with a distribution list as it only accepts single users for Component leads. Hope that helps Susan

Hi Rasmuss, Only agents can use SErvice Desk reports, but a user with browse ability should be able to use the Created vs Resolved Dashboard gadget against a service desk project. Susan

Hi Henrik, There are a number of ways to resolve: 1. Add an SLA and when it gets to breach, alert yourself 2. Create a filter with a subscription to yourself that notifies you of issues that meets your criteria We use both in our organization... Susan

Hi Jose, Being a jira-administrator doesn't necessarily mean you can see Queues. Queues are ONLY visible if you're an agent for the given project. Susan

Hi Gaston, Found another one that's specific to the missing tool tip: https://jira.atlassian.com/browse/JSDSERVER-1458 Please chime in

Hi Gaston, Weirdly, if you hover over the icon in the "requests list" it will let you know what the request type is. However if you hover over the icon in the request view it does not. There is a feature request for this https://jira.atlassian.com/browse/JSDSERVER-4803 But it's not getting much attention. Wish they would…

Hi Gernot, Not natively is there a way that I know about. If you are Server this is an excellent Add-on: Elevator that will allow you to distribute to teams and see who's on call and escalate and all those good things. Hope that helps Susan

Hi Maykon You can set an automation rule to detect certain keyworks or sender and change the request type on the creation of an issue. Hope that helps Susan

Hi Matt, I would recommend bundling by department. At this time configurations for request types, SLAs, automation (all the Service Desk supported stuff) has to be managed per project. However, Screens, workflows, permissions, notifications can be shared to have some centralization. Hope that helps Susan

Hi, I stand corrected. Just tested it out and my Users can see internal comments when browsing in Jira. So I don't think there is a way to get around this. :-(

Hi, I'm on Server. @Jack Brickey I know you are better at Cloud. Not sure why Users is not a role?

Hi Heike, If you add someone to service desk team and you don't grant them an agent license, they won't be able to do much. What I mean is to do this: 1. Take one of your users say "john doe" 2. Add John Doe to role of Users 3. Modify your permission scheme for "Browse Project" and add role Users Try that out. Do not put…

Hi Francois, Are there new custom fields on the projects? I find that there is latency whenever I've added a new custom field and the first time through it gives me a communication error, but then it processes. If it's not that, perhaps there is a problem with your index? Did you check your system health? Susan