Susan Hauth [Jira Queen] Community Champion

Hi Mike, It's true you are constrained to a single email address per service desk project. However, there is automation on "Issue created" where you could perhaps change the request type or update a component. Then using that request type/component to configure your queues. The trick is identifying either the reporter or…

Hi Kalpa, In Service Desk Automation, you are restricted to only the options that are presented. Since "updated" isn't among the list you will have to be more creative. You can choose a comment added, or a status change which is about as close as you will get to the update. What is your use case? Susan

Hi Heike, Service desk ALWAYS says it's an error on the permission scheme whenever you make any changes that aren't their out of the box permissions. I dislike this "feature". I close my eyes and ignore it. So what I did was I put my "customers" into the role of Users. They are also still in the Service Desk -Customers…

Hi Heike, We have a similar situation, however I grant the non-agents (customers) browse permission in jira and they are able to filter, view, search all the issues. But as non-agents, they should not be able to see the internal comments. Try that?

What status was ITSM-133 in? Perhaps the transition wasn't avail from the step that it was in?

I get frustrated, because I'm employing so many weird and wacky workarounds to accomplish emails,notifications, resets on SLAs, etc. I have some challenging service desks I'm supporting/implementing

Yup....that's true!! Simpler than the custom email and out of the box.

Hi Gareth, So the user has to pick if they are raising an incident or a request so presumably they already know. I would suggest you make your icons very clear, so there's no confusion for an incident (like an exclamation mark or hazard sign) and the request might be the dialogue icon or light bulb.. The only way to…

Hi gareth, This seems really strange. By definition there can be many request types for an issue type but not vice versa. So how would the request type NOT indicate what type of issue type? Since issue type = Incident could not be mapped to the same request type as issue type = Request? Or am I missing something here? Susan

Alright...I admit...Atlassian is sort of listening. See my latest post....SIGH

@philoye, this is very disappointing that Atlassian continues to remove functionality from Confluence and yet not delivering really desirable new features. Surely the public outcry of the new look has alerted you to the fact that Atlassian is not quite listening or reaching out to the real end users before summarily…

@Nic, Do you think you could take a look. I"m stumped...

Hi, Another option, if you have JIRA workflows plugin, is that it has a post function "send email". We use that quite a bit. Create a transition that all it does is that post function "send email". Then use automation when breaching to invoke that transition which just sends email. The Send email is very configurable. We…

@Alexey Matveev, That is one solution, but then you have to fire that filter off on a very regular basis (Like every 2 minutes). This is heavy on the system and emails. I know having implemented.

Hi, I'm a bit stumped. The picture looks like it's working. Wondering if your workflow post event is not working or set up correctly? Do you have a picture of the workflow config. 

Hi Ronald, Who are the recipients for notification of the approval? If they are not users in the actual Jira project they won't get notification. Cheers, Susan

Hi Matt, I would definitely recommend that you create a service desk by Team. (E.g. IT, HR, Finance). Agents can be agents for multiple service desks. But this way you can more easily tailor each team's service desk for their request types, notifications, components, etc. The only drawback is that native Queues will only…

Good to hear...please mark as resolved...

Does it have a name? Did you purchase it? Did you create it?

Hi Oscar, Which plugin did you enable? SUsan

Hi Jennifer, You will be able to see all requests ONLY if they are shared with you (or everyone in the organization. Have you also set the "Customer Permissions" to "Any customer or organization...." Also note that this won't work retro actively, so only new requests gong forward will default to be shared with the…

Hi, So things to check: 1. NOtification Schemes - Who gets notified on create? Is it role - agents, assignees, component leads? 2. Are you an Agent and in the service desk team role in the new project? Just a question when you say assign the ticket to the component, is that setting the component on create or after the…

Hi Everyone, Please see this update CONFCLOUD-56841. Atlassian is listening. Susan

You can't hide them, but you can reduce the customers who can access them. Unless a customer is the customer role, they will not see the Service Desk or know it exists. Hope that helps Susan

Hi Lindsay, If they are sharing the same notification scheme, then your agents might already be receiving that issue created notification. However, you may need to set up components and component leads in the new project to get the notifications by component. Hope that helps Susan

Hi Gary, When an agent is commenting to the client, they can attach the attachments as part of the comment and they become visible for your clients. They just use the little attachments option in the comment. Hope that helps....Susan

Hi Brian, Service Desk team role can also be customers, and when they are not assigned to an agent license then they will be customers/collaborators. Hope that helps Susan

Awesome Picture!!

Hi Anudeep In the SLA Automation add in a trigger for Comment added. Then choose for "public comment" . Hope that helps Susan

Hi Bryan, Please vote for this issue JSDCLOUD-4901 and related issues. this is something we too want. Cheers Susan