Susan Hauth [Jira Queen] Community Champion

Hi Patrick, You cannot necessarily hide the create button, but you can make it so that from Create your customers cannot choose the service desk and therefore must go to the service desk to raise the issue. In the Permissions - set Create Issues to ONLY "Service Desk Customer - Portal Access" Hope that helps...SUsan

Hi Michael, Quick cheat....just hide all the request types for the one that you want hidden and/or Remove all the customers from the customer team on the one you want hidden. Hope that helps Susan

Hi Claire, Yes I have generic groups. Approvers, Secondary Approvers, etc. The end users never see these group names so it doesn't really matter. They just see approval for (current status that needs approval). If happy with answer please marked as resolved (Little checkmark) Susan

Too Messy for me.......I would just set my jql up as "Customer Request Type" in (List of Customer request TYpe) OR issuetype in (list of issue types) I tend to go for the simplest solutions even if a bit manual intensive. :-)

@andreas, Question is for @Scott McDonald

Hi Parham, I do it with a post-function script (using Scriptrunner). Susan

Hi Mat, Although that would be really cool, there is no custom field for the request types group. So you must set up your jql naming the Customer Request Types individually. Hope that helps... Susan

Hi Claire, I have a similar situation and I thought about it as well. In the end I found it cleaner and easier to manage to have 5 different groups for the 5 different statuses. It's not that you couldn't do it with one, it will just be much simpler to implement and likely much simpler for your users to track. Hope that…

I'm afraid I'm not familiar with that plugin. You can reach out directly to the plugin vendor.

I re-tagged it.

Hi, In Jira Service Desk Automation, it starts with "When" (the trigger). I assume you are trying to set this up on Service Desk Automation? Susan

Hi Istvan, I'm not sure I understand your question fully. But did you check out the functionality that comes with Organizations for Service Desk? https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html Hope that helps Susan

Hi Tim, Yes Service desk does not pay attention to rules, conditions, scripts that work on the Jira side. We use plugin Extension for Jira Service Desk. Works beautifully, but is only on Server and is not free. Hope that helps Susan

Hi Joshua, I agree that would be very handy, but is currently not available without plugins. Please vote for this issue JSDSERVER-4642 Susan

Hi Scott, What is your trigger? AUtomation needs a trigger and I don't see one that fits with your Jql. One of the best ways to use Automate to perform something is set up an SLA that is 14 days from your status. YOu can then use the AUtomate with trigger "SLA Is breached" to then perform a transition. Hope that helps...…

HI, The KB functionality on Service Desk is relatively limited. The best marketplace add-on to expand that is Refined Theme for Jira Service Desk Hope that helps

Hi It looks right from your screen shots. But there must be more going on. Did you check the logs to see if there is an error on creation? Are you sure it's actually executing that workflow? Your screen shots are a little small. Susan

HI The one add-on that I have seen that can do that is: Elevator Hope that helps

Hi "Customer Request Type" is the custom field that you can use in your jql Susan

Hi Olga, Could you attach pics of your calendar and SLA so we could help figure out why this might not be working for you? Why do you need two calendars? Susan

Hi, So that is currently not possible with native Jira Service Desk. But check out this plugin Extension for Jira Service Desk if you are on Server. If you're on Cloud, then I don't believe it's possible. Hope that helps Susan

That's too funny...but makes sense. Our Atlassian Cloud for Confluence expires after 7 days, so I imagine the server out of the box is 7 days

Well no one chimed in...so going to go with your answer

we can help you debug

Hi Markus, Yes that's how it works and that "light agent" would only need JIRA Core. Cheers Susan

Hi Did your check your automation log to see if it worked. Otherwise paste a pic of it in here S

Hi Stacey, You need to first set up your service desk to receive email and ensure that you have a customer request type for receiving email (e.g. Email request). It can only have summary, description fields. https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html Then you use the…

Hi, So what happens if you only set up one request type in your service desk? Hide any others? Does it not show that one request type only? Susan

Hi Stacey, Service Desk automation can read incoming email and based on keywords change a request type. So if the email said incident it could change the request type. But the issue type would have to stay the same. But then the SLAs and Queues can be customized based on the Request type. Hope that helps Susan

So you can't add the "Added organizations" as a "To". You can only enable them in the list of Customer notifications where it says "Added Organizations" Hope that helps...it's not very intuitive.