Susan Hauth [Jira Queen] Community Champion

Hi Rob, Just enable "Added organizations" in the customer notifications. There's not much else to do with it. If you're happy please mark this as answered Susan

Hi Rob, We had a similar question a few months ago: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customer-Organization-default-notification/qaq-p/629773 I don't think it's quite possible to what you are trying to do. The "Added Organizations" if turned on will notify everyone in the Organization that is…

Hi Kimm, I'm the Toronto AUG leader and there are lots of opportunities in Toronto. Between the Partners (there are several) and many linked-in recruiters offering up Jira admin positions. Where are you now? Susan

Hi @Jack Brickey So much fun to have you respond to my question. So how did you check? And is that cloud? Do you think Server is different? Susan

Hi Larry, Lenard, That's really interesting that the db table name is "VIEWPORT..". Here's some trivia, did you know that the original name for Service desk was "View Port" Cheers Susan

Hi, Organizations is for segregation of the customer not the Agent. The only way to keep Agents segregated in a single service desk is to use Issue Security. Alternatively have you considered using more than one service desk. Then each group of agents has visibility to only their service desk. Hope that helps Susan

Hi Jens, Using the automation you can change the "request type" of the issue based on keywords in the subject/description. Use Trigger - Issue Created Action - Edit Request Type Not quite the "issue type" but at least a different request type Cheers Susan

Rene, If you look at those list of suggestions, most of them are already covered off in other suggestions. In addition suggestions should not be bundled together like that as it's possible Atlassian may fix one of them but not all of them. I also don't see the main problem here which is the ability to display linked…

Why don't you create two different service desks then?

@Markus Raab I requested directly from the Product Manager of Service Desk who I met at Summit as well as some of his colleagues whom I know well. Unfortunately no response as of yet. I think a lot of the problem is that this has to cross over two products Jira and Confluence to figure out how to make this happen. I told…

Hi Guillame, That's an interesting config that you want the person owning the issue not to respond to the customer? Depending on how much you need that individual working with that issue to do, you could make them a non-agent, as non-agents cannot comment to customers. Otherwise, I don't believe there is a way to handle…

Hi Chris, The field descriptions in Jira Issues Field configuration is only for the non-portal side. Did you try edit fields for the request types to add in descriptions there? Cheers Susan

Hi, If you are the project admin for the service desk project, then go to "invite team" from the project page. Then you can invite "agents" to your service desk project. They will automatically get the right permissions and they will consume an agent license for your service desk.…

Hi jira jira (funny name) So JIRA service desk grew out of a much voted issue to hide time tracking from other users and what you are requesting is the opposite. Jira service desk by design will not display time tracking to anyone who is not an agent on the project. Here's the issue requesting this feature if you want to…

Hi Sashikanth, Have you actually granted agent licenses for that Service Desk project? You seem to be describing behaviour that a non-agent would encounter when viewing a Jira Service Desk project> Susan

Hi KRC, In Service Desk Automation there is a trigger for "When a linked issue transitions". So as long as you link your cloned issue from Service Desk to the JIRA project, when that linked issue closes you can set an automate rule for the cloned issue to close as well. Hope that helps.. Susan

Response Time is just a name of a SLA. IT's one of the out of the box ones, but you can certainly remove, rename, customize.... So maybe the development one was removed, renamed...

So you need to look at your notification scheme in JIRA as perhaps you have it set up to do all sorts of notifications that are duplicating what the customer notifications are doing. If that's not the case, perhaps you can be more specific on what action causes the notifications. Is there a customer notification and an…

Hi Sergio In Automation there is the ability to Edit the Request type. That's not quite the issuetype, but maybe that will suffice. You could look for keywords on event issue created and set the request type. Hope that helps Susan

Hi, So when you say "you" get duplicated replies, are these customer notifications, internal jira notifications, one of each? Susan

Yes, Make the workflow active. Then edit it and you will see that option come up for setting approvals.

Hi Danny, Is the workflow an inactive one? Because weirdly you can only get that Approval checkbox when editing active workflows Susan

Hi Kevin, So Trigger would be issue created. You would need to have a response SLA that starts running when the issue is created that is tied to your desk hours. This filter: "Response Time" != withinCalendarHours() Will find any requests raised outside of the regular hours. Hope that helps...Susan

Hi, I would probably recommend Scriptrunner. You could use a postfunction script to assess the condition and set the Approvers based on that condition. Hope that helps Susan

Hi Lesa, The customer would have to be created first so that the request would then have a valid customer as the reporter of the request. Hope that helps Susan

Hi Kevin, Did you try using the Automation - Send Email for that scenario? Susan

Hi Danny, By Service desk definition only Agents can be assigned to issues in a service desk. You could use the approvals functionality for that other customer to approve (review) the issue first. Hope that helps Susan

Hi Steve, So when you say you have added a user account with your email address is that the ONLY user with that email address? If the email address is not unique in the users list than JIRA cannot determine who the reporter should be. Cheers Susan

Hi Foad, I don't think you can actually change the name of these buttons and nor did I find any feature requests for them. I looked at the properties and options on our approvals and did not see any text. Even looked in the xml of the workflow. Perhaps you should raise a feature request with Atlassian for this improvement.…

Hi Swarna, That is currently not available in Service Desk but is a much voted issue: https://jira.atlassian.com/browse/JSDSERVER-195 However, if you are Server this Plugin: Extension for Jira Service Desk works beautifully, I presently depend heavily on it. Hope that helps Susan