Susan Hauth [Jira Queen] Community Champion

Hi FCP, Not sure what the actual question is but the KB (knowledge base) is a single confluence space linked to service desk. You can link multiple service desk to a single space, but not the other way around. So it's not by issue type, it's by service desk. Does that answer your question? Susan

Hi Niklas, Your service desk agent licenses would also need a core user license. So I think you need to purchase a 600 user license and then purchase your 500 user software license and your 100 service desk agent license. Cheers, Susan

Hi Utku, Service Desk projects don't natively support boards like Software projects do. So it won't be visible on the side tab. However, you can still navigate to Boards (top bar) and you can find your board there. What I would suggest is add a link to the kanban board under Project Shortcuts. Susan

Hi Saad, I think you should maybe raise a Support Issue with Atlassian Cloud. This doesn't sound right. https://support.atlassian.com/cloud/ Susan

Hi, You could use the Issue Security Scheme to perhaps restrict by Department. Cheers,

Hi, The custom screens on Service Desk can be customized by Issue type and then further by customer request type. So you should be okay. Susan

Go to Admin - Projects and find the project. See if they are still missing

Hi Kevin, https://developer.atlassian.com/jiradev/jira-apis/webhooks You can invoke a webhook from the Automation of JIRA Service Desk. Hope that helps Susan

Hi Rosa, All of this permissions is set up under Applications - JIRA Service Desk - Configuration. Unfortunately there is nothing to stop Agents from creating customers (something I believe is missing), however you can restrict the set up of Organizations to non-agents. Hope that helps and please mark answered if it does…

Hi Sean, So we are on the same JIRA version. A JIRA API webhook does work to our Slack. However I cannot get a plain incoming Slack webhook to work from JIRA as a post workflow trigger. Simply get 404 or 500 error messages in JIRA log. Wondering if you were able to get any resolution on your issue or any advice? We are…

It's my birthday today so there will be many toasts.... Thanks @Erica_Chow

Hi We still need more info. We would like to see for each series what the filter is that you are using. You can do that by selecting edit and then you can edit each series. I'm thinking the one that is going crazy must have something in it's selection filter? Susan

Hi Angela, Unfortunately that is not currently available. But please vote and watch for JSDSERVER-2003 Please mark answered if satisfied. Susan

Hi Jim, What I did was embed a link to the confluence page into the KB articles that come up so they can navigate to Confluence. Maybe something like "Want to view in Confluence" (link). Not perfect. Susan

Hi Daisy "Sharing" refers to the portal view for the customers. So a customer in the portal can share with another customer (as long as you have allowed for that in your configuration of service desk). The @ not working in the comments usually indicates the user does not have access to that project. The screenshot you…

Hi, Not sure what you mean by custom made screen? Do you mean the portal or the forms? There is new branding on its way for JSD Cloud (server to follow). Can you provide more details, screenshots? Susan

Is it the Organization field you want to see on email? Or a custom field?

Hi, What reports are you referring to? Can you give us more information. Cheers,

Hi Marcel, This has been raised JSDSERVER-4721 for Server and JSDCLOUD-4721. It has been raised as a suggestions but I think it's a bug as well. Please vote and comment on these issues. If happy with this answer please mark as answered. Susan

Hi Ashish, If Internal, set up that user with the email address and add them to the notifications list under "Issue created" Note that user would have to be a licensed user (but not necessarily an agent) But if you're trying to send it to an external customer who is not licensed that's trickier. Which are you trying to do?…

Hi Ian, Never mind I see this is a duplicate. Thanks

Hi, You can add custom fields into the velocity templates: https://developer.atlassian.com/jiradev/jira-platform/jira-architecture/jira-templates-and-jsps/adding-custom-fields-to-email Is that what you mean? Susan

Hi, I did not realize you were using JEMH. I've added the tag but you will likely need to reach out to their support. Sorry about that Susan

Hi Gernot, Not sure what you mean by twice? One from the scheme and one from the handler? Can you be more specific or paste in some examples? Susan

Hi Gernot, For "watchers" you must use the internal notification scheme that is set on the Service Desk project. So on "Issue Commented" add in "All Watchers". For yourself, look at your profile and see if you have the "My changes" set to "notify me". Hope that helps Susan

agreed

Hi, I don't believe that behaviour is possible with JIRA. However with the scriptrunner plugin OR the Intenso JSD Extensions it is possible. Susan

The Chemist by Stephenie Meyer. Pretty farfetched but was addictive. Since I was a twilight fan (yes I admit it), always curious to see what she's writing these days. The Host was better. Currently reading the ever controversial Jodi Picoult - Small Great Things. One of the best reads in the past year has been Defending…

Hi, Are you possible loading a large amount of data into the gadget? Can you delete the gadget and re-add and reconfigure? Can you show us a what you have configured? Susan

Hi Deidania, That looks like Service Desk? If you are a project admin you should be able to configure and add Organization as one of the columns in the Queues (Reports). Susan