Susan Hauth [Jira Queen] Community Champion

Hi John, "Requested Participants" is the same as "Shared With" on the portal. These individuals are included in "Customers Involved" in the notification scheme. There has been some naming changes in Service Desk which makes this somewhat confusing. Hope that helps and please mark answered if it does. Susan

Hi, How have you configured your service desk under Administration - Applications - JIRA Service Desk - Configuration and Emails. Under Configuration have you set up to allow public sign up? Have you configured Email requests and an email inbox? You certainly don't need your customers to consume any licenses if they are…

Great....mark this as answered, and it's a great reminder that the automation of workflow transitions will still respect any conditions that are in the workflows.

Did you check the log on the automation to see if it failed?

So when an issue is created it doesn't get assigned to anyone? You can configure your internal notification scheme for the Service desk project to notify on "issue commented". Currently it defaults to assignee, reporter, watcher. But you could expand that to include yourself, your team, etc. OR you can use the automation…

We use "The Scheduler". It's perfect worth the cost

I was part of the beta program for JIRA Admin. It was very difficult and required for me to really study even though I have been administering JIRA for 8 years. As soon as I posted my JIRA Certification on linked in, I've been flooded with job opportunities. So definitely worth it from the perspective of expanding my…

Hi Laura, It's true that it is limited to only 3 results. There is an open issue for exactly this request: JSDSERVER-4263. Please chime in on the issue and vote for it. If this answers your question please mark as answered Susan

Hi Felipe, That is not currently possible. You can restrict by Service Desk project, but not by Request type. Please vote for: JSDSERVER-195 Alternatively there is an Add-on, that I use to restrict Request types: Extensions for JSD Please mark answered if this resolves your question Thanks, Susan

Hi Jim, Good to hear, please marked answered. Thanks...Susan

Hi Emmanual, So glad this was an actual bug and i was quite stumped on this one. Susan

Found one JSDCLOUD-1829

I think you have a support case. I'm at a loss. I too have most of those plugins and many more and am not encountering any issues.

I'm all 3 of those and have never seen my request type group column disappear. Do you have any plugins installed?

Hi, So maybe this is a permissions thing? Are you a project admin only? Or are you a jira-admin as well? What is the other account? Susan

Wow that's weird. Is it because you only have one group "Common Issues"? What happens if you "Edit Groups" on a request type? Can you see more groups? Maybe check them off? Susan

Hi Kristin, THere is perhaps some scripting that could copy in that information to a custom field, comment in the software project. Alternatively there are ways for the comment and have that comment also appear in the linked issue. I suggest you look at maybe this answer:…

Hi Jim, Your first question sounds like a bug and I would raise that with Support. My understanding is "my requests" is by the reporter not the creator in the Portal. Your second question you can customize the "Customer Notifications" and in the Content there is a variable for "Issue Description" and/or "Issue Summary" if…

Hi Kristin, Are the "Staff" agents? If so they can view information about the customer in the Customers tab of Service Desk. Not sure what you mean by "have it escalate to a project story"? Cheers, Susan

Hi Norman, Similar question last month: https://community.atlassian.com/t5/JIRA-Service-Desk-questions/Can-Portal-only-users-view-linked-Confluence-Space/qaq-p/623115 Read through to the end synopsis, I think that summarizes it well. imho, I believe there needs to be some changes in Confluence KB and it's interaction with…

Tabs are only for JIRA. Not supported on Service Desk.

Hi Juan, At this point I would say yes. Susan

Service desk does have a user memory and will default to show what you most recently worked with. Although also wondering if it thinks "badge" was in the search criteria or was before? But I'm with Jack, go up to the top and select the service desk and see if all the request types appear again

Hi Rodrigo, I think you can do either. Service desk is pretty flexible and you can also leverage the workflows and automation to direct the issues to the right place. Hope that helps Susan

Hi Mun, There is no way to customize it at this time. Please vote for JSDSERVER-1708. Susan

Hi, Is there any default security scheme that you are using for the JIRA service desk? And when you look at a JIRA issue that was created in service desk you can see the customer request type? Susan

The organization field is not an easy field and remember it can be multiple organizations making it even more tricky. The notifications you are referring to are intended for internal JIRA users such as agents, internal watchers. I would recommend to turn on the notifcation on the customer notifications "Organizations…

Hi That's not currently possible in Service Desk. Please vote for JSDSERVER-1107. I believe that Add-on - Extensions for Service Desk will allow you to display a field that is not on the create screen. Susan

At this time it is not possible to customize the requests view. See this question: https://community.atlassian.com/t5/JIRA-Service-Desk-questions/How-to-add-columns-in-customer-portal-request-view/qaq-p/581111 Cheers

Hi, Browse project by definition allows visibility of the entire issue, comments, transitions, history. THe idea is that the agent might want to open up browse to collaborators to see all the comments both internal and external. So unfortunately no way at this time to hide those internal comments from anyone EXCEPT the…