Susan Hauth [Jira Queen] Community Champion

Already did. But feedback after the fact is never really that effective.

Ouch. I want the page tree back! This is not going to make my users very happy. Wonder how we request this?

THat's right you can only move the custom fields around. If you're happy with the answers, please mark this question as answered. Cheers..

Yes

Hi Aubrey, That screen is the Issue View screen. THe fields can be re-ordered by the project admin (or admin depending on your version). THis is done in Project - Project Settings - Screens - then select the View Issue Screen and you can configure/move the fields around there.

Hi Shepherd. For the agent to get notified, this needs to be configured in the Project - Settings - Notifications. The default Notification scheme should work as long as the agent is the assignee of the request.

This should be an option by project imho

Hi Michael, Is Priority a required field? Do you have a screen shot of request types - edit fields screen? Did you check the workflow to ensure that the priority isn't being set as a post-function? Just some ideas to trouble shoot. Susan

Hi Susi, Use the JQL in the SLA and this logic reporter in organizationMembers("") Cheers

Hi, You should be able to do so using the JQL portion of the SLAs. reporter in organizationMembers("") Cheers

Hi Shepherd. For the customer to receive a notification when a comment is added that must be enabled in the Customer Notifications - Public comment added. Make sure that is enabled and it's going to the "reporter". For yourself to receive notification - this will be in the Project Admin - Notifications. Make sure that…

Wow..that's amazing...I should try and fill in 2010, 2011....LOL

Hi Karl, So first question: we moved an issue from Master SD Project to say Escalation SD Project #2. Would that customer have to be added to SD Project #2 explicitly? Answer: Yes Also if that Customer was infact a Jira user would that issue be able to be escalated into other projects that are not SD Projects where that…

THere is a custom field "last updated by" that can go into the issue navigator. But you need plugin jira toolkit. https://community.atlassian.com/t5/Questions/I-need-to-see-a-field-in-the-issue-navigator-that-tells-me-the/qaq-p/57544

Just to see if anyone has done some custom programming or if there is a plugin for that. I haven't yet seen either, but maybe someone else has

Hi, When you say list of "open" issues, are they all in the same status? What you could do is have a couple of different workflow steps/statuses. Use the automation to move the issue to the right status depending on who did the last comment. Susan

Oh I see, you just want them to all fit on the one page. I don't believe there is a way to do that. Maybe you can breakdown your groups a bit more so you don't have so many request types. It's a good feature request, perhaps you should raise it with Atlassian.

Hi Karl, When you say "escalate" you are still keeping the issues in the Master Service Desk project? Only Service Desk Agents can communicate directly to the customers. That's a pretty hard and fast rule. Cheers, Susan

Hi Maro, Currently that is not possible. There is only Groups and Request Types. Looks like you're looking for a further breakdown. Susan

Hi Susi, We embed links in oiur announcement mesasge just use the format: [name|http://example.com] Cheers

Hi Gio, The question @Jack Brickeyrefers to I put a lengthy reply in there on how to make that work. The SLA won't start and stop on the same step/action. You may need to put an interim step in there. Automation can help out with that. Susan

What about in the users and roles - service desk customers role. Is the user in that role? 

Do you have an example of the notification the customer receives? Maybe it's not the notification type you are expecting?

What is the criteria you have set up for your SLAs. Perhaps some of the issues don't meet the criteria in the SLA configuration?

Hi Luca, That's really strange. I looked at our service desk and the jql on the closed issues comes up as this: reporter in organizationMembers("Test User Group") AND NOT resolution = Unresolved AND project = SUPTEST AND "Customer Request Type" is not EMPTY What does yours look like? Susan

What version of Service Desk are you on? I think 3.2 doesn't support IE, we ran into that and had to upgrade.

Did you try using a condition instead of a validator?

If only on the create screen, you could use a post function to set the value of priority based on the values in the cascading list.

Hi Vikas, 1. You can set the priority as a post workflow function on create. Or you could make those items different request types and set the default of the priority field in the edit fields - request type. Or as you said make it an automation rule 2. When you say you want to know the org of the last person adding the…

Hi, You have to be a jira-admin in order to add Organizations. This is because Organizations are global and can be shared across more than 1 service desk. I found that out the hard way!! Cheers