Susan Hauth [Jira Queen] Community Champion

Hi Plamen, Two possible reasons that I could think of: 1. The user 'trz' has marked "do not receive notifications" on the Service request. 2. In the Project Settings - Customer Notifications - Ensure that "Customers Involved" is in the "to" for notifcations. 

Hi Kerry, The workflow when moving to "Fix available" must be setting the resolution on the issue, thus making JIRA think it's Closed. You can change the workflow to not set the resolution at that point.

That looks like it's right. But wondering if the "/" is causing grief?

Yes. I think it's better to have separate SLAs

So all those "start" conditions are like an OR condition. If it hits any one of those statuses it starts. But it will never stop until it's resolved. In order to have a restart you have to make it stop first, then the next time it hits one of the start conditions it will start again. But you can't combine a single status…

Can you post a screenshot of your SLAs?

1. You could try making workflow conditions based on who the customer is to make the workflow do different steps. OR you can have different issue types/request types for your customers but you won't be able to hide them without a plugin, so you would have to instruct them on which request type to raise. Or use plugin…

It looks like the external comments are working fine, but I'm guessing that the transition that you have chosen on the internal comment is not valid for that status/permission for the user to transition or something like that. You see the little red Exclamation mark, that's where the error is I beleive.

Yes. Here's how: https://confluence.atlassian.com/servicedeskserver036/receiving-requests-by-email-921471658.html

Hi, Currently that is not possible. Please vote for JSDSERVER-1106. CHeers...

Hi David, If you're talking about customers then simply set the customer permissions as : If you're talking about Agents, then perhaps the issue security schemes can be used to segregate. CHeers,

Yes it's possible. You can add restrictions via the workflow to not allow attachments, comments, etc.

Great, can you mark this as answered.

Unfortunately I do not use JETI. Maybe repost this question with a tag to them?

Oh my bad. Customer queues are not sortable. Sorts by latest updated. Can vote for that one too: JSDSERVER-357

So did a little more digging, and it seems if I make the users only "Customers" role and use the default permissions scheme from service desk, they can't get to the Service Desk project at all via JIRA. Only via the portal. However, I think I'm going to have to put a button either on the top bar (using scriptrunner) to…

I believe that is the intended behaviour. 

Hi David, When you set up the queue it's just a jql. You can add "ORDER BY" to enforce the sort you would like to appear. However currently on the fly sorting is not available. Please vote for: JSDSERVER-298. CHeers,

Actually TOdd, I don't think this works. Might have answered that a bit rashley. Still investigating

Hi Todd, The question is answered here: https://jira.atlassian.com/browse/JSDSERVER-1736 Seems if you just remove "create issue" permission from your users, they cannot create issues. 

That is correct, currently not possible. Please vote for those suggestsion as per @Jack Brickey. We need the votes!!

No Issue Security isn't required. Can you send a screenshot of the request/issue. Can you clearly see that Customer B is being shared?

This is all happening in a single service desk? Do you have any issue security turned on?

If the reporter or anyone who the request has been shared with selects "don't notify me" then they will not receive any customer notifications regarding this request (comments, updates). However they will receive a notification when the request is resolved regardless of the "don't notify me"

And this is all in a single service desk? 

Although you can't edit the fields, you can hide them and set defaults in the "Edit Fields" portion of the Request Types. So the client never sees the field. Not sure if that was your question or not?

Hi Michael, Is it possible that you added them and they got marked as "Internal". A quick way to get them to show for the customer is Comment (publicly) and there is a little attachments button on the comment, that lets you select the attachments so they will be shared with your customer:

Hi Dominik, What did you set the Customer Permissions to? You might need to ensure that Who Customers share requests with is set to "Any customer or organization" Mine are set like this:

Hi Jose, It's currently not possible, but it is a well voted request with Atlassian: JSDSERVER-1708 Please add your vote. Susan

That's what we do, is maintain user's properties such as their Client and Tempo account and then when the user creates an issue we use a post workflow function to populate the custom field "Client" from the user property and the tempo Account field form the user's property. DOn't love the overhead, but don't know any other…