Susan Hauth [Jira Queen] Community Champion

done!!! https://www.linkedin.com/posts/susan-hauth-68a1b817_sign-up-linkedin-activity-6821479662385020928-hdR4

HI Tanya, JSM is an ideal solution. We have been using JSM for our external customer for the past 4 years. Susan

Ryan, I'm out of ideas. Try running through this troubleshooting KB: https://confluence.atlassian.com/jirakb/the-approval-notification-is-not-sent-when-a-service-management-request-is-waiting-for-an-approval-1031835729.html IF still stuck, post a new question on community and it will get a wider audience.

You should be able to set up a request type for the issue type that you are creating. You can then hide that request type so it's not visible on the portal. Make it very simple just summary and description (like an email one).

Which automation are you using? I found the native one with Service Desk was faster less likely to get into a race condition then was the "project automation" (aka Automation for Jira). Perhaps if you are able to have a default CRT somehow when it's created so the notifications will work, but then still have automation to…

The Atlassian documentation is quite clear that there will be no notifications when there is no customer request type set. Can you set a default for the customer request type? Or use a post function to set it?

Hi Bill, We recently ran into a race condition using Automation for Jira (Server). When the issue is created based on a field value, we transition it to the next status (in our case we use the automation to transition from Incoming Queue to the DBA queue). Almost always we were finding that the status transitioned but the…

Found this article which I think is part of the answer: https://blog.servicerocket.com/adoption/how-jira-really-handles-incoming-mails-this-will-surprise-you

@Timo Trummer , We just had the same experience happen to us. The customer had an open request with the subject/summary: Daily Price Coverage that he had emailed to us 2 weeks ago. Today he send a new email with the exact same subject/summary Daily Price Coverage and instead of a new issue being created, it added his email…

@Wendy Gem Thorneloe , That's my official title "Jira Queen". Make sure your HR updates your title and may you reign on...

There have been 2 pre-summit road trips. San Diego --> San Jose 2017 - 8 attendees: 5 leaders, 3 partners. @Beejal Nagar arranged that one. LA, Hurst Castle, Santa Barbara. The 2nd one was San Diego --> Vegas 2019 - 4 attendees all leaders. Mark Livingstone was key organizer on this one. Grand Canyon was the highlight. The…

Darryl, Everyone comes to Summit with an empty suitcase or a empty duffel to bring back all the swag!!!

After 11 Summits - Traditions: 1. Pull out all my Atlassian shirts, hoodies, hats (and now shoes) and wear a different set each day 2. Replace the Ribbon with my name tag on it, with the one covered in flare buttons from many years of collecting them at Summits 3. Round up the leaders for dinner prior to the Summit. This…

User: I raised a Jira but IT says they don't see it Me: You raise a Jira issue in the project JIRA. You need to raise an IT Service desk request. User: I dunno, IT said to raise a Jira ---------------- User: Can I get a new button? Me: Do you want a new workflow transition? User: What's that...just want a button. --- User:…

Hi, Are you sure your field is set up correctly? If it's a user picker, I think the avatar does show. I have a customer user picker field tester. Similar to your use case. But this is how it looks on my screens:

Hi Elena, Is the user being properly entered during the transition. I don't see an avatar for the user. Maybe you could paste in what the field QA assignee in the issue view looks like when the user is specified? You also said that you limited QA assignee to a certain role. Did you do that via the set up in the custom…

Hi Everyone, We now use "Automation for Jira" for all our slack notifications and it works great. I recommend it highly if you're looking for a solution.

created = "2020-12-25" But you would need to update that rule every year. 

HI Julia, You can also add components to your create screen. Then in the request type fields you can make the component field "hidden" and assign a value to it. Susan

Hi I would suggest another automation rule. When an issue is in status "Awaiting confirmation" and the customer makes a comment, automatically transition back to in progress.

Hi, There is another one is specific to the portal: JSDCLOUD-8026 Hope that helps Susan

Hi, That is a highly voted feature request. Please vote for JSDCLOUD-1476 Cheers,

Hi, I can think of a couple of ways. By responsible, we're assuming the issue is assigned to the agent. In the permission scheme, you could limit actions such as Comment, transition issue, update issue to the assignee (and probably the reporter so they can comment and interact). There are probably other ways to manage this…

Hi Inglo, What we do is add in another SLA. Starts on the status waiting confirmation (or resolution resolved) and finishes when closed. Set it for 3 days. Then add in an automation that triggers when that SLA breaches. The action is to transition issue from resolved to closed (or whatever your statuses are). Tip: I use a…

Congratulations!!! Hugs!! You're simply the best.

Hi Ivo, Did you look at the App Tempo It's the best way to enhance Jira's time tracking for billable vs non-billable hours. Susan

Fabulous article Jimmy, and I must say I share many of your same thoughts and concerns. 

SLA = Service Level Agreement. SLAs come with Jira Service Desk. 

Hi Kelley, Absolutely. The workflow status of a ticket will be displayed in the portal for the client. You can also customize the workflow status description when setting up the request types. Susan

Thanks @Mikael Sandberg Really appreciate the help!