Susan Hauth [Jira Queen] Community Champion

Hi Joe, So what you are seeing and understanding is absolutely correct. I think they are trying to avoid the over-spam that would come by putting in Organizations in all the other notifications. You can only use that "Added Organizations" in "Organization Added". There is a suggestion raised that you might want to add your…

I will ask some colleagues to come into this and see if they know the answer

Hi, So I see OwnerB on the "default screen". But It's not apparent to me that Astiva is using the default screen scheme? Because you don't see OwnerB in the Task screen in project Astiva. I'm not a huge cloud user, Is Astiva a next-gen project? That might be a factor and I confess I don't use next-gen (find it far too…

Can you paste the field configuration in here, as well as the screen configuration and the project configuration.

Hi Brian, If you made it global and added to all screens it should just be there. Did you try to create an issue to see if it is there? Susan

Hi, So when you export a custom field that is multi-select you will get that multiple column view as Jira is trying to show you all the values that were selected per issue. Wondering why you aren't using user picker for owner if it's actually an individual(s). Cheers, Susan

Hi Brian, Is the Owner a multi-user picker field? Or Single-user picker field? Susan

Oops - meant "Issues"

Hi Brian, So you went to Jira Settings - Issues - Custom fields. Than you searched for Owner? Owner is not a Jira native field, so you should see the two custom fields. Susan

In Custom Fields in the admin, a context is listed: And you are correct on both counts about losing the data in those fields when you delete the duplicate custom field. Susan

Hi Brian, Yes a global custom field does span all the projects. But Jira will allow you to create multiple custom fields that have the same name. Which looks like just happened. I would recommend not reusing custom field names. Susan

Was literally on slack with Mark Livingstone planning the Summit road trip, when he slacked uh oh.... We cancelled the road trip in the next few hours, but plan on reviving it for 2021!!!

Hi Enrico, We manually create the user Property Manager and a value as part of the onboarding process for a new employee. CHeers

Looks correct. How is the portal access? Can you create issues from there?

Yup, And what is the create permission. As that is what would stop you. Susan

Hi, Do you want to paste your permission scheme in here? 

Hi, Did you check the permissions to make sure you are a customer/user of the service desk. Being an admin doesn't automatically grant that. Susan

Hi Jonas, If you want to stay in one project, but based on what you're telling me I'm not sure why, I would set up multiple projects. However, you could use Issue Security. https://confluence.atlassian.com/adminjiraserver073/configuring-issue-level-security-861253265.html Cheers, Susan

Hi Nancy, I would try Automation for Jira. It allows for scheduled (say every 1 or 5 mins) to run a jql and then based on the result email someone. Susan

Hi, Are you cloud or server? Susan

Hi Veronique, Your customers don't need to be licensed to create issues. Susan

Hi Veronique, Only licensed jira users can be watchers on service desk issues. You can make your customers participants and then they will be able to be updated. Hope that helps Susan

Great news. I'm not familiar with backbone sync, but makes sense it was something like that. Please accept answer.

Yes definitely.

Hi, At this point I'm out of my depth as I have a server version. But I suspect maybe you need to set up the email: https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/ Hope that hleps Susan

Hi When you say when it "comes in", do you mean it comes in by email? In that case you you need to check the set up on email and perhaps you have it defaulting to "document rendering". You can choose the request type that is to be set when an issue is emailed in. Maybe that is what is happening? S

So if your issue type is "Inquiry" you can only select "General Support Request" as your request type.

Hi, Have you set up your request types? What does the request type configuration look like? Susan

Hi Katherine, Jira will only show you the request types that match to the issue type of the issue you are editing. If you need a different request type you will have to use more actions - Move to the issue type that matches to the request type. Hope that helps Susan

Hi Louise, I did this for our IT service desk, but was only able to do it using the Automation for Jira app. That will allow you to add in @mentions of individuals or even send to a personal slack channel. Hope that helps Susan