Susan Hauth [Jira Queen] Community Champion

Hi, Can you tell me what version of Service Desk this is happening on? I experienced the same problem on 4.5.1. At first I thought it was an input error on our behalf, but now I'm thinking this is an actual bug. Susan

Hi Rom, The jql syntax looks correct. Did it work? Susan

Hi Rom, You need to use advanced jql to find the reporter's organization: The jql is: reporter in organizationMembers("") The name of the Organization goes in the quotes. That should then work. Susan

Hi, What we do is use scriptrunner to populate the approvers field when an issue is created. We do this as ours are regionally dependent. However, you could probably do a simpler one using a post function to update a custom field on the create issue. Hope that helps Susan

Hi Anna, You don't need to be a full-on admin. A Project Administrator can also set up reports in a service desk project, well at least on Server they can. I believe it's the same for Cloud. Susan

Hi Jital, The only way to do something like that is via a comment to the issue. It's possible you could use "Automation for jira" to add in a comment about the fixVersion when the fixVersion is updated. Susan

Hi Jital, So if a participant wants to comment publicly I do believe the can do that from the Portal. However if they are in Jira they will only be able to do an internal comment UNLESS you grant them an agent license. Hope that helps SUsan

Hi Ankit, You could also use security levels. So when an issue gets assigned to HR, it gets a security level that only allows the HR team to see it. OR different projects as suggested above Susan

I would suggest looking at automation for jira documentation: https://docs.automationforjira.com/

You may be able to do it with ScriptRunner

Hi Paul, Did you check the resolution field of the Closed issues that this customer is seeing? Susan

Hi Jakub, Great news, if you can please "accept the answer" :-)

Hi Zain, That's how we did as well. In the create permission we limited to Service Desk customer - portal access. WE then added in some specific individuals/groups to the create permission that would then allow those people to create an issue directly in Jira. Cheers Susan

Hi Nathan, Do you have any conditions on that transition? I had a condition where only a certain role could transition the issue, and that ended up hiding it on the portal. Hope that helps Susan

Hi, we have our holiday social next week: https://ace.atlassian.com/events/details/atlassian-toronto-presents-atlassian-toronto-community-holiday-party/#/ Please sign up... After that our next one isn't till Jan 29, 2020. Cheers

Hi Ritchie, Welcome. I hope you can join us at one of our community groups and connect in person. Cheers Susan

Hi Fabian, The app "Extension for Jira Service Desk" supports a field "Share with" on the creation screen. We use it. CHeers...Susan

Hi Ivan, The SLA won't recalculate/restart/recalibrate. It needs to be fixed from step A to step B (with pauses allowed). Then based on the criteria determines the actual length of the goal. I think the best way is to have 4 SLAs. The first one 3 minutes that starts on the first step and stops on a different step, then the…

Hi Ivan, That's not really a great way to manage your SLA. If your issues transition from for example "awaiting security approval" to "Ready for Duo..", then the SLA will attempt to recalculate itself because it's now in a new status and yet still meets the start condition. Do the above statuses transition to each other?…

Hi Mahesh, Unfortunately there isn't a way to adjust this the frequency of the customer satisfaction survey at this time. You could raise a feature request with Atlassian at: https://jira.atlassian.com/projects/JSDSERVER/issues/JSDSERVER-1551?filter=allopenissues HOpe that helps Susan

Hi Aoife, Could you perhaps paste in a screenshot of the problem you are encountering? Susan

Hi Ivan, Do you think you could paste in your SLA Set up? Susan

Hi Mahesh, What are you having difficulty with in jql? The logic for finding resolved issues is "resolution is not EMPTY". Susan

Hi Nodar, First of all I think you intended to show the snippit of Issue Commented for Approvers. Your snippit is Issue commented edited. Approvers are considered service desk customers and therefore aren't going to receive JIra notifications, they will only receive customer notifications. In the customer notifications,…

Hi Steve, We do the opposite, just checked. I'm pasting our rule

Hi Steve, I don't believe you can do that with standard JSD automation, but you could change the customer request type. That's what we do when we see an email request come in that comes from our monitoring services, we change the request type to Alert, and we change the priority. You could look at automation for jira app,…

You can vote for this issue: https://jira.atlassian.com/browse/JSDCLOUD-8002

Hi Mike, Try as you might there is not currently a way to stop the customer notification when an issue is resolved (the resolution is set). Susan

Hi Sai, When you are cloning an issue you are copying ALL the fields from the old issue into the new issue, as well as the approvers field(s). In general I would advocate to stay away from cloning. But if you must then you maybe need to set the approvers field as part of a transition. Or edit the issue. Hope that hleps…

Hi, So sounds like you want to connect up a database almost of info around an organization. There is nothing OOB that I know of. But maybe take a look at the app Insight, as you can make that a database of anything and it works well with Service Desk:…