Susan Hauth [Jira Queen] Community Champion

Hi, Can you first send me a screen shot of your Project - Settings. THanks

Hi, Sometimes they are right under our noses, and I was very impressed that you checked all the schemes!! Please accept answer Susan

Hi gregory, Fields can be made mandatory or options in the configuration of the Request type in Jira Service Desk settings. Go to Project Settings - Request Types - find the request type and select "edit fields". Hope that helps Susan

Wow, all these gym people! Very admirable. I run and have been doing so for 40+ years. Have done 9 marathons, many half marathons and countless 10ks. Now I just run for the sheer love of running, plus the benefit that it keeps me fit. 

Hi, The app just adds in additional jql functions. So if you're already using jql, it's not a stretch to use the Scriptrunner jql functions Susan

Hi, Are you on NextGen? If you're on Cloud issue security is part of base Jira. Cheers Susan

Hi, You could look at Scriptrunner for cloud which has additional jql features. Susan

Hi Meiling, Did you check the configuration in the custom fields for Story points to ensure that it's set up globally and not restricted by project or by issue type? Should look like this: Can you also check the screen scheme for the create screen to ensure that Story Point are on that screen. Can you also let us know if…

So glad I could help Nico

Hi Nico, But that does sound like the problem. You have restricted workflow steps for only the reporter, so is that first view the reporter's view of his request? Susan

HI Nico, I don't believe so, I think this is due to conditions on the workflows. Perhaps there is a condition that Only the Reporter can do the transition? Susan

Hi Michael, The only way to do that is to use the Issue security. Create a issue security level and when the issue transitions to the status you want to hide, then use a post function to set the security level to something that isn't visible to the customers.…

HI, Looks like there are conditions on the workflow steps. So that Cancel and "Info To Development" are conditioned for maybe "customers" or not agents or something based on a group. You will need to open up the workflow to figure it out. Hope that helps Susan

Hi Kelvin, Definitely. Here's the documentation on how to customize your portal: https://confluence.atlassian.com/servicedeskserver041/configuring-the-customer-portal-969530854.html Cheers Susan

Thank you Emma, I don't have much experience with NextGen. 

Hi Jodie, This is not supported OOB, but the app "Extension for Jira service desk" allows you to do that. See the documentation: https://deviniti.com/support/addon/cloud/extension/latest/issue-links/ Hope that helps Susan

So it looks like you are only a "Project Administrator" and a Site administrator (which is not the same as a JIra Administrator). You need to reach out in your org as to whom that might be to either grant you that role OR update your notifications.

Hi Pete, You may just be a Project Administrator vs Jira Administrator. Susan

Settings - just below Issue Security

Hi Pete, You need to be a jira-admin to modify notifications. They will be in the project settings. Hope that helps SUsan

Hi, Can you please try reattaching your screenshot? Susan

Hi Mahesh, I would suggest you look into the App "Tempo Timesheets". That will meet all your reporting requirements. Susan

Hi John, Did you try Tempo? That should work just fine. Susan

Hello Alexander, It's true there isn't a native way in Jira to capture the "approver". There is a feature request: https://jira.atlassian.com/browse/JSDCLOUD-4532 What we do is when a request is approved, in the post function we copy the current user into a custom field "approved by". We then report on that custom field.…

Hi, Each Jira Service Desk only supports a single email address. However, you could either have multiple service desk for your each of your clients OR you can use an automation rule to identify your client and segregate them to a different request type or queue. Hope that helps Susan To vote on this feature request:…

Hi, You could probably use a bit of automation (E.g. Automation for Jira) to set a field "approver" based on the value of the Organization. We do that in server but we use ScriptRunner which I'm not sure is allowed in cloud. Hope that helps Susan

Hi Stefan Did you look at the App: Elevator https://marketplace.atlassian.com/apps/1215740/elevator-smart-issue-assignment?hosting=server&tab=overview Cheers Susan

Hi Shobhit, You can set that up pretty easily in the automation setting of the service desk. Just make sure you have a transition "reopen" from the closed status. When = Comment Added IF = Resolution is not EMPTY and Comment Type = Customer Then = Transition issue (Reopen transition) Hope that helps Susan

Hi Rosa, Yes you only need Jira Core for a user to be able to browse a service desk. :-)

Hi Rosa, You would have to grant them a jira license as a user. You would then need to ensure you grant them browse to the service desk project. But you need to make sure you don't open it up too much. Hope that helps Susan