Dave LIAO Community Champion

@eli.l - hi Eli! Regarding #2, go to "Jira Service Desk configuration" (add /secure/admin/SDConfiguration.jspa after your Jira URL), then change "Can customers create their own accounts?" to "No, only my team can create accounts".

@danielb - from your screenshot, it looks like your notification email is being triggered by "Issue Updated". Hope this helps!

@Rob Horan - hi Rob! Unfortunately it's still not possible - at least in Jira Service Desk for Cloud - to set goals in days, only hours and minutes. (I have a lot of SLA goals set to "48h"... oy.) Regarding how goals work with custom calendars: * Timers count down only during the active work hours defined in your calendars…

@Varun Purohit - hey Varun! Long-term, if you want your customers to pick their own SLA based on a value they submit: * Make a custom field select list (call it "Desired SLA"?). Populate the select list with your desired SLA values: 2 hours, 4 hours, etc. * Change your SLA to have goals like: "Desired SLA" = "2 hours",…

@Varun Purohit - can you rephrase what you're looking to do? Within an SLA, you can set distinct SLA goals. I see you've set up many based on Summary (the issue name). Usually, SLA goals are based off fields like Component (i.e. different categories), or Priority, or Severity (you'll need to create this field), or a…

The more, the merrier!

@aynura.nasibova - that's good to hear! Feel free to share your answer/solution here if you like 😃 

@Timo Ketola - I created a test issue in a service desk portal (in Jira 8.10 / Jira Service Desk 4.10.0). As a customer (from the customer portal), I attached a TXT file, and then I attached a JPG image: * The text file appeared as a hyperlink. Clicking on it showed the text file contents in the current browser tab. * The…

@Javier_Corchado - ¡Hola Javier! To invite customers to your Jira portal: * Navigate to your Jira project, then click "Clientes". * In the upper-right, click "Añadir clientes". The customer will receive an email invitation to your portal. Customer accounts are free. Make as many accounts as you need. Customers may access…

@amde1108 - this is helpful! * Can you confirm what version of Jira (e.g. 8.7?) you're trying to start? * Regarding the plug-in parameter, try increasing it (to 600) and see if that helps?

@Dorcas Chen - ah, JSD is a product Atlassian offers that tightly integrates with Jira. If you're referring to the Resolution Time gadget (the one that is available on Jira dashboards), unfortunately that can't be customized out of the box. Resolution time is calculated purely as you stated, from creation time to the time…

@aynura.nasibova - hi Aynura! Logging time against issues is project-specific, and whether JSD is installed or not shouldn't affect how you report on time logged. Can you rephrase your question?

@Dorcas Chen - in addition to being an administrator for that project, do you have Service Desk Agent permissions? Typically, this means you should be part of the "Service Desk Team" role (under "People").

@Matt Campagna - did you ever figure out what the cause was with the re-opening issues?

@amde1108 - let's check a few things: * are you running Jira as a service or not? If no, is Jira running? * are you certain the port to access Jira is 8080, or did you customize it? * hopefully you're accessing your actual server's IP, and not "myserversip" ;-) ... are you accessing from your PC, or from another device?

@Dorcas Chen - one or more Scrum and Kanban boards may be configured for any kind of Jira project. It's also possible to have a Jira project without any boards. You might have a software development team manage their work in sprints (on a Scrum board), but also have a Kanban board to visualize ad-hoc work (or recurring…

@Dorcas Chen - Resolution time indeed starts calculating from an issue's creation unless you tweak your Time to Resolution SLA to have a special pause rule: * First, navigate to the Jira project where you want to make this adjustment (SLAs are project-specific). * Click "Project Settings" (you're a project admin, right?) *…

👐

@aynura.nasibova - can you elaborate? What insight are you trying to gain? What info do you want to see in the report?

@IT Support - I suggest starting separate threads for new questions. But while you've got our attention... * Out of the box you can't auto-populate "Summary" or "Components" when creating issues via Jira's header. There's a variety of Marketplace add-ons that can help you do this. You CAN set default values for custom…

Hopefully Atlassian updates their documentation to show this! Mystery/mysteries solved. ❤ 

@aynura.nasibova - this article covers your question perfectly: https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-call-center-phone-integration

@Stephanie Kohne - hopefully there is more flexibility around admin notifications in the future. Even when moving a project to the trash, all admins get notified about that activity... Feel free to mark my initial answer as the answer (I've edited it for clarity). @Jack Brickey - I don't have the option to archive projects…

@Carla Ann Rowland - have an outlook.com email? You should be able to add an outlook.com email address as an alias for your live.com one, then hopefully be able to request the whitepaper then?

@Lachlan Wintour - perfect! Take a look at the "Integrating Jira and Confluence" KB article from Atlassian. At the bottom, there's a link with instructions on configuring application links. You'll need to do this from both apps. Hope that helps!

@IT Support - Jackie, this is possible. On a given request form, you can: * hide the "Summary" field, then set what its value will be for every issue created via that form * add the field "Components" to the request form, then hide it, then choose the components added for issues created via that form Let me know if this…

@Jack Brickey - yep! I typed in "arch" - and thought of Star Trek's holodecks - then the Archive option appears:

@Jack Brickey it must be new! In the admin screen for Projects I still only see "move to trash". However, tapping G-G lets me go to an "Archive" page that I know wasn't there before 😉

@Lachlan Wintour - hi Lachlan! Can you rephrase this question? Are you an administrator of the Confluence instance AND the Jira instance?

@Stephanie Kohne That's probably why he received the "project archived" email. Check with the other members of that group, I suspect they received the same email(s) too.