Meg Holbrook Expert

Hey Peter, What browser are you currently using? I'm using a combination of Chrome and Firefox interchangeably and haven't experienced this issue. I'm currently on a PC with Win 7. Do you have any pop up blockers or other active web scanning tools? I notice that some sites on my home PC drag when bitdefender has active…

Hey Brandon, By Sharing a board with a new user, they only have access to the board you gave them access on. Did you have a concern about a specific board setup that you could share? 

I just looked at the article again and it says cloud only. Bummer! I also confirmed by testing in Server that isn't in there. 

Hey Dimitar, welcome! I want to address your master portal question first. In an organization like mine, we primarily serve internal customers, so a single help portal has worked great. We deploy a series of Issue Types that users can choose from, a few are below: - Requests for hardware - Onboarding new employees -…

 I just tested and Organization is not an available field under the edit issue automation in JSD. However, I did see that if you set your rule up so that this issue goes through a Transition that you have coded to postfunction empty the organization field, you could empty it out: 

Can you send a snip of your rule in its current state (without the Then statement)?

I was able to create a rule like this in JSD Cloud, and the article you linked did look like server. I'm poking around to see what I can turn up. 

Out of the box, JIRA has some great automation options (Project Settings > Automation) You could set alerts or automation dependent on key words or phrases in the in the ticket that would cause certain actions: assignee updates, emails to fire, etc. Linked issues could be either another ticket created in your help desk…

Happy to help, Matthew! Best of luck!

Hand wavers! Don't you love them! Concurrently one of the neediest but least-wanting of attention. I do not envy you. With that being said, I think a strong internal procedure for this client will be the best solution. -Once a ticket comes in from this customer, create linked issues to spin off for each individual 'item',…

ey Tammy, this information is now stored in JIRA Home. Click the three lines on the bottom left to access.

There may be an addon available for this purpose, but this is not native to Service Desk. The addon I would recommend looking into is Queues for Jira Service Desk: https://marketplace.atlassian.com/plugins/com.intenso.jira.queues-extension/cloud/overview

If you are on cloud, I do not think this is possible. 

Hi Florian, Welcome to the community! I have not found this template to be configurable. I recommend turning the notifications off and creating a template to manually contact new invitations from within your email client with their credentials included. In this way, you'll be able to control the message and branding.

Hey Matthew, My recommendation is to turn off this email as it is not configurable. In my instance, we have created an email template to be sent to users outside of JIRA in our own mail client. At least in this way, we can control the branding and message, even though it requires that we manually provide user credentials. 

Hi Sunita, What I would recommend is turning off the automated email on account creation altogether and setting up a pre-defined template that you will manually send out through your email client with all the information you'd like. I am not aware of a way to do this natively in JIRA. All of the automation tools that I use…

@Andreas Janssen, I wasn't able to find any other workarounds for this issue. 

The low-tech, quick and dirty way we handle these in our company has been that when I receive emails to my personal box (try as we may to get them submitting to the help desk), I forward to the help desk, CC the user, and the help techs switcheroo to the correct reporter. However, I can see the possibility of fiddling with…

I haven't found a way to do this through automation. Unfortunate, to say the least. You mentioned Automation for JIRA add-on, which is what I use (and has worked fabulously).

Morning David! The only way I have found to do this is to set one desk as the 'main' desk and then set up email forwarding/copy rules from another email address.

You should be able to distinguish between a comment for user or from user in your SLA configurations. 

Thanks Daniel! Agree that seeing examples is hugely beneficial. 

Emails should definitely only be read and not deleted. Do you have any folder rules for read emails in your email client? 

One way to do this might be to create an SLA that starts each time a comment is added (by either user or agent) and then sort your queue by SLA time. 

This might e the no-brainer answer but: The fastest/easiest way I'd tell you to troubleshoot this is to look at the permission helper. Have you reviewed for possible service desk access/view issues? 

I've been looking for a solution for cloud going on two years now, this did provide me with a glimmer of hope though. I appreciate your work though. A wonderful script that I could still deploy on our server instance. 

Yes. Which already tells me I should be sad because this won't work, right? Ha!

Hey @Davin Studer, Receiving an error when turning this on, can you point me to any configurations I missed? The only thing I updated in your code was the reference issue number. Apologies if I missed something glaringly simple! CorrelationId: 59829855-47a6-4cc1-89b8-5196b608c8fdRUN Script identifier:…

@Davin Studer, that's great. I will visit the first part of the article. 

@Davin Studer, that's great for us actually because we can attach new iterations of images and signature lines to the control ticket.