Meg Holbrook Expert

We have 16-20 agents active typically. There are only a handful of Tier2+ support to handle escalations though. We handle internal and external issues though, so that user number is easily in the thousands. 

@Brant Schroeder - We use tagging a lot in my organization, but I realize this may only be effective in smaller group settings. I use the Automation for JIRA addon to email/slack message users as well as to ping them when the SLA is nearing breach with either a slack message or a direct email.

Hey David, the main thing to consider when separating projects would be: are you going to need different workflows. If the answer is no, you can likely stick to one project and be fine. Separate queues are done on a filtering basis. SLA's can be triggered on a filtered basis. Another thing to consider is, will the projects…

Hey @Frank Dombrowsky - not that I know of.

Hi @Keith OBrien is it possible that these emails have been blocked by another application? This may be something you need to reach out to Trello support directly for. 

@John Chuma - I poked around a bit more and JIRA Email Handler is purported to be able to do this, but I haven't tested this functionality. 

@John Chuma - hey there! As far as I am aware, you cannot use a single email to route issues to various projects. I looked into this last year wanting to accomplish something similar but found out this functionality wasn't available. However, one way to work around this would be to allow all issues to populate into the…

Hey @HH, Wanted to present an alternative solution for you that I utilize in my own installation. We have an SLA set so that when an issue has been transitioned into a state where the customer needs to respond, it kicks off an SLA (8 business hours for us), and then the automation waits for that SLA to breach and sends a…

@Scott Theus - take your badge of LIES elsewhere!!

Best of luck on your exam @Kat Warner !!

@Test User KL wooohooooooooo! 

@Jan-Peter Rusch - that sounds like a blast! Great that you were all able to coordinate getting to a show together. 

@Patrick Cartier [Candylio] I'm excited about the community workshop as well. I wasn't involved much in the community the last Summit - but I'm looking forward to seeing everyone this time around. 

@Jack Brickey I was really surprised at the number of shows that are ongoing there. 

@BiancaE I'm sure you'll have enough feedback to keep you busy until next Summit! We'll miss you though!

Hi @Jonathan Forrester - Not sure if there is an addon specifically for this feature currently available inside the marketplace, but I am doing something similar with the third-party application Zapier. Zapier has support for both JSD and JIRA and I can add trigger events that when a comment is added on one issue, I can…

@BiancaE - uh, of course you can! SO CUTE!

Hi @Lana Ellis , As far as I am aware, the dashboard owner is the only user who can make modifications to the dashboard. Sharing is possible if enabled in the user's group settings, but the editing will not be. 

Hi @Eduardo Domínguez Vázquez - great profile picture :) This is definitely a hole that agents could take advantage of, I hope this hasn't happened for you too many times. I've been poking around my instance to look for ways to correct this and haven't found anything. Interestingly enough, it seems this also occurs when…

Hello @Walt_Roe - You will want to go to your SLA settings and modify your business calendar. You have the ability to add holidays. 

Hi @Bimpe - Can you give us some more information on the details of your rule and we can try to help out as much as possible? 

Hi Judy, I don't believe this is out of the box functionality. I've had success with Automation for JIRA addon, and I know that other email tools may also take care of this need.

Hello Idaima, When you move an issue to a new project, the new workflow should be applied. I would recommend refreshing your issue to see if the UI is not updating on the move. 

Hey Oliver, glad to hear you were able to get this figured out. I'm sure the Atlassian team would love to hear your feedback about the new JIRA Software. The principal product manager has an AMA…

@shannyshan I was there for the last town hall, had a blast! The new office is beautiful! Thanks :) 

#hugops from Sacramento, California - spreading the love!

@SG - I agree that apps tend to complicate the process. In my organization, our apps are so critical to the success of the product, that we find ourselves greatly delaying upgrades until we have 100% certainty that our apps would be compatible. 

Hi Syed! I'd love to hear about how the Atlassian team is making upgrades easier for users. I know you all have done a lot in the last year to make this process smoother - but I'm curious to hear about the next steps. I know there was discussion about more 'smart upgrade' functionality. 

Hi Melissa, Not sure if this is relevant or not, but are you using SAML or made any changes to the users on the backend of the system that would cause them not to be syncing? 

You are a magical human being, and I appreciate you times a millionty. Quite the undertaking and I think for all the chaos - it's going SUPER well! You're crazy though for standing in the vortex of all that is cold and miserable... Just saying. Also - @_Fabian A. Lopez is a superhero.