Meg Holbrook Expert

@Davin Studer, a 99% solution is good enough for me in this scenario. We deal with internal customers only through this desk, so asking for a new/different image is acceptable. One last question, will this script only run on new issues or all? I appreciate your assistance in breaking this down for me. 

Quick question on this, since I am one of the non-programmer types you eluded to. What is the comparison looking for? Name of file, file size, something else? I want to be sure that before I kick this off, only the images I specified are going to be removed no matter if the user has renamed them or if the attachment name…

This is a game-changer for my tiny help desk team! Our company uses 5-6 different social media icons below their signature lines, and it just eats. up. all. the. space. We've been looking for an easy solution like this for some time. I'm testing this now, but it looks promising!

Unfortunately, issues are controlled at the project level, so if security is a problem then you will need to create another project. There are workarounds for this issue, but it's much easier to manage two projects with these constraints. 

Hi Annie, Thanks for the comment. I misunderstood your request. I read this as wanting to add your organization name to the subject, not the organization field. There are a number of Addons for customizing emails in the marketplace. One of these may suit your needs since the functionality is not available out of the box.…

From what I gather here, it seems like you may be better off utilizing one project with 2+ issue types. Separating by issue type allows the issues across the 'projects' to have the same bones but customization in terms of workflow and fields. Changing issue types to your 'master' project would require very little…

Hi Annie, try this: Project Settings > Customer Notifications > Under Templates click Edit Templates > then Change the Subject Line

*postfunction

I think the solution for you will be to create a new transition step for escalation. Your 'start' criteria is not changing, so all you're doing is telling the SLA that it has a tighter timeframe than before, but not 'restarting' it. Try to create a workflow loop 'Escalation' by transitioning from your start status to your…

Can you send a snip of your SLA? I'd like to take a look. I *think* I know the issue. 

Hey Matt, The way I have implemented this is to include a 'Triage' transition that does the following: 1. Opens a triage screen 2. Technician Evaluates for Impact and Severity by filling in the screen. 3. Impact/Severity trigger a priority update 4. Transition updates the assignee to the current user 5. Automated email…

P1 vs P2*

What field or transition are you using to indicate a P2 vs P2? What you need to do is find the stop condition for the P1 and then create a new SLA for when the status (or other indicator) is set for the P2.

I highly recommend the addon Automation for JIRA. What you're asking for is completely in the realm of possibility by triggering issue change actions off of keywords, assignees, etc. This addon is fantastic and extremely affordable. https://marketplace.atlassian.com/plugins/com.codebarrel.addons.automation/cloud/overview

Am I the only one who doesn't consider eazybi to be incredibly user-friendly? Maybe I'm reporting-challenged.

There might be an easier way than mine, but here is how I do it: (I also employ AIO reports addon for reporting) Filter: project = EncompassHelpDesk and status was "Waiting for support" during ("2018/02/01","2018/02/28") Once results are exported to excel, I create a pivot table and group by key. Result is a table that…

This was one issue that I just could not wrap my head around when we first implemented, so I'm really glad to hear that this may help you. Let me know how it goes!

You'll see a slight delay since it's a web interface, but nothing too clunky. We use this addon to sync one specific project across two teams. One who is devs, the other is ops. They basically only need to know status while we work on the project. 

Placker powerup should do the trick for you. There is an ability to mirror cards across boards with specific attributes. 

To clarify my response; users in the reporter and participant section (while working within help desk) are classified as customers for the purposes of SLA triggers. If your agent is present in the Reporter or Participant section, they will trigger 'customer' actions. 

I completely messed you up, was in JIRA mode and neglected to look at the fact you were referencing Trello. Let me do some digging. I apologize profusely!

Reporter is customer in this scenario, so you're saying that your agent is the reporter, correct? Select a non-agent name as the reporter. 

**DISREGARD** Keep in mind that this isn't creating a duplicate card, but just displaying it on more than one board. Any changes you make to the card on your new board are the same on your other boards. 

**DISREGARD** Hey Ruthard, You can accomplish this when creating a new Scrum/Kanban board by adding multiple projects where you are prompted to select them OR You can also create a new filter so that only your chosen issues are shown on that board.

Hey Ory, I can't help you with documentation, but I can point you in the right direction in regards to where to find things. I've been on the new layout for a number of months and have grown accustomed to it. Agree that there's a big hole in documentation right now, though. 

I'd say open a ticket with support and see what they say. It can't be a coincidence that some people are having this exact issue starting at the same time. You've done all the steps I would have by rebooting/clearing the browser cache. 

Are you able to attach a snip of your SLA rule?

Hey Dennis, Someone else on the forums mentioned this behavior today as well. I suggested utilizing a different browser, but that did not work for that user. Did you recently transition to the new UI? This sounds like something that could be a potential bug. I'm assuming you have full access and permissions to the…

We run into this issue when an agent is also listed as a participant, that could be one thing to check. Another thing to check would be to see if the agents are listed in the service desk customer group. (spitballing here)