Laurens Coppens Expert

Serge, In my experience, option 1 is most used. This implies that the servicedesk staff needs to be well trained to use the correct procedures in handeling tickets and doing problem management the way it should be used. We have, in the past, done setups with scriptrunner to put a button "create problem" on the issue screen…

Hi Nikolay, As this is on a cloud instance, i think its best to open a ticket with atlassian to tackle the performance issues on your instance. Regards, Laurens

Ethan, I took another look at the screenshots and i think i understand better now. You go to backlog and then you have a list of issues and you would expect the done issues are not in the list. But the screen exists of 2 sections, the upper section is the sprint and the lower section is the backlog. Your done ticket is in…

Hi Ethan, Is the middle screenshot the ticket that is done? Because that has another summary then the one in the lower screenshot. Just to make sure that it is the correct ticket that is showing in the wrong column. Sometimes display is effected by the resolution instead of the status, but in boards it is in fact the…

Cathy, Could it be that they do not have a service desk license? They can be in all the correct roles but still need to be in the jira-servicedesk-users group to have a license. Regards, Laurens

Welcome everyone

You need to set your customer permissions to "Customers who are added to the project" Then you need to add the user accounts to the customer role under users and roles.

Is this a server or cloud instance? Maybe this is a cloud limitation

Should be still relevant, do you get any error?

@Monique Khairuliana thanks for adding the link to the feature request @stojadinovicp I understand your frustration, i've had the same one in the past, but i think the explanation in the feature request is clear and the decision has been made and we need to accept this. I have always used a work around by adding a prefix…

Sergio, You're welcome, if you're satisfied with the answer you can always mark it as accepted. Regards, Laurens

Sergio, How about copying the user info into another custom field, change the reporter to a generic user and then deleting the inactive user?

Shaik, Normally adding an attachment in the portal will also create a customer comment. This means you can just use jira automation with the trigger commented to change the status.

Aakash, As Mohamed says you could try stuff with behaviors if you have the scriptrunner addon. But for your requirement, you can just put action taken on the view screen and since it will only be populated on the transition to done it will only show after it is put on done because empty fields are not displayed

Sergio, I don't really think there will be a safe solution to achieve this as they all authenticate with the same generic user an thus jira thinks they have the access rights to view their requests. There are also other things to take in account: How will you contact the users (i assume an email field in the request) but…

Sergio, Since they login with the same account its not anonymous and so you cannot know which request is from who and how to block access to the others. What you could do is try to hide the button using javascript somehow but if they have the full link they will still be able to go to requests. I don't really see a secure…

No, you can't dynamically change the view screen based on status. Empty fields are not visible on the screens. Why would you want to hide non empty fields based on status?

Vivek, You can use the history for that but if you really want to query on that, i think the best way to achieve this is to add an extra custom field and populate that with the date you assigned the ticket to L1 and another one for L2. Regards, Laurens

Hi Stojadinovicp, This has been asked numerous times before: https://community.atlassian.com/t5/Confluence-questions/Create-multiple-pages-with-the-same-name-within-a-space/qaq-p/138708 https://community.atlassian.com/t5/Confluence-Cloud-questions/Pages-with-same-name-in-space/qaq-p/443236 Its not possible, you can dig…

Hi Aakash, You can only have 1 view screen, its not possible to change the view screen based on the status of the request.

thanks!

@Nicholas Fish You need to use the automation plugin by codebarrel, not the default build in automation of service desk.

Aditi, Windows 2003 isn't supported anymore by microsoft and no longer a secure OS, has nothing to do with atlassian. I advise you to check with your IT department on how to proceed further with this. Best approach would be a new VM with a supported os (Windows 2012 or later), restore your jira environment there and test…

Aditi, Main answer is no. You need server access to do the upgrade. Since you need to test upgrades, you will need a test environment and database access. Also, Windows 2003 server is no longer a supported OS, so you will need to get another environment that is supported. Regards, Laurens

Anshul, Great, feel free to contact the community again if you run into problems with the jira api. Regards, Laurens

Colette, Now i understand the confusion you have. The user picker when approached through the portal is limited to customers who have access to that project. The user picker from an agent point of view when just using the create button in the normal jira interface has no limitations regarding the customers. So normally…

Hi, I would think that this is because customers don't have the browse user permissions, agents do have this permission. So Customers will only see other customers (if allowed by the jsd permissions) Regards, Laurens

As the log says, the jql condition was not met. So you need to check the original ticket EASYREWARD-18 to find out why. Also check the history log of that ticket because it could be that the issue meets the jql at this point, but not when the rule was triggered. The jql is not fully visible in the screenshot, but i see it…

Abhishree, For this case i think its best to open a support case with codebarrel, they have great support for their automation plugin. If you want to get support here in the community its best to share some more details about the rule: * What is the trigger * Why is it a global rule when you only use it for one project? *…

Anshul, I think this is more a servicenow question than a jira question. You could do webhooks or try the automation plugin to do a call to the api of servicenow. But i think the main part is checking with servicenow how you can do an incident update through their api. From the jira part the only thing you need to do is…