Phill Fox Community Champion

What permissions are set for a Service Desk Customer?

Can you check what permissions you have given to your JIRA Service Desk customers.(Reference https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html)You need to make sure they have a permission to create not just the anonymous user.

And just to double check you have confirmed these are JSD Mail handlers NOT JIRA Mail Handlers you have checked.

Have you worked through the resolving issues page at https://confluence.atlassian.com/servicedeskcloud/troubleshooting-issues-with-the-email-channel-732528950.html in particular "Customers send emails to create requests, but no requests are created and customers do not receive any notifications."

Ah now I think I have a little more clarity. So you want the users of your Service Desk Portal to be able to raise requests by email. To do this you need to make sure you have set up the JSD mail handler correctly (this is different from the JIRA mail handler you might have been using before).…

Sorry this is still not helping me give you any help. Can you confirm the following assumptions.You are using JIRA Service Desk Cloud.You have setup a customer portal.You want to allow customers to email their request to JSD rather than use the portal.

Which portal are you requesting access for? This site is a community user site for Atlassian products.

You are upgrading from 3 to 5 agents and so your new total will be 5 agents and it will start a new 12 month period.

Hi Greg, The settings you need to change are the screens displayed on each workflow transition. Simply removing the reference to the screen will stop it asking for comments. Be careful though on the resolve issue transition as this uses a special screen that captures the resolution as well as a comment. To make these…

You will still need to think about what URL/port combination is going to be used for each application but this is a lot simpler than trying to force four applications in to one Tomcat container.

There are a number of good videos available on the Atlassian youtube channel at https://www.youtube.com/playlist?list=PLaD4FvsFdarSWUyuv6cto4gunIvVzDTGD that will help you understand some of the concepts of JIRA. 

Is this the documentation you are looking for? https://docs.atlassian.com/jira/7.0.5/com/atlassian/jira/rest/v2/admin/auditing/AuditingResource.html or this https://docs.atlassian.com/jira/REST/latest/#api/2/auditing

There are multiple options of how you could create reports to track progress. For example Create a dashboard and using the activity stream gadget you can see the latest activity from an individual or project. Alternatively you can use two-dimensional tables to show the results of a filter detailing the current status of…

Hi Peter The Original Estimate and Remaining Estimate are part of a composite custom field called Time Tracking. This field is available within the Field Configuration and also for Conditions/Validators in Workflows. However, be careful to consider how you are going to handle any issues which do not have a time element if…

Some organisations define bug as anything found before release and defect as anything found after release. But other organisations use the exact opposite. So the decision is entirely down to your organisation on which makes most sense for your situation. Whichever you choose make sure you police the usage to make sure that…

See this definition from https://confluence.atlassian.com/servicedesk/collaborator-660967501.html Collaborators are users that occasionally assist agents with customer requests by making internal comments. For example, developers help support staff analyze a bug and add a comment that explains the cause and any workaround…

As long as your new installation matches the previous version you should not have any problems migrating. You will find the download archive at https://www.atlassian.com/software/jira/download-archives/

You should review your web server log file to see what sort of requests and their location were coming in during the high peak usage.

The files attached do not contain the raw logfile information but it is clear from these that there have been a couple of peaks of usage on your system. You should investigate to see if this is genuine usage in which case you will need to consider increasing the capacity of your system to support such usage or if this is…

See this link for more information about the hierarchy of JIRA including Portfolio. http://blogs.atlassian.com/2015/04/jira-portfolio-fundamentals/

At present the mobile interface is not a complete replacement for the for the desktop version, and this includes the absence of dashboards. There are some 3rd party applications which provide different levels of integration with JIRA using the API access but none that are replacements for the full functionality in the…

Hi Mustafa,Can you please attach a copy of the application log file. You should find it by following the instructions here. https://confluence.atlassian.com/jira/where-are-the-application-server-logs-16121981.html

You may find the information on https://confluence.atlassian.com/jira/setting-properties-and-options-on-startup-120007.html useful for troubleshooting your install.

When you created your two new stories and added them to the sprint, this would cause a change in the sprint scope and so your burndown estimate would be changed. Moving the subtask to the new story will cause that remaining time to be added. The original story could still be showing the remaining time from when the…

Hi Michael Can you provide some more detail on what you are trying to achieve? JIRA already has a relatively powerful issue filter built in (under the search for issues) link and there is an advanced version where you can write SQL like commands to restrict. Once you have defined these filters you can then use this to…

Your installation will retain all data when you change the licence size either to increase or decrease the number of users. Just remember to keep an eye on the number of active users to make sure that you have the optimal licence level.

Hi Madhu, In addition to the excellent answer from @Jeremy Gaudet you should be aware that when they migrate you will be asked to map previous statuses that no longer exist to appropriate new statuses should you decide to proceed with the application of your new workflow. I would strongly suggest you try this in your…

I would always reduce the number of issues to a minimum that are returned by any filter being used for subscriptions. For example using the condition of resolution is EMPTY to remove any issues that are already completed. 

I note that there is no news yet on a Server version nor have there been any upgrades to the existing Cloud version for many months so I am beginning to wonder what level of support is being provided for this plugin by Mindmeister.

At present the permissions on managing sprints are quite broad. You will be pleased to know that Atlassian are currently working through improving this functionality and a release is expected shortly to provide more granular control. Please keep an eye on the version release notes. For more details please…