Walter Buggenhout Community Champion

Hi @[deleted], This is not possible out of the box. There is an open request for this functionality that you can follow here (JSDSERVER-195) or here (JSDCLOUD-195). Or you could consider the add-on extension for JIRA Service Desk if you're on a Server instance, which does offer this functionality. See also these related…

Hi Tony, Given that you have to reconfigure your service desk request types for each project, SLA config, working hours and so on, I would say you are in the right direction. It is only since last year (more or less) that organisations have been introduced in JIRA Service Desk. Before that, it was really difficult to share…

This demo may give you a good idea of the capabilities.

Hi @Thalles Rigobello, This feature has just been released in beta for the server version. If you want to follow up on it, check the documentation over here.

Hi Shantu, In addition to Steven's answer, check out this related question. It explains the additional configuration that helps you set the assignee synchronisation between JIRA and Portfolio.

Hi Fred, No, unfortunately that is not possible out of the box. Given your screenshot, there's two ways to work around the issue: * Your reporter can comment on the request and in that way add additional information to the request. The info will be added to the issue as a comment. * You have exposed a number of transitions…

Rather than hacking into the source code yourself, you might want to consider Refined Theme for JIRA Service Desk.

Hi Max, Your SLA definitions are based on JQL criteria. In order for this to work, you should make sure you have distinct selections as a basis for your SLA management. Your first 3 examples are identical. So try to determine the calendar at issue creation (e.g. based on time / date of creation) and set the SLA calendar to…

Hi Aleksandar, For your first use case, just add a post function to the Accept transition of type "Assign to current user". That will cover case 1. For the second case, Rafael's suggestion might work (there is also a free version of the add-on, Automation Lite for JIRA), but before you go down that path - ask yourself if…

As Joe says, there is probably a post function setting the assignee. It might be to the reporter, but just as well the CurrentUser(). The post function Joe is referring to can be found in the Workflow that is associated to the project where you create your issue and the issuetype you are creating. It should be in the…

Hi John, Yes you can. It is not something you would usually want to do from a methodology point of view, I guess, but JIRA will not keep you from doing so if you want to.

Very often you will want your initiative (or program or portfolio) level issues to be visible to a separate and maybe limited set of people. There might be an ideation or approval lifecycle process behind the issues and you might only want to release them to be actually worked on after approval. Keeping them in a separate…

You should be able to do this with the free Automation Lite for JIRA addon. It has a user friendly UI that allows you to graphically configure this based on a time schedule. You don't need scripting skills for this.

You have a lot of AND and OR going on there. It might help if you got rid of all the 'Epic link' stuff first to get the status data right. Try to recreate your filter focusing on the statuses first and add the Epic link stuff afterwards. You might consider one of these options: - group the statuses in your JQL: status NOT…

Am I right that you are actually trying to filter out access requests for users only related to applications that are still actively being used? I don't think this will ever work as you are trying to link things that are not related to one another. From what you are writing, you want to filter components based on issues…

Nice to see you've gotten there, Mark. Just to add to that - and as a confirmation - it is indeed your permission scheme that sets the permissions for your users at project level. Permissions are event based and it's important to come to grips with all the different permissions and the way they can be granted: through…

Hi Polly, When you add a customer to your service desk, you are also adding him to the Service Desk Customers role of the project. You can remove people from this role through the project settings and then selecting Users and Roles. Or from the Customers list of your service desk, click the link to remove customers in the…

No, not really. What you could do as a workaround, is allow the customer to close his/her request though the customer portal. To allow this, make sure you have a transition to close an issue from any status (global transition to your closed status) and then enable it on the customer portal. As such, your customer can at…

Sure you can, why not? See an epic as something large. Suppose you work - to take the most common example - in 2 week sprints ... If you weren't able to split an epic across multiple sprints, you would require huge staff capacity in order to get it done. JIRA Software's Epic reports also show you a forecast of how many…

As you are talking about Change Management, impact to integrated systems and multiple vendors, I would suggest you definitely have a look at Insight (which you probably by fortunate accident mentioned yourself in the last sentence :-)). Insight is an asset management solution from Riada integrating with Service Desk and…

Hi Bernie, In the JIRA Issues macro in Confluence, just add an ORDER BY statement to your JQL filter. If you want to order by key (as you mention in the question), write the following: Project = <your project> AND <any other criteria> ORDER BY Key You can specify the sort order by adding ASC (a>z) or DESC (z>a) if that…

There is a field called workratio in JIRA which shows you exactly the rate of original estimate vs time spent. It is a percentage. This JQL statement shows you all issues where time spent is higher than the original estimate: workratio > 100 If you combine that with the project you want to select issues from and any other…

Hi Mike, The answer is partially in your question. As you correctly state, the filter of your board is ordered BY RANK. So not by priority. So if you make sure you rank your epics (you could do this in backlog view of a scrum board or set up a kanban board with just your epics) by dragging them in the desired order, they…

Hi Chris, No, unfortunately not. To work around this limitation and if you want to specifically have your team focus on mainly the backlog column (as this is where new issues come in, right?), you could use a Dashboard instead and show only the issues that matter in a Filter Results gadget. A dashboard is wallboard…

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I suppose this means you have officially opened up 2 different service desks and chosen to use email as a key channel to create issues. And there will - no doubt - be good reasons to set it up like that. You might consider getting of email and encourage people to create tickets no longer through the email channel, but…

When you make changes to custom fields, you should reindex for the changes to reflect on existing data. You can either do that through the Administration section or you can reindex a single project as well. See the documentation for more details.

Select the option 'Filter' shown in your screenshot. The columns you select will then be associated with that specific filter.

Hi Mary, Yes. A release (version) is project specific in JIRA. So even if you have a release with the same name and use it in 2 different JIRA Projects, they are technically 2 different things. Portfolio actually helps you to see/manage them as 1. That's what the CPR is intended for. So if you want to add issues from 2…

You can't, actually. You can add them on your Board Cards, however - if that might help as a workaround. To do so, go into your board configuration, select 'Card layout' and add them there.