Walter Buggenhout Community Champion

Hi @Vineela AK, Create a ticket through the portal as if you were a customer (you should be the reporter of the ticket). Make sure the customer satisfaction feature is enabled. Then resolve the ticket. When it is resolved, the satisfaction survey is sent out to the reporter (the customer), so you should be able to verify…

Hi @Viral Patel, There is some essential information missing in your screenshot to be 100% sure about how you set up your automation rule, but try this instead to refer to the summary: {{triggerIssue.summary}} - Legal review That syntax should inherit the summary from the issue that triggered your automation rule. Hope…

Hi @Rachana.Pandit and welcome to the Community! The key to this is the location where the boards are coming from. The one where you cán see the 3 dots is stored in your user profile. That is a board that you can actually copy. All the other boards are linked to projects. And my guess is that these projects are all team…

Steps 2 and 4 are key here. To transition issues and be/change the assignee, you need an agent license to JSM (i.e. product access to Jira Service Management) AND assign your account to the Service Desk Team role.

Hi @Casper, Have a look at this support article. The short answer is yes, but you need to play around with the grouping settings. Hope this helps!

Aha, yes. It is not really formally making a project inactive, but adjusting permissions. It is a common approach that was used in the past when archiving a project was not available yet and it is still a valid option. The only thing to pay specific attention to, is to make sure you keep the browse project permission still…

Hi @Vladimir Sumilin, It depends what you mean by inactive. If you mean archiving the project, everything will remain intact, but you will not be able to access the issues in Jira. Archiving a project basically hides everything from your users. Hope this helps! 

Hi @jakeeryasmin and welcome to the Community! When you refer to the agents portal, I assume you mean the standard create issue screen you see when your agents create an issue using Jira's create button instead of the portal? If so, hiding the request type is currently not supported. There is a feature request for it in…

Hi @Rinjini Poddar, Jira does not have a permission to limit the read only behaviour of a single custom field in a specific status. Using workflow properties you can indeed restrict editing in a specific status, but that would apply to the entire issue. Ask yourself if it is actually necessary to edit any other fields once…

Hi @nortvis-admin and welcome to the Community! In order to do so, you may want to review the permission settings on all projects across your Jira instance. In order to restrict access globally, you need to implement a best practice that facilitates this across the board. Jira Software supports 2 types of projects: team…

Hi @Todd Winton, You did find a very concise article there indeed. In this support article a more complete reference regarding csv import can be found. From that article, this section describes how to import cascading select custom fields: Importing cascading choice custom fields You can import values to a cascading choice…

Hi @Troy, Topics are a fairly recent feature in JSM, announced near the end of 2022. While there are a couple of things you can configure, renaming the actual word Topics is currently not one of them. For an overview of what you can configure (and some limitations), see this support article that you probably have already…

Hi @Chris Boley and welcome to the Community! With great power comes a great number of components, unfortunately. But luckily, it works the other way around as well 😅 You can include your custom made form by linking it to the request type you use for the onboarding ticket you mention. That link is made directly from the…

Hi @Geetanjalee Patil and welcome to the Community! There are a couple of migration guides you want to check out for this scenario: * Available migration methods for a cloud to cloud migration In your scenario, migrating using the Cloud to Cloud Migration Assistant is most likely the best option. You will most likely run…

Hi @zahra13rashidi and welcome to the Community! There is no link between a transition and the comments, so I am afraid that will be difficult. Since the comment is required and added during the transition, both the transition event itself and the comment are logged with a timestamp against the same issue. So using the…

Hi @James Dushay, Screen configuration in JSM may indeed be a bit overwhelming. From what you describe, it seems as if you have modified the configuration of the request type (from Project settings > Request types). This is just the view that is used by customers to create tickets from the customer portal. Setting a field…

I'm also wondering what is generally available or on the roadmap to allow customers to signup and/or identify themselves through digital ID and the level of integration with the mobile app. That may be 2 questions wrapped in 1, but I see quite a few actual use cases where the external customers are really field users…

Hi @Alex Zhitnitsky, I was pleasantly surprised by the announcement at Team '23. I am very much looking forward to hearing how management of external customers will be enabled (adding customers, managing their data, link to their company and support tiers, how this integrates with the existing Organisations to share…

Hi @Dave LIAO, Like @Dave Mathijs I work as a senior consultant for Platinum Solutions Partner ACA Group, engaging a lot with customers in a digital or agile transformation. I engage most with software and IT teams, but as companies today are so much IT-driven, best practices and tools scale across the entire enterprise to…

Hi @Andrew van Ingen {ServiceRocket}, Maybe a bit late to the party, but I found your discussion interesting - at least. I am primarily in the corner of @Malik Mangier when it comes to trying to structuring content. When you give the same pieces of information to 10 people, asking them to organise them in a (tree)…

Hi @Julie Campbell, The magic is not so much in the gadget you use, but in the filter you create to retrieve the data first. Just a few examples to get you going. If you would like to build a report showing the issues created this year and view those by issue type, you would first have to create a filter that searches for…

Hi @k-p, I don't think you can. But setting the reporter field instead is essentially the same field. Both are set by the system and are usually not necessary to be displayed (especially not on the create screen). Hope this helps! 

Hi @彥宏(Luke) 劉, My Chinese is a bit rusty, but it seems you are in an ongoing sprint. If you use story points as an estimation statistic in your board, story points only burn down when a story is completed entirely. That means that it reaches the rightmost column on your board. Based on the limited information I see, my…

Hi @Tamkeen Fatima and welcome to the Community! While you cannot make it appear under the existing roadmap link you see in your project (that is a predefined feature linked to your project), you can add additional shortcuts to the side bar in your project and make your Advanced Roadmap accessible in that way. From the…

Hi @Adan Ruiz and welcome to the Community! It seems the function does not support adding multiple sprints in the arguments. As a workaround, you may want to try the following: issueFunction in removedAfterSprintStart("Board Name", "Sprint Name1") OR issueFunction in removedAfterSprintStart("Board Name", "Sprint Name2")…

Hi @Rahul, Jira totally has the flexibility to support your use case(s). Start from the way your teams work and implement the workflow you actually use to get things done. If these teams use tasks and stories, you can use those issue types for their work. Design the workflows and screens with exactly the fields they need.…

Hi @Cyril James, Yes, but you would have to select them in the scope view before you use the bulk option remove from plan: Hope this helps!

Woke up really early this morning feeling a bit like this: This might not be a sea animal, but if it were, I'm sure it would never attack sailing boats 😅 - I'm glad I could still add (or rather remove) a few pounds and took the chance to drop by the Teamwork Lab once more. Always a great place to catch up on ...

During the covid years I was surprised how much could be achieved remotely, asynchronously and without meetings. Especially in the status department, indeed. However, what also became very clear to me is that this requires a totally different way of working. Of individuals, but also as a team. Status updates are more than…

Unfortunately, I'm caught up in workshops and a long commute today, but my 💙 goes out to this great initiative once more. Apart from doing a simple 👍 to actually contribute to a cleaner planet, this is also a great opportunity to discover valuable Community content that may otherwise remain nicely wrapped in plastic 😉 - So…