Jack Brickey Expert

Hi Jason, are you on a Free plan or standard plan? How many users do you currently have (admin > billing > manage subscriptions)?

@George Mihailoff , if you want the entire project to show then you can create from existing project. If you want specific issues then you need to create using a saved filter.

Ok so it seems you wish to change the from email address. This is not configurable.

Seems odd to me but again I have never used this feature. I would try using the id.atlassian.net and see if it works.

I have never experienced delays like this.

queues-for-jira-service-desk I have not use this myself. Also worth noting that there are others out there I believe so you might want to check the marketplace. 

There is an add-on that will do that if that is an option for you. The other option would be to move away from cues and have your agents using see a kanban board or a filtered list. 

this should not be happening AFAIK. I have never used the Suggest changes. TBH I have never even noticed it. :-) Does using this feature direct the recipient to id.atlassian.com? That is the proper way for a user to change their email address. I'm intrigued about this topic and the Suggested changes feature. A quick search…

the automation info is certainly an interesting bit. have you tested with any issue where the org is set manually? I would recommend that test for sure.

what you will want to do is to couple this w/ an automation (using JSD Automation not Project automation) that will send the assignee a notification on breach.

I wish I could assist but I'm simply not seeing this. I would defer to Atlassian Support.

Given you are on cloud you have Automation built in so that is definitely the way to go. You can setup a trigger that meets your needs. Often with recurring tasks it is on some schedule so you can use the "Schedule" trigger and either select the frequency or set up a cron. Here is a good resource to assist…

So with Business projects you get a default non-configurable board. However, you can create configurable classic board independent of the default one. You simply create the desired board (scrum, kanban) and for the "Location" you must choose your profile. Then you can add the board to the sidebar of your business project…

ah so I think you are talking about Knowledgebase articles and how they appear w/in the portal. Assuming this is the case you really cannot influence that at least OOTB. You will get a basic article not a dynamic web page where one can click-thru to other pages.

a project and therefore the associated 'tile' (e.g. demo desk) will only show for those customers that have been added to the project as Customers and the admin (you). So to remove it from the Customer's view just ensure there are no Customers associated with the project. While you could delete the project I would not…

Hi Ronald, I have seen several post it would seem to be related to this. As such it might be worth reporting to Atlassian support to see if there’s some issue that has been introduced. If you do so and get an update please update the post here.

Yikes! That is certainly have normal. Mine appear within a matter of seconds to maybe a minute. Is there anything unique about your instance in your set up an email configuration? Ultimately if this is repeatable I would recommend you reach out to Atlassian support so that they could login look at your logs and see what’s…

What you are seeing there is the name that’s presented on the portal which is different than the project name internal to do your service desk itself. I know weird right? Go to project settings > portal settings and edit the name there.

Check under the admin area under system and global permissions. at the bottom you should see NexGen projects see if it’s enabled or not.

If you want to simply be notified when a ticket has been open for say four hours or whatever then you can do this by setting up a unique SLA and when that SLA breaches it can send a notification to you.

Hi Margaret, do I understand correctly that when an issue is moved to Done then you wish to open a new issue if the Resolution of said issue is set to "Done"? If so I would think you can do the following... Trigger - issue transitioned Condition - jql condition = status = done and resolution = done action - create issue…

using the Create sort of breaks the JSD process. You need to ensure the Request Type is filled in to ensure notifications go out to the customer (reporter).

here is an article I wrote that references this (see the third Q/A) - Frequently-Asked-Questions-for-Jira-Service-Desk another useful link - How-to-update-service-desk-issue-state-when-linked-issue-in-Jira 

if you do not see it then your Admin may not have enabled the ability to create NG projects.

Hi Zailyn, you should not move an issue from JSD project to another project as it breaks the connection to the Customer (reporter). Rather you should use the Create linked issue. There are a number of posts on how to integrate JSD with JSW for this very purpose. BTW, JQL works on issues not projects.

That would be a question for Atlassian. I am just a user like yourself. You might reach out to them via feedback link in your instance. However, I think some details on how a table field type would even work for them to consider such.

So customers in JSD choose Request type not issue types which are not exposed to the customers at all. In any event there isn't any way to do this OOTB for Request types or Issue types. Unaware of any addon that could do this but that doesn't mean there isn't a solution out there. Does the solution have to be Issue type?…

pulling discussion back into this thread... TBH, i'm not sure. Interesting idea here as it appears you are trying to overcome the manual housekeeping that is currently necessary with organizations and customer in thouse organizations. I would need to play w/ this idea and will do so if I get some time later but won't be…

Hi @Hannes , so when and how is the Company field getting set? Just wondering if you can simply copy the value in Company into Organization field following some trigger. My only concern/unknown is whether this is possible based on the field type. I assume Company is some drop down field and you would need to ensure that…

Hi Sumit, welcome to the Community. You might find this article useful - what-are-jira-workflows Basically, what you want to do is to either create a new workflow or, if you have one that is nearly what you want, make a copy of an existing one then edit. Finally you associate the workflow with your project (project…