Jack Brickey Expert

Hmmm, so when the trigger issue is closed you are choosing “Completed”, correct? Are you seeing this “fixed” error regardless of the resolution chosen?

The automation wouldn’t exclude a resolution. My point was that some projects are configured to exclude resolutions because they don’t apply. This isn’t normal but is done at times. So, if the trigger issue includes “completed” but the linked issue doesn’t offer that resolution it would fail. Again a manual test will…

This is not possible. Mapping is manual only.

Hi Marina, welcome to the Community. The answer depends on the type of project. next-gen - creating new statuses is simply done by creating a new column in the board. classic - you edit the workflow and add the desired statuses and create the necessary transitions connecting the statuses. Then if you wish these statuses to…

Your update confuses me a bit. You mention trying a different resolution but then say no longer required. Regardless here are my thoughts. linked issues have excluded the resolution value that is chosen by the trigger issue. I would recommend a manual test that mirrors you automation to see if confirms this. That is, close…

Hi Christina, welcome to the Community. If you desire this new status to appear in a boards column then you must map it manually. Assuming you have a configurable Kanban board click on the ellipses in the upper right of the board view and select Board settings > columns. To the left you should see unmapped statuses…

His @Maspero , welcome to the Community. Can you please provide more details of you goal and what you have attempted? Maybe share your current filter as well.

You cannot increase the depth. You need to type a few characters to zero in on a name range.

This is not possible OOTB. There are addons for this, e.g. Backbone though I don’t have any experience with this personally. It is unclear if you will run into any issues given you are on the Free version.

I think you are setting up the email channel incorrectly. It seems you have setup an incoming mail handler under settings > system. The mail channel for JSD is setup under each project > project settings > email requests. Can you confirm?

There are a few approaches to this. * Consider an addon - https://marketplace.atlassian.com/ * consider creating a custom field (SLA Expired) and use Automation - example if your SLA agreement has an "end date" you could set the SLA Expired to True if the issue is created > SLA End Date

or just create Queues based upon "clients" and name the queues by assignee so they can simply assign to themselves.

What defines "clients" exactly? I would look at Automation to see if you could achieve this. Maybe placing clients into groups and then use if/else block to JQL if the reporter is in the group and assign else if another group then assign...

interesting...have her try a new browser. also inspect the exact link she is using and try yourself.

You would need to add Components to the form used when creating the issue. Once that is done you can then leverage the Components lead assignment.

Hi Jennifer, welcome to the Community. Are you simply wanting a notification when an issue changes status? You mention "subscription" which is generally associate with a saved filter. Can you explain more about your exact goal? BTW, you cannot do any status to any status in JQL. However, Automation might be an option but…

@MB, this might be a different question TBH. When you say you want "the log work field automated", what exactly are you trying to do? Are you saying that you want to require the user to log work when transitioning the issue from one status to another status or something else.

What you should get with an export of a date is a very big number that represents seconds. You need to convert this to a date. You might find this KB of use - date-format-changes-after-exporting-to-excel 

Use the Excel extension and run your query directly from Excel. jira-cloud-for-excel-official 

I assume your issue is not solved so I have unchecked “answer accepted”. I don’t have an immediate answer here, just ideas to troubleshoot. Is it possible that there is another Prod Owner Approval transition? Maybe try renaming the one shown and publish to confirm. Long shot. You mention several projects using this…

I don’t use NG projects for JSD nor do I use g-suite so not sure. But is there an email log that you can inspect? There is for classic and it is exposed as a link beside the email. This would show if the email is retrieved and fails or if no log, then it wasn’t retrieved.

Can you log into the mail account to ensure the emails are actually received by the mail client? I’m unsure why this would not work unless the email isn’t getting to the inbox or there is something wrong with the email.

When you create a business project you get a basic default Kanban board that is not configurable. If you wish you can create a Kanban board setting the location to your profile and add a shortcut to the board in the sidebar. This will give you a fully configurable Kanban board.

Can you verify the workflow you show is published?

Hi Lee, so I assume you followed the steps outlined here - add-a-custom-email-account-in-next-gen-service-desks Assuming so, can you try the default email address just to see if it works?

Hi Adam, the order is by popularity and is not currently configurable. Here is another thread that explains this further - Service-Desk-Portal-Project-Layout/ 

in addition to Amanda's input, you also have the ability to set a condition in your automation based on who transitions the issue, i.e. if a customer do "x" if not do "y".

you should see "Scheduled" as a trigger option.

IE is no longer support browser. You need to have them move to Edge, FF, Chrome, etc.

OOTB it isn't really possible to customize the table presented to the customer. The customer should receive a notification when their issue is received and you can certainly edit the text presented to them e.g. they understand you have received their request and no further action is required at this time.