Jack Brickey Expert

You can try to look in Jira admin area under System > audit log. However it seems clear that it is not being added. Have you tried adding other customers? If not could you do so. I’m trying to understand if it is something with this particular user/email or any emails. Can you check under the Jira > user management area…

Can you explain what you mean by record management? I don’t see Jira being a good tool for such but it really depends on your detailed requirements.

After adding the customer can you check under Project settings > People and see if the just added customer is listed? Also, If you have admin privileges, it might be worth checking to see if the customer is listed under the Jira Admin area (cog icon in upper right) > user management > Jira Service Desk.

And they could use the Widget feature which is embedded in any web page

Happy Birthday Nic! I hope you did something special or at least got to relax and take a day off from answering questions. ;-) CHEERS!!

Hi Milan, welcome to the Community. You might find this site useful - https://www.atlassian.com/software/jira/pricing there is not, AFAIK, any limitations on number of issues.

You could just set up a new instance. Just as you did with the first. The trick is that you can’t use the same instance URL. If you want that you need to reach out to Atlassian support.

Hmmm, have you added the sub-task type to the project under project settings > issue types?

I do not know of any means of doing this OOTB. moreover, i'm not aware of any addon that would help. I'm guessing you would have to write some code for this. The issue w/ truly random is weighting. Sally might get all of the hard issues. :-)

Hi Greg, welcome to the Community. Well, on the surface that is sure odd. Let's have a look... * Can you go to Advanced search (click on the search box and then click Advanced search) * in the advanced search enter project = food and hit return * does anything show up? If so are any of them those from FFT? * if not then if…

Yes I do and for sure a single project works best where queues are concerned. However, I think this can be overcome by one of two ways (likely others too)... * Create a dashboard for these combined agent projects. This gives them one web page to find what they are looking for. You can make use of "currentuser()" to remove…

Hi Jess, welcome to the Community. You will want to set up separate projects. One for internal and one for external. This will allow you to have separate KBs as well as keep internal things internal. For example, I have several internal projects, e.g. IT, Facilities, Staffing and the several external projects for Customer…

Hi Janet, yes this can be done and should be pretty straight forward but lets take a look. If you open one of your Tasks there should be a button to "add child issue" as below. and if you click on a child you should see breadcrumbs to the parent as below...

Make sure you have a Description field associated w/ each request type, or at least those that you want to use for emails.

Hi Jeff, welcome to the Community. You will find email notification options under project settings > notifications. You will want to ensure your user name is in any/all options where you want to be notified. Unfortunately there isn't a choice for Attachments specifically.

does this article help - choose-a-request-type-for-email-requests ? if you have the email setup click the ellipses in the top left under Email requests screen and choose Configure email request types

Hi Simon, when your agent takes a phone call and subsequently opens a ticket be sure they use the "Raise a request" in the sidebar. This will give them the opportunity to follow the correct form for the specific Request type and choose the customer in the "Raise request on behalf of" field. Alternatively, if they feel they…

Can you share your automation details? Generally what I do under these situations is to build the automation one step at a time, e.g. add initial comment and if successful add the second reminder, etc.

This has to do with GDPR requirements. You might see this thread for an Atlassian response - Reporter-Field-does-not-export-in-correct-format 

Agreed. John, while I’m happy o provide further input there will be some guessing involved. If you send a screen shot of your workflow I can comment further. Ideally from the edit screen with the “show transitions “ checkbox ticked. In fact I expect that just inspecting the workflow might answer your questions.

You need to check with the admin as that is a custom status or transition. My wild guess would be Software Quality Assurance. But it is anyone’s guess. 

Jodi, you WIN because... damn!

Yep! This is all done within the Workflow post functions if you are using Classic project. If you are using Next-gen you cannot achieve this.

Have a look at the 2-dimensional gadget on the dashboard. You can choose the y-axis as Assignee and the x-axis as the status. If you only want resolved issues then simply define the filter accordingly. You create and save the filter under Advanced search.

soapbox: Deleting issues is almost always a bad idea. that said... Bulk edit is the method natively and since the JQL that is used to begin the process is limited to 1000 issues at a time that is your limit. Performance reasons. I would recommend doing it ‘off hours’. API - you could develop a tool (potentially quite…

The only way is to remove them from the subscription. So if you are using a group for the subscription you would remove them from the group or define a new group without the users.

Fahad, i need to run and take care of some things now but will point you to this thread as a discussion on site access - https://community.atlassian.com/t5/Atlassian-Account-questions/Whats-the-meaning-of-site-access-without-any-product-access/qaq-p/1278123 there are other discussions and I recall an Atlassian article but…

you should see portal-only customer under user management > jira service desk. however, some customer will also have "site access" and possibly application (JSW, Confluence...) access in which case they show under Users. So if they are added to a JSD project as a service desk customer they should show under jira service…

it is hard for me to find any food I dislike much less ones that many do like. Two things I hate: Mayonnaise on any form of sandwich, burger etc. Now I don't mind mayo combined in things. Raisins in oatmeal (or any) cookies. I like them by themselves or in trail mix not in my cookies!!

that's just wrong. :-)