Jack Brickey Expert

Does the user Have permissions for the project?

You might check here for some training - https://www.atlassian.com/university

The Customer Notifications area is specific to outgoing email notifications not incoming emails. I understand your issue to be related to where customers are replying to emails. The logs for these replies will be under the configured email under Email requests.

Hi Ron, welcome to the Community. So this isn't perfect as there is a hole in the logic in that it could falsely send an email for an issue that was in the sprint before it started in the scenario where someone edits the sprint field and maybe removes an older sprint. Note, I have not tested so LMK what you find.

Hi Brian, my theory is that the sender is not currently a Jira user. If the person that is sending in the email (from) is not a Jira user then the default will be used. You can set it up to add the sender as a new user if you wish and that should resolve it. Can you confirm if my theory is correct?

This is abnormal. I have to wonder if there is a Post Function on the workflow that is setting to "Won't do" which would certainly not be a good 'default' value to elect. Can you please inspect for this in your workflow?

Hi Christie, to the best of my knowledge these colors cannot be changed. At least this is the case in Cloud and I expect the same in Server.

Hi Brooke, welcome to the Community. You can't "color-code" users. However, if they have recognizable avatars (e.g. as mine here) they will most certainly meet your goal. You can also consider using JQL to add a color bar to the cards based upon assignee but the number of colors are limited. Finally you can use the avatars…

you should place the JSW users into a group or role and allow them Browse permissions for the project(s) referenced in the filters that are associated w/ the dashboard gadgets. In otherwords, they need browse permissions for the project in order to see the dashboard.

ok so because they are NG have you created a classic Kanban board for this purpose? If so did you create the board from an existing saved filter and then reference the aforementioned filter? TBH, I do not use NG much at all and I seem to recall an issue where have a mix of classic and ng on a kanban was problematic. but if…

can you go to Project settings > email requests and View logs? Inspect for any errors.

Hi John, I believe you may be saying the following? Previously when a customer responded to an email notification from JSD their reply would appear as a comment in the issue. Recently, this does not appear to work properly as the comment is not added. Do I have it correct or have I misstated? Assuming I have interpreted…

can you provide more info? what didn't work? It could be that you are running into permissions issues, e.g. some users have access to one project but not another but just guessing here. Can you provide the filter you are using? Also can you confirm if either or both projects are Next-gen?

I don’t believe this is possible. IMO, though tedious, I believe the best method is to use Move as dis used here. 

Hi Saud, welcome to the community. While you can certainly create a new issuetype you cannot have any new hierarchy associated with it. 

Not to my knowledge. Have you inspected all automation rules including any Global rules (Project Automation). I have to believe there is a rule that is at the heart of this. Keep in mind that the rule may have been disabled after the event occurred.

all Customers can view portal as can Agents. So basically everyone associated w/ a JSD project.

not unless there is a bug. But remember that for JSD Cloud there are (currently) two forms of Automation: Automation (near the top of project settings) and Project Automation (at the bottom). The later being a result of acquisition of Codebarrel and Automation for Jira.

Hi Kaur, glad to see the Community is working for you. There are a number of threads discussing sub-tasks inheriting from parents. You might want to perform a search "inherit from parent" and see what comes up that might be different/better than my response below. :-) you can edit the workflow and add a post function(s) as…

actually i created this issue so you can vote/watch - JRACLOUD-74495 if there is already an issue on this I'm sure they will close as a dup and reference the existing one.

I am guessing this is a Next-gen project. Classic projects will reveal the sub-tasks. BTW, i did a quick search of jira.atlassian.com but did not find an issue reported on this. You might wish to provide feedback and/or contact Atlassian Support to see if they are aware and if not will open a request.

so I am not sure that is a valid request based upon the following extreme scenario... created at 11:59am are you required to solve <=60s? It would seem that the actual goal the customer is wanting is to have an issue resolved w/ the same business day unless created "after hours". Let's say your SLA calendar is 8am-6pm M-F.…

Your agents should use “Raise a request” link in the sidebar and in the form use the on behalf of field to select the customer. If they use the Create button in the app then be sure they change the Reporter and select the correct Issuetype and Request Type.

If you are speaking about Customers you will find them here - under User Management then Jira Service Desk. Search user and click on ellipses to the right and select change password.

I’m not exactly sure what your question is. It seems you have outlined how most folks use the two tools when it comes to dealing with development issues that come in via Customers of JSD. * Customer raises issue in JSD * Agent inspects and determines this needs Development to work the issue and opens a linked issue in JSW…

I expect this is an issue with your Chrome instance. Try the following: * clear cache and retry * inspect and if necessary remove extensions You might try a different browser to confirm it is a Chrome Issue.

Did you try this... click on the Cog (Jira settings) and select user management. Search for the user click to show details. Click ellipses and select prompt to reset password.

There isn’t a way to reformat the display on cards. Even with the built in Automation I don’t see how that could work. Basically you need something that could read these three fields and concatenate them with a colon separator and shove it into a custom text field that could be added to the card. Maybe some scripting addon…

No. Notifications are sent at the time of the event so all things that have happened previously will not trigger an event.

Can you please try to place “” around the text, i.e. summary ~ “BE”