Jack Brickey Expert

Good to know. I do want to try NG service desk but just haven’t found the right opportunity. For sure there are limitations but they are making progress and at least it has workflow capabilities where the SW templates do not which is a big limitation IMO. I don’t think I could live without conditions, validators and post…

I do not use next-gen but do understand notifications are forthcoming. That said I also understand that you can use Automation for this as well. Here is a post that discusses this - Next-gen-Service-Desk-Issue-Created-Notifications 

it appears that has been done. Sometimes the spam filter makes mistakes. :-)

what I have done in a previous life is to split my workflow across two boards - Dev and QA. I had "Ready for QA" as the right-most column in the DEV board and "Done" in the right-most for QA. While it worked, in the end I found it unnecessarily messy/complicated and I realized I needed to simplify my processes. Rather than…

I don't think that is really the case TBH. I wouldn't assume the comments are not seen/read just because there isn't a response to them. What I find in this post is that it starts out announcing a specific feature but much of the comments are '...well that's nice but what about this...'. I find it is much better to use the…

Yep that is indeed correct

if one instance is small you can certainly take a manual approach and sometimes that is a better solution IMO, e.g. the current project config isn’t what you want. In that case yo can create nice clean projects in the new instance and then export/import. Project manager, as I understand, copies all of the current config. 

Thanks. And can you confirm that you have some sub-tasks that exist in other states?

Please share a screenshot of your workflow and assign to sub tasks as well as the resulting gadget

I would need more info to assist. Can you share screenshots of what you are seeing? 

You can certainly attach files to issues and customers can edit and reattach. Are you looking for something more?

What does your filter look like that you are associating to the gadget? Your filter should be filtering on some tasks specifically if that is your goal. I assume you are sure the sub-task workflow is indeed published.

I haven’t attempted this however, have you tried the properties approach and found that to be unsuccessful? Can you detail what you have tried already? If I get time later today I will play with it on a test instance I have.

Mike, I’m not saying that this is right for you. I’m saying it is very common. We use this quite successfully today and I know of others that do as well. I also use the same auto-close automation for some projects and indeed it works great. to answer your question “why then ...” it simply comes down to customer service.…

This sounds very odd. Can you please try to search for this issue using JQL search issuekey = abc-123 if it shows up then please click on the issue to open it then click on the ellipses in upper right and select delete. Note: if you do not see delete you don’t have delete issue permissions.

I would suggest putting in a request with support and/or submit feedback. 

If you are sharing a workflow, which you are here, then it can only have one name. What you can do is copy the workflow, give the copy a new name and then associate that new workflow with your one project.

Ganesh, unfortunately there is no means of accomplishing these pop ups. The customer can certainly add a comment explaining. 

Actually this is a very common practice. A customer might open a ticket and realize they made an error. 

As Markus asked, please confirm if all issues have the Resolution field set. 

So the article shared above doesn’t work? I have not attempted associated with NG so unsure if there is something unique but would expect it to work. 

@Edwin Kyalangalilwa, is that an image from Cloud? Not sure it is and I do not have that field in my Projects page and I checked another instance as well w/o success. I wonder if this is Server specific?

this is not support OOTB. I have seen elements-connect (formerly nFeed) mentioned so you might have a look.

Have you seen this article? set-up-approvals 

This is not possible. You have Global admin and project admins. You might find this article helpful - permissions-overview . Note that is for 8.6 version but hasn’t changed in awhile but you can select your version to get to the precise doc.

As Pete mentioned, you will need an addon for this. There are two or three that are sort of specific to the task as Pete offered. However, consider a more flexible addon that can potentially do more for you in the future, e.g. Automation for Jira, Scriptrunner, Powerscripts, etc.

I would recommend referring to the online documentation as there is a lot of good info there. You can find it here - jira-service-desk-cloud/resources/ with that that said here are the basics: * agents - you can restrict which agents can access which projects by ensuring only specific agents are added to the project. You…

Hi Robert and welcome to the Community. So are you asking how to query (JQL) for all stories associated w/ previous sprints, i.e. non-active sprints? You could use this... issuetype = story and Sprint is not EMPTY and sprint in closedSprints() you can further qualify to add resolutiondate to cover a specific period. BTW, I…

Have you figured this out as yet? Can you provide a screenshot of where you are hoping to see issues that are not appearing?

I’m not sure why you would need automation for this, if you have set up notification on create for your agents based upon the role they are in, e.g Service Desk Team, then they should be notified. If this isn’t happening please check to see if the agents are possibly listed as customers for the same project. This can cause…