Jack Brickey Expert

@Felipe Silva , have you closely inspected the issues that are associated w/ your 7.12 report to confirm that they in fact do not add up to 600k? they should be listed under the graph.

Hi Andreas, you should certainly be able to assign a Customer as the approver. However, note that the customer approver approves via the portal not the application directly. What should be happening is that the approver receives an email notification w/ an approval link which resolves in the portal. Assuming that you have…

The user is either an admin or an agent. Please check to see if they have Service desk application access.

You should be able to add a sub filter that considers the resolution date. There is a thread that should help you mentioned just to the right under related content - How-to-create-a-Kanban-Sub-filter-to-hide-Finished-issues-older-than-1month

@Shanhan Bonham , I believe you would need to look at an addon like Automation for Jira. Here is an example of what it might look like below. There are other addon option you could consider like Power Scripts or Scriptrunner. I just happen to have AFJ so had a go at it.

I originally thought that as well but learned the value of Empty. 

try adding the "EMPTY" component, e.g. (status = Testing) AND (labels not in (BeingTestedByCustomer) OR labels is EMPTY)

you won't have any "issue" just that the fields don't map 1:1 but then again you don't need them to I would expect.

you can use any Issuetype that exists in the project the issue is being linked to. What you should do is use "Create Linked Issue" for the JSD issue and create a linked issue of your choosing.

hmmm, i tried the following and it seems to work... project = syt and labels not in (approved) which yielded ~1200 results project = syt and labels in (approved) which yielded ~11 results w/ spot checking indicating no overlap

well you can create a kanban board from a filter that is associated w/ an NG project. * create a filter - project = myngproj - and save it * go to view all boards and click create * select kanban, select the filter and save to your profile location

@shailaja Kukkala , i'm not exactly sure what your goal is but will offer the following as a start. If you are using kanban boards for your development and QA you have a couple of options: * a single kanban w/ columns representing the different stages a task/bug goes thru: To Do -> Implementation -> Ready for QA -> Testing…

What should occur is that when an issue is resolved a separate email is sent to the customer (reporter). They can choose to respond or not. You should see your satisfaction results under project > reports > satisfaction.

Correct. You can either add the fields to the portal and customers would see as well or have the agents update the tickets within the app once created.

First given this is a public forum you may not wish to share your help center url or email. nownto your issue, please verify that you set up the email channel in the following location: project > settings > email requests. Make sure that you have a Request Type associated with emails. Test the email to ensure a connection…

Ah, sorry I missed that this was Service Desk as I generally associate ranking with JSW not JSD. That aside, for JSD projects indeed only Agentsnwould be allowed to do this as only agents can’t “work”on issues. It is an interesting use case to rank JSD issues. You may wish to open a suggestion at jira.atlassian.com. There…

@ChristianWaidner , that is an addon app - Filters for Jira

Have you considered using the “approve button” directly from within the email? Here is another thread on this - Approve-button-in-email. Note this isn’t available for Cloud but I see you are on server. Maybe you are already doing this?

so are you saying that some folks can rank and some cannot? How are you determining that they cannot rank? can they not reorder tasks in the backlog? Do you have ranking enabled? You can verify this by going to your board settings and see if "order by rank asc" is appended to the filter. here is more info on Ranking...…

If memory servers you need "Schedule Issues" permissions.

I'm not familiar with that addon. If you do work out a solution for this please share here for others.

thanks Gil. I have not used the feature of allowing customers to access Confluence articles directly. I may play with that as we begin to move toward more external customer focused projects. Thanks for the info. How do you typically direct your customers to the KB articles?

Maybe it is different on Server. On cloud here is what I can do...

there isn't anyway to do this OOTB. You might look at an addon like Scriptrunner or Power Scripts to see if it would meet your need.

Are your agents using the “raise a request” in the sidebar which directs them to the portal view where they select the reporter by editing the “raise the request on behalf of”? If not and they are simply using the application to open the ticket please try the alternate.

You can also use a dashboard with a pie chart or similar.

Yes. If you try to set this up you will see where you can link the two. Simple task. 

click on magnifying glass scroll to the bottom and where it says "View all boards, filters, ..." click on filters. find the filter in question using search and click on ellipses on right.

my only other thought is possibly an addon conflict. Short of that I would direct you to Atlassian Support.

what group or role is the user in and how does that align to the notification scheme? What event is it that they are not getting a notification for? * go to project > settings > notifications and click on actions > edit * click on Notification helper * enter info to have the system assess if the user should receive the…