Jack Brickey Expert

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As you found you can't Move an issue from one issuetype to another w/ native automation. The Automation for Jira Lite gives you 300 automations/month for free. If that does not work and you simply want/need to go native then.... Is the requirements to switch the issuetype optional? That is what about simply changing the…

@Faiza Muzaffar, Welcome to the Community. If you want all issues to be assigned to the same user then simply edit the workflow and add a Post Function on the transition from IP to Done to set the Assignee.

David, Are you on Server version of JSD or Cloud? Are the images above associated w/ the native Automation? If so I do not think you can change the issuetype using the native automation. This is why I suggested trying the addon Automation for Jira.

@David Gage, Here is what I think is happening based upon what you have told me: * you are trying to change the Request Type to a value (System Alerts and Errors) that does not exist for the current Issuetype (Service Request). That Request Type exists for the Incident Issuetype. * Before you can change the Request Type…

This is what will happen for sure. You might check the marketplace for an email handler addon app but unsure if one exists for this specific scenario.

@Kody Kepple, welcome to the Community. Are you asking if you can use an O365 email address as your Custom email for JSD project? If so that certainly works. Below is an example of mine which is on Cloud but I would assume Server would also work.

Epic Link isn't currently supported in Next-Gen. There is an open issue for this - JSWCLOUD-17239

@Ann Marie Guinan, re: #1 I think we can skip this as I now understand that you are not creating issues via email, only portal, but basically it is the same screen that you captured in you response to Tarun. One more thought on the cause here. By chance are you using an addon app, e.g. JETI (Jira Email This Issue) or…

You are correct. I am seeing the same thing. While you can reorder in Board setting > Columns, w/in the board itself they appear in alphabetical order. I attempted to move the status out a column and then back in but not luck. TBH, I'm unsure if it ever worked before or not. I would recommend opening a support request if…

@Rich Gange, it has been awhile since I worked with multiple status columns but I thought that you could drag and drop them within the column in board settings. Is this not the case?

@kareem alaa, I don’t know that I can assist you here but wanted to ask if you are using an addon associated with your test cases. If so, I wonder if the performance issue is associated with the addon.

These are not actually fields but are calculations and as such they are not exported. You can recalculate in excel after export.

Ok so you are getting emails just not mobile app notifications. I will need to try some tests tomorrow on this.

Are your agents part of Jira-servicedesk-users? Check with all users in that group to see if any receive emails.

Send a screenshot of your notifications scheme for Create.

If you are using the Jira mobile app you should get notifications. As well your agents will get emails if you have configured notifications on Create for the group your agents are associated with, e.g. Service desk team.

Thanks. As I suspected. It seems to me that what is missing here is automation of the move component. So I think the automation needs to look like this... perform the move in the automation ( when it comes in from email, if whatever conditions, then move to incident and change request type and traction and assign) in other…

It should not automatically add customer to all orgs. How are you adding customers and does adding a customer ask if they should be added to an org? You need to ensure customers are only in their respective org.

@Stefan Meier, i think I need to reset here. In looking at your question again I’m not sure what you are wanting to see in the backlog. The backlog should only show issues that have not started. The exception is if you move something into a sprint and do not complete it during the sprint. your title question speaks to…

@James Heaphy, i wanted to reiterate that I was simply seeking more input from you on what an acceptable implementation would be. It seems that what you would like is to have a "Project Status" value (Open/Active, Closed/Complete, On Hold). Earler you requested how to raise to Atlassian. I would refer you to…

@James Heaphy, out of pure curiosity what would be an acceptable implementation of closing a project? More precisely in the current Jira application what would you want to see. Currently I have used the project Category for archiving projects. Basically I created Archived and I created an archive permission scheme that I…

this is not currently possible. If interested provide feedback to Atlassian via the feedback link.

Great. that was a tricky one for sure! I would have never found that.

I anticipate this will be added in hopefully before too long.

Yes that is cloud and AFAIK you can’t change. 

My question is this - are Service Request and Incident associated with the same workflow? If you are not sure please go to project > project settings > workflows and include a screenshot here.

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you can find out quickly simply by doing the following: * click on magnifying glass * click view all issues under recent issues * click in the jql search bar (remove everything that is there) and enter the following project = your-project-name AND status = Done replacing w/ your project name * ensure the Resolved field is…

* you definitely want a single project. * create groups for requests in the manner that makes sense to customer. * create queues for your agents placing all request types that belong to each IT team, e.g. phone, printer go to Team 1; facility access and lighting go to Team 2; etc... * each IT team needs to triage their…