Jack Brickey Expert

how does Zendesk create tickets? Is there a specific user associated w/ ZD? If so you can use automation to add your label.

you cannot do this dynamically, i.e. w/in the gadget but you can certainly change the filter to restrict the period of interest.

are you asking for a way to search for the original issuekey for a "moved" issue? Assuming so... This is not possible OOTB (AFAIK). However, you can use addons for this, e.g. JQL Tricks plugin (server only) and likely Scriptrunner, Power Scripts. If this is something you need to monitor regularly consider adding a custom…

fyi... NG Public Roadmap

sure...JQL search, e.g project = abc and status = done

you have to love automation and users tagging folks w/in. :-)

i have opened - JSDCLOUD-7812 for the suggestion. Feel free to watch/vote.

no. there is no event or notification when they click "Don't notify me". While I have never considered this before it seems to be a bit of an oversight IMO. Reasoning - as an agent if you are trying to update the customer or ask them for input and they do not get an email because they have disabled it then the comment/RFI…

@[deleted], unless something has changed you cannot use this for “Customers” in JSD. It is only for Jira (application) users. Please correct me if I am mistaken. I will take a fresh look today as well.

Have a look here. The top three articles are useful for this task. Dashboards are pretty easy once you get started. 

Go to Automation and find the rule that is changing the status on Share with customer and update so it does not. I thought by default there was a Respond to Customer ‘button’ at least there used to be. Regardless, you can add this transition between “waiting Support” and “waiting customer” or similar statuses. Then set up…

If you are admin go to the portal and click the customize button then enable the new look there.

You can’t clone a project.

@Nilesh PatelI just tried and it worked ok for me. i added two comments and both came over.

it may be that there is a bypass approval transition and this transition is exposed on the portal. Check the workflow and see if there is a bypass transition in addition to the approve transition. if so check if the bypass transition is exposed on portal.

I'm not sure this is possible OOTB. I recall trying this a long time back w/o success and just played with it and could not get it to work. Maybe there is a way but I can't find it. You might check an addon like Scriptrunner. It has and exactmatch function I believe but have not tried it myself.

yes. this is the correct method. change the automation Respond to customer = notification and transition to waiting for customer Share with customer = notification w/o transition

NOTE: if this is Next-gen project there is no Workflow. maybe the manage rules function can accommodate but would be surprised.

@Ryan Zore, this is controlled via the workflow. If you have admin rights then you can edit the workflow and set up a condition on the specific transition from 'Needs Testing' --> 'Tested'. There are a couple conditions you could consider: * Only Assignee - if the only person that can perform the transition is the assignee…

here are some things to consider: * Add SLAs to your issues based upon priorities * Use Automation to notify certain users based upon priority * Consider Escalation methods this is a good read on configuring notifications

I think I'm still missing something here. My point is to make the requirement to add the Resolution when transitioning to Resolve only. Don't have any requirement from Resolution to Closed. Unless your workflow can bypass the Resolve status and go directly to Close then you can be assured that the Resolution is set and…

if the Resolution is set when transitioning to Resolved status then it will not change when moving to Closed unless you specifically have something configured to require it be updated or some automation, etc. A single transition or a bulk transition from Resolved to Closed should have no impact on the resolution value at…

I would not expect to see such a suggestion. Are you saying that the Resolutuon code changes from Resolved to Closed. I would suggest that Resolution in your case would be applied at transition to Resolved and then transition to CLosed would be done when issues are “released”. This equates to removing any requirement on…

? Is there a question here? Could you please clarify?

here is what would happen... OLD-1, OLD-2, OLD-3, OLD-7, OLD-8 (4-7 deleted) NEW-1, NEW-2, NEW-3, NEW-4, NEW-5 (new project has contiguous issues)

@SME, first just a note on house keeping. please use the Reply button rather than Answer button when replying to someone so that it keeps the thread clean. Yes, create one project per brand/customer organization. Each project will get its own email address and portal address to share w/ the various customers. The one…

or you could create a new project and move all issues to the new project then delete the old project. but if you have an audit dept concerned about consecutive numbering then that might be frowned upon as well. :-(

@SME, welcome to the Community and JSD. First, you may not need to create a project per brand. it depends primarily on whether you are supporting different customers per brand. For sure if you want to present different request types based upon customers/organizations then a project for each is a good way to go. It really…

I checked in Atlassian's product ticketing for a similar Suggestion but did not find one so you may wish to open a suggestion. https://jira.atlassian.com/projects

you can't perform bulk edits from Queues but you can easily edit the queue, copy the jql, paste it into a JQL advanced search and do it from there.