Jack Brickey Expert

@[deleted], the Community is a user help forum consisting primarily of users. If you need to work directly with Atlassian support you can do so via this link. If you already have tickets open you should communicate via those tickets. 

@Brian Young, welcome to the Community. I have some questions that might help me assist you with this. * What type of user have you created? Customer, Agent or something else? * How did you create the user exactly? * When you say the user can't see the Project are you attempting to do so via going to view all projects or…

While I don't yet fully understand your processes I would suggest that you create a board specific for this purpose. The filter for this board should include all projects or epics you are interested in. Basically create a filter for which the resulting issue list represents what you want to see on the board. Save this…

You are most welcome. Try it out and if you have issues or questions just let me know. Once you are confident your needs are met be sure to click the checkmark above to accept solution as it helps others when they have a similar question. Again, welcome to the Community!

Are you using some test case add on or have you simply created a custom issuetype, e.g. Test Cases and Test Scenarios. If the later then they will be treated just like any other task. Jira really doesn't have any concept of test cases or special treatment for them. For that you need an addon. I cannot say how the addons…

Swimlanes are basically a means of organizing issues on a board into 'grouped rows'. The resemble swimlanes of a pool hence the name. Here is a great article to get you started on configuring your board. Configuring swimlanes note the above link is for Cloud instance if you are on a Server instance you can chose the…

@Alexa Mehlhorn, welcome to the Community. I'm not entirely sure what your end goal is here but consider setting up Swimlanes on the board based upon Epics. Does that meet or come close to your goal? Granted if you are running w/ a backlog board then backlog issues will not show in the active sprint view.

@Andrew Thomas, are your test cases and scenarios just issuetypes in Jira? If so the only way I know of to ignore them in the burndown is to ignore them on the associated board altogether, i.e. exclude them in the board filter. Another possibility (?) is to leave those issues un-estimated altogether. In that way they could…

got it. sorry not sure how to help you on that front. Maybe others w/ nfeed experience will chime in here. good luck!!

@Richard Ryu can you simply click on one of the issues in the SD2 and see if Office is displayed? Second, if you are comfortable w/ JQL can you go to the search for issues and enter the following, editing the project to match your project name project = service-desk-2 and Office is not EMPTY

By the way HK this is an example of this topic frustrating me. In this document it indicates that Service Desk Team is intended to be for agents. I continue to scratch my head on this.

have you verified that the issue in SD2 actually have values associated w/ the Office field? In other words is this a display issue or an issue of there not being any data to display?

it will only affect new issues but the precise answer depends on how you make it required and you should think about that a bit. IMO it is generally not a good idea to make that field required at the Create transition. More appropriately IMO is to make it required when the issue has been 'approved' to proceed. For example,…

On Cloud you cannot. I'm not sure about Server but I suspect not.

Are you using a select list cascading custom field type?

thanks HK. Yes my user was a JSW user as well. I don't know what you mean by "Jira portal" there is only the customer portal. In any event I did not have them do anything other than log out and back in. TBH, i'm really trying to understand Project Roles and how they differ from a Group. Can you look at your Permissions for…

HK, thanks for this. So it certainly appears that I am wrong here based upon this text. I will say that the user roles is one of the most confusing parts of JSD and this is particularly true in Cloud where it has changed a few times now since launch. Can you confirm if you are on cloud or server? You can add the…

@zoha khoshnoodi, you will need a connection between your internal chat tool. Basically you need a webhook or listener. Many chat solutions provide this already: slack, teams, etc. not sure about Jabber. If it does not exist you would need to code one. Another thought, if Jabber provides a means of an email connector you…

@CAG-ISC, reopen would be a transition from you Done or closed status to the initial status of you workflow. I can’t tell you precisely without seeing your workflow. Even then it depends on what you ultimately want. For example you may want reopen to go to In Progress or some other status. 

@H K, can you please reference the exact text from the link you provided that is directing you to use Service Desk Team for your developers? Service Desk Team = agents, at least this is the case in Cloud and I suspect the same in server. Are you using cloud or server?

I’m getting a bit lost here but the bottom line is if you want agents of project B to work on issues raised by Customers of project A then you must do one of the following: * make team 3 agents of project A and simply assign the issue to them * move the issue from project A to project B * create an issue in project B and…

Unfortunately it is not possible to add the epic link to the sub task. 

It is difficult to troubleshoot this w/o access TBH. I wonder if there is some automation rule that is getting in the way here. Just a shot in the dark. I guess I would back up and ask if it has ever worked. This is pretty basic stuff but at the same time there are a number of things that can get in the way.

I personally would like to use Slack and in past life where I was managing primarily software development that is the path we would go. In my new role, where I own IT, I have to consider my customer's needs. Those pesky customers! ;-)

@Michael Castro,Agree w/ Raynard that you need to do a bit of reading. With that said to answer your request for snapshot... * go to the project * go to Queues * click New queue at the bottom * click Advanced to get to the advance JQL * enter something like below. actual will vary greatly on your needs. * repeat w/…

Of late most of my initiatives in this area fall outside of Atlassian products TBH. At the risk of being shamed here, let me share. Recently I have introduced Microsoft Teams into the workplace. While a handful of us have been using Stride, and Hipchat before that, there was no way we were going to see the entire…

@Michael Castro, can i ask why you are using keywords vs. leveraging or setting up some sort of field? For example you could: * use Request Types, which is one of the intended usages for aligning to queues * use Components field and require the requestor to select the appropriate Component from the drop down * create a new…

You are on a server version for which the instructions are here. Given your URL and the questions here, I'm sure you are not an admin and likely have not been provided permission to create a board. If the instructions in the link I provided don't allow you to create a board then please contact your admin about the…

@Joseph OFEI, * have you ever been able to create a board? * Are you and admin? * Are you on cloud or server? if your url for accessing jira is company-name.atlassian.net then you are on Cloud. Where company-name is your company's name or similar. * I suspect that you do not have permissions to create a board. * If you are…

@Manon Soubies-Camy, great article. For sure the users in Jira Service Desk deserves its own article as it can be confusing when getting started. This is well laid out and I'm sure will help the Community. Cheers!