Jack Brickey Expert

@Franklin Hu, please share the final fix in this thread so that it benefits others in the future. 

Check the automation rules as they require a user to be defined to ‘run as’. I expect the admin set up a rule for someone and the rule runs under their name. 

I will share my thoughts FWIW. The Help Center is the main landing page for your instance of JSD. Each project in JSD results in a new Portal URL which is just a sub-page of the Help Center. If you direct your customer to the Help Center and if the project are well named with request types, groups and descriptions then…

Kimberly, LOL....actually both!

but i don't think that is what Anida is asking. She is saying they are showing in the Backlog board not the sprint board. I agree completely that a "Hide Done" QF is a great filter to have on a board. I use that all the time to remove clutter when reviewing remaining work w/ the team.

Welcome Fawad! The AUGs are a great place to do just that. I don't get to them as much as I would like due to travel but enjoy them when I do.

@Mary Connor, If you have a KB space setup and you create a new page in that space it should be accessible to your customers via the portal. I may be missing your point but here is an article you may wish to read if you are just getting started w/ KB. The link directs you to server 3.13 documentation but you can easily…

yes absolutely.

can you verify that the Resolution of the Done issues is indeed set? This is a requirement to have the not show up.

. have you done the following? * the machines “from” address will need to be listed as a customer * log into the mailbox associated with the help desk and verified that emails from machines exist? * sent a test email manually and verify the ticket is created in Jira?

Man that is horrible! So it is clear all backups are gone. The only option you has as you pointed out would be to locate all create and updates and right a parser to produce the CSV (s). If you don’t need every update you could locate the last email for each but you will loose history. I don’t know of any tool to help with…

This is not currently possible. There are a few request for this to be added. Here is one - JSDCLOUD-4384. You may wish to search for others and vote/watch them.

actually i believe it is. however, i'm on cloud which is a moving target.

The good news is, reading thru the list here, if we start our own commune I think we will have all the areas nicely covered.

Windows! Time consuming, ladders, streaks, and two days later they are dirty again.

you cannot eliminate the group function even if there is only one group.

To be clear, if you have application access (Agent) then you can easily sort and filter to your hearts content. If you are a "Customer" then by definition you do not have application access and filtering/sorting is limited to what is available via the portal. Today, in cloud you get the following: status, created by,…

Agree w/ Daniel. Also, there isn't a way to "reset" an SLA. It isn't designed to operate that way. However, I do see a UC for that and would like to see it added. Vote and Watch here - JSDCLOUD-194 or here - JSDSERVER-194

I think we are off track here. You cannot add Organizations to the Create screen. It really is not an issue field. You could do something w/ automation or a transition that might fit your needs. I know...it is weird that you can add to the screen.

not currently. in previous company we use Testrail.

There is no event that occurs associated w/ viewing. Some action must be taken to result in an event and consequent notification. The best option for this is to transition the issue to the customer and have them comment.

yes I would say that is accurate. For sure having a chat integrated w/ Jira is a HUGE benefit. I don't use Slack either so I can't provide the details of how it behaves but I have used HipChat and currently use Stride. However, given the benefits of Teams and the fact that the company as a whole would never use Stride I'm…

Franklin, just getting back to work following the weekend so sorry for the delay. Ok so it appears that your filter is simply 'project = xxx ORDER BY Rank ASC' w/o any other qualifiers. To confirm you will find it a bit further down the page under the "edit filter shares" link on the General page of Board configuration.…

Ok so that is more clear now and takes us into a different direction. if the issue is actually SEV1 w/in Jira then the only way I can see how the email would differ is if there is an email rule that is 'hard-coded' to the SEV3. It could be that this comes from the automation or the Customer Notifications…

At a high level it connects to Jira allowing notifications from Jira on activities within a chat room/channel. You can also create issues from within the chat room. here is one of the plugins you may want to read about. You may also want to consider MS Teams as it is replacing S4B. It is a very nice chat app that…

Is the agent adding the customer as a participant? What method is the agent using in the case of service request?

Building on what Bastin has shared, for the project in question please verify that the group the user is in has Create permissions. Check User Management to verify which group or role the user is in.

You can’t see the project or you can’t see the board? if you still can access the project and the board does not exist in the “view all boards” then simply recreate the board. 

Was the board only visible to the group that was deleted? 

Yes. Actually that is a common quick filter on most boards I have in place. If it isn’t on your board all you have to do is add it via Board Settings > Quick filters and add the following: name = my issues filter = assignee = currentuser()