Jack Brickey Expert

@Andre Schäfer, I'm a bit confused here. Versions aren't associated w/ customers but rather products, right? So if all 100 customers are associated w/ the same products then the versions theoretically apply. Certainly not all customers will have or want all versions. I'm sure I'm missing some detail here. One thing to…

That depends on your preferences and a bit more detail. * If you want the other tiers to actually own the original ticket and communicate with the customer then they should be agents of JSD. * If the T2/T3 effort is associated with software effort then use JSW if not then maybe Core will meet your needs. You can can make…

just add the column(s) you want to your filter results.

the fields you add need to align w/ what you want the user to be presented w/ so they can fill in the data. For example if the transition is to Done then I would have: * Resolution - so they have to select the value * Time Tracking - so they can log time and set Remaining Estimate to 0 * Comment - so they can optionally…

@PJ Wysota, the input from Micky and Mitch aside and going back to your reply to my response... You state... "I want multiple end-users to be able to view a ticket once it has been raised." are these end-users Customer, JSD Agents or maybe Jira users? The answer depends on the type of user. Customers - need to be added as…

@Napoleón Bonilla, your question's title seems unrelated to the body which is causing confusion. Configuring Issuetypes for all project is one question Pausing the SLA timer during off-hours is handled by your calendar as Alexey conveys. Your reply to Yogesh seems to be a statement of what you are doing vs. what you want…

Doesn't really matter I would expect. Have you looked at User Management? here is what it looks like for me...

"attached"? Jira allows for only a single Assignee Jira allows for multiple watchers and participants.

Once you save a filter you can click on a “details” link at the top. 

Couple of questions. * Has this worked before or does it work sometimes? * have you checked the workflow? Analyze all transitions to Analyzing for any conditions or validations that might explain the failure. 

certainly on server you can.

Yep! Texas' roots are firmly set from German settlers so you see lots of German influence: architecture, sausages, smoked meats and of course beer!

now you are confusing me but ignoring the previous and focusing on this new detail... why would you want two boards, one for stories and one for sub-tasks? If you map the statuses associated w/ the various workflows to the proper columns then dragging and dropping will adhere. The workflows are not merged into one it is…

James, as I indicated this is pretty straight forward to do but let me add a bit more color: * Create a screen that has the Time Tracking included. Let's call it "Log-Time-On-Transition". * Edit the workflow and for any transition where you want to include the Time Tracking then simple edit the transition (double-click the…

yep. just add a group and add members to the group. then chose the group for notification in the subscription. you will, of course, need to maintain the group as agents come/go.

K, I may not be following and consuming too quickly but... if you have two WFs and you want one to apply to the Story and the other to apply to the sub-task then you simply need to assign the issue type to the appropriate WF. Story = WF1 Sub-task = WF2 i must be missing something?

James, welcome to the Community! First let me ask if you really want to have time logged for each of these transition? To Do --> In Progress - generally speaking time isn't logged until you actually are In Progress. Certainly it makes sense to ask for time logged when moving to Done. However, consider that if the team is…

Personally I like the automation approach Meg suggest and Automation Lite is free and 'should' get you there. Certainly worth a try. Another approach - For each queue you can create a filter w/ a subscription. Basically looks like this: * create a filter for 'Queue 1', e.g. ... created > -5m and component = component1 *…

yes

good to know because that was the only explanation that made since to me.

in cloud I can go to the system admin area and Billing to get this info. you can also go to User Management and look by application access.

See if this helps https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-asset-management

Sorry, i missed that detail. Internal and External comments are not delineated in the permission scheme. Please see/vote/watch this suggestion - JSDSERVER-5416

this is quite perplexing and I know i'm overlooking something simple here. If I was in front of the instance I expect it would become clear. :-( Can you add a screenshot of your permissions for create? Do you have multiple users setup? If so have they tried creating an issue via email? If not let's try that for sure.…

@Denise Lindgren, sorry I have been away from this issue for a bit. First, the paste image option doesn't consistently work. the best way is to save to your desktop and use the camera icon to browse and insert. On the main issue, one question - I assume that you are the one creating the issue by email? Regardless can you…

I concur with Nic and others here but would reiterate that you need to really consider why you would want to delete an issue at all instead of simply closing w/ an appropriate Resolution value, e.g. duplicate, won't do, not needed, mistaken creation, trash, etc. My point here is to handle the "trashcan" as a resolution…

Ahmed, I guess i'm not understanding your requirements sufficiently to provide any further input here. Maybe another Community member can add some input or if you can more completely articulate your Use Case then I can impart further ideas. Cheers

create a group called "Tier 1 Agents" (or whatever). Add this group to the Add Comment permissions and remove the "Service Desk Team" from the Add Comment permissions.

Manveen, I cannot assist w/ Qmetry unfortunately as I don't have any experience. I haven't seen any Community activity on Qmetry so unsure how much help you may get here. Have you reached out to the developer of the addon?

LOL....well if you guys are at Summit this year it will be my treat at the tequila bar. Might even try some beatboxing. ;)