Jack Brickey Expert

When you say the customer forwards the same email, is that the original email they used to open the issue in AA or is it the response from AA that indicates the issue was created? It was my understanding that a comment is added to the original ticket only if the issue key is in the subject, unless something has changed.…

You can read all about JSD here and email processing specifically here. Note this is for cloud but there is similar docs for server if that is the direction you go. Basically, you will have a dedicated email per project, e.g. homework@myschool.edu or whatever. I would probably create one project for the school or maybe…

That is what i thought and why I suggested having students use email. I assume they can use that. If they have the Jira issue in the subject and their homework attached it will be added to the existing ticket. Another approach and I would strongly suggest you consider is Jira Service Desk rather than Jira. In this way…

Why not just attach the files to a Jira issue? You could create a Jira issue for the assignment and students could attach. This could be done via email too.

Thanks @Nic Brough -Adaptavist-. @Ernesto Donate, this was my bad I did not notice that you were on Jira "Core" and given the title unsure how i missed it. I apologize for misdirecting you. 

@Carol Jones, you are spot on I think. it has to do w/ the ordering and that needs to be changed. You mention "which can't be reordered". Why is that?

@Valdy, I am not sure I understand your end goal here. Do you want to be able to see the work logged on any issue on your agile board? If so you can do this by configuring the cards on the board, adding the logged time, remaining time, etc. The last sentence on JIRA Help Desk is confusing to me. If what i mentioned above…

@Travis Hill, the first thing i would check is the workflow post functions. I suspect the ordering of the steps there may be the culprit. I know I had a similar situation awhile back.

in cloud you can do as follows for new UI - Settings - Applications - Integrations - HipChat. If on server it should be similar.

Not natively. You can use an add-on like Scriptrunner or maybe Automation for Jira.

yep that appears to be the only way. sort of a pain but i guess i will get used to it. I'm going to accept this as the answer so it helps others.

It appears you are on server. Have you read the documentation on Atlassian’s site for server? I’m sure it is an option. Too are you the owner of the board or an admin? That may be required.

@James_Mclellan, on #1 when you say caught as spam do you mean by chance Microsoft spam filter. I had a similar issue and resolved in the manner you suggest. That said it isn't a good solution. Ultimately I need to work w/ MS.

I am wondering if it may be possible to do this thru Properties. I have done some similar things. I would certainly suggest giving it a try.

Looking at the SLA it appears that the issue lies w/ the second and the fact that the “Issue will close” is showing up in the issue but the second action (switch to close) seems to be failing. I would try two things. First verify that you can manually move to Closed. Second I would look at the automation logs to see if…

@Arjen Verweij, it would seem that what you want is certainly possible. When planning/forming the sprint the story points are visible. Once you start the sprint and at the end you can monitor via the Sprint Burndown report.

@Hüseyin Melih ALTIN, can you provide an image of the actual automation? Consider any changes that were made just prior to seeing this automation no longer working. I realize you indicate that no changes to the automation was made but this could have been caused by other changes. The image of the automation will help zero…

Is the issue shared w/ the second user? Can you try that?

@Nick Bloemers, so is the other customer (2) listed as a customer for the project? They would have to be a customer to be able to comment.

@Nic Brough -Adaptavist-, as you may recall there was a similar thread a few weeks back. Unfortunately the system admin will always have access. The only thought I had was to use encryption on attachment but that would have to be aplies outside of Jira. Moreover, this would only be for attachments so if dat in the fields…

@Martin Vad Jespersen, what do you mean by "log". The very nature of the application logs every action from creation to closure. Can you provide more info on what you are trying to achieve?

Correct, there is not literal “next business day”. The only suggestion i have is 24h or similar. To me, 24h accompanied with the appropriate calendar works

@Ernesto Donate, I don’t use Jira Core but do use Jira cloud and that capability is there. I would have to imagine it is there for core. Just go to the board and select configure board and card color. On that page you should be able to select Issue Type.

@Daisy Gaona, have you had a chance to assess this further?

no need to worry...we are here to help and they don't come any better than Susan! :-) As Susan indicated, we need more info. Can you provide the exact report you are looking at? Maybe a screen shot as well. We likely will want you to create a filter so that we can analyze the results. Knowing the report we should be to…

got it! now i'm aligned. :-)

Maybe I am missing the point here. Not sure what you mean by "category" but "To Do", "In Progress" and "Done" are statuses and you certainly have the ability to create additional statuses via defining workflows.

that is it for sure. your SLA is kicking in at comment by customer and stopping at comment for customer. If you want them to see that comment AND continue the timer then you will need to try to add a qualifier to the SLA. if the issue is closed please accept the answer above.

can you provide the screenshot of actual automation? Are you sure you have the comment listed as "internal". If so I would assume that it would not trigger the sla. 

is the comment required? it appears there isn't an option to add an "internal" comment, at least in cloud it is "by customer" or "to customer". could you simply delete the comment from the automation? isn't the status of "Reporter Review" sufficient?