Jack Brickey Expert

@NC, the question isn't exactly clear. Let me start with a few basic user terms for JSD. Agents - these are users you pay for and have full 'execute' access. they are assigned issues and work them to closure Collaborators - if you use JSW or Core and have users in those applications then you can make the Collaborators…

2) First get the JQL to display what you want and define the columns you want. So start w/ the following: project = XXX ANSD updated >=-5d setup the columns you want displayed save the filter and give it a name then click on the "Details" link just to the right of the filter name. In there at the bottom you will see…

finally! it only took me almost a week to get it right. ;-) glad to help. click the checkmark to accept answer...helps others. 

Reporting depends on how you want to report. If you simply want to see what department (organization) owns the issues then a filtered list that includes Organization column would provide that view. If you want to create a report for each department then a JQL like: project = ABC and assignee in…

@James_Mclellan, i think our notes crossed path. When you refer to "taking ownership" it sounds like they are taking ownership because they are actually working the issue BUT they are not updating the Assignee field. If this is correct then as I mentioned above the best (?) approach is to ensure that there is a post…

I think you will need a plugin for this. Something like EasyBI maybe? I don't beleive that the timestamp is displayed natively in say a filtered list - AFAIK. You can also export to CSV and excel-ify it as the timestamp is exported.

the "automatic" in the value does not resolve to the person editing that would be "currentuser" unfortunately it appears that "currentuser" is not an option w/in the "Then" actions. Have you looked at implementing via the workflow as a post function? For any transition add a post function to assigne to current user. Now I…

recommendations: 1) you should have a Created vs. Resolved chart in the Reports section. that looks like this... 2) create a JQL filter and setup a subscription. This would email the list of issues for the week. Example JQL: project = xxxAND updated >= -5d. You should create the filter based on what you want to show. Once…

@Dave Gunn, for sure you can use JSD Reports to view "last 7 days". I need more info to be able to provide a good answer. * when you say "ticket activity for the week" what specific info do you wish to see? Open and Closed or also updated. * what do you want the report to look like? Filtered list? Chart? * is this to be an…

look at your workflow post function. For sure what is happening is the automation is running after the issue has transitioned to Resolved. The comment is being process after the transition to resolved. Question - why are you using automation and comment to reopen rather than adding the reopen link on the portal? Maybe to…

@Jim Baker, can you provide more info? There isn't much to go on. It seems like what your customer is saying is that they are adding an attachment but some other file is actually attached. This seems very odd indeed. Have you been able to recreate?

I think it depends on your requirements. To be honest I have never dealt w/ FCR specifically but certainly have dealt w/ a lot of customer support processes. After pondering this more, rather than a custom field I might simply add a Resolution code called "FCR". So if the agent resolves on the call they will have created…

Not availabe in JSD Reports. You could use Dashboards. Create a custom field FCR and add gadgets to display e.g. pie charts, etc.

no. once they are portal only (customer) then they are free.

Not to my knowledge. JIRA relies on emails to identify and notify the user. If the user does not have an email then you are basically opening an issue on their behalf. I assume the scenario is that a user calls in to report an issue? If so then the agent should simply create the issue on their behalf. Create a custom field…

It is an open issue w/ Atlassian (JRACLOUD-42309). You can certainly vote and watch it. As I recall there are similar issues open as well and you can search them out. I can't speak for Atlassian's decision or timing on the enhancement but I do know that having custom fields in user profiles has been an often requested…

@Jeremy Price, to be clear you have a user(s) that have application access or are agents or what? You can certainly change a user to portal only if you are an admin. Just go to User Management, enter the users name and uncheck the application access then ensure that they are listed as a Customer in the project(s) of choice.

@Arsham Mazaheri, i'm confused by your expected solution. The purpose of Watcher is to get notifications of updates. If you were to turn off notifications they would no longer be a watcher. You can't be a watcher and not receive notifications. Maybe I'm misunderstanding you goal here.

@vikasaqua15, there isn't a way to do extend the 'watch' link into the notification. I would recommend adding text directing them to either go to the portal or simply respond to the email. Responding to the email will add them.

@Oliver Schütte, i would suggest moving you recent reply to and "answer" and then checking it off as such. This will assist others better experiencing the same issue in the future.

aha! that would do it. I will accept this as the answer.

you can: * create a custom field (Department) and make it required to be completed by the requestor or * use the Organization function and place customers into department organizations, e.g. mycompany_IT, mycompany_Operations, etc.

and "IT Service Desk" takes you to the two requests? The first image would suggest that the other requests are not hidden (edit groups show (2)) so don't think that is the issue. Not sure what to suggest here (i'm on cloud). It might be interesting to see if you add a new issue type if it shows up. Also, did you access the…

@Jonathan George, certainly an odd one and haven't seen this before. Server or Cloud? I am thinking server given the pics you embedded. So if you click on the "Help Center" top left I assume that results in the image 2 view?

@Paul Jones, correct. You will need to create a copy of the current active workflow, edit it under a new name (say xxxx v2) and then switch to the new workflow. Let us know if this isn't obvious. There is good documentation on Atlassian's support site.

you can try - https://marketplace.atlassian.com/plugins/org.deblauwe.jira.plugin.database-values-plugin/server/overview?_ga=2.152246265.1137546124.1503321662-1738178212.1453853637

@James_Mclellan, sorry my brain is working on other issues here but what do you mean by "alert" drawing a blank at the moment. Can you provide more info on where this alert is configured? Maybe it is an Automation rule you have? If so simply edit the automation rule or Create an automation rule.

Respond to customer is part of the default workflow. Please check your workflow to see if that transition exists. If not you can add. Respond to customer is used to transition to Waiting customer typically. If you only want to send the customer a note then use the comment box and Share with Customer button. hope this helps.

There is no email to "forward". JIRA doesn't maintain any emails they are simply used for processing. With that said, you can set up Automation rules to send emails. However, that presumes that you can define rules/conditions that define 'invalid' issues. However, I suspect that it takes a human to identify the 'invalid'…

Not quite following the question or use case here. How often are you wanting to add this label? Why not just use bulk update?