Jack Brickey Expert

yes that is working the way it is designed. New email = new ticket. Email reply to the created notification (issuekey in subject) = comment added. So if you don't want some emails to equate to a JSD issue being created you must get them out of the associated email inbox before JSD mail handler see and procesess it.

This is not currently possible. JSD customer do not have access to JSW notifications. You might try something like using Scriptrunner to update a custom field in JSD that would key JSD Automation. To achieve what you propose in the image you are cracking open the code I expect. I will qualify this with AFAIK. :-)

@James_Mclellan, I need more info in order to direct you properly. You can edit the templates for customer notifications here - Project > Project Settings > Customer Notifications You can use the Automation feature to create unique notifications to individuals, customers, groups.

so the next question is how do you determine if the email is intended for support@? The only thing I can think of doing is constructing a server-side rule to redirect 'invalid' emails. The problem is (an IT question) that if JSD processes the message before the server rule does then it would be gone. but rule should hit…

@Kevin Mattern, so are you saying you are using the email creation method (e.g. Helpdesk@urcompany.com) and someone issues an email to your helpdesk@urcompany.com that was incorrectly sent, i.e. Does not apply to help desk@urcomany.com? Are you using your own email channel or one provided by Atlassian? 

You may wish to try one of the options described in this THREAD

Can you elaborate on where this (0) value is that you are clicking on? Screenshot would help.

Also Customer visible status change enabled

Can you verify that "Organization added" is enabled in Customer Permissions?

regarding disabling for changing priority or status specifically, notifications are not that granular. You can update the provided notification event "Issue Updated" to notify only those specific groups you want. you would need to play with creating groups to be notified and add that group to the event notification and…

@valeria cruz, that sure doesn't sound right. I would suggest raising a support ticket w/ Atlassian. 

ok. lets see if this helps. * under the Issues menu choose Search for issues * in the Basic search just start by choosing the project you want to analyze and click the search button (magnifying glass). * on the far right is the Columns drop down. select it and choose to show Created, Resolved and Time to Resolution This…

So it seems you are trying to use the baseline to establish reasonable SLA times. IMO I would create filters for each priority, assuming you are going to set up SLAs based upon priorities. Then use the Resolution Time gadget and Average Age Chart to establish the baseline.

@dietmarkruppe, as Nic conveyed the created field is readily available and can be used to understand how long issues are open. My only question here is what do you mean by "track" in your question and does simply being able to see the created date in a filtered list achieve your goal? 

@BasavarajPN, this Community site is primarily monitored/served by Atlassian users. I open with this simply so you take that into consideration when reviewing answers here. You may already know that but was unsure. There are many articles out there on this topic if you search the internet you will find both formal…

Not today. you can vote and watch this issue - JSDCLOUD-3713

lots of ways to do this. Based upon what you conveyed here it might be that creating a dashboard with an average age gadget for each team, e.g. IT infrastructure. It just comes down to creating JQL filters that give you what you want and then you can use in a dashboard or you can set up an email subscription if…

try this filter. project = ABC and status != done and sprint is empty and createddate <= -6w you may have to tweak a bit to meet your needs if you want to view in backlog you should be able to simply create a quickfilter --> createddate <= -6w

outside of JIRA, i.e. your mail server. You should check the timestamp of when the notification hits your mail server vs. when the notification event occurred in JSD then finally with the receipt by customer.

Server or cloud? This sounds like a mail system issues vs. JSD. I would suggest checking that first. I don't know of any JSD configuration that controls timing of notifications. 

@Semi Kefi [demicon GmbH], This is exactly why there are internal and public methods. The developer (collaborator) places a 'wordy' comment into the ticket the Agent, wanting to share some but not all of the details, will copy the comment into a new comment and edit for customer consumption then click Share with customer.

Based upon your latest info here is what i suggest. One JSW project for all of current applications/customers. Use Customer field and possibly Component to differentiate each customer/app. One JSW project for the new application under development. One JSD project for customers to open issues. Add a required field that will…

@Pierre Ammoun, I highly recommend starting with Atlassian's documentation. Your question are very typical of mout folks starting out. The issue is that it really depends on how you want things and the details of your situation. With that said here are some things to think about: * Project per customer - Generally this is…

you can also simply go to Issues > My Open Issues

@Pauric Doherty, i misread your initial inquiry now I better understand - queues stop working after workflow edits. I have never seen this occur before. However, I wonder if it is a reindexing issue. Generally I will reindex after workflow changes. If you are able to consistently see this I would recommend bringing to the…

Can you share your filter - before and after - working and not?

@Jaro Satkevic1, if you are on server you may want to look at Jira Agile Board Filters plugin. - https://marketplace.atlassian.com/plugins/io.extensi.jira.plugin.agileboardfilter/server/overview

@[deleted], given no one has yet responded you may wish to reach out to the developer of the app.

correct. linked issues are not included in the time log for an issue.

you should be able to go to Boards>view all board and click the ellipses.