Jack Brickey Expert

well that is interesting for sure. If you are sure that the earlier user&roles screenshot is from the Production Support project then I'm currently stumped. If you start from the View All Projects screen, depicted in your most recent image, and select Production Support and continue to naviagate from there to U&R screen…

ah...it appears that the project you are looking at is not a Service Desk project but rather a Software project. you should see something like below for your SD project.

so let me start by saying I'm on cloud. with that said it should be the same: Project, Project Settings, User and Roles. If you are not seeing this can you capture screen shots of what you are seeing under Project Settings?

do you see the "Show more" link? If so and you select it and it expands and you are saying the customer is not listed? Do you have admin rights? If you don't see the customer are they listed in the Users admin page under portal only?

sigh...a limitation or interop bug with Safari and pasting. let's try again.

I had this issue when I first started with JSD. As I recall it had to do with the fact that by default the automation was setup to transition back to Waiting for Support if any comment was made. I suggest you look at the Transition on Comment rule. I have mine with the IF setup as below

James, if you are using Server version there are plugins for this, e.g. Create on Transition. There are a few previous threads w/in the Community that discuss this topic that might leave you with some ideas. I assume you are wanting to clone the JSD issue into a JSW project where the "team" has access. It seems like you…

Gary, it appears you are using Portfolio in addition to JSD. I am not familar w/ Portfolio so can't help there. However, could you not simply create a PTO-Automation rule that looks something like below? The idea being, when someone is out you can edit the IF portion for the assignee and the dates out. Edit the THEN to…

Thanks Branden. As I suspected. I voted on the sister issue (cloud version). However, w/ 400+ votes and a creation date in 2005 I think that is a lost cause. Regardless, there are ways around the limitation and at least in my case it isn't a show stopper.

more or less that is the case. my IT group acts as 'customer service' group for internal issues be that pure IT or business applications (3rd party or homegrown tools). That said the JSD agents are also members of JSW for various reasons. Conversely, the JSW users are not JSD agents but some are Collaborators on JSD issues…

If the nature of the project, e.g your staffing example, is to pass the issue from group-to-group then I would suggest first creating a workflow for this. Each new status (state) would reflect who has the ball. Using your "New User" example, New User would be the Issue Type and you would set up a two approval workflow that…

Thanks. So FWIW, here is how we use and others seem to use in a similar fashion. I use JSD to service the entire organization as "customers". Customer open job requests and/or report issues. I use JSW for business and SW processes. If an issue opened in JSD translates to one of my business or SW processes then the agent…

Greg, before I can give you my $0.02 worth I need more info. Too I'm not sure what you mean by "...would they be setup under JSD or Jira Service Desk?". Did you mean to ask if they should use JSW or JSD or something else? Questions: * Would your JSD customers be internal or external? * Do you plan to use both JSD and JSW?…

more info for future frustrated searchers... I am running Safari 10.1.2 (12603.3.3) on OS 10.12.6 Beta (16G12b). So I simply chaulked this up to me living dangerously on the edge of life. However... I had another Safari user in my org test this and they were using plain old boring 10.1.1 (12603.2.4) on macOS 10.12.5…

thanks Ann.

Steffi, thanks for sharing your experience. It may be compatability issue w/ my version of Safari (10.1.2) and Cloud Confluence. I may attempt to downgrade Safari.

actually it does in fact work on the Resolve screen so that is great! Though I haven't wrapped my head around why given it is on the state of Resolved and not the transition.

thanks for the reply Nic. So i'm going to try that just so I understand how it works or see it in action. However, I'm not sure that ultimately will meet my use case as I want to force the user to reassign via the resolve screen and I want to restrict their options on who they can reassign to. Maybe there is another way to…

Yes. Just add a custom field of type Select List (cascading).

didn't think so but worth checking. Please post the results of the Atlassian effort here for future benefit.

so you do not see Related content on upper right of this page? Here is the link. You could also simply type "Multiple Tickets..." into the search and you will find it there.

Thanks for clarification. The first thing I would check is to see if only a single email is actually in the email inbox vs. two emails. Secondly, I would check the settings for the Mail Handler. See the thread to the right under Related content "Multiple Tickets from the same Email Alert". If everything works, and no one…

Suchi, i think more info is needed here. What do you mean by "associated email id"? Are you saying that duplicate tickets are created if a customer (user) creates an issue via the email channel? Is this a recent development where previously things were working fine or has it been doing this since day 1?

yep...the one time I need it and it isn't working LOL. Hope they fix soon.

Same issue. Appears to be a known issue ID-6281. Interestingly enough, it was opened in February but being recently updated. 

Danilo, For the new request type you added are the Summary and Description fields included and visable? As the error states, that is required to have email creation work. The Summary is the subject of email and the Description is the email body. Likely stating the obvious here but simply trying to not overlook anything.

on your report view. Look like a box w/ no bottom and an arrow downward.

you simply need to export to CSV. Run a report and export using the export button on the top right. You can choose to export the current fields or all fields. I beleive there is a limitation of 1000 to export, at lease in cloud. So you may need to do multiple and combine.

Vasumathi, Are you using the Atlassian email or a custom email. If custom, verify that the issues are indeed being captured into the mailbox. If so and they are unread/unprocessed you may have a situation where the password on the mail account has expired. We ran into this early on when we set up a custom account and by…

Alan, what info is having to be cut and pasted and why? Our agents use Create Linked Issue which basically clones the SD ticket into the SW project of choice. This is a 5sec process for us. The fact that they are linked allows the assignee of SD and SW tickets to have access to further comments. I do wish that there was a…