Jack Brickey Expert

Patrick, I would start by reading this - https://confluence.atlassian.com/servicedeskcloud/workflows-780868207.html. And there are other good pages on workflows on Atlassian's site. that said... There are limitations of what you can do to workflows when they are active (assigned to projects). I recommend the following…

What I do for this scenario is to create dashboards and Kanban boards. They work well for managing multiple projects. In fact I like the visual aspects over the native JSD queues. 

not free - https://marketplace.atlassian.com/plugins/com.coresoftlabs.sla_powerbox.sla_powerbox/server/pricing and it isn't available for cloud users.

As Nic stated moving JSD ticket to JSW is a bad idea. That said, this question comes up very often and I hope that Atlassian comes up with a slick implementation some day. For now I have copied and pasted in my response to this question from last week below. >>> snip <<< ....You may want to read my response to the…

What I have done is to create a Space or even a page within a space called "xxx Archive" and then move obsolete or outdated pages under that Space or Page. I ususally will denote "THIS PAGE IS OBSOLETE" at the top of each page I relocate there. I do this when there may be some value in the future of having access but I…

Andreas, start here - https://confluence.atlassian.com/servicedeskcloud/editing-and-collaborating-on-issues-780868235.html In my case I have updated permissions to include a Group that I defined in JSW for specific user I wanted to have as collaborators. This allows me to control which JSW user can view dashboard, comment…

Andreas, You can Move the issue from JSD to JSW if you want but then the Customer will loose sight of it. In my world I maintain the JSD ticket so that the agent can maintain insight into the progress of the JSW issues and communicate to the Customer as required. You may want to read my response to the following topic for…

Out of the box today in Cloud you can create a linked issue from the JSD issue. The degree of success in duplicating field statuses is dependent on a partially on the current SW and the alignment of the configuration between the JSD and JSW product in question. All of the default fields will be duplicated but if there are…

Since the queues are simply filtered list and little more you can't add restrictions within a project. Whoever has access to the project also has access to all issues in the project. As for the location, I have added a Facility custom field that is required when opening tickets. This can be use to create queues and agents…

I don't believe this is possible. If you want the old request types to direct the users to the old system then maybe provide that message in the notification for the portal and remove the request types from the project.

You are welcome. please mark as answered for future searches.

assuming you are admin... Project - Project Settings - Notifications

Nikhalesh, this could be for a number of reasons. What role do you play in the tickets being created and what notification preferences do you have set up? For example, if you want to be notified of any new ticket and you are a service desk agent then you should have something like the following defined in your…

You can search for the same on Atlassian's doc site. Try this link... https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-reports-732528965.html

not sure about "checkboxes" but you could consider a multiselect list. 

Bryan, you should be able to simply define a new screen let's call it Decline Request Screen and attach it to the Decline transition. Then in this new screen you can have whatever fields you want and you can make each required or optional. You may even want to add a 'decline reason' code that is a drop down. There is good…

no but easy enough to create the same filter in the JQL search and bulk edit there.

Courtney, I am seeing it fine on my cloud instance. I wonder if this is a permissions thing as I have admin rights. Do you have admin rights? I did a bit of searching in the Community and found this - https://community.atlassian.com/t5/JIRA-questions/Why-can-I-not-export-filtered-issues-to-excel-or-csv-These/qaq-p/113378

Courtney, you can certainly export to CSV any filtered list. Maybe I'm missing a subtle point here? Simply perform your JQL search and in upper right corner you have an action button with an option to export to CSV with all fields or current fields. Let me know. 

Mike, sorry if my answer was misplaced. Pushing aside Halby's detailed request and focusing on your last sentence above, maybe this is what you are looking for? https://jira.atlassian.com/browse/JSDCLOUD-2303 If so I suggest watching/voting. If you want customers to be able to create a ticket in their name then they need…

Ah...yes indeed it is there. I was sure it was there and completely missed the advanced link. That should do the trick. Probably should convert you response to answer so i can up vote it.

yes i did but don't see a way to do that based upon component.

thanks Alex. I think that could work. the issue I think is going to be that the email as a user will result in counting as a JSD agent which would result in a monthly cost. :-( I am going to play with the idea though.

@Joe Pitt, thanks for the answer. I actually decided to solve in a different manner. I decided to simply create a new issue type "MBO". This simplifies my goal and has some added benefits to boot. Thanks again for your suggestion. I may try this out in the future.

Yes. I went thru a couple of trial instances for various reasons. When I decided to proceed w/ JSD I simply added it to my production JSW instance that I already had in place. I took this approach partially because of the very point you bring to light. I have made plenty of inefficient and innocent configuration 'mistakes'…

During my trial I had reason to erase all traces of some test projects. To do so you can contact Atlassian and they can do this for you. Another way, and I did this was to throw away my trial domain instance once I was done and simply start anew. That is the easiest way.

Don't believe so. Can you not pre-process the field in excel to remove HTML?

Not if you have it set up to allow accounts to be created by email (Anyone can email the service desk or raise a request in the portal). If you want to restrict then change this to only users with an account. This will require the admin/agent to add customers before they can create a ticket.

If you add it to the default screen scheme then it will be there for all projects that use the default screen scheme. Personally, i don't do this but rather create my own 'default' screen scheme and use if for the projects that I want. In this case create a 'my_default_create_screen_scheme' and associate to projects. Later…

Markus, when you say "main" JSD queue, what precisely do you mean. OOTB there are default queues, e.g. "All open" and then you can create your own. In both cases you can edit them and you can click on Advanced that brings you to a JQL field. If you have a JQL filter saved off try pasting in the Advanced screen and see if…