Jack Brickey Expert

rmorstein, you mentioned in the original question that you were willing to create a new JSD. If it is possible/acceptable then you could do so adding the application to your current JSW instance. If that is not possible then your best bet is to export the issues from JSW and import into your JSD instance. A bit tedious but…

you should be able to simply add the JSD application and then move the project to JSD. in your JSW project go to project settings>details and change the Project type. I haven't done this but...according to the documentation it should work.…

I'm seeing the same thing. something has broken. I'm going to check w/ support.

Puede utilizar la función Organización. Coloque a todos los clientes para un proyecto dentro de una organización. De esta manera cualquier problema creado después de hacerlo aparecerá en el portal. En la página Solicitudes puede filtrar por organización. Tenga en cuenta que esto es en la versión de la nube, no está seguro…

Jim, today the customer notifications "organization added" rule is per project. You may wish to add a suggestion w/ Atlassian.

Gerry, excellent thank you. This was not initially obvious unfortunately. Unsure why "Customer Notifications" are separate from Notifications page.

Gerry, I ended up disabling. I'm hoping there is a way to disable notifications. Maybe that is the primary purpose of the feature. However, I would strongly suggest that organizations should be treated like groups and if you want the "opt in" notification to go to the organization when an issue is created then you should…

So it appears that this feature (by default) sends out notifications to everyone in the organization when a ticket is created (and possibly commented on). That certainly isn't desirable for me. I simply want to allow users to see them via the portal if the so desire. Scrambling to see if I can address this unwanted…

scratch that inquiry. I was able to export all users, massage in excel, copy all users and then paste into the add customers to org box. Maybe a "bulk change" option similar to what is done for JIRA issues would be useful feature add.

Gerry, thanks for the answer. I working on it now. If i'm using this correctly, adding customers to an organization seems very tedious/onerous. It appears I must enter each person's username/email. I currently have 200+ employees in the company. This will take awhile. Maybe there is a better way?

Oliver, yes my automation only transitions a linked issue not create an issue. While I have not researched that specifically, I do not believe JSD Automation will meet that need. My agents manually create and move the linked issues.

image2016-11-7 9:50:59.png

Olivier, I assume you are on server and not cloud. I know that on cloud this is possible via Automation as I do this today, or something very similar. In brief my solution is this. Scenario: Product issue come in thru my IT helpdesk and I want to alert/track the product issue in JSW while maintaining the original JSD…

Afshin, unsure what articles to the right you might be referencing, the "related questions" can vary. In any event, I have never tried to display complete formats in my queue filters but was just successful w/ adding the "last viewed" field. For which date field are you wanting to display HH:MM:SS? I know that some date…

Michael, I haven't spent time on this but there is some documentation that may get you where you want to be (below). Others may have more insight and respond here. https://confluence.atlassian.com/adminjiraserver072/customizing-email-content-829827257.html good luck

Michael, this is less of an answer and more of some thoughts based upon my experience. Hopefully someone will have a better answer for you. With that said... I assume you have your agents listed as Customers too? Note that Customer does not equal Reporter. Having said that, I expect that may not make a difference. I…

did you ever get this to work? I'm trying to do something similar.

Do you have the following enabled in Customer Permissions under Project settings? Anyone can email the service desk or raise a request in the portal

Robin, building on what Jonas said here, however, It appears that the escalation would be done internally (by Tier-1 agent) not externally (by customer). If that is the case then it is pretty straightforward but the details depend on your specific scenario and current configuration. With that said, i would approach as…

False alarm. the transition is in fact working the way I intended. The issue was that I was testing on an issue that i created. If an agent other than myself used "Respond to Customer" it did transition. that was a lot of lost effort. 

thanks for the quick response Nic! Makes sense. Unfortunate as the data would be great to be able to see on the card/filter/dashboard. the visual indicator falls short for items that are stuck in a state for >1w IMO. Thanks again!

BTW, i also have the box checked on the column config screen to "Show a visual indicator on each card that represents the time spent in the column." And that seems to work but isn't very useful. Do you know what field that indicator is based upon?

Nic, I have a followup question to your answer that I am hoping you have some ideas. I would like to show the current value of the "time in source status" that is shown on the Transitions Tab (first image) on my Kanban board (second image). I have selected "[CHART] Time in Status" to be displayed on the Kanban cards but…

Nathaniel, I have not looked into changing the URL as yet but it is on my to do for various reasons. However, I can confirm that the "/2" is associated with the specific project. I have two projects so have "/2" and "/3" and as you pointed out the URL w/o the "/#' is the Help Center's home page.

Lutz, are you trying to eliminate the task of the Account Manager such that the emails come directly from customer into JSD? If not, and you want/can retain the role then why not have the account manager forward filtered emails to JSD. In that way the Account Manger will be the reporter and can have an account in JSD. That…

I think that the public sign up achieves what Lutz asks since the customer doesn't have to "create" and account. The account is created for them when they issue the email request for support. So I would view this as a "yes" answer.

Project>project settings>users and roles....select the user and click on the trash can.

Susana, Inseguro si ésta es la solución que usted desea pero usted podría quitar la organización. De esta manera cada cliente / usuario es independiente y no está asociado con otros.

What do you mean by "transition into a change management ticket". 

JQL --> Organizations = "organization_name" & priority = Highest This filter could be used on a Dashboard, etc.. If you have many organizations and you want say the count by priority by organization you can use the Two Dimensional gadget. Once you have experience playing around I think it will become more obvious.