Jack Brickey Expert

You are asking a number of questions here that seem to be intermingled. Projects: this is a bit of a personal preference. I would suggest that if you are going to manage the teams independently then having different projects is the way to go. You don't really want a project to have a lot of dissimilar & unrelated issues. I…

good to hear. i'm perplexed as to why the invite team didn't work. as i recall you simply enter in their full email and it should create the user and give them JSD access at that time. if that is not occurring then I would check to see if there is a ticket on this w/ Atlassian and if not open one. BTW...you should mark the…

Richard, it is hard to see the image. I haven't tried using the "invite team" button on the project page in some time. With that said I wonder if you can do so via the User management area under Site Administration? If you navigate there see if the user already exists. If so then try to edit and give them access to JSD…

Theo, organization is available now and I use it (at least in cloud). What this allows is that your customer can see all requests submitted after it is enabled. You can create a single organization per customer or multiple organizations per customers (say if you wish to create groups w/in an org.). Note, you may wish to…

You cannot expose (as yet) a browser based dashboard view to JSD customers. The thread below does a good job of explaining what you can and cannot do. https://answers.atlassian.com/questions/42682038

agreed. i'm going to have to unwind what they did and investigate further. for this reason i'm changing this topic to not answered. It is interesting that others are seeing similar.

Atlassian logged into my site and found that the Resolution field was "hidden" on some (all?) projects. I have no idea how this would have happened as I'm sure I did not change it. However, I'm now suspicious that whatever change they made has resulted in new/unwanted behavior whereby the resolution is always required. I…

agree completely Nic. It appears that Atlassian is logged in and investigating now. Thanks again for the response!

Actually, I think I see where you were heading w/ this Nic. In fact "Unresolved" should not be in the list as that would be treated literally. So it should not exist in the list I suspect.

Nic, thanks for quick response! In fact unresolved i not listed. I assume is should be? With that said, i'm still unclear on two things: 1) what would have changed. i'm quite sure i did not remove. 2) the issues w/ "unresolved" are captured by the query but those empty resolution do not. so how does adding unresolved…

I don't believe that is currently possible. There are some open suggestions out there, e.g. JSD-4279. You can configure the portal but it is limited.

There are plugins that might let you achieve what you want w/ Priority but if you are on cloud likely not. Another thing you could try, though i feel it would be clunky if it works is to create a 'Raise Priority' or 'Lower Priority' transition and have a post function in the workflow to set the priority to High (or…

Beth, what do you mean by edit? I assume you mean the following: Customer A: * creates an issue via portal/email * they can view the issue in the portal and can comment or, if transition exist on the portal, e.g. resolve, then they can act on the transition Customer B: * can find the issue that Customer A created * can…

Yes this is easy enough. If you edit the queue in question and click the "Advanced" link then you can copy the JQL there. Go to Issues to create a new filter, add in "project = xxx AND", paste in your copy buffer, save the filter. Then you can edit the filter and set up a subscription to run at way ever interval and send…

I assume the fact that JIRA actually logs the time and date when the user logs their time is insufficient for your needs? This would certainly be the case if the user does not log their time in a timely manner, e.g. they log their daytime hours worked in the evening which result in over-billing. However, if the user logs…

yes. stated another way - only agents need to have JSD applications enabled.

Edwin, I expect you have 5 users listed as agents. If you go to JIRA Administration>User Management and change the filter "All access levels" to "JIRA Service Desk" you should see 5. From there you can correct by removing JSD from those users that are not agents. Regarding the "1" you are showing above I think that is…

you can add the email as a user. make it restricted to portal so it doesn't eat a license. and simply use "alert user" and pick the email as the user.

Ryan, did you ever get a solution for this? 

AHA! Great sleuth work Brenda!

Brenda, something obvious here i'm overlooking but can see it yet. You refer to Epic/Theme which, as i understand it is an older concept used in the older Classic boards. I haven't seen or used that so wonder if there is a smoking-gun there. However, you indicate that both stories aren't showing and one is the normal Epic…

I use 'by epic' and looked more closely at one of my boards. It seems to check out. The only thing that is different in my counts between config and view boards can be accounted for by the epics. That is if I count the cards they add up less the #epics. Epics are counted in the config board but do not have cards…

Joost, see if this helps - https://confluence.atlassian.com/cloud/set-the-default-language-744721610.html

I now see you are sorting on "time to assigned" which Is a custom field and I missed that earlier. My earlier comments were on the default SLA field "time to resolution", which for me works fine. I agree that it is clear that the sort is not working for "time to assigned" for you. I wonder if "time to resolution" sorting…

Fredrik, it seems to work ok for me, though i'm on cloud. One question which I doubt is the case but...The image you attached is ghosted and I know that a filtered list will appear ghosted while it is in the middle of sorting. Depending on how many issues are in your filter this can take some time. When you click on the…

Don't believe that is possible. Maybe in server version there is a plugin but would be surprised based upon how JSD email channels work.

Joe, i do not believe this is possible. However, JSD cloud provides the means for two emails per project. One is provided by Atlassian (project@company.atlassian.net) and the other is custom that you can define if you choose. So why are restricted to only one?

So I finally have the answer to the cause of my notification woes. It took 2+ weeks of working w/ Atlassian support before it was eventually escalated where relatively short work was made of the issue. The problem was cause because I had my agents listed in a customer organization. My use case for JSD currently is for two…

I wanted to keep this issue up-to-date. I have been working w/ Atlassian for 1+ weeks now on this. I have finally determined that the issue is only associated w/ issue created via the Portal & Email. If the issue is created from within JSD itself then the notifications work. Smoking gun...now for the root cause?

I have ruled out that my observations are somehow related to me making the comments and not receiving notifications. Notifications are not being sent to assignee or any watchers when a comment is added. the only users that are receiving notifications are Customers when we post a public comment. I also verified that this…