Jack Brickey Expert

Regarding the last comment, I'm going to look at this more carefully. I have been working with one of my agents for this very reason as it has bitten me before. Regardless, I know for sure, in a real-world scenario that my customers are commenting back on tickets and the assignee/watcher do not receive notifications.

Tibor, thanks for your quick response! The only options I see in JSD Configuration for notifications is associated with whether 'customers should receive JIRA notifications'. I have "No, only send JIRA Service Desk notifications to customers (recommended)" checked. However, I don't think this is aligned w/ my scenario. My…

Emma, Tarun's answer is correct assuming you want to be able to regularly see at a glance the distribution based on individuals. You will, if you haven't already, want to create a dashboard and add the desired gadgets. Note if you are looking at an entire project you don't need to create a filter since you can list the…

Yes that is how it is in Cloud. If the same/similar info isn't in server then it must not be supported. Unfortunate if that is the case for sure. BTW, this should be a comment vs answer but for some reason Comment didn't work on smartphone. 

it would be good to have more info, e.g. an example of what you would like to do. With that said look here as a starter... project > Project Settings > Customer Notifications

missing a bit of info. 

This isn't available at this time. Something to do with the format I think. JSD-361 seems to be tracking this suggestion you may want to comment/vote/track. In that ticket one user suggests using the Better Excel Plugin if that is an option for you.

Richard, your question is too broad. Suggest you start here - https://confluence.atlassian.com/alldoc/atlassian-documentation-32243719.html regarding approvals look here - https://confluence.atlassian.com/servicedeskserver033/setting-up-approvals-861255315.html not sure what you mean by load balancing. Maybe associated w/…

Unfortunately not at this time. There is a suggestion open against JSD w/ Atlassian. You can search for it on their support site and vote/watch it. The best option would be to allow creation via email so the first time a customer sends in a support request they will be added automatically.

Correct, there is no reordering of the data columns w/in JSD Reports. I primarily use JSD Reports for the graphs and only occasionally use for diving into the details so the order hasn't been a big deal. That said it would be nice. There may be a suggestion ticket already open on this so you might look and vote for it.

Kel, where is this report being created specifically. I know that in Confluence if you insert a filtered list then if you want to change the order or add a field 'not at the end' then you do have to remove all and re-add in desired order. Not sure if that is what you are referring to here.

sadly no. watch and vote for tickets already open on this topic... JSD-1409 JSD-1315

Helen, i'm not sure what you mean precisely by "share configuration". However, can you please verify that your customer list for each project are indeed as expected. That is, you only have customers in Project A that belong to company A, and B and C.... I assume you have seen the following…

this should not be the case. if you have separate projects with separate portals then you should not have popular items from one portal showing on another. Something seems to be amiss here.

does the 2-D not show totals on far right column? can you attach images of how the gadget is configured and the resulting table?

Lameck, It sounds like you have the field already set up and are just looking for advice on how to display so I have provided input here accordingly. There are a number of ways to display this using gadgets. To some degree it comes down to preference. Have you looked at using the Two Dimensional gadget? Depending on the…

Under the Project>Project Settings>Customer Permissions check the radio button for "Anyone can email the service desk or raise a request in the portal". That should do the trick if memory serves. ~j

you want them to "receive" inbound requests or do you mean you want them to be able to submit requests via email? If you do mean receive, is that meant to keep them notified of all tickets created by their organization or something else? Likely a terminology thing but customers submit requests and agents receive. Customer…

Halby, oh.... absolutely! you can move issues between projects. easily done. The only thing you may wrestle with a bit here is the customer connection. I haven't tried this yet and wonder if the customer is notified of the move an what happens if they reply to the original issue creation email. I suspect/hope that JSD will…

Halby, It depends on how you want to do it to be honest. JSD is pretty flexible and certainly can be used as you describe. The thing to keep in mind is that anyone that will work on a JSD issue will need a license. Without fully understanding your situation I offer some options/guidelines here. It sounds like the T1 team…

Thanks Walter! This seems to have worked. At least I think it has. One person reported that they didn't see any old tickets but I'm suspicious of that report or it is likely a different issue.

sorry for delay in responding here. see screenshots below. the type is JIRA Released Version History. I never created it as it is part of the default fields. Regardless I have done a number of re-indexing as I make other changes w/o any sign of making the FI field visible. image2016-2-16 20:14:40.png image2016-2-16…

You may be on to something but a bit confused... One of the things I tried yesterday was to actually create a version in one of my projects just to see if the field would be hidden if no versions have ever been created, but that did not resolve the issue. I agree that the issue may be related somehow to accessibility to…

I believe they exist there but maybe i'm looking in the wrong place? I have inserted a couple images to illustrate what I am looking at and assume this is what you are referring to. Thanks for you assistance! image2016-2-11 13:21:39.png image2016-2-11 13:22:33.png image2016-2-11 13:23:26.png image2016-2-11 13:24:40.png

No it is not available on the view screen either.

Serdar, depending on what your requirements are you could simply allow anyone to create an account by submitting a ticket via email. You do this w/in Project Settings> Customer Permissions and select "Anyone can email the service desk or raise a request in the portal". You can always disable 'guest' accounts as needed.

yes. cloud only. I have it up and running now and seems pretty powerful albeit not overly intuitive at the moment.

thanks. maybe that is the issue for me. the "importing data" pop up disappears so I assumed it completed but maybe not. Will look at it later and see. Good luck!

Jon, I saw the same and am giving it a try now but getting stuck early. Likely partly because it is new and partly because it is MS. In any event I set up the connection and it started importing (a few minutes) but then nothing. According to documentation it was going "to automatically create an out-of-the-box dashboard,…

that is interesting. i'm intrigued as to the cause. You may wish to open a ticket w/ Atlassian. Regardless if you find the answer please post here.