Jack Brickey Expert

When you say they are not processed does that mean if you actually log into the email w/ an email client you see those that are "not processed" as being unread? Or are emails from certain individuals not being processed? In my case those not being processed were from users that had JIRA core accounts but not JIRA SW and…

Stefan, unsure if the issue captured below is the cause of your troubles but I would advise that you have a look, as it was for me. If after reviewing you feel this is your issue then please post an update/accept answer. With that said, your post is a bit confusing as you mention creating a default creator in the mail…

I successfully completed the import. It was extremely painful and tedious with a number of spreadsheets along w/ manual edits. Then I had to do quite a bit of manual updates in JSD. If anyone desires the details I can provide as I captured my steps in Confluence.

Jon, go to the project in question, Project Settings>Customer notifications and edit the trigger you want, e.g. Created.

Jon, is there a question here?

Ivy.... thanks for all of the detail. the behavior you convey below is certainly not what I am experiencing and agree it should not be happening. When I create a new user I can select which apps they have access to and it is persistent, i.e. what I selected is what they have once created. Moreover, if I change the access…

Your requirements seem straightforward. I'm struggling to understand the problem. If you edit a given user you can select which packages they have access to. * Restricted Portal Access - the user will not have access to any JIRA applications directly. They will be able to log into the JSD portal and open/view requests *…

edit the user in User Management, uncheck portal access. then remove from any JSD projects should achieve this.

I don't know what your requirements are (how you intend to use the info) but one possible option if you are using Confluence is to add to the users profile page. There may be plugins available but I have never looked.

Unfortunately no. there are a number of requests to add this capability, e.g. https://jira.atlassian.com/browse/JRA-41569, https://jira.atlassian.com/browse/JRA-6354.

Pablo, to be clear are you adding the customer via System Admin>User management then going to the specific project(s) and looking at your customers (project settings>customers) listed and find that newly added customer in both projects? Or something else?

Go to Project Settings>Customer Notification and disable the rule to send for organization

Brian, I wish that there were fields w/in the User record under User Management. However, the info you are wanting to store can be added under the user's Profile. As an admin you can login as the user and update their profile. * User Management * locate the customer in question * login as user * click on avatar (upper…

David, If you are talking about transitions visible on the portal, which i assume is the case since you are speaking of customers here, you have to make them visible w/in the workflow. Select the transition in question and make it visible or only if you wish to expose on portal.

by design JIRA doesn't display fields that are blank in the Issue View screen. Once data is added they show up. 

There is no export function available on the portal other than copy&paste (tedious). The best option would be to automate a report that you would send to the customer on a regular schedule or on demand. You can vote/watch these issue - JSD-4212, JSD-2390.

Danny, You are correct that you cannot edit the issue type but can edit the request type using built in Automation. You could do this thru Scriptrunner addon. However, why not simply have the "Internal" issue type mapped to an "Internal" request type that is associated w/ the system email you mentioned. Then hide the…

@Jeremy Largman [Atlassian], I agree with the approach as we have all had to 'clean house' on problem tracking systems before. I know I have more than a few unanswered but stale questions and am fine w/ reposting any that are still relevant to me. I look forward to the new baby and am optimistic that it will be better than…

Looking forward to it. AA was in need of a face lift and has certainly been plagued by maintenance issues of late.

yep very clear that this is not included in Server version and verified this in the documentation - https://confluence.atlassian.com/servicedeskserver032/automating-your-service-desk-828800677.html I have to believe that Atlassian is going to add it and a quick search of Atlassian product issues turned up…

note that you won't see the then components w/o first having the when/if components defined. but i expect that is not your scenario. might be good to post an image of what you do see so others can chime in if they are experience same.

ok. got it. so in my instance I see the "Edit issue" when i add a trigger to the Then component. I can only assume if you do not then it is a bug on server. image2017-1-4 5:44:18.png

Tobias, First let me state that I am running Cloud so the info here may not be completely relevant. With that said, automation should appear as follows (this is an example of a new Custom rule), illustrating the "then" component. Note, maybe there is more to your question as I don't understand the relevance of the doc…

I expect you can do this thru API if your goal is to retain your portal as their interface. The API is documented here i believe - https://developer.atlassian.com/jiradev/jira-applications/jira-service-desk?_ga=1.44865004.995936403.1453778832 Otherwise, you can easily create the users manually or import via CSV. If you…

Jean-Baptise, I assume you mean they already have an account in JIRA? Maybe from JSW? If all you want to do is add them to a JSD project then you simply need to go to the project>customers screen>add customers and paste the list into the box. Emails should be separated by commas I believe.

Unsure if this will work but worth a try. * Disable outgoing mail (admin>system>outgoing mail) * Add customer(s) * Enable outgoing mail Maybe perform a test w/ internal customer and see. Unsure if the invites would get queued or not.

Lassi, If you go to Project > Project Settings > Customer notifications > Request created. Edit that rule and you will see in the email message the ability to insert variables. This should achieve what you want. Note that this will be for all customers not "some". image2016-12-13 8:34:11.png

David, was it ever publically accessible? What error do you get when trying to access?

Karen, Your question is a bit too vague. JSD has the ability to create dashboards that likely would meet your needs but these are not visible to the customer directly. Unsure if your reports are for internal or external consumption. There is also a reports section w/in JSD that you an use to create customer specific views.…

I don't know if the 'ignore logo' as attachment will every be resolved but here is one ticket open for this - JSD-2090