Jack Brickey Expert

Yes 6k/yr in this case. The only benefit, I believe, of prepaying maintenance is insurance against price hikes, which certainly possible.

agree. the one difference i noted when i was looking at this before was that Core 'seemed' to provide some different built in project type templates (HR, Finance, etc) which would be nice if they were part of JSW. While they can be replicated in JSW that is extra work.

may still work. otherwise i would check on achieving compatibility (upgrade JSD if not on latest or check w/ plugin provider on plans to provide new version). Good luck!

if you are using JSD server and not cloud I recommend you look at the following article and plugin. I think it may get you what you need. https://answers.atlassian.com/questions/43105349 if the plugin doesn't directly allow you to notify the customer when set to assigned maybe it can be done by adding a comment when…

sigh...yes this is the case. I need to investigate further but it has to do w/ the fact that, for JSD unlike JSW, there are two notification schemes: standard JIRA notifications (project>project settings>notifications) and Customer notifications (project>project settings>customer notifications). There is not option to…

when you say "customer" does that equate to reporter? if so... check project>project settings>notifications>assigned and see if "reporter" is included. note: i am using cloud so your milage may vary

By default the approved doesn't see all of the updates but only are notified when they are to approve. If you want you can add them to the watch list and they will see all updates. Regarding linked issues, you can achieve this via the built in Automation, e.g. When JSW linked issue is resolved the JSD ticket is also…

Dmitry, can you capture what you are seeing in your instance rather than the doc image? It works for me but I am on cloud so that doesn't mean much.

when you say removing Open is not an option do you mean you wish to retain or that you have tried and cannot? If you wish for "Get Supervisor's Approval" to the be initial status of all newly created requests then that should be the initial status attached to the create transition. If however, you want to retain the…

Fen, It would be helpful to see an image of your workflow. However, it seems to me from what you have conveyed, is that you should simply remove the "Open" status. In this way when an request is created it will transition to "Get Customer Approval".

that appears to be the case. just check the server docs and no mention of "Organizations" feature.

Octavian, let me start by stating that I am on cloud not server so the following may be of little use but offer it up just in case... As an admin you should be able to create an organization and add customer to that organization. In cloud I do this as follows: * in the project view click on the customers icon just below…

Got it. I haven't found a means of doing that and in fact my current use case/implementation doesn't require it as it is more of a 1:1 approval. I created two approval statuses. The step is to get approval from 'manager' and if approved it automatically transitions to 'cfo' for approval. I looked further into this to see…

ah...now i know why the declined/resolved show as pending approval. it is simply because no approver was added when ticket created and the agent simply worked around the approval via a third-transition. So i think the first JQL should work. Keep me posted on your experience.

Sara, i have just recently set up a project that requires approvals (two levels) and haven't had much experience with this. However, Approvals = pending() does seem to provide the approvers that are outstanding. You need to display the Approvers field/column. I did note however, in my case anyway, the filter results…

If I understand your requirements and if you are trying to do this for JSD then you could use Automation. Custom Rule When: Issue Created If: Issue Matches, Reporter Then: Edit Issue, Priority I would create a group (VIP) and add users to the group as it would be easier to report (dashboard/filter) on the VIP group. If you…

I have a similar situation put not specifically a T1, T2 but my solution may be of use so sharing here. Feel free to discard. * All issues (IT and product issues) coming to our JSD project where they are triaged * IT issue remain in the JSD IT project. For Product Development issues we do the following:* set the status to…

hourly notification: * disable notification on creation * create filter and set subscription to hourly - project = XXX AND createdDate >=-1h SLA breach: * disable notification on creation * create filter and set subscription to hourly - project = XXX AND "Time to resolution" = breached()

Update: for now I have added 'user is not an agent' to my IF. so basically user = customer AND user ^= agent. It works for now but there are some corner cases to deal with.

attachment... image2016-10-25 11:59:28.png

Yep that's it. you may wish to accept answer to help others in future.

you can use built in Automation feature. Custom Automation When: Issue Created If: Reporter = xxx Then: Edit Issue, Assignee = yyy

Tamara, User are added as customers in a few ways: * if they are invited AND they act on the invitation by following the invitation link and create a password * the admin adds them directly and sets up a pwd * you configure where anyone can signup for a customer account via email under Customer Permissions for the project…

If you use JSD the users will be added as customers which are free. They have limited capabilities as customers. The can open tickets, comment and resolve (if you allow them to do so). They cannot log into JIRA as a agent can but the can access a help desk portal. These users can be added in one of a couple of ways: the…

Erick, it would be good to have a. It more info. It sounds like you want to use this for internal IT ticket reporting and resolution. If that is the case Inwould recommend JSD. Given your scenario you will have 3 licenses to be assigned to your IT engineers and they will be able to work on all of the incoming issue from…

This is not currently available. There are tickets against JSD that you can search for and vote/watch.

then i think you have your answer? at least the links you provided are for Cloud. check w/ Atlasssian as to availability/plans for server.

David, i took a look at my instance and see the auto-approve choice. I suspect that your instance has not be updated yet. You are using cloud, correct? The blog link indicates that it will be rolled out over time to the instances.

yep that is it thanks Steven

start here - https://confluence.atlassian.com/servicedeskcloud/permissions-overview-780868026.html