Jack Brickey Expert

all of that is as it is designed w/ one exception, you can't restrict portal access to only some clients. if they are a customer then they will be able to access the portal. However, they will only be able to see the issues they have created or any issues that have been specifically shared w/ them by other users in the…

I was just testing this out. Indeed there appears to be no "edit" and no way to "remove". Yikes! I checked JAC but did not find any obvious pre-existing open issues for this. I'm investigating further w/ others and will update when I hear back. If indeed the above is correct I will (as should you) submit feedback to…

if you have a hard requirement that different clients send in issues via different emails (e.g. client1-helpdeska@..., client2-helpdesk@...) then you would setup different projects. However, if you can live w/ a single helpdesk email address (better IMO) then you can have a single project and use the Organization feature…

I think that is what I had stated earlier.

great question. yes absolutely otherwise JSD would not know which project to associate the issue.

Hi Jana, I suspect that someone has made some changes that are causing this behavior. It may be that an admin has modified the default workflow (really bad idea) while trying to make the desired priority setting for a given project. The side effect is that all other projects would receive the same treatment if they are…

Hi Karen, if i understand your requirement here I would suggest the following. Create a new JSD project for your new customer group and ensure that the customers between the two projects do not overlap. For example... Project A with: * Org1 - Fred, Sally, Juan * Org2 - Clarrisa, Brian, Dan Project B with: * Org3 - George,…

Sorry i'm not following. I don't understand your URL or what "THIS PAGE" means where Jira is concerned. I thought you were asking how to provide read only access to Jira issues in a given project but it seems maybe you are looking for something else? Maybe this is associated w/ some addon??

So I do believe it is a custom field. I suspect the issue here is that while you may have the "Expected Done Date" as a global field you have not added it to your screen for the project in question. A couple of ways to do this but here is one I suggest... * Jira settings * Issues * Custom fields * find the Expected Done…

well it was a piece of history you can treasure forever!

Permissions are controlled under project settings / permissions. Read only would be Browse and ensure the user isn’t in a role/group that has any edit function abilities.

Can you open IPM-44 in detail view and check the status? I’m wondering if the actual “status” isn’t the same as the column heading here. Are you the admin that setup the conditions being illustrated in the error message? If not can you reach out to them to discuss this? There may be some other conditions not being met here.

Can you share a screen shot of what you are seeing. Can you click on the magnifying glass and click on Projects to see if you are taking to a screen where “Create project” button exists in upper right corner?

Hi @Tpilet.Jira.Admin , welcome to the Community. The article you reference is for Classic service desk projects. As you are on a Next-gen things are different. Full disclosure, I do not use NG JSD projects as yet and am unsure if/how queues are created/edited. I was reviewing the Atlassian docs but could not immediately…

Is this custom field already created and you simply are trying to have it displayed on the cards in the Kanban board or are you trying to create the custom field? if the later then what you have already done should result in seeing any planned due dates in the cards IF there is a date entered for an issue. If there is no…

Any report under “Reports” within a project will be specific to that project. If you use a dashboard any reporting will align with the underlying filter used in the gadget config. By default there would be no direct inclusion of “linked” issues. You must construct a filter that would include them.

Although I just checked the pricing page and it does indicated that apps are supported.

Rama, I don’t use the free version but would be surprised if it was possible to install addons in the free version. Have you been able to previously?

Free OOTB solution - use a subscription for the filter you created and send an email daily. Advantage - free and easy, disadvantage - isn’t a real-time notification when issue is created with the specified summary Addon - use Automation for Jira or similar. Advantages - aligns precisely with your requirement, disadvantage…

Ah that means that either you are on a starter license or you are not listed as the technical contact for your instance.

@spryce, if you are not seeing time tracking I would recommend reaching out to Atlassian Support. It is possible that your instance has not be upgraded to a version that includes this feature. However, I would expect all cloud instances to have the feature by now.

I have seen a number of folks raising this issue. I would suggest raising a request directly with Atlassian Support and please consider commenting back here once you have an answer.

Ok yes that should all be controlled by your SLAs. Here is a good read to get started - what-are-slas-and-where-can-i-see-them-in-my-service-desk basically your SLA is a count down timer, say 16h and if it goes beyond 16h it turns red and negative. So it starts by showing time remaining before breach and then switch’s to…

Assuming you have a custom filed called say “Customer Status” (active or inactive” and you can solve how that field is set thru automation then you could simply change your queues to show all issues from “inactive” customers in one queue and all active customer issues in separate queues.

Hi Gino, welcome to the Community. Can you elaborate on “remaining time”? I am not aware of such a default field. Queues do not “calculate” anything they simply are filtered list of issues based upon some JQL. Now with JSD you have SLAs which is all about how much time is allotted to resolve an issue before the time is…

Hi @Senthilnathan VS , your JQL is accurate and should work. Please verify if you are indeed able to achieve the desired results from the filter once you enter the exact variables. Now regarding the second part of your requirement - “and email a particular user” - is the user static and do you want the email to occur once…

I guess I’m confused. It seems you are trying to do something that is contrary to what the documentation conveys as supported. Sorry if I am misunderstanding.

I’m not 100% sure and I am not where I can easily verify at the moment but I do not believe that report exists under Reports. If you have JSW you can create a Dashboard and use the Average age gadget. 

Hi Kennen, maybe the Community can help you with your issues. Can you elaborate on what problems you are facing?

It may be that your instance hasn’t been upgraded. I would recommend reaching out to Atlassian Support directly so they can log into your instance and check things out.