Jack Brickey Expert

it is hard to guess at the cause of this but from what you have stated it sounds like the emails are not making it to our out of your O365 server. I would find a specific instance (would be ideal if repeatable) of where a reply did not update a ticket and get w/ your IT group to have them check the server. With that said,…

You need to be a Jira admin (not just project): * Jira settings * User management * Jira Service Desk * find the customer, click on ellipses on the far right and select "revoke access". you could choose "delete access" but I would recommend against that. The only time I choose that option is if i know they have never been…

another option... You could create 4 filters, one for each quarter * Q1 - project = myproject and created >= startOfYear() and created <= startOfYear("+90d") * Q2 - project = myproject and and created >= startOfYear("+91d") and created <= startOfYear("+181d") * etc...

You may not have create permissions. If you are on cloud you should see “Projects” in the sidebar. Once you select that you should see “Create Project” in the upper right of the screen.

Assuming you are using a Classic project... * click on ellipses and select Board settings * click on General * click on edit filter * in the JQL search screen you can export the results to CSV and then open in Excel

Hi Shay, are you looking for a list of issues assigned to members of your team for your project? If so then... * create a group (e.g.myteam) that includes all members of your team - Jira settings > user management > groups > create group and add members * create and save a filter e.g. - project = myproject and assignee in…

I have not seen that issue type before but it may be on certain templates. I have to assume it is simply used to report issue with documentation and be able to have a different workflow. IMO I would simply use a Request Type for documentation and stick with a common issue type. 

My only thought would be to use a quick filter to hide the issues from the Kanban on the backlog. 

So you cannot move an issue between swimlanes, at least not by dragging and dropping. To have an issue appear in a new swimlane you would need to modify the issue such that it the falls into the parameters defined by the swimlane. For example... If your swimlane is by Queries and the queries are by priority then if you…

Hi Samuel, a couple of questions. Are you an admin? Are you using Classic project template? If you are unsure can you send a screen shot of what you are seeing? To edit a workflow you would go to Project settings > Workflows > and click the pencil icon to edit the one associated w/ the issuetype in question.

Hi @Krystina Villarreal , there may be some confusion on how issues and board and swim lanes are associated. First, issues belong to projects, not boards or swim lanes. Boards and swim lanes are simple filtered views of issues. They allow you to display your issues in a manner that is easier to consume. With that in mind I…

the list would be populated with the Atlassian IDs that are associated w/ the project. So you need to ensure all users that you want to be shown as reporters are part of the project. I assume they would be Customers. What you typically would do is to create an Organization and then add your employees to it.

LOL... stupid auto correct. that is funny indeed. :-)

you mention "given a list of parent ids" so am assuming it is a static list. if so, what about something like this.... issuetype=Sub-task and summary ~"this-text" and parent in (xyz-34, xyz-39, ...)

Things have changed over time w/ JSD just as it has for Jira. But you are correct, simply stated... Any user under Jira Settings > Users that has Jira Service Desk application access is a billable "agent".

project settings > permissions there is a "Delete Issues" entry. make sure that only admins have this capability.

Your workflow needs to have a transition from closed to reopen. An admin will need to add this transition. 

Hi @Nuwan Vithanage , there are a lot of existing threads on this so I encourage you to explore them as they will have details on experiences. If you look to the right here under "Related Community content" you will see quite a few but there are more and you can use the Search bar to find them. Here is a document resource…

can you provide more info? One thought is that you have duplicate issue types (by name) and it is referencing the 'wrong' one for the project. what is the issue type that is giving you the error? can you determine if you have duplicates by going to Jira settings > Issue types? While there inspect the issue type in question…

I'm a bit confused with how a CSV file is fitting in here. Are the values for this field driven by Jira users? If so then consider a custom field of type user-picker. If not then consider a single-select field but you will need to add all possible selections which might get very lengthy depending on your situation.

The only option would be thru post-processing of the CSV. You could simply find and replace all "custom field" w/ "" and the "(" and ")" w/ the same. do this only on the header row.

you can't hide this at least OOTB. there may be an addon but not sure. Maybe Refined Theme?

Hi @David Zeng , you have accurately analyzed the issue. What is typically done, and what I suggest to you, is to not exclude the Done issues. You should create a Scrum board using a filter that includes all projects. Then set the 'To Do' status to be your Backlog. Doing so, you will not see any Done in the Backlog (and…

consider the following JQL query to create a filter... project = myproj AND "epic link" is empty OR "epic link" = thisepic replace myproj and thisepic to meet your needs

sure. the details of how depend on the current situation but basically... * create a copy of your current WF * study the current transitions in/out of the two statuses looking for conditions, validations/post functions and deciding how they should translate over to a single done status * delete the extra done status…

Ok so sort of what I thought. I have moved the post to JSD. Also, please be sure to use the reply button rather than the Answer button when replying to someone in the thread if possible so as to keep the discussion legible for future folks. if you have your agents listed as customers they will not receive notifications "as…

what do you mean by "internal team". To be clear are you talking Jira or Jira Service Desk here?

Sim, essa é uma afirmação precisa. next-gen não oferece a capacidade de configurar o quadro.

You could create a filter and daily subscription. Something like this project =yourproject AND updated <= startOfDay(-20d)

and this is where we hit the NG capability wall unfortunately. In Classic you could use a quick filter to hide the S1 Done.