Jack Brickey Expert

I’m noat quite following your question. Note, for incoming issue creation you need to check project > project settings > email notifications. Are you using the Atlassian provided email for creating tickets or custom? For outgoing notifications check the outgoing email settings. I don’t know what you mean by someone being…

This seems to be the question of the day. I think I have seen this ask 5-6 times now. :-) Roadmap feature only applies to next-gen project. If desired you could create a next-gen project and move all issues over from the old classic project using bulk move. Be aware that next-gen is very streamlined and you may find it…

Correct. Roadmap feature was designed specifically for next-gen projects.

It is not possible to create a board other than the default for next-gen project. I’m unsure if this will change or not. You can send feedback to Atlassian via the feedback link under your profile icon. Also correct on the epic for roadmap view only.

No but you can create a new next-gen project and then bulk move all issues into it from your classic project.

you "Create Project" then in the next step you select the template you want to use. NOTE: you must be on Cloud as next-gen is not available in server.

If you are using Ranking the order is maintained. Now that does not mean that across columns they will “appear” ordered in that if the third item in the first column is moved to the second it will appear horizontally below the first two in the first column. It will be at the top of second column and the fourth item in the…

One option would be to define two projects. JSD uses unique issuekeys per project. Example: project 1 = IT requests => IT-1, IT-2, ... project 2 = Facilities requests => FAC-1, FAC-2, ... there may may be a way to do this as you mentioned with custom field via an addon and maybe someone else has an idea on such.

To get there, when creating a project select the Nextgen template.

There has been a lot of instances of the same question of late. You basically perform a bulk move of all issues in you classic project. Be aware that some things may not come over cleanly and many feature you have in classic templates will not exist in Nextgen. I would recommend trying out a test Nextgen project to see if…

I would first rule out the browser but trying a different browser.

I would look at creating a custom field say “approval required” that is either yes or no. Then use automation to trigger on the value and transition into the “waiting approval” status or the “approved” status if no approval needed. now you could simply this by simply training your agents to approve anything under $500…

One final note here for future readers. The “Agility” term is being obsoleted in favor of “Nextgen”. “Agility” was the beta term and it appears we have ventured out of beta now.

According to the image above any user that has the “Service Desk Team” role should have the necessary privledges. Have you seen that a user with that role not being able to, for example, assign an issue to someone?

At least not yet. ;-)

Quick filter on “Gantt”? I’m familiar with them on boards (Kanban and scrum). Not familiar with the Gantt feature. I know you can not restrict quick filters to an individual on boards. If the user can view the board they can view the QF.

While I do not use it myself, I would refer you to JEMH addon it may help you achieve your goals.

Generally a single admin is all that is desired/needed but you can have a backup. You will more likely want to have multiple Agents. That said I’m unclear what you are currently struggling with at this point. Maybe if you were to share some screenshots of your admin and service desk team config and restate your goal I can…

Agree Profields would be a good solution. However, I would not consider an addon just for this one field/need. You could consider a single epic with a due date and fill in the stories. Or you could have a ‘project complete’ issue that signifies the end. 

You could create a custom field, e.g. “hours spent” and expose to the portal. I would also recommend doing a bit of searching in the Community for solutions others have done to monitor ‘support budgets’ for customers. I seem to recall an addon that some users were leveraging but can’t recall off the top of my head.

Not sure what kind of templates you are looking for but here is a search result on marketplace templates you can peruse.

Yes and as Nic pointed out you need to set the permissions as desired for the various roles to meet your needs. Hope this makes sense.

I’m unsure what you mean by due dates for “projects”. There are due dates for issues but projects generally do not have dates associated with them. There are a number of canned reports that can be used for projects to illustrate workload, progress, etc. you can look under the Reports link on the project page or consider…

That is correct. On cloud each user must manage their own userid and email. 

This is not possible. You could opt to add a custom field and allow the customer to enter a requested resolution time.

You are most welcome. Please consider accepting the answer. 

you can't "migrate" precisely in that there is no 'button' to migrate. However, you can move all issues from the classic project to the next-gen. Depending on the complexity of the workflow on the classic you will need to map the status to the more streamlined next-gen but the Move will walk you thru it. You can easily…

@Simon Ejsing, welcome to the Community. Indeed filtering and many things are limited for Agility projects. Thing of Agility as "streamlined" rather than "limited". :-) Indeed Agility (Nextgen) is still beta and Atlassian continues to add capabilities. It will be interesting to see where things end up w/ these projects as…

where did you configure the email handler? It is worth noting that JSD does not use the traditional email handler under system > email. You need to go to the specific JSD project > project settings > email requests and add a custom email there. If this is what you did then it may be that your exchange server is seeing the…

@Janetta.Mccreery, there isn't a way to integrate a non-Confluence KB AFAIK. I did a quick search in the Marketplace for an addon but didn't discover anything. You could consider importing your existing KB.