Jack Brickey Expert

Ah yes. sorry I forgot that I had two accounts one I had changed and one I had not. :-) And yes still there but as you said...everything is different.

@Doug Aliff, assume you are on Server? I still see on Cloud...

@Matthew Van Kuyk, let me restate what I think you are asking for to be sure I am following. In the end I think you will need something like Scriptrunner or maybe Automation for JIRA to make this work. You want to create a custom 'due date' field and you want to automatically set the default to "today + x days" based upon…

there is a suggestion open to remove. See/vote for JSDCLOUD-2488

this is not possible, at least in Cloud version. i would guess it isn't there for Server either. What would you want it to say?

1) yes that is the normal process if you are dealing with emails. I will say that while we started trying to follow this process for emails we ultimately simply stoppped moving them and just leaving them as is. In the end we really didn’t care that much about having the details right. We spent our energy educating about…

@Wendy Gem Thorneloe, If you want two completely separate instances then you will need two JSD installs. If you are using cloud you can start a separate one easily enough. However, i don't know that this is what you need or even want. What happens when you have 3, 4, 5 projects? If you goal of having two Help Centers is to…

@Romer Ventura, So a bit confused. I use cloud as well and have created a test project and there is no "SLA time remaining" SLA rule. Can you provide a screenshot of what SLA rules you currently have? Below is a view of my test project. The first one "non-responsive customer" is one i created the other two are the…

I don't have a "time remaining" sla and don't recall it being there in the beginning but could be wrong. Maybe it is a Server SLA? I have time to resolution but it is no longer stock. :-) Do you know what the SLA was tracking? Maybe we can recreate if no one has an example.

Certainly this would be possible. JSD seems like an odd choice for this process upon first glance but that is just an opinion and everyone has one of those. :-) Yes you will need each of your fulfillment providers to be an agent if you want them to actually own the issue to closure. Note: agents cost whereas customers do…

please click the checkmark to accept and help others.

BTW....don't edit the Time to Resolution SLA create a new one as I mentioned.

Alden, as I mentioned before you have to create the new SLA and new automation. Below is what I defined and if you follow it you should be fine. NOTE: you will want to tweak things a bit for your specific use case, e.g. statuses, timeout duration, etc. 1. Define the new SLA - Project > Project Settings > SLA click on the…

For this you will need a plugin, e.g. Automation for JIRA or Scriptrunner.

Not on cloud natively but you could do so w/ a plugin. You can, however, use Automation to close the JSD isure when the linked JSW isue is resolved.

just so i am clear here. are you saying that your customers are able to perform all transitions from the issue view screen of the portal? Can you provide a screenshot?

Doh! Yes of course then there is that. :-) I had forgotten that had changed long ago. 

Ok so on a plane at the moment landing soon which will likely delay the details but will get back to it in a couple hours. Where are you stuck? Have you been able to create the new SLA? here is a quick pic of the automation i just did below. note that it us using Time to resoulution SLA here because that is all I have in…

are you an admin? Please check to be sure sub-task is listed as an issue type for the project. This document should help.

Martin, can you not simply create a filter and setup a subscription for this purposes? I'm on cloud so some translation in the below will be required if you are on-prem. * Issues > search for issues * create JQL, e.g. project = "RockBusting" and customer = "Slate Rock & Gravel" and createddate = startofmonth() .... or…

So i found that this question was already answered here. Or at least I think it will meet your needs. Basically, you need to do the following: * define a new SLA for the "Waiting for customer" status setting the amount time before closure * setup an automation on the SLA being breached and transition the issue. You may…

great! and thanks for taking the time to accept his answer too.

Alden, you appear to be on Cloud whereas Volkan is on Server. So there are differences there. There should be a way to do this w/in cloud automation however. I will have a look and get back to you.

it looks like the Unit 4 Dias is in the Popular list. Is that the only location you see it I assume? Can i assume that this was a project that you later removed? I'm wondering if there is a bug(?) with Popular feature where it does not clear out old/removed projects. what happens if you click on Unit 4 Dias?

Ah that was not clear before. This is currently not avaialble. They could copy and paste into a spreadsheet however that could be cumbersome. You could also set up a weekly subscription and do it for the customer and send to them but would want to eliminate any internal comments I suspect. There is a suggestion for this…

Absolutely. Just run a jql query on the project(s) in question and use the export to csv function. In cloud it is the icon at top right if filter list that appears as a bottomless box w/ down arrow. You can choose current or all fields. 

approvers do not need to be agents. Approvers will get emails and they can approve/reject from the email.

The answer depends on what form you want the report to be. A list or a chart or other? On the surface what would seem to work would be to create a filter and then use the filter on a pie chart on a dashboard. This would allow you to get relative view of where issues are found in the product phase and the user can drill…

yes that little slight-of-hand would certainly work. :-) I would suggest you create a reusable issue type, e.g. "Hidden". I was going to suggest trying Properties to limit the issue types but I'm unsure if this would work for Issue Type and the initial status (Open) or not but certainly worth a try. I have used for custom…

Rob, where do you want to create the burndown? You should be able to show a burndown chart on a dashboard by selecting the sprint.