Jack Brickey Expert

You can have one per project. The way JSD is structured is you have a Help Center and then Projects under that Help Center. You assign customer to Projects so they only see the projects associated to them. With cloud you are provided a default support email, e.g. support@ur-company.atlassian.net but you can add a single…

@Shawna Maas, it has been awhile since i have been scrumming in JIRA so the following may not help. I thought that if you select "include sub-tasks" under Time Tracking for the issue then the time logging was accounted for in the burndown.

@Anders Grape, if you can accept the answer (check mark) that will help future searchers.

I'm going to be tied up for a few hours but will try to get back to you here later. You may wish to read up on Atlassian's documentation in the mean time. Here is an article to start with - https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html

@Gio Bacareza, it seems you are wanting to reset the SLA? This isn't currently available. Here is another community thread on this topic. https://community.atlassian.com/t5/JIRA-Service-Desk-questions/Looped-SLA-for-Customer-Update/qaq-p/599699

@Rinju Mukherjee, for the reopen piece you can expose a link on the for this purpose. On the reopen transition in the workflow editor you can expose to the portal. For the customer confirmation piece you can replicate the default automation where the agent can respond to customer moving the issue to the Waiting for…

Yes that is what i would expect, i.e. That the portal still exists but empty. From your response I deem that as unacceptable solution. What exactly is your end goal for the portal? Are your customer to have access to some projects but not others? Do you simply not plan to use the portal at all? Are some customer to have…

@Anders Grape, check your automation rule for moving in/out of waiting for customer. If I recall correctly this is how it is setup. You can change the default if you want. 

@[deleted], is this the only project on the portal? If so you don't have to share the portal with them. However, I suspect you want to have some projects on the portal while others are hidden? Have you tried hiding all issue types from portal? I'm unsure how that would appear but might be worth a try.

Seems like you are trying to find stale tasks that should be closed off because all of the sub-tasks are complete? The only way to do this AFAIK is with an addon like Scriprunner where you can use "issuefunction" parameter. there are other threads in the Community that illustrate how this can be done.

you may also want to look at this thread. a couple of scenarios called out there. https://community.atlassian.com/t5/Answers-Developer-Questions/JIRA-Servicedesk-not-loading-in-IE/qaq-p/464787 the one i ran into had to do with IE's Compatability mode.

@Thomas Kofler, can you create a JQL under the "Issues Serach" view that reflects what you want? If so then you can simply cut and paste that JQL into a new queue via the Advanced screen. If you are having issues w/ JQL if you can provide more details on the variables you are using to construct I may be able to assist.

@Rinju Mukherjee, hopefully we have an ITIL certified Community member that can chime in here as I would like to learn more too. ;-) Given that the provided templates are all based upon the same infrastructure and you have the ability to modify the workflow either would be considered ITIL 'inspired'. To make them ITIL…

@Katye Smith, as a recommended community practice it would be best to start a new conversation for your question. Particularly when the current thread is in the answered state. With that said, certainly here to help so... I do not understand your question. You don't create workflows with scrum boards. As Nic mentions…

not surprised. Sorry I don't have an answer and suspect that it is not possible natively.

interesting question. When you say 'purge' do you mean blank? Have you attempted this via post function w/o luck? Does post function have an option to change/set the values of cascading lists?

i don't know for sure but have strong doubts that this is possible based upon my experience. that said...i would suggest looking into posibilities of native Validators (doubtful and messy given you goal) or possibly more likely (but can be messy) Properties. I do use status properties to limit assignee to a set group for…

maybe a couple screen shots of the two view issue screens would help? where are you trying to log time - on the scrum board or the view issue screen or edit screen? do you not see the Time Tracking section on the view issue screen at all?

@John Greenwood, very sorry for the delay getting back to you but I have been tied up and to be honest I do not have experience with this field and didn't know that it even existed. In fact I cannot find any evidence of this field except for one locating in Atlassian documentation that discusses best practices. However, I…

you can try out Time Reports you should never have more that one person working an issue (you can only have one Assignee) especially if tracking time is important to you. I recommend creating sub-tasks. 

@Dave Gunn, regarding the 'permission denied' messages you are receiving, can you elaborate? where are you seeing these messages and during what action? Ultimately I suggest that if the details I provided in this thread do not address your question(s), you should create a new thread as i just noticed this thread started…

All, I'm back from my meeting and wanted to weigh back in here. Bear with me if I get sideways on this as it is a bit difficult to follow the thread. Let's rewind to the beginning with @Scott Searcy1's initial questions: Q: "Can someone shed some light on how this is being done? Do the watchers have the "normal" JIRA view…

I'm tied up for the moment but will take a run at providing an answer in a bit if someone else in the Community has not already done so by the time i get back. In the meantime as @Michael Moynihan mentions here the ticket mentioned has been fixed and is available. Whether that addresses everyone's question/needs begin…

@Dave Gunn, hopefully my comment was not taken as a reprimand. It was meant as a comment to say that if you are interested in having JSD-269 implemented then the best place to share your voice is in the ticket itself vs. the Community since, for the most part the Community is monitored by other customers like yourself and…

I assume when folks are indicating +1 in the Community they are actually voting for this on the JSD-269 ticket itself. mentioning +1 here has little to no effect.

@Sebastian Wramba, can you check what you have setup under Applications > Application Access for JSD?

Kirst, From this paragraph in the doc that Hermance provided, I would suggest checking that first and if properly setup then something is 'broken'... Customers can add individual participants if they have permission to share requests. If the customer is in one organization, their request is shared automatically. Customers…

Cool - :-) :-) No Cloud - :-(

Time to Resolution isn't a field. At least it isn't a field that is exposed to the user. You can see that if you export a list of all fields. Rather it is a calculation. TTR = resolved_datetime - created_datetime SLA is a countdown timer displayed to represent the TTR With that said, if you can indicate what your goal of…

thanks for the images they help. I have never transitioned multiple issue from Kanban via bulk move but rather simply dragged them. Generally I use the bulk move from an issue query screen. However, I suspect you will see the same results if you attempt there. I assume if you edit transition each one individually they are…