Jack Brickey Expert

Jordan, when you say export a report I assume you are exporting to CSV or similar? You can certain easily create a report (filter) of approved - Approvals = approved() - issues and include the approvals column. Once you export you can do what you want w/ heading labels, etc.

generally you don't want your developers communicating w/ your customers in customer issue tracking systems. however, if that is not the case here and in fact the developers need to be working directly w/ customers then they are acting as agents. again, this isn't the way things are typically done.

I wonder if JIRA is seeing the automated emails as spam. Check this article - https://confluence.atlassian.com/servicedeskcloud/managing-the-email-channel-732528949.html or possibly associated with Advanced Loop Detection under incoming email admin? I'm interested in what you find here.

No. I would simply set up the developers as collaborators. The SD agents can create linked issues for development team as needed keeping the agents as the go-between for customers and developers. As collaborators the dev team can comment on the JSD issue but cannot be assigned/work these isssues.

I recalled seeing a JSD ticket on this and was curious of the status so went out and found it. Looks like it is coming but will be additional cost - CLOUD-6999

This is an old topic. On cloud, unfortunately no. Here is a good read ont this.

Amira, yes the agent can get notified via email if that is your desire. As Susan mentioned you simply need to configure the notifications scheme. Multiple projects simply means that the agent will need to look at the boards/views for the different projects. The projects are distinguished by the project key, e.g. IT Support…

Erik, If I am understanding you here it seems that previously you had say 50 people aware of an email used to open issues and now you want to restrict this to 30 people. Moreover, you want to inform the remaining 20 that they can no longer submit requests. Is this correct or close? Assuming this is the case you should…

this is an often discussed topic w/in the community and you will find various answers with a bit of searching. The most often used is captured below. Here is what we do... * Use Create Linked issue to clone the issue to the JSW project * Set up automation to close the JSD ticket when the JSW issue is closed. this can be…

Nishet, queues are simply filtered lists so you don't really 'move' them to a queue. Rather you construct your queues to align w/ what you are trying to do. For example, you could have queues by facility or agent or issue type, etc. What do your queues represent? We use a Triage queue for all unassigned issues. All agents…

Ruben, if you add a new report and click Add a Series you should see Time to resolution as an option. Can you check that?

For my purpose I don't find it too challenging. With that said I don't use Organization except for a few instances and when I do the filters are static - once created I don't need to change them. I would suggest opening an Atlassian support ticket that would turn into a suggestion. In fact there may be one already so you…

Michael, I want to ensure that your original goal was actually met here since, IMO, the solution I offered would not reflect a poor product if my assumption of your problem is accurate. Given that you are less than satisfied makes me think that maybe you were wanting something else. Your original question was 'how to…

Have you tried the following? reporter in organizationMembers("Org")

Are you only using JSD or JIRA Core/Software as well? In my scenario I use JSW and it does consume a JSW license. That hasn't been an issue really as pricing was based on tiers but now that Atlassian is moving to per user licensing it is a consideration. While configuring this 'DL' user as an agent will certainly work,…

Greg, can you provide a bit more details on your requirements? For example, will this notification go out for every issue or only ones that meet certain criteria? When do you want the notifications to occur (creation, comments, transitions, etc)? Is there something you don't like about Tim's suggestion? Based only on what…

You will find the latest info on this in the documentation. Belbow is a Community thread on this question and while it is focused on JSW, JSD is based on JIRA Core so similar requirements. https://community.atlassian.com/t5/JIRA-Service-Desk-questions/hardware-requirements-for-JIRA-and-Confluence-Servers-to-run/qaq-p/296060

You just create a queue that includes reporter in (a,b,c) or if you have placed all individuals in different Organization for the project then you can filter on the Organization which will be preferred if you have more than a few customers from any one org.

Hendrik, you need to edit the workflow and on the transition to Done status assign a 'resolve' screen that has the Resolution field displayed. If you do not already have a Resolve screen then you can simply create one and set it up w/ the fields you want including the Resolution field. Hope this makes sense. Alternatively,…

we use the "Create Linked issue" under the ellipses menu. from there it is a matter of selecting the project and transposing any fields that might be required due to differences between workflows.

Have you tried to create a new SLA in project B for 'moved issues'? I beleive you should be able to setup an SLA for issue created and use a JQL statement to associate the SLA for moved issues. What you likely will need to do is to create a custom field let's call it 'moved issue' that gets filled in when an issue is…

manually as an admin - project/project settings/user & roles under Service Desk Customers locate the customer and click the trash can on right

Steven, JSD is designed as a solution for managing customer issues. The Customers can be internal, external or both. The Customers will be able to: * create issues * monitor issues they created or optionally see all issues submitted by their Organization * comment on issues they created * optionally access a KB via…

can you look at the "Users and roles" page under the project/project settings and verify you are listed under "ADMINISTRATORS" section? If not where are you listed?

odd. and you are sure you are in the "administrators" group? First image is example of my permissions, second is my user management screen.

if you can be more specific about what you are having a problem with I may be able to provide quick answer. While JSD and JIRA can get complicated to admin the basics, e.g. permissions and notification are pretty straight forward. Like anything takes time to learn. Looking at your inital post, as an admin, if you want to…

Project/Project Settings/Permissions I would highly recommend starting with documentation: cloud: https://confluence.atlassian.com/servicedeskcloud/jira-service-desk-documentation-747602685.html server: https://confluence.atlassian.com/servicedeskserver035/jira-service-desk-server-3-5-documentation-894759177.html

Felicia, have you reviewed the Customer Notification scheme and the project Notification scheme? Can you capture an image of your config? Also, are you saying there is no "Share with customer" and "Comment internally" buttons when an agent adds a comment?

c, did you ever get anywhere on this issue?

I don't believe resetting SLA timer is possible. You can create multiple SLAs and switch between them by associating w/ a workflow status. You may be able to toggle back in forth between the two status but unsure if timer restarts. Also, I'm wondering if something like this may work... create a filter something like:…