Jack Brickey Expert

Don't know of a native way of doing this. I suggest looking at a plugin like - https://marketplace.atlassian.com/plugins/com.simplenia.confluence.plugins.polls/server/overview It may be that you can add polling/voting etc. embedded in the KB article and have the customer weigh in as you desire.

Geir, I am on cloud and have not seen this issue but I have not checked w/ my customers lately but will do so. Now when you are resolving an issue I assume you are transitioning using the "Resolve this issue" button? Was the notification previously working?

When I use the filter i provided the list consists of issues which all have "no match" in the issue view screen as the CRT. Maybe there are instances of NM that are not being caught by this filter. I will need to look at this further.

Charlie, i must be misreading your question because it seems like you have already answered it w/in you automation? what i think you are asking is how to query for all issues that have "no match" in the Customer Request Type. if that is true the JQL would be project = xxx and "Customer Request Type" is EMPTY of something…

Looking at that plugin, if i'm reading it correctly, the user (customer) would need access to JSD to view the field decrypted. If all customers of JSD that you wish to support for password management have access then it may work and certainly worth a try. As long as you are using server version of course. With that said,…

Eric, No it is not possible at this time. There are answers to this that exist in AA already, e.g. https://answers.atlassian.com/questions/39246070

Yes that would be ideal. Unfortunately for me I'm using OnDemand which is limiting for sure. Ragav may be using server.

Ragav, No click of a button solution that I am aware. Here is what i do: * Clone the JSD issue and Move too my JIRA SW project of choice. The two automatically are linked. * Adjust the settings of the clone as necessary (assignee, priority, type, etc.) * Setup automation in JSD to automatically resolve the JSD original…

Hi Girish, your answer appears to illustrate how to add a field to request creation screen and not to the Open Requests screen as Bob was, i think, referring to. Also, why do you indicate to "make sure it is optional"?

I can certainly appreciate the nightmare of using emails and sharepoint - yuck! If you are interested I will be glad to set up a screenshare session and have a look at what you are experiencing. I'm perplexed that this is happening out of the box.

David, While updating the Customer Notifications for one of my JSD projects, it occurred to me that this might be where your issue lies rather than automation. In fact it is quite likely the case. Go to project settings and the "Customer Notifications" page and look at the Public Comment Added and see how it is configured.…

bizarre. did you find anything in Automations?

David, you may find your answer here - https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

To be clear below is an example of how comments should be working: image2016-10-12 12:9:29.png Can you capture an image of what you are seeing? Automations are found under the project settings for the project in question. However, i'm not sure if that is the cause or not at this point.

is that literally what it says? LOL. Did you check your Automations to see if it is originating from there?

yes. JIRA service desk users = agents and what you are charged for. in the pics above you show 12 so at the moment you are looking at the 15 agent tier @ $4,500. If you get to 100 as mentioned before you will be at $20k tier.

Didier, I hope the following helps. Your question is a bit unclear. In JSD you have the following user types: Agents: those users that are Assigned the issue to work to closure. These are paid users. Every agent is counted, that is, they are not shared. So if you truly have 100 employees that are servicing tickets for your…

Sateesh, certainly you can create a project and import. The documentation does a good job of explaining how. * Create project in 6.4. Setup all of your workflows, issuetypes you want etc. * Export JSD project * Import JSD project to project created in #1.

If you have JSD projects that you want to change to JSW this can be done in each project > project settings > details - change the project type there.

Yes that was one of the variations that evolved from the discussion on CONF-30161. Now if they will just implement. 

Frode, There is an Atlassian Confluence ticket open on this (see below). Depending on your situation there is a work around. You will find details in the ticket from Oliver Wessels that worked for me. Basically you need to have anonymous access disabled and setup the KB from w/in the JSD project itself. If you have further…

There isn't a gadget for this to my knowledge at least not in cloud version. If you are on server, maybe a plugin available. If you are on cloud version I would suggest looking at Microsoft BI. MS just released a plugin to JIRA and I have begun playing around with it and it seems very powerful for building dashboards.…

Valeria, As mentioned above, go to JIRA administration>issues>screens find the view screen and select Configure. Check for the field in the list of fields to display and if not there then at the bottom add the field.

which screen view? Unsure why it would have disappeared but I would start by going to the the configure screen view for the screen in question. Verify the field is listed and if not add. You can also use the build in 'where is my field' tool. Example if you are not seeing in the Edit issue screen then in the Edit screen,…

Benedikt, can you clarify what you mean by "send URL's of my helpdesk". What does the URL point to specifically? A specific issue? A filtered list? A dashboard? There are limited things you can do w/o an account which is understandable but you can easily add them as a JSD 'customer' w/o incurring any cost.

Bart, if JSD and JSW are on the same server, i.e. JSD is an application on your JIRA install, then go to the JSD project you wish to change --> project settings>Details and change the project type to Software. image2016-11-22 7:55:34.png

This deletes the project and issues. If you might want it back one day you should backup before deleting. There is nothing in the article about changing the project type to say "Software" or "Business" if that is what you mean by normal JIRA project.

Is there a question here? If you are asking if it is possible to export and import then the answer is yes. 

Thomas, ah yes of course. Those users that are restricted to portal access (customers) cannot be put into a group. It would be good if they supported "Organization" for broadcast email. Might be worth checking if there is an existing suggesting open and if not create one. Certainly there is the option to export customers…

Thomas, i don't have standalone JSD installed so this may not be the same for you. Try the following... JIRA Administration > System > Mail > Send email