Jack Brickey Expert

Corwin, couple of questions: * was this working at any time? * have you checked w/ other reporters or just your "extern"? * have you checked the "Customer Notifications" to ensure it is set to notify customer on Create? * What about other events, e.g. transitions, respond to customer, resolve issue? Keep in mind that there…

Nevermind....i found it under "Discover new application" screen. 

@Nic Brough [Adaptavist], I'm using JIRA Software cloud. I'm not seeing JSD under the Application screen. What am i missing? Maybe this is for server only?

Archiving Plugin is great if you are using Server but no so if on Cloud. The 'create your own archive space' works fine in the cloud and it is free. 

if the 10 additional resources need to indeed be agents in the sense of assigning issues to them to resolve then no. If, however, the 10 are simply resources that collaborate w/ your 5 agents by adding comments and being able to view then you can give them browse/comment capabilities only.

Julio, mea culpa...I was mistakenly giving directions for adding details if they users had JIRA SW application access. I have a mixture of JSD customers and JSW users. You are correct there are no fields for the customer contact info like phone numbers. I will need to investigate this more. Certainly is a needed feature. I…

Julio, when you add a customer it creates a profile. As an admin you can login in as the customer from the User Management screen. Once you have done that access their profile and edit. Tedious if you have a lot of customer but doable.

Try this - https://answers.atlassian.com/questions/10412749

yes. You may wish to reference the following two items: documentation: https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html Known issue/limitation: https://jira.atlassian.com/browse/CONF-30161

Thanks for all the great details. I certainly appears that SLAs do not like "Customer Request Type". I just tried a quick test of my own and observed the same thing - no SLA shown when using Customer Request Type. My suggestion at this point is to open a support request w/ Atlassian. I would think that this should work. I…

Jaguilar, sorry for delay I was busy on other things. Can you try your JQL w/in the Issues>Search for Issues. I'm wondering if your JQL might incorrect. If you can get the search to work then try copy+paste into SLA JQL.

thanks for the screenshot. It all appears fine though i do question the stop on "in progress". By using this status to stop the timer, I assume what you are trying to measure here is the time a request stays in the "waiting for support" queue (inbox) before an agent moves it to in progress rather than a time to resolve? Of…

To be clear are you using the SLAs screen to setup your SLA? If so I wonder if you could provide a snapshot of the screen. If not can you tell me what you have for Start/Pause on/Stop? Then I assume the Issues (JQL) box has the "Customer Request Type" = Backup, then you have some time Goal and some calendar defined. If the…

Jaguliar, could you post the details on your JQL?

Will, Mea culpa...I misread your request and not sure how . After rereading I see that you want different names for Priority per project. This, in fact, is not possible at least you can't use the "Priority" field in that manner. You can however add a custom field to do that but unsure if that would meet your needs. Maybe…

absolutely. Misread question and misstated as a result... in fact to my knowledge there is not way to have 'Priority' schemes/project.

If you do not see the Start date where Walter mentions, please use the "Where's my field" function under the Admin button. That should provide a clue.

Babak, I haven't studied the visibility of issues when looking at Request "created by anyone". On the surface it seems odd that the requests wouldn't show up. I would suggest opening a help ticket w/ Atlassian to see if they can explain the behavior or push to development to address.

Yes, by default an agent has the ability to open tickets just as a customer would and the added abilities of working the issues to closure. You can add an agent to organizations.

just add a Validate step to your workflow. Edit the workflow, click on Validate for the transition to Triage, click on Add Validator, select Field Required Validator, select Component

The best (only?) I have found is Atlassian's own documentation augmented by this forum. Maybe there is an opportunity here for someone to write such a document but given the rate of change from Atlassian I expect it would quickly become dated.

But that is only available for server version. If you want to use a plugin to work it out then Scriptrunner is the way to go i think.

Sean, depending on your specific use case you could consider creating a unique state used when a JSD issue results in a JSW issue. I did this partly for the reason you seem to be eluding to. In my world internal customer are opening IT issues and product issues under my help desk project. If it is a product issue that…

Theo, glad you are up and running. Regarding ability to logout, I have never seen an instance of where a user could not logout. Simply click in upper-right corner where you avatar is and in the drop down select logout. There likely will be a secondary screen asking you to confirm logging out. With that said, I rarely…

Theo, your question isn't completely clear to me. However, i will attempt to provide some initial guidance. First and foremost reference the Atlassian documentation as it is quite good and will do a much better job of educating you than i can here. If you follow the document I am sure you will be well versed in setting up…

John, i have spent a few minutes on this but haven't come up w/ a cause. The behavior you are seeing is counter to how it should work. Might be time for Atlassian support if you haven't already figured it out.

John, are you saying that if you uncheck the JSD box that the JSW checkbox clears? I'm on cloud and am not seeing this be the case. Assuming the answer is yes, can you recheck the JSW box successfully? JSD user.jpg

Vyv, I assume that you are referring to what shows in the email notifications? If so then you may find what you want here - System Administration > System > General Configuration > Edit Settings and change the "Email from". more info here...…

Vyv, please provide more info here. What do you mean by "sender"? All user names are managed within the User Management section of the admin settings.

Warren - cool Ashley - you may want to open a separate inquiry. especially if my comment isn't what works for you.