Jack Brickey Expert

If all of the issues are "linked" to another issue then you could set up an Automation rule that resolves all linked issues. I have done this for a scenario where we clone a JSD issue into a JSW project for development. Once development resolves the issue then the JSD IT issue is automatically resolved. You may want to…

Warren, i'm confused by your post. Are you trying to perform bulk operations on a filtered list? That is the same for JSD as it is JSW. Just go to Issues, enter the desired JQL and perform a bulk operation.

I thought I would provide an update. This hasn't really worked as I had hoped. Since the user already exists in the system (never logged in) when they receive the "invite" email and attempt to login & create a password they receive a 'user already exists' notification. At this point I think I'm going to have to provide all…

got it. yes I think that will work for me as I can export all users into excel, concatenate the emails w/ commas separating them. I assume the comma-separated is the correct format. Thanks!

That is the issue....there is no "reinvite" option since they were never invited in the first place. They came in thru an import. Unless I'm missing the reinvite somewhere. The only option the User Management screen provides is "deactivate". So they are activate w/o any password. The only option I see at the moment is to…

Agents are the only user type that can be assigned a JSD issue and the only one that can respond to customers. Non-agents can be setup to collaborate (browse, comment internally).

Matt, Not sure exactly how you plan to use the data and therefore what your ideal solution would look like, but have you considered a dashboard gadget? You could use a pie chart or two-dimensional table. Of course, if you have many, many labels this will be unwieldy.

Melodie, I would offer the following solution - setup the default assignee based upon unique Request Types. Here is how it would be done in Cloud, server might be different. Disclaimer - While I have not done this, i believe it should work and certainly worth a quick try. * create two different request types, one for each…

I second Nic's answer. After many trials and tribulations I have found that starting simple has generally worked best for me. It is easier to add complexity than remove IMO. So when I added JSD app I setup a Basic and a IT SD then ultimately landed on basic and tweaked over time.

Guhan, thanks for the info. Note that the Bulk Clone (and most) add ons are for server only. I think Ana is on cloud based upon the labels she chose.

Ana, If the issues are closed then, unfortunately, you will need to bulk reopen and then bulk edit and then bulk transition again. Now, looking back at your original post. I'm trying to understand precisely what you are wanting to change and why. However, the fact that you can manually do this by "re-opening it, adding the…

correct and agree. had similar experiences so I limit to 1k to be safe. regarding bulk update add on. i'm not aware of such an add on. quick look in marketplace didn't provide results. can you include link?

Ana, have you tried to use bulk update? the other option is to perform a new import, updating existing tickets. I have done this but it is a bit cumbersome as you have to cross-ref the old ticket system number w/ the JSD key and basically manually manipulate the excel file. IMO, you should start w/ bulk update and see if…

Maria, If i am reading your issue/question correctly I believe that you did not delete any issue but rather you delete the queue. You said that you clicked on the "x". If that "x" is the "x" that appears to the right of the queue when it is selected and you clicked it and answered yes to delete then all you did was delete…

Janene, I checked the documentation. It appears that it is not there in server 3.1 but is in 3.3. I encourage you to use Atlassian documentation as a resource as it is quite good and can easily be searched just like AA but often is a better resource. I also recommend upgrading. Though I do not use server, my observations…

Janene, go to project>project settings>customer notifications> public comment added (and edited) and edit the format there.

I have been trying to figure this out myself. I really would like to have something similar to the way Epics work. In my dashboards I display filtered list that include a number of issues associated w/ Epics. In the Filter Results gadget I add "Epic Link" to the list of columns allowing me to sort by Epic resulting in a…

What you seem to be describing is where an 'agent' opens a ticket on behalf of a customer. when an agent creates the ticket it will show them as the reporter. For the customer to automatically notified the agent should change the reporter to be the customer. In this way the customer will be notified according to the…

Kristian, not familiar w/ KF but JSD does offer the ability to open requests via email and also add comments to the ticket via email. Example: * Customer sends email to 'helpdesk@companydomain.com' --> ticket created * notification from JSD of ticket creation (with JSD project ID) to customer * Agent responds to customer…

Liat, out of the box JSD comes with a "Transition on comment" automation for status Waiting on Support and Waiting on Customer. If that is in place then you should be able to edit this automation simply adding your statuses. If not in place then it is a simple matter to create. Basically it looks like this: Add a new rule…

You can set up an email channel for each project (Project Setting>Email Requests). You can use the default email address provided by Atlassian or create a custom one. * A customer simply sends an email to the address and a ticket is created. * The customer receives an automated email notification when the issue is created.…

You may want to consider creating a dashboard for this purpose or maybe, if you have JSW application, create a Kanban board. 

Stuart, have a look at this issue - https://jira.atlassian.com/browse/JSD-1749. I'm unsure why it would have been working before O365 though. Based upon your question I assume this was the case.

I figured it out. Captured here for anyone that might find useful in the future. Basically you need two different approval fields. I used the JSD default Approvals field for the first approval and created a new CF "CFO Approval" field that was a single user field. Then: * Workflow* configured the "Awaiting BU Approval" to…

So you are on the server vs. cloud which I am on. A quick search of the documentation yielded the following - https://confluence.atlassian.com/adminjiracloud/enabling-public-signup-and-captcha-780861551.html. I would check there for solution. cloud settings are as follows: image2016-11-30 12:12:43.png

Rich, did you look at enabling "Anyone can email the service desk or raise a request in the portal" under project > Project Settings? Note that this creates a unique customer since it is based upon a different email. That is if fred.smith@urcompany.com sends in a request from fredsmith@gmail.com then two users will exist.

Peter, to an extent yes. Natively you can use automation to have the JSD ticket automatically close when the bug closes and add a "canned" comment. You cannot however have comment made in one of the issues mirror to the other. You can certainly use the same workflow for the two if desired but that may not be…

bring up project and click "invite team"

when you say nothing is display do you mean a blank screen? Which browser are you using and version. I ran into an issue with users of IE that required an update to the browser. Check Firefox/Chrome/Safari.

Well....if I would have only read the latest response from Atlassian on my KB inquiry I could have answered this right off. To disable notifying all customers in an organization each time an issue is created go to Project>Project Settings> Customer Notifications and disable the "Organization added" notification.