Jack Brickey Expert

Markus, I'm unsure what you mean by easier way. To me that is about as easy as it gets. If you don't want to limit to a specific project then simply use the JQL <custom field> 129. You can get as specific or as ambiguous as you want w/ the text value that follows the "~" symbol.

project = xxx AND <custom-field> ~129

Robin, I hope my previous response was not taken poorly. I certainly didn't mean it but after re-reading it I was concerned. In any event back to the issue at hand. Let's look into why, when you click "Respond to customer" it is not transitioning to "Waiting on customer". First, let me state the obvious. If the issue was…

Robin, based upon this question and others you recently posted you may be new to JIRA tools. I would highly recommend reviewing the documentation as it is well written and can quickly get you up and running. You can navigate to any document from here…

Yes collaboration is indeed possible and as you mentioned no additional cost. However, if you add the issues to the scrum board and cannot assign the actual developer to the task then it is only a partial solution. If the developers are not agents then they can only add comments so the scrum world would look something like…

The biggest down side, in my case, is that my JIRA SW team members must be JSD agents which increases cost. This should not be the case and Atlassian should allow users w/ JIRA SW licenses to be agents at no additional cost. Otherwise, IMO, it is double-taxation.

I have been considering this very approach but not yet settled on it. In my organization the IT team is made of of traditional IT support engineers and a small development team that is responsible for the development of some internal business applications that tie into our ERP system. My plan on SLA is that I will add a…

Thanks Nic. I was looking at that earlier and here is what i found: i have a condition that only users w/ Resolve issue permissions can make the transition. The permissions scheme for Resolve is set to any logged in user. I thought that was correct but maybe not? The user making the change in the above example is me which…

I concur w/ Walter. The key here is your stated requirement "...view and process...specific only to them." If that is not a hard requirement then you can easily do this via Groups and Request Types on the Portal accompanied with Queue filters. Of course this will allow members of each functional group to view the others…

Well the custom field approach really won't work if you indeed want the service desk team to own the original incident and all customer communications but you want your tier 2 groups to actually work the issue to closure. This is why I suggested separate projects for each tier 2 group and using cloning. Having said…

Following up on your additional info provided. So it sounds like you may not want the 'escalation' groups (IT Support teams) to interface with the customers (users) but rather only the SD agents. If that is the case then you could consider creating different projects for each IT support team. Then have the SD teams clone…

Gustavo, might need more info here to get the best solution. Based upon what you have provided, I would recommend one of the following methods: * Create a custom "escalated" field. Then, assuming you have something like a Tier 1 ground and a Tier 2 group (escalation) then you can simply create queues (which are really just…

the article helped and I at least got the chart to 'work' but it still falls short of my needs and I have to export to excel and create the tables/charts I want. I may look at MS BI to see if it could be useful now that it is integrated w/ JIRA cloud.

this topic peeked my interest. Here is a AA thread on the "Average time in status gadget" that might help - How do I get the "Average Time In Status" chart to work?. I'm going to have another go at it.

This is an area that has always frustrated me w/ JIRA. I have always felt it should be there natively and I see this as an important feature. Just yesterday I was trying to analyze 2016 activities and would love to have a view that showed average time in each status for a given project. There is a dashboard gadget "Average…

You can do this if the articles you don't wish to share are in a different space. It would be nice if you could set permissions on a page by page basis, but I do not "think" this is currently possible. At least I have not found a way in the brief time I have spent looking into that.

This was solved by upgrading users to IE 11. IE 10 compatibility mode was definitely the cause though we could not get it to work via the internet suggestions.

So it appears to be an IE compatibility issue as all other browsers work. Researching this further I am looking into the IE Compatibility Mode cause that other threads are pointing to. My initial attempt to disable Compatibility Mode did not appear to solve it however so digging deeper.

agree completely Joe!

Thomas, I don't believe that is possible. However, and I haven't done this personally but you could add a new custom text field and make it required as part of the transition in the workflow. Not sure that works for you.

Aaron, did you ever find a way to do this? I have similar issue

Automation only has the canned events unfortunately. I sure wish they would allow you to select the time component. If the canned events (like you show) are not suitable to your needs how about creating a filter and setting subscriptions to them? For example, lets say you want to notify your agents at the 50% remaining…

yes there are ways to do this. I suggest perusing the following documentation... https://confluence.atlassian.com/adminjiraserver071/listeners-802592235.html https://www.atlassian.com/blog/archives/notify-customer-sms-service-desk-webhooks

This is not currently available natively. There is an enhancement request on this you can vote for and watch - JSD-4519

It seems to be working fine for me.

Mark, can you provide a pic of what you are seeing. Is email notifications set to on?

James, you will need separate statuses. You might think you could achieve this via multiple transitions out of a single status, e.g. group-A approve & reject, group-B approve & reject, etc. However, the way approvals work is that only one transition from a status can be assigned the approve and one the reject. Any other…

Steve, you only need to pay for licenses for your "agents". Agents are those individuals that will actively work on the JSD tickets. Whether or not the "ancillary support staff" fall into the "Agent" category or not depends on if you want them to be assigned JSD tickets directly. Example, in my world I use JIRA SW for all…

Hollie, i have included answers to questions you posed to both Henri and I here. ultimately, i simply had to stop typing here as this has become more of an initial design discussion than answering a question and I fear I may be confusing you. As such, I'm happy to have a phone call and even screen share if you would like.…

Hi Hollie, welcome to the forum. I think you will find JSD to be very flexible and there are different ways to address your needs depending on what works best for you. Invariably, I have found that this flexibility coupled with my experience level to result in setting things up one way only to change that in time as we…