Jeff Tillett Expert

Ok, found some more info and updated my condition to issue.get("customfield_15480").getName()!=issue.get("reporter")log.error("Conditional Execution" + issue.get("customfield_15480").getName() + issue.get("reporter")) The log file now shows ERROR jtillett 1028x3177582x4 iyq99u /secure/QuickCreateIssue.jspa…

I have been able to determine that part of my issue is due to the data not truly matching. issue.get("reporter") returns username issue.get("customfield_15480") returns username(username) The custom field is a single user picker field, just like reporter. How can I get the outputs to match?

Is there a way to bump this for help?

My mistake, I thought all the groovy stuff came from the script runner plugin

This occurs when you do not have the new issue type associated with a request type within the portal. You HAVE to expose something linking the issue type to the request type within the customer portal in order to have it be available to select as the request type within the agent view. In addition, you cannot have any…

You could also "pause" the counter on a certain workflow step so that you can retain the true time it's going to take you to deliver the feature. My only question would be why exactly you would want this. If you haven't delivered the feature, then why would you want to stop the resolution SLA? As an end user, I wouldn't…

It looks like your user has a "license" for SD, but is not tied to the project in question. Can you show us the roles screen for the project in question? Your user need to show up under the project roles "Administrator" and "Service Desk Team" to be a part of that Service Desk.

Ah, we don't have 3 yet, so I'm not sure where that option would live. I would assume it would be in that view they gave you, but I can't verify that for you.

In your banner bar you should see a Service Desk menu. Under that menu, the bottom option is "Create a Service Desk" Then you get the option to create a new project Enable for existing project.

On which part? Creating it like any other project, or turning it into a service desk?

I would make your project like you always have. Once you do that, go to "Create a service desk" and select your new project. This will ensure you get the Service Desk features on top of your known strategy. You may have to tweak a couple of permissions, but this is exactly how we deployed and it saved us a lot of headache.

Correct, service desk only allows for one email address to be set up in their mail handler. 

I would create separate issue types for each product, all within the same project. Then build each queue to look at each issue type. You could also use JIRA core to create different support email addresses that create issues with the different issue types. Reporting and controlling different workflows are also much easier…

This actually exists within the "Settings" menu of the Service Desk view on the version you are working with. 2016-05-13 11_49_16-Helpdesk - Jira.png Your KB "space" in confluence also needs to have anonymous view access. Hope this helps!

Yes, but you would have to build a separate SLA for each user, and they would have to be a user prior to building the SLA. You could also assign your users into multiple "groups", and set your SLA's per group. That may be more manageable. 

No problem!

Sub-tasks and assignment cannot be dome through the SD automation, these tasks will need to be completed as post functions of your workflow. (Can be a post function of create if you like) For the assignee, you would want to use the "Copy Value From Other Field" post function to copy your supervisor field to assignee.…

Are you trying to do this in SD's automation or with Scriptrunner?

Some JIRA instances have a "Participant" field from other plugin's that is different from the "Request Participant" field that JIRA ServiceDesk uses. Can you confirm that you added the customers as a "Request Participant" to the issue? The second thing to check would be to ensure that your customer's email/account is…

Your screenshot clearly show that there is an option to sign up for an account on the customer portal.