Jeff Tillett

Adaptavist have found a way to do this. I'm hoping to find out how.

in Change Service Desk email back to the old style Comment by Jeff Tillett September 2016

Buehler?

in Change Service Desk email back to the old style Comment by Jeff Tillett August 2016

Romina The SLA restarts at 0 each time it enters the "Waiting for Customer" status.

in Service Desk: How can I automatically notify customers that information is required for their request or after a certain amount of time, close the issue? Comment by Jeff Tillett May 2016

That's exactly how we are doing it. No problems so far!

in Service Desk: How can I automatically notify customers that information is required for their request or after a certain amount of time, close the issue? Comment by Jeff Tillett December 2015

Did that get you what you needed?

in Service Desk: How can I automatically notify customers that information is required for their request or after a certain amount of time, close the issue? Comment by Jeff Tillett December 2015

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in Service Desk: How can I automatically notify customers that information is required for their request or after a certain amount of time, close the issue? Comment by Jeff Tillett December 2015

Yes! We are currently doing this by manipulating SLA's. We have a couple of automation tasks that allow this to take place. The first being that any time we make a comment to the customer, it moves the ticket through the workflow into a status called "Waiting for Customer" I believe this is a canned automation script. We…

in Service Desk: How can I automatically notify customers that information is required for their request or after a certain amount of time, close the issue? Comment by Jeff Tillett December 2015

Changing our request security back to "Entering a new participant's email address (this prevents customers from seeing the names and emails of other users)" instead of "Searching for existing users, or entering a new participant's email address" allowed us to use the delimiter, but does not validate that the users have an…

in Add multiple request participants at once using copy paste Comment by Jeff Tillett August 2016

You cannot add groups as participants through the customer portal GUI. Only users or email addresses are valid options. We also do not want this to occur automatically, b/c the users should not be added until HR has completed a series of actions on their side, and they do not have SD licenses to advance workflow. We also…

in Add multiple request participants at once using copy paste Comment by Jeff Tillett August 2016

If you are trying to switch between issue types with different workflows, you will need to use the "move" feature so it transitions the issue into the new workflow.

in Error by Adding a Workflow on an Active Workflow Scheme Comment by Jeff Tillett December 2015

Update, known issue here: https://jira.atlassian.com/browse/JRA-63694

in Project Role members not being notified of Issue Created event Comment by Jeff Tillett January 2017

Thank you so much!

in Add-on License questions Comment by Jeff Tillett February 2017

The answer depends on which version of ServiceDesk you are running. On the current version, the SLA's will be updated/recalculated automatically. On older versions, you will need to click the "update" or "recalculate" link under the SLA menu on the left. This will take a minute, and refresh all SLA's within your project.

in Are SLAs supposed to recalculate when I change them? Comment by Jeff Tillett December 2016

Interesting note as well, if you buy a licence for Service Desk 3, you can download and install the previous version as an Add-On if you are still running JIRA core 6. The license works for both.

in Can i use JIRA service Desk as a plugin over JIRA Software? Comment by Jeff Tillett December 2015

When you create an issue "manually", I am assuming that you are using the big blue "Create" button at the top of your screen. Creating in this fashion does not add a "Request Type", so the notifications will use your JIRA core notification scheme, and not the "Service Desk" scheme that it sounds like you are expecting. If…

in When creating issue manually Jira does not send email to the reporter Comment by Jeff Tillett May 2016

Absolutely. If you download a previous version, you can simply install it as an add-on and your license for SD 3 will work. This is exactly how we are running in our organization. Previous versions of SD can be found at https://marketplace.atlassian.com/plugins/com.atlassian.servicedesk/versions We are running 2.5.9 on…

in JIRA Service Desk 3 and pre-7.0 JIRA Comment by Jeff Tillett December 2015

Service desk agents are counted by being a member of the "service-desk-agents" JIRA group. This is what provides access to perform actions as an agent in any project that has SD enbabled, such as workflow actions and internal comments. If a user has this license, they can work on multiple service desks, however a person…

in JIRA SERVICE DESK How are agents counted Comment by Jeff Tillett November 2016

Forgot the link to the ticket : https://jira.atlassian.com/browse/JSD-1809

in Set 'Service Desk Request Type' automatically when an agent creates a Service Desk ticket for a user Comment by Jeff Tillett March 2016

You can do this either with a post function on create, or using the automator plugin. You will need to know the raw values for each of your request types from the database. This ticket has some info and instructions using the plugin, however the concepts are the same as a post function in workflow. Feel free to reply if…

in Set 'Service Desk Request Type' automatically when an agent creates a Service Desk ticket for a user Comment by Jeff Tillett March 2016

Romina, I actually just responded to you on this questions as well. Thomas is correct that the timer is reset. https://answers.atlassian.com/questions/32967673

in Service Desk: How can I automatically close an issue if there has been no activity for x days? Comment by Jeff Tillett May 2016

You could create an automation task of "when issue is created" trigger "make comment" This will however impact any "Time to first response" SLA's you may have configured.

in How to customize automatic email message "We have received your request and will get back to you soon"? Comment by Jeff Tillett December 2015

We actually have this same issue. The box to select your time period as shown in the official Atlassian Documentation here: https://confluence.atlassian.com/servicedeskserver032/collecting-customer-satisfaction-csat-feedback-828800786.html Simply does not exists. Can we get some attention to this?

in Satisfaction survey does not display more than 1 week Comment by Jeff Tillett December 2016

We would like this as well. In fact, the ability to use this feature inside of the standard "Create" button on all JIRA screens would be even better, as we could then use our URL ticket creation script to invite customers.

in Jira Service Desk Invite Customer via REST API Comment by Jeff Tillett March 2016

I have 7.3 Data Center and cannot see the Labs option anywhere. I need this in order to enable boards for my business projects.

in What version of JIRA Core must you have in order to have access to JIRA Core Labs? Comment by Jeff Tillett February 2017

Notification helper assumed JIRA Core notification scheme, which is super-ceded by JSD's scheme if a Request Type is present on the issue. If you want those members to be immediately notified of all new issues created, you could achieve this through a workflow post function - but it might be easier to create a filter…

in Service Desk Notifications Not Working Comment by Jeff Tillett May 2016

Different scenario. Mine is working as expected for a default config, but I'm wanting to modify the config

in Allow Service Desk Customers permissions in other projects Comment by Jeff Tillett December 2016

Another option would be to have SD create my users in the Delegated Authority User Directory like the base JIRA create user option does.

in Allow Service Desk Customers permissions in other projects Comment by Jeff Tillett September 2016

Can something like this be implemented within Service Desk? The queues are already there, I just want to limit how many can assigned to each user at a time.

in Using JIRA Service Desk with Kanban? Comment by Jeff Tillett November 2015

Admin's would be defined the same way as JIRA core. Either in an admin group or specifying users for the Admin role within your Service Desk project. Either way, we have 4 admins in ours.

in Can there be more than one admin in the service desk? Comment by Jeff Tillett December 2015

Solved it! Below is the proper syntax in case any one else has any of these issues: !issue.get("customfield_15480").getName().equals(issue.get("reporter").getName())

in Condition to check if user in custom field is also the reporter Comment by Jeff Tillett May 2016

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