Mikael Sandberg Community Champion

Hi @Russ White, Welcome to Atlassian Community! To get the geographical region the request was coming from, if your customers are internal you could do this by using groups. If your customers are external you would have to do this based on the organization they belong to. We don't use if for SLAs yet, probably something…

Hi @Mouly Swaminathan, Welcome to Atlassian Community! Quick filters let you filter out a subset of the collection of issues that the board sees, and are only available on Active sprint or if you have a Kanban board. In order to edit the filter that the board has you need to go to Board settings and change the filter from…

There is a request to be able to create custom project templates, JRACLOUD-40141, go and vote for it if you want it to be considered as a new feature. 

Hi @John Pappas, Welcome to Atlassian Community! You cannot create a template like the others that you see when creating a new project, but what you could do is create a project that you use as your template. When you create a new project you can use that one as the shared project on the last screen when you give your new…

If you go to the Overview on admin.atlassian.com you can see how many users have access to each product. You can also go to Billing > Manage subscription to see how many licenses you have and how many you are using.

You can use the Affects Version field to do that, values in that field is populated by the versions that you have created in the project. Just add the field to the screen used by the issue type and then add it to the request type. You can learn more about versions here, Manage versions. 

Yes, that is possible, you just have to set up a rule in Google that will forward your emails sent to accounts@ to the email address that your JSM project has. That is how we have it configured with aliases in Google that forwards to the email configured in JSM.

The documentation you are referring to only applies to JSM Server/Data Center, on Cloud you do not have the option to allow customers to vote on a request. There is a request to have this enabled, JSDCLOUD-1743, and if you want to see if implemented I would recommend that you go and add your vote to it. 

You can also use the issue type, in that case the query would look like this: issuetype = "[System] Incident"

Try and change your query for the Incident queue to this: "Ticket category" = Incidents Ticket Category is not equal to issue type, categories are based on the four categories that ITIL defines.

Yes, it is the resolution that controls if the issue is shown as open or closed. You can find more information about the resolution here, Best practices on using the "Resolution" field. I would recommend that you set the resolution on changes as part of your workflow, just add a post function on the transition that moves…

Hi @chris.kaye, Welcome to Atlassian Community! Instead of using the @ mention in the comments you could add the users as watchers to the issue, that way they will be notified every time there is a change to the issue. The @ mention only applies to that specific comment, and it is up to the user to decide if they want to…

Hi @Jean Bien-Aime, Welcome to Atlassian Community! If you do not see the User management option, or if you go to admin.atlassian.com and cannot get access to it, it would mean that the account you are using does not have site admin permission. If you do not have another user with site or org admin access you would need to…

You can do this using automation, just use the related issue branch to add the comment and transition the JSM request when the issue is moved to done, something like this: This is a very simplified example, so make sure you test your automation.

We have already one team that have migrated over from Asana to Trello, and I have more teams waiting to do the same. I got this article from our Trello rep when we asked the same question about moving from Asana to Trello. The team that has moved over used the power-up to get their data over.

The Share in the agent view is different from the customer share request. The customer share request applies to the field called request participants, and the "internal" share will only allow you to share with users that have access to the project. So to share the request with someone outside IT just add them to the…

Ah, now I see. You can only make fields required if you are using a team-managed JSM project. Any other team-managed projects do not have this feature. The workaround is to change the workflow to and add a rule that checks the value of your custom field. Have a look at Available workflow rules in team-managed projects for…

Hi @Jane Zhang, Welcome to Atlassian Community! For a team-managed project, to make a field required please follow these steps: * From your project's sidebar, select Service project settings > Request types. * Select the request type you want to edit. * Select the field you want to make required in your list of fields. *…

Hi @Jonathan G., Welcome to Atlassian Community! At the moment you cannot remove specific request categories in a JSM project that is based on the ITSM template. Your only option right now would be to create a new project that is based on one of the other JSM templates. There is a new feature coming that would allow you to…

Hi @Kevin Lind, Welcome to Atlassian Community! If you do not want to allow personal user spaces on your instance you can turn that off by not allowing it. Just go to General configuration > Global permissions and remove the Personal Space permission.

You could also have a look at apps that extends JQL, I know that Enhanced search has a function that allows you to search for issues added after sprint start and I bet other JQL apps have a similar feature.

You can do this by adding a date field that you set using automation when the sprint field is being set. You would also have to compare that date with when the sprint started. Your other option is to look at the sprint report, that will show you all the issues that were added after the sprint started.

Yes, what is being shown on the portal is controlled by the request types that you have in the project. I would recommend that you take a look at the resource section for JSM which has a lot of information, https://www.atlassian.com/software/jira/service-management/resources

Members are users that have been added to a board, so the unlimited members refers to the the board. If you have guest users and they only belong to one board, they will be free. If you add a user to your workspace and is a member of multiple boards, they will require a license. You can find more information about how…

If they belong to specific groups you can search on that using a query like this: reporter in membersOf(teamA) The portal cannot display any reports or charts, so your options are to either create a dashboard or display the information in Confluence.

That's expected, since the new sprint is already started. So you would have to create a new sprint, move your issues to that one and then move it to the new active sprint from the backlog view.

Hi @Maz Haji, Welcome to Atlassian Community! When you have multiple active sprints, your Active sprint view will show all of them and that is why the Close sprint button is grayed out. What you have to do is click on the All sprints dropdown and select the sprint you want to complete. Once you have done that the button…

Try this JQL instead: priority = Urgent AND reporter in organizationMembers(Amazon) We don't use Organizations since our JSM project are only for internal customers, but I tested it in my sandbox and noticed that the Organizations field is not set in the request.

Hi @Mario Durán Welcome to Atlassian Community! Based on the video you have to finish the move before the issue shows up in your JSW project. The screen where you see the statuses, you have to decide what status to move the issue to, and then click on on to the next screen. That will bring you to a summarize screen. Once…

Have a look at this KB, Jira Service Management Agent unable to "Mention" users in comment. In order to @ mention someone you need browse user permission, meaning that your customers would have to have an account on your instance, which would also mean they need a license.