Mikael Sandberg Community Champion

You can allow the user to select the resolution by creating a screen with the resolution field on it and then associate that screen with the transition to the Closed status. By doing so the resolution field will be required to be filled out before the issues is transitioned. If you look at the default Service Request…

You can only create one main help center, but there are no limitations on how many JSM projects that you can create and make them available via the help center. If you need separate help centers you would need an app from the Marketplace like Refined or Theme Extensions for JSM.

Hi @Deanna Gresko, Welcome to Atlassian Community! You should contact your IT Support team and they should be able to help you get access or point you in the right direction. The community mainly made up by Atlassian customers and as such we do not have access to other customers instances. 

The short answer is no, you cannot change the names of those tabs.

The other branch option would to use the Children one, that one would execute on both standard issues and subtasks.

Hi @Nicole Hambel, Welcome to Atlassian Community! No, currently that is not possible since Forms do not have that feature. I would suggest that you use the Give feedback option to submit that as a feature request.

Hi @Vlad Van Taroni, Welcome to Atlassian Community! Yes, that endpoint will return all three type of projects, software, business and service_desk. The parameter that has that value is the typeKey. 

Here is what my rule looks like that removes request participants: You can ignore the last two components, that is in case HR is added to the incoming email so that they get the same request.

Yes, that is possible. The automation would trigger on issue create and remove any request participants, and it would not trigger if you manually add participants later.

Hi @Héctor Mar, Welcome to Atlassian Community! You are correct that teams are now the same across all Atlassian products. The difference between teams and groups are that as you mentions, groups can only be created by Jira admins. Groups can be used as part of your permission scheme, issue security scheme, workflow…

Hi @Rebecca Hernandez Welcome to Atlassian Community! Jira is intended for project management and task management, Jira Service Management for service management like IT Helpdesk, HR Onboarding/Off-boarding etc. Both are similar, the main difference is that for JSM only agents need a license, customers can access and…

I would recommend that you do not use "incomplete" as a resolution, because Jira then assumes that the issue has been resolved. Please have a look at Best practices on using the Resolution field. Instead of setting the resolution via the automation I would recommend that you add a post function in the workflow that clears…

Hi @IT Support, Welcome to Atlassian Community! SLAs are project specific and Time to first response is just that, the amount of time you want an agent to respond to the request from the time the customer submits it. The default is 2 hours for incidents and 4 hours for service requests. Time to resolution is the amount of…

This is a known issue and the Khoros team is working on it. You can check the status here, https://status.khoros.com/

Yes, that is correct. And what you can do in the issue security scheme is set the internal level as the default and then on the issues that need external input you can manually change the security level.

Hi @nicolas_keenan, Welcome to Atlassian Community! Yes, that is possible and can be done using automation. If you go to Project settings > Automation and look under Templates there is a rule called "When all child issues are completed → then close parent" that you can start with, just change the status the parent should…

Hi @Judy Campbell, Welcome to Atlassian Community! The announcement was that there is now a tool that will help you do the move starting June 30th, which was announced in this article. Also check out the documentation for the move here. There are a couple of integrations that will not be available and you will lose access…

The short answer is no, the URL cannot be changed after the request is created, unless you move the issue to a different JSM project that the customer have access to.

Hi @Leanne Brown, Welcome to Atlassian Community! Queues are just filters, so you do not have to use Automation in this case in order to move a request to a specific queue. What you can do for the Security Alerts queue is change the filter so that is looks for the specific email as the reporter, something like this:…

Yes, that is possible and your automation would look something like this: Just note that in order to make the rule work for multiple projects you have to go to Global automation and configure the automation from there.

Hi @Paulo Sebastião, Welcome to Atlassian Community! Based on the format my guess is that you get multiple repositories back in the web response correct? In that case you would have to use the Advanced branching so that you can iterate over the returned result.

You need to implement an issue security scheme with two levels, one that allows users not from the compliance team to view and comment on specific issues and the second one that is set on issues that only the compliance team should have access to. Once you applied the security levels to all issues you need to open up the…

Hi @Charlie_Richarson-consultant, Welcome to Atlassian Community! The project is a team-managed Kanban project, and in order to convert it to a Scrum project you have to go to Project settings > Features and turn on the Sprints feature. 

One way of doing this is to set the location as a user profile property, you could then use a smart value like this to set the location: {{issue.assignee.properties.metadata.location}} I have a workflow that sets the location, country code and Slack member Id when the user is first created (this happens when Okta creates…

Under Settings > Products > Customer access you can enable external customers and if you want allow them to log requests without logging in. Then in the project just make sure it is open and customers will then be able to submit any request types you have set up in the project under Project settings > Request types. Note…

I just found it, they have moved it so you have to be under Global automation in order to get access to branch on AQL:

Hi @Daniel Schacher, Welcome to Atlassian Community! It depends, the generic link that you can get for the form requires that the user submitting it have access to your instance, so you would not be able to share it with anyone. The only link you can share with everyone, depending on how you have configured your customer…

Hi @Daniel Oliveira, Welcome to Atlassian Community! There isn't a setting that would allow you to turn that off, but you can work around it by creating an automation that removes request participants on emailed requests.

You should be able to use Assets for that, I have seen Assets being used to manage contracts, service contracts etc. Here is a blog post that describe different use cases.

It looks like the branch on AQL has been removed from automation for some reason, not sure if it was intended or not. I would submit a support ticket to find out. This is what the documentation says regarding edit object: You can only use this action: * for global automation rules and only when an object is the focus of…