Mikael Sandberg Community Champion

Hi @Carl Sassenrath, Welcome to Atlassian Community! Did you also test the Confluence app for iPhone and Android?

It should not have an impact in the report, breaches will not count during weekends/non-business hours. The only thing you will see is met SLAs if that happened during that time (I just tested with selecting last weekend as the range and I have one request that had a met SLA on Sunday).

It looks like you are still using the old Assist which is using Halp to send the request to JSM. That would explain the "This request has been transferred to Atlassian Assist..." message. You can verify this by going to Project settings > Virtual agent and see if that brings up the new interface or if it is asking you to…

Yes, that is correct. Even if your calendar is set to M-F 9am - 5pm the report will still show weekends in the range. Currently there is no option to exclude weekends or hours outside of the calendar used, which JSDCLOUD-11382 suggest that that option should be added to the report.

The user count that you see when you go to admin.atlassian.com only shows the active number of users. If you go to Products > User counts you will the the total number of users that you can assign a license to (this is only showing the info for enterprise licenses). The phone support means that you can add a phone number…

In your use case you just have to check which option the user picked and then based on that attach the correct form. An if/else condition would be what I would use if you have different forms for different options.

This can be done via automation and is pretty simple to do. This is what the automation look like that I have for renewals: Basically the user clicks on a renewal action (a transition to the same status) and that will add the form to the request.

It is not based on the number of story points, the % Done is based on the status category. In your case you have three issues, two are done and in the status category Done, and the one in Testing is in status category In Progress. Jira has three status categories, To Do (gray), In progress (blue) and Done (green).

To edit the request form go to project settings > request types and select the request type you want to change. From here you can change the fields that are visible to the customer under the Request form tab, which fields are visible to the agent under the Issue view tab, and under the Workflow statuses you can see and…

You should be able to use the Issue fields condition in an if/else block to do this, just check if the request participants contains the distribution list and assign accordingly. I have a similar set up for our HR project, it has 4 different email addresses, and depending on the address used it is assigned to different…

You cannot use the API to create requests that has a form attached to it. Form does have an API, but it does not allow you to create a new form and add responses to it. Regarding the structure of the form you could add the yes/no question to each section, or you could have a single drop-down for the user to select the…

Hi @Manuel Alvarez, Welcome to Atlassian Community! You cannot add new sections dynamically based on a number field the way you are describing. Those sections would have to already exist in the form for it to work. So lets say that you want to allow 1 - 10 passengers to be added, the you would have to have 10 sections…

You can create a workflow that is applied to other projects, you do not have to re-create it. You have two options, you can either create a new project using the share settings with existing project: This will share the settings between the projects, so you have to be careful when making changes since that would affect all…

Yes, you can hide statuses from the portal and you do that by going to the request type and rename the status name that is shown to the customer. So basically you hide the status by giving the hidden one the same name as one if the ones that is visible to the customer.

The balanced workload should work in JSW as well, the only one that JSM only is the on-call schedule one, and that one only works if you have one person that is on-call at the time.

Yes, that is possible and is fairly easy to do, the assign issue component have a method for balanced workload assignment:

Ever since I started our main space/page in Confluence was just lots of links to other spaces within Confluence. Last year we made the decision to redo our IT space and move away from using the JSM portal since it allowed us to show more information and allow the user to be more self serviced. And as part of that I decided…

Yes, that should work too.

So it would look something like this if you do it for the 9am - 5pm slot: (17|18|19|20|21|22|23|00|1) Note that Jira stores the time in UTC, so you would have to convert the formula to that for it to work. The above formula is based on PST.

Yes, and you have a couple of options to do it. Either make an If component for each hour that your users are online, or you can have just three, one for the 8am time slot, one for 9am-5pm and the last one for the 6pm slot.

Hi @Matéo Borlat, Welcome to Atlassian Community! A little bit more information is needed in order to help you, what does you automation looks like? What information are you expecting to get back from the web hook? 

You can't do it directly in the automation unless you go in and remove the user that is out-of-office. As I wrote in this article it can be done if you either use the on-call schedule in Opsgenie, or use an app in the Marketplace that allows you to set OOO for users.

Hi @[deleted], Welcome to Atlassian Community! The first place I would look is under Project settings > Customer notifications and the Request resolved notification to see if the email is in there. 

It all depends on how your notification scheme is set up, but by default is should send a notification to the reporter and any watchers of that issue. If your notification scheme is set up to notify your team when that transition happens then you should get the notification too, but without knowing what your scheme looks…

You can do that by getting the Atlassian Id for the users in that field via smart value and @ mention them like this: [~accountId:{{user field name.accountId}}] Note that if you have multiple users in that field you need to divide it up since you cannot use one [~accountid...] for all of them.

Out of the box this cannot be done, since you cannot make the approver field dynamic, it is controlled by the permission scheme. You would need an app in order to do it, I believe that scriptrunner can be used to do this, but you should check other scripting apps in the Marketplace as well.

Just to add to Aaron's answer, the development section can be removed, you just have to go into Project settings > Features and disable Code under Development.

If yo look at the last screenshot you posted the Use request type fields option is enabled, so if the fields you are expected to are not on the request type then they will not show up when that option is enabled. You can add the fields by going to Project settings > Request types and then select the Operations request and…

Hi @Tom Redzhey, Welcome to Atlassian Community! Are you looking to move/assign a request within the same project or are you looking for a way to move the request to a different project? If it is within the same project then you just have to look at the JQL that the queue is using to see how the queue is picking up…

I have notified the Atlassian Support team that is on here so just hang tight and they will help you.