Mike Bowen Expert

Discussions

    • How to restore a deleted organisation?

      Hello, How do I restore an organisation under Customers that I have deleted in error from another project. As a result the customer can log into the customer portal, but they are unable to raise a request. The original organisation contained about 12 users. I checked the Administration section - Jira Service Desk and can…

    • Labels not working on imported Word documents into Confluence.

      I have imported a load of Word documents, that are part of ISO 27001 & ISO 9001. When I edit the pages, add a label, and then save, I notice none of the imported Word documents are appearing on my reports where there are macro Content by Labels. It lists everything else that has been created from scratch in Confluence with…

    • Jira Service Project KB vs Jira Software Project KB

      Hello, We have two types of projects in play. * Jira Service Project - Service Desk (1st line support) + Customer Portal + Articles. * Jira Software Project - (DEV kanban board) - (no KB Articles). The Jira Service Project has a handy link called Knowledge Base under the heading Details that shows N amount of related…

    • How to automate a page (report) that summaries changes on other pages?

      Some background: When I joined my company I was told I would be in charge of their ISO 27001, which is a framework of policies and procedures that includes all legal, physical and technical controls involved in an organisation's information risk management processes. That is quite a mouthful, but very important to get…

    • Automation rule needed - Create Sub-Task when no activity or no updates on multiple issues.

      Hello, Scenario: My analysts are busy working with clients. We have two stages POC and Production clients. Because POC is very busy, the Production clients are being ignored, which is not great. The analysts are meant to have regular meetings with all clients, but these POC clients take their time, and they forget about…

    • Kanban Board - (card ranking)

      Hello, When I move a request on a kanban board up or down the column, between swimlanes, what is the field that is updated automatically (behind the scenes? I want to use the field in a report to show the rank of the ticket. For example, I have 5 tickets in Expedite and 1 ticket in Everything Else. Obviously, the 5 tickets…

    • Looking to automate a lot of Jira tasks

      Hello all, We have a cloud-based Confluence, Jira Core and Jira Software. I am responsible for creating all the processes in our company and have installed and configured everything Atlassian. We have a Confluence Checklist that has a number of steps in order to onboard new clients. I want to automate the majority of the…

    • It is April Fools tomorrow...

      Hi, I would like to know if there are any temporary things I can do to my Customer Portal that might cause some initial panic in my office. E.G. throw an error or make the portal not work. Obviously I'll come clean and restore it back, but I was wondering if any of you have any ideas. My team have spent the past three…

    • Trello for the home, holidays and life goals for 2020.

      Last year was massive year in the life of Bowen. Two huge events took place. * February 2019 - My wife and I holidayed abroad with my parents. * February 2019 - We saw our dream house - put in an offer - Moved into new house in June 2019. Both events in their own right required a lot of planning, but let me start with the…

    • How to remove fields from the Kanban Review page?

      Hi all, In my Kanban board specifically in the sidebar preview area of a ticket or story I want to remove the following as I am not using these fields and they are taking up space: Components, Labels, Affects versions, Fix versions, Epic Link. I have highlighted them below in the red square. How do I go about doing this? I…

    • Jira Service Desk Mobile App missing SLA

      Hello, I have a fully set up Jira Service Desk on the cloud for my company. It all works great. Recently I installed a new plugin that does automation and it created a new Jira Service Desk Project with CODE = AUTO, which is great, as I have been able to test it fully without messing up existing automation rules on my…

    • I wrote a post for the community which briefly appeared then disappeared.

      I wrote a post for the community which briefly appeared under articles then it disappeared. There was no explanation and I am now wondering if it was something I said or what? It took me all afternoon to get the facts right and now its gone. It doesn't even appear in my drafts. Please help!

    • How does one show off multiple knowledge base posts on customer portal?

      Hi all, I have set up a Confluence - Customer Portal knowledge base, which in part is linked to our Jira Service Desk and it works really well, especially when a related ticket is logged, our agents can quickly see the post or guidance and share the link in the comments. The knowledge base is only available to logged in…

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