Mark Higgins Community Champion

Hello, I have set up on call schedule and escalation policies, but I received an alert outside of on-call hours, as I am a member of the responder team. I understand that I can create routing rules to look at a schedule, but these do not escalate. I understand that I can send alerts to my escalation policies, but these…

Hello, This has me scratching my head. We have a person, who when we go to add them to a team, it fails witht he error message: We can add <person> THey may not have access to teams in your organisation This person has a Service desk role, via an Atlassian Group, which is populated with like for like others and those…

Hello, Is this possible? I have an Assets Attribute, called "Days to Review" and I want to use that to add to the current date, to set the Dure Date of a ticket. When I enter the number directly, no issue, so {{now.plusBusinessDays(7)}} works fine. The value of Object.Days to Review" is 7, as it says that in the log, and…

Hello, I've just spent the best part of 3 hours, chasing my tail, so I thought I'd be vunerable so that others save time. My emails for Approvals, where not being sent, even though on the ticket, it showed the Approver, and the buttons. To cut a long story short: 1. OOTB - Service Request with Approvals goes straight to…

Hi, Is it possible to stop alerts from even being created for low priority incidents. I've tried adding an ignore rule to the Integration, but does not appear to work? Any help would be greatly appreciated. Regards Mark

Hello, Does anyone have an example where they have updated the Responder field using JSON in automation? I've attempted to use the code from the page: https://confluence.atlassian.com/jirakb/updating-the-responder-field-with-automation-1188406166.html but that doesn't work for me. I've managed to add multiple users, but…

Hello, Hoping someone can assist here, as I have a client who would like to change the format of the JSM Operations email. Is there a template that can be changed, or is it a standard that has to be used? Thanks mark

Hello all, Am I missing a step here? I have an approval step at a status, and when the person DECLINES the status, and transitions to a 'Declined' status, I would like to display a screen, so that they can select the reason for their response. It all looks like it should work, simply, but it does not. The screen does not…

Hello, I'm not sure if this is by design, or if there is a flag somewhere that I have yet to turn on. When engaging the Virtual Service Agent, with responses, those responses are not added to the ticket, when it is created. For eg: If I respond No, then a ticket is created: When I go to the ticket, all I see is the Summary…

We have a potention customer who has asked if JSM has a color blindness more?

I need to send reminders to people if they have not approved a change request. The Change request, can have multiple Approval groups, and then in each group is a list of approvers. Firstly, how do I get hold of the Approval Groups field? I assume it is its customfield number, but once I have the field. how does one go…

We have a client who wants to connect the Jira software on Prem, to their Jira Service Management cloud product, so that from Change management in cloud, they can look at the releases in Jira? They do use GitLab, but is there a connection between GitLab and JSM?

As a consultant, I spend time on discovery with a customer, and always ask who are the Decision makers, and the Approvers, and then work with the contributors to ensure that the outcome at the end of the engagement is what the customer was expecting.

Is it possible that Atlassian Companion will not launch word / excel, because of the Group policy that my organisation have set? The error in the log is below, and it appears to have an error SPAWNing . when I cut and past the command into the cmd prompt, I get: C:\Windows\system32>C:\Windows\System32\cmd /c start "" /b…

We have been using a spreadsheet to record data, and multiple people have access to the spreadsheet, is there a way to see if someone else has the file out for editing? Thanks

Greetings and Happy New Year, The Sydney Leaders are getting together tomorrow to discuss 2021 UG meetings, and we appreciate it its short notice, but if there are items that you would like to see presented, then we'd love to hear about them. Don't worry, if you don't read this in time, pls let us know. Thanks Mark PS.…

Hi, My name Mark, and as the operation manager, Compliance and Risk are now my main priorities. My goal is to feed data from our processes, into our controls an then get a single view. Mark 

Given that OpsGenie is a cloud product and that the Australia is not a region that is accessible, I need to understand what data OpsGenie stores, especially if our incidents write data that is deemed not permitted to leave Australia.

Nothing says Sydney, like the Opera House - Great choice :-)