Alexey_gudeo1 Rising Star

Discussions

    • Screen: Ability to add a comment when priority is changed

      Hey, when someone changes an issue priority in our team, he/she need to provide a clarification in a comment about the change. Is it possible to call a popup Screen (similar to screens you can call during workflow transitions) with a comment block? For example priority from 4 to 2 with a comment: "We need to hurry! The…

    • View & Share - Knowledge base (confluence) in Jira Service Management

      Hello, I have the same KB space linked to multiply JSM projects and I have a Welcome email with some links to KB 'how to use Help Center' and showing to the client things around. Problem Although it is the same page links are unique and I cant share them with all my customers as the access to Help Center projects is…

    • Migrating Request types to another Issue type

      Greetings, a few months ago i've incorrectly made a setup in Jira Service Desk. Most of my Request types were the same issue type - TASK. Now I need to change the issue types scheme to the same we use in Jira Software. New issue type scheme. Now if change the issue type scheme, I'm unable to access the Request types forms…

    • Issue layout unused apps taking space

      Hello, market place apps (and some native) are taking over valuable space in the Context field zone. I just started and lost already 3 lines of precious space! Can't find an option to control that in the Issue layout. How to purge them for regular users who needs them... never?

    • Permission settings for a public desk

      Hello, i have several JSM desks: * One desk is open for everyone in the internet (new customers, GDPR questions, job opportunities and similar stuff for unregistered wanderers). * Another desk for client (organization) where we adding customers manually. Problem: customers from organizations sees both projects - their…

    • Automation 'IF' rule to compate old and new values

      I have a simple Automation for a Sub-tasks: If someone created a sub-task and sets there an 'Original Estimate', then this value is subtracted from Parent's 'Original Estimate' Edit issue field have formula: {{#=}}({{issue.fields.timetracking.originalEstimateSeconds}} -…

    • Problem with 'Original Estimate' and sub-task

      Kinda strange situation and i'm looking for Atlassian's community wisdom! * I create an issue, pass it to our engineer to estimate the task. * He evaluates it and sets 'Original estimate', let's say a week (40 hours). * Later a developer starts to work on it, and creating several sub-tasks. Now, the problem: He opens a…

    • Notification Scheme changes

      Hello how i should setup my custom notification scheme in JSD in order to exclude 'Organization' from mailing list? Right now, i have several people in organization. If anyone creates a ticket or an agent do various actions - everyone in organization get emails about that. I want to keep ability for people to view on a…

    • Changing ticket stuff with out clients' notifications

      Is there a way to edit / change tickets as an admin w/o letting customer know? For example: i've created a new Workflow and need to migrate all existing tickets with statuses "pending" and "waiting for answer" to "under investigation" and later on set a resolution to all of them. Or another example, client or agent made a…

    • Maping Issue layouts in Jira are not like in Jira Service Management?

      I created project in Jira Service management with all screens, custom fields and issue types. Each custom fields i've selected for this project can be either: * Inside customer request form * Description field * Context Field * Context Field (hidden when empty) * Hidden completely And all those settings for every issue…

    • Statuses / Columns - best practices?

      Hello, last few month i'm trying to move my team from Trello to Jira products. At first, i tried to reproduce our Trello's Kanban board with similar flow, then realized - Jira have so many options and maybe there is a better way to make simple, clear and clean development flow? Currently i have this one: It worked OK for…

    • Adding (new) visible to client fields or edit summary upon issue progress.

      Hello, while setup a ticket/issue i was unable find a way to setup new fields visible to customers. Case: * User wants to request a feature, he opens a help center and fill a special form. * Agent forwards this issue to dev team to get info about estimates/pricing. * Agent comes back and report to user in a comment "Price…

    • Status Done is not always a "Done" task.

      Most likely i messed something with a status mapping, but i cant see where it went wrong and why. Problem is: some tasks moved to last 'right' column DONE marked as 'Done' (see pic 1.) and some dont (pic 2.). What i'm trying to achieve? If done, mark as done, if move out of 'Done' do an un-done. Pic 1. Done and "Done" Pic.…

    • Migrating settings from Service Management to Jira Software

      I'm trying to automate issues in order to clone and link them from Service Management to Jira Software. But i'm getting errors. 1. Unknown fields set during create, they may be unavailable for the project/type. Check your custom field configuration. This one seems easy, i've created a complicated issue form with custom…

    • Automation menu

      Hey, it might sound silly, but i cant find the menu where i can create an automation rule for me Jira Software project. Project settings missing automation (like it is in Jira Service Desk for example) All guides and articles i've found are starting with "1. Navigate to your Automation settings " which is.... where? =)…

    • UTM parameters tracking in Jira Service Desk

      Greetings, another day and another puzzle, this time for a marketing guys. People come to my Help center from different places and create tickets. I want to be able to track some parameters such as source, media id, etc. They call them UTM parameters, which upon success, sends data to analytics. URL looks like this…

    • Custom Fields names for agent

      Hello, i've created some custom fields and reused them in different projects/forms. Moreover, I gave them code names to not get errors while using automation. But now my agents cant understand the content and unable to copy/forward it to other systems. I've added a pic to show the same thing from three different…

    • Issue Reporter/Creator field provides weird data via automation.

      Greetings, i'm trying to send all data collected in JSR request form via email to Trello and Hubspot by using Automation feature. Everything works in Trello except those 2 fields: * Reporter {{issue.fields.Reporter}} * Creator {{issue.fields.creator}} Example entered value jsdtestmail999@jira.com received in Trello values…

    • Multiply fields in a request form

      Greetings, Right now in the other support system (which I'm trying to abandon and move to Jira service desk) I have some ticket forms with multiply survey-like questions. For example: * Name of your company (text field) * Website address (text field) * Which product you are interested in (drop-down list/radio buttons) *…

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