Paul Wiggers Expert

Hello all! I am stuck and can really use your help. When the priority is changed, I want to inform the customer about the new priority and the impact this has on their SLA and expectations. This is simple enough and no problems there. However, we determine the priority based on the values of two fields Impact and Urgency.…

Hello everyone! I would like to get more insight into the performance of my service desk, and getting a report of some metrics would be great. However, the built-in functionality seems unable to provide the information that I would like to see. The marketplace has a lot of apps that might be useful but I am to unfamiliar…

Hello all, Is there a way to order the context field sections? Recently, we found that there have been quite some additions, making the list very long when everything is expanded. We would like to move some sections up to help our agents see the information they need without having to scroll down. In this case, we want to…

Hello all, I would like to achieve the following: * Open Help Center where external customers can browse our knowledge base articles (hosted in Confluence) and educate themselves on the product * A chatbot hosted on the help center, trained with the knowledge base articles * A closed portal where external customers can…

Hello community! I have been using Atlassian products for the last couple of months. A lot of hands on learning to get us up and running. Now that the storm has calmed down a bit, I wanted to structure my learning a bit more. I know it's not the best of times, since the freeze will start tomorrow but there are plenty of…

Most people thought it would be best to start this journey with the Jira Fundamentals Learning Path. This would give me the basics of the software, introduce common used terminology and should make it easier to complete the paths up ahead. Without much delay, I set upon this task. Since I followed this path before on a…

Hello all, We have a customer issue where the replies that are being sent in by the customer are showing up with the "Not a request participant" tag. Normally, this happens when the customer (or a colleague) replies on the issue with an email addres that is different from the one they reported the issue with. However, in…

Hello all, In our JSM environment, we have seen some changes happening to the reporter hover window. * Previously you could hover over the avatar and/or the reporter name to get a detail window. Recently, it only pops up when you hover over the avatar * In the hover window, there was a button to view Reported issues. This…

Hello all, We have our knowledgebase in Confluence and would like to use this content to train a new AI chatbot. However, when I enter the public URL's, the bot is unable to gather the information from the pages. I have set the permissions so that Annonymous users can view and would expect this to be enough. I am…

Hello all, It seems that creating a useful knowledge base is harder than it should. We can't seem to find a proper solution and I turn to the community once again. First, a short description of our current situation. We are using Refined for our knowledge base. It looks great but we are running into some issues. Refined…

Hello all, Today I was made aware of the following situation and I am lost on how to solve this. We would like service desk agents to resolve a minimum number of issues each day and discuss those numbers during our weekly meeting. This gives us a good idea of the workload, that problems the agents might have run into, etc.…

Hello everyone, New to this group and especially Jira Work Management. I haven't used it yet but it looks very promising. Perhaps I can consolidate some tools into one. Anyway, just saying hi!

Hello all, I would like to use Help Center to serve my customers with a help center and I am looking for inspiration and best practices on how to set this up. All the documentation that I can find, talk about how quick and easy it is to get started (which it is), show a few tips how to to create article and leave it at…

Welcome to part 4 of this series. This time I am going back to my roots! This time, I have taken a crack at Jira Service Management Fundamentals You can find the other articles here: * (Re)Starting University Series * Jira Fundamentals * Trello Fundamentals My first experience with Atlassian products was Jira Service…

Hello all, We are using JSM Cloud to handle requests from our external clients. One of those clients would like to receive bi-weekly reports about the amount of issues they have created, the status, resolution and other issue details. The client has multiple companies and issues can be created by any employee of those…

Hello all, We have approvers set up for a single status. When an issue reaches that status, it needs to be approved by one of the selected product owners. However, currently, the customer can see the names of the approvers in their issue through the customer portal. This is highly unwanted and we would like to hide this…

Hello community! We sometimes notice that we are quite busy discussing issues among ourselves, but we sometimes forget to keep the customer updated on the status. I would like to send the agent a reminder to inform the customer when there has been no customer communication 48h after an internal comment has been added. I…

Hello all, We would like to have agents fill in certain fields when they are transitioning an issue. We have created screens, custom fields and set everything up accordingly. However, we still notice that agents are also filling in the comments during the transition. Is there a way to remove the comment field from the…

Welcome to part 3 in the University series! This time, I tackled the Trello Fundamentals Learning Path You can find the other articles here: * (Re)Starting University Series * Jira Fundamentals This was an interesting one! I had no previous experience with Trello and I was lost as to why you should use Trello over Jira.…

Hello all! Hopefully you can help me out with the following. I need to find a way to add a comment to an issue before the transition occurs. Let me elaborate. Agents can transfer issues to another department. This is done by setting a certain status, causing an automation to clone the issue to another project when it…

December 15th 2021. That was the day I got introduced to Atlassian products and, like John Snow, I knew nothing. I joined the company a month prior, and, since I had a background as a system administrator, they thought it was a great idea to task me with implementing Jira Service Management to replace FreshDesk. Luckily,…

This is a repost in an attempt to regain my kudos and badges after I migrated community profiles. ================ Hello All! After working as a sysadmin for several years, I changed to a third line service desk position with another company. They were in the progress of migrating from Fresh Desk to Jira. Being the one…

Hello all! I am currently in the process of re-evaluating our knowledge base. We have first set this up with Refined but are finding it increasingly difficult to provide the best possible service to your customers. I have described some issues we are running into into this post as well but in short. * Cannot link from JSM…

Hello All! After working as a sysadmin for several years, I changed to a third line service desk position with another company. They were in the progress of migrating from Fresh Desk to Jira. Being the one with the most technical hands-on experience, the job of migrating was put on me, together with an Atlassian partner.…

Hello Community! Hopefully you can help me out. As the title says, I would like to prevent users that show up as "Not a request participant" from adding comments on an issue that is closed. I have locked the issue down for normal users and agents by using these properties on the Closed status. jira.issue.editable = false…