Discussions
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ITSM/ESM Masters ACE - Workflow Wizardry Feb 2025 Wrap-up!
Workflows Wrapped Wow, our first Workflow Wizardry workshop on everything Jira Service Management (JSM) workflows and automation was an incredibly engaging and dynamic session. When planning the session we knew that questions may arise, so we planned for about 25 minutes of content (for the hour), but we still couldn’t fit…
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ITSM/ESM Masters - Upcoming Event Call for Input!
Hey All JSM Admins! Jovin here from the ITSM/ESM Masters chapter of ACE with a call for input from anyone and everyone! Soon I'll be launching a series which will run every other month or so called: 🔀 Workflow Wizardry 🤖 The event will be up on ACE soon ready for registration, and it will be held in February 2025, but I…
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What Went Down at the ITSM/ESM Masters Kickoff!
November 13th marked the inaugural meeting of the online Atlassian Community Chapter “ITSM/ESM Masters” and what a great first session - check out the chapter page here [1]. Our special guests shared some awesome demo’s of Atlassian’s JSM adjacent options and let me tell you, it’s only made me more excited about what can…
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Can people view requests if I restrict the request type after they have raised it?
If I use the restrict requests functionality like on: https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/ Can customers still view requests they've previously raised?
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How to display "Message custom field" in a Transition Screen
I've begun to use the "Advanced" custom fields of "Message custom field (for view)" (and for edit), but recently I've been trying to add them onto the screens that are used in Transitions, not just the standard Create/View/Edit, but they do not show. Has anyone got any tips on this?
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Making a ticket read only and its effect on Satisfaction
Our JSM instance has an automation which transitions all tickets from a Completed status to a Closed status after 5 business days. This closed status is completely read only - no comments or edits can be made by anyone. My question is: does this prevent users from submitting satisfaction? (e.g. 1-5 star rating) Follow up…
