Marcus Jones Expert

I am using power automate to create a ticket in Jira via the API and then I take the ticket key and use it to add an attachment to the ticket. This all works as expected, the issue is that the attachment does not seem to be public. Customers can not see the attachment from the customer portal. My questions is how can I…

We run a telehealth division and provider our clients with the hardware needed to perform their assignment. Previously, the tracking of the assets in terms of who has it, where is it, when is it due back, etc, has been done in a spreadsheet. I want to leverage the JSM assets function to allow us to assign assets to…

I have many service management projects in Jira, but I only want to display a couple of them in the portal. I can remove a project from being visible in the portal by removing the Browse Project permission for The Service Project Customer - Portal Access. This works, however, it causes email requests to fail. I want to be…

In today's ever-changing business environment, efficient workflow automation is sometimes the competitive advantage for organizations striving to deliver exceptional service. Integrating Jira Service Management with Microsoft Power Automate empowers teams to streamline processes, enhance collaboration, and drive…

I'm wanting to use a google sheet as a simple database to store user names. This way other departments can simply update the spreadsheet. I've the google sheets API so that I can call my sheet and pull cell values. This all works great but when I get to the "Configure" portion of setting up the data connection in Jira my…

I've been working on creating tickets with all their info in Jira using the REST API. I've played with both version 2 and 3, which seems to still be in beta. One thing I have struggled with is setting the reporter during the ticket creation. For some reason the calls are successful, and the ticket is created with all other…

We have a project that only accepts requests via email. We have the email handler configured and it works as expected. The issue is that the emails are formatted or stripped of the html when they arrive in Jira. This makes links hard to find and some images seem to just convert to URLs etc. It looks completely different…

I use power automate to send in certain emails that arrive in email inboxes. Since I'm using power automate it sets the reporter as me instead of the person that actually sent in the email. I then use Jira automation to pull the user that originally sent in the email and set them as the reporter. The issue I'm having is…

I have a particular use case I haven't come across yet. The request is to essentially have 3 levels of task hierarchy. I need to have a parent task that has N number of subtasks. When I click into a subtask, I need to be able to add subtasks to that subtask. 

I am currently working on migrating all of our historical data from HappyFox into JSM. I am getting the data from HappyFox via the API. I wanted to ask the community the best way to do this import. These are tickets that will go to a single project. I am considering doing a JSON to CSV conversion, but I also noticed I may…

We use the "Reply To Customer" field in our projects quite heavily. This facilitates communication between the agent and customer and helps us keep all request activity in the same location. As part of our process, we insert a table in to the "reply to customer" field with options for the customer to approve or decline.…

I have a group of users that are very non technical. They book travel, and I have migrated their processes into Jira to handle requests and approvals, visibility, etc. They were using the "Reply To Customer" field and are used to the formatting/editing experience there. For our approvals, I wanted to add a workflow screen…

I have a group of users that are very non technical. They book travel, and I have migrated their processes into Jira to handle requests and approvals, visibility, etc. They were using the "Reply To Customer" field and are used to the formatting/editing experience there. For our approvals, I wanted to add a workflow screen…

We are leveraging the Product Discovery tool with Jira Service management to provide users with a portal to submit feature requests for our team to review. Those feature requests drop into a service desk and then get cloned over. I've been able to get all custom fields cloned except for one which is a multi select. I am…

I have a very specific request and I'll explain what I'm trying to do as someone here may have a much better idea that I have. I have a use case where service desk agents do not want to receive tickets during a time the business is allotting for them to do other tasks. I currently use a workload based rule to assign issues…

I'm using power automate to pick up emails that land in a shared inbox, do some processing on the attachments, and then drop it in Jira service desk as an emailed ticket. There is a Jira connector is Power Automate that looks fairly basic at the moment but I am wondering if anyone else is using Jira with Power Automate and…

I have a use case where I am sending in emails to Jira service management to create tickets. Those emails will have multiple attachments and I want to add a system where I can count the # of attachments as the # of tasks. Kind of like a weighting system i.e. One task may have 3 attachments so it's weighted as 3 vs a task…

I have a specific project where the user that submits the Jira ticket will need to confirm via an approval before the issue is closed. I want to use automation to take the user that is the reporter and make them the approver as well but I'm struggling to get it to cooperate. Any ideas?