Jack Brickey Expert

I have noticed something over the past several weeks that I have been meaning to investigate and I am hopeful someone can point me to the cause or a hint. We use Outlook and I have noticed that on some tickets that are open the notification is flagged by MS as potential spoofing. I know this is not the case. It appears to…

I have a field called Facility that is used by many projects and it has several possible values. This has worked well up until now. I have a new project I'm working on where I only want a couple of the values to be available when creating/editing the issue. I would prefer not to create a new facility field if possible.…

I am seeing a recent change (w/in last week) where any JQL with "resolution = unresolved" is not functioning properly or at least as it was previously. Basically what is happening is that not all of the issues are being displayed. When I investigated, it appears that those not being displayed have a resolution of blank or…

So we use JSW and also JSD w/in my company. My finance department was poking around and reading up on Core and felt it would be of value to them. I did a bit or reading on this but it is unclear if there is really any value beyond what JSW provides. It is clear that there are nice project management workflows that come w/…

I have been racking my brain on a situation that started occurring recently and am hoping others have some ideas on how to address. Let me set the stage w/ some background. Scenario: a few days back I started seeing where, when an agent initiated the "Respond to customer" (RTC) transition and entered a comment for the…

I have searched and found similar scenarios but a bit different and no solution. Out of the box JSD is setup w/ an automation to transition on comment. Specifically there are two scenarios covered: * if the status is "Waiting for Support" and a comment is added then it transitions to "Waiting for Customer" * if the status…

I have recently gone live w/ JIRA Service Desk (cloud) for internal IT support. It is live and ticket creation via email is working fine. I want to go live w/ the portal for all customers. When I test inviting a customer they receive the email invite but when they click on the link in the email the browser is a blank…

I have found similar questions but they seem dated and don't seem to apply to my case unless I'm missing something. Basically, I am seeing a lot of cases (most) where I am seeing "anonymous made a transition" entries under the "All" and or "Transition" tabs for issues. An immediate example was where I was making these…

After setting up JSD I have found that I would prefer to have a new request type (hidden from portal) for all email helpdesk requests. When I originally configure the Customer email channel it simply assigned to the default "Get IT help" issue type that was preconfigured for the Cloud email address. I created the new…

I have setup JIRA Service Desk (Cloud) including importing tickets from our previous (Spiceworks) system. As a result of the import I now have all of these users but am unsure how to initiate an invite email to each user. Any ideas on this?

I am working on setting up JSD for the first time and trying to understand how it all works. I have a custom field (Facility) that I have added and I want to make this a required input field when a new ticket is created via portal or email. When I go to the project --> request types then edit fields for the specific…

I have researched this a bit and found some similar scenarios but no real answer yet. Scenario: We are using JIRA to track our quarterly MBOs. I have created a dashboard that displays the MBOs but I want the dashboard to flow naturally in time. That is, I would like to be able to show "last quarters results", "current…

I create a lot of dashboards and I find it cumbersome to make each filter shared and then make the dashboard shared. I always get ping by users that certain filters aren't shared. It seems to me that Atlassian should have a checkbox on the Edit and Share Dashboard screen to force Share inheritance or at least there should…

I have searched for this in the forum and have found similar things and indeed check the suggestions out but I haven't yet solved my issue. Basically, there is a default field (Found In) to capture the version. I want that to be a required field when creating a BUG (only). However, I'm stumbling out of the gate because I…

I have created a custom field (Assessment Level) that is intended to capture the 'assessment' of how we did on an issue (objective). I have selected the field to apply to a certain project's "resolve issue screen". In this way when the issue is resolved the user will have to assess how they did on that objective. However,…