i want to ask related to jira products

[Jasmine Jacintha Howidjaja]

1. Is it possible to restrict a ticket's visibility to only the watcher, assignee, and requester? For example, if you want a friend to view your ticket, do you need to add them as a watcher?
2. When splitting tickets, can the child ticket automatically inherit the customer request type from the parent ticket? For instance, if the parent ticket’s request type is "Adhoc," will the child ticket’s request type be automatically set to "Adhoc" upon creation?
3. Can stakeholders be automatically added as watchers when the assignee splits a ticket from the parent? This is important because ongoing child/internal tickets from the parent are not visible to the requester. Note that the BI service desk team has a role in this context, while stakeholders only have a service desk customer role.
4. Can stakeholders receive notifications if their ticket request is being split?
5. For internal tickets, can JIRA automatically set the customer request type to a specific type?
6. Can a JIRA Service Desk customer view the JIRA Service Desk team's board but be restricted from opening or viewing the details of the tickets?
7. Is it possible for JIRA to display a pop-up message using automation?
8. Can the approver be linked to the reporting line automatically, without requiring manual input from stakeholders?
9. Can we create reminders for tickets based on their due date or to notify when they are overdue?

[Fazila Ashraf · Accepted solution]

Hi @Jasmine Jacintha Howidjaja 

Welcome to community!

Recommend you to split the questions to different posts to get more clear answers :) 

Also is this for cloud or DC deployment?

1. Yes, in the permission scheme, you can set browse issues to only those roles. With watchers having that permission, adding a user as watcher can grant them the visibility.

2. If it is not copying, why don't you write a custom automation to perform this?

3. You can use automation to add the stakeholders as watchers as well

4. Custom automation can help again

5. Can you explain the use case in detail?

6. No.Even when added as collaborator they will get to see full details of the issue for which they have visibility.

7. No. Not out of the box

8. Where is the reporting line information stored?

9. Check out this answer -> https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Re-How-to-set-a-reminder-in-JIRA-with-the-Automation-for/qaq-p/1439934/comment-id/73350#M73350

[Jasmine Jacintha Howidjaja]

Thank you so much for your help! @Fazila Ashraf 

This is related to the Jira Service Management product:

• 1) Got it, I'll check the permission settings.
• 2) I couldn’t find an automation to inherit all details from the parent ticket to the child ticket. Do you have any guidelines or links on how to do this?
• 3 & 4) Should I trigger the automation every time a ticket is created?
• 5) An internal ticket is created when our team generates a ticket not through the Jira front end, but by selecting "More" on a ticket they received from a stakeholder. However, whenever they create this internal ticket, the customer request type shows as "No Match." Can it be automatically set to a specific request type to avoid the "No Match" issue?
• 6 & 7) Noted on these points.
• 8) perhaps in Google Sheet.
• 9) Understood, thank you.

[Fazila Ashraf]

Hi @Jasmine Jacintha Howidjaja 

2, 3, 4) Create a manual trigger automation called 'Split issue' and in the actions, you can clone the issue to copy the needed details and add additional members as watchers and also send custom emails to them.

The 'Split issue' functionality is not available in cloud and we write such custom automations for this use case. Are you in DC deployment?

5) Automation again to trigger on every issue creation and on condition that there is not request type assigned, set default request type.

8) If the employees are less, you could maintain it as a lookup table in automation. If it is even considerably more, try to use assets or a store it in a external app and use rest apis to fetch on demand?

[Jasmine Jacintha Howidjaja]

hai @Fazila Ashraf , well noted on this

Actually, I'm not involved in the DC deployment, but I can inform the team to set up the automation

Do you have any examples of custom automations?

thank you in advance

[Fazila Ashraf]

https://www.atlassian.com/software/jira/automation-template-library can help teams start with the custom automations