Posts

When Atlassian unveiled their toolset in 2002, they had software developers in mind, first and foremost. Their belief was that the flexibility and visibility these revolutionary new tools offered would enable development teams to collaborate better and speed project resolution times.  Over the years, more and more business teams have adopted the Atlassian toolset to […]

Question: Now that we are rolling out a Service desk customer portal, can we prevent everyone from creating issues using the Create button on the back end? Answer: Yes, you can. How: Edit the project’s permission scheme and, for the “Create Issues” permission, remove all users and roles except for “Service desk customer – portal […]

This spring I had the pleasure of setting up Opsgenie for internal use here at Isos. For the unfamiliar, Opsgenie is an alert management system that provides the means for an organization to address notifications generated by tools they already have in place from a centralized platform. For example, if your monitoring system detects a […]

It’s finally here! Spring has sprung. I think this time of year is like no other. There is a palpable feel in the air to do something. Go somewhere! Plant something! Start a project! You might even whistle as you walk into work in the morning… assuming you had your coffee first, of course- let’s […]

  Jira Service Desk allows project administrators to customize the customer portal to include branding, adding custom icons and inputting descriptions for request types. These descriptions are typically a sentence that describes what the request is for. Many don’t know that JSD supports markdown and descriptions can be enhanced. Below I share a few of […]

When it comes to fields, it is usually sufficient to select which ones will appear on a given screen but Jira administrators have other options available to them. Administrators have the ability to hide fields if they wish to prevent users from changing a field’s value. They also have the option to require users to […]

“Easy… Secrets? Wait. What’s that?… Oh, oh, ok. Excuse me. So it’s Easysecrets, one word? Got it, but still. You’ve got to be kidding me!” As a trusted, Platinum Atlassian Partner we get asked all the time for input on an array of topics, but hands down, the number one inquisition is all about the […]

Here are some quick tips on setting up a customer friendly knowledge base that is both informative and restricted from the public. Log in to Jira and Confluence. Ensure you have the proper permissions to make changes to the Jira project and to create a space in Confluence. Go to the service desk project, click on Project […]

Visibility of all issues within a Jira project can be limited to specific users and groups by assigning them to Project Roles and granting the Browse Projects permission to those roles. In order to restrict the visibility of specific issues within a project, the project must use an Issue Security Scheme. These schemes consist of […]

Jira Service Desk allows for service desk agents to transition issues and manipulate whether the customer can view the status on issues. One missing piece agents face is the ability to provide the customer with feedback via comments without transitioning the issue to “Waiting for Customer.” Natively, when agents comment on a ticket, the “Transition […]