youngmon/atlassian-qna huggingface dataset:
How to connect jira cloud with jira data center using application links
Asked by Subhahs mungara:

When trying to use application linksnto make a connection beween cloud and data center it's asking consumer key. How do we get it


Answers:
author: BHUSHAN PATIL
body: Hi [@Subhahs mungara](/t5/user/viewprofilepage/user-id/5385172) ,

To connect Jira Cloud with Jira Data Center using application links, follow these steps:

1. **Log in to Jira as an administrator:** Ensure you have the necessary permissions to create application links
2. **Navigate to Application Links:** Go to your Jira instance and choose \> Products. Select Application Links in the left menu
3. **Create an application link:** Click on "Create new link"
4. **Choose the type of link:**

   **Tunneled application link:** This link reuses an existing application tunnel to forward the traffic to your network. Application tunnels can only be used to link to Atlassian Data Center or Server products.

   **Direct application link:** This link connects to Atlassian products or external applications directly. It needs to be able to reach them, which might require opening your network for incoming connections.
5. **Configure the application link:** Follow the wizard to complete the setup of the application link. You will be redirected between your products to authorize the link
6. **Create a reciprocal link:** If you want to create a two-way communication between Jira Cloud and Jira Data Center, create a reciprocal link in the target product

**Use application tunnels :** If you need to forward application links to your network without opening it for incoming connections or allowlisting cloud IP ranges, you can use application tunnels. Application Tunnels provide an easy and secure way to connect Cloud products to the self-managed ones beyond the firewall. for more details refer following documents.

* [Connect to self-managed products with application tunnels](https://support.atlassian.com/organization-administration/docs/connect-to-self-managed-products-with-application-tunnels/)
* [Use AppLinks to link to Atlassian products](https://support.atlassian.com/jira-cloud-administration/docs/use-applinks-to-link-to-atlassian-products/)

Also, if you feel my input help you please accept the answer.

Regards,  
Bhushan


Tags: cloud

jira-service-management

jira-service-management-cloud
Service management for "customer service management" template does not show the service types& field
Asked by Peter:

Step 5 of the instructions shows 'Create project' and a screen shot to add Customer service types and fields. When using the template our does not show this.

Instructins URL:

<https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/customer-service-management#overview>

Customer: Nimo Industries


Answers:
author: Odd_lynice
body: Hi Pete,

I would like to confirm you wanted to be able to access the request types for JSM Customer Service template after creating the project?

If so - while the screenshot on the website shows the list of out-of-the-box request types in the JSM customer service template you may need to click on a few menus to be able to go to the page where you can add and edit request types.

After creating the project \>\> click on project settings \>\> request types \>\> create request types

![Screenshot 2023-12-13 at 2.04.33 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/296537iAE0F9DBBB67AAC91/image-size/large?v=v2&px=999 "Screenshot 2023-12-13 at 2.04.33 PM.png")![Screenshot 2023-12-13 at 2.05.10 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/296538iBAB84E5C7DE16B2A/image-size/large?v=v2&px=999 "Screenshot 2023-12-13 at 2.05.10 PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
how to change the billing from Insight back to Uniting
Asked by Orders_AU:

how to change the billing from Insight back to Uniting


Answers:
author: Joseph Chung Yin
body: [@Orders_AU](/t5/user/viewprofilepage/user-id/5385119) -

Welcome to the community. It is not clear on what you are asking? Are you referring to Assets component app for JSM. If so, it is only available for JSM subscription plan of "Preimum" or "Enterprise". It is not available for "Standard" subscription plan.

Lastly what is "Uniting"? It seems you are referring to a third party add-on outside of JSM product, If that is the case, you will need to contact the third party add-on vendor for further support.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management-cloud
Update initial ticket issue type when an issue of type X is linked
Asked by Caleb TeBokkel:

I have two projects, a support project, and a development project.

Customer submits a ticket into the support project with issuetype "Support", issue A.

Development creates a ticket in the development project with issuetype "Bug", issue B, and links the ticket to the support project ticket, issue A.

When issue A, of issuetype "Bug", is linked to issue B I want to edit the issuetype of issue B to "Bug", using automation.

The automation should trigger when issue A is linked, and only if issue A is of type "Bug".

Please let me know if you have any ideas.


Answers:
author: Caleb TeBokkel
body: This is what I've tried. When issue is linked and the created issue is of project A, and type B, update the destination issue issuetype.

![Automation 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/296500i2D23D924BA25D5C6/image-size/large?v=v2&px=999 "Automation 1.png")

comments: author: Caleb TeBokkel
body: The above automation works as expected if I switch out the Edit: IssueType for Edit:Assignee (or any other field).

It looks like Jira is unable to edit the destination issue type if the source issue (the created Linked Ticket) does not belong to the same workflow. In this case, Issue A (destination issue) is part of a different workflow (although uses the same issuetype name called Bug), than Issue B (source issue / created linked ticket).


author: Marc - Devoteam
body: Hi [@Caleb TeBokkel](/t5/user/viewprofilepage/user-id/3606646)

I read that your initial issue is different the you show in the automation.

To summarise:

1. A customer raises a ticket on your support portal.
2. Development creates a "Bug" issue in their dev project
3. Links the "Bug" issue to the raised ticket on the portal
4. The portal ticket should be come issue type "Bug"

Is this correct?

Automation says it the other way around.

What is the issue type used for the request on the portal, is this also issue type "Bug", if this is no and you want to change this, this will break the connection to the Request Type on the portal and the custom won't be able to see the raised issue.

Can you clarify on what you exactly want to achieve?

comments: author: Caleb TeBokkel
body: The above automation works as expected if I switch out the Edit: IssueType for Edit:Assignee (or any other field).

It looks like Jira is unable to edit the destination issue type if the source issue (the created Linked Ticket) does not belong to the same workflow. In this case, Issue A (destination issue) is part of a different workflow (although uses the same issuetype name called Bug), than Issue B (source issue / created linked ticket).


author: Marc - Devoteam
body: Hi [@Caleb TeBokkel](/t5/user/viewprofilepage/user-id/3606646)

That is certainly so. I forgot to think this logical.


author: Caleb TeBokkel
body: Thanks for your assistance! I will submit a request to Jira to add the ability to change the destination issue issuetype even if it does not belong to the same workflow as the source issue.


Tags: cloud

jira-service-management

jira-service-management-cloud
paginating the results automatically in JIRA cloud for Gsheets
Asked by sharmila leo:

how to use the =JIRA() function which lets to paginate through results.

For example, to return 20000 issues, put this on one cell to return the first 10,000 issues:

=JIRA("project = ProjA order by updated desc", "", 0, 10000)

And this in another cell to return the following 10,000 issues:

=JIRA("project = ProjA order by updated desc", "", 10000, 10000)

But how i can automate this formula in the gsheet cells to paginate by 10000


Answers:
author: Joseph Chung Yin
body: [@sharmila leo](/t5/user/viewprofilepage/user-id/5381941) -

Welcome to the community. It seems you are using a function call provided by a third party add-on or by your own custom development. Jira() function is not something out of the box from Atlassian.

By default, when you use the filters menu in the JSM product project UI and search for issues, the pagination in the UI is displaying 100 issues at a time.

Therefore you need to contact the add-on vendor or your own development team to obtain further technical support.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
I am trying to bulk add customers to the JIRA Service Management. (Detail in Description)
Asked by Mahad Uddin:

So I would like to add more than 2000 customers in Jira - coming from another helpdesk system - hence why I cannot add them manually.

My only requirement is that there is no email sent to the users that are added because we do not need to have a portal account for them.

All of our users have been directed to just email us and that is how our tickets have been generated. All the ways I have tried as of yet do send customers an email to join.

The only option I think would work is the REST API? But the documentation I found [here states it would send emails to generate accounts as well.](https://confluence.atlassian.com/jirakb/how-to-bulk-create-jira-service-management-customers-808485722.html)

Is there anyway that you guys can recommend to import these customers? If REST API is the only way, please direct me as to how I can do that. (I have never programmed or coded in my life, LOL).

Thank you so much! Looking forward to the replies.


Answers:
author: David Friedrich
body: Hi [@Mahad Uddin](/t5/user/viewprofilepage/user-id/5385054) ,

You can disable the customer invite notification in Project settings \> customer notifications \> customer invite.

Also here is how you can bulk add customers:  
<https://support.atlassian.com/jira-service-management-cloud/docs/add-customers-in-bulk-to-your-service-project/>

comments: author: Mahad Uddin
body: Thank you so much! That's exactly what I ended up doing yesterday after posting the question lol! :)

Have a great day!


Tags: cloud

jira-service-management

jira-service-management-cloud
Allow components to be manually set for created (destination) issue as part of a Workflow transition
Asked by Paul Seekins:

Hello,

So I have a scenario where we are escalating an issue via workflow validators and post functions. Basically the post functions create a new issue (in a different project) and then set certain field values in the destination issue. This all works great, but I need to force a screen pop that will allow the user that invoked the workflow transition to be able to manually select a component (system field) value from the destination project. I can get the components field to pop, but it displays the values from the originating project and not destination (which are different).  

Any ideas? Cannot find a solution after searching for many hours.


Answers:
author: David Friedrich
body: Hi [@Paul Seekins](/t5/user/viewprofilepage/user-id/4820259) , this is a tricky one. Currently, I can only recommend displaying a custom list field in the pop-up that contains the same values as the components in the target project. During creation, this value is then copied to the component field, either by workflow or by automation rule.

<br />

Let me do some more research. There may be an app solution to avoid having to adapt your list field to the components of the target project again and again. I'm thinking primarily of smart fields or dynamic custom fields.

comments: author: David Friedrich
body: Maybe Scriptrunner \> Scripted Fields is a way to have the values set dynamically:  
<https://docs.adaptavist.com/sr4jc/latest/features/scripted-fields>


author: Paul Seekins
body: [@David Friedrich](/t5/user/viewprofilepage/user-id/1140195) thanks for the quick response. I have used Scripted Fields before, but the challenge is still forcing the field to appear in a transition screen as an editable field in the destination project. To your earlier point, I really don't want to create another custom field that mirrors the components field in the linked (destination) issue. Also to clarify, the component in the source issue (project) would not be completed prior to invoking the transition step.


Tags: cloud

jira-service-management

jira-service-management-cloud

post-function

workflow
JSM - Migration of legacy automations to the new format
Asked by Dario Alarc?n:

I am migrating some Legacy automations from a project and I find that they have a "**time in status** " trigger and can be parameterized with **Days, Hours and Minutes** .  
Does anyone know how this trigger was replaced in the new Jira Service Management automations?  
It works in the following way:  
- If an issue is in a state for x amount of time, then the action is taken.

![01.png](/t5/image/serverpage/image-id/296441iF115AC7A9DE1BF83/image-size/large?v=v2&px=999 "01.png")

I understand that with the "**Schedule** " trigger I can do something similar, but it is not the same, since it would be executed at a certain time and what I need is for the time counter to be taken from the issue and not scheduled.  
For example, when I transition an incident to a particular status and I need to receive a comment after 3 hours reminding me about this incident.

I hope you can help me, thank you very much!


Answers:
author: David Friedrich
body: Hi [@Dario Alarc?n](/t5/user/viewprofilepage/user-id/5307057)

in a JSM project you could set up an SLA that starts with the issue assuming the status. When the SLA gets breached or is about to be breached, this is your trigger.

To do this **without an SLA** , you could use a scheduled trigger and JQL to find the issues which have **not changed status**.

For example, this JQL finds any "in progress" issues which have not changed status in the last 24 hours.

project = myProject AND NOT status CHANGED AFTER -24h AND statusCategory = "In Progress"

comments: author: Dario Alarc?n
body: Hi [@David Friedrich](/t5/user/viewprofilepage/user-id/1140195)

Thanks for your reply, but the problem I have with JQL is that it is executed on a scheduled basis and what I need is for the automation to be executed when the incident reaches a certain amount of time in a state.  
That is, if the JQL is executed at 9 am and the 24 hours for the incident in a state have not yet been met, I must wait until the next execution so that it is taken into account in the JQL search.


author: David Friedrich
body: Hi [@Dario Alarc?n](/t5/user/viewprofilepage/user-id/5307057) ,

yes, I get that. So actually the SLA approach is your only chance. Create an SLA and have your automation triggered by "SLA threshold breached".

OR set your Cron Job to check every ten minutes or so. AFAIK it only counts as an execution if issues were found and edited.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to start an object schema key from 0?
Asked by Colby Cliffe:

I've created two object schema previously, but needed to delete both because that was the only way I found to change the object schema key.  

Now that we've decided on a permanent key. I want to know if it's possible to restart the key at 0.  

If not, how high can the keys go?  

<br />

![schema.png](/t5/image/serverpage/image-id/296426iD0F1E88E4A6B81A2/image-size/large?v=v2&px=999 "schema.png")


Answers:
author: Jeroen Poismans
body: Hi and welcome to the Community!

What you're asking is not possible, but can you describe why you have this requirement? Maybe there is another way in achieving you goal?

Jeroen


Tags: cloud

jira-service-management

jira-service-management-cloud
Como criar campos de c?lculos
Asked by Jose Guilherme:

Ol?! Sou novo no Jira, estou ingressando agora no ScriptRunner. Estou com a seguinte situa??o:

Estou criando um form para coletar dados para um pedido de venda, mas n?o estou conseguindo identificar uma forma de calcular o campo "total". Na l?gica o total deve ser a multiplica??o dos campos "Volume" e "Pre?o unit?rio" exemplo:

Volume \* Pre?o unit?rio = total

Pesquisei bastante aqui no f?rum e vi que alguns casos parecidos conseguiram resolver utilizando ScriptRunner, mas como estou conhecendo a ferramenta agora, n?o consegui escrever esse calculo no campo total. Se puderem me ajudar ficarei imensamente grato.


Answers:
author: Vanessa Fernandes
body: Hello Jos? Guilherme!  
I believe the article below can help you achieve this result via automation:

<https://community.atlassian.com/t5/Jira-Content-Archive-questions/Somat%C3%B3rios-de-campos-criados-para-colocar-em-um-outro-campo/qaq-p/1640085>


Tags: cloud

jira-service-management

jira-service-management-cloud
Problema no envio de Satisfa??o ap?s fechamento do ticket
Asked by Maxuell:

Ao encerrar o ticket o cliente n?o est? recebendo link ou op??o para avaliar o atendimento de Help Desk, mesmo tudo estando ativo.

Precisamos dessa ajuda para conseguir avaliar o atendimento.


Answers:
author: Dario Alarc?n
body: oi [@Maxuell](/t5/user/viewprofilepage/user-id/4335373)

Para ativar pesquisas de satisfa??o voc? deve ativar a configura??o em "**Configura??es do projeto\>configura??es de satisfa??o**"

<br />

Por outro lado, verifique se o "**workflow** " est? configurado corretamente com o estado final do incidente, ou seja, a propriedade "**p?s-fun??o** " da transi??o para o estado "**pronto**" est? conforme indicado na imagem:

![02.png](https://community.atlassian.com/t5/image/serverpage/image-id/296444i59DB7B8BA1A93A4C/image-size/large?v=v2&px=999 "02.png")

Espero que ajude voc?, sauda??es!


Tags: cloud

jira-service-management

jira-service-management-cloud
haw u work in sales marketing ?
Asked by Khaleeq Lashari:

haw u work in sales marketing ? like online working or praticaly


Answers:
author: Teodora V
body: Hi [@Khaleeq Lashari](/t5/user/viewprofilepage/user-id/5384723)

I am not sure you are in the right spot. I suggest you browse forums and user groups focused on Salesforce, HubSpot, or another sales-marketing tool/service.


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to login to Jira service desk
Asked by Box27576:

Hi

I have created a few projects on Jira service desk, and have provided access to my teams. Some of them are not able to login, as Jira is giving them the following error: 'the signed in user is blocked because they are not a direct member of a group with access nor had access directly assigned by an administrator'. Please advise what needs to be done here.


Answers:
author: Fazila Ashraf
body: Hi [@Box27576](/t5/user/viewprofilepage/user-id/5384702)

Are those users given JSM agent licenses? Did you add them to the license groups?


Tags: cloud

jira-service-management

jira-service-management-cloud
Attributes not available for some users
Asked by yolandacura:

We have built 2 Object schemas one main one with all the details (users and office name) and a second one only containing a type of assets.

Second Object schema get some attribute information from the main one. So user information and office name will be taken from main one to the secondary one.

Admin users are able to see the Attributes but other users with Manager permission in secondary schema and user permissions in main schema can not see the attributes user and office from secondary schema.

What I need to do to allow users to see all attributes from secondary schema, even the ones that are been taken from the main one?


Answers:
author: yolandacura
body: Adding them as users for the referenced Object Schema and selecting the Allow others to select objects from this schema worked.


Tags: cloud

jira-service-management

jira-service-management-cloud
No se me generan los tickets de manera autom?tica cuando ingresa el correo me pueden ayudar ?
Asked by atencion.clientes Clientes:

Tengo un problema para que cuando me ingrese un correo se me genere el ticket automaticamente


Answers:
author: Dan Breyen
body: [@atencion.clientes Clientes](/t5/user/viewprofilepage/user-id/5384680) welcome to the community! If you look in your Project Settings, in the Left Menu, under "Email Requests" are the emails being sent to the default email account? This will create tickets automatically.


Tags: cloud

jira-service-management

jira-service-management-cloud
Support Desk Email Communication Issue with Apple Alias Addresses. Could you please help us?
Asked by Roksolana Babii:

We're currently experiencing challenges within our Support Desk system when users register using Apple alias addresses.  

The problem arises when attempting to send emails from our Support Desk to the 'Apple alias' emails provided by Apple, which are used as registered user addresses to protect their actual email identities. Despite our efforts, emails sent to these aliases from the Support Desk are not being received by the corresponding email addresses associated with the Apple IDs.  

We tested it on our own using test accounts linked to Apple aliases ( [trkdyy2gwh@privaterelay.appleid.com](mailto:trkdyy2gwh@privaterelay.appleid.com)). Emails sent from the Support Desk are confirmed as sent but are not reaching the intended inboxes associated with the Apple IDs.  

Could you assist us with this matter? Is this problem connected to the issue detailed in this article <https://support.atlassian.com/atlassian-account/docs/account-issues-related-to-a-private-apple-email-address/> ? Are there any alternative solutions or workarounds aside from advising users to refrain from using Apple IDs?


Answers:
author: Marc - Devoteam
body: HI [@Roksolana Babii](/t5/user/viewprofilepage/user-id/5384612)

Welcome to the community.

Reading the article, Yes you do run into this problem and no there is no way to circumvent it as Apple is activly blocking this.


Tags: cloud

jira-service-management

jira-service-management-cloud