youngmon/atlassian-qna huggingface dataset:
Unsend a comment or delay comment?
Asked by ACN Helpdesk:

We are testing Jira Service Desk.

Is it possible to unsend a comment created on a Jira ticket?

Or could we set up a delay in sending the comment?


Answers:
author: Jack Brickey
body: Hi [@ACN Helpdesk](/t5/user/viewprofilepage/user-id/5405725) , when a comment is made in an issue, notifications will be sent out according to how you have comment notification configured. However, while you can delete a comment you cannot "unsend" any notification. I am unsure what you mean by delay a comment. Depending on your exact requirement, you could potentially leverage automation To comment on an issue at a certain time or based on a certain condition or trigger. Maybe if you could explain your use case more completely I could offer further guidance.

comments: author: ACN Helpdesk
body: For example, I want to reply to a question, but I want to make sure it arrives after a certain time like after a set-up has run so they can try it out after this has run.

Would it be possible to delay this comment so it will arrive after a certain time?


author: Jack Brickey
body: The only way to do something like this would be associated with using an automation rule where you schedule the rule to run at a given time or if you can establish the appropriate trigger for your "setup has run" then you can add a comment to an issue as an action.


Tags: cloud

jira-service-management

jira-service-management-cloud
Show request types only to certain customers
Asked by stefan linsmayer:

Hello everyone,

before we switched from JIRA Server to JIRA Datacenter, we could only display request types that not all customers should see for members of certain groups. However, this function can no longer be found in DataCenter. Does it no longer exist or where is it located now?

Thanks for any possible answers  
Stefan


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@stefan linsmayer](/t5/user/viewprofilepage/user-id/1629988)

Honestly speaking, I don't know if such functionality existed in Jira server. It's available to define which request types are available to whom and under such conditions using our app [Feature Bundle for Jira Service Management](https://bit.ly/FeatureBundle_S).

If you have any screen from Jira Server with configuration you described, please attach it.

comments: author: stefan linsmayer
body: Hallo Kate,

thanks for the quick reply. Unfortunately, I don't have such a screen because we have already completely switched over and there is no longer any way to call up the previous JIRA instance. I will talk to our admins about the additional application. Maybe we already have it set up.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
approver is visible in declined field
Asked by Timon Angenent:

A request is to be approved but was declined earlier , the new approver is visible in in the "Declined" field in the portal, but the approver has not declined or approved this request yet


Answers:
author: Brant Schroeder
body: [@Timon Angenent](/t5/user/viewprofilepage/user-id/5484855) welcome tot he Atlassian community

If the approval step has already taken place like you explained and you add additional approvers they will populate the approvers field on the issue. Thus they show up in the approvers field regardless of if it was approved or denied.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Dealdline/SLA
Asked by EDARIN:

Hello,

It is necessary to create so that in the Jira I can choose the ticket resolution date from the calendar and at that moment the SLA starts counting.  
Example:  
Today is 01.01.2025  
In the calendar, I select resolution date 10.01.2025, and the SLA starts counting down the time until the application is resolved with 9 days left.  

Thank you!


Answers:
author: Vijay Dadi
body: Dear [@EDARIN](/t5/user/viewprofilepage/user-id/5484821) ,

The resolution date has no relationship with the SLA due date. Your due dates are calculated as per the SLA configuration depending on business days/holidays.

Hope this helps!

Vijay

comments: author: EDARIN
body: Is there option to set up SLA using calendar instead of time?


Tags: cloud

jira-service-management

jira-service-management-cloud
false AQL
Asked by Marian Kohn:

Hello,

can someone tell me what is wrong with this AQL? Before the recent incident it worked just fine.   

![AQL.PNG](/t5/image/serverpage/image-id/320737iA3B29A5797437D0E/image-size/large?v=v2&px=999 "AQL.PNG")


Answers:
author: Gikku
body: [@Marian Kohn](/t5/user/viewprofilepage/user-id/4728516) The 'anyAttribute' keyword is [deprecated by Atlassian starting Mar 31st](https://community.atlassian.com/t5/Jira-Service-Management-articles/UPDATED-DATE-Upcoming-change-Assets-AQL-function-anyAttribute-to/ba-p/2586178).

You should consider targeting the search on the particular attribute for the user.

Also, the objectTypeId search can be simplified as the below

*objectTypeId IN (6,7,8,33)*


Tags: cloud

jira-service-management

jira-service-management-cloud
Issues with making Team-managed service management project for internal customers
Asked by Farmehr Farhour:

I have created a JSM project for our internal IT requests.

Everyone at the company is added to the \`jira-servicemanagement-customers-xxx\` default group, and the JSM product role for this group is "Customer".

Inside the Team-managed JSM proejct I have set up a new role called "Customer" and added "Create request internally" and "Collaborate on Project requests" as permissions for this role. Then I assigned the role to the \`jira-servicemanagement-customers-xxx\` group.

Now my team members can login and try to submit a request, but they receive the following error:   
"You cannot create this request because you do not have the 'Assign Issues' permission. Please try another request type on the portal."

Note that this is a default project created from the "Information technology (IT)" JSM template. I haven't done any other changes to the project. So I'm confused why it's asking my internal customers for the "Assign Issues" permission.

Any help would be appreciated. Thanks


Answers:
author: Benjamin
body: Hi [@Farmehr Farhour](/t5/user/viewprofilepage/user-id/1359736) ,

Take a look if you have the assign issue permission for that role as indicated by the message.

Here's the documentation about adding customers just to walk through any steps that could have been missed:

<https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-team-managed-service-project/>

comments: author: Farmehr Farhour
body: I'm just curious why the customers would need the assign issue permission? Wouldn't that allow them to change the assignee of the issue? Seems like a big security issue to me.


author: Benjamin
body: Customers don't assign issue permissions. The project admin does and also the amount of permissions given. For example, admins can allow for customer to search or not search other people in the organization to share the ticket.


author: Farmehr Farhour
body: Okay, so I decided to enable this tick box under "manage roles", and it seems to be working now.  
![Screenshot 2024-04-30 105615.png](https://community.atlassian.com/t5/image/serverpage/image-id/321203i9FC7229FEF07836B/image-size/large?v=v2&px=999 "Screenshot 2024-04-30 105615.png")

I wasn't aware that the customer portal doesn't have the assignee field anyway, so the customer can't change the task's assignee through UI regardless.

Thanks for the help


author: Benjamin
body: Most welcome. Thanks for the update. The assignee is for the agent side which is not visible through the portal.


Tags: cloud

jira-service-management

jira-service-management-cloud
Handling 2-way chat in Slack from portal submitted requests (Former Halp User)
Asked by Joe Luchini:

Hello Everyone,

Our organization primarily relies on Slack for communication. We've been using Halp via Slack for ticket intake, and our internal ticket submitters have become pretty accustomed to managing their issues through Slack over the past few years.  

However, with the impending move-away day from Halp coming up, I've implemented a new ticketing flow via a helpdesk 'portal' within Jira Service Management to handle incoming requests.

One significant hurdle we're facing though, is the inability to have interactive (2-way) conversations on Slack with issues created from the portal. Currently, I've setup a webhook automation, that posts details of the ticket to a public slack channel on submission. But, the issue is, users still need to comment on the ticket inside the portal to allow visibility for both us as the triaging team, and them as the requester.   

My aim is to streamline the process by having users submit their issues through our portal since features like forms and knowledge base integration aren't available in Slack. Once a ticket is submitted, its details would be shared in a public Slack channel. Users would then have two options:

1. Comment on the issue directly in Slack, with those comments synchronized to the JSM ticket comments.
2. Alternatively, if they choose to comment within the JSM portal, their input would be synced to the thread of the corresponding Slack message.

Despite experimenting extensively with different settings and features, I'm starting to feel discouraged about finding a viable solution. It seems we might have to revert to the limited Slack submission workflow.

If anyone has insights or suggestions on how to achieve this functionality, I'd greatly appreciate your assistance.


Answers:
author: Fatih Calis
body: You might want to take a look at this app called Jira Software by Actioner. It seems like it could be a good fit for what you're trying to achieve. With this app, you can easily configure it to integrate with your Jira Service Management project and enable interactive conversations on Slack with issues created from Jira.

Here's the link to check it out: [Jira Software by Actioner](https://actioner.com/app-directory/jira-software-22)

By installing and configuring this app, you should be able to streamline your ticketing process and maintain bidirectional communication between your team and users, all within Slack.

Additionally, if you're interested, I've also prepared a quick demo video showcasing how to use this app for your specific use case. You can watch it [here](https://www.loom.com/share/94ca5ea7428644d981cfae5f5b28e4cf?sid=67300016-61a6-4e35-b545-0574b0a14d59).

Hope this helps! Let me know if you have any questions or need further assistance.


Tags: automation

chat

cloud

comment

jira-service-management

jira-service-management-cloud

slack

slack-integration
Portal screen diaplying message "There's nothing in this portal yet"
Asked by Ghata Singhal:

I have a requirement to link an external form on one of my portal screens.

I have hidden all Request types, so no input forms are visible.

The data to be shared with users is shared in the Portal Introduction text.

I want to remove the "There's nothing in this portal yet" message. Anyone knows how to do this?

![portal_scrnshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/320683iBD8C628DAB6BF49C/image-size/large?v=v2&px=999 "portal_scrnshot.png")


Answers:
author: Mikael Sandberg
body: Hi [@Ghata Singhal](/t5/user/viewprofilepage/user-id/5370834),

Welcome to Atlassian Community!

The only way to remove that message is to enable a request type to be visible in the portal. If you only want to display the form then associate that form with the request type, set the default value for the Summary field and hide it. Then when the user goes to the portal they will see the request type and within it the form and nothing else.

comments: author: Ghata Singhal
body: Hi Mikael,

Thank you for responding. I have already tried the solution you mentioned.

But the problem with that solution is this (I am attaching a screenshot)

Let me know if there is a workaround for this.

I dont want the "Raise a request on behalf of" + "Send" button

![portal_scrnshot_2.png](https://community.atlassian.com/t5/image/serverpage/image-id/320692iBC539C09904CE995/image-size/large?v=v2&px=999 "portal_scrnshot_2.png")


author: Mikael Sandberg
body: That is expected, you need to have a reporter on the request, so there is no way around it.


author: Mikael Sandberg
body: The Form does have a generic URL, but you can only use that if you have been assigned a Jira license. So if you want customers/users that do not have a license on your instance then the only way of doing that is what I mentioned above.


author: Ghata Singhal
body: I get it.

Coming back to my original question.

Is there a way to remove the "There is nothing on this portal yet" message if I hide all Request types?


author: Mikael Sandberg
body: No, if you hide all request types then you will see that message, the only way around it is to have a request type that is visible to customers.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I add Assignee field for Issue Link?
Asked by Sutir Mazumder:

Hi,

I have a QA sub-task (Subtask 1) created under a Task ticket (Task 1).

Defects are being linked to this sub-task (Subtask 1) (with "relates to" value).

Below the "Issue Links" header, we can see all the defects are getting displayed with Defect Id, Description and Status value.

I would like to add another field for Assignee. The Jira version is Jira v8.5.1.

Please suggest how this can be achieved.


Answers:
author: Trudy Claspill
body: Hello [@Sutir Mazumder](/t5/user/viewprofilepage/user-id/5484588)

Welcome to the Atlassian community.

Adding columns to the rows in the Issue Links section is not supported natively.

<https://jira.atlassian.com/browse/JSWSERVER-16253>

Are you willing to consider buying a plugin to get that functionality?


author: Hannes Obweger - JXL for Jira
body: Hi [@Sutir Mazumder](/t5/user/viewprofilepage/user-id/5484588)

welcome to the community!

As already suggested, this isn't currently possible, however if you're open to solutions from the Atlassian Marketplace, you should get pretty close; see e.g. [this thread](https://community.atlassian.com/t5/Jira-Software-questions/Edit-Epic-Child-Issues-view/qaq-p/2682538) for possible directions forward.

Best, Hannes


Tags: jira-service-desk-unknown-hosting-type

jira-service-management
Equipment Management - Jira Software
Asked by Jenna Ringer:

Our company currently uses Jira Software - Premium account, and we are hoping to implement Equipment Management.   

A few of the things I am wanting to track are depreciation of the equipment, location, costs (maintenance labor, parts, fuel), and revenue (charging a rental rate to certain contracts).   

What is the best way to go about this with Jira?   

Thanks!


Answers:
author: Dave Rosenlund _Trundl_
body: Welcome to the community, [@Jenna Ringer](/t5/user/viewprofilepage/user-id/5484531) ?

May we assume you already know about [Jira Asset Management (in Jira Service Management)](https://www.atlassian.com/software/jira/service-management/features/asset-and-configuration-management)? If so, I'd have a look at the associated learning tools from Atlassian and Atlassian's partners.

If not, start there ?

Does this help?

-dave

comments: author: Jenna Ringer
body: Thanks Dave! Looking into that now. Really appreciate your quick response.


Tags: asset-management

assets

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

jira-software-cloud
how to access JIRA Software Projects in JIRA service management Automation Rule Creation
Asked by Hafiz Abdul Rauf:

how to access JIRA Software Projects in JIRA service management Automation Rule Creation


Answers:
author: John Funk
body: Hi Hafiz,

What exactly are you trying to do? And can you share the rule that you have tried so far?

comments: author: Hafiz Abdul Rauf
body: i have JIRA software and JIRA Service Management on different URL.

till now I have tried to create issue in JIRA software based on Jira Service Management Ticket transition through webhook.

Now I am facing an issue to set Summary and Description same as issue transition have in JIRA service management.

I have tried this

[Automate Issue Creation from one JIRA instance to ... - Atlassian Community](https://community.atlassian.com/t5/Jira-Software-articles/Automate-Issue-Creation-from-one-JIRA-instance-to-another-JIRA/ba-p/1439079)

![receive.png](https://community.atlassian.com/t5/image/serverpage/image-id/320822iE431C2E0FF0665EC/image-size/large?v=v2&px=999 "receive.png")

![CreationRule.png](https://community.atlassian.com/t5/image/serverpage/image-id/320828i383AF3FF2BEC8AF8/image-size/large?v=v2&px=999 "CreationRule.png")


author: Michel Neeser
body: Hi [@Hafiz Abdul Rauf](/t5/user/viewprofilepage/user-id/5465916)

Generally, you can access any project within any automation rule, regardless of the Jira product. You just have to extend the scope of the automation rule to "Global" or "Multiple projects". To do this, you need to access the automation rules from the "Global automation" menu by clicking on Cog icon \> System \> Global automation.

Let me know if this helps!

comments: author: Hafiz Abdul Rauf
body: I am creating Global Rule, but still JIRA software Projects are not showing in JSM, I think there is issue in integration or linkage between JIRA software and JSM


Tags: cloud

jira-service-management

jira-service-management-cloud
CSV import
Asked by Joseph W Pedroza:

I inadvertently created a bunch of initial status options when importing a CSV file into Jira service management (newbie mistake). Where do I locate the setting to remove all initial status' that were created from the import?


Answers:
author: Michel Neeser
body: Hi [@Joseph W Pedroza](/t5/user/viewprofilepage/user-id/5225337)

What do you exactly mean by "initial status options"? Can you perhaps share a screenshot with us showing your current situation?

comments: author: Joseph W Pedroza
body: ![Screenshot 2024-04-25 at 2.22.54?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/320667i2CDDAB1202D85795/image-size/large?v=v2&px=999 "Screenshot 2024-04-25 at 2.22.54?PM.png")


author: Michel Neeser
body: [@Joseph W Pedroza](/t5/user/viewprofilepage/user-id/5225337) This looks like a custom field to me. You can try locating it by following these steps:

1. Click on the Cog icon in the top right.

2. Click on "Issues".

3. Click on "Custom fields" in the sidebar.

4. Search for "Initial Status".

5. If you found the custom field, you can click on the three dots on the right and select "Contexts and default value". On this page, you can modify the values provided in the field to the user.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to hide cascading field option in IT View
Asked by Salwadi Edukondal:

I have a field called category and subcategory which has option "Location". if select location which has two options Hyderabad, Bangalore. i want to hide option Bangalore. have a code below

def abuFF = getFieldByName("")  
Object t1=abuFF.value  
ArrayList al1 = new ArrayList();  
al1 = (ArrayList) t1;  
String Cat=al1\[0\].toString()  
String subCat=al1\[1\].toString()  
if (subCat.value == "Bangalore") {

subCat.setHidden(true)  
}  
else {

subCat.setHidden(false)  
}

Please let me know how to hide an option from the field.


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

That's what a cascading select list does by default (the selection in the first half of the field determines the options available in the second).

So I am unsure what you are trying to achieve here. Could you explain more about what you're trying to do?

Also, you've said this is a question for Cloud Behaviours, but your code looks very Server/DC based - can you confirm which platform you are on?

comments: author: Salwadi Edukondal
body: i want to hide option and iam using Jira Server


author: Nic Brough -Adaptavist-
body: Ok, but why don't you just remove the options you don't want from the second half of the field's list?


author: Salwadi Edukondal
body: [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) i want it to hide only on IT view it should visible on Portal


author: Nic Brough -Adaptavist-
body: Ah, ok, that makes sense.

I've never tried to amend cascading select lists' second half option list, so I am not sure what to tell you.

But there is some code at <https://community.atlassian.com/t5/Jira-Software-questions/Hide-options-in-cascade-select-field-Behaviour-Script-Runner/qaq-p/1142517> which says it does it.


author: Salwadi Edukondal
body: [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) thanks that is working. Buts its working for both IT view and Portal view. is there any method to write for only IT View or any other process?


author: Joseph Chung Yin
body: [@Salwadi Edukondal](/t5/user/viewprofilepage/user-id/4111081)

Hi there:

Are those two fields or just one field (cascade select list date type)? If they are two separate fields, then are you currently using third party add-ons (i.e. ScriptRunner for Jira with Behavior component setup) to control the fields option displays where when the 1st field is populated and its value controls the display of the 2nd field?

Please advise, so we can assist you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Salwadi Edukondal
body: there is only 1 cascading field i am using Category and Subcategory field. this field has option Location. If i select Location it will populate another 2 options. i want to hide one option


Tags: cloud

jira-service-management

jira-service-management-cloud
Reactivate old account
Asked by CC Test:

Hi, I have been inactive on Bitbucket for sometime; please reactive these accounts. I have many repo's I need to access.

\<removed\> and \<removed\>

Thank you


Answers:
author: CC Test
body: Correction, I think many of the repo's under the accounts may have been archived, or I may have the wrong account. What is an email I can use for a more secure conversation?


author: Theodora Boudale
body: Hi [@CC Test](/t5/user/viewprofilepage/user-id/5259189) and welcome to the community!

Both the account and the workspaces you mentioned in your post are active.

What is the exact issue you are facing? Are you having trouble logging in or performing another action? And if so, what errors do you get?

Just a heads up, I removed the username and workspace id from your post to protect your privacy.

Kind regards,  
Theodora

comments: author: Theodora Boudale
body: Hi [@CC Test](/t5/user/viewprofilepage/user-id/5259189),

Users on the Free plan are eligible for community support only. In some cases, we may create a support ticket on behalf of a user, but we first need to see if we can resolve this within the community.

We do not archive Bitbucket Cloud repos.

In case your repos were Mercurial, we have deleted all Mercurial repos as we stopped supporting Mercurial: <https://bitbucket.org/blog/sunsetting-mercurial-support-in-bitbucket>

The Bitbucket account with the same email as your community account has access to several workspaces and repos. Please keep in mind that when you open <https://bitbucket.org/>, you will get redirected to the most recent workspace you visited, excluding your personal workspace. So, the repos you will see there are from a single workspace.

In order to view the rest of your workspaces, you can select your avatar in <https://bitbucket.org> (top right corner) \> select **All workspaces**. You will then see a list of all workspaces you have access to, and you can select a certain workspace to view its repos. Are you able to find your repos this way?

Kind regards,  
Theodora


author: Markus Fred?n
body: Hi [@CC Test](/t5/user/viewprofilepage/user-id/5259189) ,

This is the community forum and not your bitbucket site admins.

Are you talking about an environment which you are the site admin on? If not, you should contact your admin to re-activate your users.

/Markus


Tags: bitbucket-cloud

cloud