youngmon/atlassian-qna huggingface dataset:
Project Access: the added contacts with their corresponding roles has been vanished
Asked by Adriana Dom?nguez Eguiarte:

Hi there! I was wondering if any of you has experienced this problem today.

We have a lot of projects in Jira Product Discovery and for its of them we had assigned the corresponding 'administrator', 'creator' and 'collaborator roles'.

Well I have noticed that now, the information has been vanished and this is what we see in all the projects...

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/297209iDCA34DE501B3FC9F/image-size/large?v=v2&px=999 "image.png")

Is it an incidence?

Thank you for your help!


Answers:
author: Rohan Swami
body: [@Adriana Dom?nguez Eguiarte](/t5/user/viewprofilepage/user-id/5340268) [@Ted](/t5/user/viewprofilepage/user-id/4695402) we have a bug with our platform system which holds users and their access permissions. You can follow [this page](https://jira-product-discovery.status.atlassian.com/?utm_source=embed) for incident updates.

comments: author: Adriana Dom?nguez Eguiarte
body: Thank you, I've seen it's fixed! I got the notification [@Ted](/t5/user/viewprofilepage/user-id/4695402) mentioned later!


author: Ted
body: I have the same - but I have also been getting notifications that JPD is experiencing technical issues so I'm guessing it is related :)
Changing Insight Ratings
Asked by Andy Nortrup:

We are just starting our experimentation with JPD and one thing I've noticed is that only the person who created an insight has the ability to change the impact rating. I'm curious if this is something that we can adjust with permissions? I think that our ideal case would be that any Creator could change an insight rating or that he owner of an idea can change the insight rating.

I'd like to have this for general efficiency and the ability for any of our PMs to adjust ratings for insights from our field team in order to put them on a consistent scale. I don't want to go round and round with someone who has given us feedback in order to get insight levels right as we ask follow up questions.


Answers:
author: Hermance NDounga
body: Hello,

Here is a screenshot of permissions in the creator role ![edit delete insigths.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/297172iE4B350C30D9BE882/image-size/large?v=v2&px=999 "edit delete insigths.jpg")

As you can see, by default, creators cannot edit any insights, if you'd like to have it for everyone, you can create a custom role based on the creator role and add this permission.

Best Regards,  
Hermance  
Product Manager @ Jira Product Discovery

comments: author: Andy Nortrup
body: Thank you very much.


Tags: insight

permission
Automatically update the "multiple select field" options in Product discovery project
Asked by ???? ????????:

Can I connect Product discovery project "multiple select field" so that the options to choose will be automatically received from external system? For example, list of the clients


Answers:
author: Hermance NDounga
body: Hello ????,

It is not possible at the moment. Could you please let us know where is list at the moment? Do you already use it somewhere else in Jira ?

Best Regards,  
Hermance  
Product Manager @ Jira Product Discovery


Tags: cloud

jira-software

jira-software-cloud
Error 21216 in 'Voice' notification
Asked by William Butt:

Hello,

When adding a phone number to the 'Voice' section within the notifications, we are getting this when attempting to test...

Ch1-21216 Account not allowed to call phone number![2023-09-13_07h28_33.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/280387i09AD2B55BD635BEC/image-dimensions/312x172?v=v2 "2023-09-13_07h28_33.jpg")

Anybody have any idea on what this means? The phone number is for Hungary.

After about a few seconds, you get an email with the following

--------------------------------------------------------------------------------

*We disabled the contact method below:*

*Method: Voice, Contact: {phone #}, Reason: \[Ch1-21216\] Account not allowed to call phone number*

*Phone and SMS delivery problems often occur due to the wrong phone number in the profile. Please verify the phone number and make sure the international code has been entered.*

--------------------------------------------------------------------------------

The number entered does work for the 'SMS' portion but not the 'Voice'.


Answers:
author: Shashwat Khare
body: Hello [@William Butt](/t5/user/viewprofilepage/user-id/4345528) ,  

Yes, this error is usually shown when either your account plan doesn't support voice notifications for the country code's number or they're supported post the end of your trial plan.  

Additionally, if the above doesn't qualify for your account, then it could be an issue on our end and I'd request you to please log an email ticket with us using [this link](https://support.atlassian.com/contact/) to investigate this further.  

Best,  
Shashwat
Cannot filter by votes?
Asked by Tom Haapanen:

Really? Do I need to manually tag each item that was voted on so that I can reduce the number of ideas on the list?

We currently have 170 ideas entered and 72 of them have votes in the current round.


Answers:
author: Bill Sheboy
body: Hi [@Tom Haapanen](/t5/user/viewprofilepage/user-id/5281403)

Filtering by a vote field is not possible yet. Please see this other question for some work-arounds: <https://community.atlassian.com/t5/Jira-Product-Discovery/Filter-by-votes/m-p/2386546>

Kind regards,  
Bill

comments: author: Tom Haapanen
body: Thanks [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) .


author: Nick H
body: Hi [@Tom Haapanen](/t5/user/viewprofilepage/user-id/5281403) ,

As already mentioned, it's not possible to filter by votes at this time. We'll get some sort of feature request entered with engineering.

But you can at least sort this field in ascending or descending order - so hopefully that somewhat helps:

![votes1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/296197iE761B7506BFA91DE/image-size/large?v=v2&px=999 "votes1.jpg")


author: Ivan Ferreira
body: Hello Tom. I haven't tested myself, but I think that William Sheboy answer [here](https://community.atlassian.com/t5/Jira-Product-Discovery-questions/Cannot-filter-by-votes/qaq-p/2555484?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_question&utm_content=topic) is interesting.

*How about a work-around?*

* *Add a custom Number field: Last Vote Count*
* *Add an automation rule to...*
* *Trigger on issue edit*
* *Check condition of issue.voters.size does not equal the custom field, Last Vote Count*
* *Then do your actions, **and** update the Last Vote Count*

Maybe with a little tweak of this automation, or a formula field based on votes, you can change a custom field that can classify ideas by some range of vote count. Use this classification as the grouping field in a view.

comments: author: Tom Haapanen
body: It's good as far as workarounds go. Hope to see some improvement from Atlassian to remove the need to resort to workarounds.
HIPAA Compliance in Opsgenie
Asked by Frank Drago:

Since merging our legacy Opsgenie account with our Enterprise JSM, we've noticed a new toggle in General\&Settings: ++HIPAA Compliance - send compliant Opsgenie notifications to your users.++ Currently enabled.

However I can't find any documentation as to what that toggle does (or doesn't do). Does anyone have info to share?


Answers:
author: Skyler Ataide
body: Hi there Frank!

Enabling the ***HIPAA Compliance - send compliant Opsgenie notifications to your users*** setting will remove all personal information and user generated content from alert notifications. User generated content includes data that you and your team provide in open text fields, such as Alert Descriptions, Responders, Details, Tags, etc. The screenshot below, for example, shows what an email alert notification would look like with the HIPPA Compliance option turned off versus with this option turned on:

![HIPPA_Opsgenie.png](https://community.atlassian.com/t5/image/serverpage/image-id/280767i2C8D309E8B1442D7/image-size/large?v=v2&px=999 "HIPPA_Opsgenie.png")

Hope this helps, please let me know if you have further questions on this!


author: John M
body: Hi [@Frank Drago](/t5/user/viewprofilepage/user-id/5238740) ,

The 'HIPAA compliance' toggle forces your account to send HIPAA-compliant Opsgenie notifications to your users (removing sensitive data in compliance with the HIPPA standard). This includes email, voice, SMS, and push notifications. You can read more about Atlassian HIPPA compliance here:

<https://www.atlassian.com/trust/compliance/resources/hipaa>


Tags: cloud
Can I get a list of on-call people for a selected month with their time spent on on-call?
Asked by Marcel Sarva?:

Hi all,

I am playing with Postman and Opsgenie. I configured the link between them and I am getting some results.

I wonder if there is a way to show a list of people on oncall during a selected month with the time they spent on the oncall (preferably divide it if that was just standby or real oncall)? Or if it is not possible through Postman, is there any other way to get this report?

I tried also analytics directly in Opsgenie, but that is giving me just partial information...

Thank you for any idea


Answers:
author: Rafael Meira
body: Hello [@Marcel Sarva?](/t5/user/viewprofilepage/user-id/5292849)   
Happy to help!  

We do have an API that you could pull data from - <https://docs.opsgenie.com/docs/who-is-on-call-api>   

On the Opsgenie IU, under analytics, you would find a few reports, but nothing like the one available from the API above.  

Let me know if you have any questions.  

Best,  
Rafa

comments: author: Marcel Sarva?
body: Hi,

First of all, thank you for the reply...

Unfortunately, I tried all the above and I can not get wanted results. From API I can pull different data but not a list between dates with the time spent oncall. Under analytics I created an almost suitable representation of what I need, I am also getting monthly reports, but still not fully satisfied.

The analytics report is the closest to what I need. I can list users that were oncall during the previous month, I can set business hours and off hours, and get a monthly notification...but it is still showing just the "standby" part of it... The best would be If I could divide the whole time spent on oncall into three sections and give them a special rate afterward. Also, it would be nice to see weekend hours separately, so maybe all this would be a nice feature request, on how to enhance the analytics.

Ok thank you, it seems there is no other way to achieve what I want to see, at least now.


author: Rafael Meira
body: [@Marcel Sarva?](/t5/user/viewprofilepage/user-id/5292849) Hey!  

Thank you for your feedback and suggestions on how to enhance the analytics feature in Opsgenie. I can create a Feature Request from your feedback in case you would want.

While it's not possible to get the exact analysis you're looking for via the current API or UI, you might be able to achieve what you're looking for by exporting the raw data and processing it separately.

For example, you could use the "Get On-Call" API to get a list of all users on-call during a specific time frame, then use the "Get Alert" API to get the details of each alert during that time frame, including the on-call duration. From there, you could write a script to process and categorize the data as needed. Unfortunately, since this is not done from our side we offer the documentation. Let me know if you get any errors that I could assist in solving.

I understand this is not an ideal solution, but it might be a viable workaround.  

<br />

Best,  
Rafa


Tags: cloud
How can I grant access to view all alerts but only modify those from the user's team?
Asked by Guilherme Nicolosi:

I created a role for users with expanded access. I want them to be able to see alerts from all teams and have edit only admin rights but I don't want them to be able to modify other teams alerts. Is that possible?


Answers:
author: Shivam Naik
body: Hi [@Guilherme Nicolosi](/t5/user/viewprofilepage/user-id/5233518) ,

Happy to help!

You can grant those custom roles "read only" Admin right, and that will still allow you to select "See All Alert" in the permissions:  

![Opsgenie_-_Users2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/280302i452D368A2DFFA02E/image-size/large?v=v2&px=999 "Opsgenie_-_Users2.jpg")

Please let me know if that helps!

comments: author: Guilherme Nicolosi
body: Yes, I am able to grant access to seeing all alerts. The problem is that with that, comes the ability of acking and closing all alerts. I want them to be able to have "read only" access to all alerts except those of the user's teams. Let's say I have a user that part of the Network team - I want him to be able to manage alerts assigned to that team and see alerts assigned to the Infrastructure team, but not manage them.

That way we can provide visibility (let users know of other issues potentially affecting shared infrastructure) and have better governance of the alerts by not allowing users to manage alerts outside of their team


author: Guilherme Nicolosi
body: [@Shivam Naik](/t5/user/viewprofilepage/user-id/3915058) , it seems that the restriction is that the alert action permissions seem to be applied to all visible alerts, according to the documentation:  
<https://support.atlassian.com/opsgenie/docs/learn-user-roles-and-permissions/>

I couldn't find a way to restrict edit rights to alerts assigned to the user's team.


author: Shivam Naik
body: Hi [@Guilherme Nicolosi](/t5/user/viewprofilepage/user-id/5233518)

Thank you for the clarification, that is correct, when you select "See All Alerts", that refers to site-wide, there isn't a way to restrict that to Team-only alerts. You could grant that user the role of "Team Admin" on their respective team to allow them to see all of that Team's alerts and action on them as needed. But there isn't a way to create a site-wide custom role allowing them to see all alerts site-wide with a restriction on action to just their teams. The Admin Custom Role is an Admin for the entire site, so action would be allowed via that. If the focus is on allowing them to see all alerts for their own team and only be able to action on those, then using the "Team Admin" role in the members section of their Team might be the best way to go.

I would also recommend opening a Support ticket with us so that we can create a Feature Request for this and tie it to your account for future updates since the functionality you're looking for in Custom Roles isn't currently possible.

Please let me know if you have any follow up questions


Tags: cloud
How to see on call schedules looking back past April 2023
Asked by IT Service Account:

How can I find historical on call schedues


Answers:
author: Egor
body: Hello There,  

Thanks for reaching out to Atlassian Community!  

What you can do to see who was on call back in April is to go to your Opsgenie account \> Analytics \> On Call Reports.   

From there, you can select the needed month and then get the data.   

I hope this helps.

Best Regards,  
Egor


Tags: cloud
Cannot Set an Admin User
Asked by Evan Cook:

hi there, something seems very broken with our Ops Genie accounts

we have one Ops Genie team configured with four "User" members (i.e. no admins) - I am working with a coworker who is an Organization Admin, but they cannot access Ops Genie at all - any attempt just redirects them here <https://parallellearning.app.opsgenie.com/auth/login?type=sso>, which prompts for a password that they do not have b/c we've all been using SSO - attempting to password reset does nothing - this is admin is not a member of any Ops Genie team, nor is there any apparent way of making them one

we've poked around Atlassian Admin for a while now looking for some way to make one of these users an admin (it has to be possible - i.e. <https://support.atlassian.com/opsgenie/docs/learn-user-roles-and-permissions/>) but have not had any luck, all the select dropdowns only offer "User" to be selected

has anyone experienced this issue or have any ideas to get our site unstuck?


Answers:
author: John M
body: Hi [@Evan Cook](/t5/user/viewprofilepage/user-id/5311346)

It looks like the 'parallellearning' Opsgenie account is on the free version which only allows up to 5 users.

Any users beyond the 5th user would not be able to access the account until the subscription was first updated to a plan with a higher user count. The user with the "owner" role would be the person who has access to make that change from within Opsgenie under Settings \>\> Subscription.

You are correct that from the Atlassian admin screen, you can only add new users with the "user" role, but not "Admins." making users Admin users must be done from within Opsgenie.

comments: author: Evan Cook
body: hi john, thanks for the response! the issue is that we don't actually have an active "owner" on the account - our eng director who it likely was left the team several months ago and they never transitioned that role over to an active member


author: John M
body: [@Evan Cook](/t5/user/viewprofilepage/user-id/5311346) No worries! In that case, please have the site admin [contact support](https://support.atlassian.com/contact/) and we can add them as an Opsgenie account owner.


Tags: cloud
How to Search and Sort OpsGenie Alerts by Severity?
Asked by Shubham Mahajan:

I'm using OpsGenie for alert management, and I want to search for alerts and have them sorted by severity levels in the order of P1, P2, P3, P4, and P5.

Is there a straightforward way to construct a query to search for alerts based on their severity levels, and is it possible to sort the search results in this specific order within OpsGenie?

Your insights and advice on how to achieve this would be highly appreciated. Thank you!


Answers:
author: Shashwat Khare
body: Hello [@Shubham Mahajan](/t5/user/viewprofilepage/user-id/5307554) ,  

Yes, you can use the query "priority: P1/P2/P3/P4/P5" in the Opsgenie search bar for filtering out the respective priority alerts in Opsgenie.  

You can use the **field:value** combination with most of the alert fields.  

Here's the [document link](https://support.atlassian.com/opsgenie/docs/search-queries-for-alerts/) for how search queries for Alerts work in Opsgenie.  

We currently support sorting of alerts only by the Created \& Occured timestamp values, and sorting by priority is not yet supported, unfortunately.  

I hope this helps answer your query, wish you a great day ahead! :)  

Best,  
Shashwat


author: Shubham Mahajan
body: I appreciate your assistance, [@Shashwat Khare](/t5/user/viewprofilepage/user-id/5070894) . Your clarification has cleared up my doubts.

comments: author: Shashwat Khare
body: [@Shubham Mahajan](/t5/user/viewprofilepage/user-id/5307554) I'm glad I could help :)
Analytics Report Schedule created by other user
Asked by Anders ?sterholm:

We have set up a rather extensive series of scheduled reports going out each month, reaching both internal and external stakeholders. Unfortunately these schedules were set up by a single user, who has now sadly left the company.   
I have been able to find the two schedules that I myself created, but I cannot seem to access any others. I am listed as "Owner" for the project, so it shouldn't be a permission issue. Hopefully it's just a case of me "clicking the wrong thing".

Backstory over, now the actual question:  
How can I access Analytics report schedules created by another user?


Answers:
author: Animesh Singh
body: Hello there,

Thank you for reaching out to Atlassian. I hope you have a great day!

In order to get the information for each and every scheduled delivery of reports by navigating to the Analytics section of the specific report type sent to your email(Alert MTTA/R or Alert Analytics or Monthly overview) and on the same page you can click on the 3 vertical dots on the right mid-top corner and click on Scheduled delivery as described in the screenshot below.

![community.png](https://community.atlassian.com/t5/image/serverpage/image-id/278732i8539FE46412D227C/image-size/large?v=v2&px=999 "community.png")

You can here on select Scheduled delivery and find all the delivery scheduled. I have tested and confirmed this at my end by creating a user and then creating the schedules using the new user's account. I have then logged in as the \*Owner\* user and by referencing the method I have listed above, I am able to view all the schedules created on my OpsGenie instance.

I hope this helps and have an amazing day ahead!

Best Regards,

Animesh

Cloud Support Engineer

comments: author: Anders ?sterholm
body: Hi Animesh!

Thank you for the speedy response!  

I've tried the method you suggested, both before and after reading your reply, and for some unknown reason it doesn't work.  
I asked another Owner to try to locate schedules created by me, and they were also unsuccessful.  
I can see my own schedules, others cannot. I also cannot see other users' schedules.  
Could it have something to do with Standard vs Enterprise?


author: Animesh Singh
body: Hello Again,

Greetings!

Thank you for writing back to us. This would require a further deep dive to understand the cause for this issue, As you are looking for the delivered reports on the right OpsGenie instance, please open a ticket at <https://support.atlassian.com/contact/> with the OpsGenie instance's information so we can assist you better.

Thank you and have a wonderful day ahead!

Best Regards,  
Animesh  
Cloud Support Engineer


Tags: cloud
Opsgenie as ITSM Tool
Asked by craig_ross:

Can you use Opsgenie as an ITSM Tool? I see you can do incidents but can it do Service Requests, asset management etc. I don't believe it can.


Answers:
author: Charlie Misonne
body: Hi!

No OpsGenie is not an full ITSM tool on its own. The main focus in alerting and on-call management. It does not have a portal where users can raise requests, no SLAs, etc.  
The incidents in OpsGenie are good for internal usage when you link alerts with incidents. But if you want to serve a user base you should use Jira Service Management.

You can combine OpsGenie with Jira Service Management. OpsGenie is included in JSM premium plans for this.

A company I work at uses OpsGenie for alerting and JSM for incidents, service requests, problems, changes etc.
Basic question : Opsgenie configuration
Asked by Vijayan Rajasekaran:

Very new to Opsgenie. But have heard good stuff.

When an Incident is created as P1, I need to create an alert that:

1. Emails specific users about the incident, JIRA #, Subject and some addl fields...

2. Creates a unique MS Teams meeting and sends the invite to the specific users.

3. Calls them based on their profile phone numbers.

Is this doable?

Thanks in advance for the help!


Answers:
author: Chernov, Dmitriy
body: For creating unique MS Teams meeting and sending invite to specific users you need use ICC (Incident Command Center) in Opsgenie. But as i know - MS Teams still not supported this. You can vote here for prioritise this feature: <https://jira.atlassian.com/browse/OPSGENIE-37>


author: Fabian Lim
body: Hi [@Vijayan Rajasekaran](/t5/user/viewprofilepage/user-id/5304461)

Welcome to the community!

Is the incident being created in Opsgenie or are you using JSM?

If it's coming from JSM, yes you can do all three. There are a bunch of integrations you can use with JSM. Link: <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management-cloud/>

If you are using it standalone, the incidents usually get created after an alert is created and there is an out of the box automation for it. details: <https://support.atlassian.com/opsgenie/docs/automatically-create-an-incident-via-incident-rules/>

I hope this helps.

Regards,

Fabian