youngmon/atlassian-qna huggingface dataset:
Copiar formulario de Sandbox a otra instancia
Asked by Allan Rene Trujillo:

hola buen d?a, alguien me puede apoyar, tengo un formulario en Sandbox y deseo replicarlo o copiarlo a otra instancia, en este caso seria a Producci?n, alguien me puede apoyar dici?ndome como lo hago

muchas gracias de antemano

saludos


Answers:
author: Samuel Gatica
body: Hola [@Allan Rene Trujillo](/t5/user/viewprofilepage/user-id/5487422)

Actualmente no existe un m?todo espec?fico para copiar datos de un entorno sandbox a su instancia de producci?n. Esta sugerencia tiene ese requerimiento en estudio por el momento [Ability to push data from sandbox to production](https://jira.atlassian.com/browse/CLOUD-11150)

La ?nica opci?n disponible en este momento es recrear el formulario de manera manual.

Saludos

Sam

comments: author: Allan Rene Trujillo
body: muchas gracias por el dato Samuel

saludos


Tags: cloud

jira-service-management

jira-service-management-cloud
I am using the SCRUM Template and it has been in a loop since.
Asked by Alexis Normandia:

Ever since I installed the SCRUM template, it has gone into an eternal loop. The only way I can stop the loop is by selecting the Help icon and have the Help page that pops up on the righthand side of the project page open all the time. Even though I don't think this is an issue for the community, the system does not provide me with a means to contact support, since I am running on a Free Plan.


Answers:
author: Josh Costella
body: Hi [@Alexis Normandia](/t5/user/viewprofilepage/user-id/5577070)

I requested Atlassian Support to take a look at this post. It will take a couple days though. Have you tried clearing cache and restarting?

comments: author: Alexis Normandia
body: I appreciate your help Josh. Take care.


author: Alexis Normandia
body: I just tried clearing the cache now with no result. Thx


author: Andy Heinzer
body: Hi [@Alexis Normandia](/t5/user/viewprofilepage/user-id/5577070)

I don't see a clear reason for this behavior, but I created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1035064> so that our team can take a closer look at your Cloud environment.

Andy


author: Laurie Sciutti
body: Interesting. Have you tried another browser (Chrome, Edge...), [@Alexis Normandia](/t5/user/viewprofilepage/user-id/5577070)


Tags: cloud

jira-service-management

jira-service-management-cloud
Looking for way to keep customers active
Asked by Nate Dickinson:

I am trying to solve for a recurring issue where customers are automatically being removed from the project that I work on due to inactivity. So for example, I have a customer who created a ticket \>30 days ago. I'm guessing here, so please correct me if this is off, that customer then gets put into an inactive status, and then IT removes them manually or automatically from the project. There are several problems here, I'll just name a few:

1. When a client does need support in the future their account cannot be reactivated without admin support.
2. Clients cannot use the ticketing system until their account is restored
3. Ability to communicate with a client over Jira Service Management is broken until their account is restored.
4. Oddly enough the solution here is to make sure that a client has regular support requests in order for them to actively keep their account active.

How do admins keep the Jira Service Management customer base from going inactive? Is there anything I can do or suggest to IT that will keep the customer base active?

Thank you,

-Nate


Answers:
author: Trudy Claspill
body: Hello [@Nate Dickinson](/t5/user/viewprofilepage/user-id/4561666)

The deactivation/removal of Customer accounts is not something that JSM Cloud does automatically.

You should start by consulting with your Jira Administrators to find out if they have put some process in place to identify inactive customers and remove them.


Tags: cloud

jira-service-management

jira-service-management-cloud
Component to generate tickets from emails
Asked by Usuario Incidencias MPR:

We are facing a problem using the mail handlers, since when a user sends an email to an issue to leave their comment, it does not leave the information of who triggered it. This is important because many times they authorize or approve through an email and if they do not leave their name or signature in the email, it is not possible to know who left that comment.


Answers:
author: Evelyn Harder
body: Custom Mail Handlers or Plugins may be helpful for you.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
JSM Email Request - Reply All option
Asked by Vignesh Jayagopal:

Hello,

We have integrated our HR email box with JSM project where all emails sent to that emailbox will be created as JIRA tickets.

In Some emails, employees will cc the managers and send the emails, those cc persons will be added in the request participant field.

In some cases, the agent have to reply only to the customer directly and in some more cases agent has to reply to all the persons in the request participant field.

Below is our customer notification for Public comment. If i add "Customers Involved" value in below, all the replies goto all the request participants for all the requests.

Is there any way where the agent can define which replies should goto the customer alone and which replies should goto request participants?

![1.png](/t5/image/serverpage/image-id/343878iE84B11AE2503CAD0/image-size/large?v=v2&px=999 "1.png")  


Answers:
author: Samuel Gatica
body: Hi [@Vignesh Jayagopal](/t5/user/viewprofilepage/user-id/4267947)

In Jira Service Management (JSM), when handling customer notifications, especially with multiple request participants, the default settings may not allow agents to selectively decide who receives a notification based on public comment. However, there are a few strategies that help with your needs, such as:

* Automation for Selective Notifications: Set up Jira Automation rules to customize notifications based on certain conditions (e.g., if a particular label is added, only certain participants are notified). However, this may require complex rules and careful configuration.
* Manually Adjust Notifications:  
  Custom Notifications: The agent can manually adjust the recipients by temporarily editing the customer notification settings, though this is less practical on a ticket-by-ticket basis.

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
Required ResolvedBy Name and Resolution Comments in JIRA customer notification
Asked by Muhammad Ali Khan:

Dear Community Members,

I want to fetch "ResolvedBy" and "Resolution Comments" in JIRA automated email that will be sent to customers when their reported issues are resolved.

I am using DataCenter version and have already configured "ResolvedBy" field through automation but now I want this field to be configured in customer notifications.


Answers:
author: Ciara TN
body: Hi Muhammad,

Welcome to the Atlassian Community.

Your tags say cloud but you mention DataCenter but I believe the same 'rules' apply and only the following options are available to be added to customer notifications:

<https://confluence.atlassian.com/servicemanagementserver/managing-service-project-notifications-939926348.html#Managingserviceprojectnotifications-variables>  

-Ciara


Tags: cloud

jira-service-management

jira-service-management-cloud
How to display notification on browser with automation rules
Asked by YVOZ Arnaud:

Hello everyone

I have created automation rules to clone tickets.

When the rule runs, a notification appears on the screen with the message "Your automation is in progress".

Is it possible at the end of the rule to display a second notification with a message indicating the ticket number created "Ticket XXXX created" (in the same way as the notifications that appear when you clone a ticket natively)?

thank you


Answers:
author: Samuel Gatica
body: Hi [@YVOZ Arnaud](/t5/user/viewprofilepage/user-id/5576901)

Welcome to the community!

While Jira Automation doesn't natively support displaying a custom notification directly to the user at the end of a rule, you can achieve something similar with a workaround by sending a custom email notification or using a webhook to trigger a notification system.

Hope this helps!

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
Lista de clientes externos para Proyecto
Asked by Noeli Fusco:

Hola! Estoy analizando el armado de un proyecto nuevo, en el cual busco, que puedan cargar tickets tanto los usuarios internos de la empresa, como una lista extensa de clientes externos, a los cuales pretendo invitar desde el proyecto de forma masiva. Esto me genera dos preguntas:

1- Se puede generar una lista de correos electr?nicos con los, aproximadamente 9000 clientes externos, para cargar de forma masiva en Jira Service Management, por ejemplo mediante CSV, c?mo ser?a eso?

2- Ese listado de correos hay alguna forma de mantenerlo actualizado, cuando se incorporan nuevos correos o se deben eliminar algunos? como para simplificar el trabajo manual de mantenimiento.

Gracias!


Answers:
author: Samuel Gatica
body: Hola [@Noeli Fusco](/t5/user/viewprofilepage/user-id/4803761)

Lamentablemente, no existe con un proceso para la creaci?n masiva de clientes. Esta informaci?n est? detallada en el siguiente documento: [Add customers in bulk to your service project](https://support.atlassian.com/jira-service-management-cloud/docs/add-customers-in-bulk-to-your-service-project/) se encuentra abierta una sugerencia en el siguiente link [Bulk Import Customers from External File](https://jira.atlassian.com/browse/JSDCLOUD-1829)

Una opci?n ser?a utilizar la [API](https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#jira-cloud-platform-apis) para desarrollar un script que permita leer el archivo CSV y crear los usuarios de manera automatizada.

Saludos

Sam

comments: author: Noeli Fusco
body: Gracias Samuel por la info, ya hab?a le?do justamente esa documentaci?n de Atlassian, pero esperemos sea algo que se resuelva pronto, ya que ser?a una buena alternativa.

Saludos!


Tags: clients

cloud

external-clients

jira-service-management

jira-service-management-cloud
Jira and JSM
Asked by Maahshid Vaziri:

Hello everyone,  
I just joined a company that uses Jira Software and Jira Service Management. However, it seems like they are working independently from each other. Is this possible? Even the username and password I use for Jira Software are different from those for Jira Service Management.  
Although I have admin access, I can't see all the projects within Service Management. Does anyone have a solution for what I can do without causing any damage to the existing setups?  
Many thanks for your helps.


Answers:
author: Samuel Gatica
body: Hi [@Maahshid Vaziri](/t5/user/viewprofilepage/user-id/4975727)

Welcome to the Community!

It sounds like your company might be using separate instances for Jira Software and Jira Service Management, which would explain the different usernames, passwords, and the fact that you can't see all the projects within Service Management. Here are a few steps you can take to address this:

#### Confirm Separate Instances: {#toc-hId-352316410}

Verify if Jira Software and Jira Service Management are indeed running on separate instances. You can do this by checking the URL of each instance. If they are different, then they are separate instances.

#### User Management and Permissions: {#toc-hId--1455138053}

If they are separate instances, you'll need to manage your user access independently. Ensure you have the correct admin permissions in both instances. If you don't see all projects, you might need to request additional permissions from the administrator of the Jira Service Management instance.

#### Instance Integration: {#toc-hId-1032374780}

If you want Jira Software and Jira Service Management to work together more seamlessly, you might consider integrating the two instances. This can be done using Atlassian Access or similar tools that unify user management across instances.

#### Access to Projects: {#toc-hId--775079683}

As an admin, you should be able to view and manage project permissions. Ensure that your user group or role has the appropriate permissions to view all projects. If you're still having issues, consult with another admin to ensure there aren't any specific restrictions in place.

Hope this helps!

Best regards

Sam

comments: author: Maahshid Vaziri
body: Dear [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) , Many thanks for your help, you are right, you solved it :)


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-software
Tickets in advance automation
Asked by Luis Andino Rodriguez:

I would like to be able to notify customers by auto commenting on the issue the amount of tickets that are currently ahead of them. The goal is to help users realise where they are currently in the queue. Is there a way to achieve this with automation?


Answers:
author: Walter Buggenhout
body: Hi [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614),

I am not sure if that would help in any way. How would you know if these tickets are big or small? What does it say about the number of people in your organisation working on tickets and how fast they progress? What happens if other, high impact/priority tickets are raised after you communicate with your customer that your team must take first?

I believe your intention to inform the customer of expected resolution time is very noble. But why don't you use SLA's and a priority system to communicate the normal resolution time instead? I think it is much more informative if you tell your customer you normally resolve a high priority ticket within 8 business hours, rather than telling him/her there are 17 tickets waiting before it's his/her turn.

Hope this helps!


author: Mark Higgins
body: Hi [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614)

Unfortunately No, that's not a function, although I've oftern wondered why?

Being an OLD SQL DBA, using select count(\*) from table where column = X was always useful.

[@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) does make a very good point, in that instead of saying there are X number of items in front of you, you can say that your ticket has been assigned a priority of X and that we will respond within Y, and you can expect a resolution within Z hours / days.

Cheers

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
About Jira Service Management Plan
Asked by Ozan CANAY:

Hi,   

We notices that we use "Jira Service Management-Premium" since March 2023.   

Bur we did'nt remember that's why? Can you tell that whisch user changed our Jira Service Management plan Standart to Premium in March 2023.  

Best Regards,


Answers:
author: Dan Breyen
body: Hi [@Ozan CANAY](/t5/user/viewprofilepage/user-id/3641713) welcome to the community. You may want to open a ticket with[Atlassian Support](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/) and choose their 'Billing, Payments \& Pricing for this question.

They are better suited to handle your question.


Tags: cloud

jira-service-management

jira-service-management-cloud
REMOVING CLIENTS
Asked by Fadil Misel:

I am trying to remove the old clients so they won't appear in Raise this request on behalf of section when creating a ticket.   

I've deleted the users from DIRECTORY - CUSTOMERS section but when I go to create a new ticket, those deleted clients names still appear there.

Could you please advise ?


Answers:
author: Nikola Perisic
body: Welcome [@Fadil Misel](/t5/user/viewprofilepage/user-id/5461470) , best practise is to deactivate the users. You would need to navigate to user management and deactivate your clients from there.

* Go to Settings \> User Management
* Find all of the clients that you need to deactivate
* Toggle off the Access to this site


Tags: cloud

jira-service-management

jira-service-management-cloud
Impossible opening the links of the tickets
Asked by Stefano Zaratin:

Today I came back from my holidays and If I try to open a link to a ticket this error message appears.

I didn't change anything to the configurations, but it's impossible working on any ticket.

Anyone can help me?

![Screenshot 2024-08-26 151920.png](/t5/image/serverpage/image-id/343830i4B610D869B4B4C2D/image-size/large?v=v2&px=999 "Screenshot 2024-08-26 151920.png")


Answers:
author: Stefano Zaratin
body: I AM the Jira admin!

comments: author: Aaron Pavez _ServiceRocket_
body: Hi!

Do you have access to the project settings?

Can you go to the permissions tab?

Check if your user/group/role is there.

Regards


author: Stefano Zaratin
body: Yes, i do. I can modify everything. It just doesn't visualize the content of the tickets when I (or other agents) click on them.


author: Rick Westbrock
body: The image looks like it might be a Jira Service Management project in which case you need a JSM license and you must be in the Service Desk Team project role in order to view tickets. Since you are a Jira Admin you should be able to check the People settings of the project to see if you are in the required project role.

If other agents are impacted then maybe someone removed a group from this project role.


author: Aaron Pavez _ServiceRocket_
body: Hi [@Stefano Zaratin](/t5/user/viewprofilepage/user-id/5329094)

It might seem like a permission issue. Reach out to your Jira admin to check your user permissions.

regards


Tags: cloud

jira-service-management

jira-service-management-cloud
Atlassian Certified Associate - ITSM with Jira Service Management Foundations exam
Asked by Debanjan Banerjee:

Hi,

I am interested in giving ITSM with Jira Service Management Foundations certification. Can someone help me with the required details/ study materials for this. Are the links and resources in the Atlassian enough for the preparation?


Answers:
author: Ravina
body: Hi [@Debanjan Banerjee](/t5/user/viewprofilepage/user-id/5576658) Welcome to the Atlassian community,

As this is a foundations exam so below resources are more than enough to appear for the exam along with some practice on the test instance for better understanding of the concepts.

<https://university.atlassian.com/student/page/1789012-atlassian-certified-associate-itsm-with-jira-service-management-foundations-exam-details>

The below three free training courses are enough for basic to intermediate understanding and if you want to deep dive then check out the official documentation as well.

<https://university.atlassian.com/student/activity/1907947-prepare-for-the-itsm-with-jira-service-management-foundations-certification>

### Discover IT service management (ITSM) {#toc-hId--2145703248}

<https://support.atlassian.com/jira-service-management-cloud/resources/>

comments: author: Debanjan Banerjee
body: Thank you. This is very much helpful.


author: Ravina
body: [@Debanjan Banerjee](/t5/user/viewprofilepage/user-id/5576658) Please accept the answer if it helps


Tags: jira-service-management

jira-service-management-unknown-hosting-type

unknown-hosting-type
Are Confluence users - payed users? If i remove a user from Agent role but keep his access to Conf
Asked by Vera Valshonok:

Hi, I am trying to undrstand

Are Confluence users - payed users? If i remove a user from Agent role but keep his access to Confluence will we pay for these users and can we give access to confuence to all or just agents?


Answers:
author: John Funk
body: Hi Vera,

Atlassian offers many products - each of which usually require a license for that product. Jira Service Management and Confluence are separate products, and therefore, require separate licenses.

However, in this case, depending on the agent's use/need of Confluence, they might be added as a guest at no license cost.

comments: author: Vera Valshonok
body: Thanks


author: John Funk
body: You are welcome.


author: Nikola Perisic
body: Hello [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

Confluence users do indeed take the license seat. However, Confluence guests are free (Atlassian has announced that even for guests the licenses will be charged for them).

If you leave them the Confluence user license, the charging will be applied.

comments: author: Vera Valshonok
body: Thanks!


author: Nikola Perisic
body: No problem!


author: Susan Waldrip
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176) , Thanks for responding to this question. I had not heard that Atlassian will start charging licenses for guests -- would you please post a link to this info?


author: Nikola Perisic
body: It was like an unofficial announcment. Sadly, I don't have the link. Maybe it was a wrong info. BUt for now, you do not have to worry.


author: Susan Waldrip
body: OK, thank you [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176) , I appreciate the info and quick response. ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service Management - certain reporters unable to re open tickets (Automation)
Asked by Danielle David:

Hello,  
I hope to maintain the current workflow in our Jira Service Management without making significant changes. However, I am interested in creating an automation rule. The rule should ensure that when a ticket is marked as resolved and the sender is a specific user (let's say 'xxxxx'), the ticket should not reopen even if there is a subsequent reply from them. Essentially, once resolved, tickets from this particular sender should transition directly to 'Closed' status, as we are not looking to reopen tickets once they are in 'Closed' status.  
To clarify our current setup: after a ticket is resolved, it can be reopened either by an agent or through a customer reply. If there is no activity for 7 days, the ticket automatically transitions to 'Closed' status and cannot be reopened.  
I'd like to keep our existing rule as is, except that I want to prevent reopening tickets specifically from the aforementioned sender.


Answers:
author: Cristian IONESCU
body: Hi Danielle.

1. after a ticket is resolved, it can be reopened either by an agent or through a customer reply. If there is no activity for 7 days, the ticket automatically transitions to 'Closed' status and cannot be reopened. (leave this rule as it is)

2. Create a new rule:

When: All comments

Initiator: Issue Reporter

And: Issue matches JQL (eg. status= Resolved)

Then: Transition the issue to: Open (Here you need to have the transition/s created on your workflow)

![auto.png](https://community.atlassian.com/t5/image/serverpage/image-id/343759iE4DFECE1A00DBE91/image-size/large?v=v2&px=999 "auto.png")

comments: author: Danielle David
body: Thank you this worked :)


author: Dave Mathijs
body: Hi [@Danielle David](/t5/user/viewprofilepage/user-id/4577696) Have a look at the possible workflow conditions:

* User Is In Any Group
* User Is In Any Project Role
* User Is In Custom Field
* User Is In Group
* User Is In Group Custom Field
* User Is In Project Role

Depending on your desired configuration, one of these conditions can be added.


Tags: cloud

jira-service-management

jira-service-management-cloud