youngmon/atlassian-qna huggingface dataset:
SSO plugin (kerberos) for crowd - jira
Asked by Michel KATZ:

Hello,

We are using the appfusion plugin (kerberos) with Jira 5.1.8 and crowd 2.4.0.

I need to migrate to Jira 6 and crowd 2.7,I'm waiting for an update.

Who is using that plugin with Jira 6 and crowd 2.7 ?


Answers:
author: Renjith Pillai
body: Probably you can mail [info@appfusions.com](mailto:info@appfusions.com)

comments: author: Michel KATZ
body: Hello, thanks for your feedback.

Yes, I deed it, but appfusion doesn't reply.

So I'm trying here.


author: Ellen Feaheny (AppFusions)
body: We have deployed to JIRA 6 - I have just written you.

I do not think on Crowd 2.7 yet - only because we have not been requested.

We have been supporting this for 2 yrs - so while we cannot forward state compatibility until we have deployments, we have not yet had a version that we could not support.

Demand dictates this.

SSO is not your normal "plugin" - at all. It is a deployment that depends on your environment and configs for that, and this is not negotiable. We have successfully deployed this authenticator over 80 times, and I can provide referrals - off-line.

We do require that the customer work with us to get it right, and understand the complexity. Not expect plug and play. It is simply not that simple. It is 99% "packaged" however.

Ellen

[info@appfusions.com](mailto:info@appfusions.com)


author: Michel KATZ
body: Who is using this plugin with Jira 6 and crowd 2.7 ?

comments: author: Ed Letifov _TechTime - New Zealand_
body: Michel, you seem to be looking all over the place for the solution. You are using a commercial plugin from a established vendor. They should be the ones to answer your questions.

Have you tried all possible options available here: <http://www.appfusions.com/display/Dashboard/Get+in+Touch> Phone? email? Website form?

I wish I could help you, but if you are attached Kerberous, I can't as we only do NTLM with our [NTLM Authenticator for Jira and Confluence](http://turningright.co.nz/display/TurningRight/NTLM+Authenticator).


author: Michel KATZ
body: Ed,

Thanks a lot for your quick feedback. I've tried emails (5 sinds Juny, and website), I will try phone.


author: Ellen Feaheny (AppFusions)
body: Michal - that is untrue.


Tags: kerberos

sso
Change the Automation for Jirta Profile picture/name that appears
Asked by Logan Alexander:

Hi,

It appears than one of our interns messed up our automation for Jira

profile picture and name when it email people who put in tickets to Jira. Does anyone know how to change it back to the default? I cant find the location to do it as I'm not familiar with Jira settings

![Jira name.png](https://community.atlassian.com/t5/image/serverpage/image-id/337739iF0BBCD8635512F16/image-size/small?v=v2&px=200 "Jira name.png")

Thank you!


Answers:
author: Nadhila Savira
body: Hi Logan,

I'd just like to add to what Christopher has mentioned previously.

You probably want to check your Customer Notifications settings, it has the following options for the Sender Name:

![Screenshot 2024-07-26 at 07.52.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/338069i91DF8F1E357C4239/image-size/large?v=v2&px=999 "Screenshot 2024-07-26 at 07.52.14.png")

For more information, please see [Choose how customer notifications display the sender name.](https://support.atlassian.com/jira-service-management-cloud/docs/choose-how-customer-notifications-display-the-sender-name/)


author: Christopher Yen
body: Hi [@Logan Alexander](/t5/user/viewprofilepage/user-id/5523435)

From the project that is sending out email notifications that you want to edit go to Project Settings and there I would check the **Customer notifications** and **Notifications** settings to see if what you want to edit is in there.

Customer notifications has some settings for the sender name and you can update the email templates

Notifications you can update the sender address

![2024_07_24_15_24_14_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/337756i69D0A4DF34F6124E/image-size/large?v=v2&px=999 "2024_07_24_15_24_14_Window.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Request by email - without creating an Atlassian Account
Asked by marc.rosarian:

Hi guys,  
So here's the situation

We have a open portal with email request enable.

NOTE : we are using the JSM standard mail handler ... it's working fine.

It's working for existing clients.

Expected results : anyone can send an email request which would create a new issue in JIRA

The problem is that when someone (ie **johndoe@gmail.com** ) sends a request to our itservice@abc.com... the log shows the incoming email but with the status "CONDITION PENDING .... "**account validation required**"

Basically the client hasn't yet confirmed his account ..or in other words Atlassian forces him to create a Atlassian account before creating any issues.  

I really want to avoid that. I want the client to be able to raise an issue from the 1st email.. and not going though the whole account creation.   

I searched through the documentation but I can't seem to find the solution. Is it only possible ?

Thank for your help


Answers:
author: Adolfo Casari
body: [@marc.rosarian](/t5/user/viewprofilepage/user-id/5547205)Maybe this can help you,

<https://confluence.atlassian.com/jirakb/enable-automatic-accounts-creation-through-email-requests-1167726016.html>

I guess it's treating **johndoe@gmail.com** as an internal (atlassian) account, it should be external (portal only account).

<https://confluence.atlassian.com/jirakb/incoming-email-status-condition-pending-1167731633.html>

comments: author: marc.rosarian
body: Yes it did help   

Thank you Adolfo


author: Owen Muzonde
body: I need


Tags: cloud

jira-service-management

jira-service-management-cloud
Set a default Jira connection based on Case values?
Asked by Chase Hall:

We have two business units with two support and dev teams and our ServiceRocket Jira app is configured with two different connections. We have a field that would define which connection to use. Instead of always showing the default connection on the Jira visualforce component, can we make it decide which connection to use based on a field value?


Answers:
author: Christopher Yen
body: Can the connection be defined after issue creation? If so, I believe the easiest way would be to use an automation rule of when an issue is created or field is edited\> if field A is a certain value then the edit field which defines connection use = X and then you repeat for each value.

We use a similar method for our routing/assignment rules

![2024-07-24 11_02_37-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/337717iD957F2868E489B08/image-size/large?v=v2&px=999 "2024-07-24 11_02_37-Window.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Can the Object Creation form be dynamic?
Asked by Thomas Laryea IV:

Hello,

I am working to create a database within Assets, and I was curious as to whether or not I can make the object creation form dynamic. For example, say I have an employee filling out their own Employee object and they want to input the projects they've worked on over the years. Can I have it so once they click on a project they worked on (Booker in the example below) the form will ask a follow up question such as how many years they worked on the project, and this is then tied to the attribute?

![Screenshot 2024-07-24 144651.png](https://community.atlassian.com/t5/image/serverpage/image-id/337727i00198739530AA160/image-size/large?v=v2&px=999 "Screenshot 2024-07-24 144651.png")

In the screenshot above this is how I would like it but instead skills it would say years worked on project and then this could be tied to the attribute Booker.

I have the premium version of Assests if this is relevant to the problem.

Please let me know if this makes sense or more clarification is needed!

Thanks!


Answers:
author: Christopher Yen
body: I don't believe Jira asset objects support dynamic fields yet. You can possibly use a Jira Service Management request type using forms to get the dynamic question functionality and have a rule to update the selected object based off the entered values

comments: author: Thomas Laryea IV
body: That sucks, I'll have to give JSM a try. Thank you!


Tags: asset-management

assets

cloud

forms

jira-service-management

jira-service-management-cloud

object
Our Jira Admin left w/out assigning a new one. How do I change our Admin now?
Asked by Kori.C.Jevsevar:

Our Jira Admin left without assigning a new Admin. His email address has been deactivated at our institution. He doesn't remember his Jira password and can't use the recovery tool because he can no longer access that email account to recover the password.

Going through the previous answers on here only leads me to the support page that says only Admins can access IT support or create a service ticket. Our previous Admin can't do that because he can't log into Jira.

I am stuck here and unable to gain access to any support. Please help.


Answers:
author: Jim Knepley - ReleaseTEAM
body: Hi [@Kori.C.Jevsevar](/t5/user/viewprofilepage/user-id/5551755)

[This KB article](https://confluence.atlassian.com/cloudkb/cannot-access-site-admin-account-770802088.html) describes the exact situation you're in, based on your observation that "only Admins can access IT support or create a service ticket" hopefully it isn't outdated.

comments: author: Kori.C.Jevsevar
body: Thank you for you efforts. Your link *looked* like it was going to provide me an avenue to get support, but the links on that page only led me back to the page that tells me I can't receive support if I'm not an Admin.

Thank you for taking time to respond to me.


author: Christopher Yen
body: Hi [@Kori.C.Jevsevar](/t5/user/viewprofilepage/user-id/5551755) ,

Sorry to hear about your situation. Exploring the support options without logging in I believe you can use the general inquiries form and there is an account help dropdown value. Hopefully this can connect you with the right resources to recover your site access.

<br />

<https://www.atlassian.com/company/contact/general-inquiries#/>

![2024-07-24 09_16_33-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/337695i41F38060FDDFB429/image-size/large?v=v2&px=999 "2024-07-24 09_16_33-Window.png")

comments: author: Kori.C.Jevsevar
body: Thank you! This avenue gave me the option of submitting a message when selecting "access issues". The other support page did not give that option (so confusing and frustrating).

Giving this a shot!! Thanks again for taking time to respond.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Restricting the work log upload on an issue results?
Asked by Joan_Rivero:

**Is it possible to restrict the job log load on an issue result?** That is, a user does not charge work hours on the ticket when it is already implemented or resolved.

Thank you very much for your time and support


Answers:
author: Adolfo Casari
body: [@Joan_Rivero](/t5/user/viewprofilepage/user-id/5287544)You want that when a ticket is resolved it must have work logged?

<https://confluence.atlassian.com/jirakb/make-it-mandatory-to-enter-the-time-spent-during-transition-1318891775.html>

comments: author: Joan_Rivero
body: No, what I want is that when the following happens... when the ticket is in a resolved state, users cannot register work (upload work hours) in it.

Thank you very much for your help


author: Adolfo Casari
body: This is for Server/DC, but it should work on Cloud,

<https://confluence.atlassian.com/jirakb/how-to-restrict-log-work-on-a-specific-status-834225982.html>


Tags: jira-service-management

jira-service-management-cloud

jira-software
How can i change the plan from standard to free when the product inactive?
Asked by PMO Alodokter:

I want to change plan my product from "standard" to "free", but my product Inactive, when i click Reactivate**,**the page direct to contact support, so i need create the ticket first?


Answers:
author: shib saha
body: Hi [@PMO Alodokter](/t5/user/viewprofilepage/user-id/5551771) , First thing you need to do is to bring the license consumed less than 10 for Jira product and Confluence, less than 3 for JSM.

Once the licensed count is under free plan, you can change the plan from admin hub, navigating to the manage subscription.

Login to admin Hub(admin.atlassian.com) -\> Billing tab -\> along with the product name, click on the 'manage' -\> it will take you to manage subscription page -\> from here you can change the subscription for the product which is eligible for free plan.

I hope this will help. Thanks!

comments: author: Thao Nguyen
body: Hi [@shib saha](/t5/user/viewprofilepage/user-id/4610701)

My product is under inactive tab now, and it does not have "manage" option to change the plan, it shows only "reactive" option. Do you have any idea on this?

Thank you


author: Thao Nguyen
body: I was able back to free plan for an inactive product.

Luckily, when I chose to create new project, it shows me option to for back to free plan.

Hope this helps


author: Joseph Chung Yin
body: [@PMO Alodokter](/t5/user/viewprofilepage/user-id/5551771)

Welcome to the community. In addition to what Shib stated, you need to keep in mind that some of your users (i.e. JSM Agents or Jira Software users etc) may no longer able to operate within the products like before when your subscription was active.

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud

not-applicable

subscriptions-and-billing
Jira renders HTML/JavaScript in fields leading to XSS
Asked by Gummadi_ SivaSandeep:

Is there any option to block the fields for Incident response Tickets while entering the IPS address and URLS. As i was entering the ip address and Ticket URLS the URL is re-directing to malicious Website.


Answers:
author: Nikola Perisic
body: Welcome [@Gummadi_ SivaSandeep](/t5/user/viewprofilepage/user-id/5551593)

Are you referring to your service management project? And also, report this issue to the Atlassian as well, if it's XSS then it's a security issue.

comments: author: Gummadi_ SivaSandeep
body: yes i am referring to my JIRA-Service management project and XSS is a Security Issue


author: Nikola Perisic
body: You have two options here: either to remove the field causing the security issue or to apply the issue security levels. The first option here is the best, since it is causing a much higher risk.Please report this to Atlassian.


author: Ali Mohammed Afar
body: All service {#toc-hId--351521584}
---------------------------------


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
JSM Portal - configuration for "show more" - visibility issue
Asked by Simon Sahli:

Hello everyone,  

I have a question regarding the JSM customer portal.   
We have a description for a field that needs 4 lines of text to be explained (line for each level).   
The situation in the JSM portal (Cloud) is now that only **two lines are shown** and then to see the rest of the description text the user has to click on ***"Show more..."*** (see attachment).  

Since we want to show the entire description of the field every time for this field I was wondering if there is a way to configure that more lines than two are always shown or at least for some defined fields.  

Thanks in advance for any tip!

Cheers,  
Simon

![showmore.png](https://community.atlassian.com/t5/image/serverpage/image-id/337610iFFDA2490EC098D57/image-size/large?v=v2&px=999 "showmore.png")


Answers:
author: Marc Jason Mutuc
body: Instead of using the description of the field to provide lengthy details, there are other ways to to this.

1. Is putting a Confluence Page link in the description

2. Using another custom field called Message Custom Field (for edit) and Message Custom Field (for view)

Number 2 is usually the better option. Let me know how it goes. Cheers!


author: Nikola Perisic
body: Hello [@Simon Sahli](/t5/user/viewprofilepage/user-id/5214924)

What is in the context values of your custom field?

comments: author: Simon Sahli
body: Hello [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) ,  
it is a "Single list (single choice) field with 4 options:

* Level 1 - Critical issue
* Level 2 - Major issue
* Level 3 - Loss of functionality
* Level 4 - Minimal impact

<br />

And following the "display description" text of severity custom field for the incident request type:  

*\*Level 1\* = Critical Issue occurring on production system preventing business operations. \\\\ \*Level 2\* = Major issue occurring on production system severely impacting business. \\\\ \*Level 3\* = Issue causing a partial or non-critical loss of functionality on production systems. \\\\ \*Level 4\* = Minimal Business Impact*


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud

portal
Favicon issue for External Resources on Portal
Asked by Syed Gillani:

Hello,

We've added two separate external links as external resources on our Jira Service Management Portal.

![Screenshot 2024-07-24 094042.png](/t5/image/serverpage/image-id/337603i1545203DECA73E09/image-size/large?v=v2&px=999 "Screenshot 2024-07-24 094042.png")

Both the Links have identical Favicons however it seems like Jira is picking up the smallest Favicon available. Our webpages creates a set of icons when we add them and it is hard to create an 16x16px icon that looks good when it is enlarged.

We have tried to add an SVG as Favicon, but even with hard reset, Jira doesn't update the icons.

For some reason, Jira fetches 16x16 icon:

```
<img src="https://crosser.io/media/0fddtfjf/crosser-favicon_.png?width=16&amp;height=16" alt="Knowledge">
```

But it enlarge it to 24x24:

```
.bkGroF img { 

height: 24px; 

object-fit: contain; 

}
```

We're wondering if we can do something so that Jira fetches a large icon instead? Like 24x24?


Answers:
author: Bruna Silva
body: Hello [@Syed Gillani](/t5/user/viewprofilepage/user-id/5394375),

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf.

You should have received an email notification confirming this. :)

comments: author: Syed Gillani
body: Thanks Bruna :)


author: Gregory Chavez
body: Hello, [@Syed Gillani](/t5/user/viewprofilepage/user-id/5394375) [destiny mastercard app](https://www.mydestiny-card.com)

You're dealing with a common issue where Jira Service Management is defaulting to the smallest available favicon and then enlarging it, which can lead to poor image quality. Here are a few steps you can take to address this:

Ensure Larger Icons are Available: Make sure your website provides larger favicon sizes (e.g., 24x24, 32x32) in addition to the 16x16 size. This can be done by including multiple icon sizes in your HTML header:

\<link rel="icon" type="image/png" sizes="16x16" href="path/to/favicon-16x16.png"\>  
\<link rel="icon" type="image/png" sizes="24x24" href="path/to/favicon-24x24.png"\>  
\<link rel="icon" type="image/png" sizes="32x32" href="path/to/favicon-32x32.png"\>

Use SVG Format: Since you've already tried using SVG, ensure that the SVG file is correctly referenced and that Jira supports SVG favicons. Sometimes, clearing the browser cache or using a different browser can help in updating the favicon.  
Force Favicon Update: You can try forcing Jira to fetch the larger icon by explicitly setting the favicon size in your CSS:

.bkGroF img {  
height: 24px;  
width: 24px;  
object-fit: contain;  
}

Check Jira Configuration: Verify if there are any specific settings in Jira that might be affecting the favicon size. Sometimes, Jira might have its own caching mechanism that needs to be cleared.  
Browser Cache: Clear your browser cache or try accessing the portal in an incognito window to ensure that the old favicon is not being cached.

I hope this info is helpful to you.

Best Regard,  
Gregory Chavez

comments: author: Syed Gillani
body: Thanks Gregory


Tags: cloud

jira-service-management

jira-service-management-cloud
connection between help center and software project
Asked by Ondrej Holubovsky:

Hi everyone,

How can I add a link to the help center? I would like to have a shortcut from the software project.

I already created a clone rule, but I'm still struggling with the link to the help center and the issues

many thanks for your ideas


Answers:
author: Nikola Perisic
body: Hi [@Ondrej Holubovsky](/t5/user/viewprofilepage/user-id/5540470) do you want to have issues from software project linked to your service management project or to have a shortcut on your software that when clicked it leads to your service management project?

comments: author: Ondrej Holubovsky
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) , the second one.   

I would like to have a link on software, that will get me to the service management project (to the help portal)


author: Nikola Perisic
body: In your service management project, you can create automation rule:

* Trigger - when issue is created
* Clone issue action where you will select the project, issue type and summary -these are all required fields


author: Ondrej Holubovsky
body: I done that, now every time I create ticket in service management, similar ticket is created in software project.  

Unfortinetly I'm not able make link between tickets and add link to help center


author: Cristian IONESCU
body: Hi Ondrej,

Try to use "Create new issue" not "Clone".  
Also when you are creating the automation please ensure that "Linked issue" is selected.  
Please see my photo attached.![linked.png](https://community.atlassian.com/t5/image/serverpage/image-id/337862i1A5E37F3497927F3/image-size/large?v=v2&px=999 "linked.png")


author: shib saha
body: Hi [@Ondrej Holubovsky](/t5/user/viewprofilepage/user-id/5540470) , In the help Center you can paste the link for its accessibility form portal.

If you are referring to linking a service request from service project to issue in a software project that you can do using the linked issue feature.

Please let me know if the provided solution is feasible for you or you need anything else. Thanks

comments: author: Ondrej Holubovsky
body: [@shib saha](/t5/user/viewprofilepage/user-id/4610701) ,

is there any automation for that? I would like to have the link in software project every time is the ticket copied


author: Rilwan Ahmed
body: Hi [@Ondrej Holubovsky](/t5/user/viewprofilepage/user-id/5540470) ,

Welcome to the community !!

Where do you want to have link to help center ? on project level (i.e. sidebar) or in each ticket ?

comments: author: Ondrej Holubovsky
body: Hi [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) ,  

I would like to have link in each ticket in software project.


Tags: cloud

jira-service-management

jira-service-management-cloud
Download Files from mail without going to portal
Asked by Santhosh Raj:

When using reply to customer with attachments like pdf, it redirects to portal, So will we be able to download without re-directing to portal and download directly.   

Is it possible ?


Answers:
author: Alain Kovacs
body: This should help I believe <https://community.atlassian.com/t5/Jira-Service-Management-articles/Jira-Service-Management-direct-access-to-attachments-via-email/ba-p/1965969>

comments: author: Santhosh Raj
body: Thanks. This Helped me


Tags: cloud

jira-service-management

jira-service-management-cloud