youngmon/atlassian-qna huggingface dataset:
Problems with hyperlink in the forms.
Asked by Kevin Leest:

Hi!

Are there more people experiencing problems with hyperlink in the forms.

Normally a URL link is clickable in the forms when entered correctly but unfortunately since 2 weeks I can't click on it but have to copy and paste the link in a browser.

I have tested this with other browsers but this offers no solution.

Can anyone help me with a solution? Thanks in advance.


Answers:
author: Eugenio Onofre
body: Hi [@Kevin Leest](/t5/user/viewprofilepage/user-id/5402368)

Welcome to the Atlassian Community.

There is no wide issue reported on the official channels.  
I would suggest getting in touch with Atlassian Support at <https://support.com>

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Kevin Leest
body: Hi [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586)

Thanks for your comment!

I'm going to contact Atlassian Support.  
As soon as I have feedback I will mention it here.

Thnx


author: Eugenio Onofre
body: Great, would you mind acceptin the answer? Thanks!


author: Kevin Leest
body: Yes! Done!


Tags: cloud

jira-service-management

jira-service-management-cloud
different portals in one project
Asked by Shahar Katzir:

hi community, i have a few costumers and i want each to has its own portal (through portal groups).  

how do i match organization to a portal group? or any other way to isolate portal for the different costumers?


Answers:
author: Fabian Lim
body: Hi [@Shahar Katzir](/t5/user/viewprofilepage/user-id/5402384)

Welcome to the community!

Unfortunately you can't have a specific portal for different customers in the cloud. You can only have a portal per project out of the box. I suggest you open a feature request.

You may be able to look into third party plugins such as Refined for Jira or theme extensions which may allow you to set additional permissions. Check with the vendors.

Fabian

comments: author: Shahar Katzir
body: thanks fabian for the quick response, so portal group feature has nothing to do with costumers permissions right?  
only solution is multiple projects?


author: Fabian Lim
body: Correct multiple projects would be the last resort. But if you have too many customers it would be a nightmare to manage.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I test moving one of the portals to Spanish for Spanish partners?
Asked by Vera Valshonok:

Hi!

How can I, as Jira admin, test having a jira portal for a customer in Spanish language? Our jira is in english and the rest of the portals on the Site should stay in english (n as well as our jira)?


Answers:
author: Fabian Lim
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

To review or update custom language translations:

1. From your service project, go to **Project settings** \> **Language support** **.**

2. Select the language of your choice from the list.

3. Review or update the translations for that language.

4. Select **Save**.

Saludos,

Fabian

comments: author: Vera Valshonok
body: I don;t see and option to review and update translations? Whenre do i do it for customer to see the whole portal and tickets in Spanish?


author: Vera Valshonok
body: I see translations of the statuses and part of the project that I can check but when I go to portal, it is in English. How can I test it from the point as If I am a Spanish customer with a Spanish browser I believe


author: Fabian Lim
body: You may have to change the language settings in your browser or change the profile for a test account. I think there is a language setting.


author: Vera Valshonok
body: The portal still stays in English even through I've entered from testing customer account , switched chrome browser to Spanish and added Spanish language to the Project.


Tags: cloud

jira-service-management

jira-service-management-cloud
User unable to login to website, not receiving password reset link
Asked by Sierra:

User is unable to login to website with her email and password.

She is also unable to login by selecting the Microsoft button.

She is not receiving the password reset link by email.

I triggered this email to be sent as an admin as well.


Answers:
author: Sierra
body: Submitted Atlassian Support ticket.


Tags: cloud

jira-service-management

jira-service-management-cloud
Viewing notifications sent to request participants
Asked by kay bickell:

When request participants have been set, particluatl where the "Reporter" is not from the customer's organization (for example, the case has been raised by an agent on the organization's behalf) it is sometimes necessary to look back through the history to show where notifications were sent out, as a result of status changes or comment updates. While the Jira case notes will record the notification sent to the reporter, there is no visibility of the notifications sent to those shown as "Request Participants". Being able to access a record of what was sent to whom and when is of vital importance when dealing with an escalation.

Does this functionality exist, and if not, is it something that is being considered for the future?


Answers:
author: Eugenio Onofre
body: Hi [@kay bickell](/t5/user/viewprofilepage/user-id/5122346)

Unfortunately this functionality does not exist.  
You may suggest it as a feature at <https://support.atlassian.com>

Please remember to accept this answer in case it helps you resolve your question. This is important as it can help other community members in the future.

Best Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Share Icon is not working
Asked by Cleomar Panerio:

![Screenshot 2024-01-10 at 8.46.34?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/299875iC1D952FB4E1CF35A/image-dimensions/195x57?v=v2 "Screenshot 2024-01-10 at 8.46.34?PM.png")

The share icon is not working, when clicked it only pops up small white box and closes immediately. It does not allow us to share or copy the link.


Answers:
author: Dave Mathijs
body: Hi [@Cleomar Panerio](/t5/user/viewprofilepage/user-id/5081251)

* Are other users experiencing the same issue on you Cloud site?
* Do you have the same issue in another browser?
* Since when are you experiencing the issue?
* Is it for all issues in all projects or only for specific issues/projects?

comments: author: Cleomar Panerio
body: All users experiencing the same issue on the cloud site.

Yes, we have tried different browsers but the same issue.

It started last November last year.

The issue affects all the projects.

Temporary workaround is to copy the link and send it.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
An Issue automatically has a priority of P1
Asked by Ellie:

Hi Team,

We have the system set up that when a new bug or issue is logged, it automatically say's it is a P1. However, the client logs what priority this issue is within the form. On Issues \> Priority, you have to define your default priority is, which we have chosen a P1.

I am must be missing a trick here, how can we via the client's form, make sure the system priority is changed and accurate to the bug/issue itself?

<br />

Thank you in advance!


Answers:
author: Jack Brickey
body: Hi [@Ellie](/t5/user/viewprofilepage/user-id/5400589) , if I understand your post correctly, you wish to allow your customer to specify the priority of the issue that they are creating. Assuming this is correct, in JSM you can expose the Priority field to the customer at creation. This is done on. the Request type screen.

![IMG_3425.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/299874iC49BF48891C6B008/image-size/large?v=v2&px=999 "IMG_3425.jpeg")  

now, if you don't wish to expose the priority field to the customer, but rather you have a form with a different field that is to be used to adjust the priority. Then you will want to use automation to inspect that Field, post creation and adjust the priority accordingly.

comments: author: Ellie
body: Ah this did it! I realised that another team member set up the priority question as a free text field rather than pulling through the specific priority onto the request type form. Thank you for this!


author: Kris Dewachter
body: Hi [@Ellie](/t5/user/viewprofilepage/user-id/5400589) ,

I'm not sure I understand the question. Within Jira, you have defined P1 as the default priority.

And on the form in the portal, you have also added the 'Priority' field. The customer is able to select the priority. In that case, the selected priority should be reflected in the ticket in the backoffice.

Unless you have something else in place that overrides this selected priority (ex. automation rule). Can you check the issue history if the priority got changed after it's creation?

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Legacy automations - who gets notified about the automations failure?
Asked by Vera Valshonok:

Hi!

I am trying to find out who gets notified and where do I set the person (an owner?) who will get notifies on the failure of the legacy automation.

Thanks!


Answers:
author: Jack Brickey
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , I have not used legacy for over a year now but to the best of my recollection. No one is notified of a failure. There isn't an owner for the rule but each rule has a "run rule as" concept.

comments: author: Vera Valshonok
body: So there are not notifications to anyone for when such legacy rules fail?


author: Jack Brickey
body: Correct. That is my recollection.


author: Marc - Devoteam
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

[@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) is right.

Best practice is to move all you rules from legacy automation to automation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Time to first response Custom field disappears after data refresh from API
Asked by Ella Calais:

Hi!

I trying to pull data from our Service Management project for a nice follow-up report in Power BI, which I manage to do through the Jira API. However, I'm having some trouble getting the SLA data correct.

The "Time to resolution" I can calculate by retrieving the resolution date/time attribute and comparing it to the created date/time attribute, but I can't find a corresponding date/time attribute for calculating the "Time to first reponse".

What I've managed to find is the customfield (10324 - Time Calculator) which captures the total "Time to first response" in minutes - HOWEVER, this value disappears as soon as the issue gets the status "Closed", which happens automatically after 7 days from the creation date.

Can I retrieve the SLA values in some other way? Can I configure the customfield_10324 to not disappear after 7 days?

Does anyone have a solution to this? In short, I just want get data from the API and be able to track the SLAs over time.

Let me know if you need more background. Thanks in advance!


Answers:
author: Eugenio Onofre
body: Hi [@Ella Calais](/t5/user/viewprofilepage/user-id/5402201)

Welcome to the Atlassian Community!  
The default SLAs are usually saved in custom fields, which you can retrieve in your API call. About the SLA disappearing, it may be caused by the SLA configuration rules. Would you please share how your SLAs are configured so we can check the main cause of it?

Regards,  
Eugenio

comments: author: Ella Calais
body: Hi [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586)

Thanks for your reply! I found the SLA fields in the API request, just like you said. My problem was apparently caused by accidentally using API version 2 instead of 3... which I happened to solve. As soon as I used the correct API version, the problem no longer existed :-)

Regards,

Ella


author: Eugenio Onofre
body: Great to hear Ella.

Would you please accept this answer so other community member can also be helped by it in the future?


Tags: cloud

jira-service-management

jira-service-management-cloud
We have 3 custom fields and I want to get the value from 3 custom fields + some data from google she
Asked by Neehal Shaikh:

We have 3 custom fields and I want to get the value from 3 custom fields + some data from google sheet in 4th custom field.

For example- I have created 3 custom fields - Access Requested, system, Server Access. I will get the values from this by user. But I have more information which is store in google sheet. I need to combine 3 custom field values + related data from google sheet. I want to see all this information in 4th custom filed. Is it possible ?


Answers:
author: Eugenio Onofre
body: Hi [@Neehal Shaikh](/t5/user/viewprofilepage/user-id/5373143)

Welcome to the Atlassian Community.  
You may be able to achieve it by looking for some plugins in Atlassian Marketplace or a custom development using Jira Automation to consume information from the Google Sheets through API.

Regards,  
Eugenio

comments: author: Neehal Shaikh
body: [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) , Thank you for the response.


author: Eugenio Onofre
body: [@Neehal Shaikh](/t5/user/viewprofilepage/user-id/5373143) if you agree, please remember to ACCEPT this answer to help other community members.


Tags: cloud

jira-service-management

jira-service-management-cloud
Filter and Pie Chart
Asked by Carmen Bl?zquez Jim?nez:

I need a dashboard to see the total story points per asignee in the current sprint.

First: I created this filter: projectType = software AND sprint in openSprints() AND "Story Points" is not empty.

Second: I created a dashboard, added a gadget and I selected Pie chart, selected the filter created in the first step and statistic type: assignee.

I can see the total issues by assignee to each one with not empty Story Point.

How can I change the filter to obtain the sum of story points?

Thank you in advance!


Answers:
author: Marlene Kegel - codefortynine
body: Hello [@Carmen Bl?zquez Jim?nez](/t5/user/viewprofilepage/user-id/5347236),

I am Marlene, product manager of [Quick Filters for Jira Dashboards.](https://marketplace.atlassian.com/apps/1220136?utm_source=atlassian&utm_medium=referral&utm_campaign=quickj-new-reach--2575373)

Unfortunately this is not possible with the native Jira gadget, but with our Quick Gadgets. You can [sum up story points](https://documentation.codefortynine.com/quick-filters-for-jira-dashboards/aggregate-values-of-jira-number-fields?utm_source=atlassian&utm_medium=referral&utm_campaign=quickj-new-reach--2575373) and any other Jira number field with the statistics and Quick Pie Chart gadget.

![quick-filters-jira-dashboards_pie-chart-story-points.png](https://community.atlassian.com/t5/image/serverpage/image-id/300575iDBDFF56D93CC5279/image-size/large?v=v2&px=999 "quick-filters-jira-dashboards_pie-chart-story-points.png")


author: Danut M _StonikByte_
body: Hi [@Carmen Bl?zquez Jim?nez](/t5/user/viewprofilepage/user-id/5347236),

Our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20agile%20stonikbyte) app offers many gadgets for tracking Jira projects including the **Advanced Issue Filter Formula gadget** that allows you to display this info, like this:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/300019iC9D9B09E65FE17C9/image-size/large?v=v2&px=999 "image.png")

Have also a look over this article: [How to track multi-team or scaled-agile projects (such as SAFe?) in Jira with Great Gadgets app](https://blog.stonikbyte.com/2022/02/01/how-to-track-scaled-agile-projects-in-jira-with-great-gadgets-app/)

I hope this helps.

Danut.


author: Marc - Devoteam
body: Hi [@Carmen Bl?zquez Jim?nez](/t5/user/viewprofilepage/user-id/5347236)

You can't with the ootb pie chart gadget, it only has a single dimension.

You can achieve this with the ootb two-dimensional filter gadget.

Otherwise you would need to look into marketplace apps that enhance the dashboard option with more gadgets and gadget functionality.

Example: Custom Charts for Jira


Tags: jira-service-management
Hide a field to all users until the field is updated by a select users
Asked by radhika:

I have a field which I want hide from all the users except few group os users.The field should not visible in Issue/edit view screen to all users.but the once user group update the field with value through Actions menu the(conditions set in workflow transition to allow select users to only update) the field should then be visible.

This was actually working before i did some updates.Later my updates the field become visible and I am unable to revert back.

Do anyone have any idea on how to hide the field from all users.

Below settings are already tried and did not work

1.Removing the field from the Issue view

2.Adding to the hidden fields in JSM issue layout


Answers:
author: Jack Brickey
body: Hi [@radhika](/t5/user/viewprofilepage/user-id/4087337) , JSM/Jira does not support field permissions OOTB. You would need to look at potential add-ons for such configuration control. You can have issue type security but not field security.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to force eSign at a workflow transition?
Asked by BG:

When change status of an issue, I'd like to request the approver must do eSign before the approval. But I don't know how can I configure such transition rule.


Answers:
author: Dirk Ronsmans
body: Hi [@??](/t5/user/viewprofilepage/user-id/5402047) ,

To eSign we had to resort to using an app in the past. There's no native eSign functionality within Jira.

You can look for an app here: [https://marketplace.atlassian.com/search?hosting=cloud\&query=esign](https://marketplace.atlassian.com/search?hosting=cloud&query=esign)

We used [https://marketplace.atlassian.com/apps/1221581/esign-electronic-signatures-for-jira?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1221581/esign-electronic-signatures-for-jira?hosting=cloud&tab=overview)

It add's a new custom field type which if you add it on a transition screen will be mandatory. The person transitioning then will need to enter their credentials and it will be logged as a signature.


author: Chris Cairns - Digital Rose
body: Hi [@??](/t5/user/viewprofilepage/user-id/5402047)

As ++[@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602) i++ndicated, requiring electronic signatures in Jira generally requires an addon app.

If you are using cloud Jira then the eSign for Jira app mentioned above does provide a [Required Signatures Validator.](https://support.esign-app.com/space/ESIGN/1891172392/Advanced+Workflow+Configuration#Required-Signatures-Validator)

Add this rule to your Jira workflow in the transition between the Active and Approved states and the validator will block the transition if there are not enough Signatures captured.

If you have any other questions on Electronic Signatures please email us at support@esign-app.com.

Chris C.  
Digital Rose


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a voice message feature on Atlassian support, or is there integration with inContact?
Asked by Mahima Tyagi:

I am writing to seek clarification on two specific aspects related to our use of the platform:

1. **Voice Messaging Feature:**I would like to know if there is currently a feature within Atlassian's Support Portal, that allows users to leave voice messages. If this feature is available, could you please provide information on how it can be utilized and any associated documentation?

2. **Integration with \<[incontactvm@incontact.com](mailto:incontactvm@incontact.com)\> :** Additionally, I would like to inquire whether Atlassian's Support Portal have any kind of integration with the "incontact" here is their email address "**\<[incontactvm@incontact.com](mailto:incontactvm@incontact.com)\>**". If such an integration exists, please provide details about the nature of this integration and any relevant documentation.

I look forward to your response.


Answers:
author: Eugenio Onofre
body: Hi [@Mahima Tyagi](/t5/user/viewprofilepage/user-id/4710839)

1. **Voice Messaging Feature**: Jira Service Management (JSM) does not natively support a voice messaging feature within its support portal. Users cannot leave voice messages directly through the JSM platform.

2. **Integration with InContact**: JSM does not have a native integration with InContact. Integration with external systems like InContact typically requires third-party add-ons or custom development.

You can explore the Atlassian Marketplace for add-ons that might facilitate this integration or consider building a custom solution using APIs.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatic Collection of User Device Information in Jira Service Desk
Asked by ???:

Hi,

We are planning to utilize the Jira Service Desk for handling user inquiries about our services in a one-on-one format. When users submit a 1:1 inquiry, we would like to automatically collect and input their device information, OS version, and the app version they are using. This can happen either when the user accesses the form or when they click the 'submit' button.

Assuming that users will primarily access the Service Desk via mobile devices, could you please provide guidance on what settings I need to modify in order to implement the above-mentioned functionality?


Answers:
author: Ajay _view26_
body: Hi [@???](/t5/user/viewprofilepage/user-id/5401987)

Welcome to the Atlassian user community!

Can you expand on how you plan to collect the user request? If its via a form, then you would need to do it programmatically by checking the browser client details and passing out the information into the custom fields in your JSM Request.

There is no in built support for obtaining browser client details via the Portal or Embedded widget of JSM

Cheers

Ajay

comments: author: ???
body: I have created a 1:1 support form in Jira Service Desk using the provided forms in JSM. I will be displaying this form to users within our mobile app's web view. I think that by allowing users to send inquiries within our service app, we can collect user information during the process.

I want the information of the user accessing the 1:1 support page in Jira Service Desk to be automatically populated in specific fields.

Is there a built-in functionality in Jira that supports this?


Tags: cloud

jira-service-management

jira-service-management-cloud
unable to access 'https://bitbucket.org/Onports/*****************.git/': Failed to connect to b
Asked by aaquibmemon:

After running "git pull origin master" on EC2 instance i am getting this error .

fatal : unable to access '[https://bitbucket.org/Onports/\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*.git/](https://bitbucket.org/Onports/***************.git/)': Failed to connect to bitbucket.org port 443 after 130674 ms: Connection timed out.


Answers:
author: Mateus T
body: Hi [@aaquibmemon](/t5/user/viewprofilepage/user-id/5005287),

Welcome to the Atlassian Community!

It looks like your machine is not able to properly connect to Bitbucket.org on port 443. In this case, there are a series of factors that could be causing this issue:

1. Check if the issue persists while using SSH protocols and pulling from your repository. If SSH works fine, you might be having an issue with your internal firewalls blocking our connections on port 443;
2. Make sure that your EC2 instance has all [Bitbucket Cloud IPs and Domains](https://support.atlassian.com/bitbucket-cloud/docs/what-are-the-bitbucket-cloud-ip-addresses-i-should-use-to-configure-my-corporate-firewall/) whitelisted;
3. You can also run the Git Clone with a verbose output in order to get more details on this issue and share the output here with us. Make sure to remove any sensitive information from the logs output before posting it on this public thread.

```
$ GIT_CURL_VERBOSE=1 GIT_TRACE=1 git pull origin master
```

Cheers,

Mateus T


Tags: bitbucket-cloud

cloud