youngmon/atlassian-qna huggingface dataset:
Is it possible to hide a portal field until request is resolved
Asked by Mark Ellis:

I have a request from one of our teams to hide an ID field from Reporters until their request is resolved.  

Example:  
portal field to be hidden is: ID  

1. Jim submits request  
2. Support investigates where they add ID field value 567 on Service Desk side for other 3. Engineers to develop  
4. Engineers resolve and close request  
Now Reporter can see ID field value 567 in portal, which they'll need for client work  

I reveal fields regularly using forms for portal submission, but that's very different.  

This is conditional based on "resolution is not empty"  

Thanks for your help!  


Answers:
author: Joseph Chung Yin
body: [@Mark Ellis](/t5/user/viewprofilepage/user-id/4408618) -

Please clarify the following -

So the reporter can see the field value in portal right now. Is this field exposed to the user when he/she submit the request?

I think the best way that I would approach this will be not to expose this field in the portal. When the issue is resolved, use automation rule to add a shared with customer comments with the value from the ID field. In this way, reporter will see the comment in the portal UI.

Hope this helps also.

Best, Joseph Chung Yin

comments: author: Mark Ellis
body: Hey Joseph.

I did not want to expose a field in the portal that would be viewable on submission. I only want it viewable on resolution. It doesn't seem like there's an easy way to  
While creating  
{hide field}  
On resolution  
{expose field}  

On your suggestion though, I think sharing the ID in a comment on close is a viable way to communicate the information. It might even be better than what I was intending, since the Reporter will actually receive an email with the comment. No need to return to the portal view at all.


author: Camilo Galleguillos
body: Hi, Mark!

A quick solution would be to create a second field to be displayed in the portal, and create an automation that copies the value from the original field when the issue is resolved.

**Camilo Galleguillos R.**

comments: author: Mark Ellis
body: Thanks Camilo, I had considered this, but did not want to create more fields just for this information.

I do my best to limit field creation to those that will need to be reviewed in reporting purposes.

Definitely a working answer though, thanks.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to comment user and form details in "Form Submitted" triggered automation?
Asked by Trenton Letz:

Is there a way to access the user and form details when a Jira automation is triggered by a form submission?

I'm working with Jira Service Management (JSM) and I'm using the "Form Submitted" trigger in automation. What I'd like to achieve is to automatically add a comment to the ticket that includes:

1. **Who** submitted the form (user details).
2. **Which form** was submitted (form name or identifier).

Is there a smart value or method that would allow me to access this information and include it in an automation rule's comment action? If so, what smart values would I use?

Any help would be greatly appreciated! Thank you!


Answers:
author: Mikael Sandberg
body: There is no way of getting the form name via a smart value. If you do not specify the form in the Form submitted trigger the only option would be to use the [Forms REST API](https://developer.atlassian.com/cloud/forms/rest/intro/#about) to get the name. [{{initiator}}](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-users/#--initiator--) will get you the user that triggered the automation.

comments: author: Trenton Letz
body: Thanks for the reply, but assuming there are multiple forms on the request how do we know which form was the form that was submitted to cause the triggering of the automation rule?

Would you call the [Get form index](https://developer.atlassian.com/cloud/forms/rest/api-group-forms-on-issue/#api-issue-issueidorkey-form-get) endpoint sort to find the form that was most recently updated?


author: Mikael Sandberg
body: Yes, the Get form index would get you the name of the form. If the issue has multiple forms then you just have to look at the updated property to figure out which form it was that was submitted.


author: Trenton Letz
body: This works; however, you need to be careful when submitting forms concurrently to give the automation some time to pull from the REST API the correct form that's been updated!


author: Joseph Chung Yin
body: [@Trenton Letz](/t5/user/viewprofilepage/user-id/4780353) -

I agreed with what [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) stated. For the FORM submitter, it should just be the issue reporter. Where you can just use {{issue.reporter.displayName}} assuming that you use your FORM setup to trigger issue creation.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM alert from Slack message
Asked by Joseph Lee:

Hello!

Wondering if there is a way to get a JSM alert auto created (without associating a JSM Project) as soon as a Slack message is posted in a specific channel?


Answers:
author: Jack Brickey
body: Hi [@Joseph Lee](/t5/user/viewprofilepage/user-id/5317654) , can you explain the use case here? Alerts are indeed associated with projects in JSM.

comments: author: Joseph Lee
body: Hey [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) ! Thanks for the response

I see that within JSM, there being a way to create an alert without associating a project (from the main "Your Work" page -\> right hand corner with \[action button with 3 dots\] -\> Create an alert -\> fill out the form which doesn't require a project to be associated)

If that is how it works natively within the application but does not apply when setting up automation for auto created alerts, I can associate a project and manage them that way.

Use case: For slack messages my team and I receive regarding a potential/active incident, we are trying to setup a way to get paged/alerted from JSM


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to reorder content on the Teams page? If so how?
Asked by Sheri Gagliano:

Is it possible to reorder content that displays on the Teams page? I would like to push the ads to the bottom or even remove so that my added content displays on top.


Answers:
author: Michel Neeser
body: Hi [@Sheri Gagliano](/t5/user/viewprofilepage/user-id/5586154)

This feature is not available yet and the Teams page is still relatively new.

However, please feel free to add a suggestion in [Atlassian's Jira](https://jira.atlassian.com/secure/Dashboard.jspa).

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud

teams
Jira Servicee Desk
Asked by Peter Krygowski:

Are there templates or tutorials for setting up Jira Service Desk?


Answers:
author: Joseph Chung Yin
body: [@Peter Krygowski](/t5/user/viewprofilepage/user-id/5586136) -

Welcome to the community. I would recommend the following links for you (in case you have not already used them) for JSM -

<https://confluence.atlassian.com/servicemanagementserver/installing-jira-service-management-939926011.html>

<https://university.atlassian.com/student/collection/850385/path/1277309>

Hope this helps.

Best, Joseph Chung Yin


Tags: data-center

jira-service-management

jira-service-management-data-center
Anyone else suddenly defaulting to Add internal note?
Asked by Wendy:

Every time I resolve a customer request, it's creating an Internal note instead of a response to a customer. All the customer sees is their ticket resolved, with no explanation. Is this a default setting somewhere? I can't find anything on it.


Answers:
author: Joseph Chung Yin
body: [@Wendy](/t5/user/viewprofilepage/user-id/4605392) -

Welcome to the community. By default, when an issue is resolved by the agent, it should not add an internal comments unless your site/project has customization (i.e. WF transition) where comments is required before one can resolve the issue).

In our env, we enforce the rule where when issue moves into the RESOLVED status, we require a comment to be enter. Where agent are trained to add in the notes and decide if the comment is to be shared with customer or internal only.

Can you provide clarification on what internal note that you are seeing?

Please advise.

Best, Joseph Chung Yin

comments: author: Wendy
body: Yes, it is requiring a comment to be entered, which is fine. However, the former workflow defaulted that comment to Reply to customer. Ever since the new Resolve this Issue dialogue box was implemented, the default active tab on the Comment field is Add internal note. Unless we notice and remember to select the other tab, we keep resolving our service tickets without our response going to the customer.

Is there a way we can configure the default active tab to be Reply to customer, as it was before?

![resolve this issue.png](https://community.atlassian.com/t5/image/serverpage/image-id/346049i077308949CAC7444/image-size/large?v=v2&px=999 "resolve this issue.png")


author: Mark B Wager
body: Hi Wendy

I've noticed the same thing. Atlassian rolled out a new "feature" for transitioning screens. This affects the comments and causes the form to default to "Add Internal note". It was originally controlled in "Features" and you could turn it off, but I just checked that that is missing. I think the rolled out to my system on 9/5/24.

This is NOT good as it is causing my JSM users (including myself) to post comments that end up as INTERNAL and so NOT being sent to customers. BAD BAD BAD!

There was some other traffic on the forums. I'll see if I can find it and post back here.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Set Assignee field with custom field value that is the assignee.displayname
Asked by deborah a plante:

Data Center Jira/JSM 9.13/5.13  

Issue contains a Asset custom field to pull in Company asset and its attributes. One of those attributes is "contact name".

Have a placeholder text custom field for the "contact name"

The "contact name" = the jira users "display name".

I have it working if I enter the jira username, but that is not something that is captured in the Asset objecttype import.

I have Scriptrunner and Automation available. Any advice or guidance would be greatly appreciated


Answers:
author: Vijay Dadi
body: Hello [@deborah a plante](/t5/user/viewprofilepage/user-id/796281) ,

If you want it capture the data using object import, you have to do a user lookup using a email address and then u set the account id to the attribute Contact Name. This will work as I have it configured for one of my customers. Please do let me know if you need more details on the same.

Regards,

Vijay

comments: author: deborah a plante
body: Hi Vijay, if you could share the details of your automation, I would greatly appreciate it


author: Vijay Dadi
body: Hello [@deborah a plante](/t5/user/viewprofilepage/user-id/796281) ,

Here is the snippet of the automation.

![atl account.png](https://community.atlassian.com/t5/image/serverpage/image-id/346626iC29AD4A2C7623199/image-size/large?v=v2&px=999 "atl account.png")

{{webResponse.body}} - this smart value will give you details of the user's Atlassian account.

When I browse for my user account in jira, using the URL

<https://vijay2am.atlassian.net/rest/api/3/user/search?query=vijay.hd@gmail.com>

The result I get is shown below. Hope this helps.

**\[**   
**{**   
**"self": "<https://vijay2am.atlassian.net/rest/api/3/user?accountId=712020:ffb8ec7e-779f-4665-a854-c4b02fe14463>",**   
**"accountId": "712020:ffb8ec7e-779f-4665-a854-c4b02fe14463",**   
**"accountType": "atlassian",**   
**"emailAddress": "vijay.hd@gmail.com",**   
**"avatarUrls": {**   
**"48x48": "<https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/712020:ffb8ec7e-779f-4665-a854-c4b02fe14463/3f6d690c-edc6-4e04-b383-714f3765dc35/48>",**   
**"24x24": "<https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/712020:ffb8ec7e-779f-4665-a854-c4b02fe14463/3f6d690c-edc6-4e04-b383-714f3765dc35/24>",**   
**"16x16": "<https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/712020:ffb8ec7e-779f-4665-a854-c4b02fe14463/3f6d690c-edc6-4e04-b383-714f3765dc35/16>",**   
**"32x32": "<https://avatar-management--avatars.us-west-2.prod.public.atl-paas.net/712020:ffb8ec7e-779f-4665-a854-c4b02fe14463/3f6d690c-edc6-4e04-b383-714f3765dc35/32>"**   
**},**   
**"displayName": "Vijay Dadi",**   
**"active": true,**   
**"timeZone": "Asia/Calcutta",**   
**"locale": "en_US"**   
**}**   
**\]**

**Vijay**


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
How can customers within an org share/see tickets from other customers within the org
Asked by Jim Kruckow:

I created an organization and added customers to the org. How can a customer within the org see tickets created by other customers within the org? How do customers share tickets within their organization? Is it only for new tickets created after the org was setup? or is there a way to see tickets created prior to the org being setup. Note: When I go to the org they all show.

I would assume they would be able to go to the customer support portal and login and see requests, but currently they can only see the requests they themselves created.

Configuration settings:

##### Should new requests automatically be shared with a customer's organization? {#toc-hId--1424292375}

selected - Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise


Answers:
author: Dan Breyen
body: Hi [@Jim Kruckow](/t5/user/viewprofilepage/user-id/5586113) welcome to the community. I believe that setup is right. When they are in the portal, are the users selecting 'All' or just 'Created by Me'. There should be several different options in the portal for which tickets to see. One of the options is 'Where I'm a participant'. If User A makes User B a Request Participant for one of their tickets, does User B see if if they see that option?

comments: author: Jim Kruckow
body: Hi Dan, thanks for the response.

Yes, I am familiar with that drop down menu and since I added an organization that company is listed in the drop down as well. If I select the company name it works for all new requests, so my setup is correct.

However, in doing some investigation it seem the only way to get older tickets that were created prior to me setting up the organization, is to have the creator login to the portal and go to each ticket under their requests, delete the company name for the shared section as it automatically adds it with the setup I have. But it doesn't work on the older tickets even though it shows it is shared with that company org. The creator then needs to delete the company name and then add it back in - problem solved.

There are a fair amount of tickets created about 40 between 3 creators, so it is a bit of a pain. Would be nice if as an Admin I could go in and make these changes to all of the tickets with out involving the creators of the tickets, but at least I have figured out how to get it to work.

For reference I recommend Jira Service Management Admins setup an organization with company name and email for your customers ahead of time and add the customer names so this can be avoided.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automate the user vs your Organization in the ticket opening portal
Asked by Rodrigo Buch:

Hello, I have users associated with organizations and I would like their organization to be automatically classified when they open tickets?


Answers:
author: Ingo Volkhausen
body: Dear [@Rodrigo Buch](/t5/user/viewprofilepage/user-id/2150975)

if I understand you correct, you would like to identify the organization of the reporter. This can be achieved with a little additional configuration using automation rules.  

1. Trigger for new Request be created

2. follow this KB Article for further steps  

[How to use JSM Customer's Organization information in Automation rules \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-use-jsm-customer-s-organization-information-in-automation-rules-1115679210.html)  

Hope this helps.


author: Joseph Chung Yin
body: [@Rodrigo Buch](/t5/user/viewprofilepage/user-id/2150975) -

Can you clarify what you mean by "auto classified" when issues are created? Please advise, so we can better assist.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I prevent Agents from being added to request participants when they are mentioned in comment?
Asked by Tyler Giles:

Good morning! Please see screenshot. We use a lot of custom notifications in JSM, and we would never want the Assignee to be added to request participants, because this would double up some of our notifications.

When a customer mentions someone in the issue comments, it is automatically adding them to request participants, but in our set up, this is not optimal because we have Agents getting double notified: one for being assignee, and one for being request participant. Is there any way to prevent adding people to request participant when they are mentioned in comments? Thank you!

![2024-09-06_09-22-57.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/345991i62647B647D4B8775/image-size/large?v=v2&px=999 "2024-09-06_09-22-57.jpg")


Answers:
author: Joseph Chung Yin
body: [@Tyler Giles](/t5/user/viewprofilepage/user-id/5525501) -

This is a default behavior based on my experience/understanding, I would recommend that for you to contact Atlassian Support (<https://support.atlassian.com>) for further assistance.

Another thing that you may want to review is your existing notifications (out of the box and custom) to determine who are set as the recipients.

Best, Joseph Chung Yin


author: Jim Knepley - ReleaseTEAM
body: As far as I know, you can't turn that behavior off. Mentioning someone adds them as a participant in the issue, and it's not configurable.

You can change the notification scheme to turn off the *Participant added* notification, which might help some.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I Implement a Chatbot in Jira Service Management with Admin Permissions?
Asked by Ignacio Ram?rez:

Hi everyone,

I'm currently an admin in **Jira Service Management** and wanted to know if it's possible to implement a chatbot within the platform. I've been searching for a solution but haven't found anything concrete so far.

Has anyone here successfully set up a chatbot in Jira Service Management or could point me in the right direction?

Thanks in advance for any insights!


Answers:
author: Nadhila Savira
body: Hi Ignacio,

I'm unsure what type of chatbot you're trying to implement on JSM? Perhaps you can find one on our Marketplace: <https://marketplace.atlassian.com/search?query=chatbot>

So far, such a chatbot is indeed not a native feature. We do have [Chat feature](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-chat/) but I don't think this is what you're looking for.


Tags: chatbot

cloud

jira-service-management

jira-service-management-cloud
New Alert plays a sound when using a browser
Asked by Simon Sander Wullf-Nielsen:

Is there any way to have a sound play on the PC speaker when a new alert is coming in Jira service management


Answers:
author: Joseph Chung Yin
body: [@Simon Sander Wullf-Nielsen](/t5/user/viewprofilepage/user-id/5194141) -

Out of the box, it is not possible. You will need to develop your own custom process in your local client app (i.e. Outlook etc) to trigger an audio alert to happen.

One question - what is your justification/need to have this type of setup?

Best, Joseph Chung Yin

comments: author: Simon Sander Wullf-Nielsen
body: We have use Jira alerts in a 24h control room  

We have a need for a sound generated in the browser to make the operator aware of new alarms  

An email solution will not be sufficient due to the delay of the alarm and the amount of non relevant email incoming  

The Ideal would be notification type called "Browser notification" under your personal settings


author: Jim Knepley - ReleaseTEAM
body: Not trivially, but it can be done using Jira automation.

The easiest way would be to have Jira email an address when an issue is created and have the email client produce the notification sound when it gets that mail.

A bit more involved, perhaps more fun, would be to have automation call a webhook that triggers a sound. It wouldn't be hard for a nerd to configure an Arduino or similar device to listen for the webhook and then play an MP3. The trick would be to get network connectivity right.

comments: author: Simon Sander Wullf-Nielsen
body: An email solution will not be sufficient due to the delay of the alarm and the amount of non relevant email incoming  

The Ideal would be notification type called "Browser notification" under your personal settings


Tags: cloud

jira-service-management

jira-service-management-cloud
Customfield appearing on all new Requests Type creation screens
Asked by Tim Kennett:

Hi Everyone,

I've noticed today on any requests that I'm creating that a customfield "assignment Groups" has somehow started appearing on all new "created" request types. I've done some searching on the issue and come up blank for ideas on how to remove it. I've attached a screenshot that shows the issue. I can't remove it either. Does anyone have any idea on what I need to untick or reset etc to stop it showing on the "blank" request types when I create them. Any help would be appreciated, Thanks in advance!!!

![Screenshot-Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/345930iF2150195FB823D07/image-size/large?v=v2&px=999 "Screenshot-Jira.png")


Answers:
author: Valerie Knapp
body: Hi [@Tim Kennett](/t5/user/viewprofilepage/user-id/5565818) , thanks for your question.

This field has been set as mandatory in the Field Configuration Scheme. Please check these settings here to modify it -

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/345932iA497CD80B379031F/image-size/large?v=v2&px=999 "image.png")

Let us know if you need further assistance.

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
Moving a Jira Proforma License full version to Jira Form Evaluation license
Asked by Brian Ventura:

We have an expired full version of Jira Proforma and our accounts payable has changed the way we pay vendors. Jira supplied us with a evaluation license while billing is processed and our full license is renewed. If we use the evaluation license will it affect the multiple forms we already have in use? And when we switch back to a full license will it have an affect?


Answers:
author: Walter Buggenhout
body: Hi [@Brian Ventura](/t5/user/viewprofilepage/user-id/5441817),

There should be no impact whatsoever on the features of your project. An evaluation license key does exactly the same as a purchased license key: it grants you the permission to use the product. All it does differently is expire sooner.

Hope this helps!

comments: author: Brian Ventura
body: Thank you. I was just looking for clarification.


author: Brian Ventura
body: Is there any limitations on users? We have a 500 user license. Thank you.


author: Walter Buggenhout
body: Licenses for apps always follow the user tier of your core product. For evaluation licenses this does not matter, since they are free. For a commercial license - if your Jira instance is for 500 users, then this goes for all your apps as well.

If you have multiple Jira products in your instance, the app follows the user tier of the Jira product with the most users.

From the marketplace listing of ProForma:

![Screenshot 2024-09-08 at 11.21.52.png](https://community.atlassian.com/t5/image/serverpage/image-id/346122iE67F89B02DFE3C50/image-size/large?v=v2&px=999 "Screenshot 2024-09-08 at 11.21.52.png")


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

proforma