youngmon/atlassian-qna huggingface dataset:
Configuring an SSL connection to Active Directory
Asked by zhongliwen:

Jira report error message:

Test basic connection : Failed  
sfdcbt-cn-dc1.sfdcbt-cn.net:636; nested exception is javax.naming.CommunicationException: sfdcbt-cn-dc1.sfdcbt-cn.net:636 \[Root exception is javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target\]


Answers:
author: Roman Kovalov
body: Hey [@zhongliwen](/t5/user/viewprofilepage/user-id/4698197) !

Looks like I found [solution](https://confluence.atlassian.com/kb/unable-to-connect-to-ssl-services-due-to-pkix-path-building-failed-error-779355358.html) for your question. Hope that helps.


Tags: jira

ldap
Can groups in a viever role in project see and browse tickets internally?
Asked by Vera Valshonok:

Hi!

I'd like all the compnay internall groups to be able to open ticket in portal fora project, but not to see any tickets of others. How is is possible to do?

To which role should i add them?

Will viewer role give this possibility or they will still see/browse tickets not only created by them internally?

Thanks


Answers:
author: Walter Buggenhout
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542),

I see your question is about JSM. If you let your users access your project via the JSM portal (i.e. as customers of your service desk), they should be able to only see there own tickets by default.

add your internal groups to the *service desk customer* role in your JSM project to achieve this.

Hope this helps!

comments: author: Vera Valshonok
body: I don't have such option in the current project, just Admin role ,agent or viever.


author: Walter Buggenhout
body: Oh - so your service managed project seems to be team managed? If that's the case, you can't add groups as customers directly, unfortunately. There is a [KB article](https://confluence.atlassian.com/jirakb/add-a-group-to-service-desk-customer-role-in-a-team-managed-jsm-project-1235851188.html) describing the state of that issue and a workaround using the REST API.


author: Vera Valshonok
body: Okey, I decided to choose other type of c=project without differenciation of team based and company based, but now it says that my issue type is opened to all to open although the project access is reqstricted. ITs a bit confusing.


Tags: cloud

jira-service-management

jira-service-management-cloud
Right smart Value to get the diff date
Asked by Mar Angelo L_ Tareno:

Is this the right smart value to get the difference between creation date and the date of Change status for Specific status ?  

{{issue.created.diff(issue.statusCategoryChangedDate).days}}

I need to get the count of days after changing the status between date created and date status change.


Answers:
author: Walter Buggenhout
body: Hi [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846),

Could you explain what you are trying to achieve? I get a feeling that there may be an easier way to accomplish what you need than the way you are trying to solve this.

comments: author: Mar Angelo L_ Tareno
body: Hi, I need to get how many days spend before the status changes from date of creation to change of status.

does the smart value correct?


author: Joseph Chung Yin
body: [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846) -

In smartvalue, when you try to get two date field (it is my understanding) the unit used must be actual date field.

Your smartvalue usage of "issue.statusCategoryChangedDate" is not correct because it is a JQL function - See this reference page - <https://confluence.atlassian.com/jirakb/how-to-search-using-statuscategory-statuscategorychangedate-function-with-jql-1115669437.html>

From the smartvalue reference page - <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/>, it clearly stated that units are referring to date unit/field.

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
I cant get support as an org admin, all attempts fail - SD Projects and queues are failing and suppo
Asked by James Culhane:

Hi Atlassian Support, please contact me

james.culhane@agilent.com

I am an Org admin and I operate, administrate and manage 5+ ServiceDesk Projects along with ALL ServiceDesk requests as an Agent also, and to troubleshoot access and add/remove users

last few days I am seeing regularly:

"You don't have access to this issue"

An error occurred

An error occurred while loading this page

We couldn't load your queue

Something went wrong, please try submitting your request again.

I need help before Monday to get access to queues, requests and administer\<

Please contact me to assist ASAP


Answers:
author: Joseph Chung Yin
body: [@James Culhane](/t5/user/viewprofilepage/user-id/1491238) -

Welcome to the community. Unfortunately, this the community forum. You need to contact Atlassian Support team (<https://support.atlassian.com>) for their direct assistance. One problem is that based on your case's product plan of "Free", you may not be able to get their support in the off hours/over the weekend.

Are you a site admin or just the project admin? If you are not a site admin, then you should contact your site admins as they have the rights to assist you on the access question too.

Sorry. Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Table type for Asset attribute
Asked by Chris Gray:

Hello,

I'm trying to add a server asset type that would have multiple lines for IP addresses and Subnet address. 1 Server can have multiple IP's and Subnets. Wondering what would be the best way to capture this type of relationship?

Through my searching I found a reference to adding a Table type attribute but I don't see that as an option.

1. **Use a Table Attribute**:

   * If you want to display IP and Subnet addresses in a table format, you can use a **Table** attribute.
   * Add a new attribute and select the type as **Table**.
   * Define the columns of the table, such as `IP Address` and `Subnet Address`.


Answers:
author: Walter Buggenhout
body: Hi [@Chris Gray](/t5/user/viewprofilepage/user-id/5598143) and welcome to the Community!

I am not sure where you found this information. But just from the snippet, there is bit of a smell that this might be AI generated, which - unfortunately - in many cases could not really be trusted when it comes to accuracy.

For a list of available attribute types, you can check Atlassian documentation through [this support article](https://support.atlassian.com/jira-service-management-cloud/docs/attribute-types/).

The common way to set this up in assets would be to set up a separate object type IP Addresses / Subnet Addresses and add *server* as a linked attribute of type *object* in that table. It is like creating the table you refer to; it will only be a separate object type in your asset schema.

Hope this helps!

comments: author: Chris Gray
body: You are correct, AI generated :(

Thanks for your help and suggestion on this.


Tags: cloud

jira-service-management

jira-service-management-cloud
Permissions Jira service Management Access
Asked by Ana Luiza Chagas:

Hi team!  

I would like help regarding permissions in Jira service management.  

Currently, our customers register on our services portal and are then redirected to a Jira registration screen where they are instructed to log in with their Microsoft account if they have our internal domain.  

However, when registering with a Microsoft account in Jira, the user automatically receives permissions for Confluence and Jira Software, and they only need access to Jira Service Management.  

How can I fix this behavior and make users only receive the client permission to the Jira service management product?  

Does anyone know how to help me, please?  
Thanks!  

![register jira.png](/t5/image/serverpage/image-id/348452i3939B92782644E43/image-dimensions/230x306?v=v2 "register jira.png")


Answers:
author: Mikael Sandberg
body: If you go to admin.atlassian.com \> Products \> User access settings you can control what users get access to when they sign up.

comments: author: Ana Luiza Chagas
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

I didn't find the User Access Settings option when I accessed the product settings in my Jira cloud. Could you explain to me better where I can view it, please?  

Thanks!  

![configs.png](https://community.atlassian.com/t5/image/serverpage/image-id/348799i2014587625AF4FA6/image-dimensions/138x247?v=v2 "configs.png")


author: Mikael Sandberg
body: You are looking in the wrong place, the screenshot you added is from Settings \> Products. You have to go to admin.atlassian.com \> Products and there you have User access settings

![Screenshot 2024-09-23 at 12.04.30?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/348817iDFE42078E6B10338/image-size/large?v=v2&px=999 "Screenshot 2024-09-23 at 12.04.30?PM.png")


Tags: access

cloud

jira-service-management

jira-service-management-cloud

permissions
how I can solve the problem of JIRA-INVALID-STATUS-RESPONSE
Asked by BOURI Marouane:

Hello GUYS,  

Currently I have a portal to make claims on my JIRA but claims does not work, and I found on the JIRA logs it says **JIRA-INVALID-STATUS-RESPONSE** **![image (36).png](https://community.atlassian.com/t5/image/serverpage/image-id/348430i20FE7560AD08D62C/image-size/large?v=v2&px=999 "image (36).png")**

**how can I solve this problem ?**  

Best Regards


Answers:
author: Jim Knepley - ReleaseTEAM
body: Your JSON document is probably somehow invalid.

I might be able to help if you share the relevant log entries that show the request URL and a non-truncated JSON payload.


Tags: cloud

jira-service-management

jira-service-management-cloud
Create a client without send an email
Asked by Beatriz R?os:

I want to create a client, but I don't want to send him an email

How can I do?

And, how I can delete a client.

Thanks


Answers:
author: Ingo Syllwasschy
body: Go to Project Setting / Customer notifications. There you can disable ?Customer invited".

How to delete a customer pls see there:

<https://community.atlassian.com/t5/Jira-Service-Management/How-to-Delete-a-Customer-Jira-Service-Management-Cloud/qaq-p/1603537>

Hope it helps

Ingo


Tags: cloud

jira-service-management

jira-service-management-cloud
Way to categorize service requests at the form level.
Asked by Martin Quezada:

New to JSM. Is there a way to organize service requests when one is creating an issue? Can this be solved via portal groups? Ex: Customer chooses HR in portal group, and a specific set of service requests will show up along with routing the service requests to the HR agents. I have also thought about creating a custom field but have yet to find a solution so that only a specific set of service requests options will show rather than all of them.


Answers:
author: Susan Waldrip
body: Hi [@Martin Quezada](/t5/user/viewprofilepage/user-id/5597798) , welcome to the Community!

If I understand your question correctly, you can change the order of Request Types the customer sees by using Project Settings \> Portal Settings \> Portal groups and dragging them into the order you want:

![help13.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/347234i9440CA11A511DE00/image-size/large?v=v2&px=999 "help13.jpg")

The resulting page the Customer would see would be the **project portal** page with all the Request Types they can choose from:

![help11.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/347232i0016339BAFA8B90A/image-size/large?v=v2&px=999 "help11.jpg")

Hope that helps!


Tags: cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Can AI fill in custom fields from dynamic forms?
Asked by Sarah_wright:

In the [Update the request types of issues using Atlassian Intelligence](https://support.atlassian.com/jira-service-management-cloud/docs/update-the-request-types-of-issues-using-atlassian-intelligence/)
> This can be particularly useful when you receive requests by email and end up with a lot of issues with the **Emailed request** request type. By using the Atlassian Intelligence triage feature, you can easily update these issues to have more appropriate request types.
>
> Atlassian Intelligence will update the request types of these issues and fill in fields in the new request type based on content in the issue.

Noting this works well for emailed requests, is it possible this would work for dynamic form fields? Would this be useful for generic requests (summary and description only) and read from a description field?


Answers:
author: Bryan Guffey
body: Hey [@Sarah_wright](/t5/user/viewprofilepage/user-id/5509516) -  

Based on my reading of the [linked KB](https://support.atlassian.com/jira-service-management-cloud/docs/update-the-request-types-of-issues-using-atlassian-intelligence/), **yes** , it's using **all the content** in the issue to do the triage and update the request type and the new request type fields.
> *Atlassian Intelligence will update the request types of these issues and fill in fields in the new request type based on **content in the issue.***

<br />

My experience has been that the **thumbs up** and **thumbs down** feedback is quite important in tuning the model for your particular instance. When you give it the thumbs down, it will ask for more details about why, and I *believe*that feeds into the tuning for its responses. Someone from the Atlassian Intelligence team would be able to answer that a bit more clearly.

In regards to "working as described," that's a harder thing to answer since generally, LLMs are **non-deterministic**, so if it's:

**a)** suggesting a different request type, and  
**b)** suggesting field updates for the new request type

then I would say it's *working as* described. I think the question of *"Is it working well for me yet?"*is a different question.

Hope this helps!


Tags: atlassian-intelligence

cloud

jira-service-management

jira-service-management-cloud
Ability to configure what fields / columns appear in the Child issues, Subtasks and Linked issues se
Asked by Vijay Dadi:

Hello,

We have created a new issue type as Change Sub-Tasks which are used for changed tickets and created a new field "Sequence" which tells about the sequ1nce in which they will be executed.

Currently they are shown as below.

![Sequence.png](/t5/image/serverpage/image-id/348419iC6DE2C15191AE001/image-size/large?v=v2&px=999 "Sequence.png")

What I am looking for is to find way to include the Sequence number also.

If there a way when we can change the way how the subtasks are shown to include more details other than just a task summary.

Regards,

Vj


Answers:
author: Trudy Claspill
body: Hello [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989)

Currently there is not native support for that, but there is a change request for it to which you can add your vote/comments.

<https://jira.atlassian.com/browse/JRACLOUD-70206>

comments: author: Vijay Dadi
body: This is helpful [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) .

Regards,

Vijay


author: Susan Waldrip
body: Hi [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) , in reading your request I'm not sure which subtask features you're using but could it be achieved with a checklist? I'm using Smart Checklist for Jira Pro and, although numbering is manual right now, it's an easy way to number your "to do" list (at least until automated numbering is available in some way).

**Creating:**

![help15.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/348434iF7B582D678328671/image-size/large?v=v2&px=999 "help15.jpg")

**Editing:**

![help16.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/348436i36028B7041C0C820/image-size/large?v=v2&px=999 "help16.jpg")


Tags: cloud

jira

jira-service-management

jira-service-management-cloud

sub-task

tasks
Customizing Status Colors in Queues/Views
Asked by Ivett Laszlo:

Hi everyone,

I'm looking for a way to customize the colors of different statuses in the queue and issue views. For example, I'd like to have **"Open"** displayed in red, **"Waiting for customer"** in blue, and **"Closed/Resolved"** in grey to make it easier to navigate visually.

I've searched for options but haven't been able to find a way to do this. Does anyone know if it's possible or if there's a workaround?

Any help would be appreciated! Thanks!


Answers:
author: Trudy Claspill
body: Hello [@Ivett Laszlo](/t5/user/viewprofilepage/user-id/5569143)

That is not a feature available natively in Jira. The colors of the Statuses reflect the Status Category for that status as follows:

|-----------------|-------|
| Status Category | Color |
| To Do           | gray  |
| In Progress     | blue  |
| Done            | green |

Every status is assigned to a Status Category that dictates its color.

I did find a third party app in the Atlassian Marketplace that might provide what you want.

[New Status Colors PRO for Jira Cloud](https://marketplace.atlassian.com/apps/1216518/new-status-colors-pro-for-jira-cloud?tab=overview&hosting=cloud)

I've never used it, and there may be other comparable apps available.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Automation, SubTask summary contains form fields
Asked by Paula Br?ck:

I would like to create a SubTask via Jira Automation. The SubTask summary should contain information (last name and start date) from a previously submitted form within the parent issue.

The form from which the information should be taken is not the trigger shown in the screenshot ("EmployeeLifecycleManagement_Manager_DE"). It is a differen form which is attachted to the parent issue.

My current automation looks like this:

![Screenshot 2024-09-20 143845.png](/t5/image/serverpage/image-id/348386i71F7EA868E88AFCB/image-size/large?v=v2&px=999 "Screenshot 2024-09-20 143845.png")

Can someone help me to extend the summary of the SubTask?


Answers:
author: Valerie Knapp
body: Hi [@Paula Br?ck](/t5/user/viewprofilepage/user-id/5568338) , thanks for your question.

Would it be possible, in your scenario, to populate a custom field on the submission of the other form with the name? You don't need to enable the custom field to the view screen so it doesn't need to be visible, but in that way, you could just reference a smart value of the custom field.

Please share your feedback about my proposed solution.

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
Notification translation does not translate ticket status
Asked by Sandro Quartieri:

Hi,

I have a portal in italian language, which is set as the default language.

During the normal workflow, when a ticket changes status, the customer receives a notification via email like this.

![ticket.png](https://community.atlassian.com/t5/image/serverpage/image-id/348393iEBD1AA851A5AB432/image-size/large?v=v2&px=999 "ticket.png")

The notification is mostly in italian, except for the ticket status (Closed, Resolved, Done etc.) and the survey.

Any advice?

Thanks

Sandro


Answers:
author: Lisa Forstberg
body: Hi [@Sandro Quartieri](/t5/user/viewprofilepage/user-id/5590580) ,

You can translate statuses in the Status list. Settings \> Issues \>Statuses

You can translate Resolutions under Settings \> Issues\> Resolutions

![Screenshot 2024-09-20 at 16.07.37.png](https://community.atlassian.com/t5/image/serverpage/image-id/348414i7F31696BE6552434/image-dimensions/435x303?v=v2 "Screenshot 2024-09-20 at 16.07.37.png")

all the best

Lisa

comments: author: Sandro Quartieri
body: Hi [@Lisa Forstberg](/t5/user/viewprofilepage/user-id/5101516) ,

thanks for your answer.

The tickets are already correctly translated in italian (the default language)

![Screenshot 2024-09-24 082148.png](https://community.atlassian.com/t5/image/serverpage/image-id/348871i2EC31DEFE0C68A3C/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 082148.png")

In fact, if I go to the portal, I can see them in italian

![Screenshot 2024-09-24 082431.png](https://community.atlassian.com/t5/image/serverpage/image-id/348872i63968B6CCBA610E0/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 082431.png")

The only problem is with the mail notifications.

BR


author: Lisa Forstberg
body: Hmm..

Your project is default Italian, but how about your site?

Is that default language Italian or English? Settings \> General Configuration \> Default language

Suspecting that the site is english and the email template is bringing in the sites default language statuses.

See also instructions on this closed bug: <https://jira.atlassian.com/browse/JSDCLOUD-5887>

all the best

Lisa


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create issues from email using a shared mailbox
Asked by Jasper Hovenga:

We have a Exchange online environment where we storage and manage our emailadresses.

We have a shared support mailbox that we want to connect to JSM so the emails automatically convert to a JSM-issue.   

We allready tried the option in this article and got it working: <https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/>

However, in this case, one specific user needs to login / connect using MFA all the time (or disable MFA and only use password, but thats agains our policy), so thats not working on the long term.

Is there a cloud configuration, simular to the Data center option described here: <https://confluence.atlassian.com/adminjiraserver/configure-an-outgoing-link-1115659066.html>


Answers:
author: Dirk Ronsmans
body: For JSM you should be able to using this documentation

<https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/>

(the one you linked is using the email handler)

Either way, using OAuth2 the user only needs to connect once and authorize the permissions. After that the OAuth2 link should take over.

I would still suggest using a generic/service account otherwise if the authorizing user goes away or changes their password the authorization has to be redone too.


Tags: cloud

jira-service-management

jira-service-management-cloud
Quisiera poderme meter con mi correo a ver una factura que me han enviado
Asked by Barbara Fornes Ginard:

* Quisiera poder acceder a jira a ver una factura que me han enviado y no me deja entrar con mi correo barbarafornes@hotmail.com


Answers:
author: Jack Brickey
body: Hi [@Barbara Fornes Ginard](/t5/user/viewprofilepage/user-id/5593322) ,

Primero, al ser este un foro p?blico, no publicar?a mi correo electr?nico. Dicho esto, ?est?s diciendo que no puedes iniciar sesi?n en Jira o que no puedes acceder a la secci?n de facturaci?n? Para acceder a la facturaci?n tienes que tener las misiones necesarias. Si no puedes iniciar sesi?n, ?es por una contrase?a olvidada o algo m?s? Si no eres el administrador de la organizaci?n, te recomendar?a que primero te pongas en contacto con ellos para ayudarme a resolver este problema.


Tags: atlassian-accounts

cloud

jira-service-management

jira-service-management-cloud

not-applicable