youngmon/atlassian-qna huggingface dataset:
Install Jira Service Management on Existing Jira Software Data Center Helm Deployment w/o Internet
Asked by Steven Gladen:

**Install Jira Service Management on Existing Jira Software Data Center Helm Deployment ++w/o Internet.++**

We already have Jira Software installed via Helm Chart using Data Center edition/license. This is in an 'offline'/air-gapped environment.

**How do we go about installing Jira Service Management to the existing helm chart, datacenter, deployment that does not have internet?**

I've seen posts about getting the license and the Jira would automagically download/install additional components. But that wouldn't work obviously.

So how does this get installed?

Thank you for the help.


Answers:
author: Ravina
body: Hi [@Steven Gladen](/t5/user/viewprofilepage/user-id/5575054) Welcome to the Atlassian community,

You can install the the Jira Service Management by uploading the obr file like we upload the add-ons in jira by selecting the compatible version of your jira software.

Follow the below document and check the case 4 for installing the JSM without internet and you can download the required version obr file of JSM file from the below link

<https://confluence.atlassian.com/jirakb/how-to-install-jira-service-management-in-existing-jira-instance-849158594.html>

<https://marketplace.atlassian.com/apps/1213632/jira-service-management/version-history?includeHiddenVersions=1>

Let me know how that goes.


Tags: data-center

jira-data-center

jira-service-management

jira-service-management-data-center
Prefix fields based on user permissions on create issue screen
Asked by Arun_Kare:

Is there any way to prefix the certain fields in create issue screen based on user permissions.


Answers:
author: Arun_Kare
body: Hi Trudy,

We have a company managed project and when creating issues in create issue screen we don't want users to select a field drop down but it should be auto prefixed with static value based on user who is creating the issue or any other possible way to do that.

for example: I don't want **x** user to select drop field **department** but it should be auto prefixed based on any possible trigger with static value we defined for field **department.**


author: Trudy Claspill
body: Hello [@Arun_Kare](/t5/user/viewprofilepage/user-id/5551622)

Can you confirm for us the type of project in which you are creating the issues? You can get that information from the Type column on the View All Projects page under the Projects menu.

Can you share with us the problem you are trying to solve by adding those prefixes?

Natively Jira does not provide any functionality that could do that. If we understand the problem you are trying to solve then perhaps we can suggest an alternate solution.

comments: author: Trudy Claspill
body: Do I understand correctly?

1. In your Issue Creation screen you have a field named **department**

2. You don't want the user to select a value in that field, but you do want that field to be visible.

3. Based on the user creating the issue you want to modify the value that will ultimately be set for that field.

If I have understood correctly I have these additional questions:

1. Why do you want to display the field to the user if they cannot modify its value?

2. If you are adding only a prefix to the value of the field, what other process is setting the remainder of the value for the field?

3. You said you want to prefix based on the user's permissions. Can you provide an example of those permissions and how you would determine to the prefix to use based on them?


author: Arun_Kare
body: 1.I would like to lock that particular board based on the department field by using that field in a board filter. I don't know if that makes more sense if i hide the field.

2. Is there any way we could use the automation rules to prefix it?

3. To ensure that the problem is tagged to the appropriate board in the back end, let's say the user is a group named Department. I would like to validate that information by setting the department field to that particular department name using an automated rule.


Tags: cloud

jira-service-management

jira-service-management-cloud
how to link organisation and customers across different JIRA projects ?
Asked by suganya:

We want to copy the organization and Customers from different Jira projects to a specific Service Desk project. So, Is it possible to link multiple projects or link between two projects in Jira which automatically updates the Organisation and customers in the specific Service desk?


Answers:
author: Jovin
body: Hey [@suganya](/t5/user/viewprofilepage/user-id/5550294)

Organizations are Jira Service Management wide! So you can add them to any project you wish, if you then invite the customers to that other project they'll automatically be in the same organization there too :)

However, Jira (Software/Work Management) has no concept of Customers or Organizations, and as such they will not be available on your Epics/Stories etc. in those projects.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automated Issue Assignment with Atlassian Intelligence
Asked by Brian Taylor:

Are there plans to leverage AI to assist with issue assignments? The use case would be for issues assigned within a single Project, learning the patterns of assignments based on history and then predicting assignments once a confidence level is reached.


Answers:
author: Fabian Lim
body: Hi [@Brian Taylor](/t5/user/viewprofilepage/user-id/5272059)

Welcome to the community!

I believe that with ROVO you may be able to configure something like this with the virtual custom agents: <https://www.atlassian.com/software/rovo>

Note that this is a separate subscription on top of JSM and JSW.


Tags: atlassian-intelligence

cloud

jira-service-management

jira-service-management-cloud

jira-software
How to add an extra internal comment field when changing the status of an issue
Asked by Agne Loodus:

We sometimes tend to forget to describe how the issue was solved when closing an issue in Jira.

So I would like to know if there was a way to add an extra mandatory comment field (only for internal use).

I have managed to make the default Comment field mandatory by using this guide:

<https://confluence.atlassian.com/jirakb/how-to-prompt-a-required-field-when-transitioning-the-status-of-an-issue-1235850930.html>

But this will send a message to the customer.. I would like to have an option to also document/describe the solution internally.


Answers:
author: Trudy Claspill
body: Hello [@Agne Loodus](/t5/user/viewprofilepage/user-id/5574925)

Welcome to the Atlassian community.

I recommend that you add an entirely separate custom field to document the solution. You can then make that field required during transitions to the "resolved" statuses using a Validator in the workflow. If you want to require it for only some users you might need to create additional workflow transitions so that you can set conditions to display only the one with the validator to the internal users.


Tags: cloud

jira-service-management

jira-service-management-cloud
Inconsistent Stop SLA clock condition
Asked by Dominik Ka?mierski:

Hello Atlassian Community!  
I set up SLA clock for Service Desk but it seems not to work correctly.

Start and pause conditions are working fine, but there is an issue when it comes to the stop condition.

Clock should be stopped on statuses: completed, canceled or closed.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343408iDB38EE111D30BFD2/image-size/large?v=v2&px=999 "image.png")

But it works correctly only on tickets with Closed status.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343415iE3372A014F917E1E/image-size/large?v=v2&px=999 "image.png")

On the rest of the statuses the clock disappears completely.

Canceled:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343413i6C705FFD8CCFA2E1/image-size/large?v=v2&px=999 "image.png")

Completed:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343419iD596410FFCD5E45C/image-size/large?v=v2&px=999 "image.png")

And because of that it isn't available on the SLA breach report and we can't filter out issues by the breach.

<br />

Did I configure something incorrectly or is it some kind of a bug?

I hope that my post isn't incomprehensible because of language of our system.


Answers:
author: Christopher Yen
body: Hi [@Dominik Ka?mierski](/t5/user/viewprofilepage/user-id/5507406)

How does your workflow work between complete and closed? I can't tell exactly what needs to be modified to fix your SLA finish condition but I can share how my SLAs are configured which may be similar to yours except we don't have a cancelled status. We only use the resolve status and then a resolution code to further classify whether it was cancelled, fixed by vendor, etc. and then we use an automation rule to mark it as closed after a few days. For us the time to resolution conditions setup like below have worked.

![2024-08-24 11_20_08-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/343646i63F9C0F1C111357E/image-size/large?v=v2&px=999 "2024-08-24 11_20_08-Window.png")

it does seem a little odd that it disappears, does the goals section happen to have any statuses set in the JQL's that might be removing the issue from the goal?

comments: author: Dominik Ka?mierski
body: Hello [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)   
I've contacted Atlassian support and it turns out that issues like this happen sometimes and it is necessary to restart SLAs with this instruction: [SLAs in Jira Service Management are missing or disappear \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html)  
Thank You for your response though.  
Have a wonderful day!


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud

sla
I want to configure JIRA Feedback emails as per the below image.
Asked by Muhammad Ali Khan:

![Feedback.png](/t5/image/serverpage/image-id/343395iCEB7EBEBAA301B77/image-size/large?v=v2&px=999 "Feedback.png")


Answers:
author: Charlie Misonne
body: Hi [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324)

I don't think this can be done on Jira Cloud.

For Jira Data Center there is an article that describes how to replace the default satisfaction survey emails by something custom via an automation [How to customize the Customer Satisfaction email in Jira Service Management](https://confluence.atlassian.com/jirakb/how-to-customize-the-customer-satisfaction-email-in-jira-service-management-1207186043.html)  
No such thing for Cloud.  
There are automation rules so you could give it a try.

Related feature request: [JSDCLOUD-4592](https://jira.atlassian.com/browse/JSDCLOUD-4592)


Tags: cloud

jira-service-management

jira-service-management-cloud
In JSM how to hide options of a dropdown field
Asked by Vikrant Yadav:

Hi Guys,

Need one help in JSM. I am new in JSM, is it possible to hide an option of a dropdown field in request form, field is linked with a custom field?

We have Scriptrunner for Jira cloud.   

Or we can design a form in such a way like Dropdown field not linked with custom field, based on the dropdown field selection in a form, it'll set value of the custom field or dropdown field linked with a custom field. Kindly suggest.

Thanks


Answers:
author: Mark Higgins
body: Hi [@Vikrant Yadav](/t5/user/viewprofilepage/user-id/1801711)

Welcome to JSM :-)

I just want to paraphrase your questions.

You have a custom field, that is a drop down list, and you want to hide an option, in a form.

In my example, I have REason for Change and I've linked it to the Jira Field Change Reason

![Screenshot 2024-08-23 160722.png](https://community.atlassian.com/t5/image/serverpage/image-id/343386i9CBE25DFD3153649/image-size/large?v=v2&px=999 "Screenshot 2024-08-23 160722.png")

The custom field Change reason shows:

![Screenshot 2024-08-23 160827.png](https://community.atlassian.com/t5/image/serverpage/image-id/343388iEF36723303943966/image-size/large?v=v2&px=999 "Screenshot 2024-08-23 160827.png")

In your example, there is a case where you do not wish to show all the options.

Sorry, I just needed to get that clear in my head.

I think the answer is no.

You can run different OPTIONS via context in different projects, but not in the same Project.

If you do not link to a customfield, then you could have two seperate Drop down fields, that are in different sections, and then show only one section, depending on what ever it is you are using to make the choice.

![Screenshot 2024-08-23 161420.png](https://community.atlassian.com/t5/image/serverpage/image-id/343390i43B5AEFD5CD39BE9/image-size/large?v=v2&px=999 "Screenshot 2024-08-23 161420.png")![Screenshot 2024-08-23 161652.png](https://community.atlassian.com/t5/image/serverpage/image-id/343391iEDEC77FDEFDF0795/image-size/large?v=v2&px=999 "Screenshot 2024-08-23 161652.png")

Then you would need to update your custom field by automation upon create.

Let me know if this helps

Cheers

M


Tags: cloud

jira-service-management

jira-service-management-cloud
Im an Org Admin user but is not able to manually update the user email or password for my users
Asked by Charles:

Im an Org Admin user, how do i update a user email or password for another user? I dont want the suggest or prompt feature. I want to reflect the changes automatically after saving.

Why is there no option in the UI to manually update the user email or password for a user? Im an org admin user so im expecting full control for all my users.

This is very inconvenient specially if the user forgot his password or lost access to his email. Creating a new user doesnt fix this, since the history for that old user will not be carried over to the new user.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Charles](/t5/user/viewprofilepage/user-id/5574693) and welcome to the Community,

do you have Atlassian Guard for User Provisioning or are all your users local to Cloud?  
Or in other words: are the User Accounts "Managed" (you can check that under admin.atlassian.net in the Directory tab)?

You only have managed Accounts if you claimed the Domain. Only Managed, non-synched Accounts can be updated by the respective Org Admin.

[What are managed accounts? \| Atlassian Support](https://support.atlassian.com/user-management/docs/what-are-managed-accounts/)


author: Joseph Chung Yin
body: [@Charles](/t5/user/viewprofilepage/user-id/5574693) -

Welcome to the community. Unless you use Atlassian Guard where you can use your own IDP for account management, otherwise user's email address/pwd is not controlled by the org admins. They are maintain by the users on his/her accounts with Atlassian.

Take a look at this reference link on Atlassian Guard -

<https://support.atlassian.com/security-and-access-policies/docs/understand-atlassian-guard/>

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira issue creation from slack
Asked by Eric Choi:

I received error messages as follows.

"You can't raise a request on behalf of this user because they need the customer role on your site managed by your organization admins."

all users are internal customers.

Can anyone shed lights on here?


Answers:
author: Joseph Chung Yin
body: [@Eric Choi](/t5/user/viewprofilepage/user-id/5574645) -

Welcome to the community. I would recommend for you to check on your specific JSM project that you are having the issue with -

* Check the project's Customers Permission setup - to see if the Channel Access setup is set to "Open" and not "Restricted". You can see the setup is from Project settings \>\> Customers Permissions.
* Check to see if all of your internal users are given the Service Desk Customers role

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
JQL Query to search for a specified time in a custom field and run 30 minutes prior.
Asked by Nolan Stone:

Hello,

Our company utilizes JSM for offboarding tickets. I have two separate custom fields on the offboarding ticket to capture the date and time that the offboarding needs to be completed. I am wanting to create an automation to send out a reminder notification to the assigned agent 30 minutes before the selected time on the offboarding tickets. Any guidance on a JQL Query I can utilize to accomplish this?

Here is what I have been able to put together so far with no luck.![Screenshot 2024-08-22 165636.png](https://community.atlassian.com/t5/image/serverpage/image-id/343352i0218BFEA697805FD/image-size/large?v=v2&px=999 "Screenshot 2024-08-22 165636.png")


Answers:
author: Mikael Sandberg
body: Hi [@Nolan Stone](/t5/user/viewprofilepage/user-id/5574612),

Welcome to Atlassian Community!

The out-of-the-box JQL cannot do date compare (that is basically what you are looking for) so you would have to use one of the apps on the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&query=jql) in order to do this.

Another option would be to use SLAs and specific statuses when the SLA starts and stops.

comments: author: Nolan Stone
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579),

Thanks for the quick reply!

Is there a specific app on the marketplace that you suggest for this?


author: Mikael Sandberg
body: I have used JQL Tricks and Enhanced Search (Scriptrunner) in the past. I am pretty sure Enhanced Search has a date compare and it looks like JQL Search Extensions does too.


author: Nolan Stone
body: Got it. I will take a look at those. I appreciate the feedback!


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I manually trigger a "When Issue Linked" Automation Rule please?
Asked by Julia T:

Is there a way to trigger this Automation at the end of each day or Manually?

The rule works really well - when someone creates a Link it copies the text from "Portfolios" field into "Tribe Name" but if the Parent/Destination field is amended after the link has been created the text in the linked Issue is outdated. Is there a way to run this / or another Automation so it captures the latest information please?

Any help gratefully received

![Automation Query.png](https://community.atlassian.com/t5/image/serverpage/image-id/343336i07D03F12F244675A/image-size/large?v=v2&px=999 "Automation Query.png")


Answers:
author: Dan Breyen
body: Hi [@Julia T](/t5/user/viewprofilepage/user-id/5540508) you can make an Automation that is triggered Manually. When you create your rule, select 'Manually Triggered' for the 'When'.

comments: author: Julia T
body: Thank you [@Dan Breyen](/t5/user/viewprofilepage/user-id/5086375) , I've created a new Automation that's Manually triggered but the fields are now not copying across.

Do you know if I would have to amend the logic. In the "When Issue Linked" version this was ok but I guess it's not quite correct anymore?

{{destinationIssue.Portfolios}}


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to generate an Alert from an Incident in the new Team Operations
Asked by Wade H:

Hello, I have recently clicked the button to start the move from OpsGenie to Operations within the Teams in JSM. I am trying to figure out how to create an alert for a team when a specific value to a field is selected when an Incident is created. Currently with OpsGenie we use services that are tied to responder teams and that is what does the creation of alerts. How can this be handled in the new way since we no longer have the external services to rely on? I was thinking with automation and a custom field, but i do not see any place in the automation to create an alert.  

Thanks,  
-wade


Answers:
author: Fabian Lim
body: Hi [@Wade H](/t5/user/viewprofilepage/user-id/4816118)

Believe it or not, this is not clean right now. You will have to use Jira Automation and use the "Edit" action in the advanced form to populate the responder team.

Instructions: <https://community.atlassian.com/t5/Jira-Service-Management/Possible-to-add-responder-via-automation-to-an-incident/qaq-p/1915275>

I hope this helps

comments: author: Wade H
body: Thank you [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) I appreciate the work around. Next thing I am trying to figure out how to assign the alert, but i am guessing that i will need to use the edit and more options for that as well and use JSON payload. I know that Operations if fairly new, i hope we get more automation actions on alerts soon.   

-wade


author: Fabian Lim
body: The alert is assigned to the responders team based on the escalation policy. If you want to edit more info on the alerts, you will have to use the alert automation functionality. Yes, they are still building improvements.


Tags: cloud

jira-service-management

jira-service-management-cloud

operations

opsgenie
A seemingly simple jira chart question that I just can not solve!
Asked by Phillip_Dang:

I want to display a simple pie chart using jira using simple data. But what I think is simple is elusive.

I have a jira project. I use four labels with this project.

Two labels are "RED" or "BLACK" Tickets can have one or the other, or neither but not both.  
Two other labels "ODD" or "EVEN" Tickets can have one or the other or neither but not both.  
I want to create a jira chart of all RED tickets that are either ODD or EVEN. Example, I have 400 RED tickets, 150 are ODD, 200 are EVEN and 50 are neither. I want the jira pie chart to show 150 ODD or 200 EVEN.  
First I create a filter of all Jira tickets of the project that is RED and ODD OR RED and EVEN. In the example, the resultset returns 350 tickets.   

But when I use the filter for the Jira Chart and group by Labels, it gives me 3 categories: 150 ODD, 200 EVEN and 350 BLACK. I don't want the BLACK label which is really a duplicate of the ODD and EVEN aggregate. Is there a way to create a jira chart of just 150 ODD and 200 EVEN? (Note I know I could create custom attributes) but wondering if we can keep our solution using just labels.  

Thoughts?


Answers:
author: Danut M _StonikByte_
body: Hi [@Phillip_Dang](/t5/user/viewprofilepage/user-id/4990074),

The behavior is expected considering that that Labels field is of type multi-value and you actually have multiple labels on same issue.

What you could do:

1. Use two different fields of type Label instead of one: One field (Color) to set RED or BLACK and another field (Parity) to set ODD or EVEN, or

2. Instead of Pie Chart, try using the Issue Statistics gadget

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343437iEB57089EED417E3A/image-size/large?v=v2&px=999 "image.png")

It will still display the BLACK issues (which you can interpret it as the Total), but at least will give you correct data about ODD and EVEN.

Danut


Tags: cloud

jira-service-management

jira-service-management-cloud
Lost template option during tickets resolution
Asked by Maksim Gutnikov:

Hello there.  

Could you please assist, after Google Chrome update to Version 127.0.6533.120 (Official Build) (64-bit) we lost the option for selecting templates for ticket resolution here   
![image.png](/t5/image/serverpage/image-id/343326i9A094CCBDD4F1C4B/image-size/large?v=v2&px=999 "image.png")  

Despite that, in the comments, this option is still available  

![image.png](/t5/image/serverpage/image-id/343327i82160B92E527CF46/image-size/large?v=v2&px=999 "image.png")  

So, any options to fix that? Or just wait for the next Chrome update?  

Thanks in advance.  


Answers:
author: Mohamed Benziane
body: Hi,

it looks like a transition screen, in these screen the canned response is not available

<https://jira.atlassian.com/browse/JSDCLOUD-12765>


Tags: data-center

jira-service-management

jira-service-management-data-center