youngmon/atlassian-qna huggingface dataset:
What makes a ticket reply show up in an email but not the ticket?
Asked by Patrick Beacom:

What makes a ticket reply show up in an email but not the ticket?


Answers:
author: Samuel Gatica
body: Hi [@Patrick Beacom](/t5/user/viewprofilepage/user-id/5470292)

Welcome to the community!

The following diagram shows how Jira processes each incoming email message and determines how its content becomes a new issue or a comment on an existing issue:

![JiraCloud_IssueandCommentCreation.png](https://community.atlassian.com/t5/image/serverpage/image-id/340609i0EF2CF3A5C444469/image-size/large?v=v2&px=999 "JiraCloud_IssueandCommentCreation.png")

There are several reasons why a ticket reply might show up in an email but not appear in the ticket itself in Jira Service Management (JSM). Here are some common causes:

1. Permission Issues:  
Agent Permissions: If the person replying to the ticket does not have the necessary permissions (e.g., they aren't an agent on the project), their comments might be added to the ticket via email but not reflected in the Jira interface.  
Project Permissions: Ensure that the user has the correct permissions to view and comment on tickets within the project.

2. Replying to a Notification Email:  
Email Parsing Errors: If a user replies to a Jira notification email, and the email body contains special formatting, signatures, or attachments that Jira can't parse correctly, the comment might not be added to the ticket.  
Stripped Content: Jira's email handler might strip certain content from emails, leading to a comment not being properly logged.

3. Email Handler Configuration:  
Jira Mail Handler Settings: If the mail handler is misconfigured, it might process the email incorrectly, causing the comment to be sent via email without being added to the ticket.  
Restricted Comments: In some configurations, Jira might be set up to only accept comments from certain domains or email addresses, causing replies from other addresses to be ignored on the ticket but still sent as notifications.

4. Internal vs. Public Comments:  
Internal Comments: If a reply is categorized as an internal comment (often restricted to agents or specific roles), it might not be visible to all users, especially if they are viewing the ticket through the customer portal.  
Notification Scheme: The notification might be sent based on the project's notification scheme, even if the comment isn't visible to all users in the UI.

<br />

**Troubleshooting Steps:**   
- Check Email Logs: Look at the email logs in Jira to see if the email was processed correctly.  
- Review Permissions: Verify that the user has the correct permissions to view and comment on the ticket.  
- Test Email Handler: Test the email handler configuration to ensure it's set up properly.  
- Review Notification Scheme: Check the project's notification scheme to understand who receives notifications and why.  
- Internal Comments: Ensure the reply wasn't added as an internal comment that's not visible to customers.

<br />

Hope this helps!  
Best regards  
Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
Rules to restrict certain emails from being created as tickets
Asked by Vinod Kaliappan:

Hi Community,

We use JSM and have enabled the email channel to create tickets.

However, we don't want emails from a certain sender to be created into a ticket unless the subject has certain words.

Is this possible? If so, how do I go about it?

Thank you in advance.


Answers:
author: Adolfo Casari
body: [@Vinod Kaliappan](/t5/user/viewprofilepage/user-id/5053550)You will need to create an automation rule (Issue created being the trigger) to handle that scenario and delete the emails from that reporter that don't pass the condition (using a regex with the summary).


author: Lisa Forstberg
body: Hi!

You can create an automation to scan for the particular reporter and the unwanted summary and delete those tickets, alternatively resolve them automatically?

best regards

/Lisa


author: Jim Knepley - ReleaseTEAM
body: If it's OK for the unwanted emails from that sender to be dropped before arriving in the inbox, you could almost certainly work up an email filter with your email provider to delete them before the email puller can fetch them.


Tags: cloud

jira-service-management

jira-service-management-cloud
Clone already existing workflow
Asked by Mariano Edvardsson:

Hello! I have added a new issue type to my Marketing project called "Website Ideas". I would like to use the same workflow as "Request a campaign" but adding a few statuses.

Thing is, I can't seem to find a way to clone \`MKT: Marketing asset request workflow for Jira Service Management\` without having to recreate everything from scratch.

for the time being, I find myself forced to share workflows as seen on the screenshot below.

Do you know of a way to achieve this on the admin console or with an app? I've explored to no avail but can't find anything that can help me achieve this.

Thanks in advance!

![Monosnap Image 2024-08-07 13-37-44.png](/t5/image/serverpage/image-id/340581i129405B39EFCDAAC/image-size/large?v=v2&px=999 "Monosnap Image 2024-08-07 13-37-44.png")


Answers:
author: John Funk
body: Hi Mariano,

Go to Settings \> Issues \> Workflows

Search for the workflow, the click the 3 dots under Actions and select copy. Then make your changes in the copy while it is still Inactive. Then add the new workflow to the workflow scheme and associate it with the new issue type.

comments: author: Mariano Edvardsson
body: Thank you! That is it. After I did some RTFM I found how to do it. It would be awesome to be able to do it from the project configuration directly. But this works awesome. Thanks!


author: John Funk
body: Great! Glad I could help.


Tags: administration

cloud

jira-service-management

jira-service-management-cloud

workflow
Access Primary Jira Ticket
Asked by William Bolling:

I had a question that you may be able to answer. If you need me to run it through Vince and have a ticket opened please let me know.

What's happening is we're unable to open the original tickets that get sent to us. To see the ticket we have to login to our own version of Jira and then find the associated ticket that's under a different name.

Below is an example of what I'm referring to.

I was out of the office Mon-Tues the below tickets came in to Jira. Since they were all already in difference statuses. I couldn't get to them without entering search terms to find them all.

We're still looking for read only access to at least see these tickets when we click on the links. Also these are the only types of tickets we get currently.

![JiraScreenshot 2024-08-07 112122.png](/t5/image/serverpage/image-id/340572i67E61B937A32F875/image-size/large?v=v2&px=999 "JiraScreenshot 2024-08-07 112122.png")


Answers:
author: Trudy Claspill
body: Hello [@William Bolling](/t5/user/viewprofilepage/user-id/5558592)

Welcome to the Atlassian community.

It seems like you think you are communicating with somebody specific with your statement "If you need me to run it through Vince..."

You have posted your question in a public user forum for users of the Jira Service Management product from Atlassian. We are not privy to conversations you've had with other people, and we are not the tech support team for your instance. But we are happy to try to help you debug issues with JSM.

Is the link you are trying to use including the issue keys we can see in the first image? Can you share that link with us, excluding the base URL?

The message says the issues are getting transferred. Are they being moved to another Jira project? What is the URL for the new tickets, excluding the base URL?

comments: author: William Bolling
body: Hello and thank you very much for responding and for the information.   

Our support team just found out that there are two distinct instances of Jira that we've set up. There is the portion where the users can open tickets up and view their tickets.  

There's also the projects portion where once a ticket is transferred to our project we can then view them.  

I informed them that we'd most likely need read-only access to see the ticket information that is directly going from their entry to our email but not our project.  

I'll close this now but thank you again for responding.

<br />

<br />


Tags: cloud

jira-service-management

jira-service-management-cloud
Does anyone know how to add a custom form when adding a transition in a workflow?
Asked by Angel Figueroa:

I am creating a onboarding process flow for my company. When the applicant moves, there are specific tasks, in which I created individual forms, to be completed by the person. So when I update the workflow and have it assigned to the specific person, I would like to add a custom form for the assigned person to complete. Can this be done?


Answers:
author: Christopher Yen
body: I was also looking for issue view forms to guide agents through a workflow but have yet to find one a solution using forms or screens but we ended using [checklists](https://marketplace.atlassian.com/apps/1220209/checklist-for-jira-free?tab=overview&hosting=cloud)for our onboarding process.

As the onboarding record moves through the workflow different checklists are added via automation and in the workflow we added a condition that the record cannot move to the next status until the checklist is complete.

![2024-08-07 09_46_16-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/340582iD0B3693EFAA52AF3/image-size/large?v=v2&px=999 "2024-08-07 09_46_16-Window.png")


author: Matheus Souza Alves
body: Hi Angel,  

Matheus from the TitanApps team is here.  

Your onboarding process looks like a perfect fit for the functionality of our Smart Checklist for Jira [add-on](https://titanapps.io/products/jira-checklist).  

Our add-on allows assigning users to specific items in your checklist. This gives visibility for the users whom can track all the items assigned to them. Read about formatting possibilities [here](https://railsware.atlassian.net/wiki/spaces/CHK/pages/88866897/Markdown+support) and watch our demo.  

With our [Templates feature](https://railsware.atlassian.net/wiki/spaces/CHK/pages/110961273/Templates) and Automation for Jira, you can streamline your entire process, saving time and ensuring consistency.  

Templates allow you to craft checklists for each of your onboarding process steps, eliminating the necessity of re-creating checklists for every new onboarded member. Then you can use [Templates with Automation](https://railsware.atlassian.net/wiki/spaces/CHK/pages/3454730255/Add+Checklist+Items+on+Issue+Transition) for Jira tool to automatically add them your tasks after certain triggers/events.  

Feel free to reach out to us directly at [support@titanapps.io](mailto:support@titanapps.io) or book a [demo](https://calendly.com/titanapps/smart-tools-for-jira-atlassian?back=1&month=2024-08).  

Let us know if you have any other questions.  

Regards,  

TitanApps Team.


Tags: cloud

jira-service-management

jira-service-management-cloud
Get new ticket number after issue created via automation
Asked by Drishti Maharaj:

Hi,

We have a project that when an issue transitions to a particular status, an automation will run to create a new issue in a seperate project copying the details over from the original issue and adding some extra information.

Is there a way through to link the issues in the automation or somehow send an email with the new issue number to a certain individual?

Thanks.


Answers:
author: John Funk
body: Hi Drishti,

Sure, at the end of your automation rule that creates the Issue, add an action for Send Email and include {{issue.key}} to see the new issue key. And in the body of the email, you can use \<a href="{{issue.toUrl}}"\>{{issue.summary}}\</a\> to add a clickable link.

If you will share the rule here, we can take a look to make sure you have it correct.

comments: author: Drishti Maharaj
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) - it seems that it is bringing the original issue key and not the issue key of the new issue that was created in a different project.

I am trying to include the issue key of the new issue that was created and not sure if that would be possible.

![Screenshot 2024-08-12 072803.png](https://community.atlassian.com/t5/image/serverpage/image-id/341144i045728488D8643FB/image-size/large?v=v2&px=999 "Screenshot 2024-08-12 072803.png")


author: John Funk
body: In that case try {{createdIssue}}


author: Drishti Maharaj
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) - that has worked like a charm! Thank you so much!


author: John Funk
body: Great! Glad I could help.


author: Mark Higgins
body: Hi Drishti,

You can also link the tickets in the automation.

When you create the new issue you can set the Linked Issues field, like this:

![Screenshot 2024-08-08 105803.png](https://community.atlassian.com/t5/image/serverpage/image-id/340634i6E6055F2950AEB9C/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 105803.png")

then in the area below where you set the field you can do this:

![Screenshot 2024-08-08 105901.png](https://community.atlassian.com/t5/image/serverpage/image-id/340635iFDAF57EC9DEC65CE/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 105901.png")

Hope that helps

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
how display only a limited number of request types on portal
Asked by M?lanie Liguet:

Hi,

I have a customer portal on JSM which contains a lot of request types.  
Request types are grouped into group portals.

but the portal displays all request types. it's not very pretty and not very readable. ![Capture.PNG](/t5/image/serverpage/image-id/307839iF067E892D5AF5338/image-size/large?v=v2&px=999 "Capture.PNG")

Is it possible to display only a limited number of request types?  
It is possible to use a sub-group ?

regards,


Answers:
author: Adolfo Casari
body: [@M?lanie Liguet](/t5/user/viewprofilepage/user-id/4533707)I suggest you to rethink your approach.

Since you are on premium you have access to Assets, where you can create your service catalog and then have a few assets customfields and have a generic request (like Request) where you can use those customfield to pick the actual request.

For example have 2 customfields (Service, Product) then Network/Security or Applications would a service and any of those in the long list would be a product related to the service.

In Assets you will have to make a relationship between services and products that link both in a hierarchy.


author: Mikael Sandberg
body: You cannot use sub-groups within the portal groups, but you now have the option to [limit request types](https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/) by going to the request type and click on the padlock to set the restriction. Another option would be to not assign your request types to a portal group that you do not want to be visible on the Portal. You would still be able to select the hidden request types if you click on the Create button or via automations.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer Satisfaction wording
Asked by Mandy Hopper:

Is there a way to edit the wording "Awesome - we got it" that pops up once you have enabled the customer satisfaction feature, as this wording is not ideal in this setting! And also can I make the star outlines visible as they don't show up in my project?


Answers:
author: Mark Higgins
body: Hi [@Mandy Hopper](/t5/user/viewprofilepage/user-id/5519883)

I may be off track here, so I apologise up front.

If you want to change the 'Request Created' message that is sent to the customer when they create a request?

Than can be done in Customer notifications -\> Request created -\> edit.

![Screenshot 2024-08-08 110910.png](https://community.atlassian.com/t5/image/serverpage/image-id/340637i34F1360983F6283D/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 110910.png")

If that's not what you were asking, my bad.

M

comments: author: Mandy Hopper
body: Thanks Mark, but no it is in the customer feedback response as per Pratik's response it doesn't look like it can be edited. Thanks for replying though :-)


author: Pratik Pathak
body: Hi Mandy,  
**Unfortunately, as of now, there's no direct way to edit the default "Awesome - we got it" text in Jira's customer satisfaction feature.** This is a standard system message that cannot be customized within the core Jira interface.  

<br />

comments: author: Mandy Hopper
body: Thanks Pratik, that's a shame but I guess we will live with it!


Tags: cloud

jira-service-management

jira-service-management-cloud
Gather information about an asset from customers
Asked by Maximillian Tjhi:

Hello!

I'm using JSM for kind of an edge use case, but what I'm trying to do is gather information about an asset from a client using the Service Desk. For example, I have a product "Can of Beans." I have information about this product as attributes such as height, weight, can type, etc. The goal is to pre-populate a form with this asset information, and have the customer fill in information that we need from them like color, can shape, etc. Is there an app/method of doing this?

Thanks community!


Answers:
author: Christopher Yen
body: Hi [@Maximillian Tjhi](/t5/user/viewprofilepage/user-id/5562351) welcome to the community!

To accomplish this I would start with creating a request type for the customer portal, you can have a custom field with a dropdown of products like "Can of Beans" then fields asking color, can shape, etc and use an automation rule once the issue is submitted to create or update an asset using a combination of inputted data for the customer filled fields and automatically apply the known information such as height, weight, can type, via the rule based off the product selected

comments: author: Maximillian Tjhi
body: Thank you for the reply Christopher! That makes sense, but I'm trying to get the information to show up once the customer selects the asset from the dropdown. Let me try and clarify:

I am creating a form in a service project. First order of business in the form is for the customer to select the asset (ie: "can of beans"). In the backend, attributes like height, weight, and can type are already in the system with data that we have. Upon selecting the asset, the customer needs to see (in read-only format) the height, weight, and can type in order to fill out attributes like color, can shape, etc. The reason for this is that the customer needs to see information in the attributes that we have already filled out so that they can make their own calculations and fill out the currently blank attributes that we need from them. Does that make sense?


author: Adolfo Casari
body: [@Maximillian Tjhi](/t5/user/viewprofilepage/user-id/5562351)You need something like scriptrunner Behaviours to do that. Althought there is a version for Cloud, I don't believe that scenario is supported yet. For Data Center is doable with Behaviours.


author: Christopher Yen
body: [@Maximillian Tjhi](/t5/user/viewprofilepage/user-id/5562351)

Yes like Adolfo says I think the auto populate capabilities on the customer form would require scriptrunner.

One alternative could be to use forms and create conditional sections displaying the attributes as just a label depending on which product is chosen but this would probably only work if you only had a small number of products to choose from because it would be all manual to keep up to date.


author: Maximillian Tjhi
body: [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257) Good ideas. I'll look towards implementation. Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud

unresolved
Requests and Approvals iso organisations on customer page
Asked by Aldona Akkermans:

We were informed by a customer that iso seeing the organisations they are part of they see 'Requests' and 'Approvals'. Is that a new feature and can this setting be set back? Thank you for advising.


Answers:
author: Lisa Forstberg
body: Hi [@Aldona Akkermans](/t5/user/viewprofilepage/user-id/1191195)

If you have added an organization and added customer users to the organisation, that user will see the organization option when creating a ticket. This field is automatically added, you can not add/remove as other custom fields.

best regards

Lisa

comments: author: Aldona Akkermans
body: Thanks Lisa, I am however referring to the help center main page of the project. Previously iso Requests and Approvals, I could see the organisations I was part of. Can I set these settings back? ![Jira ticket.png](https://community.atlassian.com/t5/image/serverpage/image-id/342978iF71623D2A38953E4/image-size/large?v=v2&px=999 "Jira ticket.png")


author: Lisa Forstberg
body: Oh now I get you! With the latest roll outs of the new helpcenter / portal design the user have lost the information about the organizations they belong to?

I think you better send in a support ticket to Atlassian. It can't seem to find any config that allow us to control the display of the organization tag for customers.

br

Lisa


Tags: cloud

jira-service-management

jira-service-management-cloud
Como activar confluence con plan free para JSM
Asked by Grettel Perez:

Hola,

Necesito ayuda, actualmente tengo el plan standar de JSM pero quiero activar el confluence free como puedo hacerlo.

Cuando trato de activarlo me arroja confluence standar


Answers:
author: Aaron Pavez _ServiceRocket_
body: Hola [@Grettel Perez](/t5/user/viewprofilepage/user-id/5555336)

Tienes acceso a admin.atlassian.com?

Solo un Org admin puede agregar nuevos productos.

![2024-08-07 14_28_23-Administration ? Mozilla Firefox.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/340599i55EA4446DCFD20E4/image-size/large?v=v2&px=999 "2024-08-07 14_28_23-Administration ? Mozilla Firefox.jpg")

Haz click en Anadir producto y en la lista saldra Confluence.

Saludos

Aaron


Tags: cloud

jira-service-management

jira-service-management-cloud