youngmon/atlassian-qna huggingface dataset:
How to make JSM portal to a Featured portal or hide it?
Asked by Elaine Lu:

Hi,

How to make a JSM portal to a Featured portal or hide it![Screenshot 2024-06-26 at 11.03.21 AM.png](/t5/image/serverpage/image-id/331921iB3A587D143455B15/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 at 11.03.21 AM.png")

I am at the help center by going to

1. Go to **Settings** () \>**Products** \> **Jira Service Management** \> **Configuration**.

2. In the **Help center** section, select **View all help centers**.

3. Select the help center of your choice.

I select customize - from here. how do I make the bottom portal in "More Portals" section to a Featured portal or hide it? Can't find the option anymore. I was able to do it like 1 month ago.

<https://support.atlassian.com/jira-service-management-cloud/docs/hide-portals-from-your-help-center/>


Answers:
author: Mikael Sandberg
body: Instead of selecting Customize, go back and select Edit home page layout. From here you can select the projects that should appear under featured, and you can also hide projects if needed. Once you are done editing, select Publish layout at the top.

comments: author: Elaine Lu
body: How to go to "Edit home page layout"? Can't find this option in

**Settings** () \>**Products** \> **Jira Service Management** \> **Configuration**.

Can you provide screenshot?

Thank you!


author: Mikael Sandberg
body: From the Configuration page, click on Edit the layout of your help center:

![Screenshot 2024-06-26 at 4.41.27?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331990i1DF198E850A6CA45/image-dimensions/396x171?v=v2 "Screenshot 2024-06-26 at 4.41.27?PM.png")

Another way to get there is to go to your project and click Channels \> Portal and then navigate back to the main help center screen, from here click Customize and you will see Edit homepage layout.

![Screenshot 2024-06-26 at 4.40.33?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331991iEBA3CBC261D80E52/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 at 4.40.33?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Route service desk tickets to different queues based on unlinked Forms answers
Asked by Mikeb:

I have, say, 5 different request types in JSD. Each of them has at least one form and those forms have multiple-choice questions that are NOT tied to a jira custom field.   

I want to be able to determine which queue a ticket should go to based on the answer to one (or more) of those multiple-choice questions.   

For example:  
Request Type \`Mobile\` has a form that assesses if the request is about:   
1. Login  
2. Upload  
3. UI

Based on the answer to that question I want to route the ticket to the right queue for the right team. Is this possible?

This example is obviously simple. I know I could create custom fields to map to these form questions, but there are many, and the response options are often updated.   

We cannot use add-ons.


Answers:
author: Mikael Sandberg
body: Queues are basically just filters, so in order to route ticket to the right queue based on form answers you would either need to link the field to a Jira field. The other option would be to use the API for Forms to get the answer and then either set a component or a label and this will route the ticket to the queue.

comments: author: Mikeb
body: Understood about the queues.

It's the routing that I'm having trouble with.

Your suggestion about the Forms API - can you link me some more documentation about that? That seems the only solution unless I want to create custom fields for each of these form questions.


author: Mikeb
body: Ideally, we could use the Jira automation to reference these fields, but alas...


author: Mikael Sandberg
body: You can find the Forms API here, <https://developer.atlassian.com/cloud/forms/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Use project key instead of number in portal URL
Asked by Christophe Pettus:

Right now, the URL for the portal uses a serial number to identify the project (\`<https://xxx.atlassian.net/servicedesk/customer/portal/1>\`). This is pretty insecure, since a \`/1\` implies the existence of \`/2\` etc. Is there a way to use the project key (or other identifier) there instead?


Answers:
author: Michel Neeser
body: Hi [@Christophe Pettus](/t5/user/viewprofilepage/user-id/5530052) and welcome!

You can't change this identifier, every portal uses a fixed integer number.

What makes you think that this is insecure? If someone switches the number in the URL, they only get access to the respective portal if they have the permission to see it.

Hope this helps!


author: Christophe Pettus
body: It makes the open portal feature useless, since anyone who can guess the URL can post issues there. (I'm not commenting on whether open portals are a good idea in general, but that feature does exist.)


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I not send any emails to the requestor when they create an issue under certain request type?
Asked by Tyler Giles:

What I am attempting:

One project, 2 request types. 1 request type will act as normal, and send the email notification to the requestor: "We received your issue..." but if they come in through the other request type, no such email is sent.

Why:

I would like to receive both requests from team members AND vendor notifications in this project. Certain vendor emails will open issues with the vendor if you reply to them. And then this could create a issue creation loop. i.e. my "We received your issue..." notification opens an issue with the vendor which I would not like to happen.


Answers:
author: Pavol Go?al
body: Hello [@Tyler Giles](/t5/user/viewprofilepage/user-id/5525501)

you can disable associated customer notifications ("Request created" sends confirmation email to the customer) and then create automation to check for a new issue created in your JSM project, that has "Request Type" field equal to "Emailed request" and then use "Send email" action.

comments: author: Tyler Giles
body: So I have thought of this, but I was hesitant to disable these notifications as they seem like such a huge part of JSM. I figured that would not be the best practice.


author: Pavol Go?al
body: I agree. This might not be the best practice. Unfortunately, I cannot think of another solution so maybe someone else from the community might react and help you :)


author: Tyler Giles
body: Another way to think of this is  
\`\`\`if issue created with portal, send requestor a notification email\`\`\`  

\`\`\`if issue created through email channel, **do not** send requestor a notification email\`\`\`


Tags: cloud

jira-service-management

jira-service-management-cloud
Share tickets with organization
Asked by Sarah Cristina Bizewski:

In our projects we have the "share with" field where we have the options to share the ticket with our entire organization or with no one.   
Sharing tickets with the entire organization would not be the best solution, as we use JIRA in the organizational context, with several sensitive data from our accounting, payroll...   
I would like to know how to hide the "share with" field from our forms as they are currently native on our portals.   
And would hiding this field have an impact?

![Screenshot_27.png](https://community.atlassian.com/t5/image/serverpage/image-id/331913i4E1B416636754DFD/image-size/large?v=v2&px=999 "Screenshot_27.png")

Cordially


Answers:
author: Dan Breyen
body: Hi [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034) welcome to the community! At this time you can't disable the 'Share With' functionality on the main portal page. There is a couple of Atlassian tickets submitted to put some controls around this functionality.

[JSDCLOUD-10455](https://jira.atlassian.com/browse/JSDCLOUD-10455)

[JSDCLOUD-7057](https://jira.atlassian.com/browse/JSDCLOUD-7057)

You're not the only one requesting this change. (I'm in that camp). Please Vote for and watch it.

I recommend to all our user for my specific JSM instance to NOT do that when they create tickets, but to use the 'Request Participant' feature instead after the ticket is opened to invite particular people onto that specific issue.

Hope that helps.

comments: author: Sarah Cristina Bizewski
body: Good morning, thank you for the reply.  
What I find funny is that I have forms where we don't have the "Share with" field, for this reason I suspected the possibility of removal.


Tags: cloud

jira-service-management

jira-service-management-cloud
Having an Agent from one JSM Project create a linked Issue in another JSM project
Asked by Thomas.Tschuor:

I would like an agent from one JSM project to create a new linked issue in another JSM project where they are not an agent. Is this possible? I am able to do this as an admin but it looks like the agents of project A cannot create a new linked issue on project B.

What permissions do I need to give to Agents on project A to be able to create a new linked issue in project B and then be able to update that project in the portal just as a customer could do. For Agent from project A creates a linked issue in Project B and is then asked to fill out a form on that linked ticket in Project B. I have added the Agent from Project A as a participant to the issue in Project B and they are already the reporter if that issue in Project B but they still cannot see the ticket in the portal under show me the tickets I have created.

Thanks

T2


Answers:
author: Benjamin
body: Hi [@Thomas.Tschuor](/t5/user/viewprofilepage/user-id/5284213) ,

Here's the documentation what needs to be done in order to link tickets between project

<https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-linking/#>  

You should also have browse project permission in order to see the tickets to link as well.

Hope this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud

linked-tickets
URL for URL redirection from the old server
Asked by Suhas Shastry:

We had recently moved the JSM server to JSM Cloud and we had migrated all the data from the server to Cloud as per the document.

Since there are few users who still have the old URL of the ticket in server and click on those links to find the details of the ticket. As part of this action, we had to add the URL redirection to the old URL of the server to point to JSM Cloud URL.

If we just specify the URL of the instance it takes us to the My Works page which need to be redirected to the appropriate request in the server. Since we have both agent and customer portal for viewing the issue, is there any URL suggestion that works for both agent and customer portal?

Can someone help us with your suggestions?

Thanks!


Answers:
author: Bruna Silva
body: Hello [@Suhas Shastry](/t5/user/viewprofilepage/user-id/4296861),

Thank you for reaching out to Atlassian Community!
> The URL should be redirected to appropriate issue in the Cloud.

Currently, this is not available in Cloud as a native functionality, but we have some feature requests about it:

* [Ability to redirect company URL to Atlassian Cloud](https://jira.atlassian.com/browse/CLOUD-10881)
* [Provide ability to redirect jira.com URLs to atlassian.net URLs](https://jira.atlassian.com/browse/CLOUD-5790)

Looking through the Atlassian Community, I've found these posts related to URL redirection that can provide you with some insights and workarounds:

* [Don't Let Your Users End up in a Dead End! using a reverse proxy](https://community.atlassian.com/t5/Atlassian-Migration-Program/Don-t-Let-Your-Users-End-up-in-a-Dead-End/ba-p/2508545)
* [Forwarding from old server workspace URL to cloud workspace](https://community.atlassian.com/t5/Jira-questions/Forwarding-from-old-server-workspace-URL-to-cloud-workspace/qaq-p/2666058)

I hope this helps.

Regards,  
**Bruna**


author: Benjamin
body: Welcome [@Suhas Shastry](/t5/user/viewprofilepage/user-id/4296861) ,

You can view the ticket either way if you are both the agent and customer. Whether through the portal of through the Jira Agent view. Since you are somehow directed to you own My works page, you want to redirect to the Portal page to view the ticket.

Hope this helps

comments: author: Suhas Shastry
body: Thanks Benjamin. Yes, I have the agent access. But the ask here is about redirection of URL on click to an older link that has the server instance URL. Users with customer access should be redirected to the customer portal page and agents should be seeing it in their default view.

Redirection to My Work page works now. But the URL should be redirected to appropriate issue in the Cloud. Is it possible?

Thanks,

Suhas


Tags: cloud

jira-service-management

jira-service-management-cloud
Open access - just to our staff
Asked by Simon Teppett:

Hi

We have some JSM projects which have invited customers, and some which are open to the public.

Is it possible to create projects where only people who work in our company can access the portal to raise a ticket? It is not feasible to maintain a list of 1000+ internal customer users in JSM.

For clarity - these users just need to access the portal and do not need full Atlassian licensed accounts.

I feel it must be possible to do this but I cannot work out how

Many thanks

Simon


Answers:
author: Mikael Sandberg
body: Yes, that is possible. All you have to do set the channel access to restricted, and then add a group that includes all the people in the company as service desk customer under people.


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding Customer Detail Field To Details Section of Issue
Asked by MJCorcoran:

I am trying to display a customer details record I created (see attached) in the issue view of a Request Type. When I follow the steps in[this article,](https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/) I don't see the field available to choose.

Thanks!![Jira Customer Details.PNG](/t5/image/serverpage/image-id/331886iC1B1D8744BD0A732/image-size/large?v=v2&px=999 "Jira Customer Details.PNG")


Answers:
author: Ciara TN
body: Hi MJ  

Not sure of your set up but make sure the field is in the following:

* available to the project in the settings
* in the relevant screen and screen scheme

Feel free to attach more screenshots and we can try solve this.

-Ciara


Tags: cloud

jira-service-management

jira-service-management-cloud
rafraichissement dans les filtres personnalis?e
Asked by Dominic picard:

Bonjour ? tous

notre entreprise a maintenant Jira comme logiciel de support. Nous avons cr?? des filtres personnalis?e pour une meilleur visualisation. Mais malheureusement dans les filtres personnalis? le rafraichissement ne se fait pas automatique, nous devons constamment cliquez sur le rafraichissement pour voir les nouveaux billets. Merci de m'aider a corriger cette situation


Answers:
author: Mohamed Benziane
body: Bonjour,

cela n'est pas possible voir la r?ponse d'atlassian sur cette demande de feature

<https://jira.atlassian.com/browse/JRACLOUD-30212>


Tags: cloud

jira-service-management

jira-service-management-cloud
Create and manage help centers
Asked by Meire Oliveira:

I want to create multiple help centers, but with domains different from my cloud domain. Is it possible?

Example: My current cloud and portal: help.123ABC.com

I want to create 2 portals with the domains: help.ABC.com help.123.com


Answers:
author: Benjamin
body: Welcome [@Meire Oliveira](/t5/user/viewprofilepage/user-id/5223481) .

You can't change it in this way. However, you can update to custom domains. Here's an article that details about what you can do.

<https://community.atlassian.com/t5/Jira-Service-Management-articles/Custom-Domains-in-Jira-Service-Management-Help-Center/ba-p/2433175>


Tags: cloud

jira-service-management

jira-service-management-cloud
configure email request type - missing in email requests
Asked by Sanita Saukuma:

I have always set email request type for incoming emails. Are there any changes and I can't find? Project settings-\> Email requests-\> more (as describet here: <https://support.atlassian.com/jira-service-management-cloud/docs/choose-a-request-type-for-email-requests/>) is missing Configure email requests.

![Configure_email_request_type.png](/t5/image/serverpage/image-id/331865i9BB6B87610EAFFDE/image-size/large?v=v2&px=999 "Configure_email_request_type.png")

Requests types are defined. Summary, description are added.

This option "Configure email request type" has disappeared from all SM projects


Answers:
author: Sanita Saukuma
body: Found answer: Project settings-\> Email requests-\> Connect email account-\> ...-\> edit-\> Request type-\> choose needed request type.

Unfortunately seems that Atlassian documentation is not changed yet


Tags: cloud

jira-service-management

jira-service-management-cloud
Import data from Trello to Jira
Asked by patricia.ferres@inxpect.es:

I read this link:

<https://support.atlassian.com/jira-software-cloud/docs/import-data-directly-from-trello-into-jira/>  

But I am stuck at the second point because I am no able to find "More" from Sidebar.   

Any help here?   

Thanks!   


Answers:
author: Dave Rosenlund _Trundl_
body: Welcome to the community, [patricia.ferres@inxpect.es](/t5/user/viewprofilepage/user-id/5529794)

Can you share a screenshot of what you see after you click on 'Create new project'?

What I see on my system is that "More" is now the lefthand nav bar, and if you scroll all the way down, you will find 'Import data.'

Here's what I did...![Screenshot 2024-06-26 at 2.56.08?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331939iB8A94ED60C5D6C90/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 at 2.56.08?PM.png")

![Screenshot 2024-06-26 at 2.56.43?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331938i27752B012CDB1059/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 at 2.56.43?PM.png")![Screenshot 2024-06-26 at 2.56.55?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331937iFFFE00AB10DEBE21/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 at 2.56.55?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Time to First Assigned SLA Metric in a Report
Asked by Martinez, Diego:

Hello,

Is it possible to add time to first assigned as a time series for a report? My team wants to only capture that metric and I added it to the goals but it doesn't seem like I can populate that for a report anywhere.

![Screenshot 2024-06-26 073955.png](/t5/image/serverpage/image-id/331858iFE93C6EFAA28E819/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 073955.png")

![Screenshot 2024-06-26 073904.png](/t5/image/serverpage/image-id/331856iE48F4AD2F18602CA/image-size/large?v=v2&px=999 "Screenshot 2024-06-26 073904.png")


Answers:
author: Lisa Forstberg
body: Hi!

I think you may want to use the series Time to first respons (Avg.)

Your Time to first response SLA will stop when the ticket is assigned and you have given your team the goal of 24h to assign the tickets.

In an SLA report you can choose

* created = how many were created in the specified time period
* resolved = how many were created in the specified time period
* %met = for what part of the tickets did you manage to meet the goal (of 24h)
* % breached = for what part part of the tickets did you manage to NOT meet the goal (of 24h)
* avg = will calculate an average time that the team spent for the tickets in the specified time period. Clicking on the underlying data point gives you the elapsed time per ticket.


Tags: cloud

jira-service-management

jira-service-management-cloud

report

time
How do I specify the manager of an employee in a Rule?
Asked by Vincent Luckmann:

Hello everyone,

I have a rule here where I'm trying to specify the manager of an employee.

{{issue.customfield_10098.manager}} would be my approach but I have also tried

{{issue.customfield_10098.manager.accountID}}

{{issue.customfield_10098.manager.id}}

and yes Jira has the permission to read that information out of the directory.

Please help me :(

BR  
Vincent


Answers:
author: Duc Thang TRAN
body: Hello [@Vincent Luckmann](/t5/user/viewprofilepage/user-id/5510230)

Based on your description, I deduce that your custom field name is "manager" and its ID is 10098. If I understand correctly, you want to modify this field via automation  

Below is a smartvalue can work if this fied is type user picker

{{issue.customfield_10098.displayName}}

{{issue.customfield_10098.accountId}}

{{issue.customfield_10098.emailAddress}}

Hope this can help

comments: author: Vincent Luckmann
body: Thank you for the fast response but no.

The field is indeed a user picker but the reporter picks the employee and then Jira checks who the manager of that selected employee is and then applies the manager to the approvers, atleast that's what should happen.

BR  
Vincent


author: Duc Thang TRAN
body: [@Vincent Luckmann](/t5/user/viewprofilepage/user-id/5510230)

Oh, okay, I see. If you don't have too many employees, I think you can create an if/else condition.

If not, I will let someone else who is proficient with webhooks can help you to create an automation that checks and updates the approvers field based on the webhook response.


Tags: cloud

jira-service-management

jira-service-management-cloud
Emails not generating tickets
Asked by Rodrigo Sala:

We have included the service desk email account in a Google group from where we should be receiving tickets. However, not all emails are creating tickets. Some (few) of them randomly don't generate tickets, even if they are email replies to previous emails that have generated tickets. I've checked and there is no clear pattern on what could be blocking the ticket creation. Channel access is open to anyone (internal/external).

Any advice? Thanks!


Answers:
author: Jack Brickey
body: Have you looked at the email logs to see if the email is even received? Are you using a custom email or default?

comments: author: Rodrigo Sala
body: Yes, they are not even showing as "failed/blocked" in the email logs. We are using default one.


author: Bookker Support
body: We have the same problem, using the default email. Some of the new mails recived, sended by the same email address generates a Ticket but some of them not, however our channel access is open only for registered mails and the account we are using is registered.


Tags: cloud

jira-service-management

jira-service-management-cloud
Using a manual trigger to change request type of an emailed request
Asked by Corey Papastathis:

I am trying to create a manual trigger action that will allow me to change the request type of an emailed request. How do others handle this?


Answers:
author: Jack Brickey
body: hi [@Corey Papastathis](/t5/user/viewprofilepage/user-id/5529718) , you may already be aware, but if not, it is important to understand that the request type is associated with an issue type. So the process should be to change the issue type and then the request type. Is there a reason you want to use a ++manual++ Automation for this vs. simply editing in the issue view?

comments: author: Corey Papastathis
body: I was able to use the move option instead of a rule based solution. It takes a few clicks but accomplishes what I need to happen. Switch it to a different request type and add needed info.

Thanks Jack.


Tags: cloud

jira-service-management

jira-service-management-cloud