youngmon/atlassian-qna huggingface dataset:
Email notification
Asked by Facility Management:

I would need your help to implement the following requirement:  
When a ticket was created in Jira by a customer, an email notification should be send to a certain email address/user.

In the Project Settings \> Automation I created a rule, which assigns an unassigned task to a certain user. This triggers an email to the predefined users mail address. Is there another/better way to solve it?

Thanks in advance - Bernd


Answers:
author: Dan Breyen
body: Hi! Welcome to the community. There's two ways to do it.

In your Project Settings, under Details, you can setup a 'Default Assignee'.

Or, if you use components for your tickets, you can define a Default Assignee for that component. In your Project Settings, in the Left Menu, you can select components, and then for each component you have a few options for the assignee. One is 'Component Lead', but you can also pick 'Project Default' or 'Project Lead' (Project Lead is also set in the 'Details' section of your Project Settings.

You shouldn't need to use the Automation if you set one of these options up. Hope that helps.


author: Igor Medeiros - Modus Create
body: Hi [@Facility Management](/t5/user/viewprofilepage/user-id/5381522) ,

If you are looking for alternatives, our app [Notification Assistant for Jira](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview) can assist you with this.

It allows you to create notification rules based on events (e.g. issue assigned) and sent a notification to the assignee.

Feel free to reach out.


Tags: cloud

jira-service-management

jira-service-management-cloud
Not able to close the ticket
Asked by Riddhi Kshirsagar:

Hi,

I am not able to close the tickets for one of my project. I am getting you do not have permission to close the tickets. I am the Jira admin.

Performed the below actions to resolve the issues:

1. I updated the permissions for close issues and resolve issues.

2. Removed properties from workflow

Can you please help me with the same.


Answers:
author: Jack Brickey
body: Hi [@Riddhi Kshirsagar](/t5/user/viewprofilepage/user-id/5209311) , indeed it seems to be a permissions issue. Can you verify that there are no conditions associated with the workflow on the transition to done/closed that might explain the reason?

comments: author: Riddhi Kshirsagar
body: We have added one condition while closing the ticket. However, the same condition is added to other projects as well but I can close the tickets.

![Screenshot 2023-12-07 at 6.46.04 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/295767i27E1537A492A2C3D/image-size/large?v=v2&px=999 "Screenshot 2023-12-07 at 6.46.04 PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How do you combine multiple fields in one column in a queue?
Asked by Stijn_Mensink:

I had to make multiple fields for services, because I needed different values for every request type. Is there a way to combine the fields into on column.


Answers:
author: Marc - Devoteam
body: Hi [@Stijn_Mensink](/t5/user/viewprofilepage/user-id/5341694)

No this can't be done as they are different fields.

You could look at the marketplace app [extension-for-jira-service-management.](https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?tab=overview&hosting=cloud)

This app will allow you to make bundled fields to use different options on different request types.


Tags: cloud

jira-service-management

jira-service-management-cloud
Help Center - request / issue list of customer - add column for custom field
Asked by dahu:

Hello Everybody,

in the Help Center in the overview of the customer, where he can see all his requests / issues i want to add a column with information of a custom field which the customer filled when he opened the request / issue.

This information would help him to better separate the requests / issues and to know which request / issue is what about.

Please watch screenshot for better understanding.

Does anybody have an idea?

Thank you very much,

Daniel Hundeck![2023-12-07 11 37 50.jpg](/t5/image/serverpage/image-id/295752i844B528094467346/image-size/large?v=v2&px=999 "2023-12-07 11 37 50.jpg")


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@dahu](/t5/user/viewprofilepage/user-id/5366058) ,

Unfortunately, using native functionalities, it's only possible to display fields which you see on the list.

If you want to present table with more fields, you have to use the app from the marketplace - for example:

* [https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview)
* [https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=cloud&tab=overview)

comments: author: dahu
body: Hello Kate Pawlak,

thank you very much for your fast answer and have a good day!

best regards


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I check exact price we pay for each agent in Jira?
Asked by Vera Valshonok:

How can I check exact price we pay for each agent in Jira?


Answers:
author: Teodora V
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

You can check this on JSM's pricing page: <https://www.atlassian.com/software/jira/service-management/pricing>

Just fill the number of agents you have and it will calculate the price per agent for you.


Tags: cloud

jira-service-management

jira-service-management-cloud
Formating email
Asked by Ricardo:

Hi, when a customer (in this case myself )the email that shows up in the ticket system looks like this:

![Screenshot 2023-12-07 at 11.14.30.png](/t5/image/serverpage/image-id/295749i15D8B33880C5A3C3/image-size/large?v=v2&px=999 "Screenshot 2023-12-07 at 11.14.30.png")

All the attaching logos and images are blown up and in addition the links are visible. How can I change this?


Answers:
author: Jack Brickey
body: Hi [@Ricardo](/t5/user/viewprofilepage/user-id/5381390) , I believe that the following open JAC issues anre associated with what you are experiencing.

<https://jira.atlassian.com/browse/JSDCLOUD-2090>

<https://jira.atlassian.com/browse/JSDCLOUD-6037>

comments: author: Ricardo
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) Thank you for the swift reply.

I see. I'm new to Jira, so sorry for the question, but is it so to understand that my issue would fall under In-line images problem? <https://jira.atlassian.com/browse/JSDCLOUD-12462>

It seemd that the other issues was pertaining to attachments, but the issues was resolved and a fix deployed, but since I'm still seeing issues with both scaling and duplication of images, then is it something I have to activate in Jira?


author: Jack Brickey
body: The issue you are experiencing is with signature logos which come across as attachments. I know that Atlassian has made some changes around better handling of this but to be honest, I'm not in an environment where I have been able to test it for many months. You might wish to reach out to Atlassian support directly to get the latest input.


author: Ricardo
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) Thanks for you help :)


Tags: cloud

jira-service-management

jira-service-management-cloud
ERROR 10R35X9
Asked by apaganelli:

Does anybody knows what it means this error?

The user is agent, works until yesterday without problems.

Now make log off, change browser, clear cache, reboot PC, what else?

![MicrosoftTeams-image (76).png](/t5/image/serverpage/image-id/295746i4B8CF67ED145AD19/image-size/large?v=v2&px=999 "MicrosoftTeams-image (76).png")


Answers:
author: Brant Schroeder
body: [@apaganelli](/t5/user/viewprofilepage/user-id/5162839) if you are still having issues with this error I would first check and make sure it is not due to a saved url. I would also suggest checking and seeing if anyone else is having issues. You should also submit an issue to Atlassian support so they can look at your cloud instance.


Tags: cloud

jira-service-management

jira-service-management-cloud
Need help with Service Desk Functionality
Asked by RG:

Dear Experts,

We are using Service Management Server version 4.20.11 on prem server, When we will get ticket in our project, Initial status of the ticket is "**Waiting for Support** " Agents move this ticket to **IN progress**. During In-progress transition, we have one comment box on transition screen, where we have 2 options "Comment Internally" and "Respond to Customer"

If agent will select comment internally and ticket will move to In-progress status

If agent will select "Respond to customer", ticket will move to "Waiting for Customer" which is not working in our case.

Could you please help us to fix this issue.

![ViewAutomation.JPG](/t5/image/serverpage/image-id/295743iE384FCF84A9F23E3/image-size/large?v=v2&px=999 "ViewAutomation.JPG")![Automation.JPG](/t5/image/serverpage/image-id/295742i49083E70AEDA266D/image-size/large?v=v2&px=999 "Automation.JPG")


Answers:
author: Marc - Devoteam
body: Hi [@RG](/t5/user/viewprofilepage/user-id/1870250)

The first action ibn your rule does the same action as the action that will not work.

So what is the exact issue?


Tags: jira-service-management

jira-service-management-server

server
can I add multiple email channels with same email address but different source folder to a project?
Asked by Shuoyu Hu:

Hi,

We are configuring the function which allows tickets created from the user sent emails.

We created a dedicated mailbox for doing that, and we also created several folders that different external clients can send their email to their own folder. And our goal is to let Jira create issues from these different folders and assign the issue to different queues

We tried the "Email Requests" function under the project settings, but I noticed that for each email address, I can only set one channel. Is there anyway to add multiple email channels with same email address but different source folders?

We also tried the "Incoming emails" function on system level, it can set the source to different folders but seems cannot assign the created issues to a specific queue.

Can you suggest us what is the best way to achieve our goal in our case?

Many thanks


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Shuoyu Hu](/t5/user/viewprofilepage/user-id/5320623)

JSM don't have feature like you described out of the box. You need to search additional app that will provide you this. In the past I used:

- [https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview)

- [https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview)

but I don't know if they provide folder feature in cloud.

comments: author: Shuoyu Hu
body: Hi Sebastian,  

thanks for your quick reply!

We don't use cloud at this moment.

Actually I'm thinking if JSM supports one email address can only be associated with channel, we may can use automation rule to assign these created issues to different queues based on the keyword or something.

Do you think if it's doable?

Regards,

Shuoyu


Tags: jira-service-management

jira-service-management-server

server
Log file in jira service management
Asked by aya el youssoufi:

Hi dear community!

Are errors, anomalies and actions carried out in the management of Jira services recorded in a log file to ensure traceability? If yes, where can i find this file?

Thank you

Best regards


Answers:
author: Marc - Devoteam
body: Hi [@aya el youssoufi](/t5/user/viewprofilepage/user-id/5358669)

Logging options can be found in the audit log, with limitations.

Main logging is not customer facing, as the integrity of your SaaS instance is controlled by Atlassian.

If you encounter strange behaviour on your instance, you would need to contact Atlassian Support.

Support is only available to paid instances, free instances are excluded from support.

comments: author: aya el youssoufi
body: Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't use assignee in request type
Asked by yoga.pramono:

Hi Team,

Want to ask regarding assignee on request type

before, we can assign or search the name of the assignee field on request type without use automation.

but for now assignee on request type can not use.

is there update for this feature?

![Screenshot 2023-12-07 at 15.43.01.png](/t5/image/serverpage/image-id/295724i30D4C532BCDCC2C5/image-size/large?v=v2&px=999 "Screenshot 2023-12-07 at 15.43.01.png")


Answers:
author: Marc - Devoteam
body: Hi [@yoga.pramono](/t5/user/viewprofilepage/user-id/3819809)

The assignee field can only be used hidden on a request type and have a set default JSM agent as assignee or the option unassigned.

This field can be used as a field the customer can set on the portal, as this is an action based on the field only JSM licensed agents can do.

comments: author: yoga.pramono
body: Noted.

The problem is :

As you can see, its hidden, and user already have the license as agent.

but its cant click at all, so i can not search the name [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

Thank you


author: Marc - Devoteam
body: Hi [@yoga.pramono](/t5/user/viewprofilepage/user-id/3819809)

If you just start typing the users name in the field?

If there are no options, it means that the user is no on the project or you have assigned the agent role to the user, but the user has not been granted a JSM license.


author: yoga.pramono
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

i can't type anything at all, even my name. thats why i ask.

the assignee field can't search or type or click at all ya.

thank you


author: yoga.pramono
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

and fyi, if i try another scenario, its impact to all field with type select user ya.

for example i want to add approval on the request type, and i just add the approval field, it can't be select or search or click at all even if hidden.

thank you


author: Marc - Devoteam
body: How does the permission scheme on the project look like?

Look like there might be permission issues.


author: Gabriel? Vlasova
body: I'm having the exact same issue. Just a week ago I could select assignee for a specific request type. Today, when I needed to change the assignee again, the field is unresponsive -- nothing happens when you click on it.


author: jaison.machanickal
body: I have a colleague that reported this exactly situation to me. Before this week, she had no problem changing the default assignee. Then all of a sudden she can't change it. She is a project admin and has the Assign Issues permission.


Tags: cloud

jira-service-management

jira-service-management-cloud
I am copying a Workflow and get the following message
Asked by Tessa Wiggin [Bynx]:

Hi

I am trying to copy a Workflow to create a new version, and I am getting the following message

We couldn't create your workflow {#toc-hId--409733194}
------------------------------------------------------

You must use a unique status name.

But I am unsure what this actually means, I have been able to create copies before.


Answers:
author: Joseph Chung Yin
body: [@Tessa Wiggin \[Bynx\]](/t5/user/viewprofilepage/user-id/5375894) -

Hi Tessa:

Have you review the source WF to ensure it is configure properly and it is currently running against your project?

I am assuming you are accessing the source WF via Systems \>\> Issues \>\> Workflows UI when you are executing your Copy WF operation? When you use copy option from the drop down list, leave the name of the copy unchanged, it is because the copy function automatically add "Copy..." to the original WF name. Lastly, check in both Active/Inactive tabs to ensure there are no other WF exists with the same WF name of your copy WF.

Can you also check to see if you can copy successfully using other sourcing WF?

If everything looks normal, here is a workaround -

1. Identify your source WF. Instead of clicking "copy," option, please click "edit."
2. Don't making any changes to the WF and click the "Publish draft" button.
3. In the confirmation pop-up window, click "Yes" for "save a backup copy." Fill out your desired "workflow name".
4. You can then access the backup copy of the WF under the "Inactive" tab, and conduct your modifications.

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: dei
body: Hi [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)   
I have the same issue as [@Tessa Wiggin \[Bynx\]](/t5/user/viewprofilepage/user-id/5375894) , but regarding your workaround I have no "Publish draft" Button when editing an existing workflow.


author: Joseph Chung Yin
body: [@dei](/t5/user/viewprofilepage/user-id/4729083)

Welcome to the community. Can you advise on how did you try to edit the Workflow?

Please provide screenshot if possible + your exact steps used to put the workflow in the edit mode?

Best, Joseph.


author: dei
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) Here are my screens. I go to settings, select an inactive workflow and click on copy. Whatever I write in the name and description, I get the error.

![01.png](https://community.atlassian.com/t5/image/serverpage/image-id/323234i4D82DE0F2D1063D9/image-size/large?v=v2&px=999 "01.png")

![02.png](https://community.atlassian.com/t5/image/serverpage/image-id/323232iFC3E00673F1429E8/image-size/large?v=v2&px=999 "02.png")

![03.png](https://community.atlassian.com/t5/image/serverpage/image-id/323233iC1F6D4F8BD97A796/image-size/large?v=v2&px=999 "03.png")

![04.png](https://community.atlassian.com/t5/image/serverpage/image-id/323231i71DD8060265C01B0/image-size/large?v=v2&px=999 "04.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Can unlicensed Jira Service Management users submit forms on open tickets
Asked by Curtis Rosee Lyon:

Hey community,

As the title reads, I want to build a workflow where a Service Request goes to a non-agent technical user for approval. I would like those users to be able to edit and submit an open form that gets added via automation for them.

Is this possible?


Answers:
author: Joseph Chung Yin
body: [@Curtis Rosee Lyon](/t5/user/viewprofilepage/user-id/4226473) -

Based on my experience and knowledge, I don't believe this can be done by non-agent users because one need to access the issue via the project UI and click on "Add Form" button in the issue view UI.

This is documented in the following reference link - <https://support.atlassian.com/jira-service-management-cloud/docs/where-can-my-form-appear/>

"

Add forms to existing issues {#toc-hId--409733222}
--------------------------------------------------

Agents and admins can add forms to existing issues.

"

You can also contact Atlassian Support (<https://support.atlassian.com>) to confirm if my understanding is correct.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Reporting on the date/time of the SECOND public comment
Asked by George Abdo:

Hi All,  
We have a requirement to determine when a follow up (second) public comment was made in JSM.  

Basically, our agents do an initial triage/first response to tickets but due to the volume of tickets, there is a significant delay in getting back to the customers which is why we want to measure when the "second" public comment is made. We believe this is a more accurate measure of when a ticket is actually being worked on.

We do not want to use automation for first response, as some tickets are triaged well or even resolved on first response.

So, the question really is, how to report or measure when a SECOND public comment in ticket is made. We can then see the gap between that and first response.


Answers:
author: Joseph Chung Yin
body: [@George Abdo](/t5/user/viewprofilepage/user-id/5303873) -

A very interesting situation that you presented. In my opinion you may want to customize your WF with a new status for agent to move the issue (initially commented) into when agents add the "Second Comment" to the issue. In the transition, you will create a post-function call to populate the time information into a custom date/timestamp field associated to the issue.

You can then capture the date/time when the second comment is performed.

I realize it may not be ideal, but this is only idea that jumped out in my mind.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: George Abdo
body: Thanks [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)   

I think your approach will work in a sense, however, I am trying to avoid process changes if at all possible.


author: Joseph Chung Yin
body: [@George Abdo](/t5/user/viewprofilepage/user-id/5303873) -

Without the WF customization, you will have to develop your own custom development to achieve your ask.

The WF customization (in my opinion) is the simplest change that you need to make.

However, good luck with your further development. If my suggestion helped you, please remember of click on "Accept answer" when you have a chance.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
"Person Info" field does not match Reporter
Asked by Atkins, Carol:

Customer submitted a ticket and person info field is blank. User does not exist in "person info" drop down but is listed correctly on the reporter field. This is breaking our workflow as it will not route to correct manager for approval. Where does JSM get "person info" feed from?


Answers:
author: Mikael Sandberg
body: Person info is not a default field, so your Jira admin must have created that. My guess is that it is a user picker field and if that is the case then the reporter needs to have an account on your instance, not just as a customer, in order to be listed in that field. Again, this is assuming that the field is a user picker field.

comments: author: Mikael Sandberg
body: It could also be a field that is fed by Assets, but you would have to check with your Jira admin regarding this. The community do not have access to customers instances.


author: Atkins, Carol
body: Thank you Mikael. All very helpful! I am an Admin on the project so I have confirmed they are in our People Assets. We hired professional services for the initial setup and config work so I'm struggling a bit to sort out these type of issues until we hire an engineer :) I will see if I can see where this is pulling from but I agree it must be a user picker field. Thanks again!


author: Joseph Chung Yin
body: [@Atkins, Carol](/t5/user/viewprofilepage/user-id/5191411) -

I agreed with [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) statement. You will need to determine how "Person Info" field is populated - (i.e. via WF post function call when issue is created, or via custom automation rule setup)

You will need to check with your Jira admin on the WF front or JSM project admin on the automation rule side.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud