youngmon/atlassian-qna huggingface dataset:
Automating the adding of stakeholders to incidents?
Asked by Rob McBride:

Hi

We are a cyber security company, and we are using JIRA to manage cyber security events / incidents across our different clients, as part of our SOC service.

We have a use case, which seems simple enough, but does not seem possible to implement... any help would be very gratefully received ?

How we have currently set things up:

1. Customers currently raise potential incidents as a service request. They are automatically assigned to an Affected Service based upon the URL of the person raising it - we have 1 affected service per customer name.

2. We review the service requests and if deemed to be an incident, we use an automation rule to convert this to an incident (it closes the service requests and creates an incident).

3. Once it is an incident, we perform a review to determine the criticality/classification. We have a custom field for this which can be set to Red / Amber / Green. There are 3 automation actions called "Classify as Red", "Classify as Amber" and "Classify as Green".

**WHAT WE ARE SEEKING TO DO:**

Based upon the classification and affected service, **we are trying to automatically stakeholders or watchers to the incident ticket. These stakeholders are customers, so they are unlicensed, but we have assigned them a stakeholder license in JIRA.** Note: We have premium licenses.

For example, if we have a Ransomware incident (RED) at a specific customer, we want to automatically add certain stakeholders from our customers to the incident ticket and not rely upon a SOC analyst manually adding them.

**THE ISSUE:**

It appears to be possible to automate the adding of Watchers to an incident, but not Stakeholders? Whilst Stakeholders can be external / unlicensed, it doesn't appear that watchers can be...

Many thanks for any help in advance.


Answers:
author: Rilwan Ahmed
body: Hi [@Rob McBride](/t5/user/viewprofilepage/user-id/5279962) ,

If your intention is to share the incident details to unlicensed users, then make use of request participant field which can be updated using automation rule.

Project settings --\> automation rule --\> THEN: Edit issue --\> Request participants.

Users in [request participant](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/) field does not consume the license. You can just add any email ID in the field.

comments: author: Rob McBride
body: Amazing! Thank you. I have to say JIRA do not make this easy with Stakeholders, Watchers, Request Participants... Request Participants is the one I need, though!


Tags: cloud

jira-service-management

jira-service-management-cloud
Project settings not fully available anymore.
Asked by Andreas Geesen:

The original creator of a service project is no longer a member of it. Another account was introduced and the original removed.  

Since then we no longer have access to the complete project settings. Even the organisation admin only sees a reduced settings page. How can this be restored?


Answers:
author: Andreas Geesen
body: What i did now was include the project leader into the global administrator role and now all project settings are available to him.

Makes me wonder why neither our other administrator account nor the organizational admin account would not see the full project settings.   
They're just not part of the project - why should they be. Admin accounts should not be used for working on a project in my opinion but be able to administer it.

comments: author: Andreas Geesen
body: For all those who are stuck in the same place:

A service project can only be fully managed by a member of the same project who also has the global admin role.

Because I do not approve of the permanent use of an admin role, a good practice is to only assign the admin role for as long as settings in the service project need to be changed.

Thanks for the helpful answers that pointed me in the right direction.


author: John Funk
body: Hi Andreas,

At least one user (should be more than one) should have Jira Administration permissions (Jira Administrator). As an Org Admin you might be able to grant that.

comments: author: John Funk
body: If you can't elevate the Org admin, then you will need to open a support ticket with Atlassian.

<https://support.atlassian.com/contact/#/>


author: ?ukasz Modzelewski _TTPSC_
body: If you don't have backup, then removed user is gone. Maybe Atlassian support can help somehow.

You can check if the new user has the agent and administrator role in given project (maybe also project lead role).  
<https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/>

You can also check the audit log to see if there are any mentions of the removed user to see if something needs to be updated for new user.

comments: author: Andreas Geesen
body: The new user has the Agent role. I can only assign him the additional roles of 'Customer', 'User access admin' and 'Stakeholder' in the project.


author: Andreas Geesen
body: A quick update. I have no option do elevate even the organizational admin to be an "admin" for this project.  

I'll have a look into audit logs now.


author: ?ukasz Modzelewski _TTPSC_
body: ok, so maybe there is something twisted going on in permission, where that user was included as exact user (not as role or group)


Tags: cloud

jira-service-management

jira-service-management-cloud
Delete emails when issue was created
Asked by Marco Dieckhoff:

Hi!  

In Jira Service Management, we attached an IMAP box (Microsoft 365) for having incoming tickets on our own mail address.  

Processed mails, where an issue was created, are left in the mailbox.

<br />

"Normal" Jira backend mail processing deletes those mails and keeps only the ones with problems, e.g. reporter not existing, so we can easily see with a glance if something is not properly handled.  

Can Jira Service Management also delete incoming \& processed mails?  
I didn't find any configuration for this?


Answers:
author: Florian Bonniec
body: Hi [@Marco Dieckhoff](/t5/user/viewprofilepage/user-id/5124619)

I think IMAP let the message in the inbox and just mark them as read. POP delete them when processed.

<https://support.atlassian.com/jira-service-management-cloud/docs/email-process-for-pop-imap-cloud-and-other-email-types/>

Reagrds


Tags: cloud

jira-service-management

jira-service-management-cloud
Forge custom fields use for request form is hidden
Asked by Wayne Yang:

i use forge create custom fields, request from use this is hidden,

How do I show it?

![?? 2024-08-14 ??4.55.30.png](/t5/image/serverpage/image-id/341684iD142D5458E6A5A14/image-size/large?v=v2&px=999 "?? 2024-08-14 ??4.55.30.png")![?? 2024-08-14 ??4.59.58.png](/t5/image/serverpage/image-id/341683i4A167F736E5CD2B5/image-size/large?v=v2&px=999 "?? 2024-08-14 ??4.59.58.png")


Answers:
author: Paul Pasler
body: Hi [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697) ,

from the screenshot, I assume you want to use it in JSM, correct?

Unfortunately, Forge custom fields are not support there yet (<https://ecosystem.atlassian.net/issues/FRGE-778>).

Cheers,  
paul

comments: author: Wayne Yang
body: Thanks very much!!


Tags: cloud

jira-service-management

jira-service-management-cloud
Allow a customers to view all tickets for a particular client/organization
Asked by gtp:

Hi,

We are an IT support company working with multiple clients\\organizations.

We would like to grant specific users access to view and comment on all tickets associated with their organization. However, they should not be able to see any tickets that belong to other organizations.

Could you please assist us with this?


Answers:
author: Adolfo Casari
body: [@gtp](/t5/user/viewprofilepage/user-id/5520846)You have to add the Customer manager as a request participant using an automation rule upon issue creation.

Also you have to disable the option to share the ticket with the organization they belong which I believe is the default if the reporter belong to just one organization. You could also use an automation rule to force this too (clear the Organizations field for the newly created ticket).


author: Dirk Ronsmans
body: Hi [@gtp](/t5/user/viewprofilepage/user-id/5520846) ,

Using JSM you can group customers in organizations.

<https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/>

When an issue is created it can be shared with the organization. This would mean that all users of that organization can see this ticket. (just the ones that are also in that organization not everyone in your project)

Unfortunately you can not do this for a specific user, if so you would need to share the ticket with that person specifically by adding them as a request participant.

comments: author: gtp
body: Dear Dirk,

Thank you for your reply.

We would like to restrict access to tickets within the organization. Specifically, users should only be able to view tickets that they personally own, and not those of others. However, certain users, such as the Customer Manager, should have the ability to view to organization's tickets

Regards,


Tags: cloud

jira-service-management

jira-service-management-cloud
Access Request of members already on site
Asked by Maja Vallin:

Hi community,

I have a list of Access request on my sites from users that is already in the site and they go trough our AD (we have Atlassian Guard/Access). Should I deny och accept these Access Requests? There's no way to just remove them.

I want to user to keep the access they have now with no changes, but I really like to not se the list of 13 Request that are not correct since we do get some request from external users from time to time

All well


Answers:
author: Christopher Yen
body: Welcome [@Maja Vallin](/t5/user/viewprofilepage/user-id/5414518) !  

Are they requesting JSM Agent access? I think we sometimes get those too where somehow the customer comes across some content which prompts them to request access for a JSM Agent License.   

If you're unsure you can look up the user in user management to log in as the user requesting access and if they have the correct portal access to submit issues then I think it's safe to deny them

comments: author: Maja Vallin
body: Some of them are agent and some are just using Jira Software.

In this case it's only internal users that have send access request and they're already on the site. I'll try and deny one and see if that affects the user at all

Thanks


Tags: atlassian-guard

cloud

jira-service-management

jira-service-management-cloud
Customer Portal View requests from multiple JSM projects
Asked by Megan Ferguson:

We have 2 separate JSM projects (an IT help desk and a facilities help desk) which the customers can access via the Portal. They have been defined as 2 separate tiles which then give you a list of forms to select which ultimately sends the issue to the correct JSM project for action.

When the customer is viewing their issues via the Requests list in the portal they are only seeing their tickets for one of the JSM projects and not both.

Is there somewhere that you can configure this list to restrict which JSM project issues it displays? There are no organizations configured.

Cheers


Answers:
author: Megan Ferguson
body: ANSWER:   
thanks guys using your questions I've managed to work out what the person had done. Although the filter was showing "Open Requests" in the filter he had managed some how to select Open Requests for 1 JSM project but not all projects. As the projects were built by different people, one had an "open" status and the other had "Open Requests" status. So he had selected the Facilities HelpDesk (which isn't in the screen dump below) which had status "Open Requests" . When I looked at the filter I went yep all good it is showing all open requests. Cleared the filter and then re-selected the top Open Requests not the specific project and now we can see all tickets.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341908iDB6DA1E5D8E29C67/image-size/large?v=v2&px=999 "image.png")

comments: author: Evaldas
body: yeah, sometimes it's as simple as this... :)


author: Adolfo Casari
body: [@Megan Ferguson](/t5/user/viewprofilepage/user-id/5502831)If it's not there, go to Manage Columns to add the project as a criteria for selection.


author: Cristian IONESCU
body: Hi Megan,

Hope you are doing well.

Can you please verify if the affected customer have some filters in the view request tab. Eg: Status or Request Type.![filter.png](https://community.atlassian.com/t5/image/serverpage/image-id/341669i0C9F2C7A5CD074FA/image-size/large?v=v2&px=999 "filter.png")

comments: author: Megan Ferguson
body: The only filter he had on was for "Open Requests" and the issue that we looking for was definitely "Work in Progress"


author: Evaldas
body: Megan, I don't understand your need - you have 2 different JSM projects and you want users to be able to create tickets (issues) for both of the projects (IT and Facilities), but after ticket created - you want to show that user only tickets from one project, right? If yes - what's the idea behind this?

comments: author: Megan Ferguson
body: No I want to be able to see the tickets from both projects. For some reason this user is only able to see open requests for one project and not the other. I'm trying to find out if there is a way that you could restrict it to one project and that potentially could be the cause of his issue.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can i create Reports accross multiple Service Projects
Asked by alexander.wanger:

Hi,

i would like to create an report in JSM across all of my Service Projects to display all Incidents sorted by State. Is this possible


Answers:
author: Rustem Shiriiazdanov
body: Hi [@alexander.wanger](/t5/user/viewprofilepage/user-id/5567979),

It depends on whether you want to achieve that using only Jira native tools, or you are open to marketplace solutions since, unfortunately, out of the box, JSM has limited native cross-project reporting features. You can create dashboards that pull in gadgets from multiple projects, allowing you to view and compare data across different projects, but they won't be in a same table.

One alternative would be to create a filter which will include all you JSM projects like shown below:

![Screenshot 2024-08-14 092349.png](https://community.atlassian.com/t5/image/serverpage/image-id/341651iECF49769D554A559/image-size/large?v=v2&px=999 "Screenshot 2024-08-14 092349.png")

And then you could use Jira two-dimensional gadget or JSM "Filter counts" gadget to pivot the data:

![Screenshot 2024-08-14 092648.png](https://community.atlassian.com/t5/image/serverpage/image-id/341652i811D718270531E6A/image-size/large?v=v2&px=999 "Screenshot 2024-08-14 092648.png")

Will that kind of report suit your needs?

Regards,

Rustem


Tags: cloud

jira-service-management

jira-service-management-cloud
Send ticket history in email notification
Asked by Gabe Cz:

hi

we're currently still on our 14day trial which in template modifications aren't allowed. we were just wondering if you can send the entire "activity" / ticket history when someone updating a ticket. we would like to encourage our users and helpdesk colleges to rely on email not having to open the website if not necessary.

meaning now someone is making an update the template sending out the div of jsd-message-content class and ${message.content} is there a way (in full, paid version which we will get soon) to include the full history of the ticket every time there's an update?

also here, can i get the KB or any kind of man page of how to work with templates? maybe that'd be easier than to just explain this one thing then i ask another and another about templates..

thanks


Answers:
author: Trudy Claspill
body: Hello [@Gabe Cz](/t5/user/viewprofilepage/user-id/5566850)

Welcome to the community.

I don't have the answer to your question about sending the entire issue history in a notification, but perhaps these are some of the documents you are looking for when you say template modifications.

<https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/>

<https://support.atlassian.com/jira-service-management-cloud/docs/change-the-look-and-feel-of-customer-notifications/>


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

jira-service-management-server

server
Markdown on customer-portal translations
Asked by Nico Maikranz:

Hello,

I want to translate something in our customer-portal to german and maintain the markdown in this translation

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341643i6FA60ED2E4A86475/image-size/large?v=v2&px=999 "image.png")

In english it looks like this:  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341646i50DEEC0531DBBBB8/image-size/large?v=v2&px=999 "image.png")

But the Markdown is not taken into account in the translation and looks like this:  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341648i3F90907D85EC1EB4/image-size/large?v=v2&px=999 "image.png")

I have also tried "\\\\" after the first point. This puts "\* Lagerentnahme..." in the next row but still no markdown.

Am I doing something wrong here or does this just not work?


Answers:
author: Tessa Tuteleers
body: Hi [@Nico Maikranz](/t5/user/viewprofilepage/user-id/5567982) ,

Welcome to the community!   
This is a known problem, and we're all in luck, it's on the short term backlog to be fixed!   
Vote and watch the [issue](https://jira.atlassian.com/browse/JSDCLOUD-14576?jql=project%20in%20(CLOUD%2C%20JSDCLOUD)%20AND%20component%20%3D%20%22Language%20Support%22) to get an update on it's release.

They do describe a workaround for this, however, with lists I have found out as well that this does not seem to work. The star after the newline is not recognized as a bullet item.

I have started to just add a manual dash "-" in the translations instead of an actual bullet, not as good but as a workaround it works..

Hope this helps!

Tessa

comments: author: Nico Maikranz
body: Hi [@Tessa Tuteleers](/t5/user/viewprofilepage/user-id/24152)

thanks for the information about the already existing ticket.

I have added it to my watchlist.

Best regards

Nico


author: Tessa Tuteleers
body: You're welcome [@Nico Maikranz](/t5/user/viewprofilepage/user-id/5567982) !   

Please accept this answer so other people might find it faster if they have the same question. :)

Hoping with you it is resolved soon!

Cheers,

Tessa


Tags: cloud

jira-service-management

jira-service-management-cloud
Create chat or meeting with Teams - Microsoft Teams field is not available
Asked by Daniel H_ Marcos:

Hi. I connected JSM with Microsoft Teams but I am not able to see the Microsoft Teams field in any ticket. Someone can help me?. On the "Project settings \> Incident management" menu I see MS Teams tenant is connected and enabled. I was expecting that the MS Teams field appears on the issue view of any ticket but it is not there. Do I need to configure something else?. Regards


Answers:
author: Nadhila Savira
body: Hi Daniel,

I have found the following video that might guide you here: [Jira Service Management-Setting up ChatOps for MS Teams](https://www.youtube.com/watch?v=_L4s7Zga_lA)


Tags: chatops

cloud

jira-service-management

jira-service-management-cloud
Moving tickets from one support shift to another.
Asked by Wayne_Reilly:

We have a JSM project where the tickets are supported by people on shifts. Someone will raise an issue in one shift but then the next shift starts and the ticket is still with the original shift. I have suggested adding watchers at the end of the shift to the next shift people but they want something automated. Also they want the shift group to get the ticket rather than an individual. Each shift has an email so we could add the "shift" as a user but we are at our limit of agents. Open to ideas.


Answers:
author: Florian Bonniec
body: Hi [@Wayne_Reilly](/t5/user/viewprofilepage/user-id/4779485)

I think there is some feature for this in OpsGenie if you use this tool.

<https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/>

Also you could create a scheduled automation to set a Team field value and base queue on it, so new shit could review in progress tickets from the previous shift.

Regards


Tags: cloud

jira-service-management

jira-service-management-cloud
Service desk internal notifications page fails to load
Asked by Philippe Rodrigues:

The <https://preveil.atlassian.net/jira/servicedesk/projects/HELP/settings/notifications/internal-notifications> page does not load. Please see the attached screenshot with browser console logs.![2024-08-13 16_55_21-.png](/t5/image/serverpage/image-id/341598i19D8EF13398BC473/image-size/large?v=v2&px=999 "2024-08-13 16_55_21-.png")


Answers:
author: Trudy Claspill
body: Hello [@Philippe Rodrigues](/t5/user/viewprofilepage/user-id/4110587)

Welcome to the Atlassian community.

If the problem is persisting you should reach out to Atlassian Support directly at <https://support.atlassian.com/contact/#/>

We are a user community, using our own instances of the Atlassain products. We can suggest debugging steps, but we can't access your instance directly or look at the back end to assess the problem.


Tags: cloud

jira-service-management

jira-service-management-cloud
Service Cost Tracking
Asked by Cori:

Is there a way to track the cost of a ticket or service? For example, if we a facilities ticket to move a Fridge can we assign that a cost and track it?


Answers:
author: Trudy Claspill
body: Hello [@Cori](/t5/user/viewprofilepage/user-id/5567725)

Welcome to the Atlassian community.

Jira is a highly customizable product. You can create custom fields for your issues to track almost any kind of data.

To learn more about custom fields refer to this documentation:

<https://support.atlassian.com/jira-cloud-administration/docs/create-a-custom-field/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Restricting major incident toggle button
Asked by Veda Bhat:

Hi All,

We want to allow the editing of major incident toggle field only for one user group. How could we achieve this?

Many thanks,

Veda


Answers:
author: Christopher Yen
body: I'm not aware of a way to restrict the toggle to a group but potentially you can put the toggle only on a screen that shows for a certain status in the workflow. Then you can use a validator to limit who can transition to that status (group who can declare major incidents)


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating a variable for canned responses
Asked by Charles Granberry:

Hello World,

Can a variable be created for canned responses? We have a field that would be great to use in some of our responses but it's not in the set list.


Answers:
author: Joseph Chung Yin
body: [@Charles Granberry](/t5/user/viewprofilepage/user-id/4375157) -

Based on my knowledge, the option of create variable in the canned response is not yet available at this time.

Your other option is to create automation rule and use the "send email" action to send out customized responses based on triggering event. In the action, you can use smart value (i.e. associated to issue's fields) to be included in the mail body content.

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud