youngmon/atlassian-qna huggingface dataset:
Cascading Field in Automation
Asked by Matthew Rutledge:

I am trying to create an automation rule which looks at a cascading custom field and looks at one parent option, with multiple child options. At this time, I seem to only be able to have one parent and one child, or it fails.  

example JQL query, working: "\*custom field name\*\[Select List (cascading)\]" = cascadeOption("parent option", "child option")

I have tried using the IN operator instead of '=' and listing additional children after the first, but this gives me a JQL error.

example list query, not working: "\*field name\*\[Select List (cascading)\]" IN cascadeOption("parent option", "child option", "2nd child option", etc)

I would really like to avoid writing out a large number of single parent, single child queries around this cascading field if at all possible.

Can I separate the child options in separate query or place them after another AND operator or something? I have not seen anything up to this point in documentation related to this and am not sure how to proceed. I have tried cascadeOption.child() and a couple other similar options, but none seem to work.


Answers:
author: John Funk
body: Hi Matthew,

At first glance, I would say try using an OR in the query like this:

"custom field name\[Select List (cascading)\]" = cascadeOption("USA", "Tennessee") OR "custom field name\[Select List (cascading)\]" = cascadeOption("USA", "Alabama")

comments: author: Matthew Rutledge
body: Thank you, I hadn't yet considered that. I will give that a try.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Is there a way to count tickets where the Reporter = Assignee and for their responses to count as no
Asked by Ken Obsequio:

Hello Jira Community,

I was hoping to get some suggestions or ideas on how to deal with First Response Time SLAs for tickets where the Reporter is also the Asigness and leaving a comment.  

For context, our agents will sometimes submit a ticket to track their work and will update the ticket with their notes for reference or review.   

We noticed when this happens, the First Response SLA does not count their response and the SLA ends up being breached.


Answers:
author: Mohamed Benziane
body: Hi,

Welcome to the community

The easiest solution will be to add a condition to the SLA like assignee change or issue entered a status

comments: author: Ken Obsequio
body: Hi Mohamed  

Thanks for the reply!  

<br />

<br />

Can you go more into detail on the "Assignee"   

Example:   

If the ticket goes from "Unassigned" to and Agent.   

<br />

The SLA will be met?

What we're trying to capture is the First Response Time, I wonder if those will be related


author: Mohamed Benziane
body: Yes, you just have to have a the assignee:from unassigned condition and when an issue go to unassigned to assigned the sla will be met.


Tags: cloud

jira-service-management

jira-service-management-cloud

sla
Adding comment via 'Reply to customer' does not send email if an attachement is included
Asked by Matej Medveck?:

When a customer sends an email request, they receive an email confirmation from JIRA. When I add a public comment via the 'Reply to customer' button, the customer receives an email notification with the added comment. If the customer replies to the email, a new comment is added to the JIRA ticket. Everything works fine until I reply to the customer and include an attachment in the comment. As soon as there is an attachment (e.g., a PNG image or PDF), I can see the comment added in the JIRA ticket itself, but the customer does not receive an email notification. If I add another comment without an attachment, the customer again receives a notification.

Everything is set up correctly because notifications work in general. The only issue is with attachments. I have also checked the 'Customer notification logs,' and there is no log at all.

It is really annoying because I expect the customer to receive an email, and I am awaiting their response. After three days, we realize they have received nothing. Actually, I expect a notification to be sent out as soon as I add a comment. If not, I need to see a notification that there is an issue.

Any suggestions?


Answers:
author: Mark Higgins
body: Hi [@Matej Medveck?](/t5/user/viewprofilepage/user-id/5430022)

In the Customer notifications, for your Project under the Attachment Security, what do you have the setting.

There are links from there that describe how this works.

Hope this helps.

Mark


author: Matej Medveck?
body: Anyone having any ideas how to solve it?

I also reported a bug to atlassian, but no response.


author: Matej Medveck?
body: Hi [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340), thank you for your reply. I was looking for the Attachments Security in the Customer notifications of the Project, but i could find anyhthing related to Attachments. Then i found Attachment Permissions in the Permissions setting of the project. However, assigned Users/ Groups/ Project Roles are all configured correctly.

Let me add that the attachement which was added via the 'Reply to customer' can be seen in the issue itself as well as in the list of attachements of the issue. It is just the notification which was not sent out about it.

Do you have any ideas?

Thank you.

Matej


Tags: cloud

customer

email

jira-service-management

jira-service-management-cloud

notification
why the Asset drop down of select field close after selection?
Asked by Martin LALONDE:

Hello,

I have multiple object attributes on the assets and the select attribute field stay open after a selection has been made. You have to click out of the field to continue. This isn't a multi selection field.

![Attribute select.png](/t5/image/serverpage/image-id/306445i68B74166830DAC2F/image-size/large?v=v2&px=999 "Attribute select.png")

I've checked with the JSM users and they all have the same issue.

I've looked at the option of the attribute but don't see anything that would cause this behavior.

I've look on the community and don't see anything about this also, am I the only one having this?

Thank you in advance,


Answers:
author: John Funk
body: Hey Martin,

I would go ahead and open a support ticket with Atlassian:

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


author: Martin LALONDE
body: Hello John,

I will do this, but I wanted to check first.

Thanks


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
Can I connect my Jira Service Management knowledge base to the Atlassian knowledge base?
Asked by Craig Duffy:

hi,

Im setting up our Jira Service Management Knowledge base. A lot of users end up asking us to help them with FAQs or how-tos that already exist in the Atlassian knowledge base.

So, instead of creating a FAQ page for a question that Atlassian has already answered, is there a way to connect to that knowledge base?

What would be even better is if we could use some of the KB articles from Atlassian, and then ALSO have some custom answers for other questions that are unique to our customer base. But I have a feeling that is asking for the moon.

Thanks in advance!


Answers:
author: Dan Breyen
body: Hi Craig, I could be wrong, but I'm pretty sure you can't integrate your KB with Atlassian's. One option would be to provide a link to the Atlassian pages via a link on the portal.

Here's an article that goes through that process: [add-links-to-external-resources-in-your-portal](https://support.atlassian.com/jira-service-management-cloud/docs/add-links-to-external-resources-in-your-portal/)


Tags: faq

jira-service-management

jira-service-management-server

knowledge-base

server
Email verification code sent to incorrect user
Asked by Jibin.Johny:

In my Org, we have a Jira Service Management Portal and we have a project inside it which customers has given access to.  

There are 2 users from a external organisation accessing the project, (User A \& User B)  

When user B tries to login to Jira, the email verification code is sent to user A

I have checked and made sure that the Jira accounts are created with correct email address.  

Who could be the issue?


Answers:
author: Brant Schroeder
body: [@Jibin.Johny](/t5/user/viewprofilepage/user-id/5429889) welcome to the Atlassian community

You will need to contact Atlassian support. They will be able to look at your account and see what is happening: <https://support.atlassian.com/contact/>


Tags: cloud

jira-service-management

jira-service-management-cloud
How to get a column of who approved a ticket from a group of approvers
Asked by MCjiraLearner:

Hi There, In the "Issue Navigator" how can I make a column that shows who approved a ticket in the list of tickets found in the search. This ticket type has a custom group of approvers and in the search results of all tickets I want to see who approved each ticket within the search results. Otherwise, I don't want to open each ticket to see who approved it. Thank you.


Answers:
author: Kai Becker
body: Hi [@MCjiraLearner](/t5/user/viewprofilepage/user-id/3308775)

you could try to create a user picker field for this user and add an Automation Rule to copy the set the field with the {{initiator}} value.   
The trigger of the rule would be "Approval completed"

Hope this helps.

comments: author: Antony Delgado
body: Thanks! It works!


author: Kai Becker
body: Hi [@MCjiraLearner](/t5/user/viewprofilepage/user-id/3308775)

hope you are doing fine. has this been resolved? If so, please make sure to accept an answer to mark the question as resolved.  
If it has not been resolved, please feel free to get back with an update.


author: Marcell Bendik
body: In case 2 approvals is required (out of multiple approval users). Only the second approval would trigger the rule and the {{initiator}} would only contains the last approval's information. If I understand it correctly.

So how can I multiple users' information in such case?


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM customers and access granted to Jira Software
Asked by Coline Laprade:

Hello everyone!

I am having a question related to the access between JSM and Jira Software. We have recently moved our customers from Jira Software to JSM. However when they log in into JSM it grant them access to Jira Software.

The purpose of having them moved to JSM as customers only, is to not pay for a license.

Do you know how we can prevent our customers to have access to Jira Software while getting connect to JSM?

Thank you much for your feedback,

Coline


Answers:
author: Mark Segall
body: Hi [@Coline Laprade](/t5/user/viewprofilepage/user-id/4889582) - This is all in the permission scheme. If you're using the default permission scheme that comes with JSM, only those who have been granted the "Service Desk Team" role will have backend visibility. Even then, those users would only consume a license if explicitly granted the Jira Service Management product access (typically being a member of the jira-servicemanagement-users group).

Customer access is managed through a number of different mechanisms:

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/>

comments: author: Coline Laprade
body: Hi [@Mark Segall](/t5/user/viewprofilepage/user-id/4666637) ,

Thank you for your swift feedback,

I didn't find what I am looking for in the link provided. What we want to avoid is that our customers, which were users of Jira Software and now using JSM, to have access automatically to Jira Software when they log in into JSM.


author: Mark Segall
body: There are two mechanisms for logging into Jira:

* **Backend** : This is primarily driven by product access (e.g. Jira Software, Service Management, etc.)
  *

    ```
    https://YOURSITE.atlassian.net
    ```

* **Portal** : As you create new Jira Service Management projects, they will also generate a portal. The link I shared provides different ways that you can grant access to them as customers. As customers, the portal provides a different interface:
  *

    ```
    https://YOURSITE.atlassian.net/servicedesk/customer/portal/X
    ```

So, if they are still Jira Software users, they will still be able to log in to the backend and work in the capacity of a scrum/Kanban team member. If they should ONLY be customers going forward, they need to be removed from all groups that have been granted product access to Jira Software. For this, you'll need to be a member of the **Site Admins** group which will grant you access to the Admin site (<https://admin.atlassian.com>).


author: Coline Laprade
body: Yes I understood that and this what we have done while moving our customers from Jira Software to JSM. However as soon as they connect to their account they are automatically granted access to Jira Software while all their accesses have been removed.

As an admin, I receive a notification from Jira telling that the customer has been granted Jira Software access while getting connected to his account.

Is it a known bug?


Tags: cloud

jira-service-management

jira-service-management-cloud
Git integration app - only for certain Jira projects
Asked by Simon Sahli:

Hi everyone,  

we are using the Git Integration for Jira (by Gitkranken) app for Jira Cloud.  
We only need this integration for one or two Jira Software projects to connect with their repositories.  
However we are seeing the Git integration menus in all projects and on all issues (issue view), including JSM projects, which makes no sense.  

So my question is, how can I configure that the Git integration only appears for certain projects?  
Or at least, how can I make the Git parts disappear from JSM projects?  

Thanks in advance!  

Cheers,  
Simon


Answers:
author: Marc - Devoteam
body: Hi [@Simon Sahli](/t5/user/viewprofilepage/user-id/5214924)

Checking the documentation, I think this is not possible pero project only global.

I would reach out to the developer and raise an issue on their side to see if this is already on option (I could not find) or if this is on their backlog or can be added to the backlog

[git-cloud-contact-support](https://help.gitkraken.com/git-integration-for-jira-cloud/gij-cloud-contact-support/)

comments: author: Simon Sahli
body: Ok, thanks [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)  
I have contacted the git-cloud support directly and told them about our situation.  
I mean they should at least per default not activate their app for JSM projects, since they will probably never need a Git integration (only for Jira Software really).


author: David Todd
body: Hi [@Simon Sahli](/t5/user/viewprofilepage/user-id/5214924) , did you ever get anywhere with this? Like you, I want to turn off the Git integration in JSM.

Thanks


author: Simon Sahli
body: Hi [@David Todd](/t5/user/viewprofilepage/user-id/5323070)  
yes at least to some extend. There is no configuration within the Git integration app itself, however what you can do to improve the situation is to remove the permission for everyone in the JSM permission schemes regarding the "View Development Tools":   

![ViewDevelopmentTools.png](https://community.atlassian.com/t5/image/serverpage/image-id/308587i4960616168C2F236/image-size/large?v=v2&px=999 "ViewDevelopmentTools.png")

<br />

This will hide Git integration tool at least in some areas.  
I did this for all JSM projects and it was an improvement though not perfect.


author: David Todd
body: Thanks [@Simon Sahli](/t5/user/viewprofilepage/user-id/5214924) , I appreciate the response. I'll take a look at that.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I re-create the share with field on other customer portals (shown in screenshot with other
Asked by jo Willis:

![Screenshot 2024-02-14 115613.jpg](/t5/image/serverpage/image-id/306351i395B2FF830487294/image-size/large?v=v2&px=999 "Screenshot 2024-02-14 115613.jpg")


Answers:
author: Rilwan Ahmed
body: Hi [@jo Willis](/t5/user/viewprofilepage/user-id/5174745) ,

"Shared with" is **Organization** system field. If a customer/user is a member of an organization, it will show the option for them to select the Organization when creating a ticket.

This field is automatically added if they belong to an Organization (created on Project --\> Customers), it's not a field that an admin can add/remove as other custom fields.

comments: author: jo Willis
body: Perfect thanks.

I tested this by adding myself to a customers project and the shared with field appeared while raising a dummy ticket.

The reason I could see the "shared with field" in our internal IT portal is because I am in that Org. Problem solved.

Much appreciated.


author: Kai Becker
body: Hello [@jo Willis](/t5/user/viewprofilepage/user-id/5174745)

thanks for your question. You should be able to recreate this by setting the customer permissions for sharing to the same settings like for the current project.  

You probably use Organizations, you should use the first option. These Oragnizations should be shared with any service project.  
Detailed information about this feature can be found [here](https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/).


Tags: cloud

jira-service-management

jira-service-management-cloud
Slack - JIRA linkage not working
Asked by Alejandro Alcuaz Temi?o:

Hello everyone,

We have been using the Slack integration for a while now, but yesterday one of our teams reported that they got a notification saying the following: **"We didn't find any Jira sites associated with your account. If you are using Jira Server or Data Ceneter, please ++click here++."**

**![Captura de pantalla 2024-02-14 120907.png](/t5/image/serverpage/image-id/306347i27BC303097F92202/image-size/large?v=v2&px=999 "Captura de pantalla 2024-02-14 120907.png")**

They tried to log out and log back in, but unfortunately they keep getting the same message.

We suspect that the problem comes because of some issue with the agent license or customer license, as we have both those license types.

Could this be the case?

Thank you.


Answers:
author: Emel Do?rus?z
body: [@Alejandro Alcuaz Temi?o](/t5/user/viewprofilepage/user-id/5420207) , if the issue persist, you may want to check the Jira-Slack integration app of Actioner: <https://actioner.com/app-directory/jira-software-22>

Note that it's way more feature rich, and offers a generous free plan. Let me know in case you have any questions!


Tags: agent

cloud

jira-service-management

jira-service-management-cloud

slack
Are we have to separate for jira service management and for jira software
Asked by Hamood:

Jira has given me 2 services to reactivate. One is Jira service management and the other is Jira software. I have 14 users, and from these 14, 5 can do the Jira service management. Now I have to pay 114$ or I have to pay extra for these 5 users.


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

The applications are licenced separately, so yes, you will need to pay for

* 14 Software users
* 5 JSM Agents

Even if the 5 Agents are all Software users too, they're using a different application

comments: author: Hamood
body: They also are the member of Jira Software. Then we have to pay for it for both services.


author: Nic Brough -Adaptavist-
body: Correct.

It's not uncommon to see arrangements where some people do not overlap to save a bit of money. I had a similar case to yours a while ago, where three of the five agents were not developers at all, so we did not give them access to Jira Software. The agents and developers can still see each other's projects, but can't use all the functions in them. (A developer can not respond to customers, log work, edit, or transition issues in a JSM project, and Agents without software access can't use the boards)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to delete reporters?
Asked by Sem H:

How can I remove reporters? Some users have registered themselves as 'customers' with a private email address for testing purposes. However, these individuals still appear as 'reporters.' We would like to remove these names from the 'reporter' role as it has no impact on the current tickets. How can we do this? (We have gone through all the customers and searched in the user administration but couldn't find it)


Answers:
author: Marc - Devoteam
body: Hi [@Sem H](/t5/user/viewprofilepage/user-id/5398980)

Yes,

Check the following:

1. Customers on the JSM project(s)
2. Check the people section in project admin for users with the ServiceDesk Customer permission
3. Atlassian Admin, remove al filters and only filter on customer access to JSM projects  

   Example:  
   ![Screenshot 2024-02-14 at 11.52.22.png](https://community.atlassian.com/t5/image/serverpage/image-id/306340i524BED0F72935A40/image-size/large?v=v2&px=999 "Screenshot 2024-02-14 at 11.52.22.png")


author: Nikola Perisic
body: Welcome to the community [@Sem H](/t5/user/viewprofilepage/user-id/5398980) !

There isn't really a direct way of deleting the reporter, since they simply cannot be unassigned, rather when you delete a reporter they will be showing as Anonymous. Second option is make someone else as a reporter which is not a good option.

comments: author: Sem H
body: Hi, [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624), Thank you! I think I wasn't clear enough. They are not users who are 'assigned.' The individuals have already been deleted as users. They also don't have any tickets under their name, but they can still be chosen as 'reporters.' We don't want this because their private email addresses are still visible :).


author: Nikola Perisic
body: Hm, this is interesting though. Seems like a bug to me. I will tag someone from Atlassian, and also to see what community says about this.


author: David Willoughby
body: Resurrecting an old post. I have this same issue only stranger. This person previously worked for us, he has no account I can find anywhere in Jira, and when a specific person 'Eduardo' sends a ticket to us it shows up with Paulino as the creator. I can't find a place to remove this from the 'reporter list' they do not share the same email address either.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/323925i19C7DDECBDDAF8D8/image-size/large?v=v2&px=999 "image.png")


author: Sem H
body: Hi [@David Willoughby](/t5/user/viewprofilepage/user-id/5361242) , When it comes to someone who is still visible as a reporter but no longer active in Jira, they may still be listed as a customer on the admin side. You'll need to go to Admin - User Management and navigate to 'Jira Service Management.' Here, you can search for and remove the person. This was the solution for me :)


Tags: cloud

jira-service-management

jira-service-management-cloud