youngmon/atlassian-qna huggingface dataset:
Images in forwarded emails are displayed as text in Jira Service Management
Asked by Nahuel Logghe:

Hi all!

I need assistance with an issue where PNG images in forwarded emails sent to the support email address to open new tickets are displayed as base64 encoded text in Jira. Does anyone else had this issue and/or know how to fix it?

Here are the details:

**This issue results in:**

Exceeding the character limit, which cuts off additional information.  
Loss of message history due to truncated content.

**Steps to Reproduce:**

Forward an email containing images to the support email address configured to create new Jira requests/issues.  
Open the newly created request/issue in Jira.  
Observe that the images are displayed as base64 encoded text.

**Expected Behavior:**   
Images in forwarded emails should be correctly interpreted and displayed as images within Jira, without affecting the character limit or truncating message history.

**Actual Behavior:**   
Images are displayed as base64 encoded text, causing character limits to be exceeded and leading to the truncation of the message history.

**Impact:**   
This bug causes important information to be lost in support requests, leading to incomplete issue tracking and potential delays in resolving customer problems.

**Additional Information:**

* Resending the message multiple times may result in the images displaying correctly
* This issue occurs more frequently with signature images compared to other images, likely due to the reason mentioned in the next point.
* As far as I have observed, this problem only occurs with PNG images.
* Example of base64 encoded image data string displayed as text:

![2024-05-15_10-24-41.png](/t5/image/serverpage/image-id/323767i142B18711430AB72/image-size/large?v=v2&px=999 "2024-05-15_10-24-41.png")


Answers:
author: M_Ocido
body: Hi [Nahuel Logghe](https://community.atlassian.com/t5/user/viewprofilepage/user-id/5433828) were you able to figure out a work around for this? This is of mine started around May, before that it was doing okay. Might need to train users from forwarding emails as a work around but thats very unlikely given user behavior.

comments: author: Nahuel Logghe
body: Hi! Unfortunately, there's no workaround. I contacted Atlassian support, and they said that base64 encoded images are not supported and won't be in the foreseeable future. They also mentioned there's no way to crop the images before displaying the text. They didn't even acknowledge that it sometimes worked correctly. So, I instructed everyone involved not to use embedded images---a pretty lousy solution.

PS: Sorry for the late reply, somehow I missed the notification of your message


Tags: cloud

jira-service-management

jira-service-management-cloud
Organize the Portal with service request and groups (not either or)
Asked by Gon?alo SARDINHA:

Dear Atlassian Community members,

I am trying to organize the Project in the Portal with having 2 Service forms plus a folder (Portal Group) with a set of 8 Request forms. Is this in anyway possible? My searches got answers (no it is not possible) that go back to 2021 and I wonder if this has changed.

Thanks in advance.

Best regards,

Gon?alo


Answers:
author: Vijay Dadi
body: [@Gon?alo SARDINHA](/t5/user/viewprofilepage/user-id/4905479) ,

You can organize your request types on portal as per your requirement. Portal settings are located under your project settings.

![portal.png](https://community.atlassian.com/t5/image/serverpage/image-id/323971iAE6AF7F85A99AFF0/image-size/large?v=v2&px=999 "portal.png")

comments: author: Gon?alo SARDINHA
body: Dear [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) ,

Thanks for your reply. Apologize I may not have made myself understood. What I see in your screenshot is having the portal displaying different Portal Groups (categories per say) which each has several service request/incident forms in it.

I would have a second option with not using Portal groups and all my service request/incident forms showing up.

But what I need is a combination of both. 2 Forms (first level) and a folder (Group/category) with more 8 forms in it.

That is what I could not do.

Thank you.

Best regards,

Gon?alo


Tags: cloud

jira-service-management

jira-service-management-cloud
Assign a group
Asked by Kyliann:

Hi !  
I would like to assign and notify a group in a jira issue. If it's possible how can i do it ?

Have a good day !


Answers:
author: Annie _DevSamurai
body: Hi [@Kyliann](/t5/user/viewprofilepage/user-id/5497753)

Welcome to the community!

Assigning an issue to a group directly in Jira is not supported because Jira allows issues to be assigned only to individual users.

However, you can notify a group by mentioning them in comments, using a group email in notification schemes, or setting up automation rules to send notifications to a group. These methods can effectively keep a group informed about issue updates

comments: author: Kyliann
body: Thank you !  
How can i do that with a notification schemes ?


author: Annie _DevSamurai
body: Hi Kyliann, to set up notification schemes, you can follow these steps:

**Step 1. Ensure you have admin permissions**

<br />

**Step 2. Access notification schemes:**   
Go to Jira Settings \> System \> Notification Schemes.

**Step 3. Edit or Create a Scheme:**   
Choose an existing scheme or click Add Notification Scheme to create a new one.

<br />

**Step 4. Configure Notifications:**

* For each event (like Issue Created, Updated), add a notification:
  * Choose Group Custom Field Value if you use a group field, or Project Role for a role that includes your group

**Step 5. Save and apply the Scheme:**

Associate it with the relevant project in the project settings

<br />

**Step 6.**Lastly, test your setup and ensure the group receives notifications.

you can find more this guide for details: <https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/>

I hope it may help!


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
What is difference between List and Issues in Project sidebar?
Asked by Jui Shah:

Hey,

I recently started seeing options for List and Issues option in project sidebar. From top view, I see that both are mostly similar.   

Is there any known difference that can be utilized in our day-to-day life?

Here is the screenshot attached:

![Screenshot.png](/t5/image/serverpage/image-id/323773i9649F3FCC630A9DA/image-size/large?v=v2&px=999 "Screenshot.png")


Answers:
author: Annie _DevSamurai
body: Hi [@Jui Shah](/t5/user/viewprofilepage/user-id/2173484)

"**List** " and "**Issues**" might seem similar at first glance. But, they typically serve different purposes or provide different views and functionalities depending on the configuration and version of Jira you are using. Here are some differences:

<br />

**1. List View:**

* Provides a spreadsheet-like interface for viewing issues.
* Allows inline editing of issue fields directly from the list.
* Offers customizable columns, and enhanced sorting, filtering, and grouping capabilities.

**2. Issues (or Filters):**

* Focuses on using Jira Query Language (JQL) for detailed searches across one or more projects.
* Accesses saved filters and performs complex issue queries.
* Lacks inline editing but excels in detailed and broad issue analysis.

==\> Use **List** View for quick, daily modifications and overviews of issues within a project.

==\> Opt for **Issues** when executing complex searches or analyzing issues across multiple projects.

comments: author: Jui Shah
body: [@Annie _DevSamurai](/t5/user/viewprofilepage/user-id/5416526) - Thanks for the prompt reply.

Understood the difference between both options.

It seems that the "Issues" option closely resembles the "All issues public filter." The main distinction lies in their filtering behavior. When selecting "Issues," it filters all the issues within the current open project. On the other hand, the "All issues public filter" displays JIRA tickets from all projects.


Tags: cloud

jira-service-management

jira-service-management-cloud
REST API do retrieve Active/Invited user status
Asked by Gwena?l Durand:

Hi all,

in the page JSM project \> Customers , you can see the list of users with their Status: "**Invited** " for those having received an invit email butwho did not accepted it yet, and "**Active**" for the ones who accepted the invitation.

I need to get the list of the one who are only "Invited" using a rest API. (I want to automate a reminder to these guys).

To do this, I use the API /rest/servicedeskapi/organization/{organizationId}/user

This call returns something like this for each user of the company:

```
{ "name": "fred", 
"key": "fred", 
"emailAddress": "fred@example.com", 
"displayName": "Fred F. User", 
"active": true, 
...
} 
```

I'm assuming that the field "active" is the one I'm looking for.

However **the value of this "active" field is ALLWAYS true**. Whatever the company, the user or it's actual status.

Am I using the wrong API? Anyone has an idea?

Thanks

Gwena?l


Answers:
author: Vijay Dadi
body: [@Gwena?l Durand](/t5/user/viewprofilepage/user-id/5225968) ;

use this rest api end pint to get customer data.

<https://xxx.atlassian.net/rest/servicedeskapi/servicedesk/{serviceDeskId}/customer>

remember, if needed you have to use the header

```
'X-ExperimentalApi: opt-in'
```

hope this helps!

Vijay

comments: author: Gwena?l Durand
body: Thanks [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) : this request is giving the same result as my initial problem: all customers are flagged as **"active": true** in the json, eventhough their Status show "Invited" in the JSM project \> Customer page.

So, either this active field is something different from the Status, or they have a bug.


author: Vijay Dadi
body: [@Gwena?l Durand](/t5/user/viewprofilepage/user-id/5225968)

use the rest api endpoint as below and see if you get the required response

[https://xxx.atlassian.net/rest/api/3/user/search?username=.\&includeActive=false\&includeInactive=true](https://xxx.atlassian.net/rest/api/3/user/search?username=.&includeActive=false&includeInactive=true)

Vijay

comments: author: Gwena?l Durand
body: Thanks [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) .

I didn't try yet, but I think this would return the Jira users (ie my colleagues).

What I'm after is the list of customers of the Jira Service Management product.

Gwena?l


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer permission
Asked by Tumelo Suzan:

I have added user as customer but they have access to make changes on the projects. How do i remove elevated rights for customer and give them read and comment

only


Answers:
author: Dirk Ronsmans
body: [@Tumelo Suzan](/t5/user/viewprofilepage/user-id/2255878) ,

That's odd, normally a customer can only create issues and add comments through the portal.

How exactly did you add them?

Did you provide them with a license?

Are they using the portal?

comments: author: Tumelo Suzan
body: I have added them as customer.

Do we need license for adding customer?

I have created a team managed project and it doesn't show permission.

Can i change access on project from open to limited? will they have access to create ticket?


Tags: cloud

jira-service-management

jira-service-management-cloud
Hide option priority highest or in portuguese Mais Alta
Asked by Willian Pereira Da Cruz Lemos:

hello,

Could someone help me hide a priority type when opening the ticket?

![jira portugues.png](https://community.atlassian.com/t5/image/serverpage/image-id/323712i0C060B3AA6ED8348/image-size/large?v=v2&px=999 "jira portugues.png")

my JIRA is configured in Portuguese, Mais Alta = highest

I want to hide this option


Answers:
author: Victor Law
body: Hi [@Willian Pereira Da Cruz Lemos](/t5/user/viewprofilepage/user-id/5494733)

I would strongly suggest creating a separate **Priority** **Scheme** for the Jira Project with a dedicated list of Priority options.

Kindly refer to the following document for your reference:

<https://support.atlassian.com/jira-cloud-administration/docs/manage-priority-schemes/>

Thank you.

comments: author: Willian Pereira Da Cruz Lemos
body: Victor,

Your instruction helped me a lot.

Thank you very much!


Tags: cloud

jira-service-management

jira-service-management-cloud
System Access Requests
Asked by Brandon Kofer:

Hi all,

Our IT Dept handles the intake of all system access requests via JSM, regardless of whether the apps are IT-managed. I would say 85% of our apps are managed by IT, but for those other 15%, we're communicating through other channels (ie: Email and Slack) to get access created. This obviously isn't very effective, and oftentimes, these communications get lost in the day-to-day, resulting in employees not getting the access that they need in a timely manner.

I am curious: does anyone have a similar situation that you overcame? I was thinking, maybe we need to have a project for each of those other departments that manage these systems (ie: Finance Systems, Billing Systems, etc). Maybe we just create a whole separate project for Access Requests with a mix of Admins from various departments as Agents. What I wouldn't want is to bring users from other departments into the IT Project as there are things that they shouldn't have visibility to. Appreciate any feedback.


Answers:
author: Fernando Eug?nio da Silva
body: Hey [@Brandon Kofer](/t5/user/viewprofilepage/user-id/4978820)

This is a completely valid concern. Generally, other teams end up creating other projects for these other areas so as not to popularize a project that is already fully operational.

If your concern is access to IT team issues that these areas should not have access to, know that you can meet this need using Issue Security. With Issue Security, you can have a Security Level for IT, Finance, HR and any other area within your single project, simply assigning the Security Level according to the type of associated ticket.

The Security Level guarantees visibility completely limited to only people who are part of the applied scheme, for other people, they will not be able to see any information that is in an issue at a different security level than their permission.

Please, take a few minutes to read about this subject here: [Create security levels for issues \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/create-security-levels-for-issues/)

But if you choose to create separate projects, know that this is not completely unrealistic either. Some teams actually continue to create separate projects for other non-IT areas and that's okay too, as long as you can organize and centralize your processes.

Kind Regards,

Fernando


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I assign the SLA that I create to an incident?
Asked by kalvarez:

n Jira Service Management, how do I relate the SLA that I create to the maximum response times in an incident?


Answers:
author: Mikael Sandberg
body: SLAs are applied to issues based on the JQL you have defined in the SLA goal. So in order to apply your SLA to all incidents you could do something similar to the SLA for normal changes.

![Screenshot 2024-05-14 at 2.20.25?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/323687i6D538FCF56C9389B/image-size/large?v=v2&px=999 "Screenshot 2024-05-14 at 2.20.25?PM.png")

Just change the the JQL to be something like this:

"Ticket category" = Incidents

This would pick up all Incidents request types. If you want it to be more specific if you have multiple incident types then just change the JQL.

comments: author: Carla Ann Rowland
body: I agree with Mikael; syntax: Issuetype = "Incidents"   


author: kalvarez
body: thank you! I'm going to try it


Tags: jira-service-management
Need a way to see a list of customer tickets without showing internal comments
Asked by Katrina Meyers:

We have Service Desk for our customers to enter tickets. Our Customer Support team routinely meets with our customers to review their issues list. They can't do this from inside Jira because there are internal comments. They can't do this from Service Desk because even if we made them a separate login, they can't be a member of every organization.

How can we provide the Customer Support team with what they need?


Answers:
author: Carla Ann Rowland
body: [@Katrina Meyers](/t5/user/viewprofilepage/user-id/4820444) I am a little confused on how your agents are communicating with your customers. If your agents are calling the customers they can use the portal view to "share" screens with the customer then the internal comments will not be visible and then agent doesn't need a second log in.

![Screenshot 2024-05-14 184007.png](https://community.atlassian.com/t5/image/serverpage/image-id/323700iD71DD21D4F31814B/image-size/large?v=v2&px=999 "Screenshot 2024-05-14 184007.png")

comments: author: Katrina Meyers
body: Yes, they can show one ticket at a time, but they're working through the customer's list of open tickets when they're on the phone.

I figured it out with help from our Jira admin:

1. In the Support project, go to Organizations

2. Added myself the Organization.

3. Now, when I go to the Portal and click on Requests, I can choose which Organization to see the list of requests for and that can be used reviewing open tickets with the customer.


author: Katrina Meyers
body: There is a problem with this method though. Once I'm in an organization, if I make a comment on a ticket that is Waiting for Customer, it thinks I'm replying AS the customer and flips it to Waiting for Support. This is not desirable as we're on calls working with our customers on tickets.

So each of our reps has to only add themselves to the Organization while they're on the call, not make notes in the tickets, and then remove themselves. This is not streamlined.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to add Work Log to Team Managed Project
Asked by Nancy Galvez:

I am using Jira Service Management (cloud). This is an existing team-managed project. The team wants to add a work log, but this tab is not displaying within the issue view. I did check the features but could not see an option to enable time tracking. ![Screenshot 2024-05-14 132823.png](/t5/image/serverpage/image-id/323651iD159CC3879F39214/image-size/large?v=v2&px=999 "Screenshot 2024-05-14 132823.png")![Screenshot 2024-05-14 132755.png](/t5/image/serverpage/image-id/323652i9EB6915135778EBF/image-size/large?v=v2&px=999 "Screenshot 2024-05-14 132755.png")


Answers:
author: Chris Rainey
body: Hi Nancy,

On this features page in your screenshot, scroll down and make sure "Estimation" is turned on and set to "Time" and not "Story points". Then, check the tabs again and you should see Work log.

comments: author: Chris Rainey
body: Hi [@Nancy Galvez](/t5/user/viewprofilepage/user-id/5139197)

Were you able to get this to work?


author: Nancy Galvez
body: No unfortunately


Tags: cloud

jira-service-management

jira-service-management-cloud
authentication failure error
Asked by Darsi_ Murali Mohan:

when i was logging in its showing like this

"remote error: CAPTCHA required Your Bitbucket account has been locked. To unlock it and log in again you must solve a CAPTCHA. This is typically caused by too many attempts to login with an incorrect password. The account lock prevents your SCM client from accessing Bitbucket and its mirrors until it is solved, even if you enter your password correctly. If you are currently logged in to Bitbucket via a browser you may need to logout and then log back in in order to solve the CAPTCHA. Visit Bitbucket at <https://tools.lowes.com/stash> for more details."

but i was giving the correct password only

pls help me to resolve this issue..

thanks

Mohan


Answers:
author: Patrik S
body: Hey [@Darsi_ Murali Mohan](/t5/user/viewprofilepage/user-id/5299728) and welcome to Community!

From the description you shared, it appears to be an issue with your login credentials for your **on-premise** Bitbucket instance. In this case, you will need to **contact your IT/Bitbucket administrator** for assistance with this issue.

Thank you, [@Darsi_ Murali Mohan](/t5/user/viewprofilepage/user-id/5299728) !  
Patrik S


Tags: bitbucket-server

server
Bitbucket repository backup policy
Asked by Kunal Mitra:

Hi,

We are using bitbucket repository and want to understand its repositories backup policy. Is Bitbucket is handling regular backup of our repositories? What are the steps if we want to acquire any repository backup from bitbucket?

Please reply to this as soon as possible as I am looking forward to it.

Thanks.


Answers:
author: Aron Gombas _Midori_
body: Atlassian takes care of the backups. I don't know if it is documented anywhere.

But, if you look for more guarantees, you can do your own backups. What we do here at Midori, and I know many others follow that practice, is mirroring all Bitbucket-hosted repositories to GitHub with minimal latency. (We basically pull all changes from Bitbucket and push those to GitHub in every 5 minutes or so.)

comments: author: Patrik S
body: Hey [@Kunal Mitra](/t5/user/viewprofilepage/user-id/4779812) ,

just reiterating [@Aron Gombas _Midori_](/t5/user/viewprofilepage/user-id/502447) answer, Bitbucket Cloud does backup your repositories. Snapshot backups are generated hourly and retained for 30 days to allow for point-in-time data restoration. Snapshots are encrypted at rest, and our platform service performs periodic automated tests of backup integrity.

You can find more details on our backup policy in the article [Does Bitbucket backup my repositories ?](https://confluence.atlassian.com/bbkb/does-bitbucket-backup-my-repositories-1168845079.html)

Thank you!

Patrik S


author: Daria Kulikova
body: Hi [@Kunal Mitra](/t5/user/viewprofilepage/user-id/4779812) ,

As it has already been mentioned Atlassian backs up your Bitbucket data and keeps the snapshots for 30 days. Though, somethimes to meet security standards you may need to keep your Bitbucket data for a longer period of time.

You may find this article useful on different Bitbucket Backup Strategies: <https://gitprotect.io/blog/bitbucket-backup-strategies-backup-and-data-recovery-for-bitbucket/>

Thank you,

Daria


Tags: bitbucket-cloud

cloud
Git gc request
Asked by nicoteamstudios:

Hi.

I'm asking for a `git gc` operation to be performed on my 'holamundo' repository. This request comes after removing a few sizeable branches.

Thanks in advance.


Answers:
author: Patrik S
body: Hello [@nicoteamstudios](/t5/user/viewprofilepage/user-id/1791671) and thank you for reaching out to Community!

I've triggered a garbage collection for the repository you shared, but it didn't reduce the size, with it staying at 4GB.

You can try to further reduce the repository size by following the instructions outlined in our documentation [Reduce Repository Size \| Bitbucket Cloud](https://support.atlassian.com/bitbucket-cloud/docs/reduce-repository-size/) , which provides options such as migrating the large files to LFS (a separate storage).

After following those instructions, we might need to trigger a new GC on your repo, so you can let us know here in this thread and we can execute GC again.

Thank you, [@nicoteamstudios](/t5/user/viewprofilepage/user-id/1791671) !

Patrik S


Tags: bitbucket-cloud

cloud