youngmon/atlassian-qna huggingface dataset:
Adding query parameters in forms.
Asked by Eduard Diez:

Hello,

We need to know if it's possible to add query parameters in the URL of a dynamic form, so the form is already filled, (If the customfield exists)

<br />

Put the URL and in the URL add the custom fielf with value.  
For exemple:  
URL original: [https://myweb.atlassian.net/servicedesk/customer/portal/2/create/425](https://seat-sdc.atlassian.net/servicedesk/customer/portal/2/create/425)

What we want: [https://myweb.atlassian.net/servicedesk/customer/portal/2/create/425?customfield_10480=](https://seat-sdc.atlassian.net/servicedesk/customer/portal/2/create/425?custom_field_10480=)"[test@test.com](mailto:test@test.com)"


Answers:
author: Antoine _Klee Group_
body: Hi [@Eduard Diez](/t5/user/viewprofilepage/user-id/1512631) that's possible with the "native" request form, just the way you describe it, it works fine with "description" or "summary" fields, I did not check with others though.

But this will not work with the "Forms" type fields as their value is stored in the "value" attribute of the HTML object and not its body, which is unaccessible without Javascript.

Best.


Tags: cloud

dynamic-forms

forms

jira-cloud

jira-service-management

jira-service-management-cloud

url
Automatic assignment of tasks to an agent in compliance with the duty schedule
Asked by Viktoryia K_:

???? ??????!  
? ????? ???????? ???? ???????, ? ??????? ???? ???????? ?????? ???????? ?? ?????. ????????? ?????? ???????? ? 8 ???? ?? 17 ??????, ????????? ? 9 ?? 6, ?????? ? ????????? ??????? ???? ???????? ? ??????? ??????. ????, ?? ????? ??????? ?????????????? ????????????? ????? ?????, ?? ??-?? ?????? ??????? ???????? ??????? ????????????? ?? ????????.  
???? ?? ? ??? ?????-???? ?????


Answers:
author: Marcus Jones
body: ?????, **[@Viktoryia K_](/t5/user/viewprofilepage/user-id/5299778)**!

?? ?????, ??? ??????????? ??????? ?????? ???????????? ??? ?????????????. ???? ?? ???????? ??????? ???? ?????? - ???????????? ????????????? ??? ???????? ??????? ???????? ?????? ? ????? ????????? ?? ???? ??????, ??????? ??????? ? ??? ?????. ?? ?????????? ????? ??????????? ? ???, ??? ?????? ???, ????? ???????? ????? ??? ?????, ??? ???????? ????????? ????????????? ??????????????? ???????. ?? ????? ???????, ??? ???? ?????? ??????? ????? 8 ???? ? 5 ?????? ? ?? ??????? ? ???????? ??? (??????? ??? ???????????), ?? ????????? ?? ?????? ??????? ?? ???????? ????? ??? ????-?? ?????????:  

    created >= startOfDay("-9h") AND created <= startOfDay("17h") AND NOT (created >= startOfWeek("+5d") OR created >= startOfWeek("+6d"))

? ?? ????? ??????? ?? ?? ????? ??? ?????? ????? ? 17:00 ?? 8:00:  

    created >= startOfDay("-19h") AND created <= startOfDay("8h") AND NOT (created >= startOfWeek("+17h") AND created <= startOfWeek("+32h"))

??? ?? ????????, ?? ???????, ??? ??? ???????. ???? ? ??? ???? ??? ?????-???? ???????, ????? ?????!

???? ??????? ??? ?????? ? ??????? **CoPilot** , ??????? ? ???????, ??? ?? ??????????! ?

comments: author: Viktoryia K_
body: [@Marcus Jones](/t5/user/viewprofilepage/user-id/5132701) , ??????!  
??????? ?? ??? ?????, ??? ???????!


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
How do I override 'This queue is already filtered by: project = "x" ' when using JQL's ORDER BY?
Asked by Giovanni Monaco:

While **editing** a queue, the ORDER BY criteria is honoured in the preview...

![image.png](/t5/image/serverpage/image-id/315699iDD9649CB57CE43BE/image-size/large?v=v2&px=999 "image.png")

...but upon saving the queue, the order is changed, presumably because as shown in the above image 'This queue is already filtered by: project = "x"'.

How do I get the queue to respect the ORDER BY I have used and prevent the Project's filter being applied?

Thank you.


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Giovanni Monaco](/t5/user/viewprofilepage/user-id/5432429)

welcome the community.

I just had a quick look at this on my site, and what I think happened here is that you, at some point, clicked the column header for *Request participants*, which now "overrides" the sorting that you defined in your JQL query.

Just click on the *Status* column header and you should be back at what you expect.

Best,

Hannes

comments: author: Giovanni Monaco
body: Oh my word! How embarrassing!!

Thank you.


author: John Funk
body: Hi Giovanni - Welcome to the Atlassian Community!

Actually, it IS ordering by the status. It's done alphabetically. You can't control which statuses should be in what order in the ORDER BY - it is always alphabetically - from A to Z or Z to A.

comments: author: Giovanni Monaco
body: Hello John,

Thanks for looking at this and responding.

The queue preview screen *does* correctly order by Status, as you say, alphabetically. The problem appears once I save the queue, at which point the Status order changes.

Let me show the before and after:

++While editing the queue++

++![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/315773i2E7810FD592FC2C3/image-size/large?v=v2&px=999 "image.png")++

++Once I click Save, the Status is no longer consistent++

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/315772i5C7FF0CBFDE2B693/image-size/large?v=v2&px=999 "image.png")


author: John Funk
body: Yes, this was my point - multiple columns have been clicked on.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira origin IP range for whitelisting
Asked by Chema Mart?nez:

Hi!

We need to allow all the IPs available from JIRA Automations (outgoing requests endpoints) in order to whitelist them in our firewalls. Could you please indicate me where i can found them?

Thanks.


Answers:
author: Kishan Sharma
body: Hi [@Chema Mart?nez](/t5/user/viewprofilepage/user-id/5466395)

Atlassian products and sites don't have fixed individual IP addresses, instead they use defined ranges of IP addresses. You should allow-list these IP ranges to maintain access to Atlassian cloud products and sites: [https://ip-ranges.atlassian.com](https://ip-ranges.atlassian.com/)

Please read more about it on [IP addresses and domains for Atlassian cloud products](https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/#IP-address-ranges)

comments: author: Chema Mart?nez
body: Great! Thank you so much!


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal ticket summary pick list
Asked by Elvis Bezanoski:

We are working on a customer portal and wondering if we can do a Summary picklist, e.g. Password reset, VPN, etc then could a value in the picklist prefill the issue category.

i.e. if Summary is selected as VPN

Issue category will prefill Internet \& Networking then user can manually select the sub category, Drop out, Missing, Issue not listed and complete the description.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/315687i72D31C79B30022D8/image-size/large?v=v2&px=999 "image.png")


Answers:
author: John Funk
body: Hi Elvis,

Not with the Summary field as that is a single line text field. You would need to create a new custom field with single pick list type if the user can only select one item from the list. Or a multi pick list if the user can select more than one item at a time.

comments: author: Elvis Bezanoski
body: something along this thread.

<https://community.atlassian.com/t5/App-Central-questions/How-Convert-Summary-Field-to-a-dropdown/qaq-p/2013799?lightbox-message-images-2015200=195163i9293C8C9765B260F>


author: John Funk
body: You would need the ScriptRunner app to be able to do that. And still, not sure it would work in Cloud. The Summary provides the title of the request that the user identifies as the need.


author: Rik de Valk
body: HI [@Elvis Bezanoski](/t5/user/viewprofilepage/user-id/5316393) , I would recommend creating a Form for the request.

In forms you can add any form field, for which you do not need any new custom fields. So simply add the drop-down field to the form that you wish to use as summary.

Then you can simply hide the Summary field from the request type and give it a temporary default value.

And on ticket creation, you can fetch form field values using an Automation rule, and overwrite the Summary with whatever value was selected in the drop-down.

Getting form values in an Automation rule takes a bit of tinkering, but I find it very useful. See <https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277>.

Have a nice day! Rik


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to deny comments via the portal but allow them in a transition?
Asked by Dennis Stengele:

I have a Resolved status and want to make sure that the customer selects one of the exposed transitions in the customer portal, either Close or Reopen.

Additionally, to make sure that no comments are overlooked, I want to disable the normal comment ability for portal users while in that status and only allow entering a comment when transitioning the issue via one of the exposed transitions.

I have tried adding the property *jira.permission.comment.projectrole=10101* to the Resolved step which works in disabling the comment function. At the same time though, this also disabled the comment fields in the exposed transitions.

I tried adding additional permission properties to the transition itself to re-allow commenting during the transition, but this does not seem to do anything.

Is there something I'm overlooking?


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Dennis Stengele](/t5/user/viewprofilepage/user-id/5162771)

I'm afraid that it is not possible to achieve. Everything what you tested will solve your issue partially.

Regards,

Seba


Tags: cloud

jira-service-management

jira-service-management-cloud
Downgrading to free plan - conflicting steps
Asked by Narender Rawal:

When I am downgrading to free plan. the step by step instructions says max number of users that can access a product is **10 users**.

I have only 6 users but when I following the steps, the free plan option is disabled for me and the message says I cant select because max number of users can be only **3 users.**

is 10 user still the limit or it has been revised to 3 users now.


Answers:
author: Andy Heinzer
body: Hi [@Narender Rawal](/t5/user/viewprofilepage/user-id/5466848)

There are different user limits for different Jira products on the free plans. For example, Jira Software (JSW) and Jira Work Management (JWM) has 10 user limits on the free plan. However for Jira Service Management (JSM), the user limit is only 3 agents. You can also see this in <https://www.atlassian.com/software/jira/service-management/pricing>

You still could potentially have JSM free, but you would need to limit the number of users that have JSM product access to no more than 3. You could follow the steps in [Remove product access from users](https://support.atlassian.com/user-management/docs/remove-product-access-for-users/) if you need steps on how to do this.

comments: author: Narender Rawal
body: thanks [@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137) for clarificaton


author: Kishan Sharma
body: Hi [@Narender Rawal](/t5/user/viewprofilepage/user-id/5466848)

Welcome to the Atlassian Community!

This looks like a known issue. Atlassian Community support team have acknowledged the issue and should be updating the thread. - <https://community.atlassian.com/t5/Jira-Software-questions/Incorrect-quot-No-users-left-quot-notification/qaq-p/2655508>.

Please leave a comment on the linked question above or watch it to receive email updates.

comments: author: Narender Rawal
body: thanks [@Kishan Sharma](/t5/user/viewprofilepage/user-id/554991) .

I see its a known bugs for months, any idea by when it can be resolved.


author: Narender Rawal
body: posted here <https://community.atlassian.com/t5/Jira-Software-questions/Re-Incorrect-quot-No-users-left-quot-notification/qaq-p/2658426/comment-id/942165#M942165>


Tags: atl-rvw

cloud

jira-service-management

jira-service-management-cloud
How to Offer Confluence Article from Service Desk Team
Asked by Mathew Lederman:

For our IT Service Desk in JSM, we're looking for our agents to provide a the Confluence article they used to resolve the issue in a way we can track/analyze the articles.

We have the Confluence Space linked with the Service project, but the only agent-facing functionality this provides is the lookup and add to comment option. If we want to track which Confluence pages are being used/how often etc. we have to somehow parse the comments.

The alternative would be to have the agent link the article, but that requires More \> Link \> Confluence \> Enter the URL or Search \> Link.

Is there an easier method that I'm missing?


Answers:
author: Carla Ann Rowland
body: In JSM the tools automatically track the article usage. Check the reports for stats. There is a report and you can make a filter on that report. Ping me back here if your need more assistance.


Tags: jira-service-management

jira-service-management-server

server
Asset Object Attribute Dependencies
Asked by Rob Terakedis:

I'm building out a Schema to track knowledge assets (videos, documents, labs, etc). In the schema, I have 3 sibling Objects -\> Knowledge Domain (related product), Use Case, and Knowledge Asset. The "Use Case" object also has a child object called "Related use cases" (i.e. sub use-cases of the parent).

The way I've set these up is as follows:

* Use Cases have an object reference to Knowledge Domain
* Sub Use Cases have object reference to Knowledge Domain and Use Case
* Knowledge Assets have object reference to Knowledge Domain, Use Case, and Sub Use Case.

I'm trying to figure out how I can tier the 3 object references on the Knowledge Asset configuration -\> Choose the knowledge domain, then show only the Use-Cases that refer to that specific Knowledge Domain. Then if sub-use cases are tied to that specific core use case, those would only be possible to select.

Do I need an AQL query in the "Filter Objects" for the Object Reference that will limit the available options? Or have I possibly not done the object references correctly?

Thank you for a point in the right direction!


Answers:
author: Steve Y
body: Rob,

Do you have your attribute reference set to Dependency, or Reference? Dependency will enable your fields to present the cascade effect you're looking for. At least they did for me.


Tags: asset-management

assets

cloud

jira-service-management-cloud
Do you have any plan to update these Github Actions?
Asked by David Le:

These public Github Actions have not been maintained for two years. They are also using a depricated node16. Are you going to update them, or are there any alternatives?

* atlassian/gajira-login
* atlassian/gajira-comment
* atlassian/gajira-find-issue-key  

  <br />


Answers:
author: Dan Breyen
body: Hi [@David Le](/t5/user/viewprofilepage/user-id/3920084) I found [JSWCLOUD-26524](https://jira.atlassian.com/browse/JSWCLOUD-26524) on Atlassian's Jira site. It sounds like what you are looking for. I would suggest voting for and watching it for updates. I'm sure you could add specific comments to it as well.

comments: author: David Le
body: I added my comment there.  
Also, here are issues in this reposotories <https://github.com/atlassian/gajira>  
But the users stopped asking the questions about December 2022.


Tags: cloud

jira-service-management

jira-service-management-cloud
Hi can I connect Atlassian Access with two different active directory
Asked by Carlos Sanchez Golding:

Today we have two organizations with different domains and different active directory servers, however the teams working in Jira Service Management are mixed among the two domains, and we would like to buy Atlassian Access to integrate both active directories with Jira Service Management, Jira Software, Confluence, and more


Answers:
author: Ste Wright
body: Hi [@Carlos Sanchez Golding](/t5/user/viewprofilepage/user-id/5466625)

You can - but only with Enterprise edition.

This is confirmed on [this help page](https://support.atlassian.com/provisioning-users/docs/add-identity-providers-to-connect-users/):
> Connecting multiple identity providers give admins the flexibility to manage complex business, regulatory, or security requirements. How many you can connect depends on your plan:
>
> * An Atlassian Access subscription allows you to connect one identity provider.
>
> * **An Enterprise plan allows you to connect multiple identity providers.** Atlassian Access is included with your Enterprise plan at no extra cost. [Learn what's included in Cloud Enterprise plans](https://www.atlassian.com/enterprise/cloud)

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Make domain as customer domain
Asked by adginfotech:

We have some email domains that are actually Portal only customers. But the JIRA migrator tool keeps transferring them as Users. I can make them as not trusted domain but then I will have to modify the email address and then the customers will not have access

Can anyone tell me how to ensure the email domain is recognized as a portal only customer and not as a user?

Thanks

Sundar


Answers:
author: Ste Wright
body: Hi [@adginfotech](/t5/user/viewprofilepage/user-id/5437358)

Is this a Server \> Cloud migration? If yes, are they customers in Server?

This page has some good information on migrating customers: <https://support.atlassian.com/migration/docs/migrate-jira-service-management-customers/>

Is your migration working differently to this?

---

If this is a different migration (eg. other ITSM tool \> JSM), you want to ensure when migrated in the users are provided access to the role "Jira Service Management - Customer"

You can set this per Group also. If you select a Group, there should be an option on the right-hand side to *"*Edit group's access". In the next screen is a tab for "Customer access" - add the Group in here.

See more information on Groups on this page: <https://support.atlassian.com/user-management/docs/edit-a-group/>

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Update Multiple Users into Assets field from Automation
Asked by Edward Moxley:

I have a request that captures 2 different user fields. When the request is resolved, I have automation that creates an Asset record from the captured data. When I create the record, I want to append the 2 user fields and update a multi-valued user field in the assets table.

I've tried setting the value of the field to {{issue.UserField1}}, {{issue.UserField2}}

but it keeps throwing an error as Invalid JSON...

How do I append those 2 fields together and write them to one field in the assets record?

Thanks,

Ed


Answers:
author: Edward Moxley
body: uh oh... This was working up until 3/20... So, something broke in the Atlassian code.


Tags: cloud

jira-service-management

jira-service-management-cloud
Recebimento de Notifica??o quando h? intera??o no ticket pelo Cliente
Asked by Thais Monteiro:

Ol?, gostaria de saber como ? poss?vel eu (respons?vel e participantes) recebermos notifica??es de atualiza??es/retornos nos tickets pelos clientes?


Answers:
author: Ste Wright
body: Hi [@Thais Monteiro](/t5/user/viewprofilepage/user-id/5466571)

Can I just clarify, are you an Agent (i.e an internal user) or a Request Participant (i.e an external user the ticket was shared with)?

And is this Company-managed or Team-managed?

Ste

---

And in Portuguese, according to Google Translate...

Posso apenas esclarecer se voc? ? um Agente (ou seja, um usu?rio interno) ou um Participante da Solicita??o (ou seja, um usu?rio externo com quem o ticket foi compartilhado)?

E esse ? do tipo Empresa ou Projeto de Equipe?

comments: author: Thais Monteiro
body: Ol? Stephen

Sou agente (usu?rio interno)


Tags: cloud

jira-service-management

jira-service-management-cloud
Add issue key to Form PDF
Asked by Christian:

I'm currently using the Forms functionality on my JSM instance and have a need to export forms as PDFs for printing. When I do this now, it does not show anywhere on the form what this issue key of the form this pdf was generated from, it only shows the issue key in the file name. Is there an easy way to just show the issue-key on the form so when it is printed there is good traceability to the issue it was printed from?

Thank you for your help.

Christian


Answers:
author: Anchal Chopra
body: This feature isn't available. There is a feature request for the same, tracked under:

* [JSDCLOUD-12003: Include Jira fields in PDF Export](https://jira.atlassian.com/browse/JSDCLOUD-12003)


author: Brant Schroeder
body: [@Christian](/t5/user/viewprofilepage/user-id/5412859) I am not aware of any delivered feature that would provide this functionality. I think you would have to create a custom field that would be linked on the form and then could be updated through automation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Cannot add more than 4 accounts to Free tier
Asked by Joe Trier:

Just starting with Jira in the free account. Currently, there are a total of 4 users including myself.

Looking at Admin -\> Users, I see only 4 users.

In Admin -\> Billing, it shows "Free Account" which is good.

The problem is is that I can not add any more users. At the top of the screen, I see "No users left".


Answers:
author: Dan Breyen
body: Hi [@Joe Trier](/t5/user/viewprofilepage/user-id/5466512) per the [JSM Pricing guide](https://www.atlassian.com/software/jira/service-management/pricing), the Free license only allows 3 agents.

If you are the system administrator, under Administration / Products / Jira Service Management, if you click 'Manage Products' you should see the total number of Licensed Users listed there. Anyone who is flagged as an 'Agent' would be using a license. You wouldn't be able to go beyond 3 agents with the free license.

Hope that helps.

comments: author: Joe Trier
body: Setting up Jira Service Management did it. Thanks, I appreciate the help.


author: Joseph Chung Yin
body: [@Joe Trier](/t5/user/viewprofilepage/user-id/5466512) -

Welcome to the community. Under the "Free Subscription", you are only allow to have 3 agent licenses, thus you cannot add another user with agent license. However, all customers (who access the JSM project via portal UI) are unlimited.

If you need to add more agents, then you will have to change your subscription plan to Standard (which means it will no longer to be free).

This is a different case with Jira Software Application (Jira). Where all users must be licensed to the product.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud