youngmon/atlassian-qna huggingface dataset:
How to assign appropriate role for customer & where to restrict the configuration option
Asked by Aakruti Sirsikar:

How to assign appropriate role for customer \& where to restrict the configuration option


Answers:
author: Sudarsana G
body: Identify Customer Roles: Determine what roles you want your customers to have. Common roles for customers include "Service Desk Customers" or "Customers."

Access Project Settings: Log in to your Jira instance and navigate to the specific Jira Service Management project for which you want to configure roles.

Navigate to Project Settings: Click on the "Project settings" gear icon located on the bottom left corner of the Jira project sidebar.

Manage Roles: In the Project settings menu, select "People" under the "Users and roles" section. This will take you to the project roles configuration page.

Assign Customers to Roles: In the project roles configuration page, you can assign customers to appropriate roles. Look for roles like "Service Desk Customers" or "Customers" and add the appropriate customers to these roles.

Review Permissions: After assigning roles, review the permissions associated with each role. By default, customers typically have limited permissions, such as creating and viewing their own requests. Ensure that these permissions align with your requirements.

Restrict Configuration Options: To restrict configuration options for customers, you may need to adjust project permissions. For example, you might want to prevent customers from accessing certain project settings or configurations. Navigate to the "Permissions" section in Project settings and adjust the permissions as needed.

Test and Validate: Once you've configured the roles and permissions, it's essential to test the setup to ensure that customers can access what they need while being appropriately restricted from sensitive configurations.

By following these steps, you can assign appropriate roles to customers and restrict configuration options in Jira Service Management according to your requirements.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do i create a button
Asked by Emmanuel_A:

How does one create a button on service requests.

i want to be able to create buttons here for

- Close Ticket

- Add work log

- Schedule Ticket


Answers:
author: Dave Mathijs
body: Hi [@Emmanuel_A](/t5/user/viewprofilepage/user-id/5506342) welcome to the Atlassian Community!

The 'buttons' you are referring to are either workflow transitions or custom fields.

You can add 'action buttons' like 'Close Ticket' or 'Schedule Ticket' by editing your workflow with a transition. A transition moves the ticket from one status to another.

For fields, you either edit the value directly in the respective field you can find in the **Details** or **More fields** panel on the right side of the issue view.

You can find the 'Add work log' as the **Time tracking** field.

comments: author: Emmanuel_A
body: Thanks Dave, I'm more looking to add a button on the service request here to make the options more front and centre for staff.

![Screenshot 2024-05-28 105121.png](https://community.atlassian.com/t5/image/serverpage/image-id/326164i7869DC8DE9FB41BB/image-size/large?v=v2&px=999 "Screenshot 2024-05-28 105121.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
I Can not see Request Types In JSM
Asked by Rasa:

Hi every one

as jira admin i create a service management project but in portal(JSM) i can not see any request type from this project.

please HELP:(![1.JPG](/t5/image/serverpage/image-id/326006i60D5A40787E47462/image-size/large?v=v2&px=999 "1.JPG")


Answers:
author: Umut Ekin AL
body: Hello [@Rasa](/t5/user/viewprofilepage/user-id/2669300) ,

Did you have the same problem with create button on jira site, not portal. If it is not you can try to clean cash

Umut

comments: author: Rasa
body: Create bottom is shown

But i already clear cash but nothing change.


author: Umut Ekin AL
body: Could you create an issue from there, and choose request type from there.


author: Rasa
body: Yes


author: Sudarsana G
body: Did yo configured requests in Service desk level ? First, ensure that you have actually created request types within your service management project. Request types define the different types of requests that customers can raise through the portal.

comments: author: Rasa
body: yes of course

there are many request type but i can not see them

![1.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/326009i6507926699BEF50A/image-size/large?v=v2&px=999 "1.JPG")


author: Sudarsana G
body: Can you Ensure that the request types are associated with the appropriate customer permissions. In JSM, permissions control who can see and access specific request types. Make sure that the request types are visible to the intended audience, such as customers or specific groups. Also please Navigate to the project settings of your service management project and review the "Request types" section. Here, you can verify the list of request types and their configurations. In the project settings, review the portal settings to ensure that the request types are enabled for the customer portal. You can customize which request types are visible in the portal and their order.


author: Rasa
body: i check every thing

that is ok.

![2.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/326012i530F5FB8D13141DC/image-size/large?v=v2&px=999 "2.JPG")


author: Rasa
body: in your opinion, is server or service reset useful??


Tags: data-center

jira-service-management

jira-service-management-data-center

request-type
Issue facing by using lookup issues
Asked by Mansi Mehta:

I am facing the below error while creating an automation.  
![Screenshot 2024-05-27 004250.png](/t5/image/serverpage/image-id/325990i3BD13EAD5AEDF001/image-size/large?v=v2&px=999 "Screenshot 2024-05-27 004250.png")  
I want to share all open issues list with our whole team. I have tried the filter subscription option also. But I want the list in a specific tabular format. Please suggest any plug-in options also if you have.


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

I think the basic problem is that there are cases where the Assignee field is empty. So the way we solved that before is to create an IF/ELSE for each scenario - Assignee is empty and Assignee is not empty. Put the current Send Email under the one where Assignee is not empty. Then copy that and put the copy under the Assignee is empty, but edit it take out the Assignee from the To: of the email.

That should solve it for you.


author: Rudy Holtkamp
body: Hi [@Mansi Mehta](/t5/user/viewprofilepage/user-id/5506320) \& welcome to the community,

If you look on the right you'll see 7 MM tickets being processed. So your automation does select (a few) issues. The problem is that it can't send all emails, because you send them to the assignee and not all issues have an assignee are set. So you either need to send the email to specific users. You can type one or more email addresses in the send email action or you need to add a condition in front of the sending of the email, which skips issues with empty assignees.

To be more helpful you might need to show us the rule details of your automation

Rudy

comments: author: Mansi Mehta
body: Hello [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802)   
I have selected reporters as a field before, but it showed the same error.  
Please find the below snips for rule details:  

![1..png](https://community.atlassian.com/t5/image/serverpage/image-id/325998iFE8914CF04573C6F/image-size/large?v=v2&px=999 "1..png")![2.png](https://community.atlassian.com/t5/image/serverpage/image-id/325999iA0467F07B7633E39/image-size/large?v=v2&px=999 "2.png")![3.png](https://community.atlassian.com/t5/image/serverpage/image-id/325997i4CEB37AD5A32DC09/image-size/large?v=v2&px=999 "3.png")  

<br />

Thanks!  

<br />

<br />


author: Rudy Holtkamp
body: Hi [@Mansi Mehta](/t5/user/viewprofilepage/user-id/5506320) ,

I see that you have the assignee \& reporter in the send list. If I look at your primary question you want to send a list to the whole team. So I suggest that you replace the reporter and assignee to email addresses of your team.

Then all team mates will receive the list of unresolved issues, regardless if they are the reporter/assignee.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/326055i61A45E9FDF570B7D/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Timeline display of tasks
Asked by ?? ?:

I understand that there are two methods to display the start date and due date of tasks on the timeline as bars. One is to input dates in the \[Start Date\] and \[Due Date\] fields, and the other is to place a schedule bar on the timeline. Apart from the above, is it possible, for instance, to create a new custom field, make date pickers for \[Ticket Creation Date\] and \[Planned Closure Date\], and have the dates inputted into each field automatically reflected on the timeline?


Answers:
author: YY Brother
body: HI [@????](/t5/user/viewprofilepage/user-id/5506234)

Welcome to our community.

It's not possinle for Timeline currently. However, you can try Plan or Advanced Roadmap for customized start/end dates.

Thanks,

YY?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to hide or remove field "similar request"?
Asked by Jimmy Trivedi:

This is showing while creating an issue, I want to hide it.


Answers:
author: Ash Yadav
body: Hi [@Jimmy Trivedi](/t5/user/viewprofilepage/user-id/3939054)

From your service project, go to **Project settings** ? **Features**.

Turn on/off the **Similar issues** toggle.

More documentation on this can be found here:[Find similar issues on Jira Service Management](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-similar-requests/#:~:text=The%20similar%20requests%20panel%20uses,to%20find%20related%20issues%20for.)

KR,

Ash


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA - Time to first response - Removal of current day
Asked by Saba Rahimi:

We have a report that shows the time to first response and the time to resolution. The percentage also shows at the top. We would like to show this chart without the current day as it reduces the percentage.

I know this is possible by changing the "Show" property to Custom date and not showing the current date but we would like the current day to be excluded when we select items like

"Past 7 days", "Past 14 days" or "Past 30 days"

This is necessary as we are using the report on a dashboard and we don't want the current day to influence the percentage.


Answers:
author: Danut M _StonikByte_
body: Hi [@Saba Rahimi](/t5/user/viewprofilepage/user-id/5506061),

Do you refer to the Service Project Report gadget of Jira? This gadget is not so flexible and you cannot exclude the current day.

As an alternative to this gadget, you could try the ones offered by our [Great Gadgets](https://marketplace.atlassian.com/search?query=stonikbyte%20great%20gadgets%20agile) app.

For example, with the **Cycle Time Trend** gadget you can calculate the **Time to First Response** for the issues from a filter or JQL and display the average for past time intervals along with the trend. You can exclude the current day.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/326187i59719E6D374DE022/image-size/large?v=v2&px=999 "image.png")

Similar to this, you could also try **Control Chart** and **Histogram Chart** gadgets offered by the same app.

See also this article: <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

You could try with a 1-month free trial. If you need any help, feel free to contact us at support@stonikbyte.com.

Hope this helps

Danut.


Tags: cloud

jira-service-management

jira-service-management-cloud
Request participants is not shown in customer portal
Asked by Mohamed Saad Taha:

Dears,

Iam using request participants filed but when I set this filed with users in the request creation it work normally but in any other status the filed is configured with the users, but users can't find the requests in customer portal

BR,


Answers:
author: Rudy Holtkamp
body: Hi [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) ,

If I understand it correctly, you have some issues which are not visible in the portal for the request participants. This can be the case when the 'request type' field itself is not set. So could you verify this?

comments: author: Mohamed Saad Taha
body: [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802) thanks alot for your rely it is the case this request is imported from Excel so the request type is not configured correctly

once i set it correctly it work fine


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Asset management
Asked by Zakhia Elhayek:

Is it possible to have assets linked to a service project and access rights to be the same as the project access rights , i.e. whoever has access to the project would have visibility to the assets related to that project and when creating a request the assets related to the project to be available in a new custom dropdown box field.


Answers:
author: Rudy Holtkamp
body: Hi [@Zakhia Elhayek](/t5/user/viewprofilepage/user-id/5505890) and welcome to the community,

This can only be the case when you have a different object schema per service project. Then you can create user groups which you can use in the object schema roles and in the service project roles/permissions.

In other words, when users have access to a object schema they can view/edit/etc all objects within that schema, depending on the role you have assigned.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/326060i5A891D218235F9FD/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there any way the view field can be different before and after the issue is submitted?
Asked by Moon:

Dear community members,

I need a help how to show different fields before and after the issue is submitted?

Am I required to create two issue types, or is there another way?

I would appreciate it if you could give me an idea.

Please assist and advise on this matter.

Thanks a lot.

Best regards,

Moon


Answers:
author: John Funk
body: Hi Moon,

What is your exact use case? It is a little hard to understand your request.


author: Nic Brough -Adaptavist-
body: Please stop using AI to answer questions. It has given you a completely wrong answer, and not tried to explore the question properly.


author: Nic Brough -Adaptavist-
body: Please stop using AI to generate answers - they are usually wrong, and at best, unhelpful.

This answer does not help, it does not solve the presented problem and it does not explain why the poster is asking to do something pointless.


author: Fil
body: Hi Nic,   
Edited my answer. Wasn't my intention to provide a wrong answer. I saw this as a topic that I wasn't aware of and tried to educate myself and help someone else, but I understand your point.

My apologies and have a great day.


author: Rick Westbrock
body: It sounds like you just need to have separate Create and View/Edit screens each of which has a different set of fields. We commonly do this to keep the number of fields to a minimum on the Create screen as that it makes it easier for the user to get the issue submitted then they have access to more fields on the View/Edit screen to set later.

We also have a few use cases where a field is only on the View screen but not on the Edit screen so to edit the field the user must trigger an automation rule or a self-transition in the workflow (which has a transition screen) in order to edit the field. We typically do this for fields where only members of a specific group are allowed to edit the field.


author: John Funk
body: Where did you go [@Moon](/t5/user/viewprofilepage/user-id/5394728) ?


author: Fil
body: Editing my answer as it isn't helpful for the OP or future users with a similar question.


Tags: cloud

jira-service-management

jira-service-management-cloud
I can not see my organization list
Asked by habtamu gu:

I can not see my organization list


Answers:
author: Joseph Chung Yin
body: [@habtamu gu](/t5/user/viewprofilepage/user-id/5505461) -

Welcome to the community. Can you provide more back ground on your ask?

Please advise, so we can assist you better.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't get reporter's display name to print to summary in advanced automation
Asked by Suzy Nicholson:

Hello,  

Does anyone know what I might be doing wrong with my automation?  
The only field not printing to the summary of our tickets is the reporter's name.  
Basically, we are hoping to update the summary of our Seat Request tickets to show:  

Seat Request - SITE: NAME(aka the reporter) - START DATE  

The custom fields are showing up fine, but the reporter's name is not printing to the summary so it ends up looking like:  
Seat Request - SITE: - START DATE  

NOTE: I have tried both {{issue.reporter.displayName}} and {{reporter.displayName}} and neither works.  

![image.png](/t5/image/serverpage/image-id/325899i8EC2332F3AD5DFD0/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Ash Yadav
body: Hi [@Suzy Nicholson](/t5/user/viewprofilepage/user-id/5008691)

If you just populate the reporter field and skip the custom fields, does it display? Looking to try this just as a control to see if it displays on its own or not.

Let me know the results.

KR,

Ash

comments: author: Suzy Nicholson
body: Hey!  

I tried that and it just suddenly started working even once I put the other fields back in.  
I think it just might have been a glitch with the first test ticket.  
Thanks you!


author: John Funk
body: Hi Suzy,

You don't need the Additional fields/advanced section. Click on the 3 dots next to the Summary field and choose Set to.

Then put this in the blank box:

Seat Request {{issue.customfield_10116}}: {{issue.customfield_10243}} - {{issue.reporter.displayName}} - {{issue.customfield_10078}}

comments: author: Suzy Nicholson
body: I got this automation working because it seems there was just some glitch.  
After removing the other fields, and testing it out, the name populated.   
Then after adding the other fields back in, it was still working.  

Out of curiosity, I tried your suggestion which worked, which is definitely good to know going forward :)  

There was a problem when I initially tried your suggestion, but that was because Jira's auto-generated text kept popping back up when I deleted my text from the Additional Fields, even when I minimized that section. It was throwing error because "Custom Field Name" obviously doesn't exist in my project.  
I fixed it by deleting that action box and remaking the Edit Issue action box.


author: John Funk
body: Actually, I also noticed that you were missing a } after the 10243 custom field above in your screenshot. That's probably what was giving you the error. And why it worked when you cleared it out and retyped it back in.


Tags: automation

cloud

edit

jira-service-management

jira-service-management-cloud

reporter

summary
Assets: Allow users to select Assets data in field without giving access to the schema itself?
Asked by Ashley Honeycutt:

Is it possible to allow users to select items in a custom Asset Object field without granting them access to the Asset Schema itself?

For example, say I have a schema that has employee data that includes their name, title, and their home addresses. I then have an Assets field that lets users select a person's name/title but we don't want users to see that person's home address since it's private information.

Thank you!


Answers:
author: Gikku
body: [@Ashley Honeycutt](/t5/user/viewprofilepage/user-id/5065838) If your goal is to have the ability for the customers to select the values from an asset custom field on a JSM project portal, you can achieve this without giving them access to the asset schema.

You can follow the instructions mentioned in the documentation [Enabling Assets custom fields on customer portals](https://confluence.atlassian.com/servicemanagementserver/enabling-assets-custom-fields-on-customer-portals-1044784436.html) to enable the permission for customers at the schema level and then add the custom field to the portal request type form.


Tags: assets

jira-service-management

jira-service-management-server

server
Upgrade az cli in atlassian/azure-cli-run pipe
Asked by Charlie Retzler:

We are trying to use the azure-cli-run pipe to install containerapp extension so that we can use the \`az containerapp job\` commands. AZ CLI version 2.40.0 does not allow a recent version of containerapp to be installed, and this is needed so that it can recognize the new JOB command.   

In order to use the latest version of containerapp 0.3.40 it requires az cli version 2.45 or higher.  

A workaround was to add a \`pip install --upgrade azure-cli\` command prior to installing the containerapp extension, but that adds nearly 2 minutes to the pipeline step time.


Answers:
author: Igor Stoyanov
body: [@Charlie Retzler](/t5/user/viewprofilepage/user-id/5323208) hi. Thanks for your question. We will update pipe to the latest version and notify you.  

Regards, Igor


Tags: bitbucket-cloud

cloud
BitBucket - User count exceeded but number of users below limit
Asked by Tim Morgan:

We have 12 users on our BitBucket license. We accidentally exceeded the user limit with a few accounts from people who have moved on.

After deleting accounts (bringing the total down to 11), I'm still getting the error that we've exceeded our user count. What else do I have to do to clear this issue?


Answers:
author: Mark C
body: Hi [@Tim Morgan](/t5/user/viewprofilepage/user-id/5323181),

Welcome to the community.

As per checking, it seems your shared workspace is automatically downgraded to the Free plan, hence, this is why you're getting the error.  
For that, I'd suggest updating your payment details and upgrading your shared workspace plan.  
Once done, try to invite a new user again.

If you're having issues upgrading your shared workspace, please don't hesitate to reach out to our billing team through this link. - <https://support.atlassian.com/contact/#/>

Regards,  
Mark C


Tags: bitbucket-cloud

cloud
Bitbucket Upgrade
Asked by Kallam:

Currently I am using licensed version of 7.21.14. Planning to upgrade to version 8. I tried to download archive folders from atlassian bitbucket portal. once I extracted zip file. It's doesn't have bat files inside bin folder. Please help provide link to download version 8.13 having batch files to stop and start bitbucket services in windows machine.

Note: I don't want to install .exe files.


Answers:
author: Jeroen Poismans
body: Hi Kallam,

Correct, here is a link to the Bitbucket 8 release notes:

<https://confluence.atlassian.com/bitbucketserver/bitbucket-data-center-and-server-8-0-release-notes-1115659343.html>

As per version 8 the support for Windows is discontinued, so that's probably why the Windows binaries aren't provided anymore.

Regards,

Jeroen


Tags: bitbucket-server

server