youngmon/atlassian-qna huggingface dataset:
Behaviours on Customer Portal not working with Chrome
Asked by D X:

Dear all,

since some time, my Customer Service Request page no longer working as expected under Chrome

we use a Behaviours script to fill some custom field depending on another one. But since some time, nothing append when selecting someone in main customfield, other ones are no onger updated:

![issue_chrome.png](https://community.atlassian.com/t5/image/serverpage/image-id/340962i01CF0327ECA608EB/image-size/large?v=v2&px=999 "issue_chrome.png")

there others custom fields that supposed to be updated, and nothing happens.

we are using Jira 9.12.5 and service management 5.12.5-REL-0002

When using Firefox or Edge, there is no problem.  

Any clue ?

thank you in advance

Xavier


Answers:
author: Adolfo Casari
body: [@D X](/t5/user/viewprofilepage/user-id/1202232)You need to upgrade scriptrunner to latest version where that bug is fixed.

![imagen.png](https://community.atlassian.com/t5/image/serverpage/image-id/341078iFE5F1AAB0F2CE8A1/image-size/large?v=v2&px=999 "imagen.png")

comments: author: D X
body: Dear [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257)

thank you very much. We will proceed

regards,

Xavier


author: Ingo Volkhausen
body: Hi DX,

if I understand this correct, you have a custom Script running.  

I would suggest to debug this to find out the exact reason, if this script is correct triggered a/o executed and where it fails.

See instructions here how to debug:  

[JavaScript debugging reference \| Chrome DevTools \| Chrome for Developers](https://developer.chrome.com/docs/devtools/javascript/reference)


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Reporter not getting email notifications for reply on tickets.
Asked by Infra-Support-Team:

Initially, When reporter was raising a ticket using my personal gmail (@gmail.com), it's getting converted into ticket and he's receiving acknowledgement and further replies on the tickets(I'm using reply to customer option). But when he's raising the ticket using company email, ticket is being created and he's just getting the acknowledgement mail but no further replies on that ticket are being mailed to reporter.  

But now no configuration was edited, since I don't have admin access, I'm just the user(agent), and now when reporter is raising the ticket by sending mail from any domain whether it is gmail or company mail, ticket is being created and reporter is getting acknowledgement mail but no further replies on that ticket are being mailed to him. I've already checked archives, junks and disabled email filters, but still no mails. All the notification setting are by default and I've attached the screenshot of those.![Screenshot 2024-08-09 143655.png](https://community.atlassian.com/t5/image/serverpage/image-id/340947iB6F802318746B56F/image-size/large?v=v2&px=999 "Screenshot 2024-08-09 143655.png")![Screenshot 2024-08-09 143705.png](https://community.atlassian.com/t5/image/serverpage/image-id/340946iF243FA9C2866BDE5/image-size/large?v=v2&px=999 "Screenshot 2024-08-09 143705.png")


Answers:
author: Rishabh Jhawar
body: Hi,

Did you check if the desired email notifications are turned on?

![temp jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/340935i23E32D7CDBB84E5D/image-size/large?v=v2&px=999 "temp jira.png")


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Alerts tab is missing in Personal settings
Asked by Jana Mandulov?:

We have switched from Opsgenie to JSM and my colleague wants to set up methods of alerts notifications. But he cannot see the Alert tab in the left menu as I am.

What could cause this? How to fix it?

Thanks

Jana


Answers:
author: Chris Rainey
body: Hi [@Jana Mandulov?](/t5/user/viewprofilepage/user-id/5045882)

I believe you need to confirm that your colleague has "Jira Service Management - Agent" access.

I tested this on my end with a test account and granted it access to Jira only (not Jira Service Management). When I went to Notifications Settings in Personal Settings, I could see the "Projects and issues" option in Notification Settings but the "Alerts" option was missing.

I then granted the account "Jira Service Management - Agent" access as well and signed out and signed back in with the account. After doing so, "Alerts" was shown there.

I then removed "Jira Service Management - Agent" access and the "Alerts" page stopped working and I'm sure that if I signed out and signed back in, it would no longer be shown.

Can you confirm that your colleague has that access mentioned above and that they've tried signing out and signing back in?

comments: author: Jana Mandulov?
body: Hi Chris, yes we both have JSM - Agent access. I will check with him if he signed out and signed back.


author: Jack Brickey
body: I'm pretty confident that this is the smoking gun here.


author: Jana Mandulov?
body: You were right. Thanks!


author: Rebekka Heilmann _viadee_
body: Don't really have a clue, but can you double check if

* your colleague is an Agent in at least one JSM project with active Incident Management \& Alerts (active under Features)
* has the "Alerts" Tab under "Your work" in the Nav bar?
* if you are a "responder" to/owner of any Service (Feature "Service") in JSM or in Compass

comments: author: Jana Mandulov?
body: Thanks, 1. and 3. both of us same, 2. I will check with him.


author: Jack Brickey
body: Hi [@Jana Mandulov?](/t5/user/viewprofilepage/user-id/5045882) , is it possible that your project was not created as an ITSM project? Can you share an image of your project sidebar?

comments: author: Jana Mandulov?
body: Hi Jack,

This setting is not under project, but under Personal user setting here. I can see it, my colleague not:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/340982iEA8B1B44A0E11DDD/image-size/large?v=v2&px=999 "image.png")


author: Jack Brickey
body: Ah, ok. Well, I will need to investigate as I have not come across this before. Let me see if I can find a clue.


author: Jack Brickey
body: BTW, I do not see either. It would be interesting to go into User management and compare your user details against your colleagues for any differences.


author: Jana Mandulov?
body: No differences in access, we both are site admins and have access as JSM Agent.


Tags: alerts

cloud

jira-service-management

jira-service-management-cloud
Changing Default Project Language in Jira Service Desk
Asked by Andrew Lo:

When creating a brand new Jira Service Management project it defaulted the language to Japanese.  
Although our target population is Japanese, we operate in English and need the UI to be in English to even set this up.  
Same issue as reported here, but this was years ago.

![Screenshot 2024-08-09 at 16.51.04.png](https://community.atlassian.com/t5/image/serverpage/image-id/340930iE8F2293EB484913A/image-size/large?v=v2&px=999 "Screenshot 2024-08-09 at 16.51.04.png")![Screenshot 2024-08-09 at 16.51.40.png](https://community.atlassian.com/t5/image/serverpage/image-id/340931i6E47D5FC7AA6BC4F/image-size/large?v=v2&px=999 "Screenshot 2024-08-09 at 16.51.40.png")

<https://community.atlassian.com/t5/Jira-Service-Management/Changing-Default-Project-Language-in-Jira-Service-Desk/qaq-p/1386384>


Answers:
author: Lisa Forstberg
body: Hi [@Andrew Lo](/t5/user/viewprofilepage/user-id/5564610) ,

Welcome to the community!

Interesting that it defaults to Japanese. What is the default language of the site as a whole? Found here: <https://YOUR> SITE.atlassian.net/jira/settings/system/general-configuration

If that is Japanese I think is logical that all newly created projects is in Japanese, but if not I think you probably should contact Atlassian support to try to get to the bottom with what is causing it. Even though you can manually change it afterwards its a bit tedious.

all the best

Lisa

comments: author: Andrew Lo
body: Thanks [@Lisa Forstberg](/t5/user/viewprofilepage/user-id/5101516) !   
![Screenshot 2024-08-12 at 9.29.05.png](https://community.atlassian.com/t5/image/serverpage/image-id/341129iAC8EEE7E9D40A675/image-size/large?v=v2&px=999 "Screenshot 2024-08-12 at 9.29.05.png")It does look like our default language is Japanese.   
But when creating any other project such as a Jira Product Discovery or Jira Software Project it doesn't default to Japanese.   

So quite a puzzling user experience!   
I have reached Atlassian support as well but appreciate your response.


author: Lisa Forstberg
body: Keep us posted, there must be some logic to it, and many others may run into the same.

/L


Tags: cloud

jira-service-management

jira-service-management-cloud
Variable fields in the portal
Asked by Jens Prokoph:

is it possible in the portal to make fields dependent on each other and to show and hide them. Example: I have a field which is answered with "yes" or "no". If the answer is "yes", a field 3 is displayed and if the answer is "no", nothing happens and the process continues. Can this be stored somewhere?


Answers:
author: Michel Neeser
body: Hi [@Jens Prokoph](/t5/user/viewprofilepage/user-id/5564635) and welcome!

You can use the "Forms" feature in Jira Service Management to conditionally show and hide fields. More information on this feature can be found [here](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-forms/).

Hope this helps!

comments: author: Jens Prokoph
body: but is it possible to realize this in Forms, that fields can be hidden or are hidden until a selection is made and only then are they shown?


author: Michel Neeser
body: [@Jens Prokoph](/t5/user/viewprofilepage/user-id/5564635) Yes, this can be realised in Forms. Please have a look at [this link](https://confluence.atlassian.com/jirakb/using-conditional-logic-with-forms-1167693620.html) (as already provided by [@Ingo Volkhausen](/t5/user/viewprofilepage/user-id/1215887)).


author: Ingo Volkhausen
body: Hi Jens,

yes, that can be easily be done as already described by Michel.

A little tutorial how to deal with conditions can be found here:  

[Using conditional logic with Forms \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/using-conditional-logic-with-forms-1167693620.html)


author: Jens Prokoph
body: this should be another selection field for the user

comments: author: Jakub Koc
body: If you need more input can't you just add a form to fill out?  

Either attach it to request type or make automation send it when transitioned to desired status.


author: Jens Prokoph
body: that would be a solution, but I find it more attractive to do an example that is only stored on 2 levels via a kind of fade-out:

Like:

Do you like ice? Yes/No

Field 3 if the answer is yes: what kind of ice cream


author: Jakub Koc
body: Yes, basically you would have to create a form with sections that should look like this:  

Field 1 as condition to be able to view section

\[New section here\] set to be seen conditionaly if Field 1 is selected as 'Yes'  

\[Section 2\] Always visible with some more fields


author: Jakub Koc
body: Quick question, does that field 3 need to just be displayed or would you need customer sto fill it in later?


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer can't received invited email
Asked by Wayne Yang:

I sent Invited email for customer, but customer can't received invited email

and help center don't have reset password.![?? 2024-08-09 ??3.32.26.png](/t5/image/serverpage/image-id/340915i33293F9E358064F1/image-size/large?v=v2&px=999 "?? 2024-08-09 ??3.32.26.png")

![?? 2024-08-09 ??3.31.01.png](/t5/image/serverpage/image-id/340914i6C602628E77B8A4E/image-size/large?v=v2&px=999 "?? 2024-08-09 ??3.31.01.png")


Answers:
author: Rishabh Jhawar
body: Hi,

Did you check for:

1. Customer Notification

![temp jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/340942i6C38AC9A21FBBB96/image-size/large?v=v2&px=999 "temp jira.png")

2. Is the invitation emails blocked by recipient's organization email spam filters?


author: John Funk
body: Hi Wayne,

You can open a support ticket with Atlassian and have them check their Suppression list to see if the email address is on it.

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


author: YY Brother
body: Hi [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697)

Do you add customers to Portal through People in JSM project setting? If so, but no email sent to customers, please check the customer notificaiton in project setting.

Hope it helps.

Thanks \& Regards,

YY?? Atlassian Solution Consultant

[?????](https://www.cloze.world/)

????????????????????????????????


Tags: cloud

jira-service-management

jira-service-management-cloud
Compatibility of Atlassian Products with SuSE Linux After CentOS EOL
Asked by ???:

Hello,

We are currently using CentOS for our Atlassian products, but CentOS is reaching its End of Life (EOL). We are considering migrating to SuSE Linux Enterprise Server (SLES) or openSUSE Leap as our new operating system.

Can anyone provide information or insights into the compatibility of Atlassian products (such as Jira, Confluence, etc.) with SuSE Linux Enterprise Server or openSUSE Leap? Are there any known issues or additional considerations we should be aware of?

Thank you!


Answers:
author: Ingo Volkhausen
body: Dear [???](https://community.atlassian.com/t5/user/viewprofilepage/user-id/5403711)

the latest documentation here may be a guide for datacenter version:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/340907i2D6F18E28E967525/image-size/large?v=v2&px=999 "image.png")  

[Installing Jira applications on Linux \| Administering Jira applications Data Center 9.17 \| Atlassian Documentation](https://confluence.atlassian.com/adminjiraserver/installing-jira-applications-on-linux-938846841.html)

the supported platforms I found here:  

[Supported platforms \| Administering Jira applications Data Center 9.17 \| Atlassian Documentation](https://confluence.atlassian.com/adminjiraserver/supported-platforms-938846830.html)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to set default value for a dropdown field without reconfiguring context options
Asked by Alex Barker:

We have a global "assigned team" field that has options which are the same across ALL projects. However, the default value of this field should be different across projects.

I ran into these problems when trying to accomplish this:

* Using field contexts mean that the options need to be manually copied (no doubt will break something) for each different default value we want.
* Using automation means that the field isn't filled out when the issue is created.
* Default value on request forms is for service projects ONLY, we want to use this on software projects too.

Is there a way to set the default value without the problems listed above?


Answers:
author: John Funk
body: Hi Alex,

What if you hid the field in your form for that project (leave it on the Create screen and Edit/View screen) and put the default value in there? The user would not see it at create time, but immediately when it is created it should be seen.


author: Hans Polder
body: [@Alex Barker](/t5/user/viewprofilepage/user-id/5370135) ,

I think Automation is your best bet in this case. What are your objections to having to wait a couple seconds after creation until the field is filled? This should not take much longer than that.

comments: author: Alex Barker
body: Yeah, automation is what I currently have set up and it's not too bad.  

It's only a problem when users are filling out the field initially, since the default will not be there until after submission. Just a bit confusing for users is all, would be nice to have it filled out by default and then users can select a non-default value if applicable.  

Thanks


author: Hans Polder
body: Hey Alex,

I would remove the field from the CREATE screen(s) in that case. If you only have it present on the EDIT/VIEW screens, it will be editable by Automation, but not be able to set during creation by users.


Tags: cloud

custom-field

jira-cloud

jira-service-management

jira-service-management-cloud
Is it possible to setup Assist for approvals without needing two Teams per project?
Asked by Mike Lazarus:

We want to use Assist for approvals via MS Teams for several projects. We don't need the Support and Agent channels. So, I have the following questions:

1. Will approvals work without those channels?
2. What about if Assist gets removed from them later?
3. If they are needed, Can they be in different channels in the same Team? It seems only to use the General channel in the Teams, meaning that every project needs two teams, which is a bit messy.


Answers:
author: Fabian Lim
body: Hi [@Mike Lazarus](/t5/user/viewprofilepage/user-id/5135020)

I would use automation to send a channel notification about the ticket to the specific channel. Then whoever is in the channel can go to the ticket and approve it. The only issue with this is that you will be asked to go through the url to approve.

The other option, is why don't you keep it simple and use the email approvals?

Regards,

Fabian


Tags: addon-microsoft-teams

approver

assist

cloud

jira-service-management

jira-service-management-cloud

ms-teams
SLA's not linked to priority?
Asked by Bim Lloyd:

I'm sure that I'm misunderstanding something, but changing the priority of an issue doesn't seem to be changing the Time to Resolution SLA that I have configured. What am I doing wrong?

![sla1.png](/t5/image/serverpage/image-id/340873iD795566C23402004/image-size/large?v=v2&px=999 "sla1.png")![sla2.png](/t5/image/serverpage/image-id/340874i21BFC0377436775E/image-size/large?v=v2&px=999 "sla2.png")


Answers:
author: Mark Higgins
body: Hi [@Bim Lloyd](/t5/user/viewprofilepage/user-id/5555750)

You appear to have status = Done as the query, which you should replace with something like:

"Ticket category" = "Incidents"

The SLA would not get past Status = Done, until the ticket was closed, and by then its too late.

![Screenshot 2024-08-09 102919.png](https://community.atlassian.com/t5/image/serverpage/image-id/340876i0F9F69F6B487E630/image-size/large?v=v2&px=999 "Screenshot 2024-08-09 102919.png")

Most people have a second set for 'Ticket category" = "Service Requests" so that the Time to resolution can be different for Incidents and Service Requests.

Pls let me know if that's clear?

Cheers

Mark

comments: author: Bim Lloyd
body: [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340) Ahhh yes, that was it! I knew I was missing something obvious. Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Can a user with role customer do the approvals from Teams?
Asked by Mike Lazarus:

We need users' managers to approve some requests, and we want to speed up that process by having the managers approve them via MS Teams. The users and their managers are Customers in JSM. However, after spending 12 months convincing our cyber and data gov teams to allow the Assist plugin for our support staff in Teams, it seems this only works if the approvers have already installed Assist in their Teams account.

Is this true?

I couldn't find anything in the Jira kb that states this.


Answers:
author: Mark Higgins
body: Hi [@Mike Lazarus](/t5/user/viewprofilepage/user-id/5135020)

Welcome to the community.

I just watched this,

<https://www.youtube.com/watch?v=ahZ7D5rL47I>

and yes, it does appear that you need Assist installed.

Mark

comments: author: Mike Lazarus
body: I've seen that vid and it wasn't that clear... but pretty sure now that they need Assist installed. Thanks.  

I wish the video went into detail about what you can do in one of the three that you can't do in the others. There is so much overlap, but any one isn't enough.


Tags: addon-microsoft-teams

approver

assist

chat

cloud

jira-service-management

jira-service-management-cloud
Approval Step workflow with two thresholds
Asked by AB:

We are looking to set up an approval workflow that can have two different thresholds that can transition the ticket to approved.

**Desired State:**

A form is filled out with a multi choice dropdown that allows for multiple departments to be selected. Those departments should be mapped to a custom department field. Each department in the custom department field should be reviewed by an automation and then add a designated group to the approver groups field.

If 1 person from group A approves the ticket it should transition to approved. Otherwise 1 person from group b and 1 person from group c should have to approve the ticket for it to transition. A possible 12 different groups are in play so we need to be able to map a response from the department field in the form to a group in jira.

**Current State:**

We have the form set up to link to a custom field but are unable to figure out how to build the automation to append each department approver group to the approver groups field. So far we can only get it to replace the current value instead of append.

Not sure how to go about having the two different thresholds for approval or if it is even possible. Any help would be appreciated.


Answers:
author: Mark Higgins
body: Hi [@AB](/t5/user/viewprofilepage/user-id/4404339)

Do you have Assets?

We've implemented such a structure using Assets / Automation rules and an updated workflow, hence that's how we solve this type of enhancement.

If you have Assets, I can show you what we've done.

Regards

Mark

comments: author: AB
body: We don't use assets within jira currently. This process is being built out for exception management.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to lock the summary field after a ticket has been created?
Asked by Jeremy_Rampe:

I have noticed that if our agent's change the summary of a ticket it essentially breaks the old email notifications, preventing customers from using those to reply back to their tickets.

Is it possible to lock the Summary field after a ticket has been created?


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@Jeremy_Rampe](/t5/user/viewprofilepage/user-id/4755278) ,

You have to remove the Summary field from the Edit issue screen in your screen scheme configuration.

This documentation can be helpful: <https://support.atlassian.com/jira-cloud-administration/docs/manage-screen-schemes/>

comments: author: Jeremy_Rampe
body: We have to remove it out right? there is no way to just lock it once it is populated with content?   

Ideally we would like to continue using it as having the short summary helps the agents stay on top of their tickets.

Just trying to avoid breaking JSM


author: Kate Pawlak _Appsvio_
body: You have to remove it but only from the Edit screen. So it will be still visible on the issue view but it won't be editable.


author: Bhanu
body: Hi [@Jeremy_Rampe](/t5/user/viewprofilepage/user-id/4755278)

It will not break anything. Removing the summary from the Edit / View Screens only disable the ability to edit it, it will still be shown on the tickets.


Tags: cloud

jira-service-management

jira-service-management-cloud
Canned Responses Report
Asked by Michelle Dooley:

Where/how can I run a report/data dump of all the canned responses in the system? The only way I can see them is in the modal and I need an easier way to see them all as part of a clean up effort. Anyone know how to get list of all canned responses out of the system?


Answers:
author: Dan Breyen
body: Hi [@Michelle Dooley](/t5/user/viewprofilepage/user-id/5564193) welcome to the community. At this time, I'm not aware of a way from the GUI to do that. I'm guessing you might be able to do that with the API, but I haven't tried that. There is a [Jira Ticket](https://jira.atlassian.com/browse/JSDSERVER-6605) created at Atlassian to add this to Jira Data Center, and I would contend it needs to be added to JSM Cloud as well.

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud