youngmon/atlassian-qna huggingface dataset:
Is there a way for some unlicensed customers to have read-only rights?
Asked by Krastan Ivanov:

Hi Community!   

I have a question, or I need to validate my assumption for the answer to my question. We have a service management project, where we have multiple customer organizations. The customers in the organizations are unlicensed.

One organization needs to have their team split into two, people who can raise tickets and people who can only read the already opened cases.

From what I read, it seems that different role permissions can be set only for licensed users. So is there any way to have unlicensed customers with create and view-only roles?  

I guess no, but I decided to ask anyway, maybe an expert can suggest a way to achieve this.


Answers:
author: Nikola Perisic
body: Hello [@Krastan Ivanov](/t5/user/viewprofilepage/user-id/4201412)

In JSM, there are two types of users:

* Customers - users who raise requests through portals or through the emails - license is not need for them
* Agents - users who can see these requests and actually work on resolving them - licenses are needed for these users

Customers can only create requests,not issues like agents.


Tags: cloud

jira-service-management

jira-service-management-cloud
Why a customer can not share a ticket with specific people, just with customer orgs she is in?
Asked by Vera Valshonok:

Hi!

I have a customer in a project , she is in a couple of customer organizations in a project. She opened a ticket and needs to share it with specific people, but she does not have such option, its shown to her she can share it only with customer orgs she is in or with no one.

Other customer on the same project which was a part of other orgs was able to share her ticket with specific people.

How can I fix it for the customer?


Answers:
author: Shikha Verma
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542), Please check the permission settings for a Customer. Check **"Who can customers share requests with?" and**Change the setting to **"Any customer or organization."**   
- Also, check the **Global Permissions.**  
- Review the settings for the organizations the customer is part of and ensure they are correctly configured.  
- Check the Customer's Access Level: Make sure both customers have the same access level and roles within the project and organizations.  
- If the issue isn't resolved, please reach out to Jira Support for further investigation.

comments: author: Vera Valshonok
body: Hi! Thanks a lot for a broad answer. Where should I look for/check these: Review the settings for the organizations the customer is part of and ensure they are correctly configured.  
- Check the Customer's Access Level: Make sure both customers have the same access level and roles within the project and organizations?


author: Shikha Verma
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)   
- To check a Customer's Access Level, Go to **Project Settings** \> **People**. Ensure that both customers have the correct role.  
- Review the settings for the organizations. Go to **Jira Administration** \> **System** \> **Global permissions**. Ensure that customers have the necessary permissions.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there any certification for data center og are all for cloud?
Asked by Guro:

I like to take certification i Jira Service management and Confluence for Data Center version not cloud.

Is there any certification covering that?


Answers:
author: Nikola Perisic
body: Hello [@Guro](/t5/user/viewprofilepage/user-id/4481699)

Before the certification, I'd suggest to get through these courses: <https://university.atlassian.com/student/catalog/list?search=data+center>

Then ACP-100 and ACP-610. Those are for the data center.

comments: author: Guro
body: Hi,

I have already completed the courses and taken certifications. I planned to take the certification for Confluence Data center/server, but then it expired.

So I am looking for certification for both Confluence and Jira Service management on Data Center.


Tags: certification

confluence

data-center

jira-service-management

jira-service-management-data-center
Confluence PDF Generation access denied error
Asked by Ryan Fung:

Hi

When I try to export a Confluence page in a PDF format, I get a non-compliance Access Denied message. The functionality was previously working.

Does anyone know what might be causing the problem?


Answers:
author: abuislam
body: The 'Access Denied' error could be due to changes in permissions or restrictions on your Confluence instance. Double-check if any recent updates or changes might have affected your access rights. Also, ensure your user role has the necessary permissions for PDF exports. If the issue persists, contacting your Confluence admin or support might help resolve it.

comments: author: Ryan Fung
body: Thank you for the above! I will check this with the IT Support team.


Tags: cloud

jira-service-management

jira-service-management-cloud
Email processing question
Asked by Stefan Stadler:

Hi team,

I have realized, that in some cases emails are expected to create new tickets in our ServiceDesk configuration, but instead are getting mapped to existing tickets.

Apparently, this seems to be related to some kind of ID, which is stored in the mail. If a user edits a mail and sends it as a new one, this ID seems to be used as well and forces Jira to add the mail to the old issue instead of creating a new one.

Unfortunately, this behavior is not really matching with our employees daily routine, Many of them use templates for sending mails and this causes the mails to be added to old tickets and therefore not being recognized.

Is there a way to disable the processing by ID and only rely on the issue key being present in the subject?

Thanks!

Stefan


Answers:
author: Andrea R?kosfalvy
body: Hi Stefan,  

I was able to find the following Jira article on the topic: <https://confluence.atlassian.com/jirakb/the-jira-or-service-management-mail-handler-added-a-comment-to-an-existing-ticket-instead-of-creating-a-new-ticket-from-an-email-1115156264.html>

It looks like there is no safe and supported way to turn off this kind of lookup in the Jira hander at this time.

If you would consider using an addon, our [Email This Issue](https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=datacenter&tab=overview) application's mail handler does support three separate lookup types:

* issue key in the subject
* message ID in the References or In-Reply-To header is known and associated with an existing issue
* JQL search based on the email content

On DC each can be turned on and off individually (on Cloud issue key in subject lookup is always enabled but the other two are optional).

Please know that I am part of the Email This Issue support team :)

Best Regards,  
Andrea


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
customize issue type and request type
Asked by Maahshid Vaziri:

Hello everyone, hope you are doing well.

I want to create a project in Jira Service Management based on the SLA established between two departments in my organization. According to this agreement, the Operations department has identified 12 types of issues that will be addressed by different product units (we have 4 to 5 product units). Each of these 12 issues has 3 levels of priority. With this in mind, I thought about writing request types based on product groups and defining the 12 issues according to which product group they belong to as issue types. Additionally, I would like to add a priority field to these issues and define different screens and schemes for each issue type. Is this feasible? Do you have any guidance on how I can accomplish this?


Answers:
author: Mark Higgins
body: Hi [@Maahshid Vaziri](/t5/user/viewprofilepage/user-id/4975727)

I'm just going to unpick your requirement a little.

Single Project.

12 'Types of Issues' - does that mean 12 different Request Types?

Each 'of these 12 issues' has 3 levels of priority.

So, are these Priority's different for each Issue (as that would be unusual as priority are set for a project.

Could you provide a few examples of how you see this working?

Cheers

Mark


Tags: issue-type

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

project

request-type

screen-scheme
Handling Special Characters in JSON Webhook Requests in Jira Service Management
Asked by nitsarut:

Hello, I using Jira Service Management for ticket creation and have set up a webhook to filter statuses such as "approved" and "closed."  
The webhook sends this data to global Automation. I've created a rule called send-request-HighPriv which uses the components Incoming webhook and Send web request. It uses the HTTP method POST with a custom body where Jira transforms the data into JSON. Here's an example of the JSON: { "summary": "{{webhookData.issue.fields.summary}}" } I checked the audit log, but I received an error related to special characters. The error message was: Failed to parse the request body as JSON: expected \`,\` or \`}\` at line 2 column 34. After investigating, I found that the issue is due to special characters or quotation marks ("") in the summary field, which caused the error. Do you have any recommendations on how to handle this?


Answers:
author: Adolfo Casari
body: Try {{webhookData.issue.fields.summary.jsonEncode}}


Tags: cloud

jira-service-management

jira-service-management-cloud
Get field value from non-active issue
Asked by Ryan Schamp:

I'm writing a global automation that sends email when an issue is deployed.

Issue Trigger: Deployment Successful

Action: Send email

What I'm struggling with is the email distribution. We reserve the first issue in each project for the project charter. So XXX-1 is always the charter. The charter has custom fields for Business Analyst, Project Manager, etc. I want to send emails to the BA, PM and QA folks when the deployment is successful but smart values only act on the active issue, which would be like XXX-52.

So I want to pull the user from a custom field in another issue, in the same project as the active issue. Is that possible?


Answers:
author: Bill Sheboy
body: Hi [@Ryan Schamp](/t5/user/viewprofilepage/user-id/505072)

Probably "yes", and...

As you are using a global scope, automation rule it can branch to any issue. You just need to identify that charter issue you mention and the data could then be used in your communications.

I am not using the Deployment Successful trigger at this time, and so cannot test this. I recommend testing to learn which of the returned information could help: <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-development/>

And I seem to recall this one triggers for each issue, and so that may be your answer if the charter issue is part of the set: add a condition to detect the charter before emailing.

Kind regards,  
Bill

comments: author: Bill Sheboy
body: Hi [@Ryan Schamp](/t5/user/viewprofilepage/user-id/505072)

Just following up to check if this answered your question. If so, please consider marking this one as "answered". That will help others with a similar need find solutions faster. If not, please let the community know what help you need with the rule changes.

Thanks!
Cannot mention user in Asset object comment
Asked by Thuan_ Do Dang:

Hi everybody,

Do you know why we cannot mention Jira user in Asset Object activity comment?

![Asset activity comment.png](https://community.atlassian.com/t5/image/serverpage/image-id/286088i96E76B93C3A9B59F/image-size/large?v=v2&px=999 "Asset activity comment.png")


Answers:
author: Salzi
body: hi [@Thuan_ Do Dang](/t5/user/viewprofilepage/user-id/4609546) ,

I'm pretty sure that's not possible in cloud. But I didn't find a feature request for this at [Atlassian](https://jira.atlassian.com/browse/JSDCLOUD-13172?filter=98705&jql=project%20%3D%20JSDCLOUD) either.  

<br />

Maybe you need to create one. But don't expect this to be implemented quickly.


Tags: insight

jira-service-management-cloud
How to create an automation rule to update an epic's status?
Asked by Chris Arbuckle:

I want to create an automation rule that updates the status of an epic to from "To Do" to "In Progress" when a story is manually changed to "In Progress".

I created a filter that identifies epics that need to be updated:

project = "Enterprise Content Management" AND issuetype = epic AND status = "To Do" AND issueFunction in linkedIssuesOf("status = 'In Progress'", "has epic") AND key = ECM-8311

What do I select for the workflow and expression to change the epic status?![2023-10-12_14h31_55.png](https://community.atlassian.com/t5/image/serverpage/image-id/286031iEB6C646AE3C1A892/image-size/large?v=v2&px=999 "2023-10-12_14h31_55.png")


Answers:
author: Colton_Kosicek
body: not sure what version of automation you are using but this is the simple version i created on jira cloud

![automation for parent.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/286035i27DE6E6CFB49811B/image-size/large?v=v2&px=999 "automation for parent.JPG")

comments: author: Chris Arbuckle
body: My company uses JIRA Server 8.2 not JIRA Cloud


author: Boldizs?r Vermes
body: [@Chris Arbuckle](/t5/user/viewprofilepage/user-id/5339706), this is Jira Cloud too, but here is how I set the Epic Status field:

![msedge_iu4VMst79u.png](https://community.atlassian.com/t5/image/serverpage/image-id/286473i30A5461A0F6C6E02/image-size/large?v=v2&px=999 "msedge_iu4VMst79u.png")


Tags: atl-gruland
Changing Swimlanes based on the due date
Asked by Nikhil Sanampudi:

Hi Team,

I have created an automation to assign the due dates to an issue automatically based on the priority once an issue is created.

But now I am looking a way to automate the process of changing the issue swimlane based on the due date. Idea is to change the swimlane once the due date is passed.


Answers:
author: Bill Sheboy
body: Hi [@Nikhil Sanampudi](/t5/user/viewprofilepage/user-id/5266606)

Just following up to check if you solved this by modifying the rule, or if you needed other assistance.

If this not solved, please post an image of your complete automation rule, images of any relevant actions / conditions / branches, an image of the audit log details showing the rule execution, and explain what is not working as expected. Those will provide context for the community to offer ideas. Thanks!

Kind regards,  
Bill


author: Tim C
body: Hi [@Nikhil Sanampudi](/t5/user/viewprofilepage/user-id/5266606)

Yeah, you can easily do this with something like the following example ....

![Screenshot 2023-10-12 171014.png](https://community.atlassian.com/t5/image/serverpage/image-id/285998iBBB777541D71EAB7/image-size/large?v=v2&px=999 "Screenshot 2023-10-12 171014.png")

I often colour-code the cards in a similar fashion based on how late the get.

You could have multiple swimlanes based on how late they are ...

duedate \< startofDay(-5d)

However, remember swimlanes will need to be order of longest to newest to prevent them always matching against the first item.

I hope this makes sense.

comments: author: Nikhil Sanampudi
body: Is it also same for the columns?


author: Tim C
body: Columns are based on the current "status" of the ticket.

You could create a status called "Late" and automatically move tickets to that status when the curent date has gone past the due date. However, that's probably not good working practice and gives a problem of where does the ticket go if/when the due date gets updated to be another date in the future.

Swimlanes would definitely be my recommended approach (and probably colour coding cards based on lateness too).
Customize child case field in automation
Asked by skuo:

I have an automation that creates a new/child ticket based on a status transition. I'd like to concatenate a hardcoded string and the triggering case summary field together. However, the options available don't seem to support that. I'm wondering if there's a work around.  
Ex:  
Triggering ticket summary is: Test A  
New ticket summary should be: Discovery - Test A


Answers:
author: Bill Sheboy
body: Hi [@skuo](/t5/user/viewprofilepage/user-id/4572071)

Please try this to concatenate the values:

```
Discovery? - {{triggerIssue.summary}}
```

Kind regards,  
Bill

comments: author: skuo
body: That worked perfectly. Thanks, Bill!


author: Aaron Geister
body: [@skuo](/t5/user/viewprofilepage/user-id/4572071)   

Can you get me a screen shot of the automation?   

In the mean time I did find this article that was in the community that mentions [concatenate of summary](https://community.atlassian.com/t5/Jira-Service-Management/how-to-concatenate-values-from-different-fields-in-summary/qaq-p/2069300). They talk about approvers field in here but you should be able to use ["Smart Values"](https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/) and other fields to help achieve this.  

Once I see the automation I might be able to help more. I am visual person so this might help me see where I would insert the smart values.  

I hope this helps find an answer.   

Respectfully,   

Aaron


author: skuo
body: ![Screenshot 2023-10-12 at 9.56.52 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/286004i40EDE216DB6A62AD/image-size/large?v=v2&px=999 "Screenshot 2023-10-12 at 9.56.52 AM.png")

comments: author: Aaron Geister
body: In the summary field you can use the Discovery - {{smart-value}} which could pull the data from a custom field or calculation etc.   

Do you have a field that would be able to use for the data to concatenate a hard coded string from?   

I also believe you can use a string value from a smart value and have it calculate to go up if you wanted to use a Discovery - 1, next issue \> Discovery - 2 etc. You could use the key of the issue to make sure the number string goes up.  

Look in the list of smart values that I shared with you and that should get you the answer. I am looking to see if I can use a smart value formula to share with you in the mean time.
Is it possible to create an automation rule that transition all child issues ?
Asked by Benoit Proc?s:

Hello Everyone !

After more than a year using JIRA for our Delivery we would like to improve our Workflow by adding new status. On of this status is "Cancel".

this is the rule I would like to have ;

When the issues is moved to "Cancel",

All child issue that are not in "Done" also move to cancel

Is it something possible ? I'm trying via the automation rules but I only find solution that allow the automatic update of a parent issue when all the child are in a specific status.

Many thanks upfront for your help !


Answers:
author: Tim C
body: Hi [@Benoit Proc?s](/t5/user/viewprofilepage/user-id/5339475)

Yeah, it's possible and fairly easy - here's a similar rule for auto-closing sub-tasks (see below).

You'll just need same by updated for transition to "cancelled" and if check if status not equal cancelled for the sub-tasks.

![Screenshot 2023-10-12 151343.png](https://community.atlassian.com/t5/image/serverpage/image-id/285949iB0D9612305B9906F/image-size/large?v=v2&px=999 "Screenshot 2023-10-12 151343.png")

Similar approach would work for cancelling "Epics" and synchronising child items. Although may need to JQL for the branch (e.g. "epic link" = {{issue.key}} to find children of the Epic).

Obviously, the workflows for all of the associated issuetypes need to include a "cancel" status for this automated transition to work.

I hope this helps.

comments: author: Benoit Proc?s
body: Hey Tim,

Quick, clear, and working ! thanks a lot for your support !
Automating Active Directory tasks
Asked by Nicholas Head:

Hi there,

Hope everyone reading is having a blast.

I have been searching high and low to try see if this has been done before.

Bit of background I previously used to use fresh works where I could use there built in orchestration to control objects in AD, AzureAD and 365. Effectively these connected into Microsofts platform and either ran Powershell or graph.

Ive been looking at several ways to do this if that be send a web request to something to that could recieve values and put them into PS Variables or if i can use script runner to pass values out into a PS Script?

Anyone had much luck with this - I personally like Powershell to manage my Microsoft Environment but am happy to broaden my horizons to other options if they will solve.

Best

Nick


Answers:
author: Ed Letifov _TechTime - New Zealand_
body: Hello, [@Nicholas Head](/t5/user/viewprofilepage/user-id/5337498)

Not sure if you are in the Cloud, but perhaps look at this one: [https://marketplace.atlassian.com/apps/1224807/access-security-automation-for-jira-okta-azure-ad-sso?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1224807/access-security-automation-for-jira-okta-azure-ad-sso?hosting=cloud&tab=overview)


Tags: groovy

script

scriptrunner
Not able to add more projects as scope in the Rule Details
Asked by Carbajal, Johann (J.):

Hello, I'd like to know how to add more projects to be involved in an automation I'm creating.  
"Only issues from the above projects will be considered. You can change this restriction in the 'Rule details' section." is the message I get and once I go to "Rule Details" I don't see any option to add more projects as SCOPE.  
![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/285004iDFD1F05B5F8555E9/image-size/large?v=v2&px=999 "Capture.PNG")


Answers:
author: Mikael Sandberg
body: Hi [@Carbajal, Johann (J.)](/t5/user/viewprofilepage/user-id/5334932),

Welcome to Atlassian Community!

The scope can only be changed if you are a Jira admin and it is done from Global administration.
I have a use case requested when a version status is Done set release date
Asked by Brian Taylor:

When a version status is Done and set the release date.

![Screenshot_2023-10-06_at_9_44_25?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/284955i73563783E5C97E61/image-size/large?v=v2&px=999 "Screenshot_2023-10-06_at_9_44_25?AM.png")


Answers:
author: Bill Sheboy
body: Hi [@Brian Taylor](/t5/user/viewprofilepage/user-id/594677)

There is no automation rule action to update a version, but there is a trigger to detect an update.

Have you tried to do something like this...

* trigger: version updated
* advanced compare condition: use the change log to determine if the released attribute changed to true
* advanced compare condition: to check if the release date is empty
* action: send a web request to set the release date with a REST API function: <https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-project-versions/#api-rest-api-3-version-id-put>

Kind regards,  
Bill

comments: author: Brian Taylor
body: Do you happen to have an example of this automation that I can use?


author: Bill Sheboy
body: I do not have an example, although I provided the steps for the entire rule above, including the specific REST API function to call.

Using automation rules requires learning and experimentation, and so I encourage you to try to create the rule. And if you run into problems, post images of your rule and the audit log details, and describe what is not working as you expect.

Here are some additional references to get you started on creating your rule:

Overview of automation rules: <https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

Using the Change Log in a rule: <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--changelog-->

Calling a REST API function from a rule: <https://community.atlassian.com/t5/Jira-articles/Automation-for-Jira-Send-web-request-using-Jira-REST-API/ba-p/1443828>


author: Bill Sheboy
body: Hi [@Brian Taylor](/t5/user/viewprofilepage/user-id/594677)

Just following up to check if this answered your question. If so, please consider marking this one as "answered". That will help others with a similar need find solutions faster. If not, please let the community know what help you need with the rule changes.

Thanks!