youngmon/atlassian-qna huggingface dataset:
License too Old for Build Error
Asked by Billy Hallam:

### Recieving this error in Crowd and not able to manage directories in other apps. The SEN is SEN-15269172, and it's not out of date, and the number of users are under 50 . {#toc-hId-1172085458}

### License Too Old For Build error {#toc-hId--635369005}

TimeLevelDescriptionException

|---------------------|-------|--------------------------------------------------------------------------------------------------------------------------------------------------------|
| 2020-08-06 16:22:39 | fatal | Please go [here](http://winsvr13/crowd/console/license!execute.action) to update your license if you have not already done so, and then restart Crowd. |


Answers:
author: Nic Brough -Adaptavist-
body: The SEN is of no use to us at the Community, we don't have access to the licencing systems (well, some of us have some access, but it's limited to people we have a formal working relationship with as a partner of some sort. And there are Atlassians here).

However, there are two separate things here and I suspect this is the root of the problem. The licence exists in two places - Atlassian's licence provisioning system, and on your Server.

My guess is that the licence on the Atlassian side is indeed in-date. But the licence installed in your Crowd is an old one.

When you renewed your Crowd licence (to keep it in-date), did you copy the key from your Atlassian account and paste it into your Crowd server?

(Mildly annoying nowadays, given that things like Steam, 'phone OSs, IoT devices and so-on, all seem to handle "call up a licencing service" automatically when they have internet access. I'm not sure why Atlassian are so behind there)
Can the Crowd Login screen be customised?
Asked by Application Services:

The login screen on Crowd 4.0 ('Atlassian - Hello there') looks different to Crowd 2.11 ('Log in to Crowd Console'). Is this what comes with the upgrade or was my Login screen customised. If yes, which file is it?

I use Delegated Authentication Directory to authenticate with the application.


Answers:
author: Marcin Kempa
body: Hi [@Application Services](/t5/user/viewprofilepage/user-id/884214)

I am happy to share with you that Crowd 4.2 that was recently released has build in feature for login page customization. You can read further about this here <https://confluence.atlassian.com/crowd/crowd-4-2-release-notes-1019381976.html>

Hope that helps,

Marcin Kempa
Importing users from Jira!
Asked by Michael Krasilynets:

Hi everyone! I'm trying to import users from Jira server but getting an error:  

**java.lang.NullPointerException: credential argument cannot have null value**   

At the same time, I can import users from confluence without any problem.  
Please help!


Answers:
author: Alexander
body: Any solution ?


author: Jack Brickey
body: [@Michael Krasilynets](/t5/user/viewprofilepage/user-id/1876069) , I'm going thru some old posts trying to clean up unanswered questions. Can you tell me if this was resolved?
How to set up required field that are in a transition screen JSM DC
Asked by Adrien Riccardo:

Hello , i have tried to make some field required for one of my project but it seems to doesnt work and idk why.

So the field are in a transtion screen and i'm using validator " field required " to set up this config.![image 3.png](/t5/image/serverpage/image-id/347682i3C69CA36C1878780/image-size/large?v=v2&px=999 "image 3.png")![image 2.png](/t5/image/serverpage/image-id/347684i14A6FCD2455D9608/image-size/large?v=v2&px=999 "image 2.png")![image.png](/t5/image/serverpage/image-id/347683iB81F331A2F289E75/image-size/large?v=v2&px=999 "image.png")


Answers:
author: C?dric Daemen
body: Hello Adrien,

I've been able to help you by teams and I'll post the solution for other users with this problem.

The investigating status had an 'approval' and therefore in its properties 'approval.transition.approved' which overrode the 'implement' transition. We therefore need to override this property, so the ticket remains in the 'investigating' status and then uses the 'implement' transition in which the validators are located.


author: Manoj Gangwar
body: Hi [@Adrien Riccardo](/t5/user/viewprofilepage/user-id/5432881)

Please check if the workflow has been published after adding the validator.


Tags: data-center

jira-service-management

jira-service-management-data-center
Customer Portal - request type - display description auto expand
Asked by Tobias Schmidt - AER Technik Holding GmbH:

Hi,

I'd like for customers to see the full description by default instead of having to click on "show more" for each field. Is there some hidden option for this?

![image.png](/t5/image/serverpage/image-id/347674i611A82A0E53703BF/image-size/large?v=v2&px=999 "image.png")

![image.png](/t5/image/serverpage/image-id/347675i8C92089448174E30/image-size/large?v=v2&px=999 "image.png")

Best Regards, Tobias


Answers:
author: Dan Breyen
body: Hi [@Tobias Schmidt - AER Technik Holding GmbH](/t5/user/viewprofilepage/user-id/5594210) welcome to the community. As I understand it, there isn't a way to change that behavior. I found two tickets on Atlassian's Jira site to change this behavior. If this is your issue, feel free to vote for and watch them for updates.

[JSDCLOUD-9024](https://jira.atlassian.com/browse/JSDCLOUD-9024) [JSDCLOUD-10058](https://jira.atlassian.com/browse/JSDCLOUD-10058)

comments: author: Tobias Schmidt - AER Technik Holding GmbH
body: Not exactly the same as linked issues refer post issue creation. My question is about the creation process itself.

Nonetheless I believe that this option doesn't exist sadly and raising a feature request feels pointless when those above mentioned issues exist for years already.

Thanks for the attempt!


Tags: cloud

jira-service-management

jira-service-management-cloud
Operations - Alert and Incident linking
Asked by Csaba Vertessy:

Hello,

We just moved our Opsgenie operations to Jira SM.

We have some rules to create Incident based on some conditions and link the Alert to the Incident.

The link is created ("is escalated") and is visible on the Alert itself, but missing on the Incident.

What do I miss here?

![image.png](/t5/image/serverpage/image-id/347666i3123CB9A1109C72E/image-size/large?v=v2&px=999 "image.png")![image.png](/t5/image/serverpage/image-id/347667i39E34724FBA704C4/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Dacian Voicu _WoiQ_
body: hello Cszba,

did you checked this:

**Jira SM Configuration**: Ensure that the appropriate field or section that should display linked alerts is included in the Incident screen configuration. Sometimes, the related links or fields might not be added by default to the view on an Incident issue type.

**Permission Settings**: Check if there are any permission restrictions. Sometimes the visibility of linked data between incidents and alerts is impacted by permission settings. Ensure that the user roles have access to view these links on the Incident side.

**Custom Field Mapping**: Make sure that the custom fields are properly mapped between Opsgenie and Jira Service Management for alerts and incidents. Sometimes a field that holds the escalation data might not be mapped or added to the Incident issue type layout.

**Automation Rules**: If you are using automation rules to link the Alert to the Incident, make sure the rule is set up to reflect that link both on the Alert and the Incident sides. You may want to review the rule configurations and ensure that the update action includes both directions.

**Opsgenie Integration Settings**: Double-check the integration settings between Opsgenie and Jira Service Management. There could be an integration setting that controls how these links are displayed in Jira SM. You can revisit the integration page in Opsgenie to make sure that incidents are properly linked to alerts in Jira SM.


Tags: alert

cloud

incident

issue-link

jira-service-management

jira-service-management-cloud
Conditional custom field using assets
Asked by sharos_pillai:

Hi, I want to setup something similar using Assets.

In my JSM request form, I have a drop-down list with 4 options.

When a user selects Option 4 from the drop down list, I want to show a new custom field (movement type) on the request form.

When users select Option 1 to 3, this custom field is not shown.

Can this be created using assets?

If yes, how can this be done?

Thanks

SP


Answers:
author: Natalya Ozhigova
body: Hi [@sharos_pillai](/t5/user/viewprofilepage/user-id/5276944)

You can use forms for this <https://support.atlassian.com/jira-service-management-cloud/docs/use-forms-in-jira-service-management/>

You can create any conditional logic with them. Assets is something different.

comments: author: sharos_pillai
body: Thanks [@Natalya Ozhigova](/t5/user/viewprofilepage/user-id/4460643) , the request has already been created without forms.

Therefore, I would like to use Assets to implement this conditional logic if it is possible.

Thanks

SP


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we set the other language/ email sender for automation
Asked by Anna Nguyen:

Hi everyone,

I have some inquiries about automation:

1. Can we set the second language for every email that sent out by automation

2. Can we change the email sender for email sent out via automation, instead of the default email of Jira

Thanks and Best Regards,


Answers:
author: Ashok Shembde
body: Hi [@Anna Nguyen](/t5/user/viewprofilepage/user-id/5592979)

You can integrate Jira with translation apps or external services like [https://marketplace.atlassian.com/apps/1219932/itsm-language-translation-for-jsm-translate-customer-request?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1219932/itsm-language-translation-for-jsm-translate-customer-request?hosting=cloud&tab=overview) emails into a second language before they are sent out.

comments: author: Anna Nguyen
body: Thanks [@Ashok Shembde](/t5/user/viewprofilepage/user-id/5289317)

So automation just sends out English version only, if we need to add on the second language, we have to pay

How about changing the sender email of automation, can we change it?


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a 'Product Admin' role in Jira Service Management? I cant see it...
Asked by Michael Peterson:

Looking to move Opsgenie to JSM and the guide says:  

How to manage users and roles  
Use **Atlassian Administration** to manage your teams' access to Jira Service Management and other cloud products.

Users with the **product admin** role in Jira Service Management can manage the product's settings, including operations, while Users can use the product without any admin permissions.

I am Org Admin for our Atlassian account but the only roles I can see for JSM within Atlassian Admin are:  
1. User (agent)  
2. User access admin  
3. Customer  
4. Stakeholder

So where is the product admin role??


Answers:
author: Kieren _SmolSoftware_
body: Hi [@Michael Peterson](/t5/user/viewprofilepage/user-id/5293196)

the Jira Admin role isn't specific to JSM, it's for all Jira products.

1. From [admin.Atlassian.com](http://admin.Atlassian.com)

2. navigate to the user you want to make Product Admin

3. Add a product access to the, and at the bottom of your product list, you'll see Jira Administration. Select that "product"

note that the user will be able to administer all jira products on that site.

Hope that helps

-Kieren

Co-founder @ Admin Automations \| Ex-Atlassian


author: Manoj Gangwar
body: Hi [@Michael Peterson](/t5/user/viewprofilepage/user-id/5293196) Welcome to the community!

Please refer to the below doc to create the custom roles in the project.

<https://support.atlassian.com/jira-service-management-cloud/docs/work-with-custom-roles/>

comments: author: Kieren _SmolSoftware_
body: I think he's after an admin protect role, not a custom role


Tags: cloud

jira-service-management

jira-service-management-cloud
Problem with Customer Portal and API
Asked by Santiago Fern?ndez:

Hello everyone, I am experiencing a rare error: when I create an issue in Jira Service Managment associated to a customer, this issue does not appear in his portal nor is he notified via email. What is the reason for this? It is of utmost importance since the issue ingestion process is handled 100% via api. Thank you very much!


Answers:
author: Joseph Chung Yin
body: [@Santiago Fern?ndez](/t5/user/viewprofilepage/user-id/5518196) -

Welcome to the community. One thing you can check is if the issue created via REST APIs has the proper Request Type association. If not, then it will not be visible in Portal UI.

Please provide more detailed information on your issue, so we can assist further.

Best, Joseph Chung Yin

comments: author: Santiago Fern?ndez
body: Hi Joseph, how are you? This works, but only if you manually set the Request Type from the Jira Console. I tried to set the RT via the API, but I couldn't. I also created a rule to automatically set the RT, but it didn't work either.


Tags: cloud

jira-service-management

jira-service-management-cloud
User picker field not listing all users synced to Atlassian
Asked by Michele Visser:

I have a JSM project where a small team will initiate issues from the portal. The form contains a user picker field, "Manger". It will only allow users listed in Project Settings/People, to be entered. I would like it to contain all users synced to Atlassian. Is that possible?

* Configure custom field: User Filtering = All active user are allowed (are active users only the users listed under people?) I have tried a group which we Sync from AD, also.
* No one is listed under customers
* Customer permissions = Restricted
* Customer Sharing = Customers can search for other customers within their project or organization
* Global Permissions/ Browse users and groups- I am in several of the groups
* Permissions
  * Browse Project
  * Project role - Service Desk Team, Administrators (which I am a member of)
  * Service Project Customer - Portal Access

I have struggled with the permissions.


Answers:
author: Alex Ortiz
body: [@Michele Visser](/t5/user/viewprofilepage/user-id/4666134)

When you try to use the user picker field, it will only display licensed users. So, anyone that can be displayed needs to have access to your project and be licensed. . hence why you see what you see. This is intended behavior.

What you can do, is utilize the Request participants field. This field will allow anyone that has the JSM Customer license (FREE) to be selected. I would also double check that the the users you want to utilize in this Request Participant field has the Service Desk Customer. I'm not 100% sure this is required, but better safe than sorry.


Tags: cloud

jira-service-management

jira-service-management-cloud
I have a new JSM project and need help with notifications
Asked by Don Roberts:

I created a new JSM project and added a organization everything seemed fine. However when I had a user test creating a ticket everyone in the organization got the notification. I tried to find the notifications page but all i am finding is the default global permissions. I did find the notifications for the project but it only shows notifications being sent to the creator, and the agent.


Answers:
author: Jack Brickey
body: [@Don Roberts](/t5/user/viewprofilepage/user-id/5498374) ,

please be sure the "Organization added" selection is disabled.

![2024-09-16_16-27-11.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/347610iDE1371139A4DEB0F/image-size/large?v=v2&px=999 "2024-09-16_16-27-11.jpg")

comments: author: Don Roberts
body: Thank you Jack. I completely missed that option when looking thru the customer notifications.


author: Joseph Chung Yin
body: [@Don Roberts](/t5/user/viewprofilepage/user-id/5498374) -

To supplement what [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) suggested that in JSM, the project notification configuration scheme is different than the "Customer Notifications" configuration. In the Customer Notification setup, it focuses on customers and the project notification configuration is focuses for on internal notifications.

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating priority alert
Asked by Jason Michel:

I am looking for a way that when a specific set of users create a ticket (VIP) that a beyond the normal creation/assigned workflow that I can get a notification sent to specific people. This is for if sr. management create ticket, that HD manager, IT Director etc gets notified as well to make sure appropriate attention gets paid to these tickets


Answers:
author: Casey Gould
body: Hi Jason - It sounds like you're going to want to create an Automation. One of the things Jira automation can do is send emails. The "User who initiated" or "initiator" is going to be the field you want to check.

In rough terms, something like:

Trigger: ticket is created

IF: User Condition: "User who triggered the update" is one of \[add your VIPs\]\*

ACTION: Send email

*** ** * ** ***

These smart values may be helpful in adding key details to your email:

Who created the ticket:

```
{{initiator.displayName}}
```

Ticket key and title (hyperlinked, for the body):

```
<a href={{issue.url}}>{{issue.key}} {{issue.summary}}</a>
```

Plain key and title:

```
{{issue.key}} {{issue.summary}}
```

\*If you have a lot of VIPs or want to build multiple automations based on the same group of users, it might make sense to designate them in a Jira group and then check if the user who triggered the update is in that group.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add resolution notes and resolution code through python script?
Asked by Nallan Chakravarthi Raghavan_ Balaji:

Unable to add resolution code and resolution notes to a ticket in order to move from in progress state to resolved state, Throwing error as unable to add resolution code and notes through python api scripts, but able to add it manually.


Answers:
author: Joseph Chung Yin
body: [@Nallan Chakravarthi Raghavan_ Balaji](/t5/user/viewprofilepage/user-id/5593079) -

Welcome to the community. Can you provide more details (i.e. the exact error message)? Are you doing this via REST APIs process?

Resolution value is typically controlled via your project's issues WF when issues move into the terminal status. Did you check to see if the WF transition has any condition controlling the transition to be executed successfully?

Please advise so we can assist you further.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Error: couldn't set the story point value
Asked by Geoffrey:

Hello,

for several days now when I try to modify the points of my US I receive the following error:

"Check your connection, then give it another try. We couldn't set the story point value"

I haven't changed any parameters. Do you have any idea?


Answers:
author: Joseph Chung Yin
body: [@Geoffrey](/t5/user/viewprofilepage/user-id/5256703) -

Welcome to the community. Please provide a bit more details on how you are updating the story points field for your JSM issues. Were you able to conduct this type of operations successfully in the past?

I do know that early today, there was a performance issue with JSM cloud env and don't know if this caused your issue on hand. However, the issue has been resolved.

Here is the Atlassian Status page that you can access to see when the Cloud env for all Atlassian products are having issues -

<https://status.atlassian.com/>

Please advise.

Best, Joseph Chung Yin

comments: author: Geoffrey
body: Hello [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Thank you for your help.

I update the points either via the Backlog view or directly via the 'Story points' field by clicking on a ticket.  
For example, here's the URL of a ticket on which I'm trying to make changes without success.

<https://littlebill.atlassian.net/jira/software/c/projects/LBPT/boards/6?selectedIssue=LBPT-2693>

<br />

This doesn't work for tickets in the Sprint or in the Backlog.  
I did see the Atlassian status, but everything was working fine until a few days ago and it's still not working now.


author: Geoffrey
body: Hello [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Have you any updates?


author: Joseph Chung Yin
body: [@Geoffrey](/t5/user/viewprofilepage/user-id/5256703) -

Sorry for my late response. In this case, I would recommend you to contact Atlassian Support (<https://support.atlassian.com>) for further assistance especially everything works until a few days ago.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
While closing a Service request in portal level need to make comment field mandatory.
Asked by naveen kumar:

Hi Team,

While closing a Service request in portal level need to make comment field mandatory. But its showing optional in portal view.  
I have tried to achieve this through script also but it worked on Ticket level not on portal level.   
Also added a validator but it works only in ticket level only.  

<br />

Transition: From IN progress to Resolved statues we have a request Closure transition In which we have screen in that we have to add a comment so that the field which needs to be mandatory in portal level but it shows as optional.  

Any suggestions will be help full.  

Thank you,  
Naveen  

<br />


Answers:
author: Marc - Devoteam
body: Hi [@naveen kumar](/t5/user/viewprofilepage/user-id/5368536)

This is currently not an option.

On the portal side required fields on transitions are not honoured.

See, [JSDCLOUD-4922](https://jira.atlassian.com/browse/JSDCLOUD-4922)


Tags: data-center

jira-service-management

jira-service-management-data-center
Automa??o que responda com um e-mail ao chamado quando ele ? rejeitado
Asked by Paulo Ozaki:

Ol? bom dia  

Gostaria de saber se ? poss?vel monitorar ou fazer alguma automa??o para enviar aos clientes quando seus chamados s?o rejeitados com seus motivos, pois a minha diretoria questionou se possui algum comprovante que os clientes tiveram suas respostas referente aos seus chamados rejeitados e pelo email do jira n?o ? poss?vel verificar se realmente foi enviado essa resposta, ent?o gostaria de saber se ? poss?vel trocar esse email gerado automaticamente pelo jira por um nosso ou em algum local do programa verificar se o email foi realmente enviado.


Answers:
author: Fernando Eug?nio da Silva
body: [@Paulo Ozaki](/t5/user/viewprofilepage/user-id/5593591) , bem vindo ? comunidade Atlassian!

Voc? pode usar a a??o **Send Email** do recurso **Automation** para fazer o envio desse e-mail para seus clientes. Usando este recurso, voc? consegue inclusive indicar valores de campos do Jira para enviar a raz?o sobre o porqu? os chamados foram rejeitados.

De forma b?sica, se a sua automa??o der **SUCCESS** significa que o e-mail foi enviado ao cliente, mas voc? tamb?m pode colocar outros e-mails em c?pias para garantir que de alguma forma a comunica??o foi enviada.

Um exemplo simples criado de automa??o com uma regra fazendo envio de e-mail voc? pode ver aqui: [Automation Playground - Send email](https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/112184/25939574)

Al?m disso, deixo aqui uma p?gina de apoio sobre o uso de **valores inteligentes** . Voc? pode us?-los para indicar valores de campos no conte?do do e-mail a ser enviado: [Automation smart values - issues \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/)

Espero que isso te ajude.

Atenciosamente,

Fernando


Tags: cloud

jira-service-management

jira-service-management-cloud