youngmon/atlassian-qna huggingface dataset:
Why does another Site-Admin have another view of the administration page?
Asked by Fahad Akhtar:

Hi,

I'm a site admin and I have a co-worker who is also a site-admin. When they log into the Administration page they do not see all of the tabs reading 'Overview, Directory, Products, Security, Billings, Settings'. Their url also reads users instead of members like mine.

![Fahad_Admin_Page.png](/t5/image/serverpage/image-id/296709i7F87CD2493347E93/image-size/large?v=v2&px=999 "Fahad_Admin_Page.png")![Co-worker_Admin_Page.jpg](/t5/image/serverpage/image-id/296710i1E7E3BE9357D00DA/image-size/large?v=v2&px=999 "Co-worker_Admin_Page.jpg")


Answers:
author: Kieren _SmolSoftware_
body: Hi [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740)

I'll try and break down what you're seeing and why.

1. There are two levels of Administration in admin.atlassian.com
   1. Site level administration (the screenshot from your co-worker)
   2. Org level administration (your screenshot)
2. All Org Admins ALSO have site admin permissions, but not all Site Admins have Org admin permissions.
3. You can navigate to the site level administration, but your co-worker us unlikely to be able to navigate to the org level administration (unless they are also an Org admin)
4. The User list shows all the users in your site (or organisation) who have product access or have the ability to be granted product access.
5. The Members list shows all the users your Organisation has claimed, this is done via a Domain Claim. The Members and Users list may overlap, but not necessarily. They're used for different purposes.

I hope that helps!

-Kieren  
Co-Founder @ Smol Software \| Ex-Atlassian


Tags: cloud

jira-service-management

jira-service-management-cloud
Setting a Default Value for an Asset Field in Jira Service Management Request Types
Asked by Trenton Letz:

Hello Atlassian Community,

I am currently working on configuring Jira Service Management (JSM) request types and I have run into a specific requirement that I need some guidance on. I would like to set a default value for an Asset field within my request types. The reason behind this is that I want to leverage this default value to refine the filtering of options available in another Asset field on the same request form.

To elaborate, I am aiming to streamline the user experience by pre-populating one Asset field so that when the user gets to the next Asset field, they are only presented with options that are relevant to their selection for a given request type. This should be done before the user submits the request, ensuring that they don't have to sift through unnecessary or invalid options.

Is there a built-in feature in JSM that allows for setting default values for Asset fields, or is there any plugin that provides this functionality? If not, has anyone devised a workaround that could achieve a similar result?

Any insights or suggestions on how to set this up would be greatly appreciated. Thank you in advance for your help!


Answers:
author: Marc - Devoteam
body: Hi [@Trenton Letz](/t5/user/viewprofilepage/user-id/4780353)

This is currently not possible.

There is an open feature request on this, [JSDCLOUD-10317](https://jira.atlassian.com/browse/JSDCLOUD-10317)

There is a workaround in this issue as well, to use an automation that triggers on creation and set the asset field value.

But be reading your request, this is not an option as you want it before the issue is submitted.


Tags: cloud

jira-service-management

jira-service-management-cloud
I'm trying to write a filter for multiple Projects and multiple Assignment groups created this week
Asked by Frank Robb:

When I run this filter, it pulls in other Projects for other Assignment groups that were created before this week.

Project = ITSM OR Project = "Service Portal" AND "Assignment Group" = "Service Desk" OR "Assignment Group" = "Procurement" AND created \> startOfWeek() OR created \< endOfWeek() order by created DESC


Answers:
author: Laurie Sciutti
body: Hi [@Frank Robb](/t5/user/viewprofilepage/user-id/5384079) \~ try this:

```
Project in (ITSM, "Service Portal") AND ("Assignment Group" = "Service Desk" OR "Assignment Group" = "Procurement") AND (created > startOfWeek() AND created < endOfWeek()) order by created DESC
```

comments: author: Frank Robb
body: Thank you, Laurie.


author: Laurie Sciutti
body: [@Frank Robb](/t5/user/viewprofilepage/user-id/5384079) \~ you're welcome! Did that work?


author: Frank Robb
body: Yes it did. Thanks again, Laurie.


author: Laurie Sciutti
body: Excellent. If you wouldn't mind accepting my answer, I would appreciate it, [@Frank Robb](/t5/user/viewprofilepage/user-id/5384079) !


Tags: cloud

jira-service-management

jira-service-management-cloud
Import using JSON error.
Asked by Mahad Uddin:

I am trying to import tickets with agent-customer interactions from a different helpdesk system using JSON. I get an error that says "There was a problem validating the JSON file. The fields \[\] are not valid. I tried removing the \[\] it succeeds but no tickets or issues are generated. How do I go about doing this?

![Screenshot 2023-12-13 140502.png](/t5/image/serverpage/image-id/296689i82D4DEE0304167B1/image-size/large?v=v2&px=999 "Screenshot 2023-12-13 140502.png")


Answers:
author: Marc - Devoteam
body: Hi [@Mahad Uddin](/t5/user/viewprofilepage/user-id/5385054)

How does the JSON you try to execute look like, this will greatly help community members to help in resolving your issue.

comments: author: Mahad Uddin
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

Thank you for your response. How would you like me to show how the JSON file look like? Sorry, I have no idea about coding at all. I exported the tickets from the helpdesk system in JSON and I thought just importing them into Jira would work. Apparently not.

Mind you I have taken no other steps (literally have no idea where to begin and what to search for). But back to my question, how do you want me to show what my JSON file looks like?


author: Marc - Devoteam
body: Hi [@Mahad Uddin](/t5/user/viewprofilepage/user-id/5385054)

Can you make a screenshot of a single issue?

You can also make a csv export and try to import it this way.

Is the system you exported from also Jira or different? If different look at the API documentation on creating issues

<https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-post>


author: Mahad Uddin
body: I apologize for the delayed response.

I am not sure what you mean by screenshot of a single issue? Do you mean a couple lines from the JSON that I had exported?

The system is different. The JSON export from my current system is vastly different from what Jira requires. Atleast that's what I have figured out in my extensive research lol.

And I have over 120 JSON files with no technical coding skills lol. I can't possibly modify all those JSON files I have exported to match to the Jira requirements.


author: Marc - Devoteam
body: Hi [@Mahad Uddin](/t5/user/viewprofilepage/user-id/5385054)

You will need to as, Jira requires the JSON to import to be formatted in a certain way, as shown in the API documentation.

You export is in JSON from a different system, that system also has it's own formatting.

They use the same language, but not the same payload option.


Tags: cloud

jira-service-management

jira-service-management-cloud
Not All Request Types Not Being Displayed
Asked by LeRoi Mines:

I can't seem to figure this out. Screen 1 show all of the request types my project has. However, when I look a ticket on the board and want to change the request type, only those that are of issue type Support are displayed. (Screen 2.) I would like the others to be displayed as well. How can I get all request types to be displayed so that I can choose the one I want?

Many thanks in advance,

LeRoi

![Screen 1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/296685i00486A62D2BEF5AD/image-size/large?v=v2&px=999 "Screen 1.jpg")![Screen 2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/296684iE54E01747014ECE5/image-size/large?v=v2&px=999 "Screen 2.jpg")


Answers:
author: Mikael Sandberg
body: This is expected, and it is tied to the issue type that has been set for the request type. You will only see request types in that drop-down list that are tied to the same issue type. So in order to change the request type that is not visible in the list you would first have to change the issue type.


author: LeRoi Mines
body: Thank you [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) !!! That makes sense and that has helped me solve my problem.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I create an automation that will limit the amount of times a word will appear in a title?
Asked by Sam Vanderbilt:

I have automation where my team uses a label to duplicate tickets and when doing so it adds the word Recurring to the title (it's important to have this in the title).

However, as time goes by, we need to reduplicate tickets and then we end up with tickets that have Titles like "Recurring - Recurring - Recurring".

The outcome we want is that the word "Recurring" is limited to being added to the title one time.


Answers:
author: Zac
body: Hi there,  

This one should hopefully be pretty simple. You would update your automation rule so that it only appends the summary if it doesn't find "Recurring" in the summary, i.e

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/298285i962A25A6C2BBD437/image-dimensions/428x536?v=v2 "image.png")

Although, I would suggest there is a neater way to do it.

I would suggest instead of using labels to trigger the clone - use a manually triggered automation AKA an [Action](https://community.atlassian.com/t5/Automation-articles/Jira-Cloud-automation-Manual-trigger-rules-are-moving/ba-p/2314046). Have this rule update a custom field, perhaps a checkbox "Recurring". Have the the rule set the checkbox for both the original issue and the newly created one.

This has a couple of benefits,

- the user experience a bit more streamlined via the Actions menu

- you now have a datapoint you can reliably query and report on

- you could use this check flag to insert 'Recurring" into the summary - without picking up false positives if someone happens to insert "Recurring" into the title of a fresh issue :)  

Hope this helps!  

Zac


Tags: cloud

jira-service-management

jira-service-management-cloud
How to hide sensitive information from other jira users.
Asked by Sil:

Hi,

In our project we have multiple request types. For a certain request type, the information is sensitive and not all operators working on the project (or on other projects) should be able to see this. How can I secure this information. And how safe is to actually protect the data.

Kind regards,

Sil


Answers:
author: Jack Brickey
body: hi [@Sil](/t5/user/viewprofilepage/user-id/5344769) , please have a look at this documentation - [understand-project-permissions-and-roles](https://support.atlassian.com/jira-software-cloud/docs/understand-project-permissions-and-roles/) . Specifically focus on Issue Security. Basically you will need to set up an issue security scheme for the specific issue type. Please understand that Jira administrators Will still be able to see all details regardless of these security schemes.


Tags: cloud

jira-service-management

jira-service-management-cloud
Buscar incidencia por clave
Asked by Lucas Silvera:

Buenos d?as,

Me gustar?a entender por qu?, al intentar buscar una incidencia, utilizando la clave de un ticket existente, el sistema no la encuentra. ?Hay alguna configuraci?n espec?fica que deba tener en cuenta o alguna sugerencia que puedan brindarme para mejorar la precisi?n de la b?squeda?

Agradezco cualquier orientaci?n o recomendaci?n al respecto.

![Captura de pantalla 2023-12-13 105142.png](https://community.atlassian.com/t5/image/serverpage/image-id/296636i68F35E4AE542BA41/image-size/large?v=v2&px=999 "Captura de pantalla 2023-12-13 105142.png")![Captura de pantalla 2023-12-13 105148.png](https://community.atlassian.com/t5/image/serverpage/image-id/296637i886871650EBDE9E4/image-size/large?v=v2&px=999 "Captura de pantalla 2023-12-13 105148.png")


Answers:
author: Dpto_ Sistemas
body: Hola [@Lucas Silvera](/t5/user/viewprofilepage/user-id/5333725) , encontraste una soluci?n a este tema? a mi me ocurre lo mismo. si lo hago desde Filtros--\> Todas las incidencias si lo realiza correctamente, pero no desde la cola.

Gracias


author: Paul Heath Armengol
body: El id que buscas es "SK-115" no "SK - 115", no es lo mismo con espacios.

comments: author: Lucas Silvera
body: [@Paul Heath Armengol](/t5/user/viewprofilepage/user-id/5040545) no importa si pongo espacios o no, no encuentra igual![Captura de pantalla 2023-12-13 160050.png](https://community.atlassian.com/t5/image/serverpage/image-id/296687iB670534B804DEA81/image-size/large?v=v2&px=999 "Captura de pantalla 2023-12-13 160050.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to disable 'Anonymous' reporter
Asked by Kris Dewachter:

Hi Community,

I have a Service Management project that is private. When a ticket is logged, an agent is still able to change the reporter of an existing ticket to 'Anonymous'. Why is that, and how can I disable it ? I don't want tickets assigned to an 'Anonymous' reporter.

![Screenshot 2023-12-13 at 15.14.30.png](/t5/image/serverpage/image-id/296641i66FCAC0ED7ECCC34/image-dimensions/347x104?v=v2 "Screenshot 2023-12-13 at 15.14.30.png")

When I create a new ticket in the backoffice, there is no option to select the 'Anonymous' user.

![Screenshot 2023-12-13 at 15.13.51.png](/t5/image/serverpage/image-id/296642i4AB9C4AF22CCBD41/image-dimensions/311x108?v=v2 "Screenshot 2023-12-13 at 15.13.51.png")

Also, when an agents creates a ticket in the portal, there is no option to select the 'Anonymous' user.

![Screenshot 2023-12-13 at 15.23.46.png](/t5/image/serverpage/image-id/296643i94DF7C219D993088/image-dimensions/457x119?v=v2 "Screenshot 2023-12-13 at 15.23.46.png")

Best regards,

Kris


Answers:
author: Jimmy Seddon
body: Hey [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367),

I believe the "Anonymous" option for the reporter is the same as "Unassigned" for assignee. Looking at the create screen from the backend, it looks like reporter is required on create.

If you want to remove the "Anonymous" option for the reporter simply make the reporter field required in the field config. I tested that myself and it seems to work.

I hope that helps!

comments: author: Kris Dewachter
body: Hi [@Jimmy Seddon](/t5/user/viewprofilepage/user-id/512822) ,

I tested it by making the reporter field required and the 'Anonymous' option is now indeed gone.

Thanks for your help and quick feedback.

Best regards,

Kris


author: Marc - Devoteam
body: Hi [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367)

I know the anonymous setting is in JSM, because it's the default reporter if you have a full public accessible JSM project.

And this reporter is also need if you want to use an issue collector.

I don't think there is an option to disable this within JSM projects.

The only option I see is to create a edit screen on the project and remove the reporter field and set the edit action to the screen in the screen scheme.

This will prevent an agent to change the reporter.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: Sub-task status change
Asked by Roman Zolotarevskyi:

Hi guys, I'm trying to create subtask when some issue changes the status. That's currently working - jira creates the sub-tasks with automation I configured.

The question: how to set a specific status (Retro in progress) for sub-task using the automation?  
I'm attaching screen shot with automation where sub-task created and the workflow.![Screenshot 2023-12-13 at 14.59.37.png](https://community.atlassian.com/t5/image/serverpage/image-id/296621i45C7CA3286BB216B/image-size/large?v=v2&px=999 "Screenshot 2023-12-13 at 14.59.37.png")  
![Screenshot 2023-12-13 at 15.05.16.png](https://community.atlassian.com/t5/image/serverpage/image-id/296622i8D7A889ABC068886/image-size/large?v=v2&px=999 "Screenshot 2023-12-13 at 15.05.16.png")


Answers:
author: Laurie Sciutti
body: Hi [@Roman Zolotarevskyi](/t5/user/viewprofilepage/user-id/5242896) \~ if I understand correctly, you want an automation rule to create a new sub-task and ALSO transition that sub-task... if so, you can do that via one of the following branch rule options: All created issues or Most recently created issue... HTH

![Snag_17c17af2.png](https://community.atlassian.com/t5/image/serverpage/image-id/296669i33E75EBEF3347ABF/image-size/large?v=v2&px=999 "Snag_17c17af2.png")

comments: author: Roman Zolotarevskyi
body: Hi [@Laurie Sciutti](/t5/user/viewprofilepage/user-id/1137433)  
Appreciate your reply!  

In the workflow, when someone change the task from status 'Sales:Delivered to Client' to 'Lost/in Retro', I want an automation to create 2 sub-tasks. And each of sub-tasks have to have status 'Retro in Progress'.  

The problem: I do not understand how, in Automation section, to automatically set 'Retro in Progress' for sub-tasks that have been created.  

Could you please assist?


author: Laurie Sciutti
body: Hi [@Roman Zolotarevskyi](/t5/user/viewprofilepage/user-id/5242896) \~ issues can only have the initial status on create (looks like "**CSM: In Progress** " according to your workflow diagram). Thus, you need an action to **create** the sub-task and a subsequent action to **transition** it. My previous reply shows how to do that.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to block modification in people section after issues creation
Asked by Mohamed Saad Taha:

HI Experts,

How can I block any modification in people section through prosperities ?

Iam using below jira.issue.editable but it block any modification in issues in all sections


Answers:
author: Mohamed Saad Taha
body: Is there any Idea !!!


Tags: jira-service-desk-server

jira-service-management

jira-service-management-server
Automatically creating subtasks
Asked by Andile Luvuno:

Hi All.

Every time an issue is created, I would like 5 subtasks to be added to it, I've tried the "Create Sub-task" option in Automation, but it creates the Sub-tasks outside of the Newly created issue, making them new issues.

How can solve this using automation,


Answers:
author: Asha Goyal
body: Hello [@Andile Luvuno](/t5/user/viewprofilepage/user-id/4213121)

Subtask will be new issue but it linked with its parent ,so when you open the parent task you can all subtask associated with it.

Here is the screen shot of subtask automation .

![subtask automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/296770i8A4C0F7624CB19E1/image-size/large?v=v2&px=999 "subtask automation.png")

Please accept my answer if it helps.

Thank you


author: Jack Brickey
body: Hi [@Andile Luvuno](/t5/user/viewprofilepage/user-id/4213121) ,

this should be pretty straightforward. If you don't mind, please share a screenshot of what you have in place now.


Tags: cloud

jira-service-management

jira-service-management-cloud
deleted
Asked by Paul Heath Armengol:

deleted


Answers:
author: Felipe P?rez _ServiceRocket_
body: Hi Paul!

Hope you're doing great! Regarding your question:

* What is the difference between project roles "reporter" and "service desk customer" in terms of accessing JSM?

This is a very good question; please allow me to summarize these roles' permissions inside JSM, extracted from Atlassian documentation.

**Service Desk Customers:** Customers are unlicensed users who send requests to your service project through the portal, email, or widget. For example, employees who raise requests to an internal service desk will have access to the portal without product access to the project and are usually internal customers. More information can be found in the following documentation [What are project roles in JSM?](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/)

**Portal-only customers:** Also known as external customers, these are typically people who seek help relating to the use of your company's products or services. They have portal-only accounts and can access the help center on your site.

**Customers with Atlassian accounts:** Also known as internal customers, these people are most likely employees at your company or partners that need internal support from your teams, for example, a new employee who needs their IT workstation set up. In addition to all the benefits of a portal-only account. More information can be found in the following documentation [What are service project customers and organizations?](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-project-customers-and-organizations/)

I hope it helps!

Regards,  
Felipe

ServiceRocket Apps Support

-We've Got Your Back!

comments: author: Paul Heath Armengol
body: Thanks, but that's not what I'm asking.

I edited the question to clarify it.


author: Nic Brough -Adaptavist-
body: Hi Paul,

By default, JSM projects do not have a reporter role, so I suspect you need to ask your admins why they added it to the project.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to disable auto-reply's from JIRA for a particular reporter
Asked by RG:

Is it possible to disable automatic replies regarding tickets for the particular email address which sends several tickets a day/week. Due to the nature of the JIRA portal, they receive a ticket during creation, resolution, and total closure of the ticket.  

With this much traffic it causes mailbox to become full quickly.


Answers:
author: Marc - Devoteam
body: Hi [@RG](/t5/user/viewprofilepage/user-id/1870250)

No you can't you can disable this in general for the actions, but not for a specific reporter.


Tags: jira-service-management

jira-service-management-server

server