youngmon/atlassian-qna huggingface dataset:
Client can't see user group list
Asked by marc.rosarian:

The client has the role Service Desk Customer   
He can access the form on the portal but the field "Manager" (user list) is empty .

image1![image1.png](/t5/image/serverpage/image-id/336436i667870C15874DC2F/image-size/large?v=v2&px=999 "image1.png")

<br />

The client is also part of the group "Browse users and groups" in the Global permissions

image 2![imag2.png](/t5/image/serverpage/image-id/336435iFC97EE224D7079F6/image-size/large?v=v2&px=999 "imag2.png")

This is a real problem .. and I can't seem to find the solution.   
Any help would appreciated

Thx


Answers:
author: Bibek Behera
body: [@marc.rosarian](/t5/user/viewprofilepage/user-id/5547205) ,

Please check for the customer permission, Project settings \> Channels \> Customer permissions.

Select the last option there.

![Screen Shot 2021-03-15 at 16.19.03.png](https://community.atlassian.com/t5/image/serverpage/image-id/134520i53AD3676C4A8C01C/image-size/large?v=v2&px=999 "Screen Shot 2021-03-15 at 16.19.03.png")

-Bibek

comments: author: marc.rosarian
body: Yes that's it

There's no documentation about this . It 's crazy

Thank you so much Bibek


author: Nicolas Grossi
body: [@marc.rosarian](/t5/user/viewprofilepage/user-id/5547205) Welcome! You might contact support.atlassian.com

Nicolas


Tags: cloud

jira-cloud-administration

jira-service-management

jira-service-management-cloud

not-applicable
How do you delete or cancel a request
Asked by Scott Moore:

I have used the software with another company and am now setting it up at my new job. I used to be able to delete or cancel customer requests but it does not give me that option now..............


Answers:
author: Jim Knepley - ReleaseTEAM
body: You probably either had a workflow or permissions at your other company that you don't have an equivalent of now.

To cancel an issue: You need to set up a "cancel" transition in the [workflow](https://www.atlassian.com/software/jira/guides/workflows/overview#what-is-a-jira-workflow) so you can move the issue to a "canceled" or otherwise "done" state.

To delete an issue: you need [project permission](https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/) to "Delete Issues."


author: Nicolas Grossi
body: [@Scott Moore](/t5/user/viewprofilepage/user-id/5547140) You might talk with your JSM administrator ?

Nicolas


Tags: cloud

jira-service-management

jira-service-management-cloud
Possible to Customize these "Reply to Customer"
Asked by Santhosh Raj:

Is there any possibilities for changing these content from JSM ?

![Screenshot 2024-07-18 192833.png](https://community.atlassian.com/t5/image/serverpage/image-id/336358i0C5092C80A760264/image-size/large?v=v2&px=999 "Screenshot 2024-07-18 192833.png")


Answers:
author: Mikael Sandberg
body: The short answer is no, you cannot change the names of those tabs.


Tags: cloud

jira-service-management

jira-service-management-cloud
User Access Issue?
Asked by Cailin Che:

Hey y'all!

I'm at a loss here. I'm fairly certain that this is user error, but the user is insisting she has done everything correctly.

We have JSM Data Center 5.12.10 and customer access to the portal is determined with a user group. I have a new user I added to this user group yesterday, who says that she still cannot access the portal.

She claims she has triple checked the link (we have multiple desks on our instance and she was only granted access to one) and has typed her password in correctly. She even changed the password and tried to log back in again. Our passwords are set through an active directory and cannot be altered within Jira/JSM. I did resynch our user directories and have her try again.

As far as I know, no one else is having issues accessing the portal. We did just recently upgrade to 5.12.10 - did some setting change somewhere that would be rejecting her access? Do I need to add the user group to somewhere besides the typical Users and Roles screen?

Thank you in advance!


Answers:
author: Dominik ?arkovi?
body: Check if this user can log into the help center and request screenshots.

Double-check project settings and project permissions. Also, find a user with similar privileges and check if you gave them the same access

If you have a scriptrunner, you can log in as this user and check what she can see by yourself.

comments: author: Cailin Che
body: Project settings and permissions are all correct. Same access as similar users.

I didn't know you could use scriptrunner to masquerade as a user, thanks for the tip! I did that and this user has access. They just can't log in from their side for some reason. I will go back to them and have them work with IT to figure out the password issue - that must be what it is.

I screen-shared with them and they are ON the portal, they just can't log in.


author: YY Brother
body: Hi [@Cailin Che](/t5/user/viewprofilepage/user-id/4705929)

"customer access to the portal is determined with a user group"

-- what user group?

Can you try to add JSW product access to him/her temporarily? To see if he/she can acces your Jira product instance?

It will be better if you could provide some key screenshots here.

Thanks,

YY?


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
How can I map request type to Behaviours script in Scriptrunner in Cloud?
Asked by Oleg Shapoval:

I need to show and make required specific fields if Select List (Single choise) equals to "Yes" in Jira Cloud on Portal Request Type.  

In Data Center I can do this with Behaviours script, but how can I do similar logic in Cloud?

![](https://cdn.discordapp.com/attachments/524900279167221760/1263479035858780262/image.png?ex=669d050c&is=669bb38c&hm=c0f598614413d9f3d6df603a6ff98fbda939a6c62379ab432b4cf78b6f35cfce&=)


Answers:
author: Joseph Chung Yin
body: [@Oleg Shapoval](/t5/user/viewprofilepage/user-id/5531548)

Welcome to the community. Unfortunately as stated in Adaptavist documentation, the Behavior functionality is currently not supporting JSM Cloud yet. It is only for Jira Software/Jira Work Management (which it now a part of Jira Software product) Cloud based on my knowledge at this minute.

At this time, I would recommend you to contact Adaptavist support team directly to obtain update on when Behavior will be supporting JSM Cloud env.

<https://the-adaptavist-group-support.atlassian.net/servicedesk/customer/portal/27>

Lastly, Adaptavist is working closely with Atlassian on bring all functionality of Scriptrunner (especially Behaviors) to support the Cloud env. It is because the Cloud env development platform is not the same as the Data Center on-prems platform.

Sorry.

Best, Joseph Chung Yin

comments: author: Oleg Shapoval
body: Thanks for your reply, suspected that too. It's sad that there is no way I can implement something like this. I'll wait for the updates. Have a nice day!


author: Adolfo Casari
body: <https://docs.adaptavist.com/sr4jc/latest/features/behaviours/example-behaviour>


author: Graham Twine
body: Hello [@Oleg Shapoval](/t5/user/viewprofilepage/user-id/5531548) and welcome.

Adaptavast's documentation for cloud and data center will guide you.

[The cloud plugin differs from the data center plugin](https://docs.adaptavist.com/sr4jc/latest/differences-between-scriptrunner-for-jira-server-and-jira-cloud)


Tags: behaviours

cloud

jira-cloud

jira-service-management

jira-service-management-cloud

jsm

scriptrunner
How many Help Centers can I create in JSM Cloud
Asked by Klara Bras:

As there is a new feature - multiple helpcenters for JSM, I would like to know if there is any limitation regarding the number of helpcenters? Is it somehow limited for Premium/Enterprise plan?


Answers:
author: Kevin Patterson
body: Hi [@Klara Bras](/t5/user/viewprofilepage/user-id/5323166) ,

I am in the EAP for the multiple Helpcenters for JSM. I've created several Helpcenters so far and haven't hit a limitation in the number of helpcenters in my testing environment yet (my environment is JSM premium). I haven't heard if Atlassian plans on making this feature available to all tiers of JSM or just the higher tiers yet. There isn't much public documentation available yet but here is what I've been working off of for my testing. <https://help-center-docs.atlassian.net/wiki/spaces/HCD/overview?homepageId=42074330>

comments: author: Klara Bras
body: Hi Kevin, thank you for your feedback and testing.


author: Mikael Sandberg
body: You can only create one main help center, but there are no limitations on how many JSM projects that you can create and make them available via the help center. If you need separate help centers you would need an app from the [Marketplace](https://marketplace.atlassian.com/search?product=jira-service-management&query=help%20center) like Refined or Theme Extensions for JSM.

comments: author: Klara Bras
body: Actually Atlassian is rolling out feature which allows you to create multiple helpcenters, I can already see it on my Cloud products. Thank you anyway for your hint.


Tags: cloud

jira-service-management

jira-service-management-cloud
Access to projects removed without trace in logs; logs only appeared upon re-adding permissions.
Asked by Karanvir Singh:

Hello Jira Support Team,

I am experiencing a peculiar issue within my organization regarding project access permissions.

Recently, my access to several projects was revoked, but I found no trace of this change in the logs.

However, when my access was reinstated, the logs for those projects appeared, but still, there was no record of who revoked my permissions initially.

Here is a summary of the issue:

1. I lost access to multiple projects.
2. There were no corresponding entries in the logs indicating who revoked my permissions.
3. When my access was restored, the logs for those projects became visible.
4. The logs still do not show any information about who revoked my permissions initially.

Could you please help me understanding how is possible that my permissions were removed without any trace in the logs ?

Thank you for your assistance.

Best regards,


Answers:
author: Trudy Claspill
body: Hello [@Karanvir Singh](/t5/user/viewprofilepage/user-id/5547022)

Welcome to the Atlassian community.

Note this is a community of users helping users. This is not the venue for contacting Atlassian support.

Having said that, we can try to help you debug the scenario.

Do you have some sort of administrator access in Jira? If so, what type of administrator access?

You said there were logs that you could not see when you did not have access, but could see when your access was restored. What steps did you take to navigate to those logs, specifically?

You said your access was revoked and then restored. Exactly what steps were taken to revoke your access and then restore your access?

What are the Types for the affected projects? You can get that information from the Type column on the View All Projects page under the Projects menu, if you currently have access to the projects.


Tags: cloud

jira-service-management

jira-service-management-cloud
Copy multiple valuer from organization field to custom labels field
Asked by piotr_bator:

Hi, i have, a problem with copy multiple value from organization field to new custom label field. I can copy only one value, but if more than one appears, the automation does not want to work.

![screen.png](https://community.atlassian.com/t5/image/serverpage/image-id/336312iD2B1E8066CCE860A/image-size/large?v=v2&px=999 "screen.png")

**How can I copy multiple organizations to a label field where each organization will be a separate label? Thank you!**


Answers:
author: Bibek Behera
body: [@piotr_bator](/t5/user/viewprofilepage/user-id/5546899) ,

Welcome to the community.

I would stay away from using the label as an organization.

1. Labels can be easily updated to any value on the go by the end user

2. Reporting can become tricky at a later stage.

My suggestion would be.

1. Create multi-select custom fields for the organization. Keep adding the orgs when needs in the custom field configuration only.

2. Use the automation to copy the organization value and update it on the "custom orgs" value.  

Edit issue \> Choose Fields to Set \> Custome Orgs \> Smartvalue {{triggerissue.organizations.first.name}} {#toc-hId--352329690}
--------------------------------------------------------------------------------------------------------------------------------

I have successfully tested with the single select custom fields, expecting the same logic to work here.

comments: author: piotr_bator
body: We must use the default organization field. The question is whether some variable allows you to retrieve all the values ??of the organization field and substitute them into the labels field?


Tags: cloud

jira-service-management

jira-service-management-cloud
T?i mu?n b?n tr? ph? cho atlassian.com
Asked by Tran Duy:

Tr?n kh?nh duy

*** ** * ** ***


Answers:
author: Bibek Behera
body: [@Tran Duy](/t5/user/viewprofilepage/user-id/5546879) please visit admin.atlassian.com and go to the billing section for any payment-related information.

-Bibek


Tags: cloud

jira-service-management

jira-service-management-cloud
Atlassian Universal Plugin Manager Plugin and jira data center new versons
Asked by Mohamed Saad Taha:

HI Experts,

Iam using Jira datacentre version 9.7.1 (Container version) and Iam planning to upgrade to latest version 9.17.0 and when i checked the compatibility with my addons I found that

#### Atlassian Universal Plugin Manager Plugin is not compatible and the latest version of UPM is not supporting Jira data centre !! {#toc-hId-348734669}

#### If I perform the upgrade, how can I manage my addon's and applications? {#toc-hId--1458719794}


Answers:
author: Graham Twine
body: Hello [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) you can perform the upgrade.

Once the upgrade is done you can continue to manage addons.

NOTE!!! Do not be alarmed as just after the upgrade you will loose access to the upm page as the page is an extension of the plugin. Just give it time to come back

In my opinion. It is always a good idea to upgrade all plugins to the latest version just prior to an upgrade of the application.

After upgrading the plugins execute an upgrade check.

In the process of upgrading the application I have had some plugins such as Xray which never start up automatically and I confirm all are back up and running before running one final reindex


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
One of our employee is not getting email notification from Jira
Asked by Azhar Niaz:

Hi Altruists,  
One of our employees recently informed us that he is getting any notification in Gmail from Jira. I have checked his **notification settings** of **Projects and Issues.** It seems perfectly fine. Attached here:![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/336304i6CD7B3F733DF9527/image-size/large?v=v2&px=999 "image.png")![image (1).png](https://community.atlassian.com/t5/image/serverpage/image-id/336305i1ACF092311825C5F/image-size/large?v=v2&px=999 "image (1).png")  

Now, I do not understand why the employee is not getting any notification here. We use Okta for IAM service and Kandji for MDM. All employees are automatically managed centrally. And no one else is facing this issue.   

It would be helpful if you could help me find a solution to this issue.  

Thank you.  

BR,  
Azhar Niaz


Answers:
author: Bibek Behera
body: [@Azhar Niaz](/t5/user/viewprofilepage/user-id/5439487) ,

Welcome to the community!

First thing I would look for is if the email are being moved to spam/junk folder.

If the user was getting the emails previously and stopped then it could most likely to to be a change in the mailbox setting itself.

-Bibek

comments: author: Azhar Niaz
body: Thank you, [@Bibek Behera](/t5/user/viewprofilepage/user-id/510396) , for your time.  

We already checked the spam folder, and everything is okay here. That is why I am more confused. The employee said he never gets any notification from Jira in Gmail.   

\~Azhar


author: Bibek Behera
body: Hmm Strange,

No email for the ticket created/updated by the user himself? check the troubleshooting steps here : <https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html>

If still having the issue, please raise a ticket with Atlassian Support.

-Bibek


author: Azhar Niaz
body: Hi [@Bibek Behera](/t5/user/viewprofilepage/user-id/510396)  
Sorry for the late response. We figured out the reason for this issue. For some weird reason, the user's Jira email address was kept on the bounce/suppression list. This occurred because Atlassian's email system couldn't reach the user's mailbox, causing a hard bounce. The suppression list prevents further attempts to send emails to such addresses.   
Thank you for your help.   

\~Azhar


author: Bibek Behera
body: You are welcome [@Azhar Niaz](/t5/user/viewprofilepage/user-id/5439487)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to get an updated JQL to work!
Asked by Will Dewfield:

Hi all,

I have a JQL:

assignee IN () AND type NOT IN () AND status NOT IN (Closed, Resolved, Done) AND updated \>=10d

I am trying to bring back all tickets that have not been updated in the last 5 days/10 day/ 30 days foe example - I have ran the above JQL both ways more and less than and I can get back the tickets updated more than 10 days ago but not less and there is data that should be shown, any ideas why?


Answers:
author: Bibek Behera
body: [@Will Dewfield](/t5/user/viewprofilepage/user-id/5484985) I tried something on my local, please give it a go.

*updated \<= -5d AND updated \>= -10d*

-Bibek

comments: author: Will Dewfield
body: Brilliant thanks


author: Bibek Behera
body: [@Will Dewfield](/t5/user/viewprofilepage/user-id/5484985) you are welcome!

please accept the answer and vote for it :)


Tags: cloud

jira-service-management

jira-service-management-cloud
No option showing for outgoing email configuration
Asked by Rajat Samseriya:

In Jira Service Management, I want to configure outgoing mail. In the Jira settings, the outgoing mail option only shows enable or disable, with no option available to configure the email account. However, according to the community documentation, there should be an option to add a new email ID.

![outgoing email .png](https://community.atlassian.com/t5/image/serverpage/image-id/336256i81D9BA2335D439C7/image-size/large?v=v2&px=999 "outgoing email .png")Could you please let me know how to configure this?


Answers:
author: Marc - Devoteam
body: Hi [@Rajat Samseriya](/t5/user/viewprofilepage/user-id/5501126)

This is the main outgoing email option. This option controls the option to enable or disable outgoing email on system level.

What email are sent out by a JSM project are defined in customer notification on the project or based on automation rules you might create on the project and that send out email.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can we project "Priority", "Description" in the Customer Service Portal section?
Asked by Lakshmi Kumari:

Hi Team,

Can someone help me to resolve below issue?

Customer is unable to see "Priority", "Description" in the Customer Service Portal column section where all the created requests show up.

Below is the screenshot for your reference... Priority and description is missing in it ..

![Screenshot 2024-07-18 at 12.53.01?PM.png](/t5/image/serverpage/image-id/336250iB25AA7CECC9E42AB/image-size/large?v=v2&px=999 "Screenshot 2024-07-18 at 12.53.01?PM.png")


Answers:
author: Y Dang_Candylio
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

You can choose **Customize** section on the right side of that page.

However, currently you can only choose from a list of predefined columns and cannot add custom columns to the requests list.

Your customers can customize their view by selecting **Manage columns** on their requests list to edit and reorder columns.![Screenshot 2024-07-18 at 14.58.58.png](https://community.atlassian.com/t5/image/serverpage/image-id/336259i2C288B2FACBAEBF1/image-size/large?v=v2&px=999 "Screenshot 2024-07-18 at 14.58.58.png")

In the list of predefined columns, there are not Priority and Description options.

If you need it, you have to use the add-on, for example [My Requests Extension for Jira Service Management](https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=cloud&tab=overview) which allows you to define which system and custom fields you want to present your customers in the table.

Hope this helps!

Y Dang

comments: author: Lakshmi Kumari
body: Hi Dang,

Thank you for quick response and easy solution. This really helps :-). Thanks for my rescue.

Have a good day.

Regards,

Lakshmi


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal and Help Centres
Asked by Simon Carter:

Is there a way to display the Help Centres on your portal page?

This would be a great easy addition to have.

![Screenshot 2024-07-18 152448.jpg](/t5/image/serverpage/image-id/336249iCE1D47B1D09AAD73/image-size/large?v=v2&px=999 "Screenshot 2024-07-18 152448.jpg")


Answers:
author: Bibek Behera
body: [@Simon Carter](/t5/user/viewprofilepage/user-id/5319420) ,

The home page can only hold the portal view of the JSM projects that are configured. You can use the Manage announcements section to provide the direct link to report outage page as a workaround if that works for you.

Best Regards,

Bibek


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
Add an approval step to a workflow
Asked by Wayne Yang:

i can't add an approval step to a workflow with my test workflow. there don't have any bottom can include. but Jira Service Management default workflow have.


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697) and welcome to the community,

You have to activate your workflow, before being able to add an approval step.

<https://support.atlassian.com/jira-service-management-cloud/docs/add-an-approval-to-a-workflow/>


Tags: cloud

jira-service-management

jira-service-management-cloud