youngmon/atlassian-qna huggingface dataset:
Multiple applications in one Crowd Directory?
Asked by Johannes P.:

I'm setting up Jira, Confluence, Bamboo and Hipchat on a dedicated server for evaluation purposes. I want to use Crowd to enable SSO and streamline the registration/login/user management experience

The "Integrating Crowd with [Jira](https://confluence.atlassian.com/display/CROWD/Integrating+Crowd+with+Atlassian+JIRA)/[Confluence](https://confluence.atlassian.com/display/CROWD/Integrating+Crowd+with+Atlassian+Confluence)/[Bamboo](https://confluence.atlassian.com/display/CROWD/Integrating+Crowd+with+Atlassian+Bamboo)/etc" support posts seem to suggest creating a new user directory for each application to be integrated. However in my usage case I don't know if that is necessary.

Basically, if I want to ensure that a user only needs to register once, and then has access to Jira, Confluence, etc on my domain, would it be fine to use a single directory for all of my applications? Would that break anything?

If I were to follow the instructions as they are now, and create a dedicated Crowd directory for each application, does that mean that a given user would need to create an account for each application independently? (ie. in my case a new user has to fill out their Name/email/password 4 times instead of just once).

As a side note, Is it possible to integrate Hip-Chat with Crowd? It's not listed in the "[Adding an Application](https://confluence.atlassian.com/display/CROWD/Adding+an+Application)" section.


Answers:
author: Jo?o Palharini
body: Hi Johannes!

There is no need to create a directory for each application, however, you could use the same directory server you already have and use different DNs on its filters to sync only users that will logon to that application. But again, there is no need to do so if you are willing to setup a SSO environment for all users to have access to all applications.

The only thing you need to make sure of is to have the required groups for each application on your directory server.

Regarding HipChat, it's possible to integrate it with Crowd, but only on HipChat's **Server** edition, not the **Cloud** one ([hipchat.com](http://Hipchat.com)). [Here](https://confluence.atlassian.com/display/CROWD/Integrating+Crowd+with+Atlassian+HipChat) is the document explaining how to do so, I'll also update the document you pointed out to mention HipChat as well.

--  
Cheers!

Joao

comments: author: JamesT
body: It seems like I may have just posted a similar question: <https://answers.atlassian.com/questions/38830373>

If you use a single Directory for multiple applications, how do setup different filters for those apps? When I look in Bitbucket for example, there really aren't any options to filter the users in that Directory. In Crowd, there are options to limit which groups can login from that app to that Directory, but no LDAP-like filters in the Application config. And all the users in the Directory consume a license in the app, which is definitely not going to work for us...


Tags: bamboo

confluence

hipchat

jira

user-directory
Is JIRA licence needed with JSM for an Agent
Asked by St?phane Hall?:

Hello,

Do we need a licence for Jira (Core) and Jira Service Management (JSM) to be able to develop an ITSM within JSM?


Answers:
author: Samuel Gatica
body: Hi [@St?phane Hall?](/t5/user/viewprofilepage/user-id/5103243)

Welcome to the community!

To develop and use IT Service Management (ITSM) capabilities within Jira Service Management (JSM), you only need a license for **Jira Service Management**. JSM includes all the necessary features to develop ITSM workflows, manage requests, incidents, changes, and assets.

1. **Jira Service Management (JSM):**

   * JSM is designed specifically for ITSM and service desk management. It includes features like request management, incident management, change management, problem management, and more, tailored to ITSM needs.
   * A JSM license includes all the core Jira functionalities you need to develop ITSM processes. This means you can create projects, workflows, and configurations directly within JSM.
2. **Jira Core:**

   * Jira Core is the base product for generic project management and is typically used by business teams for task tracking and project management.
   * If your organization is only developing ITSM capabilities within JSM, a separate Jira Core license is not required. JSM includes Jira Core's capabilities as part of its offering.

Hope this helps!

Best regards

Sam

comments: author: Dave Rosenlund _Trundl_
body: [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) is not wrong, [@St?phane Hall?](/t5/user/viewprofilepage/user-id/5103243); however, I would remind both of you that Jira Core is no more.

Jira Core + Jira Work Management + Jira Software = (just) **Jira** (now).

Jira Service Management remains a separate product.   

[**Welcome to the next era of Jira**](https://www.atlassian.com/blog/announcements/the-next-era-of-jira)

-dave


Tags: cloud

jira-service-management

jira-service-management-cloud
How to implement CROWD LDAPS
Asked by Young__Hahn:

Hi

I am trying to connect the Crowd to LDAPS and I cannot find any documentation about the LDAPS implementation.

LDAP was very straight forward by reading the documentation.

However, LDAPS is using certificate that I have.. I don't know how I can implement this..

I cannot find any related answer for this either.

Does Crowd not support LDAPS? or can someone help me how to set this up?

Thank you


Answers:
author: rrudnicki
body: Hi Young,

I believe this documentation is useful for you:

<https://confluence.atlassian.com/display/CROWD/Configuring+an+SSL+Certificate+for+Microsoft+Active+Directory>

In case you aren't using Active Directory, you also can follow this documentation to an OpenLDAP from step 3 once you already have the LDAP certificate.

Also, this another documentation can help you with SSL troubleshoot on Crowd:

<https://confluence.atlassian.com/display/CROWD/Troubleshooting+SSL+certificates+and+Crowd>

Hope this helps.

Renato Rudnicki

Atlassian Support


Tags: ldap
Jira API Issues after updating URL
Asked by gregory_wallace:

I have created a number of daily and manual reports for Project A relating to issues. They leverage Jira API with JQL queries. After the migration, they no longer work (after updating the URL). For one of the reports, I'm getting the following errors. Has anything changed with our views, permissions, or custom settings that would cause this?  

"Field 'tax year' does not exist or this field cannot be viewed by anonymous users."  
"Field 'issuetype' does not exist or this field cannot be viewed by anonymous users."  
"The value 'Forms Migration Demo' does not exist for the field 'project'."  
"Not able to sort using field 'summary'."  
"Not able to sort using field 'tax jurisdiction'."

How do i fix these issues?


Answers:
author: Jim Knepley - ReleaseTEAM
body: > does not exist or this field cannot be viewed by anonymous users

This suggests to me that your API tokens are somehow invalid. Maybe reconfigure the reports to use some fresh tokens?

comments: author: gregory_wallace
body: [@Jim Knepley - ReleaseTEAM](/t5/user/viewprofilepage/user-id/5333848)

Thanks. I'l try that now.


Tags: cloud

jira-service-management

jira-service-management-cloud
Voice - All countries phone numbers are up to date?
Asked by Antonio Jo?o Schwartz Soares:

In this page:

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sms-and-voice-notifications/#Contact-information>  

In the "Voice - All countries", we have a list of phone numbers.  
Is it up to date?


Answers:
author: Samuel Gatica
body: Hi [@Antonio Jo?o Schwartz Soares](/t5/user/viewprofilepage/user-id/5561236)

Welcome to the community!

That's the official Atlassian documentation, hence it should be up to date.

You can also get a confirmation from [Atlassian Support](https://support.atlassian.com/contact/#/)

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
I can't see the ?component? field in the event fields.
Asked by Anabela Abraham:

I created the components within the project, however it is not available for use in any of the issues whether as a visible or hidden field, I do not know what can happen. Thanks


Answers:
author: Mark Higgins
body: Hi [@Anabela Abraham](/t5/user/viewprofilepage/user-id/5561213)

Welcome to the community!

Just paraphrasing your issue.

From the Request Types, when you sleect a request type, you are not seing the field Components in either the list on the right (when you search), or in the request view, or issue view.

![Screenshot 2024-08-06 075105.png](https://community.atlassian.com/t5/image/serverpage/image-id/340122i7B14177D9C55149A/image-size/large?v=v2&px=999 "Screenshot 2024-08-06 075105.png")

If the field is not appearing then, go check the Screens to see if it is missing from there.

![Screenshot 2024-08-06 074955.png](https://community.atlassian.com/t5/image/serverpage/image-id/340123i0C2E73B178B31845/image-size/large?v=v2&px=999 "Screenshot 2024-08-06 074955.png")

Hope this helps.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
SSO integration issues, new users unable to log in
Asked by nilo soto:

Around Nov. 2023 we implemented SSO for our Jira Environment. We used MSFT Entra-ID to do this. At first everything ran fine. Around April of this year we noticed that if a user was not already logged in and they clicked on a Jira hyperlink (via email, chat, confluence, etc.) that they would get a "Opps broken link" message after authentication. If they clicked on the link again it would work. This only would happen is the user was not logged in. Approx 2 weeks ago we updated to 9.12.10. The broken link issue is still occurring but now we have another issue. Anyone who has never logged into Jira in the past is now getting a "user does not have permission" message when attempting to log in for the first time. This is only affecting users who have never logged into Jira. Now if we bypass the SSO and log the user in manually they are able to log in and from that point forward they can use SSO to log in. I currently have a support ticket in with both Atlassian and MSFT and so far have been unable to resolve either issue. Has anyone else seen or dealt with these issues before?


Answers:
author: Rahul Krishna Vangara
body: We did the same process. But don't have any broken link issues. For new users, we are manually unchecking force login checkbox in the Entra SSO plugin in Jira, to make the users login using their username and pw.

But doing this for every new user is very tedious. This is just a workaround.

Any Update?


Tags: data-center

jira-data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

jira-software
Account field automation in a linked issue
Asked by Bhuvaneswari Vasudevan:

I have a Service project where a ticket gets created when a customer calls in with issues. Based on the type of request a duplicate issue is created in another Service project. Account code from the main project needs to be copied to the duplicate issues that are created in other projects. Can you suggest on how to setup this automation?

For example: Main-Project - This is my parent Service Project

Based on category A or B, duplicate issue gets created in ProjectA or ProjectB.

Once the issue in ProjectA/ProjectB is resolved the issue is closed in Main-Project.

Problem: Main-Project will have a default account code that needs to be copied to the issue created in project A/Project B.

At present I have setup automation rules for setting account code when an issue is created in Main_project, Project A, Project B or when any issue is moved to these projects. However when duplicate issue is created, this doesn't seem to work.


Answers:
author: Trudy Claspill
body: Hello [@Bhuvaneswari Vasudevan](/t5/user/viewprofilepage/user-id/5345298)

What process are you using to create a duplicate issue? Are you doing that within the workflow of the Main project, or are you using an Automation Rule to create the duplicate issue?

If you are using an Automation Rule, please show us the full Automation rule and the details of the action where the issue is getting created.


Tags: cloud

jira-service-management

jira-service-management-cloud
Timestamp missing
Asked by gregory_wallace:

In Jira cloud when i click the History tab under and issue there are no timestamps shown. I have admin, developer and user permissions for the project. What am I missing?


Answers:
author: Ingo Volkhausen
body: Hi Gregory,

I think I see your point.  

Under History Tab in our Environment it shows a easy to read Timestamp like "last month" etc per default. Just try to click on it and you will get more details.  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/340248i796D8F78B1925124/image-size/large?v=v2&px=999 "image.png")


author: Samuel Gatica
body: Hi [@gregory_wallace](/t5/user/viewprofilepage/user-id/4840220)

Could you please provide some screenshots that illustrate the issue?

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
I am trying to copy down the Request participants down to another field
Asked by Scott Schellhardt:

Heres the context:   

Essentially I am trying to copy down the Request participants field to a single user select custom field within the same ticket.   

When the rule is run, it comes back successful however the data does not copy.   

I am using JSON to do this, is something wrong with my code ?   

TIA  
![Screenshot 2024-08-05 at 12.02.07?PM.png](/t5/image/serverpage/image-id/340053i19074E7773445269/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 at 12.02.07?PM.png")


Answers:
author: William Calesco
body: Hi Scott,  

Firstly, you are trying to copy multiple values to a single value field, which won't work.  

You need to select one object of that array, even if you have only one.  

Here is how you do it:  

1 - In the image below, I have 2 values for the req participants field

![Screenshot 2024-08-05 at 13-45-51 ISMS-1 Preciso de um novo telefone - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/340060i1B0B41DBB37468E6/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 at 13-45-51 ISMS-1 Preciso de um novo telefone - Jira.png")

2 - In your automation, you need to make sure you are selecting only one value for that field, in my case I would like to pick the first value (automation for jira) and copy it to the 'reporter' field (single select user field), for that I use 'customfield_value.first' ..   
You can also use .last or .get() to define which one you want.  

<br />

<br />

![Screenshot 2024-08-05 at 13-44-33 Rule builder - Automation - IT SERVICE MANAGEMENT SHOWCASE - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/340059iD2421ADF3BA7F620/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 at 13-44-33 Rule builder - Automation - IT SERVICE MANAGEMENT SHOWCASE - Jira.png")  

3 - After running it:  

![Screenshot 2024-08-05 at 13-51-00 ISMS-1 Preciso de um novo telefone - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/340062iCCB21677330CE4B2/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 at 13-51-00 ISMS-1 Preciso de um novo telefone - Jira.png")

comments: author: Scott Schellhardt
body: [@William Calesco](/t5/user/viewprofilepage/user-id/5447291) Now to clarify further, say I were to make the Req participants copy field a multi user select, how would I define that I want to be able to add all members of the request participants field to the copy field ?


author: William Calesco
body: [@Scott Schellhardt](/t5/user/viewprofilepage/user-id/5337321)   

If both fields are \`Multi user select\` then do this:  

![Rule-builder-Automation-IT-SERVICE-MANAGEMENT-SHOWCASE-Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/341002iB576C3487F8BB64C/image-size/large?v=v2&px=999 "Rule-builder-Automation-IT-SERVICE-MANAGEMENT-SHOWCASE-Jira.png")

Here I am capturing all users from 'Approvers' and adding them to 'Request Participants'


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue gets cancelled in Jira Service Management when alert is closed in Opsgenie
Asked by Kundan Bonde:

Hi Community,  

I have done a JSM-Cloud to Opsgenie integration. And for all alerts created by a third-party integration I create an issue in JSM-Cloud. So, I have set-up an issue creation rule for a tags value "jobs" and attached are the update action on the issue. The first 2 actions are working fine, but when the third action is triggered, my issues doesn't get resolved rather it gets "Canceled".  

Any help is much appreciated, thank you!!  

Note: Both of the tools have connected Atlassian, so I do not have any rule or webhook in JSM Cloud.  

![image.png](/t5/image/serverpage/image-id/340015i3A9E403D759479FE/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Connor
body: Hi [@Kundan Bonde](/t5/user/viewprofilepage/user-id/5472162) you need to check the workflow used by the JSM issues. Depending on the issue status when the alert was closed, the transition to "Canceled" status may be the only available transition to a "Done" status. Or maybe you have several transitions available, and JSM is picking which transition to use alphabetically. (**Note:** I'm just guessing it might be alphabetical, I haven't found any documentation where Atlassian explains the logic used for determining which transition to use when there are multiple available.)

I encountered this same problem, and the cause for me was because I had multiple transitions available. One transition to "Completed" status and another to "Canceled" status. I resolved this by updating the workflow to add a condition to the canceled transition that only allows users in the project roles to use the transition, which excludes Jira itself and add-ons.

comments: author: Kundan Bonde
body: Hi Connor,  
Thanks, and yes it was exactly the case. So instead we used an automation within Jira that closes the issue when we received a comment with the text "closed alert" in from opsgenie.


Tags: cloud

jira-service-management

jira-service-management-cloud
Best practices for JSM channel and customer access
Asked by Lucas de Souza:

Hello Everyone.

I would like to ask what are the best practices for JSM because at the moment a project I am working on we set:

* the project channel to be open;
* Customers can search for other customers within their projects or organizations.

We add only a group which includes all users in the project instead of each user individually.

Best Lucas.


Answers:
author: Dan Breyen
body: [@Lucas de Souza](/t5/user/viewprofilepage/user-id/5333980) it all depends on your requirements. I would say most customers shouldn't see each other's tickets. I don't want my users to be sharing their Service Request with everyone in the organization.

So it's hard to say "Here's the best practice" without knowing how you want your environment setup. I would just go through the configurations and ask yourself, is this a function I want my users to use. I turned several things on/off and then after a bit went back and switched it around to make my use case work better. So what may be best practice in my situation, might not work for your users in your situation.

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Knowledge Base JSM
Asked by Ricky Innes:

Do you need a confluence license to use JSM?


Answers:
author: Kris Dewachter
body: Hi [@Ricky Innes](/t5/user/viewprofilepage/user-id/5543327) ,

Welcome to the Community.

You only need a license if you want to use Confluence as a Knowledge Base, connected to JSM.

Only backoffice users (agents) that edit information in Confluence, need a Confluence license.

JSM Customers, who only access the KB via the portal, don't need a Confluence license.

Best regards,

Kris


author: Ingo Volkhausen
body: Hi Ricky,  

if I understand you correct, you are using JSM and have registered users there where you do pay for already.  

If you want now to introduce Knowledge-Base from within JSM (so Agents can update and Customers can Read), you do not need any additional licenses. Just if you want to use more Confluence features, licenses are needed.  

Just try it out and create from JSM a KB and you will see.


Tags: cloud

jira-service-management

jira-service-management-cloud
JIRA Mail Handler publishes a comment to JIRA from email with technical information and the previous
Asked by Tony Montana:

JIRA Mail Handler publishes a comment to JIRA from email with technical information and the previous response. How to comment only Response?  


Answers:
author: Samuel Gatica
body: Hi [@Tony Montana](/t5/user/viewprofilepage/user-id/618001)

Please check this similar post

[Is there anyway to only include the reply part of emails to a comment?](https://community.atlassian.com/t5/Jira-questions/Is-there-anyway-to-only-include-the-reply-part-of-emails-to-a/qaq-p/876693)

Hope this helps.

Sam

comments: author: Tony Montana
body: Hi. It will be working if Email come once. But if Email suche type as RE: with two From: how it works?


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Email Request
Asked by Mar Angelo L_ Tareno:

how to configure to accept all incoming email on created atlassian Email?

I need to accept the Auto-Reply mail so it can proceed to creation of request.

example email  

asdf@sample.atlassian.net

![Screenshot 2024-08-05 173050.png](https://community.atlassian.com/t5/image/serverpage/image-id/339966i85E8E3C9412DA302/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 173050.png")


Answers:
author: Anusha A
body: Hi Mar,

Welcome to Atlassian Community!

Your issue is probably being caused because the Jira email handlers are reading the **header** of the emails sent and they are returning **Auto-Submitted: auto-generated**, so the system automatically rejects the email.

To avoid this problem, you can configure your allowlist to make the email handlers from Jira to stop filtering out those emails:

1. From your service project, select **Project settings** \> **Email requests**.
2. Select **More** () \> **Manage allowlist**.
3. Select **+ Add domain name**.
4. Enter the domain name (do not include @).
5. Select **Save** ().

You can check more details in the documentation below:

* [How are domains added to the allowlist?](https://support.atlassian.com/jira-service-desk-cloud/docs/how-are-domains-added-to-the-permitted-list/)

Further reading -

* [How does Jira Service Management process email requests?](https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/#Email-processor)

Hope this helps, let us know if you have any questions.

Regards,

Anusha A


Tags: cloud

jira-service-management

jira-service-management-cloud