youngmon/atlassian-qna huggingface dataset:
Automation rule definition
Asked by lapacquah.bryant:

Hello,

We are having an issue were the parent tickets are not closing once child ticket is closed.

An Automation rule is showing errors, checking to see if you can provide an explanation for the error message. This automation rule is used by multiple projects.

![Screenshot 2024-07-11 at 2.50.56?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/335086i08E29B3AF33AF8FE/image-size/large?v=v2&px=999 "Screenshot 2024-07-11 at 2.50.56?PM.png")

Thank you in advance for your assistance.


Answers:
author: Jehan Bhathena
body: Hi [@lapacquah.bryant](/t5/user/viewprofilepage/user-id/4876239)

Can you share the Branch Rule that is configured in this automation?

From the error there are 2 points to check:

1. Branch rule doesn't find any thing related to trigger issue

2. Jql in one of the conditions that you've decided

comments: author: lapacquah.bryant
body: Please see rule details, it has been working just seem to have an issue working this week. Thank you ![Screenshot 2024-07-12 at 9.18.53?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/335306iD55EEA90275EE264/image-size/large?v=v2&px=999 "Screenshot 2024-07-12 at 9.18.53?AM.png")


author: Mark Higgins
body: Hi [@lapacquah.bryant](/t5/user/viewprofilepage/user-id/4876239)

I'm not sure why your automation is not working, as we would need some more details.

However , using AI, JSM built the following rule, which looks to do the work.

![Screenshot 2024-07-12 141143.png](https://community.atlassian.com/t5/image/serverpage/image-id/335156iB3DE3AC8A48A9CE5/image-size/large?v=v2&px=999 "Screenshot 2024-07-12 141143.png")

If an issue is transitioned, then branch on For Parent

If there is a Parent, then run the JQL to see if all teh Children are done, and if so then transition the parent to Done.

Hope this helps.

Mark

comments: author: lapacquah.bryant
body: Thank you for the update, however this rule is configured differently..


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue not found
Asked by lapacquah.bryant:

Hello,

Checking to see if there is a log for checking for deleted tickets/issues. When I review Audit Log I do not see any activity for the ticket in question.

We received the following message when trying to access a requests.

I have reviewed permissions and all issues and unable to find ticket.

Adding user to project does not work either..

![Screenshot 2024-07-11 at 1.09.41?PM.png](/t5/image/serverpage/image-id/335074i50EBA506FE9636DC/image-size/large?v=v2&px=999 "Screenshot 2024-07-11 at 1.09.41?PM.png")

Thank you


Answers:
author: Aaron Pavez _ServiceRocket_
body: Hi [@lapacquah.bryant](/t5/user/viewprofilepage/user-id/4876239)

Sadly the audit log doesn't log Deleted issues:

<https://jira.atlassian.com/browse/JRACLOUD-59371>

There is a workaround worth exploring.

If you don't want them to delete issues, you can remove the permissions for a group of users.

Regards

comments: author: lapacquah.bryant
body: Thank you I will review and follow up.


author: Nicolas Grossi
body: [@lapacquah.bryant](/t5/user/viewprofilepage/user-id/4876239) Hi! it appears that your instance has 2 possible problems:

1 - your issues has been deleted or achieved.

2 - the user logued has not the right permissions to access the requested issue key.

HTH

Nicolas

comments: author: lapacquah.bryant
body: Thank you for the update. Yes, we think it was deleted, however we both have permission and still receive the attached message. There is no issue security rules, etc. When checking permissions via the helper the issue is not located.

Question does this group mean anyone who has access to Jira instance can see this issue..

* Service Project Customer - Portal Access

Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Why does this automation say "no action performed" and "the following issues did not match the c..."
Asked by djohnson:

Why does this automation say "no action performed" and "the following issues did not match the condition: "   

I am attempting to change priority when the issue type field is changed (the ticket getting updated is the trigger).

![JiraAutomation.png](/t5/image/serverpage/image-id/335063iE2E4B2AED59B9F69/image-size/large?v=v2&px=999 "JiraAutomation.png")


Answers:
author: Aaron Pavez _ServiceRocket_
body: Hi [@djohnson](/t5/user/viewprofilepage/user-id/5261788)

Can you share a screenshot of thethe audit log please?

Regards

comments: author: Aaron Pavez _ServiceRocket_
body: I got it. It will run only against the first IF.

Use an IF/else for this.

![2024-07-11 13_48_53-Audit log - Automation - CaseSF - Jira ? Mozilla Firefox.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/335067i18C459BE55DF2EA9/image-size/large?v=v2&px=999 "2024-07-11 13_48_53-Audit log - Automation - CaseSF - Jira ? Mozilla Firefox.jpg")

But try not to do it when the issue is updated. that will run every time one issue type is updated and you can run out of automation.

Regards


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Forms Customization
Asked by Meghan Graham:

Hi! Is there a way to populate form fields based the response to an initial field? We have a customer intake form, but need to populate some questions based on the customer completing the form. I was hoping there was a way that Jira could populate a form based on the user (email or IP they are coming from), but it does not appear that is the case. We can not disclose client names to other clients so a drop down or toggle would not work. My next thought would be a scenario where client fills in Client Name (Customer) and if it matches X, then X fields populate. If it matches Y, then Y fields would be visible.

Can anyone help? TY!


Answers:
author: Christopher Yen
body: Hi Meghan,

In regards to having conditional visibility of fields based on prior field values that can be done using Forms in JSM (Project Settings \> Forms) You can add sections with conditional visibility and then add the fields you'd like within that section. After it's setup then attach the form to the request type

![2024-07-11 13_09_14-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/335092i4420AE5A49EB8A79/image-size/large?v=v2&px=999 "2024-07-11 13_09_14-Window.png")

Auto populating fields based on previous values is a little more difficult and requires scriptrunner. I personally avoid using scriptrunner because it becomes difficult to manage with multiple admins in one environment but I found a link that touches on a similar question with an answer.   

<https://community.atlassian.com/t5/Jira-questions/Conditionally-set-field-value-based-on-other-field-value-on/qaq-p/460864>

Hope this helps!

comments: author: Meghan Graham
body: [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) thank you for your response. When I go to add a condition, the Field to select under "When" has no criteria to select, even though my form is built. Can you advise as to what I may be doing wrong? Thank you!![Screenshot 2024-07-12 092520.png](https://community.atlassian.com/t5/image/serverpage/image-id/335288iD6D97F36FDAE5DC3/image-size/large?v=v2&px=999 "Screenshot 2024-07-12 092520.png")


author: Christopher Yen
body: Hi [@Meghan Graham](/t5/user/viewprofilepage/user-id/5541831)

Move the section below the field you'd to select under When. It will only show the fields that are above the section


Tags: cloud

jira-service-management

jira-service-management-cloud
Impossible de red?marrer un compte - Your Atlassian Cloud products are suspended
Asked by fabien martre:

Bonjour,

J'ai un tableau jira pour mon service marketing mais du jour au lendemain sans pr?venir j'ai ce message  

![Capture d??cran 2024-07-11 171940.png](https://community.atlassian.com/t5/image/serverpage/image-id/335022i605CEE55DE861E34/image-size/large?v=v2&px=999 "Capture d??cran 2024-07-11 171940.png")

or quand je vais dans admin il ne me reconnais pas  
c'est un assez vieux compte donc je ne sais plus qui dans l'equipe l'a cr??  

Avez vous une id?e de comment r?soudre ce souci?

Bien ? vous


Answers:
author: Christopher Yen
body: You might have to contact support to find out what the issue is.

<https://support.atlassian.com/jira-service-management-cloud/>

I've received this message before but for a different product, We have 4 free licenses for Jira product discovery and when we go over the 4 licenses we get the same message and someone from Atlassian support has to reactivate even after we reduce our license count


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
convert portal only customers to SAML single sign on but retaining existing profile (merge?)
Asked by Chris Aldridge:

We are interested into setting up and using the new SAML identity providers in JSM for portal only customers, so that our customers could use existing b2c credentials to access JSM too.

Thing is, these customers already exist in JSM.

Is there a way to combine them together?

Or move a portal only (username and pw) user to be managed via the new identity provider?

Will a user with the same email now logging in via a new ID provider inherit all his previous issues?


Answers:
author: Aditya_miniOrange
body: Hi [@Chris Aldridge](/t5/user/viewprofilepage/user-id/1835000)

I understand that you want your portal-only customers to use their existing Azure B2C credentials to access the JSM portal while retaining access to their previous tickets.

We have a solution using which we can effectively meet these requirements. It will allow you to keep your current Identity Provider, enabling customers to raise new tickets and access their previous ones without needing to switch to a new provider.

If you would like a demo of the app please raise a service request [here](https://miniorange.atlassian.net/servicedesk/customer/portal/2) and a miniOrange representative will help you with all the details.

PS: I work for miniOrange, One of the Security vendors in Atlassian Marketplace.

Thanks,

Aditya


author: Misty Moore
body: Hello,

Certainly! It's great that you're looking to set up SAML identity providers in Jira Service Management (JSM) for your portal-only customers. Let's break down your questions:

Combining Existing Customers with SAML Identity Providers:  
Yes, you can combine existing portal-only customers with the new SAML identity providers. When you configure SAML single sign-on (SSO) for JSM, existing portal-only users can authenticate through your organization's identity provider.  
Follow the instructions to add an identity provider to Jira Service Management. This process allows you to secure customers with access to your help center using SAML SSO.  
Note that this is separate from adding an IdP for internal users.  
Moving Portal-Only Users to the New Identity Provider:  
You can transition a portal-only user (who currently uses a username and password) to be managed via the new SAML identity provider.  
Configure SAML SSO following the instructions provided here.  
Once set up, the user will log in via the new ID provider, and their existing account will be associated with it.  
Inheriting Previous Issues:  
When a user with the same email logs in via the new ID provider, their previous issues will remain intact. The transition to SAML SSO won't affect their issue history.  
Remember to follow the specific steps outlined in the Atlassian documentation to ensure a smooth setup. If you encounter any issues during the process, feel free to ask for further assistance. [MyCenturaHealth Org](https://www.mycenturahealth.com.co)

Best Regards

misty569


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal does not translate everything into Slovak language
Asked by Dominika Trnkov?:

I create service projects for our customers who are from Slovakia and Czech Republic. The problem arises especially when translating the portal. I have Jira SM set to English by default, the entire portal is translated into Czech right, but entire portal is not translated into Slovak. For example, it doesn't translate on landing page: "search for information". When I click on the profile, it does not translate: "requests, profile, log out". When I click on the request, it does not translate the main menu: "type, reference, summary, status, requester, created date, priority". Also is does not translate filters. It also does not translate sentence: "Required fields are marked with asterisk". Is it a current bug, or the Slovak language is not that support like Czech language?

![Sn?mka obrazovky 2024-07-11 162527.png](https://community.atlassian.com/t5/image/serverpage/image-id/335001i63C665276756ECF8/image-size/large?v=v2&px=999 "Sn?mka obrazovky 2024-07-11 162527.png")![Sn?mka obrazovky 2024-07-11 162606.png](https://community.atlassian.com/t5/image/serverpage/image-id/335002iA8FF4F647E54505C/image-size/large?v=v2&px=999 "Sn?mka obrazovky 2024-07-11 162606.png")![Sn?mka obrazovky 2024-07-11 162621.png](https://community.atlassian.com/t5/image/serverpage/image-id/334999i757AC033DE9C78E9/image-size/large?v=v2&px=999 "Sn?mka obrazovky 2024-07-11 162621.png")![Sn?mka obrazovky 2024-07-11 162727.png](https://community.atlassian.com/t5/image/serverpage/image-id/335000iB3A337340EADDBF2/image-size/large?v=v2&px=999 "Sn?mka obrazovky 2024-07-11 162727.png")


Answers:
author: Nicolas Grossi
body: [@Dominika Trnkov?](/t5/user/viewprofilepage/user-id/5541653) Welcome, as you have an standard license you might want to contact support.atlassian.com

HTH

Nicolas

comments: author: Dominika Trnkov?
body: I already did it, but I'm still waiting for an answer.


author: Klara Bras
body: Unfortunately Slovak Language is not supported for the time being and not everything is translated. I am struggling also with this problem.

(supported languages: <https://support.atlassian.com/atlassian-account/docs/manage-your-language-preferences/>)

You can vote for feature request [here](https://jira.atlassian.com/browse/JRACLOUD-6798)


Tags: cloud

jira-service-management

jira-service-management-cloud

language
Invite Users as Jira Service Management - Customer
Asked by MJCorcoran:

I want to invite new users to have accounts in Atlassian Guardian and to be able to log into any of the portals across our several projects. If I add them as "Jira Service Management - Customer" on the screen below, does that make them a customer in *all* the projects? And on that screen, what does it do for them if I add them to the "jira-servicemanagement-customers-xxxxx" group?

Thanks!

![Jira Invite Users.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/335015iA2E9202D168DF4F1/image-size/large?v=v2&px=999 "Jira Invite Users.PNG")


Answers:
author: John Funk
body: Hi MJ,

It depends on the Permission Scheme and the Project Roles you have setup for each of the projects as to whether the Customers will be able to access ALL projects.

comments: author: MJCorcoran
body: Thanks John.

In looking at our primary service desk, **Service Project Customer - Portal Access** has the permissions to create/browse/assign/close/edit issues. That's where I currently assign new staff users. Customers need to log into the portal to access and send requests.

If I edit the project permissions (below), I can add the **Service Desk Customers** Role to (for example) the Browse Projects permission. Is that the same **Service Desk Customers**from the Invite Users screen (above)?

![JiraPermissions.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/335030i25220189E47D7C2E/image-size/large?v=v2&px=999 "JiraPermissions.PNG")


author: MJCorcoran
body: Or maybe I need to create new users in the admin "Invite Users" dialog and then add them to a group (that I would add here) that is a member of the project?

![JiraPermissions2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/335032iCE40DA1EE7AE6A90/image-size/large?v=v2&px=999 "JiraPermissions2.PNG")


author: John Funk
body: Yes that is the same role. However, your first screen shot is applying the role to the permission. The second screenshot is applying the person to the role. You definitely need to do the second. And maybe the first one.


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue visible to user but in filter get "You Dont Have Access"
Asked by Sheri Widler:

When clicking directly on a url we can see an issue in jira service but in a filter navigating through the search results we get You dont have access to this issue?   

Issue visible to user but in filter get "You Dont Have Access"


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Sheri Widler](/t5/user/viewprofilepage/user-id/4925887)

do I understand correctly, that when accessing the Filter, the user gets no search results at all?

That would indicate that the filter isn't shared with that user. A filter has its own permissions so regardless whether a user is permissioned to view a specific issue, it might not be visible to him when accessed via a Filter.

Check out how to set Permissions here: [Manage filters \| Atlassian Support](https://support.atlassian.com/jira-cloud-administration/docs/manage-shared-filters/)

comments: author: Sheri Widler
body: Sorry, no. The user created the filter, and gets results. When paging through each issue in detail view when they get to ONE issue out of 100's it says You Dont Have access.   
But copying and pasting that URL they can see that one issue directly


author: Rebekka Heilmann _viadee_
body: Odd - have you double checked the Browse Project \& Edit Issue Permission with the Permission helper?


Tags: cloud

jira-service-management

jira-service-management-cloud
Why a customer can't share request other customers with +Share.
Asked by Vera Valshonok:

+Share option is not available to a customer of our jira project on the ticket, Why is that? He needs to share it with some of other customers on the same project.

a user that's trying to see + share is not a reported of a ticket.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

most likely, it's due to restricted Customer Permissions. In the project go to Administration \> Customer Permissions.

You can set with whom a Customer can share their request - this also affects who they can @-mention. You can pick between anyone in the project, people from their Org or people from their Org + manually inserted Accounts.

comments: author: Vera Valshonok
body: Hi! Thanks , but will it influence all the other jira projects is its global Adinistration? I would like to fix it only for this project.


author: Rebekka Heilmann _viadee_
body: No it won't as this is a project setting.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to grant a Jira Service Management License and Service Project Agent permission on a project?
Asked by Johan Pulles:

For a service project (company managed project) we would like to give multiple people, that thave the role Service Desk Team, the option to create issues and / or set an assignee for a certain project issue.

I thought that I could manage this via using a permission scheme and actions, edit permissions, grant permission, and adding specific issue permissions but apparently this is not working.

Looking at a specific person (people) which have access to a project with the permission helper I fill in the user, issue , permission and click on Submit

Status x Summary is Jira Service Management has overridden this permission; details The user must have a Jira Service Management license and Service Project Agent permission on this project . Such a detail record is visible clicking on the option 'Show failed conditions'.

Is this possible with granting the Jira Service Management License via an admin account?


Answers:
author: Marc - Devoteam
body: Hi [@Johan Pulles](/t5/user/viewprofilepage/user-id/5525848)

Welcome to the community.

Only org, site or user admins are able to grant licenses (product access).

See here how to mange user in the Atlassian user management, access you user management via [admin.atlassian.com](http://admin.atlassian.com)

<https://support.atlassian.com/jira-cloud-administration/docs/create-edit-and-delete-users/>


Tags: cloud

jira-service-management

jira-service-management-cloud
How to change resolution status of already closed issues
Asked by Thierry Bouvet:

Hello,

I have some issues which are closed but without a resolution.

Is it possible to add a resolution (maybe with automation) ?

Thanks


Answers:
author: Prachi Bolar
body: Hi Thierry,

Welcome to the Atlassian Community.

Please check this article on how to set the resolution to issues that are in close status : <https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html>

Thank you

comments: author: Thierry Bouvet
body: Thanks [@Prachi Bolar](/t5/user/viewprofilepage/user-id/5217155)

But the problem is that issues are from customers (from a service portal) and so I'm looking for a solution "not visible" for my customers.

Do you think if I add a temporary transition, my customers will see the update ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Service Management project with all features
Asked by Yatish Madhav:

Hi - this may be an odd question but is it possible to have a single Jira Service Management project with every possible JSM feature in it as on this documentation:

<https://support.atlassian.com/jira-service-management-cloud/docs/get-to-know-the-main-jira-service-management-features/>

I ask this because we are trying to simplify our multiple JSM projects and numerous request types to a much simpler, almost 1 project flow but we want to bucket all access, change, support, incident, etc tickets into the 1 project and categorize them by request types etc.

Is this possible?

Thank you

Yatish


Answers:
author: John Funk
body: Hi Yatish - Sure, that should be possible. I would say be sure to create unique Issue Types and/or Components for each of the Request Types. I know that doesn't sound like simplifying but it is still better than multiple projects and should help with potential reporting and Queue creation. And it allows you to more easily have different workflows (and approvals) based on the different issue types.


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
About "Re-acquire issue data" as an action in JSM automation
Asked by ?? ?:

One of the actions in JSM automation is "Re-acquire issue data." If I use this action multiple times in an automation rule, will it cause a load or slow down the process?


Answers:
author: John Funk
body: Hi [@?? ?](/t5/user/viewprofilepage/user-id/4679103)

@If you use it to much, yes. However, there is a new Delay action for Automation rules for Premium subscriptions which should help with that.

comments: author: ?? ?
body: ?there is a new Delay action for Automation rules for Premium subscriptions?

What specific action is this?


author: YY Brother
body: <https://community.atlassian.com/t5/Jira-Service-Management-articles/Rolling-out-now-for-automation-time-delay-action-new-connectors/ba-p/2745704#M4798>

Please NOTE:

*these features are still in the early stages of rolling out to Premium and Enterprise customers and will be generally available later this month.*


Tags: cloud

jira-service-management

jira-service-management-cloud