youngmon/atlassian-qna huggingface dataset:
Not able to transition issue
Asked by Samardeep Khera:

HI there,

We are facing a strange issue, couple of users are not able to change the state of issues e.g. from open to in-progress getting error "User XXXX is not assignable". Although they are being assigned to issue while creating one. If they change the status and keep it assigned to themselves, they are not able to do that.

I've tried all available solutions on web and forums run through permission check also all steps passed. Even tried to assign them Admin role, but even then the issue persists.

Any help is appreciated.


Answers:
author: Trudy Claspill
body: Hello [@Samardeep Khera](/t5/user/viewprofilepage/user-id/5584672)

Welcome to the Atlassian community.

Have you reviewed the workflow, looking at the configuration of the transition for validators or post functions that might cause this? Also look at the Properties of the current and destination status.


Tags: assignable-user

cloud

issue-transition

jira-service-management

jira-service-management-cloud
what is "Execute routing" stand for?
Asked by austin_gu:

Hi Support,

I am not able to see any documentation related to JQL "Execute routing"

While i see some expression like Execute routing is EMPTY or "True"

can you help explain the usage of this expression?

Thanks.


Answers:
author: YY Brother
body: Hi [@austin_gu](/t5/user/viewprofilepage/user-id/4157915)

Welcome to our Community.

Could you share the screenshot so that we can see where or what scenario you had that mention?

Thanks,

YY?

comments: author: austin_gu
body: sure. it is used in SLA settings.![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/345683i681C1D3CF2376D6F/image-size/large?v=v2&px=999 "image.png")


author: YY Brother
body: It looks like a custom field. You could ask the guy who creates it.


author: austin_gu
body: oh ok thanks


author: Joseph Chung Yin
body: [@austin_gu](/t5/user/viewprofilepage/user-id/4157915) -

I agreed with [@YY Brother](/t5/user/viewprofilepage/user-id/4083879) suggested. When a field is a customized field in your env, you will need to obtain the details on what is the usage of this field + data type etc... Most importantly, if the field is exposed to your project issues or not. Lastly, how one uses the field in the project.

Hope this also helps.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I allow my external customers to view my KB without allowing anonymouse access in Confluence
Asked by Otavio Cordoba:

Hello!  

<br />

I have this KB linked to my customer facing Help Center JSM Project.  

![img9.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/345651i662BE822A6A15630/image-size/large?v=v2&px=999 "img9.jpeg")

I have various of the articles from the above KB organized as topics within my Help Center.  

![img10.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/345654iBB433175D16A855D/image-size/large?v=v2&px=999 "img10.jpeg")

The main issue is that unless someone is added as an user to the Confluence page where the KB is, they simply do not see the recommended suggested article topics in the Help Center.  

For security reasons I do not want to enable anonymous access as I am placing lots of safeguards (organizations, only allow certain domains to create customer accounts, etc) for enhanced security.  

How can I have my customers be able to view the suggested articles/topics without enabling anonymous access in Confluence?  

I feel like my current settings of allowing logged in users should be achieving that, but all my tests so far have been unsuccessful.  

All help is greatly appreciated!


Answers:
author: Dan Breyen
body: [@Otavio Cordoba](/t5/user/viewprofilepage/user-id/5579077) if your External Users are using JSM, and they have access to the JSM portal, they should be able to see your KB articles w/o giving the articles only to access users.

I may be missing something, but all I did was follow this [Atlassian Knowledge article](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-knowledge-base-with-confluence/) to get everything setup so JSM had a Confluence Knowledge Base that users in the Portal can see.

Hope that helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Singular Service Account & API Token to Perform JSM REST API Calls
Asked by Katelyn Carriker:

I'm working on a Jira Service Management (JSM) project where we need to create tickets via API, and we're facing an issue that I hope some of you have be familiar with.

Current Situation: {#toc-hId--328465180}
----------------------------------------

We have a **single service account** and an associated API token, which we're using to make API calls for creating and updating tickets in JSM. However, all tickets created through the API are displaying the **service account** as the user, rather than the actual end user. We need the tickets to display the name of the **end user** who submitted the form, not the service account the API token is tied to.

Test Scenarios: {#toc-hId--2135919643}
--------------------------------------

Here are the test scenarios we're working with:

1. A new customer submits a ticket via our custom form (using API calls).

2. Existing customers submit and update tickets via the same form.

3. We want to ensure automated notifications are sent when customers reply to the tickets.

Question: {#toc-hId-351593190}
------------------------------

Is there a way to configure our REST API calls (using the service account and token) to **reflect the actual end user** on the ticket, rather than the service account?

I've read that OAuth 2.0 might allow us to act on behalf of individual users, but I'm not sure how to integrate that, or if it's the best route for us.


Answers:
author: Fernando Eug?nio da Silva
body: [@Katelyn Carriker](/t5/user/viewprofilepage/user-id/5489024) ,

Not sure which API call you're doing, but if you use the JSM REST API Call: [The Jira Service Management Cloud REST API (atlassian.com)](https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post)

You will able to send the actual end user as reporter just passing your 'email' in the field: **raiseOnBehalfOf** which simulate JSM portal interface.

Your payload should be like this: "raiseOnBehalfOf": "user-email"

It is important to ensure that this end user is already a customer of your project and has an account associated with your organization.

If you can't guarantee this, I suggest keeping the Service Account creating the tickets and collecting the 'email' of that end user in some additional custom field, just to avoid the risk of the request not being processed by the API.

Let us know if you have any questions.

comments: author: Katelyn Carriker
body: One of our use cases for this API is to create and allow users to submit tickets who are not already a customer in the JSM project.

We are using the JSM REST API calls.

We have attempted to use the **raiseOnBehalfOf,**however we see errors returned based off permissions/access.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can copying an Object Schema be customized?
Asked by carlos_pagan:

Feature Request:

Is there a possibility to be able to choose what to have copied over when copying an Object Schema? Or for any of the copying functions in a schema? For example, when copying a schema, if there can be an option to choose which object types and objects in the schema to copy along with the schema would be very helpful. Also, when copying object schemas, it looks like the icons associated with object types don't get copied. Any help or enhancements to this functionality would be greatly appreciated, thank you!


Answers:
author: Dave Rosenlund _Trundl_
body: Welcome to the Atlassian Community, [@carlos_pagan](/t5/user/viewprofilepage/user-id/5547018) ?

The Atlassian Community is a peer network largely comprised of Atlassian customers like you who freely volunteer some of their time to help their fellow Atlassian users.

In other words, this is not the right place to register a feature or enhancement request.

To do that, you'll want to [visit the Atlassian support site for Jira Service Management (Data Center)](https://support.atlassian.com/jira-service-management-server/) and click on [Suggestions and Bug Reports](https://jira.atlassian.com/projects/JSDSERVER/issues)

![Screenshot 2024-09-04 at 4.34.25?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/345644iCF4DF33A2D2EEEF3/image-size/large?v=v2&px=999 "Screenshot 2024-09-04 at 4.34.25?PM.png")

Then, use your JQL skills to search for existing tickets with the same or similar suggestions. If you find one, Vote for the suggestion and add your voice to the comments.

If not, create a new suggestion.

Let us know what you find, or if you create a new suggestion. Those that share your interest may find this post and **vote for your suggestion.**

Best,

-dave


Tags: data-center

jira-service-management

jira-service-management-data-center
What happens to tickets when I remove somebody's license?
Asked by Sean Murray:

I have 3 employees who left, and I would like to remove their accounts in order to reclaim and reuse their license. What happens to all the info/tickets associated with an account once I remove that account? Can I choose to re-assign that data to an existing user? (how?)


Answers:
author: Fernando Eug?nio da Silva
body: [@Sean Murray](/t5/user/viewprofilepage/user-id/5584511) , Welcome to the Atlassian Community!

Don't worry about this license transition. As long as the ticket isn't deleted, you can go back and change the Assignee or keep any other information you need. The license in this case only grants the power to perform actions on the ticket, but if you remove them from the current users, no data from the tickets will be lost.

Let us know any questions

comments: author: Sean Murray
body: OK thanks for the info... so just to be clear, if I had a tech support agent named "John Smith" working for me, but then I removed him from JIRA ServiceDesk, his tickets would still show as owned or worked on by John Smith?


author: Fernando Eug?nio da Silva
body: Correct, [@Sean Murray](/t5/user/viewprofilepage/user-id/5584511) !

Unless you change the Assignee the tickets still will show displayed with John user.


Tags: cloud

jira-service-management

jira-service-management-cloud
Incident closure using global automation in Opsgenie/JSM merged instance.
Asked by Kai Dong:

We have an automation rule to create an incident when an alert is created with specific tags, however when the alert is closed, the incident remains open. I have not identified a method to address this issue, aside from establishing another automation rule to facilitate the closure of the incident.

We prefer not to use Sync, as it does not include the essential fields required for our incident management process.  

Regarding the closure behavior, I am having trouble creating an automation rule to close the incident when the alert is closed. The only reference to the incident within the alert is found in the linked issues under 'escalated by,' but I do not see the option in the automation rule configuration to access this information for correlating the closure behavior.

It seems logical that the automatic closure of the incident when the associated alert is closed should be a straightforward feature. What am I overlooking in this process?


Answers:
author: Dave Rosenlund _Trundl_
body: Welcome to the community, [@Kai Dong](/t5/user/viewprofilepage/user-id/5400547) ?

In cases like this one, it's always helpful to share a screen shot of the automation rules you've built thus far. It may still be a good idea.

The automation you are looking for is the Transition Issue automation (i.e., transition to close). But, maybe you already knew that. That's where the screenshot would have come in.

I think you can adapt this approach to your use case: [**Auto-close old Jira support issues**](https://www.atlassian.com/software/jira/automation-template-library/auto-close-jira-issues)

That said, the real reason I decided to reply to you is that in my experience there are many situations where an issue should remain open, even though the "Alert" or urgency has passed. In other words, I don't agree with the assertion that this should be automatic.

Perhaps this is not true for you organization, but if Atlassian were to make this an automatic thing I bet there would be lots of complaints. Just my $.02 ?

Hope this helps,

-dave


Tags: cloud

jira-service-management

jira-service-management-cloud
How to limit visibility of request types within a queue in a project
Asked by Melanie.Johnson:

We have a Project which is being utilized by several of our Team Members as they need to handle the request based on the Business Unit that reports the issue. Within this project we have 2 request types related to HR that we would only like certain users to be able to view in the queues. Currently these appear in the Open ticket and several other queues which the Service Desk uses. Is there a way to restrict these 2 request types (Employee Onboarding and Employee Offboarding) so that only the Product Managers and Service Desk employees can see them? Right now we have Business Analysist in the queue who we do not want them to see these Request types. One way we were thinking is if we possibly put these employees in a group and set up security somehow for that group?

Thanks in advance for any thoughts on this.


Answers:
author: Walter Buggenhout
body: While [@Shikha Verma](/t5/user/viewprofilepage/user-id/4990585)'s response about issue security schemes to apply security on issues in the same project is 100% accurate, it may be a better (and more scalable) approach to create a separate JSM project for your HR-requests alongside the other one.

People will still be able to access all service requests they have access to from a single, central portal. But the backend queues would be separate for teams with their own specific set of services.

It is easier to restrict access at a project level than issue by issue, and you have a considerably smaller risk of issues accidentally ending up in the wrong permission level that way.

Hope this helps!


author: Shikha Verma
body: Hi, [@Melanie_Johnson,](#) You can achieve this by using Issue Security Schemes.  
You can refer to this link for more detailed information/steps. [Create security levels for issues](https://support.atlassian.com/jira-service-management-cloud/docs/create-security-levels-for-issues/).   
Also, you can refer to this link [Add or Remove restrictions on request types](https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/).  
Hope this will help!

comments: author: Melanie.Johnson
body: Thank you! We will play around with the security level schemes. When I look at the Add or remove restrictions on a request type, it looks like that is only for who can create the issue and we are looking for who within the project can view the issue once created.


author: Shikha Verma
body: [@Melanie.Johnson](/t5/user/viewprofilepage/user-id/5429759) Yes, the second link is for those who can create the issue.  
But the first link you can refer to sets security levels.


Tags: cloud

jira-service-management

jira-service-management-cloud
Atlassian Intelligence Virtual Agent: How can I get the "ask for information" working?
Asked by Zach Goeppinger:

We already have the custom fields of the appropriate category (paragraph) created, so I'm not understanding why I'm still getting the error:

Field type not yet supported for the virtual agent. Select another field.

How have people gotten that to work? Are there any good examples I can be sent. Also- I'd like to have the Agent create an issue for the appropriate JSM project, I imagine that's where I'd use the 'send web request' step so that it pulls in the ask for information results.

Thanks for any guidance!


Answers:
author: Dave Rosenlund _Trundl_
body: Welcome to the Atlassian Community, [@Zach Goeppinger](/t5/user/viewprofilepage/user-id/5525447) ?

The Virtual Agent only works with the same fields that you have configured in the Request Type form that is displayed on the portal. So, double check this first.

Then, if you want to add extra fields in the Virtual Agent interface, add them field first in the Request Type that will be available in the Customer Portal. That way, the field should be available within the Virtual Assistant workflow.

Note: Not all field types are supported by Virtual Agent in this interface, but **Select** and **Short text**are safe to use.

Hope this helps,

-dave

comments: author: Zach Goeppinger
body: Thanks [@Dave Rosenlund _Trundl_](/t5/user/viewprofilepage/user-id/1164057) ! What if you put the custom field in a custom form? is that buried too deep in the request?


author: Dave Rosenlund _Trundl_
body: Honestly, I am not sure, [@Zach Goeppinger](/t5/user/viewprofilepage/user-id/5525447). Sorry ?

IMO it's worth a try, but I have no firsthand experience with that.


author: Zach Goeppinger
body: Can confirm. :) (Letterkenny reference.) The custom field DOES need to be on the request itself, it cannot be part of a form.


author: Aaron Pavez _ServiceRocket_
body: Hi [@Zach Goeppinger](/t5/user/viewprofilepage/user-id/5525447)

Can you tell us which part of the configuration you are stuck in?

<https://support.atlassian.com/jira-service-management-cloud/docs/about-step-types-in-the-virtual-agent-flow-builder/>

can you double check the paragraph field? maybe creating a new one just to test?

Or the field is missing from request type? as mentioned here:

<https://community.atlassian.com/t5/Jira-Service-Management/Re-Jira-Virtual-Agent/qaq-p/2698026/comment-id/169858#M169858>

What about the wiki rendered style? have you tried both configurations?

Regards

comments: author: Zach Goeppinger
body: [@Aaron Pavez _ServiceRocket_](/t5/user/viewprofilepage/user-id/4482404) I've put the custom fields in a form, is that going to be an issue? Does the field need to be on the request itself?


author: Zach Goeppinger
body: See above, I did confirm it has to be on the request directly, not on a form. :)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to filter tickets without text in resolution field
Asked by paige_sandhu:

We're encouraging our service team to provide their resolutions and fixes in the resolution field when they finish a ticket. Is there a way to filter for tickets that are marked as Done/Resolved/Closed and do NOT have text in the resolution input ?


Answers:
author: Walter Buggenhout
body: Hi [@paige_sandhu](/t5/user/viewprofilepage/user-id/5571721),

While the *resolution* and *resolution comment*fields appear on the same screen, there is no link between them.

When you add a comment in that screen, it is added as a new comment to the list of (all) comments on the issue and there really is't a way to identify it as "the resolution comment".

If you want to avoid people to resolve an issue without entering a comment, the best thing you can do is add a validator to your workflow making the comment field required. By doing that, people won't be able to move your issue to a status requiring a resolution (and comment) without filling out the field. That way, you also don't need to bother searching for issues where they forget to fill it out.

Hope this helps!


author: Susan Waldrip
body: Hi [@paige_sandhu](/t5/user/viewprofilepage/user-id/5571721) , have you tried something like

Status IN (Done,Resolved,Closed) AND Resolution = Unresolved

comments: author: paige_sandhu
body: Almost there! I'm looking to filter for tickets that have left the Resolution Comment field empty, not the Resolution itself.


author: paige_sandhu
body: ![Screenshot 2024-09-06 at 1.59.28 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/346064iEECC83190F8FFABA/image-size/large?v=v2&px=999 "Screenshot 2024-09-06 at 1.59.28 PM.png")


author: Shikha Verma
body: Hi [@paige_sandhu](/t5/user/viewprofilepage/user-id/5571721), Welcome to the community.  
You can create a JQL Filter: (status = Done OR status = Resolved OR status = Closed) AND resolution is EMPTY.  


Tags: cloud

jira-service-management

jira-service-management-cloud
What permission is required to create ticket raiseOnBehalfOf using Service Desk API
Asked by Denmark Hinagpis:

Hi, I'm trying to use the /rest/servicedeskapi/request API and would like my user to be able to request on behalf of the requestor for the API user. I can make a request if i am admin but what is the minimum permission required to be able to create the request to not get this error?  

Request:  
{  
"serviceDeskId": "...",  
"requestTypeId": "...",  
"raiseOnBehalfOf": "\<customer email\>",  
"requestFieldValues": {  
"summary": "...",  
"description": "..."  
}  
}

Response:

{  
"errorMessage": "You do not have permission to create requests on behalf of other users.",  
"i18nErrorMessage": {  
"i18nKey": "sd.request.create.error.permission.onbehalfof",  
"parameters": \[\]  
}  
}


Answers:
author: Fernando Eug?nio da Silva
body: [@Denmark Hinagpis](/t5/user/viewprofilepage/user-id/5584333) , Welcome to the Atlassian Community!

The minimum permission an user needs to have to change the reporter is based on 'Project Permissions', specially **Modify Reporter** permissions.

User with this permission are allowed to change the reporter while they are into your portal, the same permission it applies for REST API calls.

I would say to ensure that the user owner of the token has the **Modify Reporter** permission based on **Project Permissions**.

Any questions, please, let us know.


Tags: cloud

jira-service-management

jira-service-management-cloud
I am getting a glitch that doesnt let me edit queue settings
Asked by Jaime M:

![Screenshot 2024-09-04 at 12.55.25.png](/t5/image/serverpage/image-id/345605i384EF9F953C73D6B/image-size/large?v=v2&px=999 "Screenshot 2024-09-04 at 12.55.25.png")


Answers:
author: Jaime M
body: I refreshed dozens of times but no change.


Tags: cloud

jira-service-management

jira-service-management-cloud
Permission question for project
Asked by Ron Campbell:

I have tried looking around for permission help and I have seen that permissions are setup to the project level but is there a way to get more granular? What I am trying to setup permissions so that specific company numbers are able to see issues with their company number and others cannot. Is that possible?

For example, an issue is created by company 12 and should only be able to be seen by company 12 and admins.


Answers:
author: Mikael Sandberg
body: Hi [@Ron Campbell](/t5/user/viewprofilepage/user-id/5472609),

Welcome to Atlassian Community!

Yes, that is possible and what you are looking for is called issue security. Have a look at this [KB](https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/) for more information. Basically what you do is define an security scheme, add the security level field to the request type if it isn't already there and then either manually or via automation set the security level based on your requirement.

comments: author: Ron Campbell
body: Would this be per issue or per request type? Nevermind I answered my own question right afterwards in the reading.


author: Mikael Sandberg
body: The security level is set on each issue/request type, and you can either do it manually or use automation to do it. The security scheme is on the project level.


author: Ron Campbell
body: Thank you for the quick response Mikael I appreciate it.


Tags: cloud

jira-service-management

jira-service-management-cloud