youngmon/atlassian-qna huggingface dataset:
Crowd down (OS update). Should I stop the whole toolchain?
Asked by Frank:

Our server team does a minor RedHat update, which includes a reboot, so our crowd will go down (it has an init script to restart). The servers for fisheye and jira get the same.

So, shoulld I stop the whole toolchain (bamboo, bitbucket, Sonarqube, JIRA, COnfluence, Artifactory) untill crowd is up again?


Answers:
author: Yoga Reddy {Appfire}
body: Hi [@Frank](/t5/user/viewprofilepage/user-id/2581182)

It's not required to restart other Atlassian tools. Once the Crowd is up and running, a user should be able to log in from the other Atlassian tools if it is connected to the user management. Please ensure that the database is up and running as well

Thanks

Yoga
Any help on fixing this error would be appreciated.
Asked by Kyrian Washington:

System errors {#toc-hId-1852526394}
-----------------------------------

### Bootstrap error {#toc-hId--896144072}

TimeLevelDescriptionException

|---------------------|-------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|---|
| 2019-01-19 00:09:03 | fatal | Error while trying to initialise Crowd Container. liquibase.exception.LockException: liquibase.exception.DatabaseException: Error executing SQL UPDATE public.cwd_databasechangeloglock SET LOCKED = TRUE, LOCKEDBY = 'ip-10-0-0-193.ec2.internal (10.0.0.193)', LOCKGRANTED = '2019-01-19 00:09:03.280' WHERE ID = 1 AND LOCKED = FALSE: ERROR: cannot execute UPDATE in a read-only transaction Location: File: utility.c, Routine: PreventCommandIfReadOnly, Line: 236 Server SQLState: 25006 |   |
| 2019-01-19 00:09:03 | fatal | This Crowd instance was unable to start the scheduler CrowdSchedulerService, and will not be usable. Please check the log for details.                                                                                                                                                                                                                                                                                                                                                           |


Answers:
author: Nic Brough -Adaptavist-
body: This usually means that the database is in a read-only mode, either at a server, database or user level. I've seen it when people were running backup scripts (make it read-only to force a consistent data set to be taken). You'll need to check the state of the crowd database.
Crowd not allowing to lock users after unsuccessful attempts
Asked by Praveen Shukla:

Please increase the priority of <https://jira.atlassian.com/browse/CWD-4973> and get this feature added.


Answers:
author: Stephen Sifers
body: Hello Praveen and welcome to the Community!

I did see you commented on that feature request. Thank you for doing so!

I have also included this post as a reference within that request as well. For additional information on how feature requests are handled, we would encourage reviewing of [Implementation of New Features Policy](https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html) and [Can I request a feature?](https://confluence.atlassian.com/confeval/billing-and-licensing-evaluator-resources/customization-and-professional-services/can-i-request-a-feature) These will provide insight into how the processes as a whole work.

Once again, thank you for commenting and voting on the feature request you referenced.

Regards,  
Stephen Sifers
how to update applications url in crowd
Asked by Lokesh Pathak:

We are moving our apps to a new server (including crowd) and hence we need to update the applications url (Jira, Confluence etc.) in crowd settings so they can start talking to the new crowd server. Are there any resources out there which can help?


Answers:
author: Bastian Stehmann
body: Hi [@Lokesh Pathak](/t5/user/viewprofilepage/user-id/1154301),

I don't think there is a guide to updating this. I would refer to this guide for Jira, point 2 and adapt that for the update. On the bottom, there is a related topics area, where you can find the links for the other applications.

In short, go to User Management - User Directories, choose the Crowd Directory and make your changes there.

Please note that you must not be logged in with a user from that directory to be able to edit it.

comments: author: Lokesh Pathak
body: Thanks for the instructions [@Bastian Stehmann](/t5/user/viewprofilepage/user-id/1186496) I located this option in Jira and tried updating crowd server links and found that you need to have a local admin account in order to do that. Is there any other way to update this value?

"You cannot edit this directory because you are logged in through it, please log in as a locally authenticating user to edit it"


author: Bastian Stehmann
body: No , there is no other way (except modifying the database, and that is absolutely not recommended).


author: Bastian Stehmann
body: Hi [@Lokesh Pathak](/t5/user/viewprofilepage/user-id/1154301),

I don't think that you need the URLs, just the remote addresses must be updated. You can find that setting in the Remote Adresses tab in the Application Settings.

You just might need to change the Crowd URL in your applications.

comments: author: Lokesh Pathak
body: Hi [@Bastian Stehmann](/t5/user/viewprofilepage/user-id/1186496),

Can you please point me to the resources which guide through the process of updating the links for Crucible, Confluence, Jira and Confluence applications?

I am surprised that there's no documentation out there to guide through the steps.
How do I change the email addresses of my customers in the JIRA service management?
Asked by tiankim_lian:

We need to migrate the email domain and the old one will no longer be used. My customers are tagged to the old email domain as their JIRA service management customer email login ID.

They are portal-only users and they themselves cannot update their emails. However, I also cannot find out where i can change for them. Can help advise?


Answers:
author: Marc - Devoteam
body: Hi [@tiankim_lian](/t5/user/viewprofilepage/user-id/3545140)

Welcome to the community

Currently only a user is able to change it, unless all you customers are managed accounts and you have setup SSO the domain or domains

See open feature: [JSDCLOUD-5746](https://jira.atlassian.com/browse/JSDCLOUD-5746)


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to enforce a comment on customer satisfaction?
Asked by Stefan Stadler:

Hi team,

we are experiencing several customer satisfaction ratings (especially negative ones) where no comment is provided. Actually the comment itself is enforced already, but blanks are allowed.

Is it possible to add some kind of behaviour or similar to check the string that is added? This would be helpful to prevent empty comments so that the service desk has something to work with for further improvements.

Unfortunately I did not find anything on the web...

Thanks for your help!


Answers:
author: Manoj Gangwar
body: Hi [@Stefan Stadler](/t5/user/viewprofilepage/user-id/4469283) ,

You will need to vote for this feature request to get them added as an object in filters <https://jira.atlassian.com/browse/JSDCLOUD-4317>   
Server- <https://jira.atlassian.com/browse/JSDSERVER-5950>

If you look there is a workaround that uses automation to add them to a custom field.


Tags: jira-service-management

jira-service-management-server

server
When loading the agent view 'Queues' is momentarily replaced with 'Tails'
Asked by Rus Yates-Aylott:

One of my colleagues is launching his standard agent view and the cases in the default queue are correctly displaying in the right-most pane. However, the left-side menu is displaying 'Tails' where it should say 'Queues' for a few seconds before it corrects itself.  

No one else I have spoken to has witnessed this behaviour and it would be good if someone could advise on why this is happening.

Thanks


Answers:
author: Marc - Devoteam
body: Hi [@Rus Yates-Aylott](/t5/user/viewprofilepage/user-id/5306962)

Possible solutions:

1. Clear customers browser history and cookies
2. Check the users bowser language and system regional settings, they are causes fro translation
3. Use another browser

comments: author: Rus Yates-Aylott
body: Thanks Marc,

However, I have since discovered another user with exactly the same issue. Oddly, it's not affecting me.  
Only difference I can think of is that the 2 affected users are both Atlassian Admins whilst I am only a JSM Admin.  
Beyond that, I haven't a clue.


author: Marc - Devoteam
body: Hi [@Rus Yates-Aylott](/t5/user/viewprofilepage/user-id/5306962)

I'm and org admin on multiple sites and I can't reproduce it, on any site.

The I can only suggest the options I gave or raise an issue at Atlassian Support.


author: Rus Yates-Aylott
body: I have done exactly that. Thanks for looking into it.


Tags: cloud

jira-service-management

jira-service-management-cloud
the project board doesn't show all the tickets in the columns while they appear in the list tab
Asked by Rouqia Hamed:

- the project is a scrum template

- the project has no sprint


Answers:
author: Nikola Perisic
body: Welcome to the community [@Rouqia Hamed](/t5/user/viewprofilepage/user-id/5581872) , by default in Scrum projects, board doesn't show any issues until the sprint has started. I see that this is the team managed project. Which issues are not being shown to the board? Which filters are you using on your list view?


author: Marc - Devoteam
body: Hi [@Rouqia Hamed](/t5/user/viewprofilepage/user-id/5581872)

Check the filter used on the board, this is likely the issue.

Or if the board contains issues from another project, are the rights correct on both projects.

The List option shows all issues on the project and is not related to the board filter.


Tags: jira-service-desk-unknown-hosting-type

jira-service-management-unknown-hosting-type

team-managed-projects
Multiple issue-keys in the subject of an email, what happens?
Asked by ACN Helpdesk:

Hi,

In our current ticketing system, when there are multiple tickets numbers in the subject, it always takes the last ticket number to add the email to.

I would like to know what Jira service management does when there are multiple numbers in the subject? Does it add it to both, only to the last one?

Can I change this somewhere in project settings?

I can't test this out as our email is not yet linked to jira yet.


Answers:
author: Marc - Devoteam
body: Hi [@ACN Helpdesk](/t5/user/viewprofilepage/user-id/5405725)

You can't change this the mail handler from JSM check the issuekey in the subject form the start of the subject.

The only option you might have is to set the issue key parameters in quotes, brackets, etc.., but I don't think that is sustainable.

comments: author: ACN Helpdesk
body: So if you set a issue key between quotes, JSM will take this one?


author: Marc - Devoteam
body: Hi [@ACN Helpdesk](/t5/user/viewprofilepage/user-id/5405725)

I'm not sure, but give it a test un and see if that works.


author: ACN Helpdesk
body: I did a test with the default email address from the service desk. And it seems it always takes the first number to add the message to. Can this be changed?


Tags: cloud

jira-service-management

jira-service-management-cloud
Custom fields in e-mail notifications
Asked by Jens Prokoph:

Hi, Is it possible to store user-defined variables in the e-mail templates? We have an extra field solution text which we would like to store, but in the notification templates there are only a handful of fixed variables under the item 'Insert variables'.


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Jens Prokoph](/t5/user/viewprofilepage/user-id/5564635)

Unfortunately this is not possible by built in JSM customer notifications. What you can use as a workaround is automations. You can define notification there like you want.

Regards,

Seba


Tags: cloud

jira-service-management

jira-service-management-cloud
Image in e-mail template
Asked by Jens Prokoph:

Hi, I would like to add a picture to the e-mail notifications. So that the customer can always see who the mail has just come from and it gets a nicer look. Is that somehow possible?


Answers:
author: Carlos Garcia Navarro
body: Hi [@Jens Prokoph](/t5/user/viewprofilepage/user-id/5564635) ,

I think this other post may be helpful:

<https://community.atlassian.com/t5/Jira-Service-Management/How-do-you-embed-an-image-to-an-notification-email-on-JSD-Cloud/qaq-p/1447153>


Tags: cloud

jira-service-management

jira-service-management-cloud
Send an Email when a JSM queue is deleted
Asked by George Abdo:

Hi All,

We sometimes create issue queues that are only used for a few weeks and then deleted.

I'm investigating an option to send a notification when a JSM queue is deleted, but it does not look like it's possible.

Is there a workaround or a method others might suggest?

Thanks

George


Answers:
author: Walter Buggenhout
body: Hi [@George Abdo](/t5/user/viewprofilepage/user-id/5303873),

Not sure what your underlying use case is, here. But no, there is no method to do this.

A queue does not have any impact on your data. It is nothing more than a container based on a JQL query and a set of selected columns to visualise data to help your agents prioritise work. Removing queues does not remove the data associated with them and can always be re-created as long as you have the JQL filter at hand.

It might help to also save your Queue filters as regular saved filters in Jira so you don't have to search for them. Documenting your queues (e.g. in Confluence) may also help to easily get them up and running again, if it were to happen that one gets removed.

Hope this helps!

comments: author: George Abdo
body: Thanks [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225)   
I thought this would be the case, but there was always hope!

In our case, new customers get special support for a few weeks then they move to standard support. For this reason, we create a special queue for them. We wanted an automated notification to go out when the special support queue is deleted so everyone is aware that they are now on standard support.


Tags: cloud

jira-service-management

jira-service-management-cloud
Field required error
Asked by Wayne Yang:

I have one field to use in Close ticket reason is required to issue transition experience, but i create issue it need,

but i cant find any field, and i dont want use in create issue.![?? 2024-09-02 ??12.19.59.png](/t5/image/serverpage/image-id/344989iFBE5672281451814/image-size/large?v=v2&px=999 "?? 2024-09-02 ??12.19.59.png")

![?? 2024-09-02 ??12.18.08.png](/t5/image/serverpage/image-id/344988i04E891ADCFC3D394/image-size/large?v=v2&px=999 "?? 2024-09-02 ??12.18.08.png")


Answers:
author: Jerrold - Empyra
body: Hi [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697)

The possible reasons that you may face this issue is

1. Check the field configuration in your project and see whether the field Close ticket reason is marked as required. To check the field configurations of the project

Project settings \> fields \> choose the field scheme for the issue type you getting this error while creating \> edit the scheme and search for that field if the field is made required you will see the optional option if the field has not be made required and above the field name it will show as required and if not required it will then show required option

For example

the field actual end date is made required

![ac-1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/344993i0B67D9C747196DD1/image-size/large?v=v2&px=999 "ac-1.PNG")the field actual start is not required

![ac -3.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/344994i839FC2AF8CD0A5D3/image-size/large?v=v2&px=999 "ac -3.PNG")

check the Close ticket reason field if it shows it is marked as required make it optional

2.check the workflow for that particular issue type in the create transition see if there is any validator added to it.

Thank you

comments: author: Wayne Yang
body: Thanks very much!!!


author: Joseph Chung Yin
body: [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697) -

I am glad you issue was resolved. However, it is very important for sys admin to remember if you have one field configuration scheme or one WF configuration used by multiple projects, then you must create custom field configuration/WF configuration for the specific project (i.e. where your "Closed ticket reason" field is controlled.

Example - Project A needs the field to be required, but Project B doesn't.

Hope this also helps. If so, please also click on "Accept answer" in my reply.

Best, Joseph Chung Yin


author: Wayne Yang
body: ![?? 2024-09-02 ??1.15.44.png](https://community.atlassian.com/t5/image/serverpage/image-id/344992i3DAA8C4F332A14C5/image-size/large?v=v2&px=999 "?? 2024-09-02 ??1.15.44.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Restrict team managed projects?
Asked by aryder:

Hello,

We want to enable team managed projects. Is there a way to stop JSM projects from being created? or stopping JSM projects automatically adding to the portal?

Cheers,

Ash


Answers:
author: Walter Buggenhout
body: Hi [@aryder](/t5/user/viewprofilepage/user-id/4009424),

I am not sure if I understand your question correctly, but you can (only) restrict the ability to create team managed projects by assigning groups of users to the **Create team-managed Projects** global permission in your instance.

As an admin user, you can find this under *Jira Settings \> System \> Global Permissions*.

In short, setting up a user group and adding only those users who should be able to limit this permission. Make sure to remove the *Public* option that is there by default if you haven't already done so. And be aware that your Org Admins will always be able to create team-managed projects, even if you don't explicitly list them here.

Finally, just as a heads up, there is no way to many further distinctions into types of team managed projects a user can create. He/she either has the permission to create (any type of) team managed projects or not.

Hope this helps!


author: Joseph Chung Yin
body: [@aryder](/t5/user/viewprofilepage/user-id/4009424) -

To supplement what [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) stated which I agreed 100%. In our company, we have moved away from Team Managed Project Type completely to get better control on the common standards of projects' looks/feels enforcement.

In the Portal, one can control the visibility of the projects being listed in portal by controlling project's customer permissions setting (Project settings \>\> Customer permissions \>\> Channel Access) for Company Managed Project Type. If the Channel Access is set to Restricted instead of the default of "Open", then only the users called out explicitly for the specific project can see the project in the portal.

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Change JSM Default "Request Type" And odd Pre-Select Bug on Creation?
Asked by Calvin:

Hi all I seem to have two problems here but they look to be related:

1. Every time I click on "\[System\] Service Request" issue type, it automatically goes to AAA Request type, when I want DDD Request Type first. It seems to ignore the choice I use in the Features area.

2. For "AAA Request Type" the portal uses "use default value and hide" for a certain field. BUT I find its also ticking that field in the backend too when it automatically sets it to "AAA Request Type". So when I updated it to "DDD Request Type" the field in AAA is the wrong value.

EDIT

It looks like for point 2 this hapens only for Checkboxes. Tried it again in another instance with different values. Same thing happens?

(Q1) - Video of problem - [Request Type Defailt - MIsmatch - 2mb.mp4](https://1drv.ms/v/s!AiUTD1yOTOI-1y-nmSmIV1-f7dCB?e=0u8iea)

(Q2) - Video of problem - [Request Tpe - Wrong Default Value.mp4](https://1drv.ms/v/s!AiUTD1yOTOI-1zFJ9F9xCroIYQFb?e=i13NrZ)


Answers:
author: Marc - Devoteam
body: Hi [@Calvin](/t5/user/viewprofilepage/user-id/4851947)

1. I see your issue and I can reproduce it. I suggest to raise this at Atlassian Support as a BUG.
2. I don't have a setup like this, so I can't tell.  
   This I first need to build.

But as both seem related to the the request/issue type feature in a JSM project, I would think it's all related to this feature.

comments: author: Calvin
body: Thanks friend, I think your right, it may indeed be an actual bug for Atlassian support and not something I've done.


author: Joseph Chung Yin
body: [@Calvin](/t5/user/viewprofilepage/user-id/4851947) -

Are you using the following setup?

1) You have a WF for the issue type that supports your specific request type, and in the WF (at creation time), it is firing a post function call to update the request type?

2) Do you have other third party add-on that may impact the actual value of the Request Type field?

What do you mean by clicking on the issue type, and default it to "AAA Request Type"?

If you have both AAA Request Type and DDD Request Type, then there should be two separate entry points from the Portal UI.

Please advise.

Best, Joseph Chung Yin

comments: author: Calvin
body: Hi Joseph, Thanks for your comment, to answer your comments:

1. Not that I know of. I added a video in the above of a completely new stock instance and project and I see the same issue. I created a completely new instance to ensure there isn't any impact from anything else.

2. Similar to 1. above, I added a video of what the problem is. I also tried it in a completely new instance with no addons at all to ensure there is no impact or changes.

Note in the video I used BBBB instead of DDDD.


Tags: cloud

jira-service-management

jira-service-management-cloud
........
Asked by BURMA RAJASHEKAR:

.......


Answers:
author: Mohamed Riza _ServiceRocket_
body: Hi [@BURMA RAJASHEKAR](/t5/user/viewprofilepage/user-id/4469308)

You should be able to set this up using Jira Automations: <https://www.atlassian.com/software/jira/features/automation>.

Your automations would look something like, when a comment is added to a ticket, check if the resolution is done and the resolutions date is greater than 2 days. If so, create/clone contents to a new ticket.

You may refer to the following guide to understand smart values that are available within Jira automations: <https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/>

Hope that helps.


author: Joseph Chung Yin
body: [@BURMA RAJASHEKAR](/t5/user/viewprofilepage/user-id/4469308) -

I agreed with [@Mohamed Riza _ServiceRocket_](/t5/user/viewprofilepage/user-id/3947880) suggestion. However, are you stating if a closed issue receive a new comment after 48 hours, then a new case should be created? Are the comment coming from customer?

Keep in mind, that there is no easy way to determine the comment's content, thus once the automation rule is setup, you may have new issue created unnecessarily.

In my opinion - instead of creating new issue, you should just reopen the existing case where all the data are already there.

Here are a few other reference links on Automation for Jira-

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20)

<https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/>

Hope this also helps.

Best, Joseph Chung Yin


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud