youngmon/atlassian-qna huggingface dataset:
When using MSTeams and Assist I do not see the forms portion of my create new service requests.
Asked by David Willoughby:

When using MSTeams and Assist I do not see the forms portion of my create new service requests.

I can see my summary, description, and 1 required field. Below that in the portal I have a form that has conditionals. This form is not visible on MS Teams even with all the webhooks/connections/setup. Is this just not a feature or is something setup wrong?

Only thing I found is linked below where it stats something more then just the Summary field must be required. Description, Summary, and Custom field is required on the NON form part of the request. The first Multidropdown in the form is required.

[Create issues in Microsoft Teams](https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-in-microsoft-teams/)

I also know they use 'forms' to also mean the page that opens when any request type is being filled out. If the 'Form' portion is only for portal, is there another way of doing a multiselect or similar so only the minimum number of fields for that request type is required, or do I just have each of the Chat request types (request types linked in chat) go to the portal so they can select and fill out the forms from there.


Answers:
author: Mikael Sandberg
body: Hi [@David Willoughby](/t5/user/viewprofilepage/user-id/5361242),

Welcome to Atlassian Community!

This is expected, the Virtual Agent does not support Forms at the moment, so you cannot use request types with it that has a Form attached to it. There should be a suggestion for it, let me see if I can find it.

comments: author: David Willoughby
body: Thanks, any other method for conditional formatting?


author: Mikael Sandberg
body: Here is one suggestion to add support for forms, [JSDCLOUD-13190](https://jira.atlassian.com/browse/JSDCLOUD-13190), I would recommend you go and vote on it and watch it.


author: Mikael Sandberg
body: You might be able to do it with an intent that asks the questions that you have in the form and then update the issue that way. The questions would be coming in as comments, so you would have to use automation to extract it and then either add it to specific fields or just add it to the description.


author: David Willoughby
body: Ok its just asking for if this is a phone update address update or email update, but I wanted to conditionally only show those required fields, making as few clicks and fewer chances to wrong info going into wrong field as possible. I will see how just the fields with a selector goes and if we get data mismatch errors on the types in the future then I will just have 1 issue type on chat that is a link to the portal.


Tags: cloud

jira-service-management

jira-service-management-cloud
Time Interval custom field(managed)
Asked by Gomez, Daniel:

there is a custom field you can create called "Time Interval" that is managed. Does anyone know how it works or can someone share the link to the documentation?

It says its a custom field that stores start and end date of an interval


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Gomez, Daniel](/t5/user/viewprofilepage/user-id/3616671)

to my understanding, the Time Interval custom field has recently been introduced through [Jira Product Discovery](https://www.atlassian.com/software/jira/product-discovery), along with a few other custom field types like Boolean, Rating, or Slider. The Time Interval field allows you pick a day, a month, or a quarter and would typically used in cases where you have an **approximate** time period in mind that may become more concrete over time.

What I noticed, though, is that while these custom fields work fine on an API level, they don't (yet?) seem to be rendered on issue screens outside of Jira Product Discovery.

So to the best of my knowledge, if you want to use them in native Jira, you can only really do so within Jira Product Discovery for the time being.

Hope this helps,

Best,

Hannes

comments: author: Hannes Obweger - JXL for Jira
body: I should add that there may be apps available in the Atlassian Marketplace that support the field outside of Jira Product Discovery.

As an example, my team and I work on an app named [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2552301), in which the Time Interval custom field works as expected for issues of any project. This is the field in action on JSM issues:

![time-interval-in-jsm.gif](https://community.atlassian.com/t5/image/serverpage/image-id/296469i1376DCB3F83BF721/image-size/large?v=v2&px=999 "time-interval-in-jsm.gif")

For context, JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

Any questions just let me know!


Tags: cloud

jira-service-management

jira-service-management-cloud
Customize filter in customer help center
Asked by Javier Peraita:

Is it possible to add a filter to the requests section in the help center? If I have 1000+ issues where I have been added as a participant, how can I filter the ones where the requestor was XXX(example)?  
When I need to find an issue that has been shared with me I have to search through a million tickets and would like to add this filter

![JSM HELP CENTER.png](/t5/image/serverpage/image-id/295392iDEB2A3C15EFA3F99/image-size/large?v=v2&px=999 "JSM HELP CENTER.png")


Answers:
author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Javier Peraita](/t5/user/viewprofilepage/user-id/5275170) ,

The standard issue search is quite limited. If you are open to using addons, you can check the app that my team created, called [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview) It provides your customers (portal users) with an extended search - a table report where they can see, search, filter and export all their Jira Service Management tickets, including many additional details (incl. SLAs, custom fields, etc.), with a very simple UI. If it sounds helpful you can try it free for 30 days.

Cheers,

Elitsa


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to edit or add Resolutions?
Asked by Gene Sullivant:

Is it possible to add Resolutions or is this a set list. Can't find anything in documentation on this. Many Thanks, Gene Sullivant, US Bank


Answers:
author: Mikael Sandberg
body: Yes, you can add/edit resolutions. You need Jira admin permissions and then go to Settings \> Issues \> Resolutions. From here you can edit existing values and also add new ones.


author: Joseph Chung Yin
body: [@Gene Sullivant](/t5/user/viewprofilepage/user-id/3986069) -

Yes, you can manage the Resolution options. However, you have to have the system admin right. If so, you can access "Settings \>\> Issues", then access the "Resolutions" option UI. NOTE - Changes to the Resolutions impacts the entire site/systems. So be careful on what you are changing and inform the changes to all users.

![2023-12-05_10-07-16.png](https://community.atlassian.com/t5/image/serverpage/image-id/295409i41BD8F14579D7EC8/image-size/large?v=v2&px=999 "2023-12-05_10-07-16.png")

![2023-12-05_10-07-36.png](https://community.atlassian.com/t5/image/serverpage/image-id/295410i259B353E466872E0/image-size/large?v=v2&px=999 "2023-12-05_10-07-36.png")

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Robert Wen_ReleaseTEAM_
body: Hello [@Gene Sullivant](/t5/user/viewprofilepage/user-id/3986069)

Yes, you can edit the list of Resolutions that all projects will use. Details are here.

<https://support.atlassian.com/jira-cloud-administration/docs/configure-statuses-resolutions-and-priorities/#Add--edit--and-delete-a-resolution>


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to add an actual attachment to a form?
Asked by trthomas:

I would like to add an actual attachment to my form, for people to click and download when creating a ticket. Is this possible?


Answers:
author: Joseph Chung Yin
body: [@trthomas](/t5/user/viewprofilepage/user-id/4487192) -

Unfortunately based on my knowledge, it is not possible. However, you may may want to add an URL link to the document in your FORM's design, so your customer can access the URL to obtain it.

I have not personally tested this out, but it should work if the URL is accessible for your JSM customers.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to copy customers from project to project ?
Asked by Gal Fatal:

Hi,

I manage Jira service management on DC, have a project with more than 100 customers.

Now I would like to create a new project with same customers.

Any idea how to copy customers from project to project, not one by one ?

Thanks!

Gal


Answers:
author: Emilse Gonzalez
body: Hi [@Gal Fatal](/t5/user/viewprofilepage/user-id/2014272)

Did you copy the customers? I don't find any "easy" option to copy the Organizations and Customers from one Project to other...

Thanks


author: Florian Bonniec
body: Hi [@Gal Fatal](/t5/user/viewprofilepage/user-id/2014272)

Could you use the REST API to get the Customers then create them on the new project ?

[JIRA Service Management 5.12.0 (atlassian.com)](https://docs.atlassian.com/jira-servicedesk/REST/5.12.0/#servicedeskapi/organization-getUsersInOrganization)

Regards


Tags: jira-service-management

jira-service-management-server

server
I want to create Automation Rule to Auto Approve the service request for this Workflow. Please help
Asked by Ashvin Parihar:

![MicrosoftTeams-image.png](/t5/image/serverpage/image-id/295359i9A9B7A270D95E1C7/image-size/large?v=v2&px=999 "MicrosoftTeams-image.png")


Answers:
author: Mikael Sandberg
body: Hi [@Ashvin Parihar](/t5/user/viewprofilepage/user-id/5377636),

Welcome to Atlassian Community!

In it's simplicity the automation would look something like this:

![Screenshot 2023-12-05 at 7.15.08?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/295360i6F0924524F70C47A/image-dimensions/261x202?v=v2 "Screenshot 2023-12-05 at 7.15.08?AM.png")

comments: author: Ashvin Parihar
body: Thank you, Mikael. It actually worked on my personal Jira account. But whenever I am trying to create same Jira rule in company account. I am not seeing option. "Approve/Decline request" under Action section.

Can you or anyone help me how can I fix this issue ?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to configure our internal IT portal for access approvals?
Asked by Mart Postma:

Hi community,  

We are currently in the process of setting up JSM for internal IT related purposes. Examples are the on- and/or offboarding of (new) employees, hardware requests (e.g., new laptop, monitor, headset, etc.), user access rights (e.g., access to a certain Jira project, access to a database), new user accounts (e.g., Microsoft, e-mail within the domain, etc.) and so forth and so forth... Some of these steps should also include approvers: for example, first the line manager of the employee should approve the request, and then depending on the request type, a "technical" approver should both approve the request as well as "execute" the request by adding/removing/changing the account access for that user.  

Is anyone aware of documentation for such use cases to see how the best practices are for such processes? Or does anyone have suggestions on how this should or could be implemented with JSM?  

We are also setting up Asset management which we would like to use in combination with the new JSM project for our internal IT requests.  

Thanks a lot for your input!


Answers:
author: Fazila Ashraf
body: Hi [@Mart Postma](/t5/user/viewprofilepage/user-id/5313648)

I find <https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/service-request-management> helpful for IT request fulfilment setups.

Hope it helps!

comments: author: Mart Postma
body: Hi [@Fazila Ashraf](/t5/user/viewprofilepage/user-id/538419) , thanks for your suggestion, however not really what I'm looking for! I'm trying to gather input on how to work with multiple request types, different and multiple approvers per system where access is requested to by an internal user. Quite a specific request, that's why I'm looking around to see how others might have solved such a business process. Thanks anyway!


Tags: cloud

jira-service-management

jira-service-management-cloud
As a customer PM I want to see all requests that my team has submitted.
Asked by Sebastian Somi:

The question posted in the title refers to a business case, where we have created a customer portal for a client. We added a team of testers from the client and each of them submit tickets independently.

How can we display all requests created by all the team members in the "All" section?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/295354iCE5D2E3B5A407239/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Rudy Holtkamp
body: Hi [@Sebastian Somi](/t5/user/viewprofilepage/user-id/5106653) ,

You have to put all your testers into an organization. Then on every request they submit, they can share it with the organization (default) or they can keep it for themselves.

If you are part of the organization you can see all the requests that have been shared with that organization.

Cheers,

Rudy

comments: author: Sebastian Somi
body: Hi [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802) thank you so much for the quick response.

They are already in the organization, but I am not sure where to look for share with organization setting.

Thanks,

Sebastian


author: Sebastian Somi
body: Hi [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802) I see the Share with field in a default project, But I don't know how I can add this to an existing one as I don't know which field it is connected to.  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/295542iFD25F884EAECDBD0/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/295543i8E0D88D3E73BD23B/image-size/large?v=v2&px=999 "image.png")


author: Sebastian Somi
body: Seems, this field gets automatically added once certain conditions are met. These are:

* Organization has to be created and you have to be a member of it


Tags: cloud

jira-service-management

jira-service-management-cloud
how to automate fetching specific value from Summary into a custom field
Asked by Archana Mattoo:

Hi All,

<br />

For a project, all tickets are currently created with a summary, as shown below. I aim to establish automation that retrieves the value for "server_number" and populates the custom field "serverno" every time a ticket is created.

[**Summary**: \[P2\] \[Warn on {server_number:982a}\] \[xyz\] Cluster Status (Up or Down)](https://thalesserviceoperations.atlassian.net/browse/NOC-112575)  

*For example,* for the given summary, I intend to place the value "982a" into the custom field "serverno."  

Thanks  


Answers:
author: Fernando Eug?nio da Silva
body: [@Archana Mattoo](/t5/user/viewprofilepage/user-id/4449777)

If your summary follow always this template, you can use substring to fetch your value. Considering your current case, this smartvalue with substring should be works for you. Use this: **{{issue.summary.substringBetween(":","}")}}**

If you want to try another substring attributes, just take a look here: <https://confluence.atlassian.com/automation/text-functions-993924863.html>

comments: author: Carlos Chang
body: nice trick!


Tags: cloud

jira-service-management

jira-service-management-cloud
Allowing re-open an issue in jira only if a comment is left
Asked by Anastaseeya:

Hi guys!  

Currently all users in project have access to re-open an issue that is in Done status. I want to make sure that a user can re-open an issue only if he leaves a comment with an explanation on why it should be re-opened.   

How can I do it?   

Thanks in advance!


Answers:
author: Dirk Ronsmans
body: Hi [@Anastaseeya](/t5/user/viewprofilepage/user-id/5349533) ,

As you are on Cloud should have access to the "fields required validator".

You can add this by going in to your workflow and on the re-open transition add a Validator.

On this validator set the field "Comments" as required.

You'll also need to make sure to add a transition screen on the transition so they can actually fill in the comments field.

comments: author: Anastaseeya
body: thanks a bunch, Dirk! I just tried it and it worked like a charm.   

the question is resolved now.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to fill a text customfield with an Asset object attribut
Asked by Mario GELES:

Hi community,

I would have the city of the reporter in my Jira issues.

The *City* is an attribute of Object in the ObjectType *Users* in Asset

To achieve this goal I have created a text customfiled called *Site_Test* and I have made an automation. Automation that doesn't work.

My Automation : When a ticket is created if *Site_Test* is empty then lookupObjects with this query ***ObjectType = Users AND Name = "${reporter.label}"*** and then edit field *Site_Test*with :

***{
"fields": {
"Site_Test": \["{{lookupObjects.City}}"\]
}
}***

![Automation_Asset_Attribute_1.png](https://community.atlassian.com/t5/image/serverpage/image-id/295330iE1D50C91229E4F62/image-size/large?v=v2&px=999 "Automation_Asset_Attribute_1.png")

![Automation_Asset_Attribute_2.png](https://community.atlassian.com/t5/image/serverpage/image-id/295331i30A837ECA7B82502/image-size/large?v=v2&px=999 "Automation_Asset_Attribute_2.png")

I have set a log action before the edit field action. Log action : ***Site_Test : {{lookupObjects.City}}*** . The log indicates that Object is not found. When I change my query for ***ObjectType = Users AND Name = "Mario GELES"***the result is BORDEAUX but the customfield is still empty

![Automation_Asset_Attribute_3.png](https://community.atlassian.com/t5/image/serverpage/image-id/295332iF65E2330C1B8C59C/image-size/large?v=v2&px=999 "Automation_Asset_Attribute_3.png")

So I have two problems.

The first is that this part of my query ***Name = "${reporter.label}"*** don't work. When I use this exact same query in an asset customfield it work so I don't understand why not in an automation.

The second problem is that even if the query works the text customfield is still empty.

Could someone help me with this ?


Answers:
author: Mario GELES
body: Well I found the solution to my first problem too.

It was not a big deal but I hope it could help someone someday.   
The solution is to keep it simple, just using the smartvalue :   

![Automation_Asset_Attribute_5.png](https://community.atlassian.com/t5/image/serverpage/image-id/295379i78194EC3F902699F/image-size/large?v=v2&px=999 "Automation_Asset_Attribute_5.png")


author: Mario GELES
body: I found the solution of the second problem.   
I used the simple way (not the Additional fields option) to set the field value with just the smartvalue **{{lookupObjects.City}}**. It worked

![Automation_Asset_Attribute_4.png](https://community.atlassian.com/t5/image/serverpage/image-id/295371iB03872CB4E6803E8/image-size/large?v=v2&px=999 "Automation_Asset_Attribute_4.png")

Now, I just have to figure how to inject the name of the reporter in the AQL query


Tags: cloud

jira-service-management

jira-service-management-cloud
Error trying to retrieve access_token through OAuth2.0
Asked by tommythongsythavong:

I am trying to get an access token through OAuth2.0 but everytime I try to do it, I just receive the error below.

Error:: "Cannot use client_credentials with a consumer marked as \\"public\\". Calls for auto generated consumers should use urn:bitbucket:oauth2:jwt instead.", "error": "invalid_grant"}

I am trying to send a POST request through HTTPClient but I am not sure what I am doing wrong here.

Code below:

```
private static async Task<Token> GetEligibleToken()
 {
 var client = new HttpClient();
 string baseAddress = "https://bitbucket.org/site/oauth2/access_token";

 string grant_type = "client_credentials";
 string client_id = "id";
 string client_secret = "secret";

 var form = new Dictionary<string, string>
  {
    {"grant_type", grant_type},
    {"client_id", client_id},
    {"client_secret", client_secret},
  };

 HttpResponseMessage tokenResponse = await client.PostAsync(baseAddress, new FormUrlEncodedContent(form));
 var jsonContent = await tokenResponse.Content.ReadAsStringAsync();
 Token tok = JsonConvert.DeserializeObject<Token>(jsonContent);
 Console.WriteLine(tok);
 return tok;
}
```


Answers:
author: Mark C
body: Hi [@tommythongsythavong](/t5/user/viewprofilepage/user-id/4952031)

Welcome to the community.

Based on the error message, I believe you'll need to make your consumer keys private.  
You'll need to tick the "*This is a private consumer* " checkbox similar to the screenshot below:  
![private_consumer.png](https://community.atlassian.com/t5/image/serverpage/image-id/200051i221477FF2C04DCF7/image-dimensions/495x106?v=v2 "private_consumer.png")  
Here are the exact steps:

1. Go to your workspace - <https://bitbucket.org/workspace_id_here/>
2. Click **Settings**
3. Click **OAuth consumers** (Under Apps and Features)
4. Click the 3-dotted-icon next to your consumer keys \> Click **Edit**
5. Lastly, tick the "*This is a private consumer*" checkbox to make it private

Try again after that and let me know how it goes.

Regards,  
Mark C

comments: author: John Marsh
body: Hi [@Mark C](/t5/user/viewprofilepage/user-id/1210823)

I don't know if that worked for the OP but it has just worked for me.

Thanks

John


Tags: bitbucket-cloud

cloud
auto deploy suddenly failing
Asked by muzzer:

Hi, I have an auto deploy webhook set up to automatically copy new files from the bitbucket repo to my production server. It's been working flawlessly but this week it is failing. Something has changed in the past couple of months since I last used it.

I'm getting the message:

*The requested repository either does not exist or you do not have access. If you believe this repository exists and you have access, make sure you're authenticated.*   
*fatal: Could not read from remote repository.*

*Please make sure you have the correct access rights*   
*and the repository exists.*

SSH keys are setup fine, nothing has changed on my server or repo in the past 8 weeks as I've not accessed it recently. Has something changed at BitBucket I'm not aware of that could be causing this?


Answers:
author: muzzer
body: something changed at bitbucket mid-April. Every time the deploy script runs on the webserver it fetches the 13th april commit but nothing after that date.

Anyone aware or a mid-April change?


Tags: bitbucket-cloud

cloud

deployment

webhook