youngmon/atlassian-qna huggingface dataset:
Portal Settings - unable to see all open tickets for project
Asked by Dave Calabro:

I have gone through my settings and I am not sure what I am doing wrong here. My project has about 20 open incident tickets. When I go into the portal I am only able to see 4 of them by going to Request. I have my Status set to Open request and created by all. These tickets have been made by multiple requestors. Thank you for any assistance.


Answers:
author: Ian B
body: That's fairly normal; in one of my JSM projects I have 237 open issues and 169 assigned to me but in the portal most of the 89 issues I can see in "Requests" are not even for that same project.

By default the portal will only show you issues/tickets you are the reporter, assignee or participant of, and not all request types show up in the portal.

You need to use the Agent/Project view for wider visibility if you're an agent. If you want other, non-agent users to be able to see all tickets, they need to be added directly as participants. You could also look into using Organisations, but I'd urge caution with that as it can easily leak staff/customer/client data unintentionally.

comments: author: Dave Calabro
body: Thank you Ian. So yes this would be for customers to be able to see their open tickets. Is it that I just share the ticket with them? I have a test customer created as a service desk customer. I also attempted to add the test customer as a stakeholder but the account does not show up when I search. I have verified that in the project settings that the test account is there.


author: Ian B
body: Customers should be able to see their own tickets already. If you're wanting for them to see all tickets created within their organisation, this is possible by creating and adding users to an organisation, but this should be used with caution if there's ever likely to be potentially sensitive data in any of the issues.


author: Dave Calabro
body: Thank you so much Ian. All good now.


Tags: cloud

jira-service-management

jira-service-management-cloud
Hi, anybody knows, how I can change the type of Project.
Asked by Rodrigo Suarez Rios:

Need change type of Project from team managed Software to company managed software,

Thanks!


Answers:
author: Mohamed Benziane
body: Hi,

this KB should help you

<https://support.atlassian.com/jira-software-cloud/docs/migrate-between-team-managed-and-company-managed-projects/>


author: John Funk
body: Hi Rodrigo - Welcome to the Atlassian Community!

You cannot change the type of project. You must create a new project for the type desired and migrate any existing issues from the original project to the new project.


Tags: cloud

jira-service-management

jira-service-management-cloud
enable Time Tracking
Asked by Angela Wagner:

I created a new service project and the 'Work Log' tab or action is not enabled on the project like my other projects. Where do I enable it or change the project type to ensure I have worklogs enabled?


Answers:
author: Manoj Gangwar
body: Hi [@Angela Wagner](/t5/user/viewprofilepage/user-id/5247494)

Welcome to the Atlassian Community

Make sure that the time tracking field is added on your edit and view screens:

Go to project \> project settings \> Issues \> Screens

Select the screens of your issue types to which you want to add the time tracking to, and add it

Cross check that now is visible.

comments: author: Angela Wagner
body: I don't see 'Issues' in the project settings navigation panel. I'm thinking it may have not been set-up correctly. I show "request types'.

![navigation panel.png](https://community.atlassian.com/t5/image/serverpage/image-id/346674i98058CEC3FD90D99/image-size/large?v=v2&px=999 "navigation panel.png")


author: Trudy Claspill
body: Hello [@Angela Wagner](/t5/user/viewprofilepage/user-id/5247494)

Welcome to the Atlassian community!

Based on the image you provided it appears you are using a Team Managed Service Management project. Can you confirm or refute this by looking at the bottom of that panel for text like this?

![Screenshot 2024-09-11 at 12.39.45?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/346753i6951795D176708CD/image-size/large?v=v2&px=999 "Screenshot 2024-09-11 at 12.39.45?AM.png")

If that is a match then you need to add the Time tracking option to the screens for each Request Type where you want to log time.

Click on Request Types in the screen you have shown. That will change the panel to show a list of request types.

Click on one where you want to add time tracking. In the panel on the far right search for the Time Tracking field.

![Screenshot 2024-09-11 at 12.40.51?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/346754iB5630BD03608505C/image-size/large?v=v2&px=999 "Screenshot 2024-09-11 at 12.40.51?AM.png")

When it is found drag it from the panel on the far right into the Context area in the center panel.

![Screenshot 2024-09-11 at 12.44.03?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/346758i054E8EB4E4C995BD/image-size/large?v=v2&px=999 "Screenshot 2024-09-11 at 12.44.03?AM.png")

Then click the Save Changes button at the bottom of the screen.

![Screenshot 2024-09-11 at 12.44.43?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/346759i1D75C3A8AF6A08C9/image-size/large?v=v2&px=999 "Screenshot 2024-09-11 at 12.44.43?AM.png")

Repeat that process for each Request type where you want to log time.


author: Angela Wagner
body: Thank you! Thank corrected it.


author: Manoj Gangwar
body: [@Angela Wagner](/t5/user/viewprofilepage/user-id/5247494) If our responses were helpful please consider clicking on the Accept Answer buttons to mark your Question as Solved.


author: Angela Wagner
body: done. Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding Task - Can more fields be entered on the parent for streamlining purposes?
Asked by Robert Burghardt:

When adding a task to a parent JIRA, right now, the only field that can be completed is the summary field. After that, you must open up the dialog box to fill in the other fields.

Is there a way to adjust the screen shot below so that we can enter the summary, due date, task type \& estimated hours rather than having to enter them on the dialog box? That would save a LOT of time!

![2024-09-10_14-11-48.png](/t5/image/serverpage/image-id/346651i67133D331E8810A0/image-size/large?v=v2&px=999 "2024-09-10_14-11-48.png")


Answers:
author: Joseph Chung Yin
body: [@Robert Burghardt](/t5/user/viewprofilepage/user-id/5589101)

Welcome to the community. Unfortunately, it is not possible to add additional field in your highlighted area. However, if you create a custom field configuration scheme for the Subtask issue type and make the additional fields as Mandatory (REQUIRED) and apply the scheme to your project's Subtask issue type, then once you enter the summary field value that it will automatically bring up the issue creation screen after you hit the "Create" button.

In my test, I made the "Component/s" field mandatory for Subtask issue type. So when I entered my issue summary value and click on the "Create" button - the creation window shows up automatically.

Hope this makes sense.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Coying Multi-Select values to the same multi-select list on a JS cloud project via automation
Asked by Uli Low:

We have a team that get ideas in via our JSM portal.   

I previously set up an automation to create an item on their backlog on their JS project which copies across the values to those exact same fields in their JS project on their issue view.

This worked beautifully until they wanted to use a multi-select field. After adding in the multi-select field and updating the automation so this passed the correct info across I noticed that everything is copied over except the multi-select field values (even when only a single value is selected in the field).

I did some digging and came across [this article](https://confluence.atlassian.com/jirakb/how-to-copy-values-between-multiple-choice-fields-via-automation-1167704702.html), wondering if the bug also applied to JS, not just Jira Product Discovery.

I tried the solution outlined here and get an error when the automation runs. The rule doesn't work at all now due to the Advanced JSON in my automation.

Does anyone have another solve for this? I discovered this last week and used a single select field instead on another item, but multi-select is the most appropriate and cleanest way to get this to work for this particular team.

I've included screeenshots of my automation below, incase I'm the problem and have made a mistake I haven't seen. ?

Thanks in advance!   

![Screenshot 2024-09-10 at 19.27.15.png](https://community.atlassian.com/t5/image/serverpage/image-id/346660i1F79C9403088BAEA/image-size/large?v=v2&px=999 "Screenshot 2024-09-10 at 19.27.15.png")

![Screenshot 2024-09-10 at 18.57.55.png](https://community.atlassian.com/t5/image/serverpage/image-id/346658i740C9FA56A1F3A37/image-size/large?v=v2&px=999 "Screenshot 2024-09-10 at 18.57.55.png")


Answers:
author: Mikael Sandberg
body: In the step where you are creating the variable, change

    {{#issue.customfield_12209}}{"value": "{{profpoints}}"},{{/}}

to

    {{#issue.customfield_12209}}{"value": "{{name}}"},{{/}}

The {{name}} part of that will give you the display name of the values selected.


author: Joseph Chung Yin
body: [@Uli Low](/t5/user/viewprofilepage/user-id/5262442)

I agreed with [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

When one setting up local variable in the automation rule, you can also reference the following link to see how json format is used-

<https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/>

Hope this also helps.

Best, Joseph Chung Yin


author: Uli Low
body: Thank you both! Extremely helpful in solving, I knew something was wrong but not what.

Hope you both have lovely days!


Tags: cloud

cloud-automation

jira-service-management

jira-service-management-cloud

jira-software-cloud
Production Timeline for Migration
Asked by afton_james:

Good afternoon,

Please let me know if the production timeline for migration for Opsgenie is still October 7th. Please also provide any documentation regarding the Opsgenie migration to JSM.

Thank you,

Afton


Answers:
author: Egor
body: Hey Afton,   
Thanks for reaching out to Atlassian Community!   

As per <https://support.atlassian.com/jira-service-management-cloud/docs/start-shifting-from-opsgenie-to-jira-service-management/> there's no deadline for the migration.   

Please note, this is only if you're using a Standalone Opsgenie account.   

In case your Opsgenie is JSM-subordinate, which means it is already considered part of the JSM product. This change will also make it part of the JSM UI.

Standalone Opsgenie is a separate product, which will not see any changes. If you are seeing the message in your Opsgenie, it means you are not on Standalone Opsgenie.

Best Regards,  
Egor


Tags: cloud

opsgenie
Hide SLAs section from View screen
Asked by Lan Anh:

Our Project does not need this particular feature and the users do not see this in the older Jira version. But I notice this appears in the new Jira Data Center version and wonder if this section can be hidden to keep a consistent UI? As per screen cap below I have remove all the SLA settings in the Customer Portal, yet this section is still showing. Thanks!

--- Lan Anh

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/346625i3BE9FB955541216D/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Rodrigo Martinez
body: Hi [@Lan Anh](/t5/user/viewprofilepage/user-id/4654046) !

Thanks for raising this question here!

I'll share the same solution we discussed in the support ticket you opened with us so it helps more fellow Admins that may find this thread, too!

We just updated the article on [How to customize Jira with JavaScript and CSS](https://confluence.atlassian.com/jirakb/how-to-customize-jira-with-javascript-and-css-1178874962.html) with this example. We **invite** **everyone to read it through** so they know the caveats of such customizations and how delicate they are (i.e. they may break on minor Jira upgrades even and require fixes by the Admins).

This is the code from the current "Example 5. Adding a new stylesheet conditionally":

    <!-- COMPANY-NAME custom Javascript banner to hide the SLA panel for some Projects --><script>try {  if (window.location.href.indexOf("/PROJKEY-") > 0) {    let sheetSLA = document.createElement("style");    sheetSLA.id = "COMPANY-NAME-custom-stylesheet-from-announcement-banner-001";    sheetSLA.innerHTML = '#sla-web-panel-react { display: none; }';    document.head.appendChild(sheetSLA);    console.info("[COMPANY-NAME custom JS banner] [INFO] SLA panel hidden");  }}catch (error) {  console.info("[COMPANY-NAME custom JS banner] [ERROR] " + error);}</script>

Replace "/PROJKEY-" by the respective project's key (keeping the slash and hyphen) and it should work. Also replace COMPANY-NAME respectively.

Cheers,

Rodrigo --- from Atlassian Premier Support for Jira Data Center


author: Manoj Gangwar
body: Hi [@Lan Anh](/t5/user/viewprofilepage/user-id/4654046) ,

You can hide the SLA field from the view screen.

Go to the Project Setting\> Request Types\>Search for the particular request type and click on it.

After that Click on the Issue View option search for SLA remove it


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to show the field based on another field selection in customer portal
Asked by Omprakash Thamsetty:

Do we have option to show the field 2 based on field 1 selection in customer portal in JSM?

Thanks,

Om


Answers:
author: Joseph Chung Yin
body: [@Omprakash Thamsetty](/t5/user/viewprofilepage/user-id/636753) -

Out of the box, it is not possible. You have two options -

1) Acquiring third party add-on from Atlassian Marketplace that provide you with that function. One of them is Scriptrunner for Jira and utilizes one of the add-on component named "Behavior" configuration for your project.

[https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=datacenter\&tab=overview](https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=datacenter&tab=overview)

2) Use "FORMS" configuration (the product was named "Proforma"). It is now a part of JSM product, but you still need to download the add-on from Marketplace. You can incorporate FORMs setup into your JSM Request Type setup, and the FORMs setup allows you to setup conditions to display or hide elements (fields).

Hope this helps.

Best, Joseph Chung Yin

comments: author: Omprakash Thamsetty
body: Hi Joseph,

I appreciate you taking the time to answer my query.

I have script runner and used behavior for jira data center projects. It works in jira but need same kind of behavior in Customer Portal where customers access it and submit the tickets.

If we write the behavior then those field behave same in customer portal?

Thanks,

Om


author: Vijay Dadi
body: Hello [@Omprakash Thamsetty](/t5/user/viewprofilepage/user-id/636753) ,

If you are looking for a show/hide functionality in customer portal, use Forms to build your request type. Hope this helps.

Vijay


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Add a group as participants in automation
Asked by Martina Bassi:

Hello community,

as far as I can see, it's not possible to add a group as participants in Jira automation, is it?  
Am I missing some steps?

Thank you,  
Martina


Answers:
author: Manoj Gangwar
body: Hi [@Martina Bassi](/t5/user/viewprofilepage/user-id/5273893)

Please refer to the below document.

<https://confluence.atlassian.com/jirakb/how-to-add-group-members-as-request-participants-1388151755.html>

comments: author: Martina Bassi
body: Thank you!  
I read the doc, but I can't really understand why I should create a custom field when the information is already available. It's a complicated and redundant approach I think.  


author: Manoj Gangwar
body: If its already created then you can proceed with next steps.

Or if you have JMWE plugin then you can copy the group users to request participants field using the workflow post function.


Tags: cloud

jira-service-management

jira-service-management-cloud
Copy issue field value to child tickets in other projects
Asked by Oliver Skelton:

Hi, my challenge is this. I have a custom field (Label) in a project at story level (Target Month) and I want to build an automation to ensure the same value is maintained across an epic, story and task. So if i update the value in Epic, it will be updated at Story and then Task level.

I can do this in a single project but some of my tasks are created in other projects and trying to fathom out a solution is beyond me, I have experimented with Global and multi project rules, but they only seem to be executing in a single project still or not at all.

Any help or advice (with pictures) would be much appreciated...

![Screenshot 2024-09-10 160907.png](https://community.atlassian.com/t5/image/serverpage/image-id/346603i814C73D2E1F7CBAD/image-size/large?v=v2&px=999 "Screenshot 2024-09-10 160907.png")


Answers:
author: Walter Buggenhout
body: Hi [@Oliver Skelton](/t5/user/viewprofilepage/user-id/5588480) and welcome to the Community!

Based on your description that you want to sync data from an epic to its child issues, your rule should look somewhat like this:

![Screenshot 2024-09-10 at 19.32.36.png](https://community.atlassian.com/t5/image/serverpage/image-id/346636iB76B9EC7C6108467/image-size/large?v=v2&px=999 "Screenshot 2024-09-10 at 19.32.36.png")

Given that one of the fields you are trying to update *priority* and that it's not really clear what type of field *Target_PI* actually is, it is worth noting that there is always a chance that different values are available across your different projects for those fields. If the values from your Epic's project are different than the ones in your other projects, your rule may still fail. That should then become clear when you look at your automation rule's audit log.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Automation web request throws 403
Asked by Jamshaid:

I am sending a web request using Jira Automation and it ends up with the following error message

![123.png](https://community.atlassian.com/t5/image/serverpage/image-id/315041iB3E5AE43E6396FA2/image-size/large?v=v2&px=999 "123.png")

When I send the same request using POSTMAN, it works fine but on Jira, it throws the above error. Here is my rule:

![1234.png](https://community.atlassian.com/t5/image/serverpage/image-id/315042i27331794E2CA3FEF/image-size/large?v=v2&px=999 "1234.png")

Here is my web request

![12345.png](https://community.atlassian.com/t5/image/serverpage/image-id/315043i56BA84CBE8ED8B7F/image-size/large?v=v2&px=999 "12345.png")

what is wrong with this. i am unable to understand the logic behind error.


Answers:
author: Julian Governale
body: This may be related to this comment: <https://community.atlassian.com/t5/Jira-Software-articles/Automation-for-Jira-Send-web-request-using-Jira-REST-API/bc-p/1595132#M3843>

It looks like your application is running on port 7000 which according to that comment, is not a part of the allowed ports from the Send Web request action.


author: Sebastian Krzewi?ski
body: Hi [@Jamshaid](/t5/user/viewprofilepage/user-id/4092272)

403 means that user that you used is not allowed to do that.

Can you re-check user credentials?

URL don't look like a standard jira API. Is ti something provided by add-on?

Regards,

Seba

comments: author: Jamshaid
body: Hi [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725)

Thanks for responding. This is an API to my application. The user credentials are correct. As I have copied them from Postman.


author: Jamshaid
body: this is my postman request

![123.png](https://community.atlassian.com/t5/image/serverpage/image-id/315054iA9D9F8C1675B20E0/image-size/large?v=v2&px=999 "123.png")

![1234.png](https://community.atlassian.com/t5/image/serverpage/image-id/315055i4249498D8215B420/image-size/large?v=v2&px=999 "1234.png")
Prompt the user if a field value changed
Asked by Filipe Dias:

Hi everybody.

Is there a way to force a prompt to the user so he can enter a justification if he updates a field value?

Thank you


Answers:
author: Rich
body: Hi [@Filipe Dias](/t5/user/viewprofilepage/user-id/52506) Yes, you can use an automation to add a comment to the ticket. See the attached screenshot of the automation I use when the linked issue type is blocked.![Screenshot 2024-03-27 at 2.22.59?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/314927i45D96F2C068150E1/image-size/large?v=v2&px=999 "Screenshot 2024-03-27 at 2.22.59?PM.png")

comments: author: Filipe Dias
body: Hello [@Rich](/t5/user/viewprofilepage/user-id/4784005)

Thank you for your reply.

The use case you show me is not exactly what I need.

Your automation adds a comment to the ticket. I don't want the automation to add the comment, I want to force the user to comment if he changes the value of a field, so, I need the automation to open a prompt so the user can say why he's changing the value.

Kind regards

Filipe
Update from Liked issue
Asked by Solomon, Riyad, Vodacom:

how to create an automation that updates fields from linked issues on another board

Example : Issue on project A is linked to an issue on Project B

Use Case 1

When the status of issue project A changes form Doing to Done - automatically change the status of Issue in Project B from XX to XX

Use Case 2

Description update for issue in project A - Update the description for issue in Project B


Answers:
author: Bill Sheboy
body: HI [@Solomon, Riyad, Vodacom](/t5/user/viewprofilepage/user-id/5194305)

Both of those scenarios are possible, and they will require a multiple-project or global scope rule. Project-scope rules can only create (or clone) issues in other projects, but cannot access or update them.

Your Jira site admin will need to change the rule scope as such rules are managed in the global automation area of the admin functions.

Kind regards,  
Bill


Tags: linked-issues
Automation to transition status if Agent replies to Customer
Asked by tyler mikkelson:

I'm trying to setup automation so that if an Agent or Administrator replies to a customer, then transition issue status to Pending User Response. However, I do not want the status to transition if it's just an internal comment. Not sure where I'm going wrong but can't seem to get this to work. It either doesn't work at all or the status changes for both customer replies and internal comments. Can't seem to separate the two.![Jira Automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/314613iA9344C7CE0362606/image-size/large?v=v2&px=999 "Jira Automation.png")

What am I doing wrong?


Answers:
author: Mikael Sandberg
body: Hi [@tyler mikkelson](/t5/user/viewprofilepage/user-id/5462610),

Welcome to Atlassian Community!

The way you have is set up the check to see if the comment is internal is only happening on the IF branch.

If you look in the template you will a rule called "When a comment is added ? update the status" that looks like this:

![Screenshot 2024-03-26 at 11.26.27?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/314615i9E6E0381D99A5273/image-dimensions/300x588?v=v2 "Screenshot 2024-03-26 at 11.26.27?AM.png")

As you can see this one is checking if the comment is internal at the top, meaning that the automation will stop right there if it is.

comments: author: tyler mikkelson
body: thanks for the help! That helped me consolidate both automation's into a single rule. Figured out my primary issue. The value for {{comment.internal}} that I was trying to match against is case sensitive. I was trying to match the value "False" but the real value was "false" with a lowercase f. That was enough to break the automation.

After changing the value to "false" the automation works just fine. Lesson learned haha.