youngmon/atlassian-qna huggingface dataset:
How to specifcy application when hitting rest/admin/latest/sessions/user?
Asked by Aakash Lakhotia:

I have two applications in my Crowd dashboard.

One called 'crowd' one called 'google-apps'.

![gRxrlKb](/t5/image/serverpage/image-id/58046i431A4CBE4ED9EBA9/image-size/large?v=v2&px=999 "gRxrlKb")

When hitting [http://crowd-test.mysite.com/crowd/rest/admin/latest/sessions/user?search=\&directoryId=](http://crowd-test.mysite.com/crowd/rest/admin/latest/sessions/user?search=&directoryId=) with credentails for my application called 'crowd' I get:

HTTP Status 401 -- Unauthorized {#toc-hId--1415511953}
------------------------------------------------------

*** ** * ** ***

**Type** Status Report

**Message** Unable to authenticate user as there are no directories mapped to the application google-apps

**Description** The request has not been applied because it lacks valid authentication credentials for the target resource.

Wondering how I can specify my 'crowd' Application as the one to hit instead.

Thanks


Answers:
author: Gaurav
body: Hi [@Aakash Lakhotia](/t5/user/viewprofilepage/user-id/3361676) ,

You cannot get user sessions for a specific application from the REST API in Crowd.

This REST endpoint can only filter user session on the basis of directory id or search keyword.

Thanks,

Gaurav Agarwal
Customer detail fields smart value
Asked by Nao Morita:

Hi,

I'm trying creating an automation in Jira Service Management, I want to get the value from the "customer detail fields", but I don't know how to describe smart value.  

How can I do that?  

**Manage customer detail fields**   
<https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/>


Answers:
author: Rudy Holtkamp
body: Hi [@Nao Morita](/t5/user/viewprofilepage/user-id/5306615) and welcome to the community,

You can grep them via the rest api: <https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-organization/#api-api-v1-organization-details-get>


Tags: cloud

jira-service-management

jira-service-management-cloud
Assign incoming ticket to a queue
Asked by Jeff Sommer-Zervos:

Hello,

When someone sends a ticket is there a way for Jira to automatically put that ticket into a specific queue?


Answers:
author: Mikael Sandberg
body: Hi [@Jeff Sommer-Zervos](/t5/user/viewprofilepage/user-id/5585375),

Welcome to Atlassian Community!

Yes, that is possible. Queues are just filters, so all you need to do is that the queue that you want the request to show up in has a filter that picks up that request. For example lets say you want all emailed requests to go to an email queue the filter would look like this:

resolution = Unresolved AND "request type" = "Emailed request"


author: Vijay Dadi
body: Hello [@Jeff Sommer-Zervos](/t5/user/viewprofilepage/user-id/5585375) ,

You can make use of automations to route certain issues to a specific queue. Hope this helps.

Vijay


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
When im attaching a document it will only attach a link. How do I fix this?
Asked by Jonathon Hughes:

A user is trying to attach a word doc. When they do this it is attaching as a link and we need it to attach as a document. Any Ideas?


Answers:
author: Joseph Chung Yin
body: [@Jonathon Hughes](/t5/user/viewprofilepage/user-id/5585370) -

Welcome to the community. Can you provide more information your actual steps when you attaching file to the issue? (i.e. via the Portal UI or Project Issue UI?)

Please advise.

Best, Joseph Chung Yin

comments: author: Jonathon Hughes
body: when we try and attach a word document to project issue UI. It will only attach as a link that you have to download. It used to just attach the file. Just trying to find a fix for this.


Tags: cloud

jira-service-management

jira-service-management-cloud
I need t know if there is a way to add Web Links in the ticket.
Asked by Sofia Grunspan:

Hi! I have a request that I'm not sure if it can be accomplish, one team has a JSM project with its portal and when the ticket is created they need to make Web Links visible to customers.

They are using Forms in the portal and as I know Web Links is not a custom field I don't know how to add it and if the agents edit the ticket after is created those changes will be visible to the customer.

They don't want to use comments because they have long threads of comments and the links get lost on them.


Answers:
author: David Friedrich
body: Hi [@Sofia Grunspan](/t5/user/viewprofilepage/user-id/5555756)

as far as I understand your agent would like to communicate a link to the customer, but it can not be in the comments, correct?  
You say that they use forms within their request types.

There is a field type "URL" for forms. Could you add a URL field to the form?  

A form is always visible to the customer at the top of the request.  

![2024-09-06 07_29_57-Clipboard.png](https://community.atlassian.com/t5/image/serverpage/image-id/345929i4C0B8B8BF16B90AF/image-size/large?v=v2&px=999 "2024-09-06 07_29_57-Clipboard.png")

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation sending email to Request participant even though he has been removed earlier in the rule.
Asked by Tyler Giles:

Hello!

Please see screenshot. I have an automation rule that is not working as expected. I want it to remove a specific user from 'Request participants', and then send an email to 'Request participants'. The removal works GREAT! (Edit issue field- Advanced). This does exactly what it is supposed to do.

But, the email below is still being sent to the user above, who was removed. This has nothing to do with Reporter, that is also working fine and is a different user all together. This was not working with out the delay, so I went ahead and added a 30 second delay, and it is still not working as expected. Removed user (who is 100% removed) is still getting email addressed to 'Request participants' of which they are no longer a part of.

Any ideas? Thank you so much for your time!![2024-09-05_14-19-55.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/345851i9A1666B9371A60BF/image-size/large?v=v2&px=999 "2024-09-05_14-19-55.jpg")


Answers:
author: Mikael Sandberg
body: The delay will not update the data the automation have about the issue that triggered the automation. If you do an edit of the issue within the automation, like in this case remove a user from the request participants field you have to Re-fetch issue data for it to work as you expect it.

comments: author: Tyler Giles
body: [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) This worked perfectly, thank you!


author: Joseph Chung Yin
body: [@Tyler Giles](/t5/user/viewprofilepage/user-id/5525501)

I agreed with [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) stated, you need to add an action "Refetch Issue Data" and place it right before your Send Mail action in your automation rule.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
How to reference Assets >Object >Attribute >Options in a Custom field
Asked by Chad Jackson:

A little stuck and looking for some guidance. I have an assets object of "Applications" an Attribute of Applications is "Business Function" Business Function is a drop down select list.

I am trying to create a custom Assets Object field that pulls the contents of this list.

I have tried the following with no luck.... Where am I going wrong?

* objecttype= "Applications" AND attribute="Business Function.label"
* objecttype= "Applications.Business Function{0}"
* objecttype= "Applications.Business Function.label{0}"

![2024_09_05_10_39_49_Assets_object_s_field_configuration_Jira.png](/t5/image/serverpage/image-id/345808iBFCCA8567A92FC9C/image-size/large?v=v2&px=999 "2024_09_05_10_39_49_Assets_object_s_field_configuration_Jira.png")

![2024_09_05_10_37_00_Object_Schema_Jira.jpg](/t5/image/serverpage/image-id/345807iF9DE24CCBFEAE307/image-size/large?v=v2&px=999 "2024_09_05_10_37_00_Object_Schema_Jira.jpg")

objecttype= "Applications" AND attribute="Business Function.label"

* objecttype= "Applications.Business Function"


Answers:
author: julia_gracia
body: Hi Chad

I think that you should created a new objectType in the schema named "Business Function" Create the options as objects in this type and then created a new attribute in Applications, this attribute should be object type and reference the "Business Function" type.

comments: author: Chad Jackson
body: I am following what you are saying and have several Custom fields where we have that senario working. Although this Attribute is engrained and would be a pain to recreate. I have looked at building a custom field with the same options for automation purposes. Although then we need to maintain 2 lists.

I have to assume there is a way to access the attribute options in a defaultType and select Type Value.

Appreciate your time and attention.

Chad


Tags: cloud

jira-service-management

jira-service-management-cloud
jira service management app splunk
Asked by Chinmay:

are there any working screenshots or demo available for this app? there seems to be no video tutorial or any guidance docs beside the main doc.   

Any guidance would be helpful -   
I am looking for a way to get JIRA-\>Splunk data in whenever there is a change in the issue or just able to query all the issues in JIRA via splunk and pull back stats


Answers:
author: Gustavo Moraes
body: Good morning, [@Chinmay](/t5/user/viewprofilepage/user-id/5585176)

You're talking about CISCO's app, Splunk, right?

I don't believe you'll find much inside Jira, as it's a third-party app.

You can try checking the product site [Splunk \| The Key to Enterprise Resilience](https://www.splunk.com/) and checking this documentation if you're looking to understand how to integrate Jira and Splunk [Integrate with Splunk \| Jira Service Management Cloud \| Atlassian Support.](https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-splunk/)

If I'm not understanding your request correctly, please try detailing more of what you need.

Thanks!

comments: author: Chinmay
body: Yes like the Cisco splunk - these are the official docs - i was hoping to see if there was any support from your end , thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Assets and ScriptRunner
Asked by julia_gracia:

Hi

Is it possible to use scriptrunner with Assets objects in Jira Cloud? If not, is it contemplated that it will be possible in the future? Is there an estimated date?

Thanks in advance


Answers:
author: Marc - Devoteam
body: Hi [@julia_gracia](/t5/user/viewprofilepage/user-id/5583464)

Welcome.

Looking at the documentation form Scriptrunners developer Adapatavist, no.

But raise a request at their support portal and see if this is possible in the future.

You can create Asset object in automation using the scriptrunner extension in automation , but automation itself has this option as well.

comments: author: julia_gracia
body: Thank you Mark i will rise the request because i need more options than automation offers.


Tags: assets

cloud

jira-cloud

jira-service-management

jira-service-management-cloud
How to disable customers create request for others
Asked by Jose Gonzales:

Hi All,

I have the Cloud version and I can found where I can configura Customers can only create requests for themselves from the Portal user


Answers:
author: Amol Dongare
body: Hi Jose,

Can you check the Customer Permission section?

![Capture 2024-09-05 at 21.11.52.png](https://community.atlassian.com/t5/image/serverpage/image-id/345810iB99E69D018D44FA0/image-size/large?v=v2&px=999 "Capture 2024-09-05 at 21.11.52.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Assets- trying to link objects
Asked by bob.richards:

Hi all,

We are wanting to use Jira Assets to manage our laptops. We are using an Okta workflow with an API call to create User objects in our Object Schema. For creating laptop objects, I am importing with a csv from Jamf. We are wanting the user object to show the laptop as an asset attribute, and the laptop object to show the user as the user attribute. I can't find documentation anywhere on how to do this. I'm sure its by using AQL, but I can't find documentation or tutorials on how to use it in this application. The Jamf import will have user email that can be mapped so I feel conceptually there could be some match made on email to link these two together. Any help is appreciated.


Answers:
author: julia_gracia
body: Hi Bob,  
If you share screenshots of the two importers, the Users one and the PC one, I could help with the configuration of the link.


Tags: asset

cloud

jira-service-management

jira-service-management-cloud
Can the virtual agent record conversations had via the portal?
Asked by Neal Painter:

We have recently started using the virtual agent via the project portal and it seems to be working as expected except that the conversations are not recorded in the portal and the conversation is not saved to the ticket when one is raised.

Is there a setting to enable this?


Answers:
author: Jack Brickey
body: According to this article administrator should be able to access the transcript - [who-can-see-virtual-agent-conversations](https://support.atlassian.com/jira-service-management-cloud/docs/who-can-see-virtual-agent-conversations/) . I have not played with it yet, but would suggest looking in the admin settings, area.


Tags: cloud

jira-service-management

jira-service-management-cloud

virtual-assistant
how to give someone (not reporter or participant) access to a form
Asked by Evert Morren Atlas Admin:

I am looking for an option to give someone in our organization access to a form. The person is not the reporter or an participant. The person may have only access to the form, not to other comments. I have made an automation to send the form as a URL to the person, that works fine, but if he opens the url he get a failure. What happens?

![image.png](/t5/image/serverpage/image-id/345766i55456E6F955BF477/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Joseph Chung Yin
body: [@Evert Morren Atlas Admin](/t5/user/viewprofilepage/user-id/4775056) -

A user must have access to the issue (meaning that he/she must have access to the project - although they don't have to be an agent for JSM or reporter/participant).

Here is an option for you to consider if you want to restrict the user to have only access to the form and nothing else -

1) Configure your form setup, so when the form is used to create the issue in your JSM project, you also select the option to attach it to the issue as an attachment.

3) Create an automation rule using Automation for Jira (i.e. triggering off at issue creation event) to send the issue's form attachment to the user via send mail action.

See the following KB article - <https://confluence.atlassian.com/jirakb/how-to-send-jsm-form-pdfs-as-an-email-attachment-to-specific-users-using-automation-1167830111.html>

Hope this helps.

Best, Joseph Chung Yin

comments: author: Evert Morren Atlas Admin
body: Dear,

Thanks for your reply. In the solution I read 'First, we need to ensure that the field is not hidden in the Field Configurations and is configured to the View Issue Screen for the required Issue Type." What does that mean?

regards,


author: Chris Rainey
body: Hi there,

[It's possible to download submitted forms as a PDF](https://support.atlassian.com/jira-service-management-cloud/docs/reopen-delete-or-download-a-form-from-an-issue/#:~:text=%E2%80%A6)%20menu.-,Download%20a%20form%20on%20an%20issue,-To%20download%20a). Would that work for you here?

comments: author: Evert Morren Atlas Admin
body: Hi Chris,

Thanks for answering. The problem is, the person doesn't have access to he form, because he is not the reporter, agent or participant. So far I understand, your option works only for someone who has access to the issue.


author: Chris Rainey
body: Sorry, my suggestion was to send this person a downloaded PDF version of the form. I wonder if there's a way to do that via automation.

You're correct, because they are not an agent, reporter, or participant, they do not have access to the Jira issue and can't see the form.


Tags: cloud

jira-service-management

jira-service-management-cloud
In Jira, can you log in as a proxy user if the user is inactive?
Asked by Ashok Shembde:

In user management, a client asked me if it's possible to log in as a proxy user for an inactive user. Can this be done?


Answers:
author: Vijay Dadi
body: Hello [@Ashok Shembde](/t5/user/viewprofilepage/user-id/5289317) ,

Impersonating a user functionality is not available in Jira. But in case if u want to raise a request, you can make use of on-behalf of. Hope this helps.

Vijay


author: Nikola Perisic
body: Hello [@Ashok Shembde](/t5/user/viewprofilepage/user-id/5289317) , no. User either can be activated or deactivated. Each user is assigned to their specific Atlassian account which is based on different IDs'.


Tags: cloud

jira-service-management

jira-service-management-cloud
Retrieving Logs for Deleted User
Asked by Emanuele Cappelletto:

Hi everyone,

A few months ago, we deleted a user from our system. Now, due to some internal business issues, we need to extract the logs related to their activities and the times they were performed. Does anyone know if it is possible to recover this data and, if so, how to proceed?

Thanks in advance for your help!

Let me know if you need any further adjustments or additions!


Answers:
author: Anusha A
body: Hi Alberto/Emanuele,

I have created a support ticket to help you further with this request. You would have received an email with the ticket details.

Have a great day ahead!

Regards,

Anusha A


author: Anusha A
body: Hi Emanuele,

Welcome to Atlassian community support!

You can access these logs from the "Audit logs" section, thanks to your access to Atlassian Guard. Here's the page to assist you in doing it yourself -

* [Track organization activities from the audit log](https://support.atlassian.com/security-and-access-policies/docs/track-organization-activities-from-the-audit-log/)

If you encounter any limitations in accessing certain activities, you can trail Atlassian Guard on premium for 30 days to obtain the details you need.

Hope this information is helpful.

Regards,

Anusha A

comments: author: Alberto Piva
body: Hi Anusha,

I'm Alberto, a collegue of Emanuele.

Our Atlassian Guard is on standard plan, how do we safely enable premium for 30 days without incurring in unexpected expenses?

Thank you, regards.

Alberto Piva


Tags: cloud

jira-service-management

jira-service-management-cloud
why return path via US
Asked by Folco:

![image.png](/t5/image/serverpage/image-id/345723iF7F1B9A30278A9A6/image-dimensions/188x215?v=v2 "image.png")

Our data is located in Europe but the 'sender mail from address' and 'return path' are 'jira@mail-us.atlassian.net'. also location is US. see screenshot. Why is that?


Answers:
author: Dirk Ronsmans
body: Hey [@Folco](/t5/user/viewprofilepage/user-id/5233254) ,

When you pin the data with data residency not all your data is actually pinned.

<https://support.atlassian.com/security-and-access-policies/docs/understand-data-residency/>

Especially in the link below it is specified what data is and is not actually pinned.

<https://support.atlassian.com/security-and-access-policies/docs/understand-data-residency/#In-scope-product-data>


Tags: cloud

jira-service-management

jira-service-management-cloud
Remove board view in Jira product discovery
Asked by Tanuj Kukreti:

Remove board view in Jira product discovery


Answers:
author: Walter Buggenhout
body: Hi [@Tanuj Kukreti](/t5/user/viewprofilepage/user-id/5584935) and welcome to the Community!

I am not sure what you are trying to achieve. If you want to remove a board view (or another view) from a JPD project, you can click on the **...** menu that appears when you point at the view and then select *delete* to remove it:

![Screenshot 2024-09-05 at 12.16.20.png](https://community.atlassian.com/t5/image/serverpage/image-id/345717iD7F5D046EF5F2918/image-dimensions/341x158?v=v2 "Screenshot 2024-09-05 at 12.16.20.png")

Hope this helps!


Tags: cloud

jira-product-discovery

jira-service-management

jira-service-management-cloud
How Can to calculate Average Time Spent on Tickets
Asked by Monika Rani:

Hi,

I'm looking to calculate the average time spent on issues. After exploring apps and community answers, I've only found solutions for average time in status. However, I need to calculate the average time spent (logged time) on all closed issues for a specific year. Can anyone suggest a solution?

Thank you!


Answers:
author: Walter Buggenhout
body: Hi [@Monika Rani](/t5/user/viewprofilepage/user-id/3242808),

That request needs you to aggregate a lot of data and then calculating averages on them. I would definitely recommend you to look at a BI reporting solution. You may have one available in your company, but if you don't, you might want to look at EazyBI for this:

![Screenshot 2024-09-05 at 11.51.46.png](https://community.atlassian.com/t5/image/serverpage/image-id/345712i00CDA81B49A0F283/image-dimensions/329x145?v=v2 "Screenshot 2024-09-05 at 11.51.46.png")

I built the above on report quickly, using *resolution* as a means to detect *closed* *issues*.

Hope this helps!

comments: author: Monika Rani
body: Thank you [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) for your reply, I am using Power BI to achieve this report.


Tags: cloud

jira-service-management

jira-service-management-cloud
Sprint assign
Asked by Regina:

how do I create a Jira automation:  
when I assign sprint to a user story  
I want the target and end date to be updated automatically  
what is the appropriate automation step-by-step


Answers:
author: Jack Brickey
body: Hi [@Regina](/t5/user/viewprofilepage/user-id/5421501) , welcome to the community.

there are different ways to accomplish this, but I will provide what I think would be the best approach. Basically what you would want is a rule that would run when the sprint is started and then for all issues in the active sprint, the dates would be updated. This one sure that you don't set dates before you commit to sprint and as well the sprint dates are not locked down until you start the sprint.

so the rule would basically look like this:

* trigger - sprint started
* branch - for issues in sprint
* action - edit issue and set the two dates using smartvalues

hair is an example that should get you started. Note that the two date fields that I am setting are likely not the ones you want to set but the ones that I had available to me in my test project.

![IMG_3600.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/304135i163509B0558BB7B2/image-size/large?v=v2&px=999 "IMG_3600.jpeg")

let me know if you have any questions. I will try to get back to it when I can.

comments: author: Bill Sheboy
body: Hi [@Regina](/t5/user/viewprofilepage/user-id/5421501) -- Welcome to the Atlassian Community!

Adding to Jack's answer...

An adjustment to the suggested rule is to specifically use the Sprint which started the trigger, rather than values from the issues:

* {{sprint.startDate}} instead of {{issue.sprint.startDate}}
* {{sprint.endDate}} instead of {{issue.sprint.endDate}}

If issues have carried over from prior sprints, using {{issue.sprint.startDate}} will produce a list of dates rather than one value.

Kind regards,  
Bill


author: Jack Brickey
body: Good catch [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) !


author: Bill Sheboy
body: Hi [@Regina](/t5/user/viewprofilepage/user-id/5421501)

Just checking if this answered your question. If so, please mark this one as "answered" to help others find solutions faster. If not, provide any additional information to help the community offer suggestions.

Thanks!