youngmon/atlassian-qna huggingface dataset:
getting 403 error on getUserAPI
Asked by ajith:

Hi Team,  
getting 403 error while calling getUserAPI using API Token. It was worked till yesterday.  

URL : <https://funvane-team-cd24ir8k.atlassian.net/rest/api/3/users>  

Thanks,  
ajithkumar.M


Answers:
author: Vijay Dadi
body: Hello [@ajith](/t5/user/viewprofilepage/user-id/5496120) ,

are you using any search criteria to get users or just blank search. I have used like this

<https://xxx.atlassian.net/rest/api/3/user/search?query={{object.Email>}}. This searches the users using the email address provided.

Also while making send web request to this end point, the authorization token used should be base64 encoded. If you have not encoded your API token to base 64, i suggest you do that and that should solve your issue.

Vijay

comments: author: ajith
body: We are not using any search criteria. Instead, we are encoding those values already. It was still working with the old tokens. When I tried with the new API token, I encountered that error. I simply signed up for Jira and generated an API key token. Then, I attempted to call that API. Is there anything that needs to be configured before making that API call?  
Because i tried Bulk get users API, i am getting "Client must be authenticated to access this resource."  

<br />


author: ajith
body: any update on this?


author: Vijay Dadi
body: Can you share the web request details you are making, what is the end pint?


author: ajith
body: [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) Please check the request details below. Please give high priority to this.  

<br />

URL: <https://site4201.atlassian.net/rest/api/3/users>  
userName : cigade8260@gawte.com  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/331026i4969287D64765C94/image-size/large?v=v2&px=999 "image.png")  

<br />

<br />

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/331027i02248AAFD18899CB/image-size/large?v=v2&px=999 "image.png")


author: Vijay Dadi
body: hello [@ajith](/t5/user/viewprofilepage/user-id/5496120) ,

To access user table, you have to be a jira admin not just project admin. Try the same automation with a user who is a jira admin. Hope this helps !

![Get User API.png](https://community.atlassian.com/t5/image/serverpage/image-id/331075iE190F6C1A57B2791/image-size/large?v=v2&px=999 "Get User API.png")


author: ajith
body: [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989)I created a Jira instance with cigade8260@gawte.com. He is the only User in the instance. He is part of all Jira Admin groups. Please tell me what I am doing wrong here.  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/331230i97407D3AEBB53EA0/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/331231i07F3E0566EEB282B/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/331232i1CC8BB589D367035/image-size/large?v=v2&px=999 "image.png")  


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i disable particular issue type?
Asked by Sanjay G:

Dear Community,

I want to disable post incident review - issue type as we are not using it, how do we disable it.

Thanks

Sanjay


Answers:
author: Vijay Dadi
body: [@Sanjay G](/t5/user/viewprofilepage/user-id/5478314) ,

You can do it from your Project Settings --\> Issue Types --\> Edit issue type from top right corner.

![issue types.png](https://community.atlassian.com/t5/image/serverpage/image-id/323374i55E4F77BC78C12A7/image-size/large?v=v2&px=999 "issue types.png")

Drop from left and put it into right to get it disabled.

Hope it helped !

Vijay


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Dashboards: Standard gadget JQL vs. Custom gadget JQL
Asked by Coline Laprade:

Hello Atlassian Community!

It's been a few months since my department moved to JSM. We were having all our KPIs displayed through a custom dashboard under JS.

Since we moved to JSM, we thought that the JSM and standard gadget would make our life easier... unfortunately we realize that the standard gadget are not calculating right the KPI we would like to use. There must be something with the JQL codes but we don't know how to access it.

Is there a way to customize the JSM gadget or to have access to the JQL which is compiling it?

Thank you,

Coline


Answers:
author: Danut M _StonikByte_
body: Hi [@Coline Laprade](/t5/user/viewprofilepage/user-id/4889582),

The JQL of the JSM gadget cannot be customized.

But, there is a much better alternative to it. Our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20agile%20stonikbyte) app offers all the gadgets you need for building a powerful dashboards in JSM for tracking individual teams or projects globally. And they support custom JQL and filters!

Just have a look over this article:

<https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

You could start with the **1-month free trial**. If you have questions or you need any help with the configuration of these gadgets, just email us at support@stonikbyte.com.

Hope this helps.

Danut.


author: Dave Rosenlund _Trundl_
body: Hi, [@Coline Laprade](/t5/user/viewprofilepage/user-id/4889582) ?

Only some of the out-of-box gadgets can be reconfigured.

Check out this [**Manage dashboards and gadgets article**](https://support.atlassian.com/jira-service-management-cloud/docs/manage-dashboards-and-gadgets/) for guidance.

Please report back with more details if you were unable to progress as you described.

Actually, please report back either way and let us know how you were able to solve the problem (if you do).

Good luck,

-dave


Tags: cloud

jira

jira-cloud

jira-service-management

jira-service-management-cloud
Atlassian Plan for Asset Backups
Asked by Jesse Ortega Jr:

Hello Community - Are there any plans by Atlassian to start backing up assets rather than having to go to separate product?


Answers:
author: Kai Becker
body: Hi [@Jesse Ortega Jr](/t5/user/viewprofilepage/user-id/3558849)

thank you for your question. Currently there has not been any update on this.

Since you as a customer are responsible for backups of the entire site anyway (Atlassian only provides for disaster recovery), I would strive for a complete backup solution.

There are several options for this in the Marketplace, for example:

**Jira \& Assets backup:**

[https://marketplace.atlassian.com/apps/1228694/revyz-data-manager-for-jira-backup-restore-analyze-optimize?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1228694/revyz-data-manager-for-jira-backup-restore-analyze-optimize?hosting=cloud&tab=overview)

**Assets only backup:**

[https://marketplace.atlassian.com/apps/1228705/insight-assets-backup-migration?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1228705/insight-assets-backup-migration?hosting=cloud&tab=overview)

comments: author: Jesse Ortega Jr
body: Thank you!


author: Daria Kulikova
body: Hello [@Jesse Ortega Jr](/t5/user/viewprofilepage/user-id/3558849) , maybe you can try to export your data using Atlassian's Backup Manager. Here is written more about exporting Jira data: <https://support.atlassian.com/jira-cloud-administration/docs/export-issues/>

If it comes to third-party backup tools, take a look at GitProtect backup and Disaster Recovery software for Jira Software, JWM, JSM, and Bitbucket. It provides automated scheduled and customizable backups with full data coverage. You can learn more about GitProtect backups on Atlassian Marketplace: [https://marketplace.atlassian.com/apps/1228719/gitprotect-io-backups-for-jira-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1228719/gitprotect-io-backups-for-jira-cloud?hosting=cloud&tab=overview)

You can try the solution free for 14 days or it's free if you have up to 10 users.

Hope you will find the answer helpful,

Regards,

Daria


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
Write to external DB
Asked by Mohamed Saad Taha:

Dears,

I have JSM datacenter edition and I have script runner is this possible to write directly from jira form to external DB ? using script runner or any other tool or automation


Answers:
author: Joseph Chung Yin
body: [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) -

Please provide more information on your ask -

1) What is the process for?

2) What is the external DB system?

It seems it is a custom development using custom scripting and Atlassian REST APIs to pull the data in JSM and send out JSON payload for downstream processing against your external DB.

<https://docs.atlassian.com/jira-servicedesk/REST/4.15.0/>

Otherwise, you will need to search in Atlassian Marketplace for possible third party add-ons for external integration.

Hope this helps. Sorry.

Best, Joseph Chung Yin

comments: author: Mohamed Saad Taha
body: Dear [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

thansk a lot for your reply and interest

1- creating recorded in database tables after certain workflow steps

2- Database is oracle database


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Can I have one Board for 2 Jira Service Management Projects
Asked by Natalie Bateman:

At the moment I have several Service Desk Projects for customers who are part of the same 'group' and for third parties.

I want to consolidate all the customers who are in the same group to one Service Management Project but then have a separate project for third parties but allow the team to work off the same board.

I found a link to an [article](https://community.atlassian.com/t5/Jira-articles/Multiple-boards-in-Business-and-Team-Managed-Projects-You-bet/ba-p/1719761) to do this for Jira Software but not sure if there is a way to do this for Service Management projects.


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@Natalie Bateman](/t5/user/viewprofilepage/user-id/2791614) ?

I'm *not* a JSM admin. so take this answer with a grain of salt, but I believe the answer is yes (bc under the covers, JSM is still Jira -- with lots of extras).

Another article, [Get Started with Boards (**in JSM**)](https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-boards/) should get you on the right track.

Meanwhile, hopefully, a JSM administrator like yourself will chime in a affirm or deny my assumption.

Best,

-dave

P.S. I moved your question to the JSM group and added a couple of add'l tags in hopes of of drawing the right eyes to this.

comments: author: Natalie Bateman
body: Thanks for the reposne Dave,

I have enable the board on the projects ok, what I want it so be able to see 1 board with both Service Management projects.


author: Dave Rosenlund _Trundl_
body: You'll need to create a new board, [@Natalie Bateman](/t5/user/viewprofilepage/user-id/2791614), and adjust the settings (filters) to bring in the issues from both projects.

See [the next page](https://support.atlassian.com/jira-service-management-cloud/docs/manage-board-columns-and-statuses/) (after the one I shared above). You may want to review the other/related pages as well.

![Screenshot 2024-05-13 at 1.07.42?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/323395i9F25F13CA4F8F10E/image-size/large?v=v2&px=999 "Screenshot 2024-05-13 at 1.07.42?PM.png")


author: Natalie Bateman
body: Thanks Dave - I missed that scrolling to the bottom of the list I could choose a personal board.


author: Fabian Lim
body: Hi [@Natalie Bateman](/t5/user/viewprofilepage/user-id/2791614)

Check this article: <https://support.atlassian.com/jira-software-cloud/docs/create-a-board/>

It's kind of hidden now. Once you create the board, update the filters accordingly.

![board.png](https://community.atlassian.com/t5/image/serverpage/image-id/323362i2F3316DA1F678C35/image-size/large?v=v2&px=999 "board.png")

I hope this helps.

Fabian


Tags: board

cloud

jira

jira-service-management

jira-service-management-cloud

multi-project-boards
Need a JIRA ITSM Customer Portal for Raising Ticket
Asked by Ecofy Jira Admin:

I need a Mobile App for Enduser who will be able to raise / view ticket only. any lead


Answers:
author: MobilityStream
body: Hi [@Ecofy Jira Admin](/t5/user/viewprofilepage/user-id/5495873) ,

The Atlassian Jira app does not support JSM Portal. It only supports the agent side. You can create an issue there but your users need a Jira user license. Also, it doesn't support the simplified portal view that you are clients are used to.

If you don't mind looking at a marketplace app, you can try our Mobile apps for Jira \& Jira Customer Portal. They are packaged together once you install the [Mobility for Jira add-on](https://marketplace.atlassian.com/apps/1211459/mobility-for-jira-mobile-for-enterprise-teams) from the Atlassian Marketplace all your users can use them for free on all platforms ([iOS, macOS](https://apps.apple.com/us/developer/mobilitystream-llc/id558594187), [Android](https://play.google.com/store/apps/developer?id=MobilityStream,+LLC)). For JSM portal we display exactly what has been configured for your portal: branding, 3rd party add-ons (if you have any installed, e.g., Refined, ProForma, DynamicForms, Assets, etc). Here is a brief [video](https://youtu.be/AuMwe4c6WJ4).

Give it try. Fully supports all common MDM systems.

Kind regards,

The Mobility Team


author: Nikola Perisic
body: Welcome to the community [@Ecofy Jira Admin](/t5/user/viewprofilepage/user-id/5495873) !

For which OS are you looking for - Android or iOS, since there are both versions available?

In order to use the JSM, you need to have a JSM instance as a prerequisite.

Once you have checked (and installed the instance), you can download the app here:

iOS - <https://apps.apple.com/us/app/jira-cloud-by-atlassian/id1006972087>

Android - [https://play.google.com/store/apps/details?id=com.atlassian.android.jira.core\&pli=1](https://play.google.com/store/apps/details?id=com.atlassian.android.jira.core&pli=1)


Tags: cloud

customer-portal

jira-mobile-apps

jira-service-management

jira-service-management-cloud

new-to-jira
question about automation
Asked by Kamil Askerov:

Hi. How automation working? F. e. I have automation of cloning comment. I write comment and in this moment the automation are disable. In 10 minute I anable automation. Are that automation will be work and comment duplicate again? Have there period of working of automation?


Answers:
author: Vijay Dadi
body: Hello [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5483207) ,

Automation will not execute just by enabling/disabling one. If only triggers on the trigger condition in issue created/updated/comment added unless it is a timely based automation where in it gets executed in evert x number of minutes.

The automation to be executed, there always has to be a triggering condition. Having said that, what is the triggering condition for your automation. If you can provide more information on that will be more help full to answer your question.

Vijay

comments: author: Kamil Askerov
body: [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) hi. I made my migration with deep clone proqramm and all cloned like needed. At migration time I disable automations. When finishing work with Deep Clone tool - I strated my automations back (in about 10 minute after finishing my migration). Whent sleep and at morning see that automations working and my migration clone againe clones(in logs this was from 2 -3 at night(nobody working at that time)). I found that issues and deleted it but automations usage was spend about 2000 (its too much (from 5000 limit)). Thinking its automations bug. Am I wrong or may be other reason?


author: Kamil Askerov
body: [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) and how I must use migration tools if that issues will be 2nd time cloned because automations working.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create a linked jira field
Asked by Asyraf Arshad:

![image.png](/t5/image/serverpage/image-id/323303i26AA0910C43A24C7/image-size/large?v=v2&px=999 "image.png") hi i would like to create a custom linked jira field. how do i do that? for example, issues and within the issues there is tags like hardware problem, software problem, etc


Answers:
author: Vijay Dadi
body: Hello [@Asyraf Arshad](/t5/user/viewprofilepage/user-id/5439621) ,

The list that is shown in your screenshot are the currently available fields in jira which you can link to fields on form.

In case if you are looking for a particular field which is not available in that drop down, you can create your Jira custom field and they will be added to this dropdown list automatically.

Here is the link on how you create custom fields in jira.

<https://support.atlassian.com/jira-cloud-administration/docs/create-a-custom-field/>

Hope it helps !

Vijay


author: Umut Ekin AL
body: Hello Asyraf,  

I guess this is the jira form structure, the part where you added the screenshot is the part of the settings of the form field added to the form. You cannot create a new custom field here, you can choose the one you want among the existing custom fields and match it with the field on the form. Also, the options of the custom field you choose will be added to the form by default.


Tags: cloud

jira-service-management

jira-service-management-cloud
some trouble
Asked by Kamil Askerov:

Hi. When I make migration from JS -\> JSM (with deep clone app) I disabled automations. But when started the automations - I see that my automations working when thay was stoped(dissabled). I made migration in 11:30. Migration are over. Then I whent sleep. In morning I see that at night automations worked. How to make automation working only in period thay enable?

I have low of automation usage and my clients(customer) cant working when automation usage are over. Then I must work(like jira administrator) what automation working.


Answers:
author: Kris Dewachter
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5483207) ,

What is the trigger for your automations ? Are they scheduled or are they triggered by an issue event (Created, updated, ...) ?

If scheduled, you can configure the timeframe by setting a CRON schedule in the trigger action.

Best regards,

Kris

comments: author: Kamil Askerov
body: Hi [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) triggered on issue event.


author: Kris Dewachter
body: Can you check the "Audit Log" of the automation rule for which issues the rule was triggered and when. Maybe you can find the reason why the rule was triggered


author: Kamil Askerov
body: [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) time is not same 3.16 in automation log but 2.18 in issue updated(related issue update date). Its interesting. Must be same? Dont understand


author: Kamil Askerov
body: [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) automations disable. Write some comments. When start automations - must that comments added - because automation anable? How much time the automation searching event that need to automate? Where can found this information?


author: Kris Dewachter
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5483207) ,

There might be a delay in the execution of the automation rules.

Can you check this page <https://confluence.atlassian.com/jirakb/automation-triggering-rules-with-huge-delay-1299910387.html> to see what the performance of the automation rules is ?

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Updated field is not reflecting correct date
Asked by arti.b.patil:

I have imported few issue to JSM data center using CSV file. I can see created as date and time of import and updated as bulk changes on request on same of import.  
however today when i change status of issue or add a comment updated feild is not getting updated with todays date and time.  
is there any way to check this problem or resolve this problem?


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@arti.b.patil](/t5/user/viewprofilepage/user-id/5464142) ?

Which field are you expecting to see updated with the new date? A screenshot highlighting the field/place where you expect to see the change would be helpful.

Best,

-dave


Tags: cloud

csv

import

jira-service-management

jira-service-management-cloud

updated
How to remove invited users from Jira service management?
Asked by Syed Gillani:

I invited some external users to our Jira service management project however they haven't accepted the invite. How can I remove those users from Jira?

I can see them under "Customers" however they aren't visible under user management since the invite wasn't accepted.


Answers:
author: Rita Garrett
body: In our instance of Jira Service Management, we had to go into project settings, click on people, look for the person that was invite and go to action to remove.

![jsm removal customer.png](https://community.atlassian.com/t5/image/serverpage/image-id/338891iBEB80F61667EB6C2/image-size/large?v=v2&px=999 "jsm removal customer.png")


author: Dimitris Sylligardakis
body: Hi Syed,  

You can try the following:  

Removing directly from the Jira Service Management Customer List:

1. In your Jira Service Management project, go to the "Customers" section.
2. Locate the user you want to remove in the list.
3. Click on the ellipsis (...) next to their name.
4. Select "Delete" from the dropdown menu.

OR

Through User Management (Jira Admin):

1. A Jira administrator will need to log in and go to the "User Management" section in Jira settings.
2. Under User Management, there should be a section specifically for "Jira Service Management."
3. Find the invited user and delete them from this list.  

Hope this helps solve the issue

comments: author: Syed Gillani
body: Hi [@Dimitris Sylligardakis](/t5/user/viewprofilepage/user-id/5311028)   
Thanks for the reply.

Unfortunately both suggestions doesn't work for me (as an org admin).

In suggestion 1, I don't see ellipsis (...) next to the invited users

In Suggestion 2, I don't see the invited users (who haven't accepted the invites) under "Jira Service Management.".

Could it be because I'm currently on a free trial?


author: Christine Lee
body: I have the same issue. There is no apparent way to remove an invited, external customer. It's stuck in limbo and impossible to clean up.


author: Syed Gillani
body: I think I found a place where you could remove invited users

Products -\> Products access -\> SITES AND PRODUCTS -\> JIRA SERVICE MANAGEMENT_Portal Customers


author: Marc Jason Mutuc
body: You should be an Site Admin to do this. You go to admin.atlassian.com go to User, search for the account you want to remove, select it, then click on the 3 dots . . . and remove.


Tags: cloud

jira-service-management

jira-service-management-cloud
Read Only Acces for specific Customers
Asked by Dennis R?nzler:

Hello everybody,

we just got feedback from a customer.

They need different permissions for the customer profiles:

read only accounts

comment, resolve but not create

full customer permissions (Create, comment, resolve)

Is there a way to do this?

Important for us is, the default customer profile should still be able to create, comment and resolve

Best Regards

Dennis R?nzler


Answers:
author: Stephen_Lugton
body: [@Dennis R?nzler](/t5/user/viewprofilepage/user-id/2450377) you could get a new role created e.g. "Read only" or "Commenter" (a Jira admin will need to do this), then from your JSM project settings\>People assign that role to the required people, and under JSM project settings\>Permissions assign that role to "Browse Project", "Resolve Issues", and "Add Comments"


Tags: cloud

jira-service-management

jira-service-management-cloud