youngmon/atlassian-qna huggingface dataset:
How does Jira determine whether a user is internal or external for notifications?
Asked by RH:

I'm not sure I'll be able to phrase this correctly to properly convey my meaning but I'll give it my best shot. Hopefully someone can help me because this is confusing me quite a lot.

If you want to skip the background I've put the question at the bottom.

This is about notifications. I want to understand the difference between the Notifications section and the Customer Notifications section, and how this relates to internal and external users.

**Situation**

I have a service project in JSM. All users of the project - agents and customers - are within the same company.

The project permissions have been set up so only certain people can access the project via JSM itself. These agents are the ones who actually work on, and eventually resolve, the tickets.

Everyone else in the company interacts with the project through the Customer Portal. This is where they raise new tickets and check on the progress of their tickets. If they try to access a ticket via JSM directly they will get the error saying they don't have permission.

The Project Settings has two pages: Notifications and Customer Notifications.

The Notifications page says that the 'Reporter' will be notified when the issue is resolved.

The Customer Notifications page says that 'Reporter (customer)' will be notified when the request is resolved.

The person named in the Reporter field will always be the person who raised the ticket via the Customer Portal. We don't create any tickets in JSM itself.

**Question**

When a ticket is resolved, what notifications with the Reporter receive?

It looks like they will receive two - one triggered by the Notifications page, one by the Customer Notifications page.

I've seen other answers where people have said that the Notifications page relates to internal users and Customer Notifications relates to external. I'm not really sure what internal and external means in this context though, and how Jira determines whether the Reporter is internal or external.

The Reporter is internal in the sense that they are part of the same company and (I think) have a JSM licence. But they are external in the sense that they don't have any permissions to access the project except for via the Customer Portal.

I've seen other people say that Jira will look at the emails that are triggered by an event and de-dupe the list before sending anything. But this doesn't really help me either because the two emails have slightly different content so I don't know which of the two they'd receive.

So if anyone can please help me get to the bottom of this once and for all I'd be most grateful! Thank you.


Answers:
author: John Funk
body: Hi RH,

Notifications are based on a combination of the Customer Notifications for the Project and the Notifications Scheme for the project. Internal users are Agents on the project and External are non-Agents.


Tags: data-center

jira-service-management

jira-service-management-data-center
Can I change a team member if he leaves my organization?
Asked by Sanyal_ Kunal:

I have a team of 10 members and I have paid subscription of Jira. One of the team member is leaving the organization and I need to change this member with a new member. Can I do it?


Answers:
author: John Funk
body: Hi Sanyal,

Yes, your licenses are not named user licenses, just a count. So make one user inactive and then you can add a new user.


author: Bibek Behera
body: ### Hello [@Sanyal_ Kunal](/t5/user/viewprofilepage/user-id/5525084) {#toc-hId-2143661176}

### Steps to Remove a User and Assign the License to Someone Else {#toc-hId-336206713}

#### 1. Remove the Existing User {#toc-hId-1026768187}

1. Go to User Management:

   * Open Jira and go to the Administration section.
   * Select User Management.
2. Find the User:

   * Use the search bar to find the user you want to remove.
3. Deactivate the User:

   * Click on the user's name to open their profile.
   * Look for the option to Deactivate or Disable the user. Click it.

Deactivating the user will free up their license. You usually don't need to delete the user permanently; deactivation is enough.

#### 2. Assign the License to a New User {#toc-hId--780686276}

1. Go to User Management:

   * In the same User Management section, look for an option to Invite Users or Add User.
2. Add the New User:

   * Click on the Invite Users or Add User button.
   * Enter the new user's email address and name.
3. Set Up the New User:

   * Assign the necessary roles and permissions to the new user.
   * Make sure they have access to the projects and boards they need.

-Bibek


Tags: jira

jira-cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
JSM Organizations available in Jira Cloud projects
Asked by Ron Stinson II:

My consulting company is using Jira Service Management (JSM) and Jira Cloud for both customer support and project/task management. Instead of creating a project for each customer, I am trying to use JSM's organization to keep tasks and time organized and the project count to a minimum. But I'm running into an issue when creating a ticket in Jira Cloud. The organization lookup/validation fails.

I added the organization field to Jira Cloud tickets without issue, but I receive the error "Search failed."

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/330889i6F0E3EF346AA86F4/image-size/large?v=v2&px=999 "image.png")

I appreciate your help with this issue and am open to suggestions for a different solution.


Answers:
author: Jovin
body: Hey [@Ron Stinson II](/t5/user/viewprofilepage/user-id/4308355)

Unfortunately, you cannot use Organizations in your Jira Cloud (Software/Work Management) projects, only Jira Service Management, as Jira Cloud has no concept of customers or organizations.

To solve this you'll need to create a new Custom Field in your Jira Cloud and mirror the organizations in there as options.


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud

organization
Subracting Custom Number Field from Custom Date Field to Get Due Date
Asked by Amber McMahon:

Hi All,

I have looked everywhere and i feel like i have tried everything to do this.

Tickets for this project (which is a Team Managed Project) will need to be due x days from live date. We need these dates to change if the live dates change.

I have two Custom Fields:  

Custom Number Field (customfield_10368)

Custom Date Field (customfield_10367)  

I have tried to do and advanced edit of the due date field using this:  

{ "fields": {

"duedate": "{{ issue.customfield_10367.format("yyyy-MM-dd").minusDays(5).jqlDate}}" } }  

I have tried multiple variations of JQLDate or Medium Date or whatever and they all give me this error:  

(The duedate must be of the format "yyyy-MM-dd" (duedate))  

Eventually i do want to get the custom field to subtract the days but i cant even get this to work first.  

If i do a simple edit and just to edit Due Date with this:  

{{issue.customfield_10367.minusDays(issue.customfield_10368)}}  

It says successful but all it does is clear out the Due Date.   

Any thoughts on how to get this to work?


Answers:
author: Amber McMahon
body: For some reason the second option finally started working when it wasn't before. Not entirely sure what happened. But wanted to let anyone know in case they are searching for this:  

{{issue.customfield_10367.minusDays(issue.customfield_10368)}}  

<br />


author: Amber McMahon
body: Apparently that only works on Epics, it does not work on tasks or subtasks? Marking it as Trigger.issue also does not fix it. So i guess i still have this question as to why its not working?


Tags: cloud

jira-cloud

team-managed-projects
Instana (SAAS) integration with Jira
Asked by Amitava Chattopadhyay:

Jira is being used for Project Monitoring in our organization.

We are also using Instana SAAS as APM for few of our application in production environment.

We would like to know if we can integrate instana with Jira, so that any alert generated from instana can automatically create a ticket in Jira, including auto assignment.

What will be the process to do that.

Is there any webhook available for this integration or is there any other alternate option available.

Regards,

Amitava


Answers:
author: Ste Wright
body: Hi [@Amitava Chattopadhyay](/t5/user/viewprofilepage/user-id/5492623)

I'd check out this help page as a good starting point: <https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-instana/>

Ste

comments: author: Amitava Chattopadhyay
body: Thank you for your guidance. Regards, Amitava


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Retroactively adding data to historical Jira issues (labelling etc)
Asked by Anett Hunt:

Hello!

I was wondering if it is possible in Jira to enhance the data modelling of historical ticket or project data. Specifically, if this can be achieved through the existing Labels feature or by creating new data fields, and whether this can in any way be applied retroactively to historical data.

For instance, I believe you can filter through tickets using keywords and automations to potentially label tickets (or bulk updating). Are there any other possibilities to quickly scan through approx. 10k tickets?

EDIT: Does anyone know of any apps or integrations for Jira that could do the job?

Thank you!


Answers:
author: Ste Wright
body: Hi [@Anett Hunt](/t5/user/viewprofilepage/user-id/5283958)

You've mentioned two native features:

* Automation - to find the issues, and add context (like labels)
* Bulk Updating - from the search menu

But there's also **CSV Import** - you could export a list of the issue keys, modify the data in CSV, then re-import it in. See more on [this help page](https://support.atlassian.com/jira-cloud-administration/docs/import-data-from-a-csv-file/), specifically this section:
>
> #### Updating existing issues {#toc-hId-346707918}
>
> To update existing issues, your CSV file needs to contain a column that maps to Issue Key. If an issue exists for a given key, it will be updated.

---

There are Apps also, check out options such as...

* [Advanced Bulk Edit for Jira](https://marketplace.atlassian.com/apps/1223455/advanced-bulk-edit-for-jira?hosting=cloud&tab=overview)
* [JXL - Sheets](https://marketplace.atlassian.com/apps/1224710/jxl-sheets-hierarchy-structure-sum-up-time-in-status-table?hosting=cloud&tab=overview) - *using bulk inline editing*
* [Excel-like Bulk Issue Editor](https://marketplace.atlassian.com/apps/1214580/excel-like-bulk-issue-editor-for-jira-spreadsheet-table?hosting=cloud&tab=overview)
* ...or another App from the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=bulk%20edit)

Ste


Tags: cloud

data

jira-service-management

jira-service-management-cloud

label
How do i get Urgence as a column
Asked by Niels Kuijt:

Hello, quite simple question.  
How do i get Urgence as a column filter in the customer portal?

![Urgence.png](/t5/image/serverpage/image-id/330776i2101B66C9FBB4DBA/image-size/large?v=v2&px=999 "Urgence.png")


Answers:
author: Michel Neeser
body: Hi [@Niels Kuijt](/t5/user/viewprofilepage/user-id/5507442) and welcome!

In the Requests view of the portal, you can only choose from a predefined list of columns (as mentioned on [this page](https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-columns-in-your-customers-requests-list)). However, you can select "Priority" as a column, perhaps this suits your "urgency" use case?

Please note that you need to click on "Customize" on the right side to see all available columns as an admin:

![SCR-20240620-jzwp.png](https://community.atlassian.com/t5/image/serverpage/image-id/330793i2FC89EA0AB2D7FEF/image-size/large?v=v2&px=999 "SCR-20240620-jzwp.png")

Hope this helps!


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Niels Kuijt](/t5/user/viewprofilepage/user-id/5507442) ,

If you are looking for a way to add columns to the request list that do not exist in the predefined list of columns, and also enhance the filters, you can check our app [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview) You can use it to show your customers on the portal a table report with many details about their tickets from Jira: custom fields, labels, SLAs, etc. They can see, search, filter and export all their Jira Service Management tickets 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
Ticket - Remove extra space after comments section?
Asked by Andrew:

Is there a way to remove the extra space that appears at the bottom of the comments section? The page continues to scroll about a 1/3 of the page.  

As an example:  

![image.png](/t5/image/serverpage/image-id/330748i3B61F5979CF579A8/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Ste Wright
body: Hi [@Andrew](/t5/user/viewprofilepage/user-id/5242097)

I don't see that on my instances, even if I add in spaces to a comment.

Is this happening for everyone on your instance, or just you? Have you tried a different browser or device to see if the behaviour replicates?

Ste

comments: author: Andrew
body: Hi Ste,  

Thank you for your time.  

After checking around the office, this appears to be a 'me' edge case. I'm already on the latest versions of the 2 browsers I checked with, so its looking like an OS/browser config issue so I'll live with it.  

Edge Version 126.0.2592.61 (Official build) (64-bit) has the same extra space.  
Chrome Version 126.0.6478.115 (Official Build) (64-bit) in the screenshot.  

Both Edge and Chrome display a small (about 2 lines high) bit of extra space at the bottom if I keep the left menu collapsed, but the extra space increases to the amount in the screenshot if I expand the left menu.


author: Ravi Shankar Kumar
body: Hi [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) - The same issue I am facing, Please let us know the solution.


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding Comment Via a link in email.
Asked by Prem:

Hi,

I am using Jira service management from couple of years. I have almost used every functionality within it. Now I came up with an requirement of my client that he wants to add a default value as a comment via a link in the approval mail received. Like I want to create a html link in the mail body and on the click of that link it should automatically add a comment in the issue with a preset value. or if we can open a comment dilouge to capture the input. Please help me with this.  

Please have a look on below and rectify me.  

\<p\>

\<a class="mark-as-duplicate" href="${request.field.comment.add == 'Duplicate Request'}"\>Mar as Duplicate \</a\>

\</p\>


Answers:
author: Marc - Devoteam
body: Hi [@Prem](/t5/user/viewprofilepage/user-id/5137550)

You could try to add html like this:  

\<a href="mailto:jira@\<tenant-name\>.atlassian.net?subject=Re: {{issue.key}} Issue\&body=Duplicate"\>Mark as Duplicate\</a\>

This should trigger a mail action tha the client only has to press sent on

Have an automation rule on the project if you want to action that comment, let's say decline the approval

Where the trigger is based on comment is the main action and the smart value condition is related to the {{triggerIssue.comment.last.body}} and this contains Duplicate and then add an action.

comments: author: Prem
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ,

Thanks for the reply. However, this doesn't meet my requirements. I need to add a hyperlink in the email body that, when clicked by the client, will trigger an action. This action should either add a comment to the issue or set the resolution to "Duplicate." The entire process needs to be handled within the email itself. I do not want the client to have to open the portal and manually mark the issue as a duplicate.


author: Marc - Devoteam
body: H [@Prem](/t5/user/viewprofilepage/user-id/5137550)

This I think can't be done, unfortunately.

You could reach out to the Atlassian Developer community, to see if they can help you out.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to merge two LDAP queries
Asked by Gor Greyan:

Hi Dear colleagues.  
We are using Element Connect Configuration plugin in order to get Group Emails from the Active Directory.  
I have this query and want to display both Group Trees and EmailGroups in one field, when choosing company.com field, but I was unable to merge this queries. Kindly ask you to help.

#if( $issue.customfield_21208.getOptionName() == 'company.com' ) OU=Group_Tree,DC=company,DC=loc?uid,cn?sub?(objectClass=group) #elseif( $issue.customfield_21208.getOptionName() == 'company.com' ) OU=EmailGroups,OU=EMAIL,DC=company,DC=loc?uid,cn?sub?(objectClass=group) #end


Answers:
author: Nicolas Grossi
body: [@Gor Greyan](/t5/user/viewprofilepage/user-id/5476846) You might want to get elements support team @  
support@elements-apps.com

HTH

Nicolas


Tags: data-center

jira-service-management

jira-service-management-data-center

ldap

query
Response 500: Unable to validate SSL connection
Asked by Renuka Tulachan:

receiving error below while sending a web request. Can someone please advise?

Response500: Unable to validate SSL connection


Answers:
author: Shawn Doyle - ReleaseTEAM
body: Looks like your web requests is not authenticating. Can you share how you are sending the creds?

comments: author: Renuka Tulachan
body: hi [@Shawn Doyle - ReleaseTEAM](/t5/user/viewprofilepage/user-id/815120)

I am authenticating using a subscription Key.

I can authenticate to the UAT Endpoint without any issues. having issues on prod.

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Does Jira Service Management have a color blindness mode similar to Trello?
Asked by Mark Higgins:

We have a potention customer who has asked if JSM has a color blindness more?


Answers:
author: Ste Wright
body: Hi [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340)

I've not seen a similar setting before; you could check out what the JSM document on the accessibility page states? See that page here: <https://www.atlassian.com/accessibility>

What specifically though is the concern from a colour perspective? Perhaps we can suggest alternative/custom approaches that could help? Or Apps? :)

Ste


author: Mark Higgins
body: Thanks [@Inactive Stephen](/t5/user/viewprofilepage/user-id/1166469) / [@dirq](/t5/user/viewprofilepage/user-id/543380) Thanks for the feedback. I'll ping Atlassian :-)


author: Dirk Ronsmans
body: Hi [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340) ,

I don't think there is a specific setting for it.

You can find all details about Accessibility options here: <https://www.atlassian.com/accessibility>

and might want to reach out to the team directly to get an "official" answer. They have their own support portal <https://a11ysupport.atlassian.net/servicedesk/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Inheriting team field from parent issue in advanced automation
Asked by Korey Kavadias:

Hi everyone, hoping you can help me.

I'm trying to set up an automation where when an issue is created, if it has a parent link it will inherit the value in the parent link Team field. I've currently got the following set up but it keeps creating an error when the automation rule is run and I can't figure out if it's because this functionality is not supported or because I've written it incorrectly, has anyone tried this successfully?

{ "fields":

{ "customfield_XXXX": {{issue.parent.customfield_XXXX.asJsonString}}

}

}


Answers:
author: Korey Kavadias
body: Ended up finding the answer, in case anyone else gets stuck like I did I was using the wrong JSON:

Correct form is:

{  
"fields": {  
"customfield_XXXX": {{issue.parent.customfield_XXXX.**id** .asJsonString}}  
}  
}

comments: author: Alex Lee
body: Hello [@Korey Kavadias](/t5/user/viewprofilepage/user-id/5524817) , I am trying to do the same and your answer is probably the closest I can get to. However, I am getting a weird error complaining the team with ID xxx is not found but I can see them under the team menu.

Have you had any experience with that before? Any help would be appreciated. Thanks.

![jira error.png](https://community.atlassian.com/t5/image/serverpage/image-id/341391i8C5F603C7364E9AB/image-size/large?v=v2&px=999 "jira error.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Why Refined for Confluence Cloud links to hosted PDFs stopped displaying as "linked text"?
Asked by Marie Arellano:

Refined Confluence pages has just stopped displaying hosted PDF links as simply ++linked text++. Instead, now these links are all displaying with PDF icons and showing their filenames.

now: why this change?  
![links-showing-as-filenames.png](https://community.atlassian.com/t5/image/serverpage/image-id/330737i1C27D00148B0CBCC/image-size/large?v=v2&px=999 "links-showing-as-filenames.png")

This used to be displayed as linked text  
![links-used to-display-as-linked-texts.png](https://community.atlassian.com/t5/image/serverpage/image-id/330738i2DEF5262863339E2/image-size/large?v=v2&px=999 "links-used to-display-as-linked-texts.png")

Is there a reason for this change all of a sudden without giving us a heads up?

How do we revert this back to display as linked text?  
Thanks


Answers:
author: Nicolas Grossi
body: [@Marie Arellano](/t5/user/viewprofilepage/user-id/4733378) What type of license du you have ?

Nicolas

comments: author: Marie Arellano
body: Thanks Nicolas, I was just noted by Refined team that this is a bug related to external links stopped from opening on a separate tab.


Tags: jira-service-desk-cloud

jira-service-management-cloud