youngmon/atlassian-qna huggingface dataset:
Can we export request type from Jira Service Management Cloud?
Asked by Pushkaraj Kolatkar:

I am trying to export "Request Type" from my Jira Cloud instance (I am the org admin and I am trying to figure out ways where I may need to have another instance with same request type). So far I don't see option of exporting request type. Any pointers? I tried exporting all data in zip file and project was successfully restored, however, since I did not import issues, I don't see any data. Do I need to import issues to see request types?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Pushkaraj Kolatkar](/t5/user/viewprofilepage/user-id/5464017) and welcome to the Community,

at the moment, there is no export / copy paste feature for Request Types.

Exporting the whole project and reimporting it elsewhere seems a bit overkill for only one Request type (or did you mean a whole set of RTs?) It also might create some issues/errors as Field IDs and such won't be the same on the two sites. If the import worked, you should find the Request Types in the Project Administration. Not sure what data you are expecting or where you are looking.

comments: author: Pushkaraj Kolatkar
body: thanks for the detailed answer. I tried importing the whole data also but failed. Anyways, for 1 RT it is an overkill so just added it manually and somehow the previously imported fields started showing up! :)


Tags: cloud

export

jira-service-management

jira-service-management-cloud

request-types
Unable to edit Portal Only Customers
Asked by Deb Bonney:

We receive a 'Something went wrong' error message when trying to view/edit Portal-only customers in Jira Service Management. I am a Site Admin and User Access Admin. My coworker, an Org Admin is able to view/edit the customers. Is there anything short of making me an Org Admin that will resolve this issue?


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Deb Bonney](/t5/user/viewprofilepage/user-id/4647621)

Did you ask Atlassian support (<https://support.atlassian.com>)? They will be able to check logs and find root cause.

Regards,

Seba

comments: author: Deb Bonney
body: Thank you Seba. I have not but will do so now.


Tags: cloud

jira-service-management

jira-service-management-cloud
iFrame/widget/UI customization?
Asked by Brady Buttrey:

Hi everyone,

Our team is thinking about purchasing the data center version of Jira Service Management and is curious about the customization of Jira Service Management on the Data Center as opposed to the SaaS model. I know in the cloud model your are unable to add an iFrame to the customer portal due to Atlassian's changes. Can you do it in the Data Center Version? Additionally, how much access to the html/code base do you have with the data center version if we wanted to go in and implement something like a chatbot on the customer portal? Also, are widgets more customizable in the data center version?


Answers:
author: Brant Schroeder
body: [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170) you can do quite a bit of customization on data center if you know what you are doing but it will be a lot to maintain. If you want to have your own custom portal or custom forms I would suggest looking into using the Jira APIs. This way you can create anything that you want and just post and get information from the application.

Widgets are not customizable in either application. They have set configuration that must be used.

I still think that the best option is to use the software as delivered. The areas that you are able to change should be sufficient to meet your business needs without having to make changes to the application.


Tags: data-center

jira-service-management

jira-service-management-data-center
JSM dynamic fields in customer portal
Asked by Dominik Hufnagel:

Hi together,

we have a customer portal with 20+ fields. We want to optimize it for the customers because it is to confusing for them

Is it possible to create a portal with dynamic fields?

This means that if a specific list item is selected in the first field, only the corresponding 6 of the 20+ fields should be displayed.

Is this possible without additional add-ons... Groovy Script would be fine, but not other apps?  
Can anyone help if this is possible via script?


Answers:
author: John Funk
body: Hi Dominik,

This can be done with a Proforma Form (advanced form), which has Conditional sections based on field values. I have one form for a client that has more than 25 date fields on it, but user only sees a couple at a time based on other values selected.


author: Klaudia Sch?n_Deviniti_
body: Hi Dominik,

Natively, Jira Data Center doesn't offer some kind of dynamic fields, nevertheless, there are 3rd party apps allowing to do so. [One of this app is Extension for JSM](https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=datacenter&tab=overview)

- its mission is to build dependencies between different Jira fields and show them only if necessary. Moreover, this app has got other features, for instance showing additional details for customers.

If you're curious how the configuration looks like, or what else you can achieve using this app, please schedule a free overview with our team via our Calendly <https://calendly.com/deviniti>

We'll be glad to show you everything step by step.

Best regards,  
Klaudia


Tags: customer-portal

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

portal

server
When I claim my Atlassian benefits, how many days does it take to arrive?
Asked by Ntamen kamogne harry Michel:

When I claim my Atlassian benefits, how many days does it take to arrive?


Answers:
author: John Funk
body: Hi Ntamen - What benefits are you expecting?

comments: author: Ntamen kamogne harry Michel
body: t-shirt and sweat


author: John Funk
body: This is Jira Software end users group. Under what program were you to receive these things?


author: Ntamen kamogne harry Michel
body: I after having passed certifications Atlassian normally offers gifts such as t-shirts (for the first pass) and sweatshirts (for Atlassian experts)

I requested them today and want to have an idea of ??when I will receive them


author: Ntamen kamogne harry Michel
body: hello! ?   

please help me


Tags: atlassian

cloud

jira-service-management-cloud
Custom portal
Asked by UMONS:

Hello,

<br />

We currently have several projects in Jira Service management and I'd like to know if it's possible to customize the portal for each project independently of the others?

The aim is to be able to modify the banner, logo and colors of each project individually.

<br />

thank you in advance for your reply.


Answers:
author: John Funk
body: Hi UMONS,

No, the overall Help Center where the Banner is applied and most of the look and feel is set for the entire instance. However, each project can have a separate logo and welcome message displayed.

comments: author: UMONS
body: Thanks a lot for your reply


author: Klaudia Sch?n_Deviniti_
body: Hi [@UMONS](/t5/user/viewprofilepage/user-id/4981962)

As John previously mentioned, natively it's impossible to customize projects separately except setting up few element only. Nevertheless, if your requirements of customization are more advanced, there are many 3rd party apps which allow you to do so. One of such apps is for example [Theme Extension for JSM.](https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud&tab=overview)

Thanks to this app, you may distinguish project and adjust their colours. We'd be glad to show you what exactly this app offers during a short overview with our team. If you're interested, please book a meeting using Calendly **[here](https://calendly.com/deviniti/45min?back=1)**.

Best regards,  
Klaudia

comments: author: UMONS
body: Thank you for your reply. We will wait until this feature is integrated free of charge.


Tags: cloud

jira

jira-service-management

jira-service-management-cloud
Why i can't search EDS project?
Asked by Zhaoyun Shi:

I can't search EDS/EDS China project in Jira.


Answers:
author: John Funk
body: Hi [@Zhaoyun Shi](/t5/user/viewprofilepage/user-id/5472236) - Welcome to the Atlassian Community!

You should contact your Jira Administrator for access to a project. If you are the Jira Administrator, then take a look at the Permissions Scheme to see who has Browse Project permissions and make sure you are included.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is atlassian access needed for customers?
Asked by Linda B_:

Hi,

our organization is planning to transition from an old ticket system to JSM Standard for providing IT support to our employees. On our old solution, we have LDAP synchronization and authentication. So we have imported all users of our organization in the solution.

I'm a bit confused about how JSM Cloud and users work. Our organization uses also Microsoft 365 (Azure AD) and there will be only about 30 agents - managed accounts (as I understood). I could handle adding them manually if needed. The issue would then be with customers (employees of the organization) who would log in to the portal and submit requests. Do I need to use Atlassian Access for this even though they are not managed users? We need closed portal just for our organization and import at least open tickets...What is the best solution without Access? Is it even possible?

Thank you for your answer.


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

Part of the process (actually step 1) of implementing Atlassian Access is to verify your domain. When that is done, all users in that domain(s) will be considered managed users, even if they are customers.

And you should want them to be handled that way anyway if they are internal users so you can get SSO and provisioning/deprovisioning for them.

comments: author: Linda B_
body: Hi John,

thank you for your answer! We currently has over 14k possible customers. As you can imagine the cost of that would be huge. I'm trying to find another solution.

Thank you.


author: John Funk
body: Sorry, let e be clearer. They will be managed users, but if they are only Customers, there is no charge in Atlassian Access for those.


author: Linda B_
body: hi, thank you for replying! Apologies, I haven't noticed the notification about your response.

So they can still sign in through SSO to portal even though they are not managed (paid for) users? Just double-checking..


author: John Funk
body: No, if they are not managed users, I don't think they will go through SSO.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to search for various details stored in issue fields using the board search bar?
Asked by Nik Seibold:

If not, could you suggest an alternative method for retrieving this information?


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

Click on the Search box at the top right of the top navigation bar. You can type in a search there or you can click on Show all issues at the bottom and enter a more thorough search.

comments: author: John Funk
body: You should be able to create Quick Filters if it is a set value for the Company Name.


author: Sebastian Krzewi?ski
body: Hi [@Nik Seibold](/t5/user/viewprofilepage/user-id/5458903)

What data you want to search?

Best option is to use JQL and search tickets like that.

Regards,

Seba

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

Thank you for your response.

Regarding the board, it primarily handles tickets. I'm looking for a convenient way to swiftly search for specific information within these tickets, such as company names. Is there a feature or method available for this purpose?  

Is it possible to input only the company name into the board search bar and retrieve issues containing that specific company name?  

I can't modify the search bar right?  

I know I can find it with JQL like this: project = "_" and "Company Name" \~ "_"

but that's not what I want.

I need a quick search for my co workers because they would use this ticket system every day.  

Best Regards  
Nik


author: Sebastian Krzewi?ski
body: I'm afraid that this will be hard to achieve. In cloud there is no option to have search tool on boards. It's not possible even with additional app.


Tags: board

cloud

custom-field

field

issue

jira-service-management

jira-service-management-cloud

search
Can't reply directly to the Client raised tickets.
Asked by fathima-humaira-cader_nanomatrixsecure_com:

My admin added me as a user in Service Project. Initially I don't have admin access. Later I got the admin access, still I couldn't reply directly in the comment to the client. I only have limited access until now even after I got the full admin access.


Answers:
author: Walter Buggenhout
body: Hi [@fathima-humaira-cader_nanomatrixsecure_com](/t5/user/viewprofilepage/user-id/5472119) and welcome to the Community!

To be able to reply to customers in Jira Service Management, you need:

* product access to JSM. That is usually the case if you are site/org admin, but do check if you have *user access* to the product.
* also be added to the *Service Desk Team* role in the JSM project itself.

The first grants you an agent license to use JSM, while the second ensures that you can act as an agent on that specific project.

Hope this helps!


author: Kai Becker
body: Hi [@fathima-humaira-cader_nanomatrixsecure_com](/t5/user/viewprofilepage/user-id/5472119)

in addition to Walters answer I would say you are missing the first part.  
If added to a JSM project without a JSM license and only having another license like Jira Software, you will be a collaborator. This type of users is only allowed to add internal comments.


Tags: cloud

jira-service-management

jira-service-management-cloud
looking for a ticketing system
Asked by Abigail Uy:

need to know more about the Jira Service management

-Demo

-product knowledge

-licensing

-cost


Answers:
author: Dexter de Vera
body: Hi [@Abigail Uy](/t5/user/viewprofilepage/user-id/5472101) ,

Welcome to the Atlassian Community!

You can check all here: [service-management](https://www.atlassian.com/software/jira/service-management/features)


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

That's fairly involved list of items. Feel free to connect with me on LinkedIn if you would like to discuss in more detail.

<https://www.linkedin.com/in/john-funk-92261a38>


Tags: cloud

jira-service-management

jira-service-management-cloud
Reagrding customer group
Asked by Atul Thakur:

If we add team members as part of the customer group when creating users. Wouldn't they receive all emails for that group by default?


Answers:
author: Ste Wright
body: Hi [@Atul Thakur](/t5/user/viewprofilepage/user-id/5417922)

Depends - are you sending that Group emails somehow (eg. via Notifications, or via Automation)?

There's no default method to "email all customers" - so it would depend on how you've set up any customisation from within your system.

Ste

comments: author: Atul Thakur
body: Hi Stephen,

how are the mails triggered by notification or automation? where I can confirm this.


author: Ste Wright
body: Hi [@Atul Thakur](/t5/user/viewprofilepage/user-id/5417922)

Automation I'd check in your Global Rules section, and see if any rules reference the customers...

1. Go to Settings (cog icon in top-right) \> System
2. Select *Global automation*from the left-hand menu
3. Review rules in here - I'd focus on rules related to JSM Projects, or global rules

---

In terms of notifications, I'd check Schemes (especially those linked to JSM Projects). To view a full list...

1. Go to Settings \> Issues
2. Select *Notification schemes*from the left-hand menu
3. Open/review schemes here

---

Ste


author: Atul Thakur
body: Thank you Ste :)


Tags: cloud

jira-service-management

jira-service-management-cloud
COMO ACTIVAR PRODUCTO SUSPENDIDO
Asked by HelpDesk AvalPeru Administrador:

HOY MI CUENTA AMANECIO INACTIVA EN LOS PRODUCTOS DE JIRA SERVICE MANAGER , NO SE COMO ACTIVARLOS DE NUEVO , YO OCUPO UNA CUENTA GRATUITA CON MENOS DE 6


Answers:
author: Valerie Knapp
body: Hello [@HelpDesk AvalPeru Administrador](/t5/user/viewprofilepage/user-id/4613385) , please open a support ticket with Atlassian who will be able to assist with this.

<https://support.atlassian.com/contact/#/>

Thank you

comments: author: HelpDesk AvalPeru Administrador
body: Thank you very much, but I can't generate a ticket yet. It's complicated for me how to do it.


author: Valerie Knapp
body: Hi [@HelpDesk AvalPeru Administrador](/t5/user/viewprofilepage/user-id/4613385) , I just tagged the Atlassian support into this ticket, maybe they can help you here.

Cheers


author: Earl McCutcheon
body: Hi [@HelpDesk AvalPeru Administrador](/t5/user/viewprofilepage/user-id/4613385) ,

Thanks for flagging the request for review [@Valerie Knapp](/t5/user/viewprofilepage/user-id/4929946)

Checking things out, It looks like you are already in contact with our customer advocates team, and we are looking into this issue for you.

Please look for follow-up actions in the following support request:

* <https://support.atlassian.com/requests/CA-2924621/>

Regards,  
Earl


author: Edson Abreu
body: Muito bom


Tags: atl-rvw

jira-service-desk-unknown-hosting-type

jira-service-management
The admin has left the org, how do I make myself the admin?
Asked by Riya Shah:

The admin has left the organization without transferring the rights to me, how do I do it now?


Answers:
author: Ste Wright
body: Hi [@Riya Shah](/t5/user/viewprofilepage/user-id/5472013)

You mention Trello in the tags, but JSM based on the product - is this for Org Admin, or for Trello?

For Trello, see this help page: <https://support.atlassian.com/trello/docs/changing-the-admins-of-a-workspace-or-board/>

For Atlassian Orgs, see this article: <https://community.atlassian.com/t5/Confluence-articles/A-site-or-Organisation-admin-has-left-my-organisation-How-do-I/ba-p/2215358>

---

But in summary...

* If another user is an Admin, have them make you one
* If there's no Admins left, the simplest method is to get the previous Admin's email address reactivated, log in as them - and then make yourself an Admin

Ste


Tags: jira-service-desk-unknown-hosting-type

jira-service-management

trello
Gradle build daemon disappeared unexpectedly (it may have been killed or may have crashed)
Asked by Allen H:

The pipeline has been set to disable the daemon, but the daemon is still enabled during the execution process, and an error is reported. What is the wrong setting?

The error message is as follows:

\`\`\`

----- End of the daemon log -----  
FAILURE: Build failed with an exception.  
\* What went wrong:

Gradle build daemon disappeared unexpectedly (it may have been killed or may have crashed)  
\* Try:

\> Run with --stacktrace option to get the stack trace.

\> Run with --info or --debug option to get more log output.  
\> Run with --scan to get full insights.  
\* Get more help at <https://help.gradle.org>

\`\`\`

Pipeline yml ?  

```
- step:
    name: building
    script:
      - export GRADLE_OPTS='-Dorg.gradle.daemon=false'
      ?????
```

```
      - ./gradlew publishBundle --track internal
```


Answers:
author: Erez Maadani
body: Hi [@Allen H](/t5/user/viewprofilepage/user-id/5214146)

It's possible that your gradle daemon had started running before you exported the \`GRADLE_OPTS\`. Try stopping the daemon before calling your gradle command:

```
    script:
      - export GRADLE_OPTS='-Dorg.gradle.daemon=false'
      ?????
      - gradle --stop
```

```
      - ./gradlew publishBundle --track internal
```


Tags: bitbucket-cloud

bitbucket-pipelines

cloud
Edit invited customer details
Asked by Graeme Slapp:

We are just beginning to use Jira for our IT Helpdesk.

On our old system, we had various automated services which would email the helpdesk and in turn generate a ticket. One example is notifications for printers which are about to run out of toner.

These notifications come from generic (often external) "no reply" email addresses. Jira has sent out an invite to these email addresses and they are sitting in the "invited" status.

I would like to edit these customers to a more meaningful username, but I don't seem to be able to do this.

I've gone into Projects \> \[Helpdesk product\] \> Directory \> Customers

We're using Centralized User Management.

Any ideas?


Answers:
author: Graeme Slapp
body: So, it looks like this is the solution : [Edit name for portal-only customers \| Atlassian Support](https://support.atlassian.com/user-management/docs/edit-name-for-portal-only-customers/)

We needed to follow the 2nd set of instructions for Centralized User Management


author: Ste Wright
body: Hi [@Graeme Slapp](/t5/user/viewprofilepage/user-id/5472005)

Just to check, you've tried using these instructions: <https://support.atlassian.com/jira-service-management-cloud/docs/edit-a-customers-name/>

I feel like you have based on the above, but just checking.

---

And if you're using an AD to sync user details, have you tried changing the name in your AD?

Ste

comments: author: Graeme Slapp
body: Thanks Ste,

Yes, I did see that article but Customers aren't listed in the Directory. Only our users/agents.

Customers seem to be treated differently.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I use the UUID of a repository to find the URL?
Asked by Jackson Jenkins:

I'd like to have a unique identifier for each repository and want to avoid assigning each one a part number. Is there a way to get to the repository given the UUID? Is there a way to find the URL for the repository given the UUID?


Answers:
author: Caterina Curti
body: Hi all,  
I just wrote this article to try to clarify this topic for the future:

[Working with UUIDs and their curly brackets, workspace names or repository slugs in Bitbucket](https://community.atlassian.com/t5/Bitbucket-articles/Working-with-UUIDs-and-their-curly-brackets-workspace-names-or/ba-p/2500759#M2115)

Let me know if you have any feedback,

Caterina


author: Ulrich Kuhnhardt _IzymesCo_
body: Hi Jackson,

welcome to the community!

You can use the Bitbucket cloud repository REST API endpoint

<https://developer.atlassian.com/cloud/bitbucket/rest/api-group-repositories/#api-repositories-workspace-repo-slug-get>

to fetch repository details, including the uuid (with the curly brackets).

You can then access the repository via the uuid (including the curly brackets)

For example <https://bitbucket.org/>\<workspace\>/{3ccc67c9-2251-4216-bdce-5400cd864026}/

Hope that helps, let me know how you go.

Best, Ulrich

// [Izymes](https://www.izymes.com/)


author: Jackson Jenkins
body: After some searching I found you can use the link bitbucket.org/workspace/{UUID} to go to the repository. It is important to include the curly braces.

comments: author: Ulrich Kuhnhardt _IzymesCo_
body: Great!


Tags: bitbucket-cloud

cloud