youngmon/atlassian-qna huggingface dataset:
Import existing crowd data failed
Asked by ???:

Hello,

I upgraded crowd and want to import backup data, but failed with strange error.

![error.png](https://community.atlassian.com/t5/image/serverpage/image-id/219460i29B5A1D428343D74/image-size/large?v=v2&px=999 "error.png")

Now I should put backup.xml file, but it says 'the file does not exist'.  
However, the file exists exactly in that address.

Do you have any idea what happened here?  

I set docker environment in ubuntu 18.04 and run crowd, jira and some other containers.

and accessed crowd from windows 10 PC.

This backup.xml is automatically generated and stored in "crowd-version#\\run-data\\shared\\backups" and contains the information about version, build number/data, directoy(users), etc.

Please let me know if you have any idea or need further information.

Thank you so much!

-JESuh


Answers:
author: Gokul Reddy
body: Hi [JungEun Suh,](https://community.atlassian.com/t5/user/viewprofilepage/user-id/4787411)

Did you get solution for this error?  

Me too facing same error.  

-Gokul
Updating SSL certificate on crowd website
Asked by Jackie Omekara:

I just renewed my SSL certificate.How can I update it on my crowd server so when users visit the website they do not get the https warning


Answers:
author: Piotr Zadro?ny _Eyzee_
body: Hi [@Jackie Omekara](/t5/user/viewprofilepage/user-id/5041823)

Welcome to the community.

Here you can find step-by-step instructions on how to configure SSL on Crowd: <https://confluence.atlassian.com/crowd/configuring-crowd-to-work-with-ssl-151520306.html>

You will have to import the renewed certificate into the keystore you are using in your instance. To do it you can use keytool command:<https://download.java.net/java/early_access/loom/docs/specs/man/keytool.html>

Kind

Piotr

comments: author: Craig Castle-Mead
body: Piotr's answer is correct if you're terminating SSL with Crowd directly, but if you're using Apache/nginx/etc as your reverse proxy in front of crowd, you'll need to update the SSL there instead/as well.

CCM
crowd 500 internal server error
Asked by JooHyun Park:

Hi,

When I log in to crowd, almost menus get errors.  
look at the file that has an error on the network tab of the development tool, I will see a 500 error status.  
One peculiar thing is that if I check the Cooke value of the error file, there are two session IDs of jira and crowd.  
Is this a normal?

If I delete all of the browser's cache and connect directly to crowd, the error does not occur. But connect Jira first and move to crowd, the error will occur unconditionally.

My environment is Windows 2019 Server, and each product is clustered with two nodes.

* Jira : 9.1.0
* Crowd: 5.0.2

Thank you.


Answers:
author: Craig Castle-Mead
body: Hi [@JooHyun Park](/t5/user/viewprofilepage/user-id/1980395)

What errors are shown in the crowd log files when the 500s are displayed?

Is Jira configured to use Crowd for SSO?

CCM

comments: author: JooHyun Park
body: ![crowd error.png](https://community.atlassian.com/t5/image/serverpage/image-id/219019i89EA1308E88024A7/image-size/large?v=v2&px=999 "crowd error.png")

Hi, Craig

Looking at the crowd log, it appears that springboot StrictHttpFirewall is rejecting the request for header values.  
I still don't know what's wrong with the request value or how to solve the problem.

Thank you

Levi
Tomcat compliance
Asked by Robert Egan:

I have been mandated to update my Atlassian products to a version that contains at least Tomcat 8.5.82.

Is there a compatibility chart that can assist me somewhere? I really don't want to have to install multiple versions and run java -cp catlinar.jar org.apache.catalina.util.ServerInfo until I hit the right one.


Answers:
author: AAMIR ANSARI
body: Hello,

Here is the matrix that you are looking for - <https://confluence.atlassian.com/doc/bundled-tomcat-and-java-versions-1005786018.html>

Thanks,

Aamir


Tags: confluence-server

jira-server

server
Crowd Data Center Clustering on Windows
Asked by JooHyun Park:

Hi,  

Is it possible to configure the Corwd cluster in the Window Server 2019 environment?  

According to the guide, the \<crowd-home\>/sahred directory needs to be mounted with the directory on the remote network drive, but I don't know how.  

I'm looking for help from an experienced person.  

Thank you.


Answers:
author: Craig Castle-Mead
body: Hi [@JooHyun Park](/t5/user/viewprofilepage/user-id/1980395)

Windows is listed as a supported Operating System on <https://confluence.atlassian.com/crowd/supported-platforms-191851.html>

* According to the guide, the \<crowd-home\>/sahred directory needs to be mounted with the directory on the remote network drive, but I don't know how.  
  * All servers in the cluster need to be able to access to the same directory, which means creating a share available on the network - in Windows speak this usually means an SMB (Samba) share. I'd recommend asking your network/infrastructure team for assistance on this if you're not personally sure how to do this

CCM

comments: author: JooHyun Park
body: Hi,

I found a way. use mklink as shown below, can mount it.

<br />

mklink /d "D:\\Atlassian\\Application Data\\Crowd\\shared" "\\\\\<your-network drive\>\\crowd-sharedhome"
Microsoft AD Directory Sync Fails in Crowd
Asked by rob_webb_dell_com:

Setting up an additional MS Active Directory Connection to our Crowd Configuration. The new Directory passes the connector test.( I did save and test first) but following this successful test the syncronization fails with the following:

Test failed

No results were found from your search. org.springframework.ldap.UncategorizedLdapException: Uncategorized exception occured during LDAP processing; nested exception is javax.naming.NamingException: \[LDAP: error code 1 - 000004DC: LdapErr: DSID-0C090A71, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v3839\]; remaining name 'DC=blahblah, DC=doubleblah, DC=com'


Answers:
author: Dave Theodore [Coyote Creek Consulting]
body: [LDAP Error Code 1](https://ldapwiki.com/wiki/LDAP%20Result%20Codes) is related to the bind. I've had the best success using an LDAP browser to troubleshoot things like this. You can see what the LDAP objects are that Crowd is seeing this way. Make sure your BaseDN and any filters are pointing to the correct objects in LDAP to start with.


author: Rosslaas
body: A commitment of appreciation is all together for sharing, I found a tremendous store of stimulating information here. A striking post, incredibly grateful and obliging that you will make on a very major level more posts like this one. [OfficeFootballPool](https://www.officefootballpool.net/)


Tags: server
Should I upgrade Crowd server latest version?
Asked by Teja:

Hi Team,

After going through the crowd upgrade notes, I got confused in my mind about that should I upgrade the crowd's latest version i.e., 5 from version 3.6.0 or should I upgrade to crowd 4.2.

Crowd 4.2 upgrade note says that *Starting from Crowd 4.2 all passwords for external systems stored in Crowd are encrypted by default.* currently, in 3.6.0, we don't have keys folder.

Any advice?

Thanks  
T


Answers:
author: Craig Castle-Mead
body: Hi [@Teja](/t5/user/viewprofilepage/user-id/664848)

I would definitely recommend updating from 3.6.0 - there have been many bug/security/performance and functional improvements since that release (Dec 2019).

If you have anything relying on the Crowd REST API to update usernames, one of the changes (IIRC, 4.4..0) blocked this behavior by default - you have to add the parameter below to your applications options

```
-Dcrowd.email.change.by.external.apps=true 
```

CCM

comments: author: Teja
body: [@Craig Castle-Mead](/t5/user/viewprofilepage/user-id/224850)

Thank you, Noted!


author: Nic Brough -Adaptavist-
body: Your upgrade to the latest version will be fine.

The note you have found is purely informational, it's just telling you that Atlassian have encrypted some passwords in the new version. The upgrade will handle this for you, there's no need to do anything.

comments: author: Teja
body: [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454)

As always thank you Nic ;)
How to enforce full Sync between Crowd and Active Directory?
Asked by Dimitrios Danampasis:

I've noticed that some groups are not reaching Crowd after incremental sync and I want to do a full sync.

It seems that I can only do incremental sync from the UI in Crowd. There is no option for a full sync and I can't find any article online on how to do that.

Is that possible?


Answers:
author: Pramodh M
body: Hi [@Dimitrios Danampasis](/t5/user/viewprofilepage/user-id/2163206)

Here's the guide I found on Configuration

<https://confluence.atlassian.com/crowd/configuring-azure-active-directory-935372375.html>

Thanks and Regards,  
Pramodh

comments: author: Dimitrios Danampasis
body: Hi [@Pramodh M](/t5/user/viewprofilepage/user-id/3691224)

Thanks for looking into this. I don't use the Azure AD, crowd connects to an LDAP server. The problem is that I cannot enforce a full sync and the article doesn't mention how to do this if the directory is already configured. But thanks again!


author: Pramodh M
body: [@Dimitrios Danampasis](/t5/user/viewprofilepage/user-id/2163206)

Here's a reference for LDAP

<https://confluence.atlassian.com/crowd/configuring-an-ldap-directory-connector-18579550.html>

It is said in the documentation to have incrementation sync as the recomended option

Thanks,  
Pramodh


Tags: jira-service-management-server

server
sync user on fly
Asked by Shrek Ding:

Hi, we have this on-premise setup, JIRA SSO to crowd, and crowd linked with LDAP.

Use case:

User logins from JIRA, if this user is new to Crowd/JIRA, sync user from LDAP to crowd and then push to JIRA on fly(means all of the sync process should be done after user click login button, and make user success login).

Currently what we plan to create a crowd plugin to do this, 3 key points need your help.

1, does Crowd have this feature to check a non-existing user before responding user login action?

2, does Crowd have this future to push user to JIRA automatically if a fresh user synced(triggered by login action)from LDAP?

3, what will happen if a fresh user does not exist in JIRA, directly login fail? or fail after checking with remote Crowd?

Any existing plugin please advise, or any API also welcomed!!


Answers:
author: Craig Castle-Mead
body: Hey Shrek,

I'm not sure about your 3 questions, however I'm not sure if you've validated the "means all of the sync process should be done after user click login button, and make user success login" - I've not seen (doesn't mean there isn't a way) to initiate a user sync just on a specific user, getting a new user and their groups relies on a User Directory sync, and depending on the number of users/groups/memberships/etc this may take a few seconds or a few minutes - generally longer than the user would expect a login function to take.

CCM
password was refused by the ldap directory
Asked by christine davis:

This user is getting this error :: " password was refused by the ldap directory"

he was trying to reset his password.

Oddly, I manually reset his password and he is able to ssh into an atlassian server just find, but not able to reset his pwd to be able to reach all atlassian tools.

I've encountered this 3 times before in last 2 months.

Ive tried restarting crowd. I haven't restarted our Active Directory servers yet.

I thought that the 3 times before sorta 'healed' itself and users were back in action just fine.


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@christine davis](/t5/user/viewprofilepage/user-id/4848348) ,

please specify what type of directory are u using on crowd side (delegated LDAP or standard) and please share directory settings.

Fabio


Tags: server
User can log into Crowd but none of the other applications.
Asked by Alexis Evans:

I have one user who can log into Crowd just fine, but not any of the other applications. They are unable to log into Jira; it keeps saying the username and/or password is incorrect. They can't log into Confluence, because it keeps saying the credentials are incorrect, and seemingly sending them into a loop with the CAPTCHA. They are also unable to log into Bitbucket for the same reason.

It keeps doing this no matter how many times we've sent them a password reset link or manually reset the password ourselves. I've looked through the logs and don't see anything that might help. They are also in all of the correct groups in Crowd. Nothing is working; do we have to delete their account and make them a new one? Are there any other suggestions for things to try before resorting to that?


Answers:
author: Craig Castle-Mead
body: have you verified the user directory order within the applications (Jira/Conf/BB)? If Jira has an internal user database with the users username in it, and that's higher than the Crowd directory - the user is authenticating from their Jira user, not the Jira user.

Also worth verifying that the Crowd application for each of the applications has the appropriate directory/group assigned to allow login.   

CCM
JIRA software Cloud standard 10 users VS JSM Cloud standard 25 agents
Asked by Hanafi Sapei:

Dear JIRA community,

I received a quotation from Atlassian to renew my company enterprise JIRA license (after I took over from my predecessor). Below is the product breakdown \& cost.

1) Jira Software (Cloud) Standard 10 Users (Annual Payments) Renewal - USD100

2) Jira Service Management (Cloud) Standard 25 Agents (Annual Payments) Renewal - USD4000+

May I know what is the difference between the 2 products?

What's the difference between standard users \& agents?

My current setup allows client users to submit tickets through their JIRA user portal. My ServiceDesk team, consisting of 8 agents, then handles these submitted tickets. In this scenario, would the Jira Software Cloud license (1st product) be sufficient to cover this setup? Or, the 2nd product is also needed?

Thanks!


Answers:
author: Dirk Ronsmans
body: Hey [@Hanafi Sapei](/t5/user/viewprofilepage/user-id/5376026) ,

Both products (Jira Service Management \& Jira Software (rebranded to just Jira now) have different use cases.

In a nuttshell you would use Jira (Software) for more Project Management oriented tasks (either development or just regular project management) while JSM is a Service Management solution for providing a service desk to your customers and internal Service Management practices.

The moment you need a portal, that only exists in JSM and all customer accounts are free. Only the Agents need a paid license. However, if you only have 8 agents maybe you could downgrade to a JSM 10user plan.

So when it comes down to it you have 2 different products with entirely different use cases. For the users, in Jira you have just one type (the users who handle all tasks) and with JSM you have customers (free who just submit issues and agents (paid) who handle the issues)

comments: author: Hanafi Sapei
body: Hi [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602)

Thanks for your reply. It's very helpful \& I fully understood it.

Cheers!


Tags: cloud

jira-service-management

jira-service-management-cloud
Filter Tickets with No Reply to Customer comment
Asked by Josia Leppert:

Hello,

I am looking for a way to filter tickets in Jira Cloud that have not yet received a reply from our team to the customer(Reply to Customer). Specifically, I want to identify tickets that have been created but have no outgoing comments or responses from our agents.

Is there a JQL query or any other method to filter such tickets effectively?


Answers:
author: Walter Buggenhout
body: Hi [@Josia Leppert](/t5/user/viewprofilepage/user-id/5042454),

You cannot filter issues decently based on just comments. But a pretty common scenario would be to design this into your ticket workflow:

* Newly created tickets get status *NEW*;
* As soon as an agent starts *working* on the ticket, make sure the ticket status gets changed into e.g. *ACKNOWLEDGED* or *IN PROGRESS* or *WITH SUPPORT* (or anything that represents your team has started working on it). You can use automation to transition your issue automatically when an agent adds a comment to it, if you want to make sure people don't forget to transition the issue.

As soon as you have this in place, you can easily search for issues with status = NEW, as these are the ones that haven't been addressed yet.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Reseting SLA
Asked by Mar Angelo L_ Tareno:

Is there way to **reset** the **SLA** per changes of status?


Answers:
author: Yuliia_Borivets__SaaSJet_
body: Hi [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

It's possible to reset SLA with [SLA Time and Report for Jira](https://marketplace.atlassian.com/apps/1220741/sla-time-and-report-for-jira-track-time-to-sla-deadline?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=referral&utm_campaign=Comment_Reseting-SLA_20240924) app developed by my team. It allows you to choose status as a reset condition. If you are interested, you can check the documentation: [Reset your SLA](https://saasjet.atlassian.net/wiki/spaces/STARFJ/pages/2054553601/Reset+your+SLA)

Here is a quick screen of how it looks:

![reset SLA in Jira.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/349053i1A78DA55725E7F9E/image-size/large?v=v2&px=999 "reset SLA in Jira.jpg")


author: Geethanjali Katagani
body: Currently after the SLA configuration is set, it starts counting according to what was configured but there is no way to reset the SLA.


Tags: cloud

jira-service-management

jira-service-management-cloud
Smart Value for SLA hour
Asked by Mar Angelo L_ Tareno:

Is there a **SMART VALUE**to get the SLA hours?


Answers:
author: Duc Thang TRAN
body: Hello [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

You can try with this documentation

<https://confluence.atlassian.com/jirakb/how-to-find-smart-value-of-sla-component-of-jsm-issues-1167828367.html>


author: Alex Ortiz
body: Hello [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

There are no SLA smart values, 3 of us checked in 3 different locations and couldn't find anything.

But, what is available is a trigger that you can do in your automation rules that work off your SLA's. Your options are to do something when an SLA (you pick) has been breached, will soon be breached, or has been breached for X amount of time.

Hope that helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
2 SLAs for 1 Incident?
Asked by Mike Brossart:

My company is asking for two SLAs for a single incident:

1. Minimum Restoration - A service is still down but a workaround exists. The workaround may be less efficient, but the business is still running.
2. Full Restoration - All technical services are restored and confirmed by the customer.

We're toying with:

* Defining a custom Resolution value of Workaround.
* Defining a second SLA for Ticket Category = Incidents.
* Define a second set of SLAs for Highest, High, Medium and Low priorities.
* Start the clock when Issue Created.
* Finish counting time when Resolution: Workaround.

We're wondering if anyone has ever done this? Would it actually track and report on two SLAs for a single incident or would it confuse the system?


Answers:
author: Alex Ortiz
body: [@Mike Brossart](/t5/user/viewprofilepage/user-id/5599842) Welcome to the Atlassian Community!!

The good news, an incident (request) can have as many SLA's as you want.

As long as you name your SLA's unique names, they shouldn't confuse your user as they'll tell you what they are and how much time each SLA has remaining.


Tags: cloud

jira-service-management

jira-service-management-cloud
Workarounds for customer feedback widget upload limit?
Asked by Jason Sadler:

My company uses Jira support to collect beta-tester feedback on our software product. We have an embedded feedback widget in our application that beta-testers can use to give feedback on the product and upload files that are relevant to their feedback.

Here is the issue: the feedback widget has a file upload limit of 5 MB, which is pretty small. Our beta-testers need a way to submit files that are larger than this, but it's not clear how that can be done through Jira. We've been using OneDrive folder uploads as a workaround, but this is not a scalable strategy, as it requires one-on-one set-up meetings with each beta-tester.

Any ideas for potential workarounds to this issue that would be easy to implement and easy for beta-testers to use? Bonus points if it can connect directly to our Jira support portal.


Answers:
author: Alex Ortiz
body: [@Jason Sadler](/t5/user/viewprofilepage/user-id/5570113) Welcome to the Atlassian Community!!!

While it is possible to increase the size of general attachments, the Widget is limited to just the 5 MB. I searched all the JSM settings and couldn't find anything to increase that limit.

I would personally make JSM request type/portal option with attachments as a field. I personally uploaded a 36 mb file to test, and that was successfully uploaded.

The default attachment limit outside the widget is 1gb in Jira.


Tags: cloud

jira-service-management

jira-service-management-cloud
Set up automation condition using Service Desk team
Asked by Paul Schmitz:

Hi,

I'm setting up a company-managed cloud-based Service Desk project for the first time. There is a system automation rule that reopens closed cases when a comment is added (please see attached screen shot). I am trying to set up a new automation rule but I haven't been able to figure out how to recreate the condition "Initiator is not in Service Desk team". I tried searching for a smart value but I wasn't able to find one. Any suggestions?

Best,  
Paul

<br />

![reopen automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/348837i1F52F3A32B4269D1/image-dimensions/299x353?v=v2 "reopen automation.png")


Answers:
author: Paul Schmitz
body: I think I found my own answer.

![Initiator not in SD Team.png](https://community.atlassian.com/t5/image/serverpage/image-id/348844i43AD702F95D2455B/image-size/large?v=v2&px=999 "Initiator not in SD Team.png")

comments: author: Robert DaSilva - Adaptavist
body: Yup! Spot on!


author: Robert DaSilva - Adaptavist
body: Hi [@Paul Schmitz](/t5/user/viewprofilepage/user-id/5541888) , welcome to the Atlassian Community!

The condition you're referring to is a "User Condition", and the "Initiator is not in Service Desk Team" is referring to the Project Role of "Service Desk Team".

Here are the options you want to set up if you want to recreate the same condition:

![Screenshot 2024-09-23 at 5.51.07?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/348845i27B244B16FB36E5B/image-size/large?v=v2&px=999 "Screenshot 2024-09-23 at 5.51.07?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Attachment 403 Error
Asked by Nancy Galvez:

I created a script a while ago which would make a quote from a Jira ticket. It was working correctly-- however, recently, when users attempt to access the attachments, they get a 403 error.

![Screenshot 2024-09-23 131146.png](/t5/image/serverpage/image-id/348812i70ED3506F61F2ED2/image-size/large?v=v2&px=999 "Screenshot 2024-09-23 131146.png")


Answers:
author: Nancy Galvez
body: I am adding the hyperlink by using the API

"href": f"<https://phigenics.atlassian.net/secure/attachment/>{file_id}/{file_name}"


Tags: cloud

jira-service-management

jira-service-management-cloud