youngmon/atlassian-qna huggingface dataset:
Is there a way to attach assets to change windows?
Asked by Michael_S_McGillivry:

Was wondering if there was a way to link JIRA service manager assets to service manager change calendar/freeze windows so we can link known items together to prevent confusion in alerts?


Answers:
author: Mark Higgins
body: Hi [@Michael_S_McGillivry](/t5/user/viewprofilepage/user-id/5572504)

Welcome to the community!

I just want to confirm what it is that you are asking.

You currently have maintenance windows, that are set up in your change calender, and during those maintenance windows, some of your 'Assets' will go off-line, that triggers an alert.

Hence , do you want to communicate before hand, that these 'Assets' are going to be going off-line during this period, so that On-call staff are forwarned?

If you have 'Assets', you could add an attribute that indicates when that 'Asset' would be impacted by a maintenance window. So for example, 'Asset A' next maintenance window is 'X' and its on a cycle of '2 months'.

So you create a change ticket, for all Assets that have the same Maintenance window, and assign as request participants, the people you want to notify, and then a second automation that runs around afterwards and sets the date to the next window.

Not sure I'm solving your request, but I hope that I've given you something to consider.

REgards

Mark

comments: author: Michael_S_McGillivry
body: Good Morning Mark,

Thank you for the reply and this is indeed what we are looking for. So the scenario is that "I want to schedule a maintenance window and want to make sure the parties involved like Oncall are aware a calendar event has Assets tied to it so when they see errors, they can correlate Device X,Y,Z to the Calendar event". This also could be a good catalyst to use for mute notifications so the system knows to mute devices in the calendar change since they are known to be going down for maintenance.  

I will admit if I am going about this the wrong way or if there is a better current method for establishing change windows/notification mutes, please feel free to let me know and we can test.


Tags: assets

change-management

cloud

jira-service-management

jira-service-management-cloud
How to retrieve user profile information via automation
Asked by Richard Scholtes:

I know the title sounds very similar to this one:

[Solved: Retrieving User Profile info via Jira Cloud Automa... (atlassian.com)](https://community.atlassian.com/t5/Automation-questions/Retrieving-User-Profile-info-via-Jira-Cloud-Automation/qaq-p/2733351)

Unfortunately this example was very specific and I didn't find all the information I needed to reproduce this for my needs. So I'd like to make this one a more general approach to the technique behind it. Can someone please explain me - and everyone that stumbles upon the question afterwards - what happens in the steps of the automation and what information needs to be filled in the web requests to achieve the data transfer from the Atlassian User profile to a custom field in a JSM issue.

Thanks a lot!


Answers:
author: Vijay Dadi
body: Hello [@Richard Scholtes](/t5/user/viewprofilepage/user-id/3879658) ,

Have you tried making a web request call to the jira user table which gives you all the details about the user profile.

/rest/api/3/user/search?query='user@example.com'

All the attributes can be access via smart values {{response.body.value}}.

Hope this helps!

Vijay

comments: author: Richard Scholtes
body: and how exactly would a web request call like that look in automation?


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

rest-api
Jira with Microsoft Teams
Asked by Carlos Rodrigues Bernardo:

I'd like to know if by connecting Jira with Microsoft Teams, there will be any costs to be paid to Jira.


Answers:
author: Nadhila Savira
body: Hi Carlos,

Just integrating the two would not cause you to pay extra for the integration itself. You will simply pay for the Users you have for Jira/JSM according to our pricing page: <https://www.atlassian.com/software/jira/service-management/pricing>


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM does not mail anymore
Asked by Reinier:

Hi,

Sinds 15 august JSM does not mail anymore. And with mail I mean the confirmation that a ticket is created and the confirmation that a ticket is resolved. I checked and the mail settings and customer notification have not been changed and look good. Does anybody have an idea what caused this or how we can verify if a mail is send?

Looking forward to solve this.

Kind regards,

Reinier

ps: On 15 august we did receive a mail notification that a ticket was created and also that is was resolved. And the spam/junk folder does not show any. I already checked this. The test HTML mail function is working.


Answers:
author: Reinier
body: I have the suspicion that a part of the E-mail notification has been translated and because that translation has been confirmed that it changed the E-mail template. But the email template is not allowed to be changed in a free tier and therefore it blocks the E-mails. Or that for some reason the e-mail address ended up in the suppression list. Atlassian please check. [@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137)

comments: author: Andy Heinzer
body: Hi [@Reinier](/t5/user/viewprofilepage/user-id/1151228)

I don't see any clear cut explanation here. Free sites do have several notification limits, but I can't tell yet if your site is being restricted by one of these.

I have created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1033489>


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Unlock the 'Request Participants' Field in Jira for Agents to See CC'd Users?
Asked by Larissa Nohara:

"I noticed that the 'Request Participants' field is locked on the field configuration screen in Jira. I'm an administrator, and I want to unlock or enable this field because, when a customer opens a request, the agent is unable to see who is in copy (CC).

Is this field managed by Jira Service Management, and are there specific settings I should check to make it editable? What steps should I take to resolve this issue?"


Answers:
author: Samuel Gatica
body: Hi [@Larissa Nohara](/t5/user/viewprofilepage/user-id/5565854)

Welcome to the community!

You just need to add the "Request Participant" field to the Edit screen scheme.

Please refer to doc:

* [How to associate Fields with Screens](https://confluence.atlassian.com/jirakb/how-to-associate-fields-with-screens-1188429614.html)

Hope this helps!

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
Workflow Transition
Asked by Emirhan T?rkay:

Hi,

How can I change the order of transitions displayed on the screen in JIRA? I would like the 'Scope Working' status to appear at the bottom and the '2nd Meeting' transition to be at the top.  

<br />

![image (1).jpg](/t5/image/serverpage/image-id/342735i3F0873E0F919DB9F/image-size/large?v=v2&px=999 "image (1).jpg")  


Answers:
author: Valerie Knapp
body: Hi [@Emirhan T?rkay](/t5/user/viewprofilepage/user-id/5483448) , thanks for your question.

I found another post which shows how to do this. Please check it out here - <https://community.atlassian.com/t5/Jira-questions/How-can-i-change-the-order-of-status-transitions-in-ticket/qaq-p/2604190>
> Hi Daniel,
>
> This can be done with the **opsbar-sequence**transition properties. You need to edit each transition and set a value for opsbar-sequence.
>
> Example: opsbar-sequence: 10 will appear before a transition with opsbar-sequence: 20
>
> Documentation on [Customize how tranistions appear](https://confluence.atlassian.com/adminjiraserver/advanced-workflow-configuration-938847443.html#Advancedworkflowconfiguration-customisingtransitionsonviewissueCustomizehowtransitionsappear)
>
Hope this helps you.

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I access the template from Jira Service Managment for client service?
Asked by Kerri Quinn:

There is a customer service management template that I would like to use. I have acccess to jira service management.


Answers:
author: Samuel Gatica
body: Hi [@Kerri Quinn](/t5/user/viewprofilepage/user-id/5572439)

Welcome to the community!

From the project create screen select Service management -\> Customer service management

![Screenshot_6.png](https://community.atlassian.com/t5/image/serverpage/image-id/342740i26883EB2CA1C05FC/image-size/large?v=v2&px=999 "Screenshot_6.png")

Please note that a Jira Service Management subscription must be enabled to access the template.

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
Syncing tickets from Jira SM (DataCenter) to Jira Software (Cloud)
Asked by Atlassianist:

Hallo,

does have somebody experiences with a plugin solution allowing us to sync from Jira Service Management (DC) to Jira Software Cloud)

We have already used IssueSync (Deviniti) in the company.

I am however not user if it can manage syncing to a JIRA Software Project.

Can somebody give a short confirmation?

Thank you.

I.


Answers:
author: Dhiren Notani_Exalate_
body: Hi [@Atlassianist](/t5/user/viewprofilepage/user-id/5186353) ,

Thanks for posting your question here!

I am Dhiren, one of the Solutions Engineer working with Exalate.

I would recommend you to try out [Exalate](https://marketplace.atlassian.com/search?query=jira%20issue%20sync) to integrate between Jira DC and Jira Cloud. It supports Jira Service Management and also Jira Software and is very flexible because of the Groovy-based scripting engine that it provides.

It's possible to sync custom fields, statuses and a lot more information.

We do provide a 30-day free trial and also some resources for you to evaluate the product.

Let me know if you want more help and we can discuss this further.

Thanks, Dhiren


author: Katarzyna Szumilas_Deviniti_
body: Hi there!  

Yes, Issue Sync for Jira allows you to sync issues both from Software and Jira Service Management projects.  

Cheers,  
Kasia


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Change display name conditionally
Asked by Boris Kravchenko:

Hi, when working internally with my team in JIRA and Bitbucket, I want my display name to be my full name. However, when using Service Desk, I want the display name to be "Customer Support".

Is there a way to control the display name conditionally?

Thank you.


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, Boris ? I am 95% confident the answer is "no." The 5% comes from wondering if something can be done with the Atlassian APIs, but, alas, when I searched that path, I could not find a solution.

The only workaround I can think of is to create/have two distinct Atlassian IDs ?

Sorry. Maybe someone more knowledgeable than me will come up with a better answer.

Good luck,

-dave


Tags: atlassian-account

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Audit workflows with approval steps
Asked by Yatish Madhav:

Hi

I am reviewing and doing some clean ups - is there a way to audit all workflows that we have that have an approval step?

Eg if may have 500 workflows but I want to know which ones (and in turn which projects) are using an approval step in it?

Thank you

Yatish


Answers:
author: Jack Brickey
body: There isn't an easy way to do this natively. You could use JQL to query for all issues using the approvals field and comb thru the various projects. You could look into addon audit apps as well.


Tags: approver

audit

cloud

jira-service-management

jira-service-management-cloud

workflow
How to copy comment from one issue in SM project to Software project
Asked by Fuilares:

Hello,  
Recently I'm trying to copy comments via automation from (let's call it) project A (Jira SM) to project B (Jira Software).  
I got my first rule, that is copying issue from project A to B, it's a manual trigger, because not every issue should be linked to B.  
It looks like this

![rule1.png](/t5/image/serverpage/image-id/342705i7B9518305B44A0A9/image-size/large?v=v2&px=999 "rule1.png")

Then I made second rule that should run automatically when somebody comment issue in project A

![rule2.png](/t5/image/serverpage/image-id/342707i702A309193CE6CD7/image-size/large?v=v2&px=999 "rule2.png")

The problem is that when somebody comment issue on A this rule isn't working, there is no comments on project B. Where is the problem?


Answers:
author: Jack Brickey
body: Hi [@Fuilares](/t5/user/viewprofilepage/user-id/5557373) , the first thing to check is if your rule is restricted to the single JSM project. It need to be global or multi-project and include project B.

comments: author: Fuilares
body: That worked for me, it was restricted per single project.  
Thanks


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

jira-software
Jira ITSM Installation Date
Asked by Okan Zengin:

Hi there,

Actually I want to learn the first activation/installation date of my Jira ITSM. I couldn't find that info on Settings or Billing tabs.

Regards,

Okan.


Answers:
author: Tuncay Senturk
body: Hi [@Okan Zengin](/t5/user/viewprofilepage/user-id/5406178)

I don't think there is a direct page showing that, but I suggest checking the Audit logs (if you have Admin permissions).

* To do this, go to Jira Settings and click on the gear icon on the top right. Then select **System**
* Click on **Audit Log** and try to find when you installed the application or created a JSM project.

I hope this helps or at least sheds light!


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Servive Management API -> internal Systems
Asked by Slavko Barac:

Hi,

my colleagues and myself want to connect Jira Service Management and our internal Systems.

We want to send API calls from Jira Cloud to internal Systems.

How are we supposed to do that? Is there an Add on to tell Jira Cloud to use SSH connection to internal Systems?

Is it in general possible to do that?


Answers:
author: Shikha Verma
body: Hi [@Slavko Barac](/t5/user/viewprofilepage/user-id/5165737), The most feasible approach is to set up a secure public endpoint or a middleware service that Jira Cloud can communicate with. Direct SSH connections from Jira Cloud are not supported, but using secure HTTPS communications, possibly combined with a VPN or reverse proxy, would be the recommended way to connect to your internal systems.


Tags: api

cloud

jira-cloud

jira-service-management

jira-service-management-cloud

ssh
Is this a bug? Old vs New "Create issue"
Asked by Alain Kovacs:

Hi,

My use-case is that I need to be able to create issues via an external system with certain fields pre-filled (the most important of them being the Reporter). I do this based on the customer accountId, which the external system retrieves from Jira.

As you can see, I am able to create issues with a particular Reporter assigned to them. I am forced to use the "old?" create issue window, as it seems that it is impossible to get the new one (pop up) via a link (also with pre-filling values). [See this question/discussion for more info.](https://community.atlassian.com/t5/Jira-questions/Re-Re-Is-there-a-URL-directly-to-the-quot-Create-Issue-quot-pop/qaq-p/2294748/comment-id/642043#M642043)

I get a very different behavior between the "new" and "old" and it's puzzling me.

To test, I have created 2 issues, one via old, one via new. They both seem to work in the same way, however, only one can be seen in the customer requests overview (which we plan to use heavily), but I can find both of them if I filter for the reporter. Am I doing something wrong or is this some sort of corner case or bug?

Yes, I am sure I used the same test account (I only have one), I refreshed the page multiple times, it simply doesn't work..

**Filter view:** ![filter_view.png](/t5/image/serverpage/image-id/342676i5F12503ABCF90118/image-size/large?v=v2&px=999 "filter_view.png")

**Customer view:** ![cust_view.png](/t5/image/serverpage/image-id/342677i457CB255981C855F/image-size/large?v=v2&px=999 "cust_view.png")

You can see that in the issue, the account is identified correctly, even part of the correct organization.![old.png](/t5/image/serverpage/image-id/342678i46A654D8FA3FCC25/image-size/large?v=v2&px=999 "old.png")


Answers:
author: Walter Buggenhout
body: Hi [@Alain Kovacs](/t5/user/viewprofilepage/user-id/5288524),

To be visible in the customer portal, the **Request Type** field needs to be filled out. That does not seem to be the case on your old issue view test issue.

Hope this helps!

comments: author: Alain Kovacs
body: damn! Thanks for spotting that, you're a hero! All works as expected now.


author: Dexter de Vera
body: Hi [@Alain Kovacs](/t5/user/viewprofilepage/user-id/5288524) ,

Can you give us a screenshot for your other ticket (new create issue), base on the screenshot of the old issue, you dont have request type indicated. You would need to select a request type in that issue, to count it as request in customer view. You old ticket is only visible to jira not in customer SM portal.


Tags: cloud

jira-service-management

jira-service-management-cloud
reports > about satisfaction field (CSAT) feedback
Asked by Bar?? ?zer:

When a ticket is marked as "resolved," an automatic evaluation email is sent to the "reporter." In this email, users can give 5 stars (points) or 1 star (point) and leave a comment about the ticket.

**Requests:**

1. The email should be sent in both English and Turkish (I believe I can set this from the Language field).
2. Is it possible to send it within a specific announcement-like template rather than just plain text? (Can a template be created?)
3. When a rating of 3 stars or lower is given, making it mandatory to provide an explanation for the low rating. (Can we require a comment if 3 stars are given?)
4. Can reports be generated periodically (weekly/monthly/annually) broken down by company, location, etc.?

![image.png](/t5/image/serverpage/image-id/342635i286776917CA665D1/image-size/large?v=v2&px=999 "image.png")

![image.png](/t5/image/serverpage/image-id/342642i434E42E89721356F/image-size/large?v=v2&px=999 "image.png")

![image.png](/t5/image/serverpage/image-id/342644iFE1B08225F3E2E80/image-size/large?v=v2&px=999 "image.png")

**When I press any star, the following screen appears. Can I make changes to this screen? Can I make this comment screen mandatory if 3 stars are given?**

**Is it possible with Automation?** When the task is solved, a solved e-mail is sent to the customer. Then, a screen e-mail is sent to them where they can rate the solution. How can I?  
Please help.


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Bar?? ?zer](/t5/user/viewprofilepage/user-id/4828228)

Unfortunately CSAT in JSM is not editable :/ There is no way to modify it.

Regards,

Seba


Tags: administration

automation

cloud

customer

customer-satisfaction

jira-administration

jira-cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

report
User picker custom field is showing users in my organization for only the project service team
Asked by henal bangdiwala:

I have a user picker custom field in portal form which shows all the users in the organization synced to Atlassian.

However, the user list is appearing only for the project service team and not the customers to select.

The same list is appearing for all (agents + customers) in 'Raise this request on behalf of' field.

I am not sure why the field behavior is different for agents and customers.

Please suggest any field/permission changes which can fix this issue.


Answers:
author: Ingo Volkhausen
body: Hi [@henal bangdiwala](/t5/user/viewprofilepage/user-id/5519080)

If you not already did, I think you might check the following described in this article. So have a look into organization as well.

Raise a request "on behalf of" indicates for me that an agent has authenticated in the portal and that is not your custom field.

Has this user picker field been added to the form and linked to the custom field as well or only to the screen of your "Service Team"?

Choose who can use user picker custom fields in the portal {#toc-hId--349531320}
--------------------------------------------------------------------------------

[How to manage access to your Jira Service Management \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-manage-access-to-your-jira-service-desk-cloud-967872675.html)

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/342663i8B691D6504024269/image-size/large?v=v2&px=999 "image.png")


author: Shikha Verma
body: Hi, [@henal bangdiwala,](#) The issue you're encountering likely stems from permission settings or field configurations that differentiate between agents and customers.   
**Please Field Configuration:** Ensure that the custom field is configured to be visible and usable for both agents and customers. You can do this by verifying the field context in the field configuration scheme. Make sure the field context is set to include all users or specific projects where both agents and customers are involved. Review the Field Permissions. Check the global permissions, project permissions, and field security settings.  
**Customer Permissions:** Check the portal access and User Picker Permissions  
**Raise This Request On Behalf Of Field:** "Raise this request on behalf of" field works correctly for both agents and customers. Compare its configuration and permissions with those of the custom user picker field. Any discrepancies between the two could help identify the issue.  
**Check the Sync Settings and test in Different Environments.**Hope this will solve your issue.


Tags: cloud

jira-service-management

jira-service-management-cloud