youngmon/atlassian-qna huggingface dataset:
Why does the '@' symbol not show up when including a text field in a filter?
Asked by Sheri Seldes:

I have created a Last Comment custom field and the format is 'paragraph'. If the Last Comment contains the @ symbol, the symbol does not show up when I add the field to a filter. Is there a way to enable this? The top image is of the last comment in a Jira ticket which includes @. The bottom image is how it is reflected in a filter and the @ does not show up.![Last Comment.png](https://community.atlassian.com/t5/image/serverpage/image-id/313451i6E1D90233A86399B/image-size/large?v=v2&px=999 "Last Comment.png")

![Last Comment in filter.png](https://community.atlassian.com/t5/image/serverpage/image-id/313452i3BDC874AB6BAA276/image-size/large?v=v2&px=999 "Last Comment in filter.png")


Answers:
author: Ste Wright
body: Hi [@Sheri Seldes](/t5/user/viewprofilepage/user-id/5458078)

I think this is just how @mentions show in the issue search view.

It does show with the "@" in the new issue search though (albeit, without the grey highlighting).

See more on the new issue search here: <https://support.atlassian.com/jira-software-cloud/docs/what-is-the-new-jira-issue-search-experience/>

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to see other open tickets for the same assignee when looking at their ticket?
Asked by Devvin Kraatz:

I'm trying to find a way to incorporate a view in the left had side that shows other open tickets that someone has submitted without needing to go through Projects\>Customers\>Open Issues. The closest I've gotten is setting up a filter but there doesn't seem to be a way to set the reporter to currentAssignee only currentUser().


Answers:
author: Joseph Chung Yin
body: [@Devvin Kraatz](/t5/user/viewprofilepage/user-id/5458020) -

Welcome to the community. Via the JSM project UI, there are multiple ways to access issues using the queue setup where you can define the criteria to "Assignee = \<assigned agent\>" as the filter.

Here is a reference link on queue mgmt - <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-queues/>

Image on setting up new queue based on assignee -

![2024-03-20_17-09-23.png](https://community.atlassian.com/t5/image/serverpage/image-id/313448i5CC177E03B10CD65/image-size/large?v=v2&px=999 "2024-03-20_17-09-23.png")

Another way is to create a search filter when you access the Search functionality - switch the mode to "Switch to JQL" mode, where you can use JQL syntax to pull issues based on "reporter" or "assignee" to specific users.

![2024-03-20_17-15-09.png](https://community.atlassian.com/t5/image/serverpage/image-id/313449i38B748332F984C68/image-size/large?v=v2&px=999 "2024-03-20_17-15-09.png")

Here is the reference link on JQL syntax - <https://support.atlassian.com/jira-software-cloud/docs/use-advanced-search-with-jira-query-language-jql/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Devvin Kraatz
body: Unfortunately that doesn't fit the criteria that I'm looking for; while I'm aware of a way to search for a person via the JQL system I'm looking to add a function to the Context Fields section when viewing a ticket that either shows other open tickets for the same assignee or the number of other open tickets by the assignee. ![Screenshot 2024-03-21 082525.png](https://community.atlassian.com/t5/image/serverpage/image-id/313604i6055911AAEC50F4F/image-size/large?v=v2&px=999 "Screenshot 2024-03-21 082525.png")


Tags: cloud

developer

development

jira-service-management

jira-service-management-cloud
Need to implement the change management cycle
Asked by Diana Bolanos:

I was unable to installe Jira change management tool, how I can get it?


Answers:
author: Joseph Chung Yin
body: [@Diana Bolanos](/t5/user/viewprofilepage/user-id/5457951) -

To supplement what [@Benjamin](/t5/user/viewprofilepage/user-id/3275402) suggested, here is a reference link on JSM Change Management overview - <https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/change-management>

If you already have your JSM project setup, you can enable the Change Management Feature for your project by going from Project Settings \>\> Feature UI and enable the Change Management feature.

![2024-03-20_17-25-35.png](https://community.atlassian.com/t5/image/serverpage/image-id/313450i87DFBD07F7A4B4F4/image-size/large?v=v2&px=999 "2024-03-20_17-25-35.png")

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Benjamin
body: Hi [@Diana Bolanos](/t5/user/viewprofilepage/user-id/5457951) ,

Which exact app are you referring to? What is the error you are getting when installing the tool?

Please share screenshots if possible.

comments: author: Diana Bolanos
body: Change Management CR Workflow or any other that can be used to implement a change management cycle-


author: Benjamin
body: HI [@Diana Bolanos](/t5/user/viewprofilepage/user-id/5457951) ,

Here's a quick start guide on starting Change Management in JSM:

<https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/change-management#how-it-works>

and the Atlassian documentation:

<https://confluence.atlassian.com/servicedeskcloud/managing-changes-with-your-it-service-desk-817562147.html>


Tags: cloud

jira-service-management

jira-service-management-cloud
Importing Customers
Asked by Rick Ranck:

I am able to add customers to my Jira Project by manually adding them to the email list field. However, when I select import details, and select the radio button "import details and add customers to this project" the creation of the new customer fails with "the organizations or customers in the following rows don't exist on this site. Add the organizations or customers and import these rows again."

I'm following the format and importing as instructed, but it just doesn't seem to want to work. I can add details to existing customers but it will not create any new.

Any help or direction here would be awesome!

Thanks in advance!

![2024-03-20_15-35-59.png](/t5/image/serverpage/image-id/313410i0892E105F2219EBB/image-size/large?v=v2&px=999 "2024-03-20_15-35-59.png")![2024-03-20_15-36-29.png](/t5/image/serverpage/image-id/313411i4BE0D2277509D0B8/image-size/large?v=v2&px=999 "2024-03-20_15-36-29.png")


Answers:
author: Ste Wright
body: Hi [@Rick Ranck](/t5/user/viewprofilepage/user-id/5457906)

I assume you're following [these instructions](https://support.atlassian.com/jira-service-management-cloud/docs/import-customer-and-organization-details/)?

If yes, this can add details to existing customers, but not import new ones:
> You can import your customers' details from a CSV file. This will import values into fields that already exist but it will not add new fields **or import new customers or organizations.**

---

There is a feature request for importing new customers, check out [JSDCLOUD-1829](https://jira.atlassian.com/browse/JSDCLOUD-1829)

There are also workarounds listed on this suggestion:
>
> ### Workaround {#toc-hId-2116169874}
>
*
  > New Customers can be created manually
  > * Use the Invite Customers Link and specify each Email Address for New Customers (space delimited for multiple addresses; eg email1@domain.com email2@domain.com etc)
*
  > Each Customer can self-register to access the Service Desk (if configured for self sign-up)
*
  > Create a customer via [REST API](https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-rest-servicedeskapi-customer-post)

Ste

comments: author: Rick Ranck
body: I was, and I thought it may have just been a glitch in their documentation as there is a radio button that says import details and add customers. It seems like they should adjust that to avoid the confusion.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatically set organizations field
Asked by Eliane Pr?coma Rodrigues:

Hello!

I am using Jira Cloud Standard and I am admin.

When costumers open a ticket from our support Portal, the organization field comes empty.

Is there some configuration that can make Organizations field set the reporter organization automatically?

I don't think the automation by domain will work, because are there more than one organization per domain.


Answers:
author: Dan Breyen
body: Hi [@Eliane Pr?coma Rodrigues](/t5/user/viewprofilepage/user-id/4207474) it is possible to do. It takes a few API calls and got complicated enough for me that I had Atlassian Support help out with it.

You're making an Automation that gets the Organization of the Requestor when the ticket is initially created, then setting that in the Organization of the ticket.

There was a Suggestion entered at one time to have this set automatically, but it was closed because not enough people voted for it.

![JSMAutomationSetOrg.png](https://community.atlassian.com/t5/image/serverpage/image-id/313417iAEC3F90D83A3F8C2/image-size/large?v=v2&px=999 "JSMAutomationSetOrg.png")

That's the basics of it. Hope it helps.


author: Pablo Vergara
body: Hi [@Eliane Pr?coma Rodrigues](/t5/user/viewprofilepage/user-id/4207474)

The key is identifying what pivot data will be used to determine the organization given a particular domain.

Once you have that, I've seen wonders by using, for instance, regular expressions as part of Jira smart values on Automation for Jira rules.

Any ideas on what other field value coming from your customers (when creating their support requests) can be used to map with the proper organization?

- Pablo / ServiceRocket SSE


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud

organization
In claiming domain, does it have to be the organization's root domain?
Asked by Ray Avila:

Our company's domain is xxx.edu, however we are sub organization that will have our own subscription to Atlassian products for our ITSM use using Jira Service Management. Our organization has SAML/SSO and would like to use it for our JSM environment. In order to do so I need to subscribe to Atlassian Access which requires us to claim our domain with Atlassian.

Can I claim our sub org's url of:

xxx.unm.edu/\[suborg address and entry to our JSM help portal\]

Or does it have to be at the root domain address in order to facilitate the SSO infrastructure of our organization?

Thanks in advance.


Answers:
author: Ste Wright
body: Hi [@Ray Avila](/t5/user/viewprofilepage/user-id/5457873)

Based on [this answer](https://community.atlassian.com/t5/Atlassian-Access-questions/Re-Will-users-under-a-sub-domain-of-my-domain-would-also/qaq-p/1418251/comment-id/1759#M1759), it appears each sub-domain needs to be claimed separately - so it should be possible to have them on separate Access accounts.

Ste


Tags: atlassian-guard

cloud

jira-service-management

jira-service-management-cloud
Timeline view for JSM ITSM project?
Asked by Mariano Edvardsson:

Hello! I know that IT projects are not similar with Business projects, so timelines are not really something very useful in ITSM, but is there a 3rd party plugin or something that I can use to view my Support tickets in a timeline fashion?

It would be really useful to view tickets with a creation date and a deadline in a Timeline than in a ticket list.

Thank you in advance!


Answers:
author: Ste Wright
body: Hi [@Mariano Edvardsson](/t5/user/viewprofilepage/user-id/4480807)

Timelines aren't available in JSM, but if you have Jira Software, you could create a Company-managed Board, activate the timeline, and see if this works with your JSM data?

To do this...

1. Click on the search bar in the top-right
2. Near the bottom, click the button *Boards*
3. Next, select *Create board*
4. Choose a Kanban board
5. Choose *Board from an existing project*
6. Give the board a name, and select your ITSM project as the "Project"
7. Set a "Location" - this **has** to be a Company-managed Software Project
8. Create the board

Admittedly, I did try this - and it didn't seem to work for me. But I still think it's worth trying.

---

The alternative is to find a timeline App that can be used with JSM - I'd check out Apps such as...

* [Activity Timeline](https://marketplace.atlassian.com/apps/1220860/activity-timeline-resource-capacity-planning-time-tracking?hosting=cloud&tab=overview)
* [Calendar for Jira --- Timeline Roadmaps](https://marketplace.atlassian.com/apps/1210975/calendar-for-jira-timeline-roadmaps?hosting=cloud&tab=overview)
* ...or another App from the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=timeline)

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud

plugins

timeline
jql filter query order by last updated by current user
Asked by JSnyder:

Is there a way to order results by the date that the current user updated a ticket instead of just last updated by anyone?


Answers:
author: Mark Segall
body: Hi [@JSnyder](/t5/user/viewprofilepage/user-id/5457878) and welcome to the community!

Unfortunately, that is not possible natively. You could create custom fields to capture the last updater and when they updated it. Then use automation to populate the fields. The pro is that you can also control the business logic of what constitutes an update.

However, I'd be cautious of this approach because the "Issue Updated" trigger is the most noisy of all and could put you at risk of hitting rule limits. There are also marketplace apps that can help with this.


Tags: cloud

jira-service-management

jira-service-management-cloud
Espacio utilizado por nuestro Jira
Asked by Gloria Mancilla:

Necesito saber cuanto espacio es el que estamos utilizando como empresa.

De que forma puedo obtenerlo ??


Answers:
author: Ste Wright
body: Hi [@Gloria Mancilla](/t5/user/viewprofilepage/user-id/3854160)

Do you mean how much attachment storage you are using?

If yes, you need to be an Org Admin, and then...

1. Go to <https://admin.atlassian.com/>
2. Select your Organization (if needed)
3. Select *Products*from the top navigation bar
4. Next, under *Sites and Products*on the left-hand menu, select your site
5. Then, select *Storage*from the left-hand menu

If this isn't what you meant, let us know so we can help further!

Ste

---

And in Spanish (according to Google Translate)...

?Te refieres a cu?nto espacio de almacenamiento de archivos adjuntos est?s utilizando?

En caso afirmativo, debe ser administrador de la organizaci?n y luego...

1. Vaya a <https://admin.atlassian.com/>
2. Selecciona tu Organizaci?n (si es necesario)
3. Seleccione Productos en la barra de navegaci?n superior
4. A continuaci?n, en Sitios y productos en el men? de la izquierda, seleccione su sitio.
5. Luego, seleccione Almacenamiento en el men? de la izquierda.

Si esto no es lo que quisiste decir, ?av?sanos para que podamos ayudarte m?s!


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Exactly the same problem in my repo as well (https://bitb...
Asked by kokonech:

Exactly the same problem in my repo as well ([https://bitbucket.org/kokonech/infusion/issues?status=new\&status=open](https://bitbucket.org/kokonech/infusion/issues?status=new&status=open)), \>100 spam posts, some blocks of issues deletion option would be really helpful.


Answers:
author: Patrik S
body: Hi [@kokonech](/t5/user/viewprofilepage/user-id/5174727) ,

Thanks for reaching out to the Community!

I've moved your post to a new question for easier tracking.

Our engineering team can help with either:

* flag issues as Spam
* completely remove issues

**Please keep in mind that there is a possibility for false positives to be included in the flagging or removal.** If you are concerned about irreversible loss, we would suggest requesting flagging, so that you can review the issues.

Before we proceed, ++please make your issue tracker private++ (*Repository Settings \> Issue Tracker \> Private issue tracker*) to prevent the creation of new spam issues. I will post an update here once our engineering team has mitigated the issue and when it's safe to make your issue tracker public again.

Afterward, please let us know whether you would like us to proceed with flagging issues as spam in your issue tracker or removing them :

* **Removal**: If you would like us to proceed with the removal, please provide a range of issue IDs to remove. You could also include issues that you want to be excepted from this range. E.g. for the range "200-3700 EXCEPT 3256-3260" we will remove issues with id from 200 until 3700, except for the issues in the range 3256-3260. Ranges should be fully inclusive, meaning the number on both ends will be removed.
* **Flagging as Spam:**If you would prefer to mark the issues as Spam, so you can review them later, please provide an Issue ID as a starting point. All the issues after the starting point ID will be marked as Spam.

Let me know in case you have any questions.

Thank you, [@kokonech](/t5/user/viewprofilepage/user-id/5174727) !

Patrik S

comments: author: kokonech
body: Ok, updated the rights. Could you plz remove issues 39-197? Tnx!


author: Patrik S
body: Hello [@kokonech](/t5/user/viewprofilepage/user-id/5174727) ,

The issues in that range you shared with us were all marked as spam, so they will not show up in your issue tracker.

Thank you for your patience while we were looking into this.

Patrik S
Incomplete list of downloads files
Asked by Leo_Herszenhaut:

I uploaded a series of files into the Downloads folder in the repo. When I ask for the list of files it returns a partial list with the 10 newest files.... Do I need to make multiple requests? How to get a full list of available files in the Downloads folder?

I'm using python 3.10.6 and requests 2.28.1.

URL = ''<https://api.bitbucket.org/2.0/repositories/...../downloads/>"

headers = {'Authorization': 'Bearer token'}

cloud_files = requests.get(URL, headers=headers)


Answers:
author: Leo_Herszenhaut
body: so... I found the solution... you just need to specify the page you're trying to access....

<https://api.bitbucket.org/2.0/repositories/..../downloads?page=2>

just continue until you get an empty value list

{"values": \[\], "pagelen": 10, "size": 160, "page": 20, ......}


Tags: bitbucket-cloud

cloud

download
Automate Repository Access
Asked by Prasanth Sagar:

Is there a way to automate the process of providing access (Read / Write) of a repository instead of going manually to the dashboard, looking up for the settings and then editing the permissions.

The manual way is well described here:  
<https://confluence.atlassian.com/bitbucketserver/using-repository-permissions-776639771.html>

But, I am looking for an automated way wherein the repo owner doesn't have to go to the dashboard each time. Instead, I want to come up with a mechanism where in if I provide an interface to edit the permission, then it can be directly used to modify the permissions.


Answers:
author: Theodora Boudale
body: Hi [@Prasanth Sagar](/t5/user/viewprofilepage/user-id/5174288) and welcome to the community!

The documentation you included in your post is for Bitbucket Server (not for Cloud), although repository permissions work similarly:

* <https://support.atlassian.com/bitbucket-cloud/docs/grant-repository-access-to-users-and-groups/>

Can you please confirm if you're looking for info related to Bitbucket Cloud (repositories hosted in bitbucket.org)?

I am not really sure what you mean by the following:
> I want to come up with a mechanism where in if I provide an interface to edit the permission, then it can be directly used to modify the permissions

Are you looking for APIs that you can use in order to modify permissions in Bitbucket Cloud?

If so, you can check the following API endpoints:

**Group permissions**

* <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-repositories/#api-repositories-workspace-repo-slug-permissions-config-groups-group-slug-put>
* <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-repositories/#api-repositories-workspace-repo-slug-permissions-config-groups-group-slug-delete>

**Explicit user permissions**

* <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-repositories/#api-repositories-workspace-repo-slug-permissions-config-users-selected-user-id-put>
* <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-repositories/#api-repositories-workspace-repo-slug-permissions-config-users-selected-user-id-delete>

In case you would like certain user groups to automatically gain access to new repos created in the workspace, you can configure this in the group's settings if you have admin access to the workspace.

Go to the workspace's **Settings** \> **User groups** \> select the user group that you want to automatically gain access to new repos created in the workspace. While viewing the user group details, select **Edit** and you will see a setting **Automatically assign permissions for new repositories**. You can set this setting to None, Read, Write, or Admin.

If you have any questions, please feel free to reach out.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Someone has already added that key as an access key to a repository
Asked by Gov:

When I try to add my SSH key I am getting following error - Someone has already added that key as an access key to a repository


Answers:
author: Nic Brough -Adaptavist-
body: There's no easy way to work this out because the keys that belong to other accounts should not be shared.

If you shared the key with someone or used it with a different account, you should already know who it is. If someone gave you the key, you will need to ask them.

If you have no luck chasing it down, you can raise a support request with Atlassian, and they can search out the key for you and identify the account you shared it with.

If you don't want to spend ages chasing down the share, you can (and should) create a new key for your account and use that instead.

For a better explanation, see Theodora's answer on [![](https://community.atlassian.com/html/@D429FEBDA9386F85E874453DCFFCC546/assets/favicon-16x16.png)Problem adding SSH key: "Someone has already added that key as an access key to a repository."](https://community.atlassian.com/t5/Bitbucket-questions/Problem-adding-SSH-key-quot-Someone-has-already-added-that-key/qaq-p/2166987)


Tags: bitbucket-cloud

cloud