youngmon/atlassian-qna huggingface dataset:
Need to remove LDAP directory from Crowd as number of users are exceeded
Asked by Prajakta Babar:

Hi,

While Adding a LDAP Directory in Crowd, LDAP got synced and a large number of users for added. However, as current license does not permit the number of users configured, Crowd is redirecting me to upgrading Licence Page.

is there any way i can remove synced users from Crowd.


Answers:
author: John Chin
body: Hi Prajakta,

Yes, please read this [Restoring Passwords To Recover Admin User Right](https://confluence.atlassian.com/display/CROWDKB/Restoring+Passwords+To+Recover+Admin+User+Rights)s KB article.


author: Prajakta Babar
body: Thanks


author: Prajakta Babar
body: Thanks for reply John.

However, I was looking to log in into


author: Prajakta Babar
body: Thanks for reply John.

However, in current situation I am not able to log in into Crowd to perform these checks.

Is there any way I can able to log in as Admin and apply check to limit number of users?


author: John Chin
body: Hi Prajakta,

As far as I know Crowd license will counts based on how many users are allowed to login. So, if you want to limit a number of users or not exceed your current user license limits, please refer to [Crowd users counting towards application user limit](https://confluence.atlassian.com/display/CROWDKB/Crowd+users+counting+towards+application+user+limit) KB for the information.

Hope this helps.

Regards,

John


Tags: crowd-administration
jira adding as new comment to a resolved request rather than creating a new request
Asked by Brian Davies:

have user who creates multiple requests with same subject line which, rather than creating a new issue , it adds it as a comment to an older ticket? ( ie the reverse to the FAQ) any guidance where to start ?


Answers:
author: Kai Becker
body: Hi Brian,

welcome to the community and thank you for your question.

Do these users send mails with the same subject or do they create multiple requests via the portal?

Generally there is no mechanism to map content as comment to old tickets. They only way this works is the following:

* Customer creates request
* confirmation is sent via email
* customer responds to email (issue key is present in subject)
* email gets added as comment to the current issue (searched via issue key)


Tags: cloud

jira-service-management

jira-service-management-cloud
text or translation correction in self portal in JSM
Asked by Martina Hurte??kov?:

Hello,

we are working on improvements in our self service portal but I?m struggling with following things. Could someone help me with it please?

1. when ticket is raised today, the message says "on" Today. The "on" is wrong, even in German translation what our customers are using. Would it be possible either to remove the "on" or just instead of "Today" put there today?s date.

![today.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/338745i557C2F5DD6D65C9A/image-size/large?v=v2&px=999 "today.PNG")

2. Our project default language is German but there is always an English help text when you enter anything in the search tab in the home page in self service. Where can I translate it?

![translation needed.png](https://community.atlassian.com/t5/image/serverpage/image-id/338748iF0E1C0C42E36E2FF/image-size/large?v=v2&px=999 "translation needed.png")

3.the button "Resolve this issue" is not properly translated into German. Can I as global Admin change it?

![status.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/338749i20A4EA2F342A51C0/image-dimensions/85x95?v=v2 "status.PNG")

thank you.


Answers:
author: Adolfo Casari
body: [@Martina Hurte??kov?](/t5/user/viewprofilepage/user-id/5359641) I suggest you to raise a support ticket to Atlassian for this.


Tags: cloud

jira-service-management

jira-service-management-cloud
what are the Jira default database table entries to be removed if we want to delink an issue?
Asked by Sandesh TM:

What are the Jira default database table entries to be removed if we want to delink an issue?


Answers:
author: Trudy Claspill
body: Hello [@Sandesh TM](/t5/user/viewprofilepage/user-id/5305975)

Can you provide more information on exactly what you mean by "delink"? To what is the issue linked?

Is there a reason you cannot complete that process through the UI?

Direct updates of the database are discouraged as these can end up being done incorrectly and cause other problems. Why are you trying to do this through a database update?


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Auto assigning participants
Asked by Nick Ignatenko:

Hi, is there a way to auto assign a group of non-licensed users as participants to for a specific custom group I have created using Automation? I can do this for Watchers but not participants. This question was asked 4 years ago here so I am hoping I can now do it.

Thank you,

Nick


Answers:
author: Rilwan Ahmed
body: Hi [@Nick Ignatenko](/t5/user/viewprofilepage/user-id/5499451) ,

If you are looking for adding some users as request participants for a ticket, then in your Jira service Management project, go to project settings --\> automation

Create rule with required trigger, add **IF** condition where you need the updates and in **THEN**, select Edit issue --\> Request participant. Select the required users form the list.

Sample rule:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338735iF59826A04435BC61/image-dimensions/428x175?v=v2 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Parent Link (Custom Field) field icon does not appear in the subscription email
Asked by Ugur Deniz:

Hello guys,

I have a filter that i am subscriber. It sends e-mails daily. In the email, issue type icon is shown perfect there is no problem. But Parent Link column does not show issue type icon properly. Is there a way to solve this problem?


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

I suggest you open a support ticket with Atlassian to see what they can do. Please post the resolution back here for future readers.

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


author: Ugur Deniz
body: These are the screen shots of the problem.

![1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/338728i8491E59ED1EB999E/image-size/large?v=v2&px=999 "1.PNG")![2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/338727i57DB276BD8EC54D3/image-size/large?v=v2&px=999 "2.PNG")

comments: author: Adolfo Casari
body: [@Ugur Deniz](/t5/user/viewprofilepage/user-id/5458877)I suggest you to hover on it or use the browser developer tools to check the url of that image and find out why it's missing.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customization of screens for password change in Self portal in JSM
Asked by Martina Hurte??kov?:

Hello,

we?d like to customize some steps in self portal when customer wants to adjust/reset his/her password. Please look at the 3 wished changes and let me know if and how is that possible. Thanks a lot!

1. how can the "," after "Hallo!" be removed

![comma.png](https://community.atlassian.com/t5/image/serverpage/image-id/338730i2782505A4F256FA0/image-size/large?v=v2&px=999 "comma.png")

2. how to change the text marked blue? as it is in German ,it says: "Set a password to continue." we want to change it into "Set a new password to continue."

![adjustment of sentence.png](https://community.atlassian.com/t5/image/serverpage/image-id/338733i62F3485504BDD39E/image-size/large?v=v2&px=999 "adjustment of sentence.png")

3. at the end, after clicking on "confirm or reset" your password, the customer will be routed back to the homepage without any information if the password was or wasn?t change. I?s confusing. We?d like to add either a next pop-up window saying "You have successfully changed your password." or at least display this sentence somewhere (f.e. in the home page..). How can I set it up?


Answers:
author: Adolfo Casari
body: [@Martina Hurte??kov?](/t5/user/viewprofilepage/user-id/5359641)Check whether this help you with your changes,

<https://support.atlassian.com/jira-service-management-cloud/docs/review-or-update-translations-for-custom-content/>

Othwerwise I don't think it's doable.


Tags: cloud

jira-service-management

jira-service-management-cloud
Text addition into the second (confirmation) screen of Self portal in JSM
Asked by Martina Hurte??kov?:

Hello,

I?d like to ask for support, as I haven?t found anything in documentation.

We?d like to add one sentence in the yellow marked area into this screen (see picture).

Is that even possible? If so, how?

Thanks a lot for help!

Martina ![sentence to be added.png](https://community.atlassian.com/t5/image/serverpage/image-id/338726i5859213B7B124205/image-size/large?v=v2&px=999 "sentence to be added.png")


Answers:
author: John Funk
body: Hi Martina,

No, you will not be able to modify the screen. I suggest you open a support ticket with Atlassian for their feedback.

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


Tags: cloud

jira-service-management

jira-service-management-cloud
Notifications
Asked by Mindaugas Ambroza:

Hello have question with notification when someone made comment. Possible make that if write Agent comment, he don't get message to email about self comment ? Agent need just get information from reporter or other user \[ about self made comment don't need get notification \] who made comment or renew information.


Answers:
author: Rilwan Ahmed
body: Hi [@Mindaugas Ambroza](/t5/user/viewprofilepage/user-id/5472962) ,

If a user does not need notification for his/her own changes, then **uncheck** "*You make changes to issues*" in Profile settings --\> Notifications.

Direct url: https://\<baseurl\>.atlassian.net/jira/settings/personal/notifications.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338721iAAF6899195E97445/image-dimensions/305x211?v=v2 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal project access
Asked by Ander:

Hi,

We need JS users with browse project permission in JSM project, but we do not want to this users have this projects in portal view. Is possible?

Thanks


Answers:
author: Rilwan Ahmed
body: Hi [@Ander](/t5/user/viewprofilepage/user-id/2745296) ,

Users/group added in project permission schemes will auto become agents in JSM. By default they get access to Portal view. It cannot be blocked.

comments: author: John Funk
body: Hi Rilwan - Just to clarify, they will not become Agents as that is a licensing thing. But you are right that they will have the Portal view simply because they have permissions to to see the issue.

[@Ander](/t5/user/viewprofilepage/user-id/2745296) - Why do you not want them to also have the Portal view? They can see so much more information in the regular issue view in Jira. They will not see anything extra in the Portal view that they cannot already see.


author: Ander
body: Hi John - I do NOT want them to have the option to create incidents in some projects from the portal,

Thanks


author: John Funk
body: Gotcha. You should be able to grant them Browse projects permission without Create issue for those projects then. I assume they should not be creating any issues on the JSM project.


author: John Funk
body: Still failing to see why that's a problem. You didn't want them to have portal because you didn't want them to create there. They can't create there, but you still don't want them to even see it. I don't understand that. And just a verify, it's not possible.


author: Ander
body: Hi John - The can not create the issue, but they see the option in the portal :(


author: Ander
body: HI [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861)

In our instance, they do not become agents. (they become colaborators in incidents, thats why they need browse project access, to see the incident and help agents to solve them).

I think you are write, if they have browse project access, in portal view project appears, and it is no possible to avoid this :(

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Checklist - cancelling the subscription.
Asked by Danielle David:

We currently pay for checklist add-in and confident its not used to its full potential.

we are thinking of stopping the subscription.

Question is what occurs with the current tickets with checklist?


Answers:
author: Christopher Yen
body: if it's issue checklist pro, I believe there is a free version it might just downgrade to, but like Joseph said it's best to reach out to the vendor directly.   

this shows what the free vs paid provides if we're using the same add on  
<https://docs.herocoders.com/checklist/app-comparison-herocoders>


author: Joseph Chung Yin
body: [@Danielle David](/t5/user/viewprofilepage/user-id/4577696) -

The best way to determine the impact is for you to contact the third party vendor directly to obtain their technical assistance if the add-on is no longer valid again the existing issues.

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create an automation that triggers when a confluence page is linked?
Asked by Daniel de Cordoba Gil:

Currently there is no way to show a linked confluence page to the customer.

I am trying to create an automation rule that when a confluence page is linked, the link is writen at the end of the description.

The problem is that I see no triggers on Linked Confluence Pages changes, and it also does not appear as a field.

Is there any way to do this? It seems like the property Link Confluence Content cannot be read from automations, or listened for changes.


Answers:
author: Christopher Yen
body: This is kind of a hacky suggestion but you could create a custom field for the confluence link and have a rule that appends the value to the description when a value is added.

comments: author: Daniel de Cordoba Gil
body: I had already considered that but I was hoping to use the Linked Content field. It is hacky, but this whole feature is a hack to allow users to see links, so maybe I will do it. Thanks!


author: Adolfo Casari
body: [@Daniel de Cordoba Gil](/t5/user/viewprofilepage/user-id/5555763) You want that a confluence page linked to the ticket be shown to the reporter?

There is no trigger available for that I am afraid,

<https://jira.atlassian.com/browse/AUTO-64>

if you have scriptrunner, maybe that could done with a custom listener.

comments: author: Daniel de Cordoba Gil
body: Ok, I was afraid of that. Thanks anyway!


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud
I cannot get a custom field value in my automation rule.
Asked by Sofia Grunspan:

I'm trying to create an automation rule when a ticket is approved the ticket must be commented and ask the approvers a number.

The approvers only see the ticket by the portal, thay don't have JSM license.

I've tried creating the variable with the custom field named "NS Approver(s)" is a user picker (multiple users) that has a value (the name of 2 users) and then use that variable and didn't work, I've tried directly with:

{{issue.NS Approver(s)}}

{{issue.NS Approver(s).value}}

{{issue.NS Approver(s).displayName}}

In all cases the name don't appear.

Can you help me to solve this? Thanks

![01.png](/t5/image/serverpage/image-id/338679i34DA870D28CD8A74/image-size/large?v=v2&px=999 "01.png")![02.png](/t5/image/serverpage/image-id/338680iA8F6CB78FB8CE12C/image-size/large?v=v2&px=999 "02.png")![03.png](/t5/image/serverpage/image-id/338681i19ECCD02478C134C/image-size/large?v=v2&px=999 "03.png")


Answers:
author: Adolfo Casari
body: [@Sofia Grunspan](/t5/user/viewprofilepage/user-id/5555756)How do you define {{NSApprovers}} in your rule ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to hide a page from the support portal?
Asked by Bim Lloyd:

I have a page that I would like to be accessible publicly (i.e., anyone with a link can see it), but I do NOT want it to appear in the support portal. Is there a keep a page from appearing on the support portal, but still allow it to be accessed publicly?


Answers:
author: Christopher Yen
body: Hi [@Bim Lloyd](/t5/user/viewprofilepage/user-id/5555750) is the page you're looking to hide a portal itself or a request type? If request type that's something I am also interested in because I want to use the functionality of forms but do not want it presented to all users.

If the page is a portal from the portal selection you can follow the steps below,

To hide a portal you can go to "Page layout" and then clicking the eye icon should hide the portal

![2024_07_29_14_31_32_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/338676iA4B00257E941C9A4/image-size/large?v=v2&px=999 "2024_07_29_14_31_32_Window.png")![2024-07-29 14_31_53-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/338677iF2A1045755A7FFAB/image-size/large?v=v2&px=999 "2024-07-29 14_31_53-Window.png")

comments: author: Bim Lloyd
body: Thanks [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) , I suppose I should have been more specific. I'd like to hide a knowledge base article from showing up in the knowledge base, but still have it available publicly.

Basically I don't want it to show up here:  

![2024-07-29_14-41-38.png](https://community.atlassian.com/t5/image/serverpage/image-id/338682iEC31F2F22CDF08B5/image-size/large?v=v2&px=999 "2024-07-29_14-41-38.png")


author: Christopher Yen
body: The way we distinguish between internal and external facing knowledge articles is by using a specific label.

**Project settings** () \> **Knowledge base** .

![2024_07_29_15_00_58_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/338686i6392CFF6C991576F/image-size/large?v=v2&px=999 "2024_07_29_15_00_58_Window.png")


author: Bim Lloyd
body: Thanks [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)

I think then, what I'm looking for is a way to have an article externally facing, but not listed in the knowledge base. I'm if the knowledge base may be the wrong tool to facilitate this.


author: Christopher Yen
body: [@Bim Lloyd](/t5/user/viewprofilepage/user-id/5555750) does your company use Confluence? The knowledge articles are basically confluence pages so a confluence page in a space not connected to your service project should fit what you're looking for and can be direct linked to users.


author: Bim Lloyd
body: Hmm, thanks [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) , the solution may be to create a confluence space for KB articles that we would like to share selectively.


Tags: cloud

jira-service-management

jira-service-management-cloud
Removal of Email Address from Suppression List
Asked by Andr? Boriz:

Hello, I am writing to request the removal of an email address from the suppression list on Jira Cloud. The recipient's email address (eder.lima@lojasmel.com) is currently on the suppression list, preventing the receipt of notifications from Jira Service Desk. Could you please verify and remove this email address from the suppression list? The client is not receiving important emails related to support tickets.

Thank you for your assistance.

<https://kamitecnologia.atlassian.net/jira/servicedesk>

Best regards,

Andr? Boriz

Kami Tecnologia

andre.boriz@kamitecnologia.com.br


Answers:
author: Valerie Knapp
body: Hi [@Andr? Boriz](/t5/user/viewprofilepage/user-id/2985590) , welcome to the Atlassian Community and thanks for your question.

This is an action that Atlassian needs to take. Please open a ticket to the service desk <https://support.atlassian.com/contact/#/> , who should be able to sort this out for you.

Cheers

comments: author: Andr? Boriz
body: Hi, [@Valerie Knapp](/t5/user/viewprofilepage/user-id/4929946) ,

Thank you very much for your feedback. God be with you!


Tags: atl-esc

cloud

jira-service-management

jira-service-management-cloud
Adding link to issue in automation email
Asked by Dietra Winkfield:

How do I include a link to the ticket in the body of the email sent by an automation rule?![Screenshot 2024-07-29 152548.png](/t5/image/serverpage/image-id/338660iE4CBBEA72C72C93E/image-size/large?v=v2&px=999 "Screenshot 2024-07-29 152548.png")


Answers:
author: Adolfo Casari
body: [@Dietra Winkfield](/t5/user/viewprofilepage/user-id/4601365)

```
<a href="{{url}}" target="_blank">{{key}}</a>
```

comments: author: Dietra Winkfield
body: Thank you, this worked better than what I was looking for. I like how it uses the add-in so that I do not have to leave Outlook when I get the email.


author: Victor - Modus Create
body: Hi [@Dietra Winkfield](/t5/user/viewprofilepage/user-id/4601365) ,

From what I understood of your request, it seems that you would find an alternative for this using Notification Assistant for Jira Cloud:

- [https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview)

The app allows you to set many different triggers that could help you with the task at hand.

Hope it helps.  
Cheers,  
Victor \| Modus Create


author: Joseph Chung Yin
body: [@Dietra Winkfield](/t5/user/viewprofilepage/user-id/4601365) -

You can use the smartvalue to achieve it -

\<a href="{{issue.URL}}"\>{{issue.key}}\</a\>

From the SmartValue reference - <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>

{{issue.url}} {#toc-hId--351373714}
-----------------------------------

The URL to access the issue. Also provides the customer portal URL for Jira Service Management requests.

### Available properties: {#toc-hId-339187760}

* {{issue.url}} - Returns the URL of the issue.

* {{issue.url.customer}} - Returns the customer portal URL (for Jira Service Management requests)

Hope this helps.

Best, Joseph Chung Yin

comments: author: Dietra Winkfield
body: That is what I have in there, but it is not returning the issue URL:

![Screenshot 2024-07-29 171634.png](https://community.atlassian.com/t5/image/serverpage/image-id/338674iB75B52CA3F595216/image-size/large?v=v2&px=999 "Screenshot 2024-07-29 171634.png")I attached the wrong image, use this one:![Screenshot 2024-07-29 172058.png](https://community.atlassian.com/t5/image/serverpage/image-id/338675iADACA820CAF41F2D/image-size/large?v=v2&px=999 "Screenshot 2024-07-29 172058.png")


author: Nicolas Grossi
body: [@Dietra Winkfield](/t5/user/viewprofilepage/user-id/4601365) You might take a look at this link: <https://community.atlassian.com/t5/Jira-questions/How-to-add-an-external-hyperlink-to-an-automation-email-that-is/qaq-p/1484353>


Tags: cloud

jira-service-management

jira-service-management-cloud