youngmon/atlassian-qna huggingface dataset:
Setting sun.jnu.encoding to UTF-8
Asked by Vinnie Chhabra:

Hi Atlassian COmmunity

We are having some encoding errors when uploading attachments to Jira issues so we are trying to set our Jira Datacenter sun.jnu.encoding variable to UTF-8 and tried by adding the lines below to setenv.sh , but the setting doesn't seem to take place even after a restart of the app. Any other suggestions? Thx, Vinnie

JVM_SUPPORT_RECOMMENDED_ARGS="-Dfile.encoding=UTF-8 -Dsun.jnu.encoding=UTF-8"

The variable continues to stay as "

|----------------------|----------------|
| **sun.jnu.encoding** | ANSI_X3.4-1968 |


Answers:
author: Ponnappan Ganapathiya
body: Hi Vinnie,

<https://confluence.atlassian.com/jirakb/platform-encoding-or-jnu-encoding-in-jira-is-set-to-ansi_x3-4-1968-even-though-the-server-is-set-to-utf-8-1224344396.html> Did you refer this?


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Tags in stand-alone OpsGenie display under alert summary, jira-ops shows as column
Asked by andydierlam:

Wondering if anyone knows if can configure the JSM bundled ops alert interface to be more like the stand-alone opsgenie interface

in opsgenie stand-alone, tags are expanded and listed directly under the alert summary.

you can click them, and quotes translate to the search.

in jira bundled, they show as a column ( unexpanded and unclickable ( no quotes go around them when click )


Answers:
author: Bruna Silva
body: Hello [@andydierlam](/t5/user/viewprofilepage/user-id/5571499),

Thank you for reaching out to Atlassian Community!

To better assist you, we would like to gather some additional information:

* Could you please provide us with more details about this case?
* Could you please send us screenshots showing the reported scenario? Since the Atlassian Community is open to the public, please take care not to post sensitive or personal information.

Any information you have related to this case will be very helpful to us.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software

opsgenie
Is it possible to save 'Show' settings on custom project report?
Asked by KFoster:

![Screenshot 2024-08-19 at 8.40.00 AM.png](/t5/image/serverpage/image-id/342471i806BC5BAD4D58579/image-size/large?v=v2&px=999 "Screenshot 2024-08-19 at 8.40.00 AM.png")

I keep applying my designated time frame under the 'Show' dropdown menu-- but it is not saving. Is there a way to save this setting that I am missing? I would prefer to not have to alter filters used for my report series, if possible..


Answers:
author: Sebastian Krzewi?ski
body: Hi [@KFoster](/t5/user/viewprofilepage/user-id/5571447)

Based on my knowledge this is not possible.

Regards,

Seba


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to build a report that shows what was approved?
Asked by Garrett Harp:

![Goal.png](https://community.atlassian.com/t5/image/serverpage/image-id/342439i6F7DC2D62BCE8AB1/image-size/large?v=v2&px=999 "Goal.png")As shown above I can see that the CHN has an approval in it. However I am not able to see what was actually approved. I need to be able to see that something was approved and also what was approved and build reports with that information in them. Is anyone aware of a way to do this?


Answers:
author: Jack Brickey
body: Hi [@Garrett Harp](/t5/user/viewprofilepage/user-id/5569221) , depending on your workflow you can potentially check for approved issue based on the transition into the status that is associated with approving. For example if your workflow looks like this...

to do \>\> waiting approval \>\> approved \>\>...

\>\> closed (rejected)

then a JQL like "status changed to approved" would return all issue that were approved.

If you share your workflow I could assess further if needed.

comments: author: Garrett Harp
body: ![wf.png](https://community.atlassian.com/t5/image/serverpage/image-id/342511i931CEE136C0D4661/image-size/large?v=v2&px=999 "wf.png")

This is just the base workflow that we are testing the functionality with.


author: Garrett Harp
body: ![report.png](https://community.atlassian.com/t5/image/serverpage/image-id/342514i5FED7D7063BD7836/image-size/large?v=v2&px=999 "report.png")The JQL that I am using to generate the above reports are  
Green : Approvals = approved()  
Red : status changed to approved()  

However there is still no data recorded on why the approval was sent


Tags: cloud

jira-service-management

jira-service-management-cloud
Extract alert extra properties from email
Asked by Ari Raatikainen:

Hi,  
I am working on an email integration that generates Alerts from incoming emails.

Please see the attached image.  
![Screenshot 2024-08-19 130258.png](/t5/image/serverpage/image-id/342429i693115F785119D43/image-size/large?v=v2&px=999 "Screenshot 2024-08-19 130258.png")  
What smart value or string expression should I use for the 'Server' extra property, so that it extracts the server name from the email body?

For example, if the email body contains the text:

*Server: backupserver1*

I want the 'Server' property Value to be set to *backupserver1*."


Answers:
author: Kris Dewachter
body: Hi [@Ari Raatikainen](/t5/user/viewprofilepage/user-id/5489268) ,

Can you try if this works ?

{{message.substringAfter("Server: ")}}

For more text related actions, have a look at this documentation : <https://confluence.atlassian.com/automation/jira-smart-values-text-fields-993924863.html>

Hope this helps,

Best regards,

Kris

comments: author: Ari Raatikainen
body: Thanx for the tip.. this worked as in the actual case I have more rows  
{{message.substringBetween("Server:", "\\n")}}


author: Ingo Volkhausen
body: Hi Ari,

what about substring like:

<br />

... substringAfter("Server: ") ...

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/>

comments: author: Ari Raatikainen
body: Hi, thanks, see working reply from above


Tags: alert

cloud

jira-service-management

jira-service-management-cloud

opsgenie-cloud
Opsgenie alert -> create jira issue is working, but I cannot see where to set priorities.
Asked by Haseeb Khan:

Alerts seem to be coming in as P1s through this particular workflow, and I'm not sure how/where to change that. Additionally, they are creating jira tickets through alert actions, but as P2s ( I have them changing priorities correctly with automation later on, but some automation we have set up does not work because of the priority level) . I want to configure what priority both the opsgenie alert and resulting ticket are set as


Answers:
author: Christopher Yen
body: Hi [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

The available fields using the opsgenie automation is pretty limited at the moment. You can try using the "Additional fields" section

If using the ootb priority field I think it would be formatting like this

```
{
"fields": {
 "priority": {
  "name": "P1"
  }
 }
}
```

[JSON Documentation](https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/)


Tags: alert

cloud

jira-service-management

jira-service-management-cloud

opsgenie
Dynamic SLA
Asked by Sreenivasulu:

Hi Team,  

Please help on this

JSM allows for fully custom SLAs that dynamically adjust based on development time, or if we need to pre-configure specific SLA time frames and manually assign them as required.

could you please elaborate how SLA will work's


Answers:
author: Ingo Volkhausen
body: Hi [@Sreenivasulu](/t5/user/viewprofilepage/user-id/5571166)

I think a good starting point to get a feeling how it works can be found here:  

[Setting up SLAs \| Jira Service Management Data Center 5.17 \| Atlassian Documentation](https://confluence.atlassian.com/servicemanagementserver/setting-up-slas-939926373.html)

Some basic examples to dive in are here:

[Example SLA configurations \| Jira Service Management Data Center 5.17 \| Atlassian Documentation](https://confluence.atlassian.com/servicemanagementserver/example-sla-configurations-1318391612.html)


author: Mark Higgins
body: Hi [@Sreenivasulu](/t5/user/viewprofilepage/user-id/5571166)

SLA's are JQL statements that you can modify to suit your requirements.

![Screenshot 2024-08-21 141903.png](https://community.atlassian.com/t5/image/serverpage/image-id/342856i5F1EFC83A44A91B8/image-size/large?v=v2&px=999 "Screenshot 2024-08-21 141903.png")

Out of the Box, they are normally set to 'Ticket Category' = "incidents" and then depending on the priority, sets yor SLA for that combination.

However, you can change the JQL to suite your requirements.

Inthe above example, I have added request-channel-type = email, so that the SLA works when the Email channel is used.

You could therefore set your SLA's for the email channel to be twice what comes in via other channels, if you wanted.

Hope that helps.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Security of Atlassian Intelligence
Asked by Shawn Giese:

Anyone have information about the security of Atlassian Intelligence?

I could not find mention or guarantees around security of data. The sources the AI would be reading can be very confidential. How can an enterprise consider using these AI tools without the confidence internal data is not being used to retrain models or employees without permission not able to see document summaries they normally have no access to (company wiki pages).

Also, info about what kinds of controls exist to block the release of PII / PHI data into new streams. Don't want people asking questions like "Which agent has the worst attitude".


Answers:
author: Michel Neeser
body: Hi [@Shawn Giese](/t5/user/viewprofilepage/user-id/4835118)

Atlassian has a dedicated page answering the most important questions [here](https://www.atlassian.com/trust/atlassian-intelligence). For questions that go beyond this, I would recommend [asking Atlassian Support directly](https://support.atlassian.com/contact/).

Hope this helps!

comments: author: Shawn Giese
body: Thanks Michael, I was not finding that page. Looks like it is currently not SOC 2, ISO, or HIPAA compliant.

It is good to know they send all your corporate data to OpenAI, especially in case your company forbids using OpenAI for sensitive company documents.   

If I understand correctly, OpenAI endpoints are in the US... so GDPR concerns as well. Not to mention <https://openai.com/index/openai-appoints-retired-us-army-general/>.

Thanks for making me aware of this!


author: Michel Neeser
body: [@Shawn Giese](/t5/user/viewprofilepage/user-id/4835118) Glad this helped! Please consider accepting the answers that were helpful, as this post may be found by others in the future. Thank you!


author: Guanglin Zhang _XDevPod_
body: Atlassian Intelligence provides AI capabilities through OpenAI, so your data will be sent to OpenAI.  
Based on documentation from Atlassian and OpenAI, your data will not be used for training.

You can refer to these documents:  
<https://www.atlassian.com/trust/atlassian-intelligence>  
<https://www.atlassian.com/trust/security/security-practices>  
<https://openai.com/security-and-privacy/>

As I understand it, Atlassian Intelligence, as a product for a large number of users, is bound to meet the needs of its customers to the highest standards when it comes to data security.


Tags: cloud

jira-service-management

jira-service-management-cloud

not-applicable

organization-administration
Customers cant open ticket, getting an error:u don't have permission to create requests using portal
Asked by Vera Valshonok:

Hi, users added to project stopped being able to create tickets through portal getting this error message:

u don't have permission to create requests using portal

Did you have any experience fixing such an issue?

I will appreciate if someone can explain me, Thanks!


Answers:
author: Ingo Volkhausen
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

I do read **portal,** so you can easily check this here:  

[Set who has permission to send requests to your portal \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/choose-who-has-permission-to-send-requests-in-your-portal-in-next-gen/)

and that here:

[How customer access settings impact project permissions \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/)

There exists

Customer access settings {#toc-hId--349583209}
----------------------------------------------

Project customer permissions {#toc-hId-2137929624}
--------------------------------------------------


author: John Funk
body: Hi Vera,

Check the permission scheme for the project and use the permission helper to guide you to the fix.


author: Henning Stoll
body: Hello Vera,

since youre using the wording users instead of customers im assuming were talking about internal users that want to access the jira service management portal. I would advise you to check the project settings and there people to see if the users that try to open the ticket have the Service Desk Customer Role. If they have that and it still deosnt work then you need to check the permission scheme and make sure that the service desk customers have the appropriate permissions to create requests.


Tags: cloud

jira-service-management

jira-service-management-cloud
Error processing payment method
Asked by admin:

I am trying to make a payment with Mastercard, but I am encountering the following error. What could be the issue?

Error processing payment method {#toc-hId--349585324}
-----------------------------------------------------

Your payment method couldn't be processed. Please try again or contact support.


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

You can try again now, and if it fails again, you should go ahead and contact support.

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


Tags: cloud

jira-service-management

jira-service-management-cloud

not-applicable

subscriptions-and-billing
Best Solution for Create JIRA Tickets on behalf of Users
Asked by Hellen Braun:

Dear Community,

We are using JIRA Server (On Prem) and we have a Project Board open to everyone at the company.

As we have another application reponsible for automation, this tool is actualy creating Issues when required on behalf of users, by sending an email to a mailbox connected to this Board.

Our problem here is that, we want to block all users to open issues directly in this Board, but when we do so, the emails are not being imported to the Board.

Is there any solution or another way to create those issues on behalf of users without given them access to do it as well?

Thanks in advance!

Hellen Braun


Answers:
author: Fabian Lim
body: Hi [@Hellen Braun](/t5/user/viewprofilepage/user-id/5244372)

If you are in the cloud, I would suggest you get a free license for JSM which allows you to have 3 agents. Then you can design a portal for the end users to create requests. Once they are created, you can use automation to clone the ticket to the project board you are referring to.

Example: <https://www.youtube.com/watch?v=5Xs8cnDIFBo>

Good Luck.

comments: author: Hellen Braun
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) ,

I already have the Portal, it's an external tool.

The way I'm connecting now with JIRA is by sending emails with the user request to a mailbox connected to the Project.

The thing is that, I don't know how to revoke the users permission to raise an issue in our project without breaking this connection. I tried Rest API but it seems to be problematic for JIRA Server (On Prem).

I'm just brainstorming here if there is any other way.
How to use the new "userInputs" fields to set custom field value in clone automation.
Asked by David Garrett:

We have this new feature for manual automation to prompt for input on trigger and then set a userInput smart value from that prompt. Reference: [Request input from users when a Manual rule is tri... - Atlassian Community](https://community.atlassian.com/t5/Automation-articles/Request-input-from-users-when-a-Manual-rule-is-triggered/ba-p/2333587#:~:text=How%20it%20works%3A%201%20When%20configuring%20an%20automation,rule%2C%20they%27ll%20see%20the%20fields%20you%20configured.%20)

I have set a single choice droplist question in the manual automation trigger and have it create a smart value - {{userInputs.Asset.RequestType}}.

Later on in the automation, I have an action to clone the ticket to a different Jira project and would like to use the smart value that I collected at the start of the automation to set a value on a customfield (which is a single select droplist) with the same options as I set in the manual automation trigger. The custom field is a required field so it needs to be filled in as part of the clone action and is not present in the ticket that we are cloning. I was hoping to use this new userInput smart value to set the required customfield curing the clone action. There is no option to choose the custom field and select the userInput smart value. The only option that I see is to use the "More options" and drop in additional fields in the JSON. I however am not able to get it to recognize the values. I know that this is incorrect.

"customfield_13988" : {{userInputs.Asset.RequestType}}

where:

* "customfield_13988" is the custom single select droplist
* {{userInputs.Asset.RequestType}} is the droplist value selected from the input trigger. The value is the same as what is in "customfield_13988" so that it would select the correct value from the field.


Answers:
author: Darryl Lee
body: Hi [@David Garrett](/t5/user/viewprofilepage/user-id/103037) -

You actually can use a smart value in a Single Select custom field. It's just the UI is a little... fiddly. You have to type {{yourvalue... into the field, and it will pop an option:
> Smart value '{{yourvalue...'

![Screenshot 2023-06-15 at 1.07.56 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/263454i73961D537F683556/image-size/large?v=v2&px=999 "Screenshot 2023-06-15 at 1.07.56 PM.png")

Let us know if that doesn't work for you!
Add field when check box item is selected
Asked by Alixanne FERAUD:

Hello, i wanted to know if we can create automation like this:

when identified field on check box is selected, then ad new specific fileds.  

ex: check box = cup, fork, plate, spoon

if i check cup i want the ticket update with new filed as : colors and quantity

if i check spoon i want the ticket update with new filed as : size and quantity

etc etc.

is that possible?

thank you


Answers:
author: Bill Sheboy
body: Hi [@Alixanne FERAUD](/t5/user/viewprofilepage/user-id/5244733) -- Welcome to the Atlassian Community!

I am unclear what you are asking. Would you please clarify if you are trying to...

1. when a specific option in a checklist is selected, **update the value of another field** already in the issue
2. when a specific option in a checklist is selected, **add a new field to the issue** . *This one does not make sense to me, as the fields are pre-configured for issue types, and not normally added dynamically.*
3. or **something else**

Kind regards,  
Bill

comments: author: Alixanne FERAUD
body: Hi Bill, thank you

it's a bit of 1 and a bit of 2, but relly close to number 2. but i'm maybe dreaming.... ;)

i would like to find how to set up tickets the best to update valueS that can be chosen in another field depending on what is chosen in a previous one.

i don't know if clear enough

thanks again

kind regards,


author: Bill Sheboy
body: Perhaps talk to your Jira admin about trying a select, cascading custom field. If you can pre-define the values this type of field would do this.

<https://support.atlassian.com/jira-cloud-administration/docs/custom-fields-types-in-company-managed-projects/>
Need to create a new project every time when this automation rule runs.
Asked by Samuel Smiles P:

We want to create a new project when ever a issue is moved to In progress and we are doing that using automation and rest api and it is working fine. But the problem is we need dynamic ProjectKey everytime we run this rule. For project name and all we are using Smartvalues and it is working fine. What needs to be done for the projectKey?

![Screenshot (900).png](https://community.atlassian.com/t5/image/serverpage/image-id/262888iA3A79B369922B46E/image-size/large?v=v2&px=999 "Screenshot (900).png")


Answers:
author: Wolfgang -Litew8 GmbH-
body: Hi [@Samuel Smiles P](/t5/user/viewprofilepage/user-id/3121970)

You might look into this API. You can give it an example key (initial letters of your project name) and it will validate if the key is valid or generates a **valid random string for the project key** that is close to the key you tested. Sadly you cannot just give it a project name.

<https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-project-key-and-name-validation/#api-rest-api-3-projectvalidate-validprojectkey-get>


author: Bill Sheboy
body: Hi [@Samuel Smiles P](/t5/user/viewprofilepage/user-id/3121970)

Please review the documentation for that REST API function as it describes what is needed for the key attribute: <https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-projects/#api-rest-api-3-project-post>

If instead you are asking how to make the new key unique when you create the project, I recommend developing your own algorithm based on the project name (and perhaps some numbers) and use that consistently for key selection in new projects.

Kind regards,  
Bill

comments: author: Samuel Smiles P
body: Hi [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) Thanks for your response.  

The link which you have sent is for the Projects Type and Project Template but it is not generating a new Project Key. I need project key to be new unique every time this rule runs.![Screenshot (903).png](https://community.atlassian.com/t5/image/serverpage/image-id/263062iF077BBFDAE037CDF/image-size/large?v=v2&px=999 "Screenshot (903).png")


author: Bill Sheboy
body: Correct, as I was noting this creates the project and the key generation would be independent of that. Please see the other response for generation of a key.


author: bmccoy
body: Hi!

You might be able to use some of the string manipulation functions we have to generate a key. e.g.

```
{{issue.summary.replaceAll("[^a-zA-Z]","").left(5).toUpperCase()}}
```

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/>

Cheers,  
Brydie


author: Samuel Smiles P
body: [@Piotr Zadro?ny _Eyzee_](/t5/user/viewprofilepage/user-id/4414710) Hi, This is my actual ask. Please let me know what needs to be done.


Tags: jira-cloud
I am using JIRA cloud version, however I do not see any Project settings or Automation tabs
Asked by Reehamehra Chawla:

I want to try automation with JIRA, however not able to locate any automation tab or Project Settings Tab


Answers:
author: Deepak Jain
body: Hi Reehamehra - You need project admin right on that project to see project setting button.

Please connect with any of the below person, they can hep you to get project setting option on particular Jira project :

* Project lead of that project
* Project administrator of that project
* Jira administrator

Cheers !!


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

You must be a Project Administrator to see and access the Project Settings link.


author: Charlie Misonne
body: If you do not see the project settings in the left sidebar that means you are not a project administrator.

Is that possible?


Tags: cloud