youngmon/atlassian-qna huggingface dataset:
Automate stock changes
Asked by Chris:

Hi,

Looking to automate increase/decrease of generic stock items in Insight when objects are added on service desk tickets. So customer requests a mouse, support person gives them one, they add generic 'mouse' (rather than tracking all of these individually by serial number) as a linked object on the ticket and resolve it. Now in Insight, that should show we have 9 mice on hand rather than 10.

Need the opposite as part of this as well, so user leaves the business, we receive back a mouse and a keyboard which are added on the ticket, in Insight we now have 10 on hand again.

Is this doable? FYI I'm not a full Jira admin, looking to handle this myself if I can rather than escalate it.

Thanks in advance!


Answers:
author: Evgenii
body: Hi, [@Chris](/t5/user/viewprofilepage/user-id/5231558)

You can try to make it with Jira Automation, using Smart Values, variables and math operations.

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

I suppose next solution will help:

1. Automation rule is triggered by request event

2. You save number of devices to variable, like mouseLeft

3. You update attribute of this object to value: mouseLeft - 1


Tags: cloud

insight

jira-service-management

jira-service-management-cloud
Report a scam company using bot reply in Atlassian
Asked by 2TTam:

Cryptotab

<https://cbteamsupport.atlassian.net>

a scam company do not give any real response to customers.


Answers:
author: Nic Brough -Adaptavist-
body: If you get an email from a spam system like this, the quickest and easiest way to get it fixed is forward the email to abuse@atlassian.com - you don't need to explain it, just forward the the whole thing. This gets a review of the system into Atlassian's support queue faster than asking here or raising a support request!


author: Duc Anh Tran Ly
body: ```
Bonjour, j'ai pay? 750 euros sur ce site . Puis ils m'ont bloqu? lelandemain sans raisons sans explication meme apr?s plusieurs tentatives de contact. C'est pas possible . Faire attention!!!
```


author: Rebekka Heilmann _viadee_
body: Have a look at this post: [https://community.atlassian.com/t5/Team-managed-projects/cbteamsupport/m-p/2002869#M462?utm_source=dm\&utm_medium=unpaid-social\&utm_campaign=P:online\*O:community\*I:social_share\*](https://community.atlassian.com/t5/Team-managed-projects/cbteamsupport/m-p/2002869#M462?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*)

Not sure what the reason for your question is, but if you want to report a Scam that's related to Atlassian products you should probably get in contact with the Atlassian support rather than the community.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Show Attributes of objects in Customer Ticket view
Asked by Patrick:

My goal is that the "customers", which in my case are internal people (mostly confluence users) who should be able to approve their assets. The problem I have is, the customer ticket view shows only the name of an object. So just "Laptop-01" for example, no attributes.

In the request form itself, in the dropdown I can make certain attributes visible, but in the issue view of the customer it's not visible anymore for some reason.  
Is there any way to do that? I've also tried adding a form to the ticket, but that one also shows only the name of the object.  

If that's not doable via a setting change, maybe some kind of automation could populate the description with all the assets and certain attributes, I guess?


Answers:
author: Murat Seven
body: Hi [@Jingis](/t5/user/viewprofilepage/user-id/5273413) and Welcome to the Atlassian Community!

You can create an Automation for Jira with the "Edit Issue" action and Smart Value.

If the Object is present in a customfield of the issue, you can use the Smart Value. {{issue.customfield_XXXXX.objectAttribute}} (e.g. {{issue.customfield_10010.Name}})

If my answer has addressed your question satisfactorily, please consider clicking on the Accept Answer button.

Best,

Murat Seven

comments: author: Patrick
body: This is perfect! Thank you  

In case other people see this, I've adjusted the formatting so it shows each object in a list instead of separating it with a comma.  

{{#issue.customfield_10130}}  
\* {{Name}}  
{{/}}

or if you want to display multiple attributes  

{{#issue.customfield_10130}}  
\* {{Asset Tag}}  
\* {{Name}}  
----  
{{/}}


Tags: cloud

jira-service-management

jira-service-management-cloud
Migration from Service Desk on Prem to Cloud and SSO
Asked by Peter Makki:

Hello Everyone,

**TL;DR**

1. Is it possible to organize portal-only users with organizations in Jira Service Management ("service desk cloud")? And how to create organizations when portal-only users are login within SSO?
2. When I configure SSO with an identity provider (in Jira Service Management), does it mean that all my customers emails must be from my domain? I'm asking because I can see that in configuration I have number saying of quantity of verified domains.

**Longer version**

I have some doubts about our migration from Jira service desk on prem to Jira service desk in the cloud.

We used to have (in Jira on prem) our customers account registered via our solution, that was connecting to service desk via rest API. Customers account were organized according to organization that they were attached. In our case, one organization most often has more than one customer account attached, and it was convenient that they can see "organization" history.

When moving to cloud we would like to change way of handling user. We would like to keep them in our Keycloak and only enable SSO for them when logging in to service desk. However, we would like to keep structure of how they are organized in service desk.

After reading manuals and forum, we managed to enable "portal only" login for customers. However, those customers are missing information about organization that they should belong to.

On the other hand, we have tried to configure SSO with an identity provider, but we have encountered some problems (see questions on the top)


Answers:
author: Rebekka Heilmann _viadee_
body: Organizations within JSM have nothing to do with the Atlassian Org or SSO.

Organizations are merely there to organize your customers (portal-only users and possibly others) and give them access to requests (share with organization).

When you configure SSO (you will need Atlassian Access) for that, you can create different policies and attach user groups to them. So you could have different policies for your internal and your external users. Are both your internal and external users (portal only) managed in the same keycloak / directory?

You can have users from different domains. The verified domain is there for claiming all Atlassian users with that domain (optional) and things like security settings, Email-config... So you would only verify your "own" domain.  
For users from other domains it might be the case, that they are already managed within a different Atlassian Org. Therefore they might have already some Login policies enforced and would always fall under the policy of their own org before yours.

As you can see: there is no easy answer and it really depends on your whole setup, which I still haven't completely understood


Tags: cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

sso
Add form in linked issues from one project to other (from SD to WM)
Asked by Laura Jimenez Valencia:

Hello community!

I would like to know if anyone knows if it is possible that, when a task has been cloned to another project, if that task has a form, add that form to the ticket cloned in the other project.

Currently it is cloned using scriptrunner, and the form was atachedd like "Attached forms", not in attachments.

Does anyone know how I could do it?

Thank you!


Answers:
author: Eugenio Onofre
body: Hi [@Laura Jimenez Valencia](/t5/user/viewprofilepage/user-id/5236614)

Unfortunately there is no way to achieve it using Jira default features. You may look for Atlassian Marketplace plugins options, example below:  
<https://documentation.codefortynine.com/deep-clone-for-jira/trigger-deep-clone-from-jira-automation>

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Ticket loops with other ITSM systems
Asked by David Andersson:

Hi,

We have an issue that I'm fairly certain can't be all that uncommon.

We have recently started using Jira Service Management when communicating with our customers. A lot of our customers have ITSM systems of their own, some of them use ServiceNow for example.

So a typical scenario for us is that we send them an email from the same email address as our Jira SM is ingesting from. This creates a ticket in their ServiceNow, let's call it "INC00001".

They then send us an email from ServiceNow, which creates a ticket in our Jira SM. Lets call this ticket JSM-01.

When we reply in JSM-01, the subject line of the response will be something like "JSM-01 - INC00001", which is not recognized by ServiceNow, probably because our ticket prefix is in the beginning of the subject line. So it creates a new ticket for them called "INC00002 - JSM-01 - INC00001". And it kind of spirals out of control from there.

This obviously causes a lot of irritation. Has anyone been in the same situation? Has this been solved before?


Answers:
author: Rebekka Heilmann _viadee_
body: Do you want an issue raised in your Service Desk, when you are opening a request in their system? In your example, JSM-01.

If not, you could put their ServiceNow Email-Adress on a blacklist so it doesn't create issues. Unless they use that Email-Adress to actually open issues as well ;) Or you could use a different E-Mail Adress to open issues in their system.

All in All - it depends on in how many interactions this is happening and how you want to keep informed on your tickets' status.

comments: author: David Andersson
body: Well, we want an issue raised in our system when they contact us.

We are a managed service provider and when we need to contact one of our customers, we do so via email.

So at the moment, it looks something like this:

support@mycompany.com ---email sent---\> servicenow@customer.com (ticket created, INC00001)

<br />

servicenow@customer.com (from INC00001) ---email sent---\> support@mycompany.com (ingested by Jira, issue JSM-01 created)

<br />

support@mycompany.com (from JSM-01) ---email sent---\> servicenow@customer.com (new ticket created, INC00002)

<br />

Here, the customer obviously gets confused. They now have two tickets in their ServiceNow regarding the same thing. And if they respond to our last email, in their newly created INC00002. It will create a new issue in our Jira Service Management instance, JSM-02.


author: Rebekka Heilmann _viadee_
body: I think, that either of you needs to change their Email-Template. In JSM you cannot change the Algorithm of how Jira recognizes replies, you can only switch between replies popping up as new issues or comments.

Not sure if ServiceNow matches Emails to Issues if the ID is only in the Email Body, but that would be worth a try.

However, you can't have different templates for different recipients.


Tags: jira-service-management

jira-service-management-server

server
Can I test the Jira intelligence function?
Asked by ??? Kenny:

Our company wants to use the Jira AI function, can I have an test account or use my current account to test the function so I can persuade my boss to pay for it?


Answers:
author: Fazila Ashraf
body: Hi [@??? Kenny](/t5/user/viewprofilepage/user-id/5396043)

Unfortunately there seems to be no way anymore to enable this functionality in standard. (It was available while it was in beta till last month)

There is no trying only part of this premium feature. Instead, you could try jira cloud premium <https://www.atlassian.com/software/jira/service-management/premium> and make the decision.


author: Ollie Guan
body: Hi [@??? Kenny](/t5/user/viewprofilepage/user-id/5396043) ,

Atlassian Intelligence is available as part of our [++Premium++](https://www.atlassian.com/software/premium) and [++Enterprise Cloud++](https://www.atlassian.com/enterprise/cloud/cloud-enterprise) plans.

If you have any more questions about Atlassian Intelligence and whether or not it's right for your team, [contact support](https://support.atlassian.com/contact/).

comments: author: ??? Kenny
body: Now our company is using the Stand service, can I try this feature first before deciding whether to upgrade to a higher plan


author: Ollie Guan
body: btw, ???????AI???community???Leader???One Atlassian Toolkit????????????3??????

???????

<https://tripx.atlassian.net/jira/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Version upgrade from 8.9
Asked by Artis:

Hey.

Is there way to upgrade from 8.9 to newer version? We need support for oauth 2.0 for incoming mail support with microsoft Outlook.

Current versions for local server

JIRA Service Desk 4.9.0

JIRA Core 8.9.0


Answers:
author: Alexis Robert
body: Hi [@Artis](/t5/user/viewprofilepage/user-id/3728212) ,

you can easily upgrade your Jira instance by following this guide : <https://confluence.atlassian.com/adminjiraserver/upgrading-jira-applications-938846936.html>

You can also find the latest version to download on this page : <https://www.atlassian.com/fr/software/jira/update>  
I would recommend using version 9.12.1 as it's the latest LTS : it will be supported by Atlassian for critical upgrades longer than regular versions.

Let me know if this helps

--Alexis


Tags: jira-service-management

jira-service-management-server

server
403 (forbidden) error on any Organizations action
Asked by stan1ey:

Hello community,

I'm getting "Something went wrong." or "We're having troubles." message whenever I try to edit Organizations of Jira Service Management. Whenever I click "Add" or "Delete" button, I get the message as well as a 403 forbidden message in the console.

I checked the server status and it seems fine. What do you think went wrong? :(

Screenshot of the error, after I clicked "Add" button:

![error403.jpg](/t5/image/serverpage/image-id/298548iAF5B5DBC50A13FE4/image-size/large?v=v2&px=999 "error403.jpg")


Answers:
author: BHUSHAN PATIL
body: > Hi [@stan1ey](/t5/user/viewprofilepage/user-id/1482771) ,

To resolve the issue, you should first check your permissions with your Jira administrator. Here are a few possible reasons based on the search results:

**Permission to Manage Organizations:** It's possible that your user account does not have the necessary permission to manage organizations. You should confirm with your Jira administrator if you have the permission to manage organizations. They can check this information in the Jira settings under "*Cog icon \>\> Products \>\> Configuration* ".![Screen Shot 2023.png](https://community.atlassian.com/t5/image/serverpage/image-id/298550iEF2E1ED9D08CE5F9/image-size/large?v=v2&px=999 "Screen Shot 2023.png")

**Global Permission Settings:** The inability to add or delete organizations could be due to global permission settings. Users need to have the global permission to add organizations or manage customers in organizations

for more details please refer

* [Why agents and project admins are not able to add customers to an organization or add organizations](https://community.atlassian.com/t5/Jira-Service-Management-articles/Why-agents-and-project-admins-are-not-able-to-add-customers-to/ba-p/2363487)

Also, if you feel my input help you please accept the answer.

Regards,  
Bhushan

comments: author: stan1ey
body: Funny thing is that I'm the admin of the Jira Service Management (JSM). :\>

But I'm not the admin for the whole Jira, so that might be related to the solution. I'll try changing the Jira setting and see if it's related to this JSM feature.

Will update later. Thank you [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891) for the tip!


author: stan1ey
body: AAAAND IT WORKED!

To be precise, I had to be a "Product administrator" on Jira to edit the Orgs in Jira Service Management. I've known that Jira is not necessarily the kindest software, but I would expect some explanation for this case -- beyond "something went wrong".

Thanks for helping me out, [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891) !


author: Marc - Devoteam
body: Hi [@stan1ey](/t5/user/viewprofilepage/user-id/1482771)

Do you stil. have the error message?

If so , please clean you cache and cookies and try again.

If the error then still remains, contact [Atlassian Support](https://support.atlassian.com/contact/#)

comments: author: stan1ey
body: Clearing cache and cookies didn't work. :( I'll try something else.

Thanks for trying though. ??


Tags: cloud

jira-service-management

jira-service-management-cloud
Extract report
Asked by Arwa Zuhairy:

how to extract report viewing the customized ticket filed


Answers:
author: Evgenii
body: Hi, [@Arwa Zuhairy](/t5/user/viewprofilepage/user-id/5395974)

Welcome to Atlassian Community.

Can you clarify, please, what do you mean under "extract report"?

Maybe some use-cases, that you want to solve?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to prevent automatic email requests from another service desk system that sends out auto-reply?
Asked by Jeremy:

My Jira Service Management Cloud system sends out a confirmation mail to the customer when a ticket is created after their mail. The confirmation mail sends the mail to the servicedesk system (not Jira) of the customer and makes a ticket at their system. This sends a confirmation to us and so the cycle repeats without wanting this. Does anyone know how we can this?


Answers:
author: Kris Dewachter
body: Hi [@Jeremy](/t5/user/viewprofilepage/user-id/5174653)

Are you using the Atlassian email adress that comes with your JSM project, or are you using your own email account ?

In case of the first option, I don't think there is a way to counter this. Unless you can convince the non-Jira service desk system to disable email confirmations to your system.

The other option could be to configure Jira so it uses your own email account which you could configure on the mail server to block confirmation emails, but allow others to pass.

Other option could be to look at an AddOn that could handle this.

Best regards,

Kris

comments: author: Jeremy
body: Hi [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) , we are using the email adress that comes with our JSM project. If there is no way to block confirmation mails in our system, I think we go with the solution of sending mails with a private mail adress.

I thought there was another way to block the mails and other people with the same problems.

But, thanks for helping!


author: rawad.saymeh
body: [Stop ticket creation from automatic replies \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/stop-ticket-creation-from-automatic-replies-1116302024.html)


author: Muhammad Moazzam Hassan
body: Go to Project Settings \> Email Requests \> Click on the three dots above on the right side \> Click Manage Block Lists and block the sender email.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/298547i1EA670CFF1BE458E/image-size/large?v=v2&px=999 "image.png")

comments: author: Jeremy
body: Hi [@Muhammad Moazzam Hassan](/t5/user/viewprofilepage/user-id/5026658) , we want to receive mail from the customer but **not** the automatic confirmation mails. So is there an option to make a difference in this?


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating a Jira filter based on hidden custom field
Asked by Iris Ayelin:

Hey,

I've added a new custom field in Jira and set it hidden in the request type configuration. I'm trying to create a filter based on this field as a filter criterion, but I can't locate it. I can only find it listed under the 'Columns filter.' How can I create a filter using this custom field as a criterion in Jira?

My goal is to get a filter based on the location of every reporter.

Thank you!


Answers:
author: Geoffrey BRUNO
body: Hello,   
When the custom field is hidden, there is no possibility to have a jql filter based on this field value.  
The reason : <https://confluence.atlassian.com/jirakb/searching-for-hidden-custom-field-values-from-jql-does-not-return-any-results-1095244838.html>


author: Jehan Bhathena
body: Hi [@Iris Ayelin](/t5/user/viewprofilepage/user-id/5107223) ,

Perhaps you can share some more insights to the field and filter:

* What is the type of field being used?
* Are you using Basic filters or advanced JQL?
* Does this field have any value in it?

This info can be useful in finding the reason for the behavior.

comments: author: Iris Ayelin
body: HI,

Here are the details:

- Type: Text Field (single line)

- I've tried with Basic filter, but if it possible to find the field using JQL, I can use it too.

- Do you mean default value?  
There is no any value.

Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to use the API to generate an HTTP Access Token?
Asked by Ryan Bobrowski:

Hello, wondering if it's possible to use the API to generate an HTTP Access Token (Bitbucket Server / Data Center)? If we are applying an expiry to these tokens and they are used by other SASS applications to connect to Bitbucket, it would be nice to use the API to automatically generate them and update the other app.

If not, what's the typical flow for dealing with rotating tokens?

Thanks!


Answers:
author: Christian Glockner
body: Hi Ryan,

Yes, there is a REST API for tokens, see <https://docs.atlassian.com/bitbucket-server/rest/7.21.0/bitbucket-access-tokens-rest.html>

Cheers,

Christian

Premier Support Engineer

Atlassian


Tags: access

bitbucket-server

server
Error Messaging for pipeline runners
Asked by Stephanie Atte:

Status 409: {"message":"cannot join network of a non running container:


Answers:
author: Patrik S
body: Hello [@Stephanie Atte](/t5/user/viewprofilepage/user-id/4761002) ,

Welcome to Atlassian Community!

In order for usto help you with this issue I'd like to ask you for more details about your environment:

* Could you please confirm if you are using Linux, Windows or MacOs runners ?
* Can you share the bitbucket-pipelines.yml file of your build?
* Can you paste here the exact command you have used to start the runner and also the full runner.log of when you faced the issue?   

  If you are not sure how to find the runner's log, we have the following documentation with detailed instructions for each type of runner:   
  <https://support.atlassian.com/bitbucket-cloud/docs/troubleshooting-runners/#Reviewing-runner-logs>

When sharing the logs/file content here please make sure to sanitize any personal information such as repository/workspace/password/username.

Thank you, [@Stephanie Atte](/t5/user/viewprofilepage/user-id/4761002) .

Kind regards,

Patrik S


Tags: bitbucket-cloud

cloud