youngmon/atlassian-qna huggingface dataset:
We are using BMC remedy for our operations.
Asked by sreeja pathapelly:

One of our client is using BMC remedy for their operations

Jira software for development, they do have Jira Service Management, they have 50 plus licenses in JSM. They are looking to migrate to JSM. So they can have the data in the same place/or with same vendor.

What are the initial steps they need to take?


Answers:
author: Joseph Chung Yin
body: [@sreeja pathapelly](/t5/user/viewprofilepage/user-id/5438118) -

My recommendations are as follow -

Since it not so straight forward and need a considerable technical effort, you will need to focus Remedy data mapping to JSM, then create/configure the JSM project where you can conduct a possible CSV import of those data into JSM.

Or, you should need to see if one of the Platinum Solution partners of Atlassian, who have proven expertise in such migrations. To find out more, you should contact Atlassian Support (<https://support.atlassian.com>) for further recommendations.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: sreeja pathapelly
body: Thank you for the reply. I am new to the project and understanding the existing BMC remedy configuration. Eventually start building POC's for demo to create the BMC configuration in JSM.


author: sreeja pathapelly
body: Once everything is set, we might need to think about the data migration. Current scope is make Engineering team and operation team to use the same vendor tool for data flow.


author: Joseph Chung Yin
body: [@sreeja pathapelly](/t5/user/viewprofilepage/user-id/5438118)

Yes, you are on the right track. Once your scope/definitions are defined and gather, only then you can setup your JSM project to host the data + more.

If my previous suggestion helped you, please click on "Accept answer" when you have a chance.

Best, Joseph


Tags: data-center

jira-service-management

jira-service-management-data-center
Is it possible to assign an escalated ticket to developer?
Asked by Mar?a Ferre?o:

Hello,  
I am testing the new JSM functionality to [escalate a ticket to developers](http://?Manage%20your developer escalations | Jira Service Management Cloud | Atlassian Support), directly from the JSM project

<br />

I have seen in the documentation that developers with the role of collaborator in the project will be able to do this:

* view issues, comments and attachments

* add attachments and delete their own attachments

* add internal comments to issues and delete their own comments

* watch and vote for issues

* view other watchers and voters

But... there is one very important thing, can I assign a ticket to a developer with collaborator role if he doesn't have JSM license?  
Because I understand that no... and if so.... what's the point of escalating the ticket if you can't assign it to the person who has to do it? :(

Thank you very much


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Mar?a Ferre?o](/t5/user/viewprofilepage/user-id/4761586)

As far as I know collaborator feature you can't assign ticket to collaborator user. Everything works like you mentioned about that feature - Collaborator can help agent to solve ticket but collaborator can't do this (change status, be assigned) by themself.

Regards,

Seba

comments: author: Mar?a Ferre?o
body: Thanks for your quick response [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) ;)

what a pity :(


author: J Conners
body: Doesn't it seem odd that we can't assign a developer or developer group (Jira software licensed users) to a development escalation ticket for internal communications only?

What is the POINT of a developer escalation ticket then? Wouldn't it just make more sense to create a linked ticket int he developers Jira Software project?

What a waste of a feature....


Tags: cloud

jira-service-management

jira-service-management-cloud
How to report an external vs internal comment in the output of an automation
Asked by Steve Hyde:

In JSM Cloud, I have an automation rule that runs against all open issues that are in an "awaiting" status that have not been updated in over a week.  
The automation then sends an email to the assignee (and after a few more days their manager) informing them that they need to update the issue.

The email contains the text and the smart values  
*The most recent comment on this issue was by {{issue.comments.last.author.displayName}} on {{issue.comments.last.created.longDateTime}} and states "{{issue.comments.last.body}}"*

which produces the output  
*The most recent comment on this issue was by Steve Hyde on February 25, 2024 at 6:05:13 PM UTC and states "External Comment"*

Is there any way that I can distinguish in the smart values whether a comment was external or internal, and only report the body of the last **external** comment ?  

\*\*EDIT\*\*  
I've found the {{comment.internal}} smart value that returns true or false on whether a comment is internal or not, but haven't found a way to use that to parse the comments to identify the most recent external one and report the body of that particular comment.


Answers:
author: Kris Dewachter
body: Hi [@Steve Hyde](/t5/user/viewprofilepage/user-id/5438048) ,

I guess your best chance is to create an "Advanced Branch" in your automation rule to loop over the comments, and select the most recent external one. I guess the comments will be sorted in a specific order (newest or oldest first).

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Email responses add the entire Email thread to Jira Clould
Asked by Kishor Mudhili:

Hello Guys,

Email updates into a ticket import the entire email chain instead of only the latest response. There needs to be an escape character in everyone's signature telling Jira to stop importing below that point. Topdesk used "--". The escape character should only stop the import for existing tickets. New tickets should import the entire email chain.

Regards,

**Kishor Mudhili**


Answers:
author: Jehan Bhathena
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742)

Didn't find any setting at my end for this.

There is an old thread that mentions a similar behavior <https://community.atlassian.com/t5/Jira-Service-Management/How-to-remove-unnecessary-content-from-issue-comment-added-via/qaq-p/1000037#M26933>. Do let us knw if following the settings mentioned in the thread helps solve your use case.

PS : <https://jira.atlassian.com/browse/JSDCLOUD-2356> open ticket that maybe for your use case too


author: Joseph Chung Yin
body: [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) -

In addition to what [@Jehan Bhathena](/t5/user/viewprofilepage/user-id/5119409) suggested, you should check on your mail handler configuration as mentioned in this KB article - <https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/> (i.e. section "Add a comment before a specified marker or separator in the email body" setup)

In addition regarding to stripping off the signature block of incoming email, here is an outstanding support request where you should add yourself as watcher for updates - <https://jira.atlassian.com/browse/JSDCLOUD-11606>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Send auto reply email to domains on the BLOCKLIST
Asked by Christine Corona:

Good Morning,

I would like to be able to send auto reply emails to users who submit a support request via email to a JSM project they have no access to, due to their domain being placed on the BLOCKLIST.

Use Case:

Client #1 can raise a support issue via email to xxx@**supportdesk.com**, this would populate in Support Desk JSM

Client #2 can send support issue via email to xxx@**helpdesk.com**, this would populate in Help Desk JSM

Client #1 tries to send a support issue via email to xxx@**helpdesk.com** domain, but @**supportdesk.com** is listed on the domain BLOCKLIST for the Help Desk JSM project and vice versa for Client #2.

We want to let the end user know an issue was not raised on their behalf because they don't have permission to send to that domain (or whatever the case may be).

I've tried automation but cannot find the proper trigger for this particular event

I've reviewed the Incoming email global settings, but I don't see options to address my use case

Does anyone know of a way to accomplish this?

Thank you in advance for any input,

Christine


Answers:
author: Joseph Chung Yin
body: [@Christine Corona](/t5/user/viewprofilepage/user-id/3580876) -

At this time, I don't believe it can be configured inside of JSM out-of-box configuration. In my experience, you may be able to work with your mail team to setup the auto-reply on your company's mail systems (in our case we use Exchange).

You may want to reach out to Atlassian Support (https;//support.atlassian.com) for further assistance on this type of setup if any available within JSM configuration. Or, you may want to search if there are any third party add-on(s) in Marketplace to support this. The one that we use is [https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview&hosting=cloud).

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
admin change
Asked by John Fredy:

good day  
I have this account but I am not the administrator  
it is asking me to pay the license fee  
but I can't renew it  
could you help me 2 ways  
1 know which email is the administrator  
2. make the account free  
thanks for your help  
it is urgent  
I have a project in execution

<https://electrificadoracapital.atlassian.net/jira/software/projects/LED/boards/3>


Answers:
author: Dan Breyen
body: Hi [@John Fredy](/t5/user/viewprofilepage/user-id/5437647) welcome to the community. It's my understanding that you will need to be the administrator to change account types. If you don't know who the administrator is, then I believe you can work with [Atlassian Support](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/) to find out and/or change the administrator. Then once you are the Administrator, you can go into the Administrator account and if you meet the qualifications, you can change to a free version.

Hope that helps.


author: Joseph Chung Yin
body: [@John Fredy](/t5/user/viewprofilepage/user-id/5437647) -

Welcome to the community. In your case, you will need to contact your site's administrators as they have the manage/control of your site admin setup and billing configurations.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: John Fredy
body: I urgently need to know the email address of the administrator of this account as I only have 9 days left.  
thank you very much  
<https://electrificadoracapital.atlassian.net/>


author: Joseph Chung Yin
body: [@John Fredy](/t5/user/viewprofilepage/user-id/5437647) -

Unfortunately community leaders and users don't have admin access to sites. So you need to reach out to Atlassian Support (<https://support.atalssian.com>) for their assistance on this matter especially admin email information is user identification data.

Sorry.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation that extracts text from comment
Asked by Toby Te Rupe:

I would like to check in a comment the following

duplicate of ABC-123

would like to check I'd duplicate text in comment (case in sensitive) if it does extract the Numbers after ABC- which would be 123

I am the. Going to close this ticket and link it to the one mentioned

thank you.


Answers:
author: Toby Te Rupe
body: Thank you I have figured this out and will publish here.

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/309032iB18049BBA6B7C4B3/image-size/large?v=v2&px=999 "Capture.PNG")

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/309034i7C837014F429439F/image-size/large?v=v2&px=999 "Capture.PNG")


author: Pablo Vergara
body: Hi [@Toby Te Rupe](/t5/user/viewprofilepage/user-id/5380879)

I've been looking into your use case. Initially, I don't see a way to accomplish the outcome other than using a workflow automation tool.

While Jira provides its automation engine (Automation for Jira), besides other prominent actors (e.g., JMWE, Power Scripts, etc.) in that space, you can find it on the Atlassian Marketplace.

Unfortunately, as you can see in the attached picture below, the challenge lies in capturing the issue key from the comment. For some reason, Jira is not providing the option to use smart values (<https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/>) as an option to extract the issue from the comment and use it as a variable to link the issue to.

This is weird, as they state smart values can be used when building this automation rule. You can raise a ticket with Atlassian support and see what the reason behind it could be.

*"You can link to the issue that triggered this rule, previously created issue, a smart-value or simply an issue key."*

*- Pablo Vergara / ServiceRocket SSE*

![Screenshot 2024-02-26 103309.png](https://community.atlassian.com/t5/image/serverpage/image-id/308657i9EC041999B503246/image-size/large?v=v2&px=999 "Screenshot 2024-02-26 103309.png")

comments: author: Toby Te Rupe
body: Thank you Pablo.

I should have mentioned that I wanted to perform this in JIRA automation. Would like a regex to extract the the Key and also to check if duplicate is in the phrase.

It is the regex I am struggling with,


author: Pablo Vergara
body: No worries [@Toby Te Rupe](/t5/user/viewprofilepage/user-id/5380879)

You could then use a regex like: \\b\[A-Z\]{3,}-\\d{3,}\\b

(feel free to adapt it if needed so it can be used on the Automation for Jira rule builder)

Let me know how it goes!

- Pablo

![Screenshot 2024-02-27 105844.png](https://community.atlassian.com/t5/image/serverpage/image-id/308920i4B5BD59F94AB95DC/image-size/large?v=v2&px=999 "Screenshot 2024-02-27 105844.png")


author: Toby Te Rupe
body: Thank you, just now need someway of extracting the Key and passing it to this JQL

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/309022iCDED796070472E94/image-size/large?v=v2&px=999 "Capture.PNG")


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

regex
hi team i need complete build steps for next.js application and azure kubernetes service deployment
Asked by nagaraju:

hi team i need complete build steps for next.js application and azure kubernetes service deployment


Answers:
author: Igor Stoyanov
body: [@nagaraju](/t5/user/viewprofilepage/user-id/5113875) hi.   
Try [this guide](https://support.atlassian.com/bitbucket-cloud/docs/deploy-to-microsoft-azure/) and [azure-aks-deploy pipe](https://bitbucket.org/atlassian/azure-aks-deploy/src/master/).

```
script:  - pipe: atlassian/azure-aks-deploy:1.1.0    variables:      AZURE_APP_ID: $AZURE_APP_ID      AZURE_PASSWORD: $AZURE_PASSWORD      AZURE_TENANT_ID: $AZURE_TENANT_ID      AZURE_AKS_NAME: 'my-cluster'      AZURE_RESOURCE_GROUP: 'my-resource-group'      KUBECTL_COMMAND: 'version'
```

Regards, Igor


Tags: bitbucket-cloud

cloud
Getting git to work with bitbucket in VSCode for MacOS is hell
Asked by kleinnic74:

Hi,

I have been following <https://support.atlassian.com/bitbucket-cloud/docs/get-started-with-vs-code/> to connect VSCode with Atlassian bitbucket, but still I cannot push to my git repository. I could clone the repo I am interested in, but cannot push back to it. It keeps telling me "Unauthorised, Please make sure you have the correct access rights and repository exists."

Obviously, I need to do something else or in addition to what is described in this article.

The documentation could very well be improved and detailing how to configure git to push back to bitbucket. Also, cloning the repository from the Atlassian extension does nothing at all to setup things up correctly so I can push back.

Very, very frustrating.

br

Nicolas


Answers:
author: Theodora Boudale
body: Hi Nicolas,

When you clone a repository, the remote url is set on your local clone.

Based on the error you see, I assume you are using SSH, is that correct?

If that's the case, the SSH client on your machine may not be sending the SSH key you have set up for Bitbucket Cloud when you push.

If you have only one Bitbucket Cloud account and you use only one SSH key with Bitbucket Cloud from that machine, you can edit the **\~/.ssh/config** file on your machine (if it doesn't exist, you need to create it first) and add the following configuration:

```
Host bitbucket.org
    HostName bitbucket.org
    PreferredAuthentications publickey
    IdentityFile /Users/myUser/.ssh/id_rsa
```

where **/Users/myUser/.ssh/id_rsa** replace with the path and name of your private SSH key, whose public key is uploaded to your Bitbucket account. This will ensure that this key is always offered when you interact via SSH with this repo.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Email on suppression list
Asked by Elliott Pulley:

I have stopped receiving all emails from Bitbucket for repos and pull requests I am watching. I tried changing my settings but it didn't work so I attempted to recover my account and didn't receive the recovery link email so I believe my email has been suppressed. Can anybody help? Thanks


Answers:
author: Theodora Boudale
body: Hi [@Elliott Pulley](/t5/user/viewprofilepage/user-id/5113452) and welcome to the community!

Your email address was indeed on our suppression list because we attempted to send an email a few weeks ago and received a hard bounce response from your mail server indicating permanent failure.

I went ahead and removed your email from the suppression list, can you please keep an eye now and let me know if you receive email notifications?

Kind regards,  
Theodora

comments: author: Elliott Pulley
body: Thank you, my emails have started coming through again


author: Theodora Boudale
body: You are very welcome. Please feel free to reach out if you ever need anything else!


author: Maxime Fernandez
body: Hello Theodora,

We have a similar issue in my company using Jira Software.

Is there any way for us to confirm the situation and maybe solve it by ourselves?

Best regards,


author: Theodora Boudale
body: Hi [@Maxime Fernandez](/t5/user/viewprofilepage/user-id/2334549),

I checked the domain of your email address in our system; only one email address from that domain is in our suppression list and that email address is of a disabled Atlassian account.

I would suggest checking the email configuration in your Jira instance:

* <https://support.atlassian.com/jira-cloud-administration/docs/configure-email-in-jira-applications/>

If you still can't figure out why this issue is occurring, you can reach out to the support team via <https://support.atlassian.com/contact/#/>. In "What can we help you with?" select "Technical issues and bugs" and then Jira Cloud as product.

Kind regards,  
Theodora


author: Maxime Fernandez
body: Hello Theodora,

Thank you for your answer, I'll have another look at the mail configuration.

Regards,

Maxime


author: Harald Seyr
body: Hi [@Elliott Pulley](/t5/user/viewprofilepage/user-id/5113452)

maybe [Unsuppress invitation emails with one click - Atlassian Community](https://community.atlassian.com/t5/Jira-articles/Unsuppress-invitation-emails-with-one-click/ba-p/2230952) helps. This is a new feature that just was released by Atlassian. However, it requires some admin from you organisation to act.

Regards,

Harald


Tags: bitbucket-cloud

cloud
BB pipelines templating
Asked by Zoltan Nyiko:

Hi there!

I would like to ask if there is any other option than YAML anchors (only local) and custom pipes to create a repository wide reusable pipeline.

Is there any other way, like the pipeline templates in azure devops, or just the custom pipe?

Thanks!


Answers:
author: Theodora Boudale
body: Hi [@Zoltan Nyiko](/t5/user/viewprofilepage/user-id/5113443) and welcome to the community!

I'm afraid that there is no such option at the moment. We have a feature request for reusing yaml steps across repositories:

* <https://jira.atlassian.com/browse/BCLOUD-14078>

Is this the feature you are looking for?

This is currently on our roadmap for Q2 2023:

* <https://www.atlassian.com/wac/roadmap/cloud/reusable-ci-workflows?p=ca8f751c-aa>

Kind regards,  
Theodora

comments: author: Zoltan Nyiko
body: Yes, I was searching something like this, it will meet our needs also!


author: Theodora Boudale
body: Thank you for the confirmation!

This is the latest update on the feature request ticket from one of our product managers:

* [https://jira.atlassian.com/browse/BCLOUD-14078?focusedCommentId=3232757\&page=com.atlassian.jira.plugin.system.issuetabpanels%3Acomment-tabpanel#comment-3232757](https://jira.atlassian.com/browse/BCLOUD-14078?focusedCommentId=3232757&page=com.atlassian.jira.plugin.system.issuetabpanels%3Acomment-tabpanel#comment-3232757)

You can add yourself as a watcher to that ticket (by selecting the **Start watching this issue** link) if you'd like to get notified via email on updates.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
How to add project in existing repository
Asked by Mansi Raghuvir Devale:

Hi,

I create one repository I upload the project; I want to add the project in same repository.

How I can I add the project in same repository? what is the process for uploading?


Answers:
author: Ben
body: Hey Mansi!

To add an existing repository to a project - you will need to access Workspace Settings by clicking on your avatar in the top-right corner of the screen and selecting the workspace the repository belongs to.

Once here, you can click Projects on the left-hand sidebar, access the desired project and then click "Add Repository".

We have a guide for this here:  
<https://support.atlassian.com/bitbucket-cloud/docs/add-repositories-to-a-project/>

Cheers!

- Ben (Bitbucket Cloud Support)


Tags: bitbucket-cloud

cloud
Forget password email never comes
Asked by Frank zhang:

During log-in, I was required to \`must change password\`. Then navigate to the password recovery page. Click \`send recovery email\` while never get it. It is broken. Now I am unable to get into my account. Please help asap.


Answers:
author: Theodora Boudale
body: Hi [@Frank zhang](/t5/user/viewprofilepage/user-id/5113456) and welcome to the community.

Could you please let me know the following:

**1)** Are you trying to log in to Bitbucket Cloud or to a Bitbucket Server instance?

If you are unsure, the URL of Bitbucket Cloud is <https://bitbucket.org/> while a Bitbucket server instance has a different custom URL.

**2)** Are you trying to log in with the same email as the email of the community account that you used to make this post? Or with a different email address?

Kind regards,  
Theodora

comments: author: Frank zhang
body: 1. I am accessing bitbucket.org  
2. I am looking for password recovering for email \<emaiul_removed\>. \<another_email_removed\> is only used for asking help from community.


author: Frank zhang
body: Now I received the recovery email link. Problem is solved. Thanks for the help.


author: Theodora Boudale
body: Hi [@Frank zhang](/t5/user/viewprofilepage/user-id/5113456),

That's good to hear, thank you for the update.

Just a heads up, I removed the email addresses from your post to protect your privacy.

Please feel free to reach out if you ever need anything else.

Kind regards,  
Theodora