youngmon/atlassian-qna huggingface dataset:
How to prompt a required field when transitioning the status of an issue if field is empty
Asked by Eir?kur Baldur ?orsteinsson:

Hi,

I did the steps as described in article [How to prompt a required field when transitioning the status of an issue \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-prompt-a-required-field-when-transitioning-the-status-of-an-issue-1235850930.html).

Now when I transition an issue I always get the screen, whether the field Assignee is populated or not. I only want to have the screen appear when the Assignee field is empty.

Was that not the goal of this article or am I misunderstanding it?

Kind regards,  
Eirikur


Answers:
author: Fabian Lim
body: Hi [@Eir?kur Baldur ?orsteinsson](/t5/user/viewprofilepage/user-id/3702649)

The only way you can make this work is if you have two transitions. One transition with the transition screen, but you will have to add a condition to only show when the assignee is empty. Then the other transition will not have the transition screen and with a condition that the assignee is not empty.

Cheers,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer can't see the tickets
Asked by Stijn Mommerency:

Hi,

I have a project, and added some service desk team members and 1 service desk customer. I added some tickets, but the customer can't see the tickets.

He gets an error :

![image.png](/t5/image/serverpage/image-id/307856iDCD2C2F415403E0C/image-size/large?v=v2&px=999 "image.png")

We're new to service mgmt, so any help is welcome

thx


Answers:
author: Fabian Lim
body: Hi [@Stijn Mommerency](/t5/user/viewprofilepage/user-id/5435299)

Welcome to the community!

You need to review the customer permissions. Most likely you have the jsm project locked to private and in that case you will have to add them to the customer list.

Make sure that they also have an account setup so that they can access your portal.

I hope this video helps you where you set the customers and customer permissions.

Link: <https://youtu.be/cALbOS5w200?si=oq7cypJJbhkPIE62>


Tags: cloud

jira-service-management

jira-service-management-cloud
list request type only associated with a problem type
Asked by Pedro Marca Huamancha:

Hello Community,

When generating a problem in Jira Service Management with my Jira admin role, when I enter the Incident value in the Issue Type field,  
I only need to list the request type values ??associated with the Incident when I select the Request Type field.

Currently it lists all the request type values ??of each Issue type

![21-02-2024 11-26-58.png](/t5/image/serverpage/image-id/307854i766ABC0BC9F2C6BE/image-size/large?v=v2&px=999 "21-02-2024 11-26-58.png")

Greetings.


Answers:
author: Asha Goyal
body: Hello [@Pedro Marca Huamancha](/t5/user/viewprofilepage/user-id/5397238)

Kindly refer below link for reference to choose request type values for each Issue type.

<https://support.atlassian.com/jira-service-management-cloud/docs/choose-default-request-types-for-your-issue-types/>

Please Vote and Accept answer if it helps.

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
JQL
Asked by E Lin _alittlenooneblog_:

I have a question, I was trying to build a portfolio view, and was wondering if there a way that I can build a JQL with all the kanban boards and the Initiative tickets without labels is there an example because right now I use the kanban boards but the initial ticket won't show up?


Answers:
author: Jack Brickey
body: Hi [@E Lin _alittlenooneblog_](/t5/user/viewprofilepage/user-id/5244763) ,

I don't understand exactly what you mean by a portfolio view so it is hard for me to provide you an answer with a high-level of confidence. My second comment is around building a jql with all the Kanban boards. I am guessing that you want to create a jql that returns all of the issues that appear on multiple kanban boards. Assuming this is correct then you would need to create a jql that equates to each individual jql filter that defines the current boards.

simple example

* board1 : project = abc
* board2 : project = ayz

If I want to create a JQL that encompasses both boards then it would be: **project in (abc, xyz)**

Next you mention "without labels". What exactly do you mean here? Do you mean to find all issues where the Labels field is empty? Assuming so then in the above example I would create a jql like this - **project in (abc, xyz) and labels is empty**

Finally, you indicate that the initial ticket won't show up. I don't know what you mean by initial ticket.

comments: author: E Lin _alittlenooneblog_
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) Basically, I am creating a roadmap: portfolio plan view and I want the Jira ticket to appear in hierarchy order, when I include multiple Kanban boards, it seems that it doesn't appear the initial Jira ticket which it would be the Initiative - epic - user story- tasks and subtasks, this is specific to the workstreams, none of the tickets connect with labels, I am trying to create a filter that might help me achieve this? Maybe any filters that i can use to adjust my kanban boards? Does this make sense? I apologizes


Tags: jira-service-management

unknown-hosting-type
Change Default comment response from Internal to "reply to customer"
Asked by Adam Schoenemann:

Is there a way for an admin to change the default comment reply from "Internal note" to "Reply to customer"? This can either be just for Help/Issue tickets and or system wide.

Most help desk/issue ticket replies will be from IT to our end users. We don't have any external facing replies with our service desk. It's 100% inside employees only.

If we ever need to do research or dig into a larger issue we create a new internal OPS ticket and link it to the help desk issue so all of our internal communication is kept separate and keeps the main ticket smaller and easier to read for future use, helps prevent confusion, etc.

Along with the default change would this change or can we change the hot key "M" to also be reply to Customer vs internal note?


Answers:
author: Bailey Hecksel
body: Adam - our Org struggles with a similar issue and I've not found a way to change this. I think it's a limitation of Jira Cloud.

comments: author: Adam Schoenemann
body: Hi Bailey,

Thank you for your response, glad to know I'm not crazy :)

Do you or anyone who reads this know of way to submit and or talk to developers to get this feature added? I was doing more digging in the forums here and seems like this is a rather popular/asked about before request. To have the ability to set the default reply option.


Tags: cloud

jira-service-management

jira-service-management-cloud
How display only a limited number of request types in portal group
Asked by M?lanie Liguet:

Hi,

I have a customer portal on JSM which contains a lot of request types.  
Request types are grouped into group portals.

but the portal displays all request types. it's not very pretty and not very readable. ![Capture.PNG](/t5/image/serverpage/image-id/307839iF067E892D5AF5338/image-size/large?v=v2&px=999 "Capture.PNG")

Is it possible to display only a limited number of request types?

regards,


Answers:
author: Asha Goyal
body: Hello [@M?lanie Liguet](/t5/user/viewprofilepage/user-id/4533707)

You need to be logged in as an administrator of your project, in the Project Settings area and then the Request Types area.After that follow the below navigation

**"Projects --\> Project Settings**" and you should see all of your Request types in a list.

Once there, find the request type that you wish to hide, and click on the Edit groups link.This will show you all of the groups that this request type will be visible for.

If you want that this is not visible for any group, i.e. hidden, then you need to un-tick all of the groups listed there, and click **Save**.

This should then move the request type into the 'Hidden from portal' section on the left.

You can revert this from the General list of request types by clicking on the 'Add existing request type' button on the top right, and selecting it from the list.

Kindly Vote and Accept answer if it helps.

Thanks

comments: author: M?lanie Liguet
body: Hi,

I don't want to hide the request type. Otherwise customers will no longer be able to make this type of request.

I'm looking to improve the display. When there are a lot of standard requests in a group, it's very ugly and really not practical.

I would like to have groups with more limited display. and which shows me all the request types only when I select a group.

I can't find how to do this in JSM.  
Maybe there is a plugin that allows you to do this?

regards,


Tags: cloud

jira-service-management

jira-service-management-cloud
How to check if user is administrator using smart values?
Asked by Eir?kur Baldur ?orsteinsson:

Hi,

I want to create an automation rule which goes through all request participants and checks if they are administrators.

![Skj?mynd 2024-02-21 141259.png](https://community.atlassian.com/t5/image/serverpage/image-id/307802i415BA9AB55F6D7F1/image-size/large?v=v2&px=999 "Skj?mynd 2024-02-21 141259.png")

The smart value {{RequestParticipant.emailAddress}} successfully delivers a participants email address, but how can I check if the participant's role is administrator?

Kind regards, Eirikur


Answers:
author: Kalyan Sattaluri
body: Hello [@Eir?kur Baldur ?orsteinsson](/t5/user/viewprofilepage/user-id/3702649)

RequestParticipant list, is that a user picker field?

In the If condition section, instead of comparing 2 values option, there is a user condition section which lets you check reporters/assignee/user are in admin role. Have you checked that option?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/307821i6DE7825F14A6ABE2/image-size/large?v=v2&px=999 "image.png")

comments: author: Eir?kur Baldur ?orsteinsson
body: Hi Kalyan,

RequestParticipant is a list of users in the issue field Request participants, which is a user picker field.

I cannot use the User condition because its User input does not take smart values.


author: Kalyan Sattaluri
body: To confirm, you dont see "Request Participants" as an option in the drop down? (highlighted below)

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/307858i84EFEEE7F0E71A08/image-size/large?v=v2&px=999 "image.png")


author: Eir?kur Baldur ?orsteinsson
body: That is correct. I don't see "Request Participants" as an option in the drop down.


author: Kalyan Sattaluri
body: Hmm. I cant think of a simple way and hoping others can pitch in and help.

But If what you want to know if is the user is of Admin role in a project, below thread tells you how to do that through REST calls. So if comfortable with making "send web request" action inside your branch, def review below thread in the mean time.

<https://community.atlassian.com/t5/Jira-Software-questions/How-to-get-users-assigned-to-Jira-Project-and-their/qaq-p/2219936#M238087>


author: Eir?kur Baldur ?orsteinsson
body: Thank you, Kalyan.

I have been able to make it work with send web request, but it seems like a lot of effort. I was hoping there was a simpler way, which did not require a user's email address and password or token, because it means that the automation stops working if the user gets disabled.


author: Kalyan Sattaluri
body: Great, and agreed with the effort needed and especially the tight coupling to rule author's credentials.

Maybe its because of GDPR regulations that Jira does not have a easy way maybe?


Tags: cloud

jira-service-management

jira-service-management-cloud
Satisfaction survey : 2 thumbs instead of 5 stars
Asked by Geraldine.Polet:

Hi community,

I'm looking to adapt the satisfaction survey in Jira with 2 thumbs (see image) instead of having the existing 5 stars. I've already checked the marketplace, but unfortunately, no addon meets my needs.

Do you have any recommendations ?

My client is currently in a data center, but the migration to the cloud is planned for this year, so I would need a solution applicable to both."

Many thanks for your help,

G?raldine


Answers:
author: Nikola Perisic
body: Hello [@Geraldine.Polet](/t5/user/viewprofilepage/user-id/5104323)

Sadly, Jira Service Management currently only supports the star based satisfaction surveys.


author: Marc - Devoteam
body: Hi [@Geraldine.Polet](/t5/user/viewprofilepage/user-id/5104323)

As [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) mentions the default CSAT survey only has stars.

You could follow a feature request at Atlassian, [JSDCLOUD-8142](https://jira.atlassian.com/browse/JSDCLOUD-8142)

You cloud also reach out to a marketplace vendors and ask them if they could include the thumbs option.

comments: author: Geraldine.Polet
body: Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
How its works Threshold Number in Assets Jira Cloud?
Asked by Emiliano Nicolas Romero:

Hello Community!

I have a very large file and I want to partition it into 3 smaller files so I can import them into assets. These small files can be modified (add or remove information) and I need assets to be updated only by deleting those records that no longer exist in any file.

The problem is the following, when I import the first file, assets eliminates the records that it does not identify belonging to the other 2 files that remain to be uploaded. How could I use the "Treeshold Number" option so that assets only delete the information belonging to the file I am currently uploading and ignore the other remaining files?

Thanks


Answers:
author: Hakan Bahadir _Pio_
body: Hello,

If you have 3 files, then you can set the threshold to 3 or more. Let's assume that:

- You have 100 records in each file.

- You imported them already and have 300 objects as of now.

- You change the threshold to 3

- Then deleted the first 5 records from the first file.

In theory import works as follows:

**Import 1: First file import with 95 records**

Assets finds that 205 records are missing for the first time. Status:

1-5 objects -\> missing first time

6-100 objects -\> found

101-200 objects -\> missing first time

201-300 objects -\> missing first time

**Import 2: Second file import with 100 records**

Assets finds that 200 records are missing. Status:

1-5 objects -\> missing second time

6-100 objects -\> first time

101-200 objects -\> found

201-300 objects -\> missing second time

**Import 3: Third file import with 100 records**

Assets finds that 200 records are missing. Status:

1-5 objects -\> missing third time

6-100 objects -\> missing second time

101-200 objects -\> missing first time

201-300 objects -\> found

**Import 4: First file import with 95 records**

Assets finds that 205 records are missing. Status:

1-5 objects -\> deleted

6-100 objects -\> found

101-200 objects -\> missing second time

201-300 objects -\> missing first time

For that reason, any threshold number higher than 3 should be good for your scenario.

Please test this first by using the "Update" option instead of "Delete" option. You can have an attribute to keep the status and update the status attribute as "Deleted" in this way.

Once you observe that it works as you expected, then it is better to use the "Delete" missing objects option. As you know, there is no recycle bin feature in Assets. You don't want to lose your objects.

Good luck in advance

Hakan Bahadir

Pio

comments: author: Emiliano Nicolas Romero
body: Thanks for the explanation, it's the answer I needed.

Greetings!


Tags: cloud

jira-service-management

jira-service-management-cloud
Create custom field of type Reporter
Asked by Stephen Ironmonger:

hi

I need to create a custom field to record a 'person' and I want this to be from the list of Reporters, not the list of agents. When I user the UserPicker option it seems to take the name form the list of agents.

This is for use on the issue form after a request has come through form the portal. In general with we be a different person to the Reporter field.


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

There is no custom field type of "reporter", and the reporter field listing is based on the permission for the ability to create issues.

You could add a user-picker, and limit it to a list of people in a role or group, but it wouldn't be quite the same as "reporter"


Tags: cloud

jira-service-management

jira-service-management-cloud
2 instances of IT service mgmt appear to share Services
Asked by Stephen Ironmonger:

hi

we have an instance (project) of service management using the IT template. we are now setting up a new separate instance of service management using the IT template for a different department. The we do this the Services button on both leads to the same list of Services!, not instance/project specififc lists.

What do I need to do to make these service lists project specific?

thanks


Answers:
author: Jack Brickey
body: Hi [@Stephen Ironmonger](/t5/user/viewprofilepage/user-id/5435088) , disclaimer -- I am not an expert in services. However, my understanding has been, which seems to be verified by [this article](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-services/), is that services are global and apply to your entire site. with that said your question does have been wondering and I will spend a few minutes investigating as I would like to understand this as well.

comments: author: Jack Brickey
body: I have confirmed my understanding. Here is an open suggestion- [JSDCLOUD-10005 Ability to restrict services to a single project](https://jira.atlassian.com/browse/JSDCLOUD-10005)


author: Stephen Ironmonger
body: hi,

Thanks for your responses.

I had not come across the fact that Services were Global. This seems crazy, when JIRA is about creating multiple projects, and multiple helpdesks for different teams, departments etc.

In my situation I have IS using it for ticketing, our facilities team using it, our mechanical and electrical fitters using it, even Health and Safety and the list of Services each team provides/needs to see is radically different.

The referred suggestion is urgently needed. It looks like all I can do is wait and hope?

Is there any way to unpick this in the configuration and point the Services button/field/list at a different list in assets?

Stephen


author: Jack Brickey
body: Maybe punt on using services altogether. In your case you could use a custom field (Project Services) and establish Contexts for each project so that the same field would be available in each project but the values could be different.


author: Stephen Ironmonger
body: sounds interesting. I need to try a few things in 'test'.

I'm also thinking of creating a customer field 'Service' and trying to duplicate the Services features/functionality.

Given how long JIRA has been around, I'm surprised that this is not configurable in some way.


Tags: cloud

jira-service-management

jira-service-management-cloud
Where to enable request participants
Asked by alexej_friedrich:

Hi there,  

our goal is to add an (external) request participant to the ticket when the person is included in the CC email request. Our Financial Department is communicating with external clients who also add to CC other parties, and we would love to have those people included in the Jira ticket, so that every time an agent responds to the ticket in Jira, it notifies and author of the ticket and also actors in CC (request participants).  

Also, how would it behave if actors included in CC would respond?  

I hope it makes sense. I will be more than glad to clarify my question in case of any discrepancies.   

Thank you!


Answers:
author: alexej_friedrich
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)  

Thank you so much for the quick reply. This was very helpful answer. Additionally, could I ask you whether it's necessary to enable [this option](https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/) somewhere in Jira settings? because when I add someone in CC, the person is not assigned in Jira under request participants.

Thank you again for your help!

Best regards

Alex

comments: author: Nikola Perisic
body: Jira Software is using a different approach - project management, which doesn't have a options for Request participants.

Jira Service Management - for request handling.


author: alexej_friedrich
body: [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) The article I shared actually describes the feature in Jira Service Management. I'm not sure where can I enable the possibility to add person as the request participant by adding him in CC. Do you have an idea whether it's necessary to enable it somewhere or it's enabled automatically? When I sent the ticket through the email request and added in CC an external person, the person (his/her e-mail address) did not appear in request participant field in Jira Service Management.   

Thank you for any insight!

Regards

Alex

**SOURCE:** <https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/>


author: Nikola Perisic
body: Hello [@alexej_friedrich](/t5/user/viewprofilepage/user-id/5198836) !

++From the service agent side:++ ![Screenshot 2024-02-21 at 13.05.58.png](https://community.atlassian.com/t5/image/serverpage/image-id/307738i33ABE457680B651E/image-size/large?v=v2&px=999 "Screenshot 2024-02-21 at 13.05.58.png")

You would click on the request -\> More fields -\> Request participants - here you would add the request participants from the agent side.

++From the customer side:++

![Screenshot 2024-02-21 at 13.07.40.png](https://community.atlassian.com/t5/image/serverpage/image-id/307739i36C88DAAC9B25D11/image-size/large?v=v2&px=999 "Screenshot 2024-02-21 at 13.07.40.png")

To add the request participant from the customer side, you would click on the Share button below the Creator of the request, where you would add the additional participants.


Tags: cloud

jira-service-management

jira-service-management-cloud
Send Email Notifications only to user who raises a jira ticket.
Asked by Andrew Steele:

We would like jira service management settings to send email notifications only to the user who raised the ticket. As far as we can tell, currently either all users or no users get email notifications.


Answers:
author: Igor Medeiros - Modus Create
body: Hi [@Andrew Steele](/t5/user/viewprofilepage/user-id/2830656) , if you are still looking for alternatives, perhaps our app [Notification Assistant for Jira](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview) may help you with this.

With our app, you can create multiple notification rules for different scenarios. It allows you notify people independently and with fully customizable templates.

Feel free to reach out!


author: Jack Brickey
body: Hi [@Andrew Steele](/t5/user/viewprofilepage/user-id/2830656) , JSM has two different configurations for notifications: customers and agents/users. Both of these are found under project settings. When you say you only want the reporter to receive notifications do you mean you don't want the agent to be updated? Regardless set up the configurations in the two areas to meet your specific needs. Be sure to consider Watchers (under Notifications) and Request Participants (under Custome notifications).


Tags: cloud

jira-service-management

jira-service-management-cloud