youngmon/atlassian-qna huggingface dataset:
Block Custom Field - Ticket
Asked by Jeferson Carlos dos Santos:

Hi guys, could you help me please?  
When an employee closes a ticket, the "Complexity" field that I created appears but it is enabled and the employee can modify this field, which is a select.  
I wanted the employee to not be able to make changes to this field, as I set a value for it within the request type related to the ticket. Would it be possible for me to block this field when the employee closes the ticket?

![img1.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/301450i1A6E3858FC24531F/image-dimensions/397x355?v=v2 "img1.JPG")


Answers:
author: Jack Brickey
body: Hi [@Jeferson Carlos dos Santos](/t5/user/viewprofilepage/user-id/4968071) , you could remove the field from the screen associated with the 'mark as done' transition. You can find the name of the screen via the workflow. Edit the workflow, double-click on the transition and you will see the screen at the bottom of the pop up. Then you can go into settings \> issues \> screens, find and edit.

comments: author: Jeferson Carlos dos Santos
body: Perfect!

Thanks again for the help [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) !!


Tags: cloud

jira-service-management

jira-service-management-cloud
ASSETS Import - issues / what settings need to be set?
Asked by Rita Zweers:

Hey everyone,   

I am new to JIRA and already have my Assets in my Prod System.   

The issue:  
I have a attribute thats a Standard - Text attribute. This got used.   
Now I have to change it. As changing is not possible (Objects already use it) I have to delete this and then add the new version which is Standard - date \& time.   

If I simply import the assets again, I receive duplicates.   

What settings do I need to set in order to have the already imported assets only updated and not again as a new object (duplicate)?


Answers:
author: Rita Zweers
body: Resolved:  
[How to update the existing objects using the CSV import in Assets \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-update-the-existing-objects-using-the-csv-import-in-assets-1299914393.html)  

my error was that the identifier was in more than 1 ;)


author: Rita Zweers
body: Maybe in a different way:   
If I want to update my already imported assets. How do I need to set settings so that Jira only updates the existing assets and does not create new ones?

(maybe this also works with the issue of deleting/adding a attribute after the import is done.  

<br />

I already tried different options but nothing has worked so far.


Tags: cloud

jira-service-management

jira-service-management-cloud
Email addresses not showing
Asked by Rob McBride:

Under Project Settings \> People, I am not able to see all of the email addresses of each user?

Can anyone please explain why this is?

![Screenshot 2024-01-19 at 10.43.21.png](/t5/image/serverpage/image-id/301439i5D6419FC9A775B63/image-size/large?v=v2&px=999 "Screenshot 2024-01-19 at 10.43.21.png")


Answers:
author: BHUSHAN PATIL
body: Hi [@Rob McBride](/t5/user/viewprofilepage/user-id/5279962) ,

In Jira Cloud, the visibility of email addresses under Project Settings \> People is controlled by the users themselves. If a user has chosen not to display their email address in their profile, it will not be visible to other users within the People section of the project settings.

<https://community.atlassian.com/t5/Jira-Software-questions/For-the-users-added-to-the-project-the-email-is-missing/qaq-p/1695490>

Regards,  
Bhushan


Tags: cloud

jira-service-management

jira-service-management-cloud
A question about the basics - Ticket Management
Asked by Gareth Rickets:

Hi All, I'm new to Jira so the learning curve is pretty steep right now.

Going through the training modules and using our Helpdesk in anger (so to speak), I know we can Link tickets. I've even done it.

I have three tickets that refer to the same issue. I am selecting two of the three with the logic that the remaining unselected ticket can be used as the target for the Link. The idea is to merge all three tickets into one.

Once Linked they don't move, which begs the question; whilst we can ***Link*** tickets together, can we actually ***Merge*** them in Jira?

I even tried the option of "*is merged into*" within the Link dialogue, but that didn't seem to do anything.

I'm assuming it's possible and I'm assuming I don't know the process yet. Can anyone point me in the right direction please?


Answers:
author: Rustem Shiriiazdanov
body: Hi Gareth,

Unfortunately, Jira does not natively support merging tickets. However, you can manually link similar tickets or utilize automation. For more information on automated linking based on similar issue descriptions, I would suggest referring to community discussions like this one: <https://community.atlassian.com/t5/Jira-Service-Management/Automated-links-for-similar-issue-description-field-with-same/qaq-p/1862391>

To merge tickets, you may need to explore Marketplace solutions specifically designed for this purpose. You can start your search at the Atlassian Marketplace <https://marketplace.atlassian.com/search?query=merge%20issues> . This seems to be the best option until Atlassian implements a merging feature in Jira itself.

Hope this helps.

Rustem

comments: author: Gareth Rickets
body: Thank you [@Rustem Shiriiazdanov](/t5/user/viewprofilepage/user-id/5212379) Useful information, especially the automation aspect.


author: Kate Pawlak _Appsvio_
body: Hi [@Gareth Rickets](/t5/user/viewprofilepage/user-id/5409594)

As [@Rustem Shiriiazdanov](/t5/user/viewprofilepage/user-id/5212379) mentioned, there is no such native functionality in Jira. When you change a link type name is only a name, so this is why "is merged to" doesn't work.

Using automation rule, keep in mind that limitations has been changed recently (and you marked that you use Standard plan). You can read official announcement here: <https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update>

For merging issues, I can recommend you our app [**Issue Merger for Jira**](https://marketplace.atlassian.com/apps/1212656/issue-merger-better-incident-management?hosting=cloud&tab=overview) which allows you merge issues manually but also automatically. This is our automation, so it doesn't impact on your limitations in native automation.

comments: author: Gareth Rickets
body: Thank you [@Kate Pawlak _Appsvio_](/t5/user/viewprofilepage/user-id/3795284) the info about the add on is particularly useful. We're going to look into that in more depth.


Tags: cloud

jira-service-management

jira-service-management-cloud
Some of the fields are not getting migrated to destination project
Asked by Bhagya Roy:

I want to move some of the issues from one board to another. But when I reach the final step of migration, some fields are being removed. My source and the destination project contains the same set of fields.


Answers:
author: Bhagya Roy
body: ![cinfirmation.png](https://community.atlassian.com/t5/image/serverpage/image-id/301432iEF631240192A086D/image-size/large?v=v2&px=999 "cinfirmation.png")

comments: author: Kai Becker
body: Hi [@Bhagya Roy](/t5/user/viewprofilepage/user-id/5395359)

thanks for your question. Just to clear things up, both projects are Company managed?   
If so, are the fields that are missing on the screens? Could you further explain, what you mean by "removed"? Are the values removed from the fields?


Tags: cloud

jira-service-management

jira-service-management-cloud
Need to integrate outlook mail with jira cloud
Asked by siraj khan:

We have a requierement that when ever we recieve an email for the cloudwatch alert in our outlook mailbox , imediatley a P1 incident ticket is created in our jira service management portal .


Answers:
author: BHUSHAN PATIL
body: Hi [@siraj khan](/t5/user/viewprofilepage/user-id/5111208) ,

This can be achieved by configuring an email handler in Jira to create requests from incoming emails. You can then set up rules in your email client (Outlook) to forward CloudWatch alert emails to the specific email address associated with the Jira Service Management project. Once the email channel is set up and the rules are configured, incoming CloudWatch alert emails will automatically create P1 incident tickets in your Jira Service Management portal.

for more details refer [Receive requests from an email address](https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/)

Regards,  
Bhushan

comments: author: siraj khan
body: Hi [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891)

Can you please help me to know the path of settings to configure an email handler in Jira to create requests from incoming emails ?

Also what rules to be created in outlook ?

Please help me


Tags: cloud

jira-service-management

jira-service-management-cloud
??????????????????????????????
Asked by ????:

??????

?????????????????????????????????????????????????????

??????????????????????????


Answers:
author: Carmen
body: Hi! Yes, you can create multiple portal groups. I'm not sure what do you mean by "change the notification destination for requests received from them for each group".

Are you talking about agent notifications? Once the requests are submitted to the service desk, they end up in queues on the agent side. These are organized according to criteria you've set.

For each queue you can create a filter with a subscription. It would look like this:

* create a filter for 'Queue A', e.g. ... *created \> -10m and component = component1*
* add a subscription to the filter and include the list of users assigned to the queue
* don't send the notification email if empty

Edit and repeat for all your queues and adjust your filter to align with the queues. Basically just copy your queue filter and add the "created \> -10m piece.


Tags: cloud

jira-service-management

jira-service-management-cloud
Clarified By Report
Asked by Arvind Iyer:

How to get report who has clarified the ticket ,currently we have to open the ticket and check is there any field we can filter and check.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Arvind Iyer](/t5/user/viewprofilepage/user-id/5409368) and welcome to the Community!

In what view do you want to see the information? Issue view, Dashboard, Filter result?

You can create a custom field and populate that with the "Resolver" when the issue is resolved. Have a look at this Community-Post: [Solved: Question regarding "Resolved By" tickets (atlassian.com)](https://community.atlassian.com/t5/Jira-Software-questions/Question-regarding-quot-Resolved-By-quot-tickets/qaq-p/2022310)


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to refer to 'Affected services' in the Filter scope (AQL) context
Asked by Ste404:

Hi there,

I was hoping to setup an assets custom field that the Filter scope of it would look at the Affected service (the OOTB field) that was selected on the portal.

Sort of like when you allow someone to request hardware and they select Monitors from one assets field and then the next one will only show Monitors in assets as the Filter scope is limiting the return based on the previous field.

I can't seem to make this work for affected services.

thanks


Answers:
author: Ste404
body: ah this won't work as the Affected services custom field isn't an assets field so the AQL wont work :/


Tags: cloud

jira-service-management

jira-service-management-cloud
Can the cloud license option be used for our docker container hosted server?
Asked by PB:

We have an existing Jira Service management with server commercial license hosted in our docker container hosted server.

We need to setup a new Jira Service management on the same server. Can the cloud license option with 3 agents be used for our docker container hosted server? Since the server license is not available anymore.

Thank you.


Answers:
author: Nic Brough -Adaptavist-
body: There is no "cloud licence", it is a subscription service. And, no you cannot reuse a licence for a second server. But you can move a licence to a replacement server.


author: David Bakkers
body: > Can the cloud license option with 3 agents be used for our docker container hosted server?

Nope.

comments: author: PB
body: Thank you for the reply.

Can we uninstall the existing Jira Service management and use the same server license to set up a new one?

Thank you.


author: David Bakkers
body: If you Google *'jira server reuse licence'* then you will see how many times that same question has been asked and you will find the answer.

Have fun.


Tags: jira-service-management

jira-service-management-server

server
JiraSM Free Project Automation Broken "We couldnt load this page"
Asked by Timothy Angel-Townley:

Hi All,

Liking the look and feel of JiraSM so far and using the Free plan, however the big deciding factor of whether or not we go with this product is the project automation features. Upon trying to test out the capabilities I was met with this error when trying to load the automation tab on ANY Project.  

![Screenshot 2024-01-19 105822.jpg](/t5/image/serverpage/image-id/301383iFFA307D0444ACF89/image-size/large?v=v2&px=999 "Screenshot 2024-01-19 105822.jpg")  

Upon submitting a support request, support urged me to post on the community page as Free plans don't receive technical support, hope this helps out.  

Troubleshooting done so far:

Tried using global automation tab.

Tried refreshing browser.

Tried signing in and out.

Tried using incognito.

Tried submitting technical support request (Can't as we are on free plan.)


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

Are you still having this problem? Jira Cloud was down yesterday for a while but is back up now.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to get the password/token of the backbone sync users?
Asked by Xie Yujie:

We have an jira service management project A and an jira software project B, and want to synchronize between the two project through backbone. As we all know, when creating a backbone connection, we need to fill in the sync user and its password or token. The problem is that the colleague who created these sync users have resigned and left no relevant information. How should I obtain the passwords or tokens of these sync users?


Answers:
author: Matthias Gaiser _K15t_
body: Hi [@Xie Yujie](/t5/user/viewprofilepage/user-id/5368031)

I'm Matthias from the Backbone team.

The tags and info on the right hand side show your using Jira Cloud. May I ask you if both projects you'd like to sync are on Jira Cloud?

If this is the case, Backbone is using a user which is automatically created when you install the app (and which is not counting towards your license usage). Backbone uses this user automatically when you sync Cloud to Cloud.

If you sync between Server/Data Center and Cloud, you indeed need to specify user and password (or better API tokens) in order to sync your projects. Here, you unfortunately need to have the passwords :/

If you want to, we can also search for some sort of solution together for your specific case. I'd recommend opening a support case with us, so we don't expose any of your private data. Please open a ticket via [support.k15t.com](https://support.k15t.com).

Cheers,  
Matthias.

comments: author: Xie Yujie
body: Hi [@Matthias Gaiser _K15t_](/t5/user/viewprofilepage/user-id/853318)

Thanks for your help. We want to sync between Server/Data Center and Cloud, so we need user and its password. I will submit a k15t support ticket as you suggested to get more help. :)

Best regards.


Tags: backbone

cloud

jira-service-management

jira-service-management-cloud
Jira Assets Cloud : Import data via API : how to programmatically set these imports rules?
Asked by thomas:

Hi,

In the GUI when you create a mapping in Jira Assets (Cloud) / Schema / Import you can set a few rules like the below (dummy mapping):

![jira-import-rules.png](https://community.atlassian.com/t5/image/serverpage/image-id/300855i1C855685CB0C8ACD/image-size/large?v=v2&px=999 "jira-import-rules.png")

Unfortunately, I am unable to see the equivalent in the [REST APIs](https://developer.atlassian.com/cloud/assets/rest/api-group-importsource/#api-importsource-importsourceuuid-executions-importexecutionuuid-status-get).

**Questions**

* How would I be able to Update an attribute on \`missing objects\` using an external import via the API or is it only done via the GUI?
* Which API call(s) or JSON syntax would give me the flexibility offered by the GUI?


Answers:
author: Adam Repask?
body: Hi, have you by any chance found the answers for your questions? I'm having the same problem.


Tags: asset-management

assets

cloud

import

jira-service-management

jira-service-management-cloud

map

schema
Jira Assets : Import data via API : use existing objects/mapping?
Asked by thomas:

Hi,

I am trying to import lots of cloud assets into Jira Assets Cloud via script / automation.

Can we simply import data using the existing objects/schema and even mapping?

It seems not...

I have followed this [guide](https://developer.atlassian.com/cloud/assets/imports-rest-api-guide/workflow/) and I came to realise that an import always requires an object (schema) to be created. You cannot use your existing schema objects you've created via the GUI despite this information in that same guide.

![jira-import-inaccurate-blurb.png](/t5/image/serverpage/image-id/300854i64EECA595958A350/image-size/large?v=v2&px=999 "jira-import-inaccurate-blurb.png")

It can't be right because when you look at the latest JSON schema from [2023-10-19](https://api.atlassian.com/jsm/insight/imports/external/schema/versions/2023_10_19), it states that \`schema\` is a required attribute and (empty is no go either).

When you omit schema or set it to \`{}\` then you'll end-up with this error

```
< PUT /jsm/assets/workspace/.../v1/importsource/.../mapping HTTP/1.1
< Host: api.atlassian.com
< User-Agent: python-requests/2.31.0
{"jsonValidationErrors":[{"type":"required","code":"1028","path":"$","schemaPath":"#/required","arguments":["schema"],"details":null,"message":"$.schema: is missing but it is required"}],"dataValidationErrors":[],"status":"error"}
o  # OR if you use "schema": {}, then you end up having sub object requirement issues
{"jsonValidationErrors":[{"type":"required","code":"1028","path":"$.schema","schemaPath":"#/properties/schema/required","arguments":["objectSchema"],"details":null,"message":"$.schema.objectSchema: is missing but it is required"}],"dataValidationErrors":[],"status":"error"}
```

So what's the go? How do people bulk import/update assets in Jira Assets?

Does it mean you can only drive assets using the API if you also drive the objects themselves? (greenfield)


Answers:
author: Pedro Arroyo
body: Hi,
> You cannot use your existing schema objects you've created via the GUI despite this information in that same guide.

Actually, you can. You can create and configure you Assets schema as you need, and then create your external import as the guide explains. Use the baseUrl from the Imports Links and call GET /schema-and-mapping and you'll get the JSON where you can add the objectTypeMappings.


Tags: asset-management

assets

cloud

import

jira-service-management

jira-service-management-cloud

json

schema
Will Boards for Jira Service Management be offered for Data Center? If so, when?
Asked by Justin Warwick:

We have users that are were excited about this: <https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-Boards-for-Jira-Service-Management/ba-p/2544947>

But we are DC on prem. When/will this feature be offered in JSM for DC/on-prem?


Answers:
author: Charlie Marriott
body: Hi [@Justin Warwick](/t5/user/viewprofilepage/user-id/1158240),

Thank you for your question!

At this point, we don't have plans to bring boards to Jira Service Management Data Center.

In saying that, we're always considering new projects for JSM DC's future roadmap. Please share your use case and vote on the following public Jira ticket to help us keep track of customer demand for boards in JSM DC: [JSDSERVER-13977](https://jira.atlassian.com/browse/JSDSERVER-13977)

Please also see our [public roadmap](https://www.atlassian.com/roadmap/data-center?status=comingSoon;future&) for information on JSM DC's upcoming enhancements.

I hope that helps,

Charlie

comments: author: Justin Warwick
body: It does, thank you very much, Charlie. I will be sure our team attends to both.

Cheers,

Justin


Tags: board

data-center

jira-service-management

jira-service-management-server

server
Setting up the Virtual Agent for Teams
Asked by Joe Serrao:

Hi Step 3 in the chat say after your team has been setup in Teams invite the Assist Bot


Answers:
author: Kai Becker
body: Hi [@Joe Serrao](/t5/user/viewprofilepage/user-id/3595959)

as of now, only slack is supported for the Virtual Agent. Connecting MS Teams is currently "Gathering interest". There is no ETA on release: <https://jira.atlassian.com/browse/JSDCLOUD-12279>

Do you have a link to the documentation you mentioned?


Tags: cloud

jira-service-management

jira-service-management-cloud
setting up customers..
Asked by Kimberly DeLeon:

When setting up customers, it seems I'm locked into putting in an email address. I don't have a single customer who communicates with my team via email. Our customers communicate via slack and signal. How can I set up customers without being locked into entering an email address?

I almost feel I need to just create a drop down list.


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

Jira needs the email to uniquely identify a customer so that they can email them back about their requests.

You could hook it up to Slack and/or Signal so that it posts responses there too, but you still need their emaili address to identify who to talk to.

comments: author: Kimberly DeLeon
body: Great, Thank you!


author: Joseph Chung Yin
body: [@Kimberly DeLeon](/t5/user/viewprofilepage/user-id/5351546) -

Welcome to the community. Email address is an essential element of customer account in JSM. It serves as an unique identifier for a given customer account. I agreed fully with what [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) stated.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Kimberly DeLeon
body: Thank you!!


Tags: cloud

jira-service-management

jira-service-management-cloud
Where can I find pipeline examples?
Asked by Joel Saltzman:

I previously ran some pipelines in my repo. Now I don't have the getting started section that shows the example pipelines. Is there another way to see the example pipelines?


Answers:
author: Igor Stoyanov
body: [@Joel Saltzman](/t5/user/viewprofilepage/user-id/177021) hi. Thanks for your question. You could find a lot of examples below:  

[Pipelines guides page](https://support.atlassian.com/bitbucket-cloud/docs/access-pipelines-deployment-guides/)

Regards, Igor


Tags: bitbucket-cloud

bitbucket-pipelines

cloud