youngmon/atlassian-qna huggingface dataset:
Queues option not visible to some JSM users
Asked by Zaldy Parian:

Hi,

Probably a trivial question....

Other users cannot see the Queues option in the left panel of the project. Only 'Issues and filters' is visible to them.

The queue I created has a tick mark on "visible to all agents".

How can I make the Queue option appear in the left panel for other users?

Regards


Answers:
author: Eugenio Onofre
body: Hi [@Zaldy Parian](/t5/user/viewprofilepage/user-id/1191073)

Do the users have a Jira Service Management license assigned?  
Usually it happens with JSM license is not assigned to the user(s) facing the issue.

Regards,  
Eugenio

comments: author: Zaldy Parian
body: Hi [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) ,

Thanks for your quick reply.

The users are part of our agents group, which has access to our JSM. So I reckon the user is a licensed user.


author: Eugenio Onofre
body: [@Zaldy Parian](/t5/user/viewprofilepage/user-id/1191073)

Go to your Project, select PEOPLE and make sure all the members that are not seeing the queue are added to Service Desk Team role.

This should resolve.


author: Zaldy Parian
body: You are absolutely right, [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) .  
I added that user in the Service Desk team group and the user was able to see the Queue in the left panel of the project.

Thank you very much.


author: Eugenio Onofre
body: GREAT! Happy to assist!


Tags: cloud

jira-service-management

jira-service-management-cloud
Change name to "Linked Issue" field
Asked by Sebasti?n Buzzurro:

Is there any way to change the name displayed in the "Linked issue" field? I need to change it to "Opportunities" because Im using Jira Work Management to create a CRM and "Linked issue" is a little confused for this case.  

Thanks!


Answers:
author: Marc - Devoteam
body: Hi [@Sebasti?n Buzzurro](/t5/user/viewprofilepage/user-id/3915474)

The Linked Issue field is a system field and not able to be changed as its an integral part of the application.

You could create a new link type in the system, to get better insight on the type of link that you want to set.

See the following in this [article](https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-linking/#Add--edit--and-delete-a-link-type)

comments: author: Sebasti?n Buzzurro
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)  
Thank you! I didn't know about "Issue linking", it is helpful.  
I think the best way to create a CRM project in Jira is using Jira Service Management and edit the field with the option "Display name" in "Request form".  
I'll try.  

Regards!


author: Eugenio Onofre
body: Hi [@Sebasti?n Buzzurro](/t5/user/viewprofilepage/user-id/3915474)

In JIRA (including JIRA Work Management), the "Linked Issue" field is a system field used to link issues within JIRA, and its name is typically not customizable directly through the standard JIRA interface.

Please remember to accept this answer in case it helps resolve your question as it may also help other community members in the future.

Regards,   
Eugenio

comments: author: Sebasti?n Buzzurro
body: Hi [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) thank you for your help!!


Tags: cloud

jira-service-management-cloud

jira-work-management-cloud
Agent doesn't receive mail notifications
Asked by Adrian Bass:

All of my agents are not receiving new ticket notifications within their projects. I did have them applied as customers to other service projects, but was able to get rid of that on all 3 project boards. Since doing so I have tested and they still have not received alerts. Any thoughts?


Answers:
author: Jack Brickey
body: Hi [@Adrian Bass](/t5/user/viewprofilepage/user-id/5331017) , here are my thoughts/questions:

* are the agents receiving any notifications, e.g. issue assigned, customer comments
* check project settings \> notifications and verify the agent is in a role that has the "An issue is created"
* recheck the possibility that the agent is listed as customer. Be sure to check any/all Organizations
* check project settings \> people to see what role the agent has. it should be service desk team and maybe admin but ++not++ service desk customer  


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't add customer to JIRA Service Mgt: don't have permission to invite customers to this service
Asked by Marv Chen:

Hi,

While trying to add a customer to a service management project, getting an error:

1 customer couldn't be added.

xxxx@yyy.com (You don't have permission to invite customers to this service project)

Please check the email addresses and try again.

Note: the customer above is part of my org. I had no problems inviting users *outside* of the org.

I am a project Adminstrator


Answers:
author: Eugenio Onofre
body: Hi [@Marv Chen](/t5/user/viewprofilepage/user-id/5405852)

This issue usually happens when you have no permission to add customers. Although you have Project Admin rights, your Instance Admin may have performed changes in your roles and permissions.

I would suggest getting in touch with the Org admin for further investigation.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
?Es posible tener un grupo como aprobador?
Asked by Mariana G?mez G?mez:

Hola, estoy entrando a organizar el tema de grupos en nuestro Jira Cloud, por lo que tengo un grupo de 5 usuarios llamado 'Aprobadores', pero en un flujo de trabajo cuando activo la aprobaci?n e intento buscar ese grupo no aparece, solo aparecen usuarios. As? que mi pregunta es si es posible agregar en ese apartado de aprobadores un grupo, sea por automatizaci?n o directamente. Muchas gracias por la ayuda ;)


Answers:
author: Eugenio Onofre
body: Hola [@Mariana G?mez G?mez](/t5/user/viewprofilepage/user-id/5405992)

Bienvenida a la Comunidad Atlassian!

En JIRA Cloud, la funcionalidad para a?adir grupos directamente en el apartado de aprobadores en un flujo de trabajo (workflow) no siempre es posible de manera directa, especialmente dependiendo de c?mo est? configurado el sistema y las capacidades espec?ficas del flujo de trabajo. Sin embargo, hay algunas alternativas que puedes considerar:

1. **Usar Reglas de Automatizaci?n:**

   * Puedes configurar una regla de automatizaci?n que asigne autom?ticamente el ticket a un grupo de usuarios espec?fico (en tu caso, 'Aprobadores') cuando se cumpla cierta condici?n en el flujo de trabajo.
   * Por ejemplo, cuando una tarea alcanza un cierto estado, la regla de automatizaci?n podr?a asignar autom?ticamente la tarea al grupo 'Aprobadores'.
2. **Campo Personalizado de Grupo:**

   * Otra opci?n es crear un campo personalizado que pueda contener grupos y luego usar este campo en tu flujo de trabajo.
   * Este campo personalizado puede ser configurado para que aparezca en las pantallas relevantes del flujo de trabajo.
3. **Aprobaci?n Manual:**

   * Si la integraci?n directa del grupo no es posible, una alternativa es tener un proceso manual donde los miembros del grupo 'Aprobadores' sean notificados (a trav?s de un comentario, por ejemplo) y uno de ellos tome la acci?n de aprobaci?n.
4. **Scripts o Complementos de Terceros:**

   * Existen complementos disponibles para JIRA que permiten una mayor flexibilidad en la configuraci?n de flujos de trabajo, incluyendo la posibilidad de incluir grupos en distintas etapas del proceso.

Es importante revisar la documentaci?n de Atlassian y JIRA Cloud para ver si hay actualizaciones o nuevas funcionalidades que te permitan hacer esto de manera m?s directa. Adem?s, siempre es ?til tener en cuenta las mejores pr?cticas de gesti?n de grupos y permisos en JIRA para asegurar que tu configuraci?n sea segura y eficiente.

Por favor, recuerda aceptar esta respuesta en caso de que te ayude a resolver tu pregunta, ya que tambi?n podr?a ayudar a otros miembros de la comunidad en el futuro.

Saludos,   
Eugenio

comments: author: Mariana G?mez G?mez
body: Muchas gracias Eugenio por la respuesta!!!


Tags: cloud

jira-service-management

jira-service-management-cloud
Form selecting the incorrect Request Type
Asked by Michele Bazzani:

G'Day Fellow Atlassians   

I am experiencing an issue with a project that has been live for over a year but just started. I have two forms that are linked to this project; each form is attached to its own distinct Request Type, and I use that information to create queues and reporting. All was working well until about a month or so ago. I have a catch-all queue to ensure that improperly moved tickets are visible so that I can correct them and ensure they go to the correct team.

Recently, the incorrect Request Type was attached to a specific form. I have included some screenshots below. At first, I thought automation was doing it, so I turned them all off, even though the ticket history doesn't show Automation for Jira performing any actions. This did not fix the issue, and I still have a problem selecting the incorrect Request Type.

Any help at all would be most appreciated because aside from deleting and recreating it I have no other ideas \>.\<  

<br />

![HEAT Form Issue 3.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/300607iAEA8C02229396F5D/image-size/large?v=v2&px=999 "HEAT Form Issue 3.PNG")![HEAT Form Issue 2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/300606i7395D395C1A4D5D0/image-size/large?v=v2&px=999 "HEAT Form Issue 2.PNG")![HEAT Form Issue 1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/300608i1F616B5D6A6E8E8D/image-size/large?v=v2&px=999 "HEAT Form Issue 1.PNG")


Answers:
author: Michele Bazzani
body: I spoke with Atlassian support and the issue was in the Features tab. Default Request Type had been turned on for that project


author: Eugenio Onofre
body: Hi [@Michele Bazzani](/t5/user/viewprofilepage/user-id/4538528)

The issue is not clear to me. Can you please provide additional details? What are the request types? Are they part of the same project?

Thanks!

comments: author: Michele Bazzani
body: [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586)   

Yes, the request types are in the same project, but this worked fine for a year, and then suddenly, it is not.   

The form is supposed to create a ticket with the HEAT Support Request type. Instead, it is creating it with an Applications Support Request Type even though there is no automation forcing that, and the form that is filled out and submitted is associated with the HEAT Support Request Type.

<br />

I am not sure how much more detail I can provide. All the screenshots are above.  

Thanks  
-M


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create custom field on OrganizationMembers or Organization_10002 table
Asked by Tayo Adetoyi:

I would like to know if it is possible to create a custom field on OrganizationMembers table that contains the following fields: Organization_ID, Organization_Name, User_Name, Email, Is_Active etc. OR on the Organization_10002 table that contains the following fields: Organization_ID, Organization, Issue_Key and Issue_ID?


Answers:
author: Kai Becker
body: Hi [@Tayo Adetoyi](/t5/user/viewprofilepage/user-id/5405903)

welcome to the community and thanks for your question.

By default, such a special custom field config is not possible, as you can't create or modify system fields.  

What might work though is using a 3rd party app, for example [Elements Connect](https://marketplace.atlassian.com/apps/23337/elements-connect-external-data-fields?hosting=cloud&tab=overview) and gather this custom data via Jira Cloud API.

But I actually do not have an example for that.


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

Fortunately, you have no access to the database on Cloud, so no, there's no way to do this.

If you were on Server/DC, you could do this, but it would render you unsupported, the backups might fail, and you would need to re-code several chunks of Jira to enable the use of the new columns.

Atlassian only support adding custom fields to issues at the moment, but there are a couple of apps that add fields in other places. Project fields, I've used a few times, but I have not seen anything that can do it with organisations yet.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation for customer and dev team
Asked by bartlomiej_jochym:

Hi, I created automation for Jira Service Management and Jira Software, but I have one problem. This means that when a development team comments on an issue with the word "Do Klienta" in Jira Software, the comment is sent to Jira Service Management (customer portal). The problem is with Jira Service Management because when a customer comments on an issue with the same word as the development team, that comment will be sent to Jira Software (the development team) and it shouldn't.

I want to fix the automation so that a customer comment with the word "Do Klienta" is not forwarded to the development team.

This automation should work in one way, from the development team to the customer.

![jira automation.png](/t5/image/serverpage/image-id/300591i8BFE42F18F6840B4/image-size/large?v=v2&px=999 "jira automation.png")


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@bartlomiej_jochym](/t5/user/viewprofilepage/user-id/5364311)

You can check whether the Author is a customer. In this case, the Author of the comment also triggers the event so a simple user condition works:

![Screenshot 2024-01-15 165456.png](https://community.atlassian.com/t5/image/serverpage/image-id/300593iEBF21E27FB3D39B5/image-size/large?v=v2&px=999 "Screenshot 2024-01-15 165456.png")

comments: author: bartlomiej_jochym
body: I think "is not customer" it's better option, because this rule will work only for dev team. From Dev -\> To customer. Maybe I am wrong.


Tags: cloud

jira-service-management

jira-service-management-cloud
A Case of nerves
Asked by gregory_wallace:

Hello All,

Tomorrow I have a 1hr technical interview for a great company. I'm very nervous to say the least. My skill with Jira is more tactical that anything else. Let me see it and i can do it type of thing. Does anyone have ant tips and or references that can be shared to help me prepare??


Answers:
author: Joseph Chung Yin
body: [@gregory_wallace](/t5/user/viewprofilepage/user-id/5348425) -

Best wishes on your interview. If your skillsets are focusing on being a Site Admins for JSM, then I would strongly recommend you to review the functional side of JSM application -

<https://support.atlassian.com/jira-service-management-cloud/resources/>

Hope the helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
is is possible upgrade from jira 9.4.14 to 9.12.0
Asked by Kevin Crookes:

We are trying to upgrade from Jira core version 9.4.14 to Jira core 9.12.0 on a Linux based operating system but it fails and Jira will not load after we try.  
Is this jump up to 9.12.0 a to big a step?  
If so what is the process that we need to take to get us there?  


Answers:
author: Joseph Chung Yin
body: [@Kevin Crookes](/t5/user/viewprofilepage/user-id/5050406) -

Are you on Data Center setup for your server env? Please note that server env will be de-supported in Feb, 2024 by Atlassian.

So for upgrading to 9.12.x LTS, you need to ensure that you are conducting it from a Data Center env setup based on my understanding.

You should also contact Atlassian Support for further assistance if needed (<https://support.atlassian.com>).

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: jira-service-management

jira-service-management-server

server
Combine Two Filters where one has a date range
Asked by Steve Fitzgerald:

I'm combining two filters using the Project = XXX and filter = yyyy Or filter = ZZZZ. The first filter does not have a date constraint, but the second filter has a date constraint where it's only looking at issues created in the last 30 days.

When I run the filters separately it should result in a count of 45 issues, but when I run then together it (see above) it results in 31 records. Could the date constraint be limiting the results?


Answers:
author: Nic Brough -Adaptavist-
body: Hi Steve,

Your filter looks to me like it is written in natural language, good for us humans, but not logical for the computers, and it is very likely that you are explaining the logic in the inflection and emphasis when you say it out loud. We can get it, the computers do not.

You say

* Project = XXX and filter = yyyy Or filter = ZZZZ

But does that mean what it is written as? Could you mean

* Project = XXX and filter = yyyy **Or** filter = ZZZZ
* Project = XXX **and** filter = yyyy Or filter = ZZZZ

When you have both "and" and "or" in a logic statement (or any statement that mixes the 5 base logic gates other than "not"), humans generally tend to get it wrong.

When talking to a computer about a search, always specify it with parentheses if you mix joined clauses. "A and B and C" or "A or B or C" are both fine as they don't mix. But even if your filter worked ok, it is worth explaining it to other humans. And the computer needs precision (Even our new AI overlords get this horribly wrong). You are trying to run one of these two, but I have no idea which one:

* (Project = XXX and filter = yyyy) Or filter = ZZZZ
* Project = XXX and (filter = yyyy Or filter = ZZZZ)

(FWIW, I know Jira simply reads left to right when you give it a plain filter with no explanation, like every other computer system given no choice, but that tends to lead to a conclusion different to the human one, because we are not logical and like ignoring reality)


author: Kris Dewachter
body: Hi [@Steve Fitzgerald](/t5/user/viewprofilepage/user-id/4820551) ,

Please make sure your JQL where you combine the 2 filters is correctly formatted.

Maybe you can post the JQL here ?

It should look something like this :

Project = XXX and (filter=YYYY OR filter =ZZZZ)

Best regards,

Kris


author: Sebastian Krzewi?ski
body: Hi [@Steve Fitzgerald](/t5/user/viewprofilepage/user-id/4820551)

Did you try to combine all filters in one JQL query?

Regards,

Seba


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset URL
Asked by Keith Courtney:

Hi

Is it possible to change the URL for our assets to be appended with the asset name rather than the Object iD, i need it done this way so my Hardware vendor can print a device label with a QR code that navigates direct to the JIRA Asset ?

<https://mycompany.atlassian.net/jira/servicedesk/assets/object/ASSET-NAME>


Answers:
author: Eugenio Onofre
body: Hi [@Keith Courtney](/t5/user/viewprofilepage/user-id/4604767)

Unfortunately not. The Assets URL rely on their Object IDs and we are not able to change it. You may submit a feature request through <https://support.atlassian.com> but this may take several months as the Atlassian Product Team gather requirements and audience interest before moving forward with the development.

Please remember to accept this response in case it helps you resolve your question as it may also help other community members in the future.

Best Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Email tickets in JSM projetcs
Asked by Ayush Lawania:

We have a JSM project in which we have configured our mailbox to jira, whenever we receive an email, a ticket gets created in the portal but the problem is we are not able to identify whether the emails were directly sent to us or we were cc'd, is there a way to identify that so that we can ignore the tickets in which we were cc'd.


Answers:
author: Kris Dewachter
body: Hi [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132) ,

If you are using the default email account that comes with the JSM project (atlassian.net), then you can not filter those out.

I you have setup your own email address (from ex. Outlook), then you probably can filter those out in the mailserver before they get imported by Jira.

Best regards,

Kris

comments: author: Ayush Lawania
body: [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) yes I have setup an outlook account, how can I filter those tickets?


author: Kris Dewachter
body: H [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132) , unfortunately, I'm not an outlook specialist. Maybe you can check with your system administrator ?


author: Ayush Lawania
body: [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) is there a way in Jira to achieve this?


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service Management for IT Project Management
Asked by Dominik Aigner:

Hi Community!

We think about using Jira Service Management not only for HelpDesk but also for Project Management.

Usually for that I'd use Jira Work Management or Jira Software. But from a licenses perspective we might go better with only using JSM. But I want to have the "full" Project Management possibilities (Kanban, Epics, Timeline, ...) and some Jira Software users need at least be able to add comments to our Project Tasks easily.

But I couldn't find a feature comparison list. Can you give me some advice if we should or should not manage projects in JSM?


Answers:
author: Eugenio Onofre
body: Hi [@Dominik Aigner](/t5/user/viewprofilepage/user-id/5375188)

Welcome to the Atlassian Community!

The main focus of Jira Service Management is managing service-related teams, based on ITSM or Enterprise Service Management (eg: Legal / Finance / HR).

JSM does not offer Epics, Timeline Scrum and other features that Jira Software do.

I would recommend:

* JSM: service teams only
* Jira Software: IT development teams or teams that run SCRUM
* Jira Work Management: product teams

Please remember to accept this response in case it helps you resolve your question as it may also help other community members in the future.

Best Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Customization of Portals
Asked by Osama Al-Areky:

Hello,

Could the portal interface look be customized by example through the use of CSS?

Thank you,


Answers:
author: Deivid Araujo
body: Hi!

At least with Jira Cloud, you can only do customizations described in this article:

<https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-look-and-feel-of-your-help-center-and-portal/>


Tags: cloud

jira-service-management

jira-service-management-cloud