youngmon/atlassian-qna huggingface dataset:
One servicedesk for different projects? Is it a good idea?
Asked by Cindy Poltrock:

```
?
```

Why do I create different service desks for different projects? Why don't I create a service desk for all projects if the projects are similar? Are there technical limitations for a project?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Cindy Poltrock](/t5/user/viewprofilepage/user-id/5398736)

you would seperate Service Desk projects based on Customers (the people who open requests), Agents (the people working on said requests) and related topics.

The only way to restrict one and the same customer to create one type of request but not another is to have them in seperate projects (in Standard JSM anyway).

You have one central Help Desk (Website) for your JSM site. Every project gets it's own portal. Every portal has a set of Request types, can be visible or not, has it's own customers, look \& feel....

So: if for all your projects, the customers are the same, request types are similar and the same group of people are working on the request: no need for seperate projects


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I add the original reporter in JSD as approver?
Asked by Dewi _Andam D_ Maryuni_:

Hi everyone,

I have a problem that I want to create a request type in JSD portal that the original request submitter/reporter in several following step needs to approve the assignee's solution.

Here's the thing, imagine that person A is requesting a service, then -after approval and so on- the PIC or assignee give solution or work on the request, then person A need to approve that "yes, this solving is the one that was needed" or something like that. I already create the workflow for normal flow with steps:

1. person A submit request

2. approval

3. In progress (assignee work on the request)

4. Customer Verification (person A approve the solution)

5. Resolve

I understand that I need to add approval step in Customer Verification step, but haven't figure out how to do it.

Anyone can help me?

Thank you in advance,


Answers:
author: Rilwan Ahmed
body: Hi [@Dewi _Andam D_ Maryuni_](/t5/user/viewprofilepage/user-id/5398521) ,

Welcome to the community !!

**To add approval, you need to modify the workflow. i.e.**

* **Go to Project settings** --\> **Workflows**.
* Click Edit against the required workflow
* change the view to Diagram
* Click on the "Customer Verification" status in your workflow and select**Include approval Step.** Sample workflow screenshot below:   
  ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/299012iC8C2745EE88DEEE0/image-dimensions/201x85?v=v2 "image.png")
* Publish the workflow.

**Please note:**

1. Currently for approvals you are able to select custom user fields as approvers, however you are not able to use the reporter field as a user field for approvals.
2. Create a automation to copy reporter to Approver field when the ticket is transitioned from In progress to Customer Verification status.   
   Your rule should look like below. You can add required conditions in IF  
   ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/299017iDEFB83E40AC113F2/image-dimensions/247x111?v=v2 "image.png")  

comments: author: Dewi _Andam D_ Maryuni_
body: Hi [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) ,

will try this.

Thank you! :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Organization details filtering in queues
Asked by Greg:

On an Organization, we have a Detail called "Region". The goal here is to filter queues using that Region.

![OrgDetails.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/298996iF24F72911FCD787B/image-size/large?v=v2&px=999 "OrgDetails.jpg")

As far as I can see, Organization Details can't be used in queue filters, so I thought we could write this attribute into a custom field on the issue and then filter that way.

I thought I could achieve this through automation to set the issue region based on the organisation region when an issue is created using:

1. A smart value, but it appears Organization Details aren't included as smart values.

2. Accessing the API using Organization Properties, but it seems that organisation properties are different to the Organization Details I'm trying to extract.

Is there any way to achieve this?


Answers:
author: Fernando Eug?nio da Silva
body: [@Greg](/t5/user/viewprofilepage/user-id/5398493) , Welcome to the Atlassian Community!

Please, take a look at this documentation: [Create queues based on customer details \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/create-queues-based-on-customer-details/)

I believe that documentation can help you with build a JQL based on Organization Details.


Tags: cloud

jira-service-management

jira-service-management-cloud
Endpoint Central Integration and automation
Asked by Christopher Lee:

Hi All,

I've just configured the integration for Endpoint Central and am liking it so far. Had a couple queries about some basic functionality for its use within a Ticket itself.

Is it at all possible to have the asset automatically selected based on other fields on the ticket, and so could someone explain how this could be done? *I've attached an image below*

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/298994iDC5E92F6BB805597/image-dimensions/328x409?v=v2 "image.png")

Additonally, has anyone found any documentation on how to automate certain parts of Endpoint central via this App, i've had a look around and I haven't been able to find anything other than the setup documentation.

Thanks all in advance


Answers:
author: Eugenio Onofre
body: Hi [@Christopher Lee](/t5/user/viewprofilepage/user-id/5398496)

Welcome to the Atlassian Community.

To automatically select an asset in a JIRA ticket based on other fields, you can use JIRA's automation features. Please see below some options:

1. **Based on the Reporter Field** : You can configure an Automation rule to populate the Assets object custom field based on the "Reporter" of the ticket. This involves using an AQL query in the Edit Issue action of the Automation rule?  
   <https://confluence.atlassian.com/jirakb/auto-populate-the-assets-object-field-based-on-the-reporter-field-of-the-ticket-1116298907.html>  

2. **Adding Assets Attributes Automatically** : If you have an Assets attribute that identifies a user's building location, for example, you can pull this attribute data and add it directly to a request's details based on the associated user. This method does not require the user to select or even see the field in the request form. The site needs to be its own asset for this to work effectively?  
   <https://community.atlassian.com/t5/Jira-Service-Management/Automatically-add-an-Assets-attribute-to-a-Service-Desk-custom/qaq-p/2327571>  

3. **Linking Asset Objects to Jira Issues** : For scenarios like migrating Assets data or linking object-issue links that are not imported, you can use Automation rules to edit the Asset object custom field. This method might involve using a scheduled automation trigger and setting up workflow transitions to copy unique attributes from the asset type field to a text custom field  
   <https://confluence.atlassian.com/jirakb/workarounds-to-automatically-link-the-asset-object-to-jira-issues-1079345661.html>

Please do not forget to accept this answer in case it helps resolve your issue as it may also help other users from the community in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Allow certain fields to be editable depending on Status
Asked by Jesse Ortega Jr:

I have implemented the solution provided in "[How to only allow certain fields to be editable depending on Status](https://confluence.atlassian.com/jirakb/how-to-only-allow-certain-fields-to-be-editable-depending-on-status-729482680.html)" but it is not working in all statuses. The field to be edited is a custom field that pulls assets. In certain statues the below error is showing:  

![Screenshot 2024-01-04 135212.jpg](/t5/image/serverpage/image-id/298984iA878677D20BC762F/image-dimensions/468x165?v=v2 "Screenshot 2024-01-04 135212.jpg")

The custom field is set global (all issues). What else should I check to resolve the above error?


Answers:
author: Odd_lynice
body: Hi [@Jesse Ortega Jr](/t5/user/viewprofilepage/user-id/3558849)

Please raise a support ticket via [Atlassian Contact Us page](https://support.atlassian.com/contact/#/) \>\> Technical Support so that our Technical support team can look into this error further.

Theodore

comments: author: Jesse Ortega Jr
body: Thanks I have raised a ticket with the support team.


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
What is the difference between the "issue view" and a screen applied to the "view issue" operation?
Asked by Samuel Geurts:

There are (at least) two ways to influence the shown fields when an issue is opened.  

1. The screen that is applied "view issue" in the issue type screen scheme.

2. The issue view, reachable via the request type.  

What is the difference between those sections?  
How should I use them?  

Some fields only are available in the issue view.  
Some fields are added to the screen but are not visibile when an issue is opened.  
Some fields are added to the issue view but are not visible when an issue is opened.  

Of course there is logic behind this. Could someone explain it to me?


Answers:
author: Joseph Chung Yin
body: [@Samuel Geurts](/t5/user/viewprofilepage/user-id/5049357) -

I agreed with other's suggestions. In general, the screens configuration of your JSM project (Create Issue, Edit Issue, and View Issue) provides a list of fields control - Project settings \>\> Screens.

On the other hand, Project settings \>\> Request Types' Issue View is focus on the fields layout when one accesses the issue via the project UI. By default, if a field is not populated, then it will not be displayed.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Rebekka Heilmann _viadee_
body: Hi [@Samuel Geurts](/t5/user/viewprofilepage/user-id/5049357)

Great question!

Actually, there is a bit of a difference.

The "Issue view" is connected to only one request type and overrides the Screen of the Issue Type (to a certain extent, that's where [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) 's explanation comes into play ).

You can create issues in a Service Project without providing a request type. That's where the "classic" configuration comes into play.

The "issue view" will be different for one and the same issue type, if it's used with several request types.


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

There's no difference, the two phrases refer to the "view" "screen" (a "screen" is an ordered list of fields to present when the issue is rendered in the full view, create, or edit mode)

The issue view screen shows a list of all the fields you have configured to appear on it. However, Jira rearranges a lot of the fields, mainly the system fields, so that they appear in their own related sections. The view screen definition ignores the ordering of fields.

In a lot of cases, if a field is empty, it will not be shown, even if it is listed in the screen.


Tags: cloud

jira-service-management

jira-service-management-cloud
Some users not seeing all fields on form
Asked by Laura Minniear:

We have a custom ticket type called Ops. The create form has a mix of standard fields and custom fields.

We have a single user who is unable to see some of the fields of both types - standard (Priority) and custom (Ops Issue Reason Category, Store Merchant. This has never happened before with any user.

The user has the exact same permissions as other users who have all fields.

Any idea what might be causing this?

Both are in the same Service Desk project, using the same ticket type.

![User1-Correct-marked.png](/t5/image/serverpage/image-id/298981iDD82382DF4FE8071/image-size/large?v=v2&px=999 "User1-Correct-marked.png")![User2-Incorrect.png](/t5/image/serverpage/image-id/298982i4B2941DF78D049C3/image-size/large?v=v2&px=999 "User2-Incorrect.png")


Answers:
author: Mikael Sandberg
body: If yo look at the last screenshot you posted the Use request type fields option is enabled, so if the fields you are expected to are not on the request type then they will not show up when that option is enabled. You can add the fields by going to Project settings \> Request types and then select the Operations request and make sure the fields are added under the Request form tab.

comments: author: Laura Minniear
body: It is enabled for both users, and both users have the same Request type set.


author: Laura Minniear
body: I take that back - User 1 had it disabled, they misunderstood my question when I asked. This did it. Thank you!

![Screen Shot 2024-01-05 at 6.34.11 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/299102iB4715AE457AFA7A5/image-size/large?v=v2&px=999 "Screen Shot 2024-01-05 at 6.34.11 AM.png")


author: Marc - Devoteam
body: Hi [@Laura Minniear](/t5/user/viewprofilepage/user-id/4211690)

I agree with [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

But can the user not seeing the fields check the 2 dots on the create screen, are all fields visible or has the user set only certain fields to be visible on the screen.

As this is a user setting, this could be a reason as well.

![Screenshot 2024-01-05 at 11.08.03.png](https://community.atlassian.com/t5/image/serverpage/image-id/299048i330087C513400024/image-size/large?v=v2&px=999 "Screenshot 2024-01-05 at 11.08.03.png")

comments: author: Laura Minniear
body: "Show fields" did not do anything - only had "Summary" grayed out.


author: Marc - Devoteam
body: Hi [@Laura Minniear](/t5/user/viewprofilepage/user-id/4211690)

Only summary greyed out and no other fields, that means the user probably doesn't have enough rights.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to migration the Bitbucket pull-request information that stored in the Jira user story?
Asked by wesley wang:

Our company is using Jira Server and Bitbucket Server, and we build connection between them. So we create Bitbucket branch from the Jira user story item to track the branch \& pull-request in the Jira item. Just like below image:

![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/208289iB96AFEDBCD3520E4/image-size/large?v=v2&px=999 "1.png")

In the near feature we will migrate both Jira and Bitbucket to Cloud. I want to ask whether the above history data still works well after the migration and rebuilding connection? If I click the pull-request in Jira Cloud, can I be navigated to Bitbucket Cloud?


Answers:
author: Syahrul
body: Hello, [@wesley wang](/t5/user/viewprofilepage/user-id/4995926)

Welcome to the community.

The connection will be the same for the Cloud version if you migrate your Jira server first and the **Project name** remains the same.

Once your Jira migration is complete, you can start migrating your Bitbucket server to the cloud and re-establish the Jira integration by installing the integration as our KB [here](https://support.atlassian.com/bitbucket-cloud/docs/connect-bitbucket-cloud-to-jira-software-cloud/)

Once the integration is installed, it should re-link everything as your server environment.

Cheers,  
Syahrul


Tags: bitbucket-cloud

bitbucket-server

migration
unable to clone repo
Asked by Allen Chen:

Hi, I got errors below when I try to clone repo.

Anyone has any idea about that? Thanks!

# ssh -Tvvv git@bitbucket.org  
OpenSSH_8.6p1, LibreSSL 3.3.6  
debug1: Reading configuration data /etc/ssh/ssh_config  
debug1: /etc/ssh/ssh_config line 21: include /etc/ssh/ssh_config.d/\* matched no files  
debug1: /etc/ssh/ssh_config line 54: Applying options for \*  
debug3: expanded UserKnownHostsFile '\~/.ssh/known_hosts' -\> '/Users/allen/.ssh/known_hosts'  
debug3: expanded UserKnownHostsFile '\~/.ssh/known_hosts2' -\> '/Users/allen/.ssh/known_hosts2'  
debug1: Authenticator provider $SSH_SK_PROVIDER did not resolve; disabling  
debug1: Connecting to bitbucket.org port 22.  
debug1: Connection established.  
debug1: identity file /Users/allen/.ssh/id_rsa type 0  
debug1: identity file /Users/allen/.ssh/id_rsa-cert type -1  
debug1: identity file /Users/allen/.ssh/id_dsa type -1  
debug1: identity file /Users/allen/.ssh/id_dsa-cert type -1  
debug1: identity file /Users/allen/.ssh/id_ecdsa type -1  
debug1: identity file /Users/allen/.ssh/id_ecdsa-cert type -1  
debug1: identity file /Users/allen/.ssh/id_ecdsa_sk type -1  
debug1: identity file /Users/allen/.ssh/id_ecdsa_sk-cert type -1  
debug1: identity file /Users/allen/.ssh/id_ed25519 type -1  
debug1: identity file /Users/allen/.ssh/id_ed25519-cert type -1  
debug1: identity file /Users/allen/.ssh/id_ed25519_sk type -1  
debug1: identity file /Users/allen/.ssh/id_ed25519_sk-cert type -1  
debug1: identity file /Users/allen/.ssh/id_xmss type -1  
debug1: identity file /Users/allen/.ssh/id_xmss-cert type -1  
debug1: Local version string SSH-2.0-OpenSSH_8.6  
kex_exchange_identification: read: Operation timed out  
banner exchange: Connection to 104.192.141.1 port 22: Operation timed out


Answers:
author: Syahrul
body: Hello, [@Allen Chen](/t5/user/viewprofilepage/user-id/4995910)

Welcome to the community.

Based on the error log, I believe the connection was blocked by your firewall hence its timing out. SSH is unable to establish the connection on port 22  

```
kex_exchange_identification: read: Operation timed out
banner exchange: Connection to 104.192.141.1 port 22: Operation timed out
```

I would suggest checking this with your Network team to see if there are any firewall rules that are blocking the connection and whitelist our IPs

[What are the IP addresses to configure a corporate firewall?](https://support.atlassian.com/bitbucket-cloud/docs/what-are-the-bitbucket-cloud-ip-addresses-i-should-use-to-configure-my-corporate-firewall/)

Cheers,  
Syahrul


Tags: bitbucket-cloud

cloud
How to create a sequential label in a field
Asked by Gustavo Gabriel Riva:

Guys, I would like to know how to create a sequential label within Jira so that when the ticket is opened, it creates a sequential numbering


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

This came up the other day - the answers include a method to do it and the reasons that it is a terrible idea. See <https://community.atlassian.com/t5/Jira-Software-questions/Create-a-new-issue-and-assign-unique-number-text-to-custom-field/qaq-p/2569056>

comments: author: Gustavo Gabriel Riva
body: Thanks Nic


author: Rebekka Heilmann _viadee_
body: Hi [@Gustavo Gabriel Riva](/t5/user/viewprofilepage/user-id/4705090)

The issue ID is a sequential number per project provided by Jira without any extra work ;) what do you need extra numbering for?

comments: author: Gustavo Gabriel Riva
body: ++I need to create a custom field and place an EX pattern inside it. GM-01 and every time a ticket is created it continues the sequence++


Tags: cloud

jira-service-management

jira-service-management-cloud
Repositories Missing
Asked by Robert Robert:

I seem to have lost all my private repositores and it seems that I got a new workspace username?

Could someone help me with this?


Answers:
author: Nic Brough -Adaptavist-
body: You will need to talk to your administrators - if you have a new user name and have lost access to the old account, you will need them to make your repositories available to the new account.

comments: author: Robert Robert
body: Hey Nic,

Thanks for the reply!

These repositories were hosted on the publically available bitbucket.org instance not an internal company instance :(

Do you know if there is an atlassian contact I can reach out to?


author: Nic Brough -Adaptavist-
body: It's the same answer - you need to talk to the administrators of your bitbucket system.


author: Robert Robert
body: Given that it's the publically hosted instance of bitbucket.org who else would be the administrator?

I was the previous owner of the account and it held all my own private repositories.

This wasn't a bitbucket account that was "owned" by a company or another entity.

Either way, I found a place to submit a support ticket, we'll see what they say.


author: Nic Brough -Adaptavist-
body: I can't tell you who your administrators are.

I think you might be missing a couple of points here.

It doesn't matter whether Bitbucket is private or public, there are many instances of it with differing accessibility, set within each install. The owners of each site (the admins) get to say who has access. Atlassian are, of course, the super-users for Cloud sites, but they only grant access to the owner (administrators) of the site, the people who are paying for the service.

You have two accounts, and a set of Bitbucket repositories/projects in one Bitbucket site.

Your repositories have not gone anywhere, but you are just trying to use your new account to get into them, and your new account does not yet have access. Your old account still does.

Your choices are

* Get the admins to add your new account so it can access the old repositories
* Use your old account to get to them


Tags: bitbucket-cloud

cloud
Repository is over the size limit (4 GB) and will not accept further additions.
Asked by Krishna Kishore Durgasi:

Hi There,

We've a trouble pushing changes to the remote repository with below error although we didn't upload any larger files recently.

```
remote: Repository is over the size limit (4 GB) and will not accept further additions.
```

Could you please run a GC to resolve this issue.

Thanks,

Krishna


Answers:
author: Krishna Kishore Durgasi
body: This is resolved after removing some larger files(assets) by our Dev's


Tags: bitbucket-cloud

cloud
How can I pull a file?
Asked by Ekundayo Collins Jide:

Hello, I'm working on a project with my team, and I'm looking to pull a file to my local computer so that I can work on it but I'm finding it difficult to achieve this.   

Thanks!


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

What do you mean by "pull"?


Tags: bitbucket-cloud

cloud