youngmon/atlassian-qna huggingface dataset:
When a person is tagged in the comments by giving @ I can see the 2 usernmaes and email is shown
Asked by Asiya fathima:

When a person is tagged in the comments by giving @ I can see the 2 usernames and email is shown in the drop down. Where i can see that there is only 1 user in the crowd and the jira user management.


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Asiya fathima](/t5/user/viewprofilepage/user-id/5164840)

Duplicate users means that both users exist in different user directories. As I understand your user db is crowd.

Please check if this user exist in your local jira db or other user db that you are using.

Regards,

Seba

comments: author: Asiya fathima
body: Hi Seba,

I checked in the sql database it has only 1 entry.

Regards,

Asiya


author: Sebastian Krzewi?ski
body: How about customers in JSM project? Does user exist there?


author: Asiya fathima
body: Hi Sebastian,

User exist in JSM user management.

Regards,

Asiya


author: Ste Wright
body: Is the user a customer there though, alongside the user directory version?

Ste


author: Asiya fathima
body: Hi Stephan,

The user is an external and he is in both crowd and Jira.![Screenshot 2024-03-18 140925.png](https://community.atlassian.com/t5/image/serverpage/image-id/312636i3C9AC1531B337A90/image-size/large?v=v2&px=999 "Screenshot 2024-03-18 140925.png")

Regards,

Asiya


author: Ste Wright
body: Hi [@Asiya fathima](/t5/user/viewprofilepage/user-id/5164840)

Is the user also added as a Customer in the JSM Project?

Or just available in the Crowd/Jira setup?

Ste


author: Asiya fathima
body: Hi Stephen,

The user is added as a user in the user roles for a project He is also available in Jira as well as crowd.

Regards,

Asiya


author: Asiya fathima
body: Hi Stephan,

were you able to find any solution?

Regards,

Asiya


author: Ste Wright
body: Hi [@Asiya fathima](/t5/user/viewprofilepage/user-id/5164840)

It's likely they're available in two locations.

If you're unable to find this though, perhaps contact Atlassian for additional support. You can do that here - <https://support.atlassian.com/contact/#/>

Ste


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
how to flag customer support ticket in jira?
Asked by Adil Parmar:

how to flag customer support ticket in jira?


Answers:
author: Tansu Akdeniz
body: Hi [@Adil Parmar](/t5/user/viewprofilepage/user-id/5195176)

Flagging is only available in Jira Software: [Flag an issue](https://support.atlassian.com/jira-software-cloud/docs/flag-an-issue/)

For JSM requests, as a workaround, you can use existing labels or components fields or create a custom checkbox field.


Tags: cloud

jira-service-management

jira-service-management-cloud
Auto Assign
Asked by Luis Andino Rodriguez:

Im lookin g to auto assign issues as they come base on workload but the team schedule is also dynamic with some team members come in later than others. Is there a way for me to auto assign based on workload and schedule.


Answers:
author: Dan Breyen
body: Hi Luis, scheduling by balanced workload is an Automation Template. I found this community article on [assigning by schedule](https://community.atlassian.com/t5/Jira-Service-Management-articles/Assign-requests-to-agents-based-on-the-hour-of-the-day-on-call/ba-p/2553353) could be used to build on that. I'm no expert on automation, but that article looks pretty promising.

Hope that helps.

comments: author: Luis Andino Rodriguez
body: Awesome thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Email response
Asked by Luis Andino Rodriguez:

Is it possible to make it so that email responses to any email request includes an email signature and looks/feels like an email


Answers:
author: Brant Schroeder
body: [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614) You can make basic changes to the customer emails. You can update the template so that the email has a signature, etc. Here is how to edit the template: <https://support.atlassian.com/jira-service-management-cloud/docs/change-the-look-and-feel-of-customer-notifications/> If you would like to make additional changes you will need to use an app like [JEMH](https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?tab=overview&hosting=cloud) from the Atlassian marketplace.


Tags: cloud

jira-service-management

jira-service-management-cloud
Plug-in for internal ticket evaluation
Asked by Kris Phipps:

We're looking for a utility that will allow us to internally evaluate and grade our JSM tickets. Ideally managers will be able to review a selection of tickets from a given agent, and then evaluate those tickets for a number of metrics. These evaluations would then be collated to aid with agent feedback.

We're not looking for CSAT options. Any thoughts on how to approach this? 3rd party add-ins or use of internal Jira components?


Answers:
author: Kris Phipps
body: We aren't so much looking to track customer satisfaction here, as we are to evaluate the quality of the service our agents provide. We'd like to grade them on a number of metrics and produce a scorecard from that. Closest thing on the marketplace I've seen is:  
[https://marketplace.atlassian.com/apps/1222001/employee-performance-ratings?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1222001/employee-performance-ratings?hosting=cloud&tab=overview)

That app has the base functionality we're looking for. But to really be helpful, the app would help us to narrow down the ticket selection process. AI to evaluate the tone of our agent's writing would also be a plus.


author: Ste Wright
body: Hi [@Kris Phipps](/t5/user/viewprofilepage/user-id/5102769)

There is a native option for this, see here: <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-customer-satisfaction-surveys-csats/>

You can also report on those scores here: <https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/>

---

Alternatively, you could check out options on the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=csat), such as...

* [Surveys for Jira Service Management](https://marketplace.atlassian.com/apps/1226239/surveys-for-jira-service-management?hosting=cloud&tab=overview)
* [AI Insights for Jira Service Management](https://marketplace.atlassian.com/apps/1224025/ai-insights-for-jira-service-management?hosting=cloud&tab=overview)
* [Service Quality AI Report](https://marketplace.atlassian.com/apps/1232729/service-quality-ai-report-for-jira-service-management?hosting=cloud&tab=overview)
* [Customer Satisfaction Survey for Jira](https://marketplace.atlassian.com/apps/1215212/customer-satisfaction-survey-for-jira?hosting=cloud&tab=overview)
* ...etc

---

Let us know your thoughts!

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Cannot add article to knowledge base
Asked by Tony Nagle:

I am just setting up My Jira Service Management. I have a direct link with Confluence (free). When I try to add a KB article I get an error stating that an article cannot be created at this time. Try again later. What am I doing wrong?


Answers:
author: Tony Nagle
body: Figured it out. I had to 1st state Who Can View as All Users then 2nd change Who Can Edit to Service Project Users.

![Jira KB permissions.png](https://community.atlassian.com/t5/image/serverpage/image-id/312177i9F00252BF492D3E9/image-size/large?v=v2&px=999 "Jira KB permissions.png")

comments: author: Tony Nagle
body: This is in Project Settings/Knowledge Base


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I edit name of request type in JSM?
Asked by shivani shirguppi:

How can I edit name of request type in JSM? without duplicating


Answers:
author: Dan Breyen
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) go into your Project Settings, and select 'Request Types'. then click on the Work Category that it is (Service Requests, Incidents, etc). I have Service Requests, so I'll click on Service Requests. Then when all of my Service Requests page opens, I click on the Request type name to load that specific Service Request, then click on the name on the Request form, and change the name to what I want it to be.

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
N?o estou conseguindo editar o portal de ajuda
Asked by Danilo Dias:

N?o consigo ligar meus tipos de pedido com o t?pico criado.

Conforme a imagem um, eu j? tenho o portal criado e t?pico de problemas tamb?m, entretanto, conforme podem verificar na imagem 2, ![Tela 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/312162iBBFF581BA00296F8/image-size/large?v=v2&px=999 "Tela 2.png")![Tela um.png](https://community.atlassian.com/t5/image/serverpage/image-id/312163i0ECAD269736E9221/image-size/large?v=v2&px=999 "Tela um.png")quando eu clico para adicionar o tipo de pedido no t?pico, ele n?o aparece nada.


Answers:
author: Ste Wright
body: Hi [@Danilo Dias](/t5/user/viewprofilepage/user-id/5452988)

Just confirming the simple things first - are you listed as a member of this Service Desk Team / as a Project Admin?

Ste

---

And in Portuguese, according to Google Translate...

Apenas confirmando primeiro as coisas simples: voc? est? listado como membro desta equipe de Service Desk/como administrador de projeto?

comments: author: Danilo Dias
body: Boa tarde, Stephen. Desculpe a ingno?ncia e demora, mas era isso mesmo, n?o era Administrador. Muito obrigado!


author: Ste Wright
body: No worries, glad it is resolved!

If this answer was correct, could you accept it? That helps others who find this question in future know it could help them too :)

Ste

---

And in Portuguese, according to Google Translate...

N?o se preocupe, que bom que foi resolvido!

Se esta resposta estivesse correta, voc? poderia aceit?-la? Isso ajuda outras pessoas que encontrarem essa pergunta no futuro a saberem que isso tamb?m pode ajud?-las :)


Tags: cloud

jira-service-management

jira-service-management-cloud
I deactivated trial version, but my group lost access to the workspace
Asked by Shymanska Hanna:

I can not add them because whenever I try to do so I receive a message that they are blocked


Answers:
author: Ste Wright
body: Hi [@Shymanska Hanna](/t5/user/viewprofilepage/user-id/5452987)

Going to need a little more information to assist you here :)

What's the specific error users receive?

Ste

comments: author: Shymanska Hanna
body: Thank you a lot for your response!

The access to the organization was stopped and it happened automatically. Eventually, I managed to renew an access and the problem was fixed.


Tags: cloud

jira-service-management

jira-service-management-cloud
Container 'Build' exceeded memory limit.
Asked by ???:

I Always got "Container 'Build' exceeded memory limit."  

On logs:  
The build failed because the process exited too early. This probably means the system ran out of memory or someone called \`kill -9\` on the process.  

Any suggestion?  

<br />

# bitbucket-pipelines.yml  

```
image: node:16.15.0

# Workflow Configuration

options:
  max-time: 30
  size: 2x

definitions:
  services:
    docker:
      memory: 512

pipelines:
  branches:
    dev:
      - step:
        name: Deploy to Development
        deployment: Development
        caches:
          - node
        script:
          - echo $APP_NAME > env/.env
          - echo $APP_NAME > env/.env
          - ...
          - export NODE_OPTIONS=--max_old_space_size=8192
          - npm install
          - npm test
          - npm run build:dev
definitions:
  caches:
  node: src/node_modules
```


Answers:
author: Mark C
body: Hi [@???](/t5/user/viewprofilepage/user-id/5130576)

Welcome to the community.

Based on the **max_old_space_size** option, you're using **8192 or 8 GB** size for executing NPM.  
I'm suspecting **8 GB** for a specific process is quite a bit high.

Would it be possible for you to try to use **1024** (1 GB) instead?

```
export NODE_OPTIONS=--max_old_space_size=1024
```

Let me know how it goes.

Regards,  
Mark C


Tags: bitbucket-cloud

cloud
Unrelated branches!!!!These branches have no common ancestor.
Asked by Vinayakam R K:

attempting to merge two branches, yet this cannot be taking place.

What ought to be the rationale?


Answers:
author: Erez Maadani
body: Hey [@Vinayakam R K](/t5/user/viewprofilepage/user-id/5032608)

In order to do smart merges, git looks on previous commits to understand which changes to choose from each branch. Without a common ancestor, git won't have a starting point for the merge and won't be to update the commit tree correctly.

You can try solving this issue using git cherry-pick the selected commits or git show and git apply to apply the code changes without updating the commit tree.


Tags: bitbucket-cloud

cloud
Stopped receiving email notifications
Asked by Michal Szabo:

Hi,

I am not receiving any email notifications. Pull request, mentions, watched repos, etc. Can you take a look at that please?

Thank you,

Michal


Answers:
author: Theodora Boudale
body: Hi [@Michal Szabo](/t5/user/viewprofilepage/user-id/5160833) and welcome to the community!

Your email address was in one of our suppression lists because we received a hard bounce response from your mail server when we attempted to send you an email a few days ago.

I went ahead and removed your email address from the suppression list.

Can you please keep an eye and let me know if the issue is resolved now?

Kind regards,  
Theodora

comments: author: Michal Szabo
body: Works like a charm

Thank you Theodora! :)


author: Theodora Boudale
body: That's good to hear Michal and you are welcome.

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


author: Carlos Ramirez
body: [@Michal Szabo](/t5/user/viewprofilepage/user-id/5160833)

I have the same problem, so h/ow can know if my email is the suppresion list?

Thank you


Tags: bitbucket-cloud

cloud
Repository size 4.56 GB of 4 GB
Asked by unlimiteye:

i am not able to remove large file , hiw can i delete them?


Answers:
author: Ben
body: G'day!

I've just executed a garbage collection in the backend on your repository, it has reduced from 4.56GB to 3.4GB so no longer exceeds the limit.

You and any other users with access to that repository will need to perform a fresh clone before committing more work to prevent old refs from being pushed back and inflating the size further.

Please refer to our documentation to lower the size further if this is something you would like to do:  
<https://support.atlassian.com/bitbucket-cloud/docs/reduce-repository-size/>

Cheers!

- Ben (Bitbucket Cloud Support)


author: Fabio Racobaldo _Herzum_
body: Hi [@unlimiteye](/t5/user/viewprofilepage/user-id/5160394) and welcome,

please take a look to the following how-to article <https://support.atlassian.com/bitbucket-cloud/docs/reduce-repository-size/>

Fabio


Tags: bitbucket-cloud

cloud
Guidance for using BitBucket for storing scripts
Asked by Lon Landry:

Hi Community,

We do not require any of the collaborative features of BitBucket. We are looking for a way to store code in a secure area that can be searched later. BitBucket is a tool we have available.  

Any best practices around this topic?


Answers:
author: Aron Gombas _Midori_
body: Unclear question. Bitbucket can indeed "store code in a secure area that can be searched later".

What is the exact question?


Tags: bitbucket-cloud

cloud
Maintaining reviewer groups
Asked by Stacy Haller:

Hello -

I'm probably doing something wrong, but we started using default reviewers and reviewer groups in our Bitbucket Date Center instance.

I just received a request to add a user to a reviewer group, so I went to "groups" and added the user. The requester did a pull request and the reviewer group did NOT contain the newly added user.

I had to into each project/repo that had the reviewer group and edit it there to add the new user.

Am I missing something? Thanks in advance for any assistance.


Answers:
author: Ulrich Kuhnhardt _IzymesCo_
body: Hi Stacey,

sorry for the late reply. I understand that you have added a new user to a (reviewer?) group. Did you add the user to a group in the global Bitbucket user directory or to a repository/project reviewer group?

Out of the box Bitbucket does not provide directory based groups for selection when creating pull requests. Project and repository reviewer groups however should show up in the pull request reviewer input field when you create a pull request.

![Screenshot 2023-11-09 at 15.12.59.png](https://community.atlassian.com/t5/image/serverpage/image-id/290864iDEFB694054B35BB0/image-size/large?v=v2&px=999 "Screenshot 2023-11-09 at 15.12.59.png")

I recommend defining project-level reviewer groups as they are inherited by each repository in the project. You will have far less duplication and busy-work than maintaining the reviewer groups on repository level.

If you would like to define your reviewer groups on user and group directory level (this can be your company active-directory or the Bitbucket internal global user directory) _and_ use these groups as default pull request reviewers groups on project or repository level you could use [Workzone for Bitbucket](https://marketplace.atlassian.com/apps/1211303/workzone-pullrequest-workflow?hosting=datacenter&tab=overview) that we have developed for our enterprise clients.

If configured, Workzone will add members of directory-based groups as pull request reviewers [automatically](https://izymes.com/2017/02/19/how-reviewer-groups-can-streamline-your-pull-request-process/) when a pull request is created. In case users move teams (change groups) or leave the organization entirely you or your admin only need to update the global directory and Workzone configured reviewer groups will reflect these changes automatically!

Either way, I hope I was able to help out.

Cheers, Ulrich

// [Izymes](https://marketplace.atlassian.com/vendors/1210584/izymes-pty-ltd)


Tags: bitbucket-server

server
Is there a way to pull a private ECR image using OIDC?
Asked by David Bronke:

The `atlassian/aws-ecr-push-image:2.0.0` image allows us to push to a private ECR repository using OIDC for authentication, but we'd also like to be able to pull a base image from the same repository. Is there a way for us to do that?


Answers:
author: Igor Stoyanov
body: [@David Bronke](/t5/user/viewprofilepage/user-id/5160610) hi. Thanks for your question.   
Try [Use AWS ECR images in Pipelines with OpenID Connect](https://support.atlassian.com/bitbucket-cloud/docs/use-aws-ecr-images-in-pipelines-with-openid-connect/) guide, maybe it is your case.  

Regards, Igor

comments: author: David Bronke
body: No, that's not our use case; that's just for using an image from an ECR repo to run a given step. Instead, we need to pull an image from an ECR repo inside a step, and use it as the base image for a new docker build.


author: Igor Stoyanov
body: [@David Bronke](/t5/user/viewprofilepage/user-id/5160610) You could try the next approach:

* install aws-cli in the step
* aws authenticate docker to an Amazon ECR
* docker pull the image from ecr

Additional links: [Pulling an image](https://docs.aws.amazon.com/AmazonECR/latest/userguide/docker-pull-ecr-image.html) , [Private registry authentication](https://docs.aws.amazon.com/AmazonECR/latest/userguide/registry_auth.html)   

To install aws-cli:

```
script:
  - curl "https://awscli.amazonaws.com/awscli-exe-linux-x86_64-2.2.9.zip" -o "awscliv2.zip" && unzip awscliv2.zip
  - echo 'c778f4cc55877833679fdd4ae9c94c07d0ac3794d0193da3f18cb14713af615f awscliv2.zip' | sha256sum -c - && ./aws/install
```

Regards, Igor


Tags: aws

bitbucket-cloud

bitbucket-pipelines

cloud
Curl payload request to trigger a pipeline
Asked by Bernardo Garc?a:

Hi community

I want to send a curl request to trigger a pipeline in one of the repositories we managed, the curl command is this, based on the api reference docs <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-pipelines/#trigger-a-custom-pipeline-with-variables>   

```
curl -X POST -is -u "$BITBUCKET_USERNAME":"$BITBUCKET_APP_PASSWORD" \
--header 'Content-Type: application/json' \
https://api.bitbucket.org/2.0/repositories/<workspace>/<repository>/pipelines/ \
--data '
  {
    "target": {
      "ref_type": "branch",
      "type": "pipeline_ref_target",
      "ref_name": "develop",
      "selector": {
        "type": "custom",
        "pattern": "Deploy to integration"
      }
    },
    "variables": [
      {
        "key": "NAMESPACE",
        "value": "enrx_org_013"
      },
      {
        "key": "URL",
        "value": "https://api.xx.xxx.net/"
      },
      {
        "key": "KID",
        "value": "xxxxx"
      }
    ],
    "WAIT": true
 }'
```

But I got this error  

```
{"error": {"message": "Bad request", "detail": "bitbucket-pipelines.yml not found.", 
"data": {"key": "result-service.pipeline.yml-not-found", "arguments": {}}}}
```

It is like the \`bitbucket-pipelines.yml\` wouldn't exist in the repository where I am trying to trigger the pipeline, but it does. Could be that apparently the payload I am providing on the curl command is incorrect in somehow?  
How can I get this curl request properly formed?


Answers:
author: Bernardo Garc?a
body: Got it. At the selector attribute, in the \`pattern\` sub key I had to provide the name of the existing pipeline on \`bitbucket-pipelines.yml\` file I want to be called to be executed on the request.  

I was doing this   

```
"selector": {
   "type": "custom",
   "pattern": "Deploy to integration"
 }
```

I need to do this  

\`\`\`  
"selector": {  
"type": "custom",  
"pattern": "\<pipelinename-to-be-called\>"  
}  
\`\`\`


Tags: bitbucket-cloud

cloud
Bitbucket pipeline firewall, access to external IP
Asked by Vitalii Vereta:

Hi All,

I want to send a curl request to my company's server inside a pipeline.  
I suppose there is some kind of firewall

My simplified yaml:  

```
image:
name: gcr.io/...
username: _json_key
password: '$GCR_JSON_KEY'
pipelines:
custom:
test:
 - step:
name: Test
script:
 - ping -c 4 google.com
?
```

Have I missed something?


Answers:
author: Georgii Zemlianyi
body: Hi [@Vitalii Vereta](/t5/user/viewprofilepage/user-id/5160552) , that's a great question! You can try using your company's proxy to resolve the issue.

```

pipelines: 
  default: 
   - step: 
     name: Build and Push 
     script:
       - export HTTP_PROXY: "http://username:password@proxy2.domain.com" 
       - export HTTPS_PROXY: "http://username:password@proxy2.domain.com"
       - docker build --build-arg HTTP_PROXY="http://proxy.example.com:3128"?
```


author: Theodora Boudale
body: Hi Vitalii and welcome to the community!

What is the output that you get from the curl command in your Pipelines build?

Bitbucket Pipelines do not block requests to external servers. If your company's server is behind a firewall that blocks connections, you may need to whitelist the IP addresses used by Pipelines build environments:

* <https://support.atlassian.com/bitbucket-cloud/docs/what-are-the-bitbucket-cloud-ip-addresses-i-should-use-to-configure-my-corporate-firewall/#Valid-IP-addresses-for-Bitbucket-Pipelines-build-environments>

Kind regards,  
Theodora


Tags: bitbucket-pipelines

cloud