youngmon/atlassian-qna huggingface dataset:
comment - field in workflowscreen - use pre-formulated answers and/or set standard-text
Asked by dahu:

Hello Everybody,

I have a screenmask called workflowscreen which is shown, when manually the status is changed.

In the workflowscreen is a comment field to set a comment for customer or intern.

But this comment field got not the functionality like the comment - filed in my Agent - Issue - screen. There I got a Button to set pre-formulated answers or I can type the text "/vorformuliert" (= /pre-formulated) into the comment - field to choose a pre-formulated answer. And there ist a standard-text deposited (but not by me).

How can I get the functionality of pre-formulated answers to the comment-field in the workflowscreen and how can I set there a standard text.

Best Regards,

Daniel Hundeck![agent-issue-view.png](/t5/image/serverpage/image-id/300262i840159CE9C7ACF0C/image-size/large?v=v2&px=999 "agent-issue-view.png")


Answers:
author: Eugenio Onofre
body: Hi [@dahu](/t5/user/viewprofilepage/user-id/5366058)

Unfortunately there is no way to add the "canned responses" functionality to the issue transition screen. So far, this functionality is only available on the default comment section of every issue.

My suggestion would be adjusting the ways of working of the team to first add the canned response and, after having this added, doing the status transition.

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

Best Regards,  
Eugenio

comments: author: dahu
body: Hi Eugenio,

thank you very much for your answer, I will do like you suggested.

Best Regards,

Daniel


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira cloud is creating new tickets when receiving new mails instead of adding mails as comments
Asked by Pierre CARRAZ:

Hello,

We have migrated 2 days ago to Cloud instance (previously we were running a server instance).

After this migration, we have noticed that from time to time, Jira cloud is creating new tickets when receiving mails instead of adding mails as comments to an existing ticket.

As our server instace is still running and receiving the same mails, we have noticed that the server instance is adding the mails as comments and so having the expected behavior.

What can be the cause of this behavior on the Cloud instance ?

What should we check/change ?

Thanks in advance for your support.

Regards


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Pierre CARRAZ](/t5/user/viewprofilepage/user-id/5402666) and welcome to the community!

Have you checked if the following setting is correct:

![Screenshot 2024-01-12 094649.png](https://community.atlassian.com/t5/image/serverpage/image-id/300246iEE4F8011160FFE71/image-size/large?v=v2&px=999 "Screenshot 2024-01-12 094649.png")

You find it under Settings (Jira Admin Settings) \> Products \> Jira Service Management. Default is no, it should be set to "Yes" if you want responses added as comments.

comments: author: Pierre CARRAZ
body: Hi [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395)

Many thanks for your prompt reply that solved our problem


Tags: cloud

jira-service-management

jira-service-management-cloud
Does JIRA CLI work with JSM?
Asked by craigsparks37:

We are in the process of building a bot that needs to read and update JSM tickets (Jira tickets) and currently it is being done thru web automation, but depending on traffic sometimes faults due to slow responses etc.

I would like to know if it is possible to search JSM,

example tickets after certain ticket numbers, in categories, and status' and then add comments, change status' and assign users

using the JIRA CLI?

Thanks a mil.


Answers:
author: Eugenio Onofre
body: Hi [@craigsparks37](/t5/user/viewprofilepage/user-id/5403888)

Welcome to the Atlassian Community.  
When you mention Jira CLI, I assume we are talking about the [Marketplace Plugin](https://marketplace.atlassian.com/apps/6398/jira-command-line-interface-cli?tab=overview&hosting=cloud).

According to their documentation, it is possible to use the CLI with JSM:  
<https://appfire.atlassian.net/wiki/spaces/JCLI/overview>

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

Best Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
What is the duration of session timeout for Jira Service management Portal?
Asked by Venkat Jira Admin:

Hi,

What is the duration of session timeout for Jira Service management Portal in Cloud Premium?

Thanks.


Answers:
author: Eugenio Onofre
body: Hi [@Venkat Jira Admin](/t5/user/viewprofilepage/user-id/5081465)

By default, session timeout is 8 hours but you can change this configuration in the admin settings if needed. To do so, please follow steps below:

1. Go to [admin.atlassian.com](http://admin.atlassian.com/). Select your organization if you have more than one.

2. Select **Security** \> **Authentication policies**.

3. Select **Edit**for the policy you want to modify.

4. On the **Settings** page, select length of time for **Idle session duration.**

It can be as less as 15 minutes and as much as 30 days.

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

Best Regards,  
Eugenio

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

Thanks for the reply,

We have added idle session (A session is idle when users don't interact with the product during that period of time.) duration but session timeout is different. I am asking about Session timeout (Login and logout time). I would like to know about session timeout (Session timeout is*end a session after a certain period of duration (which is not related with Idle or not)) in Jira service management Portal.*


author: Eugenio Onofre
body: Hi [@Venkat Jira Admin](/t5/user/viewprofilepage/user-id/5081465)

Unfortunately, I could not find any official documentation about the session timeouts.  
If you are a premium user, I strongly suggest raising a support case with Atlassian at <https://support.atlassian.com> so the Support Team can assist you better.

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

Best Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we see the affected services in the service portal in customer role
Asked by Rupali Mohanty:

In the Service portal for customer role, Affected services and Request raised on behalf of fields are not visible. Can anyone please help me out how to make it visible


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Rupali Mohanty](/t5/user/viewprofilepage/user-id/5401929) and welcome to the community!

Have you added the "Affected Services" field to the Request type or are your Agents filling the field in the issue view and you want the users to see it once it's filled?

"Request raised on behalf" is a system field that appears when a Service Desk Agent opens a Request in the portal and is a function you typically use if you have telephone support as well. -Customer calls -\> Agent opens Portal -\> fills out Request form and "opens the Request on behalf of" the caller.  
You could just add a custom field with a User picker (or free form), "Affected user" for instance, if you want "normal" customers to be able to open a request for someone else.

comments: author: Rupali Mohanty
body: Thank you for your quick reply.

Affected services is already there in custom field. But it is locked. and its visible to the agent or user in the service portal but not visible to the customer


author: Rebekka Heilmann _viadee_
body: Can you attach a screenshot of the problem you are having? I am not following.

Is your portal Open to everyone or do they need to log in?


author: Rupali Mohanty
body: Added customer ![Agent view.png](https://community.atlassian.com/t5/image/serverpage/image-id/300244iE12E08BC6E03A2D1/image-size/large?v=v2&px=999 "Agent view.png")![Customer view.png](https://community.atlassian.com/t5/image/serverpage/image-id/300245i7DF3BA3A006E4AAF/image-size/large?v=v2&px=999 "Customer view.png")view and agent view where you can view the difference


author: Rupali Mohanty
body: they need to login


author: Rebekka Heilmann _viadee_
body: The field "Affected Services" is only available to Logged-In Users (that are customers in your project). So if you open your portal as Agent, you will see it. Incognito-Customers won't. You will either have to restrict your portals to logged-in Users or offer a different type of input for your users that you then could transfer to the Affected Services field per Automation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Retrieve an asset value linked to a user when a ticket is created
Asked by Tania Zheng:

Hi all. I work in a Help Desk and I'd like to retrieve the serial number of a user's laptop whenever they raise a ticket.   

I have a 'Serial Number' attribute stored in an 'ASSET' object scheme. Against each serial number is an 'Assigned User' (single user picker).   

Is it possible to use an automation to use a {{reporter}} smart field to go retrieve their serial number from our asset register by using the reporter as a key.


Answers:
author: Rudy Holtkamp
body: Hi [@Tania Zheng](/t5/user/viewprofilepage/user-id/5290234) ,

Welcome to the community!

To answer your question, yes you can do this. Let me demonstrate it for you.

You have this object in your Asset objectschema

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/300232iBC6801F08D9C341F/image-dimensions/340x244?v=v2 "image.png")

A laptop called 'Laptop 1' with serial 123456, belonging to Rudy.

Now for the automation:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/300233i91F0E99F14E34AAE/image-size/large?v=v2&px=999 "image.png")

Use a lookup objects action, point to the correct object schema and search for

```
objecttype = laptop and user = {{reporter}}
```

Then branch on {{lookupObjects}} with *object* as variable.  
After that you can simply use *{{object.serial}}* .  
Note that you can use {{object.attributename}} to retrieve you attributes.

Good to know. If you have a referenced object as attribute, you can also use {{object.referenced_object.attributename}}

Good luck!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to display the date in time on the board
Asked by ?????:

How do I display the date in time on the board so that it is displayed?

It needs to be displayed like this:

![1233.png](https://community.atlassian.com/t5/image/serverpage/image-id/300207i15DC0D808AA416E6/image-size/large?v=v2&px=999 "1233.png")![333.png](https://community.atlassian.com/t5/image/serverpage/image-id/300208i533C2CC2DAD03953/image-size/large?v=v2&px=999 "333.png")  


Answers:
author: Francis Batilo
body: Hi [@?????](/t5/user/viewprofilepage/user-id/5244051)

I'll assist you with your inquiry.

To do this, you'll need to go and do the following:

1. Go to your board settings
2. Find and open Card Layout
3. Then add the field of choice in the list of items of your card.
   * **Note:** You can only add three fields in here. So, if you already have more than three, you might need to re-evaluate which one needs to be removed for the date and time

I hope this helps.

Cheers,  
Francis

comments: author: ?????
body: Thanks, for qukcly answer, but i coudn't find "Card Layout". Can you show me where is it on the screen.  
![123.png](https://community.atlassian.com/t5/image/serverpage/image-id/300212i437B9FA53CD127FC/image-size/large?v=v2&px=999 "123.png")


author: Odd_lynice
body: Hi [@?????](/t5/user/viewprofilepage/user-id/5244051)

The steps outlined by [@Francis Batilo](/t5/user/viewprofilepage/user-id/4609548) is only true if you are using a company-managed type of project.

In your case, since you are using a Team Manage project it does not have the same board setting configuration as that of the Company Manage project type.

What you can consider so that you can implement what Francis has recommended is to migrate your Team Manage project to a Company Manage project.

You can check out [Migrate between team-managed and company-managed projects](https://support.atlassian.com/jira-software-cloud/docs/migrate-between-team-managed-and-company-managed-projects/)

Theodore


author: ?????
body: How can i do this in my **Team Management?**


author: Nic Brough -Adaptavist-
body: You can not, team-managed project boards do not support it.


Tags: jira-service-desk-cloud

jira-service-management-cloud

jira-software
Change plan from Standard to Free
Asked by Frederick Lim:

I have 3 users trying Service Management, but when I added a Jira Work Management user, somehow the user added to Service Management, which exceed the max. user for free plan. How I deleted the user in Service Management, how to change the Service Management plan from Standard to Free?


Answers:
author: Odd_lynice
body: Hi [@Frederick Lim](/t5/user/viewprofilepage/user-id/5403774)

Welcome to Atlassian Community

To check on users you can try to log in to the cloud site \>\> click on gear/cog icon \>\> user management \>\> users \>\> filter product to Jira Service Management \>\> click on the "..." for each user \>\> show product access \>\> remove or turn off the radio button for JSM for each user who should be given JSM agent license.  

Once you have trimmed the users and you have only 3 agents left you can change your JSM plan to free by clicking on the gear/cog icon \>\> billing \>\> manage subscription \>\> look for JSM \>\> change plan \>\> select free.

Hope that resolves the concern.

Theodore

comments: author: Frederick Lim
body: I got "Something went wrong" after click the \[Change Plan\] button. There is a "Cancel subscription" on the three dots option. But I am afraid it will erase all data from my free plan.


author: Frederick Lim
body: After a few retries I changed to free plan successfully. Thank you.


author: Rebekka Heilmann _viadee_
body: Hi [@Frederick Lim](/t5/user/viewprofilepage/user-id/5403774) and welcome to the community!

If you go to the admin.atlassian.com page and choose your Organisation, under Directory \> Users you should be able to find the user. Click on the name and you'll see all Products he has access to.

You can simply remove Products or change the role for the product there. The user will be automatically moved to the correct group.

comments: author: Frederick Lim
body: I have removed the extra user with only three users left, but the plan is still on Standard.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to add some images on Jira Request form?
Asked by Rompicherla Kalyani:

Is it possible to add some images on Jira Request form?

It should be available for only one Request Type.

There are around 10 Request types available on our Customer Portal space.

When I tried seraching in online, couldn't find any option, other than this <https://jira.atlassian.com/browse/JSDCLOUD-9486>

Please let me know if there is a way for achieving this.

Thank you.


Answers:
author: Asha Goyal
body: Hello [@Rompicherla Kalyani](/t5/user/viewprofilepage/user-id/5254132)

You may try marketplace plugin to Customize your portal : [https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud&tab=overview)

Thanks

comments: author: Rompicherla Kalyani
body: Thanks for the response Asha.

I am looking for something in built from Jira.


author: Asha Goyal
body: [@Rompicherla Kalyani](/t5/user/viewprofilepage/user-id/5254132)

Is this only for display purpose? Or you want to share the image with Customers?

Thanks


author: Rompicherla Kalyani
body: [@Asha Goyal](/t5/user/viewprofilepage/user-id/4891126)

On customer portal, once user click on Request type, usually form will open right,

I would like show an image on top of all the fields only for that request type.

No changes needed on the Portal background.

As shown here:

Thanks.

![Jira CP.png](https://community.atlassian.com/t5/image/serverpage/image-id/301126iBFACA0D54959BB44/image-size/large?v=v2&px=999 "Jira CP.png")


author: Asha Goyal
body: Hello [@Rompicherla Kalyani](/t5/user/viewprofilepage/user-id/5254132)

Unfortunetly, there is no direct possible way without any plugin, but as a workaround, you can create CF and populate the image in it. Add this CF in the request form.

Below are the post that you can use as a referal:

<https://community.atlassian.com/t5/Jira-Content-Archive-questions/how-i-set-jpg-default-value-in-jira-custom-fields/qaq-p/2330792>

<https://community.atlassian.com/t5/Jira-Service-Management/can-we-create-a-custom-field-for-image-in-jira/qaq-p/2564470>

Hope it should give you some hint.

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer is unable to see attachments in the portal
Asked by James Carnes-Dela Cruz:

A customer is unable to see attachments that our Support Desk has added to the ticket, via the portal.   

File type: .zip

Size: Under the allowed limit

Create Attachment security option includes the group our customers are in, the current assignee, reporter, and Service Project Customer - Portal Access. Zip option is turned on, and even I as an admin get nothing from the file when I download it via the portal or in the agent view.

The system allowed for the Support Desk to upload to the ticket and they do show in the attachments section, but doesn't show anything when I download it.


Answers:
author: Odd_lynice
body: HI [@James Carnes-Dela Cruz](/t5/user/viewprofilepage/user-id/5375588) ,

I hope this document resolves the concern: [Attachments not viewable on Customer Portal](https://confluence.atlassian.com/jirakb/attachments-not-viewable-on-customer-portal-1216970824.html)

If after following the steps outlined on the page and still the issue persist I would recommend creating a support ticket via our [Contact Us page](https://www.atlassian.com/company/contact) \>\> select technical support.

So that our support team can look into what is causing the issue.

Theodore


Tags: cloud

jira-service-management

jira-service-management-cloud
Only show first of for a users name if there are multiple of the same name
Asked by Ste404:

Hi there,

I have an assets custom field that is linked to a 'Manager' field. Works fine in the fact that on a screen only managers can be selected and added to an issue.

Problem is due to the Manager being associated with multiple lines in assets, when you type their name on the form to add them you see the same name multiple times.

So if Jack is the Manager of 3 people, when you type Jack you see it 3 times. Is there a way to limit the custom assets field to only show the name once?


Answers:
author: Eugenio Onofre
body: Hi [@Ste404](/t5/user/viewprofilepage/user-id/4984517)

Unfortunately Assets does not natively support deduplication or aggregation of field values in this manne.

I would recommend some workarounds:

1. **Adjust the Assets Configuration**:

   * Modify the structure in Assets so that each manager is only associated once, possibly by restructuring how managers are linked to their reports.
   * Alternatively, create a new object type or attribute in Assets specifically for the purpose of this field, where each manager is listed only once.
2. **Custom Scripting**:

   * If you are using an app like ScriptRunner, you might be able to create a scripted field or use a behavior script to filter out duplicate names.
   * This would require custom Groovy scripting and a good understanding of how Jira and Assets interact.
3. **Third-Party Add-ons**:

   * Explore the Atlassian Marketplace for add-ons that might offer more advanced field configuration options, including handling duplicate values.

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

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Inquiry regarding custom fields
Asked by ???_??_:

Like the assignee field  
I would like to create a user field to select a team rather than a single person. Is this possible?


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

A user field is designed and built to contain users. Not groups or teams. So, no. You need to look to a group or team field selector, not a user field.

comments: author: ???_??_
body: Hi, [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454)   
Thank you for anwser.

Team Selection Field Where is it?

I would like to know the location


author: Nic Brough -Adaptavist-
body: It is whatever field you create to list teams.


author: ???_??_
body: Yes, what is the path to set it up?


author: Nic Brough -Adaptavist-
body: Go to admin -\> custom fields, and click "add field"


author: ???_??_
body: Solved. Thank you. :)


Tags: cloud

jira-service-management

jira-service-management-cloud