youngmon/atlassian-qna huggingface dataset:
Change Issue Type
Asked by Luis Andino Rodriguez:

Is there a way to change Issue Type using an automation? The idea is to change to an issue type that has a different workflow.


Answers:
author: Laurie Sciutti
body: Hi [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614) \~ this is only possible if the issue types **share the same workflow** (as referenced below):

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/312887i805C1DF1037993A3/image-size/large?v=v2&px=999 "Capture.PNG")


author: Asha Goyal
body: Hello [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614)

This issue is already been discussed in one of the community post and hope it should help you.

[https://community.atlassian.com/t5/Jira-Software-questions/How-to-change-issue-type-via-automation/qaq-p/2025518#:\~:text=Automation%20can%20only%20change%20the,contexts%20for%20them%20as%20well](https://community.atlassian.com/t5/Jira-Software-questions/How-to-change-issue-type-via-automation/qaq-p/2025518#:~:text=Automation%20can%20only%20change%20the,contexts%20for%20them%20as%20well).

Kindly Accept and Vote if it helps.

Thanks


author: Ste Wright
body: Hi [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614)

Can you give us some more context here in relation to the need?

For example, why can't the original request use the target Issue Type?

There are options here, for example cloning the original issue into a new issue - but it'd be good to understand the need more before making recommendations.

Ste


author: John Funk
body: Hi Luis,

No this is not possible with automation. This is the equivalent of a Move function and ha many How are you factors, and considerations when you do a move. Therefore automation does not have a trigger for that.


Tags: cloud

jira-service-management

jira-service-management-cloud
Workflow Issues during approvals and transitions
Asked by Santhosh Raj:

Hi Team,  

We have a problem in doing approvals and skipping it.  
Story:  
We prepared a JSM project with workflow below.  

**First two are approvals (Waiting for DG approval --\> Waiting for HM approval)** and then all the status like To do, In-progress, work in progress, testing, UAT, blocked, rejected in all stages.  

So the problem now we are facing is.  
when an request is raised in portal and is created as a ticket in JSM.  
as agent/assignee can skip the approvals and can directly move to To do stage and all other stages which has ++**ALL**++ option.  

So this make an annoying workflow. Also we wanted those All stages to be there since that is our requirement too.  

Need to know how it can be solved ?  

We need that first two approvals to be done and then only it should move to other stages like to do and rest of those ?  
So help us with that   

<br />


Answers:
author: Asha Goyal
body: Hello [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

You need to work on Validator and Condfition or this to achieve. Hope it helps.

Thanks


author: Ste Wright
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

Just to confirm...

* The statuses after approval are open, and...
* Agents are skipping the approvals to go straight to those statuses

...is this correct?

---

If yes, have you tried adding the condition *"Block transition until approval"*on each of the "All \<\> All" transitions?

This should stop an agent using those transitions until all outstanding approvals are completed. It might need some testing as you have two approval statuses, but I'd try this as a first option :)

Ste

comments: author: Santhosh Raj
body: Yes the status are being open and agents are able to move without approving.  

Also updated the condition "*Block transition until approval"* for all other status.  

But still showing other statuses. *[@Ste Wright](/t5/user/viewprofilepage/user-id/1166470)*

Any other ideas for making it. any conditions, validators, triggers or post functions anything like that


author: Ste Wright
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

So it seems that condition only works for direct transitions from the Approval status - there is a feature request to change this though, check out: [JSDCLOUD-12754](https://jira.atlassian.com/browse/JSDCLOUD-12754)

---

I did find a workaround though:

* Create two closed transitions from "Waiting for Approval" - one for approvals, and the second for rejections
* Add the condition "Previous Status Condition" to all open workflow transitions, and ensure the most recent status (checkbox) was not "Waiting for Approval"

---

In this instance, an issue must be approved, and therefore moved to the destination status through approval, before you can use the other statuses.

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Approvals user picker works in sidebar but not in transistion screen?
Asked by Calvin:

Hi all, we're using the approvals field so that users can add approvers to the ticket and then push it through an approval flow.

When you move into the approval status we have a screen that allows you to pick the approver for the approvals field. This works perfect for me, but not the other agents.

I thought it could be a security issue, BUT the approver field works perfect on the side bar and the agent can pick and choose users to their hearts content.

Just for some reason that functionality dissapears when its in the transistion screen?


Answers:
author: Calvin
body: I don't know if asking questions here are just lucky, but I spend a whole day searching and I can't find what I need. Then the moment I post on here, I figure it out an hour later lol.

Incase anyone needs it, in "Global Permissions" under the JSM Security settings, there is a "browse users and groups" permission, in there will detail the accesses that are allowed to view the list.

Not sure why it differs to the sidebar where I can see the list when in there even though the user isn't part of the above permission. But at least its working now.


Tags: cloud

jira-service-management

jira-service-management-cloud
Receiving Requests without Creating a Jira Account
Asked by Sefa Sevencan:

On Jira, I want company employees to fill out a form that I have organized and open a request to my project, but these employees should be able to access this request opening area without having a Jira account, is there any way to do this?


Answers:
author: Ste Wright
body: Hi [@Sefa Sevencan](/t5/user/viewprofilepage/user-id/5062958)

There is, using Jira Service Management.

JSM allows you to...

* Have a Help Portal which is externally facing
* Users to be added to the Help Portal as "customers" - i.e your employees
* Raise requests as customers, which can be done using a help form

Customers are not billed in JSM, so they would not require a paid account.

---

There's a lot to digest on how this all fits together, and the different form options, security, etc.

I would start here:

* Main Page - <https://www.atlassian.com/software/jira/service-management>
* Features - <https://www.atlassian.com/software/jira/service-management/features>
* Support Documentation - <https://support.atlassian.com/jira-service-management-cloud/resources/>
* Customers - <https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/>
* Setup Portal - <https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-online-portal/>

---

Let us know if you need any more specific advice!

Ste


author: Joseph Chung Yin
body: [@Sefa Sevencan](/t5/user/viewprofilepage/user-id/5062958) -

To supplement what [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) stated, you will just need provide your portal UI to you Jira users by ensuring that they are called out in your project's role "Service Desk Customers". Your Jira users should not require any additional account for JSM. All of your Jira users should be able to use his/her existing account to access the portal UI to interact with your JSM project (i.e. submit request, access their issues created, and comments on those issues).

However, for any users who need to handle and process those JSM issues, then they will need to be assigned with an actual JSM agent license for accessing the issues in your JSM project. The project is role is "Service Desk Team".

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Upgrade
Asked by Radwan Saeed:

now i have JSM in version 4.13.0 and OS version oracle linux 7.9 and database mysql 5.7 and i need to upgrade JSM to 5.14 and patching the rest of the whole component OS and Database.

i need your recommendation ASAP and the steps by order. and can i upgrade the JSM version in one step or shall i upgrade in many phases.


Answers:
author: Joseph Chung Yin
body: [@Radwan Saeed](/t5/user/viewprofilepage/user-id/5324660) -

Please take a look at the following links -

<https://www.atlassian.com/software/jira/service-management/update>

<https://confluence.atlassian.com/servicemanagement/release-notes-for-earlier-versions-of-jira-service-management-1063565052.html>

Since your existing version is extermely out-dated, I believe you will need to upgrade your JSM from 4.13.1 to 5.0 (Platform released sometimes ago) - stepping through each release one at a time.

At this time, I highly recommend that you need to reach out to Atlassian Support directly (https;//support.atlassian.support) for the most appropriate process to upgrade your JSM env.

Sorry there is no easy way to do the upgrade for your end at this time.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Sequence number in Jira issue key changed
Asked by Nada Alahmadi:

Hi all,

could you help me in discover why my issue id jump from ABC-40 to ABC-42 ?

The sequential orders skips a number. Does adding automation affect the sequential number?

It happens three times in only one project

Please do you know what is the cause of this change ?

Thanks in Advance


Answers:
author: Ste Wright
body: Hi [@Nada Alahmadi](/t5/user/viewprofilepage/user-id/5222216)

Usually, this means an issue has been...

* Deleted - the numbers continue to count up sequentially, even if an issue was removed.
* Hidden from your view (eg. behind an Issue Security Scheme).
* Moved to another Project - which means the issue's Key has changed. But the previous key is saved in the issue's history - so it isn't reused.

Have you or anyone else potentially deleted ABC-41?

Ste

comments: author: Nada Alahmadi
body: Nothing has been deleted

Hos do I find the hidden issue?

But as far as i know the ABC-41 was never created


author: Ste Wright
body: As in, deletion isn't activated? And there's no Automation Rules which delete issues?

You could check if there's an Issue Security Scheme applied to your Project; this is possible to view in Project Settings. If there is, you could ask users with access to the relevant levels if that issue exists for them.

Another option is the issue was **moved**to another Project. The previous key is kept in the history.

---

Try searching for ABC-41 and see if any issues appear?

Ste


author: Nic Brough -Adaptavist-
body: Putting ABC-41 into the search box will take you to the issue if it has been moved to another project.

As Stephen says, the old key is kept in the history, but Jira also has a lookup table listing "old key, issue id in the database", which the quick-search looks at when you give it a key.

This won't help you if the issue has been secured away from your view, either by the security scheme in ABC or by the permissions or security in a project it has been moved to!


author: Yuliia_Borivets__SaaSJet_
body: If the issue has moved to another project this article may be helpful:

[How many tickets were moved from one Jira project to another? \[Use case\]](https://community.atlassian.com/t5/App-Central/How-many-tickets-were-moved-from-one-Jira-project-to-another-Use/ba-p/2043430)


Tags: automation

cloud

issue

jira-service-management

jira-service-management-cloud

key
How to colllapse TASKs under EPICs in JIRA List view (JSM / JWM - Core)
Asked by Claudio Gomes:

I created two business projects by importing a CSV of all issues.

On the first one I ended up with the list view as per below, where all tasks are collapsed under the EPICs and no TASKs under them  
![project 1.jpeg](/t5/image/serverpage/image-id/312530i9087B1E716F5EF41/image-size/large?v=v2&px=999 "project 1.jpeg")

#### On the second project, I ended up with all the TASKs collapsed, but also listed UNDER the EPIC list as per below
![Project2.jpeg](/t5/image/serverpage/image-id/312529i9C251FF86DA31FD6/image-size/large?v=v2&px=999 "Project2.jpeg") {#toc-hId-319005428}

I must have done something to get the behavior of the first project, but I can't figure out what it was.

#### My users like to use the collapsed version. Any suggestions? {#toc-hId--1488449035}


Answers:
author: Claudio Gomes
body: likely to have been an issue when importing. Re-importing solved the problem.


author: Ste Wright
body: Hi [@Claudio Gomes](/t5/user/viewprofilepage/user-id/5395633)

Are you sure those Tasks in the second screenshot are children in the Epic's (if you expand them), and not just orphans without an Epic parent?

The same exact Keys are visible in and outside the Epic dropdowns?

Ste

comments: author: Claudio Gomes
body: Thanks Stephen, yes the parents for those tasks were set on the CSV.

I canned the project and reimported it. It must've been an issue with the import. It's all good now.


author: Ste Wright
body: Great, glad it now works :)

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Customer Portal Configurations
Asked by Romy Meyers:

When configuring the Jira Svc Management Customer Portal, there are some areas I would like to hide or remove altogether.

1) In the Service requests dropdown where you can view your created or all requests, an Internal Test Option is showing. How do I remove this?

![portal-internal-test.jpg](/t5/image/serverpage/image-id/312442iDCDD3AB9E5AA005E/image-size/large?v=v2&px=999 "portal-internal-test.jpg")

2) When clicking on my avatar to get to profile, etc, there is a 'charts and reports' option showing. How do I remove this?

![portal-charts-and-reports.jpg](/t5/image/serverpage/image-id/312443i528AF1F9367A680A/image-size/large?v=v2&px=999 "portal-charts-and-reports.jpg")

3) On the requests list page where it shows all my requests I created listed, there is a Request Type dropdown showing. How do I remove this option as I only allow one request type to show?

![portal-request-type-dropdown.jpg](/t5/image/serverpage/image-id/312444i7736C02E039F0E88/image-size/large?v=v2&px=999 "portal-request-type-dropdown.jpg")


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@Romy Meyers](/t5/user/viewprofilepage/user-id/3620461)

1. Internal test is probably name of your Organization. To remove this option, you have to remove yourself from this organization.

2. Charts and Reports comes from the app. You can check in Manage apps what apps are installed on your instance.

3. It's not possible to remove it.

comments: author: Romy Meyers
body: thank you kate!


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer Requests search
Asked by Julie Beltz:

Trying to find documentation on the Requests search feature on Customer Portal. It seems as the though the text search box only looks in Summary. Is there a way to search custom fields, specifically a Select List value?

![customerRequestsSearch.jpg](/t5/image/serverpage/image-id/312441i4E283263765179C3/image-size/large?v=v2&px=999 "customerRequestsSearch.jpg")


Answers:
author: Ste Wright
body: Hi [@Julie Beltz](/t5/user/viewprofilepage/user-id/4534342)

Not that I know of natively - it looks like this feature request - [JSDCLOUD-3424](https://jira.atlassian.com/browse/JSDCLOUD-3424) - is related, which you could vote for/watch?

You could check for Apps on the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=customer%20search) though?

This App, [Advanced Portal Reports](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview), mentions advanced search (I've not tried it though).

Ste


author: Patrick Tripodi
body: Hi Julie,   

Not out of the box, the search button basically runs a JQL with "Text" \~ "\<search term\>" which searches Summary, Description and Comments


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Julie Beltz](/t5/user/viewprofilepage/user-id/4534342) ,

The [Advanced Portal Reports](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview) will indeed let you search through any text field, incl. custom ones.

It will provide your portal customers with a table report where they can see, search, filter and export all their Jira Service Management tickets, including many additional details (incl. SLAs, custom fields, etc.), with a very simple UI. You can also use it to show any Jira field on the Customer view in the portal (incl. any custom field).

If it sounds helpful you can try it free for 30 days.

Greetings,

Elitsa


Tags: cloud

jira-service-management

jira-service-management-cloud
How can we rename the Slack channel created via the Jira incident ticket?
Asked by Ramakanth Potnuri:

We are able to create a slack channel from the incident ticket using chat channel fields in Jira.

Once it is created, is there any way we can rename it?


Answers:
author: Walter Buggenhout
body: Hi [@Ramakanth Potnuri](/t5/user/viewprofilepage/user-id/5453922) and welcome to the Community!

I think that is mainly a Slack related question. Channels can be renamed by the workspace owner or an admin in Slack. If you have those permissions, open the channel - click on the edit icon next to the channel name, edit the name and save changes.

The idea of the automatically created channel name is - obviously - that it is easy to identify the channel as related to the incident.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to use slack and teams as chat in the same instance of JSM?
Asked by Jes?s Rafael Mart?nez Jim?nez:

I have some customers, internal and external, and two JSM for each one, but one of them is necessary to use Slack and for the other one teams as a chat, but I can't to connect because it suggests me that connect to slack as the first one.


Answers:
author: Ste Wright
body: Hi [@Jes?s Rafael Mart?nez Jim?nez](/t5/user/viewprofilepage/user-id/3003313)

I don't believe so, see [this help page](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-chat/)...
>
> ```
> A Jira site can only connect to one Slack workspace or Microsoft Teams tenant at a time.
> ```

There is a feature request for this, which you could vote for/watch? See: <https://jira.atlassian.com/browse/JSDCLOUD-12098>

Or you could look for an App on the [Marketplace](https://marketplace.atlassian.com/), which might allow for an alternative method to link Slack/Teams?

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I imbed the results of a JQL query in an email, so results are visible in the email?
Asked by Phansalkar, Smita:

I have a list of specific Jira Ids that need follow up. My query lists the specific ticketId filtered by the Assignee. For example, list is 100 tickets, but only 10 are assigned to Mary. I want to execute the query and show the results in the email as a table with the relevant ticket fields.

I will give her the query, but if 2 weeks from now, I go back to the email, I want to see the results when I sent the email out (instead of updated results by executing the query again). So I want the email to her to contain a snapshot of the results.


Answers:
author: Ste Wright
body: Hi [@Phansalkar, Smita](/t5/user/viewprofilepage/user-id/5428900)

Does a Subscription not work? This allows you to search for a set of issues, save them as a filter, then send them via email on a recurring basis.

See [this help page](https://confluence.atlassian.com/adminjiraserver/managing-filters-938847876.html) for how to manage filters/subscriptions, and [this blog](https://www.atlassian.com/blog/jira-software/jql-the-most-flexible-way-to-search-jira-3-of-4) which describes Subscriptions (albeit, from 10 years ago).

---

Or is this the functionality which is refreshing each time you open the email?

The alternative is to use [Automation](https://confluence.atlassian.com/automation/). You could then...

* Schedule an email on a recurring basis
* Search for a specific set of issues
* Send this via email, as a static list

There's two potential options for this rule:

**Option 1:**

* **Trigger:** Scheduled
  * Every = 1 Days
  * When rule executes... = run a JQL search and pass results to subsequent conditions and actions
    * JQL - *assignee = UserName*
* **Action:** Send Email
  * Subject = Issues Assigned to User
  * Content =
    * {{#issues}}  
      {{key}} - {{summary}}  
      {{/}}

**Option 2:**

* **Trigger:** Scheduled
  * Every = 1 Days
  * When rule executes... = simply run the conditions and actions without providing issues
* **Action:** Lookup Issues
  * JQL - *assignee = UserName*
* **Action:** Send Email
  * Subject = Issues Assigned to User
  * Content =   
    * \<ul\>  
      {{#lookupIssues}}  
      \<li\>\<a href="{{url}}"\>{{key}} - {{Summary}}\</a\>\</li\>{{/}}  
      \</ul\>

---

There's two options as Lookup issues (Option 2) is a more recent Action in Jira DC, only available if you have A4J 9.0.1 / Jira 9.11.0 or later.

Also, I've provided two options for the content; for Option 1 there's a further example on [this help page](https://confluence.atlassian.com/automation/bulk-handling-of-issues-993924653.html#Example:Sendinganemailwithalistofissues) (under the title "Example: Sending an email with a list of issues"). You can experiment here with different variations of [smart field values](https://confluence.atlassian.com/automation/smart-values-993924860.html#Smartvalues-issues), and HTML.

Also,


Tags: jira-service-desk-data-center

jira-service-management-data-center
What are the steps to recover login credentials for the Password Vault?
Asked by Pam Pritchett:

The password is known but the recovery key is not. In an attempt to recover the credentials, I selected the**Request Admin Recovery** option as I do not have the recovery key. The response stated that *"Your request has been sent. Once your organizations admins approve the recovery request, you can proceed to create a new password and recovery key."*

The issue is that I am our organization's admin and I don't see a prompt to approve the request. Can you share the steps I need to complete to recover the Password Vault account?

Thanks


Answers:
author: Kateryna Kmet_
body: Hello [@Pam Pritchett](/t5/user/viewprofilepage/user-id/5418482)

Try to create another admin user, login under this new admin user and accept the password recovery request. After that, you can complete the recovery process under the initial organization's admin user: <https://aserve.atlassian.net/wiki/spaces/VPMFJ/pages/2727411836/Password+Recovery#Steps-for-Admin-Password-Recovery-(for-Users-without-a-Recovery-Key>)

Kate


author: Ste Wright
body: Hi [@Pam Pritchett](/t5/user/viewprofilepage/user-id/5418482)

Where is this feature you're referring to?

I don't recognise this as a native feature, are you potentially using an App? Perhaps this one - [https://marketplace.atlassian.com/apps/1230914/vault-password-manager?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1230914/vault-password-manager?tab=overview&hosting=cloud)

If yes, I'd contact the vendor for more help. You can do this from the "Support" tab on their Marketplace listing.

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud