youngmon/atlassian-qna huggingface dataset:
User don't have permission to view a case that created by her
Asked by Ken Loh:

Dear Jira

We have an user who cannot view a case that created/reported by her. She has no issue to view \& access other cases (created by her) under the same project.

We have tried below methods, but the issue still persists, please advise:

* clear browser cache
* tried in Edge and Chrome (private and normal mode)
* Sign out and sign in again

![1.png](/t5/image/serverpage/image-id/315271i13BCD585FD3279D6/image-size/large?v=v2&px=999 "1.png")


Answers:
author: Ste Wright
body: Hi [@Ken Loh](/t5/user/viewprofilepage/user-id/5464680)

This is just one ticket?

A few simple checks...

* Is the request type or issue type unique for this ticket?
* Is it visible in the agent view?
* Are there any Issue Security Schemes for this Project, which might be hiding the ticket?
* Are there any Automation Rules running which could be impacting this ticket?

Ste


author: Joseph Chung Yin
body: [@Ken Loh](/t5/user/viewprofilepage/user-id/5464680) -

Welcome to the community. Based on your screenshot, the user doesn't have access to your portal. Is the user an agent or just a customer? In addition, did you check to see if the user is called out to have access to the project via the portal UI?

Lastly, do you have issue security scheme implemented in your project? It means that if the user is not called out against the issue's Security Level tag, then he/she will not have visibility to the issue at all even he/she created the issues. In our env, when we use issue security scheme implementation, we always add the "Reporter" to all security levels that we setup for a given project.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Ken Loh
body: Hi Joseph

Thank you for the information. It's strange that user still not able to view that case but can view other cases (same issue type, she is the reporter, etc).


author: Emily _ DevSamurai
body: Hi [@Ken Loh](/t5/user/viewprofilepage/user-id/5464680) and welcome to the Community!

It sounds like you've encountered a visibility problem in Jira Service Management. Consider to:

1. **Check Permissions**: Review both the project permissions and any security settings. Sometimes security levels can change, affecting who can see certain cases.

2. **Issue Security Scheme**: Double-check if the case was assigned a specific security level that might restrict access to the reporter or certain groups.

3. **Status and Visibility**: Ensure the case hasn't been moved to a status with restricted visibility. Also, verify that no automation rules have unexpectedly changed the issue's visibility to the reporter.

4. **User Roles and Access** : Make sure that the user's role or group memberships haven't changed, especially if they are supposed to have access based on their role.  

In case the problem persists afterward, consider reaching out to Atlassian Support for further assistance and troubleshooting.  

I hope this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
using automation for prompt a comment
Asked by Achour Maha:

how can i can create an automation rule so i can get a notification for each new comment everytime


Answers:
author: Mikael Sandberg
body: Hi [@Achour Maha](/t5/user/viewprofilepage/user-id/5464579),

Welcome to Atlassian Community!

In it's simplest form the automation would look something like this:

![Screenshot 2024-03-28 at 3.21.51?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/315269iC014839622F96447/image-dimensions/288x149?v=v2 "Screenshot 2024-03-28 at 3.21.51?PM.png")

But JSM already has a notification scheme that will notify the assignee and the watchers every time there is a change to a request, and there is also customer notifications.

comments: author: Ste Wright
body: And if notifications are missing, you should check the notification scheme.

See more on those schemes here - <https://confluence.atlassian.com/adminjiraserver/creating-a-notification-scheme-938847330.html>

Ste


Tags: jira-service-desk-unknown-hosting-type

jira-service-management
Notifications not updating in app or broswer/web UI
Asked by Justin Ellard:

About three days ago I got my last notification through the web UI. I have tried closing out of my Jira tabs, quitting the browser and relaunching (as well as updating), and rebooting my computer. I have looked everywhere for any settings related to notifications within Jira itself and haven't found any settings I can change. I double checked with my project/site admin, and checked with a co-worker and nothing has changed for them. I will also note that I will get push notifications on my phone, but the notifications tab within the app is also outdated to the same notifications I am seeing on the web UI. Anyone have any ideas for this?


Answers:
author: Justin Ellard
body: Problem solved! Appears to have been a bug fix.


author: Brant Schroeder
body: [@Justin Ellard](/t5/user/viewprofilepage/user-id/5464548) welcome to the Atlassian community

Take a look at your personal settings and make sure they are setup for you to get notifications <https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/> I have seen user inadvertently make a change there that impacts the notifications they receive.

comments: author: Justin Ellard
body: I only have the general settings tab under my personal settings, so I can't even change anything in for notifications aside from what is available in the general tab. I ended up submitting a feedback form for a bug explaining the issue and they appear to have fixed it because I am getting the notifications now. Thanks for the insight, though!


Tags: cloud

jira-service-management

jira-service-management-cloud
Clone random issues
Asked by Jo?o Cunha:

Hi,

I have a list of 200 tickets and every month I want 10 of these tickets to be cloned at random.

I was looking at <https://community.atlassian.com/t5/Jira-Service-Management/Can-Jira-select-a-random-sample-of-issues-for-QA/qaq-p/1419911> but it's not working on my side.

It only generates 120/125 random numbers when I need 200, right?

This is my automation:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/315245i63D0C2C8F5F6F96D/image-size/large?v=v2&px=999 "image.png")

Can you help us?

Thank you.


Answers:
author: Ste Wright
body: Hi [@Jo?o Cunha](/t5/user/viewprofilepage/user-id/1377086)

You can do this natively, but you need to have metadata randomly added to tickets throughout the month you can then refer to in the rule.

It uses similar logic..

* **Trigger:**Issue transitioned
* **Action:** Create variable
  * Name = RandomNumber
  * Smart value = {{#=}}CEILING(RANDOM()\*10){{/}}
* **Condition:** {{smart values}} condition
  * First value = {{RandomNumber}}
  * Condition = greater than
  * Second value = 9
* **Action:** Edit Issue
  * *For example, add a Label, or tick a checkbox*

---

A few notes...

* A random number is assigned between 1-10. And the condition then checks it's over 9 (i.e 10) - which has a \~10% chance of being assigned.
* You could add a label or similar, and then clone the issues once a month on a schedule. Or, you could set the Action above to be "Clone Issue" if preferred.

It's not an exact science as there's no guarantee there won't be a repeat number, but it should average out over time, as the selection size grows.

Ste


author: Mikael Sandberg
body: Correct, automation is limited in the number of random numbers and it will only get the first 100 issues in a query. So you would not be able to do this within an automation unless you can find a way of dividing your list of issues up in at least two queries.

I created a randomizer using tray.io that gets a number of requests for each of our agents that have been resolved in the past two weeks, and this is used for peer reviews.

comments: author: Jo?o Cunha
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

Thanks for your quick reply!

Your solution sounds good! I will give a try it and maybe think in one solution to divide the issues in two queries.


Tags: automation

clone

cloud

issue-create

jira-service-management

jira-service-management-cloud
Search results in Portal
Asked by Alex Recinos:

Hello,

Is it possible to limit the search results in Portal to only suggest the type of ticket they need to create? For instance, if a user searches for a keyword (insert Software name) it recommends opening a ticket to report a software issue and so on. Been trying to search for this but I'm not having much luck.


Answers:
author: Ivan Lima
body: Hey, [@Alex Recinos](/t5/user/viewprofilepage/user-id/5291962). If you're looking to search for request types in the portal, please refer to the following answer, which explains how the search algorithm works in this scenario.

* <https://community.atlassian.com/t5/Jira-Service-Management/Customer-Portal-Search-Request-Types/qaq-p/2396780>.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is the Customer Notification setting global
Asked by Meghan_Pereira:

Is the customer notification ( on or off ) a global setting within the organization? We have a client who said they stopped getting notifications. After some troubleshooting, it was confirmed that notifications were off on all tickets, even though no one remembered turning them off.


Answers:
author: Marius
body: Hi Meghan,

you can set customer notifications project wise in Jira Service Management.

You can check which notifications to send under Project Settings -\> Customer notifications in each Jira Service Management Project. Its also possible to edit notifications within those settings.  

You can also look at this documentation: <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/>

You can also check if normal Jira notifications for Agents still work as there might be a problem with Email Settings under System settings.

Best regards :)


Tags: cloud

jira-service-management

jira-service-management-cloud
I want to configure release notes in confluence from JSM project
Asked by Lakshmi Kumari:

Hi,

I dont see any release notes section in confluence even as an admin.

Below are my requirements:

1. I want to project release notes in confluence from the projects created in JIRA.

2. Additionaly I also want to link the Bugs/Defects ticket to those release notes in confluence

Could you please provide steps in detail to configure release notes in Confluence?

Regards,

Lakshmi


Answers:
author: Walter Buggenhout
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874),

*Release notes*in Confluence would be just a page with text describing what you released and - potentially - a list of issues pertaining to that release.

You can find good examples of what they might loog like over here:

* [Jira Software Data Center 9.14 release notes](https://confluence.atlassian.com/jirasoftware/jira-software-9-14-x-release-notes-1346052575.html) and
* [Issues resolved in 9.14](https://confluence.atlassian.com/jirasoftware/issues-resolved-in-9-14-0-1346052577.html)

While these are published to the internet using Scroll Viewport, they are just Confluence pages internally. You write them the way you want and can turn your page in Confluence into a template, so you get a consistent structure and look and feel when you do a next release.

To include resolved issues on a Confluence page, you just add a *Jira Macro* to the page and use a JQL filter to return the issues linked to the release. Of course, you need to mark the issues in that release (most commonly via the fix version field in Jira).

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
The ITSM Project Management Odyssey: Share Your "Epic Fails" and Unexpected Heroes
Asked by Valentine P_Elements:

Hello fellow Atlassian adventurers,

Embarking on an ITSM project management journey feels a lot like setting sail in uncharted waters, doesn't it? One moment you're navigating the serene seas of "This is going fine," and the next, you're caught in the whirlpool of "What on Earth is happening?"

In the spirit of camaraderie, I'm reaching out to gather some collective wisdom about our ITSM project management escapades. Specifically, I'm curious:

**What do you struggle more with while managing ITSM projects?**

Is it the mythical beast of shifting project scopes, or perhaps the siren call of "just one more" stakeholder request? Maybe it's the treasure hunt for resources that always seem just out of reach?

Share your tales of woe and wonder, your epic fails, and, of course, those unexpected heroes who saved the day. Let's create a map of wisdom (and warning) for those brave souls who will follow in our project management footsteps.

Looking forward to your stories and insights!


Answers:
author: Brant Schroeder
body: [@Valentine P_Elements](/t5/user/viewprofilepage/user-id/5444838) are you looking for implementation issues?


Tags: cloud

itsm

jira-service-management

jira-service-management-cloud

project-management
Issues with Email Requests
Asked by Kirsha Coates:

We are trying to set up a power automate flow that ties into one of our projects with in JSM and when reviewing the email logs, it shows that the email failed to come in.

![Email Log Fail.PNG](/t5/image/serverpage/image-id/315174i821F667C7AC875D1/image-size/large?v=v2&px=999 "Email Log Fail.PNG")

Then at the top of the email requests page we are getting a 'No suitable request type for email channels'

![No Suitable.PNG](/t5/image/serverpage/image-id/315181i9BFCD6E4F0915B51/image-size/large?v=v2&px=999 "No Suitable.PNG")

We have viewed this project to others that we have and everything is set up the same way and our other projects are accepting emails without fails.

We are not exactly sure if we create a new request type, how to tie that into everything that is currently setup on the project or if that will lead to more changes and possible breaks.


Answers:
author: Kirsha Coates
body: Found that other fields were marked as required which with email requests can only have the summary field marked as required.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't Access to xporter project templates
Asked by Kawtar Lafriouni:

Hello,

When i try to access to xporter project template from the settings of my project, i have a blank page with the msg bellow: Something's gone wrong

Please Help


Answers:
author: Mirek
body: Welcome [@Kawtar Lafriouni](/t5/user/viewprofilepage/user-id/5395119) !

Did you maybe tried on a different browser? Is someone else also having the same problem? Did recently changed something? Maybe an app upgrade or addon? Anything that you are aware of?

comments: author: Kawtar Lafriouni
body: Thank you Mirek for your answer.

I already tried different browser but still have the same problem.

The problem is encountred also for the other admin of the project.

I didn't change anything

Any help is welcome


Tags: cloud

jira-service-management

jira-service-management-cloud
catagorizing my articles on Knowledgebase
Asked by Junayed Ahmed:

Hi,

I have some articles that I want to add in catagories, but when I add a catagory, it appears on 1st screen, which I don't want.

Is there a way to prevent that?

Thanks


Answers:
author: Ste Wright
body: Hi [@Junayed Ahmed](/t5/user/viewprofilepage/user-id/5464293)

You want to hide the categories from the Portal view?

I don't believe this is possible at this stage; there is a feature request for it though, check out [JSDCLOUD-9304](https://jira.atlassian.com/browse/JSDCLOUD-9304)

Ste

comments: author: Junayed Ahmed
body: well, that's unfortunate

thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Send email to a tagged user or a tagged group with the last comment
Asked by Ivan Bogdanovic:

I am trying to create automation to send the last comment on a task to a tagged user or a group.

Tried with smart value `{{issue.fields.Tagged Users.email}}` , but i get following message in audit log:  
Could not send email, the 'To' address field is empty. If you have referenced a field it may be empty.  
the rule is working when i specify the address in TO field  
Thanks


Answers:
author: Ste Wright
body: Hi [@Ivan Bogdanovic](/t5/user/viewprofilepage/user-id/5363141)

What field type is "Tagged Users"?

Is it not possible to use Watchers? Or, use the [Notification Scheme](https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/) to send the comments to the relevant users?

Ste


author: Marius
body: Hi Ivan,

I think {{issue.fields.Tagged Users.email}} is not an existing Smart Value. At least I was not able to find it in the documentation for [Issue Smart Values](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/) and [User Smart Values](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-users/).

The documentation about User Smart Values also states, that E-Mail information about a User might be unavailable in Smart Values if the user set the email adress privacy to **Only you and admins.**

Could you give more insight into your usecase? If you tag (@-Mention) a User, the User will usually get a notification about that already.

Many greetings,  
Marius

comments: author: Ivan Bogdanovic
body: Hi Marius, thanks for the feedback

Not sure where I've found it, I was googling.

Case should be very simple, I would like to notify via email tagged person in a task comment.

PS also tried with simple tagging [@User](/t5/user/viewprofilepage/user-id/115298), but didn't receive the email

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Does deleting a Compass-synced JSM service remove it from Compass too?
Asked by Hayden Young:

We're in the middle of a Jira rollout for our devs, but in DevOps we've been using JSM prior to that as a service desk.

As they've rolled out, they've started using Jira Software components, which have been turned into Compass components. However, where our Services list in JSM is supposed to be a list of environments for our applications, now there are entries in that list from the devs' Jira Software projects too, which we'd like to avoid.

Will deleting those in JSM just stop them syncing from Compass or will it persist that delete to Compass too?


Answers:
author: Caroline Bartle
body: Hi [@Hayden Young](/t5/user/viewprofilepage/user-id/5464211) - deleting them in JSM will indeed persist a deletion to Compass as well.

I'm interested in your use case, and I wonder if you could share a bit more about your scenario, specifically:
> Services list in JSM is supposed to be a list of environments for our applications

Are your environments set up as Software Services? What type of components are the dev team using?

The component types that are synced from Compass to JSM are Software Services, Applications and Capabilities (the other types are not). Equally, on the JSM side, Business services are not synced to Compass - using different types could be a way of avoiding the syncing.
> now there are entries in that list from the devs' Jira Software projects too, which we'd like to avoid

Is it just via the JSM Services list that you'd want to remove the devs' components or is it via other touchpoints (e.g. Affected Services field)?


Tags: compass

jira-service-management

jira-service-management-cloud
Automation Bitbucket
Asked by Irina Harutiunian:

Is it possible to take information from Bitbucket in Jira automations?  
I need to fill in the components field based on the pull request made and according to their repository, is that possible?


Answers:
author: Ste Wright
body: Hi [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297)

Smart values for development can be found here: <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-development/>

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i create JSM issue using customize email template?
Asked by arti.b.patil:

Hello,

i am looking for a way to create a issue via email channel. My primary requirement is to received a email of prefilled details in a template format. Map that template with JSM fields to create issue.  
Is there any way we can achieve it?

Thanks


Answers:
author: Jack Brickey
body: Hi [@arti.b.patil](/t5/user/viewprofilepage/user-id/5464142) , yes you can achieve this depending on your exact scenario.   
There could be difficulties depending on your email format. You would set up an automation rule that would trigger on a new issue being created with a condition of the issue being created via email. Then you would extract details from the body of the description that could then be mapped to your fields. You would use smartvalues to extract the data.

For example let's say one the fields is a URL that looks like this in the email body - **URL: [www.mysite.com](http://www.mysite.com),** . Then I believe your smartvalue would look like this - {{issue.description.substringBetween("\*XXXXXX: ","")}}. Does this make sense? I recommend you read more on smartvalues here - [smart-values-in-jira-automation](https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/)

comments: author: arti.b.patil
body: Thank you for your response.  
Yes, we looking forward to use custom fields in Automation in order to set up, however issue being created via email condition is nor present in JSM at this moment.  
Until this functionality is not in operation, mapping of email body to custom feild will not be possible for us.


author: Jack Brickey
body: Hi [@arti.b.patil](/t5/user/viewprofilepage/user-id/5464142) , I don't understand why creation of issue by email is not present. Has the admin not set this up yet? If not is there a reason?


Tags: data-center

email-channel

jira-service-management

jira-service-management-data-center
Reactivate
Asked by David Gleich:

Hi, I was trying to login with my bitbucket account to access a new repository I've been invited to, but cannot login as my account has been de-activated. Can someone please reactivate my account dgleich?

I get this error when I try to login and access the new repository

We couldn't log you in {#toc-hId--469644911}
--------------------------------------------

You may run into this issue when you use specific browsers or add-ons that hide the referer header for id.atlassian.com and other Atlassian sites. Check for these and then try logging in again.

Thanks!

David


Answers:
author: Theodora Boudale
body: Hi [@David Gleich](/t5/user/viewprofilepage/user-id/5192287) and welcome to the community!

Your Bitbucket Cloud account was set to inactive, so I went ahead and reactivated it.

Please feel free to let me know if you are able to log in now and if you need anything further.

Kind regards,  
Theodora


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

You will need to talk to your Bitbucket admins about this - it's only been deactivated from your Bitbucket (if it had been deactivated as an account in general, you would not be able to post here with it!)


Tags: bitbucket-cloud

cloud