youngmon/atlassian-qna huggingface dataset:
Are these trainings still valuable for Data Center JSM users?
Asked by Yara van de Kamp:

While searching for appropriate trainings for our employees, I noticed that some of the training courses, which seem to be quite comprehensive and beneficial, are only tagged for Cloud. Therefore, I'm curious to know if these trainings are also applicable and relevant when using the Data Center version.

Asking the question for the following trainings:

1. Get started with Jira Service Management
2. Setting up ITSM Projects in Jira Service Management
3. Automating Jira


Answers:
author: Ellen Walter
body: Hello [@Yara van de Kamp](/t5/user/viewprofilepage/user-id/5509356)! While our learning content focuses on Cloud, much of it is still relevant to Data Center, as you suspected. I'll explain more for each example you mentioned and provide some supporting links to Data Center documentation that should provide some DC-specific context.

1. **Get started with Jira Service Management:** This learning path will still be applicable as it covers the core concepts in Jira Service Management, like agents, customers, and requests. Check out the [Getting started with Jira Service Management documentation page](https://confluence.atlassian.com/servicemanagementserver/getting-started-with-jira-service-management-939926015.html) for more Data Center information.
2. **Setting up ITSM Projects in Jira Service Management:** This course might be the least compatible with Data Center, but it still covers tasks that would be relevant in both platforms. We also have a [Managing Jira Service Projects course](https://university.atlassian.com/student/path/1207849-managing-jira-service-projects?sid=7039da0e-68aa-4f4a-8a8c-e77f430e0e3c&sid_i=0) specifically for Data Center that would help, too. I'd recommend this [Administering service projects](https://confluence.atlassian.com/servicemanagementserver/administering-service-projects-939926272.html) documentation section for more Data Center context.
3. **Automating Jira:** Automation is quite similar in Cloud and Data Center, even though they look a bit different, so this course will still be very relevant. There's a section of Data Center documentation that highlights [rule incompatibilities between platforms](https://confluence.atlassian.com/display/AUTOMATION/Use+the+Jira+automation+template+library#UsetheJiraautomationtemplatelibrary-compatibility), if you're interested.

I hope this helps, and happy learning!

comments: author: Yara van de Kamp
body: Hi [@Ellen Walter](/t5/user/viewprofilepage/user-id/4608662)

Thank you very much for your answer! It was really helpful.


Tags: data-center

jira-service-management

jira-service-management-data-center
Charts do not display all data
Asked by Paul Prata:

Creating some charts to show our category of tickets but the charts do not display all the data for the current month. Is there a way to display the correct volume?


Answers:
author: Paul Prata
body: ![SLA_Management.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/326963iB207B1CD76D64943/image-size/large?v=v2&px=999 "SLA_Management.PNG")

As you can see the chart on the right is correct with the number of tickets, but I am not able to change the colors of the chart to match other PIE charts. I created the custom chart of the left to control the colors, but the numbers do not match. Query is the same for both charts.


Tags: cloud

jira-service-management

jira-service-management-cloud
How clients can submit tickets - methods and setup
Asked by Kate Shairs:

I have set up the basic account and projects for each client. How do I set it up for my clients to submit tickets and what methods can they use to do so (e.g., link on our website to our Jira url, by email, etc.)? Thank you.


Answers:
author: Trudy Claspill
body: Hello [@Kate Shairs](/t5/user/viewprofilepage/user-id/5509350)

Welcome to the Atlassian community.

First, can you confirm that the projects you set up are Jira Service Management projects? You can get that information from the Type column on the View All Projects page under the Projects menu.

If they are JSM projects, then your customers can be enabled to submit requests via email, via a Customer Portal, and via a widget you embed in your own website(s).

This documentation discusses how to set things up to allow your customers to submit requests by sending an email:

<https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/>

This documentation talks about the portal:

<https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-online-portal/>

This documentation talks about the widget method:

<https://support.atlassian.com/jira-service-management-cloud/docs/collect-requests-from-anywhere-with-an-embeddable-widget/>


Tags: cloud

jira-service-management

jira-service-management-cloud
500 Error trying to access Jira Service Management Cloud
Asked by Aaron Johnson:

I'm attempting to convert from Zendesk to Jira but I'm receiving an error on my free instance of JSM which is preventing me from doing the work necessary prior to upgrading too premium. This worked fine when I first set it up yesterday afternoon, but it is not working for me this morning.

This is what is seen when I go to the JSM website:

* Error type: **500 - Internal server error**
* Log reference: **63b7b3c6-0079-4df8-baff-f07106c94292**

Does anybody have any idea how to fix this?

With it being free, I'm unable to contact Jira support and I do not want to purchase premium until this has been resolved.

I have already tried different browsers (Edge and Chrome).


Answers:
author: Trudy Claspill
body: Hello [@Aaron Johnson](/t5/user/viewprofilepage/user-id/5509346)

Welcome to the Atlassian community.

Are you still experiencing this problem?

One thing to check when this type of problem occurs is the Atlassian status page to see if they are experiencing any problems.

<https://status.atlassian.com/>

If you are still experiencing this problem then we can flag this post to escalate to the Atlassian Team for investigation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating a email recepient lists for automation notification emails
Asked by Ivan Bogdanovic:

Hello everyone,

The challenge is as follows:

* company managed project, 6 statuses, around 20 automation's and similar number of email notifications set inside the automation rules
* each email has different multiple recipients, 5-10 email addresses

Can I define a list of email addresses that could be added to TO,CC,BCC fields at once, for each notification, as Jira allows only to add them one by one. Even the copy/paste of the entire list from excel or any textual file adds them in single line  
This is making a lot of manual work when testing is needed, removing all the addresses and adding the testing ones, takes a lot of time

Thanks in advance


Answers:
author: Victor - Modus Create
body: Hi [@Ivan Bogdanovic](/t5/user/viewprofilepage/user-id/5363141) ,

Based on what you've described, I'd say that Notification Assistant for Jira might be an alternative for you to reach out your goal:

- [https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview)

It might help you even personalizing the content of the notifications if needed.  
Hope it helps.  
Cheers,  
Victor

comments: author: Ivan Bogdanovic
body: Hi [@Victor - Modus Create](/t5/user/viewprofilepage/user-id/5397011)

thanks for suggestion. Not sure if its going to fit my expectations. Even more, this is pretty expensive add-on :)

I will continue to investigate, and I am open for other suggestions


Tags: cloud

jira-service-management

jira-service-management-cloud
Automate creation of parent and subtask
Asked by Jacob Kock Plinius:

Hi Clever Minds,

**4 times a year I will have to create the following:**

1 Parent issue (Simple Task)

2 subtasks

This would be 100% identical for 10-15 various projects every single time.

**The question:**

Is there a way of automating this either per project or all in one go?

**Bonus info:**

Naming convention would be the same for all parent tasks and all subtasks

**Challenge**

I am not able to find a manual trigger without having created the parent issue

Is this even possible?

Jacob


Answers:
author: Trudy Claspill
body: Hello [@Jacob Kock Plinius](/t5/user/viewprofilepage/user-id/5130033)

Are the projects where you want to create this information all Company Managed projects, or are any/all of them Team Managed projects?

When you say
> This would be 100% identical for 10-15 various projects every single time.

...do you mean that the content of each parent issue would be identical, and each sub-task would be identical, regardless of the project in which they are being created?

When you say you have to do this 4 times a year, do you mean you want to create the issues across all the specified projects at the same time, 4 times a year? Or might you need to create the issues at different times in different projects?

You could create such rule(s) using a Schedule trigger so the issues would be created automatically. Or you could disable the Schedule rule and then re-enable it at the time you want to create the issues, and trigger it to run immediately at that time, then disable the rule again.

Or you could create a manually triggered rule. You would not have to trigger that rule specifically from the parent issue. You could trigger that from any issue and simply ignore the issue used as the trigger.


Tags: cloud

jira-service-management

jira-service-management-cloud
Move large number of customers to organization
Asked by Ugnius Au?ra:

How to move customers to organization (By not adding them manually, one by one)?

Because when we started or organization, we didn't knew how to use JSM. Today when trying to fix past issues, we came to last issue - Adding customers to organizations.

Issue is that we have already about 3k-4k customers, so it would be extremely uncomfortable and inefficient to add them manually one by one.

Our organization uses Atlassian Cloud.

Thanks for your attention!


Answers:
author: Aditya_miniOrange
body: Hi [@Ugnius Au?ra](/t5/user/viewprofilepage/user-id/5509290)

Your requirement can be fulfilled with the help of [miniOrange's SCIM](https://marketplace.atlassian.com/apps/1222000/scim-provisioning-user-sync-group-sync-for-jira?hosting=cloud&tab=overview) app.

If your users are stored in any identity provider or active directory, we can automatically sync your customers to your JSM organizations.

With the help of the SCIM protocol, your customers will be synced to JSM organizations based on their IDP groups/domains, eliminating the need to add them one by one manually.

If you would like a demo of the app please raise a service request[here](https://miniorange.atlassian.net/servicedesk/customer/portal/2) and a miniOrange representative will help you with all the details.

PS: I work for miniOrange, One of the Security vendors in Atlassian Marketplace.

Thanks,

Aditya

comments: author: Ugnius Au?ra
body: [@Aditya_miniOrange](/t5/user/viewprofilepage/user-id/4489567)

Thank you for your reply!

By any chance, can I delete customers from JIRA, not using single customer select, but deleting more than one?


author: Aditya_miniOrange
body: [@Ugnius Au?ra](/t5/user/viewprofilepage/user-id/5509290)

Yes, you can delete customers from Jira in bulk based on the last login time.

We have a separate solution for that if you are interested in [user management in Jira.](https://marketplace.atlassian.com/apps/1224360/deactivate-inactive-users-bulk-user-management-for-jira?hosting=cloud&tab=overview)

Let me know if you would like to discuss your use case in detail over a call. You can raise a service request[here](https://miniorange.atlassian.net/servicedesk/customer/portal/2) and a miniOrange representative will help you with all the details.

Thanks,

Aditya


Tags: cloud

jira-service-management

jira-service-management-cloud
backup and restore of cloud instance
Asked by Jana_Kyselova:

Hello, I have a sandbox environment with JSM only, where I've set-up and tested service desk projects. I have production instance with both Jira and JSM. If I restore the backup created on sandbox - will it create only JSM projects, and Jira projects remain intact, or it will remove Jira projects as they are not present in sandbox?

I've tried to find the answer in knowledge base, but was not sucessfull.

Thanks for your answer.


Answers:
author: Trudy Claspill
body: Hello [@Jana_Kyselova](/t5/user/viewprofilepage/user-id/5203198)

What process did you use to create the backup?

If you used the Export Data from Jira Cloud process described here:

<https://support.atlassian.com/jira-cloud-administration/docs/export-issues/>

...the corresponding import process mentioned later in the document references this secondary document:

<https://support.atlassian.com/jira-cloud-administration/docs/import-issues/>

That document says:
>
> Import a backup file {#toc-hId--356085525}
> ------------------------------------------
>
> Importing entities.xml and activeobjects.xml will overwrite the database in your Jira Cloud site. Importing the attachments, avatars, or logos files will overwrite any existing attachments, avatars, or logos in your Jira Cloud site, respectively.

In that process, your Jira Software projects would be wiped out.

comments: author: Jana_Kyselova
body: Thank you for your answer, I've already realized that. Unfortunately there is no other way how to backup and restore either individual projects, or "types" of project at least :-(


author: Vish Reddy _Revyz_
body: Hi [@Jana_Kyselova](/t5/user/viewprofilepage/user-id/5203198)

I am from [Revyz](https://www.revyz.io/backup-jira-cloud).

If you are looking to either granularly back up and restore: specific projects, assets schema's etc.. our app [Revyz Data Manager for Jira](https://marketplace.atlassian.com/apps/1228694) can help you, please see below the use cases we help address.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/332191iCD1AD80509991CD1/image-size/large?v=v2&px=999 "image.png")


author: Daria Kulikova
body: Hello [@Jana_Kyselova](/t5/user/viewprofilepage/user-id/5203198) ,

As an option to back up your Jira data, you can try third-party backup tooks, like GitProtect backup and Disaster Recovery software for Jira Software, Jiea Service Management, and Jira Work Management. With GitProtect automated backups you can restore your data from any point in time fully or granularly (only specific data) to the same or a new account, to your local device, etc.

You can learn more about GitProtect backup and DR software and try it free for 14 days or free for up to 10 users on Atlassian Marketplace: [https://marketplace.atlassian.com/apps/1228719/gitprotect-io-backups-for-jira-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1228719/gitprotect-io-backups-for-jira-cloud?hosting=cloud&tab=overview)

Kind regards,

Daria


Tags: cloud

jira-service-management

jira-service-management-cloud
Automations change issue status from IT Waiting to Open
Asked by Arun Chhetri:

Once someone assigned to this status, it should automatically change to 'IT Waiting' To open and should not be revertible.   

Is it possible with automations?

Waiting for your response.


Answers:
author: Christian
body: Hello Arun

Yes this quite straight forward. You'll make an automation that triggers on the "Issue Assigned" trigger. Then, put a simple If Issue Field Condition component saying "Status" = "IT Waiting", and then put a "Transition Issue" component that transitions to "Open".

To make this non-revertible, you will have to go to the workflow for the project you are working in and eliminate any transition from "IT Waiting" to "Open". It will not be the Automation that does this.

Let me know if that works for you or if you have any other questions!

Christian

comments: author: Arun Chhetri
body: Wow, It was amazing. Many thanks.


Tags: cloud

jira-service-management

jira-service-management-cloud
Autocomplete customer details
Asked by David Rencken:

Hi. I would like to be able to select the customer from the dropdown list, and then have the other customer details (organization, contact number, email etc.) autocomplete in the ticket fields. How would I set this up? Thanks, David


Answers:
author: Anusha A
body: Hi David,

Welcome to Atlassian Community support and Thanks for your question!

Based on your description, it appears that you would like to have a feature where a customer can be selected from a dropdown list(example - reporter field), and this selection would automatically populate the corresponding fields for that customer (such as organization, contact number, and email) on the issue view.

To achieve this, you can create fields in the project, under "**customers** " section by clicking on "Manage detail fields" and make sure the "**show on issue view**" option is enabled after the relevant fields are created. This will allow the fields to be automatically filled in for the chosen customer on tickets.

![Screenshot 2024-06-03 at 7.34.30?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/327551iEE0D64831661DE91/image-size/large?v=v2&px=999 "Screenshot 2024-06-03 at 7.34.30?PM.png")![Screenshot 2024-06-03 at 7.34.41?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/327553i75DFBD184D2ED0EC/image-size/large?v=v2&px=999 "Screenshot 2024-06-03 at 7.34.41?PM.png")

![Screenshot 2024-06-03 at 7.34.07?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/327552i759A91B7EB900B79/image-size/large?v=v2&px=999 "Screenshot 2024-06-03 at 7.34.07?PM.png")

Further read -

* [Manage customer detail fields](https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/)

Hope that answers your question.

Regards,

Anusha A


Tags: cloud

jira-service-management

jira-service-management-cloud
Corresponding with external emails within a ticket
Asked by Robert Ware-Lane:

I have support tickets that are raised via email and don't come through a portal.

Sometimes these tickets require that we outsource work to an external company and this requires adding in an external email address midway through a ticket.

With our old system we could just 'CC' within a service ticket and easily add extra people to a conversation.

Is there a way to do this within Jira Service Management?


Answers:
author: Bruna Silva
body: Hello [@Robert Ware-Lane](/t5/user/viewprofilepage/user-id/5445215),

Thank you for reaching out to Atlassian Community!

As mentioned in [this document](https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/), anyone with access to the service project can add request participants by including the participant's email address in the "**To** " or "**Cc**" field when creating the request via email or replying to a request's email notification. You can find more details about request participants in the following document:

* [What are request participants?](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/)

For customers, it is important to note that the permission to add request participants to the request is managed by **Customer permissions**:

* *For Company-managed projects* : **Project settings** \> **Customer permissions** \> **Customer sharing**
* *For Team-managed projects* : **Project settings** \> **Channels** \> **Customer permissions** \> **Customer sharing**

More details about customer permissions can be found in the document below:

* [Change project customer permissions](https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/)

If you have any questions or need further assistance regarding this matter, please let us know.

Regards,  
**Bruna**


Tags: cloud

email

jira-service-management

jira-service-management-cloud
Mail from other client's ticketng system rejected
Asked by Service Desk 1:

We got an issue with mails coming from other client's ticketing systems, we dont know why but it gets immediately Rejected as it flags them as an "automated response" (as shown in the first screen).  

We had to go and manually allow some of those mail adress.

Is there other ways to allow them or "remove" the filtering.

![unnamed (2).png](/t5/image/serverpage/image-id/326869i53DFA13FE9DE6F84/image-size/large?v=v2&px=999 "unnamed (2).png")![unnamed (3).png](/t5/image/serverpage/image-id/326868i5EADFAD4A7F73F94/image-size/large?v=v2&px=999 "unnamed (3).png")


Answers:
author: Rilwan Ahmed
body: Hi [@Service Desk 1](/t5/user/viewprofilepage/user-id/5458569) ,

Welcome to the community !!

To avoid the rejection of the emails sent from your customers, you need to add their domain to the **allowlist.** Messages received from domains in the allowlist are never filtered out, regardless of the content of the message. Add trusted domains to the allowlist so you'll always receive their messages.

To add a domain to your allowlist in a **company-managed** project:

1. From your service project, go to **Project settings** \> **Email requests**.

2. Select **More** (...) \> **Manage allowlist**.

3. Select **+ Add domain name**.

4. Enter the domain name (do not include @).

5. Select **Save**.

To add a domain to your allowlist in a **team-managed** project:

1. From your service project, go to **Service project settings** \> **Channels** \> **Email**.

2. Select **More** (...) \> **Manage allowlist**.

3. Select **+ Add domain name**.

4. Enter the domain name (do not include @).

5. Select **Save**.

comments: author: Rilwan Ahmed
body: While adding domain name, do not give the email address.   
Example: for XXXXX.XXXXXX@guest.aceaspa.it, the domain name should be mentioned as "**guest.aceaspa.it"**

This will allow any emails from [@guest](/t5/user/viewprofilepage/user-id/72866).aceaspa.it.


author: Service Desk 1
body: Is there a way to avoid adding very single address to allow list?   
Is there a way to disable the filtering?


Tags: cloud

jira-service-management

jira-service-management-cloud
Issues with filters
Asked by Ravisekhar_g:

Hello,

Is any one facing with loading view all issues

Thanks

Ravi


Answers:
author: Vronik
body: Hi

Look at this

[https://status.atlassian.com/?utm_source=gdn\&utm_medium=paid-display\&campaign=21252494340\&adgroup=\&device=c\&devicemodel=\&placement=\&aceid=\&creative=\&adtype=\&gclid=CjwKCAjwx-CyBhAqEiwAeOcTdcyARcr6JLJtgTbWifJnsj85lKihzKzgK81LVWM-TBLvGuQJ_UpczxoCHn8QAvD_BwE\&country=\&network=x\&targetid=\&gad_source=1](https://status.atlassian.com/?utm_source=gdn&utm_medium=paid-display&campaign=21252494340&adgroup=&device=c&devicemodel=&placement=&aceid=&creative=&adtype=&gclid=CjwKCAjwx-CyBhAqEiwAeOcTdcyARcr6JLJtgTbWifJnsj85lKihzKzgK81LVWM-TBLvGuQJ_UpczxoCHn8QAvD_BwE&country=&network=x&targetid=&gad_source=1)

Incidente with Jira


author: Dirk Ronsmans
body: [@Ravisekhar_g](/t5/user/viewprofilepage/user-id/5325219) ,

There was indeed an issue ongoing that caused intermittent failures

<https://jira-software.status.atlassian.com/incidents/qj2jrt6qc3p1>


Tags: cloud

jira

jira-service-management

jira-service-management-cloud