youngmon/atlassian-qna huggingface dataset:
Smart value to obtain Organization field based on reporter's email address
Asked by Sam Osborne:

I have customers and their email addresses assigned to different Organizations. Each Organization submits tickets via their own request portal.

When a customer submits a ticket in the portal and selects 'No one' in the 'Share with' field (pic below), their Organization field does **not**populate on the issue. Their email does, however.

**![pic1.png](/t5/image/serverpage/image-id/303561i503CC34D1FBC0589/image-size/large?v=v2&px=999 "pic1.png")Can I use Jira smart values in an Automation rule to obtain an Organization based upon an issue reporter's email address?**


Answers:
author: Dan Breyen
body: I wish there was an easier way to do this or have it as default feature where the Organization of the Reporter fills in to the Organization of the ticket. With some API calls and Automation, the answer is yes. Support helped me with an Automation that uses some API calls to get the organization and if there is only one, the updates the ticket with the Organization.

It's a long drawn out Automation, and I'm not an expert on it. But if you can't figure it out yourself, you should be able to get support to help you.

comments: author: Sam Osborne
body: Thanks for the response. That's alright, I'm just glad it's possible. Did you communicate to support via the raising of support tickets?


Tags: cloud

jira-service-management

jira-service-management-cloud
How the change the filter of the default KanBan on a JSM project
Asked by Jared Belmarsh:

Hello,  

We recently did a test migration from Server to Cloud and working on getting things organized for the real deal in a few weeks.  

In Server, we have multiple support teams that have their own filters and KanBans which split out the work for each team by the components they support.  

After we migrated and enabled the Board feature for our JSM project in Cloud, it looks like it has taken one of the filters and KanBans we used in the project and made the default filter/KanBan for the Board feature. The best I can tell is this was the first one alphabetically it came across.

However, I can't seem to find an option to adjust the filter or the board this is using. All I have available to edit is Columns and Quick filters when I choose the option to configure the board.  

Is it possible to adjust the board and/or filter that is being used here on this 'default' project board?  

Any help is appreciated.  

Thank you.  

<br />


Answers:
author: Joseph Chung Yin
body: [@Jared Belmarsh](/t5/user/viewprofilepage/user-id/5419263) -

Welcome to the community.

By default, JSM project doesn't offer the concept of Kanban, it is using Queues concept in managing issues. Recently, JSM Cloud env provided the ability for one to enabled the Board feature for JSM projects, but it doesn't have a functionality as of now for one to edit the filter query - <https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-boards/>

However, you still can (although not preferred) create the Kanban boards outside of the JSM project, and then add the board URLs into your JSM project's "Shortcuts" section to provide access to those boards within the JSM project UI. This means that you will continue to manage the board filter for your Kanban board same as the way you do for Jira Software application projects.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

comments: author: Jared Belmarsh
body: Thank you [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) , I appreciate the quick response here.  

We will create individual boards for now.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to change your main support email
Asked by D3 Support:

When creating an email for support, Jira assigned it a name after the @, such as support@xxx.atlassian.net.  
I'm trying to replace this email with another one, but I'm unable to do so.  
Could the issue be related to the fact that we are on a free plan?   
Please advise ?


Answers:
author: RMahajan
body: Hi [@D3 Support](/t5/user/viewprofilepage/user-id/5419268) ,  

On the free plan of Jira Cloud, the email address associated with your instance is typically automatically generated based on your site name, and you may not have the ability to customize it. For example, if your Jira Cloud site is "example.atlassian.net," the default support email might be something like "support@example.atlassian.net."  
Here are a few key points to consider:  
1\] Email Address Customization:  
On the free plan, you may not have the ability to customize the email address associated with your Jira Cloud instance. This is because the email domain is tied to your site name.  
2\] Paid Plans:  
With certain paid plans, Atlassian provides more flexibility in customizing the email address associated with your Jira instance. However, this customization might be limited to the domain portion after "@" symbol.  
3\] Contact Atlassian Support:  
If you have specific requirements, I recommend reaching out to Atlassian Support for accurate and up-to-date information.  

Hope it will help!  
Regards,  
RMahajan

comments: author: D3 Support
body: Thank you very much!


Tags: cloud

jira-service-management

jira-service-management-cloud
Duplicated users between JSM y JSW
Asked by Isaac Martin Mu?oz:

I am confused with jira software user management and jira service management as I am getting duplicate users. I have several ways to enroll users in Jira Service Management. I can add them by registering them in jira software and giving them a jira service management client profile. I can also register them from JSM by adding them as a customer and I can also register them by entering the JSM project configuration by adding them to people and giving them a JSM Customer profile. Which of the three ways would be correct? Why are they not synchronized and do I have duplicate users even if they have the same email?


Answers:
author: Max Foerster - K15t
body: Hey [@Isaac Martin Mu?oz](/t5/user/viewprofilepage/user-id/2467664)

Customers are not "users." As you noticed, you can grant users permissions so they have a customer role in a service project, and depending on your configuration, they might consume licenses for the products to which they have been granted access.

You won't be able to do anything similar with the project's customer accounts (Portal-only accounts). Customers also don't consume a license because they also only exist in the respective service projects. There's some good documentation around the topic, explaining the pros and cons and what is recommended for different use cases

* [What different account types can customers have?](https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/)
* [Manage your customers](https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/)

I hope that was helpful already. :)

Best, Max

comments: author: Isaac Martin Mu?oz
body: Thanks a lot. The problem is that sometimes we register a customer as a portal client only but after sometimes he need access to jira software and we give him jira access so we have two users with the same email. And when we look for a user it appears duplicated as portal only and as atlassian user.


author: Max Foerster - K15t
body: I feel you. We're facing the same issues every now and then, and it also always requires us to at least go back to old requests to add the new account as a request participant so they have access to their old requests. If you only realize after a while that the user account is necessary and not just a portal-only user, you have already lost. ? ?


author: Joseph Chung Yin
body: [@Isaac Martin Mu?oz](/t5/user/viewprofilepage/user-id/2467664) -

I agreed with [@Max Foerster - K15t](/t5/user/viewprofilepage/user-id/693014) stated, JSM customers (who can only access the issues via the Portal UI) are typically for JSM product only (not the same for JWM). For JWM, users will consume an actual license based on my experience.

JSM users and customers are different where users are typically considered one who can access the issues via the project UI.

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
Sort by multiple elements in que
Asked by Ellie:

Hi team,

We use queues constantly in Jira, and have one big overall one with all of the tickets (200+ at any given time). I am looking to sort by two fields at once, so sort by Priority (P1/P2/P3) then sort by date created (Oldest to Newest). Is there any way to sort by multiple elements? Tried it in filters too with no luck,

Thank you in advanced!


Answers:
author: Joseph Chung Yin
body: [@Ellie](/t5/user/viewprofilepage/user-id/5400589) -

In JSM queue, you can switch the Basic mode to "Switch to JQL", where you can then use JQL syntax of "Order by" to sort on multiple elements. (see images below)

![2024-01-31_9-06-09.png](https://community.atlassian.com/t5/image/serverpage/image-id/303563i3AC1E5716764ECA1/image-size/large?v=v2&px=999 "2024-01-31_9-06-09.png")

![2024-01-31_9-07-32.png](https://community.atlassian.com/t5/image/serverpage/image-id/303564i1616420B75FCC9F6/image-size/large?v=v2&px=999 "2024-01-31_9-07-32.png")

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to invite hundred plus customers to the customer portal at a time in Jira service management
Asked by bhushan:

Hi Team,

One of our client is looking for 100 users to access their customer portal. How can we add the 100 users under Customers at a time. please suggest the best practices to achieve the mentioned functionality.

Best regards,

Bhushan


Answers:
author: Jack Brickey
body: hi [@bhushan](/t5/user/viewprofilepage/user-id/5267318) ,

What I have done in the past is to create a CSV file with all of the customers emails then you can simply copy and paste it into the add customer box.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to implement a process that will validate if a field is completed before the status c
Asked by Andile Luvuno:

Good morning,

Is it possible to implement a process that will validate if a field is completed before the status can transition to the next phase?

Example:

Calls require Due Dates when it will be attended, once the call has been attended by the FST we can close the call. If the "Due Date" field is still empty it reports on the daily JIRA report on calls with missing due dates.

I want to find out if it is possible for JIRA to verify/validate that the Due Date field contains data before a call can be resolved?


Answers:
author: Jack Brickey
body: if you are using a company managed project then you can edit the workflow and add a condition or validator to your transitions. If you are using CMP and need assistance setting this up please let me know. You will need admin permissions to edit the workflow.

comments: author: Andile Luvuno
body: Thank you for the above, it worked


Tags: cloud

jira-service-management

jira-service-management-cloud
Description from Filter objects with attributes in (Assets referenced object Field)
Asked by Rudina Aldubayan:

Hey everyone,

I have an issue with assets.

The **Description** from **Filter objects with attributes** in (Assets referenced object Field)

![Screenshot 2024-01-31 at 2.37.31 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/303497iB320F11444B15E49/image-dimensions/429x65?v=v2 "Screenshot 2024-01-31 at 2.37.31 PM.png")

appear between \<p\>\</p\> in the request

![Screenshot 2024-01-31 at 2.38.23 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/303498i3E93F3895123A126/image-dimensions/347x102?v=v2 "Screenshot 2024-01-31 at 2.38.23 PM.png")

Can I remove this \<p\>\</p\>?

or

Can I solve it as a Script Behaviour? if anyone can solve it as a script I want the description automatically updated if there are new roles or changes in descriptions and so on ...

Thank you


Answers:
author: Peter-Dave Sheehan
body: I don't think you can solve this with scriptrunner.

I'd recommend using a different attribute (text instead of textarea) to display in your form.


Tags: assets

behaviours

jira-service-management

script
Proper way to configure SSO for internal employees (Customer Portal only)
Asked by Marcel Wimmer:

Hello,

i?m not getting smarter with the documentation about customerportal sso.  

Through Atlassian Access we can configure "external" customer sso. If i only want employees to enter the customerportal with sso, do i have to add a seperate application in azure ad and add an external idp?  

I just did that and the user (same domain) can now sso into the customerportal but has no access until i manually add him as customer in the service desk project.

Is there a better way to do this? And is there a way to provision "external" users?

Greetings

Marcel


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Marcel Wimmer](/t5/user/viewprofilepage/user-id/5419060) and welcome to the Community!

Have you checked out this Article and Thread?: [Jira Service Management - Portal-only account Sing... - Atlassian Community](https://community.atlassian.com/t5/Jira-Service-Management-articles/Jira-Service-Management-Portal-only-account-Single-Sign-On-SSO/ba-p/2442381) There are a lot of questions ans answers in the Thread especially.

It is two separate configurations for internal and external users. Some users said that they used the same IdP for both. I've not configured SSO for external users yet so can't speak from experience unfortunately.

comments: author: Marcel Wimmer
body: Hey Rebekka,

thanks for your answer and tipps, but we moved to an Marketplace Addon which helped us perfectly (miniOrange Plugin).


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue View Tabs disappear when issue is closed
Asked by steven_allcock:

We have created an issue tab on our incidents and when we close an incident the tab vanishes, but if we edit the issue it reappears.  

is this something thats by design or a setting we are missing

![thumbnail_image001.png](https://community.atlassian.com/t5/image/serverpage/image-id/303485i309747DC6C64CAE3/image-size/large?v=v2&px=999 "thumbnail_image001.png")![thumbnail_image002.png](https://community.atlassian.com/t5/image/serverpage/image-id/303484iE8A66DFF5AE11882/image-size/large?v=v2&px=999 "thumbnail_image002.png")


Answers:
author: Richard Scholtes
body: Please check if the Tab is only on the Edit Screen of the issue Type or it is on the View Screen as well. As Closed Issues are often configured to a "view only" state.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: Link Issues created by same reporter, except for ...
Asked by Bernd Anderer:

When a new issue is created, I want to search for all Issues by the same Reporter and link them to the newly created issue.

That part is easy - I know how to do (see screenshot)

The additional requirement is:

don't link any issue IF the reporter is Reporter1 or Reporter2 (these are technical users that are creating many issues, that don't need to be linked)

Question is: how do I add that condition "Report != report1 AND Reporter != reporter2"

Thanks in advance,

Bernd

![Bildschirmfoto 2024-01-31 um 12.39.10.png](/t5/image/serverpage/image-id/303499i3A6B75D70469CA64/image-size/large?v=v2&px=999 "Bildschirmfoto 2024-01-31 um 12.39.10.png")


Answers:
author: Luiz Ricardo Pereira da Silva
body: Hello [@Bernd Anderer](/t5/user/viewprofilepage/user-id/565597)  
If the 2 users are fixed, create 2 more variables with these users and add them in a conditional that, before the Branch action, places these users as an exception.  

**I hope this helps you.**   
Please let me know if this solution worked.

comments: author: Bernd Anderer
body: Hi Luiz,

thank you for your answer. Actually - that is what I tried (see screenshot)

Where I do have a problem, is the THEN statement. For my understanding, when both IF are true THEN the For JQL should be executed.

That is apparently not what I did :-) But I am struggling with Automation on how to express this.

Do you have an idea how exactly I can achieve that?

![Bildschirmfoto 2024-01-31 um 12.38.52.png](https://community.atlassian.com/t5/image/serverpage/image-id/303604i5CB54A2827CBC279/image-size/large?v=v2&px=999 "Bildschirmfoto 2024-01-31 um 12.38.52.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to transfer data of one custom field (type-Date time Picker) to another field (system field)
Asked by Arika Tejeswani:

We have exported data of custom field End Date (Data time picker) and imported the data to Due Date (system field). I am unable to see Imported data in Due Date. Is there any way to get solution for this?


Answers:
author: Luiz Ricardo Pereira da Silva
body: Hello [@Arika Tejeswani](/t5/user/viewprofilepage/user-id/5418958)  
I believe you may be facing the same thing as me.  
Only users with the Schedule Issues permission can populate the Due date field.  
Check if the user importing the values has this permission on the project.  
If it still doesn't work and this information is in the issue, choose to use an automation that copies the value from the custom field to the Due Date field.  
**Hope I helped you!**


Tags: cloud

jira-service-management

jira-service-management-cloud
Retrieve the JIRA tickets where the Resolution Notes[Paragraph] field has fewer than 100 characte
Asked by janakiraman P:

Hi All,  

Using JQL, is there any possibility to retrieve the JIRA tickets where the **Resolution Notes\[Paragraph\]** field has fewer than 100 characters?  

Am looking for a query like below.  

**\`project = "P1" AND status in (Closed, Resolved, Cancelled) AND count("Resolution Notes\[Paragraph\]") \<100\`** Thanks,  
JP


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@janakiraman P](/t5/user/viewprofilepage/user-id/5412396),

welcome to the community!

As already suggested, I'm afraid you'll need extra tooling for this. If you're open to solutions from the Atlassian Marketplace, this would be easy to do using the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2594192).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting* - as well as the ability to filter issues via [*regular expressions*](https://regex101.com/).

With regular-expression-based filtering, you can apply pretty much any logic, including the one that you are after:

![regex-character-limit.gif](https://community.atlassian.com/t5/image/serverpage/image-id/303555i39AE6ED2A931B575/image-size/large?v=v2&px=999 "regex-character-limit.gif")

(I'm using the summary here but it works the same with any other field.)

The regex that I'm using is *\^.{0,\<character-count-upper-limit\>}$*, so for you this would be

```
^.{0,100}$
```

Once you've identified your issues, you can work on them directly in JXL (e.g., bulk edit them via copy/paste), or trigger various operations in Jira.

Any questions just let me know,

Best,

Hannes

comments: author: janakiraman P
body: Hi Hannes,  

Thanks for your quick response.  

Best,  
JP


author: Dan Breyen
body: Hi [@janakiraman P](/t5/user/viewprofilepage/user-id/5412396) welcome to the community. I found this community article. [query-to-check-if-the-length-of-the-text](https://community.atlassian.com/t5/Jira-Software-questions/I-am-looking-for-a-JIRA-query-to-check-if-the-length-of-the-text/qaq-p/1070692)

I haven't found a way to do this natively with JQL, but it looks like there are third party tools that may allow it.

comments: author: janakiraman P
body: Hi Breyen,  

Thanks for your update on this.  

Best,  
JP


Tags: cloud

jira-service-management

jira-service-management-cloud
How to get the Jira tickets that have been worked on by several assignees
Asked by janakiraman P:

Hi all,  

Using JIRA Query Language (JQL), Is there any possibility to fetch the JIRA tickets which have been assigned and worked by more than one assignee?   

Please Note: I'm expecting the JQL query like as follows.  
**\`project = "P1" and status IN ("In Progress") and assignee count(changed) \> 1\`**   

Thanks,  
JP


Answers:
author: Automation Agent
body: [@janakiraman P](/t5/user/viewprofilepage/user-id/5412396) Hi!

Where the assignee indicates the **changed** . If this solves your question, than accept this answer, if not, then let me know and we'll keep looking!  

comments: author: Automation Agent
body: **project = "P1" and status IN ("In Progress") and assignee CHANGED**


author: janakiraman P
body: Hi [@Automation Agent](/t5/user/viewprofilepage/user-id/5420164) ,  

Thanks for your response. The below mentioned query is not working in my case.  
**project = "P1" and status IN ("In Progress") and assignee CHANGED
<br />** But I'm looking for a query where assignee changed more than one time for a particular JIRA issue (meaning a single ticket was handled/handling by more than one assignee).  
Can you help me to get a query for this case?  

Thanks in advance.


Tags: assignee

cloud

jira-service-management

jira-service-management-cloud

jql
Jira not processing emails
Asked by Terry Dance:

Our Jira stopped processing emails for a number of hours. This has now been solved and is processing new emails, but it is not processing the emails we received while it wasn't working.

I've tried read/unread and moving the email into 1 inbox and back into the main one, but it just isn't processing them.

What an I do?


Answers:
author: Nikola Perisic
body: Hello [@Terry Dance](/t5/user/viewprofilepage/user-id/5385711)

Not sure what do you mean about processing the emails. Does this mean receiving them in your inbox? Correct me if I am wrong.

comments: author: Terry Dance
body: The emails are in the inbox, but its not picking them up and creating/updating requests from those emails.


author: Nikola Perisic
body: I believe this is something you are looking for: <https://confluence.atlassian.com/jirakb/emails-are-not-processed-into-comments-or-new-requests-in-a-jira-service-management-project-1209869276.html>


author: Terry Dance
body: No I dont think thats it.

No config has changed in our Jira. Lets say Jira stopped processing emails from the inbox at 10am, and this was fixed at 1pm. Jira is processing new emails, but theres 3 hours worth of emails Jira is ignoring.

How do I force Jira to pick these emails up.


author: Nikola Perisic
body: Well in that case, you should write to Atlassian to take a look when this email was on the supression list, since they have access to these logs.


Tags: cloud

email

jira-service-management

jira-service-management-cloud