youngmon/atlassian-qna huggingface dataset:
Based on the project role i want to hide some custom fields in view screen
Asked by Sreenivasulu:

Hi Team,

could you please help me

Based on the project role i want to hide some custom fields in view screen using script runner.

These are the custom fields.

Assigned tester: user picker

Test TL : user picker

Assigned Developer user picker

DEV TL - user picker


Answers:
author: Perumal M
body: Hi [@Sreenivasulu](/t5/user/viewprofilepage/user-id/5571166) ,

"Could you please use the script below in Scriptrunner behavior? It will be helpful for you."

import com.atlassian.jira.component.ComponentAccessor  
import com.atlassian.jira.security.roles.ProjectRoleManager

// Get the Project Role Manager  
def projectRoleManager = ComponentAccessor.getComponent(ProjectRoleManager)  
def financeRole = projectRoleManager.getProjectRole("Finance") // Replace with your actual project role name

// Get the current user and project  
def currentUser = ComponentAccessor.jiraAuthenticationContext.loggedInUser  
def project = issueContext.projectObject  
def totalRevenueField = getFieldById(getFieldChanged())

// Debugging: Print out the current user and project  
log.error("Current user: ${currentUser.username}, Project: ${project?.key}")

// Check if the user has the "Finance Team" role in this project  
if (projectRoleManager.isUserInProjectRole(currentUser, financeRole, project)) {  
// Finance users: Show the field and make it editable  
totalRevenueField.setHidden(false)  
totalRevenueField.setReadOnly(false)

log.error("User ${currentUser.username} is part of Finance Team. Showing Total Revenue field.")  
} else {  
// Non-Finance users: Hide the field completely  
totalRevenueField.setHidden(true)  
totalRevenueField.setFormValue("Empty")  
log.error("User ${currentUser.username} is NOT part of Finance Team. Hiding Total Revenue field.")  
}  
Note: It will only support the edit and create screens. The behavior script won't directly hide the field in the view screen; you need to use the Scriptrunner fragment.


author: Chris Rainey
body: Hi there,

Check out these YouTube videos on Behaviors in ScriptRunner and see if they assist you.

[Video 1](https://www.youtube.com/watch?v=IyOibvtZJbs)

[Video 2](https://www.youtube.com/watch?v=x59UiTUyVSQ)


Tags: cloud

jira-service-management

jira-service-management-cloud
Group not an option for restricting request type
Asked by Lee Hutchinson:

Hello,

I have two request types in service desk. The first is a company wide request so everyone can have access. The second is only for certain staff members. I want to restrict it by group.

I have added staff as customers and added them to a group but when I go to restrict the request type the group I created isn't an option. I am going about this the right way or am I missing something?


Answers:
author: Rudy Holtkamp
body: Hi [@Lee Hutchinson](/t5/user/viewprofilepage/user-id/5572101) ,

Did you create the user group in the admin console?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/348998i7248D8094B6F5082/image-size/large?v=v2&px=999 "image.png")

Then go to the request types \> click on the lock icon \> type Staff

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/348999i83096D5514732F15/image-size/large?v=v2&px=999 "image.png")

This should work.

comments: author: Lee Hutchinson
body: I created the group and added members in admin, but when I go back to the project and try start typing the group name nothing appears


author: Rudy Holtkamp
body: That is very strange, it should be available. Maybe a caching issue in your browser


author: Kieren _SmolSoftware_
body: Hi [@Lee Hutchinson](/t5/user/viewprofilepage/user-id/5572101)

There's often a delay between creating a group and it syncing with the JSM backend. Shouldn't be more than a few minutes at most. If you close/refresh the page, does the group show up?

Can you see any other groups at all when you try to restrict to a group via the page [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802) posted?


author: Kieren _SmolSoftware_
body: Some group searches can be very picky, did you search with the correct letter case? Eg capital vs lowercase

Does the group name you created have any unusual/uncommon characters?


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to export the Organizations as CSV
Asked by Ruchi:

We have option to " Import from a CSV " in Organisations under JSM project but is there any way to export these details as well.


Answers:
author: Mehmet A _Bloompeak_
body: Hi [@Ruchi](/t5/user/viewprofilepage/user-id/5497004) ,

As far as I know the only option is using rest api and it returns JSON not CSV.

<https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-get>

The rest api has pagination, it takes 50 organization on each page. You need to modify the **start** parameter if you have more than 50 organizations.

```
/rest/servicedeskapi/organization?start=1
```

comments: author: Ruchi
body: Thank you [@Mehmet A _Bloompeak_](/t5/user/viewprofilepage/user-id/3740047) I tried the above suggestion but why is it giving random organisations , I was expecting to see the 1st 50 organisations.


author: Mehmet A _Bloompeak_
body: I guess it returns the organizations ordered by their ids. The ids are generated by the organization creation date. It is not possible to get organizations ordered by name. You need to get all the organization page by page and then combine them into a single json array. Then you can sort it using javascript coding.


author: Ruchi
body: Thank you:)


author: shib saha
body: Hi [@Ruchi](/t5/user/viewprofilepage/user-id/5497004) , Welcome to the community! There is no option available from UI to export the organization member in csv in JSM. Here is the link to the rest api for extracting the same data to csv using th erest api.

Hope this will be helpful to your query, in case of any query let me know. Thanks

comments: author: Ruchi
body: Hi Shib [@shib saha](/t5/user/viewprofilepage/user-id/4610701) Thank you:)

Could you please share the link , I dont see this in your answer.


author: shib saha
body: Apology i forgot the share the link: <https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-organization/#api-api-v1-organization-organizationid-get>


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we Add multiple announcement to a help center or portal
Asked by Ruchi:

Can we Add multiple announcement to a help center or portal


Answers:
author: Cristian IONESCU
body: Hi Ruchi,

In Jira Service Management, the ability to add multiple announcements directly is limited to a single announcement that can have multiple sections.

Example:

![ann.png](https://community.atlassian.com/t5/image/serverpage/image-id/348928i8B3EC6A1AE2EF1E7/image-size/large?v=v2&px=999 "ann.png")

If you want to segregate this by groups, you might consider using the "Send email" function. To do this, go to Jira settings \> System \> Send email. From there, select the project roles, choose the relevant project from the dropdown menu, and select "Service Desk Customers" as the role.

Hope this helps.

comments: author: Ruchi
body: Thank you [@Cristian IONESCU](/t5/user/viewprofilepage/user-id/5123296) Looks like this is the only way to do it.

Thanks for bringing up "Send email" function I can not make use of it now as the message I want to send is for our new/unregistered users but its good to know .


author: Walter Buggenhout
body: Hi [@Ruchi](/t5/user/viewprofilepage/user-id/5497004),

While there is one announcement message box for a help center / portal, this is a text area that you can fill with content as you like. If you would like to add long text or multiple messages in there, you should be able to do so.

Hope this helps!

comments: author: Ruchi
body: Thank you [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) , looks like that's the only way to do it.


Tags: cloud

jira-service-management

jira-service-management-cloud
Disable user access to Jira customer portal ( Urgent please )
Asked by Mohamed Saad Taha:

HI Experts,

kindly I need to disable access to Jira customer portal for some users? how can I do this

the issue that the users is from AD and as long as it is active in AD he can login to jira and I want to disable his access to not allow him to open any requests?

How can I do this


Answers:
author: Carla Ann Rowland
body: go to the customer list and remove his profile and remove him from the jira user groups..

The customer roster is found on the service desk left panel --customers.

There is a jira user group that has access to the portal make sure his profile is removed from this group.

If he does not need access to your instance at all you should be able to deactivate his profile.


author: Mohamed Saad Taha
body: Is there any idea's


author: Manoj Gangwar
body: Hi [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037)

Under User Management, you can disable the user's JSM - Agent \& Customer license.

comments: author: Mohamed Saad Taha
body: Hi [@Manoj Gangwar](/t5/user/viewprofilepage/user-id/4484987) ,

he is already don't have JSM license but he has access to customer portal to open requests on the projects that have this configuration in customer permissions ( Customers who have an account on this Jira site )

and I don't want to allow him to open any request, and he is active directory user so i don't have any option to disable his account

please let me know if it is clear


author: Manoj Gangwar
body: So you are not getting the option to disable the site access.

![Screenshot 2024-09-24 155434.png](https://community.atlassian.com/t5/image/serverpage/image-id/348943i498B5F64DDDF47CD/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 155434.png")


author: Mohamed Saad Taha
body: Iam using Jira data center version, where this options?

I think this is cloud only


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Customers gets a "You do not have permission to assign issue" when trying to create a new issue
Asked by Rune McLeod Winther:

This worked for all our customers yesterday but today they all gets this error when they simply tries to create a new issue:

None of the customer has permission to assign issues to any Assignee and never has been.

Has something over night about permissions in JIRA?

![Screenshot 2024-09-24 at 10.57.08.png](https://community.atlassian.com/t5/image/serverpage/image-id/348902i793CC0318FDE2825/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 at 10.57.08.png")


Answers:
author: Evgenii
body: We have exactly the same problem.  
It can be fixed, if admin grants assign permissions to reporter, but it's not suitable. We specially blocked such permissions.  

And it assigns reporter as assignee, even if project is configured that Assignee must be Unassigned.  

I think it's Atlassian bug, but I don't see open incident

comments: author: Evgenii
body: Made ticket.  
UPD from Atlassian Support:  

> I would like to inform you that we have reported this incident internally, and our team is currently working on it. We will keep you updated on the progress.
>
> In the meantime, if you have any questions please don't hesitate to write back and I will be glad to assist.
>
> Thanks for your patience and co-operation on this.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to show the label above the text area in JSM agent portal?
Asked by yanchiu_octopus_com_hk:

I have a long question to be placed in the agent portal, the pic below shown the effect which is not good

Can the label be shown just above the text area?

I tried set Description or Title, all placed below the text area

Thanks in advance

![1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/348897iBB9F9EFA0CBE293B/image-size/large?v=v2&px=999 "1.PNG")


Answers:
author: Cristian IONESCU
body: Hi Yanchiu,

Unfortunately, Jira doesn't provide an out-of-the-box configuration to change the position of the field description(e.g., placing the label or description **above** the text area) in the agent portal.


Tags: custom-field

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server
Can we block users from putting ?Unassigned? in the assignee field?
Asked by GBE:

As Default, when a ticket is created, this is Unassigned and when we reviewed the ticket, we assigned a member of the team.   
When someone is assigned on the ticket, I don't want that he be able to Unassigned the ticket.

Is there a way to block people to putting "Unassigned" in assignee field ?


Answers:
author: Evgenii
body: Hi, [@GBE](/t5/user/viewprofilepage/user-id/737164)

<br />

There is one more way, but it's kinda workaround ) It won't prohibit changes, but it will deal with consequences.  
You can set automation rule, which will trigger on changing of assignee, and if field is empty - then set previous assignee.  
Or assign manager and add comment, that "This bad person removed himself from assignee" :)


author: Sravan Indukur
body: You can manage this through the Permissions settings.

Navigate to Project Settings \> Permissions and look for the Assign Issues permission. This permission is required for a user to assign tickets to others (including assigning them as unassigned).

To control this, grant the permission to administrators and remove it from project roles that should not have this ability.

comments: author: Sravan Indukur
body: Refer the below link:

<https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/>


author: GBE
body: If we do like this, it means that people can't assigned other people on the ticket. for a code review, for example right ?


author: Sravan Indukur
body: yes


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation to update linked issue fields from Parent issue field change
Asked by Ian Robinson:

Hi,

I am struggling to get working my automation which will update the specific custom fields in a linked ticket when other specific things in the parent ticket is updated.

There is 5 customer fields in each project, named the same but are unique as the Project 2 is a Product Discovery project.

Project 1

"customfield_11309" NAME BE Priority

"customfield_11310" NAME DK Priority

"customfield_11313" NAME FR Priority

"customfield_11311" NAME NL Priority

"customfield_11312" NAME SE Priority

Project 2

"customfield_11358" Name BE Priority

"customfield_11360" Name DK Priority

"customfield_11356" Name FR Priority

"customfield_11357" Name NL Priority

"customfield_11359" Name SE Priority

![Automation_Jira1.png](/t5/image/serverpage/image-id/348876iDAA55F76BA1BD6F1/image-size/large?v=v2&px=999 "Automation_Jira1.png")

![Automation_Jira2.png](/t5/image/serverpage/image-id/348878i0F4ED9D5F77B34E9/image-size/large?v=v2&px=999 "Automation_Jira2.png")

What I am finding is that the automation runs successfully, but it sets the destination fields in project 2 to 'NONE' when the parent ticket fields are updated.


Answers:
author: Walter Buggenhout
body: Hi [@Ian Robinson](/t5/user/viewprofilepage/user-id/5277555),

To refer to the triggering issue in your smart values, use {{triggerIssue.customfield_xxxxx}} instead of {{issue.customfield_xxxxx}}. The latter refers to the issue you are editing, which does not have a value (yet).

Hope this helps!

comments: author: Ian Robinson
body: ahh of course! Thanks Walter, all working now.


Tags: cloud

jira-automation

jira-service-management

jira-service-management-cloud
Implement resolver groups for Jira Service Management
Asked by Lance Li:

Dear Experts,

As I was told by the management team, they wanted to implemented the ways that different resolver groups can dealing with the ticket directly instead of the assignees, I tried to find a way but seems like Jira Service Management by default can't support that since assignee will be the main point to do this and resolver groups is kind of logical unit that can't direct dealing with the issues. Any ideas or suggestions?

Thanks in advance.

More insight:

*"we now have the Jira Service Management data-center version installed, we have around 250 agents, and the ITSM project has been running for over 4 years, we have different groups of people under IT utilizing this tool, so I think the new management team wants to implement something I remembered for other Service Desk tools like ServiceNow called resolver groups that all the activities are dealt by the resolver groups not the single assignee. which means the resolver group can be assigned the tickets or resolve the tickets and all actions or histories will be resolve groups, so resolver groups is the actual assignee. And based on the current structure we should have many resolver groups like IT Support/HR IT/Infra/Platform etc."*


Answers:
author: Bibek Behera
body: [@Lance Li](/t5/user/viewprofilepage/user-id/3751213) ,

What I can think of from the problem description is to have a Project role created "Resolver" and grant those project permission to perform the required activities.

<https://support.atlassian.com/jira-cloud-administration/docs/manage-project-roles/>

<https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/>

On top of that the please review your existing workflow to make the changes to the Condition and Validators if those are having anything linked to the Users/Group/Field to transition the issue.

<https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/>

Best Regards,

Bibek

comments: author: Lance Li
body: Hi [@Bibek Behera](/t5/user/viewprofilepage/user-id/510396)

Thanks for your prompt input, let me be more specific, we now have the Jira Service Management data-center version installed, we have around 250 agents, and the ITSM project has been running for over 4 years, we have different groups of people under IT utilizing this tool, so I think the new management team wants to implement something I remembered for other Service Desk tools like ServiceNow called resolver groups that all the activities are dealt by the resolver group not the single assignee. which means the resolver group can be assigned the tickets or resolve the tickets and all actions or histories will be resolve groups, so resolver groups is the actual assignee.


Tags: data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Customer Portal
Asked by Furkan:

Hello everyone,

I have a customer portal for colleagues within the company so that they can make tasks for me, I noticed that some colleagues can't access my portal (which is closed off for public only accessible if you are logged in) if they dont have jira service management license, most can access without the license but some must have a license to access it.

Does anyone know why this happens and what I can do about it? I have had 4 people so far with who this has happened which is quite annoying.


Answers:
author: Bibek Behera
body: [@Furkan](/t5/user/viewprofilepage/user-id/5216901) ,

I would suggest to check for the impacted user which user and compare there group membership.

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/>

-Bibek


author: Geethanjali Katagani
body: Hi [@Furkan](/t5/user/viewprofilepage/user-id/5216901) ,

To allow any user to access the JSM portal, you must configure the portal as open at the project level.

Go to **Project Settings** \> **Customer Permissions** \> set the portal to "Open."

If issues persist, check the global settings.

Click on the cogwheel icon on the top right, select **Products** \> **JSM\>customer access** , and adjust the settings accordingly.  

![AC1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/348874i44DA0DB2E4490AC9/image-size/large?v=v2&px=999 "AC1.PNG")

comments: author: Furkan
body: Hello, I closed off the portal because our customers somehow found it and kept making tickets that are meant for support and not for internal support. I have added our azure ad group as a customer, hopefully this has helped


author: Walter Buggenhout
body: Hi [@Furkan](/t5/user/viewprofilepage/user-id/5216901),

To access the portal, people do **not** need a license, but they must be added as customers to your JSM project. Most likely, this was not the case for the 4 people you refer to.

Hope this helps!

comments: author: Furkan
body: Is it possible to automatically have all of my co workers as customers? I tried to make an organisation but no clue if it's possible to make an conditional access that if they have groups that come from azure that they will be automatically added as a customer / added to the organisational unit


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating automation between Discovery project to Software project
Asked by Eran Roiter:

Hey all,

I've set up an automation rule that is supposed to close the "Father" issue, which is linked to several other issues with the "Implements" link type.

My goal is for the "Father" issue to move to "Done" only when all the linked issues are completed. However, the current automation triggers the transition to "Done" as soon as any one of the linked issues is marked as "Done."

Does anyone have ideas on what I might be missing?

Thanks! ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343175i8056A1EAEAB21D18/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Eran Roiter
body: UP


author: Bill Sheboy
body: Hi [@Eran Roiter](/t5/user/viewprofilepage/user-id/5289455)

Please post an image showing the audit log details for the rule execution.

Next, what do you mean by "Father issue"? Is that the Idea in the JPD project? If so, is this your scenario:

GIVEN an issue exists in a software project  
AND that issue implements an Idea in a JPD project  
AND all other issues implementing that Idea are Done, Closed, Cancelled, (i.e., completed)  
WHEN the issue transitions to Done or Cancel  
THEN transition the Idea to Done

Kind regards,  
Bill

comments: author: Eran Roiter
body: Thanks for your time!

<br />

What you can see below is the first time a linked issue moved to done, while there's one more linked issue that is still in progress status

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343684iA734BD6EE75264FA/image-size/large?v=v2&px=999 "image.png")


author: Bill Sheboy
body: Hi, [@Eran Roiter](/t5/user/viewprofilepage/user-id/5289455)

Sorry for the delay in responding as I have been offline for a few weeks.

Did you see my earlier questions about what is a "Father issue"?

How well does what I described match your scenario?

And...please note well that links are directional, and so your related issues condition could have problems. That is, the delivery issues have link types of "implements" for the idea.

Your rule could probably flow like this:

* trigger: issue transitioned to one of your done status values
* condition: issue type is not an Idea
* branch: to the specific Idea, using the link type
  * related issues condition: **use only JQL** to confirm there are **no incomplete issues linked to the idea**
    * issue IN linkedIssues("{{issue.key}}", "is implemented by") AND statusCategory != Done
  * action: transition the Idea

I suggest only using JQL in the Related Issues Condition as that provides precise control of what is tested. Using the other clauses may not work as expected (as how they are combined is not documented).


author: Eran Roiter
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343176iAF0ED7F907B63B62/image-size/large?v=v2&px=999 "image.png")


Tags: done

jira-product-discovery

trigger