youngmon/atlassian-qna huggingface dataset:
Is there some way to "lock" a Bamboo configuration?
Asked by Stephen Rosenthal:

My team is growing larger and regularly accidentally misconfigures our plans. Specifically, the main build stage gets "Disabled" -- I'm not sure how, but I don't think anyone is doing it on purpose.

Is there some way to "lock" a Bamboo configuration, so we stop messing it up accidentally?


Answers:
author: Victor Debone
body: Hello [@Stephen Rosenthal](/t5/user/viewprofilepage/user-id/1068794) welcome to Atlassian Community :)

Is your team using Bamboo Specs? This looks like the scenario when a configuration fail to be applied. In such cases, Bamboo disables the plan.

Also, we are considering some improvements for YAML and we are looking to hear some feedback from customers, if you could reach me at vdebone@atlassian.com you could make part of this conversation

Victor

comments: author: Stephen Rosenthal
body: Hi Victor,

Thanks, but we're not using Bamboo Specs. I haven't had a chance to read much on how they work. Would they help our problem?

-Stephen


author: Victor Debone
body: It could definitely help [@Stephen Rosenthal](/t5/user/viewprofilepage/user-id/1068794)! Starting using Bamboo Specs is a natural step on your growth of Bamboo usage.

The bottom line of Bamboo Specs is that you will be configuring your Bamboo instance, its plans, deployments and projects, from **code.** You will benefit from tools, the predictability, code versioning and reusability. We have two flavours of Bamboo Specs, YAML and Java, which would be up to you and your team requirements to choose.

Specifically for you and your team, it may mean that your Bamboo configuration will be the source of truth, not the interface, which will turn into read-only mode. There will be an initial work for migrating your plans, but you don't need to have full opt-in. Also, Bamboo can already provide you with the Java flavour of your configuration with the "View your plan as Specs".

Start slowly with one plan to experiment! You can find more information on the [documentation](https://confluence.atlassian.com/bamboo/bamboo-specs-894743906.html) and on the [reference.](https://docs.atlassian.com/bamboo-specs-docs/6.8.1/)

Later on I would enjoy to know how was your experience with it :)

Victor


author: Victor Debone
body: Hello [@Stephen Rosenthal](/t5/user/viewprofilepage/user-id/1068794), did you have success on using Bamboo Specs?

Also, we recently released a huge update on Bamboo Specs YAML on Bamboo 6.9, if you hadn't had a chance to feel how Bamboo Specs is, I'm sure you could start moving some plans to Bamboo Specs with YAML. [Check it out](https://docs.atlassian.com/bamboo-specs-docs/6.9.1/specs.html?yaml) :)


author: Stephen Rosenthal
body: Hi Victor,

No, I haven't dug into Bamboo Specs. I may, but I'm not sure I want to invest too much in Bamboo proprietary configuration, in case we someday choose to move to a competitor.

Stephen
Add new request type option for email requests
Asked by Kamilia Binti Julaihi:

Hi, I wanted to set the 'Incident' request type as the default for email requests. I've tried configuring several features to align with my company's standards, but I'm left with this feature unresolved. Here are the options for email request types in my project. I followed this support article ([Choose a request type for email requests \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/choose-a-request-type-for-email-requests/)). Please help me add the 'Incident' request type option back to my project.

![msedge_YR2RYhIAQI.png](/t5/image/serverpage/image-id/323258i68D53BE76FE9E075/image-size/large?v=v2&px=999 "msedge_YR2RYhIAQI.png")


Answers:
author: Nadhila Savira
body: Hey Kamilia!

I'm from the JSM team, and I'm here to answer your question.

It is possible that your "Incident" request type has more **r** **equired** fields than is allowed for the email channel. Of course, due to the email channel only receiving emails, it is difficult for the system to allow ticket creation if more than the Summary and Description fields are required.

As stated in the page that you linked,
> "A suitable request type for receiving email requests must have both Summary and Description fields visible, and any other visible fields must be optional."

Hope this helps!

comments: author: Kamilia Binti Julaihi
body: Hi Nadhila!

Thank you for your response. I have tried including only the Summary and Description, as required for the email channel, and it works.


author: Bastien Delourmel
body: Hello [@Kamilia Binti Julaihi](/t5/user/viewprofilepage/user-id/5495603)

Is your incident request hidden from the portal?

Can you show how your incident is set up?

Thanks

comments: author: Kamilia Binti Julaihi
body: Hi [@Bastien Delourmel](/t5/user/viewprofilepage/user-id/5262912) ,

No, it is not hidden from the portal. I edited a few existing settings in the project and may have accidentally deleted the option required in the email request types.![msedge_oM9RWzR4uY.png](https://community.atlassian.com/t5/image/serverpage/image-id/323468iCEB9C600CAA2EE6F/image-size/large?v=v2&px=999 "msedge_oM9RWzR4uY.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
licensing requirements for change management requesters
Asked by Tristan Delaney:

Hello

Is there a licensing requirement to allow people to raise change requests?

In Freshservice ITIL anyone can raise a request and interact with the ticket as the requester

Thanks in advance


Answers:
author: Dirk Ronsmans
body: Hi [@Tristan Delaney](/t5/user/viewprofilepage/user-id/5495593) ,

Simply raising a request (no matter what type of request it is) through the JSM portal does not require a license.

The person will be considered a ++customer++ and those are unlicensed users.

The same goes for people that need to approve items if they only need to do that, they don't consume a license.

comments: author: Tristan Delaney
body: thats great, thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Can a customers name be modified by admin?
Asked by Daniel Parcesepe:

Hi Service Desk,

Can a Customers name be modified:

1) before an invite has been sent?

2) after invite has been accepted?

3) in General?

Kind Regards,

Dan


Answers:
author: Vijay Dadi
body: We do not have an option to modify the customers once they are onboarded.

Well they are invited, you can ask the invitee to update their first/last name on their account but as an admin you are not entitled to do so.


Tags: cloud

jira-service-management

jira-service-management-cloud
Waiting for support and waiting for customer are not transitioning as per comments
Asked by Ankit Litoriya:

When click on reply to customer and add comment, the issue is not transitioning from waiting for support to waiting for customer though the system rule is enabled.


Answers:
author: John Funk
body: Hi Ankit,

Can you please share more details? Including screenshots?

comments: author: Ankit Litoriya
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/323246i17338B94AFA70C19/image-size/large?v=v2&px=999 "image.png")

I have raised a request using email (service request) now in comments when i choose reply to customer and then comment the status is still waiting for support, as per rule it should change to waiting for customer

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/323247i67955116B1839432/image-size/large?v=v2&px=999 "image.png")


author: John Funk
body: Thank you for the screenschots. Can you share the audit log now?


author: Ankit Litoriya
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/323249i7543CAB642524B59/image-size/large?v=v2&px=999 "image.png")


author: Ankit Litoriya
body: I think i am not in the service desk team thats why rule is not performing any action


Tags: cloud

jira-service-management

jira-service-management-cloud
Plugin for Release management
Asked by Rilwan Ahmed:

1. Is there any plugin which can automate release tracking functionalities. i.e. automatically generate and maintain a list of releases, eliminating the need for manual data entry

2. The escalation matrix to address unresolved problems and incidents.


Answers:
author: Laurie Sciutti
body: Hi [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) \~ we use [Release Management](https://marketplace.atlassian.com/apps/1218705/release-management-workflows-calendar-roadmaps?hosting=datacenter&tab=overview) for Jira (we don't use JSM but it is compatible for that as well) and love that it can automatically generate / publish release notes directly to Confluence. I'm not sure if it will address your bullet #2 but it's worth checking out! HTH


author: Zebitor
body: We just released a new chrome extension that may help you. Check this out!

**Tired of juggling multiple Jira projects for release management?** ?

Simplify your workflow with the **Jira Release Manager** Chrome extension! Manage, schedule, and archive releases effortlessly---all from a centralized side panel within your browser. Say goodbye to scattered tabs and endless clicks.

**Why wait?** Experience streamlined release management today. [Get started now!](https://chromewebstore.google.com/detail/jira-release-manager/glnanlondjmhnjpolamalnbkpdchnifk?pli=1)


Tags: data-center

itsm

jira-service-management

jira-service-management-data-center

release-management
How can i export issue list from customer portal?
Asked by Tr?n T?i:

Hi Team,

I need to export issue list from portal because we have some customer that they created, processed and managed issue directly.

I didn't find out any function that allow to export, please give me more advise in this case.

Note: I did search the same topic in community but there are not solution.

Thanks


Answers:
author: Walter Buggenhout
body: Hi [@Tr?n T?i](/t5/user/viewprofilepage/user-id/5333779),

I am not sure I entirely understand your use case, but I can confirm that exporting issues from the customer portal is not possible today. There is an open feature request that you can track here: [JSDCLOUD-826](https://jira.atlassian.com/browse/JSDCLOUD-826), although I honestly think chances are small this would be implemented any time soon.

What problem are you trying to solve?

comments: author: Tr?n T?i
body: Hi [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225)

Thanks for your reply!

I think your answer that corrected my problem. And i hope this product will chance soon.

Thanks!


author: Fazila Ashraf
body: Hi [@Tr?n T?i](/t5/user/viewprofilepage/user-id/5333779)

Feature not available in JSM but found a commercial app in the marketplace that can help with this -\> [https://marketplace.atlassian.com/apps/1222472/requests-export-for-jira-service-management?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1222472/requests-export-for-jira-service-management?tab=overview&hosting=cloud)

comments: author: Tr?n T?i
body: Hi [@Fazila Ashraf](/t5/user/viewprofilepage/user-id/538419)

I see this Add-on via your link. So i just can be used free trial version.

I think exporting data from portal is a necessary function without fee.

Thanks,


author: Fazila Ashraf
body: I agree :)

Please request Atlassian for this in <https://jira.atlassian.com/browse/JSWCLOUD-26729?jql=project%3DJSWCLOUD%20AND%20type%3DSuggestion%20AND%20statusCategory!%3DDone%20ORDER%20BY%20updated>

But looking at their Development backlogs , i do not think they can deliver the request anytime soon


author: Klaudia Sch?n_Deviniti_
body: Hi [@Tr?n T?i](/t5/user/viewprofilepage/user-id/5333779)

From my side, I would like to encourage you to check the My Requests Extension app provided by Devinitii, which except the exporting ability (the export may contain more fields than shown for customers) has got definitely more features, for example:

* ability to add new columns to Requests page (Jira fields, custom fields and also 3rd party apps)
* ability to add search criteria
* ability to save search results as filters and distributing them to other customers

Moreover, next week we're organizing a free Webinar (online Product Tour) where we're focusing on this app. You may register for free using our Calendly: [https://calendly.com/deviniti/my-request-extension-cloud-product-tour?back=1\&month=2024-05](https://calendly.com/deviniti/my-request-extension-cloud-product-tour?back=1&month=2024-05)

Don't miss the opportunity to join us next Tuesday! :)

Kind regards,  
Klaudia


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira and splunk integration to get the logs
Asked by Mohamed Saad Taha:

Dears,

I have Jira datacenter Kubernetes edition and I want to integrate jira with splunk to allow splunk to ready all applications logs

How can i do this ?


Answers:
author: Yevhen
body: [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) you can define a sidecar container (fluentd or similar) that will tail logs and send them to Splunk.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Re-Opening a Ticket Automation
Asked by Elliott Robinson Cortez:

![Re-Open Ticket When Commented.png](/t5/image/serverpage/image-id/323206i9865ADC8D6C770D0/image-size/large?v=v2&px=999 "Re-Open Ticket When Commented.png")

I've provided the automation I created as my team asked me to create it to reopen tickets when someone comments on a ticket during a certain time frame. They currently have SLAs set to have tickets auto-resolve after 24 hours so I set tickets to reopen when commented before 24 hours and to clone the ticket and link it to the original after 24 hours (to preserve the status of the parent ticket and not reopen the ticket, say after like 5 days).

However, I have a ton of tickets that I tested this on and it keeps stating that they're not meeting the criteria?

![Screenshot 2024-05-12 163612.png](/t5/image/serverpage/image-id/323207i961D7D47583FB80D/image-size/large?v=v2&px=999 "Screenshot 2024-05-12 163612.png")

For reference, this ticket was resolved March 14, 2024. I'm perplexed as to why this doesn't fit the parameters. I've also tried using this JQL instead: resolutiondate \>= -3d and resolutiondate \<= -3d.


Answers:
author: Vijay Dadi
body: Hello [@Elliott Robinson Cortez](/t5/user/viewprofilepage/user-id/5495391) ,

Did you verify your workflow.

Is the issue transition allowed from Resolved from Reopened?

Try "Resoved" is less than 24h

Hope this helps !

Vijay

comments: author: Elliott Robinson Cortez
body: [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) ![Screenshot 2024-06-24 102221.png](https://community.atlassian.com/t5/image/serverpage/image-id/331463iFCAA3FFEE99A9DD5/image-size/large?v=v2&px=999 "Screenshot 2024-06-24 102221.png")

This is the current workflow.


author: Vijay Dadi
body: let me replicate the automation and provide more updates !


author: Elliott Robinson Cortez
body: Thank you [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989)

Let me know what you come up with!


Tags: cloud

jira-service-management

jira-service-management-cloud
Access to USER MANAGEMENT
Asked by Farhaad_n:

I have Jira Core 8.20.13 \& Jira Service Management 4.20.13

How can I create an admin with only access to USER MANAGEMENT to change users' passwords?


Answers:
author: Joseph Chung Yin
body: [@Farhaad_n](/t5/user/viewprofilepage/user-id/4524801) -

User management right cannot be just granted separately without giving the user the full system admin right.

In addition, your versions Jira Software and Jira Service Management are very outdated. You are missing out all the new enhancements/fixes of those products for Data Center. They are already reached EOL and no longer supported by Atlassian. So you need to upgrade it to obtain full Atlassian Support.

Best, Joseph Chung Yin

comments: author: Farhaad_n
body: Data Center version has this feature?

if yes, which version?


author: Rilwan Ahmed
body: Hi [@Farhaad_n](/t5/user/viewprofilepage/user-id/4524801) ,

This is not possible. Only system admin users can access User management. Unfortunately system admin will get access to all other admin options too.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Smart Values in Automated Email Notifications
Asked by dianals:

I'd like to be able to include the following values in an automated response to a new ticket submission.

* Ticket ID
* SLA Value of Expected Response
* How many tickets are open at the moment of submission

The Ticket ID seems straight forward and there's another discussion about including SLA values, but I'm not sure if there's a way to show how many open tickets are in the system across all user submissions.

It would be great to be able to give a submitter a sense of how many requests are ahead of them.


Answers:
author: Pablo Vergara
body: Hi [@dianals](/t5/user/viewprofilepage/user-id/569864)

Using Jira Smart Values as part of an Automation for Jira rule can achieve the goal you mentioned below. Just remember there is a limitation on the total records a JQL expression can return when used with the "Lookup issues" action.

**Reference** : <https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Automationactions-Lookupissues>

* *How many tickets are open at the moment of submission*

*Review the example below:*

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/323151i32828D2BE1FE778B/image-size/large?v=v2&px=999 "Capture.PNG")

I hope it helps you.

Best regards,

- Pablo / SSE - ServiceRocket

comments: author: dianals
body: Thanks [@Pablo Vergara](/t5/user/viewprofilepage/user-id/5402294) this is exactly what I was looking for! I'm so glad to see this exists.


Tags: cloud

jira-service-management

jira-service-management-cloud
Child Ticket Not Carrying Field Info From Parent Ticket
Asked by Arrow Admin:

I built an automation that creates child tickets for onboarding and the tasks show up as expected. But they don't carry over the fields that I've set for it to copy from the trigger issue. I've attached a screenshot to illustrate.

Also, when the tasks are created, they don't change to the request type they need to be. The field shows up blank and I have to select it from the dropdown. I've tried to automate it but it doesn't seem to stick.

Is there anything else I can do to make it a seamless transfer of information from the trigger issue to the tasks?

![Screenshot (172).png](/t5/image/serverpage/image-id/323150iBC2D874967EE1872/image-size/large?v=v2&px=999 "Screenshot (172).png")


Answers:
author: Jehan Bhathena
body: Hi [@Arrow Admin](/t5/user/viewprofilepage/user-id/1161221)

Can you try adding a "Re-fetch issue data" Action jist before the Issue creation action? At times the automation needs to get the data prior to passing it down to the next step.

Would also suggest adding a Log Action which will print the trigger issue so that you can verify if the execution is correct.

comments: author: Arrow Admin
body: Re-fetching works for the first task but not the others. I also tried adding a re-fetch action in between task creation but that didn't help.

To be honest, all I need to know is how to make the request type the same for each task. The Edit Request Type action says it's working but the change doesn't occur unless I do it manually.


author: Jehan Bhathena
body: Can you share a screenshot with the "Re-fetch issue data" action used?

I don't see this in your previous image.

"Edit Request Type action says it's working but the change doesn't occur unless I do it manually": do you have an audit log entry that states the action was performed? Can you perhaps use the "Log Action" to print the issue Key or some indicator that the created issue is now ready to be edited?


Tags: cloud

jira-service-management

jira-service-management-cloud
Field configuration on issues without a request type
Asked by Patrick Smith:

I created an issue type that is technically a sub-task. This does not have any request types associated to it (can't associate request types to sub-tasks), which means the "Configure"\\gear icon in the bottom right of the issue view is greyed out, saying "You can't configure the layout of an issue while it doesn't have a request type".

I created a test sub-task using this new issue type and it has a custom field in the center of the issue view. If were we able to click on the "Configure"\\gear icon, then you would normally put a field in the "Description Fields" section to make it show up in this area. (See picture)

I've searched for over an hour and have found absolutely nothing about how to configure which fields show up (and where) in the issue view of an issue that does not have a request type, and therefore the "Configure"\\gear icon in the bottom right corner of the issue view. Yet, obviously there has to be some way since 1 single random custom field is showing up in the issue view while other custom fields aren't...

Now technically yes this is a sub-task but as far as I can tell it wouldn't matter if this was a sub-task (-1) or a normal level issue (0). If anyone is aware of any differences though (related to this issue) please let me know as well, as I'm still not resolved to have this as a sub-task and could re-do it as a normal level issue if needed...

Also, I don't think it's role\\permission related as I've got full\\top level access to everything.

![2024-05-11 19_57_32-Window.png](/t5/image/serverpage/image-id/323176i77538436EA3C4A73/image-size/large?v=v2&px=999 "2024-05-11 19_57_32-Window.png")


Answers:
author: Dexter de Vera
body: Hi [@Patrick Smith](/t5/user/viewprofilepage/user-id/5404349) ,

Welcome to the Atlassian community,

Based on your description, you are using JSM. unfortunately, there is no field layout in the subtask for JSM. All paragraph fields will be displayed in the Description field. The workaround I have assuming your company-managed project is to create a new tab on the subtask view screen next to the default tab and populate that with the fields you want to display/separate. To do that, you may follow this step to create a new tab on the subtask view screen.

Project setting -\> issue type -\> select the subtask screen scheme -\> choose the screen you use in view -\> add a new tab -\> then move all the fields you want to display in the new tab.

<https://support.atlassian.com/jira-service-management-cloud/docs/add-edit-or-remove-field-tabs-from-an-issue-type/>

Hope it helps!


Tags: cloud

jira-service-management

jira-service-management-cloud