youngmon/atlassian-qna huggingface dataset:
Assign details to customers
Asked by Francesco Marchesini:

Hi all,

I'm quite new to Jira Service Management and I'm using it for my IT dept to get ticket from our colleagues (internal customers).

I would like to assign details to each customers, mainly I would like to assign their department.

I mean, I would like to able to say that John Smith belongs to R\&D dept, Rose Red belongs to HR dept and so on.

How can I do this? I'm managing just one project.

Thanks


Answers:
author: Alain Kovacs
body: This is a relatively new feature of Jira, but it's absolutely possible, and something we use heavily. Go to project settings \> Features and enable "Customer and organization profiles"  
![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/338539i87A2C1E4ACD82B1F/image-size/large?v=v2&px=999 "1.png")  

Once that is enabled, you will see both Organizations and Customers in the "Directory" on the left side panel.

If you click on an organization, you will be able to add various "Details" fields by going to the 3 dots on the top right.

![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/338540i597FE5F4EC982175/image-size/large?v=v2&px=999 "1.png")

You can read more about it here <https://support.atlassian.com/jira-service-management-cloud/docs/manage-organization-detail-fields/>


author: John Funk
body: Hi Francesco - Welcome to the Atlassian Community!

You might be able to get what you want be creating Organizations for those departments and linking the users to the Organization.


Tags: cloud

jira-service-management

jira-service-management-cloud
Email template image URL doesnt update
Asked by Yoda:

The images on my customer notification template don't show and always show a 'broken image' icon. When i inspect the email HTML with Google Chrome i can see that the URL is not being changed to the new one for some reason.

Here's the source url in the template:

![Email template.png](/t5/image/serverpage/image-id/338495iF8FA1AE624EF7CA7/image-size/large?v=v2&px=999 "Email template.png")

And this is what customers get:

![Chrome_inspect.png](/t5/image/serverpage/image-id/338497iCA0CCB82C8BEB96B/image-dimensions/476x626?v=v2 "Chrome_inspect.png")

The strange part is that all other parts of html do get updated as soon i make changes to the template, except for the URL part. This stays the same as the old one (that doesn't work anymore.).

Old URL /Jira/DA_Mail.png

New URL /Atlassian/Jira_Signature.png


Answers:
author: Alain Kovacs
body: I am wondering whether this could be some kind of bug with Jira or some kind of Cache.. If I take your link and try to test, it works for me. I would try and reach out to Atlassian, or wait a day or two (if you haven't already).

![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/338538iED988E55F6C97DDC/image-size/large?v=v2&px=999 "1.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
When I answer via email is not adding a comment in the ticket
Asked by Sara:

Hello, I have configured an email request in my Service project so when a customer send an email that creates the issue but if I answer to that email via email that is not adding a comment in the jira ticket, how can I configure it? If the customer reply to that thread in the email that adds the comment in jira.

I have this option enable:

"Yes, allow all emails that contain a valid issue key to be added as a comment to the issue"

Thanks in advance.


Answers:
author: Igor Stojkovic
body: Hi Sara,

Did your reply show up on the logs: You can view it directly on the View logs via Project settings \> Email requests.

The user replying to the ticket should have enough permission to comment on the ticket (agent, reporter, participant etc).

For example, if the reporter creates the ticket and forwards the notification to another person and this person replies to the notification since it was ++not++ previously added as a participant, it will create a new ticket.


author: John Funk
body: Hi Sara,

It is probably because you have told Jira in your personal settings not to notify you if you do an update yourself. You cannot set it to send emails to you sometimes and not other times when you are the initiator.


Tags: cloud

jira-service-management

jira-service-management-cloud
Create JSM issue via Azure Logic App
Asked by Marc Scholte:

Hey all,

I am trying to create an integration between my Azure infra and Jira Service Management, using an Azure Logic App with the HTTP action.

I am simply sending the following to /rest/api/2/issue:

headers:

```
{  "Content-Type": "application/json",  "Authorization": ""}
```

body:

```
{  "fields": {    "project": {      "id": "10402"    },    "summary": "somesummary",    "description": "somedescription",    "issuetype": {      "id": "10909"    }  }}
```

However I get a HTTP 400, with the following error:

```
{  "errorMessages": [],  "errors": {    "summary": "Field 'summary' cannot be set. It is not on the appropriate screen, or unknown.",    "description": "Field 'description' cannot be set. It is not on the appropriate screen, or unknown."  }}
```

I've checked http-access.log

```
127.0.0.1 i490x285057x1 - [29/Jul/2024:08:10:17 +0000] "POST https://domain.com/jsd/rest/api/2/issue HTTP/1.0" - - - - "azure-logic-apps/1.0 (workflow db870d40848746eaac6765ed300f4ee8; version 08584796189150721348)" -127.0.0.1 o490x285057x1 - [29/Jul/2024:08:10:17 +0000] "POST https://domain.com/jsd/rest/api/2/issue HTTP/1.0" 400 223 0.0040 - "azure-logic-apps/1.0 (workflow db870d40848746eaac6765ed300f4ee8; version 08584796189150721348)" -
```

and atlassian-jira.log

```
2024-07-29 08:12:23,429+0000 http-nio-8080-exec-20 url: /jsd/rest/api/2/issue DEBUG anonymous 492x285348x1 - sourceip,127.0.0.1 /rest/api/2/issue [c.a.j.rest.exception.ExceptionInterceptor] Setting response mediaType to: application/json2024-07-29 08:12:23,429+0000 http-nio-8080-exec-20 url: /jsd/rest/api/2/issue TRACE anonymous 492x285348x1 - sourceip,127.0.0.1 /rest/api/2/issue [c.a.j.r.v.issue.scope.RequestScope] Calling destruction callbacks...
```

I've double checked the screen, permissions, user settings, field settings etc. and I am at a loss.

Hope anyone can help me out.


Answers:
author: Marc Scholte
body: So I sent along my authorization header wrong, I made a typo.

Quito odd JSM complains about the summary and description fields and not just a 'unauthorized' error.


author: Adolfo Casari
body: [@Marc Scholte](/t5/user/viewprofilepage/user-id/5080495)you should check the screen scheme for project 10402 and the create screen for issuetype 10909.

comments: author: Marc Scholte
body: Thanks Adolfo,

I've solved it, issue was in the headers I send along to my JSM endpoint.


Tags: data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server
PORTAL: dynamic cascading form
Asked by Danielle David:

Hi,

Looking for the best way to create a dynamic cascading form for out portal.

Similar to the Atlassian support form.

Looking if option 1 was selected it would show more questions apposed to option 2 etc.

Would it be a form, or new request type? or an app?


Answers:
author: John Funk
body: Hi Danielle,

You should need to create a "ProForma" form - not just use the built in Request Type form.

It would be similar to this post: <https://community.atlassian.com/t5/Jira-Service-Management/cascading-fields-on-forms/qaq-p/2560150>

using sections of the form.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to manage my usage in automation rules between different projects
Asked by Alaa khairy:

I need to manage my automation runs (roles) by dividing them be between projects


Answers:
author: Trudy Claspill
body: Hello [@Alaa khairy](/t5/user/viewprofilepage/user-id/5528581)

Welcome to the Atlassian community.

Can you provide more information? What is the problem you are trying to solve? Why do you think that dividing your automation rules between projects will help solve your problem?


Tags: cloud

cloud-automation

jira-service-management

jira-service-management-cloud
error code - automation rule
Asked by Jerome Venzuela:

Hi, I created an automation rule to automatically close any case under status "Waiting for Customer" if no response is received after 14 days and add a comment to the case. The automation rule is adding the comment to the case but it's not automatically closing the case. Any help would be greatly appreciated.

Below is the error I'm getting:

Found multiple fields with the same name and type: .  
Status (com.atlassian.jira.plugin.system.customfieldtypes:select)  
No fields or field values to edit for issues (could be due to some field values not existing in a given project):


Answers:
author: John Funk
body: Hi Jerome - Welcome to the Atlassian Community!

You don't do an Edit issue action to transition the issue. You need to do a Transition Issue action instead.

comments: author: Jerome Venzuela
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) ah thank you very much. I think that will do it. I appreciate all the help!


author: John Funk
body: You are very welcome!


author: Joseph Chung Yin
body: [@Jerome Venzuela](/t5/user/viewprofilepage/user-id/5554567) -

Welcome to the community. Please ensure that your WF used has the appropriate transition setup from "Waiting for customer" status into your terminal status. Also, the WF applies to your project's issue type, and then your request types can be associated with the appropriate issue types found in your project.

Hope this helps.

Best, Joseph Chung Yin

comments: author: Jerome Venzuela
body: hi [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) thanks for welcoming me to the community. Here's a screenshot of the current WF we're using. There are currently no limitations configured to prevent moving a given task from one status to another so any task under "waiting for customer" can be transitioned to done status without any issue.

![wf.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/338402i9DB8860DFB6A9539/image-size/large?v=v2&px=999 "wf.jpg")


author: Dan Breyen
body: [@Jerome Venzuela](/t5/user/viewprofilepage/user-id/5554567) there is probably some logic challenges. Did you base your Automation off of the template delivered by JSM? On the Templates tab, in Automations, there are Template automations for this exact thing.

It would help if you could include some screenshots of your Automation to help use see what's going on and assist w/ troubleshooting. Are you looking for any specific values in custom fields.

Hope that helps.

comments: author: Jerome Venzuela
body: hi [@dan](/t5/user/viewprofilepage/user-id/4922206) yes, the rule is based off the template that is provided by JSM and I modified the status field based on what we're currently using. Here's some screenshot of the automations. thank you

![jira error.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/338393iA655D9DD53EBBB68/image-size/large?v=v2&px=999 "jira error.jpg")


Tags: cloud

confluence

confluence-cloud
Notify Reporter
Asked by GiorgosTsav:

Hello Community,

I need to create an automation that notifies reporter that his action(s) required and after x days the ticket will be closed. I guess this is easy enough. The problem is the exception which must be included. When there is a child ticket, eg Bug and its status is Waiting For Deployment, the automation should exclude it.


Answers:
author: shib saha
body: Hi [@GiorgosTsav](/t5/user/viewprofilepage/user-id/4735876) , When you say 'notifies reporter that his action(s) required' do you mean to send a notification to reporter if the ticket is not updated for some days(after how many days) ? and after how many days you want to close this ticket?

You can create the rule this way:

Trigger: scheduled

Condition: JQL (type != Bug and status != 'Waiting for Deployment')

Action: Use branch feature to separate both the actions, one branch for sending notification to reporter and another branch for closing the ticket. In both the branch use JQL condition so that both the actions will be performed after that period of time.

I hope this will be helpful and me know if you need the automation reference for this one. Thanks

comments: author: GiorgosTsav
body: Hello [@shib saha](/t5/user/viewprofilepage/user-id/4610701) would like to thank you.

To be more accurate :

When ticket's Status = **Waiting On Customer Acceptance** \& three (3) working days have passed without response by the customer, a notification will be created (through e-mail : dear xxx your attention is required, or the ticket will be considered as resolved).

This is the initial idea. Need actually 2 more things :

1. Sustain the 3 days but not proceed to the resolution of the ticket. On the contrary to tell them that after the 3 day period without any response, dear reporter you have 2 more days or else the ticket will be considered as resolved.

2. The above automation will not include the tickets that have a child ticket of Bug type where its status will be Waiting For Deployment.

Thank u!


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

jira-service-management

jira-service-management-unknown-hosting-type
How can i hide from portal jira project from all members of it, customers and internal users?
Asked by Vera Valshonok:

Hi , I am migrating cloud to cloud project from one site to another, after migration, , I would like to hide project from destination portal ( from all members of the project) so that they wont be able to open tickets there anymore.

How can I do it?


Answers:
author: Cristian IONESCU
body: Hi Vera,

To hide a project in Jira after migrating it to another instance or platform, preventing users from accessing or creating new tickets, you can follow these steps:

### 1. **Change Project Permissions** {#toc-hId-2146607694}

1. **Remove Project Roles and Permissions:**

   * Go to **Project Settings** of the relevant project.
   * Navigate to **People** or **Permissions**.
   * Remove all users and groups from project roles that grant access, such as **Browse Projects** , **Create Issues**, and other permissions.
   * Ensure only necessary admin accounts retain access, or even remove all users if possible.
2. **Adjust Permission Schemes:**

   * Modify the permission scheme associated with the project to restrict all permissions, especially **Browse Projects** and **Create Issues**.
   * You can either use an existing restricted scheme or create a new one that effectively blocks all permissions for users.  

Hope this helps.

comments: author: Vera Valshonok
body: Thanks! What if i want to keep project accessible ( internal side) just for a couple of people?


author: Bhanu
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

Additionally, If its a Service Management Project, Remove all the customers associated to the project as well to ensure that there is no bleed of permissions to the customers.

comments: author: Vera Valshonok
body: can you elaborate about the customers? In my case I can not remove all of them , there is a lot of them and 7its restricted project so i would have to do it manually one my one as far as I understand..


author: Bhanu
body: Nice that you Restricted the project. You can remove existing customers by going into the People Section from the Project Settings and remove the users from the Service Desk Customer Role. You can leverage REST API to bulk remove if there are too many individual users in the Role.


Tags: cloud

jira-service-management

jira-service-management-cloud
Request Type Summary Overwriting a JMWE Field Set Statement
Asked by David B:

I am currently using JMWE to create a new request when an issue transitions to a status. In the create issue I set the Summary how I want it with some information from fields from the original issue etc. and when I test it out I noticed that the Summary I have for the request type of the new issue seems to overwrite what I want the summary to be. Has anyone ever run in to this before? I have done this before with other request types but this specific request type is just being a pain.


Answers:
author: Alex Koxaras _Relational_
body: Hi [@David B](/t5/user/viewprofilepage/user-id/437711)

Usually JMWE runs after jira has run all their native functionalities and PFs. It could be:

* That you need to wait a few secs and refresh your screen. That summary change should be there
* You should search for another post function which overwrites your summary

In any case, chech the issue history to understand what's going on.


author: Joseph Chung Yin
body: [@David B](/t5/user/viewprofilepage/user-id/437711) -

Using JMWE post function call for "Create Issue" action, you do have to specified the desired issue summary by default. So if the newly created issues have a different summary value not your specified value, then you should look into your project's configuration - Especially if you have automation rules setup to ensure those rules are not overwriting your predefined value in JMWE.

Lastly, you should also look at your WF to ensure that no post-function at new issue creation time is adjusting the summary field value.

Hope this also helps.

Best, Joseph Chung Yin


Tags: addon-com.innovalog.jmwe.jira-misc-workflow-extensions

cloud

jira-service-management

jira-service-management-cloud
How to enable external email to become a ticket
Asked by Lucas de Souza:

Good morning everyone.

I have an issue with JSM as the projects were open and externals could create their own account to send us a ticket. We had to disable external users being able to create an account, however, it got me another issue if someone external sends an email to our service desk which is not the standard jira email the email does not become a ticket. Someone would have a solution for that?

Thank you very much.


Answers:
author: Valerie Knapp
body: Hi [@Lucas de Souza](/t5/user/viewprofilepage/user-id/5333980) , thanks for your question and sorry about the situation you are in.

Have you thought about using a Mail Handler? Would this help / solve the problem?

<https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/>

<https://confluence.atlassian.com/jirakb/differences-between-jira-core-mail-handler-and-jsm-mail-handler-1188419055.html>

Here \^ is some docoumentation explaining how they work. Please share your feedback on whether you think this would be a viable solution or not.

Best wishes and good luck!

comments: author: Lucas de Souza
body: Thank you [@Valerie Knapp](/t5/user/viewprofilepage/user-id/4929946)

We decided to block all external emails to protect our portal hub at the end.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Student refund request
Asked by Nuhu Rafiu:

I paid for tuition deposit and my request status changed from SUBMITTED to WAITING FOR CUSTOMER a week ago. what does it mean and how long will it take for my request to be processed


Answers:
author: Joseph Chung Yin
body: [@Nuhu Rafiu](/t5/user/viewprofilepage/user-id/5554009) -

Welcome to the community. When users create request against a specific JSM site, it is completely up to the sites/project teams to determine what is their issue process are handled.

Your status of "Waiting for Customer" is just a WF status of your request, so you need to follow-up on your request to obtain the necessary support.

We (in the community) don't have access to your issue, so even you provide the issue link to us, we will not be able to address your ask at all.

Sorry.

Best, Joseph Chung Yin


author: Tansu Akdeniz
body: Hi [@Nuhu Rafiu](/t5/user/viewprofilepage/user-id/5554009)

Welcome to the community.

We can't see your ticket details, it would be better to ask on your existing request.

comments: author: Nuhu Rafiu
body: Hi [@Tansu Akdeniz](/t5/user/viewprofilepage/user-id/472390) please is it safe I add my ticket here. All I wanted to know is what it's meant by WAITING FOR CUSTOMER and how long it takes for requests to be processed


Tags: jira-service-management

jira-service-management-unknown-hosting-type

unknown-hosting-type
Microsoft 365 email MFA and Jira Support help desk
Asked by Andy T:

Hi,

I would like to connect Microsoft 365 email to my jira service helpdesk.

I can go to project settings --\> channels --\> email and click on the microsoft icon.

Currently, I have MFA setup on the email address I want to use. I can login fine with MFA.

Will this cause any issues? Or should I turn off MFA and use a password?

I thought basic authentication will be gone or might cause issues starting August.

Thanks


Answers:
author: Adolfo Casari
body: [@Andy T](/t5/user/viewprofilepage/user-id/5531936)

I understand you need to configure OAuth autentification for MS

<https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/#Microsoft-OAuth>

I suggest you to open a support request too.

comments: author: Andy T
body: Thanks.

I'm talking more about this feature

![email2.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/338293iAC361879EECF5FC9/image-size/large?v=v2&px=999 "email2.JPG")

Is this option is going away? Can I continue using this option using just basic authentication?

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
What is the QR Code Type for ITAM
Asked by Jason Schwoerer:

We need to understand the QR Code Type used by Atlassian in JSM in order to purchase the correct scan guns.

Thanks


Answers:
author: Alain Kovacs
body: Hi [@Jason Schwoerer](/t5/user/viewprofilepage/user-id/5540102)

Do I understand correctly that what you'd like to do, is to scan a QR code and store it somehow in Jira?

At my old workplace, we did exactly this. The thing is, that the QR code, the usual ones at least, simply have some text encoded in them, whether it's a number, actual text, URL or something else. Presuming that the gun can scan the QR code, it's output will simply be a "text", just like if you typed it on your keyboard. That's exactly what we did, you'd select the field in which you wanted the "text" to go, then scan it, and text would "magically" appear.

So to my knowledge, Jira does not "understand QR codes, but every QR code is stored as "text". So in order to purchase the correct guns, you should first know what kind of QR codes you need/want to scan.   
If I understood your request wrong, please provide more info.

comments: author: Jason Schwoerer
body: My question is around the fact that Assets have a built-in QR Code and when we attempt to scan those from the Jira generated code, those fail. Below is the code for our asset in Jira.  
![Asset.png](https://community.atlassian.com/t5/image/serverpage/image-id/338555i1172E18E63F50E02/image-size/large?v=v2&px=999 "Asset.png")


Tags: cloud

jira-service-management

jira-service-management-cloud