youngmon/atlassian-qna huggingface dataset:
How to mark from which organization is email request based on customer email.How to set it by domain
Asked by Vera Valshonok:

Hi,

I want our customers to open requests by email for a specific jira project, it is possible, but inside one project we have many customers. We need to follow from which customer organization Request comes.

I am looking for a way to set is according to domain..?

Could you advice how can it be done please?


Answers:
author: Joseph Chung Yin
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) -

One option for you to consider is to create different JSM project and target it for different customer orgs and for the project to configure email intake for case creation - <https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Vera Valshonok
body: not sure I understood, You advice to open new project for each customer?


author: Vera Valshonok
body: Maybe it is possible somehow to set Labels according to the ending of a customer email?


Tags: cloud

jira-service-management

jira-service-management-cloud
Time to Resolution Report Flat Line
Asked by Claire Christian:

When going to generate reports, the "Time to Resolution" stays a flat line at 0.00 no matter what I change. What am I doing wrong so it will show the proper times, and not just 0?


Answers:
author: Danut M _StonikByte_
body: Hi [@Claire Christian](/t5/user/viewprofilepage/user-id/5451754),

It could be due to the fact that your issues do not have the Resolution field set.

Please note that there are better and easier ways to track Time to Resolution in Jira.

See this article, which might be of great help for you <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>.

Danut.

comments: author: Claire Christian
body: Thank you. Resolution fields are set. We need to be able to generate and export a report each month for time to resolution rather than just see it on our boards.


author: Joseph Chung Yin
body: [@Claire Christian](/t5/user/viewprofilepage/user-id/5451754) -

Welcome to the community. Please provide more details on your ask "Time to Resolution", so we can assist you further.

For the report to work properly, did you configurate the project's SLA setting properly? See the following link on SLA configuration - <https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Claire Christian
body: Thanks, let me look into this.


Tags: cloud

jira-reports

jira-service-management

jira-service-management-cloud

time-report
How to configure a request form
Asked by Oluwaseun Adedeji:

Hello Team,  
I would like to ask how I can configure this part of a request from. When someone picks "No", the next field should not be required. (See screenshot) Please let me know if you need more details ![Screenshot 2024-03-13 at 13.21.39.png](/t5/image/serverpage/image-id/311804i25D89077F16FBD47/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 13.21.39.png")


Answers:
author: Joseph Chung Yin
body: [@Oluwaseun Adedeji](/t5/user/viewprofilepage/user-id/5250926) -

Out of the box it is not possible, but you have two options to consider -

1) Use Forms (formally know as Proforma Forms) and incorporate into your Request Type setup. Here is the links for Forms article - <https://support.atlassian.com/jira-service-management-cloud/docs/create-or-edit-a-form/> You can design the Form configuration on its element to be conditional based on other elements within the same Form.

2) Use a third party add-on - Example: Scriptrunner for Jira and Behavior component (my recommended choice)

[https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?tab=overview&hosting=cloud)

[https://marketplace.atlassian.com/apps/1228522/behaviours-scriptrunner-for-jira-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1228522/behaviours-scriptrunner-for-jira-cloud?hosting=cloud&tab=overview)

Note that Behavior component requires that you have Scriptrunner for Jira. Where you can utilize Behavior component to setup customization to required/not required of a field based on other field's entry.

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
Cant view details of any issue
Asked by Martin Gibbons:

Short video shows yu what happens

<https://iframe.mediadelivery.net/play/215483/a773c92d-57a7-4cdf-bb91-b0f549a7aea3>


Answers:
author: Susanna Babayan
body: Hi [@Martin Gibbons](/t5/user/viewprofilepage/user-id/5451716)

It does indeed seem like a strange bug. Does the same thing happen on other projects or it's just this one?

comments: author: Martin Gibbons
body: I only have one project. I also just created a new issue and it wouldn't let me upload an image to it. and again I cannot see any details once I publish it. It was using Jira fine for months up until this week.


author: Susanna Babayan
body: is there a chance your permissions were edited?


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

jira-service-management
How to lookup and auto-populate assets object custom field based on the issue "Reporter" value
Asked by ariraati:

Trying to implement Jira automation (when issue created) that would lookup from Jira Assets all hardware assets (schema: Hardware Assets, and its childs like "Laptops", "Phones") and where {{reporter}} is marked in objects attribute field "User".

From the lookup output -\> I wish to read the "Name" attributes and store them to my Jira custom Asset Object field named "Hardware". As end results, Hardware information in ticket should be similar to if I added them manually (picture below).

![illustration.png](/t5/image/serverpage/image-id/311790i761DD240C6F6DBE1/image-dimensions/435x121?v=v2 "illustration.png")

I have tried and read many articles about this, e.g.   

<https://confluence.atlassian.com/jirakb/how-to-update-asset-object-attribute-using-automation-with-values-from-associated-jira-issue-1085200114.html>

but still I cannot figure out how in Jira automation component Edit Assets field attributes, the attribute update should be set that would eventually update the custom field as desired.   

Can you provide me more detailed instructions and perhaps example of how you have achived to implement this use case OR comment if this is not possible as such?  

Thanks


Answers:
author: Mark Higgins
body: Hi Ariraati,

Its definitely possible.

In the Custom field Reporter Assets you set up something like:

![Assets 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/312564iBABDDAAEE182F827/image-size/large?v=v2&px=999 "Assets 1.png")

In the IT Employee Assets schema you should have an Owner that references back to the Schema that has your EMployees, like:

![Assets 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/312565iF152A2731CB09FCC/image-size/large?v=v2&px=999 "Assets 2.png")

Over in the People schema, you have the User, which is where the Atlassian ID is stored.

![Assets 3.png](https://community.atlassian.com/t5/image/serverpage/image-id/312566iF02E92C5154C53A9/image-size/large?v=v2&px=999 "Assets 3.png")

So the field will reference Owner.User where the field = the Atlassian ID.

Hope this helps.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Quality Gate Report
Asked by Richard Scholtes:

I am looking for a possibility to measure how much "quality repair" we have to do on a ticket after it reached "resolved" as status.

I think a simple date comparison (reached status vs. updated date) won't do as the the transition into "closed" afterwards will be an update to the issue, too.

Any ideas?

FYI: I have JSM Premium and EazyBI at my disposal.


Answers:
author: Walter Buggenhout
body: Hi [@Richard Scholtes](/t5/user/viewprofilepage/user-id/3879658),

This very much depends on how you implement "quality repair" in your overall process. I have seen organizations:

* create issues and link them to the original implementation issue (rather in software environments, linked to feature development);
* track the number of times an issue gets reopened. That would require your workflow to allow tickets to be reopened and for easy tracking, you can use automation to count the number of times the issue was reopened.
* use different issue types in combination with assets to identify the number of issues related to an asset, using the issue types to distinguish between development / service requests / incidents / ...

Hope this helps!

comments: author: Richard Scholtes
body: First of all, thanks for your input [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225)  

We have a Service Desk Team, that checks all tickets after they enter the status "Resolved", if the reporting relevant fields are filled correctly and in a way that an uneducated 3rd person might understand.  

So there are like 6-7 fields, that were corrected a lot in the past and we want to check how the trend on changes to these fields after this "Resolved" status is.


Tags: cloud

jira-service-management

jira-service-management-cloud

quality-assurance

report
Service Management
Asked by Rajesh Mankad:

Hello,

We have stopped receiving emails from customers all of a sudden. Hence, tickets are not getting raised.


Answers:
author: Kishan Sharma
body: Hi [@Rajesh Mankad](/t5/user/viewprofilepage/user-id/4256312)

Jira can send a maximum of 100 emails per day on the Free plan. After 100 emails, notifications are paused until the following day. You can [upgrade your plan](https://confluence.atlassian.com/adminjiracloud/jira-cloud-plans-972338880.html) to allow for more email notifications. When upgrading to a paid plan, it may take up to 30 days for this limit to be lifted. If you're trialing a Standard, Premium or Enterprise plan, or have recently upgraded to a paid plan, and need to increase your daily email limit, [contact Atlassian support team](https://support.atlassian.com/).

comments: author: Rajesh Mankad
body: Hi Kishan,

We hardly receive 10 emails a day.


author: Rajesh Mankad
body: Forgot to mention. The customer attaches screen shots or excel sheet and mark it to their team while sending it on our support id which is mapped in JIRA.


author: Kishan Sharma
body: Hi Rajesh, thank you for the information. Can you please also confirm if the ticket is being created via portal or via email ?


Tags: cloud

jira-service-management

jira-service-management-cloud
User can add users to a ticket in one project, but not in other projects.
Asked by Melker Valve:

Hello, im asking on behalf of a client.

We have an issue where a user can add users to a ticket in one project, but not add any to tickets in another project. We've had multiple people look at it since the problem appeared in October. **The settings for the projects seem to be identical.**

Here is the users message:

"Hello,

Would you be able to help us with the below issue in "Thailand's" Jira?

For whatever reason, we are not able to add additional people to our requests in Jira with "Thailand."

No one can be added to a "Thailand" Jira request, no matter how you do it. It just keeps popping up that error message. I have no problem adding anyone to "Godby", and I haven't heard anyone say anything about "OVF".

We have to ask "Thailand" to add the people required on the request to do it for us."

The user had also linked a screenshot and screen recording which i cannot link as they contain secret information.

Thanks in advance.


Answers:
author: Susanna Babayan
body: Hi [@Melker Valve](/t5/user/viewprofilepage/user-id/5451585)

Have you checked if the permissions in both of those projects are the same? Do the users have the same roles in both of those projects? Are both projects of the same product (both JSM or both JSW)?

comments: author: Melker Valve
body: Yes, we've checked all of those things.


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating custom report
Asked by derrick:

I would like to create a report that shows the Time to resolution % Met within a a few timeframes in a month.  

For example: I want to see 3 sets of data in my report which are Time to resolution % Met between 12AM-8AM, 8AM-4PM \& 4PM-12AM in March.  

Any idea what filter/JQL should I use for this report?


Answers:
author: Sebastian Krzewi?ski
body: Hi [@derrick](/t5/user/viewprofilepage/user-id/5451605)

Can you explain why you want to make reports based on timeframes? What value this will bring to you?

Based on what you wrote I'm afraid that it is not possible in easy way. What you can do is create custom report and you are able to set custom range and set period as hourly.

![Screenshot 2024-03-13 at 12.16.17.png](https://community.atlassian.com/t5/image/serverpage/image-id/311774iBBF9E38917A78D00/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 12.16.17.png")

I'm sure that this is not what you are looking for but maybe this will solve your case somehow.

Regards,  
Seba

comments: author: derrick
body: [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725)  

We have employees working in 3 different shifts (which are those timeframes mentioned), I'm looking whether we can track the SLA % met (Time to resolution) based on different timeframes.

I have tried JQL to filter.  
For example, I filtered the results **created \>= "2024-03-01 00:00" AND created \<= "2024-03-31 08:00"** and it gave me the data I want. But the problem is it covers only in a day. Is there any way to include 4 aspects in JQL like created **\>= "2024-03-01 00:00" AND created \<= "2024-03-31 08:00" to created \>= "2024-03-31 00:00" AND created \<= "2024-03-31 08:00"
<br />**Thanks in advance.


author: Sebastian Krzewi?ski
body: [@derrick](/t5/user/viewprofilepage/user-id/5451605)

Only solution that came to my mind is to create filter per timeframe:

```
created >= "2024-03-01 00:00" AND created <= "2024-03-01 08:00" or created \>= "2024-03-02 00:00" AND created \<= "2024-03-02 08:00" or ...
```

As I mentioned - this will be very hard to achieve


author: derrick
body: [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725)   

I get where you are coming from. Thank you for your advice!


Tags: cloud

jira-service-management

jira-service-management-cloud
Can request fields be edited in the customer portal? If so, how does one enable that?
Asked by Talya:

Currently, once a customer submits a request, its summary and description (as well as other fields) are no longer editable by the customer, only by the agent. This prevents customers from adding more info which may be relevant to the issue.  
Is it possible to enable portal editing to some of those fields? If so, how?


Answers:
author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Talya](/t5/user/viewprofilepage/user-id/4705377) ,

In order to let customers edit their requests after submission, you need to either user the workaround using forms that [@Susanna Babayan](/t5/user/viewprofilepage/user-id/5096208) already suggested or use an app from the Marketplace.

If you want, you can have a look at our [Modify My Request app](https://marketplace.atlassian.com/apps/1234378/modify-my-request?hosting=cloud&tab=overview).

Cheers,

Elitsa


author: Leo Prakash_CodeForMe_
body: Hi [@Talya](/t5/user/viewprofilepage/user-id/4705377)

If you are looking for a solution still, I would like you to try out our plugin [Extended JSM Portal - PRO \| Atlassian Marketplace](https://marketplace.atlassian.com/apps/1234616/extended-jsm-portal-pro?hosting=cloud&tab=overview)

which allows

* Display/render more fields in requests view and these configurations are per request type
* Allow customers to EDIT the fields
  * Choose what fields can be edited
  * configure WHO can edit(reporter, participants and users from shared organizations)

We would love to hear your feedback

Regards,

Leo

CodeForMe


author: Susanna Babayan
body: Hi Talya!

Currently there seems to be no direct option to allow customers to edith fields in the portal ([JSDCLOUD-93](https://jira.atlassian.com/browse/JSDCLOUD-93)). Atlassian suggest forms as a workaround: [How to allow customers to edit the Jira fields of their portal request using Forms](https://confluence.atlassian.com/jirakb/how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms-1206790318.html)


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
help center search area can't found linked Confluence space articles
Asked by cphkp_devop:

we can search some keyword (e.g. printer...) on the help center search area, it will prompt some articles with word "printer".  

But now is not work anymore  

Please help to fix it, thanks.


Answers:
author: Kishan Sharma
body: Hi [@cphkp_devop](/t5/user/viewprofilepage/user-id/4068697)

Please check if someone has disabled Article suggestions in your project. To set up article suggestions for certain request forms:

1. From your service project, go to **Project settings** \> **Knowledge base**.

2. Under **Control article suggestions** , turn on the toggle for **Allow suggestions?** next to the request form you want to suggest articles for.

3. Optionally, you can add labels under **Only show articles labeled** to make these suggestions smarter. To make it easy for agents who write articles to remember which label to use, we recommend using a label similar to the request form.

Once set up, the suggested articles will show up when your customer is typing in the **Summary** field while raising a request.


Tags: cloud

jira-service-management

jira-service-management-cloud
Versioning for tracking code/ quick debugging purpose
Asked by Balasri sai chandana:

Hi

There is one tool where it used to give the version no. for every check out on that object if another check out happen I.e paralle to the current checkout then decimal version no. would be written

Like current 20 first checkout 21 , checkout on 20 again 20.1 like wise

Basically this versioning helps in tracking the code / history

Similarly here in GIT is it possible to get the commit Id I.e 7chars hash code before commit gets executed using pre-commit?

Currently - I see one can get the latest commit ID present in the branch but need the commit Id that which gets generated after commit


Answers:
author: Theodora Boudale
body: Hi [@Balasri sai chandana](/t5/user/viewprofilepage/user-id/5141529),

I don't think there is an easy way to do that. There's some info in the following stackoverflow post about the data that Git uses to generate the SHA-1 hash:

* <https://stackoverflow.com/a/34764586>

I cannot find on the official Git website (<https://git-scm.com/>) if the info that is provided in that post is correct or not. However, if that is correct, then the commit hash depends among other things on the timestamp of the commit. You would need to check the source code of Git in order to figure out what is the exact data that is needed to create a commit hash and in what format, and in case timestamps are needed, you would need to know the timestamp of the exact time you are going to create the commit in the future.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Reduce the repo size after deleting unwanted large file
Asked by Kameshwaran:

I have followed the same steps mentioned in this answer [Remove-file-from-all-history.](https://community.atlassian.com/t5/Bitbucket-questions/Remove-file-from-all-history/qaq-p/2042064)

But Still, the repo size is not reduced.

Can you run the gc 'garbage collector' at server and help to see size reduces.

**++Run below this command to cleanup the repository.++**

* git clone --mirror <https://{username}@bitbucket.org/{workspace-id}/{repo}.git>
* java -jar bfg.jar --delete-files \*.ipch devops.git
* cd root-testing.git
* git reflog expire --expire=now --all
* git gc --prune=now
* git push origin --force


Answers:
author: Theodora Boudale
body: Hi [@Kameshwaran](/t5/user/viewprofilepage/user-id/5149765),

I ran a git gc for your repo and its size has been reduced to 70.0 MB.

Please feel free to let me know if it looks ok from your end and if you need anything further.

Since the repo belongs to a workspace on a paid billing plan, you can also create a ticket with the support team (in the future, if you ever need assistance again), to ensure a faster response. You can create a ticket via <https://support.atlassian.com/contact/#/>, in "What can we help you with?" select "Technical issues and bugs" and then Bitbucket Cloud as product.

If you have any questions, please feel free to let me know!

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Rsync-deploy re-deploying all files
Asked by alextcranglesim:

To whom it may concern,

Hoping someone can help me figure out what is wrong with my rsync-deploy pipeline. It seems to be re-deploying all code, rather than just the files that have changed.

```
pipelines:
  branches:
    master:
      - step:
          name: rsync
          script:
            - pipe: atlassian/rsync-deploy:0.8.1
              variables:
                USER: $DEPLOY_USER
                SERVER: $DEPLOY_HOST
                REMOTE_PATH: $DEPLOY_PATH
                LOCAL_PATH: ${BITBUCKET_CLONE_DIR}/
                EXTRA_ARGS: '-apuv -c --update ${BITBUCKET_CLONE_DIR}/ --exclude-from=deployment-exclude-list.txt'
            - ssh $DEPLOY_USER@$DEPLOY_HOST "cd ${DEPLOY_PATH}/ && composer install && sudo service php8.1-fpm restart"?
```

I've tried to force it to check the checksum, but every time master is pushed to/merged in to, all files are changed on the server (timestamp is updated for every file, not just the changed files)

Thanks,

Alex


Answers:
author: alextcranglesim
body: edit: put my reply in answer by mistake...can't delete an answer


author: Oleksandr Kyrdan
body: Hi [@alextcranglesim](/t5/user/viewprofilepage/user-id/5155733)

Thank you for your question!

Have you tried [these tips?](https://unix.stackexchange.com/questions/67539/how-to-rsync-only-new-files)

Best regards,  
Oleksandr Kyrdan

comments: author: alextcranglesim
body: Hi,

--ignore-existing would skip all the files, because they exist on the server already

I want to only sync changed files in the latest change of master. The checksum of existing, non changed files shouldn't have changed as they haven't been edited.

But when rsync-deploy runs in docker container, all files are marked as changed for some reason, so the deploy pushes all files.


Tags: bitbucket-cloud

cloud

rsync