youngmon/atlassian-qna huggingface dataset:
Using ticket approval API on behalf of the approvers
Asked by Andika Yudha Utomo:

Hi team,

As of now, we are developing a service with the below simplified functionalities:

1. Allow users to create a ticket on a Jira Service Desk board via our internal GUI

2. Allow the approvers to approve the created ticket via our internal GUI as well

We use a headless account to interact with Jira in our backend. The issue was: when we hit the approval API ([API link](https://docs.atlassian.com/jira-servicedesk/REST/3.8.4/#servicedeskapi/request/{issueIdOrKey}/approval-answerApproval) ), it returns a 403 error, which was expected due to that the headless account executed it, not the actual assigned approver.

I have read some threads about how to resolve it using ACT_AS_USER scope and Jira connect. But I am confused on how should I implement that. Given that our current implementation is using direct REST API between our backend server and the Jira API.

Need your help to suggest the most efficient way to resolve this issue. Please let me know if you need more information.

Thank you :)


Answers:
author: Eugenio Onofre
body: Hi [@Andika Yudha Utomo](/t5/user/viewprofilepage/user-id/5407133)

Unfortunately there is no way to do it without using the ACT_AS_USER and, to do so, you need Jira Connect. More details can be found below:

<https://developer.atlassian.com/cloud/confluence/user-impersonation-for-connect-apps/>

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: jira-service-management

jira-service-management-cloud
How to get the 'Related Jira issues' in Assets to show all related issues and not just Unresolved
Asked by Tom Brown:

Hi,

I want to see all related Jira issues in the Assets object view, including those that are resolved.

I have created a new saved filter which is empty (i.e. shows all issues) and tried to select this in Assets for the 'Related Jira issues' filter. However this does not appear to work, the only issues shows are still Unresolved.

Does anyone know if this is actually configurable or has an example of how to change the filter.

Thanks,

Tom


Answers:
author: Tom Brown
body: Thanks for all the responses. I have raised with Atlassian and will report back here if I get a solution (or not).


author: David Yu
body: Important to note that Insight only seems to fetch the first 1,000 filters available to you.

So your filter might not show up at all in the list, unless you rename with metacharacters in the front of the name so it gets sorted alphabetically first. Ex: !MyFilterList.

PS: Even after renaming my filter, I get similar results as everyone else...only unresolved appears.


author: Ian
body: I am also having the same issue, did it get resolved?


author: Albert Lukan
body: I am having the same issue. Did you ever find a solution?


author: Emily _ DevSamurai
body: Hi [@Tom Brown](/t5/user/viewprofilepage/user-id/4976085)

To display both resolved and unresolved Jira issues in the 'Related Jira issues' section of an Assets object view, you may want to ensure the following:

* Filter Configuration: Verify your filter includes both resolved and unresolved issues.
* Permissions: Check if your account has the necessary permissions to view resolved issues.

If these steps don't resolve the issue, please consider seeking assistance from Atlassian technical support.

Besides, you may want to check out [AssetIT](https://marketplace.atlassian.com/apps/1228867/?utm_source=atlassian.community&utm_medium=question&utm_campaign=answer), an asset management plug-in, seamlessly integrated with Jira.


Tags: jira-service-management

jira-service-management-server

server
Sub-tasks across projects, inc. secure projects
Asked by Linda Buchanan:

We have a use case where we want to have a JSM Project where certain incidents are raised, but a department in another JSM Project may need to be tasked with performing an action   

1. Is this possible, or do you need to generate another ticket in the other project. I assume could be linked

2. What about in the scenario where the project that received the incident is secure (HR Type incident), and they need to task another JSM project

Ideally would want to be able to report from the main project the number of open incidents, and where actions are outstanding by the other departments JSM project


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

JSM is intended to be used this way already! The agents work with issues in their JSM project and when they find one that needs attention from another team, they can use the "create linked issue" option in the tools menu to create the issue in another project. The function helps them fill it in too, it copies some of the current issue, and automatically links the new one.

In a JSM to JSM link, the receiving issue will not get the request though, it will be just an issue.

Note that your agent using "create issue" in another project will need to have create and view permissions in the target project.


author: Emily _ DevSamurai
body: Hi [@Linda Buchanan](/t5/user/viewprofilepage/user-id/4813582)

1. Yes, You can link incidents from one JSM project to tasks in another without creating new tickets. Reference: <https://support.atlassian.com/jira-software-cloud/docs/manage-incidents-in-jira/>

2. For sensitive incidents (like HR issues), restrict access to the original project and link to a task in a different project. (try Permission Schemes)

3. For Reporting, you can consider using JSM dashboards and Jira Query Language (JQL) to create reports showing open incidents and pending actions in different projects.

Just in case you would like to discover another Jira plugin for HR, give [AssetIT](https://marketplace.atlassian.com/apps/1228867/?utm_source=atlassian.community&utm_medium=question&utm_campaign=answer) a try. It is a powerful tool when it comes to asset management, especially for HR projects.

I hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to CSV import Affected service field?
Asked by Runsu_Zhang:

Hi

I created few customized services(For example:E.IS Internal Others), like below, to categorize tickets.

This is one of them, E.IS internal Others, and I can see its Service ID.

![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/300672i39AD5F3A3B3F94A1/image-dimensions/422x139?v=v2 "1.png")

and I want agent to select it from the field: Affected services.

![2.png](https://community.atlassian.com/t5/image/serverpage/image-id/300868i21253E19C2B69D4D/image-dimensions/203x262?v=v2 "2.png")

Now I am CSV importing past data from Excel, however Affected services field isn't updated. So I manually created one ticket on JSD to see what is recorded by the system, it seems like Jira records it in 2 fields:

1.ServiceEntityReference{id='E.IS Internal Others'}

2.ServiceEntityReference{id='ari:cloud:graph::service/f767f777-6fd1-4abe-897f-0e1e1de8214d/514f4010-b113-11ee-b7e0-0abe3f4a6601'}

While I don't think this service id matches the one above...

Now what should I do?


Answers:
author: Eugenio Onofre
body: Hi [@Runsu_Zhang](/t5/user/viewprofilepage/user-id/5406279)

Welcome to the Atlassian Community!

Unfortunately it is not possible to import Affected Service values through CSV import. There is a featrue suggestion open [here](https://jira.atlassian.com/browse/JRACLOUD-82004) so I strongly suggesting voting for it and watching it to be updated when any progress is made.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Runsu_Zhang
body: Thank you!

Then I will bulk update it as a workaround.

Hope this feature can be installed soon!


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i Change, add, delete fields in my service desk?
Asked by Autoperforantes_TEL:

Hi, i need your help again, i?m trying to setting up my service desk portal, and i need to add fields in the widget. For example, this is my actual widget or form i don?t konw the exactly name... and i need to add new fields, delete all the existing fields o change their names.

Regards,

Alejandra

![Captura de Pantalla 2024-01-16 a la(s) 17.30.33.png](/t5/image/serverpage/image-id/300830iECD59CF06652B8E4/image-size/large?v=v2&px=999 "Captura de Pantalla 2024-01-16 a la(s) 17.30.33.png")


Answers:
author: Mikael Sandberg
body: To edit the request form go to project settings \> request types and select the request type you want to change. From here you can change the fields that are visible to the customer under the Request form tab, which fields are visible to the agent under the Issue view tab, and under the Workflow statuses you can see and "hide" statuses from the customer.

comments: author: Autoperforantes_TEL
body: Mikael: Thanks for responding, **excellen**t, I was finally able to find where I can configure my form!!! Thank you very much!!! Regards. Have a nice day!!!

![Captura de Pantalla 2024-01-16 a la(s) 18.07.41.png](https://community.atlassian.com/t5/image/serverpage/image-id/300833i1544609D34246FE8/image-size/large?v=v2&px=999 "Captura de Pantalla 2024-01-16 a la(s) 18.07.41.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation based on distribution list
Asked by Mikel Whipple:

I have a project that 3 different teams use but are similar in need. However, each team has a distribution list with the projects email address as the only member. Depending on which email address it was sent to I want to be able to assign the tickets to a team.

distributionlist1@companyabc.com to project@companyabc.atlassian.net

distributionlist2@companyabc.com to project@companyabc.atlassian.net

distributionlist3@companyabc.com to project@companyabc.atlassian.net

I do see when they email and the ticket opens it does at the dist list email to the requested participants but I can't get that automation to run correctly.


Answers:
author: Mikael Sandberg
body: You should be able to use the Issue fields condition in an if/else block to do this, just check if the request participants contains the distribution list and assign accordingly.

I have a similar set up for our HR project, it has 4 different email addresses, and depending on the address used it is assigned to different people.

comments: author: Mikel Whipple
body: BTW Great name!!! :D

This is working for me but I have one weird issue, one of the distribution lists doesn't always add the request participant as the distribution list. I am trying to determine if it is just forwarded emails or what.


author: Mikael Sandberg
body: You should be able to see what is going on by checking the email log and download the raw email for those requests where the distribution list is not added as request participant. Any address in from and cc should be added depending on how your customer permissions is set up.


author: Mikel Whipple
body: I think I figured it out, I had to set the permission for the customer to add the request participant.


Tags: cloud

jira-service-management

jira-service-management-cloud
Seems like all users from our domain are in your suppression list. Can you please clear all of them?
Asked by John:

Under Customer notification logs we found first the error "Error from email provider: 550 no such address here" during a DNS change. After a few hours we received the error "Recipient's email address is on a suppression list."

Therefore do we assume that our domain landed in your suppression list.


Answers:
author: Ste Wright
body: Hi [@Test](/t5/user/viewprofilepage/user-id/5406889)

See this help page for more information on suppression lists: <https://confluence.atlassian.com/jirakb/jira-cloud-email-notification-suppression-list-and-why-users-don-t-receive-email-notification-1236938226.html>

To remove users, you'll need to contact Altassian Support: <https://support.atlassian.com/contact/#/>

Ste


author: Andy Heinzer
body: Hi,

I can see that you created a support case over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-955419> and that someone else from support has cleared the suppression for your domain.

Regards,

Andy


Tags: atl-rvw

cloud

jira-service-management

jira-service-management-cloud
Emails sent to the portal are not processing as ticket.
Asked by Anthony Lopez:

Project settings \> Email requests \> logs   

I can see that people are attempting to place a ticket but it "FAILED" Sorry, self-signup is disabled for this help center. You need to be invited first.

I know how to enable sign-ups but is there a way to have it so that anyone that sends an email request generates the ticket without having to create the account first? I was like looking into other possible solutions to have customers sign in but it requires a sub [Understand Atlassian Access \| Atlassian Support](https://support.atlassian.com/security-and-access-policies/docs/understand-atlassian-access/)

Maybe I just need a step in the right direction. Thanks in advance.


Answers:
author: Jack Brickey
body: Hi [@Anthony Lopez](/t5/user/viewprofilepage/user-id/5406853) , welcome to the community.

You can make your project open which would allow anyone that has the email address to create a ticket. If it is their first time doing so they will be added as a customer to that project by default.

Go to project settings \> customer permissions and select open in the drop-down. You could also consider using the widget which can be placed on any of your website pages allowing customers to have a mini-portal of sorts.

comments: author: Anthony Lopez
body: Yeah, I have that set to open. It still requires you to make an account though. Unless I am missing a step?

Which I was. I unchecked the internal and its working fine.


author: Jack Brickey
body: Every ticket needs to be associated with an email/user. This ensures that the agent can communicate with the customer on the issue. What is the use case where the agent would not need to be aware of the customer contact?


Tags: cloud

jira-service-management

jira-service-management-cloud
I lost all my Status Time Report
Asked by Antony Delgado:

Hi community!

We're using Status Time App since 3 years ago, the company have been created a lot of report with this app

Recently something happened with this plugin, it seems all reports was deleted and when we try to access to this app it shows a welcome view but is not show any report.

![1.png](/t5/image/serverpage/image-id/300820i9EB9F396A99B18F6/image-size/large?v=v2&px=999 "1.png")

Also we detected all project have disable the app (I already enable all)

![2.png](/t5/image/serverpage/image-id/300821i544D2B6A1A0920C2/image-size/large?v=v2&px=999 "2.png")

1. Is there a way to retrieve all reports we created?

2. The plugin have been changed?

Thanks in advance


Answers:
author: Jack Brickey
body: Hi [@Antony Delgado](/t5/user/viewprofilepage/user-id/3864060) ,

I would definitely suggest reaching out to the vendor - <https://bloompeak.io/support> . I assume that is the vendor for the app you are referring to but please verify before contacting.


author: Mehmet A _Bloompeak_
body: Hi [@Antony Delgado](/t5/user/viewprofilepage/user-id/3864060)

Please contact us via[support@bloompeak.io](https://bloompeak.io/support). We will immediately investigate your case and turn back to you as soon as possible.


author: Antony Delgado
body: Thanks for the suggestion [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)

I share the information that the supplier gave me:

The free product and the paid version are completely different products, so it is not possible to migrate implementations that you have in the free version to the paid version and vice versa.

The suggestion is that if you have to implement reports in one version (free) and you need to migrate it to another version (paid) you must completely develop the reports manually

comments: author: Jack Brickey
body: Thanks for sharing. Yuck!?


Tags: cloud

jira-service-management

jira-service-management-cloud
Why is someone unavailable as a customer?
Asked by Sarah Casner:

They are not seeing a divsion on our ticketing system at all.


Answers:
author: Marc - Devoteam
body: Hi [@Sarah Casner](/t5/user/viewprofilepage/user-id/5406827)

Welcome to the community.

Can you clarify a bit more.

Is the user referring to the portal, this is most likely;

https://\<your-instance\>.atlassian.net/servicedesk

Or are they seeing multiple JSM titles on the portal, are both portals available as open.

See [Customer Permissions](https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/) on how portals can be limited or makes specific customer groups in your system and adjust the permission scheme per project to only allow the related customers to see the project on the portal


author: Jack Brickey
body: Hi [@Sarah Casner](/t5/user/viewprofilepage/user-id/5406827) , welcome to the community.

Can you please help me better understand what you're referring to? What do you mean by they are not seeing a division? Maybe they are not seeing the specific project/Card on the health center page?


Tags: cloud

jira-service-management

jira-service-management-cloud
Auto-add components after adding component to parents
Asked by Tony Mercadante:

Hi there - is it possible to setup some sort of automation that automatically adds component fields to child issues once a parent component field has been added?


Answers:
author: Ste Wright
body: Hi [@Tony Mercadante](/t5/user/viewprofilepage/user-id/5406856)

It'll be possible using Automation, but it depends what level the parents and children are at.

I've assumed below you only have Epic \> Story \> Sub-task, based on your Product Plan being listed as "Standard".

---

**Epic \> Story**

* **Trigger:** Field Value Changed
  * Field = Components
* **Condition:** Issue Fields Condition
  * Field = Issue Type
  * Condition = equals
  * Value = Epic
* **Branch:** Related Issues
  * Type = Children
    * **Branch-Action:** Edit Issue
      * Field = Components
        * COPY = Add Components from Trigger issue

---

**Story \> Sub-task**

* **Trigger:** Field Value Changed
  * Field = Components
* **Condition:** Issue Fields Condition
  * Field = Issue Type
  * Condition = equals
  * Value = Story - *or other relevant issue types*
* **Branch:** Related Issues
  * Type = Children
    * **Branch-Action:** Edit Issue
      * Field = Components
        * COPY = Add Components from Trigger issue

---

A few notes on this approach...

* If children doesn't work for **Sub-tasks,**try the Branch type "Sub-tasks"
* The COPY option is available through the breadcrumbs (...) next to the field entry area

---

These are just examples; you might need to modify the rules to meet your specific needs - but this should help move you forward :)

Ste

comments: author: Tony Mercadante
body: Worked like a charm, you're a legend! Thanks.


Tags: cloud

jira-service-management

jira-service-management-cloud
Notification of customer comment
Asked by Angie Paola Leon Duarte:

Tengo un formulario donde mis clientes reportan los problemas que tienen, cuando env?an el formulario este queda registrado en Jira como un nuevo ticket, pero si el cliente despu?s de este quiere agregar alg?n comentario adicional sobre el problema, este comentario no es notificado a la persona responsable de ese ticket, ?c?mo puedo hacer que se notifique?


Answers:
author: Ste Wright
body: Hi [@Angie Paola Leon Duarte](/t5/user/viewprofilepage/user-id/5372138)

I'd check your internal notification schemes in the first instance, as these should ensure agents are notified.

Check out this help page: <https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/>

There's a section on here called Internal Notifications, with a further link to notification schemes: <https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/>

Does this cover what you need?

Ste

---

And in Spanish (according to Google Translate)...

En primera instancia, verificar?a sus esquemas de notificaci?n internos, ya que deber?an garantizar que los agentes sean notificados.

Consulte esta p?gina de ayuda: <https://support.atlassian.com/jira-service-management-cloud/docs/what-notifications-do-my-customers-and-service-desk-team-receive/>

Aqu? hay una secci?n llamada Notificaciones internas, con un enlace adicional a los esquemas de notificaci?n: <https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Eliminar un cliente de un proyecto
Asked by Michael Kazuto Hardenson Medina Lagos:

Eliminar un cliente de un proyecto, intente hasta elimin?ndolo y volviendo agregar a todo attlasian y sigue en los proyectos que no quiero que este.


Answers:
author: Ste Wright
body: Hi [@Michael Kazuto Hardenson Medina Lagos](/t5/user/viewprofilepage/user-id/5371341)

Are you trying to remove a user's access to a Project?

Is this agent-level access, or customer-level?

Ste

---

And in Spanish (according to Google Translate)...

?Est? intentando eliminar el acceso de un usuario a un Proyecto?

?Este acceso es a nivel de agente o de cliente?

comments: author: Michael Kazuto Hardenson Medina Lagos
body: Hi, in level customer of my proyect, I don't see the option only if you add them to an organization.


author: Michael Kazuto Hardenson Medina Lagos
body: Hi, in level customer of my proyect, I don't see the option only if you add them to an organization.![sda.png](https://community.atlassian.com/t5/image/serverpage/image-id/301010i45005BAA74D08957/image-size/large?v=v2&px=999 "sda.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA Target-goals field name
Asked by Paul Prata:

![sla.png](https://community.atlassian.com/t5/image/serverpage/image-id/300802i5F5B2F0EB64D8C85/image-size/large?v=v2&px=999 "sla.png")

We would like to pull for reporting needs the time shown in the screen shot as separate fields. Is this possible? "48" in 1 column and "1" in a separate column.


Answers:
author: Marc - Devoteam
body: Hi [@Paul Prata](/t5/user/viewprofilepage/user-id/5382433)

No you can't, as this is auto calculated based on the conditions in the SLA, this value changes on the time the SLA is going to breach.


Tags: cloud

jira-service-management

jira-service-management-cloud