youngmon/atlassian-qna huggingface dataset:
SENT to Support: Customer can not search for articles in Portal (they could last week)
Asked by janely_melin:

Hi!  
I realized today that, Our Customers in the Customer Portal (logged In) - can no longer search for articles. What pops up are different Requests Templates (that are not in use).  

I sent the Request to Support.  
//J


Answers:
author: janely_melin
body: The question is handled by Jira Tech Support.  
I can't delete the question from the Community  
//J

comments: author: Kishan Sharma
body: Hi [@janely_melin](/t5/user/viewprofilepage/user-id/5235503), no problem once you receive a resolution from support, kindly share it here for the benefit of everyone. Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Requests opened between certain hours
Asked by Kovan Destek Portal?:

Hello,

I need to see requests opened outside working hours. Is there a JQL query for this? Example: Claims opened after 6pm and claims opened before 9am.


Answers:
author: Susanna Babayan
body: Hi!

You can refer to these two posts with the same/similar questions:

[Find all issues created outside of normal working hours](https://community.atlassian.com/t5/Jira-Software-questions/Find-all-issues-created-outside-of-normal-working-hours/qaq-p/1978132)

[How to filter tickets specifically by time of day](https://community.atlassian.com/t5/Jira-Software-questions/How-to-filter-tickets-specifically-by-time-of-day/qaq-p/1207641)


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation Status Change / Commenting Restricted
Asked by Vicky Miller:

Since migrating our existing tickets to a different ticket type and workflow, only the original raiser of the ticket can comment on tickets and trigger movement of the ticket. This should not be the case. Any user within our organization, who reviews and can access tickets, should be able to comment and trigger action on any of our organization's tickets.

Currently, tickets remain in the same state until only the person who raised the ticket comments.

Ideas?


Answers:
author: Asmath Basha S
body: Hi [@Vicky Miller](/t5/user/viewprofilepage/user-id/5451501) ,

=\> Kindly check the Permission scheme in the project and give the appropriate permissions for Browse project, Transition Issue, Add comments and whatever you want to give access to the Users.

=\> Before that check the Users you want to access tickets have project permission.


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset in customfield not showing
Asked by Raymart Cruz:

Good Day!

I created an asset custom field and linked it to company assets. I want to display only laptops in the created custom field, but the result is "No options."

![Screenshot 2024-03-13 at 4.42.54?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/311745iC21E50C8DFF91A71/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 4.42.54?PM.png")![Screenshot 2024-03-13 at 4.42.42?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/311744iE44876C82ED530D9/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 4.42.42?PM.png")![Screenshot 2024-03-13 at 4.42.27?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/311743iBCECD9387EDE822A/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 4.42.27?PM.png")


Answers:
author: Valerie Knapp
body: Hi [@Raymart Cruz](/t5/user/viewprofilepage/user-id/5014483) , thanks for your question.

There are some small changes to make in the configuration you have here -

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/311746iBDA408CD16F7DF8E/image-size/large?v=v2&px=999 "image.png")

Please check the AQL scope as the objectType of IT Assets from your other screenshot shows 0 items.

Second, in the User interaction section, you have the configuration to search by the Serial Number. Here, I would typically put the Name of the object as it's more likely an end user would have the name of the object, like HP Laptop, instead of the serial number (unless this is part of your way of working).

Please check the documentation here for how to use AQL - <https://support.atlassian.com/jira-service-management-cloud/docs/search-for-objects-and-object-types/>

You can do some tests in Assets of the AQL as you can in the issue search of Jira to test the syntax. If you need more help. please write us here.

Cheers

comments: author: Raymart Cruz
body: There's a data I jus need to refresh it. Additionally, I tried using a different schema and it works fine, but there seems to be an issue with this specific schema.

![Screenshot 2024-03-13 at 4.59.03?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/311749i8D37E9D78F8BC05C/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 4.59.03?PM.png")


Tags: cloud

custom-field

jira-service-management

jira-service-management-cloud
Can we Change the type of custom field which is already created like - single select to multiselect.
Asked by shivani shirguppi:

can we able to Change the type of custom field which is already created like - single select to multiselect. in JSM?

How it will affect?


Answers:
author: Rilwan Ahmed
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) ,

We cannot change the field type once it is created.

For example, making a single-select field into a multi-select field is not possible. To change a field's type, recreate the field using the desired type.

comments: author: Naveen Suneja
body: Hi Shivani, I was looking for the same, wanted to change a text custom field to mullti select drop down field, but Sorry to say i believe its not possible. Been looking for this since morning and did not find any solution. Eventually, had to remove the field and created new one with drop down option. In my case it was not that critical to remove and create the field since it was just associated to one Project.


author: Hannes Obweger - JXL for Jira
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115)

unfortunately you cannot change the type of a custom field; you'll have to create a new custom field, transfer over the values from the old custom field, and then delete the old custom field.

For copying values from your old field to your new field, I believe this might be possible via Jira Automation, but I can't advice on the details. Alternatively, if you're open to solutions from the Atlassian Marketplace, this would also be very easy to do with the app that my team is working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2638424).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Google Sheets or Excel. You can also bulk-edit your fields, using copy/paste. This makes it very easy to copy values from one column (i.e., field) to another column/field.

This is how it looks in action:

![copy-paste-across-field-types.gif](https://community.atlassian.com/t5/image/serverpage/image-id/311780i90D9EC817402815E/image-size/large?v=v2&px=999 "copy-paste-across-field-types.gif")

You only need to make sure that the values *fit* the new field. If that's not already the case, you can e.g. copy your values to Excel, manipulate them there, and then copy them back to JXL.

Hope this helps,

Best,

Hannes


Tags: cloud

jira-service-management

jira-service-management-cloud
need help on Automation rules
Asked by Kishor Mudhili:

Hello Guys,

i have a rquirement,

customers sending Emails to JSM to with some details.

form Body, we need to capture location name and should be updated in Issues.

i tried with automation rules but not working as we expected.

example: users sending email with body **Location: India ,** from body i want to capture the India and should be updated in Jira filed **Region. (Region is object field. the data is already stored in assets )**

perhaps i can able to capture but I'm not sure how to set the values in JSM field

please find the attached screenshot for your reference![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/311703iEE13D3312367ED3E/image-size/large?v=v2&px=999 "Capture.PNG")

![Capture11.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/311707i05D97B3A7885C4A6/image-size/large?v=v2&px=999 "Capture11.PNG")


Answers:
author: Naveen Suneja
body: Hi Instead of using summary equal to condition you can use contain condition, not similar but we used contain condition for one of the rule. sharing the screen shot, not sure if that will help you or not

![Screenshot 2024-03-13 103721.png](https://community.atlassian.com/t5/image/serverpage/image-id/311708i2CA3AE02C5493D9E/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 103721.png")

comments: author: Kishor Mudhili
body: [@Naveen Suneja](/t5/user/viewprofilepage/user-id/5094818) my requirement is completly diff.


author: Rilwan Ahmed
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742)

If you have the list of countries, then I would suggest [@Naveen Suneja](/t5/user/viewprofilepage/user-id/5094818)'s workaround.

i.e. create rule with different cponditions.

Example:   
If description contains India, then location = India  
If description contains Russia, then location = Russia.


Tags: cloud

jira-service-management

jira-service-management-cloud
duplicate epic creation
Asked by Viresh Kumar:

Hi, i want to create a rule for duplicate epic. so i created rule when issue will be created thn i used lookup . it ll lookup in current project , if the new epic with summary will be there it should not close the epic or if existing epic will be there thn it ll be closed. i want to store output of lookup thn i want to put if else condition. how i can store output of lookup ?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Viresh Kumar](/t5/user/viewprofilepage/user-id/5443299)

the result of the Lookup Issues Action are automatically accessible via the smart value {{lookupissues}}

Check out this documentation for more details: [Jira smart values - issues \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/) (search for "lookupissues")

comments: author: Viresh Kumar
body: can we store the output of lookup as a variable. thn we can use if else condition.is it possible or any other way is thr?


author: Rebekka Heilmann _viadee_
body: You can use the variable action but you could also simply access the smartvalue straight from the if else.

Quick example below. Lookupissues will give you a list of issues. .First will access the first issue in the list.

More operations available here: [Jira smart values - lists \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-lists/)

![Screenshot 2024-03-13 083547.png](https://community.atlassian.com/t5/image/serverpage/image-id/311733i9476882D6C30CF87/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 083547.png")


author: Viresh Kumar
body: ![Screenshot 2024-03-13 at 1.19.40?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/311737iC8840FC6E289D4AE/image-size/large?v=v2&px=999 "Screenshot 2024-03-13 at 1.19.40?PM.png")


author: Viresh Kumar
body: now my rule is like this. can u suggest in this


author: Rebekka Heilmann _viadee_
body: The If-Conditions look wrong. I think it should be

{{lookupissues**.size**}} \> 0

Issuetype = Epic -\> this will check the trigger Issue's Issue type. Is that what you want?

Apart from that simply try it out. I am not too sure what you want to achieve from a business point of view so can't really advise any further.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Ability to give all customers access to Major Incident?
Asked by aryder:

We are exploring our options. What is the best way to give all customers (internal users) access to view a Major Incident? i was thinking of using the participants field but it doesn't seem to give a suitable option .

Any solutions or alternative ways to accomplish this would be very helpful!


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@aryder](/t5/user/viewprofilepage/user-id/4009424)

Requests can be shared between customers from one Organization per default or if the customer is choosing to do so: [Requests automatically shared with organization \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/requests-automatically-shared-with-organization-1107626894.html)

So theoretically, if all your internal customers would be sorted into one Organization in JSM, requests can be shared automatically. However, this option is only available in the Create Request View (Customer Portal) and cannot be edited by Agents.  
You could open a new Request, share that with everyone and make that the Major Incident. That's not really elegant though.

Tbh, JSM isn't really great with Incident management unless used with other Atlassian products. Status Page is usually used for Incident communication. You could also make a Portal announcement.

The other way is to repopulate comments made to the major incident to any linked minor incident.

I am also struggling with that feature at the moment and haven't really found a good solution yet. Maybe check out the Marketplace for a 3rd Party App?

comments: author: aryder
body: Thankyou for the detailed reply [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395)


author: Rebekka Heilmann _viadee_
body: [@aryder](/t5/user/viewprofilepage/user-id/4009424) quick addition: there is a new Stakeholder role that enables you to keep all of them informed on incidents. It's a premium feature though: [Add and manage incident stakeholders \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/)


Tags: cloud

customers

jira-service-management

jira-service-management-cloud

participants
Adding a Custom Form Field answer into the automation email.
Asked by Gerrald Stephen:

We have setup a form for the New Employee account request and have setup automation to send an email when a specific answer is selected. I was wondering if an answer put in a different short text type field can be added to the email sent out?

As an example, In the form we have the New Employee Name field (Short Text type) which we have linked to a Jira custom field (New Employee Name). We have setup the automation to send out an email to the IT team when new equipment is requested. Is there a way to add the answer to the New Employee Name to the email body?

I have tried putting in the {{issue.New Employee Name}} into the email body and this doesn't seem to work.

TIA.


Answers:
author: Emily _ DevSamurai
body: Hi [@Gerrald Stephen](/t5/user/viewprofilepage/user-id/5427515)

As far as I understand, if {{issue.New Employee Name}} didn't work, it's possible the field identifier isn't recognized or there's a syntax issue.

For custom fields, the syntax often looks like this: {{issue.fields.customfield_XXXXX}}, where XXXXX is the custom field ID.

I hope this will help!

comments: author: Gerrald Stephen
body: Hi [@Emily _ DevSamurai](/t5/user/viewprofilepage/user-id/5239392)

Thank you for sending this through. Ill trial this out and let you know. Hopefully this fixes it. :)


author: Gerrald Stephen
body: Hi [@Emily _ DevSamurai](/t5/user/viewprofilepage/user-id/5239392) ,

Update on this, I have had to recreate the custom field as I think it was some issues with the way it was created.

I have used the new Custom field and this is now working.

Thank you for your assistance.


Tags: automation

cloud

forms

jira-service-management

jira-service-management-cloud
How can I enable the option for external customers to share their cases with their team members?
Asked by syee:

I would like to enable the option for external customers to be able to share their cases with their team members - from the portal in JSM On-Prem. Right now I can not add any other users, groups or add an email address.

Please check the image attached.

![JSM.JPG](/t5/image/serverpage/image-id/311674i857BC143C4E4FE55/image-size/large?v=v2&px=999 "JSM.JPG")


Answers:
author: Emily _ DevSamurai
body: Hi [@syee](/t5/user/viewprofilepage/user-id/4299819) ,

To enable case sharing for customers in JSM, you'll need to configure the customer permissions in your project settings. Here's how you can do it:

Navigate to **Project Settings** \>**Customer Permissions** \> Configure sharing options \> Save changes.

I hope this will help!


author: aryder
body: Hello Syee,

Have you looked at your customer sharing permissions?

<https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/>


Tags: jira-service-management

unknown-hosting-type
How to best collaborate between teams and between projects?
Asked by Allie Hittner:

Our HR team often gets issues that gets issues, subtasks, or info that needs to be shared across to our accounting or IT teams in their own project instances. What is the best way to make sure that we can share those across without status issues, visibility/compliance issues, or using request participants?


Answers:
author: Walter Buggenhout
body: Hi [@Allie Hittner](/t5/user/viewprofilepage/user-id/5451116) and welcome to the Community!

As you already describe: many teams have their own projects where they manage their work. HR is indeed typically a place where work for other teams originates (when new employees must be onboarded, transfer to a different department, ...).

It is usually best to support the already practices already used by existing teams. Adding sub-tasks in your HR project creates permission challenges there. So, because of that and because people usually already have ways of working within their teams, it makes more sense to create issues for other teams in the projects they already use. Linking them to the original request in the HR project creates overview on that linked work from the HR side of things.

Automation allows you to copy over any fields you need in these linked issues, as long as you make sure that information is already available in the HR issue when you create them. Building a consistent process comes done to a proper analysis of who is involved, what information they need, where people are working, what process each team follows and how teams' work influences the jobs of other teams.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Can not create project Magic Doesnt Happen
Asked by Robert Kneip:

I restored a bckup from my exisiting instance to a new instance to migrte all of the issue types workflows screens etc and all of my work over. I had to go in and delete out all of the migrated projects and issues groups users etc Now the system will not let me create new projects. It says the magic didnt happen. This when I do blank from scratch. Or use config from my existing. I do nt want to wipe out my project and start all over again.

I think it is a permissions and groups nightmare now. I have checked everything nothing works. Please help!


Answers:
author: Walter Buggenhout
body: Hi [@Robert Kneip](/t5/user/viewprofilepage/user-id/5277865),

I don't think it is a permissions issue. I think you may have accidentally deleted some things that you shouldn't have deleted, making the *create project* action fail. I am thinking in that direction because you would not be able to even start creating a project if this was a permissions issue.

But, taking a step back: what are you trying to do? You have created a backup from one site, restored it into another site and then deleted most of what you restored? What are you trying to achieve by that?

Assuming that you deleted too some elements that Jira requires when you try to create new projects, a few things you can do:

* Contact Atlassian Support via <https://support.atlassian.com/contact/#/> (if you are on a paid plan) and have them take a look at the logs in your site to identify the real root cause here.
* since you have a backup, restore it again and start over. Try to create a new project after you restore your site *before* you start deleting things.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
JQL Query - Project X with no linked issues in Project Y
Asked by Chris Dokter:

I would like to do an audit of tickets in one project (eg Project X) that have not been linked to a ticket in another project (eg Project Y).


Answers:
author: Nicolas Werle _Decadis AG_
body: Hi [@Chris Dokter](/t5/user/viewprofilepage/user-id/5451090) ,   

Unfortunately, this is not possible with standard Jira tools.  
With the help of the**ScriptRunner for Jira** app, you could use the following JQL:  
project = X AND issueFunction not in linkedIssuesOf("project = Y").   

I hope this helps you.  
With best regards,   
Nicolas

comments: author: Chris Dokter
body: Thanks [@Nicolas Werle _Decadis AG_](/t5/user/viewprofilepage/user-id/652313)

This helps but unfortunately I do not think I have access to the SriptRunner app for our organization. If/when I do have access, I will revisit this.

Cheers,  
Chris


author: Hannes Obweger - JXL for Jira
body: Hi [@Chris Dokter](/t5/user/viewprofilepage/user-id/5451090)

welcome to the community!

If you're open to solutions from the Atlassian Marketplace, this would be easy to do using the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=datacenter&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2637994).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting* - as well as the ability to perform *text filtering (with logical operators)* on all issue fields and columns.

This is how it looks in action:

![issue-link-filtering-v2.gif](https://community.atlassian.com/t5/image/serverpage/image-id/312379i607E542EECB6CB1C/image-size/large?v=v2&px=999 "issue-link-filtering-v2.gif")

Here, I'm filtering down to all issues that don't ("NOT") have an issue link to project JSWC. For more complex use cases, you could also use [regular expressions](https://en.wikipedia.org/wiki/Regular_expression).

Once you've narrowed down your list of issues, you can work on your issues directly in JXL, trigger various operations in Jira, or export your issues with just one click.

Any questions just let me know,

Best,

Hannes


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center