youngmon/atlassian-qna huggingface dataset:
Creating Jam Forms and Queues for Testing Before Subscription Upgrade
Asked by Karpaga Selvan:

Hello JSM Community,

I'm currently evaluating the **Jira Service Management Standard Edition** for our organization. Before committing to an upgrade, I'd like to explore the possibility of creating **Jam Forms** and managing queues for testing purposes.

1. **Jam Forms**: We're interested in integrating Jam Forms into our website. Can we create custom forms and receive form submissions via email seamlessly?

2. **Queue Management**: Additionally, we'd like to understand how queues work within JSM. Are there any limitations or considerations we should be aware of when setting up queues?

If anyone has experience with these features or insights into their feasibility, I'd greatly appreciate your input. Thank you in advance!

Best regards,

Karpaga Selvan M.


Answers:
author: Ste Wright
body: Hi [@Karpaga Selvan](/t5/user/viewprofilepage/user-id/5459406)

Answers/thoughts below...

1. **Jam Forms,** as in the product? If so, I can't see why not - but I think you'd either want to (a) map as much data as possible to custom fields, or (b) use the [JSM Help Portal](https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-online-portal/), so the data is mapped more directly. I'd definitely review what JSM offers for this alongside email submissions.
2. **Queue Management,** I'd read [these help pages](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-queues/) as a starting point, which also mentions some limitations. Could you tell us what you're expecting from queue functionality? That can help us refine a response here :)

Ste

comments: author: Karpaga Selvan
body: Hello [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) ,

Thanks for your prompt response and valuable insights on Jam Forms and Queue Management in Jira Service Management Standard Edition.

Considering the needs of our company and the activities discussed, we are keen to further explore and directly evaluate the benefits. Before upgrading, we would like to inquire about the possibility of **obtaining a trial** for the next project.

Could you please advise if we would like to test the features and capabilities of the upgraded program through a **trial period**? Any guidance on how to proceed with this request would be greatly appreciated.

Thank you once again for your help and support.

Greetings,

Karpaga Selvan M.


Tags: cloud

jira-service-management

jira-service-management-cloud
Bulk export change and request type issue
Asked by Santhosh Raj:

I was to trying to Imported some csv issues into Jira Service management workflow.  
Created a Column for a request type and update the name of the request type, But it is not getting attached to the request type.  

Shows like this error.  
![Screenshot 2024-03-20 195440.png](/t5/image/serverpage/image-id/313314i88BCE4B1EB1FCB33/image-size/large?v=v2&px=999 "Screenshot 2024-03-20 195440.png")

I can able to change it from Bulk changing the request type .  

But I cannot able to transition the issue status.  

![Screenshot 2024-03-20 195714.png](/t5/image/serverpage/image-id/313317iEDB93AECC5931D05/image-size/large?v=v2&px=999 "Screenshot 2024-03-20 195714.png")

Even I tried of moving to by Bulk change, but it is not possible

![Screenshot 2024-03-20 195807.png](/t5/image/serverpage/image-id/313318iFDDE8301ABFE8DB0/image-size/large?v=v2&px=999 "Screenshot 2024-03-20 195807.png")

<br />

Changes we made:  

* Workflow has some conditions and permissions
* Workflow has approval process
* Conditions in workflow "Previous Status Condition" to all status except Approval stages.  

* Permission for the transition issues is also set to Project access - All and Service project customer and some groups.  

So what we need to do ?  
How to resolve this transition permission issue and assign the request type when exporting itself ?  
Just help little clear please ?  

Also find me a better usage ?


Answers:
author: John Funk
body: Hi Santhosh,

One option is to place an additional All transition for the statuses you want to move to. Then add a condition on the All transition so that only Jira Admins (Group) can do that. Then if you do the bulk move or CSV Import as a Jira Admin, you should be able to handle the transitions, but other users would not see it.

comments: author: Santhosh Raj
body: But do request type has any ID mappings   
As per this ticket [Request type export](https://jira.atlassian.com/browse/JSDCLOUD-4520) .

![Screen Shot 2016-11-21 at 12.08.55 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/315541iFCD1D8BD7509B092/image-size/large?v=v2&px=999 "Screen Shot 2016-11-21 at 12.08.55 PM.png")

As I followed the same procedure and exported the data,  
But it shows me the name of the request type and not like the ID of the above Screenshot  

So is there any other ways to find or bulk change is the only option. [@John Funk](/t5/user/viewprofilepage/user-id/7148)


author: John Funk
body: Okay, I am confused - is your problem that you can't update the Request Type name? Or is it that you can't transition the issue after you update the Request Type?


author: Santhosh Raj
body: Yes. Transitions are blocked because of some conditions in the workflow.  
But this also becomes a problem while exporting. [@John Funk](/t5/user/viewprofilepage/user-id/7148)   
Request type is not getting matched while exporting. showing errors


Tags: cloud

jira-service-management

jira-service-management-cloud
where can I get a "JIRA Dashboard Calendar gadget"
Asked by Scott Bjorke:

I've read on this support site several references to a "JIRA Dashboard Calendar gadget", but when I edit my dashboards there is no such gadget listed under "Add Gadget". I must be missing something.

In any event, I just need a calendar of change requests (issuetype = change) and need to be able to share it with Jira instance users in projects other than ITSM).

TIA

Scott


Answers:
author: Dan Breyen
body: Hi Scott, after you've selected 'Dashboard' from the top of your Jira page and select a Dashboard, click on the Edit/pencil to edit it. That should take you to the 'Add a gadget' as well as let you change the layout.

Hope that helps.


Tags: calendar

change

change-management

cloud

jira-service-management

jira-service-management-cloud
Is there a way to create JSM Services without opsgenie?
Asked by George Abdo:

Hi All,

I want to use "Services objects" in JSM to store information about the various services that we support or use in our systems.  
However, we do not use Opsgenie we use other non-integrated alerting tools and this is not going to be changed.

What I would like to do is create Services and add properties, owners, escalations etc without having to reference Opsgenie teams etc.


Answers:
author: Ste Wright
body: Hi [@George Abdo](/t5/user/viewprofilepage/user-id/5303873)

Where are you looking to add these services objects to within JSM?

Ste

comments: author: George Abdo
body: I'm creating it in "services" in the JSM project:

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/313722iC6103BB243FB3CAF/image-size/large?v=v2&px=999 "Capture.PNG")


author: Ste Wright
body: Hi [@George Abdo](/t5/user/viewprofilepage/user-id/5303873)

Possibly? You only need a service type and tier to create them. But I think it might become more complex once you get into fields like "Responders'"

Would Asset Management be a possible alternative, and build out the services in there? - <https://www.atlassian.com/software/jira/service-management/features/asset-and-configuration-management>

Ste


author: George Abdo
body: Thanks [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470)   
Yes, it is looking like I will have to do it in Assets instead. I was hoping to use Services as it would have been the more logical repository.


Tags: cloud

jira-service-management

jira-service-management-cloud

services
Ability to reset the SLA in Data Center
Asked by Seven B:

Hi  
I have Jira Service Management in Data Center and I need to reset the SLA each time the incident returns to the same status, that is:  
Status = TRANSFERRED = SLA 1h (And it starts counting)  
Incident transitions to another status, the SLA ends and then returns to "TRANSFERRED", I need this same SLA to start again from ZERO.

Is this possible in Jira Service Management DATA CENTER? How?

Thanks!!


Answers:
author: Seven B
body: ...


author: Carla Ann Rowland
body: yes, this will need to be tested. Go to the SLA transferred or make a new sla. Create a filter similar to this: if issue = service request and issue status was transferred. Have the sla clock start when the issue enters transferred status and the clock stops when status = changes to (check boxes for available new status out of transferred.

comments: author: Seven B
body: Hi Carla!

Thanks for your answer! Yes, I know, but the problem is that when the Issue returns to "TRANSFERRED", the clock calculates the time from the first transition to "TRANSFERRED". I need that same SLA to start again from ZERO, not from the first transition. Do you understand? Is this possible in Jira Service Management DATA CENTER?


author: Carla Ann Rowland

Tags: data-center

jira-data-center

jira-service-management

jira-service-management-data-center
JIRA service Desk Agent User does not receive Notifications
Asked by Beirat ZHW17-19:

similar to this question <https://community.atlassian.com/t5/Jira-Service-Management/One-user-does-not-receive-Jira-notifications/qaq-p/2288134>

I don't get any configured standard notifications from a JIRA service Management project, especially not the one on new tickets (which I need).

The directly addressed (by \&@ user) messages I do get, so it is not a mail issue in general.

There are no project individual notifications configured. It is a newly set up account with mostly defaults, still running in the trial free tier. (Because of that I can't ask tech support of Atlassian for help.

I think I did get some in the very beginning, but I deleted them and I'm not sure anymore.

The only thing I noticed was an error message created by the undeliverability of the auto-reply I had configured in my email account. so maybe that got me onto some kind of block-list, but for outgoing (?)

but that block seems to be valid only for this project. the very same email address works fine in another JIRA project in some other paid account, where I had the chance to test it.

the other reason I imagined was, that JIRA assumes, that I'm still logged in and does not send notifications because of this. But I even changed the email adress of the user, but the behaviour did not change....

I have no idea how to analyse any further....


Answers:
author: Trudy Claspill
body: Hello [@Beirat ZHW17-19](/t5/user/viewprofilepage/user-id/5458491)

Welcome to the Atlassian community.

If you are getting any messages at all from any Jira instance, then your email is not blacklisted.

Is your project a Team Managed project or a Company Managed project? You will see that information at the bottom of the panel on the left when you are viewing the project.

Have you reviewed the notifications configured for the project?

In a brand new Service Management project in a free tier all the notification events are set up to notify the Reporter, Assignee, and Watchers. If you are not one of those, you specifically won't receive notifications for newly created Service Management issues.

You will need to modify the notifications configuration for the project in order to receive notifications of newly created issues.

comments: author: Beirat ZHW17-19
body: it is team-managed, and I don't get any notification, although it is configured:

it was configured, but the notification schema was set to "none" in the project. no idea, how this happened...

now it works.... :-) :-) :-)

![schema 2024-03-22 09_52_43.png](https://community.atlassian.com/t5/image/serverpage/image-id/313767i2486DB21C1CE5FC9/image-size/large?v=v2&px=999 "schema 2024-03-22 09_52_43.png")![JIRA-2024-03-22 09_48_18.png](https://community.atlassian.com/t5/image/serverpage/image-id/313768iBC2426AFB909FBC5/image-size/large?v=v2&px=999 "JIRA-2024-03-22 09_48_18.png")![JIRA-2024-03-22 09_44_02.png](https://community.atlassian.com/t5/image/serverpage/image-id/313769i1663756DEB49BF5A/image-size/large?v=v2&px=999 "JIRA-2024-03-22 09_44_02.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to get custom field and concatenate values in an issue from linked issues?
Asked by Angel Ferreira:

Hello:

How to get custom field and concatenate values in a text field in an issue from linked issues?

Thanks


Answers:
author: Kalyan Sattaluri
body: Hello [@Angel Ferreira](/t5/user/viewprofilepage/user-id/4528620)

Can you tell what are you trying to do or what is the requirement?

If you have an issue, do you want to find all linked issue's custom-field value, concatenate them and edit your original issue? Please share details so community can help. You want to find this value from all linked issues or from certain link types? So many questions, lol

comments: author: Angel Ferreira
body: Hi,

Yes, I want to find the customfield value of all linked issues, concatenate them and add this string into a customfield within the original issue.


author: Kalyan Sattaluri
body: Broadly speaking there are 2 types of issuelinks. inward and outward.

Lets assume you have a trigger (manual/scheduled/field change etc)

And, If "Text 1" and "Text 2" are my customfields I want to retrieve from linked issues..

Then you should be able access your link's fields using below syntax:

{{issuelinks.inwardIssue.Text 1}} \<-- Gives list of all values in Text 1 field from links under inward categories.

{{issuelinks.outwardIssue.Text 2}} \<-- Gives list of all values in Text 2 field from links under outward categories.

So a smartvalue like below will give you a comma separated list which you can use to edit/assign your trigger field.

{{issuelinks.inwardIssue.Text 1}}, {{issuelinks.outwardIssue.Text 2}}

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313675iC87B33E884819EFD/image-size/large?v=v2&px=999 "image.png")

If you dont want comma separated, you can save them individually in variable, split them and combine them however you want.

Hope it helps.


author: Kalyan Sattaluri
body: BTW, may have to do a check on size of the list before you combine cause if {{issuelinks.inwardIssue.Text 1}} is empty, your end result will look like ",MINEMINE" ..

But hope you got the big picture and let me know if questions/clarifications.


author: Angel Ferreira
body: Thanks thats works for me, Is it possible to remove the space between values ??and just separate them by commas?


author: Angel Ferreira
body: I solved sepate by commas only with this sitaxis:

{{#issuelinks.outwardIssue.customfieldName}}{{.}}{{\^last}},{{/}}{{/}}

Thanks [@Kalyan Sattaluri](/t5/user/viewprofilepage/user-id/5312306)


Tags: data-center

jira-service-management

jira-service-management-data-center
Is it possible to add our own chatbot + widget
Asked by Brady Buttrey:

I want to add an ai chatbot widget to our customer portal that creates tickets. We have a widget for the chat bot designed already and need to train it with the data. Is it possible to integrate our own chatbot? If so, how would I go about it?


Answers:
author: Nikola Perisic
body: Welcome to the community [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170) !

Currently, Atlassian is only having their AI implemented with no options to create your own chatbot like ChatGPT does.

You can check this page right here: <https://community.atlassian.com/t5/Jira-Service-Management/Has-anyone-set-up-a-chatbot-in-jira-service-desk/qaq-p/1083804>

Also, I'd recommend checking out Zapier chatbot that allows you to create your own chat bot.

comments: author: Brady Buttrey
body: Thanks Perisic,

I read into Zapier a little bit but I wonder if maybe you can answer my lingering question. Would our chatbot need to be created in Zapier, or could we use Zapier to integrate it? Additionally, would it allow us to implement it on the JSM customer portal to help customers using our KBAs and create tickets.


author: Nikola Perisic
body: To answer your question, this is only possible if you use the Zapier as standalone. Otherwise, Atlassian doesn't have this feature enabled yet.


author: Brady Buttrey
body: Interesting, thank you for the information. I'm curious, are you aware if other ITSMs like ServiceNow have features that allow you to integrate your own custom chatbot?


author: Nikola Perisic
body: Yeah, here is the link: <https://www.servicenow.com/products/virtual-agent.html>

They have the similar virtual agent as Atlassian, but also they have the actual chatbot.


author: Brady Buttrey
body: Great, thanks for that. As an alternative to implementing our own chatbot directly on the JSM portal, would it be possible to have a url widget that opens an iFrame to the chatbot?


author: Nikola Perisic
body: I don't think so, since this won't be technical feasible.


Tags: artificial-intelligence

chatbot

cloud

implementation

jira-service-management

jira-service-management-cloud
Fattal error while cloning repository
Asked by arun kumar:

Hi Team,  

Does any one face this kind of issues while cloning repository  

remote: Login failed due to incorrect login credentials or method.  
remote: If you are unsure of which login details or login method to use, visit:  
remote: <https://support.atlassian.com/bitbucket-cloud/docs/log-into-or-connect-to-bitbucket-cloud/>  
fatal: Authentication failed for '<https://bitbucket.org/xxx/xxx.git/>'


Answers:
author: Syahrul
body: G'day, [@arun kumar](/t5/user/viewprofilepage/user-id/4586108)

May I know how you clone the repository because the error seems like it's showing you are not using the right authentication method?

Essentially when cloning a repository you can open the repository and click the **Clone** button on the top right corner. Then select which connection you wish to use to clone for example HTTPS:

```
git clone https://<username>@bitbucket.org/<WorkspaceName>/<RepoName>.git
```

You'll be asked to provide a password as authentication in the next steps. You need to generate an App Password as your authentication credentials, please check our page below on how to generate an App Password:

<https://support.atlassian.com/bitbucket-cloud/docs/app-passwords/>

Let me know if you have any additional questions.

Cheers,  
Syahrul


Tags: bitbucket-cloud

cloud
Why am I not getting any emails when someone sets me as a reviewer on pull requests?
Asked by peterromero:

I have all notifications turned on for my account, but I'm still not getting notified about pull requests. How can I get them?


Answers:
author: Riley Venable
body: If you have all notifications turned on for your account, but you're still not getting notified about pull requests in Bitbucket, you should check if the pull requests are assigned to you or if you're participating in them by creating, commenting or reviewing them. Bitbucket automatically sets a watch for pull requests you create, but if you want to be notified about pull requests that you're not participating in, you can set a watch manually by clicking the "watch" button on the pull request page. Additionally, you can check if the size of the notification email is larger than 6 MB, as any email larger than that will be suppressed and not delivered. If none of these solutions work, you can contact Bitbucket support for further assistance.

comments: author: peterromero
body: Yes, the pull requests are assigned to me. I doubt the problem is the size of the email, although I don't know how to check that.

When I go to the support center, it just redirects me back to here. Guess I'm out of luck, then.


Tags: bitbucket-cloud

cloud
Cannot see My Projects and resps in side bitbuket :(
Asked by abdullahmasood:

Cannot see My Projects and resps in side bitbuket :(. I have lot of projects there.


Answers:
author: Riley Venable
body: Check here: <https://bitbucket.org/account/workspaces/>; perhaps you are not in the right workspace.

comments: author: abdullahmasood
body: there i can see my workspaces but when creating new repo then nothing is showing and even when i navigate to repositions nothing is showing but push. pull all is working. may be bitbuket bug


author: Patrik S
body: Hello [@abdullahmasood](/t5/user/viewprofilepage/user-id/2584909) ,

Could you share a screenshot of the page you are seeing? Are you looking for a particular repository and not able to find it ?

As [@Riley Venable](/t5/user/viewprofilepage/user-id/4584007) mentioned, please make sure you are in the correct workspace by clicking on your personal avatar in the top right corner, selecting **All Workspaces**, and then clicking on the desired workspace.

This will change the view to that particular workspace, and you can then click on **Repositories** option in the top bar to list all the repos within that workspace.

Thank you, [@abdullahmasood](/t5/user/viewprofilepage/user-id/2584909) !

Patrik S


Tags: repository

team-managed-projects
How to fetch list of commits between a given date and a commit ID?
Asked by Kaushik Veluru:

I would like to get all the commits before a given commit ID until a specified date like Jan 1st, 2023 using BitBucket Server REST API. Since \& until parameters only accepts another commit ID but doesn't take a date.   

a timestamp is accepted for since \& until in GitHub \& GitLab REST APIs to fetch a list of commits


Answers:
author: Erez Maadani
body: Hi [@Kaushik Veluru](/t5/user/viewprofilepage/user-id/510414)

Try using the git command: [git rev-list](https://git-scm.com/docs/git-rev-list)

For example, this command will print all commits since 2 days ago up to the HEAD commit:
> git rev-list --since=2.days.ago HEAD

comments: author: Kaushik Veluru
body: Thank you for your response [@Erez Maadani](/t5/user/viewprofilepage/user-id/5018344)   
Sorry for not clarifying that I need to fetch this information using REST API.   
Do you know if there is a REST API available to do this? I am using Bitbucket Server.


author: Christian Glockner
body: Hi Kaushik,

The Bitbucket Server REST API doesn't accept dates for listing commits, but if you know the commit ID you want to start from, you can use <https://docs.atlassian.com/bitbucket-server/rest/5.16.0/bitbucket-rest.html#idm8283059808>

Cheers,

Christian

Premier Support Engineer

Atlassian


author: Kaushik Veluru
body: Hi Christian,   

Thank you for your response. We are working on an initiative that needs to pull all the commits before a given commit across all repositories and all instances within the organization. We are able to successfully do it for GitLab and GitHub but not for BitBucket.   

GitLab API - <https://docs.gitlab.com/ee/api/commits.html> (Accepts date for Since)

GitHub API - <https://docs.github.com/en/rest/commits/commits?apiVersion=2022-11-28#list-commits> (Accepts date for Since)  

We wouldn't know the commit ID where we want to start from?   

Is there any way to achieve this?   

Or is there an easy way to know the first commit ID on a repo for a given date?


Tags: bitbucket-server

server