youngmon/atlassian-qna huggingface dataset:
Update Jira linked issues in new automation
Asked by Tanya Murauskaya:

Legacy automation used to have a rule that would allow to automatically update agents about linked issue progress

[Automatically update agents about a linked issue's progress \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/edit-linked-issue-automated-rules/)

I can't find it in the new automation templates, is there an alternative? How do I set up this rule?


Answers:
author: Nadhila Savira
body: Hi Tanya,

I have an example here that you can follow. The trigger depends on what sort of progress/update on the linked issue you want. In this case, I use "Issue transitioned" trigger, but you can also use "Issue commented" or even "Field value changed" trigger.

![Screenshot 2024-09-06 at 07.57.33.png](https://community.atlassian.com/t5/image/serverpage/image-id/345921i2CF6A790A2EAF92E/image-size/large?v=v2&px=999 "Screenshot 2024-09-06 at 07.57.33.png")

The For branch allows you to take action on tickets that did not directly trigger the rule, in this case the linked issues. Without the For branch, the actions would've been taken on the tickets that had the update on it.

Please feel free to try this out so you could see the differences yourself. I'd suggest creating a separate project (not customer-facing) to do such testing.


Tags: cloud

jira-service-management

jira-service-management-cloud
I am not able to receive any issue via email after configuring Email as a channel
Asked by Kiran Tulsankar:

Hi, Team,

I am using JSM for logging the support ticket and I have configured the the email box.

I am not able receive any ticket from this email box and not able to diagnose the problem.

Could you please help me resolve this issue?


Answers:
author: Marc - Devoteam
body: Hi [@Kiran Tulsankar](/t5/user/viewprofilepage/user-id/5584140)

Can you show your configuration, are you also given yourself the Service Management Customer role


Tags: cloud

jira-service-management

jira-service-management-cloud
How to make some attributes view only
Asked by abhinash t:

We have synced AD asset data into Jira Asset management. Now we want to make the attributes view only. We are using data centre.


Answers:
author: Marc - Devoteam
body: Hi [@abhinash t](/t5/user/viewprofilepage/user-id/4364743)

You mean read-only for users in assets, see: [configuring-roles-and-permissions](https://confluence.atlassian.com/servicemanagementserver0517/configuring-roles-and-permissions-1431242820.html)

But you can't have permissions on objects or attributes.


Tags: jira-service-management

jira-service-management-server

server
Limited to Six users
Asked by Brad Schultz:

I did not set this product up, the staff that did no longer is employed with our company. It seems we are limited to six users. Does that include the sales team that needs to submit a design request (eight sales team members). I have six designers/admins with access which maxs our six license. ![JIRA_REQUEST USERS LIMIT.jpg](/t5/image/serverpage/image-id/345527iDC8C5ACF03736856/image-size/large?v=v2&px=999 "JIRA_REQUEST USERS LIMIT.jpg")


Answers:
author: Susan Waldrip
body: Hi [@Brad Schultz](/t5/user/viewprofilepage/user-id/5567734) , just wanted to add to [@Perumal M](/t5/user/viewprofilepage/user-id/5305127)'s overview of license breakdowns and clarification that people who submit requests (those in the Customer roles) don't need a license. The screenshot in your original post shows you have 6 licensed users for that product, but that particular screen doesn't indicate how many total licenses your plan allows. If you have the appropriate admin role, you can click the Billing tab in that Admin screen and it will show you the number of licenses used and the number of licenses allowed for each product -- for example, 6/15 would mean you've used 6 licenses out of the 15 allowed in your current plan.

![help6.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/345570iC8C48B5C0DE24D23/image-size/large?v=v2&px=999 "help6.jpg")

I've never heard of a plan that only allows 6 licensed users, they tend to charge by the group (1-15, 16-25, etc.) so I hope the Billing screen will provide the info you need.


author: Perumal M
body: In Jira Service Management (JSM), the licensing model typically counts the number of users who have access to the JSM project as agents, not necessarily those who submit requests. Here's how it works:

1. **Agent vs. Customer**:

   * **Agents** are users who work on requests, such as IT support staff, designers, or admins. They need a JSM license.
   * **Customers** are users who submit requests or view tickets but do not work on them. They do not need a JSM license and can use the service portal or email to interact with the service desk.
2. **Licensing Limits**:

   * The license count you're referring to (six users) likely pertains to the number of agents you have. If your plan limits you to six agents, then only six users can have access to work on tickets or manage the JSM project.
3. **Sales Team Submission**:

   * Your sales team members, who are only submitting requests (e.g., design requests), do not need to be counted as part of the six-agent limit. They can use the customer portal to submit requests without requiring a JSM license.
4. **Managing Licenses**:

   * If you need to add more agents (e.g., additional designers/admins), you might need to upgrade your JSM plan to accommodate more licensed agents. Check your current JSM plan details to confirm the number of agents allowed and consider upgrading if necessary.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can multiple import preferences be set up in Jira Cloud for Excel
Asked by GlenellRosburg:

I'm successfully using Jira Cloud for Excel to export data to 1 Excel file. I would like to use this tool to create 3 or more different exports. When I open the Jira Cloud for Excel in Excel, I only see the latest jql and field options.   

Is there a way to save and select different import query/preferences. I would like to reference different query/preferences for different Excel sheets. For example, I would like to use query/preferences A to drive spreadsheet 1, query/preferences B to drive spreadsheet 3, etc.


Answers:
author: Marc - Devoteam
body: Hi [@GlenellRosburg](/t5/user/viewprofilepage/user-id/4760526)

No you can't this app is a simple connector between the applications.

If you want multiple export templates to excel you would need to look at other marketplace apps like Better Excel Exporter, but this is not free


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Assets - List View will not stay as Default
Asked by Tracy Evearitt:

As of a few weeks ago when I go to Assets, it will default to Detail view instead of list view. Previously once i picked List View when I would come back again later, it would stay in list view. Now it goes back to Detail view every time. This is really frustrating. Is anyone else seeing this?


Answers:
author: Ricardo Da Silva
body: I am also having this Issue from a few weeks ago


Tags: asset-management

cloud

jira-service-management

jira-service-management-cloud
how to extract the value of an asset attribute with nunjucks
Asked by Paul Wilkinson:

Hi

I need to find with a post-function the value of an attribute of an asset.

The structure I can see via this dump {{ issue \| insightFieldValue("customfield_10131") \| dump() }} is:

```
[  {    "id": "f7c6cc8b-439a-4dbd-9f07-1eb3156fc195:2",    "objectKey": "TESTPR-2",    "label": "Customer 1",    "objectType": {      "id": "f7c6cc8b-439a-4dbd-9f07-1eb3156fc195:8",      "name": "Contract",      "description": "Contact with Customer"    },    "attributes": {      "Created": [        {          "value": "2024-09-04T09:58:42.847Z",          "displayValue": "04/Sep/24 9:58 AM",          "searchValue": "2024-09-04T09:58:42.847Z",          "referencedType": false        }      ],      "Updated": [        {          "value": "2024-09-04T10:46:11.770Z",          "displayValue": "04/Sep/24 10:46 AM",          "searchValue": "2024-09-04T10:46:11.770Z",          "referencedType": false        }      ],      "ResponseTimeTarget": [        {          "value": "30",          "displayValue": "30",          "searchValue": "30",          "referencedType": false        }      ],      "Contact Person": [        {          "value": "Franco",          "displayValue": "Franco",          "searchValue": "Franco",          "referencedType": false        }      ],      "Key": [        {          "value": "TESTPR-2",          "displayValue": "TESTPR-2",          "searchValue": "TESTPR-2",          "referencedType": false        }      ],      "Customer": [        {          "value": "Customer 1",          "displayValue": "Customer 1",          "searchValue": "Customer 1",          "referencedType": false        }      ]    }  }]
```

However this command seems to returns void (see attachment):

{{ issue \| insightFieldValue("customfield_10131") \| field("attributes.ResponseTimeTarget.value") }}

![Screenshot 2024-09-04 at 13.17.12 (2).png](/t5/image/serverpage/image-id/345508iD20DBC24B407FA9D/image-size/large?v=v2&px=999 "Screenshot 2024-09-04 at 13.17.12 (2).png")

Can anyone tell me what I am doing wrong?

Thanks


Answers:
author: Marc - Devoteam
body: Hi [@Paul Wilkinson](/t5/user/viewprofilepage/user-id/3740350)

This earlier post seems to be in-line with your request.

I might give you some direction.

<https://community.atlassian.com/t5/Jira-questions/access-Asset-object-attributes-in-postfunction/qaq-p/2478493>

Otherwise you can always ask JMWE support.


Tags: assets

attribute

cloud

jira-service-management

jira-service-management-cloud

nunjucks
Databases from confluence doesn't visible in JSM
Asked by Eva:

Please welcome, we have the following situation. In Confluence we have created a database page and also a regular page where we have displayed the database object. On the client side, when viewing these two pages, we don't see the content, but we see a link to an article in confluence. Can you please tell me how to fix this? How to make the client side to see the content of the database?


Answers:
author: Rilwan Ahmed
body: Hi [@Eva](/t5/user/viewprofilepage/user-id/3364498) ,

Welcome to the community!!

If you want everyone to view knowledge base articles from confluence in Jira service management, then follow steps described in <https://support.atlassian.com/jira-service-management-cloud/docs/allow-anyone-to-view-knowledge-base-articles/>

To create articles, follow steps mentioned in <https://support.atlassian.com/jira-service-management-cloud/docs/write-knowledge-base-articles/>


author: Nikola Perisic
body: Welcome to the communtiy [@Eva](/t5/user/viewprofilepage/user-id/3364498)

Have you checked the space permissions of that space, if the users are indeed able to view the pages? Have you checked if there are any restricted pages for these users as well?


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud
Re-Index in Cloud?
Asked by Heiko Lotz:

During my imports something went wrong. Now my object type "Kunde" shows 1006 objects. But there are no objects (no filter):

![objects.png](/t5/image/serverpage/image-id/345488i63B0A6FD4E73B3FB/image-size/large?v=v2&px=999 "objects.png")


Answers:
author: Heiko Lotz
body: Thanks [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176) and [@Pears Whims](/t5/user/viewprofilepage/user-id/5578779)   
Changing the project key did not work. Neither the bulk operation.

My solution is a manual one: I copied the scheme and deleted the "defect one".

comments: author: Pears Whims
body: Thanks for the update [@Heiko Lotz](/t5/user/viewprofilepage/user-id/5380527)!

Well done, seems You can accept Your own answer as it resolved the case.

Stay awesome,  
Pears.


author: Pears Whims
body: Hi [@Heiko Lotz](/t5/user/viewprofilepage/user-id/5380527)

Just to clarify, there is no re-index option in Jira Cloud, as indexing is managed automatically by the platform. More details are in <https://community.atlassian.com/t5/Jira-questions/Can-t-re-index-Jira-Cloud/qaq-p/613607>

If your object type "Kunde" shows 1006 objects but no objects are visible, consider trying the following:

* Try using filter by just project key, perform a bulk operation (add a label, later remove the label).
* Another option would be to change the project key temporarily and then revert it back. Jira Cloud supports project key changes, and this could force a refresh of the data and its display.

Let me please know if this helps.

Best regards,  
Pears

comments: author: Nikola Perisic
body: Hi [@Pears Whims](/t5/user/viewprofilepage/user-id/5578779) , changing the project key doesn't affect the current issues and all of the old links from an old project key will be automatically updated.


Tags: assets

cloud

jira-service-management

jira-service-management-cloud

object
Jira Service Portal format and finding text
Asked by Marta:

Hi all,

I hope someone will be able to help me with this :)

**1. How can I hide the text I've marked in pink from the main page of the portal?**

![Screen Shot 2024-08-30 at 10.54.04.png](/t5/image/serverpage/image-id/345452i75BD9B9BB241B637/image-size/large?v=v2&px=999 "Screen Shot 2024-08-30 at 10.54.04.png")

The text in pink is OK in the next section because it relates to the request forms:![Screen Shot 2024-08-30 at 10.55.12.png](/t5/image/serverpage/image-id/345453i6859BE3B6327851C/image-size/large?v=v2&px=999 "Screen Shot 2024-08-30 at 10.55.12.png")

**2. Where can I change the text "Learn more about" (first image)?**

As it doesn't make sense there...

Thanks in advance!

Marta


Answers:
author: Ashok Shembde
body: Hi [@Marta](/t5/user/viewprofilepage/user-id/5480818) ,

* Go to the project settings.

* After opening the project settings, look on the left-hand side for "Portal Settings" and click on it.

* Change the introduction text as needed.![Screenshot 2024-09-04 155405.png](https://community.atlassian.com/t5/image/serverpage/image-id/345500iE993B899DCD1A794/image-size/large?v=v2&px=999 "Screenshot 2024-09-04 155405.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Setup SMS and voice notifications
Asked by Stephan Eichner:

Hello Comumunity,

reagrding to this article

<https://support.atlassian.com/jira-service-management-cloud/docs/alert-notifications/>

Unfortunately I can't find any alert notifications. I see the notification settings tab in my personal profile, but there is no further selection below. Do you need a specific product plan (Free, Standard Premium) for this function?

Thanks for more information.


Answers:
author: Fabian Lim
body: Hi [@Stephan Eichner](/t5/user/viewprofilepage/user-id/3112617)

Welcome to the community!

You need to setup a team with members and then enable the alert/operations features. Once you do that, you should be able to see the options. Also make sure that you have a JSM license assigned to you.

<https://support.atlassian.com/jira-service-management-cloud/docs/launch-your-team-operations/>

comments: author: Stephan Eichner
body: Hi Fabian,

I currently only use the free version of JSM. But I should still be able to make the necessary settings. I created a team, but I still can't find the alert/operation features.

as I read the information of your Link above

To launch your team's operations:

1.From your top navigation, go to Teams.

2.Select your team and scroll down to Operations.

3.Select Get started.

I don?t see Point 2 and 3 in my teams features. But as I understood also the free version should support the basic settings, o am I wrong?


author: Fabian Lim
body: Hi [@Stephan Eichner](/t5/user/viewprofilepage/user-id/3112617)

Based on the pricing site: <https://www.atlassian.com/software/jira/service-management/pricing> the free version doesn't have alert management capabilities.

Cheers,

Fabian


author: Stephan Eichner
body: thanks for the fast answer

Stephan


Tags: cloud

jira-service-management

jira-service-management-cloud
Automated messages
Asked by Susanne Brandt:

Hello,

I want to send an automated message to our customer within tickets do inform that we wait for an answer after 14 days for example.

How i can solve this if the ticket is in e special status.

Thanks for help.

Regards

Susanne


Answers:
author: Nikola Perisic
body: Welcome to the community [@Susanne Brandt](/t5/user/viewprofilepage/user-id/1386858) ! You can set up an automation rule that would look something like this:

![Screenshot 2024-09-04 at 10.28.11.png](https://community.atlassian.com/t5/image/serverpage/image-id/345457iC28AB9038F21E3BB/image-size/large?v=v2&px=999 "Screenshot 2024-09-04 at 10.28.11.png")

* Trigger - Scheduled on every 2 weeks (you can specify a different day)
* Condition - Issue fields condition where status is one of - here you need to specify your status
* Add comment to the issue - here you can customize your comment by your liking


Tags: cloud

jira-service-management

jira-service-management-cloud
Create two different Help Centers with the same Project
Asked by Gustavo Moraes:

Good afternoon, guys!

In my company, we have a single Service Desk (Jira Service Management), where we deal with all types of requests in the same place, and we want to keep it this way.

But as we deal with lots of different types of things (Simple requests, Changes, Documentation, etc.) we'd like to separate them.

I'd like to, for example, create two Help Centers for the same Project, but with different options being displayed.

Let's say that I have Project "TEST 1".  
In this project, I have Request Types A, B, C, D, E, and F.  
I want to create one help center with options A, B, and C and another with options D, E, and F.

I couldn't find a way to do it, also couldn't find another way to try doing it without using third-party apps (got tired of it already).

Any thoughts on this?

I deeply appreciate your assistance.

Thanks a lot!


Answers:
author: Joseph Chung Yin
body: [@Gustavo Moraes](/t5/user/viewprofilepage/user-id/5285358) -

Unfortunately, it is not possible to have one project in different Help Centers as I agreed with [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

What you can do is to group your request types into different groups for the same project in one Help Center portal. So users can access the appropriate group with the specific set of request type(s).

Hope this also helps.

Best, Joseph Chung Yin


author: Shikha Verma
body: Hi, [@Gustavo Moraes](#)[.](#) Jira Service Management Standard supports a single Help Center for each service project, which displays all request types available in that project. But you can use Customer Portals with Different Groups of Request Types. For that   
**Go to Portal Settings and** create Portal **Groups** (e.g., "Simple Requests," "Changes," "Documentation"). Drag and drop the request types (A, B, C, D, E, F) into their respective groups. This is a workaround for providing a clearer structure to users.  

Also, when you click on your profile icon in the portal. From the dropdown, select "Create help centre"(refer to the screenshot below). But this available for Premium.

<br />

![Screenshot at Sep 04 00-11-53.png](https://community.atlassian.com/t5/image/serverpage/image-id/345365iEBA9134F4AE9A3BE/image-size/large?v=v2&px=999 "Screenshot at Sep 04 00-11-53.png")


author: Mikael Sandberg
body: Without an app this is currently not possible in JSM. You can now create multiple help centers and configure those independently, but within the same project you cannot say that one help center should have different request types from another.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I set up JSM so Customers can share requests with other Customers in Help Centre
Asked by Kevin Smith:

We use Jira Service Management (cloud) and Customers can raise requests in Help Centre no problem, but not "share" requests like Agents can using the Shared With (+) feature when viewing Requests. (see images).

Our customers (internal especially) would like to share requests / add participants in case for example one team member is on leave and the ticket progresses, so the other team member can action any updates.

I am also aware of a "Shared With" field capability within the request, but not how to go about setting this up.

If anyone could help provide some steps to achieve this, please let me know.

(I know Agents can add Participants, but want Customers (non agents) to be able to do this.

![image.png](/t5/image/serverpage/image-id/345330i8A6C4D429290BBE3/image-size/large?v=v2&px=999 "image.png")![image.png](/t5/image/serverpage/image-id/345331i7D836EC0E6519A1C/image-size/large?v=v2&px=999 "image.png")![image.png](/t5/image/serverpage/image-id/345332iE3F5CCA631B84A3E/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Samuel Gatica
body: Hi [@Kevin Smith](/t5/user/viewprofilepage/user-id/5085424)

Please check the following article:

* [Share With button Differences and Behaviors on JSM Portal](https://confluence.atlassian.com/jirakb/share-with-button-differences-and-behaviors-on-jsm-portal-1188784642.html)

Best regards

Sam

comments: author: Kevin Smith
body: Thanks Sam, this is really useful and something I can pick up with the team. Much appreciated.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add a customer to organizations without that customer receiving notifications
Asked by Jo Berkeley:

Hi

We're setting up JSM as follows:

Approx. 150 customers, most customers will be allocated to 1 or 2 organizations. We'd like these customers to be able to see and receive notifications for any requests in their organization.

The problem is that we would also like the team managers to have access to view all requests in the portal (the proposal is that we do this by adding them to every organization), but we do not want the managers to receive notifications for every request, and asking them to manually off the notifications each time a request is raised is not a realistic solution.

I can't find a way to do this without changing the Customer Notifications, which then removes notifications for everyone, which also isn't a solution we want.

Is there any way to achieve this please? I think ideally we would like something like a supervisor role added as the managers are not customers nor agents.


Answers:
author: Marc - Devoteam
body: Hi [@Jo Berkeley](/t5/user/viewprofilepage/user-id/3923629)

You will need to remove the customer notifications and create automation rules, that will sent out notifications.


Tags: cloud

jira-service-management

jira-service-management-cloud
Se pueden visualizar incidencias enlazadas en el portal de cliente?
Asked by Luis Carlos G?mez Mej?a:

Hola estimados, espero todos se encuentren bien.

Tengo una pregunta, hay forma de hacer que un usuario cliente unicamente con acceso al portal pueda visualizar las incidencias enlazadas desde el mismo portal de cliente. Estoy en el proceso de buqueda de esta posibilidad para evitar un gasto excesivo de el uso de licencias.

Sus aportes ser?n de mucho apoyo

Gracias de antemano

Saludos!


Answers:
author: Marc - Devoteam
body: Hi [@Luis Carlos G?mez Mej?a](/t5/user/viewprofilepage/user-id/5496240)

Yes.

The customer needs to be added as request participant on the linked issues

S?.

El cliente debe ser agregado como participante de la solicitud en los problemas vinculados.


Tags: cloud

jira-service-management

jira-service-management-cloud