youngmon/atlassian-qna huggingface dataset:
Instances of no Jira ticket created from email
Asked by Christine Jarvis:

Hi Jira Service Management Community,

My work team is using the Free Plan for JIRA Service Management.  

We've encountered an issue with our Jira Service Management setup. On three separate occasions, we've sent emails to our Jira instance, which is linked to our own domain email address (not an atlassian email), that did not result in a JIRA ticket being generated, and these emails do not appear as an entry in the mail handling system at all. I expected I might see these emails listed with an error.  

We are dependent on this functionality to manage our business workflows. Fortunately, I've picked up the automation failure, and manually re-sent the email directly from the Jira instance mailbox, and in each instance, this has successfully triggered the ticket creation.  

Here are my questions:   
- Could the failure to poll these emails be due to a service outage?   
- I understand there's a limit on the number of automation rules per project per month using a free plan. If that's the cause of our issue, how are we notified when we've reached our limit? Where can I find this in the JIRA settings? Should we be receiving an email or notification about nearly reaching or have reached our limit by default, or do I need to set up a notification trigger for it?  
- Could using our own domain instead of the atlassian domain for the Jira instance be causing our issue? What is the best practices in regard to a setup where we have linked our domain email address i.e. "customer.service@companyname.com.au" instead of "support@atlassian.com".  
- Since we're using the Free plan, should we expect less than 100% delivery reliability, potentially due to being listed as a lower server priority?  

Please also provide any additional considerations that I have not mentioned above.  

Any guidance from the community as to what could be causing this issue, would be appreciated.


Answers:
author: Christopher Yen
body: Hi [@Christine Jarvis](/t5/user/viewprofilepage/user-id/5568782) ,

You can view the usage by going to **Project Settings** \> **Automation** \> **Usage**. I think you'll have to monitor this manually on the free plan.

Any chance the original emails were marked as spam? We've actually turned off email ticket creation and only do portal or slack because we'd like our customers to use request types and forms so unfortunately I don't have much more troubleshooting experience with the email ticket creation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Optimizing Jira Service Management Workflow for Specific Request Types
Asked by Onur Onal:

Hello, a new person joined our team today. I added him to Jira Service Management (JSM), and so far, everything is fine. However, this new user only needs to handle the work related to a specific request type that will be opened starting from today.

Since I couldn't manage this directly with permissions, I came up with the following method:

I opened a new JSM board and mirrored all the X request type issues from the main JSM board to this new board. I used automation to achieve this.

I then added the new person to this board. However, this approach made it difficult to sync comments and other features one-to-one, and I couldn't make it work as expected.

How can I resolve this?


Answers:
author: Franti?ek ?pa?ek _MoroSystems_
body: Hi [@Onur Onur](/t5/user/viewprofilepage/user-id/712505)

does this person have JSM license assigned to him? If so, I dont see any problem with him existing in the same Service Management project along with other people. If your question is rather towards "how to filter out his requests from other so rest of the team does not see his requests and he only sees his requests" that can easily be achievable by creating a separate dashboard or queue for him. There you can easily filter out it one way or another.

If you need further assitance, we would probably need much more detail about your current setup, ideally with some screenshots and examples.

Have a nice day!

comments: author: Onur Onal
body: Thank you for your answer.

I guess I didn't explain my request clearly.

One person joined us. This person should be able to see the X request type jobs that will be opened from the day he joined. We don't want him to see older issue. (privacy)

At the same time, we don't want him/her to see the issue of some request types on the jsm board. We don't want to open a separate board because the rest of the team needs to see his work.


author: Onur Onal
body: Also, I'm Onur Onal. Not Onur Onur. :)


author: Franti?ek ?pa?ek _MoroSystems_
body: Hi, sorry for mismatching your name, thats what this app gives me when using mentions (after hitting @).. :-)

But back to the topic - I would probably suggest using issue security levels. Just create a single security level, that will only include customers and rest of your old team. Then create an automation, that will set the issue security, when new request, that cannot be seen by this single preson, is created. This will ensure all other request types will stay hidden, while at the same time, rest of the team will see all the requests. Thanks to this, you can have same queues, boards and everything for everybody, as the permission to see the issue will be attached to each issues separately.

Here is the doc for it: <https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/>


author: Onur Onal
body: Now i'm trying with permission method. I will back.


Tags: cloud

jira-service-management

jira-service-management-cloud
como puedo copiar las configuraciones de un proyecto de jira
Asked by Administrador:

Tengo un proyecto y quiero hacer otros proyectos partiendo del flujo y tipo de incidentes creados, para no tener que volver a tener que hace la configuraci?n.

En alguna respuesta revise que debo tener una licencia que no sea la gratis, pero tengo la premium y no me aparece la opci?n llamada "Comparte la configuraci?n con un proyecto ya existente"


Answers:
author: Boris Zozoulia
body: ### ?Te importar?a utilizar el idioma com?n de aqu?? ?Ingl?s? {#toc-hId--2146600016}

comments: author: Bea
body: I have a project and I want to make other projects based on the flow and type of incidents created, so I don't have to do the configuration again.

In some answers I reviewed that I must have a license other than the free one, but I have the premium one and the option called "Share the configuration with an existing project" does not appear.


author: Bea
body: I have already found the option, the project must be Managed by the company .


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I stop responder alerts when an incident is assigned to someone?
Asked by Matthew Rutledge:

We are setting up our JSM instance to handle our incidents and alerts, moving away from OpsGenie. In testing, we have turned on the responder alerts, and these are working fine, but we would like to stop responder alerts from being created when someone is assigned to a ticket. My team usually self-assigns tickets, so these alerts are unnecessary. Is it possible to filter our alerts or something so assignee responder alerts are not created, but other alerts continue to come in as normal?


Answers:
author: Mark Higgins
body: Hi [@Matthew Rutledge](/t5/user/viewprofilepage/user-id/4749198)

AI'm ny site, Notifications have been moved under the person logged in.

![Screenshot 2024-08-15 171246.png](https://community.atlassian.com/t5/image/serverpage/image-id/341900i8EA034B954A044B6/image-size/large?v=v2&px=999 "Screenshot 2024-08-15 171246.png")

Click on Niotifications and there is a section for Alerts:

Under Alerts there is a section for Assigned:

![Screenshot 2024-08-15 171245.png](https://community.atlassian.com/t5/image/serverpage/image-id/341901i23DEAB3DB3ADC663/image-size/large?v=v2&px=999 "Screenshot 2024-08-15 171245.png")

People could turn that off , and they would not get alerted.

However, they would not get alerted if anyone else assigns them to a ticket as well.

Hope that helps

Mark

comments: author: Matthew Rutledge
body: This could work, but I believe the responder alerts would still be created, just not notify if this is the case (please correct me if not accurate). It sounds like it's an all or nothing when toggling the 'responder alerts' in JSM, unless I'm missing something.


Tags: alerts

cloud

jira-service-management

jira-service-management-cloud
How to improve Email Ticket Appearance in JSM
Asked by korowa_ags:

Our customers can create tickets via the Jira Service Management (JSM) Portal or by emailing helpdesk@mycompany.com.

Tickets created in the portal appear neat and organized in JSM. However, email-generated tickets often become cluttered, as JSM places all items from email signatures (pictures, icons, text) into a long column, making the ticket look messy. After a few exchanges, the ticket becomes even more chaotic, with repeated icons and signatures.

We have some basic automation to hide text after 'Regards' or 'Thank you,' but it's not foolproof, as customers often use different signoffs.

Disabling email-generated tickets isn't an option right now. We need better automation or perhaps AI to clean up email signatures in tickets. Alternatively, I'm looking for a setting in JSM to display email signatures correctly. Any ideas or recommendations?

Thank you for your attention and input


Answers:
author: Mikael Sandberg
body: Hi [@korowa_ags](/t5/user/viewprofilepage/user-id/5568682),

Welcome to Atlassian Community!

If you go to Settings \> Products \> Email Requests you can enable [Hide email signatures](https://support.atlassian.com/jira-service-management-cloud/docs/hide-email-signatures-in-the-issue-view-and-portals/), and also add custom text that is should detect. This is not fool prof since not all signatures are the same, but it should help in the majority of the cases.

comments: author: korowa_ags
body: Thanks, Mikael,

We already have a setting to hide email signatures using custom text triggers like 'Thank you,' 'Regards,' etc. However, as you and I mentioned, this approach isn't foolproof. While I'm exploring better ways to hide signatures, I need to configure JSM to display email signatures the same way they appear in Outlook, at least for now.

How can I achieve this? Also, why does JSM place all signature elements into a long column? While some icons in the signature look small in Outlook, they are enlarged in JSM. Because of this, communication with clients looks unprofessional.


author: Mikael Sandberg
body: The underlying issue is that the mail handler in Jira is plain text, it tries to handle html, but especially when it comes to signatures it has issues with it. The only other option would be to add an external email service and hope that it handles signatures better.


author: korowa_ags
body: Since we're on a premium plan, I should probably log a ticket with Atlassian support to see if they have a solution. Or do you think they'll just tell me the same thing?

I appreciate their focus on new technologies like AI, but it would be great if they could also fix basic issues, like correctly displaying email signatures.


Tags: cloud

jira-service-management

jira-service-management-cloud
error: CNAME with DNS name support.acme.com. is not permitted at apex in zone support.acme.com
Asked by Christopher Edgar:

I've got a top level domain hosted in godaddy.com. For security purposes, let's call it acme.com.

Godaddy is pretty terrible for managing DNS records so I've created a sub-domain in Route 53 called "support.acme.com" and added corresponding NS records in godaddy so that all DNS requests for support.acme.com talk to Route 53 name servers instead of Godaddy.

I've created the custom domain, support.acme.com, in Jira service management and it's created the required CNAME records for customer.support.acme.com and support.acme.com.

When I add the customer.support.acme.com cname record, everything works as expected and it resolves.

When I try to add the support.acme.com record, I get a "CNAME with DNS name support.acme.com is not permitted at apex in zone support.acme.com".

How do I resolve this?


Answers:
author: Christopher Edgar
body: I ended up just falling back to GoDaddy. I removed the subdomain from route 53 and added the CNAME subdomain records exactly as recommended in the JIRA custom portal area. Everything appears to be working fine.


Tags: aws

cloud

dns

jira-service-management

jira-service-management-cloud

route53
Error when Importing Assets from CSV
Asked by Julia R_:

I am having an issue when importing a group of assets. I've had no issue with 2 previous imports and have actually tried using a previously imported file which resulted in the same error.

Thanks!

![Import Error 2024-08-14_14-03-15.png](/t5/image/serverpage/image-id/341859i351BE4CBCEC6B667/image-size/large?v=v2&px=999 "Import Error 2024-08-14_14-03-15.png")


Answers:
author: Julia R_
body: After confirming that the csv format was not the issue, by selecting a previously-loaded file which was successful, I closed down my browser (had to do that twice) and was finally successful.


author: Samuel Gatica
body: Hi [@Julia R_](/t5/user/viewprofilepage/user-id/5525607)

There may be an issue with the data format for import. Please review the attached document and ensure that the data aligns with the specified details.

<https://support.atlassian.com/jira-service-management-cloud/docs/prepare-your-data-for-importing-into-assets/>

Hope this helps!

Best regards

Sam

comments: author: Julia R_
body: Thank you, [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) I've ruled out any issues with format by selecting a previously-successful import. I ended up closing my browser window and starting from scratch. I had to do this twice but did end up being able to load the file. I guess the third time was the charm.


author: Mark Higgins
body: Hi [@Julia R_](/t5/user/viewprofilepage/user-id/5525607)

Have you used the file previously?

I guess you can not attach it.

When I have received this msg, I think I either delete the mapping and start again, or check the file for empty columns and rows that somehow have appeared in the file.

Regards

Mark

comments: author: Julia R_
body: Thanks for your reply, [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340)

I did end up getting the file loaded up after closing down my browser twice (and confirming it was not the formatting of my csv).


Tags: assets

cloud

csv

error

import

jira-service-management

jira-service-management-cloud
How can I turn off 'Account Verification' for internal emails coming through email channel?
Asked by Tyler Giles:

Please see screenshot, I would like to have JSM open issues whether or not accounts were verified. Especially if they are internal accounts. I am not sure I understand the logic in blocking/preventing internal issues from opening if accounts are not verified?  

Thank you for your time!  

![2024-08-14_15-51-41.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/341857iCC2A6AD6986B5900/image-size/large?v=v2&px=999 "2024-08-14_15-51-41.jpg")


Answers:
author: Mikael Sandberg
body: In the project go to Project settings \> Customer permissions and make sure that Customer sharing is set to the second or third option so that customers can add new customers. Then go to Settings \> Product and make sure that Email Requests is set up so anyone can create new accounts.


Tags: cloud

jira-service-management

jira-service-management-cloud
Personnalized email for client survey.
Asked by Alesandro Senerchia:

The current settings of JSM is when a agent resolves a ticket, a email is sent out indicating that the issue has been resolved and will display the client survey towards the bottom of the email.

Our clients complain that they don't necessarily scroll down to answer the survey, thus losing some feedback from them.

How can we go on to have a separate email sent out displaying only the survey and that the results are shown in the satisfaction report in JSM?


Answers:
author: Mikael Sandberg
body: You would need an app from the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=survey) in order to do that. The built-in survey cannot be sent as a separate email.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I convert a string to an Atlassian user account? Select List to an Atlassian user account?
Asked by Tyler Giles:

We have about 70 users in Atlassian, but I am working on a project that can only be "approved" by 2 people. John Doe and Jane Doe.  

It appears that JSM has no functionality to have a custom field only able to select from a few individuals or group at all, which I think is highly strange and would be useful for many projects. I can only use fields that let users pick from all \~70 users, or I can create a drop down or radio buttons, but this only sends the user as a string. I want to take the string "John Doe" and then assign the ticket to Atlassian User: John Doe.

**Simple example: customfield_1 = *Select List* \> "Jane Doe" selected**   
**Automation: Assign Ticket to customfield_1 (Jane Doe)**

I do not want to use a "user picker" field, and then giving end users \~68 other options that they would only accidentally pick.


Answers:
author: Mikael Sandberg
body: If you are using a single user picker custom field you can limit it so you can only select users that belongs to a specific group. You could then use that as the field as the approver.

![Screenshot 2024-08-14 at 12.03.33?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/341843iE4B0E19054B43074/image-dimensions/343x224?v=v2 "Screenshot 2024-08-14 at 12.03.33?PM.png")

All you would have to do is create a new group that only have the two approvers in it.

comments: author: Tyler Giles
body: This works perfectly for what I am trying to do, thank you!


author: Franti?ek ?pa?ek _MoroSystems_
body: Hi [@Tyler Giles](/t5/user/viewprofilepage/user-id/5525501) ,

first and foremost I am not sure how you would like the process to look like, so pardon me for making guesses and maybe some tips will be a bit different.

From what I understand you are trying to get approvals for your tickets - Jira Service Management has built in functionality just for that. Follow the[instructions here](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/)if you want to tryto use it.

Now to answer your question - if you have single user picker field, just go to "Custom Fields" system settings, find your custom field and via three dots hit "Context and default value" and here you can set up user to be selected from either project role or group. Also this can nicely be combined directly with the Approval workflow stated earlier.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can office locations be updated in Assets from AD or ServiceDesk?
Asked by Trina Washington:

We've had assets listed and users assigned to the assets in our inventory. For the most part the location is the user's office. Of course, people change office locations throughout the years. Is there was to pull the office location from AD or ServiceDesk into Assets for the users?


Answers:
author: Franti?ek ?pa?ek _MoroSystems_
body: Hi [@Trina Washington](/t5/user/viewprofilepage/user-id/1170329)

there definetely are options to do that. Question is - what version of AD do you use? Anyway, I see you are on the DC edition so should be rather easy - my guess is that users are assets too, right? That means your database probably contains object types like Office, Person, Hardware and these are interconnected, right? If so, you can go to Assets schema configuration and in Import tab add new import type. Then you select LDAP Import, you will be required to put some info like username, password and filter. Once you are done with initial configuration, you can proceed to map attributes from AD directly to your "Person" object and set it up the way it auto imports all people, their locations and other attributes for example once per night.

Here is the correct documentation for it: <https://confluence.atlassian.com/servicemanagementserver0416/ldap-import-1062242195.html>

Have a nice day!


Tags: addon-com.riadalabs.jira.plugins.insight

asset-management

data-center

insight

jira-service-management

jira-service-management-data-center
List of Customers & Organizations they belong to
Asked by Mo Bhimji:

I am trying to get a list of all the customers we have in JSM and the organizations to which they belong. I don't want to pay for a plugin as this will (hopefully) be a one-time endeavour, and we need to go through "hoops" to get applications approved and authorized to be installed.

I found some code from another post, but it only ever returns 50 organizations, so that's not quite what I'm looking for.

Are there any free tools that would help? Or am I destined to try and use the API to get what I want/need?


Answers:
author: Susan Waldrip
body: Hi [@Mo Bhimji](/t5/user/viewprofilepage/user-id/4896421) , I came across a [similar request](http://at?https://community.atlassian.com/t5/Jira-Service-Management/Easy-way-to-generate-a-list-of-all-Customer-Organizations/qaq-p/2429095) and it may not be possible out of the box, but you can put in a request with Atlassian support since it's (probably) a one-off task and they may be able to do it for you. Good luck!

comments: author: Mo Bhimji
body: That's awesome - thank you! I'll try that.


Tags: cloud

jira-service-management

jira-service-management-cloud