youngmon/atlassian-qna huggingface dataset:
In ITSM, How can users receive request status updates email notifications?
Asked by Abdelazeem:

Users aren't getting the status updates for their tickets, e.g. setting the status to In progress doesn't notify the users.


Answers:
author: Nikola Perisic
body: Welcome to the community [@Abdelazeem](/t5/user/viewprofilepage/user-id/5498870)

To add what [@Emily _ DevSamurai](/t5/user/viewprofilepage/user-id/5239392) have said, automation rule can solve this issue as well:

![Screenshot 2024-05-16 at 13.22.46.png](https://community.atlassian.com/t5/image/serverpage/image-id/324122i1D89BA3C2E5DA835/image-dimensions/452x266?v=v2 "Screenshot 2024-05-16 at 13.22.46.png")

* **Trigger - Value changes -**Value is added for Status field
* **Condition -**Status equals to In Progress
* **Action -**Send email to the Initiator where for the subject you can add {{issue.key}} smart value so your user know which issue has been moved to the in progress status - other customisation can be made by you


author: Emily _ DevSamurai
body: Hi [@Abdelazeem](/t5/user/viewprofilepage/user-id/5498870)

Welcome to the community!  

May I check if the customer notification setting was updated? The notification scheme might be configured to block customer notifications.

You can check for it at **Project Settings** \> **Customer Notifications.**


Tags: cloud

jira-service-management

jira-service-management-cloud
Atlassian Customer user and portal user
Asked by Yatish Madhav:

Hi

Please advise what the difference is between a user under **Admin \> Directory \>** **Jira Service Management (Customer, not agent)** and a customer that is listed under **portal customers**?

We have some ex-external users that previously had Jira Software licenses and we want to move them to portal customers and just want to clarify the above.

Thank you

Yatish


Answers:
author: Emily _ DevSamurai
body: Hi [@Yatish Madhav](/t5/user/viewprofilepage/user-id/3279728)

As far as I understand,

**Customers:**

Customers are users who create requests through the customer portal or by email. Customers do not have access to the Jira Service Management project view used by Jira administrators or Jira Service Management agents. Customers can:

* Create, comment on, and track requests through the customer portal
* Create and comment on requests via email
* Add comments and attachments to requests
* Add other participants to their own requests

Customers do not require a Jira Service Management license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your Jira Service Management

**Portal-only Customers:**

Portal-only customers can't access your products directly. They can only log in to your Jira Service Management portals. These users can:

* send you requests from portals or email

* view knowledge base articles in portals

References: [What different account types can customers have?](https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/), [Who are customers in Jira Service Management? - JSM FAQs](https://confluence.atlassian.com/servicemanagement/jira-service-management-faq-827116269.html)  

I hope this will help!

comments: author: Yatish Madhav
body: Thanks [@Emily _ DevSamurai](/t5/user/viewprofilepage/user-id/5239392) - i think it helps :) Though, after reading the reply, it still tells me that they are the same. I.e both can:

- can create tickets via the customer portal  
- can create tickets via email  
- can comment on, tickets  
- can track tickets  
- can share with other customers/participants (or their organization)  
- can add attachments to the ticket on the customer portal  
- don't have access to the Service Management project view  
- don't require a Jira or Jira Service Management license

Am I missing something ? :D


Tags: cloud

customer

customer-portal

jira-service-management

jira-service-management-cloud
issue access depending on issue type
Asked by David Alvarez Alvarez:

hello good:  
I have several types of issue, and each type of issue is resolved by a specific role or group; How can I make it so that each group only sees the issue types that correspond to it and not all the others that it is not interested in or should not see?  
I have tried security levels but I don't see it very clear in the documentation how to do it or apply it; It only says that it should be done every time an issue is created and that doesn't help me;

What I can do?

Thanks in advance!


Answers:
author: Marc - Devoteam
body: Hi [@David Alvarez Alvarez](/t5/user/viewprofilepage/user-id/5419003)

Create automation rules that for each issue type set a security level and add the relevant groups/roles to that security level.

comments: author: David Alvarez Alvarez
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ,

Thank you for your quick response;

Yes, I just did it, but I realized that within the service request, there are two different types in the user portal, one is for one thing and another for another that are managed by two different teams; do you know why field could distinguish both ? That is, for example, both are service requests, but one for servers is carried by one group this is computer and the other is for printers, which is carried by a different group, but both are service requests... I have done it with JQL, like this:  
project = ITSM and type = "ITSM Service Request"...

how do I differentiate both server and printer requests?

some clue?

Thank in advance!

BR


author: Marc - Devoteam
body: Hi [@David Alvarez Alvarez](/t5/user/viewprofilepage/user-id/5419003)

You would need to differentiate the request like based upon a component or label.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can i make an agroupation of subtasks?
Asked by max:

I'm working in a business project company managed, and i want to agropuate sub-tasks, is that possible?

For exemple, i want to make a group os sub-task called admin![Captura.PNG](/t5/image/serverpage/image-id/324076i4137573DDA0E7A13/image-size/large?v=v2&px=999 "Captura.PNG")


Answers:
author: Fazila Ashraf
body: Hi [@max](/t5/user/viewprofilepage/user-id/5489354)

The group of subtasks are under the task. So you can call the parent task as "admin" for the use case?


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I update the default prompt "What needs to be done?" on a subtask to something else?
Asked by Raycher:

Referencing this question in 2018:<https://community.atlassian.com/t5/Jira-questions/Can-i-change-the-default-wordings-What-needs-to-be-done-in-the/qaq-p/965110#U2699520>

Wondering if there has been any updates that allow for this in 2024?


Answers:
author: Trudy Claspill
body: Hello [@Raycher](/t5/user/viewprofilepage/user-id/5498602)

Welcome to the Atlassian community.

No, no functionality has been introduced to support customizing that prompt.


Tags: cloud

jira-service-management

jira-service-management-cloud
Fetch Jira Forms Data via API
Asked by Akash Adhikary:

Hello, I'm working on pulling data from Jira into a database to build a data warehouse. While I've successfully used the API to retrieve Issues data, I'm encountering difficulties exporting forms data via the same API.  
I have reffered to this [documentation](https://developer.atlassian.com/cloud/forms/rest/intro/#using-the-rest-api) for Forms API.


Answers:
author: Scott Wai Chee Tan
body: What kind of issue did you face for the retrieve the form data?

You may refer to this Form API (Get Form) to retrieve the data you desire.

<https://developer.atlassian.com/cloud/forms/rest/api-group-forms-on-issue/#api-issue-issueidorkey-form-formid-get>


Tags: api

cloud

forms

jira-form

jira-service-management

jira-service-management-cloud
Custom screen pop-up not working
Asked by Sanjay G:

Dear Community,

I have designed a custom screen to be popped up while the change is being rejected. But it is not working though i have configured all the necessary steps.

TIA

Sanjay


Answers:
author: Vijay Dadi
body: [@Sanjay G](/t5/user/viewprofilepage/user-id/5478314) ,

Unfortunately the screen pop-ups for transition for changes during approval phase are available though you configure though it is good to have feature.

refer to this thread for more details. hope it helps !

[Custom Screen not working (atlassian.com)](https://community.atlassian.com/t5/Jira-Service-Management/Custom-Screen-not-working/qaq-p/2696333)

comments: author: Sanjay G
body: [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) ,

thank you for quick response. Hope this restriction gets lifted off soon.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can you edit a field on a form on an issue that isn't linked to a Jira field
Asked by Ste404:

Hi there,

I have a form added to an issue and there are some calculations done on the issue and the result I need to show on a form.

I have tried this

{  
"fields": {  
"{{issue.properties."proforma.forms.i2".state.answers.8.text}}" : "{{the smart value here}}"  
}  
}  

Just wondering if this is even possible?


Answers:
author: Vijay Dadi
body: [@Ste404](/t5/user/viewprofilepage/user-id/4984517) ,

If the field on form is not linked to a jira field, that field can't accessed/edited not even via smart values. Thats unfortunate.

comments: author: Ste404
body: the thing is I can though when the form is created. I can take the value (number) and use it in a calculation with a field from Assets to come up with a total value (subtotal) which I store as a variable.  

I just wanted to use another form on the issue that I can see all the issue.properties for and update said values with the smart value.  

It's just weird you can retrieve them and use them in some ways, but then you can't update them even though they are there.  

Here they are, but unaccesible to update  
"9": {  
"text": "",  
"choices": \[  
"95b38ef3-acbf-461e-990d-6f04507570a0:980"  
\]  
},  
"5": {  
"text": ""  
},  
"6": {  
"text": ""  
},  
:/


author: Vijay Dadi
body: correct, as I said earlier, if the field is on form is not linked to JIRA field, you can't edit its value even using automations.


Tags: cloud

jira-service-management

jira-service-management-cloud
Forms - Creating Jira Issue without Basic Auth
Asked by Fed:

Hello I have created a web-based forms running on my localhost. The idea is: whenever the users in my organization submitted a form, it will automatically create an issue with the Reporter field being their name. I cannot use Basic Auth as it is a large group of people meaning I cannot get their API Token or ask them to create an API Token not to mention with basic auth using password being deprecated, I cannot create a login to get the credentials.

I'm looking for alternatives that might help me. Thank you very much


Answers:
author: Olha Yevdokymova_SaaSJet
body: Hello [@Fed](/t5/user/viewprofilepage/user-id/5498499)   

It sounds like you're facing a common challenge when trying to bridge external web forms with Jira.

Have you considered using [**Smart Jira Forms**](http://Forms-Creating-Jira-Issue-without-Basic-Auth) developed by my team to solve this? Here's how it could streamline your process and eliminate the need for individual API tokens or Basic Auth.

[Smart Jira Forms](http://Forms-Creating-Jira-Issue-without-Basic-Auth) offers a combination of features that perfectly addresses your scenario:

1. **Embedded Forms:** Easily embed your web-based forms (even from localhost) directly into Jira issues or Confluence pages. This allows your users to submit data within Jira's familiar interface, eliminating the need for separate logins.

2. **Create Issue Functionality:** Upon form submission, [Smart Jira Forms](http://Forms-Creating-Jira-Issue-without-Basic-Auth) can automatically create a new Jira issue with pre-populated fields.

**How It Works:**

1. **Form Submission:** When a user submits your embedded form, Smart Jira Forms captures the data.
2. **Issue Creation:** [Smart Jira Forms](http://Forms-Creating-Jira-Issue-without-Basic-Auth) uses the user's information to create a new Jira issue, automatically mapping form fields into corresponding issue fields.
3. **Form Submission Triggers Automation:** When a user submits your embedded form, Smart Jira Forms creates the Jira issue, which then triggers your pre-configured Jira Automation rule.

4. **Conditions for Assignment:** The automation rule evaluates specific conditions based on the form data. For example, you could assign the issue to a particular team if the "Department" field is "Marketing".

5. **Automatic Assignment:** If the conditions are met, the automation rule automatically assigns the issue to the designated user or team.

Let me know if you'd like a more detailed demonstration of how Smart Jira Forms can address your specific use case. I'm happy to help!


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I prevent users from deleting issue links?
Asked by Let?cia Deus:

(Jira Cloud)

Hi guys,

I need to prevent the user from removing the link from an issue but I haven't found anything natively that restricts the action.

Is there any way to do this through the scrip runner or even, an action mode to link again automatically after removal?![linkedissue.jpg](/t5/image/serverpage/image-id/324016iB2257EBD7B6121DB/image-size/large?v=v2&px=999 "linkedissue.jpg")


Answers:
author: Nic Brough -Adaptavist-
body: Hi,

Not even Scriptrunner can do this - there is no way to hook into the delete link process, either on the back-end or by amending the UI (with behaviours)

You could get close on a Server/DC install with Scriptrunner - "UI fragments" could be used to remove the delete option from the menu (but you could still do it via REST or other ways of editing the issue)


author: Vijay Dadi
body: [@Let?cia Deus](/t5/user/viewprofilepage/user-id/4411324) ,

If you go into your permission schemes, i was expecting this feature to be there for configuration, but unfortunately it wasn't there. We can restrict deletion of issues though via configuration. But to achieve what you are looking for might have to be done via script runner. If i come across any other solution, i will update it.

Vijay


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Admin control over individual "Assigned to me" queues
Asked by james_maida:

I can edit/custmize my Assign to me" Queue.

As JSM admin how do I edit/customize each of our agent's "Assign to me" Queues?


Answers:
author: Mikael Sandberg
body: The Assigned to me queue is not unique to each user when it comes to columns etc. If you make a change to it it will affect all agents that is using that queue. In order to create individualized queues you would have to create one for each agent in your project and replace currentUser() with the agent name.


Tags: cloud

jira-service-management

jira-service-management-cloud
What are the correct values for Urgency and Impact?
Asked by Ben Hart:

I'm attempting to create an issue using Postman and specifying the Urgency and Impact however nothing I try seems to resolve these errors:

```
"parameters": [

"Field with id 'customfield_16006' named 'Urgency' has these errors : Specify a valid 'id' or 'name' for Urgency, \nField with id 'customfield_19955' named 'Impact' has these errors : Specify a valid 'id' or 'name' for Impact"

```

Here is my body:  

```
{

"requestFieldValues": {

"labels": ["Ansible"],

"description": "description info goes here test.",

"summary": "summary here, test",

"customfield_16006": "3:",

"customfield_19955": "3:"

},

"requestTypeId": "3436",

"serviceDeskId": "1396"

}
```

I did pull up the request/xxx/field and I can see both Urgency and Impact like so:  

```
{"fieldId":"customfield_16006","name":"How urgently does this need to be fixed?","description":"","required":false,"defaultValues":[],"validValues":[{"value":"13516","label":"Critical","children":[]},{"value":"13517","label":"High","children":[]},{"value":"13518","label":"Medium","children":[]},{"value":"13519","label":"Low","children":[]}]
```

I've tried using the value like '13516', the label "Critical" but neither seem to be accepted.


Answers:
author: Ben Hart
body: And I found the answer.. Had to google though. the 'similar issues' lookup did not return anyhting.

<https://community.atlassian.com/t5/Jira-questions/I-m-trying-to-create-an-issue-of-type-quot-Bug-quot-with-custom/qaq-p/2353672>

The fix was:

"customfield_16006": {"id": "13516"},  
"customfield_19955": {"id": "17765"}


Tags: cloud

jira-service-management

jira-service-management-cloud
Best Practices for Service Management used for intake of new data requests
Asked by Dawn Basch:

Is there any documentation on setting up service management for workflows, forms, portal groups, for setting up new service portal for intaking new demand for data teams such as asking for new dashboards, data access, data feeds, etc.?


Answers:
author: Mikael Sandberg
body: As far as I am aware there isn't specific documentation that covers JSM project for new data requests, but there is a project template for Analytics service management that you could start with. And if you have Atlassian Intelligence enabled for JSM it can help you suggest what request types you should have.

My BI\&A team is using JSM as an intake channel for requests that they get. They are just using a single Form with dynamic sections that becomes available based on what the customer is entering on other questions in it. It is then moved over to their Jira Software (or now just Jira) project so they and add the work to their backlog.

comments: author: Jehan Gonsalkorale
body: Hi Dawn!

I was going to comment, but you've got a perfect response from [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) !

Definitely start with our templates and please let us know if there is any way we can make them more useful for you.

Thanks,

Jehan

Product Manager, Jira Service Management


author: Dawn Basch
body: Which template would you recommend for incoming new data requests? these could be for a new data feed, a new dashboard, new data access, etc. Also, do you tweak any of the workflows?


author: Jehan Gonsalkorale
body: Hi Dawn,

I'd generally recommend the "Analytics service desk" template (company-managed is usually most appropriate, but if you use team-managed service desks, this is a great option too) and then you can customise it based on your needs.

I'd add any custom fields that will help the team get the information they need to get the work done (so long it isn't super technical, your average person won't have a data background). I'd then modify the workflows based on how your business currently operates.

Our workflows indicate what we think are a good starting point for getting work done but we generally find that most businesses have their own nuances that may need to be added. If you have an approval process or if there are more steps involved, definitely add them.

Just be mindful that the workflow should help you track the work, not explicitly cover every step in the process. This is where it's up to you to make a decision as to how best to map the process to the workflow. That said, don't fret the details, you can always update the workflow later, so start simple and see if extra steps are needed.

Does that help?

Let me know if there's anything else I can do.

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to write a search to show issues tagged to multiple sprints?
Asked by Michael Zhao:

This would be for specific projects, and the intent is to find patterns of work that are consistently tagged to multiple sprints, e.g. take longer to complete than anticipated)


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@Michael Zhao](/t5/user/viewprofilepage/user-id/5115756). It's easy to create a JQL filter for finding issues that meet a relatively simple set of criteria as long as you are using [Jira fields that can be searched with JQL](https://confluence.atlassian.com/jiracoreserver/advanced-searching-fields-reference-939937719.html).

Which field are you using to determine whether something is taking longer than anticipated? If it's simple as the "end date" is in the past, this shouldn't be hard to do.

Can you elaborate on how you've tried to approach this thus far and say more about which fields you hope to use in your advanced search?

-dave


author: Michael Zhao
body: Thank you both, yeah roughly the issue seems to be figuring out the custom fields and how they map into our asset management structure. Don't think I can expound much outside there are complications of naming convention and issue screens.  

I did get a JQL filtered to show issues hitting multiple sprints (active and complete) and reckon I need to figure out the logic there.


author: Dave Liao
body: [@Michael Zhao](/t5/user/viewprofilepage/user-id/5115756) - have ScriptRunner? It gives you custom JQL functions that may be useful for your needs.

There's a ScriptRunner JQL AI helper that can give you ideas: <https://docs.adaptavist.com/sr4js/latest/features/jql-functions#sr-jql-ai>


Tags: advanced-search

data-center

jira-service-management

jira-service-management-data-center

jql
Is there any way to block the Satisfaction Survey from being responded after a period of time?
Asked by Carolina de Cassia Mauricio:

Good day to all!

I would like to know if there is any way to block the satisfaction survey from being answered **IF** the reporter does not do it after a certain period of time.

E.g.:   
A ticket was resolved and the survey e-mail sent, but the reporter did not answer the survey, so after 48h they wouldn't have any more chance to answer it because it would be blocked in Jira.

Thank you!


Answers:
author: Joseph Chung Yin
body: [@Carolina de Cassia Mauricio](/t5/user/viewprofilepage/user-id/5498281) -

Welcome to the community. Unfortunately it is not possible out of the box based on my knowledge and experiences. You may want to search in Atlassian Marketplace to see if there are any third party add-on that provide users with what you are asking.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Carolina de Cassia Mauricio
body: I appreaciate the reply, Joseph! Have a nice day.


author: Joseph Chung Yin
body: You are welcome. If my suggestion helped you, please click on Accept answer when you can, so others with the similar ask will see this posting as an answered one.

Best, Joseph


Tags: cloud

csat

customer-satisfaction

jira-service-management

jira-service-management-cloud