youngmon/atlassian-qna huggingface dataset:
Asset custom field filter
Asked by Nina:

Hi everyone, new here.

Sorry won't be able to provide any screen shot but I can describe it as simple as possible. What I want is to only show the Clients based in certain location.

Is that possible? And if so, how to set it up in Asset custom field?

Thanks for everyone who helps.


Answers:
author: Zoey Wang
body: Hi [@Nina](/t5/user/viewprofilepage/user-id/5449433)

You may want to create two asset custom fields (i.e. Client and Location)first.

For the Client custom field, Filter scope (AQL): objectType = "Client"

For the Location custom field, Filter scope (AQL): objectType = "Location"

Filter issue scope(AQL): Client = ${customerfield_client}

Your users should be able to select locations where the selected clients are.

comments: author: Nina
body: Thx for the solution [@Zoey Wang](/t5/user/viewprofilepage/user-id/4512393)

Will test it out.


Tags: cloud

jira-service-management

jira-service-management-cloud
where our JSM data is stored?
Asked by Fatima AALLA:

Hello ,

I'm jira service management admin, for an audit, I need to know where our JSM data is stored (countries), including backup sites. where to find this information?

Thank you.


Answers:
author: Tansu Akdeniz
body: Hi [@Fatima AALLA](/t5/user/viewprofilepage/user-id/5261577)

Please check this page: [Understand data residency](https://support.atlassian.com/security-and-access-policies/docs/understand-data-residency/)

comments: author: Fatima AALLA
body: hello [@Tansu Akdeniz](/t5/user/viewprofilepage/user-id/472390)

thank you for your response.

this is what I see in the configuration there is no location, what does it mean ![residency.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/311271iAC62EDE94A596340/image-size/large?v=v2&px=999 "residency.PNG")


author: Tansu Akdeniz
body: When you click "Move Product", you should able to choose location.
> By default, all products are hosted in the Global location, which includes all of our AWS regions. For these products, we determine where their in-scope data is located. To optimize product performance, we don't limit data movement for these products, and we move data between AWS regions as needed.
>
> If you require your in-scope product data to stay in a specific location, and data residency is available for your product, you can request to have its in-scope data moved to a location and pinned there. [Learn more about moving your product to another location](https://support.atlassian.com/security-and-access-policies/docs/move-data-to-another-location)


author: Zoey Wang
body: Hi [@Fatima AALLA](/t5/user/viewprofilepage/user-id/5261577)

[Data residency](https://www.atlassian.com/software/data-residency) is available for Standard, Premium and Enterprise plans. As long as you are one of them, you should be able to find it out. Otherwise, let us know.

With what you presented with the screenshot, it seems no such data is available yet.


Tags: cloud

jira-service-management

jira-service-management-cloud
Add Attributes in parent but Hide them in children
Asked by Mohammed Aamer Khan:

Hi Community,  

We have a requirement where, We are maintaining list of attributes in Hierarchical manner to inherit attributes in child from parent. But we have some unique attributes in every child object type. When we add them they are displaying in the bottom. We want to rearrange the list but unable to do so.   

So we thought of alternate solution. Add attributes in parent and arrange them accordingly and hide unrequired attributes from Childs.  

Please let me know possibility of this or suggest me another approach to fulfil my requirement.  

Note:- The above requirement is for **Asset Management.**   

Thanks,  
Aamer


Answers:
author: John Funk
body: Hi Mohammed,

You can create a separate screen scheme with separate screens for the parents and children. Then simply at the field the the parent screens, but not the child screens.

comments: author: Mohammed Aamer Khan
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148)  

Thanks for your reply. I missed to mention it earlier. The requirement is for Asset management and we don't have screen schemes in asset management.


author: John Funk
body: Oh, that I don't know - sorry.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server
Allowing images in request types
Asked by Serena Barker:

I want to allow users to provide images to help illustrate their issue. I have selected the form field type of "Paragraph" but it doesn't allow you to paste an image.

Is there a different type of field type that I need to select to allow images to be pasted into the text?

I have added an attachment field type, but when there are multiple images, this can get confusing.


Answers:
author: Zoey Wang
body: Hi [@Serena Barker](/t5/user/viewprofilepage/user-id/3391162)

Is there a chance that for each text field, add an Attachment field underneath that?

For instance

![Screenshot at Mar 11 14-27-18.png](https://community.atlassian.com/t5/image/serverpage/image-id/311202iA19F33496491BFC3/image-size/large?v=v2&px=999 "Screenshot at Mar 11 14-27-18.png")

comments: author: Serena Barker
body: Thank you for your reply. That is possible, although I was trying to avoid having multiple fields for this section. This is for the "tell me what the problem is" field so I didn't want to split that up, but screen shots will help.


author: Zoey Wang
body: Hi [@Serena Barker](/t5/user/viewprofilepage/user-id/3391162)

Good to know.

Then to your question: "Is there a different type of field type that I need to select to allow images to be pasted into the text?", there is no such field allowing mixed formats in a single place.

You might want to adjust the design a bit to accommodate out-of-box features.


author: Serena Barker
body: Awesome, thank you [@Zoey Wang](/t5/user/viewprofilepage/user-id/4512393) I'll look into that.

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
Multiple ticket types
Asked by Ben:

Hi everyone,

When a customer is submitting a ticket I wish for them to select an issue type (hardware issue, software issue etc). Then I would then like the questions shown to be different depending on the issue type selection.

Is this a possible feature and if so how do I achieve this?

Thank you in advance


Answers:
author: Joseph Chung Yin
body: [@Ben](/t5/user/viewprofilepage/user-id/5449122) -

Welcome to the community. In JSM, customers selects the different "Request Types" from the portal UI. They don't select issue type(s) when they create the asks.

As the project admin, you can create different request types where you associate them to the issue types available for your JSM project. In each request type configuration, you can have different questions (custom fields associated/setup to your JSM project)

So when customers access the portal UI, they will see a listing of different request types to use.

Please review the following reference article to under JSM request type and setup - <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Link to Confluence hosted in another organization?
Asked by FrankTrautwein:

We want to selectively mirror or internal, Confluence-based help page to another Confluence instance that is under a different organization in the Atlassian sense, but belongs to the same actual business entity.

Besides limiting exposure of articles, we also want to limit exposure and attack surface to our internal Confluence instance and not opening it for public access. The syncing between the two Confluence instances works just fine with the Ricksoft spacesync plugin.

JSM, however, does not allow selecting the Confluence instance that I can select e.g. through the upper left corner of basically any Atlassian application nowadays to connect the knowledgebase.

Anybody know of a work-around to that?  

Best, Frank


Answers:
author: Joseph Chung Yin
body: [@FrankTrautwein](/t5/user/viewprofilepage/user-id/737379) -

Just want to confirm that you are stating that your Confluence site that you want to use is not in the same site env for your organization associated to JSM (<https://zzzzz.atlassian.net>)?

Please advise so we can further assist.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I display the "Reason for On-Hold" to the customer on the customer portal inside each ticket?
Asked by Karim Khoja:

I would like to display the "Reason for On-Hold" to the customer when they are viewing their ticket on the customer portal. So it should show up inside each ticket when the customer is viewing the ticket.

Also, I would like to show the "Assignee" name inside each of the tickets when the customer is viewing their tickets.

Are these possible please?

Thanks in advance.


Answers:
author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Karim Khoja](/t5/user/viewprofilepage/user-id/5448905) ,

If you are open to using addons, you can have a look at our app: [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview)

It will allow you to show any Jira field on the Customer view in the portal (incl. Assignee, any custom field) and it also provides your customers (portal users) with a table report where they can see, search, filter and export all their Jira Service Management tickets, including many additional details (incl. SLAs, custom fields, etc.), with a very simple UI. If it sounds helpful you can try it free for 30 days.

Greetings,

Elitsa


author: Walter Buggenhout
body: Hi [@Karim Khoja](/t5/user/viewprofilepage/user-id/5448905) and welcome to the Community!

While you cannot show these fields on the customer portal, you can use comments to share information with your customer and automation to share the information automatically when you assign the issue to someone or put it on hold.

While I would personally not necessarily not share who is assigned to an issue (as long as a ticket gets resolved, it does not really matter to the customer who does it, usually), you could technically set up a rule like this:

![Screenshot 2024-03-10 at 10.13.58.png](https://community.atlassian.com/t5/image/serverpage/image-id/311181iC9F6ACC2DD89D426/image-size/large?v=v2&px=999 "Screenshot 2024-03-10 at 10.13.58.png")

In a similar fashion, you can also share the reason why an issue was put on hold. Assuming the *reason for on-hold* is a custom field you fill out, you can refer to it using a smart value as well. Your comment could be something like this:
> Dear user. We have put your request on hold for the following reason:
>
> {{issue.Reason for On-Hold}}

Hope this helps!

comments: author: Karim Khoja
body: Hi Walter,

Thanks so much for your help with this. This was a great idea. I am trying it out right now and it works great.

I appreciate your help.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira - urgent renewal account has been suspended
Asked by Atlassian Admin:

Hi i need help with geeting an account unsuspended pending payment during the coming week. thanks.


Answers:
author: Joseph Chung Yin
body: [@Atlassian Admin](/t5/user/viewprofilepage/user-id/5226213) -

Please contact Atlassian Support (<https://support.atlassian.com>) to file a formal support ask for direct assistance.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Teodora V
body: Hi [@Atlassian Admin](/t5/user/viewprofilepage/user-id/5226213)

I suggest you log a support request in Atlassian's **[JSM support portal](https://support.atlassian.com/jira-service-management-cloud/)**.


author: Jehan Bhathena
body: Hi [@Atlassian Admin](/t5/user/viewprofilepage/user-id/5226213)

Added the Atlassian tag to this thread, they should get back on this same thread.


author: Atlassian Admin
body: Already did. No one has replied.


Tags: atl-rvw

cloud

confluence

jira-service-management

jira-service-management-cloud

jira-software
Separate E-Mail for Internal comment
Asked by Wroblewski, Arkadiusz:

Hello, i have following Question.

Some of Collegues Haven't License, but Sometimes is Needed that They leave Internal comment which are not Visible for Customer

We have Two E-Mails, Support@ and Support.intern@ (Which are not Configured in Ticket System)

Theres a Possibility, that will be Configured 2 Mail Adresses, and Every E-Mail on Support.intern@ will be always as internal comments in Tickets ?

How to Configure that ?


Answers:
author: Joseph Chung Yin
body: [@Wroblewski, Arkadiusz](/t5/user/viewprofilepage/user-id/5112990) -

In JSM, by default one (non agent license) internal users can be granted with issue access via the project UI permission. He/she can then access the issue and review the internal comments.

The best way that you may want to consider is that to create automation rule to send out custom email to your "support.intern..." address when Internal Comment is entered to the issue.

Here are a few reference links on Automation Rule for Jira for you -

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>

Essentially in your automation rule, you will use issue commented trigger to conduct a condition checking comment is internal or not. See example -

![2024-03-09_17-08-13.png](https://community.atlassian.com/t5/image/serverpage/image-id/311159i9BFE8AAD084F96BD/image-size/large?v=v2&px=999 "2024-03-09_17-08-13.png")

So if the above condition check using smart value syntax, if "comment.internal" is TRUE, then you can send your custom email action to your specific email address.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Cannot merge one branch into another due to supposed conflicts
Asked by Krzysztof Kowalczyk:

I'm using GitFlow to develop an app. Every task has a feature/\* branch and quick fixes have bugfix/\* branches. Everything is merged to develop. No issues so far. Once every couple of weeks or so (let's say at the end of every sprint) I (and only I, other team members don't have access to merge) merge develop branch into staging branch. There is a pipeline for staging branch (the only branch with pipeline so far) running after every PR that updates staging server with latest changes from last sprint. Both develop and staging are blocked, you can't commit to those branches, you need to create a PR.

Few days ago I merged PR 132 (bugfix) into develop and then created PR 133 to merge develop into staging. Something was wrong with pipeline script, it couldn't rebuild Docker images on the server and failed after a long time. I created another bugfix and merged it in PR 134 into develop and then created PR 135 to merge develop into staging. This time pipeline didn't start because previous run exhausted all available minutes. Fair enough, didn't pay too much attention as I didn't need staging server updated at the time.

Today I finished working on a feature branch and merged PR 136 into develop. When I tried to merge develop into staging, it says staging is 3 commits behind and it needs to merge PR's 132, 134 (both should be part of staging branch) and 136 and it can't because there are conflicts. When I tried to do it the other way, it says develop is 2 commits behind staging and PR's 133 and 135 need to be merged (and there are conflicts). But PR's 133 and 135 were develop merge into staging...

At this point I'm completely lost. I can't do anything since staging can be updated by PR only and those supposed conflicts are Bitbucket trying to merge again what is already merged. I had such problem once in my life and couldn't figure out what and why (but there was a failed pipeline run before problems started so that might be a problem) and I ended up deleting and recreating staging branch with took quite a lot of time (since we are using staging branch on shared server) plus it costs me entire merge history (we are using squash). I would like to avoid that if possible.


Answers:
author: Erez Maadani
body: Hey [@Krzysztof Kowalczyk](/t5/user/viewprofilepage/user-id/5147062)

You can try the following:

1. Create a new branch out of you dev branch: dev_helper
2. Merge your staging branch into dev_helper.
3. Resolve the conflicts in dev_helper and push back to the remote.
4. Create a PR from dev_helper to dev.

Hope that helps

comments: author: Krzysztof Kowalczyk
body: I was kind of hoping that some would explain why and how it happened but thank you for providing steps to fix it.


Tags: bitbucket-cloud

cloud
Access repository
Asked by Barney Garrood:

I have a repository that I can no longer access as I do not remember which email address was used to create it, and up until now Sourcetree has been able to access using my old username (\<username_removed\>).

Is there a way to recover? I still have the password, just don't know what I should use to log in with.


Answers:
author: Theodora Boudale
body: Hi [@Barney Garrood](/t5/user/viewprofilepage/user-id/5146645),

If you have an app password for this account that has at least Account: Read permissions, you can use the following API endpoint to get email address associated with this user:

* <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-users/#api-user-emails-get>

Example:

```
curl -u Bitbucket_Username:App_Password -X GET -H "Content-Type: application/json" https://api.bitbucket.org/2.0/user/emails
```

If there are email aliases in your account those will be returned as well, but the field **is_primary** will indicate the primary email of your account that you need to log in with. Please note that the API call requires an app password for authentication and not your account's password, as we have deprecated the use of account passwords for API.

If you don't have an app password for that account, then I would suggest trying to log in to <https://bitbucket.org/> from browser with any of the email addresses you own, and see if any of them logs you into the correct account. Please note that if you get asked to give a username and create a new account after logging in with a certain email, this means that there is no account with that email as primary, so you can skip that email from the process.

Just a heads up, I removed the username from your post to comply with our privacy policy.

Kind regards,  
Theodora

comments: author: Barney Garrood
body: Excellent. I have recovered access. Thank you.


author: Theodora Boudale
body: That's good to hear and you are very welcome.

Please feel free to reach out if you ever need anything else!


Tags: bitbucket-cloud

cloud
Unable to start pipeline: UI hangs
Asked by fellerts:

Hi,

Today I noticed that the pipeline in one of our repos was not triggered by a commit like I expect. I then tried to manually start a pipeline on the relevant branch, but the pipeline UI just hangs forever showing spinners. Navigating back to the pipeline view, I don't see the new pipeline at all. I also tried triggering a pipeline for master with the same result.

This has been working fine for weeks up until yesterday. I did not change any settings or update bitbucket-pipelines.yml. I have tried

* disabling and enabling pipelines on the repository
* deleting and recreating the two Linux shell runners

but nothing has helped. As far as I know, this is the only affected repository/pipeline in our organization.

Has anyone experienced the same thing? What can I do to resolve this?

Edit: I should mention that a colleague of mine also tried to manually start pipelines in this repository and failed, so we can probably rule out any device- or user-specific problems. I'm also uploading a screenshot of what I'm seeing in case it wasn't clear.

thanks,

Fredrik


Answers:
author: Theodora Boudale
body: Hi Fredrik,

I see that you created a support ticket for this issue, so I would suggest waiting for feedback on the ticket. Please provide the URL of an affected Pipelines build in the ticket, so that the engineer working on your case can check the build logs and investigate what happened.

Kind regards,  
Theodora


author: fellerts
body: Hm, the screenshot I uploaded didn't stick for some reason. Trying again here:

![bb-pipelines-hang.png](https://community.atlassian.com/t5/image/serverpage/image-id/240102iB3746F0A70F6DA0B/image-size/large?v=v2&px=999 "bb-pipelines-hang.png")

comments: author: Graham Benton
body: Was there any solution to this? I am experiencing the same problem.


author: fellerts
body: [@Graham Benton](/t5/user/viewprofilepage/user-id/4009894)Atlassian is still investigating in our internal ticket, I'll make sure to post here if/when resolved.

I'm using Linux Shell runners, and the problem might stem from having several labels for the runners in the yml file, but I'm not sure. We were able to get it going again by shuffling the labels around but it didn't last unfortunately.


author: Graham Benton
body: Thanks for replying.

I don't have anything complex, just a pipeline to build a Docker image and push it to a repository.

It is in a branch section of the pipeline, which is the only thing that is vaguely non standard.


author: Graham Benton
body: My support ticket is still frozen but the pipeline seems to be working for now.


author: fellerts
body: [@Graham Benton](/t5/user/viewprofilepage/user-id/4009894)The BitBucket engineering team pushed a back-end fix which resolved the issues in my pipeline. Seems like something went wrong with my use of labels and/or Repository Access Tokens.

Glad to hear yours is working as well.


Tags: bitbucket-cloud

bitbucket-pipelines

cloud
All repo commit activity report?
Asked by Nigel Craven:

Hi all, I'm trying to get a commit activity report for the last 12 months across all the repo's in our bitbucket (cloud) workspace. I've installed Awesome Graphs and that works against individual repo's but not against all repos in the workspace, I contacted Stiltsoft but they said it's a known issue.

Is anyone aware of any other way I can get a view of all repo commit activity, surprised that's not data that isn't readily available?

Many thanks


Answers:
author: Theodora Boudale
body: Hi [@Nigel Craven](/t5/user/viewprofilepage/user-id/5146572) and welcome to the community!

There is no built-in feature in Bitbucket Cloud that provides such reports. With regards to the Awesome Graphs add-on, I'm a bit confused by Stiltsoft's reply, because when I install the add-on in one of my workspaces, there is an option 'Graphs' on the left sidebar:

![Screenshot 2023-02-15 at 11.00.30.png](https://community.atlassian.com/t5/image/serverpage/image-id/240293iD4F64DB27854EB87/image-size/large?v=v2&px=999 "Screenshot 2023-02-15 at 11.00.30.png")

This seems to show commit activity for all repos in my workspace. Do you see this option in your workspace?

Kind regards,  
Theodora

comments: author: Nigel Craven
body: Hi Theodora, yes the Graphs option is there for me. But for our workspace (about 3600 repo's) then it simply times out when I select the graphs option. Stiltsoft replied saying "The requests take more than 29 seconds if we need to check the repositories permissions for a user" and hence it timesout.

It works fine at an individual repo level, but at the base workspace that many repo's is too much for it to handle before timeout.

It's an overall view of activity across all repo's I'm trying to get :-(

Thanks Nigel


Tags: bitbucket-cloud

cloud