youngmon/atlassian-qna huggingface dataset:
Can we restrict some Agents from replying to customers?
Asked by Chad Hill:

I have a use case where a subset of agents on a service desk need to be able to transition issues and leave internal notes, but should not be replying to customers.

How can I setup such a restriction?


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

I can not work out any way you could do this. The point of the Agent role is that they are your humans who talk to customers who have questions and requests. So the role means being able to reply to the customer, and update the status of the request.

The closest I can get is when you invite a "collaborator", which (to my mind) means "asking a developer, or possibly someone in another relevant role" to get involved.

They can not reply to customers, they would comment internally, and let the Agent translate the message for the customer. They should not be able to transition issues - the Agent is the call manager, they probably do not need or want other people to be able to arbitrarily update the call. (Although, you could probably automate something for "collaborator comments internally, move issue to a status that says 'Agent needs to check this update and tell the customer or respond to the developer'")

comments: author: Chad Hill
body: Thanks Nic, thats what my searching was telling me. Glad to have confirmation from an expert.


author: Siobhan O_Leary Donkin
body: I have this problem too. Our junior developers need to be able to transition issues and make internal comments, but we want customer facing communications to come from our service desk leads.

Is there any way of doing this? e.g. put these developers into a sub group? I can see anyway of distinguishing between internal and external comments


Tags: cloud

jira-service-management

jira-service-management-cloud
Github Intigration
Asked by Geo De Leon:

We are currently using the new Github to Jira integration and leveraging automation (default) for all of our ticket creation when a security issue is found from GitHub Advanced security.

We are trying to figure out something. out of all of our repos, we have 2 that need to have instant auto assignment when those repos report an issue.  

How can we accomplish this where it doesn't impact the existing issues being generated for the rest of our repos.


Answers:
author: Eugenio Onofre
body: Hi [@Geo De Leon](/t5/user/viewprofilepage/user-id/5143420)

You can do it by using Automation:

* **Create a New Automation Rule:** In Jira, go to "Project settings" \> "Automation" and create a new rule.
* **Choose Trigger:** Select the trigger related to issue creation, like "Issue created".
* **Add a Condition:** To ensure this rule only applies to the specific repositories, add a JQL (Jira Query Language) condition. This condition should check the issue's fields that contain information about the originating GitHub repository. For example: project = YourProject AND issueField = "repo_name"  
  Replace YourProject and issueField with your actual project key and the field that stores the GitHub repository name.
* **Specify Repositories:** In the JQL, specify the names of the two repositories you want to target.
* **Add Action for Auto-Assignment:** Add an action to assign the issue. This can be to a specific user or based on a load-balancing algorithm, depending on your needs.
* **Enable the Rule:** Once verified, enable the rule. It should now automatically assign issues from the specified GitHub repositories without affecting others.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to copy values from one JSM form to another JSM form
Asked by SM Jira Support Engineer:

Is there a way to do this natively in JSM using automations or another functionality, without having to make an issue first? or maybe even with an issue?

We want to copy the values of one form to another form and have that 2nd form then presented as pre-filled with those values from the 1st form. Is this possible at all with existing forms or maybe new versions of forms submitted every single time?

Thanks!


Answers:
author: John Funk
body: Hi [@SM Jira Support Engineer](/t5/user/viewprofilepage/user-id/5391625) - Welcome to the Atlassian Community!

I have not tried anything like that before and first thought is that it is probably not possible. You would first have to submit the first form through before anything else could happen. But I don't think there is any connection from the first form to the second form.

I think your best bet at this point is to open a support ticket with Atlassian to get their feedback/guidance.

<https://support.atlassian.com/contact/#/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Webhook settings
Asked by Tristan:

Hey,

Im trying to setup a Jira x Linear integration but its not sending the tickets across appropriately. I've contacted Linear and they've told me what Im doing should work.

<https://linear.app/docs/jira>

Currently, the webhook on Atlassians side is set to

Project = 12345 AND type = Bug AND status = Accepted

Incase the webhook is case sensitive, its spelt exactly as it is above - this should automatically create a ticket in Linear if the above criteria is met (Ticket is a bug type and status is Accepted) but that doesnt work.

I did some basic troubleshooting and removed the "AND status = Accepted" portion and that works as expected.

Has anyone had trouble with webhooks and ticket statuses or am I using the wrong field here?


Answers:
author: Eugenio Onofre
body: Hi [@Tristan](/t5/user/viewprofilepage/user-id/5248947)

* Check Status Spelling and Case Sensitivity: Ensure that the status "Accepted" is spelled exactly as it is in your Jira project, including case sensitivity. JQL is case-sensitive when it comes to status names.
* Verify Status in Workflow: Confirm that "Accepted" is a valid status in the workflow of the project with ID 12345. Sometimes statuses might be slightly different than anticipated.
* Try to use the JQL as follows: project = "12345" and type = "Bug" and status = "Accepted"

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
How to automate invitationals
Asked by Danil Borodai:

Hello I have an issue. My company told me to invite 500 users in Jira Cloud, add them specific roles. I want to automate this for faster experience for not to do it manually. Is there is an option to do it?


Answers:
author: Eugenio Onofre
body: Hi [@Danil Borodai](/t5/user/viewprofilepage/user-id/5394815)

You can use the Create User API:  
<https://developer.atlassian.com/cloud/jira/platform/rest/v2/api-group-users/#api-rest-api-2-user-post>

Use a software like Postman to have these API Calls made in sequence for each of the 500 users from a CSV.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Features - Boards not toggle
Asked by Jeferson Carlos dos Santos:

Hi guys!

Could you help me with a question please?  
I'm trying to activate a feature called Board so I can view the board in my project, but whenever I try to activate it, it gives an error:

![img1.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/299965iCBBD75913237749E/image-size/large?v=v2&px=999 "img1.JPG")

What could be happening? I am the administrator of the project.


Answers:
author: Jack Brickey
body: hi [@Jeferson Carlos dos Santos](/t5/user/viewprofilepage/user-id/4968071) , I have not seen that feature before and I see that it is labeled as new. I gave it a try on one of my ITSM projects and it worked fine. Are others able to enable? Could you test this on another JSM project? Is this a company managed project? Seeing that it is a new feature I'm not surprised that there may be a bug. What error message are you receiving exactly? Ultimately you may need to reach out to Atlassian support to have them look into this.

comments: author: Jeferson Carlos dos Santos
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)

Yes, this is a company managed project.

The error is : "We Couldnt turn on Board, Refresh or try again"

Yes, there are others able to anable, all the above:

![img2.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/300103iC58D8D9B4FE2E77E/image-size/large?v=v2&px=999 "img2.JPG")


author: Jack Brickey
body: i wonder if it a permissions thing? are you able to create boards?


author: Jeferson Carlos dos Santos
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)

How can I know if I am able to create boards? Is there somewhere I can see this?


author: Jack Brickey
body: Navigate to a Company managed project that you have access to and in the upper right corner click on the ellipses and see if you select **create board** at the bottom of the drop-down.


author: Jeferson Carlos dos Santos
body: I am not able to create boards:

![img3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/300623i4043A500B5DC10B5/image-size/large?v=v2&px=999 "img3.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Modify the displaying data
Asked by Randrianalison Jennifer:

Good morning

How can I have a JSM report on the year 2023 (from January 2023 to December 2023) and not on the last year (from February 2023 to January 2024) as in the screenshot?

Thanks![image.png](/t5/image/serverpage/image-id/299958iA063EF48FCC57E09/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Randrianalison Jennifer
body: Hello,

Sorry for the delay.  
There are different JQL filter for each :  
Question : Project = SAJ and "Reference Code" is empty and ("Customer Request Type" = "Question" OR "Customer Request Type" = "Question_SSG_for_ALISA")

Defect : Project = SAJ and "Reference Code" is empty and ("Customer Request Type" = "Defect/Bug" OR "Customer Request Type" =

Study : Project = SAJ and "Reference Code" is empty and ("Customer Request Type" = "Study" OR "Customer Request Type" = "Study_for_ALISA")

...  
But what I want is to have a report JSM starting from January 2023 to Decembre 2023. How can I edit it Please?


author: Joseph Chung Yin
body: [@Randrianalison Jennifer](/t5/user/viewprofilepage/user-id/5402580) -

Hi Jennifer:

Welcome to the community. For each custom report they are controlled by the JQL filter query. What is the configuration for your report in question?

Please advise, so we can further assist you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Randrianalison Jennifer
body: Hello,

Do you have an idea please?

Is it possible to modify the showing data ?

Regards


Tags: jira-service-management

jira-service-management-server

server
Jira Cloud for Outlook add-in
Asked by Ivan:

I have the Jira Cloud for Outlook add-in installed. I am unable to send emails to an existing issue in a shared mailbox.

It works normally for my personal mailbox but I need to attach from the shared mailbox.

I am using the new Outlook desktop app with Office 365 on Windows 11.

![Jira Cloud for Outlook.jpg](/t5/image/serverpage/image-id/299940i3F5A26A934A6C560/image-size/large?v=v2&px=999 "Jira Cloud for Outlook.jpg")

Also get this error randomly.![Jira Cloud for Outlook error2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/299949i1945A64E910A858B/image-size/large?v=v2&px=999 "Jira Cloud for Outlook error2.jpg")

![Current Outlook version.jpg](/t5/image/serverpage/image-id/299941i6F724389CAE8DC24/image-size/large?v=v2&px=999 "Current Outlook version.jpg")

I have tried uninstalling and re-installing. Restarting the machine. Still no Luck. Does anyone have any suggestions?


Answers:
author: Eugenio Onofre
body: Hi [@Ivan](/t5/user/viewprofilepage/user-id/5402482)

Welcome to the Atlassian Community.  
The error "FAILED_TO_GET_ID_TOKEN" with error code 9018 when using the Jira Cloud for Outlook add-on, particularly while trying to send emails to an existing issue from a shared mailbox, indicates a problem with authentication or token retrieval. Here's a brief guide on how to address this:

* **Check Permissions** : Ensure that you have the necessary permissions for the shared mailbox in Outlook. Sometimes, add-ons may have issues accessing shared mailboxes if permissions are not properly set.
* **Outlook Add-on Settings**: Review the settings of the Jira Cloud for Outlook add-on. Ensure it's configured correctly for use with shared mailboxes.
* **Authentication**: The error suggests a problem with token retrieval. This could be related to how your Outlook is authenticating with Jira. Re-authenticating or resetting the connection might help.

Please note that shared mailboxes sometimes have different settings or restrictions compared to personal mailboxes, which can affect how add-ons function.

In case everything is correct, please report a ticket at <https://support.atlassian.com>.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Email signature clutter errands
Asked by P?r Jansson:

How can I configure Jira so signatures from email (like Facebook, Instagram) that clutter tickets are not attached to errands. Thanks!![printscreen.png](/t5/image/serverpage/image-id/299954iA6553A4172AECE13/image-size/large?v=v2&px=999 "printscreen.png")


Answers:
author: Nic Brough -Adaptavist-
body: Do you mean in JSM email channels (for which you appear to already have set it up correctly), or in incoming emails going to other projects?

comments: author: P?r Jansson
body: Thanks for the reply Nic. It's when customer mail to jira (email request) and jira automatacly create tickets. Those mail from customer have email signatures like Linkedin, Facebook and so on. Those signatures are saved in errands as .png files.


author: Nic Brough -Adaptavist-
body: Is it in the email channel for a JSM project, or in an other type of project?


author: P?r Jansson
body: Sorry, I'm new att Jira so I'm not sure what you mean. It's for all jira project we have and when customer mail via emailrequest so I guess it's JSM project ;-)


author: P?r Jansson
body: Hi, does anyone have any ideas?

Thanks! rgd P?r


Tags: cloud

jira-service-management

jira-service-management-cloud
Merge-conflict status.
Asked by Douglas Jardim:

I use a small program to interact with the bitbucket api to get if a P.R. has any conflicts. Two weeks ago, I run this little program and now sometimes it returns the status of a file as modified and not as a merge conflict. When I open the P.R. in bitbucket, the conflict appears. Does anyone have any suggestions or guesses as to what this problem might be and how it could be solved?

I grabbed the full text of the json and check to see if anything has changed. The only thing I could find was the status description, from "merge conflict" to "modified".


Answers:
author: Mateus T
body: Hi [@Douglas Jardim](/t5/user/viewprofilepage/user-id/4080213),

Thank you for reaching out to the Atlassian Community!

Since Bitbucket introduced topic diffs in order to improve the speed and performance while calculating complex diffs, conflicts are calculated differently in the backend and exposed differently through the API.

Currently, the API using topic diff will show all files are modified, however, you can use the following API endpoint to get the conflicts on your files:

```
https://api.bitbucket.org/2.0/repositories/{workspace}/{repository}/pullrequests/{id}
```

Within the response body, you will find a link to a **diffstat,**that will look something like this:

```
https://api.bitbucket.org/2.0/repositories/{workspace}/{repository}/diffstat/{workspace}/{repository}:{OMITED}?from_pullrequest_id={id}&topic=true
```

Just replace the **topic=true** flag by **merge=true** do a GET request.

In any case, these are the steps this 3rd party tool should follow to grab those conflicts, so I'd advise reaching out to the owners of that tool to adjust the internal API call.

Cheers,

Mateus T


Tags: bitbucket-cloud

cloud
How to extract an older version on Master branch using Source Tree?
Asked by Arvind Sai:

How to extract an older version on Master branch using Source Tree


Answers:
author: Mateus T
body: Hi [@Arvind Sai](/t5/user/viewprofilepage/user-id/5008221),

Welcome to the Atlassian Community!

My understanding is that you would like to have a snapshot of an earlier version of a repository through Sourcetree. In this case, you can perform a **git checkout**to a specific commit in the branch Master's history.

Just navigate to the commit's history of this specific repository, find the desired version/commit, right-click on that commit and choose **Checkout...**

After filling in the required fields, your local repository will be at that specific version/commit, so you can create a copy, push it to a different remote, or do anything you would like to preserve that version.

After you have done this, you can simply checkout the HEAD commit once again to have your local repository back to normal.

Cheers,

Mateus T


Tags: bitbucket-cloud

cloud
Could not login to bitbucket with atlassian user name and password.
Asked by Durga Nuvvula:

We couldn't log you in, when trying to get to bitbucket after logging into atlassian account. {#toc-hId--528775148}
-------------------------------------------------------------------------------------------------------------------

![Screen Shot 2022-08-14 at 11.35.40 PM.png](/t5/image/serverpage/image-id/211008iACC16F90870A233A/image-size/large?v=v2&px=999 "Screen Shot 2022-08-14 at 11.35.40 PM.png")

Its repeatedly asking for sign in, which is not getting through.

![Screen Shot 2022-08-14 at 11.35.13 PM.png](/t5/image/serverpage/image-id/211009i4636388DC6A6ED5E/image-size/large?v=v2&px=999 "Screen Shot 2022-08-14 at 11.35.13 PM.png")


Answers:
author: Syahrul
body: Hey [@Durga Nuvvula](/t5/user/viewprofilepage/user-id/5008120)

Welcome to the community!

The issue happens if you have an add-on that tampers with Atlassian login.

To identify the add-on, I suggest disabling all add-ons installed in your Web browser and restoring the browser default settings, then try again.

If that works, try enabling your add-ons again one by one to see which add-ons is causing the issue.

I hope this helps.

Cheers,  
Syahrul


Tags: bitbucket-cloud

cloud
How do I submit feedback?
Asked by Stuart Longland:

I tried submitting some constructive feedback regarding the pull request feature... basically it was wrongly saying the branch was "behind" when in fact, the branch was up-to-date.

Feedback form says it's misconfigured, and to contact the site owner. Can reproduce the problem on both Firefox and Chromium.

![Screenshot 2022-08-15 at 10-13-40 vrtsystems _ widesky-edge-manager _ Pull Request #4 Fix unrequired rebuild ? Bitbucket.png](https://community.atlassian.com/t5/image/serverpage/image-id/210998i6E25C6EFACDE25CB/image-size/large?v=v2&px=999 "Screenshot 2022-08-15 at 10-13-40 vrtsystems _ widesky-edge-manager _ Pull Request #4 Fix unrequired rebuild ? Bitbucket.png")


Answers:
author: Theodora Boudale
body: Hi Stuart,

There is a bug with this feedback form. It was fixed at the beginning of the year, but it looks like there is a regression now. We have a bug report about this in our issue tracker:

* <https://jira.atlassian.com/browse/BCLOUD-21428>

An alternate way to provide feedback is by selecting the question mark ( ? ) icon next to your avatar (while you are logged in <https://bitbucket.org>) and then selecting **Give feedback**:

![Screenshot 2022-08-23 at 12.32.49.png](https://community.atlassian.com/t5/image/serverpage/image-id/212254iAF7357AA003990F0/image-size/large?v=v2&px=999 "Screenshot 2022-08-23 at 12.32.49.png")

I can see from your screenshot that the issue occurs on a workspace on a paid billing plan, so if the issue you are reporting is reproducible and is still occurring in other PRs, you can also create a ticket with the support team to look into this. I would advise creating a ticket while you have an open PR with this issue and refrain from merging it until we investigate.

You can create a support ticket via this link: <https://support.atlassian.com/contact/#/?inquiry_category=technical_issues>

Please make sure you select Bitbucket Cloud as product, provide the id of the workspace where the repo belongs, and the URL of a PR with this issue. The ticket will be visible only to you and Atlassian staff, so anything you share there will not be publicly visible.

Kind regards,  
Theodora

comments: author: Stuart Longland
body: No problems, well, next time I'm reviewing a pull request which exhibits this same bug (I think the moment has passed now), I'll try the alternate method.

It just seemed ironic that I had to file a bug report about the form for filing a bug report. I hope, I don't have to file a bug report about that too, this is getting recursive.


Tags: bitbucket-cloud

cloud
Recover deleted mercurial repositories
Asked by vmarchev:

Hi team!

As far as I know mercurial repos were deleted in 2019-2020.

I have really important projects that were stored in mercurial private repos.

As I see it is possible to request an archive with them.

Could you please help me?

Thanks in advance!


Answers:
author: Syahrul
body: Hey [@vmarchev](/t5/user/viewprofilepage/user-id/3469418)

G'day

Atlassian decided to move away from maintaining and supporting Mercurial repositories in 2019.

This was announced in the community:

* <https://community.atlassian.com/t5/Bitbucket-articles/What-to-do-with-your-Mercurial-repos-when-Bitbucket-sunsets/ba-p/1155380>

and on our blog:

* <https://bitbucket.org/blog/sunsetting-mercurial-support-in-bitbucket>

Bitbucket Cloud Support team is no longer able to restore those repositories.

If you are looking for a public Mercurial repository, all the public repos were archived by Software Heritage:

* <https://bitbucket-archive.softwareheritage.org/>

We will not be able to meet any further requests for recovery of private HG repositories and users will need to recover those from local copies only.

Cheers,  
Syahrul

comments: author: romainmg
body: I know you announced that you would "no longer maintain and support" the Mercurial repositories but we are talking about DELETING REPOSITORIES and code here!!!

Is there a way to recover private HG repos please? I lost a lot of code.

Thanks


Tags: bitbucket-cloud

cloud
Create new app password using existing app password
Asked by Mattias ?sell:

I'm trying figure out how to setup auto rotation for my app password using the bitbucket api.

The idea is: I create one app password with X amount of permissions including account permissions. After 30 days I'd like to create a new app password with the same permission set and delete the old one.

Does anyone know if there is an API endpoint for creating or deleting app passwords?


Answers:
author: Neil
body: Hi [@Mattias ?sell](/t5/user/viewprofilepage/user-id/5008045) and welcome to the Atlassian Community. Unfortunately, there is not a set of APIs/resources for managing app passwords in Bitbucket Cloud. App passwords can only be created/destroyed in the **Access Management \> App Passwords** section of your account management.

<https://developer.atlassian.com/cloud/bitbucket/rest/intro#app-passwords>

comments: author: Mattias ?sell
body: Any particular reason? Where can I create a request for this to be added? Feels like a basic security feature.

Realistically users aren't going to regenerate the app password, hence I'd like to build a feature so this can be done automatically.


Tags: api

bitbucket-cloud

cloud