youngmon/atlassian-qna huggingface dataset:
JSM isn't allowing me to add Customers to Organizations any longer since 5/21/24
Asked by Elizabeth Styles:

I work for SubCom in USA and I'm an ORG Admin and so is my colleague. Neither of us can any longer add any Customers to Organizations in our JIRA Projects since Tues. 5/21/24.  
It seems like that function is experiencing huge BUGS and hugely affecting our Customers' work. Also, interface is not displaying properly anymore in JSM and JIRA Customer Portal.

Is the JSM experiencing malfunctions at the moment?

Please respond with a status update and confirmation that JSM is having issues or whatever is going on even if not fixed yet.

Thank you.

Elizabeth Styles estyles@subcom.com


Answers:
author: Jack Brickey
body: Hi [@Elizabeth Styles](/t5/user/viewprofilepage/user-id/4634505) ,

in checking <https://status.atlassian.com/> I don't see an active incident reported. I would suggest reaching out to [Atlassian support](https://support.atlassian.com/contact/#/) to have them investigate if this persists.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to determine if a user is logging in to the portal or to the JSM Application?
Asked by Zeerak Khurshid:

Our organization used to have the unlimited license before we switched to the limited license when we moved to the Data Center.

When we had the unlimited license, we were pretty generous with who got the licenses and now our generosity is catching up to us since we are getting really close to our limited number.

We find that a lot of people who have the license simply just use the customer portal to log tickets in and don't need the license. We want to remove these individuals from the "jira-servicedesk-users" group and retrieve some of our licenses.

Now, for the question: is there a way to tell where users are logging in to? When I look under the "Login details" from Settings \> User management, the Last Login date counts both the logins from the Portal and the Application. Is there a way to get more detailed login info to pinpoint where they are logging in to?

Thanks in advance!


Answers:
author: Pavel Kratky
body: It should be possible to iterate 'atlassian-jira-security.log' and gather information about login pages per user via ScriptRunner Groovy Script / Python / etc. (but even an agent can use the portal login page to authenticate to the JSM).  

That's why I would suggest another way, to determine teams of resolvers and based on that assign 'jira-users' (agent) role ... but also depends on how users are imported/managed.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Prevent licensed Jira users from logging JSM tickets outside of the portal
Asked by Diana C:

Hi Atlassian Community,

I was wondering if there are any clean ways to block internal, licensed users from logging JSM tickets using the "Create" button inside Jira and force-send them to our JSM portal.

Right now, any of our internal, licensed users can log a ticket in our JSM projects using the "Create" button. In some cases, this results in those users bypassing the required fields and workflow validations that we've built into our Request Types. I once found a community thread that described blocking licensed users from using the "Create" button to log JSM tickets via a permission scheme edit, however, that method resulted in an less-than-ideal error message.

Any ideas or guidance would be much appreciated.

Thanks!


Answers:
author: Mikael Sandberg
body: This can be done, what you have to do is remove the browse project permission for those users. The drawback of doing this is that you will not be able to mention users unless they are the reporter or request participants on the issue when you reply to them.

comments: author: Diana C
body: Would we still be able to add internal licensed users as watchers on tickets if we were to remove the "browse project" permission? Or would they *have* to be added as request participants in order to interact with the ticket, including receiving comment notifications?


author: Mikael Sandberg
body: Correct, you would have to add them as request participants, adding them as watchers will not work since that needs browse permissions.


author: Diana C
body: Okay, Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: After cloning an issue, the linked issues do not show which was the original issue that
Asked by Cl?udia Silva:

Hello,

I created an automation in which after a JQL condition I am cloning several types of issues, the task itself and its sub-tasks.  
The problem is that after cloning the task itself, when I open it, the type "clones" does not appear in the "Linked issues".  
But in the sub-tasks it appears normally. What could be the problem?

![Clone issue.png](https://community.atlassian.com/t5/image/serverpage/image-id/325393iCECAADE3FADB4750/image-size/large?v=v2&px=999 "Clone issue.png")  
Thank you !!


Answers:
author: Clara Belin-Brosseau
body: Hello [@Cl?udia Silva](/t5/user/viewprofilepage/user-id/5056478)

If you're seeking for an easier way to **clone issues and link them together** , you can try our app [Elements Copy \& Sync](https://marketplace.atlassian.com/apps/1211111/elements-copy-sync-clone-jira-issues?tab=overview&hosting=cloud?&utm_source=community&utm_medium=answer&utm_campaign=question_2705793&utm_keyword=CS&utm_vendorID=4952) that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check our guide [here](https://doc.elements-apps.com/copy-and-sync-jira-cloud/create-a-link-between-an-issue-and-its-copy-automa?&utm_source=community&utm_medium=answer&utm_campaign=question_2705793&utm_keyword=CS&utm_vendorID=4952).

The app is for **free during 30 days** (and it stays free under 10 users).

Kind regards,

Clara


author: Gikku
body: [@Cl?udia Silva](/t5/user/viewprofilepage/user-id/5056478) I was able to reproduce the issue that you have mentioned here and I would assume it is the default behaviour of the automation rule. You can add an additional step as in the below screenshot to set up the 'clone' link between the new and existing issue as a workaround.

![Screenshot 2024-05-25 at 10.36.18?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/325918i256E957BE4CF0DD5/image-dimensions/471x379?v=v2 "Screenshot 2024-05-25 at 10.36.18?AM.png")

comments: author: Cl?udia Silva
body: Hi [@Gikku](/t5/user/viewprofilepage/user-id/3574315) , thank you so much for your answer.

<br />

I already tried that way but I wasn't successful either, the alternative I came up with and which solved the problem was to add an issue link of the "Cloners" type in the additional fields, just like the screenshot and thus adding the link to the original issue. ..

![Cloners.png](https://community.atlassian.com/t5/image/serverpage/image-id/326024i5045E2299B69CC2C/image-size/large?v=v2&px=999 "Cloners.png")


author: Gikku
body: [@Cl?udia Silva](/t5/user/viewprofilepage/user-id/5056478) I am not sure why it failed for your rule, but I tested mine and seems to be working perfectly.

![comm.png](https://community.atlassian.com/t5/image/serverpage/image-id/326412iAF5AB67294BF9487/image-size/large?v=v2&px=999 "comm.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Assets automation smart value for linked objects inbound references
Asked by Iman Attia:

Hi,

We are trying to use the smart value:

{{lookupObjects.(reference name).(attribute name)}}

The lookup object returning is correct, printing in the table but no luck on getting the InR name/labels to print.

\|\| Name \|\| Components \|\|  
{{#lookupObjects}}  
\|{{Name}}\| {{Component.Software Component}} \|  
{{/}}

In this case:

Objects inbound ref Type: "Component" - This is NOT an attribute name on the object.

Label / name for InR name "Software Component"

I've tried:

{{lookupObject.Component.label}} OR {{{{lookupObject.Component.Software Component}}}}

Any way of referencing the inbound objects without another lookup?


Answers:
author: Daniel Vest
body: [@Iman Attia](/t5/user/viewprofilepage/user-id/4780097)

I am very new to this idea of pulling info from Assets into tickets and automations. What may help you is to see what I learned \& did in my test area just the other day. I was trying to find the asset number of a laptop assigned to a person (who is listed as an Object in the Assets area) and is an Inbound Reference.

1. Inside of my Asset area I have my Test Person in one Schema  
   ![test person.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/326385iFAF47F98ED972EB3/image-size/large?v=v2&px=999 "test person.PNG")
2. And my laptop in another section of another schema![laptop object.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/326380i782F58A1B0458D4C/image-size/large?v=v2&px=999 "laptop object.PNG")I created a custom field that could look at the Objects and filter right to the AQL and be seen/stored  
   ![Custom Field 1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/326381i6218F908F0D5CBC0/image-size/large?v=v2&px=999 "Custom Field 1.PNG")![Custom Field 2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/326382i1B97382A2FD22FC7/image-size/large?v=v2&px=999 "Custom Field 2.PNG")
3. Created an automation rule to find the asset object linked to the user based on the respective fields/objecttypeID  
   ![automation asset lookup and pull.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/326383iA33B628303145B82/image-size/large?v=v2&px=999 "automation asset lookup and pull.PNG")  
   1.
      1. object having outR(ObjectTypeId = 331 AND "User Jira" = {{reporter.accountID}})
      2. {{lookupObjects}}
      3. {{lookupObjects.Name}}

It is not exactly the same thing, but it may help you achieve what you need to, hopefully


author: Iman Attia
body: ![SC inbound ref.png](https://community.atlassian.com/t5/image/serverpage/image-id/326360iFAE6E69EAE7A56CF/image-size/large?v=v2&px=999 "SC inbound ref.png")

I'm trying to pull the inbound ref \> Component "Vulnerability Manager"


Tags: aql

assets

cloud

jira-service-management

jira-service-management-cloud
How to properly shut down cloud Jira Service Management & Confluence?
Asked by John Doe:

Hello there!  

The time has come to shut down our cloud Service Management \& Confluence. The goal for which they were created has been achieved.

Could anybody please let me know if there is a clear guide on how to do this properly? So that all data, settings, and other information are deleted.


Answers:
author: Nadhila Savira
body: Hi John,

This is Nadhila from Atlassian.

It sounds like you're looking to delete your site. To do this, you must cancel its subscription.

Go to your Administration portal \> Billing \> Manage subscriptions \> Cancel subscriptions.

For more details, please check the documentation below:

* [Cancel your site subscription](https://confluence.atlassian.com/cloud/cancel-your-site-subscription-873871347.html)

I also found this article that might help you further:

* [Reset and delete all data from your cloud site](https://confluence.atlassian.com/cloudkb/reset-and-delete-all-data-from-your-cloud-site-691012037.html)


Tags: cloud

jira-service-management

jira-service-management-cloud
Security level with the same issue type
Asked by Mohamed Saad Taha:

Dears,

I want to allow some users to see and transit certain request type with certain criteria for example I want to allow them to see incidents that is opened for certain impacted system

I checked security level configuration but it is on request type so this will allow them to see incidents with the required impacted system and others also

Is there any Idea please


Answers:
author: Valerie Knapp
body: Hi [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) , thanks for your question.

I have understood that you want, in a JSM project, to restrict some people from viewing certain issues.

You could use Automation, together with an Issue Security Scheme to help you with this.

For example, you could have a rule (on any trigger) but let's say on the creation, to check for this criteria. In my example, we are checking for Highest Priority, and then have an action to set the Security Level.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/325369iA2939DB97B7289B4/image-size/large?v=v2&px=999 "image.png")

Then, in the Issue Security Scheme, you can set different levels to be viewable only to groups, or people related to the issue somehow -

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/325370iF7B51EAA192DB0EA/image-size/large?v=v2&px=999 "image.png")

Do you think a solution like this would work for you? Please share your feedback.

Cheers

comments: author: Mohamed Saad Taha
body: [@Valerie Knapp](/t5/user/viewprofilepage/user-id/5502128) ,

thanks alot for your organized reply it will work Iam sure but let me ask question related to security level

- If I set security level 1 from group A, and didn't set the security level in any other level ( without security level Group A will be allowed so see other issues or not


author: Valerie Knapp
body: Hi [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) , thanks for your feedback.

You can set a level of the Issue Security Scheme as the default level that is more open, for example.

For an issue that is not confidential, or let's say has a Low Priority, you can set the Issue Security Level to one that is more permissive, allowing the Reporter, Assignee, or project role of member, or if you have a default Issue Security Level, the issue should get that level by default in the cases where the Automation doesn't insert another / higher security level.

Here is the documentation for the Issue Security Scheme which hopefully will also help: <https://support.atlassian.com/jira-service-management-cloud/docs/create-security-levels-for-issues/>

Cheers


Tags: data-center

jira-service-management

jira-service-management-data-center
How to add OR conditional logic in JSM form
Asked by Manoj Gangwar:

Hi Everyone,

I just created a form and trying to add a OR condition to show the field. Here is the example-

If

Request type = Test OR Employee Request = Mailbox

Then

Access Needed field should be visible.  

Currently, I added two sections before the Access Needed field and added Request type = Test in 1st section, In 2nd section, I added Employee Request = Mailbox.

Right now its only showing Access Needed field if both condition is met. Is there any way to use the OR condition under JSM Native form using sections?

Thanks,


Answers:
author: John Funk
body: Hi Manoj - There is not a way to do that which I am familiar with. I usually use two different fields.

comments: author: Manoj Gangwar
body: Thanks for the answer John. I found a feature request for the same.

<https://jira.atlassian.com/browse/jsdcloud-10999>


author: John Funk
body: Awesome - I have voted for it!


Tags: cloud

forms

jira-service-management

jira-service-management-cloud
Error trying to edit Service requests for a Project
Asked by Tiago Aguiar:

Hi all,

Our business just recently signed off to use JIRA and I am supposed to build my project page for IT Support.

I am trying to customise the request types that the customers will be able to see on the home portal, however when I access Project Settings \> Request Types \> Service Requests I come across the below error (Incidents, Problems and Changes encounter the same error):

![image.png](/t5/image/serverpage/image-id/325346iCE5EF8C04B635AC7/image-size/large?v=v2&px=999 "image.png")

My permissions have been reviewed and I am an Admin (otherwise I wouldn't even be able to see Project settings). AM I doing something wrong or is there an issue going on in JIRA stopping me from advancing?

Thanks

Tiago Aguiar


Answers:
author: Valerie Knapp
body: Hi [@Tiago Aguiar](/t5/user/viewprofilepage/user-id/5503409) , welcome to the Atlassian Community and thanks for your question.

I checked the Atlassian Status Page and there is an issue in Brazil, might that be impacting you? <https://status.atlassian.com/history>

If not, please try another browser, and / or an in cognito window. If you still have the same problem, please check with your org adminstrator and you can contact Atlassian to open a support ticket.

Thanks

comments: author: Tiago Aguiar
body: Hi Valerie,

Thanks for your reply. I am based in the UK so not sure if the Brazil issue would affect me, but I don't think it would.

I tried 2 different browsers and incognito mode already -still doesn't work.


author: Valerie Knapp
body: Hi [@Tiago Aguiar](/t5/user/viewprofilepage/user-id/5503409) , thanks for your feedback.

Are you the only project admin having this problem? Do you have any other JSM projects? Are they also impacted?

If you still aren't getting anywhere, I would go ahead and open a support ticket, <https://support.atlassian.com/contact/#/> , as a technical issue or bug.

I hope this gets resolved for you soon.

Cheers


author: Tiago Aguiar
body: Thanks for the replies.

We managed to fix the problem, it was all about permissions. Our admin added me and the other colleagues as user access admins for the whole site and this has fixed it for us.

Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Plugin pricing - users in terms of agents or users in different roles?
Asked by Vera Valshonok:

Hi All,

Please clarify , when i check monthly pricing on the jira Apps, a payment per user means that it will be payment per each internal user of JSM no matter which role he is in, or only agents?

Thanks!


Answers:
author: Gikku
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) For Jira, the top most licensed product that you have subscribed is taken into consideration. If it is only JSM, then the number of JSM licensed agents is what is counted towards the app license. It has nothing to do with the project role.

If you have a JSW plan also added and it has more number of licensed users than JSM, then it will be considered for the app billing. If a user has both JSM and JSW license, it will only be counted as 1.

More details can be viewed here [Understand billing for cloud apps](https://support.atlassian.com/subscriptions-and-billing/docs/understand-billing-for-cloud-apps/)

comments: author: Vera Valshonok
body: Thanks a lot


Tags: cloud

jira-service-management

jira-service-management-cloud
Embedding JSM in Webpage
Asked by Dd:

Is there a guide or other resource to explain how to achieve that without compromising security? (Avoiding frame-jacking, click-jacking etc.)


Answers:
author: Brant Schroeder
body: [@Dd](/t5/user/viewprofilepage/user-id/5057440) I would suggest looking at using the API. This is the most secure way to get information out of Jira onto a webpage. Is there something specific you are trying to accomplish?

comments: author: Dd
body: Not at this point. Just in general.

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
What permission do I need to edit custom fields?
Asked by Pedro Antunes Costa:

I want to edit custom fields values in my project. I am "project lead" and IT says I should be able to edit, but I'm still not able to edit custom field values (trying to follow this [tutorial](https://support.atlassian.com/jira-cloud-administration/docs/edit-a-custom-fields-options/)).

Does anyone know what permission I need or how to find out?


Answers:
author: Pavol Go?al
body: Hello [@Pedro Antunes Costa](/t5/user/viewprofilepage/user-id/4224463)

if you want to edit custom field values in **JIRA configuration** , you must be **JIRA Administrator**.

If you want to edit values in issues, you need "**Edit issues** " permission in **Permission Scheme**and custom field must be available in the issue screen (create or/and edit).

comments: author: Pedro Antunes Costa
body: Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira service-management for google chat?
Asked by Mark Fermor:

Hello,

I'm very interested in <https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/chat?tab=chat#overview>

BUT Quote:

Atlassian Assist is Jira Service Management's conversational request management chat extension that facilitates real-time responses to incoming questions and requests from your chat tool and provides an automated two-way sync with Jira Service Management.

Use chat and Atlassian Assist to create and manage requests directly from [Slack](http://slack.com/apps/ADBM44F4G-atlassian-assist?tab=more_info) or [Microsoft Teams](https://appsource.microsoft.com/en-us/product/office/WA200002351?tab=Overview).

Is there any plan to also integrate this full feature set with Google Chat?

Thanks


Answers:
author: Igor Ajdi?ek
body: +1


Tags: cloud

jira-service-management

jira-service-management-cloud
Audit Trail for Component Deletion
Asked by ashley.robinson:

Is there a way to track down who deleted components from a project?


Answers:
author: Jehan Bhathena
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/325398i56F78E1A2272817D/image-size/large?v=v2&px=999 "image.png")

System's Audit Logs should be the best place to check.

comments: author: ashley.robinson
body: Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I know all systems that an employee have access to?
Asked by Fabio Cerullo:

hi,

we are planning to use JSM so staff can raise requests to access various IT systems.

however, we are wondering if possible to see all systems that an employee requested and was granted access to.

thanks  
Fabio


Answers:
author: Rilwan Ahmed
body: Hi [@Fabio Cerullo](/t5/user/viewprofilepage/user-id/5503116) ,

Welcome to the community !!

1. Create a JSM project
2. Create user picker field and name it. Example "Grantee" .
3. Add the field to required screens in the project and schemes.
4. In the project access/revoke request types, make Grantee field as required.

In future, you can just write a simple JQL to get the user and his access status.

*project = ABC and grantee = username1*

comments: author: Fabio Cerullo
body: Thanks Rilwan.


Tags: cloud

jira-service-management

jira-service-management-cloud
Help Center Status
Asked by Valentina Hammer:

Hi,

we have an issue about the Customer Help Center (or Request View): the customer can see the different status of all projects (not only the from the project in which he is involved). This could be a data security issue because we have projects for individual customers as well.

Thanks in advance!


Answers:
author: Valentina Hammer
body: Is there a possibilty to hide this other status?


author: Valentina Hammer
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/325278iA0416F5B4AA3A9B5/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
i am not able to start my project also not generating any logs for my pm2
Asked by Siddhant Pandey:

I am sharing you my file structure with you when i am running my pipeline i dont know it show pipeline is successful but when i check my pm2 logs there is no such process running in the background. can someone help where i am going wrong in my steps

![1.png](/t5/image/serverpage/image-id/280648iC5908A491CA9E58F/image-size/large?v=v2&px=999 "1.png")![2.png](/t5/image/serverpage/image-id/280649iCD7F4D1412F4F76B/image-size/large?v=v2&px=999 "2.png")![3.png](/t5/image/serverpage/image-id/280652i24029DBFC6C4AC76/image-size/large?v=v2&px=999 "3.png")![4.png](/t5/image/serverpage/image-id/280653i72F93B6464EFC350/image-size/large?v=v2&px=999 "4.png")


Answers:
author: Theodora Boudale
body: Hi Siddhant,

You can redirect the output of the command you are running to a file so that you inspect the file on your server afterwards and see if there is any error. If there is an option to add verbose output to the command, you can also do that in case it gives you better information.

Kind regards,  
Theodora


Tags: bitbucket-cloud

bitbucket-pipelines

cloud