youngmon/atlassian-qna huggingface dataset:
Upgrade to premium
Asked by Federico Bastianelli:

Hi, I have a question: I am currently using the free plan of Jira Service Management, but I wanted to upgrade to the Premium or Enterprise plan because of all the cool features it seems to have. My question is this: if I upgrade to a Premium or Enterprise plan, with only two users having access to Jira Service Management, will everyone else in my Jira software space also be able to take advantage of the tools I can install through management?

Thank you for your answer


Answers:
author: Kris Dewachter
body: Hi [@Federico Bastianelli](/t5/user/viewprofilepage/user-id/5402142) ,

Welcome to the community.

Jira Service Management uses a different licensing model than Jira Software.

Jira Service Management uses the number of "Agents" to determine the licensing cost.

Jira Software users are able to see the tickets in the JSM projects, but they will not be able to perform the tasks that agents are able to do (assign issues, transition issues, external comments, ...).

By "Tools" you mean AddOns ?

Best regards,

Kris

comments: author: Federico Bastianelli
body: Hi Kris, thank you very much for your reply.  
Sorry, maybe I misunderstood, by TOOL I meant for example Assets. I was wondering if by switching to the premium plan for two agents, Jira software users would be able to use the assets.


author: Kris Dewachter
body: Hi [@Federico Bastianelli](/t5/user/viewprofilepage/user-id/5402142) ,

Yes, assets can be used in Jira Software tickets. But i presume they will not be able to maintain the assets themselves.

Best regards,

Kris


author: Federico Bastianelli
body: Thank you Kris for your time, I'll give it a try.   

best regards,   

Federico


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to add hyperlink in the instruction field
Asked by dimas seno:

Is it possible to add a hyperlink in the instruction field, and make the text larger,bold? also the hyperlink opens in a new tab of the browser

![instruction.png](https://community.atlassian.com/t5/image/serverpage/image-id/305761i7CC89B6039B34824/image-size/large?v=v2&px=999 "instruction.png")


Answers:
author: Kris Dewachter
body: Hi [@dimas seno](/t5/user/viewprofilepage/user-id/4833488) ,

Yes, you can use text formatting.

See the documentation here <https://jira.atlassian.com/secure/WikiRendererHelpAction.jspa?section=all>

Best regards,

Kris

comments: author: dimas seno
body: Thanks kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we get visibility of affected services at gobal level?
Asked by Rupali Mohanty:

Visibility of affected services field at global level


Answers:
author: GNarsimhagowda - Empyra
body: Hi [@Rupali Mohanty](/t5/user/viewprofilepage/user-id/5401929) ,

Can you explain what "global level" refers to

Thanks.


author: sumukh
body: Hi [@Rupali Mohanty](/t5/user/viewprofilepage/user-id/5401929) ,

The Affected Fileds would be as follows :

**Custom field**

**Field Configuration**

**ScreenScheme Configuration**

**Permission Settings**

**Training and Documentation**

**Integration with Monitoring Tools**

By looking into thee as steps you can ensure that the Affecte services field is visible and utilized effectively at the global level within the Organization.


Tags: cloud

jira-service-management

jira-service-management-cloud
HR rejection Capture ?
Asked by Santhosh Raj:

Hi Team,  

We are using HR board in using Employee recruitment and having a doubt in rejected stage.  
For example if we are doing bulk hiring of 10 members and after those interview process, 4 candidate are being rejected. How can we store the information except in Board and Queues.  

Is there any possibilities for marking it ?


Answers:
author: Caity Belta
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

First of all, glad you got some help with your question here!

<br />

I just came across your post. I'm working with Atlassian JSM Product Managers. We recently created an HR Professionals community group. It's just getting started so there isn't a ton of activity yet, but we're hoping to make it a place where customers, community leaders, and product managers can talk about how they are using (or wish they *could be* using) Atlassian Products for HR applications. If that sounds interesting, [check it out \& join!](https://community.atlassian.com/t5/Human-Resources-Professionals/gh-p/human-resources-professionals?&utm_campaign=community_groups_click_from_profile) See you in the group! Thanks! Caity


author: Kris Dewachter
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) ,

I presume you have a separate Jira ticket for each of the 10 members ?

If so, each ticket can be rejected or approved separately and you can report on it.

Best regards,

Kris

comments: author: Santhosh Raj
body: I was expecting that, but it  

As per the requirement. If they want to hire 10 drivers for a company and they gets shortlisted, on the on-boarding process, he gets another offer and rejects this offer, how can we store it.   
If we create 10 request, that will be be huge process change issue --\> Issue one by one.  

So is there any alternate process or plugins can achieve it.  
[@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367)


author: Kris Dewachter
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

You can not partially accept or reject a single ticket for 10 members if some of them are not hired.

Maybe you can create 10 sub-tasks under the main ticket. But then again .... that is still an individual ticket per member.

Or maybe you can add 2 custom fields to the ticket ?

* Number of members rejected
* Number of members accepted.

Best regards,

Kris


Tags: cloud

human-resources

jira-service-management

jira-service-management-cloud
Email templates for team
Asked by Saga:

How to change the email notification text for a team?


Answers:
author: Carlos Garcia Navarro
body: Hi [@Saga](/t5/user/viewprofilepage/user-id/5427314) ,

Welcome to the Community! Is this what you're looking for: <https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/>?

comments: author: Saga
body: [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) I mean these notifications. not for customers,

![123.png](https://community.atlassian.com/t5/image/serverpage/image-id/305727i97B4868CDA1A82D9/image-size/large?v=v2&px=999 "123.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to manage Service Projects Globally in JIRA Service Management?
Asked by S Jena:

Hello Team,

We have 20 regions and we want to manage Service Request, Incident and Change in JIRA Service Management.

**Our expectation** - We will manage each region tickets by their own Service desk support group with limited visibility and If Global help needed, then that request will manage by Global Service desk support groups.

Also Global Support group agents able to view all tickets available in JIRA Service management.

What will be the best approach to manage the different region tickets and Global tickets in JIRA Service management?

Please guide me how to manage Service Projects in JIRA Service Management.

Thanks

Swopna


Answers:
author: Danut M _StonikByte_
body: Hi [@S Jena](/t5/user/viewprofilepage/user-id/5288802),

You could have a project in JSM for every region and one for Global team. Or, you could have a single project in JSM for everything, and use the Component field or a custom field (like Team or Region) for assigning the ticket to a specific team. In this case, you will need filters for each team by that specific field, in order to determine/visualize their backlog/queue.

From **project tracking** perspective, you could have a Jira dashboard with the necessary gadgets in place (charts, diagrams, numbers, etc) for each region and one for the global level. These two articles might be of great help for you in building such dashboards:

* <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>
* <https://community.atlassian.com/t5/App-Central/How-to-track-scaled-agile-SAFe-projects-in-Jira-with-Great/ba-p/1929694>

This is an example of board for a team/region:

![](https://blogstonikbyte.files.wordpress.com/2023/05/image-15.png?w=875)

Disclosure: I'm the one who wrote these articles and my team develops the [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20stonikbyte%20agile) app, which is referred in these articles. If you need any help with these, please contact support@stonikbyte.com.

If you have any questions, please let me know.

Danut.

comments: author: S Jena
body: Thanks [@Danut M _StonikByte_](/t5/user/viewprofilepage/user-id/502420) for the quick input.

**Do we have any JIRA best practice to manage this scenario**? - You could have a project in JSM for every region and one for Global team. Or, you could have a single project in JSM for everything, and use the Component field or a custom field (like Team or Region) for assigning the ticket to a specific team.


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA JQL can you check if the reporter is in a group
Asked by Ste404:

Hi there,

I want to have some region based SLAs in place. I have customers in groups per their region. I would like to somehow check if the reporter is in a group then that is the SLA that will trigger but I can't seem to get the JQL to work in the SLA.

Is what I am attempting possible?


Answers:
author: Jack Brickey
body: Hi [@Ste404](/t5/user/viewprofilepage/user-id/4984517) , the following JQL will check if the reporter is a member of a group.

reporter in membersOf("**my group**")

replace **my group** with your group name

comments: author: Ste404
body: I was neglecting the " "

rookie error right there, rushing to get it done :/

cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
How to allow users to only have one active session? and configure session time out?
Asked by Mohamed Saad Taha:

Dears ,

Iam using Jira datacenter and I need to limit the access for the users to only one active session and also to configure time out for the sessions

BR,


Answers:
author: Joseph Chung Yin
body: [@Mohamed Saad Taha](/t5/user/viewprofilepage/user-id/4963037) -

In addition to what [@Jerrold - Empyra](/t5/user/viewprofilepage/user-id/5352480) suggested, take a look at the following KBs on user session control -

<https://confluence.atlassian.com/jirakb/how-to-change-the-default-session-timeout-to-avoid-user-logout-in-jira-604209887.html>

<https://wiki.resolution.de/doc/saml-sso/latest/all/knowledgebase-articles/technical/users-frequently-logged-out>

<https://confluence.atlassian.com/jirakb/invalidating-user-sessions-in-jira-data-center-1217298787.html>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Jerrold - Empyra
body: Hi

To restrict users to only one active session and set up session timeout in Jira Data Center, it is typically necessary to configure this at the application level as well as potentially at the server or load balancer level. Here's a general guideline on how you can accomplish this:

Session Management in Jira:

* Jira provides certain session management options, although they may not include all the specific features required by default.
* To manage sessions within Jira, navigate to Administration \> System \> General Configuration, and then locate the Session timeout settings. However, this might only cover the session timeout and not necessarily restrict users to one active session.

Implementing Single Active Session Limit:

* It may be necessary to implement this as a custom solution or utilize third-party plugins that offer session control features.
* Explore available plugins in the Atlassian Marketplace that provide session management features. For example, plugins like "Jira SAML SSO" or "Jira OAuth/OpenID Single Sign On (SSO)" might offer session control options.

Thank you.


Tags: jira-service-desk-server

jira-service-management

jira-service-management-server
How do I remove confluence from my website?
Asked by Aleksander Erlanger:

I am attempting to remove a test confluence account created on my Jira website. It appears as a second profile picture when selecting the stack of cubes in the top left of the screen. I am the owner and site admin so I am confused as to where or why I cannot remove it.


Answers:
author: Jehan Bhathena
body: Hi [@Aleksander Erlanger](/t5/user/viewprofilepage/user-id/5426937) ,

Since you're the site-admin you should be able to remove this product from your suite of tools

Go to Admin.atlassian.net -\> Billing -\> Manage (on the product the you want to remove), click on the three dots associated to the product you want to remove and select "Delete"

Alternative method as per the documentation: <https://support.atlassian.com/subscriptions-and-billing/docs/cancel-a-subscription/#Cancel-a-subscription.1>

comments: author: Aleksander Erlanger
body: [@Jehan Bhathena](/t5/user/viewprofilepage/user-id/5119409),

When going to Billing -\> Manage, all that is shown is the Jira service management that I set up. Confluence is not shown anywhere. What I am trying to do is get rid of this additional box is the top left of the photo. The purple one. (I'm not exactly sure what it is. See attached picture.)![Screenshot 2024-02-23 122341.png](https://community.atlassian.com/t5/image/serverpage/image-id/308432i5E5249A287FA623C/image-size/large?v=v2&px=999 "Screenshot 2024-02-23 122341.png")


author: Jehan Bhathena
body: Hi [@Aleksander Erlanger](/t5/user/viewprofilepage/user-id/5426937) ,

The "Fo" icons that you're seeing are mostly created by your browser. Would suggest checking in another browser to see if you still see those 2 icons.


Tags: cloud

confluence

jira

jira-service-management

jira-service-management-cloud
I want to add approval step in JIRA Project
Asked by Lakshmi Kumari:

Team,

I want to add approval status in the workflow, followed by proper approval process, adding approvers, auto changing the status to approved/declined basis what is selected by the approvers.

Regards,

Lakshmi


Answers:
author: Jack Brickey
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874) ,

so you posted this question in Jira Service Management but asked about Jira. I am going to assume you mean JSM and for that I would refer you here - [what-are-the-differences-in-classic-and-next-gen-approvals](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-differences-in-classic-and-next-gen-approvals/) . You can navigate to the appropriate docs from that page.


Tags: cloud

jira-service-management

jira-service-management-cloud
Worked on people with disabilities and the elder and if there are organization that support these pe
Asked by Mustefa Aman Husien:

* Worked on people with disabilities and the elder and if there are organization that support these people put us touch


Answers:
author: Mustefa Aman Husien
body: Worked on people with disabilities and the elder elder if there are organization that support these people put us in touch


Tags: cloud

jira-service-management

jira-service-management-cloud
Customers can't browse Assets objects
Asked by Nathan Thibaudin:

Hi,

As I want to allow customers to browse objects in my portal I turned on the Assets option "Object Schema Users permissions for Jira Service Management Customers" but it still shows blank fields in customer portal.

When I add a customer in the specific role "Object Schema Users" it works as expected.

Do you have any ideas about this?

Thank you.


Answers:
author: Nathan Thibaudin
body: Hi, for your information we just upgraded our Jira instance to 5.12.13 and this bug seems to be resolved.

Thank you for helping.


author: Joseph Chung Yin
body: [@Nathan Thibaudin](/t5/user/viewprofilepage/user-id/5426911) -

Welcome to the community. What kind of error that your customers are getting when they try to access the Assets objects?

Based on my understanding that one only needs to enable "Object Schema Users permissions for JSM customers" option must be enabled against one's specific schema.

Currently there is a bug when if "Object Schema Users permission for JSM customers" option is not enabled while adding user to the Object Schema Users role for the schema will still prevent the customer to access the Assets objects -https://jira.atlassian.com/browse/JSDSERVER-10887

At this time, I would recommend to also contact Atlassian Support (<https://support.atlassian.com>) to see if they have any further update.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Nathan Thibaudin
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Thank you for your answer.

When I try to create a request with a customer account I can't see the available options in each Assets field. Below the fields "Compte client", "Produit" and "Module" are Assets fields.

![bug_portal.png](https://community.atlassian.com/t5/image/serverpage/image-id/305634i318EA00F4E72057E/image-size/large?v=v2&px=999 "bug_portal.png")

Below my Assets schema roles configuration:

![assets_configuration.png](https://community.atlassian.com/t5/image/serverpage/image-id/305635i1AF3768ACF5F1C90/image-size/large?v=v2&px=999 "assets_configuration.png")

I will try to contact the support team.

Thank you.


author: Zachary Hayes
body: Are these asset fields filtering using AQL in their context configuration? If it filters off of a value the user doesn't have access to, such as a Team field, they won't see any options


Tags: assets

jira-service-management

jira-service-management-server

server
Stop Customer Satisfaction Survey
Asked by banderson:

Is there a way to stop the customer satisfaction survey from being sent out on a ticket marked as done. I mean on a normal ticket marked as done its fine but we want the ability to have a 2nd button "Done - no survey" is that possible? If so any advise on how to do that would be apricated. Thanks


Answers:
author: Mikael Sandberg
body: Hi [@banderson](/t5/user/viewprofilepage/user-id/5426625),

Welcome to Atlassian Community!

If you are using the default CSAT survey in JSM then that is not possible, you can only enable it or disable it. If you using an external CSAT survey then it should be possible by using an automation that triggers the survey to be sent if the status is Done, and not for Done - no survey.


Tags: cloud

jira

jira-cloud
Remove email from suppression list
Asked by Activos PI:

Can you help us removing an email address from our domain of your suppression list? Thank you.


Answers:
author: Andy Heinzer
body: Hi [@Activos PI](/t5/user/viewprofilepage/user-id/5426581) I found there was a suppression for this account. We received a bounced message when trying to email that address. The response was:
> 2024-01-22T20:18:53.000Z 550 5.1.1 \<address redacted\> Recipient not found. \<[https://www.secureserver.net/help/fix-rejected-email-with-a-bounce-error-40685?pl_id=1592\&prog_id=domainspricedright#irbpl_id=1592\&prog_id=domainspricedright#irb](https://www.secureserver.net/help/fix-rejected-email-with-a-bounce-error-40685?pl_id=1592&prog_id=domainspricedright#irbpl_id=1592&prog_id=domainspricedright#irb)\>

I have cleared the suppression for both that account and all others on your domain.

comments: author: Activos PI
body: Hi, we have this error again "Recipient's email address is on a suppression list." now are 2 addresses, we are trying this [Unblocking Office365 emails for Atlassian Cloud - Atlassian Community,](https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108) but can we have cleared the suppression again?

The rule in the office365 is a permanent fix?

Thanks for any help


author: Andy Heinzer
body: I found there was at least one user on your domain that had an error of:
> 550 5.4.1 Recipient address rejected: Access denied. \[SJ1PEPF00002323.namprd03.prod.outlook.com 2024-08-29T13:37:21.861Z 08DCC4C5E2E5E326\]

So I cleared the suppression for all users on your domain just now. The steps in that article are a helpful prevention step, but once the first message is bounced to that account, it has to be cleared from the suppressions on Atlassian's side.


author: Jehan Bhathena
body: Hi [@Activos PI](/t5/user/viewprofilepage/user-id/5426581) ,

Which email is marked in the suppression?

[@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137) please can you assist here perhaps?

comments: author: Activos PI
body: Since Jan 22 we have this log in the request notifications.![Notification Logs - Request notifications.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/305850iE22DB5DF8CBAC281/image-size/large?v=v2&px=999 "Notification Logs - Request notifications.PNG")

Thx for any help


author: Jehan Bhathena
body: [@Activos PI](/t5/user/viewprofilepage/user-id/5426581) if Andy's change fixes your mail suppression, please consider marking the thread as Accepted.


Tags: atl-rvw

cloud

jira-service-management

jira-service-management-cloud
How to include fields in the Jira Cloud and Slack Workflow Builder 2.0 integration?
Asked by Felipe Poncion:

We use the Jira Cloud integration with Slack's Workflow Builder 2.0 to log some of our tickets.

Our project has several required fields, but when we use the Jira Cloud integration (<https://slack.com/apps/A2RPP3NFR-jira-cloud> ) only basic fields appear.

**How to include the other project fields in this integration?**

![jira-cloud-slack-workflow.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/305552iE3A93617BC6A7B89/image-size/large?v=v2&px=999 "jira-cloud-slack-workflow.jpg")


Answers:
author: Yohann Potier
body: We have the same issue and I could not find any configuration to select field in the Jira integration.


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
Pipeline: Pass list to download attribute?
Asked by david_treblig:

Hi,

I was wondering if it's possible to pass an artifacts list to download instead of having them all download when I need only one of them. This would speed up my pipeline a lot since I use rather large artifacts. I swear I've seen this done before, but I might be wrong. ?

In an example like this one, the artifact would download, extract, scripts would be able to edit the data and then it would be reuploaded and passed to further steps... ?

<br />

artifacts:  
download:  
- web/app/themes/\*\*  
paths:  
- web/app/themes/\*\*  

<br />


Answers:
author: Syahrul
body: Hey [@david_treblig](/t5/user/viewprofilepage/user-id/39596)

G'day.

You can disable artifact downloading on certain steps that do not require any artifacts by adding the download false flag in YAML as the following example:

```
    - step:        name: Integration test        image: node:10.15.0        caches:          - node        script: # By default, download artifacts from the previous step          - cat reports/tests.txt          - npm run integration-test    - step:         name: A step that doesn't need artifacts        artifacts:          download: false # Disabling artifact downloads during this step        script:          - echo "Hello World!" > hello.txt
```

As above example, the 1st step will download artifacts while the 2nd step will skip downloading artifacts.

However, if you wish to only skip one of the many artifacts you have in steps, then I believe it's currently not possible. The flag only worked by skipping all artifacts downloaded.

For more information, please check the artifacts page [here.](https://support.atlassian.com/bitbucket-cloud/docs/use-artifacts-in-steps/)

Cheers,  
Syahrul


Tags: artefact

bitbucket-cloud

bitbucket-pipelines

cloud