youngmon/atlassian-qna huggingface dataset:
O que devo fazer
Asked by Valdemir pascoal:

O que preciso fazer de fato, qual a ordem, e como falo com algu?m para saber se n?o vai ter nada de erro? Obrigado


Answers:
author: Eugenio Onofre
body: Oi [@Valdemir pascoal](/t5/user/viewprofilepage/user-id/5390881)

Bem vindo ? comunidade Atlassian.  
Aqui, voc? pode tirar d?vidas sobre os produtos e boas pr?ticas

Como podemos te ajudar?


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatically Populate Jira Form
Asked by Andy Baeck:

Hello,

I am trying to build a Jira automation to help automatically populate a Jira Form.

I can see that I can 'create a form', but not really on how to **populate** it.

Currently, all the data that needs to be filled in comes from Zapier and currently only gets placed under the 'description' field, but I can make this into a JSON webhook to get the data.

Is there any good source of documents or examples I can learn from as well?

Thank you!


Answers:
author: Matthias Gaiser _K15t_
body: Hey [@Andy Baeck](/t5/user/viewprofilepage/user-id/5390996)

welcome to the Atlassian Community.

If you say you want to populate a Jira Form, do you mean you essentially want to create an issue? If that's the case, maybe you can use Jira's REST API to create issues. Here's the [documentation](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-post).

Cheers,  
Matthias.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service Manager Cloud - Disable email verification for account creation
Asked by Brian McKnight:

My organization is moving to Jira service manager cloud from a different ticketing system. We will primarily be receiving issues by email and given the nature of what we do, some of those requests will come from external domains. At the moment service manager cloud sends an account verification email any time someone emails in for the first time. We would like to disable the need for that verification. I have seen in other posts that it is possible in the server version. Is this possible in the cloud version?


Answers:
author: Graham Chilcoat
body: I'm actually looking to solve for the same thing, the comment above doesn't actually work because then external customers can no longer submit to your service desk.

comments: author: Paul Szewczyk
body: [@Graham Chilcoat](/t5/user/viewprofilepage/user-id/4682645) did you find a solution?


author: Mikael Sandberg
body: Hi [@Brian McKnight](/t5/user/viewprofilepage/user-id/5390899),

Welcome to Atlassian Community!

Yes, it is possible to turn off the email verification. What you have to do is go to Settings \> Products \> Customer access and make sure External customers is not checked, and that Allow customers to create accounts is selected.


author: Paul Szewczyk
body: I have the same problem;  
I could see in some posts that in the past there was an option to switch it off?  
So how can i do it now?  
So request can be created and customer may receive notifications without the need to confirm hie/her email?  

comments: author: Paul Szewczyk
body: I mean where is the toggle now?  
Has it been removed?

<br />

![](https://confluence.atlassian.com/jirakb/files/777027023/1131092882/1/1654176404206/Screenshot+2022-06-02+at+15.03.13.png)


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
HIPAA Compliance in Mixed Jira Instance
Asked by Andrew L. Chlup:

Hello Everybody,

We are preparing to launch a new Electronic Health Record system and need a HIPAA-compliant service desk.  

We currently use Jira Service Desk for IT, HR, Communications, and Facilities, so staying with Jira seems like a no-brainer.  

It is unclear whether we can tag certain sites with a PHI tag or if it is product-wide. If it is product-wide setting, then I think we'd need a separate instance for HIPAA-related items.  

What are your thoughts or experiences?


Answers:
author: Dan Breyen
body: Hi Andrew, I found some information from Atlassian regarding HIPAA.

[HIPAA](https://www.atlassian.com/trust/compliance/resources/hipaa)

[understand-hipaa-compliance-for-atlassian-products/](https://support.atlassian.com/organization-administration/docs/understand-hipaa-compliance-for-atlassian-products/)

I know they refer to tagging products and other steps. I'd check out these articles.

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Best Practice: User audit
Asked by Boris Krutiy:

Hello community,

I am a new Admin to Jira Cloud. We are currently using rules to allow users to access Jira and when they login, they are provided a license. This rule looks at an LDAP group for membership. However, if a user is removed from the LDAP group, the user is not automatically removed from the Membership list and they still have access and a license.

Has anyone dealt with this and how? For example, is there a report that can show usage, specifically users that have not logged in within the last 3m, 6m, etc.?

Is there a way to automate this?... appreciate any tips or tricks to accomplish this. Thank you in advance and happy holidays.


Answers:
author: eugenio_onofre
body: Hi [@Boris Krutiy](/t5/user/viewprofilepage/user-id/5385108)

Welcome to the Atlassian Community.

I can confirm that disabling users through SAML/LDAP should work but it really depends on the configuration of your Atlassian Access connection. I kindly suggest checking the [documentation](https://support.atlassian.com/provisioning-users/docs/configure-user-provisioning-for-active-directory-or-ldap/).

In regards to the report, you can perform an export from the User Management page and, on this report, you will be able to see the "Last login date" for each user.

Please do not forget to accept this answer in case it helps you resolve your issue as it may help other community members in the future.

Regards,  
Eugenio

comments: author: Boris Krutiy
body: hello Eugenio,

Thank you for the response. I think the export of the users in User Management will work. However, there is no Export option. I am using Jira Cloud.


author: Mahanth Prudhvi P
body: [@Boris Krutiy](/t5/user/viewprofilepage/user-id/5385108) Please check the attachment for the import option![Screenshot (207).png](https://community.atlassian.com/t5/image/serverpage/image-id/328340i1698B460195E2F91/image-size/large?v=v2&px=999 "Screenshot (207).png")


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud

user-management
How to restrict email notification to group agents based on Organizations?
Asked by Jakeer:

Hello Team,

There are "N" numbers of agents in a group and when issue is assigned then the email notification should go to particular agent based on the organization selection and the agent is part of that organization.

Example there is a group named "Invoice" and there are so many agents in the group. When we select organization "ABC" and if an agent is part of it then the email notification needs to be sent to the particular agent and other agents in the group should not receive.

How can we restrict this email notifications? Is there any Automation rule for this.

Any quick suggestions will be helpful.

Thanks


Answers:
author: eugenio_onofre
body: Hi [@Jakeer](/t5/user/viewprofilepage/user-id/5390761)

Welcome to the Atlassian Community!

I am sorry but I did not understand your problem. Agents are users that **resolve** Jira tickets. Organizations are used for users that **create** requests.

Would you please provide additional details so we can better assist you?

Regards,  
Eugenio

comments: author: Jakeer
body: Hello [@eugenio_onofre](/t5/user/viewprofilepage/user-id/5002338)

My bad I haven't explained correctly.

There is a group named "L1 Help Desk" and there are 2 agents "A" and "B" in it.

When an Issue is assigned and if the Organization is "X" then an email notification needs to be sent to only agent "A" if the Organization is "Y" then an email notification needs to be sent to only agent "B". Is there any automation rule to restrict sending emails between agents on selection of the organizations. Although the both agents are in the L1 Help desk group emails should be not sent to each others.

Note: We are not Hardcoding the values in the "Send Email" in the Automation.

Thanks,


author: Marcus Jones
body: Hi [@Jakeer](/t5/user/viewprofilepage/user-id/5390761) - I have a different approach for you. Since we know that when an agent gets assigned to a ticket the agent gets notified (Assuming you have that turned on in your notification scheme), we should create an automation that

When there is a new ticket - Check the organization. If the organization associated with the reporter = Organization Y then assign the ticket to Agent A. You could do the same for any number of agents and orgs.

\~Hope that helps!


author: Jakeer
body: Hai [@Marcus Jones](/t5/user/viewprofilepage/user-id/5132701)

Thanks for the answer.

But what we are trying to achieve here is. For example

Assignee Group is L1 Help Desk and there are two agents A, B in it.

A works on CITI Organization.

B works on HDFC Organization.

When Assignee Group is L1 Help Desk and organization is CITI then Assign name should only show A and B name should not be shown in Assignee field.

Similarly When Assignee Group is L1 Help Desk and organization is HDFC then Assign name should only show B and A name should not be shown in Assignee field.

How can we restrict the Assignees based on organization.

Thanks,


Tags: cloud

jira-service-management

jira-service-management-cloud
Customize the fields of your request form for a request type
Asked by Jordi Sendra Garcia:

Could someone assist on this please?

We would like to add the field account manager and that clients chose their account manager when creating a ticket in the portal.

Question is, how can we provide the list of "acccount managers" for clients to choose?

thank you


Answers:
author: Marcus Jones
body: Hi [@Jordi Sendra Garcia](/t5/user/viewprofilepage/user-id/5390732)

Welcome to the community!

You will first want to create a custom field called "Account Managers" and use a single or multi select dropdown (Depending on if you want them to be able to select one or more than one). You can then add in the values you would like to use for your dropdown options. Make sure you make the custom field available for your project screens and then you can either add the new field to your Request or if you're using a form, you can add the custom field to your form.


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to create a new detail for organization
Asked by Ben Jessup:

When using [the CSM API to update a detail on an organization](https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-organization/#api-api-v1-organization-organizationid-details-put) it returns an error   

"errorMessage": "Attribute does not exist"  
when trying to add a detail that doesn't already exist.  
My use case requires creating the detail for each organization before they have been added manually in the UI. Is this possible using the current API? Ideally that endpoint would create the detail if it does not already exist, or alternatively there should be another endpoint for "Create a new detail value for a given organization".


Answers:
author: Joseph Chung Yin
body: [@Ben Jessup](/t5/user/viewprofilepage/user-id/5379971) -

Hi Ben:

Welcome to the community. Although I am not an expert on providing functionality via REST APIs, my question to you is that if the Organization record has not been created, how can you update attributes associated to the Organization entry?

What attribute(s) that you are trying to update?

Lastly, it is my knowledge that there is an existing enhancement request on the Atlassian side to allow users to store more information against the Organization object - <https://jira.atlassian.com/browse/JSDCLOUD-5966> . You should add yourself as a watcher to receive case updates.

Please advise, so we can assist you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Joseph Chung Yin
body: [@Ben Jessup](/t5/user/viewprofilepage/user-id/5379971) -

After further analysis, if your APIs calls updating a custom field (i.e. single select/multi-select data type format) created for an organization and the options are not already defined beforehand, then you will need to update the field's option first to avoid attribute option not found error.

Again, I am still waiting for your response to my questions in my original; posting.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Assets object type: datacenter grid
Asked by Kimberly Blum:

In Assets, has anyone set up useful/successful object type/s to represent locations on a data center grid? The idea of representing each individual cell seems onerous. I need to be able to control the number and type of objects assigned to an individual grid cell though. For example, we can only fit one standard sized rack in a cell. I'm brand new to Assets, but not new to (homegrown) CMDB.


Answers:
author: Joseph Chung Yin
body: [@Kimberly Blum](/t5/user/viewprofilepage/user-id/5283232) -

Hi Kimberly:

Can you provide more details on your ask? It is not clear on what do you mean by "a data center grid"? It is my knowledge that there is no "grid" like UI for the Assets schema objects.

Please advise, so we can further assist you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Kimberly Blum
body: Data Centers are typically laid out in a grid, with each cell about 2ftx2ft. The cell (typically labelled by the X/Y axis points, e.g. A-120) is the most commonly used for racks. The racks can hold chassis, servers, and other equipment. One of our grids is about 135 x 50.


author: Kimberly Blum
body: We actually need the same concept for racks and chassis, which have shelves and slots, but it's easier with them since they don't have nearly as many separate locations. Racks usually have 40-60ish shelves (rack units), and chassis have 4-20ish.


author: Joseph Chung Yin
body: [@Kimberly Blum](/t5/user/viewprofilepage/user-id/5283232) -

I believe you will need to setup custom attributes associated with each of Assets objects, so one can populate them accordingly.

Hope this makes sense.

Best, Joseph


Tags: jira-service-management

jira-service-management-server

server
I'm facing issue with my new API key
Asked by BizSys Automation _Appfire_:

My old API key expires on Dec 22nd, 2023 and I have created a new API key to replace it with the old one. But I'm getting a 401 error while making API calls with a new key. Kindly please help. Thanks!


Answers:
author: eugenio_onofre
body: Hi [@BizSys Automation _Appfire_](/t5/user/viewprofilepage/user-id/4677670)

What is the endpoint you are trying to use?  
Please note that API Keys must not be used directly on your API authentication.

Authentication is a combination of username and API Key encrypted on Base64. Please see official documentation below:

<https://developer.atlassian.com/cloud/jira/platform/basic-auth-for-rest-apis/>

Please do not forget to accept this answer in case it helps you resolve your issue as it may help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Permission to block users from creating Customers?
Asked by Terry Dance:

Which permission do you change to stop people from being able to create new customers?


Answers:
author: Dan Breyen
body: Hi Terry, I believe you are looking for the 'Customer Access' tab in the left menu of the Jira Service Management section under Settings (the gear) / Product

There's an option in there under the 'Portal access' section to "Don't allow customers to create their own accounts".

Hope that helps.

comments: author: Terry Dance
body: Ah ok I think thats it.

I guess the "agents" mentioned are people that the the "Agent" access in the administration section?


author: Paul Wiggers
body: Agents are users that have the Jira Service Management - Agent access defined in the User details

![Screenshot 2023-12-20 162959.png](https://community.atlassian.com/t5/image/serverpage/image-id/297604i6DCE035C9E018EA2/image-size/large?v=v2&px=999 "Screenshot 2023-12-20 162959.png")


author: Paul Wiggers
body: Hello [@Terry Dance](/t5/user/viewprofilepage/user-id/5385711)

Thank you for your question. If by people you mean JSM agents then it is not possible to disable this. Agents are always allowed to create customers.

However, there are some other settings that you can set.

* Go to Settings \> Products
* Go to Jira Service Management \> Configuration
  * There you can set the Organization management setting to only allow Jira administrators to manage organizations
* Go to Jira Service Management \> Customer access
  * You can uncheck "Allow portal-only accounts to be created for new customers accessing the help center"
  * You can set "Don't allow customers to create their own accounts"

Is this something that you can work with?


Tags: cloud

jira-service-management

jira-service-management-cloud
Incluir op??o de clonar ticket no Jira Service Management
Asked by Ramon Alomba:

Ol? pessoal, poderia me orientar como incluir a op??o de Clonar ticket conforme imagem abaixo?

![Clonar.png](/t5/image/serverpage/image-id/297580i3C77431A26B470CB/image-size/large?v=v2&px=999 "Clonar.png")


Answers:
author: eugenio_onofre
body: Ol? Ramon,

Boa tarde.  
A op??o "clonar ticket" ? padr?o do Jira, a menos que tenha sido desativada por um administrador da inst?ncia ou restringida para os perfis de usu?rio customizados.

Caso seja um administrador, voc? pode seguir os passos abaixo para verificar se est? desativada.

* Administration \>\> Add-ons \>\> Manage Add-ons
* Select System (in the add-ons type box)
* Filter by "issue operation"
* Click on it, and expand Modules Enabled
* Find "View Issue Ops Bar Clone Link", if it's disabled, enable it. And verify Clone option again.

Por favor, n?o esque?a de "aceitar" essa resposta caso te ajude a resolver o problema. Assim, poder? ajudar outros usu?rios na comunidade no futuro.

Obrigado,  
Eugenio


author: Ramon Alomba
body: Ol? pessoal, eu observei e vi que tinha uma propriedade no workflow do Jira Service Management impendido que a op??o do clone estive habilitada.

Excluindo a mesma no fluxo de NOVO : jira.permission.createclone.denied = true, foi poss?vel que a op??o voltasse a aparecer.

Agrade?o a aten??o de todos.


Tags: cloud

jira-service-management

jira-service-management-cloud
Clear suppression list on free acc
Asked by Sol:

HI.

I\`m using free plan of Jira service management without support ability.

There is currently one e-mail address in suppression list.

Everything is OK with this mail (it receives and sends emails from\\to other mailboxes).

How I can remove this address from the suppression list?


Answers:
author: Andy Heinzer
body: Hi [@Sol](/t5/user/viewprofilepage/user-id/4048047)

Could you please share with us the email address that is not receiving messages from our Cloud services? Once we know that address we can investigate this further.

Thanks

Andy

comments: author: Sol
body: \[redacted\]


author: Andy Heinzer
body: [@Sol](/t5/user/viewprofilepage/user-id/4048047) I found that address was being suppressed, but I was unable to find the original SMTP bounce message. As such I can't say why this happened. I have cleared the suppression from our side.

Should this happen again, please let us know within 30 days of the first message not being received and we should be able to at least learn more about why this happens.

Andy


author: Sol
body: Thanks a lot!


author: Jack Brickey
body: Escalated for investigation

comments: author: Sol
body: thanks a lot


Tags: atl-rvw

cloud

jira-service-management

jira-service-management-cloud
how to stop sending notification when parent ticket is updated
Asked by Kishor Mudhili:

hello friends,

we have created Automation rules to create parent and child tickets. when child ticket is created, we have configure to generate email notification

now the problem is -------- when Parent ticket updated or status changes then child ticket DL getting emails.

it should not happend. it shoud be stoped to sending notifications.

how we can achive it.

![Capture.PNG](/t5/image/serverpage/image-id/297568i13B802B890DBF19D/image-dimensions/578x841?v=v2 "Capture.PNG")


Answers:
author: Jack Brickey
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) , The automation you show above should have no impact on sending a notification to any user associated with the child issues when the parent issue is updated. So either there is another automation that is sending the notifications or the users between the child issues and parent issues overlap. In other words, if you're simply updating the parent issue, and there is no automation at fault for sending the notifications, then any notification is simply coming from the parent update according to the associated notification scheme.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to check the number of service desk agents in our JIRA ?
Asked by Sushmitha:

Hi Team,

I'm not clear with Service Desk Agent system.  
Could you please explain what is Service Desk Agent ?

Who are considered as Service Desk Agents ?

Are all Jira users licensed and considered as Service Desk Agents?

How can we find the total number of Service Desk Agents in our Jira system?


Answers:
author: Dan Breyen
body: Hi [@Sushmitha](/t5/user/viewprofilepage/user-id/4656691) If someone is marked as a 'User' of JSM, they are considered an 'Agent', and using a JSM license.

Someone who is a user in Jira Software but not an Agent with Jira Service Management is NOT using a JSM license but is using a Jira Software license for your Development work.

If you are the System Administrator, you can go to 'Settings / User Management' and you should be able to see who is a user in each specific product. You can also go to the 'Products' tab and see how the specific licensing is broken down by Product. You can also click on a 'Licenced Users' tab to see who does/doesn't have a license to that particular product.

Here's an article that explains the JSM roles: [JSM User Types and Roles](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/)

Hope that Helps.


Tags: jira-service-management

jira-service-management-server

server
How to enable "Show in Sidebar"?
Asked by ronny_zimmermann:

In the service management queues, some users get a symbol to open the topic in sidebar (see picture)

![jirasidebar.png](https://community.atlassian.com/t5/image/serverpage/image-id/297565i16FEBA9922BAED72/image-size/large?v=v2&px=999 "jirasidebar.png")

We tried several OS and Browsers, but it seems to be a user setting. Any idea, how to enable this for all users?


Answers:
author: Paul Wiggers
body: Hello [@ronny_zimmermann](/t5/user/viewprofilepage/user-id/2442302)

What I can find, is that this is only available in the board view in Jira software or as a detail view in a filter result. I can't seem to find anything that relates to the queue view in JSM.

Your screenshot looks like a combination of pictures. Are you sure that the users are seeing this in the queue and not in a filter result?

comments: author: ronny_zimmermann
body: yes, it is definitely in the queue. In the picture I just blurred the content. I also just found articles about this topic related to boards.

It seems, that 30% of the users have this option activated. It is also independent of the project. If a user has the icon in one JSM project, he/she has it in every project. Other users with exactly the same rights don't get it.

made another screenshot without blur

![Screenshot 2023-12-21 at 16.52.52.png](https://community.atlassian.com/t5/image/serverpage/image-id/297785i9A23D72148778DCA/image-size/large?v=v2&px=999 "Screenshot 2023-12-21 at 16.52.52.png")


Tags: cloud

jira-service-management

jira-service-management-cloud