youngmon/atlassian-qna huggingface dataset:
Call in Service management
Asked by Emeline Lagarde:

Hell guys,

We're currently using Zendesk as a customer service tool and we're trying to find another one.

As we already are users of atlassian products, jira service management can be a good one.

Thing is we are using really often voice in zendesk, is there any way to have voice on service management as well ?

Thanks for help,

Emeline


Answers:
author: Dan Breyen
body: Hi [@Emeline Lagarde](/t5/user/viewprofilepage/user-id/1690561) I found[this article](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sms-and-voice-notifications/) from Support on SMS \& Voice notifications using a third party service.

I think that's what you are looking for.

There's also [this request](https://jira.atlassian.com/browse/JSDCLOUD-1362) to add Telephony support that you can vote for and watch for updates.


author: Nikola Perisic
body: Hello [@Emeline Lagarde](/t5/user/viewprofilepage/user-id/1690561)

Jira Service Management doesn't offer the voice functionality. However, here are the pros of Jira Service Management:

* **Customization:** JSM is highly adaptable, allowing you to tailor workflows to your specific needs. This flexibility ensures the tool aligns with your existing processes, regardless of your industry or team structure.

* **Automation:** JSM empowers you to automate repetitive tasks, freeing up your team's time to focus on more complex issues. By setting up rules to handle routine actions, you can streamline workflows and expedite resolutions.

* **Improved Customer Experience:** JSM offers a self-service portal where customers can submit requests, track progress, and potentially find solutions in a knowledge base. This empowers customers and reduces the burden on your support team.

* **Streamlined Collaboration:** JSM fosters collaboration between internal teams. With clear visibility into ticket statuses, assignments, and communication threads, teams can work together effectively to resolve issues.

* **Integration:** JSM integrates seamlessly with other Atlassian products like Confluence, creating a unified project and service management ecosystem. Additionally, it offers integrations with popular tools like Slack and Microsoft Teams, enhancing communication and streamlining workflows.

* **Reporting and Analytics:** JSM provides robust reporting and analytics that give you valuable insights into your service desk performance. You can use this data to identify areas for improvement and make data-driven decisions to optimize your workflows.


Tags: cloud

jira-service-management

jira-service-management-cloud
Linking Confluence Pages (e.g. KB Articles) to JSM Asset Objects (Configuration Items)?
Asked by Josh:

Hello!

Is anyone aware of configurations or Marketplace apps that can allow Confluence pages to be treated like an inbound reference (or similar concept) to an Asset object?

![Linked Confluence Pages.png](https://community.atlassian.com/t5/image/serverpage/image-id/313582i76745A614E36DDF7/image-size/large?v=v2&px=999 "Linked Confluence Pages.png")

This is the opposite scenario to the recently released [EAP/Beta](https://support.atlassian.com/confluence-cloud/docs/display-your-assets-data-on-a-confluence-page/) for displaying assets on a Confluence page. Instead of showing assets on a Confluence page, the thought would be to display Confluence page links on an asset object. This could enable some different scenarios:

1. Conducting an impact analysis when an object is changed (e.g. software application) - which Confluence pages need to be updated?
2. More easily searching Confluences pages related to an object - what troubleshooting articles are available for this model of copier/printer?


Answers:
author: Josh
body: For some extra context, other ITSM tools seem to have this functionality:

1. BMC [Helix](https://docs.bmc.com/docs/BMCHelixRemedyforce/202201/en/knowledge-management-1049117964.html#Knowledgemanagement-linkka_ci)
   1. ![](https://docs.bmc.com/docs/BMCHelixRemedyforce/202201/files/en/1049116464/1049116466/1/1639397105603/ka_linkci.png)
2. [ServiceNow](https://www.servicenow.com/community/service-management-forum/is-there-a-way-to-view-the-knowledge-article-linked-to-a-ci-in/m-p/377344)
   1. ![find_real_file.png](https://www.servicenow.com/community/image/serverpage/image-id/12599i0A21D526F873A5D5/image-dimensions/1700?v=v2&px=-1)
   2. ![find_real_file.png](https://www.servicenow.com/community/image/serverpage/image-id/16044i947FFA9159D9752D/image-size/large?v=v2&px=999)

comments: author: william.huber
body: I am also interested in this. :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Multiple Companies, One Project. Is it possible?
Asked by Marc Goulet:

Hello,

I'm currently in the process of testing out and configuring service management for our three companies.

Our IT department supports all of them and it would be ideal to have oversight on all of them within one Project.

Is this possible?

If not, does anyone in the same boat have recommendations or best practices on how to best configure?

Thank you in advance.


Answers:
author: Ste Wright
body: Hi [@Marc Goulet](/t5/user/viewprofilepage/user-id/5458777)

As in, have 3 separate companies raise requests as customers through the help portal to one JSM Project?

Sure - this is possible.

I assume you want to split up which company each user works for? You can do this using Organizations. Check these help pages as a starting point:

* <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-project-customers-and-organizations/>
* <https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/>

Ste

comments: author: Marc Goulet
body: Hi Stephen!

Thank you for your prompt reply!

That is correct.

Yes that would be idle to split up the users as well.

I'll go ahead and check this out.

Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Smart value depending on email receiver
Asked by Giovanni Casagrande:

Hi, I am using Automation to send an email to Reporter + Request participants. Is there a way to display their name in the email body?

What would I use instead of the smart value below?

Hello {{reporter.displayName}},  
this is to inform you that...

Thanks!


Answers:
author: Patrick Tripodi
body: Hi Giovanni,   

Do you mean you want to include both the Reporter and the Request Participants in the email?   

You could simply use {{issue.Request Participants.displayName}}.   

So in your example

Hello {{issue.reporter.displayName}}, {{issue.Request Participants.displayName}},  
this is to inform you that...  

Cheers,  

Patrick Tripodi  
GLiNTECH

comments: author: Giovanni Casagrande
body: Hi, thank you, this will work nicely. I was actually aiming at having each recipient only see its own name, not all the recipient's.

Also, is there an option to only show the given name?


author: Patrick Tripodi
body: Hi Giovanni,   

There isn't an out of the box way to show the given name only but you can try {{issue.reporter.displayName.substringBefore(" ")}}  

This will return the full name but only show what is before the first space in the full name.   

To send an individual email, you can do the following:

* Your Trigger (I used a manual trigger for the screenshot)
* Use a For Each branch, select Advanced branching
  * For Smart value, enter in {{issue.Request Participants}} (adding the space while typing didn't work for me, so I typed it out and then clicked out and back in and could add the space into Request Participants)
  * Variable name is whatever you want to use, but I used Request
* Send email action
  * To: {{Request.emailAddress}}
  * Subject: Whatever you want to use
  * Content: Hello {{issue.Request Participants.displayName.substringBefore(" ")}},  
    this is to inform you that...
* Then outside of the branch, add another Send email that is sent to the reporter only.  
* ![SCR-20240322-iwoo.png](https://community.atlassian.com/t5/image/serverpage/image-id/313691iECC7BD9556477936/image-size/large?v=v2&px=999 "SCR-20240322-iwoo.png")


author: Giovanni Casagrande
body: Thank you for your help, I would have never come to this by myself!


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM - Developer escalations
Asked by M?lanie Liguet:

Hi,

If I activate the "Developer escalations" functionality this allows people who have the "service desk team" project role to collaborate on tickets.

My problem is that they have access to all the project cards in reading mode.  
Some cards may be confidential

Is it possible that the project role "service desk team" only sees the escalated cards?

Regards,


Answers:
author: Patrick Tripodi
body: Hi Melanie,   

You might want to look into Issue Level Security and you can restrict tickets to certain groups or project roles.   

For example, you can have the default lock all tickets to only your JSM agents (or certain users/groups). Depending on how your escalation works, for example if its a status in the workflow, automation can remove the security level all together opening it up to your "Service Desk Team" project role. They can also remove the security level manually by clicking the lock.  

<https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/>  

Cheers,  

Patrick Tripodi  
GLiNTECH


Tags: cloud

jira-service-management

jira-service-management-cloud
How can we restrict access to the help center portal and make it individualized for customers?
Asked by Support Sensei:

Hello!

Our aim is to give customers access to the help center portal, ensuring that they can only see the portal with access to the forms. We need to ensure that they can't access any other project information.

<br />

In addition, we need to create different accesses to the portal, individualized per client, since we need to have different forms for them. Is this possible? How can we create our client groups, restricting their access to the portal?


Answers:
author: Rilwan Ahmed
body: Hi [@Support Sensei](/t5/user/viewprofilepage/user-id/5458636) ,

Welcome to the community !!

If each customer has different projects, then you can restrict the access from customer permissions section.

1. Go to **Project settings** \> **Customer permissions** (++OR++ **Project settings** \> **Channels** \> **Customer permissions** for *Team-managed service projects*).

2. Under Channel Access, select **Restricted - Only people directly invited to this project can submit requests.**
3. **Save.**

More details in <https://confluence.atlassian.com/jirakb/limit-jira-service-management-visibility-to-customers-on-portal-779160886.html>

comments: author: Support Sensei
body: Hello! Thank you for your help!

we only have one project and we need to create different accesses to the portal for different clients. Is this possible?

Also, how can we create client accesses to the portal, making sure they don't access other information?


author: Rilwan Ahmed
body: For single project, We cannot create different accesses for different clients.


author: Support Sensei
body: Thank you [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) .

One more question. How can we prevent a client from having access to other projects?


author: Rilwan Ahmed
body: Hi [@Support Sensei](/t5/user/viewprofilepage/user-id/5458636)

You need to add only required users to the customer permissions. Steps mentioned in

<https://confluence.atlassian.com/jirakb/limit-jira-service-management-visibility-to-customers-on-portal-779160886.html>


Tags: cloud

customer

customer-portal

forms

jira-service-management

jira-service-management-cloud

portal
Bulk import of organization
Asked by Vaibhav Panchal:

We recently adopted JSM to replace Zoho desk as primary helpdesk solution.

Surprised to see we cannot import our zoho desk customers (Organization in JSM) in bulk.

ITs 400+ and creating them manually isn't good approach.

Supporting Article mentions we can import data for already created organizations but not create them in bulk.

Anyone please suggest way to import them.


Answers:
author: Nikola Perisic
body: Hello [@Vaibhav Panchal](/t5/user/viewprofilepage/user-id/5307301)

I understand your concern. From the pages: <https://community.atlassian.com/t5/Jira-Service-Management/Bulk-Create-Add-Organizations/qaq-p/1803696>

and

<https://community.atlassian.com/t5/Jira-Service-Management/How-to-bulk-import-oganizations-in-my-projects/qaq-p/1341574>

There isn't a way to do this rather than importing them manually.


Tags: cloud

jira-service-management

jira-service-management-cloud
Anonymize agent replies on portal
Asked by Ubaid E:

Hi,

I have question about JSM DC.

I would like to anonymize agent names on portal when they answer in chat.

I know it is possible in cloud just with a click of a button, but haven't been able to find in DC/Server.

Is there a possible workaround?


Answers:
author: Ste Wright
body: Hi [@Ubaid E](/t5/user/viewprofilepage/user-id/5385460)

Is this available in Cloud?

I thought this was related to these suggestions - [JSDCLOUD-3308](https://jira.atlassian.com/browse/JSDCLOUD-3308) / [JSDSERVER-3308](https://jira.atlassian.com/browse/JSDSERVER-3308)

Unless you mean via [profile visibility settings](https://support.atlassian.com/atlassian-account/docs/update-your-profile-and-visibility-settings/)?

---

You could also try [these instructions](https://support.atlassian.com/jira-service-management-cloud/docs/choose-how-notifications-display-the-email-sender-name/). I know these are for Cloud, but worth double-checking in DC.

Ste

comments: author: Ubaid E
body: you're right. I guess I am trying to do as the feature request suggest.

I tried following instructions but it does not work in DC.  
/Ubaid


author: Ste Wright
body: Hi [@Ubaid E](/t5/user/viewprofilepage/user-id/5385460)

It might not be possible right now, I'm afraid!

Ste


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Domain Claim of inactive Domain in other Atlassian Org
Asked by L M:

Hello

We got the issue that our Domain has been claimed by a different part of our Organization that does not exist anymore and the Admin cannot be reached. Since they added the TXT Entry in our DNS, we were able to remove it, and according to Documentation, it should not cause their Domain Claim to become "Unverified". How long does a Domain Claim need to be Unverified until we can claim the domain with our own TXT?

Thank you.


Answers:
author: Ste Wright
body: Hi [@L M](/t5/user/viewprofilepage/user-id/5378726)

Has the Admin left your business? Could you reactivate their email address and login to remove the domain from the other Organization?

If still an issue, I'd recommend contacting Atlassian Support for more assistance - you can do that from here: <https://support.atlassian.com/contact/#/>

Ste

comments: author: L M
body: Hi [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470)

Your answer implies that the Domain needs to be manually unclaimed in the Jira Org. Does that mean just removing the TXT record will not cause the Domain to get unclaimed automatically after a while?

Thank you.


author: Ste Wright
body: Hi [@L M](/t5/user/viewprofilepage/user-id/5378726)

Instructions below for removing domains - have you followed these steps?

<https://support.atlassian.com/organization-administration/docs/remove-domains-and-products-from-your-organization/>

Ste


author: L M
body: Hi [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470)

We currently don't have access to the Atlassian Organization. Only to the DNS. So there is no way for me to do this.

Kind regards


author: Ste Wright
body: Hi [@L M](/t5/user/viewprofilepage/user-id/5378726)

Could you reactivate the previous Admin's email address and login to remove the domain?

Alternatively, I'd recommend contacting Atlassian Support for more assistance - you can do that from here: <https://support.atlassian.com/contact/#/>

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
compile url containing email address in custom field
Asked by Michael Nassette:

We have an external system to which we want to provide direct links from within support requests we create in JSM.

We can navigate to different objects within this system based on url fragments which we can add to a custom field with a default url fragment linking to the system itself, and a variable which we create and add to the custom field using automations.

This setup works for almost all the objects we have in this system, except for users. The user object we use on this system is the email address, which allows us to navigate to a user through an url which looks like:

<https://system.io/user@domain.com>

Configuring a single line free text field using the wiki style renderer, and populating it with a value through an automation will create a mailto: link rather than a url

In the automation, we set the field value to: \[{{reporter.emailAddress}}\|<https://system.io/{{reporter.emailAddress>}}\]

If we try the same setup but with a url field instead of a free text field, it also results in a mailto: link rather than a url. The field value would be slightly different set in the automation:  
<https://system.io/{{reporter.emailAddress>}}

Is there some way we can force this as a url rather than a mailto: link?


Answers:
author: Dexter de Vera
body: Can you show us sample output for both.

comments: author: Michael Nassette
body: Using the single text field, the output (rather field value) is:  
\[[user@domain.com](https://system.io/user@domain.com)\|[https://system.io/](https://system.io/%7B%7Breporter.emailAddress)[user@domain.com](https://system.io/user@domain.com)\]

The \[ \| \] will be displayed in the output, the link itself will resolve at <mailto:user@domain.com> instead of [https://system.io/](https://system.io/%7B%7Breporter.emailAddress)[user@domain.com](https://system.io/user@domain.com)

When using the url field, the outpu/field value is:  
[https://system.io/](https://system.io/%7B%7Breporter.emailAddress)[user@domain.com](https://system.io/user@domain.com)

We observe the same behaviour in the url field as we see with the free text field, it will resolve at <mailto:user@domain.com> instead of [https://system.io/](https://system.io/%7B%7Breporter.emailAddress)[user@domain.com](https://system.io/user@domain.com)


author: Dexter de Vera
body: Try to use this - <https://system.io/{{#urlEncode}}{{reporter.emailAddress}}{{/>}}


Tags: automation

cloud

custom-field

email

jira-service-management

jira-service-management-cloud

url
One time recovery link does not work
Asked by Pang Nganthavee:

I've recently requested for a one-time recovery link for another Bitbucket account of mine as I accidentally deleted the associated account on my authenticator app. However, clicking on the link just redirects me to the login page and once I enter by email and address, it just prompts to me to enter a verification code which I no longer have access to.

Is there another way I can potentially recover my account?


Answers:
author: Patrik S
body: Hello [@Pang Nganthavee](/t5/user/viewprofilepage/user-id/5176556) ,

Welcome to Atlassian Community!

I think you might be being prompted for the Atlassian Account 2SV and not the Bitbucket 2FA(see [Difference between Atlassian 2SV and Bitbucket 2FA](https://confluence.atlassian.com/bbkb/difference-between-atlassian-2sv-and-bitbucket-2fa-1142451057.html)). If in that account you had the Atlassian 2SV enabled, you might need to reset it as well following the instructions outlined in [Login issues related to 2SV](https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/#Your-emergency-recovery-key-doesn--x27-t-work-or-you--x27-ve-lost-it).

I've checked internally for the bitbucket account associated with the email you used to post this question, and I currently don't see any record of Bitbucket 2FA resets for that particular account.

Could you please confirm if the email of the account you are trying to access is the same email as your community account?

If the email is different, we kindly ask you to post a new question using the email where you are facing the issue so we can assist you further.

Thank you, [@Pang Nganthavee](/t5/user/viewprofilepage/user-id/5176556) !

Patrik S


Tags: bitbucket-cloud

cloud
repositories disappeared
Asked by Avinash68:

Hi!

I wasn't working on bitbucket for a long time and my repositories disappeared.

My bitbucket repositories where located here: \<redacted for privacy\>

How can I get it back?


Answers:
author: Patrik S
body: Hello [@Avinash68](/t5/user/viewprofilepage/user-id/5176595) ,

I've checked internally and confirmed the email you used to post this question indeed has access to the workspace you mentioned (I've removed the workspaceID from your description for privacy reasons).

Is there any specific repository you would expect to see in that workspace that is not showing up?

Thank you, [@Avinash68](/t5/user/viewprofilepage/user-id/5176595) !

Patrik S

comments: author: Avinash68
body: Hi [@Patrik S](/t5/user/viewprofilepage/user-id/4603309)

Thank you for your response.

Actually, I was checking into another workspace. I was unaware of switching workspaces.

Now I can see all my repositories

Thank You

Avinash


author: Fabio Racobaldo _Herzum_
body: Hi [@Avinash68](/t5/user/viewprofilepage/user-id/5176595) ,

welcome to the Atlassian community!

Usually that happens when you a free subscription and you don't access for a long time. Btw, my suggestion is to contact the Atlassian support through the following link <https://support.atlassian.com/contact/#/>

Hope this helps,

Fabio


Tags: bitbucket-cloud

cloud
Spam attack on issue tracker
Asked by bmorel:

Hi. I have the same problem on <https://bitbucket.org/bmorel/autorealm/issues> and could not find a way to do bulk marking or erasing.

I tried to mark 2 of them as spam, but there's more than 200 and bitbucket is slow as hell, so this requires something like 30s here to do that, and the spam is still around, so this have little to no effect.

The spam IDs start from #59 to #281 and I just found out how to disable anonymous people rights to spam me. I do not understand why this "feature" was enabled, though, it's a very terrible default setting, and I'm pretty sure I would not have kept it enabled, so this must be a new "feature" of bitbucket.


Answers:
author: Theodora Boudale
body: Hi [@bmorel](/t5/user/viewprofilepage/user-id/5173879),

Thank you for reaching out.

Just a heads up, I moved your post to a new question for easier tracking.

Before we proceed, please make your issue tracker private to prevent the creation of new spam issues. Let me know once you do that, and I will then ask the development team to mark as spam the issues with id-s #59 to #281 (let me know if the range has changed.)

I will post an update here once this problem is mitigated and when it's safe to make your issue tracker public again.

Kind regards,  
Theodora

comments: author: bmorel
body: Hello.

Done.


Tags: bitbucket-cloud

cloud
Cannot publish to Apple Store while App Center is down
Asked by wesley:

For the past two days there has been this announcement:

"App Center is experiencing issues with Bitbucket authentication. We apologize for the inconvenience while we work to resolve this issue."

<https://status.appcenter.ms/incidents/4q9q7hdbsdk6>

Until this is resolved we cannot access bitbucket repository as code source, which prevents us from publishing to the Apple App Store. Is anyone else experiencing the same issue and what is a workaround?


Answers:
author: Malith Tennakoon
body: We have been experiencing the same issue.


Tags: bitbucket-cloud

cloud