youngmon/atlassian-qna huggingface dataset:
At least one object type needs to be enabled in order for the import to be enabled
Asked by Pit87:

I'm managing assets and try to create new structure and data.

I did an export from my ObjectType to get the template to allow me to import other items.

On configuration Import section I have create a new import rule.

The Test Configuration worked but after I cannot run it, the error is :

At least one object type needs to be enabled in order for the import to be enabled

What you will suggest to resolve this issue or to import massively my data?

Thank you


Answers:
author: Dirk Ronsmans
body: [@Pit87](/t5/user/viewprofilepage/user-id/5389573) ,

When you create you import it consists of multiple parts.

1. Your general import settings (source)
2. Your object type mappings (where you say what from the source needs to go to the object type/attributes)

When you create the mappings the object type mapping is created as disabled. So you need to click next to it and enable both the general import configuration and at least a single object type underneath so the import knows where to send the data to.


Tags: cloud

jira-service-management

jira-service-management-cloud
Import CRM objects from Microsoft Dynamic in Assets.
Asked by Atlassian Admin:

We have the following requirement:  
import CRM objects into Microsoft Dynamic in Assets.  
It's possible to do it?  
suggestion on how to proceed? What are the necessary steps?


Answers:
author: David Bakkers
body: > It's possible to do it?

It sure is.
> suggestion on how to proceed?

We suggest proceed to reading the [Import objects into Assets for Jira Service Management](https://support.atlassian.com/jira-service-management-cloud/docs/import-objects-into-asset-in-jira-service-management/) documentation.
> What are the necessary steps?

The documentation describes the steps.

Have fun!


Tags: cloud

jira-service-management

jira-service-management-cloud
Why user can't Request via portal form ?
Asked by Amity Support:

Why user can't Request via portal form ?

Error follow tis pic :

![65121b219cd54a25b8fa41b4e4c27d21.png](https://community.atlassian.com/t5/image/serverpage/image-id/297342iB166580B48E92605/image-size/large?v=v2&px=999 "65121b219cd54a25b8fa41b4e4c27d21.png")

This is currently setting :

![b49171b56fef400ba151c35ab9f58687.png](https://community.atlassian.com/t5/image/serverpage/image-id/297341iB3D45A679AC342C7/image-size/large?v=v2&px=999 "b49171b56fef400ba151c35ab9f58687.png")

This log that i found

![f6fb8c41b66e40cc81afa84d469bcbcd.png](https://community.atlassian.com/t5/image/serverpage/image-id/297343iA6CA72745EABA168/image-size/large?v=v2&px=999 "f6fb8c41b66e40cc81afa84d469bcbcd.png")

how can i fix this issue


Answers:
author: Paul Wiggers
body: Hello [@Amity Support](/t5/user/viewprofilepage/user-id/5384383)

Have you checked the Customer access permissions? Perhaps a new user tries to enter the form and is not allowed to create an account

![Screenshot 2023-12-20 162347.png](https://community.atlassian.com/t5/image/serverpage/image-id/297603i5923B955CB353CE3/image-size/large?v=v2&px=999 "Screenshot 2023-12-20 162347.png")  

We have disabled the feature but if you check "Customers can access and send requests from the portal without logging in", then everyone should be able to send in the request forms.  

Also, there is a warning in your environment about configuration problems (as shown by the pop-up). Make sure that you those problems don't interfere with your workflow.  

Please let me know if you have additional questions.


Tags: cloud

jira-service-management

jira-service-management-cloud
avoid automatic email reply for a specific email address?
Asked by Marco Martinato:

I have set the Jira support portal to send an automatic response email upon receipt of tickets via email,  
is there a way to prevent a specific address that writes to that email from receiving notification of tickt  
receipt.

Thank you for support and have a nice day :)


Answers:
author: Marc - Devoteam
body: Hi [@Marco Martinato](/t5/user/viewprofilepage/user-id/5220642)

No this can't be done.

A workaround is to set a rule on the mailbox receiving the email, but in JSM (Jira) it is not possible to exclude certain mail address from receiving a notification.

You can turn this oof, but then its off for all.


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset & Configuration Management Module: Add in JIRA Service Management Standard Plan
Asked by S Jena:

If we will go for JIRA Standard plan for JIRA Service Management,

Can we add only Asset \& Configuration Management Module in JIRA standard Plan?

Can we add configure item in change management, with the out-of-the-Box JIRA service management standard plan?

Please suggest the steps.

Thanks

Swopna


Answers:
author: Marc - Devoteam
body: Hi [@S Jena](/t5/user/viewprofilepage/user-id/5288802)

No you can't get Assets as an addition to the Standard plan, Assets is only included in premium or enterprise plans.

comments: author: S Jena
body: Thanks [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) for the confirmation

Do we have any option, how to add configure item in change management, with the out-of-the-Box JIRA service management standard plan?


author: Marc - Devoteam
body: Hi [@S Jena](/t5/user/viewprofilepage/user-id/5288802)

You can create a single select custom field or fields, you can't have the dependent upon each other in creating a request.

JSM has all ITIL components, it's not devided per component like other ITSM tools


author: S Jena
body: [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) Thanks for the update


Tags: cloud

jira-service-management

jira-service-management-cloud
Out-of-the-box Service Request management in Jira Service Management : Prerequisites & Feature List
Asked by S Jena:

We are planning to share POC to our client of Out-of-the-box Service Request Management in JIRA Service Management.

Please share the Prerequisites \& Feature List for the Out-of-the-box Service Request Management.

How can we get the Sandbox/Test instance access in JIRA, kindly share the steps for POC.

Thanks

Swopna


Answers:
author: Marc - Devoteam
body: JSM doesn't exist of modules, but pf plans Free, Standard, Premium or Enterprise.

It's not built like ServiceNow where you but ITLI related modules.

You can start with JSM on Cloud anytime, just setup the instance online, this is free plan, so options are limited.

See features listed per plan [here](https://www.atlassian.com/software/jira/service-management/pricing)

Starting with a free plan can be done [here](https://www.atlassian.com/software/jira/service-management/free) and upgrading to a paid plan (this can be done later)


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation to move email request tickets
Asked by Ayush Lawania:

Hey,

I need an automation to move email request received from a few particular email addresses or contains particular keyword to a particular status.

Case1: If an email request is received from info@abc.com, then I would like to move this ticket to closed status.

Case 2: If an email request is received with keywords like, RE: test ticket, so I want to move the tickets which contains "RE" to the closed status.

How can I achieve these two.

Thanks in advance.


Answers:
author: Eugenio Onofre
body: Hi [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132)

You can achieve it by using [Atlassian Automations](https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/).

![Screen Shot 2023-12-20 at 19.05.58.png](https://community.atlassian.com/t5/image/serverpage/image-id/297676i4799AC299EF09CC2/image-size/large?v=v2&px=999 "Screen Shot 2023-12-20 at 19.05.58.png")

You need to create an automation that will have:

* Trigger: issue created
* Conditions: check reporter field value
* Action: transition ticket to CLOSED

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: Ayush Lawania
body: thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Time to First Response - SLA timer not ticking down
Asked by James Keenan:

Hey everyone.

I have setting up a new service desk and want to set up and SLA that ensures issues raised by customers get a response in an acceptable time period based on the priority.

I have set a single SLA up for now that says highest priority tickets should get a response within 12 hours. (See attached) The timer should start once the issue has been created.

This seems to be in place but the timer is not ticking down when you view the queue (See attached) Any ideas?

I sent a ticket from another email address to see if me raising tickets for myself as part of a test was the issue but the timer still just sits at 12h.

Many thanks for the help in advance.

![Screenshot 2023-12-19 at 06.57.10.png](/t5/image/serverpage/image-id/297313i133F51C6375FF6A0/image-size/large?v=v2&px=999 "Screenshot 2023-12-19 at 06.57.10.png")![Screenshot 2023-12-19 at 06.57.20.png](/t5/image/serverpage/image-id/297312i033FC467EF8463D4/image-size/large?v=v2&px=999 "Screenshot 2023-12-19 at 06.57.20.png")


Answers:
author: James Keenan
body: Solved. I realised I was actually posting this outside of the 9-5 time frame so the clock wouldnt have started. :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Exporting to Excel
Asked by Demerle Lewis:

Hello,

I am attempting to export open issues to excel using a macbook but it continues to open up using Numbers. Can anyone assist by providing me with instructions to keep Numbers from being the default when I export?

Thank you in advance.

Demerle L.


Answers:
author: Odd_lynice
body: Hi Demerle,

I tried replicating this on my MAC and seems like it defaults to Numbers but what you can do so that you can still open the file on Excel is \>\>\> go to downloads \>\> look for the file \>\> right click \>\> open file with \>\> select excel.

Not ideal but still allows you to open files in the desired application.

![Screenshot 2023-12-19 at 11.22.16 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/297302i6922AAB394ED12D1/image-size/large?v=v2&px=999 "Screenshot 2023-12-19 at 11.22.16 AM.png")

Theodore

comments: author: Odd_lynice
body: Another trick I found

Go to download \>\> click on file \>\> get Info \>\> open with \>\> select Excel \>\> change all.

Hope that saves the day and does the trick ;)

![Screenshot 2023-12-19 at 11.27.53 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/297303i821FA87AE050EC9F/image-size/large?v=v2&px=999 "Screenshot 2023-12-19 at 11.27.53 AM.png")

Theodore


author: Demerle Lewis
body: Thank you! I appreciate the response and yes this does help.


Tags: cloud

jira-service-management

jira-service-management-cloud
Moving ticket to new project losing field data
Asked by John Lombardo:

Hello,

I am not very experienced in moving tickets across projects, as I have tried to avoid it under most circumstances.. But I have a situation where I need to move some tickets individually.

I read some documentation that states you need to make sure you have the same field in the source ticket issue type and the destination. And I do have that but for some reason it is still not working. For example, I have a field label "phone number2" in the Request Form of the source ticket and in the Issue view of the destination project/ticket.


Answers:
author: Mikael Sandberg
body: Is the project you are moving the request/issue to a company managed project or a team managed project? If it is a company managed project, does the field have a configuration that is specific for the target project?


Tags: cloud

jira-service-management

jira-service-management-cloud
Request Participant empty when printing issue
Asked by Ismail Sanni:

Hi Guys,

Is there a reason why the request participant is always empty when i try to print out a Jira Service Management ticket? Is there a way to fix this, thanks. ![Screenshot 2023-12-18 153812.png](/t5/image/serverpage/image-id/297251i2B4F00F8891BE492/image-size/large?v=v2&px=999 "Screenshot 2023-12-18 153812.png")


Answers:
author: Dan Breyen
body: Hi [@Ismail Sanni](/t5/user/viewprofilepage/user-id/4708949) the same thing happens on my system. I did a quick look on Atlassian's Jira site and couldn't find anything related. It's possible I missed it.

I would say it's something you probably want Atlassian to look at. Feel free to open a Support ticket @ support.atlassian.com/contact and see what they say.

My Organizations is also blank if I'm using it on my ticket.

HTH

comments: author: Ismail Sanni
body: Did you also send a ticket to them?


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer not able to see submitted from other users in organization
Asked by Hayden Moser:

I have a customer whose account is unable to find submissions submitted by another co-worker under the same organization. This customer provided me her login credentials and I confirmed that there were quite a few submissions not showing up for her (which I also confirmed were submitted by her co-worker in the same organization). I only was able to get one of the missing submissions to show up on her account once I added her as a "Request participant" to the original submission by her co-worker.

This organization uses email to submit tickets, but I can't figure out why they aren't coming up on her account. Can someone please provide guidance/assistance?


Answers:
author: eugenio_onofre
body: Hi [@Hayden Moser](/t5/user/viewprofilepage/user-id/5389223)

Welcome to the Atlassian Community.  
By default, tickets are only visible to their reporters unless the configuration is changed in JSM. To achive it, there are two steps to be followed:

1. Organize your customers users into organizations:  
<https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/>

2. Change your JSM Project configuration to allow tickets to be visible for the organization under Global configurations \> Applications \> Jira Service Management Configuration

IMPORTANT: in case only specific requests can be shared among users of same organization, you should allow users to share only with their organization pairs under Project Settings \> Customer Settings \> Who can customers share requests with

Please do not forget to accept this answer in case this helps you solve your question as it may help other users from the community.

Regards!

comments: author: Hayden Moser
body: Hi [@eugenio_onofre](/t5/user/viewprofilepage/user-id/5002338) ,

I can't find any setting option for "Global Configurations", can you please specify exactly where this setting is?

We already have this customer added as their own organization.


author: eugenio_onofre
body: Are you a Jira Admin?


author: Hayden Moser
body: I am. Neither myself nor our company's primary administrator who set everything up with Jira can find a setting called "Global Configurations".

I do see the word "Global" along with other settings inside Jira Service Management:

1. Settings \> System \> "Global permissions"

2. Settings \> System \> "Global automation"

But other than that, no "Global configuration". If I'm missing a step here and am looking in the wrong spot, please provide a step-by-step from the start and I would super appreciate it!


author: Hayden Moser
body: [@eugenio_onofre](/t5/user/viewprofilepage/user-id/5002338) any suggestions?


Tags: cloud

jira-service-management

jira-service-management-cloud
Does Jira have a custom field or any app that I can use to input Signatures?
Asked by Gustavo Moraes:

I need a field like this one to use in one of my ticket templates, but I can't find it anywhere.  

![2023-12-18_15-25-08.png](/t5/image/serverpage/image-id/297247iA2B87FFCF906B224/image-size/large?v=v2&px=999 "2023-12-18_15-25-08.png")

Thanks for your time!


Answers:
author: Mikael Sandberg
body: It looks like [Contract Signatures for Jira](https://marketplace.atlassian.com/apps/1228345/contract-signatures-for-jira?hosting=cloud&tab=overview) has a signature field that you could use. There are also other apps in the Marketplace that allows for e-sign, but it doesn't look like they have draw field.


Tags: cloud

jira-service-management

jira-service-management-cloud
Bot?o "My Approvals" sumiu do portal
Asked by Fabiola Spina:

Ol?,  

Foi realizada alguma atualiza??o no portal do cliente?

o bot?o sumiu para toda a instancia, mesmo testando por um link direto a fun??o deixou de exeistir :(   

![Screenshot 2023-12-18 164936.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/297242i5A077DEC4819118A/image-size/large?v=v2&px=999 "Screenshot 2023-12-18 164936.jpg")


Answers:
author: Fabiola Spina
body: ![Screenshot 2023-12-18 164936.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/297241iE94834B4B2DC921B/image-size/large?v=v2&px=999 "Screenshot 2023-12-18 164936.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer notifications count as automation?
Asked by alejandra.jimenez:

Hi there,

As you know automation rules have a certain number of executions per month, so we are trying to adjust our rules to that number, but I want to know if the default **customer notifications**also use them and count as one execution?

Hope you can help me with my question :)


Answers:
author: Mikael Sandberg
body: Hi [@alejandra.jimenez](/t5/user/viewprofilepage/user-id/5296299),

Welcome to Atlassian Community!

No, customer notifications do not count towards the automation limit, that limit is only for automations, nothing else.

comments: author: alejandra.jimenez
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) thank you :D


Tags: cloud

jira-service-management

jira-service-management-cloud
Difference between CreateDate and SLA Date
Asked by Bot User:

Currently I'm working on SLA's project, reviewing an issue created this has a Createdate totally different to the SLA First Response. Our team works around the world, also the Time zone in our Jira is New York (GTM-05:00) and the calendar of this SLA has GTM-08:00.  

Additionally, "Initial Response" met when an new comment is added to the request and this happens because of there is an automation rule that post a comment immediately when the issues is created, so I understand that both should have the same date.  

![SLA.png](/t5/image/serverpage/image-id/297245i1AB460CB149C36FA/image-dimensions/228x139?v=v2 "SLA.png")  

I'd like to know if this happens regarding with a difference between user's Time Zone and Jira Instance. Any idea? Thanks a lot.


Answers:
author: Bilal Mughal
body: CreateDate is the timestamp of issue creation, while SLA Date reflects the deadline set by Service Level Agreements for issue resolution. CreateDate is fixed, while SLA Date is dynamic based on predefined time expectations


author: Bot User
body: This is another example, it?s calculating at two different times.  

![SLA -2.png](https://community.atlassian.com/t5/image/serverpage/image-id/297252iCF45FA25739D81FB/image-size/large?v=v2&px=999 "SLA -2.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Reporter notifications on an issue created with an automation rule do not work
Asked by Fco_ Javier Blanco Gonz?lez:

Hello, I have encountered an issue with an automation in JSM where it has an assignee as a reporter and several participants, and none of them receive notifications, nor does the issue appear in their customer portal. What could be the cause?

All notifications are enabled, and with issues created by other clients, we set these other clients as participants, and they work correctly and can see the issues in their customer portal.


Answers:
author: Igor Medeiros - Modus Create
body: Hi [@Fco_ Javier Blanco Gonz?lez](/t5/user/viewprofilepage/user-id/5344620)

If you are still looking for alternatives, our app [Notification Assistant for Jira](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview) may be able to assist you with improving notification handling in Jira.

Feel free to reach out!


author: Joseph Chung Yin
body: [@Fco_ Javier Blanco Gonz?lez](/t5/user/viewprofilepage/user-id/5344620) -

Welcome to the community. When you use automation rule to send custom emails to the assignee and participants via the "Send Mail" action, you need to make sure that your org is not blocking emails coming into your env from your JSM site. Another thing will be ensure your custom email recipients don't have filtering setup in his/her email client app where JSM emails are being filtered out.

Those emails will never be posted in the portal UI, because in the JSM portal UI (once the issue is created), only public comments are being posted along with the status changes of the issue.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Team-Managed Project: Issue Layout with Tabs
Asked by Brady Rau:

Is it possible to create tabs for the issue layout in a team-managed project?


Answers:
author: Robert Wen_ReleaseTEAM_
body: Hello [@Brady Rau](/t5/user/viewprofilepage/user-id/5389014) ! Welcome to the Atlassian Community!

It doesn't appear so.

comments: author: Brady Rau
body: Thank you for the quick response. I did some research and wasn't able to come up with anything either.


Tags: cloud

jira-service-management

jira-service-management-cloud
?Es posible limitar las opciones mostradas de un campo de selecci?n m?ltiple seg?n info del Cliente?
Asked by Geanfranco Chavez - MS4M:

Lo que estoy buscando es una manera de que, al momento llenar el campo de "Organizaci?n" en una solicitud, el cliente solo pueda visualizar como opciones de ese campo las organizaciones a las que ha sido asignado en el apartado de "CANALES Y PERSONAS" que hay en el proyecto


Answers:
author: eugenio_onofre
body: Hola [@Geanfranco Chavez - MS4M](/t5/user/viewprofilepage/user-id/5389002)

Bienvenido a la Comunidad Atlassian.

Desafortunadamente, no es posible restringir las opciones de un campo de selecci?n a depender de los detalles del cliente con las funcionalidades default de Jira.

Por favor, no te olvides marcar esa respuesta como acceptada en caso de que te ayudes a solucionar tu problema

Gracias!


Tags: cloud

jira-service-management

jira-service-management-cloud