youngmon/atlassian-qna huggingface dataset:
How to create separate service desk portal for different clients/customers
Asked by Lakshmi Kumari:

Hi,

Initially I was asked to create one common service desk portal for multiple clients with separate links meant specifically for a particular client but now they need separate portal for different clients and I have never done that before.

Please provide steps to create separate portal all together for multiple clients.

Regards,

Lakshmi


Answers:
author: Sharu - Empyra
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

To create a separate portal for each customer, then you must create a separate JSM project. So, each JSM project comes with their own customer portal.

Hope this helps!

Thanks,

Sharu

comments: author: Lakshmi Kumari
body: Hi Sharu,

Initialy when the requirement was different, I checked the box with the option, "share settings with the exisiting project" so customers are able to see the portal login page of other customers too which is now causing confusion. Now I have been told to create separate login page for each customers..

So creating a separate JSM project is the only option now ?

![Screenshot 2024-02-13 at 12.47.24?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/306009i66983DD8D6B3CF88/image-size/large?v=v2&px=999 "Screenshot 2024-02-13 at 12.47.24?PM.png")


author: Sharu - Empyra
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

You can restrict the customers from viewing the other customer portal by using adding customer permission options in the JSM projects. Here are the few articles related to it.

[Manage your customers \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/)

And yes, you must have a different project to have a different customer portal.

Hope this helps!

Thanks,

Sharu


author: Lakshmi Kumari
body: Hi Sharu,

I wanted to turn off the option of "Allowing customers to see each other" in the customer permission section but I dont have such option. I have attached snapshot for your reference. I see "customer sharing" options which i dont need at all.

![Screenshot 2024-02-13 at 1.52.06?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/306021i19B03441EEB04866/image-size/large?v=v2&px=999 "Screenshot 2024-02-13 at 1.52.06?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add Custom Field Smart Value in automation
Asked by Jira Admin Team:

Hi i want to add a custom field "Purchase Order No" on global automation to create linked issue to other issue.

What the appropriate smart value need to call the purchase order no custom filed

I try "Purchase Order No." \~ {{issue.customfield_10281.value}}

But this not working it always having error like this ![erro.png](/t5/image/serverpage/image-id/305985iBB037BC8744C62E5/image-size/large?v=v2&px=999 "erro.png")


Answers:
author: Joseph Chung Yin
body: [@Jira Admin Team](/t5/user/viewprofilepage/user-id/5412123) -

Welcome to community. Try the following syntax - {{issue.My custom field name}}. In your rule, if you are using smart value in your JQL stmt, then you'll need to make sure it evaluates to a proper JQL.

I would recommend to use the Log Action to try to create you JQL string and then test out the JQL manually to make sure it's valid. e.g you might need to add quotes around the JQL to make it work in some cases

e.g.

assignee = '{{issue.your custom field name}}'

I assumed that the custom field is a string?

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Jira Admin Team
body: Thanks Mr. [Joseph Chung Yin](https://community.atlassian.com/t5/user/viewprofilepage/user-id/396739)


author: Joseph Chung Yin
body: [@Jira Admin Team](/t5/user/viewprofilepage/user-id/5412123) -

You are welcome. if my suggestion helped you, please click on "Accept answer" when you have a chance, so others with similar asks will find this posting as an answered one.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Use the REST Api to pull COMMENT attachments from an issue
Asked by Fabian Dittrich:

Pulling regular attachments attached directly to an issue is no problem.

When parsing comments though, this is how comment attachments are returned by the API:

____

"body"=\>

{"type"=\>"doc",

"version"=\>1,

"content"=\>

\[{"type"=\>"paragraph", "content"=\>\[{"type"=\>"text", "text"=\>"Hi ABC,"}\]},

{"type"=\>"paragraph",

"content"=\>

\[{"type"=\>"text",

"text"=\>

"TEXT ABC?"}\]},

{"type"=\>"mediaSingle",

"content"=\>\[{"type"=\>"media", "attrs"=\>{"type"=\>"file", "id"=\>"**5ac80cf3-82b7-4f59-a015-09dcbc3f18de**", "collection"=\>"", "width"=\>2534, "height"=\>266}}\],

"attrs"=\>{"layout"=\>"align-start"}},

{"type"=\>"paragraph", "content"=\>\[{"type"=\>"text", "text"=\>"Many thanks"}\]}\]},

___

Only the bold id **5ac80cf3-82b7-4f59-a015-09dcbc3f18de**is returned, no filename, no URL and there seems to be no way to access an attachment with the above ID.

How can I get more info from the API about comment attachments?


Answers:
author: Hariharan Iyer
body: Hi [@Fabian Dittrich](/t5/user/viewprofilepage/user-id/5428088) ,

There doesn't seem to be a way to do this using the v3 API. However with the v2 API it seems possible, albeit in a convoluted way. e.g. with this URL

```
'https://xxxx.yyyyy.net/rest/api/2/issue/zzz-9?fields=comment,attachment'
```

I get the following (output snipped for brevity)

```
"fields": {
"attachment": [
{
"self": "https://xxxx.yyyy.net/rest/api/2/attachment/10000",
"id": "10000",
"filename": "Screenshot 2024-02-07 at 9.02.56?PM.png",
...
"comment": {
"comments": [
{
"self": "https://xxxx.yyyy.net/rest/api/2/issue/10030/comment/10017",
...
"body": "!Screenshot 2024-02-07 at 9.02.56?PM.png|width=1248,height=727!\n\ntesting attachment",
```

Now you can correlate the content in *body* with the *filename* in *attachment* and use the url in the *self* field therein to download the actual attachment.

I know it's not the cleanest approach, but seems like the best we can do with what's available.

Hope that helps!

comments: author: Hariharan Iyer
body: One other caveat - this would only work if the filenames are unique.


Tags: cloud

jira-service-management

jira-service-management-cloud
Extract different email addresses from submitted ticket and send a form to the different emails
Asked by Kay:

I want users to be able to fill in some email addresses(including the reporters' email address)in a request form, submit the ticket and automation to send a form to the email addresses for the users to fill and submit. the submitted form should be attached to the original/root issue.

Is this functionality possible within Jira service management?


Answers:
author: Brant Schroeder
body: [@Kay](/t5/user/viewprofilepage/user-id/5428035) are you trying to send JSM forms to everyone?


Tags: cloud

jira-service-management

jira-service-management-cloud
Add internal comment to linked issue when status changes
Asked by George Abdo:

Hi All,

We have a process where when an issue is logged by a customer which requires a software patch, we raise a ticket with the developers project and link the two tickets.

We are trying to see if there is a way to automate the creation of internal notes in the parent ticket whenever a status has changed in the linked developers ticket.

Basically to say something like DEV-123 has transitioned from TRIAGE to UAT TESTING or whatever the status is.

George


Answers:
author: Vando Goncalves (e-Core)
body: Hi [@George Abdo](/t5/user/viewprofilepage/user-id/5303873) !

You can achieve that through an Automation like the following:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/305975i4C3729C8E75D8DB7/image-size/large?v=v2&px=999 "image.png")

You can either use the Linked issue branching, or the parent issue.

From the scenario you said, I think the Linked Issue will work.

comments: author: George Abdo
body: Thanks [@Vando Goncalves (e-Core)](/t5/user/viewprofilepage/user-id/2252631)

I will test this in our sandbox environment. It looks like the logical process.  
I'll confirm if it works as expected.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Validating Custom IP Address Field in Jira Cloud through Automation
Asked by Ali Forootaninia:

Hello Jira Community,

I've recently created a custom IP Address field in Jira Cloud and I'm looking to validate its value across various actions such as creation, editing, assigning, and transitioning issues. To achieve this, I intend to set up automation rules. However, I'm uncertain about the appropriate trigger action to use.

Currently, I'm considering using "Field value changed" as the trigger. Could someone please advise on the most suitable action to pair with this trigger to effectively validate the IP Address field?

Any insights or suggestions would be greatly appreciated.

Thank you!


Answers:
author: Ignacio Aredez GenAI Expert
body: To validate a custom IP Address field in Jira Cloud with automation, follow these steps:

Trigger: Use "Field value changed" for the IP Address field.  

Validation Logic  
Direct regex validation within Jira Cloud automation for IP addresses is not natively supported. Instead, consider these approaches:

External Validation via Webhook: Implement a "Send web request" action to validate the IP address against an external service. This service would perform the regex validation and return a response indicating success or failure.  

Manual Checks: If external integration is not feasible, opt for manual checks or notifications to responsible parties to verify the IP address manually.

<br />

Actions on Failure:  
Add a comment detailing the validation error.  
Optionally, notify stakeholders or transition the issue for correction.  
This approach ensures your IP Address field values are consistently validated without direct regex support in Jira Cloud.


Tags: cloud

jira-service-management

jira-service-management-cloud
Autopopulate Slack channel name on Organization field on Jira ticket
Asked by Manjula Arudappa:

When my client submits the ticket on Slack, and the ticket gets Autocreated on Jira, I want the Slack channel name on which the Client requested to create ticket to be auto-populated on the Organization field on the created JIRA ticket, how can I achieve this ?


Answers:
author: Odd_lynice
body: Hi [@Manjula Arudappa](/t5/user/viewprofilepage/user-id/4709369)

I hope the recommendation made in this community post helps you achieve your end goal.

[Get the slack channel name in a field of the ticket](https://community.atlassian.com/t5/Halp-questions/Get-the-slack-channel-name-in-a-field-of-the-ticket/qaq-p/2077115)

Theodore


Tags: cloud

jira-service-management

jira-service-management-cloud
Comment mettre des restrictions sur le portail dans Jira Service Management
Asked by Mohamed Mbaye:

Bonjour,

J'ai un probl?me avec notre portail JSM, dans le fond je veux mettre des restrictions sur une forme demande (disons les nouveaux arriv?s), je veux que juste les personnes des ressources humaines puissent avoir acc?s aux formulaires que j'ai cr?er pour la demande de cr?ation de nouveau comptes afin de personnes d'autres a part les ressources humaines puissent soumettre cette demande.

Avez vous des conseils a me soumettre svp.

Merci.


Answers:
author: Mohamed Benziane
body: Bonjour Mohamed,

Ce n'est pas possible par d?faut. Il faudrait passer par un plugin ou bien cr?er un projet sp?cifique pour ce type de demande et y int?grer les RH uniquement.

comments: author: Mohamed Mbaye
body: Merci de la r?ponse Mohamed :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Status automation from an associated ticket
Asked by Barbara Ouhab:

Hello,

<br />

I would like to create the following automation:  
Trigger:  
- when the status of the associated ticket (which is in a JIra Software) is changed to : "in progress"; "complete"  
Then  
- update the Jira Service ticket status with the same status.


Answers:
author: Avinash Bhagawati _Appfire_
body: Hi [@Barbara Ouhab](/t5/user/viewprofilepage/user-id/5427923) Welcome to the community !

Note that you can create automation with "issue transitioned" trigger in software project and please find below sample automation. Assuming you establish a link between software and service ticket. Additionally, you can further customize using additional conditions for specific issue types.

![2024-02-13_08-35-05.png](https://community.atlassian.com/t5/image/serverpage/image-id/305993i6C2261C5ED41A1BC/image-size/large?v=v2&px=999 "2024-02-13_08-35-05.png")

Thanks,  
Avinahs


Tags: cloud

jira-service-management

jira-service-management-cloud
Send Email to a @mention user when a Internal comment is added to an issue
Asked by Strong Tractor:

Hello, Please find my screenshots and I want to send Internal comment only to the every mentioned user like the JIRA Native functionality Email Notification does.

What should be the value ges into "To" recipients section in this case?

![1.jpg](/t5/image/serverpage/image-id/305906iE0C45202C395E712/image-size/large?v=v2&px=999 "1.jpg")

![2.jpg](/t5/image/serverpage/image-id/305907iC8BD1D35C2E79294/image-size/large?v=v2&px=999 "2.jpg")

![3.jpg](/t5/image/serverpage/image-id/305908iDB591D247B792613/image-size/large?v=v2&px=999 "3.jpg")


Answers:
author: Uday Kiran Bhaviri
body: In Jira when you mention a specific user the user automatically recieves that notification if the user has the application and project level access(agents / admins/ any other roles) or if the request has been shared with the user (Request Participants).

And if you are making a comment as internal it can be viewed by the agents or service desk team members or subsequent permission members.


Tags: jira-service-management

jira-service-management-server

server
How to make a permit before the transition?
Asked by Sofia Valeria Arriaga Garc?a:

We have a process in jira, however, we want that before the one who belongs to the process, make a change of state of the ticket, we need an approval from one of his superiors.  
How to make a permission before transition without using git, since we don't use that software?


Answers:
author: Paul Wiggers
body: Hello [@Sofia Valeria Arriaga Garc?a](/t5/user/viewprofilepage/user-id/5327731)

Thank you for your question!

It looks like would like to use Approvers. Please take a look at this Atlassian article to help you out: [Set up Approvals](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/)

The article is a bit vague about it, but make sure that you have two paths out from the status that is requiring approval. One for when approved, and one for when it is declined.

Is this something you can work with?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to edit a Request Portal field?
Asked by Dennis_McSpirit:

Hi All! I can use some help finding out how I can add dropdown values to an existing drop down field on a Request portal please. I keep clicking around Project Setting but can't seem to come across it.


Answers:
author: Pallavi Shirodkar
body: Hi [@Dennis_McSpirit](/t5/user/viewprofilepage/user-id/4678524)

The custom field which you have created for this, over there you can click on Context and Default Values and then Edit the Options.

Kindly let me know if this helps.

Thank you!

comments: author: Dennis_McSpirit
body: Yes! This was enough info to help me finally navigate to the correct sections and make the requested changes. THANK YOU !!!


Tags: cloud

jira-service-management

jira-service-management-cloud
Slack notification for only "Request Changes" on a Pull Request
Asked by Vivek Chauhan:

We are using the Slack Bitbucket Integration and find the following missing:
Trigger Slack Notification only when "Request Changes" status is put by the reviewer.  
As of now we have to enable the "Pull Request Commented" option which leads to a notification for each code review comment and if we disable this, no notification is sent for "Request Changes" option too.  
Is there something which we are missing or this is one of those tradeoffs  
Thanks,  
Vivek


Answers:
author: Patrik S
body: Hello all!

I'm afraid that currently there is not a specific notification type on the Bitbucket-Slack integration for when the Pull Request changes to "Requested changes" by a reviewer. I went ahead and created a feature request to add a notification type for this particular event, which you can find in the following link :

* <https://jira.atlassian.com/browse/BCLOUD-22427>

I would suggest you to add your vote there, since this helps both developers and product managers to understand the interest. Also, make sure you add yourself as a watcher in case you want to receive first-hand updates from that ticket. Please note that all features are implemented with [this policy](https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html) in mind.

Thank you!

Patrik S


author: Jakub Jaroszek
body: +1 to this, we're facing the exact same situation where we'd like to have a Slack notification when a PR needs attention ("Request changes" is triggered by one of the reviewers), but not after each and every comment within the PR


author: joshalexandre
body: +1


author: danielphoenix
body: +1. Please implement this. Otherwise we have PRs that no one realizes needs attention.


author: William Blondel
body: +1. This is really needed.

Plus, the workaround described in the ticket (Currently, users have to enable the "Pull Request Commented" option to receive notifications when a reviewer changed the status of the PR to "Request changes".) does not work.


Tags: bitbucket-cloud

cloud

slack
Block users from creating new branch
Asked by Surrender Mohan:

Have a common repo which is being used by 5k+ users. Is there a way to block users from creating new branch? Currently whats happening is - users either fork the repo OR create a new branch and raise a PR. When new branch is created and PR is raised by users, while doing PR merge we do get an checkbox to select "delete branch" after PR merge however forgetting to select the option and PR's are merged.

This is creating new branch every-time on the repo when PR is merged without selecting the "delete branch" option. Is there a better way to follow or restrict users from creating new branch?

please advise.


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Surrender Mohan](/t5/user/viewprofilepage/user-id/5083061) and welcome to the community,

I don't think that you can prevent user from branch creation. In bitbucket there is branch restrictions <https://support.atlassian.com/bitbucket-cloud/docs/use-branch-permissions/>

E.g. you add a branch and a branch pattern and select one of the available restrictions and then you add a group exception (for those who you want to actually be able to create branches).

Hope that helps.

comments: author: Surrender Mohan
body: Thanks for the response, will review further


Tags: atlassian-support

bitbucket-server

repository

server
Why do I get Forbidden 403 error when setting up Windows runner?
Asked by Justin.Lau:

I'm attempting to setup a Windows repository runner (which I've done in the past), but I keep getting a 'Forbidden 403' error when I input the "Invoke-WebRequest -Uri ..." command into Powershell. I've also tried to access the URL it provides, but it also gives me a 403 Forbidden error. Any thoughts?


Answers:
author: Syahrul
body: Hey [@Justin.Lau](/t5/user/viewprofilepage/user-id/5082937)

G'day, and welcome to the community!

Can you consistently reproduce the issue, and have you tried to remove that runner and re-create a new runner to see if you still get the same error?

I want to verify if this is an outage on our end when you initially created the runner or if it's something else.

I look forward to hearing from you.

Cheers,  
Syahrul


Tags: bitbucket-cloud

bitbucket-pipelines

bitbucket-runners

cloud
Login failed due to incorrect login credentials or method
Asked by ovusense:

I have created the SSH key. That works. But a push is failing:

```
$ git push --set-upstream origin master
Password for 'https://xxxxxxx@bitbucket.org': 
remote: Login failed due to incorrect login credentials or method.
remote: If you are unsure of which login details or login method to use, visit:
remote: https://support.atlassian.com/bitbucket-cloud/docs/log-into-or-connect-to-bitbucket-cloud/
fatal: Authentication failed for 'https://bitbucket.org/xxxxxxx/repository.git/'
```

The support docs don't mention this error and if the account password doesn't work what else is there?

Thanks,

Al


Answers:
author: alpirrie
body: I hadn't created an App Password at Account \> Personal settings \> App password. Once I had created one of these, and used that password the git push worked.

It might help if pages like <https://support.atlassian.com/bitbucket-cloud/docs/set-up-an-ssh-key/> had a list of related reading linking to articles like <https://support.atlassian.com/bitbucket-cloud/docs/using-app-passwords/>.

comments: author: J REN
body: It helps a lot! Thank you very much!


author: Harivignesh J
body: Yep, it works. Thanks a lot!


author: Willian Tetsuo Kaneta
body: Thanks


author: malshani_ranchagoda
body: It helped, Thanks


author: Tanya Kemkar
body: it helped, thanks


author: Matthew Ferguson
body: This is scary. 2 days attempting the SSH key and came across this post and in 15 minutes had SourceTree and CLI running.   

Concerning that the suggested token and ssh key has this problem for some accounts.   

This helped so much [@alpirrie](/t5/user/viewprofilepage/user-id/5084029) !


author: Moses Thomas
body: [@ovusense](/t5/user/viewprofilepage/user-id/785864) If you are using SSH, have you configured SSH keys on Bitbucket Application ?

comments: author: Matthew Ferguson
body: Same problem [@ovusense](/t5/user/viewprofilepage/user-id/785864) . I get this after a successful SSH key configuration. I even ran a successful:   

% ssh -T git@bitbucket.org

% authenticated via ssh key.

% You can use git to connect to Bitbucket. Shell access is disabled  

Did you solve this issue with apps like Fork, SourceTree, etc.? I think there is a SSH problem with running both github and bitbucket that I am not seeing right now.


author: Shelton Kipkoech
body: i had the same problem.

to be able to clone using git, you should use app password and not your account password.

note: to get app password, login to your bitbucket account \> click settings on top right \> click personal bitbucket settiings \> on the left naviigation click app password

create app password with relevant permissions, an app password string will be generated for you.

use this app password for your git logins


Tags: atl-gruland

bitbucket-server

server
Does migrating users from Server to Cloud notify them?
Asked by John McCarthy:

I am working on migrating to Bitbucket Cloud from Server using the Atlassian Migration Tool, at which point it will migrate all of my users. Will it email each one (such as upon manual cloud user creation) or will it migrate them silently?

My preference is that this is a silent operation but I have not seen any options or definitive documentation stating that it functions either way.

Thanks for the help!


Answers:
author: Fadoua
body: [@John McCarthy](/t5/user/viewprofilepage/user-id/4858186) from personal experience users don't get notified during a migration. However make sure to don't miss or overlook any of the prompts or popup windows that you may get during migration.

I tried to find an article, however this is the only video where I was able to see that there is no reference to users being notified about the migration:

<https://www.youtube.com/watch?v=uK9k4KHLJvw>

I hope this helps.

Best,

Fadoua

comments: author: John McCarthy
body: [@Fadoua](/t5/user/viewprofilepage/user-id/655791) Thank you!


Tags: bitbucket-cloud

cloud