youngmon/atlassian-qna huggingface dataset:
Jenkins plugin Crowd2 pulled - can Atlassian help to reinstate this?
Asked by Martin Dowie:

We use Jenkins with our Atlassian stacks and the Crowd integration is really useful...but has recently been pulled from the Jenkins plugin site: [crowd2 \| Jenkins plugin](https://plugins.jenkins.io/crowd2/)

This seems to be because of the license associated with the REST API, which isn't 'open' or 'open enough' for Jenkins/Github.

Could Atlassian do something about this? e.g. adopt more open licenses?

More details here: [doc: add info about distribution restoration ? jenkinsci/crowd2-plugin@34daf89 (github.com)](https://github.com/jenkinsci/crowd2-plugin/commit/34daf89e4b144b6461df1a352d9732d8c1456dfe)


Answers:
author: Mark Hubers
body: It's the same problem here, and we pay a lot more for DC software and get a lot less from Atalassian. The only reason we pay for the crowd and now we may not be able to use it anymore.

comments: author: Jaedo Aum
body: me too. We may not renew our subscription to Crowd DC next year because we're not using the Crowd2 addon, we're using it directly with AD.


author: Ashwini_More _miniOrange
body: [@Martin Dowie](/t5/user/viewprofilepage/user-id/5370233)

I would like to suggest miniOrange's Jenkins Crowd SSO App. We have developed an innovative solution to perform SSO with Crowd, allowing you to log in to Jenkins using Crowd credentials.

Please raise a service request [here](https://miniorange.atlassian.net/servicedesk/customer/portal/2) and a miniOrange representative will help you with all the details.

PS: I work for miniOrange, One of the SSO vendors in Atlassian Marketplace.


Tags: crowd-administration

jenkins

server
How to find different username using same email address.
Asked by Jongho Jung:

Hello,

I want to find users has more than two accounts.

At first, I am trying to make user list using same email address.

Is there any SQL to find user with same email address.

Thanks.


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@Jongho Jung](/t5/user/viewprofilepage/user-id/4595172) ,

the following article could help you finding users with the same email address <https://confluence.atlassian.com/jirakb/how-to-find-jira-users-with-duplicate-email-address-1376031383.html>

Hope this helps,

Fabio
The Approver needs to get a reminder for approval and SLA.?
Asked by Ashok Shembde:

How can I build the requirement where the approver needs to get a reminder for approval and SLA in Jira Service Management? Does anyone have an idea?


Answers:
author: Cristian IONESCU
body: Hi Ashok,

You can use: Automation for Jira and build an automation.

eg.

When: SLA threshold breached ( here you can set time prior or after breach)

Then: Send Email ( To: you ca set Pending Approvers)

Hope this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
In Jira Service Management (JSM), when I'm creating a ticket, it shows "No Request Type". I want to
Asked by Ashok Shembde:

![Screenshot 2024-09-26 122411.png](https://community.atlassian.com/t5/image/serverpage/image-id/349419iAFC285623B3C19B8/image-dimensions/405x416?v=v2 "Screenshot 2024-09-26 122411.png")

In Jira Service Management (JSM), when I'm creating a ticket, it shows "No Request Type." I want to remove this option. I have attached a screenshot here. Can anyone guide me on how to resolve this issue?


Answers:
author: Dave Mathijs
body: Hi [@Ashok Shembde](/t5/user/viewprofilepage/user-id/5289317)

ProTip: Don't create a JSM request via the Create button, but use the portal instead (like customers do).

This option is only visible when using the Create button (being an JSM agent), and you can't remove it.


author: Vijay Dadi
body: Hello,

We do not have option to remove that option. Encourage your users to create issues via portal not via create button.

Vijay


Tags: cloud

jira-service-management

jira-service-management-cloud
Limit use automation per task
Asked by Petru Negrusa:

Hello community. I hope you are all well

Can anyone help me with advice?

I have automation that works but.... I need to limit it to 1 launch per task. My parent task has 5 sub tasks and I need when the sub task transits from one status to another, the parent task itself changes its status. Because there are 5 sub tasks, it works once and the rest give an error because the parent task is already in the required status.

Sorry for my English.


Answers:
author: Petru Negrusa
body: ![Untitled.png](https://community.atlassian.com/t5/image/serverpage/image-id/349404i422ED8BE4787D6DD/image-size/large?v=v2&px=999 "Untitled.png")

comments: author: Muhammad Moazzam Hassan
body: Just add one condition.  

For Parent  

**Refetch Issue Data**   

If issue Type is one of Story, Task **and status != In Progress.**   

then Transition the issue to In Progress


author: Petru Negrusa
body: Thank you!!!


Tags: jira-service-management

jira-service-management-server

jira-software

server
Report: Time to resolution - No Data
Asked by Leslie Loo:

Everything shows 0.00 minutes. Was working before migrating to cloud. Anyone have any ideas how to fix this report. Thanks in advance


Answers:
author: Benjamin
body: HI [@Leslie Loo](/t5/user/viewprofilepage/user-id/5601970) ,

For additional context:

Are you referring to the SLA report? Has any of your SLA configuration when migrated changed? Is it only the request that were created on-prem affected or even the request that are recently in cloud impacted as well.

Thanks!


author: Alex Ortiz
body: [@Leslie Loo](/t5/user/viewprofilepage/user-id/5601970) Welcome to the Atlassian Community.

Do you have any other details, maybe some screenshots that can help us troubleshoot with you? Are you looking in a queue, dashboard? Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Deterioration of Jira's performance
Asked by Maximiliano Julio:

**Hi community**,

We are experiencing a lot of slowness when using Jira, this is across all users of a particular project.

<br />

We think this may be due to the fact that on many tickets, there are more than 100 attachments, but we are not sure.

Is it possible that this is the cause or is there some other aspect that we are not considering?

Does anyone have any idea what might be going on?

Thank y'all in advance :)


Answers:
author: Alex Ortiz
body: [@Maximiliano Julio](/t5/user/viewprofilepage/user-id/5577750)

Performance in the cloud isn't quite like it is on DC/Server. Cloud is usually very performant.

I would recommend next time you experience sluggish behavior, check out: <https://status.atlassian.com/>

Your region might be experiencing problems and that website would tell you.

comments: author: Alex Ortiz
body: Also, have you checked your internet connection speed? Are other sites being slow for you?


author: Joseph Chung Yin
body: [@Maximiliano Julio](/t5/user/viewprofilepage/user-id/5577750) -

Please advise what you meant by "all users"? Are you referring to customers over their access to issues via the portal? or you are referring to your agents/users who are accessing the issues for JSM project UI?

In addition, what operations are you seeing the performance issue?

It is worth to know that issues with many attachments should not be an issue since by default an issue in JSM can have up to 2000 attachments by default. On the other hand, JSM is not meant for file storage purpose.

Performance issues are typically dealing on-prems instance of Jira/JSM (Data Center).

You can also contact Atlassian Support (<https://support.atlassian.com>) for their assistances on your performance problem when dealing with the Cloud env.

Please advise, so can further assist you.

Best, Joseph Chung Yin


Tags: attachment

cloud

jira-cloud

jira-performance

jira-service-management

jira-service-management-cloud
Trying to combine 2 automations into one
Asked by Bill Martin:

In our Jira queue, we have 2 sources of tickets. One being tickets created in slack that generate tickets to our Jira queue and another where tickets are re-routed to us when created in the wrong place.

We currently have 2 workflows in place to auto-assign out these issue based on a Round robin assignment, but I'd like to combine these into one automation. As it stands, when we need to make changes to the round robin queue, we have to change two different rules. That is what I'd love to eliminate.


Answers:
author: Joseph Chung Yin
body: [@Bill Martin](/t5/user/viewprofilepage/user-id/5601823) -

Welcome to the community. Please provide more details of your existing automation rules, so we can further assist you.

Best, Joseph Chung Yin


author: Samuel Gatica
body: Hi [@Bill Martin](/t5/user/viewprofilepage/user-id/5601823)

Welcome to the community!

When the tickets get re-routed, are you using the Move feature, or is a new issue being created (cloned) in your project?

Best regards

Sam


author: Josh Costella
body: Hi [@Bill Martin](/t5/user/viewprofilepage/user-id/5601823)

Are you able to post screenshots of your current automations? Feel free to sanitize as needed.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to show Attached Form in a linked Jira ticket
Asked by jakub_gajda:

When a user fills out a form on our JSM customer portal, the JSM ticket that gets created has the Attached Form. A linked ticket in Jira also gets created. However, it does not have the Attached Form. Is there a way to synchronize the form to show up both in JSM and Jira?   

Thank you for info


Answers:
author: Manoj Gangwar
body: Hi [@jakub_gajda](/t5/user/viewprofilepage/user-id/5601811) Welcome to the community!

To copy the form you can add an action after create linked issue.

action: copy forms from the trigger issue


Tags: cloud

jira-service-management

jira-service-management-cloud
Will all of my Jira Service Desk projects and data transfer to Jira Service Management?
Asked by Shelton Adams:

Our team has made the jump from our old, outdated standalone server to Data Center. Our service desk projects, and info was transferred also, but we do not have service desk anymore which was a mistake made by procurement. My question is if we upgrade to JSM because I understand Service Desk is no more will we be able to function like normal?


Answers:
author: Mikael Sandberg
body: The short answer is yes. The change was just a name change from Service Desk to Service Management, you would still be able to function as normal.

comments: author: Shelton Adams
body: Ok all of the service desk permission schemes transferred over and are present when we do get JSM will they be able to see their old permission schemes and created forms? As of now they are present but blank due to us not having the application.


author: Shelton Adams
body: Also [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) thank you. I have come across your answers on other problems, and I just realized the legend himself is dropping knowledge. Thank you.


author: Mikael Sandberg
body: Yes, once you have the license it should all be there.


Tags: data-center

jira-service-management

jira-service-management-data-center
system replying to inbound messages
Asked by CCC IT Helpdesk:

Hello,

Currently using the Free version of jira helpdesk

odd thing.. i had disabled all repsonses to customer inbound messages while we were setting up the system., i re-enabled 3 responses, but not messsages are being recieved

i checked my email settings everything is good, when i do a manual test of a template i receive the message. I ama receiving messages into the system, so i know the email account is working..

but did notice this:

#### Bulk Emails are disabled {#toc-hId-374391447}

You can enable it by navigating to Outgoing mail setting from the side navigation or by clicking on the button below.

when i check the outgoing mail servers:

the option Outgoing Mail is enabled. not sure why it continoulsy displays the disabled mesage.

checked my spam/quarantine, nothing there.. just crickets

I have enabled:

Public comment added

Request created

Public comment edited

i have a bunch of blacklisted domains and emails, i checked if my domain was listed and its not there.

but receive nothing..

any insight appreciated!

thanks,

Peter


Answers:
author: Benjamin
body: HI [@CCC IT Helpdesk](/t5/user/viewprofilepage/user-id/5601699) ,

I'm not sure what are all the limits of the free plan but I assume that it can do most of the features as other subscriptions but with limits.

The e-mail should be straight forward if you use the one built into JSM. Would start there first to make sure all works before integrating with your own e-mail service. This way you know the mechanism works on the Atlassian side. Once that works, proceed with e-mail integration. If you are having with the integration, the JSM e-mail log will give you clues and errors of what is possible cause of the issue.

When you say system, what is enable to respond to those messages? Are you using the customer notifications or something else.

Thanks!


Tags: cloud

email

jira-service-management

jira-service-management-cloud
When I try to rename Email request I have a error.
Asked by Daniil Kharatian:

1. Go to project settings.

2. Open Request types.

3. Select Email request.

4. Change the name of the Email request to Question.

5. Click Save changes.

**Result:**An error message:

"We couldn't save your changes We couldn't update the "Email request" issue type. Refresh and try again."

Does anybody know why this basic operation returns a error? I've tried to search or the answer, but I didn't see anything related.

Thanks in advance.


Answers:
author: Chris Rainey
body: Hi there,

Can't say I've heard of this error before. Have you tried doing the same in a different web browser?


Tags: cloud

jira-service-management

jira-service-management-cloud
Phishing acounts on Atlasssian.net
Asked by Povilas Pamarnackas:

Fake accounts created pretending to be a company. under the links hide fishing scripts that collect information. Atlassian's platform is used to spread malicious activity. please block the accounts.

<https://grigeouab.atlassian.net>

<https://grigeoab.atlassian.net/>


Answers:
author: Jim Knepley - ReleaseTEAM
body: I think this is the wrong place to request these accounts be investigated.

I would either contact support or email abuse@atlassian.com


Tags: cloud

jira-service-management

jira-service-management-cloud
Drop down list not populating properly in custom field
Asked by Caroline Lussier:

I have a custom field in our service management portal for ticket categorization. Never mind the fact that you can't add more than two tiers to this drop down field out of the box, it's been bugging out recently and wont populate the second tier for any of our agents unless the first tier is selected, then unselected, then selected again. It would appear to be a bug, not a major issue, but it's difficult enough to encourage my employees to categorize tickets thoughtfully without having them to go through all of these extra steps. Anyone else noticing similar issues or have any suggestions of what to try?


Answers:
author: Christopher Yen
body: Hi [@Caroline Lussier](/t5/user/viewprofilepage/user-id/5601562) welcome to the community. Unfortunately I don't have a great solution but what's worked for me is sticking to a 1 tier "service catalog" which is really just a service field with our applications and a few generic services and then use different request types to have a quasi 2nd tier. Not the best coming from using Service \> Category \>Subcategory in the past but customers and agents are filling it out consistently for the most part, we just have a large service list customers can search from, issue type is set by request type to determine if they have an incident or request and whether it's for hardware or applications.


Tags: cloud

jira-service-management

jira-service-management-cloud
Team-managed business
Asked by Boris S:

Is available to create project with type "team-managed business" on a free plan? How?


Answers:
author: Boris S
body: found this in marketing -\> go-to-market template for example


author: Alex Koxaras _Relational_
body: Hi [@Boris S](/t5/user/viewprofilepage/user-id/5601500) and welcome to the community,

You should be able to create team managed project in a free plan, right out of the box. <https://support.atlassian.com/jira-software-cloud/docs/create-edit-and-delete-team-managed-projects/>

comments: author: Boris S
body: i mean exactly ++business++ team-managed project


author: Alex Koxaras _Relational_
body: You can choose the type of project from the advance setting when creating a project. You will not see a "Business project" as you suggest since Jira Work Management and Jira Software are now plain Jira.


author: Boris S
body: found this in marketing -\> go-to-market template for example


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Cloud Migration Assistent - Internal comments will be visible to customer
Asked by Rocco De Angelis:

Hi All,

We are in the process of migrating one of our JSM projects from our Data Center instance to JSM Cloud. Now we're facing the issue that comments that were previously marked as internal have been migrated with the visibility set to "Reply to customer" instead of being marked as "Internal note" in JSM Cloud. As a result, all internal comments are now visible to our customers after the migration, which is a major concern.

Does anyone have an idea or a workaround to fix this issue?

Thank you in advance!


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Rocco De Angelis](/t5/user/viewprofilepage/user-id/5558218)

Quick question: You are migrating from DC to Cloud, but are these JSM projects or Jira projects? Usually I've seen this problem when migrating Jira projects to JSM projects, where comments are public and attachements are not visible to customer. Can you please clarify this?

comments: author: Rocco De Angelis
body: Hi [@Alex Koxaras _Relational_](/t5/user/viewprofilepage/user-id/4150197) JSM DC project to JSM Cloud project.  
As far I know the feature of internal comments exists only in JSM projects.


author: Alex Koxaras _Relational_
body: Yes, that's why is strange. This feature is supported in both platforms. So I wonder why dc internal comments are made public on cloud. Have you requested help from a partner or move atlassian's support?


author: Rocco De Angelis
body: I contacted Atlassian support today and am still waiting for a response. However, I would also like to raise this question in the community.


Tags: cloud

jira-service-management

jira-service-management-cloud
Visibility problem on the portal versus requests by email
Asked by christophe repulles:

I would like to deploy the portal for my users. On the portal, I don't want all the available projects, only the ones I select. For projects that do not appear on the portal, I want to retain the ability to create tickets and users via email. Is this possible?


Answers:
author: Susan Waldrip
body: Hi [@christophe repulles](/t5/user/viewprofilepage/user-id/192361) , welcome to the community!

To follow on what [@Alex Koxaras _Relational_](/t5/user/viewprofilepage/user-id/4150197) said, you can absolutely hide projects from the portal and still email them! As a Jira admin, open the portal in a browser window and click your **avatar** (upper right), then click **Page Layout**.

![help17.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/349267i10DE242621C98E4C/image-dimensions/157x315?v=v2 "help17.jpg")

On any of the projects you do NOT want showing on the portal page, click the star.

![help18.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/349278iEF4092FC641797E8/image-size/large?v=v2&px=999 "help18.jpg")

It will then be hidden, but you can always expand the Hidden project cards and click the eye (upper right) to "star" them again and show them. This just changes the visibility on the portal, not the ability to email them to create and process issues. Hope that helps!


author: Alex Koxaras _Relational_
body: Hi [@christophe repulles](/t5/user/viewprofilepage/user-id/192361) and welcome to the community,

Yes, you should be able to do that. Portal visibility concerns only the Help Desk and not its functionality. But even if you hide them, customers should be able to visit them and view their tickets. I would suggest to remove any link for viewing the issue on the portal from the customers notifications.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Dynamic SLA with JIRA native reports or dashboard
Asked by Rana Muhammad Naveed:

I have used "Time to SLA" and "SLA PowerBox for Jira," both of which provide custom fields for agents to add SLA times in the issue view. However, I also need the SLA data to be available in Jira's native dashboards or reports.


Answers:
author: Robert Dzido _Almarise_
body: Hi,

"SLA PowerBox"'s next release will include feature to use jira-native custom fields, so you will be able to see such data in native dashboards.


Tags: cloud

jira-service-management

jira-service-management-cloud
Why I dont succeed adding new Origination to Customer Organizations?
Asked by Vera Valshonok:

Hi!

I dont succeed adding new Origination to Customer Organizations (please see screenshot). I am only suggested to add already excistent organizations![Screenshot 2024-09-25 113258.png](https://community.atlassian.com/t5/image/serverpage/image-id/349199iEAB7D19FF06A6BB4/image-size/large?v=v2&px=999 "Screenshot 2024-09-25 113258.png").


Answers:
author: Ivan Bilobrk
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

You are actually offered the options "Choose or create". Just type the name of the new organization, it will appear in the drop-down list with the extension "(create new)", select it, and then hit Add.![create new.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/349203i96491458A612BE06/image-size/large?v=v2&px=999 "create new.jpg")

You can also go to **Settings \> Products \> Jira Service Management \> Organizations** where you will have a Create organization button.

comments: author: Vera Valshonok
body: Worked! Thank you, Ivan.


author: Vera Valshonok
body: [@Ivan Bilobrk](/t5/user/viewprofilepage/user-id/4941573) Now I add people to this customer organization, I see that they are aded, but when i reload a page, there is only one user


author: G?tz H
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) If you go back to the organization overview page and click on the organization again, you should be able to see all the users in that organization


Tags: cloud

jira-service-management

jira-service-management-cloud