youngmon/atlassian-qna huggingface dataset:
Whats the difference with Customers in the workspace compared to managed users?
Asked by Toby Te Rupe:

Struggling to understand the difference between the customers in this space

![customers.PNG](/t5/image/serverpage/image-id/309316i1FB9F0AA83005CD5/image-size/large?v=v2&px=999 "customers.PNG") Screen 1

And customers in this space,![users.PNG](/t5/image/serverpage/image-id/309318i992F829724A904B2/image-size/large?v=v2&px=999 "users.PNG") Screen 2

Our use case is scenario is we would like our customers (non agent license) to use the portal to lodge requests. Right now we are not opening the portal to customer to perform this option but we still need to lodge request on our customers behalf. The way we are doing this now is adding the customers using screen 1, adding their email address. Once this is done we assign the reporter attribute in the requests to this email address. Eventually we would like the same customers using the same email to use the portal.   
I am assuming when we allow portal access all the customer needs to do is create an Atlassian account with the same email and they will also see the previous tickets we have lodge against the same email?  

So a couple of questions there please.

Thank you


Answers:
author: Mikael Sandberg
body: The difference is that customers added from within the project (your first screenshot) are added as portal-only customers. Some time ago Atlassian introduced external users, and they are added as users and you will see them in the users list in admin.atlassian.com. These external users can be managed by setting customer access settings, and you can set up user security policies for those. You can also give them access to other Atlassian products if needed.


author: Toby Te Rupe
body: FYI I do understand that in Screen 2 I can manage what access these users have to products and also assign a user to a customer or agent, hence I can add a user here as a customer why use screen 1?


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
Making an AQL with a jql
Asked by Iratxe Gobantes:

Hello,  
I would like to know if it is possible to make an AQL that includes all the assets that have had a certain type of jira issue. I know that it is possible to make a jql with an aql, but I don't know if it is possible to do the opposite. Get all assets that have linked tickets that meet certain conditions.  
Thank you!


Answers:
author: Iratxe Gobantes
body: We manage to get it!

**object HAVING connectedTickets(issuetype = "\*\*\*\*\*")**

**objectType="\*\*\*\*" AND object HAVING connectedTickets(issuetype = "\*\*\*\*")**


Tags: data-center

jira-service-management

jira-service-management-data-center
Custsomer Access to Service Management Portal
Asked by Dawn Basch:

I thought it was possible to not have to add all customers as "customer role" in Jira Service Management in order for them to have access to the portal only to enter requests via a form in the portal? I'm not seeing how to do that without giving them some sort of permissions via people and adding with customer role? Anyone out there that can help me? All "customers" are internal employees outside our teams that own the service management project. I thought I could set them up as internal customers with our approved domain... it's not working.


Answers:
author: Mikael Sandberg
body: Hi [@Dawn Basch](/t5/user/viewprofilepage/user-id/5441014),

Welcome to Atlassian Community!

If you are using External customers they will be added under People, and you can configure your user access settings (under admin.atlassian.com \> Products) by giving the Any domains access as JSM customers, that way you do not have to manually do that for new customers.

comments: author: Dawn Basch
body: I want to use internal customers (they are employees, just not members of the team that owns the service management project). Do i STILL have to add them under people?


author: Mikael Sandberg
body: In that case add your domain under User access settings if it not already there and give them JSM customer access, that is how I have it set up for our instance.


author: Dawn Basch
body: Thank you!


Tags: cloud

customer-permissions

jira-service-management

jira-service-management-cloud
Issue type of Sub-Task
Asked by Vismara Paolo:

Dear all,

Currently the Sub-task object has a fixed Issue Type: "Sub-task"  
I would like to know if it is possible to create subtasks belonging to different Issue Types.

thanks

paolo


Answers:
author: Laurie Sciutti
body: Hi [@Vismara Paolo](/t5/user/viewprofilepage/user-id/5440946) \~ you can create your own issue types that act as sub-tasks here: **https://*yoursitename*.atlassian.net/secure/admin/subtasks/ManageSubTasks.jspa**.


author: Mikael Sandberg
body: Yes, you can create other sub-task issue types. When you create an issue it will ask you if it should be a normal issue type or sub-task. What you cannot do is to specify that a specific sub-task can only belong to a specific issue.


Tags: cloud

jira-service-management

jira-service-management-cloud
Updating Stage with Shortcut
Asked by Carlos Gonzalez:

Hello, I was searching on the net and I didn't find anything about I would like to know if Jira has any settings to update the stage with a shortcut I mean I would like to update a ticket from ready to work to in progress.


Answers:
author: Joseph Chung Yin
body: [@Carlos Gonzalez](/t5/user/viewprofilepage/user-id/5189029) -

Can you clarify what you mean by "setting a update the stage"? Are you trying to control what is needed (i.e. Validation/Condition required) when issues move from Ready to Work WF status to "In Progess" status?

If so, please see this KB article on advanced workflow configuration - <https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Carlos Gonzalez
body: For example, I received a ticket in Jira and I want to change the status of the incidents from Ready to Work - In Progress without clicking with the mouse those button.


author: Joseph Chung Yin
body: [@Carlos Gonzalez](/t5/user/viewprofilepage/user-id/5189029) -

One solution is for you to create automation rule for your project triggering off when issue is assigned event and then auto change the issue's WF status.

Here are some reference links on Automation for Jira that you should look into -

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

<https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/>

<https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/>

<https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update>

Hope this helps. Automation setup is a great out of the box component (especially it is free on your subscription plan).

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
How to link an issue ?
Asked by Raja Azmar:

I want to link an issue with automation.

I have a costum field(URL type) and want to use it as trigger.  

When someone enters a link in that xyz costum field i need an automation which automatically link this issue with the link that is provided in a filed.  

Note: manually added link is actually a ticker from another project on same instance

how can i setup such automation plz ?


Answers:
author: Joseph Chung Yin
body: [@Raja Azmar](/t5/user/viewprofilepage/user-id/5440984) -

I agreed with [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) stated that it will be complex to establish/design an automation rule to take the value enter at that specific custom field and create an link issue action.

One should just view issue and create the issue link functionality via the issue view project UI based on that value manually especially the field can contain any URL value unless proper training/business process is defined on what to key in to the field.

Lastly, you will also need that account used for the issue link has project access to the specific project based on the URL value.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Kris Dewachter
body: Hi [@Raja Azmar](/t5/user/viewprofilepage/user-id/5440984) ,

Welcome to the community.

I'm curious to know why you want to use an automation rule to replace the default "issue link" functionality. Especially since the links are happening between issues on the same instance.

What url will you be posting in the custom field? The url to the Jira ticket?

As far as i can see, you can use automation to link issues, but only to the "most recent created" issue, or trigger issue.

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Multiproject BOARDS
Asked by Vismara Paolo:

I would like to use the BOARDS functionality but I receive issues from multiple projects.  
So I'm wondering if it's possible to build a board that displays issues from different projects and have the project field among the filters?

thanks

paolo


Answers:
author: John Funk
body: Hi Vismara,

You can actually create a second board for JSM projects to see if it will do what you want. Since JSM boards are new, they are not specifically mentioned in this article, but it works the same way. Let me know if you try that and need help.

<https://community.atlassian.com/t5/Agile-articles/Creating-a-Second-Agile-Board-for-Team-Managed-or-JIra-Work/ba-p/2115018>

comments: author: Vismara Paolo
body: in JSM I have multiple projects. My question was : is possible in ONE BOARD seee/filter issues belonging multiple project ?

paolo


author: John Funk
body: Yes - did you read the article?


author: Asmath Basha S
body: Hi [@Vismara Paolo](/t5/user/viewprofilepage/user-id/5440946) ,

* In Jira software you can able to add multiple boards but in JSM you can't do it.
* Instead you can create multiple filters from your JSM projects and create a new project in Jira software then add the filters in a separate Kanban boards in the newly created Jira software project.
* By using this you can able to see the issues from Service projects in Board and you can alter the board as per your requirement.
* For analyzing daily tasks in Jira it will be helpful.


author: Kris Dewachter
body: Hi [@Vismara Paolo](/t5/user/viewprofilepage/user-id/5440946) ,

Unfortunately, a "Service Management" board can not handle multiple projects like a "Jira Software" board can.

Best regards,

Kris

comments: author: Vismara Paolo
body: You think will be possibile in future add this feature?


Tags: cloud

jira-service-management

jira-service-management-cloud
There was a problem retrieving permissions from your Jira instance Error for automation rules
Asked by Greg Rosati:

We have run into the Error for automation rules described in other threads. The error is There was a problem retrieving permissions for your Jira instance when we try activating the rule. I followed the threads and added the Automation for Jira account to various permissions in the project and it didn't solve the issue. I changed it to User who triggered the event and it does activate the rule but it doesn't seem to rule the rule as it is not showing in the usage logs.


Answers:
author: Asmath Basha S
body: Hi [@Greg Rosati](/t5/user/viewprofilepage/user-id/5440938) ,

Can you make a screenshot of the error which you are facing.

comments: author: Greg Rosati
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309438i0B6CCE7630DA279F/image-size/large?v=v2&px=999 "image.png")


author: Greg Rosati
body: I rechecked the rules are correct and it appears it should work but is not


author: Greg Rosati
body: I haven't seen an answer for this....is there someone in JIRA i could talk to about this?


author: Greg Rosati
body: [@Asmath Basha S](/t5/user/viewprofilepage/user-id/5035082) do you have any suggestions?


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Allow external users to add additional forms
Asked by Hayden Whitfield:

A service desk user is able to add additional forms to a ticket, is it possible to allow an external user to do the same? There are scenarios where an external user will need to create a ticket and then attach a separate form to the same ticket for multiple items to be addressed in one ticket.


Answers:
author: Pallavi Shirodkar
body: Hi [@Hayden Whitfield](/t5/user/viewprofilepage/user-id/5308663) ,

Currently we don't have that feature available in Jira Service Management where external users can dynamically add forms to ticket.

Hope this answers your question.


Tags: cloud

jira-service-management

jira-service-management-cloud
Reporter should be able to see the status of its request without them being added to JIRA, possible?
Asked by Gurbachan Singh Sethi:

My Org. do not want all reporters to be added to JIRA. They still want the reporters to be able to see the status of their tickets, is that possible ?


Answers:
author: Asmath Basha S
body: Hi [@Gurbachan Singh Sethi](/t5/user/viewprofilepage/user-id/5423504) ,

In Jira service management the Reporters don't need any permission to see the status of the ticket which comes under Service desk project open for all the Users to create a ticket.

In this case definitely Reporters can able to see the status of the ticket in Service desk portal and also can comment, add attachments to the ticket.


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Gurbachan Singh Sethi](/t5/user/viewprofilepage/user-id/5423504) ,

You can have a look at the app my team has created: [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview)

It will allow you to show any Jira field on the Customer view in the portal (incl. Status, Customer request status) and it also provides your customers (portal users) with a table report where they can see, search, filter and export all their Jira Service Management tickets, including many additional details (incl. SLAs, custom fields, etc.), with a very simple UI. If it sounds helpful you can try it free for 30 days.

Greetings,

Elitsa


author: Mohamed Benziane
body: Hi,

In Jira software in order to be able to see the status of the issue you need to have a licence. You could then play with the permission to only allow user to see their own ticket


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Run Auto Import of Assets Discovey
Asked by Gary K Foster:

Greetings,

I am a complete noob to the Jira platform. I am trying to configure a scheduled automated discovery scan to upload to Jira Cloud. I have the scan working and can manually import into JSM, but the scans do not run on a schedule. So we are manually initiating the scan and then importing in JSM under the assets tab.

TIA

-G


Answers:
author: Volodymyr Batrukh
body: Hi [@Gary K Foster](/t5/user/viewprofilepage/user-id/5440073)   

In order to do auto export from Assets Discovery to JSM you need:  
1) Install Discovery Service or Collector service (depending where you have configured JSM export). You can find more details about Discovery service [here](https://confluence.atlassian.com/assetapps/service-1168848069.html) and Collector Service [here](https://confluence.atlassian.com/assetapps/collector-settings-1168848071.html)  
2) Configure scan interval per scan setting. Check this [document](https://confluence.atlassian.com/assetapps/scan-settings-1168848068.html) for more information  

Now you Assets Discovery set up will do scans automatically and should send scan results as soon as scan is finished.   

Hope that is something you are looking for.   

Regards,  
Volodymyr B.


Tags: cloud

jira-service-management

jira-service-management-cloud
Legacy automation causing issues with approval with comment
Asked by Paul Cope:

I have multiple approval setup with comments enabled which work smoothly except for one part.

After the last approval with comment, the ticket is transitioned back to waiting for support.

As soon as that has transitioned it quickly gets moved to "waiting for customer" due to the legacy automation rule (transition on comment).

Any ideas how I can keep the transition on comment but not let it change the status for the newly approved tickets?


Answers:
author: Paul Cope
body: I have gone into the legacy rule and edited the issue matches part of the IF statement to the following:-

Status = "Waiting for support" and "Customer Request Type" is not empty and assignee is not EMPTY

Will give this another test and see if that resolves the issue.

comments: author: Paul Cope
body: It isnt the best solution..

As soon as a ticket gets assigned it will then trigger the legacy automation and move it to waiting for customer.

Does anyone have any better solutions?


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Create from template - Tickets dos not appear
Asked by Roxanne Parent:

Hi,

I'm trying to create an Epic from a template including few tickets. I used to be able to create it and see all my tickets with no problem. But now, I can't see the tickets when I create form a template. They are just not create, even if the template has tickets.

Can you help please ?

![2024-02-28_09-39-31.png](https://community.atlassian.com/t5/image/serverpage/image-id/309235i1E0CD052C3B74050/image-size/large?v=v2&px=999 "2024-02-28_09-39-31.png")


Answers:
author: Nikola Perisic
body: Welcome to the community [@Roxanne Parent](/t5/user/viewprofilepage/user-id/5440770) !

Are you using an app to create these issue? There is an active incident on Atlassian regarding the Connect apps.

comments: author: Roxanne Parent
body: Thank you !

No I'm using it on Web platform.


author: Nikola Perisic
body: I see, then this is a different issue. This feature was recently been released and is marked as NEW. I believe the testing is still being performed on it.

Try clearing your cache, using different browser and running in the incognito mode.


author: Roxanne Parent
body: It still doesn't work.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation rule that creates a new follow-up ticket.
Asked by Rafik Bouizergane:

I want to accomplish the following:  
From an (incident) ticket, create another (follow-up) ticket. Where the description of the follow-up ticket, is a summary of the (incident) ticket created by the Atlassian AI?

The rule must be triggered manually

Is this possible? If so, how?

This is what I have right now  
![image.png](/t5/image/serverpage/image-id/309247iB4B4713948B1D75C/image-size/large?v=v2&px=999 "image.png")


Answers:
author: John Funk
body: Hi Rafik,

You don't need the Branch, just include the fields in the Create Issue action and use {{triggerIssue.description}} for the Summary field (CAUTION: Summary is a single line text field and Description is a multi-line text field, so you might not get exactly what you intend for the Summary of the new issue).

For the Assignee field, just copy from the trigger issue like you are already doing - but don't do it as a separate action, just populate the Assignee field directly in the Create Issue action.

Before you delete the branch, move the Link issues action up under the Create Issue action.


author: Miguel Ramon
body: Hey [@Rafik Bouizergane](/t5/user/viewprofilepage/user-id/5057603)

Miguel from ServiceRocket here. So I'm not entirely sure because this is not a publci API endpoint but it seems that jira makes calls to

```
https://<instance_url>/gateway/api/firebolt/1/summarise/issues/<issue_id>
```

If you make a GET to this endpoint, you'll get the AI summary back, but in ADF form. There are two challenges here:

1) Configure your automation script to identify the **issue ID (Not the issue key)** - the issue ID can be identified by making a call to the **/rest/api/2/issue/{issueIdOrKey}** endpoint under {"id"}

2) Somehow parse or convert the data received from the firebolt endpoint to paste in the issue in human readable mode. Not sure what happens if you simply past the raw response in a text field - best scenario is it gets rendered by Jira properly, worst case is you need to extract the relevant strings you need.

comments: author: John Funk
body: Dude - this is WAY more complicated than what is needed. Just a simple automation rule.


author: Miguel Ramon
body: Hey [@John Funk](/t5/user/viewprofilepage/user-id/7148) ! My understanding was he was looking for a way to paste the output of the "AI Summarize" feature from Atlassian Ai, not the regular issue summary field, but ai may have misunderstood.


author: John Funk
body: Well, maybe it was me that misunderstood. He said Summary so I went with that. :-)


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software-cloud
How to purchase annual plan
Asked by Abhishek Mishra:

I want to purchase a Premium plan on annual basis. I don't see any option for the same. Please help me with this.


Answers:
author: Ste Wright
body: Hi [@Abhishek Mishra](/t5/user/viewprofilepage/user-id/5088824)

Are you following the instructions on [this page](https://www.atlassian.com/licensing/bitbucket-cloud-premium-annual)?

Specifically the question [How do I sign up for annual payments?](https://www.atlassian.com/licensing/bitbucket-cloud-premium-annual#How-do-I-sign-up-for-Annual-payments):
> In order for us to generate an annual Bitbucket Cloud quote for you, two things must happen:
>
> * [Create/Log in to an existing Atlassian Account within Bitbucket](https://www.atlassian.com/software/bitbucket/bundle)
> * [Set up a new team workspace](https://support.atlassian.com/bitbucket-cloud/docs/create-your-workspace/)
>
> <br />
>
> Once done, provide us the workspace ID and required user tier, and we would be happy to provide an annual quote.

I'd assume you'd need to contact them via: <https://support.atlassian.com/contact/>

Ste

comments: author: Abhishek Mishra
body: Thanks for the help.


Tags: bitbucket-cloud

cloud
Feature Request: Add Repository Organzation
Asked by Damon Sutherland:

In our organization, Projects are assigned to dev teams and each dev team creates repos. Our repos span typical development project types like:

* server applications
* UI applications
* IAC
* ...

What I would like to do is add labels, or tags (not git tags), to our repositories and have the UI organize by label in a folder-like structure. Alternatively, making folders purely for organization (allowing a repo to belong to multiple folders) would also work.

Anyway, I know there was a feature request back in 2015 for something similar. It was closed because of the addition of Projects. Unfortunately, Projects do not solve our problem. What we need is a simple way to re-render our repository view.

Is this possible today and I am just missing it? If it is not possible, how can I escalate this to a feature request?

NOTE: We are currently self-hosted, but are moving to Cloud hosted in the next 30 days.


Answers:
author: Theodora Boudale
body: Hi Damon and welcome to the community!

This is not possible at the moment, there is an existing feature request in our issue tracker:

* <https://jira.atlassian.com/browse/BCLOUD-11800>

This is not in our roadmap at the moment, but the feature request is still open and you can add your vote (by selecting the **Vote for this issue** link) and feedback about your use case there.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud