youngmon/atlassian-qna huggingface dataset:
Planning and Tracking "IT-Changes" in Jira Service Management
Asked by L M:

Hello

I'm new to Jira and was tasked to enable our Service Project to support "IT-Changes". The Service Project is currently primarily used for IT-Support. IT-Changes are intended to be used by the Agents to plan and track changes in our IT-Infrastructure.

I've tried setting up a Request Type "IT-Change" with the Issue Type "IT-Change" and using a Form to gather the basic information required for every IT-Change.

I've hit multiple roadblocks though.  
First, from the agent view, it is apparently not possible to show just a Form from the "Create issue"-View (clicking the blue "Create" button).

Second, when creating a new Request using the "Create issue" view using a Request Type that has a Form linked to it, i can't select the Form.

Third, it is apparently not possible to link a Form Field with a cascading Multiselect dropdown (We got a mandatory "Category" cascading field) to begin with.

How are IT-Changes supposed to be setup in JSM?

Thank you.


Answers:
author: Nikola Perisic
body: Hello [@L M](/t5/user/viewprofilepage/user-id/5378726)

To answer your questions:

1. Form is only showing in the customer portal, as shown in the image:![Screenshot 2024-03-01 at 10.15.38.png](https://community.atlassian.com/t5/image/serverpage/image-id/309610iCAC81B38675BC6E7/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 at 10.15.38.png")
2. Are you creating this from the portal or trying from the agent view (the 1st answer will apply if it is from the agent view)
3. Form is linked per request type, and correct it is not possible to link the Form with the cascading dropdown - think of a form as a space within a portal for customers to fill (this is of course tied with the layout in the request type)

How it needs to be setup? This depends on the business requirements. How many forms? How many request types?

I would recommend this article: <https://www.eficode.com/blog/how-to-streamline-your-itsm-implementation-with-jira-service-management>


Tags: cloud

jira-service-management

jira-service-management-cloud
Look up issues: priority
Asked by Lean Li:

Hi!

I'm sending a summary on critical issues to a slack channel but the {{priority.name}}- doesn'r return any value. What could be the problem here? This is my message:

<br />

{{#lookupIssues}}  
Summary: {{summary}}  
Issue: {{URL}}  
Priority: {{priority.name}}  
Status: {{status.name}}

{{/}}


Answers:
author: Lean Li
body: Hi all!

I managed to solve this by changing the lookup issues to rule against issues in bulk documented here: <https://confluence.atlassian.com/automation/run-a-rule-against-issues-in-bulk-993924653.html>

This is the syntax:

{{#Issues}}  
Summary: {{summary}}  
Issue: {{URL}}  
Status: {{status.name}}  
Priority: {{priority.name}}

{{/}}


author: Marc - Devoteam
body: Hi [@Lean Li](/t5/user/viewprofilepage/user-id/5421588)

It should be {{priority.name}}, according to the documentation

[find-the-smart-value-for-a-field](https://confluence.atlassian.com/automation/find-the-smart-value-for-a-field-993924665.html)

comments: author: Lean Li
body: Thank you for this response.

Unfortunately this doesn't help either. The field value is this and with that syntax I'm still getting an empty value.

![priority.png](https://community.atlassian.com/t5/image/serverpage/image-id/309633iC0ABFCBE91770611/image-size/large?v=v2&px=999 "priority.png")


author: Marc - Devoteam
body: Hi [@Lean Li](/t5/user/viewprofilepage/user-id/5421588)   

Does the issue in the lookup have a priority value?

Otherwise I suggest to reach out to Atlassian Support.


author: Lean Li
body: Yes, it does. I will, thank you!


author: SAzaruddin_mp
body: Hi Lean Li

{{#lookupIssues}}  
Summary: {{summary}}  
Issue: {{URL}}  
{{#priority}}  
Priority: {{name}}  
{{/priority}}  
Status: {{status.name}}

{{/}}

can you check this one it works

Thankyou

comments: author: Lean Li
body: Hi SAzaruddin_mp

Thank you for your response! Unfortunately this doesn't work.

The priority is not visible at all in the message now.


Tags: automation

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

slack

smart-value
Different between Forms on Customer request and Forms on Issues API
Asked by Pratiksha Kate:

Hi,   

I'm diving into the Forms cloud APIs, where I'm confused about a couple of APIs as there is almost no difference in the payload and response. The only difference is in the API endpoint.   

For example:  
The [Forms on Customer request](https://developer.atlassian.com/cloud/forms/rest/api-group-forms-on-customer-request/#api-request-issueidorkey-form-formid-format-answers-get) and[Forms on Issue](https://developer.atlassian.com/cloud/forms/rest/api-group-forms-on-issue/#api-issue-issueidorkey-form-formid-format-answers-get) sections have Get form simplified answers API with the same path parameters and the response.

The only difference is the API path and the permissions.

The same behavior can be noticed for the APIs listed below:

1. Submit form
2. Get form
3. Save form answers
4. Get form index
5. Get form PDF
6. Get form XLSX
7. Get external form data

May I know the purpose behind keeping these APIs separately?


Answers:
author: Fazila Ashraf
body: Hi [@Pratiksha Kate](/t5/user/viewprofilepage/user-id/4988546)

I believe your question is about the usecase for "Forms on customer request" and "Forms on issues". It is about visibility.

"Forms on customer request" APIs handle external forms on customer requests in the portal. For internal forms, "Forms on issues" is used.


Tags: cloud

forms

jira-service-management-cloud
Email request channels - where set emails is storage in database
Asked by Beata Karkoszka:

I need to list all emails that are set to "Email request" in all projects on the Jira DC instance.  
Due to the fact that there are \~200 projects, I would prefer not to go into each one to check whether the e-mails are set and what.  
Where is the list of emails connected to it stored in the database?


Answers:
author: Marc - Devoteam
body: Hi [@Beata Karkoszka](/t5/user/viewprofilepage/user-id/5309014)

I think you have to look at the tables in the DB related to JSM.

As JSM is in fact a plugin on the base system I think you can find the tables in this article; [list-of-jira-server-ao-table-names-and-vendors](https://confluence.atlassian.com/jirakb/list-of-jira-server-ao-table-names-and-vendors-973498988.html)

This under the table row:

Jira Service Management

Plugin key:

com.atlassian.servicedesk

Developer:

[++Atlassian++](http://www.atlassian.com/)

Version:

4.1.0-REL-0011

comments: author: Beata Karkoszka
body: thank you :)


Tags: data-center

email-request

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server
Create Services via REST API
Asked by ????? ???????????_ Nodar_Vardiashvili_space_ge:

Hi,

I am trying to create Services in Opsgenie via REST API with Jira Automation but get error. I am using Jira service Management premium and I know that it include Opsgenie![Screenshot 2024-03-01 at 11.09.07?AM.png](/t5/image/serverpage/image-id/309592iCC76DA01CAA893CC/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 at 11.09.07?AM.png")![Screenshot 2024-03-01 at 11.10.12?AM.png](/t5/image/serverpage/image-id/309593i5E90752E29A5C4F8/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 at 11.10.12?AM.png")


Answers:
author: Kai Becker
body: Hi [@????? ???????????_ Nodar_Vardiashvili_space_ge](/t5/user/viewprofilepage/user-id/5175597)

I'm not quite sure if this will work, as it is stated [here](https://docs.opsgenie.com/docs/service-api), that the API is only working with Standard and Enterprise.

comments: author: Kai Becker
body: Hi [@????? ???????????_ Nodar_Vardiashvili_space_ge](/t5/user/viewprofilepage/user-id/5175597)

hope you are doing fine. has this been resolved? If so, please make sure to accept an answer to mark the question as resolved.  
If it has not been resolved, please feel free to get back with an update.


Tags: cloud

jira-service-management

jira-service-management-cloud

opsgenie
Show summary of parent issue in structure formula
Asked by Lean Li:

Hi!

Is there are way to fetch the summary of a parent issue (linked to an feature with parentLink) with structure formula. With this formula I can get the issueKey but not the summary?

if type = "Feature" : parentLink

Any help on how to proceed much appreciated!


Answers:
author: Stepan Kholodov _Tempo_
body: Hello [@Lean Li](/t5/user/viewprofilepage/user-id/5421588)   

If you mean that the issues are connected via the Paren Link (if the child issue has a value in that field), then it is not possible - the Formula column doesn't work with this link's properties at this time.   

As an alternative, you can either:  
- create any standard Jira link between issues and show Summaries of linked issues for Features with a formula like this: *issuelinks.filter($.type = "link type name").map(if $.source = this: $.destination.smmary else: $.source.summary)*   
- add child issues of Features with the Extend generator and show their Summaries for each Feature with this formula: *min#children{summary}*   

I hope this helps. If you have more questions about Structure, please reach out to us directly at our [support portal](https://tempo-io.atlassian.net/servicedesk/customer/portal/6/group/1051).  

Best regards,  
Stepan  
Tempo (the Structure app vendor)  

<br />


author: Marc - Devoteam
body: Hi [@Lean Li](/t5/user/viewprofilepage/user-id/5421588)

I would reach out to Tempo the developer of Structure and ask there support.

In the documentation, I could not find anything on this.


Tags: addon-com.almworks.jira.structure

formula

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

structure
No permission to edit customer permissions with Admin Account
Asked by Markus:

When calling the Customer permissions page in a JSM project I get the error message "You do not have permission to access this page. Error code: 403"

The project is company-managed  
I am a project manager  
I am an administrator (ORG ADMIN)

A colleague - also ORG ADMIN - can access the customer permissions, even without the project manager role.

Does anyone have any ideas?

I ask because we have to reduce the privileged user accounts as part of the ISO 27001 implementation  
Thanks in advance


Answers:
author: Brant Schroeder
body: [@Markus](/t5/user/viewprofilepage/user-id/5106115) does your account have a JSM license?

comments: author: Markus
body: [@Brant Schroeder](/t5/user/viewprofilepage/user-id/769100) Thank you very much, your question gave me the right clue! To be Administrator in the project does not mean that a license is automatically assigned to the account.


Tags: cloud

jira-service-management

jira-service-management-cloud
"Module Not found" error when trying to access modules from my repo from Bitbucket pipeline
Asked by Saranya Devi:

* My bitbucket-pipeline.yml file is as follows:

image: python:3.9pipelines:  
branches:  
master:  
- step:  
script:  
- pip install requirements.txt  
- python $BITBUCKET_CLONE_DIR/Folder3/Sub Folder 1/run-test.py

It is building Python docker and installing all the requirements.

Issue is when it's trying to access a module in my repo while running tests.

Repo structure is like,

Repo_name:

-Folder 1

-Folder 2

-Folder 3

-Sub Folder 1

-run-test.py

So whenever run-test.py file tries to access or import Folder1 or Folder 2, I am getting Module not found error.

I am using $BITBUCKET_CLONE_DIR variable also before run-test.py file, so that it will identify the path.

I could see that it's cloning the repo to BITBUCKET_CLONE_DIR path

Is there any way to set the path in pipelines.yml file so that it would find path for all files and work.


Answers:
author: Syahrul
body: G'day and welcome to the community [@Saranya Devi](/t5/user/viewprofilepage/user-id/5127085)

Have you looked into using the sys path in your script to set the path file manually?

Because by default, the Python [interpreter](https://www.geeksforgeeks.org/compiler-vs-interpreter-2/)will check for the file in the current directory only, and we need to set the file path manually to import the modules from another directory.

There is various way of doing these; please check the following suggested workaround:

[Import Python module from different directory](https://www.geeksforgeeks.org/python-import-module-from-different-directory/)

Cheers,  
Syahrul


Tags: bitbucket-cloud

bitbucket-pipelines

cloud

python
Merge process taking long time in BitBucket Web.
Asked by mohamb01:

Merge process taking long time in BitBucket Web.

Any reason fo that?


Answers:
author: Patrik S
body: Hello [@mohamb01](/t5/user/viewprofilepage/user-id/5126917) ,

Welcome to Atlassian Community!

The time it takes for a merge to complete really depends on the size of your repository, how many branches it has, and the number of changes between the source and destination branches.

It's important to note that pull request merges are an **asynchronous** operation. This means that after you click "Merge" button, this triggers a task in the background to take care of merging the changes in your pull request into the destination branch.

With that in mind, once you see the message "Merge in progress" on the page, you can safely navigate away to different pages. When you revisit the pull request later you will see it merged.

Thank you, [@mohamb01](/t5/user/viewprofilepage/user-id/5126917) !

Patrik S


Tags: bitbucket-cloud

cloud
Re-use step with different variable
Asked by kbaley:

I have a step that executes a custom .NET tool to migrate a legacy database. It's designed to take a parameter representing the database to migrate so that you can call it like so:

```
dotnet run -- SC
dotnet run -- AL
dotnet run -- GA
```

Each run will migrate the specified database. I can set up a step to execute these three lines one after another in a single script within a single step but I'd like to be able to run them in parallel. So I have a boilerplate anchored step with all the pre-amble script that eventually culminates in

```
dotnet run -- ${STATE}
```

But now I'm having trouble figuring out how to arrange the parallel steps to pass in the contents of the ${STATE} variable to each instance of the step.

I've searched the forum and elsewhere and discovered it's not easy to do this. I found an open issue (that I've since lost) to allow sharing variables across steps. I also found one trick to save the variable you want as an artifact to be picked up by the later step but I'm not sure that will work because as far as I know, I'll just end up overwriting the same artifact used by the shared step for each iteration. So I'm wondering what's a good workaround that will let me execute many instances of this shared step, each with a different value for this one ${STATE} variable.


Answers:
author: Erez Maadani
body: Hey [@kbaley](/t5/user/viewprofilepage/user-id/178678)

You can try and wrap the step's script in a file and then pass the state as an argument to the script. Something like this:

- step:  
script:  
- ./my_script "SC"

- step:  
script:  
- ./my_script "AL"

Hope that helps


Tags: bitbucket-cloud

bitbucket-pipelines

cloud
Someone has already added that SSH key
Asked by Rolf den Hartog:

Hi,

I wanted to use my Bitbucket account again, but my SSH key is still connected to an old company account where I'm longer working. What would you like me to do? I can provide you my SSH key and the e-mail address(es) of the old account.

Thanks in advance!


Answers:
author: Mark C
body: Hi [@Rolf den Hartog](/t5/user/viewprofilepage/user-id/2151727),

Thank you for reaching out to the community.

To use your preferred SSH key that is added to an old Bitbucket Cloud account, you will need to gain access to your old account and remove the SSH key there first.  
If you no longer have access to your old Bitbucket Cloud account, you may need to contact your previous company and ask them to either remove it for you or at least give you temporary access to the old email in order for you to log in to [Bitbucket.org](http://bitbucket.org/).

Otherwise, you can generate a new SSH key and use that instead.  
You can check this documentation on how to [generate a new SSH key](https://support.atlassian.com/bitbucket-cloud/docs/configure-ssh-and-two-step-verification/).

Do let me know if you have further questions.

Regards,  
Mark C

comments: author: Rolf den Hartog
body: Not the answer I was hoping for ;) But I've created a new SSH key. Thanks!


author: Alex Koxaras _Relational_
body: Hi [@Rolf den Hartog](/t5/user/viewprofilepage/user-id/2151727)

I've escalated this to Atlassian. They will come in contact with you I believe.

comments: author: Rolf den Hartog
body: Thank you for your help!


Tags: atl-rvw

bitbucket-cloud

cloud
How to pass custom parameters from Bitbucket Cloud webhooks to Jenkins?
Asked by Daniele Peca:

I am pulling information from the webhook payload, but I would like to be able to pass custom parameters. I am using generic-webhook-trigger on Jenkins and the URL that I use is like this:

<http://jenkinsurl:port/generic-webhook-trigger/invoke?token=xxxxxxxxxxxxxxxxxxxx>

Jobs with that token start fine, but I would like to pass some custom fields.

Thank you.


Answers:
author: Mark C
body: Hi there,

Thank you for reaching out to the community.

Unfortunately, there's no feature in Bitbucket Cloud Webhooks for you to pass custom parameters to your destination server (i.e. Jenkins).  
You can, however, try to manually add parameters in your current Jenkins webhook URL after that "?token" parameter.

It will be something like this: [http://jenkinsurl:port/generic-webhook-trigger/invoke?token=xxxxxxxxxxxxxxxxxxxx\&some_parameter=value_here](http://jenkinsurl:port/generic-webhook-trigger/invoke?token=xxxxxxxxxxxxxxxxxxxx&some_parameter=value_here)

Regards,  
Mark C


Tags: bitbucket-cloud

cloud
Katalon getting error when trying to connect to http bitbucket repo
Asked by Chris Speier:

Katalon getting error when trying to connect to http bitbucket repo ..

*

  ```
  /api/v1/git/branch java.net.UnknownHostException: bitbucket.xxx.com: Name or service not known
  ```


Answers:
author: Christian Glockner
body: Hi Chris,

As the error says, the bitbucket.xxx.com name was not found, so that machine is not able to resolve the hostname, which means you have some DNS issues there that you'll need to resolve.  

Cheers,

<br />

Christian  
Premier Support Engineer  
Atlassian


Tags: bitbucket-server

server
variables not showing up in pipeline's UI views?
Asked by Jason Legako:

From this documentation: <https://support.atlassian.com/bitbucket-cloud/docs/variables-and-secrets/>  

<br />

I added the variables to my bitbucket_pipelines.yml file like so:  
- step:  
name: UI Testing for $BITBUCKET_BRANCH to $BITBUCKET_PR_DESTINATION_BRANCH  

<br />

and in bitbucket's pipeline UI it shows "UI Testing for $BITBUCKET_BRANCH to $BITBUCKET_PR_DESTINATION_BRANCH" and doesn't fill the variables with the branch names?  

<br />

<br />


Answers:
author: Syahrul
body: G'day [@Jason Legako](/t5/user/viewprofilepage/user-id/5126719)

Based on your description you wish to use environment variables in your steps name?

If yes, that's an expected outcome because the name is supposed to be unique and used to describe the step. The environment variable is only available under Script, as it's used to specify a list of commands to be run.

I can't locate any existing Feature requests on this, so if you are interested, please let me know so I can raise one.

Cheers,  
Syahrul

comments: author: Jason Legako
body: TYVM. I see, yeah raise a ticket imo, would be really important to be able to name which UI tests are running based on to/from branch.  

So you're saying it HAS to be inside a script whereas the docs say it can be inside the file OR a script?  

From the Docs: <https://support.atlassian.com/bitbucket-cloud/docs/variables-and-secrets/>  

"You can access the variables from the bitbucket-pipelines.yml file or any script that you invoke by referring to them"


author: Syahrul
body: Hey [@Jason Legako](/t5/user/viewprofilepage/user-id/5126719)

Apologize for the confusion. The script I mention is in the YML configuration.

```
pipelines: 
 default: 
   - step: 
         script: 
         - <script>
```

With that said, I have raised a new feature request on behalf of you at:

[BCLOUD-22425 - Ability to use variables in step name](https://jira.atlassian.com/browse/BCLOUD-22425)

Don't forget to **Vote** and **Watch** the feature request so that you'll receive an update whenever we have any in the future.

Cheers,  
Syahrul


author: Jason Legako
body: removed


Tags: bitbucket-cloud

cloud
Failed Container 'docker' exceeded memory limit on atlassian/renovate-scan pipeline
Asked by Roman_Kovalenko:

I get "Failed Container 'docker' exceeded memory limit" on community [atlassian/renovate-scan](https://bitbucket.org/atlassian/renovate-scan/src/master/) pipeline.

Any ideas how to fix this since I'm using existing pipeline from atlasian?


Answers:
author: Syahrul
body: G'day [@Roman_Kovalenko](/t5/user/viewprofilepage/user-id/5126541), and Welcome to community!

Based on the error you received, the pipe docker container uses more than the allocated default 1GB memory.

You'll need to increase the docker container memory to 1.5 GB or more depending on the situation as the following example:

```
definitions:  services:    docker:      memory: 1536  #Increase memory to 1.5 GB
```

If it's still failing, you'll need to use the 2x options to double up the default 4 GB memory allocated to 8 GB so you can allocate more memory in the docker services.

Example use of 2x options:

```
options:  size: 2xpipelines:  default:    - step:        script:          - echo "test"definitions:  services:    docker:      memory: 2048  #Increase memory to 2 GB
```

Hope this helps!

Cheers,  
SYahrul


author: Roman_Kovalenko
body: my pipeline is very simple:

![pipeline.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/235580iD1D8B68B0ACB0F6E/image-size/large?v=v2&px=999 "pipeline.JPG")


Tags: bitbucket-cloud

bitbucket-pipelines

cloud
repository transfer not receiving mail
Asked by Q Helmer:

My collegue want to transfer a repository to my account. This has been a couple of hours ago and I still have not received the email to confirm it (also checked spam folder).

I however did receive the inivitation to collaborate with his workspace, so it does not seem I am on the blacklist I read about on this community.


Answers:
author: Syahrul
body: G'day [@Q Helmer](/t5/user/viewprofilepage/user-id/5126469) and welcome to the community!

Based on my observation, I don't see any issue with our email delivery to your email or suppression. So I suspect the email is likely being redirected somewhere within your mailbox.

I suggest checking your Spam or any other folder/filter in your mailbox that might've redirected the transfer email.

Also, try searching for "notifications-noreply@bitbucket.org" email, as transfer emails are generally sent out from this email.

Let me know how it goes.

Cheers,  
Syahrul


Tags: bitbucket-cloud

cloud