youngmon/atlassian-qna huggingface dataset:
Permissions Issue in Customer Portal ?
Asked by Touqeer Anjum:

Hi,

I seem to be facing an issue with a user being unable to view the project in the Portal.

![4.png](https://community.atlassian.com/t5/image/serverpage/image-id/298907iF2BE131BF9A99FD6/image-size/large?v=v2&px=999 "4.png")

The user is a Customer, and not an agent, but there is no Project in his Portal, and the Permission Helper shows the below.  
*is not a member of any of these project roles: Service Desk Team, Administrators, atlassian-addons-project-access. You can change this by going to the* [*'JIRA1' project roles*](https://vilicom-enterprise.atlassian.net/plugins/servlet/project-config/JIR/roles)

![1.png](/t5/image/serverpage/image-id/298893i753A1EE368143454/image-size/large?v=v2&px=999 "1.png")

All permissions seem to be fine but I did not understand why its showing above to add thei customer to the mentioned roles.

User is added to Project Settings \> People as well with Service Desk Customer Role.


Answers:
author: Touqeer Anjum
body: Thanks,

The user is showing as Invited, and was last active today.

![5.png](https://community.atlassian.com/t5/image/serverpage/image-id/298912i450BB9D8499A66B3/image-size/large?v=v2&px=999 "5.png")


author: Marc - Devoteam
body: Hi [@Touqeer Anjum](/t5/user/viewprofilepage/user-id/4561572)

To me, It might be that the user associated with this email address is disabled in Atlassian Administration.

Are you able to check this, otherwise ask a site or org admin to check.

comments: author: Touqeer Anjum
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

I have checked, the user is not disabled.

![5.png](https://community.atlassian.com/t5/image/serverpage/image-id/298909i6FB2158CB95424D9/image-size/large?v=v2&px=999 "5.png")


author: Marc - Devoteam
body: Hi [@Touqeer Anjum](/t5/user/viewprofilepage/user-id/4561572)

Not in product access.

You need to be in the "Directory" section in Atlassian Administration and within "Users" find the use and look at the user details.

example of a suspended user

![Screenshot 2024-01-04 at 15.09.56.png](https://community.atlassian.com/t5/image/serverpage/image-id/298910i83573E0160379FC0/image-size/large?v=v2&px=999 "Screenshot 2024-01-04 at 15.09.56.png")

This user could still have product access, but this gets overruled by the fact the user is suspended.


Tags: cloud

jira-service-management

jira-service-management-cloud
help with building a regular expression for automation rule
Asked by Stefan Voogt:

Can anybody help me with the following.  
We receive alerts from Microsoft defender from different customers.  
The problem is that in some alerts the organization name is not provided so we don't know from which customer or client the alert is coming from.  
According to this article ( [Parse issues](https://confluence.atlassian.com/jirakb/how-to-parse-issues-description-using-automation-1305970828.html) )you should be able to build a regular expression so we can extract the to string with the e-mail (alias) the mail has been send to.  
I'm no developer and have limited scripting experience.   
In the raw data from the email you can find this info:  
![parse-info.png](/t5/image/serverpage/image-id/298888i02FCF188FBF715C4/image-size/large?v=v2&px=999 "parse-info.png")

is it possible to extract the email address behind to, and then use that information to set a label?

Thx in advance


Answers:
author: Jeroen Poismans
body: Hi Stefan,

I can help you with the regex:

```
To:\s*([^\r\n]+)
```

This should match everything after "To:" (group 1). Have a look at this regex tester site:  
<https://regex101.com/>

To validate you can paste your raw data in the **TEST STRING** box, for example:

```
From: sender@example.com
To: email@domain.com
Subject: Your subject here
Date: Date and Time
```

In the **REGULAR EXPRESSION** box you can test the regex above. In the **MATCH INFORMATION** box to the right it will show you the result.

Hope this helps!

Jeroen

comments: author: Stefan Voogt
body: Hi Jeroen,

Thx that is working :)  
Next issue :)  
currently i have this rule:  
![mail-rule.png](https://community.atlassian.com/t5/image/serverpage/image-id/299045i2AA090E3A5CBCFAD/image-size/large?v=v2&px=999 "mail-rule.png")

I'm using aliases to send mails to jira.  
in this rule even when i change (route443) to (something) in defender and send a mail to jira, the label field is still populated.   
Basically wat I need is only when the To address matches the first part of the e-mail (before the @) then the label field needs to be filled.  

Next phase is then how can i put this in one rule using multiple addresses and multiple labels.  
so   
Client1 \> Label client1  
Client2 \> Label client2  
etc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer creating their own accounts question
Asked by Terry Dance:

We wanted to stop external customers from being able to create their own portal account when accessing our portal, so we disabled the "Allow portal-only accounts to be created for new customers accessing the help center", but we still have the "Allow customers to create accounts" option turned on so "unregistered" customers emails will still be actioned.

The issue we now have is that is that when we want to add a new customer to an organisation, we get an error due to the "Allow portal-only accounts" option being disabled. We can temporarily turn this on, create the customer, then turn it off again.

Is there a way we can still have the customers unable to create their own portal account being disabled, while we can create customers ourselves without having to turn the option on then off again?


Answers:
author: Marc - Devoteam
body: Hi [@Terry Dance](/t5/user/viewprofilepage/user-id/5385711)

Yes, you can, you can just add external users via the customer option, you just require there email address.

comments: author: Terry Dance
body: When the "Allow portal-only accounts to be created for new customers accessing the help center" option is disabled, it blocks customer creation in that way, and through the organisation.

We can just switch it on and off to get around the error, but theres got to be a better way?


author: Marc - Devoteam
body: Hi [@Terry Dance](/t5/user/viewprofilepage/user-id/5385711)

You can also leave the "Allow portal-only accounts to be created for new customers accessing the help center" enabled, but only let set domains you would like to create there accounts.

example

![Screenshot 2024-01-04 at 14.45.12.png](https://community.atlassian.com/t5/image/serverpage/image-id/298906iF3CFE5CE466ED2AA/image-dimensions/304x224?v=v2 "Screenshot 2024-01-04 at 14.45.12.png")


author: Terry Dance
body: We have that switched off as we don't want people creating their own accounts.


author: Marc - Devoteam
body: Hi [@Terry Dance](/t5/user/viewprofilepage/user-id/5385711)

If you allow requests to be raise via email you can't circumvent this, as the email option is there so unregistered customers can create an issue, they will be registered upon issue creation via the email.

So if you really only want accounts to be created, you need to disable the email option to raise a request.


Tags: cloud

jira-service-management

jira-service-management-cloud
Add mention in comment to watchers/participants
Asked by Bartek dro:

Hi,

How can i automatically add some user as participant or watcher on issue if i [@mention](https://community.atlassian.com/t5/user/viewprofilepage/user-id/732788) them in comment ?


Answers:
author: Florian Bonniec
body: Hi [@Bartek dro](/t5/user/viewprofilepage/user-id/5397882)

You should be able to do it using Scriptrunner, maybe automation for JIRA as well.

For Scriptrunner it would be a listener on MentionIssueCommentEvent:

```
event.getToUsers()*.getUsername()
```

Regards

comments: author: Bartek dro
body: Could you show me what the entire script will look like?  
I'm a total beginner.


author: Florian Bonniec
body: Hi

I do not have currently any instance to do some test.

This script should do what you are loking for.  

```
import com.atlassian.jira.user.util.UserManager

import com.atlassian.jira.component.ComponentAccessor

import com.atlassian.jira.issue.watchers.WatcherManager

WatcherManager watcherManager = ComponentAccessor.getWatcherManager()

UserManager userManager = ComponentAccessor.getUserManager()

event.getToUsers()*.getUsername().each{ userNameMentioned ->

        ApplicationUser userMentioned userManager.getUserByName(userNameMentioned)

        if(userMentioned){

            watcherManager.startWatching(userMentioned, event.getIssue())

        }

}
```

Regards


Tags: data-center

jira-service-management

jira-service-management-server

server
Disabling the specific issue type creation
Asked by Sandesh TM:

We have a requirement for the specific client such that one of the issue type has to be disabled and should not be available for creating the new ones. Is there any solution possible through configuration?


Answers:
author: Marc - Devoteam
body: Hi [@Sandesh TM](/t5/user/viewprofilepage/user-id/5305975)

This would require a marketplace app that extends the workflow options within Jir or a scripting app

You could use:

* JMWE
* JSU
* JWT
* Scriptrunner

I prefer JMWE, but that's a personal prefference


author: GNarsimhagowda - Empyra
body: Hi [@Sandesh TM](/t5/user/viewprofilepage/user-id/5305975) ,

You can use the validator in create transition, which **JMWE** plugin is providing, In this you can specify which group,project roles or a custom field containing users or groups.

Thanks.


author: Asha Goyal
body: [@Sandesh TM](/t5/user/viewprofilepage/user-id/5305975)

You can acheive it by simply removing the create screen from the Issue configuration, or take the help of the plugin like scriptrunner.

Kindly vote and Accept the ans if this helps.

Thanks

comments: author: Nic Brough -Adaptavist-
body: Please stop using AI to answer questions, they do not understand how Jira works.

In this case, it is wrong because you can not remove the create screen from the configuration.

A validator is the only answer.


author: Asha Goyal
body: [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

Apologies for the confusion here. when I say remove the screen, keep the screen empty without any field on it. If summary which is the mandatory field is missing, user will not be able to create a issue, and this is the solution I provided to one of my clients without the help of any plugin and it worked as expected.

Correct me if I still misunderstood.

Thanks [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)


author: Nic Brough -Adaptavist-
body: This does not work. It prevents everyone from creating the issue type.

If that is the actual goal, then the right solution is to remove the issue type from the issue type scheme, so it is not available.

There is no "confusion" here, you need to stop using LLM AIs to answer questions. Jira needs an expert AI, not an LLM.


Tags: jira-service-management
Need to reply using the email linked to the JSM project
Asked by Ayush Lawania:

Hey,

I have created a JSM project and linked a email box (abc@gmail.com) to it in which we receive emails regarding our request, but whenever any notification is sent to customer it shows some other email address, I would like show all the responses sent from abc@gmail.com instead of \<jira@nationalautocare.atlassian.net\>, how can I achieve that.


Answers:
author: Mayuresh Kamble
body: Hi [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132) ,

You can go through this [Documentation](https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/) and see if it can help.

Regards,  
Mayuresh


author: Rebekka Heilmann _viadee_
body: Hi [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132)

Go to project settings \> Notifications \> Notification Email

and change it to your custom email adress.

comments: author: Ayush Lawania
body: I tried but with this we can only change the prefix, but i want to change the entire email address, I tried adding it to the incoming mail server but still I do not see the email address which I added.


author: Rebekka Heilmann _viadee_
body: have you read the documentation [@Mayuresh Kamble](/t5/user/viewprofilepage/user-id/5095826) has provided as well?

[Add custom email addresses for product notifications \| Atlassian Support](https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/)

To be able to sent emails from custom domains you need to add that domain to your Atlassian Organization. I guess that didn't happen yet.


author: Ayush Lawania
body: that's a microsoft email address, how can

i add it in domain, i do not want to add it as a domain, is there any other way?

The email address where we receive emails is this: fastsupport@apcoeasycare.onmicrosoft.com  
I believe this should not be the case where I have to add it as a domain, that wont be possible right, we can not add each and every service management email addresses as domain.


author: Rebekka Heilmann _viadee_
body: fastsupport@apcoeasycare.onmicrosoft.com is an email adress.

apcoeasycare.onmicrosoft.com is the domain of that adress. That is the part you need to claim, if that is your companies domain. For instance, other Service Teams in your company would have

slowsupport@apcoeasycare.onmicrosoft.com  
nosupport@apcoeasycare.onmicrosoft.com

and so forth. Your personal email adress should use the same domain?

If that is not the case, then your company doesn't have its "own" domain and it's going to be almost impossible to claim it in Atlassian anyway. If so, i would recommend switching back to Atlassian standard email adress to be consistent inbound and outbound.


Tags: cloud

jira-service-management

jira-service-management-cloud
Attached form not showing up in Teams Helpdesk request, shows in portal
Asked by MichaelC:

in request types \> forms I can attach a form and it shows up in portal, but the attached part is missing when using Microsoft teams helpdesk \> New request to create the same request  

How an I get the attached form to be visible from anywhere someone raises that request?


Answers:
author: Brant Schroeder
body: [@MichaelC](/t5/user/viewprofilepage/user-id/5397677) welcome to the Atlassian community

The forms provided in JSM are currently only available in the application portal or issue view. They do not work in integrated applications currently.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can Jira be used to create new employees in ADP?
Asked by Jessica Sims-Gousse:

I know that ADP can be used to send information to Jira, but can it be the other way around?

We have an onboarding platform that doesn't integrate with ADP, but it does integrate with Jira.   

Looking to have them exported to Jira to create the issues/onboarding tasks, and at some point during the process, Jira exports the file into ADP to create a new employee.

Has anyone done this before? How possible is it?


Answers:
author: Prabhu Palanisamy _Onward_
body: HI [@Jessica Sims-Gousse](/t5/user/viewprofilepage/user-id/5397536) - I just published an article that you may find useful.  
<https://community.atlassian.com/t5/App-Central/Integrating-Jira-with-ADP-Workforce-Now-Unlocking-Next-Level-HR/ba-p/2636256>

comments: author: Yatish Madhav
body: Thanks for this [@Prabhu Palanisamy _Onward_](/t5/user/viewprofilepage/user-id/5245705)


author: Yatish Madhav
body: Thanks for the post [@Jessica Sims-Gousse](/t5/user/viewprofilepage/user-id/5397536) and the answer [@Lovee Eric](/t5/user/viewprofilepage/user-id/5397409)

Could you perhaps share any online documentation available for the features in the ADP to Jira and vice versa integrations (for cloud) if possible?

Thank you


author: Lovee Eric
body: [@Jessica Sims-Gousse](/t5/user/viewprofilepage/user-id/5397536)

Could you please review the Atlassian API documentation available on their official page?

Additionally, it would be beneficial to consult with your integration team.

<https://developer.atlassian.com/server/jira/platform/rest-apis/>

Thanks

Lovee Eric


Tags: cloud

jira-service-management

jira-service-management-cloud
Allowing confluence users to create tickets on behalf of other users
Asked by Dean Truong:

Hi, I have a JSM portal set up to allow our org's users to go in and create helpdesk tickets. However, it seems right now the only way to allow users to be able to create on behalf of other users is to make that person an administrator. Is there another way to do this without having to make all users jira administrators?


Answers:
author: Odd_lynice
body: Hi [@Dean Truong](/t5/user/viewprofilepage/user-id/4666315)

I would like to assume that you are using Jira Service Management cloud - if so it would be worthwhile to check on your JSM portal permission.

Please see [Set up and manage portal access](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/)

Wondering why not allow all your Org users to create or raise tickets in JSM - instead of having someone else create it on their behalf?

Theodore

comments: author: Dean Truong
body: All our org users are able to create tickets in JSM. However, I was thinking of the scenario where a CS rep might not be able to log into their system and need help resetting their password. In that situation, I'd like them to go to their supervisor and their supervisor can create the ticket for them.

I know there are other ways they can contact us and the service desk agents can create the tickets, just trying to limit how often the service desk agents will need to create tickets for others.

After testing around with the permissions, it seems only Service Desk Agents and Administrators seem to only have the option to create tickets on behalf of other org users that I was able to find.


author: Odd_lynice
body: [@Dean Truong](/t5/user/viewprofilepage/user-id/4666315)

Do you think this can work for your use case

![Screenshot 2024-01-05 at 9.40.49 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/298995i5D863D4C71AA78A4/image-size/large?v=v2&px=999 "Screenshot 2024-01-05 at 9.40.49 AM.png")

Then maybe for the specific project you can go to project setting \>\> custome permission \>\> open the project so that anyone can submit tickets to this JSM project.

![Screenshot 2024-01-05 at 9.43.20 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/298997iC1338EF7139B7A5F/image-size/large?v=v2&px=999 "Screenshot 2024-01-05 at 9.43.20 AM.png")

This way end users can do it without getting added as admin in JSM.  

Hope this helps

Theodore


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation - AQL Missing
Asked by Dustin Alcock:

I have multiple automations using AQL but when I'm going to create a new automation, AQL is no longer available in branching. Only Advanced branching and Branch Rule /related issues. If I go into an existing AQL automation and delete that automation component, I can't add it back in either. Obviously I could clone an existing automation and repurpose it, but I'm concerned that AQL is being taken away?

Did I miss the removal memo? Bug?


Answers:
author: Rodney Dsouza _Atlassian Certified Expert_
body: [@Dustin Alcock](/t5/user/viewprofilepage/user-id/4774587) There are 2 reasons I can think of why you may not see the AQL option:

1. It is only if you set your Automation rule to be 'Global', that not within a single JSM project

2. In general Automation does not support nested branching and so if you are trying to use an AQL branch within an existing branch, the option will not show up


author: Eugenio Onofre
body: Hi [@Dustin Alcock](/t5/user/viewprofilepage/user-id/4774587)

AQL is not being taken away but the product is definitely under constant evolution. I would recommend checking if there were any changes on the Atlassian Release Notes or, otherwaise, since you have Premium subscription, raise a ticket with Atlassian Support at <https://support.atlassian.com>

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i enable a portal facing virtual agent
Asked by Tyson Morris:

I don't have slack or teams. We use google workplace. What is the best way to start to deploy a virtual agent?


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

What part of Google workplace are you using for online chat? Meet, chat, or messages? (I know that's a fuzzy question, as Google are trying to move to something more unified)

Atlassian only has Slack for Virtual Agents at the moment. An MS-Teams integration is next on the list, with global implementation soon (assuming the current testing goes well).


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I find the API for my bitbucket workspace?
Asked by Aikam Boparai:

I currently work under an enterprise and thus my API URL is not api.bitbucket.org rather the url is something like bitbucket.company.com. Is there a way I can find the API URL from within bitbucket itself?


Answers:
author: Syahrul
body: Hey [@Aikam Boparai](/t5/user/viewprofilepage/user-id/4994776)

Welcome to the community!

I believe if you are on Bitbucket cloud, which uses the bitbucket.org domain, your API endpoint should be:

```
 https://api.bitbucket.org/2.0/
```

That said, please check our API documentation below to find out more about Bitbucket cloud API:

* [Bitbucket API endpoint](https://developer.atlassian.com/cloud/bitbucket/rest/)

I hope this helps

Cheers,  
Syahrul


Tags: api

bitbucket-cloud

cloud
Internal Customer Email Notification
Asked by Patryk Mucha:

I am attempting to use the role **Service Desk Customer** for a group in a Feedback project. My goal is to have the users in the group be able to submit tickets and be notified in Jira and via Email if the status on their ticket is updated or commented on.

The notification settings in the project seem to be set up correctly, but users in the group still do not receive notifications. I updated the role of one user to Service Desk Team, and that user was able to receive notifications from the project. The problem is that users in that group have too much access to the project.

I used the System Notification Helper and users in the role 'don't have permission to view issue'.

Does this have something to do with a JSM Customer Access setting, using Internal Customers and Approved Domains?

Thank you!


Answers:
author: Ajay _view26_
body: Hi [@Patryk Mucha](/t5/user/viewprofilepage/user-id/5235712)

Can you check out the troubleshooting guide from Atlassian support

- <https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html>

Cheers

Ajay


author: Igor Medeiros - Modus Create
body: Hi [@Patryk Mucha](/t5/user/viewprofilepage/user-id/5235712) ,

If you are looking for alternatives, our app [Notification Assistant for Jira](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview) can help you by providing fully customizable notification rules, templates, and much more.

Feel free to reach out.


Tags: cloud

jira-service-management

jira-service-management-cloud