youngmon/atlassian-qna huggingface dataset:
how we can add new option in jia customer portal
Asked by Kishor Mudhili:

how we can add new option in jia customer portal like attached screenshot![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/329042iCA26CF532B53D793/image-size/large?v=v2&px=999 "Capture.PNG")


Answers:
author: Vijay Dadi
body: I guess that is not available, but will watch out this space, if someone answers this one.


Tags: cloud

jira-service-management

jira-service-management-cloud
User '712020:ad8bb858-d668-4dc5-b075-a7a79b876156' cannot be assigned issues
Asked by Nur Amira:

Hi.

I need help.

I want to put this user as an assignee, but it shows this error

"User '712020:ad8bb858-d668-4dc5-b075-a7a79b876156' cannot be assigned issues"

How do I fix this?

I want this user to be assignee and able to assign the ticket to other user.


Answers:
author: John Funk
body: Hi Nur - Welcome to the Atlassian Community!

Check the permission scheme for the project and make sure the user has the assignable user permission.

comments: author: Nur Amira
body: can you show me how I can check it in the permission scheme?


author: John Funk
body: Sure - go to Project Settings \> Summary \> then click on the Permission scheme on the lower right. Find the permission for Assignable User

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/329106iEE91E902BB63CE61/image-dimensions/467x120?v=v2 "Screenshot.png")


author: Nur Amira
body: Can customer be the assignee? since that customer want to delegate to her team members. Is it possible?


author: John Funk
body: No, the person must have an Agent license for Jira Service Management because those are the only persons who can change values of JSM issues or transition them. Customers do not have a license.


author: Nur Amira
body: Noted that, thank you John Funk.


Tags: assignee

cloud

jira-service-management

jira-service-management-cloud
Custom user picker on form has no users to select from when form is attached via automation
Asked by Nicole Bowman:

I have a request that is created via automation when an email request is received that matches certain conditions. Once the request is created, the automation attaches a form, fills in some of the fields based on information from the email and then sends an email to the responsible manager asking them to complete the form. The status of the form is Open for edits.

When I tested completing the form on the portal, I noticed that the custom user picker that is set to a specific group of users (group set up in user management), is empty and there are no users to select from even when typing in a name that I know is in the group. There is another custom user picker on the form that should display all users but only displays agents. The status of the form is Open for edits with the Submit and Cancel buttons available at the bottom of the form.

When an agent views the request, the status of the form is Open for edits but the form is not editable until the agent chooses Edit form. The user pickers then work as expected.

Please note that we have the request and form set up and working correctly when the request is created manually via the portal by a customer. The global and project permissions are set correctly and the user pickers work when the request is created via the portal.


Answers:
author: Mark Higgins
body: Hi Nicole,

I'm guessing here, as the only thing that appears between the two tickets, is that one os created by the Portal (and it works), and then one comes in from e-mail, and the automation then appends forms to the ticket.

Hence, is the request type of the automated ticket changed to be the same as if it came from the portal?

IT's like the form is attached empty?

On the automation rule can you re-fetchthe issue data, to see if that kicks it into gear?

Regards

Mark


Tags: automation

cloud

forms

jira-service-management

jira-service-management-cloud
How to Automatically set Affected Laptop field according to the Reporter when an Incident is created
Asked by Paul Diu:

I have created an option where you can select the Affected laptop that is assigned to the Reporter when creating an Incident.

At the moment I have to manually select the laptop in the Affected Laptop field (it will only show the laptop that is assigned to the reporter).

Is there a way to automatically fill the Affected Laptop instead of doing it manually?

I'm thinking Automation but not sure how to this.

![Screenshot 2024-06-06 165506.png](https://community.atlassian.com/t5/image/serverpage/image-id/328240i6E882F48A861B4EB/image-size/large?v=v2&px=999 "Screenshot 2024-06-06 165506.png")


Answers:
author: Mark Higgins
body: Hi Paul,

If everyone has a 1 to 1 relationship with a laptop, then yes, you can use automation to lookup the asset and assign it to the Affected Laptop field.

![Screenshot 2024-06-11 140438.png](https://community.atlassian.com/t5/image/serverpage/image-id/329040i6310AC4D16AB31A7/image-size/large?v=v2&px=999 "Screenshot 2024-06-11 140438.png")

comments: author: Paul Diu
body: Thanks for your response, Mark. Apologies but I am very new with this, so I don't really understand the above.

As a background on how I created the link between the Reporter and their laptop.

1. I created separate Object Schemas for Laptops and Employees. I've created the "Owner" attribute in the Laptop object type and linked it to the Employee schema.

![Screenshot 2024-06-11 165038.png](https://community.atlassian.com/t5/image/serverpage/image-id/329048iA6D7515075D839F1/image-size/large?v=v2&px=999 "Screenshot 2024-06-11 165038.png")

2. I then created the Custom Field "Affected Laptop" with the below Field Scope.

![Screenshot 2024-06-11 170317.png](https://community.atlassian.com/t5/image/serverpage/image-id/329049iB859821AD04BB9EB/image-size/large?v=v2&px=999 "Screenshot 2024-06-11 170317.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Hi Community! I would like to know if anyone has tried synchronizing JSM assets
Asked by Kristal Vanessa Mora Vargas:

Hi Community! I would like to know if anyone has tried synchronizing JSM assets with some kind of budget, where, for example, if you have a list of materials and some are used, the budget for that collaborator is reduced according to the price of the material.

Thanks


Answers:
author: Frederic Wolf
body: That is very similiar to the in Stock / Out off Stock Szenario which we often have in ITAM.

What exactly is your Goal, whaat are your thoughts to implement it?

Is the Budget also in Assets as Object or Outside?

comments: author: Kristal Vanessa Mora Vargas
body: I was considering including the budget in a custom field and setting up an automation to decrease the budget amount based on the cost of the asset used by the collaborator. It's just an idea, and I'm not completely sure yet


author: Frederic Wolf
body: Hey,

what dou you mean by Custom Field?

A Custom Field in Jira/JSM for Issues? Do you want to manage the Budget within an Issue?

OR

An Attribute within an Assets Object?

---

Let me sugest a quick idea, how i would solve this. To do so, I have some assumptions:

1. You have bookable Asset Types, which are populated over JSM as Request Type
   1. In this example I take the Notebook, which is within a Schema ITAM (IT Asset Management and the Object is called "Supported Notebooks"
      1. Supported Notebooks is only the List of available Notebooks
      2. There has to be another Object Type which holds the unique Asset
      3. I suggest you try the ITAM Example/Template Schema
   2. "Supported Notebooks has the following Information
      1. Name ("Manufacturer - Model - UnitPprice")
      2. Manufacturer
      3. Model
      4. UnitPrice
2. You have one ore multiple Budgets for Customers, Divisions or any other Kind of Organizational Unit
   1. Yoe need the following Object Types:
      1. Oranisation Unit
         1. Name
         2. Members
         3. Description
      2. Budget
         1. Budget Name
         2. Organisation Unit (Reference)
         3. Description
         4. Budget Size
         5. (Optional) Budget Item (Reference)
      3. (Optional) Budget Item
         1. In my world i normally have a division and i have multiple Budge Positions / Budget Items, One for New Notebooks, One for Peripherie , One for ... ou can use it, but it makees it more complex
         2. Name ("Budget - Budget Item"
         3. Budget Size
         4. Budget Used
         5. Budget Left
         6. Description

How could the possible proess look like?

* A customer orders a new Notebook
  * Approval Process and so on...
  * You order it and set a Status: Ordered (You can also wait until close of the ticket or what you want
* Automations:
  * Creates a new Object in the Notebooks Assets for the ordered Notebook
  * Automation recognizes the Budget or BudgetItem by the Requester, calculates and sets Budget Used and Budget Left.

This is just a high level overview, but it should work like this.


Tags: cloud

jira-service-management

jira-service-management-cloud
Using JQL in Automation
Asked by Jaylon Douglas:

I set up an automation so that when an issue is unassigned for 30 minutes, it sends a reminder email and it's been working great. The problem is we will have tickets that come in sometimes on the weekend and in the middle of the night. How do I change my automation so that we only get the reminder emails during business hours Monday to Friday 0800 to 1700?


Answers:
author: Joseph Chung Yin
body: [@Jaylon Douglas](/t5/user/viewprofilepage/user-id/5485173) -

Welcome to the community. You can change your automation rule to be triggered from a "Scheduled" (essentially cron scheduling setup). This means that your rule only be executed in the specified times.

Hope this helps.

Best, Joseph Chung Yin


author: Aaron Pavez _ServiceRocket_
body: Hi [@Jaylon Douglas](/t5/user/viewprofilepage/user-id/5485173)

There is a When:Scheduled

![2024-06-10 17_31_37-Rule builder - Automation - CaseSF - Jira ? Mozilla Firefox.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/329007i1FE79F18AD968BD0/image-size/large?v=v2&px=999 "2024-06-10 17_31_37-Rule builder - Automation - CaseSF - Jira ? Mozilla Firefox.jpg")

That will run it based on Time.

More info here:

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

Regards

Aaron


Tags: cloud

jira-service-management

jira-service-management-cloud
How to include hyperlink to JIRA issue with email response via automation
Asked by Kathy Wahler:

I am trying to send an email notification when a JIRA issue is created that is unassigned. The email notification works however when I receive the email, I am able to get the issue key to generate however it is not displayed as a hyperlink. I am using JIRA Server not cloud.

Is there a way to do this without writing html (which I do not know how to write). Thank you!


Answers:
author: Vijay Dadi
body: use it like

\[{{issue.url}}\] OR

\[{{issue.key}}\|{{issue.url}}\]

The \[\] around links are optional in the case you do not want to use any alias for the link.

This should do the magic !


author: Vijay Dadi
body: try {{issue.url}}.

this will automatically out the complete url for the particular issue.

comments: author: Kathy Wahler
body: Thank you, while this does show the complete url it is still not the actual hyperlink in the email.


Tags: automation

jira-service-desk-unknown-hosting-type

jira-service-management

jira-service-management-unknown-hosting-type
Hierarchical Request Types
Asked by Taryn Lachter:

We are building our our client-facing service portal where customers will be able to submit tickets directly to our support team. I am creating request types and groups to help streamline the external submitting and also internal triaging.

Is it possible to have a hierarchy within request types that would open new fields based on other fields? Or open a new form based on submitted fields?

Example: If the "code troubleshooting" field has two dropdown options of "resettable" and "reusable," the client would click "resettable" which would allow two new custom fields to be populated vs two different fields if "reusable" was selected?

If this isn't possible within fields, is there any function like this for helping build out our request types in enough detail?


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@Taryn Lachter](/t5/user/viewprofilepage/user-id/5056795)

You can achieve it using native feature called Forms. Here you can find detailed documentation about it: <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-forms/> .

comments: author: Taryn Lachter
body: Thanks Kate, that was super helpful! Do you happen to know why I can't access my forms on their attached request types within the Create button inside the project from the employee perspective? It's only allowing the forms to be accessible from the ServiceDesk Portal.![Screenshot 2024-06-25 at 8.09.44?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/331646iC8DFEB55433C1E3A/image-size/large?v=v2&px=999 "Screenshot 2024-06-25 at 8.09.44?AM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service Management - Forbidden(403) for customer and admin
Asked by JD:

Hi, I have a Jira Service Management Project. We have been up and working for a while and sometime this year it stopped worked for some people. I have a customer and an admin who both can't access the submit a request form. This is the error they get.

![Forbidden_error.png](https://community.atlassian.com/t5/image/serverpage/image-id/328995iF8CDA916365F3159/image-size/large?v=v2&px=999 "Forbidden_error.png")

I have verified that the channel and customers have access as shown below.

![image (6).png](https://community.atlassian.com/t5/image/serverpage/image-id/328996iCB0F0D7A981D2ACA/image-size/large?v=v2&px=999 "image (6).png")  

![image (7).png](https://community.atlassian.com/t5/image/serverpage/image-id/328997iF0A50A7EEBD656A1/image-size/large?v=v2&px=999 "image (7).png")

I have had them try in an incognito window and that still throws the 403 error for them. I am able to access the form so it isn't for everyone. I don't know what else to do to fix this. It is odd to me that one use who can't access it has administrator permissions on the service management project. Also that the customer I am testing with has submitted requests successfully in the past.   

I have verified that we are in a standard license and are paying for 4 admin users. We seem to be the middle of our billing cycle.   

I have looked through the other questions/forums and haven't found any success.


Answers:
author: Nadhila Savira
body: Hey JD,

This is Nadhila from Atlassian.

So sorry to see that some of your users are facing this issue. I've created a new support ticket for you since there are many different aspects we'd love to look at to determine the root cause of this issue, and since this is happening to specific users, it is important to see their individual permissions.

You'll hear from us soon!


Tags: cloud

jira-service-management

jira-service-management-cloud
Allow movement of issue without visibility of issues on receiving service project
Asked by Adam Linger:

We have multiple service projects set up in our environment and, as you can imagine, there are often tickets opened in the wrong project. We want to allow users of project 1 to move an issue to project 2, however we don't want to allow the users to be able to see the existing tickets in Project 2 as it can at times hold sensitive information. Is this possible with Jira? The only method I've found so far is making that users a team member in project 2, however that then allows them full visibility of existing issues in the project. Thanks in advance.


Answers:
author: J_ Caldwell
body: So - one thing I feel the need to say: If you are moving issues between projects, and you are using advanced forms, that data can be lost when you move the issue. Just want to call that out as a risk.   

So if project 2 has sensitive information, but you want folks to be able to create/move issues into it, you could use issue security levels to secure and lock down to visibility of issues after they are created (to prevent team from project 1 from seeing them). You'd want some automation to potentially auto assign security level after an issue is moved into project 2.

comments: author: Adam Linger
body: Great point about the advanced forms and data, that has been considered, and I appreciate you bringing up that point.

I will look into issue security levels, not something I had yet considered, thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
How often is data backed up?
Asked by Jesse Ortega Jr:

In the "Track storage and move data across products" doc it is says:

Automated Amazon Relational Database Service (RDS) backups are generated daily and retained for 30 days to allow for point-in-time data restoration. RDS snapshots are encrypted at rest.

Is this backup available for Jira customers and if so, what is the procedure to get a backup?


Answers:
author: Daria Kulikova
body: Hello [@Jesse Ortega Jr](/t5/user/viewprofilepage/user-id/3558849) ,

As an alternative to manual backups that [@Michel Neeser](/t5/user/viewprofilepage/user-id/1828853) mentioned, you can try to use third party backup tools, like GitProtect backup and Disaster Recovery software for Jira Software, Jira Service Management, and Jira Work Management. The backup solution follows t[he backup best practices](https://gitprotect.io/blog/jira-backup-best-practices/) and provides full data covarage, automated scheduled backups, multiple storage compatibility, multi-storage system (once you strat protecting your data you get GitProtect storage free) to keep up with the 3-2-1 backup rule, long-term and unlimited retention, ransomware protection, restore and Disaster recovery, etc.

Find us on Atlassian Marketplace: [https://marketplace.atlassian.com/apps/1228719/gitprotect-io-backups-for-jira-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1228719/gitprotect-io-backups-for-jira-cloud?hosting=cloud&tab=overview)

If you have any questions related to Jira backup feel free to schedule [a live custom dem](https://calendly.com/d/3s9-n9z-pgc/gitprotect-live-demo?month=2024-06)o to discass any Jira backup questions

Kind regards,

Daria


author: Michel Neeser
body: Hi [@Jesse Ortega Jr](/t5/user/viewprofilepage/user-id/3558849)

Atlassian only creates backups for disaster recovery, which means that these backups are not available to customers. You can find more information [on this page](https://www.atlassian.com/trust/reliability/cloud-architecture-and-operational-practices#data-backups):
> We don't use these backups to revert customer-initiated destructive changes, such as fields overwritten using scripts, or deleted issues, projects, or sites. To avoid data loss, we recommend making regular backups. Learn more about creating backups in the support documentation for your product.

You need to create backups manually to be able to recover from them, as described [here](https://support.atlassian.com/jira-cloud-administration/docs/export-issues/).

Hope this helps!

comments: author: Jesse Ortega Jr
body: This is what I suspected. Thank you for confirming and sharing the links.


Tags: cloud

jira-service-management

jira-service-management-cloud
Routing based off cascaded selection
Asked by Michael:

Hi,

Multiple teams are using the same service desk, and I'm seeking the best method to route requests based on a cascaded selection. I have a custom field called "customer service team" with two options, which I want to populate based on the selection from the cascaded field. Unfortunately, I can't use cascaded fields in JSM automation. Does anyone have a solution or a workaround idea?


Answers:
author: Joseph Chung Yin
body: [@Michael](/t5/user/viewprofilepage/user-id/2764853) -

Hi Michael:

Actually you can use Automation setup against Cascade select field data type. What you will need to use is the concept of SmartValue in automation + the condition testing will be based on "smart value" conditions (also previous known as Advanced Comparison condition) to test for the criteria

![2024-06-10_11-20-01.png](https://community.atlassian.com/t5/image/serverpage/image-id/328977i0019735AF70E3E4F/image-size/large?v=v2&px=999 "2024-06-10_11-20-01.png")

For the parent value -

{{issue.customfield_xxxxx.value}}

For the child value -

{{issue.customfield_xxxxx.child.value}}

Once you try it out, you should be able to setup the necessary actions to fire when the conditions match.

Here is the reference guide for using Smart Values - <https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/>

Hope this helps.

Best, Joseph Chung Yin

comments: author: Frederic Wolf
body: Hey [@Michael](/t5/user/viewprofilepage/user-id/2764853) ,

[@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) was a little bit faster then me, but i want to provide some more explanation and example.

I have a Request Type which is using an cascading for type of damage (Schadenstyp), which is customfield_11595.

![2024-06-10 22_33_48-Audit log - Automation - Depot Support - Jira und 5 weitere Seiten - Gesch?ftlic.png](https://community.atlassian.com/t5/image/serverpage/image-id/329003iE38C58EBA2BAF9D9/image-size/large?v=v2&px=999 "2024-06-10 22_33_48-Audit log - Automation - Depot Support - Jira und 5 weitere Seiten - Gesch?ftlic.png")

So you can simply add the combinations in an if/else and choose the actions you need.

Would be nice to have a second if/else level, but we do not, so you have to run through all combinations you have and add the actions you need.


author: Michael
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Both suggestions worked great

Thanks you


Tags: automation

cloud

jira-service-management

jira-service-management-cloud