youngmon/atlassian-qna huggingface dataset:
Does Atlassian have a ChatOps Plugin for Microsoft Teams GCC Hight Tenants?
Asked by Brian Robles:

Hello,

I was wondering if Atlassian has a ChatOps plugin with GCC High Tenants. So far, it seems like at the moment, that plugin is only available for the standard commercial MS Teams. I'm not sure if anyone here also has a GCC High Tenant in their environment and a plugin that works similar to ChatOps they can refer me to. We are very interested in having the ability to open and view a ticket from Microsoft Teams Chat.


Answers:
author: Juan Carlos Pin
body: Hi [@Brian Robles](/t5/user/viewprofilepage/user-id/5520650)

Maybe you can try the other way round, from MS Teams Apps to Jira, check that out.

Rgds.


author: Juan Carlos Pin
body: Hi [@Brian Robles](/t5/user/viewprofilepage/user-id/5520650)

So have you tried the integration with MS Teams?

[Integrate Jira Cloud with Microsoft Teams \| Jira Cloud \| Atlassian Support](https://support.atlassian.com/jira-software-cloud/docs/integrate-jira-cloud-with-microsoft-teams/)

Maybe you can want to try Slack as an alternative?

[Integrate Jira and Slack to Eliminate Context Swit... - Atlassian Community](https://community.atlassian.com/t5/App-Central/Integrate-Jira-and-Slack-to-Eliminate-Context-Switching-and/ba-p/2312095)

Regards!

comments: author: Brian Robles
body: Hi Juan!

I am running Jira Service Management on Data Center so I don't see the **app** option. I only have the marketplace accessible and even that doesn't have ChatOps or anything that relates to Teams implementation as far as I know.

Our GCC High tenant doesn't also seem to have Jira Integration available either it seems :(.

Regarding slack, we want to use MS Teams exclusively so Slack won't work for us.

Best,  
Brian


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

microsoft-teams

server
Is it possible to add multiple values in Workflow Property?
Asked by Hacel Adriano:

I need to add multiple values in the workflow property, is it possible?  

<br />

Thanks in advance for the help![workflow property.png](https://community.atlassian.com/t5/image/serverpage/image-id/329828i58BF2AFB3EBFB2A0/image-size/large?v=v2&px=999 "workflow property.png")


Answers:
author: Hacel Adriano
body: Just to update and for future reference.  

The answer would be to **suffix the value** after the Property Key, instead of putting it in the "Property Value" field.  

Example.  
To add multiple groups with the same Workflow Property, do as follows:

<br />

jira.permission.edit.group.\[**groupID 1** \]  
jira.permission.edit.group.\[**groupID 2** \]  

I hope it helps.

comments: author: Kacper Micha?ek
body: When I specify group ID in key, should i write it in value as well?


author: Hacel Adriano
body: Hi [@Kacper Micha?ek](/t5/user/viewprofilepage/user-id/5452537) , no need. Only the group ID.


Tags: cloud

jira-service-management

jira-service-management-cloud

workflow
Mover una subtarea de un proyecto a otro
Asked by MooveCars ITSoft:

Tengo 2 proyectos en jira (Soporte y Telefon?a)

Me llega una solicitud de una nueva incorporaci?n, entre las subtareas que debo crear para esta solicitud esta Crear cuentas, plataformado de equipos y solicitud de M?vil + linea, esta ultima la atiende el agente del proyecto de Telefon?a, lo que necesito es mover esta subtarea al proyecto de telefon?a y tener actualizaciones del estado de esa subtarea movida, no creo poder ponerme como observador por que no soy agente del proyecto telefon?a


Answers:
author: Valerie Knapp
body: Hola [@MooveCars ITSoft](/t5/user/viewprofilepage/user-id/5504261) , bievenid@ y gracias por la tu pregunta.

I will switch to English for the benefit of other people who might have this same issue, if you don't mind.

I was able to get something to work using automation. Basically, on the Sub-task issue creation, to specify the issue type, you can also add other conditions, like the Summary, etc.

Then I used a branch and the action "create an issue with a request type" because you will need to transform the Sub-task into an independent issue type in order to move it and enable it to be realized in the other project. All I am doing here is the creation and copying the Summary, but you could copy and / or set other field values.

![Screenshot 2024-06-15 13.34.18.png](https://community.atlassian.com/t5/image/serverpage/image-id/330038i7AD98B0626D5AFB0/image-size/large?v=v2&px=999 "Screenshot 2024-06-15 13.34.18.png")

I used this rule as a blueprint <https://www.atlassian.com/software/jira/automation-template-library#/rule/1357127/25938462> . I always recommend people who are new to Automation to check out this library that Atlassian makes available exactly for this reason. For me, it is very helpful to structure the approach you need to use to make the rules do what you want them to.

I hope this helps you. Please share your feedback or ask again if you need more help.

Cheers!


Tags: jira-service-management
Can I configure JSM so that customers don't have to log in to Atlassian?
Asked by achapman:

I have a JSM site and on the service desk portal that customers see, there's knowledge base docs and the ability to log support tickets. I want anyone I invite to have easy access to this.

I do not want this portal open to the public. I want to invite my customers so that I can slot them into the correct Organization.

The problem I have right now is that when I invite users who work for a company that also has a domain associated with Atlassian, they have to log in to their Atlassian account first. Many of them are confused by this, they don't even know what an Atlassian account is.

Is it possible to configure it so that users will never see an Atlassian login screen when visiting my service desk site?   

I'm ok with them seeing a login page to gain access to our service desk but I don't want them to have to go through the Atlassian log in process.


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@achapman](/t5/user/viewprofilepage/user-id/5422601). The simple answer is no---at least not as you describe. Sorry.

See this previous question/answer for additional insights, although I suspect you've already done this research based on your comments above:

#### [Solved: Do customers actually need to log in to the portal or not?](https://community.atlassian.com/t5/Jira-Service-Management/Do-customers-actually-need-to-log-in-to-the-portal-or-not/qaq-p/1795594) {#toc-hId-345907561}

-dave


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Email requests Reporter is not the Sender
Asked by Sol?ne:

**Context**

We have Emails Requests enabled with a Jira Service Management project. So, when one of our customers sends an email to our Support email address, it creates a ticket. That part works fine.

**Problem**

Except I realised that **some** (only some) tickets are created with our support email address support@company.com as Reporter, instead of the initial Sender, the client.

I can't figure out why sometimes the reporter is as expected, and sometimes it's our support email.

**Expected behavior**

Reporter field is filled with Sender (client) email every time.

**What I checked**

- The Incoming Mail section. Most advice on Internet suggest to set it up. But for JSM email requests it goes through JSM mail handler that is different. Here is a screenshot of our Incoming Mail settings:

![screencapture-kadensis-atlassian-net-secure-admin-IncomingMailServers-jspa-2024-06-13-19_09_07.png](/t5/image/serverpage/image-id/329777i64A82A30F18610F5/image-dimensions/497x317?v=v2 "screencapture-kadensis-atlassian-net-secure-admin-IncomingMailServers-jspa-2024-06-13-19_09_07.png")

- Project settings \> Email requests \> Manage Allow list (did not do anything)

- Project permissions are fine too (proved since it works in some cases)

- Customer permissions:

![image.png](/t5/image/serverpage/image-id/329784i50FEF3E2BAC78F0D/image-dimensions/433x307?v=v2 "image.png")![image.png](/t5/image/serverpage/image-id/329786i022697B3D18F65FC/image-dimensions/420x262?v=v2 "image.png")

Ok, I did my best to explain it all. I did check similar issues here but could not find any fix unfortunately. I'm happy to add any additional info that would help.


Answers:
author: Elena Lurye
body: Hi [@Sol?ne](/t5/user/viewprofilepage/user-id/5520407) ,  

Can you also check the project's email requests logs?  
Go to **Project settings** --\> **Email requests** , and then View logs:  

<br />

<br />

![Image 6-13-24 at 10.18?PM.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/329835i8FFDFEAF46B26127/image-size/large?v=v2&px=999 "Image 6-13-24 at 10.18?PM.jpeg")

comments: author: Sol?ne
body: Hi! I have checked the logs indeed. I cannot put a screenshot since there are many emails in there, but the logs are fine. Each request is logged as "new request".


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue Security Level - manually edit
Asked by Adam Linger:

We have applied a security level scheme to our service desk and applied automation to ensure that security level is applied properly to new tickets. However I can't find a way to apply the properly security level to existing tickets. I attempted to edit the Issue view and the security level field doesn't appear to be available. I can add it to my form in my portal for users to create a ticket, but not to my issue view so I can edit existing tickets. Does anyone have a solution for applying a security level to existing tickets?


Answers:
author: Dave Rosenlund _Trundl_
body: Hello, [@Adam Linger](/t5/user/viewprofilepage/user-id/4371627). There are a lot of additional details in this previous post from another community member with the same question. Hope it helps:

#### [How to set Security Level on an Issue in Jira Service Management Cloud](https://community.atlassian.com/t5/Jira-questions/How-to-set-Security-Level-on-an-Issue-in-Jira-Service-Management/qaq-p/1833097) {#toc-hId-345906697}

-dave


author: Camilo Galleguillos
body: Hi, [@Adam Linger](/t5/user/viewprofilepage/user-id/4371627)

If you do not see the Set security level lock icon in the top right corner of the issue view, your user/role/group may not have permission to set the issue security level in the issue security scheme. Can you please confirm it?

[Create security levels for issues](https://support.atlassian.com/jira-service-management-cloud/docs/create-security-levels-for-issues/)

Best,  
**Camilo Galleguillos R.**

comments: author: Adam Linger
body: Hey Camilo,

Thanks for the suggestion. I don't see that icon unfortunately. I'm a global admin, and I had my other global admin's check and they don't see it either. I also checked the Permission helper in Jira and it states I have permission to do so. Not sure what else could be preventing this.


Tags: cloud

jira-service-management

jira-service-management-cloud
Import Tickets/Issues via CSV
Asked by Shawn McHenry:

Is it possible to import Issues from a CSV? We are migrating from another platform and I'd like to import currently active issues from that system into JSM.


Answers:
author: Ryan M
body: You definitely can --\> <https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-with-the-csv-importer/#> This documentation should get you started.

comments: author: Shawn McHenry
body: Thanks [@Ryan M](/t5/user/viewprofilepage/user-id/5340376) . I'll give it a try.


Tags: cloud

jira-service-management

jira-service-management-cloud
Show JIRA linked issues in Salesforce
Asked by Manu Dargan:

I have "linked issues" field added to the available fields section of the JCFS connector in salesforce, but the visualforce page does not show linked issues. To be clear I am trying to get the "linked issues" field to show up in the iFrame within Salesforce.

Any ideas?


Answers:
author: Manu Dargan
body: To be clear I am trying to get the linked issues field to show up in the iFrame within Salesforce


Tags: cloud

jira-service-management

jira-service-management-cloud
sla
Asked by Vilas Singh Koka:

Hi Community,

Sla's timer is not getting stopped even after the case status is under Resolved or Closed.

For few cases Sla gets stop when the status is Resolved and for few it wont.

Please help me regarding this any documents or video that help me regarding this issue please share.

I have attached the screen shot of SLA start stop condition and the error screen shot.![sla error1.png](/t5/image/serverpage/image-id/329696i2661C178B303931A/image-size/large?v=v2&px=999 "sla error1.png")![sla 3.png](https://community.atlassian.com/t5/image/serverpage/image-id/329704i04FDCBEA6252C9AF/image-size/large?v=v2&px=999 "sla 3.png")


Answers:
author: Duc Thang TRAN
body: Hello [@Vilas Singh Koka](/t5/user/viewprofilepage/user-id/5424639)

Can you share the configuration of your sla "Time to resolution"? , i see only start condition but not **pause condition** and **end condition**

comments: author: Vilas Singh Koka
body: ![Pause and Stop.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/329851i914AD653374C1AF7/image-size/large?v=v2&px=999 "Pause and Stop.PNG")


author: Vilas Singh Koka
body: Hi, Duc Thang TRAN,

Please find the screen shot of pause and stop condition.

Finish condition is when entered the status Resolved and Resolution Set.

Attached screenshot of the case which is still running and going to breach even after the case has been resolved and then closed.![SLA error2.png](https://community.atlassian.com/t5/image/serverpage/image-id/329854i68730A8A274CA956/image-size/large?v=v2&px=999 "SLA error2.png")![Pause and Stop.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/329855iDC1819510129BA0C/image-size/large?v=v2&px=999 "Pause and Stop.PNG")


author: Duc Thang TRAN
body: [@Vilas Singh Koka](/t5/user/viewprofilepage/user-id/5424639)

Do in history of ticket, you are able to see the transition to resolved et resolution set ?


author: Vilas Singh Koka
body: ![closed.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/329879i16CF6DE4230734FC/image-size/large?v=v2&px=999 "closed.PNG")Yes, In history of ticket, We are able to see the transition in resolved.![error 3.png](https://community.atlassian.com/t5/image/serverpage/image-id/329878i9B295429DB6314E8/image-size/large?v=v2&px=999 "error 3.png")


author: Duc Thang TRAN
body: Hello [@Vilas Singh Koka](/t5/user/viewprofilepage/user-id/5424639)

Thank you for all the details, but to me, it seems you have all the transitions in your ticket, and normally the SLA should stop.

I hope someone more experienced than me can spot an anomaly.

You may need to open a ticket with support, they can analyze auditlog sla and defect the anomaly


author: Vilas Singh Koka
body: Thanks for your help


Tags: cloud

jira-service-management

jira-service-management-cloud
Email Requests Dropping O365 connection
Asked by Matt Bischoff:

started around 3 days ago.

we are using a shared mO365 box on our queues that is dropping connection.

IE emails are received and no ticket is created.

there is nothing in the jira connectivity logs

only resolution so far has been disconnecting and reconnecting accounts but it is happening everyday.

__PRESENT


Answers:
author: Nadhila Savira
body: Hey Matt,

Nadhila from Atlassian here.

We'd need to investigate this issue further, as it seems oddly specific. I've created a support ticket for you, and we will be in touch soon.


Tags: cloud

jira-service-management

jira-service-management-cloud
User can't be found after migration
Asked by Furkan:

Hello everyone,

two days ago we migrated quite alot to our new parent company including atlassian.

We decided to keep our old e-mail since it was connected to atlassian via e-mail, after the migration one user dissapeared out of our directory, we can find his parent domain account (which is the wrong one, we accidentally migrated too early which created accounts for everyone with the new mail) but his old one is gone.

He is still logged in and can work but we cannot find him in our directory. When he tries to login in incognito he can't login and gets an error.

I had invited the account via the invite button with the old mail but instead of a new account being created he just logged in the old account. And still not findable in our directory.

Does anyone know what's going on and how i find him?

update: he is completely logged out of atlassian after restarting his laptop for another issue. He cannot login at all anymore, even with an invite link


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Furkan](/t5/user/viewprofilepage/user-id/5216901)

If that user doesn't belong to your domain, he should be listed under "Users" and not "Managed Accounts". If that user's domain has been verified to another instance, then it's organization could have probably impose an SSO. Now, I don't know what credentials your user was using, but after migrating to the cloud, the old credentials are not valid.

comments: author: Furkan
body: we can find him in managed users but not in users itself.


author: Alex Koxaras _Relational_
body: So if you can find him in managed users, this means that the user belongs to your domain.

Did you add him to a group that grants him product access?


Tags: cloud

jira-service-management

jira-service-management-cloud
Certain users cannot return to project from the settings menu.
Asked by djohnson:

When the 'return to project' button is clicked, instead of redirecting the use to the home page of the project it redirects them back to the settings page. This happens when a user tries to exit the settings page of a project someone else created. Both users affected have full admin permissions and should be able to see the project if they have full perms in the settings page of the project.


Answers:
author: Alex Koxaras _Relational_
body: Hi [@djohnson](/t5/user/viewprofilepage/user-id/5261788)

This usually happens when the user do not have the browse project permission. Go to the project settings, under people and grant the users the appropriate role.

Let me know if that helped.


author: Nikola Perisic
body: Hello [@djohnson](/t5/user/viewprofilepage/user-id/5261788)

Have the users tried with logging off and logging in? Incognito mode?


Tags: cloud

jira-service-management

jira-service-management-cloud
Description field not visible in clients portal
Asked by Dymitr A:

Our clients use the JSM system.

Tickets in JSM are created in two ways - by the administrator through cloning a task from Jira and then transferring it to JSM, and by clients through a form available in the JSM portal.

If a client adds a ticket using the form, they can see all the details of the ticket in the portal. However, if the ticket is added through cloning and transferring from Jira, the user in the portal only sees the summary of the ticket (title) but does not see the description of the ticket in the portal.

The ticket has a request type set, so it is visible in the portal, and the form fields are not duplicated.

What needs to be done to make the description field visible in the portal for users when transferring a task from Jira?  

cloud version


Answers:
author: Nikola Perisic
body: Welcome to the community [@Dymitr A](/t5/user/viewprofilepage/user-id/5520164)

When the issue gets cloned from Jira, does the user see the option See details?

comments: author: Dymitr A
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624),  
no.   

Only when the user submits the issue using the form, then can see the details.


author: Dan Breyen
body: Hi [@Dymitr A](/t5/user/viewprofilepage/user-id/5520164) welcome to the community! Based on this [Atlassian ticket](https://jira.atlassian.com/browse/JSDCLOUD-10803), it appears something might still be wrong with how the Request Type is defined. If you look at the ticket from the Agent View, do you see the correct Request Type set? If you change it, then change it back, does the description then show? That might indicate something is wrong in your cloning steps.

Hope that helps.

comments: author: Dymitr A
body: Hi [@Dan Breyen](/t5/user/viewprofilepage/user-id/5086375),  
thank you for your answer.   

***If you look at the ticket from the Agent View, do you see the correct Request Type set?***   
- Yes I can see the request type setup in agent view, and in the portal view.  
In the agent view I can see the description field, but I can not see it in the portal view.   

***If you change it, then change it back, does the description then show?***   
- I tried this, and it is not working.  

***That might indicate something is wrong in your cloning steps.***   
- Cloning or moving. But this is something that happens automatically, and at no stage is there an issue of field mapping.  

<br />


author: Dan Breyen
body: I'd open a ticket with [Atlassian Support](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/) and get their input.


author: Dymitr A
body: It will probably have to end that way.

I was hoping that, like most problems with JSM, this one could also be solved with the help of the community :)


Tags: cloud

jira-service-management

jira-service-management-cloud
View Priorities description in ticket
Asked by Siobhan O_Leary Donkin:

Hi,

We have added our own descriptions to the priority field in Jira SM. When our agents view the ticket, we want them to set the priority in the Issue view. However, they can not see the descriptions here.

Is there a way to display the descriptions in the Issue view? Even if this is just a text box or similar? (see screenshot below, ideally next to the drop down or close)

So far the only way they can see the descriptions is to hover on the icon from Queue view, but that only shows the one that is selected at the time.

Many thanks, Siobhan![Screenshot 2024-06-13 131020.png](/t5/image/serverpage/image-id/329684iD7F80CA2F7C50891/image-size/large?v=v2&px=999 "Screenshot 2024-06-13 131020.png")


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Siobhan O_Leary Donkin](/t5/user/viewprofilepage/user-id/5270912)

Unfortunately you can't show the description as you would like to. You could create a new priority scheme and add next to the priority name the description, but that would be real ugly imho.

Two proposed solutions:

1. Use an issue matrix and automation to auto adjust the priority
2. Sent our written directions to the agents about the priorities' descriptions

comments: author: Siobhan O_Leary Donkin
body: Thanks.

I haven't really read about issue matrix and automation so I will look at that as well.

Many thanks, for your response.


Tags: cloud

jira-service-management

jira-service-management-cloud