youngmon/atlassian-qna huggingface dataset:
SSO with Crowd and cookie hassle
Asked by GSC:

Hi community,

I am running Confluence, Jira Core, Service Desk and Crowd under the same local IP address and PostgresQL, different ports though. Crowd setup works, bidirectional application linking as well, everything fine.  

I find myself with the situation that I have to constantly re-enter user id and password and get kicked out constantly of the account. It seems, this entire setup causes havoc and the cookies do not differentiate ports, which sucks big time.  

Questions:  
1.) Any suggestions how tho get this working, besides using several independent browsers?  
2.) Would a workaround with subinterfaces work, binding the applications to different IP-Addresses? if so, where do I change the IP address Attlassian applications bind to at startup?  

Thanks a lot,  
Gernot  


Answers:
author: Bruno Vincent
body: Hello [@GSC](/t5/user/viewprofilepage/user-id/671978)

1/ Please take a look at this [KB](https://confluence.atlassian.com/jirakb/user-is-constantly-logged-out-of-jira-192872663.html) for a list of resolution strategies for this problem.

2/ If the IP addresses are resolved to the same server name, that won't be of any help. The closest approach to this is to have different DNS entries for your IP, for instance confluence.yourdomain.com, jirasd.yourdomain.com. In such a case Crowd SSO obviously has to be configured for yourdomain.com.

comments: author: GSC
body: Hi, I am not using DNS.


author: Bruno Vincent
body: Well, as Crowd SSO is domain based, I strongly suggest that you do.

If for some reason you can't bind to a DNS server, you can add entries to the hosts file of your computer (C:\\Windows\\System32\\Drivers\\*etc* \\hosts on Windows, /etc/hosts on macOs and Linux). For instance:

```
127.0.0.1 localhost jira.yourdomain.com jirasd.yourdomain.com confluence.yourdomain.com
```

Then add yourdomain.com as the Crowd SSO domain in the general settings of Crowd's administration console.


author: GSC
body: Went with the context path modification option for the time being, works fine now.

Thanks for your assistance!
Estimation of resources for Crowd
Asked by Daniel G.:

I am trying to estimate the hardware requirements for Atlassian Crowd running in container. Number of users should be no more than 2000.  
Regarding hardware requirements I have define it so far like this:

memory: 4GB,

volume size: 40GB

CPU cores: 2

Oracle DB size 5GB?  

Any suggestions would be appreciated!


Answers:
author: Bruno Vincent
body: Hi [@Daniel G.](/t5/user/viewprofilepage/user-id/1896541)

You should be fine with those specs.

You might also want to take a look at the following answers: <https://community.atlassian.com/t5/Crowd-questions/Server-Capacity-required-for-Crowd-installation-on-separate/qaq-p/675079>


author: Daniel G.
body: Thanks Bruno this is helpful!  
I tried to search about the topic but this page I missed somehow.


Tags: database
Unable to change SSO domain "The supplied domain is invalid"
Asked by dummy:

Hello,

we need to change the SSO domain. I have tried .mydomain.com and mydomain.com. But I get the error "The supplied domain is invalid.".

How can I fix this please?

Ralf


Answers:
author: dummy
body: What is described in the KB article, was also my assumption. Therefor if I log in with myolddomain.com, I never will be able to change the SSO domain to mynewdomain.com.

After reconsidering the constraint I simply have removed the SSO domain. Saved it. Logged in again based on the new domain and now I was able to save the new domain.


author: Edwin Kyalangalilwa
body: Hi [@dummy](/t5/user/viewprofilepage/user-id/549256),

Please take a look at this related KB article.

[Unable to Set SSO Domain Due to Error "The supplied domain is invalid"](https://confluence.atlassian.com/crowdkb/unable-to-set-sso-domain-due-to-error-the-supplied-domain-is-invalid-203392701.html)

comments: author: dummy
body: Thx for the KB article, which helped me to find the right way.
Send Web Request with Attach
Asked by Simone Esposito:

Hi, we are trying to send a ticket attachements to a third-party platform (Service Now) using Jira Automation.

This 3rd party application exposes an API that accepts any type of attachments In the body of the request it is expected that the content of the file must be sent (text, pdf, img, etc)

We noted that JSM when sending files, sends a different Content-Length and this causes, according to our analysis, an incorrect reception of the file by the third-party application

We have noticed that with a normal client, for example cURL, the Content-Length is correct and the file is received by the third-party application.

We also tried to overwrite the Content-Length header in the SendWebRequest Action, but the client does not make the request (generates a 500 error)

Could you help us , please ?

Greetings


Answers:
author: Marc - Devoteam
body: HI [@Simone Esposito](/t5/user/viewprofilepage/user-id/5578856)

Contact SN support why there is an issue on there API if a content length differs.

Seems the 3rd party API can't handle this.

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

Jira SendWebRequest Action send a wrong Content-Length when we send a binary file. We maked the same http request with Jira SendWebRequest to our mock web service for debug, and Content-Length was wrong


author: Marc - Devoteam
body: Hi [@Simone Esposito](/t5/user/viewprofilepage/user-id/5578856)

Check this community post, it might help you solve your issue

[Send-web-request-HTTP-Status-500](https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Send-web-request-HTTP-Status-500/qaq-p/1246562)


Tags: cloud

jira-service-management

jira-service-management-cloud
how do I set custom ringtones for OpsGenie alerts in the Jira mobile app?
Asked by Peter Morgan:

We are transitioning from the OpsGenie mobile app to Jira. The other day I got my regular special alert from my mobile OpsGenie app, but just a ding from the Jira app... i.e. same sound for when someone edits a backlog story that's assigned to me.

I've seen where I can "Customize critical alerts and notifications" but the only setting is for volume

I've also seen help pages that say custom sounds "apply to the Jira mobile app" and another that says "custom sounds will be seamlessly integrated into the iOS app". This does not give me much hope for my Android device. I want to be able to pick a notification sound that's already on my phone and hear it when an alert notification is received.


Answers:
author: cmays
body: This is helpful. <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sms-and-voice-notifications/#Contact-information>


author: cmays
body: I am dealing with the same thing. I tried customizing the ring tone in the app but the alert sounds never changes. What gives? <https://support.atlassian.com/jira-service-management-cloud/docs/customize-alert-notification-sounds-in-your-jira-mobile-app/>


Tags: cloud

jira-mobile-apps

jira-service-management

jira-service-management-cloud
External Links in Portal Group
Asked by Antonio Taylor:

Is there a way to add an external link to a portal group in JIRA Service management. I know you can add external links to your portal, but I want to add the link to my portal group.


Answers:
author: Manoj Gangwar
body: Hi [@Antonio Taylor](/t5/user/viewprofilepage/user-id/5578956) ,

Welcome to the Atlassian Community!!

As per my understanding, currently, it is not feasible.

comments: author: Antonio Taylor
body: So, there is no way to add a link to either the title or something they click on without having them open a portal?


author: Manoj Gangwar
body: Nope, I would suggest you to add links on the request types.


Tags: cloud

jira-service-management

jira-service-management-cloud
[Portal] How to detect which Portal Group was used in issue when reusing same request type?
Asked by tmiksa:

How to detect which Portal Group was used in issue when reusing same request type?


Answers:
author: Mikael Sandberg
body: Hi [@tmiksa](/t5/user/viewprofilepage/user-id/4632730),

Welcome to Atlassian Community!

The short answer is that this is not possible. The portal group is not associated with the request type once the request has been created.

comments: author: tmiksa
body: Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to add customers to watchers list?
Asked by Sriram Nagarajan:

I need to add a customer to a watcher list. Is this possible? If so, how can this be done. Appreciate any help.


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

Another option is to create an Organization in JSM. Then you can add users to that Organization. Then everyone in that Organization can see all of the tickets that have been submitted by users in that Organization. It's not the same as "watchers" but it might provide the functionality needed. And doesn't cost an extra license.

And then another option is for an Agent to add the customer to the Request Participants field.

comments: author: Sriram Nagarajan
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) Fantastic idea. Thank you! :-)


author: John Funk
body: You are welcome. Good luck!


author: Mikael Sandberg
body: Hi [@Sriram Nagarajan](/t5/user/viewprofilepage/user-id/5578834),

Welcome to Atlassian Community!

This would only be possible if you give your customers access to your instance, not just as customers in JSM. Only users that have product access to your instance can be added as watchers.

This why there is a field for Request participants, that is how you add customers as "watchers" to a request. Depending on how your project is configured anyone can be added as request participant.

comments: author: Sriram Nagarajan
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) Thank you so much for your help. Much appreciated.


author: Rishabh Jhawar
body: [@Sriram Nagarajan](/t5/user/viewprofilepage/user-id/5578834) , Welcome to the community!

You can add your customer to the service ticket. Try this:

![jira temp 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/344289i5BA75ECA0C01E2AD/image-size/large?v=v2&px=999 "jira temp 1.png")

<br />

**Regards,**

**RJ**

comments: author: Sriram Nagarajan
body: [@Rishabh Jhawar](/t5/user/viewprofilepage/user-id/5564153) Thank you.


author: Rishabh Jhawar
body: Happy to help :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Have instructions at beginning of service request
Asked by Sigr??ur J?nasd?ttir:

I would like to have some intstructions at beginning of a service request. Just Please note that service is nota available between blablabla..... so the requester thinks twice before entering a request. Can anyone send directions for that?


Answers:
author: Chris Rainey
body: Hi there,

When you create a request type, you can add a Request type description as well as Instructions to help inform the customer as they select the request type. You can configure both of these from the "Request form" view of the Request type settings. Example below

![Request Type.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/344276iBE65CE5551E54D5D/image-size/large?v=v2&px=999 "Request Type.PNG")


author: Rishabh Jhawar
body: **Hello [@Sigr??ur J?nasd?ttir](/t5/user/viewprofilepage/user-id/5578777) ,**

Welcome to the community!

**Most importantly, I suggest creating and connecting a Confluence knowledge base. This will help reduce the overall number of tickets created as it will enable self help.**

For this case, there are two points to consider:

* If you want to inform people/customers about the availability of service/support personnel, I recommend using Portal Announcements. This way, everyone will receive the notification.

![announce 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/344296i32DBFB0AF958EA55/image-size/large?v=v2&px=999 "announce 1.png")

![announce 3.png](https://community.atlassian.com/t5/image/serverpage/image-id/344294iC4D72E6F6D9D960A/image-size/large?v=v2&px=999 "announce 3.png")

* Additionally, please describe the issue type clearly so that customers can ensure they are using the correct ticket type.

**Regards,**

**Rishabh**


author: Valerie Knapp
body: Hi [@Sigr??ur J?nasd?ttir](/t5/user/viewprofilepage/user-id/5578777) , welcome to the Atlassian Community and thanks for your question.

What you are describing sounds like an announcement banner to me, which displays a message to indicate the working hours of the service desk or can also be updated to say you're aware of an outtage or something, please don't open a billion tickets about this thing we already know about.

You can access the settings for announcements directly in the portal /help center home, like this

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/344275i8564ACEA3974A27E/image-size/large?v=v2&px=999 "image.png")

They look like this

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/344278iCDF87287B9E30727/image-size/large?v=v2&px=999 "image.png")

You can also change how the whole thing looks using the Look and Feel settings.

Does this meet your requirement? or do you have other questions or feedback?

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
Assigning ticket to the next on-call person
Asked by Jakub Drabik:

Hello, community,

We implemented JSM quite recently. First, the alerts went through OpsGenie, and now we have it all integrated.

As I understand, in order to be notified about an incident, an agent must be assigned to the issue. We do so using the Automation that automatically assigns the issue to On-call responder.

However, that fails if there's currently no on-call responder. We don't have 24/7 SLA, so there are blank timeslots. However, we want to be notified about the incident first thing in the morning when the SLA shift starts.

How can we achieve that?


Answers:
author: Marc - Devoteam
body: Hi [@Jakub Drabik](/t5/user/viewprofilepage/user-id/5578733)

Welcome to the community.

No I don't think that is possible.

You might be able to send an API call in the automation and get the next on call responder

[api-v1-schedules-scheduleid-next-on-calls-get](https://developer.atlassian.com/cloud/jira/service-desk-ops/rest/v2/api-group-schedule-on-calls/#api-v1-schedules-scheduleid-next-on-calls-get)

See to extract the user id from the response in a variable, then an assign action where you use the variable.  

It a suggestion, you can try. I'm currently not albe to test this for you.


Tags: cloud

jira-service-management

jira-service-management-cloud
Share tickets
Asked by giorgio rastrelli:

I need to configure at the organization level whether the customers of the organization are allowed to share tickets. If I decide that sharing is not permitted, I would like the system to provide an option to enable this setting.

thanks in advance


Answers:
author: giorgio rastrelli
body: Hi Dave , but I can't chose this option for each organizzation . Correct ?

Thanks in advance


author: Dave Mathijs
body: Hi [@giorgio rastrelli](/t5/user/viewprofilepage/user-id/2489928)

Got to \<yoursitename\>atlassian.net/jira/settings/products/jira-service-management configuration

Under paragraph **Organization management** you'll find the following option:

**Should new requests automatically be shared with a customer's organization?**

Select "No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise"

If the customer is a member of more than one organization, email requests will not be shared, even if Yes is selected above.

Please note that this setting is **site-wide** and valid for all service projects.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation Rule/JSON not updating one custom field user with another.
Asked by Tyler Giles:

I have 2 custom fields, 10030 is multi user picker, and 10185 is a single user picker. I want to make an automation rule that ADDS user selected in 10185 to 10030. I need to accomplish this using JSON. This is how I have the automation rule currently:  

<br />

```
{
"update": {
"customfield_10030" : [
{"add": {{issue.customfield_10185}}}
]
}
}
```

This returns error: *Error while parsing additional fields. Not valid JSON.*   

Does anyone know how I can successfully use JSON to ADD a single user from **customfield_10185** to **customfield_10030** ? Thank you for your time!  

![2024-08-28_07-57-40.jpg](/t5/image/serverpage/image-id/344243i0439F2E39882DBC4/image-size/large?v=v2&px=999 "2024-08-28_07-57-40.jpg")


Answers:
author: Tomasz Kowalczyk
body: Differences between multiuser and userpicker are that first returns array of users. Maybe problem is that you're trying to pass one user but you should pass an array of one user. Is this some kind of requirment achievieng it with json?. Is there no option to set edit field and than pass there a smart value of customfield value?

comments: author: Tyler Giles
body: [@Tomasz Kowalczyk](/t5/user/viewprofilepage/user-id/3784490) Thank you for your reply! So setting the smart value works, but it REPLACES what is already in customfield_10030, while what I am trying to do is ADD 10185 to what is already present in 10030.


author: Tomasz Kowalczyk
body: So maybe try too pass something like this :  
"add": \[ {{issue.customfield_10185}}\] i'm not sure is it properly configured json but for now i don't have place to test it.


author: Tomasz Kowalczyk
body: from documentation i found this part for setting multiuserpicker  

<br />

```
{ "fields": { "Multi User Customfield": {{issue.parent.Multi User Customfield.accountId.asJsonObjectArray("id")}} } } 
```


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset Management / AirTrack
Asked by Simon Carter:

Does anyone have information on what's going on with AirTrack?

Is there a community page? I can't seem to find anything.....


Answers:
author: Mark Higgins
body: The Canberra Atlassian User Group ran a session with Mike Jones last week.

<https://www.youtube.com/watch?v=XyX9J6O68J4>

Cheers

Mark


author: Nikola Perisic
body: Hi [@Simon Carter](/t5/user/viewprofilepage/user-id/5319420) , are you refering to this: <https://airtrack.io/contact/>?

comments: author: Simon Carter
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176) Yes that's the one, I loved the showcase at Teams24 that was done, and we have been eagerly awaiting it ever since.

Our Account Manager says it's been pushed out again until October now, but there just does not seem to be any content around it. (Not that I can find anyway)


author: Nikola Perisic
body: There was also another post about this here: <https://community.atlassian.com/t5/Jira-Service-Management/JSM-and-Airtrack/qaq-p/2625591>


author: Simon Carter
body: Yeah the trail just goes cold though, it would be good to get an update from the Asset Product Managers as to what the latest is.


Tags: cloud

jira-service-management

jira-service-management-cloud
PDF version of Jira form doesn't pull over the attachments
Asked by Lalithesh Channu:

Hello All  

I know that downloading Jira form as PDF won't pull over the attachments. Is there a workaround or an add-on to download Jira form with attachments?  

Thanks in advance  

<br />


Answers:
author: Shikha Verma
body: Hi [@Lalithesh Channu,](#) You can try "Better PDF Exporter for Jira" and "Jira PDF View Plugin" for this.


Tags: cloud

forms

jira-service-management

jira-service-management-cloud
Integrate 2 Jira Instances
Asked by Dan Allenby:

Hi,

We have a customer who wants us to integrate our Jira IT Service Management project with theirs. The idea being that they are able to raise tickets directly with us from their jira instance, and it then creates a ticket in our instance, with comments being passed back and forth. Is this possible to do? We would need to be mindful that they only had access to log tickets, as we do not want them seeing our other ticket information or data we hold for other customers.


Answers:
author: Rilwan Ahmed
body: Hi [@Dan Allenby](/t5/user/viewprofilepage/user-id/4227104) ,

I found 2 solutions but never tried.

1. <https://community.atlassian.com/t5/Jira-questions/Can-you-link-2-Jira-Cloud-Instances/qaq-p/1671876>  
**To do this you'll need to be a Jira Admin on both instance**

2. You should look for an app in the marketplace. Some suggestions are mentioned in <https://community.atlassian.com/t5/Jira-questions/Link-across-different-JIRA-Instances-2-Organisations/qaq-p/2492322>


Tags: cloud

integration

jira-service-management

jira-service-management-cloud
Portal shows different data on UI tab for windows/ubuntu machine
Asked by Vishal:

Hello,  

I have come across strange behavior on our Jira portal. I am using a Mac, and the portal shows the tabs as expected. My colleagues use Ubuntu/windows, but for them, one tab shows a different tab Name and description. You can see this in the attached images. 'Right UI' is mine, and 'Wrong UI' is what my colleagues see. This is pretty bad for our customers as it creates confusion. Can you please help me fix this issue?

Note: This behavior is same irrespective of what browser we are using on our respective machines.

![image (1).png](/t5/image/serverpage/image-id/344220i1689257253C3CBE0/image-dimensions/500x300?v=v2 "image (1).png")![image.png](/t5/image/serverpage/image-id/344221iDDB49BCC366E4EB8/image-dimensions/500x309?v=v2 "image.png")


Answers:
author: Cristian IONESCU
body: Hi Vishal,

The project "Apply for HPC Cluster" does not seem to be available to your customers. Please go to your project settings and manually add the affected customers to grant them access.

Hope this helps.

comments: author: Vishal
body: Hi Christian,  

Thanks for the quick response. But this is an open project. And everyone can see that project irrespective of permissions. Moreover, my colleagues can see it in incognito mode. We tried clearing the cache on the browser, but it did not work.  


author: Cristian IONESCU
body: If they can see it in Incognito it might be a browser problem.

Since you have cleared the cache I suggest to:

1.Disable Browser Extensions

2.Try Logging Out and Logging Back In

3.Reset Browser Settings

4.Update Your Browser

5.Check for Security Software or VPN Interference

6.Test in Another Browser


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation rule creation
Asked by Sukanya KM:

I want to create an automation rule for one of the forms (Visitor form) created in Jira.

When the field "MCF" selected in the form, the second approver should be assigned as one fixed name


Answers:
author: Samuel Gatica
body: Hi [@Sukanya KM](/t5/user/viewprofilepage/user-id/5472665)

Could you please provide additional context? Are you utilizing the native request type form or the new dynamic forms feature?

Best regards

Sam

comments: author: Sukanya KM
body: Hi Samuel,

I have an inhouse service request form that we created for visitors' entry. And we have applied approval workflow as well to that request.

Based on the selection of "Area" under the form, approval request should go to different manager.


author: Samuel Gatica
body: Hi [@Sukanya KM](/t5/user/viewprofilepage/user-id/5472665)

You have first to associate the Form field "Area" with a Jira field.

Then you can create an automation:

Trigger: Issue Created

Condition: if "Area" equals to "MCF"

Action: Edit issue - Modify approvers. (add fixed value)

Hope this helps!

Best regards

Sam


Tags: cloud

cloud-automation

jira-service-management

jira-service-management-cloud