youngmon/atlassian-qna huggingface dataset:
How do you stop time in SLA based on a priority?
Asked by Trenton Finley:

I was hoping that I could set time to stop on a request once the priority is placed on hold. Is this possible? When I edit the SLA and go to the Pause I have options, but priority is not one of them.

![Jira.PNG](/t5/image/serverpage/image-id/318007i0E3C97F19D0D5CE5/image-size/large?v=v2&px=999 "Jira.PNG")

Thanks,  
Trenton


Answers:
author: Vitaly_Berezovsky_SaaSJet
body: Hi [@Trenton Finley](/t5/user/viewprofilepage/user-id/5237970)

For these purposes, I can recommend the [SLA Time and Report](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How-do-you-stop-time-in-SLA-based-on-a-priority_20240419) for Jira.

In this addon, this can be easily implemented using the SLA settings, because we have the ability to pause a ticket when changing the priority of the ticket.

![4d20bf04-1c6f-4c8b-811c-c2699a483064.png](https://community.atlassian.com/t5/image/serverpage/image-id/326300i6540F999160A6CA1/image-size/large?v=v2&px=999 "4d20bf04-1c6f-4c8b-811c-c2699a483064.png")

I hope I was able to help you! If you have any questions, you can contact our support team or sign up for an online demo.

The application has a [30-day trial period](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How-do-you-stop-time-in-SLA-based-on-a-priority_20240419) and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings


author: Ste Wright
body: Hi [@Trenton Finley](/t5/user/viewprofilepage/user-id/5237970)

There's a limited list of fields you can use in SLA conditions - which are things like assignee changes, comments, status changes, etc.

I found this feature request - [JSDSERVER-2297](https://jira.atlassian.com/browse/JSDSERVER-2297) - but it's for custom fields. You could create a separate request for system fields? You can do that from here: <https://jira.atlassian.com/secure/Dashboard.jspa>

---

Alternatively, I'd check out App options on the Marketplace to extend SLAs, such as...

* [Time to SLA](https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=datacenter&tab=overview)
* [Time in status \| SLA \| Timer \| Stopwatch for Jira DC/Cloud](https://marketplace.atlassian.com/apps/1220908/time-in-status-sla-timer-stopwatch-for-jira-dc-cloud?hosting=datacenter&tab=overview)
* ...or another App from the [Marketplace](https://marketplace.atlassian.com/search?hosting=dataCenter&product=jira-service-management&query=sla)

Ste


author: Dan Breyen
body: Hi Trenton, Based on what you see, it looks like it's not doable with the Base code. This sounds like a great Suggestion for Atlassian to add. I took a quick look at [Atlassian's Jira site](https://jira.atlassian.com/secure/Dashboard.jspa) but couldn't find anything related.

I believe you can submit a suggestion from there to see if they can add it in the future.


Tags: data-center

jira-service-management

jira-service-management-data-center
Satisfaction Survey to random Users
Asked by Nils Waser:

Hello everyone

I would like to create a rule, that sends Satisfaction Surveys to random users.

By now I came this far:

![image.png](/t5/image/serverpage/image-id/317909i045375623014BF15/image-dimensions/310x354?v=v2 "image.png")

I triggered the rule several times, but I always get the Status "No Actions Performed". If I change the "If" Statement from "greater than 1" to "less than 1" the survey will always get sent.

Could anyone pls give me a hint into the right direction?

Thx so much.


Answers:
author: Stephen_Lugton
body: Running this simple logging automation below shows both less than and greater than 1 results.  

The calculation I used was:  

{{#=}}(random() \* 2){{/}}  

![Random.png](https://community.atlassian.com/t5/image/serverpage/image-id/317935iC9E731B0EBDD3CAE/image-size/large?v=v2&px=999 "Random.png")  

![Results.png](https://community.atlassian.com/t5/image/serverpage/image-id/317938i3E57EAE055E31C49/image-size/large?v=v2&px=999 "Results.png")

comments: author: Nils Waser
body: Thank you [@Stephen_Lugton](/t5/user/viewprofilepage/user-id/5180770) , it worked.


Tags: cloud

jira-service-management

jira-service-management-cloud
Using Jira groups to share requests in JSM Cloud
Asked by Nathan Weelen:

Hello,

It is currently possible to "Using Jira groups to share requests" in Jira Service Management Data Center. Here is the documentation : [Using Jira groups to share requests \| Jira Service Management Data Center 5.10 \| Atlassian Documentation](https://confluence.atlassian.com/servicemanagementserver0510/using-jira-groups-to-share-requests-1271269376.html)

We plan to migrate to the Cloud and I didn't find the same feature in Cloud instance and documentation. Is it possible to use Jira groups to share requests with customer ? (as for organization).


Answers:
author: Klaudia Sch?n_Deviniti_
body: Hi Nathan,

Unfortunately, Jira doesn't provide such an ability to share requests with group of users. The task for gathering interest there is in Jira backlog:

<https://jira.atlassian.com/browse/JSDCLOUD-1268>

You may vote on this issue and show Atlassian team that this feature is essential for you.


author: Sebastian Krzewi?ski
body: Hi [@Nathan Weelen](/t5/user/viewprofilepage/user-id/5101499) !

I don't think that this is possible in Cloud.

Regards,

Seba


Tags: cloud

jira-service-management

jira-service-management-cloud
No result with filter for dates in AQL
Asked by Maria Plavin:

I?m trying to create a search filter to find assets with an EOL date 30 days from now by using this query:

objecttype IN ("computer","network","printer") AND "EOL" \>= "now(+30)" ORDER BY Name ASC

The EOL is a custom field of the type Date.

I should get at least one hit with this filter, but only gets the message "No objects created. Impossible to create objects due to the current object type is abstract.".

If I this filter with the attribute "Created" instead, I get several hits.  
objecttype IN ("computer","network","printer") AND "Created" \> "now(-90d)" ORDER BY Created DESC

The difference of these two attributes, Created and EOL, is that the Created one also includes the time, which the EOL doesn?t. I have also tried another custom field of the type Date, where I also should get several results, but get none. Is there any issues with filtering using custom date attributes?


Answers:
author: Gikku
body: [@Maria Plavin](/t5/user/viewprofilepage/user-id/5474637) If you are looking for the assets with EOL in the next 30 days, you should be using *"EOL" \< now(30d)*

If looking for the ones after 30 days, the query should be *objectType IN ("computer","network","printer") AND "EOL" \>= now(30d) ORDER BY Name ASC*


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Specific user doesn't receive JIRA's e-mail notifications
Asked by it_mumbai:

Specific user (rakesh.barot@bkt-tires.com) doesn't receive JIRA's e-mail notifications. Not even welcome mail for signing up is been received. Kindly help me out. Working fine for rest of all customers and mail received by them.


Answers:
author: John Funk
body: Hi [@it_mumbai](/t5/user/viewprofilepage/user-id/3955876)

You should open a support ticket with Atlassian to see if the email address is on the suppression list.

<https://support.atlassian.com/contact/#/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Edit issue created under branch
Asked by Sal:

How can I edit an issue when its created using branch in automation for jira.

I am using branches to create multiple issues based on field values and then have to add forms to them.

Adding attach form to same branch where issue is created doesn't work. it adds form to the main(current) issue which is used to trigger this automation.

or if there is a way to add form using JSON under Additional fields?


Answers:
author: John Funk
body: Hi Sal,

Can you share your rule?


Tags: cloud

jira-service-management

jira-service-management-cloud
Could you please check the below questions and let us know if the JSM has these capabilities?
Asked by shivani shirguppi:

Could you please check the below questions and let us know if the JSM has these capabilities?

1. Can we assign task back to requestor?

2. Can we block the comment section when the request is assigned for development and requestor is only able to add/update comment when a requestor is "Refer back" , "UAT in Review" etc?

3. Can we define a request deadline? (For instance, request created on 11th April - Ideal SLA for a request is 4 days) which means that request should be closed by 15th April but SEO team instead of define SLA of 1 day took 2 days, hence the estimated request closer time should move from 15th April to 16th April)


Answers:
author: Dave Mathijs
body: HI [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115)

1. Yes, can you set the 'Reporter' as 'Assignee' of an issue when permissions are configured correctly.
2. Yes, You can set a status work property to restrict comments of issues in a specific status and/or specific groups of people.
3. Yes, you can create SLAs with specific goals that only 'run' during the calendar business hours you've defined.

comments: author: shivani shirguppi
body: 2nd point I didn't understand how to do it. Can you please share some documents? [@Dave Mathijs](/t5/user/viewprofilepage/user-id/2662590)


author: Dave Mathijs
body: Sure, this can get you started: [Use workflow properties](https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/)


Tags: cloud

jira-service-management

jira-service-management-cloud
Entering a request for a customer
Asked by kevin_john_murray:

Newbie question :)

We have a couple of people that are in direct contact with our customers. These two employees would typically end of up entering the request for the customer.

I guess they can use raise request to enter the request but how do i associate it with a customer?

The request has one numeric field to be entered and I was thinking maybe I could put a customer name drop down list so that I could select the customer but customer is not a list. Any help is greatly appreciated. Thanks.


Answers:
author: Els Bassant
body: Hi Kevin,

Welcome to the community.

If the two employees that are in direct contact with customers have agent permissions in the JSM project where they are entering the requests they should see a "*raise on behalf of*" field at the top request forms when raising request through the portal.

If they select the customer they need there the request will created as if raised by the customer (IE: the customer will be set as the reporter, and all notifications will go to the customer as usual).

[Here is the official documentation](https://support.atlassian.com/jira-service-management-cloud/docs/raise-a-request-on-behalf-of-a-customer/) page for more information.

Hope this helps,

Els


author: Ste Wright
body: Hi [@kevin_john_murray](/t5/user/viewprofilepage/user-id/5474510)

You might have already done some of these things, but I would...

* Ensure all customers are added as [JSM Customers](https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/)
* Add each Customer to the Reporter field, so responses can go directly to them (if needed)

You could add them to Reporter per request - or if your team members have Agent access, they could add them to this field instead?

---

If the intent is *not*to contact the customer via the ticket - you could also add a custom User Picker (single user) field, and select the customer through here? This is more absolute than a Select List.

If this doesn't work in the Portal I would...

* Add the Select List field
* Use [Automation](https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/) to duplicate this into the User Picker

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding MS Teams to Service Project
Asked by Abigail Aguirre:

We want to have Jira sent MS Teams notifications to our customers. I'm not seeing an easy option within the project settings. Any help would be greatly appreciated!


Answers:
author: Britta Neugebauer _yasoon_
body: Hi [@Abigail Aguirre](/t5/user/viewprofilepage/user-id/5474469)   

Thank you for your question, as [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) has pointed out, you can integrate Jira and Microsoft Teams in multiple ways. Here's another overview what you can do: [YouTube - Connect Microsoft Teams and Jira](https://youtu.be/TLefyysn-xQ?si=Klmin5Cek26pEIA0)  

My company yasoon is developing an app that is focussed on integrating Microsoft 365 and Jira Service Management. If you're willing to work with an integration, this might be for you:  

[Microsoft 365 for Jira - Outlook Email, Teams, Calendar \| Atlassian Marketplace](https://marketplace.atlassian.com/apps/1213138/microsoft-365-for-jira-outlook-email-teams-calendar?hosting=cloud&tab=overview)

* Customers can raise support tickets in Microsoft Teams via self-service portal

* Customers can receive request updates via Microsoft Teams chats

* Service agents can chat with customers from within the Jira ticket via Microsoft Teams

* Service agents can triage requests in Microsoft Teams channels from within the Jira ticket

* Service agents can send and schedule emails from within Jira from a shared or personal mailbox

* Service agents can create requests based on emails (in Outlook) and share email conversations in Jira

* Service agents can send and schedule emails from within Jira from a shared or personal mailbox

Check out all the features for JSM here: [IT service management (JSM) (yasoon.com)](https://support.yasoon.com/M365FJ/jira-service-management)  
The app is free for up to 10 users. If you want to talk about your use case further, [we're happy to give you a demo.](https://outlook.office365.com/owa/calendar/MeetMicrosoft365forJira@yasoon.com/bookings/)  
Best,  
Britta


author: Joseph Chung Yin
body: [@Abigail Aguirre](/t5/user/viewprofilepage/user-id/5474469) -

Welcome to the community. Please take a look at the following reference link to integrate JSM with MS team. This setup is configured at the site level not at a project level as far as I know.

<https://support.atlassian.com/jira-service-management-cloud/docs/connect-microsoft-teams-to-your-service-project/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Accepted attachment types in Jira Service Desk
Asked by Nicole Comer:

Hello!   

Does anyone know what are the accepted attachment types that a customer can upload when they open a ticket through the Jira Service Desk portal? Is there any restrictions set by default?

Thank you!

![Screenshot 2024-04-11 at 4.11.21?PM.png](/t5/image/serverpage/image-id/317849i1CFB760F0F9F10A1/image-size/large?v=v2&px=999 "Screenshot 2024-04-11 at 4.11.21?PM.png")


Answers:
author: Marcus Jones
body: Hi [@Nicole Comer](/t5/user/viewprofilepage/user-id/5474452) ,

Welcome to the community!

Currently there are no restrictions in terms of file types that are allowed for upload. There is an open ticket with Atlassian around the ability to allow/deny attachment based on file type here - <https://jira.atlassian.com/browse/JRACLOUD-61024>


Tags: cloud

jira-service-management

jira-service-management-cloud
Virtual Agent for Microsoft Teams
Asked by Bryan Phil:

Any idea when this will be made available? All i have been able to find is "coming soon."


Answers:
author: Marcus Jones
body: Hi [@Bryan Phil](/t5/user/viewprofilepage/user-id/5474367) ,

Welcome to the community!

That feature is set for release Q3-Q4 this year. Here's a link to the update: [https://www.atlassian.com/wac/roadmap/cloud/Virtual-Agent-for-Jira-Service-Management-on-Microsoft-Teams?\&p=02f0b98e-ff](https://www.atlassian.com/wac/roadmap/cloud/Virtual-Agent-for-Jira-Service-Management-on-Microsoft-Teams?&p=02f0b98e-ff)


Tags: cloud

jira-service-management

jira-service-management-cloud
I'm the administrator of a workspace & able to access it.How can I find out owner of that workspace?
Asked by munishb:

There is a workspace on bitbucket. I am the administrator of that workspace and able to access it. The workspace has many repositories.   

I am unable to figure out who is the owner of that workspace. Please guide how can I do that?


Answers:
author: Syahrul
body: G'day [@munishb](/t5/user/viewprofilepage/user-id/5223546)

There's no "**owner**" term in Bitbucket cloud, as anyone with administrator access has full permission to access the workspace.

Could you provide me with more context on why you need the "owner" of a workspace?

Cheers,  
Syahrul


Tags: bitbucket-cloud

cloud

repository
Bitbucket - Slack "deployment" notifications for separate branch
Asked by Alexander Lavrentyev:

Hello there!

Could you please explain to me why now I can't enable "deployment \*" notifications for only one branch (for ex., master)? Before, I could do it, but now checkboxes are disabled with the note "This event can only be configured repository-wide."


Answers:
author: Theodora Boudale
body: Hi Alexander,

Deployment events were always repository-wide only. However, it is possible to configure Pipelines events for a branch, if you haven't configured it as a repository-wide event. Were you perhaps using Pipelines events instead?

Kind regards,  
Theodora

comments: author: Alexander Lavrentyev
body: Hi Theodora! Thank you!

Yes, you are right. It was always repository-wide. My fault, sorry.

We didn't have any other deployments earlier, but now we have. So how can we divide notifications from different deployments? We don't need notifications about pipelines, we need only deployment notifications.


author: Theodora Boudale
body: Hi Alexander!

Could you please explain what you mean by 'divide notifications from different deployments'?

If you have e.g. a successful deployment to the environment **Test** , the Slack notification will read "Deployment to **Test** successful." with a link to the Pipeline. How exactly would you like to divide the notifications?

Kind regards,  
Theodora


author: Alexander Lavrentyev
body: I want to send Production deployment notifications to "production_notify" slack channel, Development deployment notifications to "development_notify" slack channel and so on.


author: Theodora Boudale
body: Hi Alexander!

Thank you for the clarification. I'm afraid that this is not possible at the moment, as the available notifications are **deployment failed** , **deployment stopped** , **deployment succeeded**, and there is no way to configure notifications per deployment environment.

I went ahead and created a feature request for what you are asking in our issue tracker:

* <https://jira.atlassian.com/browse/API-668>

I would suggest adding your vote there (by selecting the **Vote for this issue** link) as the number of votes helps the development team and product managers better understand the demand for new features. You are more than welcome to leave any feedback, and you can also add yourself as a watcher (by selecting the **Start watching this issue** link) if you'd like to get notified via email on updates.

Implementation of new features is done as per our policy [here](https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html) and any updates will be posted in the feature request.

Please feel free to let me know if you have any questions.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud

slack
Received status code 429 from server: Too Many Requests
Asked by Forest Meng:

Hi guys:

I set up pipelines in Concourse CI, to build our Android application, some jobs including build, code lint, unit test, but i always got some error

Log as below:

Could not determine the dependencies of task ':xxx:testDebugUnitTest'.

```
14:01:42
```

\> Could not resolve all task dependencies for configuration ':xxxx:debugUnitTestRuntimeClasspath'.

```
14:01:42
```

\> Could not resolve com.xxxx.android:xxxx:{version}.

```
14:01:42
```

Required by:

```
14:01:42
```

project :xxx

```
14:01:42
```

\> Could not resolve com.xxxx.android:xxxx:{version}.

```
14:01:42
```

\> Could not get resource '<https://api.bitbucket.org/2.0/repositories/{company}/{repository}/src/master/com/android/{version}/xxxx.pom>'.

```
14:01:42
```

\> Could not GET '<https://api.bitbucket.org/2.0/repositories/{company}/{repository}/src/master/com/android/{version}/xxxx.pom>'. Received status code 429 from server: Too Many Requests  
xxxx.pom is belong with my other Bitbucket repository.  
Do you have any idea to fixed it?


Answers:
author: Aron Gombas _Midori_
body: The response code 429 means that you sent too many requests to Bitbucket Cloud in a short time window, therefore "rate limiting" activated itself and started to reject further requests.

You should identify what generates the requests and "reduce them".

See: <https://support.atlassian.com/bitbucket-cloud/docs/api-request-limits/>

comments: author: Forest Meng
body: [@Aron Gombas _Midori_](/t5/user/viewprofilepage/user-id/502447)

Thanks, that's very helpful for me, but i have other question, how to increase the limited request when i using authenticated requests?


author: Aron Gombas _Midori_
body: You cannot lift rate limits. Those are defined by Atlassian.

What you can do is sending less requests (by batching multiple operations into one if possible) or the same number of request, but over a longer period.


Tags: bitbucket-cloud

cloud
Http access token
Asked by Paul Kumar:

Hi,

We have Bitbucket data center v7.21.7 and I have created a HTTP access token with read / write access. It works fine but periodically it asks for the credentials while trying to clone or push. I am trying to understand under which circumstances this happens and if there is a way to avoid asking for credentials from time to time.

Could someone please help in this regard?

Thanks,

Paul


Answers:
author: Baskar Annamalai
body: Hi [@Paul Kumar](/t5/user/viewprofilepage/user-id/5223120)

I would recommend going with SSH. It's a hassle one time and push/pull as required. Do look at the guide on setting up the SSH key for Bitbucket Server - <https://confluence.atlassian.com/bitbucketserver/ssh-user-keys-for-personal-use-776639793.html>

Best regards,  
Baskar Annamalai  
ServiceRocket.

comments: author: Paul Kumar
body: Hi [@Baskar Annamalai](/t5/user/viewprofilepage/user-id/5187836)

Thank you for the suggestion. Actually I felt HTTP access token was more convenient for me as I usually access the Bitbucket repositories from multiple workstations without having to worry about creating the ssh key on indidividual workstation and adding them on Bitbucket. But if HTTP access token doesn't work as expected, I will consider switching back to SSH.

Thanks,

Paul


Tags: bitbucket-server

server
Getting "We couldn't log you in" error in bitbucket
Asked by ADRIAN SALGADO DELGADO:

When I try to go to bitbucket.org I get an login error.

![image.png](/t5/image/serverpage/image-id/258182i65E0BBAA0756298D/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Theodora Boudale
body: Hi Adrian,

Your Bitbucket Cloud account was set to inactive, which I believe is the reason for the error you were seeing.

I went ahead and reactivated it, could you please try logging in now and let me know if you can access it?

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud