youngmon/atlassian-qna huggingface dataset:
Jira issue comment does not sync with email reply
Asked by Kamilia Binti Julaihi:

Hi,

A customer has raised an issue from the email address provided in the Channel (.atlassian.net). However, when an assignee places a comment on the issue via Jira Service Management (JSM), the customer does not receive a reply via email.

It's crucial for the customer to receive responses from assignees from JSM itself. How can we resolve this issue?


Answers:
author: Bruna Silva
body: Hello [@Kamilia Binti Julaihi](/t5/user/viewprofilepage/user-id/5495603),

Thank you for reaching out to Atlassian Community!

Allow me to share with you a document that has several causes and their respective resolutions for notification issues:

* [How to troubleshoot customer notifications in Jira Service Management Cloud](https://confluence.atlassian.com/jirakb/how-to-troubleshoot-customer-notifications-in-jira-service-management-cloud-967343751.html)

If you have any questions regarding this matter, please let me know.

Regards,  
**Bruna**


author: Zoey Wang
body: Hi [@Kamilia Binti Julaihi](/t5/user/viewprofilepage/user-id/5495603)

In most cases, if the assignee as you mentioned is in the Agent role of the JSM project, the comment made by him or her should be able to appear in the ticket. That is one of the most typical use cases of JSM so I would suggest double-checking the configurations if still not resolved.

For your reference

<https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/>

comments: author: Kamilia Binti Julaihi
body: Hi [@Zoey Wang](/t5/user/viewprofilepage/user-id/4512393)

Thank you for your respond.

However, my concern is that when the agent responds or replies to the ticket on JSM, the reply does not carry over to the email thread. This is one of the vital features as many of our company's customers may not have permissions to access JSM directly and view the reply from there.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there any way to have portal group as a column and filter in a queue i.e. open incidents?
Asked by Nick Ignatenko:

This is the level I want to split our support up in hence I want to create queues for teams based on the portal group.

A screenshot of where I am trying to add it is attached, Thank you! Nick![Screenshot 2024-05-17 114901.png](https://community.atlassian.com/t5/image/serverpage/image-id/324363iA988B7F538351096/image-size/large?v=v2&px=999 "Screenshot 2024-05-17 114901.png")


Answers:
author: Dave Mathijs
body: Hi [@Nick Ignatenko](/t5/user/viewprofilepage/user-id/5499451) welcome to the Atlassian Community!

You cannot search for a portal group in JQL natively.

**Workaround 1**

Group the request type of the same portal group in your JQL query:

```
"Request Type" IN ("<request type A of portal group 1>","<request type B of portal group 1>","<request type C of portal group 1>")
```

Of course, when you create a new request type, you need to update the query again.

**Workaround 2**

1. Create a new custom field of type Select List (single choice) with the names of the portal groups as values.
2. Add the field to every request type, hide it from the portal and set the default value to the corresponding portal group.
3. Filter on the value of that field in your JQL query.

comments: author: Nick Ignatenko
body: Thank you Dave! Workaround 2 was probably the easiest for me to implement. I appreciate your swift expert advice!


author: Dave Mathijs
body: You're welcome! If it helped you, thanks to click the green Accept answer button.


Tags: cloud

jira-service-management

jira-service-management-cloud
Replicating Atlassian's priority selector
Asked by Kevin Wells:

I would like to replicate a feature of Atlassian's own request form by providing our users more context for what the different levels of priority mean.

You can see the Atlassian form here <https://support.atlassian.com/contact/> (select Technical Issues and then Service Management to see it).

Default appearance

![image.png](/t5/image/serverpage/image-id/324321i04EB4CEE5C7679FD/image-size/large?v=v2&px=999 "image.png")

The dropdown after being clicked

![image.png](/t5/image/serverpage/image-id/324322i39109537E04B8140/image-size/large?v=v2&px=999 "image.png")

I have looked into creating this in a form but had no luck there either. Our priority levels have descriptions, but they are not surfaced anywhere for our users as far as I can tell.

Any ideas or alternative ideas are appreciated.


Answers:
author: Joseph Chung Yin
body: [@Kevin Wells](/t5/user/viewprofilepage/user-id/5091615) -

Welcome to the community. One option you can do is to utilize FORM component inclusion your JSM project's Request Type view.

When you use FORM setup, you can map your FORM's element to your JSM issue field (i.e. Priority), where you can provide more verbiage on the different options in the select list. So users can see those descriptions to assist them on selecting the right option. Or you can create a custom field (single select option list data type) where you can further customize your option names. Of course you will need to map your FORM's element to field. Don't forget to associate the custom field for your specific JSM project.

Here is the KB link on FORMS - <https://support.atlassian.com/jira-service-management-cloud/docs/use-forms-in-jira-service-management/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

description

dropdown

jira-service-management

jira-service-management-cloud

priority

raise-a-request

request
Como visualizao a quantidade de horas lan?adas para um companhia?
Asked by Vin?cius Loesch - Optimum Tecnologia:

Pessoal, boa tarde!  

Trabalho com pacote de horas de atendimento para cada cliente, e precisaria tirar relat?rios mensais com o consumo de hora de cada companhia.


Answers:
author: Carlos Faddul
body: [@Vin?cius Loesch - Optimum Tecnologia](/t5/user/viewprofilepage/user-id/5499376) , tudo bem ?

Voc? pode usar o plugin do Tempo Timesheet para esta atividade ou caso seja no modo nativo, voc? pode adotar como padr?o um campo de sele??o com seus clientes dentro das issues.

Caso esta resposta tenha sido ?til, pe?o que marque como "Accept Answer", sen?o pe?o que d? mais detalhes.

comments: author: R?mulo Freire Barros Couto
body: Como fa?o pra usar esse plugin?


author: Marcelo da Costa
body: Hi Vin?cus!

Your question is a bit generic. Could you please clarify the context and which Atlassian product you would like to use for that?

comments: author: Vin?cius Loesch - Optimum Tecnologia
body: Hi Marcelo!

Thanks for your reply

I use Jira Service Management for ITSM issues. Every month, I make a checklist for each client, where I check the client's infrastructure. This task need to be automatic so that I don't forget.


author: Vin?cius Loesch - Optimum Tecnologia
body: Sorry, I have two questions and answered with another.  

Anwered your question, I use Jira Service Management for ITSM issues, and I need a monthly report on clients' time consumption.
Como crio tarefas recorrentes mensais?
Asked by Vin?cius Loesch - Optimum Tecnologia:

Preciso que todo m?s as mesmas tarefas sejam abertas, porem para clientes distintos. Como posso realizar essa configura??o? Por automa??o?


Answers:
author: Trudy Claspill
body: Ol? [@Vin?cius Loesch - Optimum Tecnologia](/t5/user/viewprofilepage/user-id/5499376) ,

Bem-vindo ? comunidade Atlassian.

Isso pode ser conseguido com uma regra de automa??o.

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

Voc? poderia usar um gatilho agendado para executar a regra mensalmente.

Na regra, voc? pode usar v?rias a??es Criar problema para criar cada problema para cada cliente.

---

Hello,

Welcome to the Atlassian community.

That can be accomplished with an Automation Rule.

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

You could use a Scheduled trigger to run the rule monthly.

In the rule you can use multiple Create Issue actions to create each issue for each client.

> How do I create monthly recurring tasks?
>
> I need the same tasks to be opened every month, but for different clients. How can I perform this configuration? Why automation?


Tags: cloud

jira

jira-service-management

jira-service-management-cloud
How to track and export the activity of our agents?
Asked by Ivo Stoyanov:

Hello, everyone,

Our idea is to get weekly/monthly reports with the activity of all agents based on specific actions (for example: writing a comment to a customer or an internal note).

Is there a way to achieve this?


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@Ivo Stoyanov](/t5/user/viewprofilepage/user-id/5360109).

As I suppose you have discovered, there is no out-of-the-box report for this. You'll need to create [a custom report](https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-custom-report/).

And to do that, you may want to brush up on your JQL skills. There's [a FREE, on-demand, Atlassian University course](https://university.atlassian.com/student/page/1300198-writing-complex-jql-in-jira-software-course-description) for this.

Best of luck,

-dave

comments: author: Ivo Stoyanov
body: Hey, Dave,

I'm getting tons of errors when trying to post the comment below. That's why I screenshotted it

![chrome_V0VSlvDerJ.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/324577i7DA99E6BCC0DBA68/image-size/large?v=v2&px=999 "chrome_V0VSlvDerJ.jpg")


author: Ivo Stoyanov
body: Does anyone have any other suggestions?


Tags: cloud

jira-service-management

jira-service-management-cloud
Assign a User to a Group Automatically
Asked by Keith Hupperts:

Does Jira Service Desk allow you to assign a user to a group automatically? I want to have the person who submitted the ticket be automatically added to a group based upon their email domain.

IE: john.smith@xyz.com submits a ticket for the first time. I want them to be automatically added to Group 'XYZ Company'.

I can assign the group to the 'Organization field of the ticket, but dont see how I can assign the user to the Organization/group.

Thanks,

Keith


Answers:
author: Michel Neeser
body: Hi [@Keith Hupperts](/t5/user/viewprofilepage/user-id/3817369) and welcome!

There is a brand new feature in Jira Service Management that allows you to automatically add customers to an organization based on their email domain. Provided this feature is already rolled out to your instance, you can access it by clicking on "Customers", then choose your organization, click on the three dots at the top right and select "Manage email domains":

![SCR-20240516-sueb.png](https://community.atlassian.com/t5/image/serverpage/image-id/324305i57D79E5E6C388170/image-size/large?v=v2&px=999 "SCR-20240516-sueb.png")

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create a web request using Jira automation to retrieve data from filters
Asked by Sidharth verma:

I want to create a webhook request using Jira automation to get data from a filter and count the number of rows from that filter. If i do this using Normal JQL it is only giving me 100 records since that is a limit set by Jira.

Can someone help me in getting the same data using webhook request ?


Answers:
author: Joseph Chung Yin
body: [@Sidharth verma](/t5/user/viewprofilepage/user-id/5442718) -

To supplement what [@Kalyan Sattaluri](/t5/user/viewprofilepage/user-id/5312306) suggested, as of right now the 1000 issue limitation is controlled at the system level and cannot be changed. Here is an existing enhancement request where you can add yourself as a watcher -

<https://confluence.atlassian.com/jirakb/how-to-see-total-count-of-issues-when-using-jql-and-the-result-is-greater-than-1000-1319567658.html>

Here is a reference KB link on how to get # of count from a JQL - <https://confluence.atlassian.com/jirakb/how-to-see-total-count-of-issues-when-using-jql-and-the-result-is-greater-than-1000-1319567658.html>

Lastly, here is the reference on Automation rule's limitation - note that the JQL search issue count is limited to 1000 issues too - <https://support.atlassian.com/cloud-automation/docs/automation-service-limits/>

My best recommendation for you is to refine and optimize your JQL, so you are not pulling so many issues back.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Kalyan Sattaluri
body: Hello [@Sidharth verma](/t5/user/viewprofilepage/user-id/5442718)

Search end point documentation is here - [LINK](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-search/#api-rest-api-3-search-get)

At a igh level, your end point will be like:

https://**yourdomain** .net/rest/api/3/search?jql=filter=**12345**

replace bolded part with your domain \& filterID (or name)

You could specify [maxResults](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-search/#api-rest-api-3-search-get:~:text=integer-,maxResults,integer,-validateQuery) as optional query parameter, but depending on how your Jira is configured, you can only get a predefined max number.. maybe its 1000, I dont know..

https://**yourdomain** .net/rest/api/3/search?jql=filter=**12345\&**maxResults=1000

If there are more than 1000 records (or the limit set by your admin), you need to implement pagination logic, which you cannot do in automation but outside using Python or some other scripting language.

Typically people get around it by creating filters which are within their max threshold.

Finally, if all you want to know if how many records there in the filter, the end point payload gives you that info right away under the "total" section like below.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/324298iCE87173912969954/image-size/large?v=v2&px=999 "image.png")

But yeah, please review docs for more info. Hope it helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Does anyone have any issues with the Pending status in the Service Fulfilment workflow
Asked by Terry A Davidson:

We added a dropdown option for pending called "waiting for customer", but it causes confusion. It takes to backward steps to return it to "Waiting for Customer," Does anyone have any issues using this standard workflow (Service Request Fulfilment workflow for Jira Service Desk)?


Answers:
author: Joseph Chung Yin
body: [@Terry A Davidson](/t5/user/viewprofilepage/user-id/5142130) -

Can you provide clarification on your ask? What you means by "added a dropdown option for Pending called "waiting for customer"? This is a custom field or are you modification is against the WF?

Please advise, so we can better to assist you.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud

pending

waiting

workflow
We're looking for a time tracking plugin that has custom activities
Asked by Tony Gawarecki:

We're in the process of converting to Jira Cloud from Jira Server. Currently we use the ictime plugin, which is now defunct. Ictime allowed us to create price lists (activities with associated cost). e. g. Programming $175, Desktop Support $150, Training $160 and so on. I've looked at a half dozen or more plugins for Cloud and am not finding this functionality. Does anyone know of a plugin in Cloud that allows for this? Thanks for any information.


Answers:
author: D?niel Ballab?s - EverIT
body: Hi [@Tony Gawarecki](/t5/user/viewprofilepage/user-id/502735)   
I'm Daniel from a Marketplace Partner, EverIT. We have a time tracking plugin available on the Marketplace called [Timetracker](https://marketplace.atlassian.com/apps/1211243/timetracker-time-tracking-reporting-for-jira?hosting=cloud&tab=overview). With this tool, you could use our custom attributes called Tags to mark each worklog for the different types of activities you mentioned (ie. Programming \& Training). Then you can filter your worklog reports based on the tags.   
What you currently wouldn't be able to do is to also associate costs with the Tags immediately inside the app (at least now). However, you could do these calculations through exported reports (we have Excel and CSV) or with an integrated solution (we have REST API connections available).   
Feel free to book a call with us through the link above if this is a solution you are willing to explore.   
Best,  
Daniel

comments: author: Tony Gawarecki
body: Hello [@D?niel Ballab?s - EverIT](/t5/user/viewprofilepage/user-id/4683239)

Thanks for the response. This sounds like what we're looking for. I've booked a demo to find out more.

Thanks again!


author: Joseph Chung Yin
body: [@Tony Gawarecki](/t5/user/viewprofilepage/user-id/502735) -

Welcome to the community. It is not clear on what you meant by creating price lists based on activities?

Take a look at the following Marketplace link - [https://marketplace.atlassian.com/search?hosting=cloud\&product=jira\&query=timesheet](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=timesheet) where you can see a listing of add-ons for Time-Tracking activities support.

I know that based on my experience/knowledge, the one from Tempo is one of the most popular add-on on this type of function. NOTE - we are not using this add-on in our env.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

jira-service-management-server

jira-software
Search Functionality - Global/Queues
Asked by Vijay Dadi:

Dear Community,

Use Case :

I have an incident ITSM-7. When I search it in global search with just number 7, I get the results.

![Search.png](https://community.atlassian.com/t5/image/serverpage/image-id/324269iB03EDABEC2D724AE/image-size/large?v=v2&px=999 "Search.png")

But when I search the same in queues, I don't get the results.

![Search1.png](https://community.atlassian.com/t5/image/serverpage/image-id/324270i5E6710C2F54C3701/image-size/large?v=v2&px=999 "Search1.png")

Did anyone has observed this behavior and is there any fix for the same.

Vijay


Answers:
author: Zoey Wang
body: Hi [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989)

I gave it a try in my test environment. It seems to work for me and usually it should for us. You might wanna check it again by any chance?

![remove.png](https://community.atlassian.com/t5/image/serverpage/image-id/324669i280CB0F3F86DB61C/image-size/large?v=v2&px=999 "remove.png")

comments: author: Vijay Dadi
body: Unfortunately, this is not working in my test environment/nor the live customer environment.

If there any configuration which I am missing?


Tags: cloud

jira

jira-service-management

jira-service-management-cloud

search
Two customer share each other's issues and responses
Asked by Oliver Dieser:

Is it possible to connect two customer accounts from the same external organisation to a Jira Service Management project? The aim is for both people to see each other's tickets (and the responses and comments to them), not just their own. This applies to both the view in the portal and the emails generated from the portal. We have been told that this is not going to work. True?


Answers:
author: Dan Breyen
body: Hi [@Oliver Dieser](/t5/user/viewprofilepage/user-id/5499254) welcome to the community! A customer can share any issues they have reported with anyone else in their organization by adding their email in the 'Shared with' section on the ticket.

There are ways for the system to share all tickets in an Organization with everyone in the organization, but that can be a big can of worms as people will get notifications when they really don't want them. There are requests in Atlassian's Jira site to remove this functionality.

I don't want it used in my organization, as people tend to be concerned with the issues they report, not every Service Request that has been entered.

Hope that helps.

comments: author: Oliver Dieser
body: Thanks [@Dan Breyen](/t5/user/viewprofilepage/user-id/5086375) , very much appreciated! We'll try that!


author: Mikael Sandberg
body: Hi [@Oliver Dieser](/t5/user/viewprofilepage/user-id/5499254),

Welcome to Atlassian Community!

Correct, you cannot connect two accounts so they automatically see each others requests. But you can get close to it using automation that add each for the customers as request participants when one of them submit a request.

comments: author: Oliver Dieser
body: Thank you, too, [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579). Very helpful!


Tags: cloud

jira-service-management

jira-service-management-cloud
Respaldo de mis proyectos en JIRA
Asked by Hermelinda:

Hola tengo una duda, como puedo saber en donde se almacenan los proyectos de mi organizaci?n?


Answers:
author: Trudy Claspill
body: Hola [@Hermelinda](/t5/user/viewprofilepage/user-id/5418293) ,

El asunto de su publicaci?n dice Copia de seguridad, pero luego el contenido de su publicaci?n pregunta sobre la ubicaci?n de almacenamiento de sus proyectos. ?Est? preguntando c?mo hacer copias de seguridad de sus datos de Jira o le preocupa d?nde se almacenan sus datos de Jira?

?Puedes decirnos qu? problema est?s intentando resolver? Eso nos permitir? brindarle una respuesta que responda a su pregunta.

Atlassian utiliza AWS Cloud para alojar sus productos y datos, por lo que sus datos de Jira se almacenan en alg?n lugar de AWS Cloud si est? utilizando el producto Jira Cloud.

Si desea hacer una copia de seguridad de sus datos, consulte esta informaci?n:

<https://support.atlassian.com/jira-cloud-administration/docs/export-issues/>

Tambi?n existen aplicaciones de terceros que brindan capacidades de copia de seguridad m?s amplias. Puede encontrar algunos de esos productos en Atlassian Marketplace mediante esta b?squeda.

[https://marketplace.atlassian.com/search?hosting=cloud\&product=jira\&query=backup](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=backup)

---

Hello,

Your post subject says Backup, but then your post content asks about the storage location of your projects. Are you asking about how to make backups of your Jira data, or is your concern about where you Jira data is stored?

Can you tell us what problem you are trying to solve? That will enable us to provide you an answer that addresses your question.

Atlassian uses AWS Cloud for the hosting of its products and data, so your Jira data is stored somewhere in AWS Cloud if you are using the Jira Cloud product.

If you want to backup your data refer to this information:

<https://support.atlassian.com/jira-cloud-administration/docs/export-issues/>

There are also third party apps that provide more extensive backup capabilities. You can find some of those products in the Atlassian Marketplace using this search.

[https://marketplace.atlassian.com/search?hosting=cloud\&product=jira\&query=backup](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=backup)
> Backup of my projects in JIRA
>
> Hello, I have a question, how can I know where my organization's projects are stored?


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud