youngmon/atlassian-qna huggingface dataset:
User appear several time in project Customer view
Asked by Christian Gr?ndel:

Hi Team,

I am encountering an issue with managing customers in Jira Service Management. Specifically, I have a user who has used three different email addresses over time. Despite deleting this user under Project -\> People, the customer still appears.

Notably, when I check under Admin -\> Users, this user is listed only once. Could you please advise on how I can remove this customer permanently?  

<br />

Admin-User Console:  
![Screenshot 2024-09-23 at 14.03.33.png](https://community.atlassian.com/t5/image/serverpage/image-id/348736i113FF13589597E8D/image-size/large?v=v2&px=999 "Screenshot 2024-09-23 at 14.03.33.png")  

<br />

<br />

Project-People - this user is not available:

![Screenshot 2024-09-23 at 14.00.18.png](https://community.atlassian.com/t5/image/serverpage/image-id/348738iCED399AB52B3A88B/image-size/large?v=v2&px=999 "Screenshot 2024-09-23 at 14.00.18.png")

Project-Customer

![Screenshot 2024-09-23 at 13.58.00.png](https://community.atlassian.com/t5/image/serverpage/image-id/348737iB35E2CDCBBAD19A3/image-size/large?v=v2&px=999 "Screenshot 2024-09-23 at 13.58.00.png")  

<br />

<br />

<br />

Thank you for your assistance.

Best regards,   
Christian


Answers:
author: Walter Buggenhout
body: Hi [@Christian Gr?ndel](/t5/user/viewprofilepage/user-id/5599252) and welcome to the Community!

I suspect the user has created a couple of *portal only* accounts. [this support article](https://support.atlassian.com/user-management/docs/revoke-access-for-portal-only-customers/) explains where you can find these and an explanation on how to revoke their access.

Hope this helps!

comments: author: Christian Gr?ndel
body: Hi Walter  

thank you so much! That's exactly what I needed.   

Best  
Christian


Tags: cloud

jira-service-management

jira-service-management-cloud
I have moved a customer between organisations, thay can no longer access the service desk
Asked by cheryl_lewis:

A client of ours has recently split their business. One of our regular service desk users is in the new business. I deleted them from the old orgabnisation and addedd them to the new organisation , with the same email address.

They are not able to login, the error messge is

"You dont have permission to view this portal"


Answers:
author: Mark Higgins
body: Hi [@cheryl_lewis](/t5/user/viewprofilepage/user-id/3901367)

Welcome to the Community!

If I understand your issue correctly, Person A, was in Organsation A, and has now been moved to Organisation B.

Person A, can not view the portal.

Do both Organisations have access to the Portal, or do they now have seperate projects?

I assume you would like Person A to see the old tickets from the Portal?

In you Customer Permissions for the Portal, what are your current settings?

![Screenshot 2024-09-24 081022.png](https://community.atlassian.com/t5/image/serverpage/image-id/348846iDC4AFCC97EF0293B/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 081022.png")

Then if you look at Organisation Management in Product Settings (Admin)

![Screenshot 2024-09-24 081212.png](https://community.atlassian.com/t5/image/serverpage/image-id/348847iA0F4BF3C959017CC/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 081212.png")

I suspect that because the person is in a different organisation then they will be blocked by design.

Where they a reporter on previous tickets?

Cheers

Mark

comments: author: cheryl_lewis
body: Hi [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340)

It turns out that I had left the user in both organisation, once I removed them from the original organisation they were able to access the portal.

Thank you for your help though, I explored the configuration a little more on the strenghth of it and have made some adjustments


Tags: cloud

jira-service-management

jira-service-management-cloud
Dayforce-Jira-Integration
Asked by James Fama:

Good afternoon, Atlassian Community.

I am new to Dayforce, and my company wants to integrate it with Jira.

We want to use Dayforce as an onboarding tool for new employees, and I want to know if there are any experts here to share information and advise about the integration between Dayforce and Jira.

Thank you,

James


Answers:
author: Prabhu Palanisamy _Onward_
body: HI [@James Fama](/t5/user/viewprofilepage/user-id/4973948) - [OnRamp](https://marketplace.atlassian.com/apps/1232053/onramp-employee-onboarding-and-offboarding?tab=overview&hosting=cloud) supports Dayforce-Jira Integration. Here are a few resources that might of help to you:  

* Here is a recent [article](https://community.atlassian.com/t5/App-Central-articles/HR-Service-Automation-Integrating-Dayforce-with-Jira-Service/ba-p/2792172) on use cases and integration approach for connecting Dayforce with Jira Service Management.
* [Demo](https://www.youtube.com/watch?v=b_Oe2rw7Uvk) video that highlights the integration.
* Common [Use cases](https://onwardb.com/jira-dayforce/) and integration patterns.

Happy to do a demo if this is of interest to you.

Disclosure: I'm part of Onward who built OnRamp.

Regards

Prabhu

comments: author: James Fama
body: thank you very much! [@Prabhu Palanisamy _Onward_](/t5/user/viewprofilepage/user-id/5245705) for the information. I will check it out. Much appreciate it.


Tags: cloud

jira-service-management

jira-service-management-cloud
Help Agents Schedule calls with Customers? Calendly integration?
Asked by Beth Woods:

Hey all,

Has anyone found/developed a way to connect JSM with Google Calendar and automatically allow agents to send call times suggestions and book meetings directly from JIRA?

Thinking even an imbedded calendly integration or something similar to this?

Thanks

Beth


Answers:
author: Move Work Forward
body: Hi Beth,

We usually just send a link (no actual integration) to a group event.

What are you looking in the integration? Why just sending a link doesn't work?

Thanks,  
Leo


Tags: cloud

jira-service-management

jira-service-management-cloud
Field Linked Issue
Asked by keti burjanadze:

Hi All

I need your help

Is it possible that the linked issue field on the Jira service desk should not fall into the hidden fields and appear as a fillable field and be mandatory?


Answers:
author: John Funk
body: Hi Keti,

I just had this same problem this week. And after checking with Atlassian, there is no way around the Linked Issues field being hidden on the Request Type forms. You can possibly do it by Automation based on the values on the form.

comments: author: keti burjanadze
body: Thanks John  
Can you please tell me how to automate it, that I have no way to copy the value of another field in the linked Issue field?


Tags: data-center

jira-service-management

jira-service-management-data-center
How to add some more custom fields to User Information?
Asked by Balaji Ganesan:

Hi ,  

I just want to add some more Information (Custom Fields) to the user profile .like Mobile No of Agent, Address Of the Agent , Agent Group and Agent Type etc.  

Thankyou.


Answers:
author: Rune Rasmussen
body: To my knowledge this is not possible as such.  
You can add properties to Jira users, but it won't actually show up anywhere in the UI.  
[Update roles and properties for Jira users \| Atlassian Support](https://support.atlassian.com/user-management/docs/update-roles-and-properties-for-jira-users/#Add-data-to-user-properties.1)


author: Mark Higgins
body: Hi [@Balaji Ganesan](/t5/user/viewprofilepage/user-id/5599098)

Welcome to the community!

When I hover over the Agent details it shows details in my profile, but the details you are after are not editable in the profile.

![Screenshot 2024-09-24 082004.png](https://community.atlassian.com/t5/image/serverpage/image-id/348851i10CCF9168C588ACB/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 082004.png")

If you have JSM Premium with Assets, then we achieve what you are after by creating a People schema of employees, and within the schema we add the details you are after.

![Screenshot 2024-09-24 082231.png](https://community.atlassian.com/t5/image/serverpage/image-id/348852iB822FD237DD3269E/image-size/large?v=v2&px=999 "Screenshot 2024-09-24 082231.png")

Hope that helps.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I get the Email notifications to chain for my customers
Asked by samuel_ohayon:

Hi,

I want my customers to receive my comments to their ticket as replies of the same email chain, as if I was directly answering in E-mail, how can I make it so ?

For now, every new comment sends a separated emai, not a reply.

Thank you!


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

Jira doesn't really work that way. It is assumed that all communication happens within the tool. That way there is no confusion as to some things happening in Jira and something happening in emails or spreadsheets or something else. The customer would need to click on the link that comes from Jira with the comment. There they can see the whole conversation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation Request to Link Issues Based on PO Number Custum filed
Asked by Krishna_Araveti:

**Projects Involved**:

* **Project A**
* **Project B**

When an issue is created or the value of the PO Number field is changed in Project B, I want the system to check if this PO Number value matches any existing issue in Project A PO Number Filed Value . If a match is found, the issue in Project B should be automatically linked to the corresponding issue in Project A.

Custom Field: Field Name: PO Number (same custom field in both projects)

i tried but not succeeded![Untitled.png](https://community.atlassian.com/t5/image/serverpage/image-id/348685iD779108AD8178A42/image-size/large?v=v2&px=999 "Untitled.png")


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

Can you share a screenshot of the variable? Also, why are you using a variable and not just using: project = "Sales \& Marketing" and issuetype = Task and "PO Number" \~ {{triggerIssue.PO Number}}

I assume that the Audit log is not returning a value and therefore no link is happening?

comments: author: Krishna_Araveti
body: Thanks for the response.

I am new to this that is why i am using variable, please suggest which way is recommended![Untitled2.png](https://community.atlassian.com/t5/image/serverpage/image-id/348694iB1C0258D7DDE9612/image-size/large?v=v2&px=999 "Untitled2.png")![Untitled1.png](https://community.atlassian.com/t5/image/serverpage/image-id/348695i7956093FC8887596/image-size/large?v=v2&px=999 "Untitled1.png")


author: John Funk
body: Can you try what I put above?


author: Krishna_Araveti
body: yes, i tried , its not working. please find screenshots.![Untitled3.png](https://community.atlassian.com/t5/image/serverpage/image-id/348704iA2CDD88AFFC8C7C4/image-size/large?v=v2&px=999 "Untitled3.png")![Untitled4.png](https://community.atlassian.com/t5/image/serverpage/image-id/348705i6B20EEEA0988D01D/image-size/large?v=v2&px=999 "Untitled4.png")


author: Krishna_Araveti
body: hi, any one can help me on this.


author: John Funk
body: Thank you for sharing those. Try creating a Branch and moving those last two steps under that. The Link action looks like it is trying to link to itself because it is the trigger issue and is not relating to the result of the Lookup Issue.

I just did the same with using a Branch based on JQL instead of Lookup Issues (just use the same JQL you have in your lookup issues right now) and then put the link issue action under that Branch.


author: Krishna_Araveti
body: Thank you Very much. It is working As expected.


Tags: cloud

jira-service-management

jira-service-management-cloud
upgrade strategy
Asked by MARIEM QARA:

* **Upgrade with Downtime:** it is mentioned in the doc that downtime may be occurred for major update, How frequently do these major updates occur? Even though the schedule might not be fixed, can you provide an approximate frequency?"
* **Communication:** Regarding Major updates :the changes may be communicated in advance to customers /stakeholders ' on what criteria is this based?"
* **Feature Activation:** "On what basis are new features activated by default or not? If they are not activated by default, when and by whom are they activated? Is it the customer who decides?"


Answers:
author: Andy Heinzer
body: I posted an answer to this over on the other thread <https://community.atlassian.com/t5/Jira-Service-Management/Re-Upgrade-strategy/qaq-p/2819523/comment-id/182152#M182152>


author: MARIEM QARA
body: .


author: Dirk Ronsmans
body: Hi [@MARIEM QARA](/t5/user/viewprofilepage/user-id/5597677) ,

Seems like a duplicate question you posted. You can find my initial answers on your other question:

<https://community.atlassian.com/t5/Jira-Service-Management/Upgrade-strategy/qaq-p/2817559>

comments: author: MARIEM QARA
body: yes , it is the same question , but here i need more precision when it comes to the frequency,


author: Dirk Ronsmans
body: Might be best to keep the questions then combined in a single question thread.

Regarding frequency there is no clear definition. I'll try and loop in someone from Atlassian to see if they can shed some more light on to it though.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: Label change move ticket to new queue
Asked by Uwe Staub:

I would like to create an automation rule: When the label is changed to 're', it should be added to a new queue


Answers:
author: Mark Higgins
body: Hi [@Uwe Staub](/t5/user/viewprofilepage/user-id/5599054)

Welcome to the community!

I assume that you have Queues built that are looking for a different label?

So if you have a Queue that is a JQL that is looking for label 'tasks' and another queue looking for a lable 'regular tasks', then when you change lables, the queues will adjust accordingly?

Hope that helps.

Mark

comments: author: Uwe Staub
body: Yes, this was the solution, over JQL

I've missed the the technical id of the issue type, after xml export, i saw the right one.

Thanks for your help


author: Nikola Perisic
body: Welcome to the community [@Uwe Staub](/t5/user/viewprofilepage/user-id/5599054)

This request is partially possible. The only thing that is missing the "adding to a new queue" for the automation rule, as Jira Service Management doesn't have this. Could you describe, what do you mean by this?

* Trigger - Field value changed
* Condition - Issue fields condition for the Label field that has the value of 're' (first make sure that you have created this label, otherwise, you won't have the option choose this label value at all)

comments: author: Uwe Staub
body: When the label is specified, the ticket should be moved from all tasks to regular tasks.


Tags: cloud

jira-service-management

jira-service-management-cloud
upgrade downtime
Asked by MARIEM QARA:

* **Upgrade with Downtime:** it is mentioned in the doc that downtime may be occurred for major update, How frequently do these major updates occur? Even though the schedule might not be fixed, can you provide an approximate frequency?"
* **Communication:** Regarding Major updates :the changes may be communicated in advance to customers /stakeholders ' on what criteria is this based?"
* **Feature Activation:** "On what basis are new features activated by default or not? If they are not activated by default, when and by whom are they activated? Is it the customer who decides?"


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

I can tell that it is not too frequent from my experience. But for details, you would need to contact Atlassian Support.

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


author: Joseph Chung Yin
body: [@MARIEM QARA](/t5/user/viewprofilepage/user-id/5597677)

Welcome to the community. Your best recommendation is contacting Atlassian Support (<https://support.atlassian.com>) for further information.

I am not aware if it happens on a frequent basis. In regards to any downtimes with Atlassian Cloud envs - you can also check to find their products' statuses - <https://status.atlassian.com/>

For Features (ones that before they are GA released to all customers), each site admins can enable or disable the features as needed.

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Problem to Switch Account - Atlassian Admin
Asked by Acque bresciane:

As a summarize of the problem is that I have two registered users configured with two different roles (one corporate and one group), when I try to make a switch from the corporate user (by defect) to the group user in the Atlassian Admin module, it does not allow me to continue after the validation of the credentials and remains with the initial default account (which in this case does not have the role of administrator).  

In view of the fact that I have to verify internal users who have asked me to include them as Agents, I can't log in as admin, and try to do differents attempts into different browser. How could I help it?  


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

I suggest you open a separate Incognito browser session. That's what I do with my separate accounts.


Tags: cloud

jira-service-management

jira-service-management-cloud
Hide/restrict Automation Button
Asked by wanni onny:

Is there a way I can hide/restrict/remove automation button on workspace?  
I have few workspaces and it seems like the automation button shows on all workspace.  
is there a way I can remove buttons that are not meant for the other workspace and keep it in the designated workspaces?


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

What are you identifying as "workspace"? Can you share some screenshots?


Tags: jira-service-desk-unknown-hosting-type

jira-service-management

jira-service-management-unknown-hosting-type
JSM Audit Log Only Showing User Managment Changes
Asked by Calvin:

Hi all, apologies if I'm just misunderstanding how this works. But I head to Settings \> System \> Audit Log

Under there all I see are "User created", "User Updated" items. No project changes, no ticket changes, no automations, no request type updates.

I don't see any way I've filtered or hidden them?

Is it because we are under an org?

Cheers!


Answers:
author: Noha Roni
body: Check your JSM audit log filters, permissions, or log level settings to ensure it captures more than just user management changes.

comments: author: Calvin
body: Thanks Noha, do you know where that would be? All I can find is the "Audit Log Settings" in the audit log page, but it seems to only let me pick out of retention length and whether to remove user changes.


Tags: cloud

jira-service-management

jira-service-management-cloud
Best Practices for Downgrading Jira Tenant to Free While Retaining Audit Access
Asked by Cristian IONESCU:

A Standard Jira tenant needs to be switched to a Free plan, as it will no longer be in active use but must remain accessible for audit purposes. What is the best approach to achieve this transition while ensuring that all data remains intact and accessible? Are there any specific steps or considerations to be aware of during this process?


Answers:
author: marc -Collabello--Phase Locked-
body: In addition to switching to the free plan, I'd do a backup and a data export. This would allow restoration to a new tenant in the future.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I get the SLA Day
Asked by Mar Angelo L_ Tareno:

Is there a smart value to get the SLA, how many days that SLA run?

my SLA Excluded weekend and holidays. I just need the day value from the start of the run and from current day or the SLA meet the condition to stop running.


Answers:
author: Ashok Shembde
body: Hi [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

You can use this Smart Values for SLA:

* `${issue.sla.fieldName.started}`
* `${issue.sla.fieldName.completed}` (or `${issue.sla.fieldName.ongoing}` if the SLA is still running)

comments: author: Mar Angelo L_ Tareno
body: it doesn't work.

the fieldname it should be SLA name?


author: Ashok Shembde
body: You can set up a Jira Automation rule


author: Ashok Shembde
body: If you're building an automation rule, you could log the SLA time like this:

* **Trigger:** SLA status updates
* **Condition:** Check if the SLA is still running or completed using `{{issue.sla.fieldId.completed}}`
* **Action:** Use `{{issue.sla.fieldId.elapsedTime.convertToDays}}` to log or send the number of days the SLA has been running


author: Mar Angelo L_ Tareno
body: I did it on Automation and the result give is this

![sss.png](https://community.atlassian.com/t5/image/serverpage/image-id/348671i0456EA4AC3D2685A/image-size/large?v=v2&px=999 "sss.png")

`I changed ng fieldName to my SLA name Time of result`


Tags: cloud

jira-service-management

jira-service-management-cloud
approvers
Asked by Josiah Umezurike:

I need to know how to add users in the approvers field.


Answers:
author: Cristian IONESCU
body: Hi Josiah,

Approvers field is used in Jira Service Management. To add users to the "Approvers" field, this field must be visible on the Issue Edit Screen.

Additionally, please verify that the workflow in use is configured with an approval step that utilizes the "Approvers" field.

Hope this helps


author: Joseph Chung Yin
body: [@Josiah Umezurike](/t5/user/viewprofilepage/user-id/5346217) -

In addition to what Cristian mentioned. Take a look at this reference article on setting/editing approvers in JSM

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-pre-set-list-of-approvers/>

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Datacenter and Slack Integration
Asked by ahmed_ashraf_mdp-eg_com:

i try to integrate Jira Datacenter with Slack but i can not Create Issue or close this tickets via slack is it applicable to integrate SLACK with Datacenter Version ?


Answers:
author: ahmed_ashraf_mdp-eg_com
body: ![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/348569iB74FFF74D5DEBA6E/image-size/large?v=v2&px=999 "Capture.PNG")i got this error


Tags: data-center

jira-service-management

jira-service-management-data-center

slack
When Status of an Issue is Updated to DONE, I want to ensure that Log Work is not blank
Asked by Gopikrishna Mamidipudi:

When Status of an Issue is Updated to DONE, I want to ensure that Log Work is not blank


Answers:
author: Jim Knepley - ReleaseTEAM
body: You're looking for a [validator](https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/#Validators) that [requires a field that is not empty](https://confluence.atlassian.com/jirakb/how-to-make-a-field-required-before-closing-the-issue-1236928291.html).


author: Trudy Claspill
body: Hello [@Gopikrishna Mamidipudi](/t5/user/viewprofilepage/user-id/5546361)

Welcome to the Atlassian community.

Do you want to require that some amount of time has been logged against the issue at any point in the past?

Or do you want to require the user to log time against the issue at the same time the status is changed to Done?


Tags: workflow