youngmon/atlassian-qna huggingface dataset:
issuekey not in updatedBy(admin) does not work
Asked by Tom Scoggin:

I'm using the updatedBy() function and it works fine with a user name but it does not work with updatedBy(admin). I'm using the admin account to do automation updates but don't want to see those updates in my filter.

![automation actor.PNG](/t5/image/serverpage/image-id/309446iC8149F7A46699599/image-size/large?v=v2&px=999 "automation actor.PNG")


Answers:
author: Tom Scoggin
body: It turns out I don't have access to the Account I was using as the Actor in my automations. Therefor I can't filter on the account.


Tags: data-center

jira-service-management

jira-service-management-data-center
How can i set the Request type according to the issuetype
Asked by Estev?o Basso Chrisostimo Soares:

I'm trying to create a script in Behaviour which according to the issuetype, the request type is setted, or at least the other options get hidden. I've tried this one with a custom field type select option and it works correctly, but when I changed to run in Request type field, i got nothing.  
--------------------------------------------------------------------------  
import com.atlassian.jira.component.ComponentAccessor  
import com.onresolve.jira.groovy.user.FieldBehaviours  
import groovy.transform.BaseScript

@BaseScript FieldBehaviours fieldBehaviours

final singleSelectListName = 'Request type'

\[singleSelectListName\].each { selectFieldName -\>  
// Get the select field  
def selectField = getFieldByName(selectFieldName)  
log.warn("$selectFieldName")  
log.warn(getFieldByName(singleSelectListName))

// Getting select field options  
def selectCustomField = customFieldManager.customFieldObjects.findByName(selectFieldName)  
def selectConfig = selectCustomField.getRelevantConfig(issueContext)  
def selectOptions = ComponentAccessor.optionsManager.getOptions(selectConfig)

// Log select options  
log.warn("Select Options for $selectFieldName: $selectOptions")

// Filter select available options  
final selectAvailableOptions = selectOptions.findAll { it.value in \['Termo de devolu??o de equipamento'\] }  
selectField.setFieldOptions(selectAvailableOptions)

// Log select available options  
log.warn("Select Available Options for $selectFieldName: $selectAvailableOptions")

<br />

// Set the default values depending on select type  
// if (selectFieldName == singleSelectListName) {  
// def defaultValue = selectAvailableOptions.find { it.value == 'Termo de devolu??o de equipamento' }  
// selectField.setFormValue(defaultValue.optionId)

// log.warn("Default Value for $selectFieldName: $defaultValue")  
// }  
}  
-----------------------------------------------------------  
Here is the log that I got when test it:  

`2024-02-29 10:05:43,368 WARN [runner.ScriptBindingsManager]: Request type 2024-02-29 10:05:43,368 WARN [runner.ScriptBindingsManager]: Form field ID: customfield_15100, value: null 2024-02-29 10:05:43,374 WARN [runner.ScriptBindingsManager]: Select Options for Request type: [] 2024-02-29 10:05:43,375 WARN [runner.ScriptBindingsManager]: Select Available Options for Request type: []`


Answers:
author: Carla Ann Rowland
body: In Service Management a Customer Request Type can be attached to the same issue type so my question is each Customer request type in your project have a unique issue type?

Use case example:

Need help with printer--- Service Request issue type

Need help with password --- Service Request issue type


Tags: data-center

jira-service-management

jira-service-management-data-center
Customer cannot add other customers with "Shared with" option
Asked by Nikola Perisic:

Hello community!

I've been trying to solve this issue. When a customer has raised a request via portal and when they want to share with others they simply can't.

They start to type the name of the team member, but nothing comes up.

I've tried with my account which has the Service Desk Team role and works perfectly fine.

Customer permissions: Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project - this has been selected.

What can be the issue here? Is it only for Service Desk Agents to be able to share with others and not the customers as well?

Thanks!


Answers:
author: Jack Brickey
body: Have you confirmed that the customer is indeed part of the same Organization?

comments: author: Nikola Perisic
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)

Yes, I have, still the issue persists.


author: Jack Brickey
body: Do you have a test customer user configured so that you can test as a customer? It would be good for you to confirm what the customer is seeing. If both customers are in the same org in the same project with the permissions shown it should work. I have not seen it not work.


author: Nikola Perisic
body: Yeah, I logged in as that user and tried and I was able to see this issue reflecting as well.


author: Jack Brickey
body: Other questions:

* does this happen when trying to share with a specific customer or any customer in the organization?
* Is any customer in the organization able to add other customers?
* Is this happening in one project or other projects as well?


author: Nikola Perisic
body: Also I've tried with mine account where I remove the Service Desk Team and replaced it with the customer role and I was able to list out people.


author: Nikola Perisic
body: * This happens to one customer only
* I tried with the other customer and they were able to share with others
* This user has been added to one service desk project


Tags: cloud

jira-service-management

jira-service-management-cloud
Annoying sign ?-?-?-? in customer notifications
Asked by Sina Kunz:

```
In the ticket system we have the problem that the customer notifications have the symbol at the beginning of every email ---------------stands. But it is not entered in the template or css. How can we remove it?
```


Answers:
author: Jack Brickey
body: Please provide example. There is the instance in the create notification as illustrated below.

![IMG_3754.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/309437i3CFB7EAA19FFF732/image-size/large?v=v2&px=999 "IMG_3754.jpeg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: How to set a condition to trigger rule when customer adds comment to tickets.
Asked by Namrata Kumari:

Hi,

I am creating an automation rule to trigger when a customer adds a comment, the status should transition from A to B.

Now to set the condition that the rule should only trigger when a customer adds the comment, not the service desk user, what would be the best condition to add?

How can I achieve this?

Thank you!


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Namrata Kumari](/t5/user/viewprofilepage/user-id/5174483)

You can use User condition (<https://support.atlassian.com/cloud-automation/docs/jira-automation-conditions/#User>)

![Screenshot 2024-02-29 at 11.50.32.png](https://community.atlassian.com/t5/image/serverpage/image-id/309406i590178B95BC6F4F3/image-size/large?v=v2&px=999 "Screenshot 2024-02-29 at 11.50.32.png")


author: John Funk
body: Hi Namrata,

Try this:

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/309405i1BBC875E0AA534C5/image-size/large?v=v2&px=999 "Screenshot.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Smart Value For Comment
Asked by Camo Macdonald:

Since the jira automation quotas were implememented we've been trying make some of our rules more efficient.

Im looking for help to find out the smart value for

- if latest comment is public

and

-if latest comment is customer or user

Any help in finding if these are available would be appreciated


Answers:
author: John Funk
body: Hi Camo

You can start with this:

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/309409i4BCD73F73A2505BF/image-size/large?v=v2&px=999 "Screenshot.png")

comments: author: Camo Macdonald
body: Thanks for the help John, sadly thats what we currently have but due to the new limits that causes our to exceed it. 5000 automations is a very low limit already and we cannot justify paying double per agent for something that used to be included.

We are looking to change it to a scheduled time where it bulk checks every 10 mins for tickets updated in that timeframe rather than trigger on each comment

comment.external should work for checking public but would still need the customer/user check?

is there a way to view all available smart values?


author: John Funk
body: I thought you were trying to differentiate between customers and users. If not, no need for that condition check then.

Doing a scheduled trigger is probably the best for you then. But I would only have it run during business hours and only on week days.

<https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>


author: Camo Macdonald
body: i do need to know the difference yeah, i can see in the json output of a ticket you can get the customer vs user from the field accountType, when i call it as a smart value it returns blank. any ideas as to why?

{{issue.comments.author.last.accountType}}


author: John Funk
body: So in the rule I have above, if it first determines it is External comment, then you could do an IF/ELSE to see if it is Customer or Else not.


author: Camo Macdonald
body: yes your rule is based on the comment being the trigger though.

i need it based on a schedule, so i cant use initiator as it wont work.

my question is, if the rule is based on a time schedule, what smart value can i use to tell if the latest comment was a customer as the one i put in my last comment doesnt return anything


author: John Funk
body: Try {{issue.comments.last.author}}


author: Camo Macdonald
body: not quite, that gives me the author id not whether they are a user or customer.


author: John Funk
body: I would open a support ticket with Atlassian to see what they say. Please post the resolution back here.

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

Good luck!


author: Casper Hjorth Christensen
body: Hi [@Camo Macdonald](/t5/user/viewprofilepage/user-id/4155345)

Ever found a solution?


Tags: cloud

jira-service-management

jira-service-management-cloud
Can no longer view objectTypeAttributeId
Asked by S?lr?n ?sta Bj?rnsd?ttir:

I can no longer view objectTypeAttributeId for Assets Object. ![Screenshot 2024-02-29 100039.png](/t5/image/serverpage/image-id/309400iB2C3151A58583C2F/image-size/large?v=v2&px=999 "Screenshot 2024-02-29 100039.png")


Answers:
author: Zoey Wang
body: Hi [@S?lr?n ?sta Bj?rnsd?ttir](/t5/user/viewprofilepage/user-id/4378683)

If you are referring to get the ids of object type, or object

Open the object schema/object type as the screenshot you shared.

Look for the paramaters: objectid as below shown.

![Screenshot_7.png](https://community.atlassian.com/t5/image/serverpage/image-id/309580iEC93AF45C6629B04/image-size/large?v=v2&px=999 "Screenshot_7.png")

comments: author: S?lr?n ?sta Bj?rnsd?ttir
body: Hi Zoey, no the object attribute ids. The ids of the attributes set for this object type. Normally this would be the location where you can view those.


Tags: cloud

jira-service-management

jira-service-management-cloud
connect statuspage with own incident
Asked by Dreymann_ Thomas:

Hi,

we use the status page directly from atlassian *<https://status.atlassian.com/>* and have subscribed this page. So I get emails about every incidents - that's good and works fine.

But:   
I would prefer to post this information directly in our JSM as Incident. Yes, I could do that via Email-Connector, but if we get a update information it's not working for us.

Is there anyone who has already implemented something like this?

<br />

Best Regards  
Thomas


Answers:
author: Marc - Devoteam
body: Hi [@Dreymann_ Thomas](/t5/user/viewprofilepage/user-id/5021437)

I tried to work on this, but I can't seem to find a solution for this.

You cant use the API, as you don't have access to the page.

So you would need software to monitor that page and then, progress further.

So that would be your first need, can you monitor the the status page on updates

comments: author: Dreymann_ Thomas
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ;  

tnx for your answer - i already do that, but manually. in fact, we also receive emails and the idea was to parse them accordingly.

not easy ;-)


author: Marc - Devoteam
body: No, I see your point in this,

As using a catch on the initial email will allow to create a JSM issue, the updates will create a new email, but that can't be related to the initial related JSM issue.

To get a finger on this, would be almost impossible, there would be a identifier on the initial email, thats identical on the updates.

You would need to be able to, on mail arrival to check if there is an option to match the ID and transform the mail subject, so JSM thinks its an update on an initial created request


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
Converting a customer account to an Atlassian account when a matching Atlassian account exists?
Asked by Alec Waters:

Hi all,

When converting a customer account to an Atlassian account, what happens if there is a matching Atlassian account already? e.g. bob.smith@example.com is listed both as a Customer and also as a JSM user?

Do the two accounts get merged?

Thanks,  
alec


Answers:
author: Zoey Wang
body: Hi [@Alec Waters](/t5/user/viewprofilepage/user-id/1885532)

After migrating from portal only account to Atlassian account, changes include

1. The portal only account will be deactivated

2. important data eg requests raised gets migrated to the Atlassian account

3. Gets Customer product role

Further details <https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/>


Tags: cloud

jira-service-management

jira-service-management-cloud
SQL to show what an agent did today
Asked by Peter Dixon:

Hi - I'm after some SQL to show me what my agent has done in JSM today.

I'm looking at creating a report/dashboard for the agents.


Answers:
author: John Funk
body: Hi Peter,

Just add a gadget to a Dashboard for Activity Stream. And then use the Account ID for the agent.

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/309399i31422CC285BA230E/image-size/large?v=v2&px=999 "Screenshot.png")

comments: author: Peter Dixon
body: Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Custom key
Asked by Thebe Lephallo:

Is it possible to create your own custom ticket ID and if so how?


Answers:
author: Tansu Akdeniz
body: Hi [@Thebe Lephallo](/t5/user/viewprofilepage/user-id/5441391)

Welcome to the community.

It is not possible. Project can have only one project key at a time and the ending part increases sequentially. If you need to give another key (ex; external reference no etc.) to issue, create a new field.

comments: author: Thebe Lephallo
body: Hi [@Tansu Akdeniz](/t5/user/viewprofilepage/user-id/472390) thank you. how can i then link it to the issue


author: Tansu Akdeniz
body: You are welcome.

[Add a new custom field to a service project](https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/)


Tags: cloud

jira-service-management

jira-service-management-cloud
JSON import error message in Assets
Asked by Viktoryia K_:

Hi all. When creating an import in the Assets file, the following error appears in JSON format: **rlabs.insight.i18n.constraint.violation.ReferenceTypeBean.Size.name**   
Does anyone know what the problem is? I can't find information about this error.


Answers:
author: Viktoryia K_
body: this issue happens when the name of the reference attribute type is longer than 30 characters.

We do have a couple of feature requests for the concern to provide more information for the Import failures as below:

<https://jira.atlassian.com/browse/JSDCLOUD-12050>

<https://jira.atlassian.com/browse/JSDCLOUD-11407>


Tags: assets

cloud

import

jira-service-management

jira-service-management-cloud

json
Adding ticket on behalf of customer doesnt show up on public requests pages
Asked by Mirko:

Good morning,  

For some reason it appears to be the case that if I (admin and agent of an organisation) create tickets on behalf of a customer the ticket doesnt show up on the requests overview. It is however visible in the backoffice queue. Is that intended and how can that be changed?  
![Screenshot 2024-02-29 at 08.04.21.png](/t5/image/serverpage/image-id/309379i2BBDDE1A33C629F3/image-size/large?v=v2&px=999 "Screenshot 2024-02-29 at 08.04.21.png")


Answers:
author: Mirko
body: SOLVED: the reason was the fact that I (admin/agent) was not myself added to the organisation. I could see everything because of my supervising role, but as I wasnt in the Org I couldnt see requests coming from customers inside the organisation. Thanks for your help


author: Mirko
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ,  

thanks for your reply

1. the Request Type has a value after the request is created. Its the one I choose when creating the ticket in the service portal on behalf of that customer which ties into question 2
2. as the request/ticket I as admin/agent create is issued via the service portal in the first place the request type is available to that customer too

any other thoughts what the issue might be?

comments: author: Marc - Devoteam
body: Are all issues searchable by any user?

Are you looking at the request overview as yourself or as the customer you raised the issue for?


author: Mirko
body: Hmm I dont seem to be able to search/find any issues if I use the search bar, my own ones neither but they are in the overview so not sure if thats the issue

However I did create the ticket by sharing with the Organisation and I would assume that all members (admins or customers assigned to that org) can see it![Screenshot 2024-02-29 at 13.12.01.png](https://community.atlassian.com/t5/image/serverpage/image-id/309433i8672518867E56B95/image-size/large?v=v2&px=999 "Screenshot 2024-02-29 at 13.12.01.png")![Screenshot 2024-02-29 at 13.11.07.png](https://community.atlassian.com/t5/image/serverpage/image-id/309434i09C447E4DC87F01C/image-size/large?v=v2&px=999 "Screenshot 2024-02-29 at 13.11.07.png")


author: Marc - Devoteam
body: Hi [@Mirko](/t5/user/viewprofilepage/user-id/1515031)

Does the Request Type field have a value after the request is created, if not this raised request will not be shown in the request overview

Or is this request type also available from the customer to create from the portal, if not this raised request will not be visible


Tags: cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
CI\CD for JEE app
Asked by Mikl:

Hello,

We have Java Enterprise application.

Can we use Bitbucket pipeline for deployment?

Where i can find pipeline examples?

Mikl


Answers:
author: Patrik S
body: Hello [@Mikl](/t5/user/viewprofilepage/user-id/5124559) ,

Welcome to Atlassian Community!

You can definitely use bitbucket pipelines to build your java applications. I would suggest taking a look at the following article that provides some examples of using maven or Gradle:

* <https://support.atlassian.com/bitbucket-cloud/docs/java-with-bitbucket-pipelines/>

As for deploying your code to an external server, or a cloud provider (like AWS,Azure,GCloud,etc.) I would recommend checking our deployment pipes :

* [https://bitbucket.org/product/features/pipelines/integrations?category=deployment\&](https://bitbucket.org/product/features/pipelines/integrations?category=deployment&)

[Pipes](https://support.atlassian.com/bitbucket-cloud/docs/what-are-pipes/) are essentially preconfigured scripts, where most of the complexity of creating the script is already done for you, and you'll just need to supply a few key pieces of information.

Hope that helps!

Thank you, [@Mikl](/t5/user/viewprofilepage/user-id/5124559)

Patrik S


Tags: bitbucket-cloud

cloud
Request for Garbage Collection
Asked by dwilt_tns:

I am trying to reduce the size of one of my repositories which is at 2GB. I have deleted many branches but the the size has not been reduced. I have the Labs Delete dangling commits when over size limit enabled but this does not appear to be cleaning anything up.

I believe that I need GC ran on my repository and since we have no way to do this ourselves so I am creating this request.


Answers:
author: Syahrul
body: Hey [@dwilt_tns](/t5/user/viewprofilepage/user-id/3298430)

G'day.

I have triggered the Git GC on your Workspace's 2 GB repository size. The repository size has been reduced to 1.9 GB after GC is complete, which I believe is still reasonably huge.

I suggest reviewing your repository again for any large binary file that may exist in it and using [BFG tools](https://rtyley.github.io/bfg-repo-cleaner/) to remove and clean your repository.

Cheers,  
Syahrul


Tags: bitbucket-cloud

cloud
is it possible to connect GCR with OpenID?
Asked by Katja Haase:

We would like to be able to use Google Container Registry (GCR) images in Pipelines with OpenID Connect the same way it is done for AWS.

Here is an example

```
pipelines:  
  default:  
   - step:  
     image:  name: 123456789012.dkr.ecr.us-east-1.amazonaws.com/repository/my-repo:latest  
aws:  oidc-role: arn:aws:iam::123456789012:role/pipelines-ecr-access  
oidc: true
```

and here the support page for the aws.

[Support_Page](https://support.atlassian.com/bitbucket-cloud/docs/use-aws-ecr-images-in-pipelines-with-openid-connect/)


Answers:
author: Ben
body: Hey Katja,

Unfortunately - we do not have any documentation specifically for GCR to use OIDC.

We have an article here explaining how to use GCR images as build environments in Bitbucket Pipelines (see Private images hosted by Google Container Registry subheading):  
<https://support.atlassian.com/bitbucket-cloud/docs/use-docker-images-as-build-environments/>

There's also some documentation here that might be useful:  
<https://cloud.google.com/iam/docs/workload-identity-federation-with-deployment-pipelines>

Cheers!

- Ben (Bitbucket Cloud Support)


Tags: bitbucket-cloud

cloud