youngmon/atlassian-qna huggingface dataset:
Domain configuration when moving to cloud
Asked by Ali Azzam:

Hi all,

We are in the process of moving from server solution to cloud solution. We are using Service Desk and Jira Software.  

Before we had following domains to the two different products:  
1. [www.servicedesk.companyname.com](http://www.servicedesk.companyname.com)  
2. [www.jira.companyname.com](http://www.jira.companyname.com)

Now we have following:  
1. [www.companyname.atlassian.net/servicedesk](http://www.companyname.atlassian.net/servicedesk)  
2. [www.companyname.atlassian.net/jira](http://www.companyname.atlassian.net/jira)  

Is there anything we should take into consideration? Besides DNS re-direction, to redirect customer and employees from [www.servicedesk.companyname.com](http://www.servicedesk.companyname.com) to [www.companyname.atlassian.net/servicedesk](http://www.companyname.atlassian.net/servicedesk)?


Answers:
author: Nic Brough -Adaptavist-
body: Hi Ali,

The redirection will work at the top level, but the structure of Cloud and Server URLs can be quite different, so if someone is expecting to see the same entry by just changing the domain, they might be disappointed. ([www.servicedesk.companyname.com/x/y/z](http://www.servicedesk.companyname.com/x/y/z) may not exist as [www.companyname.atlassian.net/jira/x/y/z](http://www.companyname.atlassian.net/jira/x/y/z))

I would do two things as part of your migration education:

* Warn your people of the above
* Remind them to update their bookmarks, bearing in mind the URLs may not match They may need to go find the thing they've bookmarked in the new site from scratch.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software-cloud
validation issue while adding Email domains sender
Asked by Lavie B_B_:

Hey,

Trying to add Validated email domain, while the domain was validated - trying to add sender failed on invalid characters although the word info is perfectly valid.

I suspect the to be a bug since the domain is an IDN domain service.?????.????? which in turn is translated to service.xn-- -ficgkh0d.xn--4dbrk0ce

![Screenshot from 2024-02-01 15-47-52.png](https://community.atlassian.com/t5/image/serverpage/image-id/303748iB16DAF831FE5EF9D/image-size/large?v=v2&px=999 "Screenshot from 2024-02-01 15-47-52.png")

can anyone assist or validate and get the bug handled ?

Thanks


Answers:
author: Brant Schroeder
body: [@Lavie B_B_](/t5/user/viewprofilepage/user-id/5420117) welcome to the Atlassian community

Were you able to get this resolved? Do you still need assistance? If yes I can escalate it to Atlassian since you are on the free plan.


Tags: cloud

jira-service-management

jira-service-management-cloud
How I can modify the "Testing Company"?
Asked by Marius Schwab:

I want to add another testing company. But for me it is not possible to fill out this field with another company name. How can I add a other company name?

And where I can find, who are the admin of my project?


Answers:
author: Nikola Perisic
body: Welcome [@Marius Schwab](/t5/user/viewprofilepage/user-id/5420100) !

To find out who is the project admin, you would need to go to project settings -\> project lead option.

Now when you say to fill out the field with another company name...what exactly do you mean? Do you want to change the name of your current project?

comments: author: Marius Schwab
body: Hey [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)

++[@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)++

If I want to fill in the field "Testing company", I get a dropdown menu. But here I can only choose 2 companies. However, I would like to include a third company in the selection.


author: Nikola Perisic
body: I see, so this is the custom field that you have created. Have you created your custom field to be "Select List (multiple choices)"?

Example:

![Screenshot 2024-02-01 at 15.20.39.png](https://community.atlassian.com/t5/image/serverpage/image-id/303757iD75E719E9EA2B9C3/image-size/large?v=v2&px=999 "Screenshot 2024-02-01 at 15.20.39.png")


author: Marius Schwab
body: [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)

I didn't create the project myself. So I don't know what the format of this field is. But yes, Select List would fit.

How do I get to the interface where I can customize the selection options? Under Settings, I get the message that I should contact my admin. (See picture)

![Screenshot 2024-02-01 171102.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/303794iD6FCD32CC0314152/image-size/large?v=v2&px=999 "Screenshot 2024-02-01 171102.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service Management sometimes does not create an Issue from mail
Asked by Georg Hopfinger:

Hello,

we got a problem with the conversion from e-mail to issue.

1% of the mails we get, Jira does not create an issue from the inbox.

The exact Mail is not found in the Logfiles from the mail-channel settings.

Mail will be checked as read in Outlook.

We get a lot of mails, so we can't check the inbox all the time.

What could be the issue for that.

Kind regards

Georg


Answers:
author: Viktoryia K_
body: [@Georg Hopfinger](/t5/user/viewprofilepage/user-id/5420049) Hello!  
Have you checked the journal in the "Email Requests" project settings? Usually there are errors about letters that do not arrive

comments: author: Georg Hopfinger
body: Hello Viktioryia,

yes, that's what I've meant with:

"The Mail is not found in the Logfiles from the mail-channel settings"

I don't know what to do anymore, I've literally checked all settings.

Some issues just won't be created, without an error.


author: Viktoryia K_
body: [@Georg Hopfinger](/t5/user/viewprofilepage/user-id/5420049) Read this link, if there is no solution there, then you should contact Atlassian support: <https://community.atlassian.com/t5/Jira-Service-Management/Emails-not-creating-requests-issues-in-Service-Desk/qaq-p/1048767>


Tags: jira-service-management

jira-service-management-server

server
Can we add the drop-down field for locked system field by using rest API key?
Asked by Jira Admin:

While I am creating ticket. I want to give in" Organizations" Below as "Three UK". It is not in organization drop down field. so, I want to add "three Uk" filed in drop down of organization filed. is it possible to do using with rest API Key?

while I am trying to add Three UK field in drop down of Organizations field using rest API I am getting below error.

![MicrosoftTeams-image (4).png](https://community.atlassian.com/t5/image/serverpage/image-id/303717i45D80AB64F852EB6/image-size/large?v=v2&px=999 "MicrosoftTeams-image (4).png")![organization.png](https://community.atlassian.com/t5/image/serverpage/image-id/303716i67DB99136292DDD0/image-size/large?v=v2&px=999 "organization.png")

{"errorMessages":\[\],"errors":{"organisation":"Field 'organisation' cannot be set. It is not on the appropriate screen, or unknown."}}

please advice me if we have any feasible ways to do this using with rest api keys

Thank you


Answers:
author: Marc - Devoteam
body: Hi [@Jira Admin](/t5/user/viewprofilepage/user-id/5296038)

Is the field Organisation on the create screen related to the issue type within the project

comments: author: Jira Admin
body: hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) Yes it is present in the project.


author: Marc - Devoteam
body: HI [@Jira Admin](/t5/user/viewprofilepage/user-id/5296038)

Ok.

But within the API you can address the Organization field only via it's ID and the option needs to be defined as with its ID as well.

Example:

"customfield_10500": \[  
{  
"ID": 4  
}  
\],


author: Jira Admin
body: Already we have tried with Id but it's not working same as before.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to use the chatbot in Slack in your own private channel for internal questions
Asked by Philipp Friess:

Hello,

Is it possible to use the chatbot in Slack in your own private channel? At the moment, the requests of all members are displayed in the test channel, which makes it quite confusing. However, we would only use the chatbot to query the connected knowledge base from Confluence. No tickets should be created here in Jira Service Management, as only the agents should ask the chatbot questions. The question here would also be whether the workflow can be configured for this? A direct integration into the ticket system to first ask for a solution to incoming customer questions with internal information would also be helpful. Many thanks in advance. Regards.


Answers:
author: Viktoryia K_
body: [@Philipp Friess](/t5/user/viewprofilepage/user-id/5419996) Hello.  
Atlassian has very good documentation articles on this topic, have you read them?  
I don't quite understand how you want to implement integration using confluence without JSM. The workflow can be customized in Slack itself to suit your requirements, and to write requests and resolve them directly in Slack, two channels are needed: a request channel and an agent channel. You need to understand what you expect from slack.

comments: author: Philipp Friess
body: [@Viktoryia K_](/t5/user/viewprofilepage/user-id/5299778)

I would of course like to use Confluence in conjunction with JSM. That already works. My goal is that every agent of JSM can use the chatbot for internal information procurement without the channel in Slack being too full. If 30 agents ask questions in one channel at the same time, it becomes confusing. It would therefore be ideal if each agent could create their own private channel and integrate the chatbot. Or is there a setting where you can only see your own messages in the group channel?


Tags: artificial-intelligence

atlassian-assist

chatbot

cloud

jira-service-management

jira-service-management-cloud

slack
Building a support process
Asked by Nick Gibson:

We are looking at moving away from Freshdesk for our support tickets and handling everything in JIRA.   
Does JIRA provide solution architects or sales engineers who can help show what is possible and confirm our specification document is feasible?

Does JIRA also offer professional services to help build and set up the support process/system?

Thanks,


Answers:
author: Robert Wen_ReleaseTEAM_
body: Hello [@Nick Gibson](/t5/user/viewprofilepage/user-id/5420010) ! Welcome to the Atlassian Community!

The professional services Atlassian provides usually come at the Enterprise level. If you're not at 1000+ licenses, you may want to look at talking to a Solutions Partner. Atlassian's partner directory is at <https://www.atlassian.com/partners>

(FULL DISCLOSURE: I work for an Atlassian Solutions Partner)

comments: author: Nick Gibson
body: Thanks Robert - Useful to know. We had this at my previous company but we were 1000+ so I didn't know how it works for less. If you are based in the UK I would be happy to chat further


author: Robert Wen_ReleaseTEAM_
body: Alas, we're mostly US. But take a look at the partner directory. You should be able to search by region/country.


author: Viktoryia K_
body: Hello and welcome!  
I hope I understood you correctly.  
JSM has many varieties of project types for different teams to work with, I recommend that you purchase a free license and test it out. Also, each project template has its own built-in workflow, which you can change as you wish to suit your work. There are statuses, transitions, you can install validators, conditions and post-functions. You can also find and download workflows from the marketplace.  
I hope I answered your questions! If not, then don't hesitate to clarify.


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue creation - fields conditional by organisation
Asked by christianRtg:

We serve multiple customers (aka "Organization") from our Jira Management Cloud.  

We want to set up a form to gather issues with field "Product". It's a list of our customers products (not ours!).  

We want to show the client in the Product-Dropdown only his products.  

Adding a customer specific form to the issue by an automation after the issue has been created is working. But we want to show the form field as part of the original issue creation dialogue.  

<br />

Any suggestions on how to make this working?


Answers:
author: Viktoryia K_
body: [@christianRtg](/t5/user/viewprofilepage/user-id/2010184) Hello.

Forms can be submitted either by an agent, or the project administrator can link 1 (!) form to one task type on the portal. If your clients use the portal, then you can implement this through the portal. I think this will be difficult to implement, but most likely you will have to create your own task type for each organization in order to attach the required form. Or do automation, so that if a user from some organization writes to you with a certain type of task, perhaps also with custom fields, then send him a form.  
Perhaps someone will provide a different answer, I'd love to hear other ideas!


Tags: cloud

condition

jira-service-management

jira-service-management-cloud

organization
SLA EVOLUTIVOS
Asked by FELIX LOPEZ ROMERO:

QUERIA SABER COMO CREAR UN SLA QUE ME INDIQUE LOS EVOLUTIVOS QUE HAN SIDO REABIERTOS EN ALGUNA OCASI?N. NO SE COMO CREAR EL JQL QUE LE INDIQUE ESO

GRACIAS


Answers:
author: Viktoryia K_
body: [@FELIX LOPEZ ROMERO](/t5/user/viewprofilepage/user-id/5419980) ?Hola!  
?Utiliza el estado "Reabierto" en su flujo de trabajo?

No entiendo qu? tiene que ver SLA con esto, aqu? la automatizaci?n para reabrir una tarea, por ejemplo, porque el cliente escribi? un comentario, te ayudar? m?s.  
?Puedes contarnos m?s sobre tu idea?

comments: author: FELIX LOPEZ ROMERO
body: Queremos controlar los evolutivos que se han reabierto una vez que han s?do entregados porque a

partir de la primera vez que se reabran se produce una penalizaci?n econ?mica y queremos controlar eso, si se reabren 2 o 3 veces tienen una penalizaci?n y se reabren m?s veces otra penalizaci?n tambi?n teniendo en cuenta la criticidad del evolutivo

Saludos


Tags: cloud

jira-service-management

jira-service-management-cloud
While trying to add value in Locked system field (organization) via Rest Api's.
Asked by Jira Admin:

Hi,

Is it possible to update the value in the locked system field? By using Rest Api's.

Field Name: Organization

While trying to update the value in locked filed below is the error I am getting.

I tried with "Organisations", "Organizations", "Organization", "Organisation".

Ticket is correctly created but Organization field is not filled.

This I have tried by using Rest Api's. Is there any possible way to get this done.

Thanks in advance for your assistance.

Screenshot for reference: -

![organization.png](/t5/image/serverpage/image-id/303710iF94B7A233B4FDE19/image-size/large?v=v2&px=999 "organization.png"){"errorMessages":\[\],"errors":{"organisation":"Field 'organisation' cannot be set. It is not on the appropriate screen, or unknown."}}


Answers:
author: Nikola Perisic
body: Hello [@Jira Admin](/t5/user/viewprofilepage/user-id/5296038) ,

I found this article: <https://community.developer.atlassian.com/t/updating-value-of-system-field-in-jira-cloud-through-rest-api/45616>

Let me know if it helps you out.


Tags: cloud

jira-service-management

jira-service-management-cloud
how to give external users access to only a specific project
Asked by Evert Morren Atlas Admin:

We have several projects for internal use and one project which must be also accessible for external users. How can I realize that only this project is accesible for the external users and the other projects are invisible for them on the portal.


Answers:
author: Marc - Devoteam
body: Hi [@Evert Morren Atlas Admin](/t5/user/viewprofilepage/user-id/4775056)

Questions?

How are your current project setup, are all open for public signup or not?

Do you want external users to be able to singup themselves?

comments: author: Evert Morren Atlas Admin
body: Yes, at he moment all project are open for public signup, but this is not necessary, only the specific project must be open.

External users must be able to signup themsleves


author: Marc - Devoteam
body: Hi [@Evert Morren Atlas Admin](/t5/user/viewprofilepage/user-id/4775056)

Then I suggest you to only enable to the project that requires external user access the public signup option.

All other JSM project should be closed and all internal users should be added as customers or the group containing them all could be added to the Service Customer role.


author: Evert Morren Atlas Admin
body: Hi Marc, Thanks for the support, this works.


Tags: cloud

jira-service-management

jira-service-management-cloud
ITSM Incident Management Project Configuration
Asked by Mathavan:

Hello Team,  

Good day!  

Can you please assist about ITSM Incident management workflow.  

We have any standard format for this?  

Waiting for your support!  

Thanks,  
Mathavan


Answers:
author: Nikola Perisic
body: Hello [@Mathavan](/t5/user/viewprofilepage/user-id/5097263)

Incident management has queues for agents when an incident was actually raised.

Also:

![Screenshot 2024-02-01 at 10.15.40.png](https://community.atlassian.com/t5/image/serverpage/image-id/303685i03E92E6D8B0527E3/image-size/large?v=v2&px=999 "Screenshot 2024-02-01 at 10.15.40.png")

You go to Features -\> Incident Management

Also to find more information you click on the "Learn more about incident management" .

You do not have a defined workflow for incident management. Instead, you should create a new issue type of an incident where the workflow is being tied to the specific issue type. Also, you need to add field configuration and screens to it:

![Screenshot 2024-02-01 at 10.21.41.png](https://community.atlassian.com/t5/image/serverpage/image-id/303686i3F30FD437F452D67/image-size/large?v=v2&px=999 "Screenshot 2024-02-01 at 10.21.41.png")

Here you need to create an issue type first. Then create a new request type that will use the Incident as an issue type.

comments: author: Mathavan
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) ,  

Thanks for your response.  

We have to implement this in datacenter edition, So can you assist me about to create a incident management workflow with (L1,L2,L3 supports), How the workflows will be?  

Thanks,  
Mathavan


author: Nikola Perisic
body: Ah correct, I see the tags now that it is meant for the data center.

For this you should be contacting the sales team, which could be found in here: <https://www.atlassian.com/enterprise/data-center/jira/service-management>


Tags: jira-service-management

jira-service-management-server

server
View older issues that have been cleared from the board
Asked by Santhosh Raj:

How to Unhide these issues from Board in JSM Project ?![request.png](/t5/image/serverpage/image-id/303673iBEA6457F4DA3AC6F/image-dimensions/442x264?v=v2 "request.png")

So let me know if there is Unhide options.  

Actually if the issues hides in 14 days isn't a problem, but in JSM HR board, it gets hided in a Day.  

So please let us know if we can set it for a month or not to hide or any other ways


Answers:
author: Stefan Stadler
body: Hi Santhosh,

there should be an option to define the duration issues stay in the board after they have been resolved.

Therefore, select Board \> Configure \> General.

On the bottom you will find the setting for how long the issues should "stay" in the board after resolution.

![screenshot board.png](https://community.atlassian.com/t5/image/serverpage/image-id/303675i3B14E05D16253B72/image-size/large?v=v2&px=999 "screenshot board.png")

Show all will basically unhide all items. If you have the need to always do this for a specific use case, you might consider creating a new board with that setting.

If the issues vanish after one day, it is very likely that the status they are in is not included in the board as 1 day is not an option for hiding.

You may check this under the Columns setting tab and see, if there are any unmapped statuses.

Hope this helps!

comments: author: Marc - Devoteam
body: Hi [@Stefan Stadler](/t5/user/viewprofilepage/user-id/4469283)

Not on a board in JSM, the board there isn't a Kanban or Scrum board as in JSW.


author: Santhosh Raj
body: Yes there is no options in JSM board.   
Only two options available, One is columns and another one is Quick filters as per JSM board [@Stefan Stadler](/t5/user/viewprofilepage/user-id/4469283) .  

So is there any other plugin for this to view or any idea [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)


author: Marc - Devoteam
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

This is currently not an option.

I have not found a feature request for this is as well.

I can also understand why its setup like this (my opinion). As a portal can get many requests daily and handle a lot of requests, the board can clutter easily and the oversight on the board is messy.

You can still use a queue in relation to the resolved issues as, this is customisable.


Tags: board

cloud

jira-service-management

jira-service-management-cloud
JIRA Service Management and live customer service
Asked by Ghassan Alkhatib:

We have agents that work as phone based customer support. We have a support software that may not be able to integrate with JIRA. Can we use JIRA service management as a replacement for something like Sales Force (for example; we do not use that but just as an example) ... In other wwords, can our support agents take calls and create cases and tickets live while they are on the phone with the customers?


Answers:
author: Nikola Perisic
body: Welcome to the community [@Ghassan Alkhatib](/t5/user/viewprofilepage/user-id/5419773) !

Jira Service Management is perfect for customer support. You can even create a project that has the customer support template in it. Also, if you don't like the statuses you can create your own and even customise them.

Now the question is how many agents do you have? For free version there are up to 3 agents that you can use.

You can find more information about the agents here: <https://www.atlassian.com/software/jira/service-management/pricing>

Long story short, JSM is the perfect solution for your team that is taking live calls. Your agents can raise the ticket right away. You can also modify how this screen will look like by adding fields, creating your own custom fields and adding them to the screen.

Lots of customisation that can help your team out and also to customise in your way.

comments: author: Ghassan Alkhatib
body: Thank you for the help with this topic!


author: Aless Parry
body: [**Washing services**](https://splashnshine.ca/) ensure meticulous care for garments, employing advanced equipment to remove stains and refresh fabrics. Trust them for impeccable cleaning, preserving your clothing's quality and appearance.


Tags: jira-service-management

unknown-hosting-type
1 Slack workspace with multiple assist + JSM
Asked by Kevin Lim:

Is it possible to connect atlassian assist with more than 1 JSM and linked to 1 slack workspace?


Answers:
author: Viktoryia K_
body: Hello [@Kevin Lim](/t5/user/viewprofilepage/user-id/4953674)   
I just tested, one WORKSPACE can be linked to different JSM projects.

Only Agent channel will be different for each project.

comments: author: Viktoryia K_
body: \*More precisely, it creates a new agent and request channel.


author: Kevin Lim
body: so this following is do-able?

multiple JSM -\> 1 slack workplace -\> multiple slack channel via assist for each JSM


author: Viktoryia K_
body: Yes, this following is do-able


Tags: assist

cloud

jira-service-management

jira-service-management-cloud

slack