youngmon/atlassian-qna huggingface dataset:
GET all the portals where the logged in user is a customer
Asked by Laura De Vita:

HI,  
we must return, via code, all the portals where the logged in user is a customer.

From what we have seen, the following methods return only the portals and service desks connected to the user as agents.  
I tried both the getServiceDesks method of the following interface <https://docs.atlassian.com/jira-servicedesk/3.9.1/com/atlassian/servicedesk/api/ServiceDeskService.html>  
that the method  
getPortalForServiceDesk of the following interface  
<https://docs.atlassian.com/jira-servicedesk/3.9.1/com/atlassian/servicedesk/api/portal/PortalService.html>  
how can we solve this by returning only the portals where the user has access as a customer?


Answers:
author: Laura De Vita
body: Hi,

I would like to retrieve the information with a rest api or with using an interface method?

Best Regards,

Laura


author: waqas Wilan2026
body: To fetch all the portals where the logged-in user is a customer, you'll need to access your database or backend system where user and portal data is stored. The exact method for retrieving this information will depend on your specific system architecture and database schema.

Here's a general outline of how you might approach this:

1. \*\*Authentication\*\*: Ensure that the user is logged in and authenticated in your system.

2. \*\*User Identification\*\*: Identify the logged-in user, typically through a unique identifier like a user ID or email address.

3. \*\*Query Portals\*\*: Query your database or backend system to find all portals where the logged-in user is associated as a customer. This might involve querying a table that stores user-portal relationships or a table specifically for customers.

4. \*\*Retrieve Portal Data\*\*: Fetch additional information about each portal if needed, such as portal name, URL, or other relevant details.

5. \*\*Return Data\*\*: Format the retrieved portal data in a way that suits your application's needs, such as JSON, XML, or any other format required by your frontend.

6. \*\*Handle Errors\*\*: Implement error handling in case there are issues with the database query or if the user is not found.

Without more context on your specific system architecture and database structure, it's challenging to provide more specific guidance. If you can provide more details, I can offer more tailored assistance!


Tags: jira-service-management

jira-service-management-server

server
Can I create a JIRA report on Customers within an Organisation?
Asked by Sarah Burrows:

I am looking to extract the names and email addresses of Customers (users) I have set up against individual Organisations within my JIRA project, is this possible?


Answers:
author: Nikola Perisic
body: Welcome to the community [@Sarah Burrows](/t5/user/viewprofilepage/user-id/5408388)

Take a look at this API reference: <https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-organizationid-user-get>

comments: author: Sarah Burrows
body: Thanks [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624). Is anyway a report can be built directly in Jira as we need to keep reporting on this and I don't have access to any API tools?


Tags: cloud

jira-service-management

jira-service-management-cloud
I'm confused with the permissions and user roles in jira service management
Asked by Simon Sattes:

Hi there,

can someone please enlighten me a bit on the permissions of jira service management? We're using it internally as an IT support portal, so every customer needs to be invited. I'm confused about the following:

On the page "Project Settings -\> People" I can add people and select the role "Service Desk Customers":

![Bildschirmfoto 2024-04-17 um 11.26.20.png](/t5/image/serverpage/image-id/318841i64787C7E904BE7DB/image-size/large?v=v2&px=999 "Bildschirmfoto 2024-04-17 um 11.26.20.png")

Second, outside of the settings on the page "Directory -\> Customers" I can also add customers with this dialog:

![Bildschirmfoto 2024-04-17 um 11.27.11.png](/t5/image/serverpage/image-id/318842iB373AA16F5DA35CE/image-size/large?v=v2&px=999 "Bildschirmfoto 2024-04-17 um 11.27.11.png")

And third, if I'm in the Group Administration on admin.atlassian.com I see a default group "jira-servicemanagement-customers-foobar".

I would expect customers to be visible in all of those three places as for my understanding it's the same user pool for customers, but they are each having different sets of users. But if I add users for example in the second screen above, I cannot see them in the "project settings -\> people" list.

And I if add existing users to the group "jira-servicemanagement-customers-foobar", they don't have permission to see the portal unless I add them in step 2.

So, what's the difference here between those 3 lists?

In addition I also have to add people manually to the group "confluence-users-foobar" to allow them viewing knowledge base articles.


Answers:
author: Marc - Devoteam
body: Hi [@Simon Sattes](/t5/user/viewprofilepage/user-id/5400240)

The first 2 options you are referring to are basically the same.

The difference is that the 1st option on the project in people, that you can select users that already have been registered in your Atlassian instance with their email address.

The 2nd option you can use any email address that you have to add customers, also when not already having been registered in your Atlassian instance with their email address.

The group you mention is created based on your Atlassian instance name, so your instance name is foobar, I have the same group, but with my instance name in place of foobar

comments: author: Simon Sattes
body: Hi Marc, thanks for your reply - so the difference between the first option and the second is now more clear to me.

But I still don't get the difference between adding them manually to the group "jira-servicemanagement-customers-foobar" and adding them as a customer in option 2. Like I said, just adding them to the group doesn't work for me in that case - they are not able to see the portal until I add them as a customer - or I was doing something wrong.

But maybe it's also slightly confusing to me as some users are already registered users in my atlassian instance and some need to be invited by email.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Assets - Adding an ad hoc (set of) attributes possible?
Asked by Paul Ceronio:

Hi all,

Is there a way to configure Jira Assets Object attributes to provide you with a repeated (set of) attributes in case you need to enter more than one of the same attributes with different values?

E.g., You have a contract covering 3 different cost types and related renewal periods. So you need three sets of fields to record the details. Another contract only covers 1 cost type and renewal period, so you only need one set of fields..

The database application we are currently migrating from has a function allowing you to add a set of attributes in this case, i.e.:

**SMA Contract**

Attribute set 1

Payment amount 1: $123.45  
Payment recurrence 1: Once-off  
Payment details 1: Royalties  
Renewal date 1: 01.01.20xx

Attribute set 2

Payment amount 2: $234.56  
Payment recurrence 2: Annually  
Payment details 2: Maintenance \& Support  
Renewal date 2: 01.01.20yy

"+" Button generating another set of attributes when clicked

*Attribute set n (if required)*

*Payment amount n: ___________
Payment recurrence n: _________*   
*Payment details n: ____________*   
*Renewal date n: ____________*

Thanks in advance!


Answers:
author: Vijay Dadi
body: [@Paul Ceronio](/t5/user/viewprofilepage/user-id/5389471)

I believe, the functionality which you are trying to achieve is not possible instead you can have a custom attribute created of type multi select drop down menu and point it to contract schema which I believe you have already created.

Hope this helps!

Regards,

Vijay

comments: author: Paul Ceronio
body: Thanks Vijay, my question was really about documenting attributes in the object creation/edit screen, but it confirms that I will just have to create multiple groups of attributes and number them through.

This is how I solved it for now:

![Screenshot 2024-04-18 081304.png](https://community.atlassian.com/t5/image/serverpage/image-id/319091iBB96EBB28326A586/image-size/large?v=v2&px=999 "Screenshot 2024-04-18 081304.png")

Pity, this is going to be tedious and irritate the Assets users. I will suggest the button as a feature. Obviously other providers have managed to implement something like this.


author: Paul Ceronio
body: Hi, here is the Link to my relevant feature suggestion.

Vote it up, y'all! ?

<https://jira.atlassian.com/browse/JSDSERVER-15256>


Tags: assets

attribute

data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Automation Edit Issue component advanced conditional logic
Asked by Ben Alderton:

Hello, my use case is to set a user from a single user picker as a request participant on the condition their email domain matches "xyz.com". I have tried different expressions and it seems the "if" block never passes. This it to check if the user is a portal-only customer (added with email address) or a service desk customer (generated from AD).

```
{
"fields": {
"request participants": [
{
"id": "{{#if(contains(issue.customfield_10274.emailaddress, "xyz.com"))}}{{issue.customfield_10274.emailaddress}}{{else}}{{issue.customfield_10274}}{{/}}"
}
]
}
}
```

I use an automation rule to add a user as a participant which works fine for service desk customers but not with portal-only customers as some seem to only have their email as their display name, and others have first name, surname, which would need to be parsed as user.emailaddress to be successful in adding them with "id" : value"" if I'm not mistaken, as they don't have an id.

Any advice would be greatly appreciated.


Answers:
author: Ben Alderton
body: I managed to solve this a while back. closing this in case someone else inexperienced like myself has a similar use case and issue. The issue was likely that I wasn't trimming the

I use the "Web Request" component to query users based on information extracted from the ticket "<https://jira.atlassian.net/rest/api/latest/user/search?query={{issue.summary.substringAfterLast>("-").trim().urlEncode}}", I then loop through the results using the "For Each" branching component "{{webResponse.body.first}}" creating nested variable "webResponseResult". I then create a second nested variable called "EmailorID" which has the conditional logic value of "{{if(webResponseResult.emailAddress.isEmpty,webResponseResult.accountId, webResponseResult.emailAddress)}}". This will return either an account id or email address, as some Atlassian accounts will have their preferences set to hide their account email address which affects the query results.

Then I use an "IF smart value" component to check if the web response result variable matches the queried name."{{webResponseResult.displayName}}" contains "{{issue.summary.substringAfterLast("-").trim()}}"

Finally I add the variable using the advanced edit with the following syntax.  
"{  
"update": {  
"Request participants": \[{  
"add": {"id": "{{EmailorID}}"}  
}\]  
}  
}"

I also used accountid instead of id for setting the user picker customfield, as it seems to impact the structure if it's an email for the user picker instead of id.

"{  
"fields": {  
"customfield_10189": \[{  
"accountId": "{{EmailorID}}"  
}\]  
}  
}"

Hope this might help someone else.


Tags: cloud

jira-service-management

jira-service-management-cloud
request type
Asked by Kamil Askerov:

Hi. In one project(JSM) when i create request type - there 4 field present Instructions description summary component. When I try to delete componet - there error - u cant delete this component. And I cant select some information in this component. Why is that and how I can resolve this problem? This project was migrated from jira server version. ![request.png](/t5/image/serverpage/image-id/318827i0035C8F766ED0292/image-size/large?v=v2&px=999 "request.png")


Answers:
author: Klaudia Sch?n_Deviniti_
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5450722) ,

First of all, please make sure that the Component field is not globally required in field configuration assigned to this project (**[here](https://support.atlassian.com/jira-cloud-administration/docs/specify-field-behavior/)** you may find a path to follow). If it's marked as mandatory, try to mark it as optional and check whether something changed.

In general, all the fields globally required are being automatically added to request type and there is not way to remove them.

I hope it helps :)

Kind regards,  
Klaudia

comments: author: Kamil Askerov
body: [@Klaudia Sch?n_Deviniti_](/t5/user/viewprofilepage/user-id/1229950) thank you for your answer. I will check it


author: Kamil Askerov
body: [@Klaudia Sch?n_Deviniti_](/t5/user/viewprofilepage/user-id/1229950) I make its optional but component still REQUIRED. But in other projects component field not required.![component.png](https://community.atlassian.com/t5/image/serverpage/image-id/318856i6F52FBB025A01857/image-size/large?v=v2&px=999 "component.png")


author: Klaudia Sch?n_Deviniti_
body: [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5450722) based on your screenshot, I can see that it's required, indeed:

![optional.png](https://community.atlassian.com/t5/image/serverpage/image-id/318857i3CC4974737273821/image-size/large?v=v2&px=999 "optional.png")

To mark this as optional, please click on "Optional" link to switch on this option


author: Kamil Askerov
body: [@Klaudia Sch?n_Deviniti_](/t5/user/viewprofilepage/user-id/1229950) I change its too. Now there blank but in request field again show component required.


author: Klaudia Sch?n_Deviniti_
body: If in the global configuration the Component is optional, please go to Request type settings and mark it as optional, too. Then, the field should be removable :)


author: Kamil Askerov
body: [@Klaudia Sch?n_Deviniti_](/t5/user/viewprofilepage/user-id/1229950) You cant remove this field when I try remove it


author: Kamil Askerov
body: [@Klaudia Sch?n_Deviniti_](/t5/user/viewprofilepage/user-id/1229950) I found. It was in other place. In that place where I make component optimal havent my project's name , therefore when change there not changed in my project.

Thank you very much for you help.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Portal Access
Asked by Adam Taylor:

Hello,

We have recently amended a customers permissions and giving them access to our Confluence system as a guest so they can only view a single space and make changes tothat space. That has worked however, they can no longer view tickets they are raised within the portal under their organisation. They currently have the following permissions:![Screenshot 2024-04-17 092859.png](https://community.atlassian.com/t5/image/serverpage/image-id/318817i3983BFD13D37D160/image-size/large?v=v2&px=999 "Screenshot 2024-04-17 092859.png")

But they are getting the below in the portal.

![Screenshot 2024-04-17 092956.png](https://community.atlassian.com/t5/image/serverpage/image-id/318818iC8A5AE23BC5CBF40/image-size/large?v=v2&px=999 "Screenshot 2024-04-17 092956.png")  

<br />

Am i missing a permission here?


Answers:
author: Trudy Claspill
body: Hello [@Adam Taylor](/t5/user/viewprofilepage/user-id/4971168)

Is there an error message displayed on the screen the customers are seeing? If so, the image you provided is incomplete.


Tags: cloud

jira-service-management

jira-service-management-cloud
Problem of creating a roadmap
Asked by ketevan burjanadze:

Hello,

I need your help  
I have Jira Data Center version 9.4.12  
Our company is quite big and we have many projects on Jira and in almost all projects (software and service desk projects) we actively use the roadmap - epic-story, task-subtask hierarchy is visible everywhere, except for one service desk project, which is one of the first created projects , here only epic and story appear on the roadmap - task and subtask are not visible at all. (We do everything as in the rest of the project, where the roadmap is correctly understood)  
Has anyone had such a case and what solution did you find?  
Or do you have any recommendations to fix this bug?  
Thanks in advance for your help


Answers:
author: Carla Ann Rowland
body: [@ketevan burjanadze](/t5/user/viewprofilepage/user-id/5477209) did you figure this out? For Roadmap how are you pulling in the projects is a filter or previous boards? The Epic-story for the Service desk project should not be an issue

comments: author: ketevan burjanadze
body: [@Carla Ann Rowland](/t5/user/viewprofilepage/user-id/4587548) I did, thank you very much for your attention


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

roadmap
JSM- agents
Asked by Violeta Teofilova:

In the JSM portal, if we have 2 projects - project 1 and project 2, are the agents counted separately for each of them or counted together? Thank you.


Answers:
author: Zoey Wang
body: Hi [@Violeta Teofilova](/t5/user/viewprofilepage/user-id/4087885)

The number of JSM agents counts towards the licenses of the product, rather than projects.


author: Klaudia Sch?n_Deviniti_
body: Hi [@Violeta Teofilova](/t5/user/viewprofilepage/user-id/4087885)

The JSM agents (as well as Jira users) are being summed up, no matter how many projects you have. Of course, if you have the same agent added to more than one project, it's still one Agent :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Sequence of independent if's in an automation
Asked by Gerben Heinen:

Hi all, i am looking for a way to execute multiple steps in an automation which involves if's statements but not if-elseif-else. In pseudo code:

```
when {issue created}:
  if value1 == x:
    assignee = y
  if value2 = z:
    priority = low
  send_email(t0_reporter)
```

I want all the code to be executed sequentially and not stop after the 1st if-statement.

I read about branching, but if I understand correctly, that seems to start multiple parallel execution pipelines.

Thanks in advance.


Answers:
author: Rilwan Ahmed
body: Hi [@Gerben Heinen](/t5/user/viewprofilepage/user-id/1160144) ,

You need to use branching. I am attaching a screenshot for your reference

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/318797i9B5CCDB1A2FC0BCD/image-size/large?v=v2&px=999 "image.png")

comments: author: Gerben Heinen
body: Thanks, so just to be sure: the actions in these branches are executed sequentially? Also if the For: statement is different between branches?


author: Rilwan Ahmed
body: Rule is executed one after the other. Whenever there is match, the rule is executed


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-work-management-cloud
Directory - Organizations Missing
Asked by Sonja Altmann:

Hi,

I've just set up a project (sharing settings from another project).

I need to add an organization, which I have been able to do via the "Customers" section in the directory, but I dont understand what setting I have wrong in my project.

I cant see "Organizations" in my list:

![Missing Organizing.png](/t5/image/serverpage/image-id/318759i0E4B63628BD8A150/image-size/large?v=v2&px=999 "Missing Organizing.png")

The project I copied has it in the list see the following:  
![DMP Service Project.png](/t5/image/serverpage/image-id/318760i9F51E3811090BD3F/image-size/large?v=v2&px=999 "DMP Service Project.png")


Answers:
author: Marc - Devoteam
body: Hi [@Sonja Altmann](/t5/user/viewprofilepage/user-id/4029560)

The only option I can provide you is to delete the project and re-create it, if the case is the same, contact Atlassian Support to have a look at your instance

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

comments: author: Sonja Altmann
body: Thanks I will try that


author: GuiF
body: Hi Guys!

Had the same problem, solved by going on configurations, and then activating "customer and organizations profiles"

Hope it helps!

comments: author: Daniel Reske
body: Path:

Project Settings =\> Features =\> Customer Service =\> Customer and organization profiles =\> switch on the button :)

![Screenshot 2024-07-02 150103.png](https://community.atlassian.com/t5/image/serverpage/image-id/333034i5FB12AD9C5A4BD16/image-size/large?v=v2&px=999 "Screenshot 2024-07-02 150103.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Is analysis of service requests using AI to create categories on the roadmap for development?
Asked by Duncan Gillespie:

As I understand it, categorising requests requires manual creation of categories and manual allocation of those categories to request.

I would think that with sufficiently detailed requests it would be a great use of AI to automatically tag requests with categories as a starting point for analysis, with manual intervention available if necessary (or even as suggested for requests the AI is unsure of the category).


Answers:
author: Marc - Devoteam
body: Hi [@Duncan Gillespie](/t5/user/viewprofilepage/user-id/5477687)

Welcome to the community.

This community is for Atlassian enthousiasts, to help people solve issues they encounter on usging Atlassian products.

This community does not have the insight on development with in Atlassian itself.

The roadmap of Atlassian can be found here: <https://www.atlassian.com/roadmap/cloud>

Check if there is any topic related to your question.

comments: author: Duncan Gillespie
body: Thanks Marc, much appreciated


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to register Jira software
Asked by ????????? ?????:

When I try to start using Jira Software, I click on "Get for free" or "Start trial", I go to the site registration page, enter the site name and an error appears. And I have no idea how to solve this problem because in order to ask a question in support need to specify the name of the site, but I haven't unregistered it yet.

![Screenshot_6.png](https://community.atlassian.com/t5/image/serverpage/image-id/318769iBFA91791749FD3F3/image-size/large?v=v2&px=999 "Screenshot_6.png")


Answers:
author: Trudy Claspill
body: Hello [@????????? ?????](/t5/user/viewprofilepage/user-id/5477747)

Welcome to the Atlassian community.

Are you attempting to register for the product from a system that would be using a Russian or Belarussian IP? Atlassian has stopped doing business with those locations as documented here:

<https://www.atlassian.com/blog/announcements/atlassian-stands-with-ukraine>


author: Valerie Knapp
body: Hi [@????????? ?????](/t5/user/viewprofilepage/user-id/5477747) , welcome to the Atlassian Community and thanks for your question.

Have you tried this yet with different browsers or with the in cognito option?

If this issue still occurs, please write us here and we can tag Atlassian Support into this question to help.

Cheers


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

jira-service-management

jira-software