youngmon/atlassian-qna huggingface dataset:
Best practice for custom fields unique to a project
Asked by Mick Szucs:

A question for the Atlassian admins here.

Our instance has a number of projects sharing a common set of screen schemes.

The owner of one project is requesting an additional field that should appear only on issues in their project.

It seems like there are two options available to achieve this:

1 - move the project to it's own set of screen schemes and add the unique custom field.

2 - configure the custom field with context settings that make it available only in the target project, and add it to all the relevant screen schemes.

Which approach is recommended?


Answers:
author: Scott Schellhardt
body: Hi Mick,  

Personally I would do option 1. In my case, I will typically have a discussion with the user about what problem the addition of a custom field is trying to solve for them, then I would see if there was a field already living in the instance that would provide the same or similar function, if there wasnt, I would create the field and do option 1. Typically, I would use the context option if multiple projects have the same field but require different value.   

Hope this helps !

comments: author: Mick Szucs
body: It does, thanks!


author: Laurie Sciutti
body: [@Mick Szucs](/t5/user/viewprofilepage/user-id/4601843) \~ I would go with option 2. Limiting the availability of a custom field to only the projects that will actually use it is preferred - custom fields with global contexts have a significant impact on system performance. Ref: <https://confluence.atlassian.com/adminjiraserver0912/configuring-custom-field-contexts-1346047394.html>

This also eliminates the need to manage additional schemes. Definitely more efficient.

comments: author: Mick Szucs
body: Thanks for the suggestion.

The note regarding the performance impact of custom fields with global contexts appears in the Jira Server documentation.

I can't find any comparable warning for the Jira Cloud documentation (though it stands to reason that there would at least be client-side impact.)

I am attracted to this approach for ease of implementation. The other approach is more work, but produces a "more deterministic" outcome - it's easier to see the exceptions on a per-project basis when they're captured as screen schemes.


author: Laurie Sciutti
body: [@Mick Szucs](/t5/user/viewprofilepage/user-id/4601843) \~ true, however....as your system grows it becomes much more difficult to manage multiple screen schemes. Also, here is the documentation link for Cloud: <https://support.atlassian.com/jira-cloud-administration/docs/configure-custom-field-context/>


Tags: cloud

jira-service-management

jira-service-management-cloud
'Select All' option from 'Status' drop down of the JIRA Client service management portal
Asked by Deepthi_Kotha:

Our customers who raise the bugs/support issues for us have been complaining about the 'Select All' option that is not available from the Status drop down as highlighted below.

Please can you guide me in the right direction to get this resolved for our customers.

![JIRA.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/336692iB1E8B3A105A72844/image-size/large?v=v2&px=999 "JIRA.PNG")


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Deepthi_Kotha](/t5/user/viewprofilepage/user-id/5545085) and welcome to the community,

You can't select all statuses. There isn't such an option to my knowledge. Your customer can choose between open and close requests. Close requests need to have a resolution. Otherwise they will appear on open.

comments: Scott Schellhardt

author: Scott Schellhardt
body: Hi [@Deepthi_Kotha](https://community.atlassian.com/t5/user/viewprofilepage/user-id/5545085)   

Like [@Alex Koxaras _Relational_](https://community.atlassian.com/t5/user/viewprofilepage/user-id/4150197) mentioned, you cant select all statuses per se. You would just leave the Status attribute blank and filter off of another attribute in the tickets you would like to define. For instance, in your case, I would use the "Resolution is EMPTY" JQL to achieve what you are looking to find


Tags: cloud

jira-service-management

jira-service-management-cloud
Authentication from external applications
Asked by Nagashankar:

We have a internal application which is already configured with multiple SSOs from customers who login to the application and already authorised

We want an ability for the users to raise Jira service management tickets through Portal for all the already authenticated users from that App without having them to create account again on Jira Portal and without having to authenticate again

Can you kindly let us know if this is possible and if yes how do we achieve this


Answers:
author: Andy Heinzer
body: Hi [@Nagashankar](/t5/user/viewprofilepage/user-id/5547912)

If I understand the problem here, you are looking to somehow leverage the authentication from your app into Jira Service Management (JSM) customer users so that they don't have to authenticate yet again when creating a support request. The problem with that from Jira's side is that these users are not authenticated yet. I understand that they might be authenticated within your SSO or your app's perspective. But from Atlassian's Cloud site, those accounts haven't been created or authenticated yet.

Option 1

If you had [Atlassian Guard](https://support.atlassian.com/security-and-access-policies/docs/understand-atlassian-guard/), it would be possible to allow [portal only customers to authenticate using an SSO solution](https://support.atlassian.com/security-and-access-policies/docs/configure-saml-single-sign-on-for-portal-only-customers/). However it sounds like these users might be coming from one of multiple SSOs, in which case this approach might not work for more than one SSO configuration.

This approach also requires that these users have an account on the site before they can create a support request.

Option 2

You could look into using the [JSM Widget embedded into a web page](https://support.atlassian.com/jira-service-management-cloud/docs/embed-a-widget-onto-a-web-page/). This widget provides a form in which users are not always required to authenticate or even have an account, but they could still create JSM requests. This does require the portal settings to be open though, and in turn if you allow anonymous requests, you don't have a clear way to track which user created them. But this could provide a way to create JSM requests without needing a user to authenticate or even have an account within JSM.

Option 3

You could create an integration between your app and your Jira Cloud site. That app could leverage our [OAuth 2.0 (3LO) apps](https://developer.atlassian.com/cloud/jira/platform/oauth-2-3lo-apps/) means of authentication. The end users would still have to have an account in JSM and authenticate, but it might help to facilitate the creation of requests by those users. This approach is more complex because you would have to build this integration, and install it to your Cloud site as an app.

I hope this helps.

Andy

comments: author: Nagashankar
body: Thank you Andy, we are trying out the option of using the API from SSO, will keep you informed if that works OR if I need more help


Tags: cloud

jira-service-management

jira-service-management-cloud
I'm getting an error message: "You don't have permission to access this service/project." Could you
Asked by Rahul Shinde:

I have created a Service project and set our Own Domain email, But if anyone is trying to send email from our domain, I'm getting an error message: "You don't have permission to access this service/project." Could you please help resolve this issue?


Answers:
author: Nikola Perisic
body: Hello [@Rahul Shinde](/t5/user/viewprofilepage/user-id/5547242) do you get this message when you are trying to access the project. If yes, the permissions of the project need to be adjusted.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I check Assets permissions(scheme, object type) by groovy script?
Asked by Aleksandr Derugo:

Hi, I would like to set up a validator in the issue workflow. Maybe someone knows how to check user permissions to create/edit an Assets object by groovy script? I couldn\`t find any methods in the HAPI or Assets plugin API.


Answers:
author: Aleksandr Derugo
body: I was wrong :) Assets Plugin API has a class [InsightPermissionFacadeImpl](https://docs.atlassian.com/assets/10.12.0/com/riadalabs/jira/plugins/insight/channel/external/api/facade/impl/InsightPermissionFacadeImpl.html) and this class contains method hasInsightPermission(com.atlassian.jira.user.ApplicationUser user, int permission, Integer id).  
Maybe this information will be helpful to someone because I spent time to understand what it is :)  
"int permission" is permission type from db table AO_8542F1_IFJ_ROLE  
"Integer id" is schema/object type id


Tags: assets

data-center

jira-service-management

jira-service-management-data-center
How to unlock a Custom Field?
Asked by Helly Shah:

Can you please help me with the Custom Field as it is locked and I need to unlock it, it is a Mandatory field for my use so I need it asap.


Answers:
author: Cristian IONESCU
body: Hi Helly,

Hope you are doing well.

First, please note that "Request Participants" is available only in Service Management projects, not in Software projects. If you are experiencing this issue in a Service Management project, please try the following:

1. Add the "Request Participants" field to the screens associated with your Customer Request Types, especially the Edit Issue screens.

This should resolve the problem.

Hope this helps!


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

In reality the locked fields are system fields more than they are custom fields. And they are locked for a reason. Which field is it? And what are you trying to do?

comments: author: Helly Shah
body: Hi John,   
The field name is "Request Participants", It is available in other projects and issue type, it is just locked in one specific one.


author: John Funk
body: This is a Jira service management system field. If that field appears and other places, it might be that someone created it with the same name. Again, what is it true or trying to do with this field?


author: Hans Polder
body: [@Helly Shah](/t5/user/viewprofilepage/user-id/5547873) ,

Can you share a screenshot of your custom field configuration? Which field are we talking about?

Generally, locked fields are system default or fields added by specific plugins, and are not editable for a reason.

So, can you also share a bit more information about why you want to change it, and how?

comments: author: Helly Shah
body: The field name is "Request Participants", It is available in other projects and issue type, it is just locked in one specific one.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to AUTH customer?
Asked by Bohdan Maik:

Hello. I have platform from which my users can start online-chat with operator.  
When they do it - i create request in my Jira SD project and then operator can send them messages (webhook is setted for it). But when i want to send reply from customer to operator (create new comment in request by customer) - i can't. Is there way to create comment by customer (author of issue) with jira sd rest api?


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Bohdan Maik](/t5/user/viewprofilepage/user-id/5547729) and welcome!

Have you try this endpoint?

```
/rest/servicedeskapi/request/{issueIdOrKey}/comment
```

<https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-issueidorkey-comment-post>

comments: author: Bohdan Maik
body: Hi, yes with basic auth (with api token that i generate as admin). But in that way all coments are from "admin", not from customer email.


author: Alex Koxaras _Relational_
body: Do you set the "author" as you customer?


author: Bohdan Maik
body: Where? i dont see this field in docs for create comment![??????????_2024-07-19_154445344.png](https://community.atlassian.com/t5/image/serverpage/image-id/336699i1226DBB5285DA900/image-size/large?v=v2&px=999 "??????????_2024-07-19_154445344.png")


author: Bohdan Maik
body: No, i dont see this field in docs


author: Bohdan Maik
body: Maybe you have example how to author for comment?


author: Alex Koxaras _Relational_
body: You are right! It seems you can't <https://jira.atlassian.com/browse/JRACLOUD-35124>

But there is a workaround (kinda) here: <https://community.developer.atlassian.com/t/raise-comment-on-behalf-of-customer-via-api/28342/2>


Tags: api

cloud

jira-service-management

jira-service-management-cloud
Use Additional fields of Organization in JQL Query
Asked by Prem Kumar S:

Hi, I added additional fields to Organizations in JSM. I am trying to use these additional fields in JQL for searching. This is does not seem to work. Is there a way i can use the additional fields to filter issues using JQL.


Answers:
author: Vitaly_Berezovsky_SaaSJet
body: Hi [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973)   

Unfortunately, JQL doesn't support searching directly on custom fields added to organizations in Jira Service Management. You can use automation rules to copy these custom field values to issue fields, which can then be searched using JQL. Alternatively, consider using a plugin like ScriptRunner to extend JQL capabilities.


author: Alex Koxaras _Relational_
body: Hi [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973)

You can use e.g. customerDetail() and organizationDetail() in JQL. Please refer to this documentation <https://support.atlassian.com/jira-service-management-cloud/docs/jql-functions/> for more info  


Tags: cloud

jira-service-management

jira-service-management-cloud

jql

organization
Customer cannot log-in to customer portal due to SSO conflict
Asked by Mieszko Poczta:

One of my customers is unable to log in to our Customer portal.  

The customer also uses his Atlassian services with the same email.  
User group access in our instance:  
**jira-servicemanagement-customers-**

Customers Description:  
"I am redirected to our SSO provider (Opening your SSO provider...) and end up back in private Atlassian or at your company login again. What could be the reason for this? I have already deleted cookies and tested a different browser and Chrome in incognito modus."  

No other customers were affected.  

I suspect some issue with SSO and the account switch from his instance to our JSD.  

Any idea how to solve it?  

Thanks


Answers:
author: Nadhila Savira
body: Hi Mieszko,

There are many things we'd like to look into before we could give you an advice for the issue you are facing. For this reason, I have created a support ticket on your behalf so our team can look into it further. You will receive an email about it shortly.


Tags: cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Is it possible to change the workflow by updating the options of a Custom field?
Asked by Dinonath Khan:

Hey There,![Screenshot from 2024-07-19 13-00-36.png](https://community.atlassian.com/t5/image/serverpage/image-id/336649i7A0D2210DFAB1083/image-size/large?v=v2&px=999 "Screenshot from 2024-07-19 13-00-36.png")

<br />

Can anyone please confirm if it is possible to change the workflow through automation without altering the issue type and request type? Specifically, I have a custom field called "Tier," and I need the workflow to change based on the selected option in the "Tier" dropdown. For example, if "Tier 1" is selected, the workflow should switch to the Adops Workflow, and if "Tier 2" is selected, it should switch to the Finops Workflow(Workflow name). Any guidance on achieving this would be appreciated.


Answers:
author: Nikola Perisic
body: Hello [@Dinonath Khan](/t5/user/viewprofilepage/user-id/5487871)

Sadly, there isn't a way in an automation rule to change from workflow to workflow. I'd suggest creating a separate board with a different workflows and mapped columns.


author: Adolfo Casari
body: [@Dinonath Khan](/t5/user/viewprofilepage/user-id/5487871)You should have a single workflow to handle all your "Revision Order Request" process depending on the Tier value.

Then have a rule that triggers when Tier changes and in the action define the transition based on the Tier value (whith If-Else).

If the consolidated workflow gets too large, you shoud have different issue types depending on the tier.

Hope it helps,


Tags: cloud

jira-service-management

jira-service-management-cloud
how to configure the outgoing mail server in JSM
Asked by RAJAT SAMSERIYA:

Hi Team,

How do I configure the outgoing mail in JSM? I cannot see any screen visible in the settings system, and the outgoing mail option is not showing. Please let me know how to set up the outgoing mail so I can implement this. If anyone has proper documentation, please send it to me or connect with me for help.

Is there any support person available for this kind of issue? If yes, please send me the contact details.


Answers:
author: Alex Koxaras _Relational_
body: Hi [@RAJAT SAMSERIYA](/t5/user/viewprofilepage/user-id/5547657) and welcome to the community!

Please follow these instructions <https://support.atlassian.com/jira-service-management-cloud/docs/send-notification-emails-from-your-own-domain-in-next-gen/>


Tags: cloud

jira-service-management

jira-service-management-cloud
how to enable webhooks on jira to send out messages
Asked by Cebolenkosi Mathobela:

i am not able to send out reply to whatsApp number that created a ticket


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Cebolenkosi Mathobela](/t5/user/viewprofilepage/user-id/5547646) and welcome,

Use these instructions to add a webhook <https://support.atlassian.com/jira-cloud-administration/docs/manage-webhooks/>


Tags: cloud

jira-service-management

jira-service-management-cloud
About PC Management
Asked by ?? ??:

Jira Service Management is capable of asset management. If a vulnerability is found on a PC, can it be automatically applied to the PC?


Answers:
author: Fabian Lim
body: Hi [@?????](/t5/user/viewprofilepage/user-id/5546678)

Welcome to the community!

Out of the box JSM does not provide this functionality. You will have to integrate with a third party tool like Nexthink that can push the software update.

JSM and Assets can track the PCs that are affected and create a ticket that tracks all affected PCs, then you can use automation with a REST API call or a plugin that will propagate the updates to the PCs and then update the ticket when all of them up remediated.

I hope this answers your question.

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
Workflow is different opened by new/old editor
Asked by HanQiao:

Hi Team  

I encountered an issue?  

Opening the same workflow with both the new and old editors reveals that the displayed results are inconsistent.  

Is this a bug?

If I switch to the old editor to open the workflow, a path is missing.  
Does this mean that the workflow applied to the project corresponds to this incorrect workflow in the old version?

Thanks


Answers:
author: Avery
body: I think the workflow isn't fully compatible with the old version.


Tags: cloud

jira-service-management

jira-service-management-cloud
Quitar opcion AI de filtros
Asked by Daniel Vega Castro:

![Screenshot_6.png](/t5/image/serverpage/image-id/336543iC501421229C9EFC3/image-size/large?v=v2&px=999 "Screenshot_6.png")

Buena tarde, Quisiera pedir de su ayuda para que me puedan indicar como puedo desactivar la opcion de "AI" en la seccion de filtros, adjunto una imagen de la opcion que requiero quitar:


Answers:
author: Ollie Guan
body: Hi [@Daniel Vega Castro](/t5/user/viewprofilepage/user-id/5485425) ,

Organization admins can manage Atlassian Intelligence preferences from **Settings \> Atlassian Intelligence** in Atlassian Administration.

<https://support.atlassian.com/organization-administration/docs/activate-atlassian-intelligence-for-products/>

Right now, you cannot disable certain AI features or disable them for certain users.

<https://jira.atlassian.com/browse/AI-119>

<https://jira.atlassian.com/browse/AI-930>


Tags: cloud

jira-service-management

jira-service-management-cloud
Resolution selection by automation
Asked by Olivia Medina:

Hi guys,

I have a Closed status that I want reporters or assignees to be able to select the Resolution once the status is transitioned to Closed status. I don't want to have it by default as Done or Closed using post-functions. In this case, I want to give them the ability to select if the issue is closed due to Duplication, Won't do, Can't Reproduce, or any other Resolution value available on the list when the issue transitioned to Closed. Should I go for the automation? If so, any idea how to do it?

I use a premium plan as an org admin so I'm able to create global rules if needed.

Thank you!


Answers:
author: Joseph Chung Yin
body: [@Olivia Medina](/t5/user/viewprofilepage/user-id/5353342) -

What you need to do is customize your WF's transition to the terminal status (i.e. Closed) to use a pop-up screen that contains the Resolution field. You may also need to add a Validator to make the field mandatory, if the transition pop-up is not enforcing it (by default - it will always set the field mandatory against the transition to the terminal status). Once you have that completed, you want to delete the default post-function call which set the resolution field value.

I typically don't give the option for reporter the ability to move the issue into a terminal status.

Hope this also helps.

Best, Joseph Chung Yin


author: Mikael Sandberg
body: You can allow the user to select the resolution by creating a screen with the resolution field on it and then associate that screen with the transition to the Closed status. By doing so the resolution field will be required to be filled out before the issues is transitioned. If you look at the default Service Request Fulfilment workflow for Jira Service Management you will see how the resolution field is associated with the Resolve this issue transition.

![Screenshot 2024-07-18 at 1.33.18?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/336510i5251A3A28184F248/image-size/large?v=v2&px=999 "Screenshot 2024-07-18 at 1.33.18?PM.png")


author: Olivia Medina
body: Hi, [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) and [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) thank you for these approaches, both helped me to solve it for my WF. In my case, I created a screen for the Resolution. I also added a rule on the transition so that when the reviewer, the assignee, or even the reporter needs to close a story the pop-up will appear to set the resolution before the transition can be completed.

Thank you again for taking the time to answer my question.

Live long and prosper :)


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software