youngmon/atlassian-qna huggingface dataset:
Your email addresses don't match You're signed into Teams with a different email address than you've
Asked by Oriade Adefioye:

### Your email addresses don't match {#toc-hId-2092092950}

You're signed into Teams with a different email address than you've signed into this site with. Make sure the email addresses you use for this site and Teams match, then try again.

All efforts to integrate Jira with Teams has failed with this error!!

This is quite chaotic an experience!!


Answers:
author: RMahajan
body: Hi [@Oriade Adefioye](/t5/user/viewprofilepage/user-id/5421128) ,

Please attempt the following steps.  
1\] Ensure Email Consistency:  
Please ensure that the email address associated with your Jira account matches the email address you use for signing into Microsoft Teams. It is important to check both accounts for consistency.  
2\] Update Email Address in Jira:  
If necessary, you can update the email address associated with your Jira account to match the one you use for Microsoft Teams. Usually, this can be done by accessing your account information in your Jira profile settings.  
3\] Single Sign-On (SSO) Considerations:  
In case your organization uses Single Sign-On (SSO), it is crucial to ensure that the SSO configuration is set up correctly and aligns with the email address used for Microsoft Teams.  
4\] Clear Browser Cache:  
To remove any outdated or conflicting information, we recommend clearing your browser cache and cookies.  
5\] Reconnect Microsoft Teams Integration:  
If your Jira instance is integrated with Microsoft Teams, it might be helpful to consider reconnecting the integration. You can do this by disconnecting the existing integration and setting it up again while ensuring that you use the correct email address.  
6\] Check Microsoft Teams Settings:  
Within Microsoft Teams, please verify your account settings to make sure that the email address associated with your Teams account is accurate.  
7\] Verify Permissions:  
It's essential to confirm that you have all necessary permissions in both Jira and Microsoft Teams in order to access and integrate them successfully.  
8\] Contact Jira and Microsoft Support:  
Should these steps not resolve the issue, or if further assistance is needed, we recommend reaching out to Atlassian (Jira) support as well as contacting Microsoft support. They will be able to provide additional guidance.  
Hope it will help!  
Regards,  
RMahajan


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add new labels to automations
Asked by Ginger Lovvorn:

ok.. it took me forever to find current documentation that worked annnnnd I lost it.  

How do I add a new label that can be used in automations?  

<https://confluence.atlassian.com/automationkb/organize-your-rules-with-labels-1130727576.html>  

doesn't work for me- I have no 'Add label' or even that view on the side screen. I can edit labels all day long but I need new ones..  

Anyone know how to get this done?  

<br />

<br />


Answers:
author: Kseniia Trushnikova
body: Hey [@Ginger Lovvorn](/t5/user/viewprofilepage/user-id/5126765),

Just try hovering your mouse over the rule (in the Labels column), there will be the Add labels button:

![Screen-Recording-2024-02-02-at-17.39.21.gif](https://community.atlassian.com/t5/image/serverpage/image-id/304075iA748EEC9013C9E01/image-size/large?v=v2&px=999 "Screen-Recording-2024-02-02-at-17.39.21.gif")


author: Laurie Sciutti
body: Hi [@Ginger Lovvorn](/t5/user/viewprofilepage/user-id/5126765) \~ just start typing a new label...you should see the "Create" option...

![Snag_d2c5a72.png](https://community.atlassian.com/t5/image/serverpage/image-id/304388i4E8D45514F15CA95/image-size/large?v=v2&px=999 "Snag_d2c5a72.png")


author: Ginger Lovvorn
body: I just tried a browser other than Chrome and it let me type in there to create labels. I never get the option "add labels" like it says in the documentation or your screen. But TY that put me on a different testing path that worked.  

<br />

comments: author: Kseniia Trushnikova
body: [@Ginger Lovvorn](/t5/user/viewprofilepage/user-id/5126765), glad to hear that! I can add labels in Chrome, though...

Yeah, I couldn't find any updated label documentation either.


author: Ginger Lovvorn
body: Ty for that but I can add already created labels to automations. I need to create new labels and do not have any option for it anywhere that I can see..   

The 'edit labels' on the right only lets me edit already created labels.  

<br />

<br />

![screen1.png](https://community.atlassian.com/t5/image/serverpage/image-id/304080i365F77562F7232CF/image-size/large?v=v2&px=999 "screen1.png")  

<br />


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Can an external user send a request via email to my project without me inviting him to the project?
Asked by Nimalen:

Actually, external users (clients) through different domains cannot create request through email on my project even though my project is public and open.

Should I create the external users manually one by one on the "Client" tab before they can create request through email or is there other solutions?

See below error msg in my journal log:

![Screenshot_1.JPG](/t5/image/serverpage/image-id/304060iE24345994089884E/image-size/large?v=v2&px=999 "Screenshot_1.JPG")

Many thanks for your help...


Answers:
author: Rudy Holtkamp
body: Hi [@Nimalen](/t5/user/viewprofilepage/user-id/5421104) and welcome to the community,

Did you take a look at the general settings?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/304065i18CF7BD4109C49FB/image-size/large?v=v2&px=999 "image.png")

comments: author: Nimalen
body: Yes, I did those settings also :-(

But the question is, "Can they send request via email even though I haven't created them in my project on the client side?" or it's mandatory to create them first?


Tags: cloud

jira-service-management

jira-service-management-cloud
Looking to export all tickets data to excel
Asked by Atkins, Carol:

I am trying to export all ticket history to excel. I've used a basic jql search "created \<= now() ORDER BY created ASC" and seem to only get 1001 tickets no matter what search criteria I use. Appreciate any help you can offer, thank you!


Answers:
author: Rudy Holtkamp
body: Hi [@Atkins, Carol](/t5/user/viewprofilepage/user-id/5191411) ,

I would like to suggest you use [this Excel add-on](https://marketplace.atlassian.com/apps/1221301/jira-cloud-for-excel-official?hosting=cloud&tab=overview) created by Atlassian and it is free.

You can get 5000 rows at once and it is very easy to use.

If you have more than 5000 issues, you need to break your query up into smaller fragments   
E.g. only export a subset of projects, and in the next query another subset or first only export tasks, then stories, etc.

Good luck!

comments: author: Atkins, Carol
body: Thank you Rudy!


Tags: cloud

jira-service-management

jira-service-management-cloud
Link epic to an issue in an automation
Asked by Santino Lucca Castrataro:

Hi! I need to link all issues that get into my automation to an specific epic. I have the key of that epic. How can I link the issue with the parent in an automation?

Thanks!


Answers:
author: Trudy Claspill
body: Hello [@Santino Lucca Castrataro](/t5/user/viewprofilepage/user-id/5384791)

Are you trying to create a generic link between the issue and the Epic? Or are you trying to make the issue a Child of the Epic?

Are you working with issues and Epics in Company Managed projects or Team Managed projects?

Are the issues and Epics in the same project?

If you want to make the issue a Child of an Epic using the Edit Issue action and select the Parent field. If you have the issue key for the Epic you can simply type that into the field to set the value.

![Screenshot 2024-02-02 at 1.30.11 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/304114i438DD4A8E2790476/image-size/large?v=v2&px=999 "Screenshot 2024-02-02 at 1.30.11 PM.png")

![Screenshot 2024-02-02 at 1.30.49 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/304113i2BF88018A97B1994/image-size/large?v=v2&px=999 "Screenshot 2024-02-02 at 1.30.49 PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-work-management
Remove list of forms from Contact Us About page on Customer Portal
Asked by TimROC:

Prior to launching our customer portal for JSM, we've received user feedback that the portal page "has too much text" and "looks busy". We would like to remove the listing of all forms under the groups in the portal.

For example, on the attached photo, we would want Most Common Request only to show and hide the list of forms under it (Mainframe Scheduling Request, Password Resets, etc.) All of these forms show on the next screen when the user clicks on the group.

We are willing to look into add-ons as well to resolve this. Thank you.![Screenshot 2024-02-02 102904.jpg](/t5/image/serverpage/image-id/304053i68F0BEFA38E2DE68/image-size/large?v=v2&px=999 "Screenshot 2024-02-02 102904.jpg")


Answers:
author: Marc - Devoteam
body: Hi [@TimROC](/t5/user/viewprofilepage/user-id/5208732)

This can't be removed.

You could look into app from the marketplace in relation to look and feel, like Refined.


Tags: cloud

jira-service-management

jira-service-management-cloud
Single sign-on portal only customers
Asked by Stefan Voogt:

Hij I've setup single sign-on for portal only customers.  
This seems to be working except I run into the following.  
It looks like I keep getting the following screens.![e-mail-portal.png](/t5/image/serverpage/image-id/304036iC282E1CFC3EDC2F5/image-size/large?v=v2&px=999 "e-mail-portal.png")![go-to-SSO.png](/t5/image/serverpage/image-id/304035i9EC4E428A4A3A5BE/image-size/large?v=v2&px=999 "go-to-SSO.png")

When logging in for the first time, I can accept that.  
After that I think my (external) users need to go directly to the portal and not having to see the second screen again.

Is this normal behaviour or am i missing something?


Answers:
author: Joseph Chung Yin
body: [@Stefan Voogt](/t5/user/viewprofilepage/user-id/5308897) -

Based on my experience and knowledge, it is the expected behavior as when customers sign-in into your portal, his/her session may be time-out. As the site admin, you can configure your site's **authentication policies.**

Take a look at the following reference page to verify what is the settings for your site - <https://support.atlassian.com/security-and-access-policies/docs/update-idle-session-duration/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to call on another service to manage a request
Asked by M?lanie Liguet:

Hi,

I need your suggestions because I can't find a solution.

We are trying to implement JSM for our company's IT support.

Sometimes, the IT team needs to call on another service to manage a request.

<br />

the IT team is the only one to have access to the JSM project for reasons of confidentiality.

<br />

For the moment I have created an "escalation" status, on which you can select a team in a transition screen. This team is notified by email.  
but then the team should only see the ticket they are needed for.  
This is what I can't do. any suggestions are welcome

regards,


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@M?lanie Liguet](/t5/user/viewprofilepage/user-id/4533707)

You could use Issue Level Security. If you have a lot of Service Teams that is a pain to manage and debug though.

Do the Service Teams have their own Jira projects at the moment?

You could create Automation rules that create issues in the Service Teams' Jira projects (depending on the Team field) and possibly sync the new issue and the JSM request. You can sync comments and status back and forth, but that requires multiple rules.

If they can work on the issue in their own project, visibility and permissions is managed in their own project rather than the JSM project.


author: erik lebel _PromptService_
body: hi,

you may be able to leverage the "Issue security permissions" as described [here.](https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-permissions/)


author: M?lanie Liguet
body: Thank you for your answers. it works very well with "Issue security permissions" .  

no possibility to allow the escalation team to change the status?  

now, I have created an "escalation" status, on which you can select a team in a transition screen. the escalation team only sees these tickets with "Issue security permissions".

The escalation team are not agents, just customer with jira software licence.

Regards,

comments: author: Rebekka Heilmann _viadee_
body: Only JSM Agents can transition and edit issues. Jira Software Users can View and Comment internally - nothing else.


author: M?lanie Liguet
body: Thank you for your answers,

I'm going to take a closer look at Issue Level Security.

Currently, the teams to whom we can delegate have Jira software projects. I could therefore do an automation which creates tickets in a project depending on the team.

regards


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue count per asset
Asked by Diet Bos:

Good Afternoon Community!

Tricky question here:

I want to create an overview in project A that shows me the number of OPEN issues per Asset object in project B

Thought behind this :

Project A is our regular project for our customers to ask questions etc etc about our product.

In project B we want to bulk create issues on assets in case we roll out a campaign/recall on the asset. Now an Asset can be part of multiple campaigns or recalls.

In order to provide the best possible customer support we think it would be great if we can list or show the outstanding campaign's or recalls the asset still has inside a custom field for the agent to work with, or even better on the expanded assets view as an attribute.

Is there anybody who thinks that can point me in the right direction?

Regards

Diet


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Diet Bos](/t5/user/viewprofilepage/user-id/5111493)

if you're open to solutions from the Atlassian Marketplace, I think you may like the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2596929).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including any asset fields - much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

With these, you can build a view like this in just a couple of clicks (*Inventory* is an assets field):

![asset-grouping.gif](https://community.atlassian.com/t5/image/serverpage/image-id/304019iAA466331AB5C59A9/image-size/large?v=v2&px=999 "asset-grouping.gif")

What I'm doing here is to simply group by *Inventory*, which gives me the (number of) issues per asset, as well as any other sum-ups I may want to calculate. You can use assets across all other JXL features, too.

Any questions just let me know,

Best,

Hannes


Tags: asset-management

assets

cloud

issue

jira-service-management

jira-service-management-cloud
Multiple Time Estimate Fields
Asked by Victoria Brewster:

Running a software project and I want Front End and Platform time estimates to be separate on each ticket.   

Ideally I want this to work like the Original Estimate field and also show individual Time Tracking for both FE and Platform against those estimates.  

I think there might be a way to do this via custom fields but I'm not sure exactly what I need to do or if it's actually possible?


Answers:
author: Yuliia Hushcha _Reliex_
body: Hi [@Victoria Brewster](/t5/user/viewprofilepage/user-id/5411582)

Do you use any add-ons for Jira?

You can add work log categories in [ActivityTimeline](https://marketplace.atlassian.com/apps/1220860?hosting=cloud&tab=overview&utm_campaign=at_website&utm_medium=referral&utm_source=website_trial) and see in the reports how much time was logged for Front End and Platform.

You will enjoy the as well our intuitive drag-and-drop feature, while holding the 'Shift' button, effortlessly splits tasks among assignees.

![Multiple Assignees for a Single Task](https://assets-global.website-files.com/60b67fe41fdcf019c5266a3a/65450216a0a39011765d50eb_Multiple%20Assignees%20for%20a%20Single%20Task.png)

Should you have additional inquiries, feel free to contact us. We would be delighted to provide you with a [free demo session](https://activitytimeline.com/schedule-demo) if you find it valuable.


author: Marc - Devoteam
body: Hi [@Victoria Brewster](/t5/user/viewprofilepage/user-id/5411582)

Welcome to the community

You can create sub-tasks for frontend, backend, design and assign them separate time estimates. Time estimates roll up to the parent (story/task/bug).

With custom fields this might be possible, but you would also need to create automations for any changes on logged time (subtract to show remaining time), changing the original estimate, etc...

Also this will not be taken into account into the default Jira reporting on a project.

comments: author: Jack Brickey
body: Also consider using Components for your SW subsystems. I prefer this as I can more easily report on the subsystems.


Tags: cloud

jira-service-management

jira-service-management-cloud
No Emails are beeing send to the costumers when I comment or change the status of a ticket
Asked by Waseem Haddad:

Hallo Community,

No Emails are beeing sind to the costumers when I comment or change the status of a ticket.

I didn't change any settings or anything.

**PLEASE HELP**


Answers:
author: Marc - Devoteam
body: Hi [@Waseem Haddad](/t5/user/viewprofilepage/user-id/5408383)

Is the global setting on outgoing email enabled?

To view this Jira admin permissions are required

comments: author: Marc - Devoteam
body: Hi [@Waseem Haddad](/t5/user/viewprofilepage/user-id/5408383)

I just read you reply.

I suggest to raise an issue at [Atlassian Support](https://support.atlassian.com/contact/#), and have them check your instance. It might be an issue on the backend


author: Waseem Haddad
body: I did check that and it is enabled


author: Waseem Haddad
body: I will thanks


author: Mayuresh Kamble
body: Hi [@Waseem Haddad](/t5/user/viewprofilepage/user-id/5408383) ,

Please check if

1. Customer Notifications are enabled **Go to `Project Settings > Customer notifications`**

2. Navigate to **`Jira Settings > System > Outgoing Mail`** ` and check if it is enabled.`

`3.`Navigate to **Project Settings > Notifications**` and verify if reporter is included in all the events.`

If all the above checks are in place then please raise a [support request](https://support.atlassian.com/) to Atlassian to resolve this issue

Regards,  
Mayuresh

comments: author: Waseem Haddad
body: 1-Costumer notificatios are ok.

2- I have checked and it is enabled

3- it is included.

I am lost here I have checked everything you talked about


author: Waseem Haddad
body: Any help ???


Tags: cloud

jira-service-management

jira-service-management-cloud
Possible to make a SLA Breach Screen
Asked by Santhosh Raj:

Hi Team,  

We have a new requirement for progressing it in Dashboard.  

Is it possible to make a Screen if the SLA breaches based on priority and and the Status wise. ?  
So if the SLA breaches, is there any way to make a screen pop-up in Jira board. So we can make it show it in the dashboard or is there any other ways for showing the SLA breaches in Dashboard with any comments ?   
or is there any automation rules ?


Answers:
author: Danut M _StonikByte_
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233),

There is an easy way to do this by using the gadgets offered by our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20stonikbyte%20agile) app.

**WIP Aging Chart gadget -** you can use this gadget to see ++those unresolved (active) issues that already breached their SLA++ . All you have to to do is to configure the gadget to use a board or filter with the issues and set a threshold that represents your SLA. The issues that breached the SLA will be shown in red-color, above the threshold line. ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/304160i04D466207729FC6D/image-size/large?v=v2&px=999 "image.png")**Control Chart gadget -** you can use this gadget to see ++those resolved issues that breached their SLA++. All you have to to do is to configure the gadget to use a board or filter with the issues and set a threshold that represents your SLA. The issues that breached the SLA will be shown in red-color, above the threshold line.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/304162iC382C43252316066/image-size/large?v=v2&px=999 "image.png")

See also <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

If you have questions and adjustments for accommodating your use case, please contact support@stonikbyte.com.

Danut


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

No, screens are only on issue creation, editing, viewing or used in workflow transitions.

You can create a filter and use this in a dashboard within a filter gadget.

JQL: \<name-of-your-sla\> = breached()

This will give you all issues where the SLA is breached, based on you SLA


Tags: cloud

jira-service-management

jira-service-management-cloud
Adjust issue width in portal
Asked by ???_??_:

If you look at the issue in the portal, the width is narrow.  
Is there a way to increase the width?

![000_?????????????_????????.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/303975i6C83A2DE2441DBDE/image-size/large?v=v2&px=999 "000_?????????????_????????.jpg")


Answers:
author: Nikola Perisic
body: Hello [@???_??_](/t5/user/viewprofilepage/user-id/4704901)

Can you post a screenshot of the issue that you are having (blur all of the info that you don't want to be shown)?

comments: author: ???_??_
body: Hi, [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)   
So I did :)


author: Nikola Perisic
body: [@???_??_](/t5/user/viewprofilepage/user-id/4704901) Ah my bad, sorry. Currently, this is not possible as the width has a fixed size.

I've tried doing this from my side, but there aren't options for the customers to be able to adjust the width size.

Also, there are no apps that can do this customisation.


author: ???_??_
body: That's sad


Tags: cloud

jira-service-management

jira-service-management-cloud