youngmon/atlassian-qna huggingface dataset:
How to differenciate between agent and normal user in Jira Service Management Data Center
Asked by MUHAMMAD MUZAKKIR BIN ABDUL MALEK:

Currently im using Jira software (server version) for our project. Now, I want to evaluate Jira Service Management (Data Center version).

from the article JSM use Agent license for those will interect (example transit) with the ticket, but normal user will still able to view the ticket. but, in Jira Software ervery body will require user license to login to the page

After install the trial version of JSM data center, I use my account as admin and i create 1 internal user supposedly act as normal user. but, I cant differenciate between the agent and normal user betweeen these 2 account.

so, how exactly we can create the agent account and normal user account. so the agent license only applied to specific user, and normal user that require view only will not consume the license


Answers:
author: Victor Law
body: Hi [@MUHAMMAD MUZAKKIR BIN ABDUL MALEK](/t5/user/viewprofilepage/user-id/5479708)

It will be easier to identify the differences if you log in with a dummy account without any license granted.

JSM Customers do not consume any license; they can only access, create and comment on a Jira issue/request via the **customer portal**. They will not be able to access and navigate the same as what an agent sees from the Jira issue view.

Thank you

comments: author: MUHAMMAD MUZAKKIR BIN ABDUL MALEK
body: ![User management.png](https://community.atlassian.com/t5/image/serverpage/image-id/319985iFA6697EDB43FD55A/image-size/large?v=v2&px=999 "User management.png")

the gmail was created internally, but the group name is still the same as admin other than admin group. so how can i know if the gmail acc is agent or not


author: Victor Law
body: Hi [@MUHAMMAD MUZAKKIR BIN ABDUL MALEK](/t5/user/viewprofilepage/user-id/5479708)

Based on the provided screenshot, both users are the Service Management agent.

Customer user accounts should not have the Jira Service Management access list under the Applications column on the user management page.

![Screenshot 2024-04-23 at 6.16.48?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/320008iA4E662CEF874AF1D/image-size/large?v=v2&px=999 "Screenshot 2024-04-23 at 6.16.48?PM.png")

Please remove the **customer** user account from the *jira-service-desk* user group. The user should then lose the agent's permission.

Thank you.


author: MUHAMMAD MUZAKKIR BIN ABDUL MALEK
body: ok got it, thanks


author: John Funk
body: Hi Muhammad,

Jira users can see the ticket (if you have given them permission to do so through the Permission Scheme attached to the Project), but they can't really interact with it in any other manner. They can't transition it to another step in the workflow, can't edit/update fields, etc. Those are only done by Agents.

To really check if a user is an Agent, you need to go to Settings \> User Management and select the user's details and see if they are have that permission.


Tags: data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Can you choose the default request type for a given issue type?
Asked by Calvin:

Hi all, using JSM from the backend, it has "issue type" first then "Request type".

This has led some users (especially those used to Jira software) to pick the correct issue type (as they're used to picking issue type), but not really understand the request type. Especially the way its ordered with issue type first?

Is it possible for a given issue type chosen that a certain request type is chosen first. It seems to just pick the first request type in the list, while we'd prefer it to be the "generic" support request as opposed a specific one that starts with A lol.

Eg: if we have request types:

"Alpha service request"

"Beta service request"

"Generic/Any Service Request"

And Issue type is "Service Request".

It seems to pick "Alpha" first :(

-------- Edit

I see if you first click "Create" it does indeed let you choose the default request type on the first instance if you have it switched on in features: <https://support.atlassian.com/jira-service-management-cloud/docs/choose-default-request-types-for-your-issue-types/>

But alphabetically chooses the first if you switch over to that issue type :(.


Answers:
author: Walter Buggenhout
body: Hi [@Calvin](/t5/user/viewprofilepage/user-id/4851947),

It seems like you have answered your own question - according to the *edit* you added, behaviour is like in the article you shared: you can have a default request type after selecting an issue type as long as you configure a default request type for each issue type.

On a side note: request types in JSM are designed to be used from the customer portal. You should only see the request types there - not the underlying issue types. As long as customers creates tickets from the portal, they should not even be facing this complexity. Creating tickets from the JSM backend UI is something only agents should be doing in exceptional cases.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to exclude 'Chats' from email notification
Asked by Andrew Rowland:

In Jira Service Management - how can you disable the notifications when comments are added which would create individual emails to customers when notifications are enabled for 'Send when Comment Added by Assignee'?

This is causing an issue with the support process as it send 30 emails during a chat, but if I turn it off, when we add a comment to a Support Request, the customer is not informed.


Answers:
author: Andrew Rowland
body: Update on this - turns out that you can't (from what I have seen) but instead need to create your own notifications for Monnents, but WARNING to all, make sure you only include public comments, not internal as a special condition rule. Otherwise, the customer may end up seeing your internal chats.

There are other discussions regarding this topic which all point to something similar to the below:

{{comment.properties."sd.public.comment".internal}}

***contains***

false

![Screenshot 2024-05-03 at 4.59.16?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/321779i51345A0E721AFF97/image-size/large?v=v2&px=999 "Screenshot 2024-05-03 at 4.59.16?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM license holder going on leave
Asked by Danielle David:

Hi, we have a JSM license holder going on Mat leave.

If we were to remove her JSM license for the year, will this cause any issues with the tickets assigned to her and are resolved.

Basically will we loose any reporting?


Answers:
author: Dexter de Vera
body: No. That would be fine. No need to remove the license, you may just suspend the user so it will not count the license and can be activated anytime.


author: Brant Schroeder
body: [@Danielle David](/t5/user/viewprofilepage/user-id/4577696) The issues will not be impacted. They issues that are assigned to the user will just show there account as being inactive and you will need to reassign them. I would suggest suspending the account since they will be coming back <https://support.atlassian.com/user-management/docs/remove-or-suspend-a-user/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Integrating Cloud with Data Center for time tracking
Asked by Andrea Hakim:

Our agents log work in their Cloud Service Desk; however, our reporting is done out of the on-premise back end SQL Server database for Jira Software Data Center.

To avoid aggregating data from both Jira instances for a complete time tracking report, I'm looking for a solution. I'd like for Agents to log time to DC issues within the Cloud.

Here are some of the potential possibilities; however, I'm not sure any of them will actually work.

Atlassian Tunnel - the Tunnel allows for a connection btwn Cloud and DC; however the functionality seems to be limited to linking issues from one instance to the other.

Automation - An automation rule can be setup to log time to linked issues (the Tunnel provides the linking), but it doesn't seem to recognize the Data Center projects/issues from within Jira Cloud.

Some other possibilities: Triggers, Webhooks, Jira Edge Connector??

Possible Plugins: Anyone have experience with these:

ScriptRunner - We have ScriptRunner app on both Cloud and DC and perhaps this is possible with a custom script.

[Watch Tower w/ Time Reports for Remote Jira](https://marketplace.atlassian.com/apps/1217469/watchtower-integrate-issues-from-multiple-jira-and-trello?hosting=datacenter&tab=overview)

[Backbone Issue Sync for Jira](https://marketplace.atlassian.com/apps/1215199/backbone-issue-sync-for-jira?hosting=cloud&tab=overview)

[Jira-Jira issue sync 2-way integration+migration](https://marketplace.atlassian.com/apps/1223930/jira-jira-issue-sync-2-way-integration-migration-new-app?hosting=cloud&tab=overview)


Answers:
author: Carla Ann Rowland
body: First: in the Cloud is log time turned on? Jira cloud can track time: here are several links to help: <https://support.atlassian.com/jira-software-cloud/docs/log-time-on-an-issue/> and <https://support.atlassian.com/jira-cloud-administration/docs/configure-time-tracking/> and <https://support.atlassian.com/jira-cloud-administration/docs/configure-time-tracking/#Enable-or-disable-time-tracking-in-projects>

Automation rules I think will not work.


Tags: cloud

integration

jira-cloud

jira-data-center

jira-service-management

jira-service-management-cloud
How to Import comments to a Jira Assets Object
Asked by Courtney Wirtz:

Hello,

We are in the process of importing data into Jira Assets. We have an excel where notes were captured per laptop or desktop. We were able to import the needed fields from the csv but I am curious if there is a way to import our notes column into the comments section on the asset rather than having it be in a new field.

Any Suggestions on how to do this?


Answers:
author: Sam Thornton
body: Hello!

Did you find a solution to this in the end? I'm currently looking into the same thing with our Data Center instance, for the same scenario.

Many thanks!


Tags: assets

jira-service-management

jira-service-management-server

server
Webpanel not showing content in Issue View from Queue
Asked by dberrutti:

Hello community,

I'm having a hard time with a webpanel which shows in Issue view, here's the context:

The webpanel is defined like this:  

```
<web-panel name="panel name"  key="issue-view-panel" location="atl.jira.view.issue.right.context">
  .....
  <resource name="view" type="velocity" location="templates_path/template.vm"/>  
  <context-provider class="fullyqualifiedclass"/>
</web-panel>
```

Which uses resources (css and javascript generated via webpack) defined like this:  

```
<web-resource key="entrypoint-main">
  <transformation extension="js">
    <transformer key="jsI18n"/>
  </transformation>
  <context>atl.general</context>
  <context>customerportal</context>
  <context>servicedesk.general</context>
  <context>jira.general</context>
  <dependency>com.atlassian.plugins.atlassian-plugins-webresource-plugin:context-path</dependency>
  <resource type="download" name="myplugin-main-min.css" location="frontend/myplugin-main-min.css"/>
  <resource type="download" name="main.js" location="frontend/main.js"/>
</web-resource>
```

And the template loads the resource (and sets the element to load React page) like this:

```
$webResourceManager.requireResource("my.plugin.path:entrypoint-main")
<div class="ac-content">
    <section name="sourcePage" id="some_id">
    </section>
</div>
```

In the issue view from "browse" (<http://localhost:2990/jira/browse/ISSUE_KEY>) the content is correctly loaded, showing the page created in React.

However, in the issue view from "queues" (<http://localhost:2990/jira/projects/>\<PROJECT_KEY\>/queues/custom/1/\<ISSUE_KEY\>) it shows the panel link, but no content, or better saying, loads the HTML that is in the velocity template, but does not load anything from the React page.

Does anyone have an idea of what might be missing here?


Answers:
author: dberrutti
body: I found the problem, nothing to do with the location, just when the page was loaded, the section

```
id="some_id"
```

was still not available. Added some typescript to wait for it to be available and it worked.


Tags: data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Multi-Question Customer Satisfaction Survey
Asked by Andy Rosengard:

I am trying to build a multiple question survey to collect feedback for completed requests. I am being told Jira only provides a one question survey. I then received an email from noreply@am.atlassian,com to fill out a survey form on how they did on my ticket. That's what I am looking for. What do I need to have access to a survey like that, one which I can modify to suit my organization's needs?

Regards

Andy Rosengard, PMP, ITIL 4

andy.rosengard@bowman.com


Answers:
author: Ntamen kamogne harry Michel
body: Hi! [@Andy Rosengard](/t5/user/viewprofilepage/user-id/5449671)

you can use the forms future   

in JSM you can link custom forms to tickets  
that your customers can fill out  
Here's what to tell you about <https://support.atlassian.com/jira-service-management-cloud/docs/use-forms-in-jira-service-management/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Besides org admin access to admin.atlassian.com who else can revoke / grant access to customers?
Asked by Karishma:

Before admins could access all customers email, revoke / grant access etc. Now only a person who has access to admin.atlassian.com can revoke / grant access to customers? Can this be changed?


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@Karishma](/t5/user/viewprofilepage/user-id/3747279). It depends on whether or not your organization is using "Original" or "Centralized" user management. If it's former, you are correct. If it's the latter only the "organization admin." can make such changes.

To learn more (and find out which you your org is using) visit: [**What are the different types of admin roles?**](https://support.atlassian.com/user-management/docs/what-are-the-different-types-of-admin-roles/)

Hope this helps,

-dave

comments: author: Karishma
body: Thanks for the prompt response. How do we find out if the organization is using Original or Centralized user management?


author: Dave Rosenlund _Trundl_
body: See this article, [@Karishma](/t5/user/viewprofilepage/user-id/3747279):  

[**What are the different types of admin roles?**](https://support.atlassian.com/user-management/docs/what-are-the-different-types-of-admin-roles/)  

\~\~\~\~\~\~\~\~\~\~\~\~  

Pro Tip: Use @mention to draw people's attention to your replies. I'm sorry I missed this until now.


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to link issue across project jira automation
Asked by Hector Manuel Tolentino:

Hi guys.

New to the forum.

I've been trying to link an issue from one project to another but for some reason that I don't know yet is not working. I try using a variable, webhook call to webhook call with the issue in the body but none of them worked out.

Does anybody have had this issue before?

![Screenshot 2024-04-21 113650.png](/t5/image/serverpage/image-id/319702iF51EEB8D756FEF40/image-size/large?v=v2&px=999 "Screenshot 2024-04-21 113650.png")

![Screenshot 2024-04-22 100843.png](/t5/image/serverpage/image-id/319853i6E3B20B3498FF45C/image-size/large?v=v2&px=999 "Screenshot 2024-04-22 100843.png")


Answers:
author: Kalyan Sattaluri
body: Hello [@Hector Manuel Tolentino](/t5/user/viewprofilepage/user-id/5480758)

Are you trying to create a sub-task and assign it a parent which is in another project? That set up is not possible. Sub-task and its parent issue need to be in the same project.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Condition to configure Update Frequency using Jira Standard SLA
Asked by Sudar Aazhi:

Hi,

Could you please someone help me to configure Update Frequency using Jira Standard SLA?

To configure **Update Frequency SLA** using **Standard SLA configuration** of Jira, we would like to know the start and stop condition to be specified to capture the external comment interval.

Thanks in advance.


Answers:
author: Kian Stack Mumo Systems
body: [@Sudar Aazhi](/t5/user/viewprofilepage/user-id/2455405),

Would this work for you?

![Screenshot 2024-04-22 at 9.59.15?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/319863i714D6439AD1DDAF4/image-size/large?v=v2&px=999 "Screenshot 2024-04-22 at 9.59.15?AM.png")

comments: author: Sudar Aazhi
body: Hi Kian,

Thanks for your reply.

Suggested condition wont work for me. Because we want to calculate the external comments interval from first public comment till last public comment.

Any other suggestions please ? Much Appreciated.

Thanks

Sudar


Tags: data-center

jira-service-management

jira-service-management-data-center

sla
403 error message - Accessing the customer portal
Asked by Marie Guglielminetti:

Good afternoon,

We are having trouble today accessing the customer portal - we get a 403 error message, although the portal can sometimes be accessed using the incognito mode of the browser.

Do you have any idea of what I could try to fix this?

Thank you,

Best regards


Answers:
author: Andy Heinzer
body: Hi [@Marie Guglielminetti](/t5/user/viewprofilepage/user-id/5481442) I have created a support ticket on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-994495>

It might help to clarify in that support ticket which users are experiencing this problem, and possibly even to [generate a HAR](https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html) file that you could include within that support case.


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

If it works with incognito mode, then it is probably something in your browser - most likely related to extensions. So you can disable one of the extensions, then go to the portal and see if it works. If not, then disable the next extension and try it again. Then keep doing it until it works or you have no extensions yet.

comments: author: Marie Guglielminetti
body: Thank you for your reply! We'll try that, but it doesn't seem to be working all the time even using the incognito mode. Could it be because of something else (not the extensions)?


author: John Funk
body: Maybe - have you tried other browsers?


author: Marie Guglielminetti
body: Yes and the problem persists.


author: Marie Guglielminetti
body: We've tried on Chrome and Safari and had the issue with both - could the issue come from a setting in Jira?


author: John Funk
body: Going to see if someone from Atlassian can take a look since you are on the free plan.


author: Marie Guglielminetti
body: Thank you!


author: Marie Guglielminetti
body: Hi, Would you have an update regarding this? We're still struggling with the link and hoping to have it resolved quickly.

Thank you!


Tags: atl-rvw

cloud

jira-service-management

jira-service-management-cloud
[Copy Attachments to JSM Customer portal]How to copy attachments to Customer portal using automation
Asked by Rajesh Konda:

Hi Team,

We are using automations for adding comments, attachments, Status change or assignee...etc between software and JSM projects using Linked issue event. Every action is working fine but coming to Attachments it is always shown as failed to load on Customer portal. Customers are unable to access the attachments in customer portal.

[How to sync comments and copy attachments between linked issues \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-sync-comments-and-copy-attachments-between-linked-issues-1167831058.html) Have followed these step but it is not working. Can any one help me fixing my automation please. Thank you

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/319831i3AEDEE69FD130CBE/image-size/large?v=v2&px=999 "image.png")

Source ticket.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/319832i6FD1C15FF4DD7635/image-size/large?v=v2&px=999 "image.png")

Destination Ticket

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/319833iC12EB1684235F0A3/image-size/large?v=v2&px=999 "image.png")


Answers:
author: BHUSHAN PATIL
body: Hi [@Rajesh Konda](/t5/user/viewprofilepage/user-id/2120286) ,

This is related to a known bug [**AUTO-723**](https://jira.atlassian.com/browse/AUTO-723)in the Automation for Jira app, which causes attachments to show as "Failed to load" in the customer portal or ticket.

### Workaround {#toc-hId-2118907054}

Add extra component before "add a comment to issue" component.

* Component: Edit Issue
  * Choose fields to set...: Attachment
    * Attachment: Copy **Attachment** from **Trigger Issue**

Example refer to this sample screenshot:

**![](https://jira.atlassian.com/secure/attachment/454578/454578_image-2024-03-24-21-47-05-877.png)**

**NOTE :** It is important to note that while workaround will make it possible to copy comment along with attachment, it will result in copy of all the attachments from the primary issue to destination issue as well.

[How to sync comments from Jira Software and Service Management tickets](https://confluence.atlassian.com/jirakb/how-to-sync-comments-from-jira-software-and-service-management-tickets-1167831058.html)  

Regards,  
Bhushan

comments: author: Rajesh Konda
body: Hi [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891) Thanks for the reply, yes i was using this earlier but it was working well for images but not for excel or PDF's.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
why don't users have access to project but they can access project settings?
Asked by Brady Buttrey:

Hi there,

I have added users to my JSM project and for some reason, no matter what permissions I give them, they cannot access the default project page with queues, boards, etc.. but they can (only) access the project settings page. Is there a reason for this? I'm not sure what to change as I have attempted giving them all different types of roles.


Answers:
author: Andrew Wolpers
body: Have you ensured they have an Agent license applied to their account?

comments: author: Brady Buttrey
body: We are using the free cloud version of JSM and they have created accounts on JSM? Is there more I should be doing?


author: Brady Buttrey
body: All of the users are licenses and they have all the same product permissions as myself (the org admin). I'm not sure why they wouldn't have full access.


author: Andrew Wolpers
body: Thanks for verifying. It sounds like they aren't added to the team on the specific JSM project.  

Have you invited them to be an agent on the project? You can [follow the steps here](https://support.atlassian.com/jira-service-management-cloud/docs/add-an-agent-to-your-service-project/).


author: Brady Buttrey
body: Yes, I was able to resolve the issue. It was a permissions related issue.


Tags: cloud

jira-service-management

jira-service-management-cloud