youngmon/atlassian-qna huggingface dataset:
Validating JSM Cloud
Asked by Patrick Poelma:

We use JSM for some that that require it to be validated internally. In doing so we need to know that dababase software and version JSM users. Also we need to know what version JSM cloud is on and where it can be found. Is there anyone that can help me find this?


Answers:
author: Joseph Chung Yin
body: [@Patrick Poelma](/t5/user/viewprofilepage/user-id/5272103) -

With JSM Cloud, The application version is always the latest provided by Atlassian.

You can use the following REST API -

    https://<your-domain>.atlassian.net/rest/api/3/serverInfo

Here is a KB article on how to find the Cloud version - <https://confluence.atlassian.com/jirakb/how-to-check-your-jira-cloud-version-1272283464.html>

Typically, there is no actual version that one can truly track because Atlassian controls the Cloud version setup (it is not like with Data Center env - where you select the version to install in the instance).

Hope this helps.

Best, Joseph Chung Yin


author: Gikku
body: [@Patrick Poelma](/t5/user/viewprofilepage/user-id/5272103) To know the JSM cloud current version, the only way is to access the information via API which is https://\<your-site\>.atlassian.net/rest/servicedeskapi/info

When it comes to database, Atlassian uses Postgres for their cloud deployments but the version is unknown.

comments: author: Patrick Poelma
body: What cloud servers do that use? AWS or are they there own servers in house?


author: Gikku
body: [@Patrick Poelma](/t5/user/viewprofilepage/user-id/5272103) Atlassian uses AWS to host their products and data. More details can be read here [Atlassian Cloud architecture and operational practices](https://www.atlassian.com/trust/reliability/cloud-architecture-and-operational-practices#cloud-infrastructure)


Tags: cloud

database

jira-service-management

jira-service-management-cloud

validation

version
Can we change the business days from monday to friday to our actual business days ?
Asked by Mostafa Fathy:

I would like to Automate the Due date per issue.

{{issue.fields\["Start date"\].plusBusinessDays(Original estimate )}}

I am facing 2 issues:

1. Our business days are from Sunday to Thursday
2. Original estimate field can be hours, days or weeks which leads to wrong due date value


Answers:
author: Jack Brickey
body: Hi [@Mostafa Fathy](/t5/user/viewprofilepage/user-id/5485853) ,

not for Automation . From the documentation it states...
>
> ### Calculating business days {#toc-hId-2119685436}
>
> Plus or minus business days from the current date, or find the closest business day to the current date. Business days are considered Monday through Friday, 9am to 6pm.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to use the API - Automation rules and team alerts
Asked by Rudy Rohde:

Dear community

Given that for a **team** I have "activated" the API as integration:

![SCR-1r5tin2l.png](https://community.atlassian.com/t5/image/serverpage/image-id/320961iC4BB61C2E75A5A7D/image-size/large?v=v2&px=999 "SCR-1r5tin2l.png")

Can I use in the JSM automation rules the "send web request" action to trigger the above mentioned API and create / close an alert?

![SCR-1r5tlahd.png](https://community.atlassian.com/t5/image/serverpage/image-id/320962i8CC69E17BFED9E15/image-size/large?v=v2&px=999 "SCR-1r5tlahd.png")

Kind regards, Rudy


Answers:
author: Muhammad Rikaz Khan
body: 1. Understanding Automation Rules and Team Alerts
2. Choosing an API for Automation Rules and Team Alerts
3. Authentication and Access Control
4. Implementing Automation Rules
5. Setting Up Team Alerts
6. Testing and Debugging
7. Monitoring and Maintenance
8. Best Practices and Tips

comments: author: Rudy Rohde
body: [@Muhammad Rikaz Khan](/t5/user/viewprofilepage/user-id/5463406) Well, it seems you know how to to it :) Can I ask you for a bit more support in this matter?

Based on the screenshots I posted above:

* API for the team is enabled ok?
* I am in the right automation dialogue?

Regarding the automation dialogue:

* What is the web request URL to reach the API for the team?
* What HTTP method you would recommend?
* Where would I need to place i.e. the API key?

Thanks in advance for your support.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation to Update Custom Field in Organization to Custom field in Issue
Asked by Prem Kumar S:

I have a Cutom field in JIRA Custom filed called "Client" and I have created another Custom Field in JSM Organization Called "ClientName". I need to update ClientName from Organization to Issue when a new issue is created. How can i achieve this?


Answers:
author: Vijay Dadi
body: Dear [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973) ,

On your automation, have an edit action to set an value.

ClientName={{issue.customfield_xxx}}.

customfield_xxx - this will be your custom field name for Organization.

Hope this helps!

Vijay


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Why my jira card getting out from sprint after changing ststus to done?
Asked by Dilip kumar:

My jira card is getting invisible in aprint after status upading to done.


Answers:
author: Walter Buggenhout
body: Hi [@Dilip kumar](/t5/user/viewprofilepage/user-id/4938839),

There's a couple of reasons why this may be happening:

* The *Done* status may not be mapped to a column of your board, which makes issues in that status suddenly disappear from view;
* Your board filter or sub filter may be excluding Done issues, leading to the exact same behaviour

In both cases, check your board configuration.

Hope this helps!


author: Joseph Chung Yin
body: [@Dilip kumar](/t5/user/viewprofilepage/user-id/4938839) -

Please check your SCRUM board's configuration to ensure that your "DONE" workflow status is properly mapped to the board column configuration setup. If a status is not mapped to the board's column, then issues associated to the specific status will not be displayed. This will be the first place that I will check.

Afterward, you need to make sure that board's filter query (JQL) is not excluding the "DONE" status.

I agreed with [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) responses.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Teams - email integration and alerts
Asked by Rudy Rohde:

Hello community

I started 8 weeks ago the journey to prepare JSM cloud for a 400 ppl workforce engaged on customer support. Regarding two topics I got stuck. For one of them I want to ask for support in this thread, because I have some questions left.

To understand certain functionality I decided to choose the following scenario: if an incident is marked as "major incident", then I want to trigger an alert as a kind of hierachical escalation to mid management.

So I created a team "Escalation Tier 1" and I set up the integration "email".

The automation was created and everything works fine.

Now my questions? Is there any way to link the alert **automatically** to the source issue (in this case my issue TEC-72) ?

Kind Regards

Rudy


Answers:
author: Victor Law
body: Hi [@Rudy Rohde](/t5/user/viewprofilepage/user-id/5352712)

I would suggest creating and linking the Jira issue within the same Automation rule when the Escalation Jira issue is created.

![Screenshot 2024-04-28 at 8.34.18?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/320945i9AB717DC7BC69AC6/image-size/large?v=v2&px=999 "Screenshot 2024-04-28 at 8.34.18?AM.png")

Thank you.

comments: author: Rudy Rohde
body: Thanks for looking into my issue, [@Victor Law](/t5/user/viewprofilepage/user-id/391946) , but my problem is about linking an ALERT to an ISSUE - not linking two issues.

1. existing issue
2. agent manually setting field "major incident"
3. automation rule kicks in, creating alert via email interface in a team

--\> how to automatically establish a link between issue and alert?


author: Victor Law
body: Hi [@Rudy Rohde](/t5/user/viewprofilepage/user-id/5352712)

Sorry for the confusion.

It is not supported by the integration between JSM Cloud and OpsGenie.

I found the following Atlassian feature request:

<https://jira.atlassian.com/browse/JRACLOUD-74841>

Thank you.


author: Rudy Rohde
body: As a reference here the sample alert created:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/320944i9CA2B3D2F9028A2E/image-size/large?v=v2&px=999 "image.png")


Tags: alert

cloud

jira-service-management

jira-service-management-cloud

teams
Using Inbound Reference as Attribute
Asked by Morgan McKay:

Hello!  

I am looking to use Jira for Software Tracking. I have two Schemas:  
1. Employee  
2. Software  

Right now, I have the Objects linked so when software is assigned to the Employee Object, the Inbound Reference on the Software Object is created.

I am looking to have the inbound reference "Assigned to" (the Employee) populated in the Assigned to Attribute for easy reporting.

![Screenshot 2024-04-26 at 3.51.47?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/320901i044E78A6DB8FFE62/image-size/large?v=v2&px=999 "Screenshot 2024-04-26 at 3.51.47?PM.png")  

Any assistance would be greatly appreciated. Thank you!


Answers:
author: Joseph Chung Yin
body: [@Morgan McKay](/t5/user/viewprofilepage/user-id/2143467) -

Hi Morgan:

Why are you using two separate schemas? In our env, we have just one schema track our assets, where we have "assigned to" attribute associated with the "User" type.

Can you provide a bit more details on your schema usage? So we can assist you better?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Matt Martinello
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) I've been trying to figure out a way to do this also. Working in the same schema or a different one makes no difference.   
This seems like something that should be fairly easy to accomplish but is not.   

Do you have any ideas on if this can be accomplished?   


Tags: cloud

jira-service-management

jira-service-management-cloud
outgoing mail excludes email in "to field
Asked by Matthew Cascio:

On rare occasions, I see failed outgoing mail in the mail queue with the following error:  

```
2024-04-25 13:54:05,099+0000 ERROR [] Sending mailitem To='[NAME REDACTED]' Subject='[SUBJECT REDACTED] ' From='[EMAIL REDACTED]' FromName='' Cc='' Bcc='' ReplyTo='' InReplyTo='null' MimeType='text/plain' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@ab9a192' MessageId='null' ExcludeSubjectPrefix=true' anonymous    Mail Queue Service [c.a.mail.queue.MailQueueImpl] Error occurred in sending e-mail: To='[NAME REDACTED]' Subject='[SUBJECT REDACTED] ' From='[EMAIL REDACTED] FromName='' Cc='' Bcc='' ReplyTo='' InReplyTo='null' MimeType='text/plain' Encoding='UTF-8' Multipart='javax.mail.internet.MimeMultipart@ab9a192' MessageId='null' ExcludeSubjectPrefix=true'com.atlassian.mail.MailException: javax.mail.SendFailedException: Invalid Addresses;      nested exception is:    	com.sun.mail.smtp.SMTPAddressFailedException: 501 Invalid RCPT TO address provided    ;      nested exception is:    	com.sun.mail.smtp.SMTPAddressFailedException: 501 Invalid RCPT TO address provided
```

The \[NAME REDACTED\] portion will include only the first name and last name of the recipient - not their email address.

Anyone else seeing this?

Currently on JSM 5.12.2

P.S. The \[EMAIL REDACTED\] part does have the correct From email, I just removed it for the purpose of this post.

TIA!


Answers:
author: Mohamed Benziane
body: Hi,

you may running this issue

<https://confluence.atlassian.com/jirakb/jira-notification-emails-are-not-delivered-to-the-recipients-because-of-the-error-501-5-1-8-utf-8-addresses-not-supported-1189504932.html>

comments: author: Matthew Cascio
body: Thanks! Possibly, but I'm looking at the user email and there aren't any special characters. Will continue to investigate. Thanks for the pointer!


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Hide/Lock Tickets (Issues) by Org or Custom Field Selection
Asked by Jared Greig:

Hi,  

We are a client-service organization. Our client has an employee, whose wife works on our internal team. The client wants to ensure that our team-member (the wife) does not work tickets related to their organization due to the relation.

Therefore, I'm attempting to find a way in which a ticket could lock once said client gets chosen in the organization field.  

I was thinking I could perform an automation along the lines of "*IF Organization = ABCcompany, THEN set security level to 1*" type of thing. However, in my experience with security levels, they more so provide access once set, not so much decline access. We'd therefore be turning on Security Level 1 (for example) for everyone to access all tickets, and she would just not be included in that security level 1 group. Hope that makes sense but open to any solutions.


Answers:
author: Joseph Chung Yin
body: [@Jared Greig](/t5/user/viewprofilepage/user-id/4534425) -

Using issue security configuration is the best way to locked down issue visibility within a project. You will have to configure the configuration of the security levels properly, then using automation rule should work to enforce your setup. Keep in mind that if the person has the project access, it means that he/she will still have access to all the issues in the project where the security level is not set.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Jared Greig
body: Thanks Joseph!  

To ensure I understand the best method to achieve this;

1. Security Level would include ALL team-members, minus the wife. Lets call this Security Level 1.

2. An automation would run on all tickets to add the security level 1, thus enabling the visibility to all team members, minus the wife.  

I'm under the impression that security levels only grant access, not take it away. If there is a method to block ONLY HER, that would be my preferred path.  

Thanks!


author: Joseph Chung Yin
body: [@Jared Greig](/t5/user/viewprofilepage/user-id/4534425) -

Issue Security Configuration setup is to control issue visibility to users and it doesn't block access to the project. So, your understanding is correct.

If my suggestion helped you, please click on "Accept answer" when you have a chance.

Best, Joseph


author: Jared Greig
body: thank you, I appreciate the confirmation. Answer accepted!


Tags: cloud

jira-service-management

jira-service-management-cloud
The time zone for my pull request is not my local time
Asked by PAUL Bogucki:

The time zone on my local commits is my local time, but the zone for my commits from a bitbucket pull request is different. Is it the time zone of my company's repository server?


Answers:
author: Mirek
body: Welcome [@PAUL Bogucki](/t5/user/viewprofilepage/user-id/5485305) !  

Yes, it might be different on the server or Java. How big is this difference? Is it matter of minutes or hours? Is someone else also seeing this?   

You can please check this KB article - <https://confluence.atlassian.com/bitbucketserverkb/timestamp-incorrect-in-bitbucket-server-779171272.html> and if you are not an admin verify date / time / locale with someone that is.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
How to automatically update a due date field based on priority
Asked by Andy Rosengard:

I am building my time to resolution SLA's. I have two fields in my request service form. One is priority and the other is due date. What I would like to do is when the requestor puts in the priority, the due date is automatically updated. How can this be done?


Answers:
author: Josh Costella
body: Hi [@Andy Rosengard](/t5/user/viewprofilepage/user-id/5449671)

You certainly can! Give this Jira automation a review: <https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1357059>

comments: author: Andy Rosengard
body: To clarify, '

On the form, the user has 3 fields, Summary, Priority and Due Date,

When the customer fills in priority I want to see the due date updated in the form. In addition, I created my SLA's but when I look at the ticket, the due date in incorrect. I'm new to this so help is always welcome and appreciated.

![Submitter Form.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/320880i6487D6C30FA570A7/image-size/large?v=v2&px=999 "Submitter Form.jpg")![SLA.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/320881i5B106908B5E9B4EA/image-size/large?v=v2&px=999 "SLA.jpg")


author: Vijay Dadi
body: [@Andy Rosengard](/t5/user/viewprofilepage/user-id/5449671) ,

The requested due date has no relationship with the sla due date. This is the field wherein a user can populate the date by which he wants his requested to be completed.

Hope this helps,

Vijay


Tags: cloud

jira-service-management

jira-service-management-cloud
How integrate WhatsApp with JIRA ITSM with basic auto responses
Asked by Sameer P:

Hi,

I looking to respond to my customer communications received on WhatsApp through Jira ITSM with some auto response functionality.

Are there any suggestions on how to respond to my customers through Jira on WhatsApp, where some basic level questions are answered by something like a chatbot and then if needed an agent can step in and answer specific queries.


Answers:
author: Dave Rosenlund _Trundl_
body: Hello, [@Sameer P](/t5/user/viewprofilepage/user-id/5419813). Welcome to the community ?

You'll need one of the [WhatsApp integration apps available on the Atlassian Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=%22whatsapp%22) to do this, or develop an integration of your own.

Best,

-dave

comments: author: Sameer P
body: Hi Dave,

Thanks for the response. Do you have any recommendations for apps that have a good auto response functionality.

Thanks

Sameer


author: Dave Rosenlund _Trundl_
body: Wow! I missed your reply question, [@Sameer P](/t5/user/viewprofilepage/user-id/5419813) ?

I'm sorry. I do not have a recommendation. I haven't tried any of them myself.


author: Logan Vantrease
body: Hi [@Sameer P](/t5/user/viewprofilepage/user-id/5419813)  

Logan here from Appfire. Have you reviewed [Chat for JSM](https://marketplace.atlassian.com/apps/1218891/chat-for-jira-service-management?tab=overview&hosting=cloud) on the marketplace yet?   

I understand that the name does not immediately call out to you being a whatsapp integration.   

But it is built to do exactly what you are looking to achieve here.  

Best,  
Logan  

<br />


Tags: cloud

jira-service-management

jira-service-management-cloud
Move JSM licenses from one site to another
Asked by Jingjia Liang:

We have build company projects under site A (cloud) for proof of concept, when the licenses purchased , we found that it is under site B (cloud), does anyone know if we can transfer the some of the licenses from site B to site A so we can continue to test this Proof of Concept solution we built?


Answers:
author: Peter Van de Voorde
body: Hi [@Jingjia Liang](/t5/user/viewprofilepage/user-id/5485064) ,  

Welcome to the Atlassian Community.   

I recommend you reach out to Atlassian Support directly, they should hopefully be able to help you out. You can reach them here: <https://support.atlassian.com/contact>  

This community is by users for users and thus we can't help you with licenses and such.  

Cheers,  
Peter


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to Post JIRA Issue without requestTypeId?
Asked by Jigar Shah _JAC_:

Hi,

I am useing JIRA Service desk API for create Issue.

POST - /rest/servicedeskapi/request

Can we post this API without passing requestTypeId?

Also, How can we post custom forms using servicedeskapi.

I could able to get cusome form using below API

<https://api.atlassian.com/jira/forms/cloud/{CloudID}/servicedesk/{}/requesttype/{}/form/externaldata>.

How can we post data for this form using servicedeskapi.

Thank you in Advance.


Answers:
author: Vijay Dadi
body: Dear [@Jigar Shah _JAC_](/t5/user/viewprofilepage/user-id/5485009) ,

Yes, you can create a issue without specifying a request type. Look at the sample i have pasted below.

![postman.png](https://community.atlassian.com/t5/image/serverpage/image-id/321122iE3AEACCE72AF7410/image-size/large?v=v2&px=999 "postman.png")

Hope this helps!

Vijay


Tags: cloud

jira-service-management

jira-service-management-cloud
Customers and "You don't have permission to access this service project."
Asked by Robin Shaw:

I have my email requests setup to generate an issue when someone emails my support account.

I do not need these users to be "customers" i just need the emails to create issues.

So if the email hits "support@blahblah.com" it will then create an issue that i can then use in the board, with the "reporters" email quoted somewhere.

Is this possible? do they have to be a customer? Otherwise i would have to create 100s of customers which is something i do not need.

Thanks


Answers:
author: Jack Brickey
body: Ultimately yes, they need to be a customer. You could set up your project to be open, which would result in the customer being added when they send in their first email to create an issue.

![IMG_4015.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/320780i5C679B0E38E2738C/image-size/large?v=v2&px=999 "IMG_4015.jpeg")

comments: author: Robin Shaw
body: Thanks for the reply. This does not appear to be working for me. I have it setup as "Open"  

![example of not working.png](https://community.atlassian.com/t5/image/serverpage/image-id/320786iA8222BDE0D221CC9/image-size/large?v=v2&px=999 "example of not working.png")

You can see it failing down here.

<br />

![not working.png](https://community.atlassian.com/t5/image/serverpage/image-id/320783i141C964D76AD8CE7/image-size/large?v=v2&px=999 "not working.png")

Am i doing something wrong?


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I use a JSM project for internal centralised tickets?
Asked by Will Dewfield:

I have a JSM project created for multiple request types, I need to have one request type for only internal viewing and creation, is this possible? If not would it be possible to create an internal change management JSM that will link to the other JSM projects?


Answers:
author: Jack Brickey
body: Hi [@Will Dewfield](/t5/user/viewprofilepage/user-id/5484985) , welcome to the community.

If you want to have a request tight dedicated and only visible to a certain group of users, then you should consider using a separate project. The reason for this is that currently all request types will be visible to all customers of a given JSM project. You certainly can link issues between two projects but I'm trying to understand exactly what your requirements or goals are here.

comments: author: William Dewfield
body: Thank you for your reply! I would like to have a customer facing portal for request types: Incident/problem/question, but also have a change request that is only raised and seen internally so that we can host all tickets within the same project per customer, if we have a separate project we have them as an internal project, I would like to keep all projects "externally facing" (including the internal CRs)


Tags: cloud

jira-service-management

jira-service-management-cloud