youngmon/atlassian-qna huggingface dataset:
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Asked by Martin Jovane:

Hello to all

I am currently new to using the JIRA tool, I would like to know how I can configure so that customers (whether JIRA customers or not) can receive an email when I update information in a ticket created and the customer can respond by email and I can receive this in the ticket.

For example, I as a user of the tool I create a ticket, and I send to the store the email so they can follow up, the store sends an email and copies the email from the JIRA project to create a comment on the ticket, then I write a comment on the ticket, but the store does not receive an email notification showing what I commented on the ticket.

How can I configure this?

Greetings!

Translated with [www.DeepL.com/Translator](http://www.DeepL.com/Translator) (free version)


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@Martin Jovane](/t5/user/viewprofilepage/user-id/5448346) and welcome,

as an admin, please take a look to Customer Notification section on project settings page to review the notification settings.

![Immagine.png](https://community.atlassian.com/t5/image/serverpage/image-id/311262i5611BCB89A161ADE/image-dimensions/396x190?v=v2 "Immagine.png")

Moreover, based on your scenario, verify that your comment is NOT INTERNAL because, otherwise, that comments will be not notified to the customer.

Hope this helps,

Fabio


Tags: cloud

jira-service-management

jira-service-management-cloud
Inbound email priority trigger
Asked by Wayne Goldstein:

I want to see how to trigger a priority setting based on a customer keyword. For example, if an email comes in with Urgent in the subject, can Jira set that as the default priority?


Answers:
author: Walter Buggenhout
body: Hi [@Wayne Goldstein](/t5/user/viewprofilepage/user-id/5448170) and welcome to the Community!

Yes, that is possible. But it is error prone and I am not sure if you would even want this in reality:

* do you really want to let your customers decide if something urgent or not?
* how do you expect your customers to know that they can raise the priority of a request they send you via mail?
* do you want to encourage people to add the word *Urgent* to the title of their emails?

Having said that, You could automate this with a rule like this:

![Screenshot 2024-03-08 at 17.28.34.png](https://community.atlassian.com/t5/image/serverpage/image-id/311096iBFE93AC69FE051FF/image-size/large?v=v2&px=999 "Screenshot 2024-03-08 at 17.28.34.png")

Hope this helps!

comments: author: Wayne Goldstein
body: Thanks for the reply. I guess my thought was that if the team lets the ball drop and the customer has some frustration they could increase the priority by sending in a request marked that.

Based on this do you have a better suggestion?


Tags: cloud

jira-service-management

jira-service-management-cloud
Display more columns in linked Ticket list
Asked by Rus Yates-Aylott:

When viewing any Issue ticket where several sub-tasks or linked cases are listed, we would like to be able to display a little more detail by adding columns to the view.  

Currently all we see is the ID, Priority, Summary, Assignee and Status.

There are a number of Paid-for Apps that can do this and I do know there is an open request for Atlassian to develop this in the native JSM app.

However, I was wondering if there is any known (free) work around for this?


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Rus Yates-Aylott](/t5/user/viewprofilepage/user-id/5306962)

I'm afraid this isn't currently possible. Apart from Marketplace apps, the only thing I can think of is to go through Jira's issue filter view as mentioned by John [here](https://community.atlassian.com/t5/Jira-Software-questions/Edit-Epic-Child-Issues-view/qaq-p/2253943).

Best,

Hannes

comments: author: Rus Yates-Aylott
body: Thanks.   
Can you use filters to display a list, similar to the linked issues list, in the ticket view?


author: Hannes Obweger - JXL for Jira
body: AFAIK, [Issue Matrix for Jira](https://marketplace.atlassian.com/apps/1212709/issue-matrix-for-jira?hosting=cloud&tab=overview) can do that, yes.


Tags: cloud

jira-service-management

jira-service-management-cloud
Request Type form in Dynamic portal for customer
Asked by Santhosh Raj:

Hi Team,  

Need some Clarification in Portal Settings.  
I have a JSM project and with Request types.  
Instead of Using Jira Forms, we used custom fields and added in Request type form and set it applied in the portal.  

But I have a doubt in making it dynamic if chosen Yes.  

For Example   

Employee Type \[Full/Part/Contract\] - If they chose Contract it show show some the options like   
Contractor Name :  
Tenure:   
Salary:

But right now we are showing all these options directly and making it (If applicable)  
Contractor Name (If applicable):   

and is there any ways for making it possible ?  

Like codes, options by default.


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

This can't be done by using custom fields ootb. Using forms in the request you are able to to this.

If you don't want to use forms, you will need a marketplace app that can provide this dynamic way.

Here is an app you could ty for this; [dynamic-forms-for-jira](https://marketplace.atlassian.com/apps/1210820/dynamic-forms-for-jira?hosting=cloud&tab=overview)

comments: author: Santhosh Raj
body: Thanks [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)


Tags: cloud

jira-service-management

jira-service-management-cloud
Closing Bulk Tickets in a Project without granting Admin permission
Asked by Shamsudeen Jameer:

Hello,

I have a project where tickets get created. Support-End users sometime received multiple duplicate alerts when our systems generated it. I would like to grant them bulk permission to select the tickets and close them out all at once instead of just individual ticket. I checked with my Jira admin and they mentioned only Admin permission is allow which we can't assign to Support-End users. Is there a way to explicitly grant only the bulk permission access from within Admin permission or another way without giving Support-End users more access they don't need?  

Thanks!


Answers:
author: Sebastian Krzewi?ski
body: Hi!

You don't have to grant Jira admin permission to give someone bulk permission. What you can do is to grant bulk change permission in global permissions - <https://support.atlassian.com/jira-cloud-administration/docs/manage-global-permissions/>

Regards,

Seba

comments: author: Shamsudeen Jameer
body: [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) Thanks for the information. The steps provided is for a global change which is not what I'm looking for. Currently we have separate project page and I would only like to apply that bulk permission to a single project page.   

I see the bulk change when searching all issue options  
![Screenshot 2024-03-11 at 5.48.51?PM.png](https://files.slack.com/files-pri/TPGCJC347-F06P2KVESKE/screenshot_2024-03-11_at_5.48.51___pm.png)  

<br />

I don't see the bulk option within project page  
![Screenshot 2024-03-11 at 5.57.43?PM.png](https://files.slack.com/files-pri/TPGCJC347-F06NTH5T3HC/screenshot_2024-03-11_at_5.57.43___pm.png)  

Thanks!  


author: Sebastian Krzewi?ski
body: Can you add screenshots again? I can't load them.


author: Shamsudeen Jameer
body: ![Project_Page_Without_Bulk_Options.GIF](https://community.atlassian.com/t5/image/serverpage/image-id/311802i02EC311F83E8461C/image-size/large?v=v2&px=999 "Project_Page_Without_Bulk_Options.GIF")![Bulk_change_option.GIF](https://community.atlassian.com/t5/image/serverpage/image-id/311803i3C064EC1F2AA751C/image-size/large?v=v2&px=999 "Bulk_change_option.GIF")

[@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) screenshots uploaded.


author: Sebastian Krzewi?ski
body: Based on screenshots I see that you are want to have bulk option in JSM Queues. This is not possible. Only place where bulk will be available is in searching issues.


Tags: cloud

jira-service-management

jira-service-management-cloud
Provide View only access for Internal Users for JSM Issues
Asked by Prem Kumar S:

Hi,  

We have been having JIRA Software license for years and having 300+ using who are developers, Qc Engineers and Project Managers.

Today i added Jira Service Management Module to our existing JIRA Site and configuring the same.

I am having a challenge where the Agens who will use the JSM are just 22 members, but the visibility on the tickets are needed across the organization.

Letting everyone having access to JSM will lead to have 300+ licenses.

Is there a way i can have view only access for JSM tickets across the Organization users without consuming agent licenses ?


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

You can have access to JSM Tickets without consuming agent license.

#### You can add them as Collaborators. Please refer below link for more details. {#toc-hId-318140307}

<https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/>


author: Karan Madaan
body: [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973) they can be collaborators

<https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/>![JSM_role_infographic.png](https://community.atlassian.com/t5/image/serverpage/image-id/311058iE5F1DE2BABB4567B/image-size/large?v=v2&px=999 "JSM_role_infographic.png")


author: Marc - Devoteam
body: Hi

Yes you can.

All licensed Jira Software users can be collaborators on the JSM project.

Coollaborators can:

* view issues, comments and attachments
* add attachments and delete their own attachments
* add internal comments to issues and delete their own comments
* watch and vote for issues
* view other watchers and voters

<https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset custom field, sortable in queue?
Asked by Dave Nunn:

![brave_screenshot_vesaro.atlassian.net.png](/t5/image/serverpage/image-id/311047iA7D80BB6711A0773/image-size/large?v=v2&px=999 "brave_screenshot_vesaro.atlassian.net.png")  
Any way to sort asset fields in the queue view. Basically I would like customer to select the asset they are having issue with, (which all works fine), but then seems impossible to sort this data in the tickets queue view. any workarounds for this?


Answers:
author: Marc - Devoteam
body: Hi [@Dave Nunn](/t5/user/viewprofilepage/user-id/5212272)

There is currently no option for this.

There are mre fields that don't have this option, see open request [JSDCLOUD-8688](https://jira.atlassian.com/browse/JSDCLOUD-8688)

comments: author: Dave Nunn
body: :(


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I grant access to a revoked portal-only customer through the rest API?
Asked by Jasper Dorado:

While looking for the solution to this, I came across [this thread](https://jira.atlassian.com/browse/JSDCLOUD-8533) and someone in the comments mentions that the API allows for granting access but not revoking.

I can't find any evidence of this anywhere, could anyone please guide me to the right resource or tell me that it in fact is not possible?


Answers:
author: Marc - Devoteam
body: Hi [@Jasper Dorado](/t5/user/viewprofilepage/user-id/5448175)

This can't be done. You can only create new users.

See API; <https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-customer/#api-rest-servicedeskapi-customer-post>

There is no option for deactivation or re-actiovation of inactive users


Tags: api

cloud

customer

jira-service-management

jira-service-management-cloud

portal-only

rest-api
Organization Menu not Available
Asked by Prem Kumar S:

I activated JSM today on top JIRA Software license i had for years. I see the Organization Menu is not available under JSM. Only Customers Menu is visible. How to enable additional of Organization Menu


Answers:
author: Robert Wen_ReleaseTEAM_
body: Hello [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973)

It's actually within the Customers Menu. Once you selected Customers from the JSM project sidebar, you should see two buttons at the top right corner

![Screenshot 2024-03-08 at 6.17.25?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/311045i99AB65940BA6793D/image-size/large?v=v2&px=999 "Screenshot 2024-03-08 at 6.17.25?AM.png")

More details are here. <https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/>

comments: author: Nikola Perisic
body: Oh, there it is [@Robert Wen_ReleaseTEAM_](/t5/user/viewprofilepage/user-id/3970316) , thanks!


author: Dan Breyen
body: There's also the 'Customer service management' functionality that can be turned on under Project Settings / Features.

With that turned on, you will have a Customers and an Organizations menu option in your Left Sidebar menu under Channels \& People.

Here's more information on that functionality: [what-is-customer-service-management](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-customer-service-management/)


author: Nikola Perisic
body: Hello [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973)

When you say that organisation is not available, what exactly do you mean by this?

There was a recent update on the organisation product showcase, where you can pivot between the organisations from the product choosing menu, like this:

![Screenshot 2024-03-08 at 14.18.19.png](https://community.atlassian.com/t5/image/serverpage/image-id/311044i8627CFBAD9655432/image-dimensions/222x409?v=v2 "Screenshot 2024-03-08 at 14.18.19.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to see who is approving JSM users?
Asked by shivani shirguppi:

Is there a way to see who is approving JSM users?


Answers:
author: Nikola Perisic
body: Hello [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115)

Unfortunately, there isn't a direct way within JSM to see who specifically approves user requests. JSM doesn't track individual user approvals for customer access.

Here are a couple of approaches you can consider to gain some insight into user approvals:

1. Workflow Notifications:

If your JSM project has a workflow configured for user approvals, you might be able to leverage notifications.  
Check if the workflow sends notifications upon user approval. These notifications might indicate the group or role that approved the access, but likely won't specify the individual user.  
2. Audit Logs (Limited):

JSM offers audit logs, but they don't capture user approval details directly. They might show user creation events and potentially indicate if the user was created through a customer portal request, but wouldn't pinpoint the approver.  
3. Admin Permissions:

If your organization has a designated JSM administrator, they might have a better understanding of the user approval process. They could potentially determine how approvals are handled (e.g., by a specific group or individual) based on the configuration.  
Alternative Solutions:

Consider implementing a process where user approvals require adding a comment during the approval stage. This comment could indicate the approving agent.  
Explore add-ons or integrations that might offer more detailed user approval tracking functionalities.


Tags: cloud

jira-service-management

jira-service-management-cloud
JQL for linked issue - Summary name to include linked Parent
Asked by Adrian Szubert:

Hello!

In my automation I have a trigger that creates an issue related to the linked Parent (not the Epic), and I would like to provide in the issue name this parent No.

Unfortunately, every time I provide values like {{triggerIssue.parent.key}} and others it points me to the "Epic", not the related Parent issue.

The type of relation cannot be changed in this case. Is there a way to type it in, or should I keep it on {{currentIssue.Key}} (so then Users can follow the chain until they get to the Parent issue?)


Answers:
author: Marc - Devoteam
body: Hi [@Adrian Szubert](/t5/user/viewprofilepage/user-id/5179901)

Can you provide screenshots of your rule and have you linked the issues via the parent field or the link type parent.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Automate customer creation
Asked by Robert Nichols:

I'm trying to script or automate user creation.   
In PowerShell I can add customers in Jira, but the step to add them to the desk fails, or rather just doesn't work.  
Using the following references   
<https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/#servicedeskapi/servicedesk/{serviceDeskId}/customer>  

<https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-post>  

Has anyone managed to get these to work correctly ?


Answers:
author: Anton Warkentin
body: Hello [@Robert Nichols](/t5/user/viewprofilepage/user-id/5363551)

since you are referencing the add customer endpoint, i guess you'd like to add customers, not agents.

To add customers via REST API you actually have to perform two API calls, the first one to create the customer on the site and the second one to actually add the created customer to the service management project.

Create customer:

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

Add customer to the JSM project:

<https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-post>

In case the user already exists and you need to find their id:

<https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-search/#api-rest-api-3-user-search-get>

I hope that helps.

Kind regards,  
Anton

comments: author: Robert Nichols
body: Thank you, this is how I did this, calling the various Apis.  
Works well and we use it frequently   

Regards   
Rob


author: Anton Warkentin
body: Awesome!

I've also found out, that no notification are being sent, when calling those API end points, while inviting customer in the UI does trigger notifications. Could you confirm that behavior on your site?

Kind regards,  
Anton


author: Brian Trepto
body: Hi [@Robert Nichols](/t5/user/viewprofilepage/user-id/5363551)

welcome to the Community!

I guess you're talking about JSM Customer and not Agents or licensed users.

You can create them with a Jira Automation Rule.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatic ticket deletion that has been open for more then a year.
Asked by scherdin:

Hello Jira community, i want to delete Tickets that have been open for longer than 365 days using Jira Automations.  

Thanks in advance.


Answers:
author: Marc - Devoteam
body: HI [@scherdin](/t5/user/viewprofilepage/user-id/5355602)

You can create an automation rule for this, just make sure that the Closed status in your workflow is reachable from any other status.

Or if you really want to delete the issue from the system ( non recoverable), this can be done via automation as well.

There is an action in automation to delete issues. Just use the Automation section, not the legacy automation section, these rules can't do this.


author: Jakub Koc
body: You can create for example an SLA with 365 days, 24/7 calendar  
and if the it's breached it will close the issue.  

Trigger: SLA breached  
Action: Transition issue -\> closed


Tags: cloud

deletion

jira-service-management

jira-service-management-cloud
2FA Authentication Login Http 404
Asked by Andrew Liew:

I have enabled a 2FA verification. So, I thought logging out from Bitbucket account would enforce the 2FA verification.

I attempted to log in to my Bitbucket workspace and I got this Http 404 error.  

So not only 2FA does not work without logout, even with logout I face with this 404 error page.

![BBLogin.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/239745iE725C768275E1C41/image-size/large?v=v2&px=999 "BBLogin.JPG")


Answers:
author: Ben
body: Hey Andrew,

The error could be something to do with your cache. I would suggest clearing your cache before logging in via <https://bitbucket.org> or logging in via an Incognito Window (if using Chrome).

This error is commonly encountered when you are not logged in to your Bitbucket Cloud account before trying to access the workspace.

Cheers!

- Ben (Bitbucket Cloud Support)


Tags: bitbucket-cloud

cloud
list of pipes
Asked by Admin Admin:

Hello,

is there a single, maintainable list of all pipes per provider?


Answers:
author: Theodora Boudale
body: Hi [@Admin Admin](/t5/user/viewprofilepage/user-id/4720087),

You can find it on the following page (you need to scroll down a bit to see the list with all pipes):

* <https://bitbucket.org/product/features/pipelines/integrations>

You can filter by category (which is based on functionality) from the left sidebar.

If you select a certain pipe you can tell by its definition whether it's a pipe developed by Atlassian or not. If the definition of the pipe starts with 'atlassian' (e.g. **- pipe: atlassian/aws-s3-deploy:1.1.0** ) then it is an Atlassian-developed pipe. If it is not developed by Atlassian, there is a section **Support** on each pipe's page, that has more details on who to contact for support.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Can parallel steps finish before failing with bitbucket pipelines parallel runs?
Asked by Drew Gallagher:

For example I have a deploy step and a test step in my pipeline.

If I run them in parallel and a test fails, but deploy finishes faster, will the deploy already be done even though the tests failed?

Or do the changes in that step revert?

My goal is to run test and deploy in parallel so if they do succeed it is much faster, but if they fail then deploy doesn't actually deploy broken code.

Not sure if this is possible.


Answers:
author: Theodora Boudale
body: Hi Drew!
> If I run them in parallel and a test fails, but deploy finishes faster, will the deploy already be done even though the tests failed?

Yes, the deploy will already be done and the changes will not be reverted.

There is an option **fail-fast: true** for parallel steps (see the doc [here](https://support.atlassian.com/bitbucket-cloud/docs/parallel-step-options/)), that will make the whole parallel group stop if a step fails. However, I don't think this will be useful for your use case because if the deploy finishes faster the changes will not be reverted in this case either.

If you don't want to deploy broken code, then the deploy step shouldn't be in the parallel set of test, so that if the test fails the build stops and the deploy doesn't happen.

Kind regards,  
Theodora


Tags: bitbucket-cloud

bitbucket-pipelines

cloud

parallel
Markdown interprets ISO-3166 as link
Asked by Steve Wartik:

I am writing some markdown documentation. The string "ISO-3166" is rendered as a link to our Jira repository. It's not surrounded with the markdown link syntax. Can someone explain why?


Answers:
author: Theodora Boudale
body: Hi Steve and welcome to the community!

I suspect this may be occurring because there is an integration between Bitbucket and the Jira instance.

Can you please confirm if this is occurring with a Bitbucket Cloud repo or a Bitbucket Server one? I see that your question has the tag 'cloud', but your Bitbucket Cloud account doesn't have access to any repos.

Could you also please let me know if are you using this string in the README file of the repo? Or in a page of the repo's wiki? Or in a Markdown file committed to the repo? If it's the latter, what is the file's extension?

Kind regards,  
Theodora


Tags: cloud