youngmon/atlassian-qna huggingface dataset:
Major Incident header
Asked by William Rentfrow:

Okay I'm stumped on something that's probably super easy. We have two projects, both created off of a template project, copying all the settings.

When I create a major incident in one I get a header label in light red saying major incident. In the other I do not. The major incident field is correctly set in both. I have no idea why they are behaving differently.

Top one doesn't work - bottom one does. If it matters, both were set to a major incident using an automation that simply does this in the additional fields box of an edit incident action:

{  
"fields": {  
"Major incident":"MAJOR_INCIDENT"  
}  
}

This is JSM enterprise.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/297767i84CC8310E5CC87FB/image-size/large?v=v2&px=999 "image.png")


Answers:
author: William Rentfrow
body: For what it's worth - support helped me out on this one - I hadn't run into this before.

The Major Incident label stopped appearing because at one point in the history of the project the Incident feature had been turned off. This dis-associates all request types (and consequently issue types) from the feature.

When you re-associate one or more request types with an issue type of Incident under the Incident item in project settings it once again will display the Major Incident label.


author: Marc - Devoteam
body: Hi [@William Rentfrow](/t5/user/viewprofilepage/user-id/5233718)

I can think of 2 things.

1. The field layout is different in both project
2. A 3rd party app is providing this functionality and is not active on the 2nd project

comments: author: William Rentfrow
body: Thanks - I appreciate the reply. The field layout is different but I don't know how that would affect this. The top header for the field layout appears the same. And I don't think it's a 3rd party app - both of these projects are in the same instance with the same apps active.

I have put the Major incident on/off slider in different places with no difference in results.

I also compared all of the features, etc. Nothing different noted.


Tags: cloud

jira-service-management

jira-service-management-cloud
SM 5.4.11 compatibility
Asked by kgraeter:

Dear Community,

is Service Management 5.4.11 compatible with Jira Software 9.5.4? Or is it intended that each single version is compatible to the exact counterpart of Jira Software only (in this case 9.5.11)?

Thank you in advance and cheers,

Kerstin


Answers:
author: Marc - Devoteam
body: Hi [@kgraeter](/t5/user/viewprofilepage/user-id/1233596)

If you use them combined in single installation, yes you need to have the versions aligned as the make use of one DB.

If you are running the products with both their own backend, the versions can differ, but I would not recommend it, if you have connections between the 2 options.

comments: author: kgraeter
body: Hi Marc,

thank you. Much appreciate your fast feedback. This is not really super clear from the release notes and compatibilty matrix. :)

Have nice holidays ahead!


Tags: jira-service-management

jira-service-management-server
Transitioning issue whereas adding comment
Asked by Mayur Gaikwad_Tech PMO:

Hi

using below code in scriptrunner, I'm able to transition issue but unable to add comment simultaneously.

Seems syntax issue when I'm using ".body comment"

def issueKey = issue.key  
def transitionID = '381'

// The rest call to transition the issue  
def result = post("/rest/api/2/issue/${issue.key}/transitions")  
.header("Content-Type", "application/json")  
.body(\[transition: \[id: transitionID\]\])  
.asObject(Map)  

if (result.status == 204) {  
logger.info("The ${issue.key} issue was transitioned by the escalation service.")  
} else {  
logger.warn("The escalation service failed to transition the ${issue.key}issue. ${result.status}: ${result.body}")  
}

// Add a return message to show which issues the escalation service ran on.  
return "Escalation Service completed on ${issue.key}"


Answers:
author: Evgenii
body: Hi, [@Mayur Gaikwad_Tech PMO](/t5/user/viewprofilepage/user-id/5072221)

You can make it by additional action in script

```
def comment = """TEST COMMENT TEXT"""

def addComment = post("/rest/servicedeskapi/request/${issue.key}/comment")
.header('Content-Type', 'application/json')
.body([
body: comment,
])
.asObject(Map)
```


Tags: cloud

jira-service-management

jira-service-management-cloud
tag people on ticket
Asked by Jorge Vieira:

out of nowhere the people that I used to be able to tag can not be tagged anymore.  
is there any security policy that changed? can you please help me find why I can't tag those users anymore?


Answers:
author: Alessandro Cuccaro [ServiceRocket]
body: Hello [@Jorge Vieira](/t5/user/viewprofilepage/user-id/5386454)  
Hope you are well!  

This is usually happens when people don't have the global permission browse users and groups.

You can check that setting (if you have admin permissions) at \<your site\>.atlassian.net/secure/admin/GlobalPermissions!default.jspa  

If you want to find out more about the Global permission, you can check this troubleshoot article regarding this issue, [here!](https://confluence.atlassian.com/cloudkb/troubleshoot-i-can-t-mention-aka-tag-other-users-on-jira-issues-1142444425.html)   

Please let me know if that helped!  
Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Detect if a JSM issue as a confluence article linked to it
Asked by Robert Nichols:

Our Agents have the ability to link Confluence page(s) to an issue.  
I'm looking for a way to detect and report on this.

I see links to other Jira issues are available as custom fields and in the json of an issue. However I can't see the confluence links, or seen anyway to be able to get these via automation or api.

Anyone had any ideas on this ?


Answers:
author: Giovanni Melai
body: Hi [@Robert Nichols](/t5/user/viewprofilepage/user-id/5363551)

as far as I see there are no events to be used in Automation or Webhooks to check when a link to a Confluence page is added to a Jira issue.

The only thing I found that can be helpful is the API endpoint to get the list of remote links for a specific issue:

```
https://<site>.atlassian.net/rest/api/3/issue/<Issue Key>/remotelink
```

I think the only way is to implement a scheduled job that goes through all the issues to check the Confluence links.

I hope this helps

comments: author: Robert Nichols
body: Thanks Giovanni,

This should help for sure.  
I can pull this as part of automation   

Thank you

Rob


Tags: cloud

jira-service-management

jira-service-management-cloud
Microsoft teams for Jira cloud app, what happens if i install it to the jira site?
Asked by Vera Valshonok:

Hi, dear Community!

We are preparing for a Cloud-to-cloud Jira migration and in advance, installing the apps we are having on the source site, to the destination side. One of the is app called Microsoft teams for Jira cloud.

Our company is working with Microsoft teams and destination site as well, but the Jira does not have this app. What does the app provide and is it risky to install it for messing with any of the processes on the destination site?

Thanks


Answers:
author: Jack Brickey
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , there should be zero risk. With that said you can add the app post migration when needed.

comments: author: Vera Valshonok
body: Thanks! Sorry for the dummies question, but if Ii install some addons to the Jira instance can they interfere with the jira or its totally depends on my setting it up the way it should work for us and if its only installed and not used it should not interfere with anything in Jira?


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to change the avatar of the issue type
Asked by Ayush Lawania:

I tried to create new issue type for my project as it was not available in the project, after creating the issue type I wanted to change the avatar but when I am trying to do so, it shows an error "this issue type already exists" even though I checked but there is no similar issue type and I have also checked for whitespaces but thats not the case too.

How can I change the avatar then?


Answers:
author: Mayuresh Kamble
body: Hi [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132) ,

I see there is a known Bug as mentioned **[here](https://jira.atlassian.com/browse/JSWCLOUD-26175)**because of that you might not be able to change the icon and getting the error.

Regards,  
Mayuresh


author: Evgenii
body: Hi, [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132)

Looking at error it seems, that you are trying to create new issue type, not change issue icon. It's made through editing of issue type

![Screenshot_19.png](https://community.atlassian.com/t5/image/serverpage/image-id/297748iF121611ECB63FCF1/image-size/large?v=v2&px=999 "Screenshot_19.png")![Screenshot_10.png](https://community.atlassian.com/t5/image/serverpage/image-id/297749i48FA27E625DEE33A/image-size/large?v=v2&px=999 "Screenshot_10.png")

comments: author: Ayush Lawania
body: ![Screenshot 2023-12-21 190837.png](https://community.atlassian.com/t5/image/serverpage/image-id/297751iAB000F353FC26897/image-size/large?v=v2&px=999 "Screenshot 2023-12-21 190837.png")I tried changing the avatar only, but still I get this error. [@Evgenii](/t5/user/viewprofilepage/user-id/3993514)


author: Evgenii
body: You tried to change icon only?

Or you also tried to change issue type name?


author: Ayush Lawania
body: Just the icon


author: Ayush Lawania
body: [@Evgenii](/t5/user/viewprofilepage/user-id/3993514) I just tried to change the icon, I have done this thing before but not sure why i am getting error now


author: Evgenii
body: I think, that it's worth to do next steps:

- Check, that there is only one issue type with name Support

- As a workaround, I'd try to change name of faulty issuetype to something like Support123, and change icon. If everything will be ok, then change name back to Support (of course if there are no duplicates)

If there will be the same error, even when name is changed to something unique, it's worth to write to support.


author: 011_avinash
body: This workaround perfectly works [@Evgenii](/t5/user/viewprofilepage/user-id/3993514) . Thanks for this

But, the straight forward solution should also work where we can change the Avatar directly.


author: Evgenii
body: No problems, glad that it helped.  
And as [@Mayuresh Kamble](/t5/user/viewprofilepage/user-id/5095826) wrote, there is a bug in atlassian support, linked with that case. So, maybe it will be fixed sometime)


Tags: cloud

jira-service-management

jira-service-management-cloud
In workflow approval step need to Assignee
Asked by Ravisekhar_g:

Hello,

In Workflow we Created a approval step. In that I need see assignee as the approver. when I searched assignee field is not showing.![l.png](/t5/image/serverpage/image-id/297733iCC02DB495DBD531A/image-size/large?v=v2&px=999 "l.png")


Answers:
author: Jack Brickey
body: Hi [@Ravisekhar_g](/t5/user/viewprofilepage/user-id/5325219) , consider using Automation to set the approver when issue is assigned. Basically,

* Trigger - issue assigned
* Condition - set up what is needed to restrict the action
* Action - set approver field to {{issue.assignee}}

comments: author: Ravisekhar_g
body: Its working...

Thank you [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)


author: Jack Brickey
body: You are welcome. Let me know if it works and if so, please except answer, but if not, I will see what I can do to help you further.


Tags: cloud

jira-service-management

jira-service-management-cloud
Difference between "Users" and "Customer"
Asked by Khuram Khalil:

some context,

We have all our employees as "Users" in Jira across the board,

But 90% of them are only added as users so when they raise a request via "email" they are listed as "requestor" and we can email back and forth via the ticket etc

Is there a way to keep it the same but not have them as users?


Answers:
author: Matthias Gaiser _K15t_
body: Hey [@Khuram Khalil](/t5/user/viewprofilepage/user-id/5334524)

yes, you can simply have the 90% as JSM customers instead of usual JIra/JSM users. This way you don't have to pay for the 90% but only for the 10%.

You can find more information about JSM customers in the [JSM documentation](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-project-customers-and-organizations/).

Hope that helps,  
Matthias.


Tags: cloud

jira-service-management

jira-service-management-cloud
No option to add smart value to link issues automation
Asked by Team GoCredible:

Hi guys,

It's probably something I'm not seeing properly but I do not see the option to add a smart value to the automation of Link issue to:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/297728i1F0C7CAB28D92B45/image-size/large?v=v2&px=999 "image.png")

I want to search in the summary of the trigger issue for a issue key and then link the new issue to the existing issue key with {{summary.match("(CS-\\d+)\*")}}.

Can anyone help me? :)


Answers:
author: Evgenii
body: Hi, [@Team GoCredible](/t5/user/viewprofilepage/user-id/5373581)

You'll need to branch rule, to select issue, that must be linked with trigger issue. In my example I selected issue by JQL. You can use it also, by making JQL search using smart value, or you can searc issue by another branch rule methods.  
Workaround for your question looks approximately like this:![Screenshot_20.png](https://community.atlassian.com/t5/image/serverpage/image-id/297750i92C5591314C4F93B/image-size/large?v=v2&px=999 "Screenshot_20.png")


author: Marc - Devoteam
body: Hi [@Team GoCredible](/t5/user/viewprofilepage/user-id/5373581)

Welcome to the community

This is not an option in the link issues action.

You should do a lookup action first to find the issue you want and then link the issue.

comments: author: Team GoCredible
body: Thanks, happy to be here!

How does it know to use the result of the lookup action in 'Link action' then? I've come so far so it is able to find the right issue but it doesnt seem to get that it needs to link to the result in lookup action:![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/297761i727D8B59C7F8CD7E/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/297762i59649D6FBF0BE61B/image-size/large?v=v2&px=999 "image.png")


Tags: automation

cloud

issue-link

jira-service-management

jira-service-management-cloud
I am unable to login JIRA as my JIRA link is not working anymore. Could anyone provide me help
Asked by Digwayshwar Sharma:

I am unable to login JIRA as my JIRA link([http://jira.downergroup.internal/](https://aus01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fjira.downergroup.internal%2F&data=05%7C01%7CDigwayshwar.Sharma%40Downergroup.com%7Cafd26b8fa077481eba1208db76106d40%7Cfa4bc6e2c0ed43ec9d6d145e7e36a1a5%7C0%7C0%7C638233585174289706%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=mNSoKTD%2B4FE6zW%2FefBT6u9HIub6DzcVs11Mb00CCjOo%3D&reserved=0))is not working anymore. Could anyone provide me help regarding this issue. Firstly, i was unable to login with my JIRA account and now JIRA link is not working after re-booting the servers. The version of JIRA v6.1.5.

Please provide help as soon as possible.

Thanks.


Answers:
author: Dirk Ronsmans
body: Hey [@Digwayshwar Sharma](/t5/user/viewprofilepage/user-id/5391141) ,

Since you restarted your servers and you no longer have access you might want to look at the log files first to see if everything has started up properly.

Other than that are you using a reverse proxy? That could also be having some issues.

So you'll have to look at your architecture layout and see what components are in your setup. And definitely look at your log files


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
can we create a custom field for image in jira?
Asked by shivani shirguppi:

can we create a custom field for image in jira? seperate image type custom field?


Answers:
author: BHUSHAN PATIL
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) ,

In native Jira there is no custom field type available specifically for images. However, you can utilize the "**URL**" custom field type to indirectly display images in Jira issues.

Here's a workaround to achieve an image display using a URL custom field:

1. **Create a URL Custom Field:** Create a custom field of type "URL" in Jira.
2. **Store Image URLs:** Use this custom field to store the URLs of the images you want to display.
3. **Rendering Images:** When you enter an image URL into this custom field, Jira will render the image at the provided URL within the issue view. This doesn't directly display the image, but it shows a clickable link that, when opened, will display the image in a new tab or window.

Also, if you feel my input help you please accept the answer.

Regards,  
Bhushan

comments: author: shivani shirguppi
body: [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891) can it possible using any of the plugins?


author: BHUSHAN PATIL
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) ,

If you wants to add custom field value as image then refer [Adding image to custom field](https://community.atlassian.com/t5/Jira-Software-questions/Adding-image-to-custom-field/qaq-p/1380740)


Tags: cloud

jira-service-management

jira-service-management-cloud
User unable to receive email invitation
Asked by Arnie Rojales:

There's new user joined company and I invited him as what I did before. However, this time the new user hasn't received anything. I tried to resend in user management tab for several times, and he carefully checked all the mail boxes, there's no invitation mail.

Kindly please check on your end if the user is blocked here's his email address:

*\<email address edited out by Atlassian\>*

Thank you!!!


Answers:
author: Daniel Eads
body: Hi [@Arnie Rojales](/t5/user/viewprofilepage/user-id/4983853) , welcome to the Community.

I've checked our mail service logs and that email address was on a block list, due to our mail service receiving this error:
> 550: 550 5.1.1 ...@... Email address could not be found, or was misspelled (G8)

This typically happens if the Bitbucket invitation was sent *before* the new user's mailbox was completely ready to receive mail. The error is now cleared, and re-sending the invitation should work properly now.

Cheers,  
Daniel \| Atlassian Team

comments: author: Arnie Rojales
body: Good day Eads!

*\<email address edited out\>* is now able to receive the invitation email. Thank you for the assistance on this.


Tags: bitbucket-cloud

cloud
X Code - Bitbucket Cloud account isnt accepting my password
Asked by Sofija Mari?:

Hello,

I tried opening project on X Code but the build failed.

Errors:

1. uncategorised - authentication failed because the credentials were missing;

I notices that my bitbucket cloud account needs password verification; when I enter my password that I made throw Add password on Bitbucket it says "Bitbucket Cloud recently stopped supporting account password for API authentication" but its not the account password. Is that password changing all the time?

2. package loading - missing package product..

I tried packages-reset package caches, clean build folder, using dev cleaner...

Is there anything else I can do?


Answers:
author: Sofija Mari?
body: Update: Solved everything by adding new app password on Bitbucket and adding it on my bitbucket cloud on x code


Tags: bitbucket-cloud

cloud
What to do when you commit to the wrong branch?
Asked by ThePokyWizard:

In our company we work with branches within the feature for new features and hotfix for bug fixes (gitflow).

It turns out that a few days ago an developer forgot to create a branch on a feature and committed locally to master, but didn't push it to Bitbucket Cloud. And to make matters worse, there were new commits on the master branch at the source, which the developer had not yet pulled.

Luckily for us, he made few changes. In these cases what should be done in these situations, to push his code to the correct branch (eg.: feature/new-super-feature) without losing any changes. ?


Answers:
author: Theodora Boudale
body: Hi [@ThePokyWizard](/t5/user/viewprofilepage/user-id/1661054),

If the changes haven't been pushed to Bitbucket Cloud, and if you want to move e.g. the last 3 commits from master (locally) to a new branch, then you can do the following:

```
git checkout master
git checkout -b feature-branch HEAD~3
```

where **feature-branch** replace with the name of your branch  
The 3 in **HEAD\~3** is the number of commits you want to move starting from the HEAD  
The second command will create a new branch 3 commits before the HEAD, omitting them for now

```
git branch --set-upstream-to=master
git cherry-pick ..master
```

The second command will cherry-pick the last 3 commits from master and apply them to feature-branch

```
git branch --force master master~3
```

This command will discard the last 3 commits from master (you already moved these to feature-branch)

You can then push feature-branch to Bitbucket Cloud with

```
git push origin feature-branch
```

You may also want to consider setting up branch permissions for master branch and prevent all or some users from pushing directly to master and allowing only merges via pull request. You can check the following documentation if this is something you'd be interested in:

* <https://support.atlassian.com/bitbucket-cloud/docs/use-branch-permissions/>

Kind regards,  
Theodora

comments: author: ThePokyWizard
body: Hi [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086),

In Cloud I already configured to prohibit modifications in Master. But that only applies at the origin, correct? Locally they can still write to Master.


author: Theodora Boudale
body: Hi [@ThePokyWizard](/t5/user/viewprofilepage/user-id/1661054),

This is correct, branch permissions only apply to the Bitbucket Cloud repo, not to the users' local repos  
(I don't think it's possible to prevent users from writing on a certain branch of their local clone).

With branch permissions, if a user makes such a mistake, they won't be able to push to master on the Bitbucket Cloud repo (if they don't have permissions to do so), they will just need to fix the issue in their local repo.

Otherwise, if they accidentally push to master on the Bitbucket Cloud repo, you will need to fix the issue for the remote repo, and other users who have pulled these changes will need to fix their local repos as well.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud