youngmon/atlassian-qna huggingface dataset:
Is it confluence the right tool for us? Confluence vs Service Desk
Asked by Melod?a Garc?a:

Hi guys,

we are updating our internal knowledge base for our support team and we have been using Confluence for this matter. We also use Jira for the internal tickets and would like to build an external KB in the future for our customers.

My question is, what is the difference between Confluence and Jira Service Desk? What is the purpose of Confluence and what is Service Desk for? Should we build our internal Knowledge base in Service Desk or Confluence? And why so?

Lots of thanks!


Answers:
author: Susanna Babayan
body: well, they're two different tools for two different things: \[in short\] Jira serves to organize your work and Confluence is for documentation management. you can create a JSM project to stay in touch with your client's requests, create a Confluence KB and connect it to your JSM project as KB.

you can check these articles for further info:

* [Confluence basics](https://www.atlassian.com/software/confluence/resources/guides/get-started/overview#hosting-options)
* [A brief overview of Jira Service Management](https://www.atlassian.com/software/jira/service-management/product-guide/overview#jira-service-management)


author: Kristian Klima
body: Hi [@Melod?a Garc?a](/t5/user/viewprofilepage/user-id/5523460) and Welcome to the Community.

You can 'publish' you Confluence content to JSM (Jira Service Management, the artist formerly known as Jira Service Desk).

The idea is that you still use Confluence to manage your documentation (add, update, edit, etc.) and then sync it to the JSM - this is what [@Susanna Babayan](/t5/user/viewprofilepage/user-id/5096208) suggested.

This approach has some advantages, such as you can make the content available to both the Agents and the Users in one place, making is easy to search and share the content.

The downside is less then optimal navigation, content structure options are limited, and so is any chance of your customer (or a prospect) embarking on a product discovery journey.

I'd explore what can be described as a hybrid approach. In this scenario:

* Your official public facing documentation remains in Confluence (either natively or via a doc center built with a theme app such as [Scroll Viewport](https://marketplace.atlassian.com/apps/1211636/scroll-viewport-for-confluence?hosting=cloud&tab=overview) which will give your site a [much better look and feel](https://docs.emplifi.io/) and will add extra content features.
* At the same time, you can choose to publish all or part or specific content to JSM - for example there might be 'internal only' knowledge base articles that you absolutely want your agents to have in one place but don't want to expose them to your customers.

Either way, Confluence is a much better tool to create and organize AND consume your content.

comments: author: Melod?a Garc?a
body: Guau, great reply, many many thanks to you both. You have helped me a lot :) Thanks!


Tags: cloud

confluence-cloud
How to remove logo and title from public Confluence Space
Asked by Andrew Murdoch:

Good Day  

I have a public Confluence space acting as our knowledge base (KB). The KB is shows the stock Confluence logo and title, to spite changing for our company logo and title. When logged in to a non-public space, I see our logo and title, but every time I load the public space, I don't.  

Is there away to show a custom logo and title for on a public space?  

Thanks


Answers:
author: Kristian Klima
body: Hi [@Andrew Murdoch](/t5/user/viewprofilepage/user-id/1467708)

You can go one better by having a fully deconfluencized public KB like [this](https://docs.emplifi.io/). Your logo, your design, your colors, your domain. While keeping you Confluence space private.

Our site (the one I linked to) is built with [Scroll Viewport](https://marketplace.atlassian.com/apps/1211636/scroll-viewport-for-confluence?hosting=cloud&tab=overview) that removes that dependence on Confluence permissions etc., and there are other apps in the marketplace that will give your KB a custom look without the Confluence log.

comments: author: Andrew Murdoch
body: Thanks, I'll take a look at Scroll Viewport.


author: Nicolas Grossi
body: [@Andrew Murdoch](/t5/user/viewprofilepage/user-id/1467708) Confluence logo applies to the entire confluence instance (logged and not logged users). You might want to add a suggestion on jira.atlassian.com.

Nicolas


Tags: cloud

confluence-cloud
e-mail notification
Asked by Didem Ersoy:

Hello,

Can a description field and reporter be added to the screen that sends e-mail notification to the relevant team when a task is created?


Answers:
author: John Funk
body: Hi [@Didem Ersoy](/t5/user/viewprofilepage/user-id/5576541) - Welcome to the Atlassian Community!

Which email? And which project type are you using? Jira Service Management? Jira Software? Jira Business?

comments: author: Didem Ersoy
body: sorry,i didnt write.we're using servise desk


author: John Funk
body: Are you Cloud or Data Center? If Cloud, then just create an automation rule to send the notification and add those fields to the email. If you are Data Center, then you can use the Automation for Jira app.


author: Shikha Verma
body: HI, [@Didem Ersoy](/t5/user/viewprofilepage/user-id/5576541). Welcome to the community!   
You can use third-party applications.


author: Dave Mathijs
body: Hello [@Didem Ersoy](/t5/user/viewprofilepage/user-id/5576541) welcome to the Atlassian Community!

What is the URL of your site? Does it end with atlassian.net? Then you are on Cloud. Does it end with your company domain? Then you are on Server/Data Center?

Are you talking about the creation of a Task in Jira Software? Then we're talking about internal notifications. These are based on the Events within a [notification scheme](https://support.atlassian.com/jira-cloud-administration/docs/configure-notification-schemes/).

Currently, Jira Cloud does not offer a way for you to customize the look and feel of your email notifications. But, there are many third party applications available on [the Atlassian Marketplace](http://marketplace.atlassian.com/) that can help you.


Tags: jira-unknown-hosting-type

unknown-hosting-type
How to use approvals in workmanagement
Asked by ???:

I want to use the Approvals feature in Project management in Work management.

Here is the structure I want.

1. the assignee changes the Due date from Inprogress status.

2. project lead is notified by email that the due date has been changed and if he/she wants to approve it.

3. If the project lead approves, change the status to Reschedule.

4. If the project lead doesn't approve, change the status to Decline.

Draw a workflow that fits here. Thank you.


Answers:
author: John Funk
body: Hi [@???](/t5/user/viewprofilepage/user-id/5576412) - Welcome to the Atlassian Community!

There are a couple of ways to approach this. One is by creating a Team-managed Business project. These types of projects are very limited and are independent of all other types of projects (including other Business projects) and do not share any configurations. BUT they have a built in Approvals process that can be used.

Another option is to create a Company-managed project which has much more flexibility and capabilities and can share configurations with other projects. However, there is no built in Approvals process yet, and it would take some customization to build out what you want. But I thing it would be doable.


Tags: cloud

jira-cloud

jira-work-management
I need to update jira tikcet status to pending from in progress but getting an error.
Asked by kunal:

Hello,

I need to update jira status to pending form in progress and to achieve this we need to update pending reason field and external comment so only after that sttaus will move to pending.

i am doing api call to update pending reason and call is successfull.

but when i am trying to update external comment and then status sapertely then it wont works, i got to know we need to update comment (external) and status in one api call.

code for pending sttaus is - 871

i have tried below combitnations

1\] "{""transitions"":{""id"":""871"",""fields"":{""body"":""Testing""}}"

got this error -

{"body": field 'body' cannot be set.it is not on approprate screen or unknown}

2\]"{""transitions"":{""id"":""871"",""description"":""Testing""}"

got this error -

need to update comment field

3\]"{""transitions"":{""id"":""871"",""fields"":{""comment"":""Testing""}}"

got this error-

{"coment":field does not suport update 'comment'}

when i do saperate calls , comments (external) update works -body which i am using to call it saperatrely is -

"{ ""body"": "" Automation is still in progress"", ""public"": false}"

help me o same as early as possible

let me know what will be the correct body to do api call so that both comment and status will get updated


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

There is probably a Validator or two on the transition to Pending in your workflow. Can you verify that?

comments: author: kunal
body: checked no validator


author: John Funk
body: That is strange then that it won't let you transition the issue. Have you tried to just do the transition without the other items first?


author: kunal
body: worked got solution here

<https://community.atlassian.com/t5/Jira-questions/add-a-comment-while-changing-issue-status-by-REST/qaq-p/590930>


Tags: api

cloud

comment

http

jira-cloud

jira-software

jiraservicedesk

json

post

request

rest-api

status
In a sprint, I cannot see the tasks that are done
Asked by Sushmita Chakraborty:

Hi Team,

For a given sprint, I am not able to see the tasks that are in "Done" state. I would also like to state that I have already checked the configurations as follows:

1) Workflow is mapped correctly, i.e., Done is mapped to a task in "DONE" state. Likewise "In progress" tasks are mapped to "In progress.

2) I have also checked board settings and the column settings and it is rightly mapped

3) I have also checked the filter query by navigating to filter query and I have updated the query that includes "To Do", "In Progress" and "Done"

However, still I am not able to view the done tasks under a given sprint.

Also, it is only for one sprint in a project, I am not a able too, rest of the sprints in that project I can see


Answers:
author: Valerie Knapp
body: Hi [@Sushmita Chakraborty](/t5/user/viewprofilepage/user-id/5492389) , thanks for your question.

I saw you indicated this is a Jira Service Management instance you are working in but is this a board in a Jira Service Management project or another type of project?

The reason I ask is because I wonder if you are running into this problem -

[Workflows and statuses for the board \| Jira Work Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-work-management/docs/workflows-and-statuses-for-the-board/)

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/343760i74059C888B200308/image-size/large?v=v2&px=999 "image.png")

You said it was a Sprint board though, so for this reason, I am not sure.

Please share your feedback.

Cheers


author: mss
body: Hello Sushmita,

please check the filter query (board settings).

comments: author: Sushmita Chakraborty
body: This is already done.


Tags: cloud

jira-service-management

jira-service-management-cloud
no result if the searched word is in snippet or info panel
Asked by Jacky Lavocat:

Hello Everyone

Just to be sure, for exemple if a search phlapi.dll on the search bar,I noticed that I wasn't getting any results, even though I knew I'd put this information in /snippet or in /info panel

this is an exemple with snippet, i tried with the .dll extension and same result

![2024-08-26 08_39_42-2024-08-23 11_19_30-\[TKT-76139\] FrontCage (Caisse JT) not working on the recepti.jpg](/t5/image/serverpage/image-id/343753iC280EA09ED6D9560/image-size/large?v=v2&px=999 "2024-08-26 08_39_42-2024-08-23 11_19_30-[TKT-76139] FrontCage (Caisse JT) not working on the recepti.jpg")

So maybe i have a bad configuration on my search tool can you help me with this or it's normal behavior ?

Thanks :)


Answers:
author: Jacky Lavocat
body: it returns a result if I click on "view all issues" at the bottom or if I click on the "Enter" button.

So I don't understand why it's not showing up in the search overview.


Tags: cloud

jira-cloud

keyword

tag
Retrieve all "Test" issue type which are in "Todo" status, whose user story is in"Inprogress" status
Asked by Uma:

Can someone help me with sharing jquery for below case: Retrieve all the linked "Test" issuesTypes(as like Subtasks but not subtasks) from all the User stories which are in InProgress status in a project XXX.

Ex:

S1 -\> linked with S1T1(Todo), S1T2(Inprogress), S1T3(Todo), S1T4(Todo), S1T5(Done)

S2 -\> linked with S2T1(Todo), S2T2(Inprogress), S2T3(Todo)

S3-\> linked with S3T1(Todo), S3T2(Todo), S3T3(Done)

and I wants to have my Jira filter result as below,

S1T1(Todo), S1T3(Todo), S1T4(Todo), S2T1(Todo), S2T3(Todo), S3T1(Todo), S3T2(Todo)

I have tried with below query , unfortunately it retrieves all the Test issueTypes but for all the userstories of all status, I need specifically for Inprogress status userstories.

**issuetype = Test AND status = "To Do" AND issueFunction in linkedIssuesOf("issuetype = Story") AND project = "XXX"**

when I tried apply for condition to filter the Inprogress status, resulted with below error,

*Error in JQL Query: Expecting either a value, list or function but got 'In'. You must surround 'In' in quotation marks to use it as a value. (line 1, character 32)*

*for below try,*

**issuetype = Test AND status = "To Do" AND issueFunction in linkedIssuesOf("issuetype = Story and status = In Progress") AND project = "NewCo CX"**

Can someone help me with this..


Answers:
author: Uma
body: Found an answer :

project = XXX AND issuetype = Test AND status = "To Do" AND issueFunction in linkedIssuesOf("project = XXX AND issuetype = Story AND status = 'In Progress'") ORDER BY created ASC

comments: author: John Funk
body: Did that work for you?


author: Uma
body: Yes. it is


Tags: cloud

jira-cloud
Branch Name in BitBucket from "Create Branch" does not respect customized branch name format
Asked by Adi Rozenson:

Opening a branch using "Create Branch" button from a Jira ticket (Either "+" if one already exists, or Create branch link if there is none) does not respect the custom format set in "Update branch name format" (settings button).  

For example setting it to be "\<Issue type\>/\<Issue key\>", instead of default "\<Issue key\>-\<Issue summary\>", will still open a BitBucket branch as "\<Issue key\>-\<Issue summary short\>" when clicking on Create Branch.  

Although the settings button ("Update branch name format") is placed in the "Git create \& checkout a new branch" section and modifies the "git checkout -b \<branch\>" command snippet, I would still expect to be able to customize the branch name format created from the BitBucket link as well.  

Current behavior is that the set format name is not sent as customized in the url query params, instead the default "\<Issue key\>-\<Issue summary\>" is sent.  

![Screenshot 2024-08-26 at 9.34.02.png](https://community.atlassian.com/t5/image/serverpage/image-id/343745iC38C8FDF3CF50841/image-size/large?v=v2&px=999 "Screenshot 2024-08-26 at 9.34.02.png")![Screenshot 2024-08-26 at 9.34.13.png](https://community.atlassian.com/t5/image/serverpage/image-id/343746i36AA45C377408343/image-size/large?v=v2&px=999 "Screenshot 2024-08-26 at 9.34.13.png")  

<br />


Answers:
author: Peter Van de Voorde
body: Hi [@Adi Rozenson](/t5/user/viewprofilepage/user-id/5576349) ,  

Welcome to the Atlassian Community, it seems that this is a long standing problem that has been reported previously to Atlassian.  

You can see the ticket about it here: <https://jira.atlassian.com/browse/JSWCLOUD-25620>  

I would suggest for you to follow up on the ticket by adding a comment, start watching it, and give it a vote.  

I hope this helps.  

Cheers,  
Peter  

PS: If this answer helped you please press the Accept Answer button.

comments: author: Adi Rozenson
body: Thank you!  
Searched the community for long to make sure this isn't a duplicate, yet it is :)


Tags: cloud

jira-cloud
Custom filters not applied on backlog on refresh
Asked by Mircea Craciun:

Hello,

when refreshing the backlog, having a custom filter checked, the custom filter is not applied. I have to uncheck it and check it again for it to kick in.  

Thank you.


Answers:
author: Dave Mathijs
body: Hi [@Mircea Craciun](/t5/user/viewprofilepage/user-id/5503070)

Strange, I'm unable to reproduce the issue. After refreshing the backlog, the quick filter remains applied.

comments: author: Mircea Craciun
body: Maybe this helps/makes a difference:  
- I am on a team managed project  
- the backlog consists of multiple epics, maybe around 15-20, out of which 6 are selected  
- I have 2 custom filters defined, the second one is checked- the filter checked and not applied is "statusCategory != Done"

and a picture for reference after a refresh

![Screenshot 2024-08-27 092227.png](https://community.atlassian.com/t5/image/serverpage/image-id/344005i24FCF16833C2F633/image-size/large?v=v2&px=999 "Screenshot 2024-08-27 092227.png")  

Thank you

Side issue with this board/site: I pasted the above filter expression from Jira, and apparently (I assume) it contained some HTML, so I got a notification about html being removed from the answer body. I'm fine with that. I then went ahead and made a new line change and deleted it, just for good measure, and now I am getting "You may have recently posted the same thing elsewhere on the community. Update your text, or wait before reposting." which obviously is not true since the message was not posted due to the previous error. It appears I cannot post my original message without adding this text, or waiting (I don't know how long)  
LE: I got the "There was invalid HTML in the message body that has been removed. If you're posting a link, add the hyperlink using the editor." yet again, which makes no sense now since I didn't paste anything into here. I assume the code that should remove it, doesn't actually remove some sort of html, but the detection code "sees" it.


Tags: cloud

jira-cloud
Have to export all data from comments field to excel file in jira server
Asked by Lisa New:

How to export all data from comments field to excel file.   

any possibility through api?


Answers:
author: Dave Mathijs
body: Hi [@Lisa New](/t5/user/viewprofilepage/user-id/5565462) please have a look at this KB article: [How to export issue and comment in CSV with proper format to import in Jira](https://confluence.atlassian.com/jirakb/how-to-export-issue-and-comment-in-csv-with-proper-format-to-import-in-jira-741934059.html)


author: Aron Gombas _Midori_
body: [@Lisa New](/t5/user/viewprofilepage/user-id/5565462) (I saw you posted this question for the Cloud, too, but this one is *for the Data Center*.)

You can use the [Better Excel Exporter](https://marketplace.atlassian.com/apps/1212652/better-excel-exporter-for-jira?hosting=datacenter&tab=overview) app to [export comments along with other issue fields](https://midori-global.com/products/better-excel-exporter-for-jira/data-center/export-samples/jira-issues-excel-reports-with-comments-worklogs-history) to a spreadsheet like this:

![jira-issues-selected-fields-with-comments.png](https://community.atlassian.com/t5/image/serverpage/image-id/343826i479AA3CA89916916/image-size/large?v=v2&px=999 "jira-issues-selected-fields-with-comments.png")

As you see, comment author, time and text appear in separate columns having the correct data type.

*(Discl. this paid and supported app is developed by our team. Free for 10 users!)*


Tags: data-center

jira-data-center
If I add an attachment to a test execution, it is automatically moved to the top of the page.
Asked by ehkim210:

If I add an attachment to a test execution, it is automatically moved to the top of the page.

So, I have to scroll to attach the Attachments (Step Result) after every Step, which is confusing and inconvenient.

Please provide a workaround.


Answers:
author: Peter_DevSamurai
body: Hi [@ehkim210](/t5/user/viewprofilepage/user-id/5576323) ,

You might want to opt to [**AgileTest**,](https://marketplace.atlassian.com/apps/1230085?utm_source=community&utm_medium=promo-response&utm_campaign=cta-button)  
You can add an attachment to a test execution's **[test case](https://agiletest.app/?utm_source=community&utm_medium=promo-response&utm_campaign=cta-button)** and their steps at the bottom of the board and at each step as well. The attachments are displayed and categorized as global (to the whole test case) and step level as well.

Plus, AgileTest is a Jira plugin so you won't have to migrate or take much time to get familiar. It's easier to use though.

![CleanShot 2024-08-26 at 13.27.58@2x.png](https://community.atlassian.com/t5/image/serverpage/image-id/343741i7279979E7EFA3BED/image-size/large?v=v2&px=999 "CleanShot 2024-08-26 at 13.27.58@2x.png")

comments: author: Johhnny_NFR
body: [@Peter_DevSamurai](/t5/user/viewprofilepage/user-id/5272594) i saw the app is free but it has many great features like xray zephyr . is there any hidden fee?


author: Peter_DevSamurai
body: Hi [@Johhnny_NFR](/t5/user/viewprofilepage/user-id/5340696) ,

* AgileTest is currently free to use right now and has been planned to become a paid app soon in **Quarter 3, 2024**.
* Plus, AgileTest is a Jira plugin so it strictly follows the Jira pricing plan, we guarantee there are no hidden fees or any additional charges that go uninformed besides the flat fee that is set on the Atlassian Marketplace.
* You can refer to our [**Sample Pricing Plan**](https://agiletest.app/pricing/?utm_source=community&utm_medium=promo-response&utm_campaign=cta-button). The final price can be slightly tentative but it will not differ much from the sample pricing plan. I will make sure to keep you in the loop and update you once the final price is finalized. Compared to Zephyr, the price is much affordable in long term run.


Tags: cloud

jira-cloud

zephyr