youngmon/atlassian-qna huggingface dataset:
Crowd AD not seeing all groups
Asked by Plexus ALM Support:

When I look at the groups a user belongs to all seems well, but then when I search for the same groups in group list they are not visible. What am I doing wrong?


Answers:
author: Bruna Griebeler
body: Maybe this is happening regarding nested groups.

If the LDAP tree is too big, you can try creating more than one directory for the same LDAP, but creating different filtersfor different OUs.


author: Brad Suhorepetz
body: Thank you for the information, this issue can be closed. We have used both suggestions and fine tuned Crowd.


author: Harry Chan
body: Hi, we've had this before. Possibly a synchronization/cache issue. Either wait - look at cache expiry (and change this if required) or restart Crowd or try to get it to force update.

comments: author: Plexus ALM Support
body: Neither of these efforts were successful.
Auditing crowd events - retrieve username
Asked by Oscar Picasso:

Hi,

A requirement to use Crowd in our company is to be able to log crowd events with the username of the person that fire that event.

To do so, I am developing a Java Event Listener but I don't see where to find the current user that fire this event. I have tried to find it in one of the properties of the event passed as parameter, or in one of its subobject.

But I didn't succeed.

Maybe there is a static method that would retrieve the current session and from there the current user, but I don't see were to look at.

What the proper way to do this ?


Answers:
author: Rodrigo Girardi Adami
body: Hi Oscar,

I know that you can enable the Debug mode in Crowd in order to troubleshoot SSO problems and this actually login the username in Crowd logs.

While may not be answer for you, it can at least help finding the correct event.

<https://confluence.atlassian.com/display/CROWD/Logging+and+Profiling>

I hope this helps!

Rodrigo


Tags: audit

event

listener
Crowd sync sql error: CROWD207.SYS_C0020403 after upgrade
Asked by David Forsman:

After upgrading Crowd 2.0.7 to 2.5.1 yesterday I've seen a SQL error a couple times in atlassian-crowd.log. See attached stack trace. (actually seen it twice, \~24hrs between.)

Looks like a uniqe constraint violation in table cwd_token.

Can this be fixed easily in a nice way?

(Or hacker-style: Stop crowd \& clear table?)

(crowdStack.txt)

Otherwise Crowd seems to be working fine after the upgrade. But it would be nice to not have this error in logfile.


Answers:
author: JustinK
body: I would suggest the SQL approach, unless you can find the row in question that is causing the violation, and removing just that record.

Removing all tokens would logout all sessions for all users + applications currently using Crowd for authentication.
JSM Assets and JIRA software user view Assets
Asked by Ander:

Hi,

We use JSM, to first level suport, and our development team and also our IT team is JIRA user.

In our assets each aplication/version for each server/customer is actulized after deploy.

Sometimes IT Team and developement team, need to have access to theses information, is posible to configure assets to give theses teams visualize options? (without giving agent permission)

Thanks


Answers:
author: Ander
body: Hi [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257) , [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257) ,

Maybe a I have not well configured the roles, but in our instance "users" can view the object but can view the graph and can not navigate in the estructure.

Thanks


author: Adolfo Casari
body: [@Ander](/t5/user/viewprofilepage/user-id/2745296)You need to add jira groups to the Role section of your Asset schema. Role to visualize is User.


author: Pavol Go?al
body: Hello [@Ander](/t5/user/viewprofilepage/user-id/2745296)

based on [asset role description](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-roles/), the "User" role might do the job for you.


Tags: cloud

jira-service-management-cloud
Learn how to add a series
Asked by ?? ??:

I would like to stat on how many incident there were for each customer. I want to be able to see it in a graph. I want to add a series of reports, but I can't. Is there a similar feature in the dashboard? How do I set it up?


Answers:
author: Alex Koxaras _Relational_
body: Hi [@?????](/t5/user/viewprofilepage/user-id/5546678) and welcome to the community,

Out of the box, you can't have such a report. Unfortunately Jira doesn't provide enough functionalities to be able to do that. If you want to have such a graph inside Jira, then 3rd party apps is your only hope.

Other than that you could export your issues to excel (1000 at a time) and process them there.

comments: author: ?? ??
body: Thank you for your answer.

\>then 3rd party apps is your only hope.  
Does it mean that 3rd apps can work with Jira? I want you to tell me how to do it.  
Or, Is there a way to get statistics for each ticket reporter in Jira Service Management?


author: Alex Koxaras _Relational_
body: Yes, of course they can. visit marketplace.atlassian.com


Tags: cloud

jira-service-management

jira-service-management-cloud
Step by step guide to install JIRA service management datacenter on own infrastructure
Asked by rahil vasaya:

I am new to JIRA and need help with the complete Jira Service Management Data Center installation. If there is any guide available, either text or video, please share it. Thank you in advance.

So far, we have arranged two servers: one for the application and another for the database.

I have downloaded **atlassian-servicedesk-5.17.0-x64.exe** from Atlassian website and I have the license key (SEN number) available with me.


Answers:
author: Alex Koxaras _Relational_
body: Hi [@rahil vasaya](/t5/user/viewprofilepage/user-id/5546653) and welcome to the community,

There is the official documentation here <https://confluence.atlassian.com/adminjiraserver/installing-jira-applications-on-windows-938846835.html>

Let me know if that helps.


author: Rilwan Ahmed
body: Hi [@rahil vasaya](/t5/user/viewprofilepage/user-id/5546653) ,

Welcome to the community !! Overall steps are

1. Download required JSM version
2. Setup Database
3. Generate License
4. Install JSM as described  
   For **windows** : <https://confluence.atlassian.com/adminjiraserver/installing-jira-applications-on-windows-938846835.html>  
   For **Linux** : <https://confluence.atlassian.com/adminjiraserver/installing-jira-applications-on-linux-938846841.html>
5. Configure Database to jira


author: rahil vasaya
body: Thank you both


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Can I hide the defualt value Raise this request on behalf of*(required)?
Asked by Mar Angelo L_ Tareno:

I need to hide the

"Raise this request on behalf of" default field I can't hide on request type,

is there possible way to hide it so the customer can't see it?


Answers:
author: Y Dang_Candylio
body: Hi [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

The field "Raise this request on behalf of" is available to agents who have permission "Modify reporter" to help customers who are unable to raise a requests on behalf of another customer.

This field is hide to customers. If you also want to hide it to agents, you should revoke the permission **Modify reporter** in project permission scheme:

Project Settings \> Permission Schemes \> Edit 'Modify Reporter' \> Select Admin or whoever.

I hope this helps!

Y Dang


Tags: cloud

cloud-automation

jira-service-management

jira-service-management-cloud
Another date question, this time lookupObects query
Asked by Ste404:

Hi,  

In an assets object I have Next Event (which is a date). I have Event Notification (a number).  

What I want to do is in a lookup objects return the events whose event date is within now and the event notification days.  

So this works.

"Event date" \< now(14d) and Status = "Active"  

BUT the 14d isn't a constant and I need that to be whatever the value is in the attribute.  

Is this possible?


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Ste404](/t5/user/viewprofilepage/user-id/4984517)

You need first of all to create an asset object field which will reference that specific object. Then you will be able to get its attribute and use smart values to add it to {{now}}.


author: Adolfo Casari
body: I believe you will have to do that using smartvalues in your rule. Just read all the objects (with status= Active) and filter out with those 2 parameters. See this:

<https://community.atlassian.com/t5/Jira-Service-Management/Increase-number-of-months-based-on-a-smart-value/qaq-p/2756707>


Tags: cloud

jira-service-management

jira-service-management-cloud
Filtered drop down in customer portal
Asked by Haseeb Khan:

I would like to add a field to the customer portal with drop down option but each portal needs to have different drop downs. Could someone point me towards documentation that can help me with this?


Answers:
author: Kristj?n Geir Mathiesen
body: Hi [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

If I understand you correctly, then Context is your best friend (and Bob your uncle!). You can create a different context for each Project with unique values yet use the same custom field.

<https://support.atlassian.com/jira-cloud-administration/docs/configure-custom-field-context/>

HTH,  
KGM


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to see Organizations in Service Management project
Asked by Vadim Gorelik:

So I am going off this article here

[Add an organization to a service project \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/)

The problem is that following the article, I do not see the Customers option in service project settings.  

(talking about this specifically:

1. From your service project, go to **Customers**.

2. Select **Add organizations**.

3. Add a new or existing organization by entering its name and selecting it in the dropdown.

4. Press**Add**.

)

I am a site admin and added myself explicitly as a project administrator to this specific project.

This is verified as a Jira Service Management project. It is Company-Managed (I am a Jira global admin). I had the option for agents to add organizations to projects turned on and then turned it off in Products - JSM - Configuration - Organization Management (no impact).

No matter what I do, I just do not see the "Customers" option anywhere.


Answers:
author: Vadim Gorelik
body: Sorry, nevermind. Figured it out.


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to clear an asset object attribute with Min set to 0
Asked by Josh Schoenick:

For my object type of "Device" once I set a value in a select box for attribute "Room", I get an error when I attempt to clear the value.

I have the Configure \> Cardinality set to Min 0, Max 1

Error: At least one value must be set.

I can't find a way around it.


Answers:
author: Liz Tanner
body: Hey [@Josh Schoenick](/t5/user/viewprofilepage/user-id/3679460), I think I found a solution to your clearing values issue. I saw something similar in the Jira Service Management Issues log a few days ago.

[Ticket: "Updating non-required attribute on an Assets object shows 'At least one value must be set' on the UI"](https://jira.atlassian.com/browse/JSDCLOUD-12711)

I gamble it's a reoffending bug since you have Premium/Site admin privileges, and I can't find an error in the workflow you've described.

Keeping an eye on this one, hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't remove knowledge base category
Asked by Alex Poller:

Hi all, I'm having trouble with categories on my Jira Service Management portal. Whenever I attempt to link a Confluence space, an old category I created keeps appearing on the portal, and I can't figure out how to get rid of it.  

Pretty sure I created this category in the JSM standalone knowledge base before linking a Confluence space. Now I have no way to delete it, either within my project settings or Confluence settings. It shows up no matter which Confluence space I attempt to link.


Answers:
author: Alex Poller
body: Found the setting - this was under the Knowledge Base *main* JSM landing page, not the *configuration* page, which I was used to going to.


author: Nicolas Grossi
body: [@Alex Poller](/t5/user/viewprofilepage/user-id/5518162) Welcome you might take a look at this thread: <https://support.atlassian.com/jira-service-management-cloud/docs/delete-a-knowledge-base-article-category/>

Nicolas

comments: author: Alex Poller
body: Hi [@Nicolas Grossi](/t5/user/viewprofilepage/user-id/676185), tried that unfortunately, but there is no delete option. This is the extent of what I can see on my knowledge base configuration page in JSM. No extra options appear in the left-hand sidebar either.  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/336201i4010CE9BC5C70B32/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud

knowledge-base
Customers unable to use the user selections in the portal
Asked by Devan Bretz:

Hey all,

Just today it seems customers are not able to create a request on behalf of anyone else and cannot use user selection fields. I triple checked the global permissions and the project permissions AND the customer permissions. Based on what I have seen, nothing should be prohibiting them from seeing these selections. Nothing changed from yesterday to today other than the fact the can no longer use those fields. Any thoughts?


Answers:
author: Adolfo Casari
body: That feature is available to Agents only, i.e., only agents can create tickets on behalf customers.


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding totals - purchase order request template
Asked by Nicole Hambel:

Is there a way to automatically populate the subtotal once all the total amounts are entered within this template?

![Capture.JPG 717.JPG](/t5/image/serverpage/image-id/336156i377615EC95E26BD9/image-size/large?v=v2&px=999 "Capture.JPG 717.JPG")


Answers:
author: Mikael Sandberg
body: Hi [@Nicole Hambel](/t5/user/viewprofilepage/user-id/5546410),

Welcome to Atlassian Community!

No, currently that is not possible since Forms do not have that feature. I would suggest that you use the Give feedback option to submit that as a feature request.


Tags: cloud

jira-service-management

jira-service-management-cloud
Fields on Screens Disappear on Issue view
Asked by Ersula Igori:

I have two screens applied to an issue type screen scheme. One screen covers the Create/View Issue Actions and the other for the Edit Issue Actions. On the edit issue action, I've removed some fields that I want to appear but not be editable.

For some reason, I've noticed that the fields that I've removed from the edit issue action screen, totally disappear on the issue view. I have to add them back to the edit issue screen, let it appear on the issue view, then remove it again.

It was my understanding that this is not the proper behavior for the screen schemes. I thought that you should configure your screens this way if you want to prevent editing. What am I doing wrong?

![Screenshot 2024-07-17 at 2.09.43?PM.png](/t5/image/serverpage/image-id/336154iAFD253B6B19AA8C3/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 2.09.43?PM.png")


Answers:
author: Trudy Claspill
body: Hello [@Ersula Igori](/t5/user/viewprofilepage/user-id/5293232)

As per [this documentation](https://support.atlassian.com/jira-cloud-administration/docs/manage-screen-schemes/), you are correct. Fields on the View screen but not on the Edit screen should be visible when viewing an issue.

Have you checked the More Fields panel below the Details panel on the right?

Is the field shown is the issue layout?

comments: author: Ersula Igori
body: Yes, I don't know if it's a bug or not but the field was not there a few minutes ago despite it being on the create/view issue actions.

When I added it back to the edit issue action, it appeared on the issue layout. I removed it from edit issue and so far, so good. It's there and not editable. I'll have to watch it to see if it disappears again.   

The field is "Region"

![Screenshot 2024-07-17 at 3.33.23?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/336182i0E168EA9FA29BB52/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 3.33.23?PM.png")


author: Nicolas Grossi
body: Al the fields listed on ESS HR Actions screen should appear on issue view mode.

Nicolas


Tags: cloud

jira-service-management

jira-service-management-cloud

screen

screen-scheme
How to use Smart Values continued with in the text of another field?
Asked by David Quiram:

We are using the Automation - Manual Trigger - User Input feature to allow the employee to quickly draft a pre-filled email and send it out to multiple parties as needed.

In the user input fields, we have a paragraph field setup with some canned data and the employee could just add the information required. Here is how that looks:

====

{{userInputs.Email Body}} :

Hello,

This is an automated update from the --- Department in regards to {{issue.summary}}.

\<USER INPUTS RELEVANT INFORMATION HERE\>

If you have any questions, please reach out to {{issue.assignee.displayName}} and reference {{issue.key}}.

Thank you,

====

Then in the automation I could use the email action and just put {{userInputs.Email Body}} into the body field of the email action and send it. The problem is that it just paste's the contents of the Email Body field as text and doesn't iterate over it again to process those included smart values.

Is this something that is possible? Are we going about this entirely the wrong way?

Thank you for your time and consideration,


Answers:
author: Kevin Patterson
body: Hi [@David Quiram](/t5/user/viewprofilepage/user-id/4501008)

If I understand you correctly it sounds like you are using a defeault value inside your manual trigger option that contains text and some smart values. Looking at your example text I might handle this in a slightly different way. Rather than having smartvalues contained inside of your canned data in the manual trigger why not have the send email action look something like this:

***Hello,***   

***This is an automated update from the --- Department in regards to {{issue.summary}}.***   

***{{userInputs.Email Body}}***   

***If you have any questions, please reach out to {{issue.assignee.displayName}} and reference {{issue.key}}.***   

***Thank you,***   

Using this method you only collect the custom text from the agent during the manual trigger prompt and then put it in the body of the send mail action. I'd be worried that an agent might have inadvertently delete a smart value or backspace over one of the brackets.

comments: author: David Quiram
body: I think this was the perfect example of not seeing the forest because of the trees... Thank you for this simple solution to my inside out implementation haha.


author: Kevin Patterson
body: No worries, sometimes all it takes is a fresh set of eyes.


author: Trudy Claspill
body: Hello [@David Quiram](/t5/user/viewprofilepage/user-id/4501008)

I don't think I am understanding the issue you are encountering. Can you provide an example of what you mean by "and doesn't iterate over it again to process those included smart values. "? What smart values are missing?

Can you show us the entire Automation Rule, please? Sometimes the problem is related to the context of the step, which we can't discern without seeing the entire rule.

And can you provide an example of the actual email content that is received?


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
JiraServiceDesk creating unintended alerts
Asked by Zac Wolff:

Recent Atlassian changes with the Opsgenie to Jira Service Management transition are impacting our production on-call processes. A second, duplicate alert is being created from JiraServiceDesk and is causing confusion in our environment.

Scenario

1. Zabbix source triggers an alert
   1. this is good and normal
2. Jira Alert (previously Opsgenie alert) is created - #1001
   1. this is good and normal
3. Jira \[System\] Problem is created - AB-10003  
   1. this is good and normal
4. A Duplicate Jira Alert (previously Opsgenie alert) is created - #1002
   1. this is not good and confusing

Is there a new setting that I need to disable or something with the recent changes?


Answers:
author: Zac Wolff
body: I think I found the problem within my Jira Service Management integration in Opsgenie (which is now also a Sync within Jira Service Management \[alerts\])

It seems like some of the tagging (labeling) had changed and double alerts were being created

After reviewing I removed Create Alerts from the Incoming rules as it doesn't fit our workflows

Tentatively resolved..?


author: Kevin Patterson
body: Hi [@Zac Wolff](/t5/user/viewprofilepage/user-id/2014074)

Is the Duplicate alert (#1002) being created a Responder Alert?

I've seen similar behavior when an alert from a monitoring tool triggers an Incident in JSM where the associated service to the incident has a responders or Service Owners defined on the service.

comments: author: Zac Wolff
body: I'm not sure.

Seeing this in Alert's Activity log, first entry

11:01 JiraServiceDesk SYSTEM  
Alert created via JiraServiceDesk\[AB-Create Alert\]


Tags: cloud

jira-service-management

jira-service-management-cloud

opsgenie
how we can set SlA?
Asked by IT Support:

We wanted to know how we can set SLA, what is the exact meaning of time to first response and time to resolution, do we need create different SLA for single project or we can set it in a single goal.


Answers:
author: Mikael Sandberg
body: Hi [@IT Support](/t5/user/viewprofilepage/user-id/5546065),

Welcome to Atlassian Community!

SLAs are project specific and Time to first response is just that, the amount of time you want an agent to respond to the request from the time the customer submits it. The default is 2 hours for incidents and 4 hours for service requests. Time to resolution is the amount of time it should normally take to resolve the request.


author: Joseph Chung Yin
body: [@IT Support](/t5/user/viewprofilepage/user-id/5546065)

Welcome to the community. SLA configuration is at the individual project level and it is not shared among projects. When a JSM project is provisioned, it will come with a default SLA setup.

Please refer to the following reference link on SLA configuration -

<https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/>

Hope this also helps.

Best, Joseph Chung Yin


author: Vitaly_Berezovsky_SaaSJet
body: Hi [@IT Support](/t5/user/viewprofilepage/user-id/5546065)

Based on your query, I recommend checking out this article: [5 Tips for Getting the Fastest Response Based on SLAs in Jira](https://community.atlassian.com/t5/App-Central/5-Tips-for-Getting-the-Fastest-Response-Based-on-SLAs-in-Jira/ba-p/2751574?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_how-we-can-set-SlA_20240721). It provides valuable tips on setting and optimizing SLAs in Jira to ensure the fastest response times.


Tags: cloud

jira-service-management

jira-service-management-cloud