youngmon/atlassian-qna huggingface dataset:
User tier and billing question
Asked by Becky LeBlanc:

If we purchase a block of 50 users now and then in 3 months purchase a block of 200, is the cost of the original 50 taken into account so we pay the discounted amount? - regarding annual payment for cloud.


Answers:
author: Nic Brough -Adaptavist-
body: Your existing user licences will be taken into account.

But you don't buy them in blocks, access is done in tiers. You won't be adding 200 users, you will be increasing the tier from 50 to 300 (for 250 users, there is no tier there, it's 200 and 300).

comments: author: Becky LeBlanc
body: Thank you !!


author: Becky LeBlanc
body: [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) - thank you.

So, when we move to the block of 300, is the price the 300 price added onto the 50? Or do they retroactively reduce the total amount, so we just pay the lower cost of the 300?


author: Nic Brough -Adaptavist-
body: No, the 50 is taken into account as you've paid for them already. The price you will pay for 300 is the same as if you'd bought new, but you've already been paying for 50.


Tags: account

atl-cloudmisc

atlassian-support
Updating email
Asked by Sunil Kumar:

Hi,

I want to update my email ID. I am unable to do so. Let me know, how I can get it done.

Regards,

Sunil

Sunil.kumar@clcs.Conduent.com


Answers:
author: Alana Fernando
body: [@Sunil Kumar](/t5/user/viewprofilepage/user-id/1410827), May I know in what account do you want to change your email?


author: Yogesh Mude
body: Hi [@Sunil Kumar](/t5/user/viewprofilepage/user-id/1410827),

Login with your current account and then click on View profile and then choose

Edit profile --\> personal.

Please refer the below screenshot for the same..

![email.png](https://community.atlassian.com/t5/image/serverpage/image-id/22608iB2D8D1D79D6E22B6/image-size/large?v=v2&px=999 "email.png")


author: Ollie Guan
body: ![mana.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/22607i6DD2D09E3C1FD8FF/image-size/large?v=v2&px=999 "mana.jpg")


Tags: account

atlassian-support
Maintenance
Asked by Imed Inoubli:

good morning

i would like to ask about the software maintenance :

what is included and for major cases what is the level of respond from the support team ?

thank you


Answers:
author: Nic Brough -Adaptavist-
body: See <https://confluence.atlassian.com/support/support-response-slas-277250944.html>


author: Imed Inoubli
body: thank you Nic


author: Imed Inoubli
body: i would like to ask about the software maintenance :

what is included and for major cases what is the level of respond from the support team ?

thank you


Tags: account

atlassian-support
How do I see a list of my Questions and Discussions in the Atlassian Community site?
Asked by Chris Flynn:

When I go to my profile I can see a list of all the activity on my questions and discussions, but I want to see a simple list of all the discussions or questions I've posted to the community. Sometimes one of my questions could have enough activity on it that it pushes other topics to another page and I have to do a lot of searching just to make sure I've followed up on all of my topics. This seems like a pretty basic feature, but I cannot figure out how to view it.


Answers:
author: Andy Heinzer
body: Hi Chris,

This feature does not currently exist on the site to the best of my knowledge. However I agree, this would be really nice to have. As such I created a suggestion ticket in the Community project on JAC: <https://jira.atlassian.com/browse/COMMUNITY-3493>

I would recommend watching and voting on this issue. I think that this would help users of the site find their own content much more easily.

Regards,

Andy

comments: author: Chris Flynn
body: That is great, I voted for the improvement! Thank you very much for your help.


Tags: community

feedback
Base URL name change for cloud: workaround
Asked by yellomatik _:

Hello.  
Need any workaround for cloud.  
Anybody tried and succeed?![1.PNG](/t5/image/serverpage/image-id/21324i6983E6F6C584E290/image-size/large?v=v2&px=999 "1.PNG")


Answers:
author: Nic Brough -Adaptavist-
body: Some have tried proxies with complex rewrites, but in the end, people still end up landing on (and needing) the base url as it is. So no, you will need to wait until Atlassian implement something that allows the url to change.

comments: author: yellomatik _
body: Thanx for the reply.  
Do hope they will manage to do this, assume this feature is in demand for cloud users.


Tags: account

atl-cloudmisc

base-url
Support Entitlement Number (SEN).
Asked by jira:

Support Entitlement Number (SEN).

How to findout SEN?


Answers:
author: Manon Soubies-Camy
body: Hello [@jira](/t5/user/viewprofilepage/user-id/1296984),

[This page](https://confluence.atlassian.com/support/how-to-find-your-support-entitlement-number-sen-229840018.html) will help you find your SEN.

Hope this helps,

- Manon


Tags: account
add user in thge cloud (new looks)
Asked by Marcel:

If I follow the steps and click the hamburger menu, there is no option to create a user from there. So the manual doesn't seem up to date and how to add users, and I'm out of ways to try.


Answers:
author: Shannon S
body: Marcel,

The method to create user won't be in the hamburger menu. You need to go to Site administration. You should be in the site-admins group to do this.

Have a look here:

* [Invite, edit, and remove users](https://confluence.atlassian.com/cloud/invite-edit-and-remove-users-744721624.html)

Let us know if you have any trouble.

Regards,

Shannon

comments: author: Marcel
body: Great answer thanks. 10 stars...

And I just recieved an email to vote for this answer, but the voting option, as suggested in the email, is nowhere to be found. Or well hidden....  

I looked for add user in the documentation, but always see something of an olkder version (ie: not cloud), and when I click on cloud, it switches to the front of the cloud documentation, which is totally worthless. :-(  

<br />


author: Shannon S
body: Hi Marcel,

The vote option is the up arrow here:

![Screen Shot 2018-05-04 at 1.01.45 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/21316i780EAC264BD5E4B4/image-dimensions/224x234?v=v2 "Screen Shot 2018-05-04 at 1.01.45 PM.png")

When I want to look for articles specific to Confluence Cloud, I include those words with the document I need in Google.

It can be that when you click on the 'Cloud' option if the exactly named article doesn't exist for Cloud, it will just take you to the main documentation page. That means that the article that contains the data you need is called something different for the Cloud version.

I hope that clarifies things. Let me know if you have any questions!

Regards,

Shannon


Tags: account

atl-cloudmisc

cloud
Having a problem getting our domain verified?
Asked by Oscar Young:

Hi,

I am having a problem getting out domain verified? I have creating a TXT record in on DNS server with the provided information and I have also uploaded the .html file to our root folder directory on our domain web server. I have started the process on Thursday April 19th and according to your documentation it states that the process can take up to 72 hours or maybe sooner. Can you provide any insight on why the domain has not been verified?


Answers:
author: Shannon S
body: Oscar,

Our Cloud team will need to take a look at this for you, so I made a ticket in our support queue.

You'll receive the ticket number in your email. On that ticket, can you please confirm your Cloud URL as well as your timezone so we can make sure the right team is supporting you?

Thank you!

Shannon


Tags: account

atl-cloudmisc

cloud
How to Contact the mail administrator to whitelist the domain mailer.atlassian.com
Asked by Vijayakumar Krishnasamy:

I am not receiving verification emails from Atlassian, and the help site suggests that i should contact the mail admin to whitelist the domain mailer.atlassian.com. The question is how do i contact the mail admin.


Answers:
author: Nic Brough -Adaptavist-
body: We can't tell you how you would contact your mail admin - we know less about your email systems than you do.


author: Vijayakumar Krishnasamy
body: Thanks Shannon, i got a workaround and here are the steps, just in case it helps others as well:

1) Click on Cant log in, and give the Academy email id as the recovery email id

2) Reset the password using the recovery email sent to the email id

comments: author: Shannon S
body: Hi Vijayakumar,

This uses the same method as the original verification does, so if you got those and not the first one it just means that your email server either blocked the emails or moved them to a spam folder.

At any rate, I'm glad you were able to log in, using that method! It may not work for everyone if the emails were truly not sent from our servers.

Take care, and have a pleasant week.

Shannon


author: Shannon S
body: Hi Vijayakumar,

Nic's right, but there might be another solution. If, when you added the user or triggered the email, your mail server responds to us with "550 User Not Found" then that email address gets blocked from further emails since the mail server essentially told us it doesn't exist.

Support can check our logs for the specific email address and let you know if it's been blocked. We can also remove the block.

If you want to check this first, please raise a ticket at [support.atlassian.com](https://support.atlassian.com/contact/#/) and we can have a look for you.

Regards,

Shannon


Tags: account

atlassian-support
Who do i send our DPA contract to?
Asked by Paul Cartwright:

Hello, we need all cloud data processors to sign up to a DPA contract as part of GDPR.

Who would be the best person at atlassian to send this to?


Answers:
author: Shannon S
body: Hi Paul,

Per our [Privacy Page](https://www.atlassian.com/legal/privacy-policy), I would recommend reaching out via the email address listed here:

[privacy@atlassian.com](mailto:privacy@atlassian.com)

Let me know if you have any questions about that!

Shannon


Tags: account

atl-cloudmisc

cloud
Tablero scrum
Asked by Alma Leonor Arista Herrera:

Hola, que tal, tengo varios proyectos, cada proyecto tiene est? configurado en scrum, por sprint, al querer completar el sprint, me indica que tengo todas las incidencias abiertas, siendo que est?n en fase del proceso completadas. Ya revisa mi diagrama de flujo, las transiciones y no me termina el sprint porque las tengo abiertas, la opci?n que me da es enviar todas las incidencias al Backlog. ?Obviamente quiero cerrar el sprint y no me da opci?n, que debo hacer? Gracias


Answers:
author: Trudy Claspill
body: Hola [@Alma Leonor Arista Herrera](/t5/user/viewprofilepage/user-id/5591323) ,

Bienvenido a la comunidad Atlassian.

Para un tablero de scrum, solo los problemas en la columna m?s a la derecha se considerar?n "completos" al final del sprint. ?Est?n todos los problemas en la columna m?s a la derecha?

Si un problema tiene subtareas que no est?n completas, ese problema tambi?n se considerar? incompleto. ?Los problemas tienen subtareas incompletas?

---

Hello,

Welcome to the Atlassian community.

For a scrum board only the issues in the column farthest to the right will be considered "complete" at the end of the sprint. Are the issues all in the column farthest to the right?

If an issue has subtasks that are not complete then that issue will also be considered incomplete. Do the issues have incomplete subtasks?
> scrum board
>
> Hello, how are you, I have several projects, each project is configured in scrum, by sprint, when I want to complete the sprint, it tells me that I have all the incidents open, and that they are in the completed phase of the process. It already reviews my flowchart, the transitions and the sprint does not end because I have them open, the option it gives me is to send all the incidents to the Backlog. Obviously I want to close the sprint and I don't have a choice, what should I do? Thank you


Tags: cloud

jira-cloud
Missing timeline bars in Jira Plan
Asked by Josh Peck:

I have a scrum board set up with epics and stories. The stories are assigned to sprints. If I look at the timeline view on this board, I can see the timeline bars represented just fine for the planned stories.

I have also set up a Plan board (Jira Premium). The timeline bars do not show up in this view for stories in sprints UNLESS they have a start and end date.

Jira Documentation claims that auto scheduling the board will cause stories without dates assigned to show up. However, when selecting these stories for auto scheduling, nothing happens.

I do not want to have to apply begin/end dates to every story. Is there a way to get the Jira Plan board to pick up the sprint dates for planned stories?


Answers:
author: Kit Friend
body: [@Josh Peck](/t5/user/viewprofilepage/user-id/5591304) there is but there's a slightly painful step required in that for Jira Plans to show your items in sprints properly you need to:

- Setup a Team in Jira Plans and link that to your board as an issue source: see [here](https://support.atlassian.com/jira-software-cloud/docs/create-and-add-teams-in-advanced-roadmaps/)

- Tag all tickets in your board to that team (you can automate this - see [here](https://community.atlassian.com/t5/Jira-questions/Jira-automation-to-assign-Team-on-a-jira/qaq-p/1756737))

- make sure the scheduling config matches your estimation approach of choice

Once you've done that, the sprint capacity view in Plans and scheduling should start to work.

comments: author: Josh Peck
body: Thanks for the suggestions and links. I attempted the above and still could not get any timebars to show up on any of the timelines in any of the views.

I'm not sure why this is not a feature out of the box, but in the given state, the tool is not providing any value and I will likely not invest in Premium. If someone from Atlassian would like to contact me to try and work through it, that would be great.


Tags: cloud

jira-cloud

plan

planning-board
Exporting from Jira to Google Sheets comes empty
Asked by Manuela Gomes:

Hello! When I try to export my Issues Searchs to the App option Google Sheets, it's coming with a empty sheet, even though the filter has 1000+ issues showing in Jira.  
And with the last tentativ it showed the error :  
Error ID: b9536e75-4833-40d0-8e87-9e5e21a1e4e2  

So at first it was opening like this: with error messages and the tab "Your jira issues" empty.  
And now it doesn't even creates the sheet and goes straight to that Erro ID message.  

PS: my Jira Cloud for Sheets Extension also doesn't work anymore (not connectin to my Jira URL), and it was working last week just fine.  

Can someone help me?  

![Captura de tela 2024-09-12 180206.png](/t5/image/serverpage/image-id/347226iE1E89BAC49F6D89A/image-size/large?v=v2&px=999 "Captura de tela 2024-09-12 180206.png")  


Answers:
author: MobilityStream
body: Hi [@Manuela Gomes](/t5/user/viewprofilepage/user-id/5591319) ,

As [@Aron Gombas _Midori_](/t5/user/viewprofilepage/user-id/502447) mentioned, these and similar problems are common. Atlassian transitioned Jira Cloud for Sheets to maintenance mode, with enhancements discontinued, in summer of 2022 (background [here](https://mobilitystream.com/why-move-from-free-app-jira-cloud-for-sheets-to-paid-google-sheets-integration/)). This has resulted in many user-reported issues and increased system unreliability. The user community is full of post by users that lose connectivity, see frequent errors (503 and others), experience various data issues (duplication, missing data, etc.) If reliable exports are important to your business, we recommend to try our [Google Sheet Integration](https://marketplace.atlassian.com/apps/1216313/google-sheets-integration) add-on. It works fundamentally different by exporting directly out of Jira via API calls. It is much more reliable and used by the largest organizations. Exports can be one-time, scheduled, or real-time You can also export much richer data to create more sophisticated reports (Assets, Changelogs, Projects, Sprints, Users, etc.). Everything directly controlled within Jira. Give it a try.

Kind regards,

The Mobility Team


author: Aron Gombas _Midori_
body: These temporary problems around the session are well known.

Other users log out, then re-login, or remove the extension and re-add it and most of the time the integration will start working again.

You can also try the [Better Excel Exporter](https://marketplace.atlassian.com/apps/1212652/better-excel-exporter-for-jira?hosting=cloud&tab=overview) app temporarily, as it doesn't rely on any sort of session and it is stable.

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


Tags: cloud

export

google-sheets

jira-cloud

jira-cloud-for-sheets
Jira board that references no project, user unable to start/stop sprints
Asked by David Whitlock:

I am a JIra Admin a jira board was configured with a filter similar to this:

assignee in (user1, user 2, user3) order by rank

This board will pull in issues from many different projects

Because this filter does not reference a project, it seems that a Scrum Master can not start and stop sprints in this board, I seem to be the only person that can do so. Is there a way to assign permissions to a scrum master to handle this board


Answers:
author: Morgan DUBUISSON
body: Hello,

The issue you're encountering is expected behavior due to the way Jira handles permissions across multiple projects. Since your board's filter pulls issues from various projects without specifying one, the **Scrum Master** cannot start or stop sprints because they might not have the **Manage Sprints** permission for all the projects referenced by the board's filter. Jira requires this permission for every project involved in the board's scope in order to manage sprints.

To resolve this, there are a few options:

1. **Ensure the Scrum Master has the "Manage Sprints" permission** across all the projects that are part of the board's filter. This will allow them to start and stop sprints.
2. **Modify the board filter** to limit it to projects where the Scrum Master has the necessary permissions.

I hope this helps clarify the situation! Let me know if you need further assistance.

Best regards.

comments: author: Trudy Claspill
body: Adding to this...

The results of the filter may end up with issues from only a small number of projects where the Scrum Master has the necessary permissions, but Jira is not evaluating permissions based on the projects from which results are obtained.

When projects are not explicitly declared in the filter Jira will require the user have the necessary permissions in **absolutely all** projects in Jira.

If you know that the Assignees will only be used in a few projects then you can add those projects to the filter and ensure that the scrum master has the necessary permissions in that smaller set of projects.


author: Nicketa
body: Make sure, the scrum master has been added to all those projects with browse issue permission as well as manage issue permission.

if scrum master is not in all projects, they'll not be able to see all issues assigned to those people. They can only see issues in the project where they have permission.

But the question is, why anyone would have this kind of filter for boards (scrum or kanban). If idea is to track all issues assigned to particular person or group, they can use Dashboards with this filter. Even they can use quick filters in a board based on assignee. For Scrum, they can use more relevant filter related to project only.


Tags: data-center

jira-data-center

jira-server

server
Clone's automation, clone two times
Asked by Viviane da Silva Moreira:

Hello!!

A rule was created to clone issue and move sequentially to To Do to done, however when doing this two issues are cloned but only one should be cloned.

Thanks!!


Answers:
author: Aaron Pavez _ServiceRocket_
body: Hi [@Viviane da Silva Moreira](/t5/user/viewprofilepage/user-id/5319859)

To better understand the automation please send us:

- A full screenshot of the whole automation and the steps (actions)

Regards

Aaron

comments: author: Viviane da Silva Moreira
body: Hello Aaron!!

This is my automation ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/347788i9B923A201FD0B8B8/image-size/large?v=v2&px=999 "image.png")


author: Aaron Pavez _ServiceRocket_
body: Hi [@Viviane da Silva Moreira](/t5/user/viewprofilepage/user-id/5319859)

Thanks for the screenshot. Ive tested this and it only clones once and it doesn't link as you need.

This is due to the BRANCH and the automation might be project automation instead of global?

Please try this:

- Delete the branch and link issue

- use the CLONE ISSUE and add the linked issue there:

![2024-09-17 16_48_17-Audit log - Automation - CaseSF - Jira ? Mozilla Firefox.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/347839i62021C1AC2C9AAE0/image-size/large?v=v2&px=999 "2024-09-17 16_48_17-Audit log - Automation - CaseSF - Jira ? Mozilla Firefox.jpg")

- Can you check the audit log and send us a screenshot for the double cloning?

Do you have another rule running that might be cloning? a post function?

Regards

Aaron


Tags: cloud

jira-cloud
Building an Assets schema - Looking for how others have dealt with the assignment field
Asked by Michael Frade:

Building an Assets schema - Looking for how others have dealt with the assignment field.

For example, you have a laptop object type and assigned to: is an attribute of laptop. Is it better to have assigned to as a User type or an Object type that references a People schema?

Wondering pros and cons on each path.

TYIA


Answers:
author: Kai Becker
body: Hi [@Michael Frade](/t5/user/viewprofilepage/user-id/5420486)

thank you for your question.

Usually the assignment will be used to identify the hardware and make it selectable in e.g. a customer portal. This is slightly easier in terms of AQL for the custom field configuration when having direct access to the attribute. But the extra link to a user object which then contains the user as an attribute is also feasible.

When it comes to sharing information between two or more schemas, I would tend to create separate user objects. This makes sense for example if you would like to add more data to a user, like software assignments, roles, working hours or anything else that might be located in an extra HR scheme.

Hopefully that helps.


author: Robert Nadon
body: I prefer to do the later. That way all users are associated to the same scheme., espcially if you want to import from say LDAP.


Tags: assets

cloud

jira-cloud