youngmon/atlassian-qna huggingface dataset:
Multiple Field Selection to other field
Asked by TD:

I have a field (field A) that holds multiple selections and field B that holds the same list but is a multi group selector. What happens, is I have an automated task that changes field B to the same selection that was selected in field A.

The problem is, when field A has more than 1 selection it does set both selections in field B. Field B is not available for users to select during ticketing creation. It always sets it to "Hidden" and requires setting the group before hand.

How can I allow 1 and/or multiple selections from field A to be set in field B?


Answers:
author: TD
body: I figured it out but my solution may not work for most individuals who have 100+ multiple groups.

Fields:

Group = Group Picker (multiple group selection) \<- this field is naturally hidden from the customer portal

Group Selection = Select List (multiple choice)

I had to create a separate multi selection filed in which I manually put in the names of my groups. Customers will see the "Group Selection" field in the customer portal. From there they can select as many groups as are listed.

Within the Automated settings I created the following automation rule:

Trigger = Field value changed

-\>Fields to monitor for changes "Group Selection"

-\>For "Create Issue", "Edit Issue", "Transition Issue" or "Assign Issue"

Then: Edit Issue Fields = Choose Fields to Set "Group"

-\>Group "{{customfield_10408.Value}}

The custom value will allow multiple groups to be set within the ticket. Now with my Group field populated I can set filters and ticket assignments based off of those groups. The issue is, if I were to get or remove groups I would have to update two values: the group itself in User Management and the customfield_10408 selection field.

I also selected all of the values ("Create Issue", "Edit Issue", "Transition Issue" or "Assign Issue") so if a manager needs to change which group gets assigned (assuming customer was wrong in their selection) it will automatically update the Group field as well. This way, any other automated rules or filters made that rely on the Group field will not be disrupted.

comments: author: John Funk
body: This sounds good TD. Can you share a screenshot of the actual rule?


Tags: cloud

jira-service-management

jira-service-management-cloud
Some questions about the email channel receiving issue tickets
Asked by IGSL-HamletCHIU:

Our client have some questions about the email channel receiving issue tickets:

* Is there any difference handling for our developer using IMAP or POP to setup the email channel?
* Is the attachment received encrypted? Is there limit of size of attachment? Where to store?
* Can we push attachment to the issue tickets by API
* When the issue tickets created, the email would be disappeared from mailbox. Can we review the email content again? Would it be stored in JSM database?
* How JSM trace the relationship of the new received email and the issue ticket while adding comments to old issue ticket? Is there any ID mounting the email and ticket?

Is the mechanism of email channel is similar to JSM Cloud which describe in this document? If yes, I will refer to this document also.

<https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/>


Answers:
author: IGSL-HamletCHIU
body: Is the mechanism of email channel is similar to JSM Cloud which describe in this document? If yes, I will refer to this document.

<https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/>


Tags: data-center

jira-service-management

jira-service-management-data-center
Attaching documents to a ticket, based on keywords
Asked by Dan Snell:

Is it possible to automatically attach documents to a Jira ticket based on key words?

Eg, a ticket is created with a subject (or even in the body) with "Error code 1234"

Is it possible to have a keyword lookup, via Confluence?, that would attach the KB article for "error code 1234" to that ticket.

I know there is a knowledge base lookup option when creating tickets via the portal, but im more thinking along the lines of automated tickets, for when a ticket is created based on an email alert.


Answers:
author: Joseph Chung Yin
body: [@Dan Snell](/t5/user/viewprofilepage/user-id/5469606) -

Welcome to the community. Unfortunately, I don't not believe it is possible via automation especially conducting search against issue summary and description fields content. Furthermore your KB articles are simply stored in Confluence where you are accessing them via the article URLs (not the actual physical document) for attachment usage.

Typically, when issue is created that agents will be assigned with the case, and then he/she will process the issues and provide the needed support.

However, you may want to take a look at the newly introduced feature from Atlassian "AI-powered virtual agent" which can assist your team on issue management for your customers -

<https://www.atlassian.com/software/jira/service-management/features/itsm/virtual-agent>

Hope this helps.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM unlicensing an Agent
Asked by Nick Bazzi:

How do I un-license the Atlassian account owner from being an Agent of Jira Service Management and therefore this user should not be counted as an agent? I tried in user management but it is grayed out there. see attached:

![CClic.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/316449iB1384C400A034807/image-dimensions/313x372?v=v2 "CClic.jpg")


Answers:
author: Nick Bazzi
body: Hey John, thank you for your reply. The JSM permission was grayed for this user. was not able to click it to turn off the permission. He was counted against JSM users. I did figure it out and I removed his access as org Admin as well as Site Admin, after this his permissions on the user screen for the products are enabled and I was able to turn off his JSM Agent permission. He still has access to the product as a user but not as an Agent. That is how I was able to solve the issue.


author: John Funk
body: Hi NIck,

Do you have Site Administrator and/or Org Admin permissions for the site/product?

Also, what happens if you click on it? Does it turn it on? If so, that would mean he is not actually an Agent right now.

If you go to the group, jira-servicedesk-users, is he in that group? If not, he is not an Agent and is not being charged for a license.

comments: author: John Funk
body: Very good - thanks for the update.


author: Nick Bazzi
body: this is the same person who asked the question above. I am providing more info to help understand the question above. When I go to user management, I cannot turn off his JSM - agent because it is grayed out.

![CClic.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/316448i1442033FC26580B4/image-dimensions/213x253?v=v2 "CClic.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to apply an automation to color a field (Due date) when 30 days till it reaches date?
Asked by Frank Collazo:

I have several date fields in Assets that I would like to apply an automated rule to change the color the closer that date gets to say the due date?

I'm on a DoD network so third party apps are not an option,


Answers:
author: Joseph Chung Yin
body: [@Frank Collazo](/t5/user/viewprofilepage/user-id/5109222) -

I am not clear on what you meant by "Changing the color" for Assets schema objects question, please provide further information.

Looking at your ask on the surface, are you referring to the color of Statuses? If so, I don't believe that you can change the color of the defined status in the schema via automation rule. However you can change the status that is associated with your Assets schema objects.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Frank Collazo
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) This is not a status field/attribute. I have an object type of certifications and my expiration date is set and coming within 90, 60 and 30 days of expiration. My intent is to provide a color for each 90 = yellow 60 = light red and 30 dark red the close that expiration date gets. Attribute is "Security + ce" and Expiration Date "08/Feb/26" when todays date gets closer to this date I'm trying to color code for the 90, 60 and 30 days. Hope this helps

![Capture.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/316445i3593EDA1F1F14E3D/image-size/large?v=v2&px=999 "Capture.JPG")


author: Joseph Chung Yin
body: [@Frank Collazo](/t5/user/viewprofilepage/user-id/5109222) -

I don't believe in Asset Schema object's attribute the one can apply coloring based on my knowledge of Assets Schema configuration.

If you are referring to the JSM issue field, then there is no setup to apply field level coloring out of the box.

Sorry.

Best, Joseph


author: Joseph Chung Yin
body: [@Frank Collazo](/t5/user/viewprofilepage/user-id/5109222) -

You may want to reach out to Atlassian Support (<https://support.atlassian.com>) for further assistance if needed.

So, if my information helped you, please click on Accept answer when you have a chance.

Again, sorry.

Best, Joseph


Tags: data-center

jira-service-management

jira-service-management-data-center
Restrict editing of an issue once it's passed thru a specific transition
Asked by Kiranmayi Yalamanchi _eCloud Labs Inc_:

Hi,  

Can we restrict editing of an issue once it's passed thru a specific transition in JSM (cloud)?  

Our flow has these states  

Waiting for review ----\> Submitted for changes ---\> Changes Approval  

Once the Reporter finishes the necessary edits (while on the status **Submitted for changes** ),  
they move the ticket to '**Changes Approval** '.  

After this transition they shouldn't be able to edit the ticket.  

--

Thanks.


Answers:
author: Joseph Chung Yin
body: [@Kiranmayi Yalamanchi _eCloud Labs Inc_](/t5/user/viewprofilepage/user-id/5216552) -

To supplement what [@Gikku](/t5/user/viewprofilepage/user-id/3574315) suggested, you can add the properties for a specific status (steps in a WF) to lockdown issue editing functionality to users. However, you need to essentially still allow (i.e. project administrator role members to retain the right to edit the issue), otherwise no one can edit the issues anymore.

Example setup -

![2024-04-04_13-25-00.png](https://community.atlassian.com/t5/image/serverpage/image-id/316443iCA93222AA203B9AA/image-size/large?v=v2&px=999 "2024-04-04_13-25-00.png")

Hope this helps. If it answered your question, please click on Accept answer when you have a chance.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Kiranmayi Yalamanchi _eCloud Labs Inc_
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)   
Perfect!! it worked! Thanks so much for your detailed explanation!  
Truly appreciate the help.


author: Gikku
body: [@Kiranmayi Yalamanchi _eCloud Labs Inc_](/t5/user/viewprofilepage/user-id/5216552) Use the workflow property 'jira.issue.editable' = false for the status 'Changes Approval'.

You can find the details [here.](https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/)

Follow [Add a workflow property](https://support.atlassian.com/jira-cloud-administration/docs/add-a-workflow-property/) to add the propert to the workflow status (not transition).

comments: author: Kiranmayi Yalamanchi _eCloud Labs Inc_
body: Thank you, [@Gikku](/t5/user/viewprofilepage/user-id/3574315)


Tags: cloud

jira-service-management

jira-service-management-cloud
(Rephrased in a new post) Seeking Advice: Best Practices for Documentation
Asked by Lance Waldrop:

I reworded this question here in a new post. See comment.


Answers:
author: Lance Waldrop
body: [https://community.atlassian.com/t5/Jira-Service-Management/Is-it-possible-to-have-a-JSM-knowledge-base-that-is-private-to/qaq-p/2667196?utm_source=dm\&utm_medium=unpaid-social\&utm_campaign=P:online\*O:community\*I:social_share\*](https://community.atlassian.com/t5/Jira-Service-Management/Is-it-possible-to-have-a-JSM-knowledge-base-that-is-private-to/qaq-p/2667196?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*)


Tags: cloud

jira-service-management

jira-service-management-cloud
Unique customer portal for each Service Management Project
Asked by Shaun McGuire:

I know you can have multiple portals within a single Service Management cloud instance, one for each separate service management project.

I need to find a way to restrict what portals show up on the main portal page - in essence I don't want all users to see all portals.

is this possible? How would I implement such a thing?


Answers:
author: Jehan Bhathena
body: Hi [@Shaun McGuire](/t5/user/viewprofilepage/user-id/4276881)

You need to navigate to the Portal View for your site,

The Right side should show you a "Customize" Option, Edit home page, and uncheck the Eye icon next to the project you don't want shown to the others.

Reference : <https://support.atlassian.com/jira-service-management-cloud/docs/hide-portals-from-your-help-center/>


author: Gikku
body: [@Shaun McGuire](/t5/user/viewprofilepage/user-id/4276881) You can follow [Set up and manage portal access](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/) to select the option 'restricted access to existing customers who are explicitly added to the service project' so that only the users that you are adding to the project as 'Servicedesk customers' will have access to the portal and see it from the main page.


Tags: cloud

jira-service-management

jira-service-management-cloud
Enabling unknown external users to make requests via a service desk portal
Asked by Shaun McGuire:

I have a use case where I need to enable external users (who we will NOT know who they are ahead of time) to create requests for assistance in a Jira service desk portal. These requests will ask for a couple of pieces of information, but primarily be used to upload attachments (i.e. video files).

I also have other Service Desk projects that I do NOT want the external users to see or enter requests for.

Is this possible?

What is the actual flow of a "new" external user going to Jira service desk portal and has NOT been previously added as a customer, not has their email domain - this will all me random and unknown?


Answers:
author: Jehan Bhathena
body: Hi [@Shaun McGuire](/t5/user/viewprofilepage/user-id/4276881)

Do you want Anonymous Tickets? Or do you want the "External user" Automatically added as a customer so that they can manage their own tickets?

What is the use case you're trying to achieve since the initial line doesn't quite grant us a lot of info.

Perhaps you can mention the below info please:

\* What information will u take from the external users?

\* Will the above created ticket need thr identity of the user who created them?

comments: author: Shaun McGuire
body: Anonymous might work. I don't want to fill up by atlassian user list with a bunch of random people. This service request is to upload data files and that's it. The external user goes to the portal, fills out a request, adds data files to upload, and submits. Nothing else is needed from Jira after that.


Tags: cloud

jira-service-management

jira-service-management-cloud
Item n?o est? vis?vel - Altera??es Salvas
Asked by Valderei Antunes dos Santos:

Prezados, preciso de um apoio.

Fiz alguma altera??o no meu portal, onde controlo os chamados internos e gosto do formato painel, por?m, meus issues n?o s?o mais exibidos l?, aparecem apenas nas filas.

J? li algumas coisas, mas nada que resolvesse o problema.

Abaixo segue imagem que aparece ap?s o item ser adicionado.

Obrigado.

![Issue.png](/t5/image/serverpage/image-id/316403iF7122FEDCA0E5E50/image-size/large?v=v2&px=999 "Issue.png")


Answers:
author: Trudy Claspill
body: Ol?,

Bem-vindo ? comunidade Atlassiana.

Voc? pode fornecer uma imagem da tela onde os problemas n?o est?o mais sendo exibidos?

---

Hello,

Welcome to the Atlassian community.

Can you provide a screen image of the screen where the issues are no longer displaying?

> Item is not visible - Saved Changes
>
> Dear all, I need some support.
>
> I made some changes to my portal, where I control internal tickets and I like the panel format, however, my issues are no longer displayed there, they only appear in the queues.
>
> I've read a few things, but nothing that solved the problem.
>
> Below is the image that appears after the item is added.
>
> Thanks.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can you manually adjust SLAs?
Asked by George Bliss:

Hello,

For the first response SLA, we have a service that picks tickets up outside of working hours and then rings one of our engineers to investigate the issue. Sometimes, the SLA in Jira is not accurate because we do meet most SLAs but the engineer may have been slower changing the status on the ticket.

Is is possible to manually adjust the SLAs if it was wrong for instance or doesn't show the true picture?

Thanks,

George


Answers:
author: Zoey Wang
body: Hi [@George Bliss](/t5/user/viewprofilepage/user-id/4134617)

I am afraid not. Regarding the situation "the engineer may have been slower changing the status on the ticket.", is that an individual or a general case in your team? If it's the latter, I would suggest reviewing the SLA rules (esp. the Condition component settings )which should align with the actual development practices of the team. That would reflect the true picture as you mentioned. Or automation setup might be worth thinking about. This [support](https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/) documentation is for your reference - giving a holistic view of how to utilize SLAs.

![remove1.png](https://community.atlassian.com/t5/image/serverpage/image-id/316465i0875D4E42996D2E2/image-size/large?v=v2&px=999 "remove1.png")

comments: author: George Bliss
body: Thanks Zoey - this is really helpful.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I get assignee using the Atlassian API?
Asked by Jack Kower:

Hi all! I am new to using the Atlassian API. What I want to get back is the person who is assigned to a ticket. I got the GET request working and am able to retrieve all the Service Management data and can select fields like project, description, and summary. When I looked at the API docs, it seemed like the assignee was called displayName in the json object. How do I get back either assignee or person who created the issue?

For context, I'm using Python to interact with the API.


Answers:
author: Kalyan Sattaluri
body: Hello [@Jack Kower](/t5/user/viewprofilepage/user-id/5469461)

Am not sure what are you asking. Are you using below end point?

/rest/api/2/issue/{issueIdOrKey}

<https://developer.atlassian.com/cloud/jira/platform/rest/v2/api-group-issues/#api-rest-api-2-issue-issueidorkey-get>

Assignee object has different fields available, displayName, email, accountID for example.

Same with created object.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/316428i7604B29771EDE276/image-size/large?v=v2&px=999 "image.png")

comments: author: Jack Kower
body: I'm using the url  
https://\<name_of_org\>.atlassian.net/rest/api/3/search.  
This is what I get when I do a general request. I want the assignee only.  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/316436i48C2197EA2DCF45E/image-size/large?v=v2&px=999 "image.png")So yes, same json object.  
I was able to do a GET on just project with this snippet  
'project': fields.get('project', {}).get('key'),  
I am wondering how I would achieve this same result. I tried  
'assignee': fields.get('displayName', {}).get('displayName', ''), but it returned an empty string, even though I know I can get back multiple objects. Do you know how I can change that code?


author: Kalyan Sattaluri
body: Hello [@Jack Kower](/t5/user/viewprofilepage/user-id/5469461)

I am not a developer and need to wait for others to pitch in, but if

'project': fields.get('project', {}).get('key'), gave you the project key, doesnt below give you display name?

'assignee': fields.get('assignee', {}).get('displayName'),


Tags: api

cloud

jira-service-management

jira-service-management-cloud
Where is my workspace?
Asked by Greg Soulsby:

I have logged into BB to find all my repositories missing. Projects are not there either.

Push and pull from local git seem to be working fine, so they must be somewhere.

I am thinking I have another workspace with the projects and repositories in it.

But "show all workspaces" is only showing one, which is empty.

Other questions like this have responses about logging in on the wrong user. I have 2 accounts which have access to the repositories, neither of which are seeing them.

What options do I have from here?


Answers:
author: Greg Soulsby
body: ok, my repositories are back.

I can only think it was an Atlassian problem.

comments: author: Beulac
body: I have the same issue. You say yours just came back again by it self.


author: Greg Soulsby
body: Yes. I cant remember exactly how long, but it was certainly hours, if not the next day.


Tags: bitbucket-cloud

cloud
Unable to login
Asked by dawm:

Keep getting the "We couldn't log you in" error. Any solutions other than waiting for someone on the atlassian team to fix my account?


Answers:
author: Theodora Boudale
body: Hi [@dawm](/t5/user/viewprofilepage/user-id/5206887) and welcome to the community!

Your Bitbucket Cloud account was indeed deactivated. I went ahead and reactivated it, so you should be able to log in now.

Kind regards,  
Theodora


author: Baskar Annamalai
body: Hi [@dawm](/t5/user/viewprofilepage/user-id/5206887)

It seems like your Bitbucket Cloud account might be deactivated if it is not being maintained for an extended period. Best to reach out to Atlassian Support to reactivate your account.

Best regards,  
Baskar Annamalai  
ServiceRocket.


Tags: bitbucket-cloud

cloud
Validator saying my pipeline is invalid
Asked by Mia Paulin:

[@Info Dimention](/t5/user/viewprofilepage/user-id/3445603) [@mention](/t5/user/viewprofilepage/user-id/732788) Hi, all! So, I've been working on my pipeline and I have the finished product. Problem being the validator says my code is invalid when I paste it in. The error I have says something about specifying the end of a file or file separator when there is only one file. Can someone help.


Answers:
author: Theodora Boudale
body: Hi [@Mia Paulin](/t5/user/viewprofilepage/user-id/5184106)!

Would you feel comfortable sharing the content of your bitbucket-pipelines.yml file here?

We would need to see the content in order to figure out why it is invalid (also with the same indentation).

You can replace any content you don't want publicly available with dummy values prior to sharing, just make sure that the error is reproducible here <https://bitbucket-pipelines.atlassian.io/validator> with the content you share, so we can better help you.

On a different note, I noticed that you use

```
@mention 
```

in many of your posts. Please keep in mind that this doesn't tag all users of the forum, but rather this specific user <https://community.atlassian.com/t5/user/viewprofilepage/user-id/732788> who has the public name 'mention'.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud