youngmon/atlassian-qna huggingface dataset:
I want to create a copy of existing service desk project on jira service management
Asked by Lakshmi Kumari:

Team,

As a program manager I handle multiple projects at the same time on service management platform and I am onboarding new clients on JIRA for which i need to give them certain access. Could you share an easy steps to create a copy of existing service desk project so that I can re-name the duplicate copy of project and use it to manage new client ?


Answers:
author: Nikola Perisic
body: Hello [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

Sure, here are the steps:

1. Start creating a new service desk project (choose the template)

2. On the second screen when you fill all of the fields, you need to check this box "Share settings with an existing project", when you click this you will get an option to choose a project:![Screenshot 2024-01-29 at 16.50.31.png](https://community.atlassian.com/t5/image/serverpage/image-id/303076i733B1DB5566BE335/image-size/large?v=v2&px=999 "Screenshot 2024-01-29 at 16.50.31.png")


author: Lakshmi Kumari
body: Hi Perisic,

Thank you. It worked and saved a lot of time..

Cheers,

Lakshmi


author: Luka Hummel - codefortynine
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

While sharing a configuration is a great way to replicate the structural setup of a project, it doesn't copy the content (like issues) from the original project. If you need to copy the content as well, you might consider using additional tools or scripts, like our [Deep Clone for Jira](https://marketplace.atlassian.com/apps/1218652?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-luk-2591921).

Deep Clone can clone your whole project with its [Project Clone feature](https://documentation.codefortynine.com/deep-clone-for-jira/project-clone?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-luk-2591921).

comments: author: Lakshmi Kumari
body: Hi Luka - Thank you for the response and sorry for the delay in responding to your suggestion.. Is it possible to use "Deep clone" function to migrate all the tickets from one project to the other ?


author: Luka Hummel - codefortynine
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

Sure, You can just select a project as a source and then [Bulk Clone](https://documentation.codefortynine.com/deep-clone-for-jira/bulk-clone?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-ops-2591921) all the issues to another project.

![2024-02-05 10-48.png](https://community.atlassian.com/t5/image/serverpage/image-id/304275i3D86CF27A48B9CCB/image-size/large?v=v2&px=999 "2024-02-05 10-48.png")


author: Lakshmi Kumari
body: Folks, faster response on above query would be really helpful.


Tags: cloud

jira-service-management

jira-service-management-cloud
In which languages can the virtual agent communicate?
Asked by Mar?a Ferre?o:

Hello,  
I have recently tested the virtual agent and I have a question if you can help me.

Is it only able to respond in English? or is it able to respond in more languages? does it depend on the user's configuration?

Thank you very much.


Answers:
author: Joseph Chung Yin
body: [@Mar?a Ferre?o](/t5/user/viewprofilepage/user-id/4761586) -

For Virtual Agent process, I would also recommend you to contact Atlassian Support (<https://support.atlassian.com>) for further assistance on this matter.

Lastly, are you using the VA process via Slack?

Here is a reference documentation on VA - <https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Mar?a Ferre?o
body: Thanks [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) ;)

I didn't open a ticket to the support team, because I was wondering about information, not support yet.

I have configured VA with slack, everything is working fine, but I can't find any documentation about the language settings of this feature.

Thanks


author: Nikola Perisic
body: Hello [@Mar?a Ferre?o](/t5/user/viewprofilepage/user-id/4761586) ,

Have you tried to change the language of the Jira from your side first?

You can do it from System -\> General Configuration:![Screenshot 2024-01-29 at 16.11.23.png](https://community.atlassian.com/t5/image/serverpage/image-id/303071i0D989D2F6258DFFE/image-size/large?v=v2&px=999 "Screenshot 2024-01-29 at 16.11.23.png")

Now since the virtual agent needs constant training (which you can define in the workflow in JSM for the virtual agent), you can define the answers on a different language.

I would like also to hear what do others think about this issue.

comments: author: Mar?a Ferre?o
body: Hello [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) I don't want to change the language from the instance, because I have users speaking different languages :S

I need that the agent speaks the same language as the user, but I don't know if it's possible.

Thanks


author: Mattice Dossche
body: Hi Maria,

Same problem here. We need the VA to be setup in different languages.

Did you find any solution yet?


author: Mar?a Ferre?o
body: Hi [@Mattice Dossche](/t5/user/viewprofilepage/user-id/5345798) not yet :S


author: Nikola Perisic
body: Hello [@Mar?a Ferre?o](/t5/user/viewprofilepage/user-id/4761586) ,

On yesterday's Atlassian webinar there was a mention for the virtual agent multiple language support.

It still isn't posted on the webinar page, but keep an eye on: <https://www.atlassian.com/webinars>


Tags: cloud

jira-service-management

jira-service-management-cloud
How cam i pay for Jira support?
Asked by Ikram Ismayilov:

Good day!

Can you help us, where we can find section pay for jira support?


Answers:
author: Robert Wen_ReleaseTEAM_
body: Hello [@Ikram Ismayilov](/t5/user/viewprofilepage/user-id/5087137)

Support is included with your Jira Standard licenses. It is primarily done through a portal.

Go to <https://support.atlassian.com/contact/#/>


Tags: cloud

jira-service-management

jira-service-management-cloud
New unwanted field added to all my forms after upgrade
Asked by Devtech83:

I upgraded from Jira Service Management 4.20.10 to 5.12.1. The upgrade has automatically added a new field to all my forms called "Groups". What is this field, why has it been automatically added and can I delete it?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Devtech83](/t5/user/viewprofilepage/user-id/3749922)

can you elaborate on what you understand as "Form"? Are you referring to the Request view or the issue view?

What value can you choose in that field? I've not got anything called "groups" in our test instance in neither custom nor system fields.


Tags: jira-service-management

jira-service-management-server

server
Custom Field: how to set Filter Assign Scope (AQL)
Asked by Tiziana Pisenti:

In Jira Server for the Custom Field Type "Assets Object" it was possible to set "Filter Assign Scope (AQL)". How can I do that in Jira Cloud?

And how can I set a Default value for the custom field in Jira Cloud?


Answers:
author: Kai Becker
body: Hi [@Tiziana Pisenti](/t5/user/viewprofilepage/user-id/5175616)

AFAIK this is not included in Cloud anymore. The best way to assign objects would be an automation rule.

Regarding your second question. Assets default values can be set inside the config.

When you click "Display a default object when this field appears in a customer portal" a default object will be set, based on the Filter Issue Scope (AQL), when the field appears in a portal.

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-the-assets-object-field/>

Hope this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Request participants not receiving comment emails
Asked by Mujtaba shah:

Hi!

Some customers are stating they have not had any emails when there has been a comment on the ticket even if they are a Request Participant. I've checked all Notification settings and cannot see why they would not get the notification.

Thanks


Answers:
author: Kai Becker
body: Hi [@Mujtaba shah](/t5/user/viewprofilepage/user-id/2150671)

does this happen to all requests of the customer, where he/she is participant?   
Did you check the personal preferences of the user?

Customer notifications are also set to be send to "Customers involved" and not only to the reporting customer?

comments: author: Mujtaba shah
body: Hi Kai

Thanks for your reply. Is Customer Involved a permission/group?

Thanks


author: Kai Becker
body: Hi [@Mujtaba shah](/t5/user/viewprofilepage/user-id/2150671)

for every customer notification, the people who should receive the notification can be selected.

![Screenshot 2024-01-29 at 16.23.49.png](https://community.atlassian.com/t5/image/serverpage/image-id/303075i8C0B9476BF37BC6B/image-size/large?v=v2&px=999 "Screenshot 2024-01-29 at 16.23.49.png")

This is configured via Project settings --\> Customer notifications


author: Mujtaba shah
body: Thanks, Kai. My Customer Notifications screen looks a little different but I can the toggle is set to on for Public Comment added. I also checked the Notification scheme and it is configured to Request Partcipants to get notifications of comments.

![Customer notifications.png](https://community.atlassian.com/t5/image/serverpage/image-id/303088i930DEB867D3C6C13/image-size/large?v=v2&px=999 "Customer notifications.png")![Notifications.png](https://community.atlassian.com/t5/image/serverpage/image-id/303089i27B4C8DF8A8D48D2/image-size/large?v=v2&px=999 "Notifications.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
What is difference between ATLASSIAN Assist and Jira cloud?
Asked by ?????:

What is the big difference between ATLASSIAN Assist and Jira cloud?

Do you think that Jira Cloud is an app for agents, and ATLASSIAN assist is an app for both customers and agents?


Answers:
author: Kai Becker
body: Hi [@?????](/t5/user/viewprofilepage/user-id/5300527)

welcome to the community and thanks for your question.

Looks like there is a little bit of confusion here, so I'll try to clarify.

Jira Service Management Cloud is a product for Service teams to help them with their customer support processes.  
Atlassian Assist can be used as an addon to even enhance the Jira product, to raise requests directly via MS Teams or Slack.

So you will need Jira in order to use Assist. Hope this clears things up a little bit.

comments: author: ?????
body: [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)  
Thank you for the response?  
I know that ATLASSIAN assist is for raising votes from Slack.  
When I say "Jira Cloud", I don't mean Jira Service Management Cloud.  
It is "Jira Cloud" that is installed in Slack.  
You can also set it up from the Slack integration in your Jira Service Management Cloud project settings.  
Is it correct to set "ATLASSIAN Assist" from the chat in the project settings and "Jira Cloud" from the Slack integration?  
I'm sorry for my poor English??


author: Kai Becker
body: Hi [@?????](/t5/user/viewprofilepage/user-id/5300527)

thanks for the clarification. I don't think you need to install anything in Slack, just connect your cloud site.

Please follow the instructions here: <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat/>


author: ?????
body: [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)  
Thank you for response!  
I know how to use assist to connect Slack to Jira site.  
I don't know how to use these two properly.  
?<https://support.atlassian.com/ja/jira-software-cloud/docs/use-jira-cloud-for-slack/>  
?<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat/>


Tags: assist

atlassian-assist

cloud

jira-cloud

jira-service-management

jira-service-management-cloud

slack
Behaviours not longer set Assets custom fields
Asked by D X:

Hi all,

this week end, we proceed to some jira upgrade (V 9.12.2). so from this time a major Behaviours script is no longer working.  
After some search, it seems the Insight (now Assets) custom fields are not populated correctly

I rework the initial script, and test Asset creation (works fine), but the setFormField never display the value needed

```
import com.atlassian.jira.component.ComponentAccessor
import com.onresolve.jira.groovy.user.FieldBehaviours
import com.onresolve.scriptrunner.runner.customisers.PluginModule
import com.onresolve.scriptrunner.runner.customisers.WithPlugin
import com.riadalabs.jira.plugins.insight.channel.external.api.facade.ObjectFacade
import com.riadalabs.jira.plugins.insight.channel.external.api.facade.ObjectTypeAttributeFacade
import com.riadalabs.jira.plugins.insight.services.model.ObjectBean
import groovy.transform.BaseScript

@WithPlugin('com.riadalabs.jira.plugins.insight')
@BaseScript FieldBehaviours fieldBehaviours
@PluginModule ObjectFacade objectFacade
@PluginModule ObjectTypeAttributeFacade objectTypeAttributeFacade

def FTestValue = getFieldById("customfield_xxxxx")
def FInsightCf = getFieldById("customfield_yyyyy")
def cfvalue = Assets.getById(aaaaa)

log.warn("testvalue is:" + cfvalue.getLabel())
FTestValue.setFormValue(cfvalue.getObjectKey())
FInsightCf.setFormValue(cfvalue)
```

at this point, the FtestValue (simple text customfield) show correctly the Asset Key of seelcted object

but the FInsightCf.setFormValue(cfvalue) didin't set the custom field  
I tried in several ways such as setFormValue(\["TheKey"\]) setFormValue("TheKey") setFormValue(TheId), setFormValue(Assets.getByKey('AAA-1').. . but nothing happened.

checking this page <https://docs.adaptavist.com/sr4js/latest/hapi/work-with-assets-insight> but found nothing interesting in my case

Thank you


Answers:
author: Manne Kj?rby - ProProces
body: Hi DX.

Working with Behaviours and Assets fields is abit funky, and I haven't worked with it since it was called insight, however I have some experience

Have you tried to set it the same way as FTestValue?  
FInsightCf.setFormValue(cfvalue.getObjectKey())

Maybe thats what you mean by: setFormValue("TheKey").. However thats how I usually have set the asset/insight field on a behaviour.

Can you see anything in the logs?

comments: author: D X
body: Dear [@Manne Kj?rby - ProProces](/t5/user/viewprofilepage/user-id/5412178)

thank you for your quick answer, but the test value retrieve the correct Asset Key.

but for the InsightCF, whatever I use as code to (even your code) not working :(

regards


author: Manne Kj?rby - ProProces
body: Hi D X.

Hmm. I believe you're best option is to reach out to adaptavist as scriptrunner is their product - Maybe they are aware of what have changed?

Have you tried to hardcode an asset into like FInsightCf.setFormValue("ABS-123") ?

I hope you figure it out.


author: D X
body: Yes, that the first thing I'm doing (hardcoded) but having nothing

regards


Tags: assets

behaviours

jira-service-desk-server

jira-service-management

jira-service-management-server
Customer unable to access the ticket
Asked by Ayush Lawania:

When we have mulitple people copied on a ticket, I have been told that they cannot see the entire thread. Only the person on the "TO" line can see everything. Can we make it possible for all people that are cc'd to see it? When they click on the view button in the email it takes them to a site and says you do not have access to view.

Here are the settings which I have applied to my service management project:  
![Screenshot 2024-01-29 125924.png](/t5/image/serverpage/image-id/302909i04E80842F26EBD1F/image-size/large?v=v2&px=999 "Screenshot 2024-01-29 125924.png")  


Answers:
author: Lovee Eric
body: Hi [@Ayush Lawania](/t5/user/viewprofilepage/user-id/5381132)

I hope this email finds you well.

I understand that when multiple individuals are copied on a ticket, only the person listed on the "TO" line is able to see the entire thread.

Unfortunately, those cc'd are encountering issues when attempting to view the complete conversation -- the view button redirects them to a site indicating a lack of access.

I would like to suggest exploring the possibility of enabling all recipients, including those cc'd, to view the entire thread.

It seems there may be a permission issue at play. Could we kindly check the permission workflow and ensure that everyone involved has the necessary access?

Thanks

Lovee Eric

Brilyant Inc

comments: author: Ayush Lawania
body: [@Lovee Eric](/t5/user/viewprofilepage/user-id/5397409) How to achieve this "I would like to suggest exploring the possibility of enabling all recipients, including those cc'd, to view the entire thread"?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to creating Sub-Tasks based on Approval process
Asked by Kishor Mudhili:

Hello guys,

as per my requirement, once main request approved, then Sub-task should be generated automatically in JSM, could you please help me with automation steps ?


Answers:
author: John Funk
body: Hi Kishor,

I would create an Automation Rule based on an Issue Transitioned trigger that checks for the status that the issue goes to upon an approval.

Then you can add a Create Issue action.


author: Kris Dewachter
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) ,

If it's a fixed list of subtasks, the easiest way would be to build an automation rule that is triggered after the approval step.

Best regards,

Kris

comments: author: Kishor Mudhili
body: Hello Kris,

I'm not sure how to create automation rules. can you please suggest me some steps ?


author: Kris Dewachter
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) ,

You can start with the manual on automation rules - <https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

When you create an automation rule, there are also some templates available which you can use to start.

This is an example of an automation rule that creates sub-tasks on issue creation. You just need to change the trigger to watch for a specific transaction, instead of ticket creation.

Hope this helps,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Add in Developer Support engineers as an additional role in JSM
Asked by olan.deboer:

Hi all,

Hopefully someone else has solved the same problem we're facing with JSM.

We want a bunch of internal Support Engineers to only see, manage, resolve and close a specific client's/project's support tickets, and not the whole Service Desk (all clients). Is there a way to restrict what these engineers see, or a way to add in an additional Role to achieve the same?

Thanks for your help.


Answers:
author: Kris Dewachter
body: Hi [@olan.deboer](/t5/user/viewprofilepage/user-id/5416567) ,

Just to clearify ....

Are these clients/project support ticket all located in the same JSM project ?

So you want some agents to only see certain tickets of a specific JSM project. And not all tickets.

If that is the case, then you will have to use "Issue Security" to define which role is able to access which tickets.

Best regards,

Kris

comments: author: olan.deboer
body: Thanks [@Kris Dewachter](/t5/user/viewprofilepage/user-id/5088663) ... basically we have two teams, the Ops Support team who manage the JSM instance and conduct the initial triage, they are our Agents, and they can see every customer and project's tickets ... we also have Dev Support engineers who support a specific customer/code base and who only need access to their customer / project that they're responsible for. How do we give them access to only their project? ... and is there a way we can create an additional Role within JSM and assign these engineers only 1 customer/projects' tickets?


author: Kris Dewachter
body: Hi [@olan.deboer](/t5/user/viewprofilepage/user-id/5416567) ,

If you want to limit access to a specific project, you need to make changes to the "Permission Scheme" of that project. This scheme defines which User, Usergroup or Project Role has the permission to see, edit, transition, .... **ALL** issues in a specific project.

For more information on permission schemes, have a look at this documentation : <https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions/>

If you want to limit the access to specific tickets within a project, you have to setup an Issue Security Scheme.

For more information on Issue Security schemes, have a look at this documentation <https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/>

I hope this helps.

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation does not comment when using not status change after -2d
Asked by Reb Bravo:

Hi I am creating an automation to auto comment when a status is not changed within x days. Example 3 strike rule, when a ticket is in waiting for customer for 7 days it would comment 1st strike and 14 days for 2nd strike and 21 for 3rd strike. I am having an issue regarding my automation. When I test it using "Minutes" everything is working as expected by using these automation

![ss.png](/t5/image/serverpage/image-id/302882iD1345AAA99C1DF1E/image-size/large?v=v2&px=999 "ss.png")

project = "PSS" AND status = "In Progress" AND (labels is EMPTY OR NOT (labels = "reset_3strike" OR labels = "hold_3strike")) AND not status changed after -5m

But when I changed the -5m to days -2d the automation was not working and no comments were added to the ticket.

Please help me how can I make this work.

Thank you in advance!


Answers:
author: Aswin Raj D
body: Dear [@Reb Bravo](/t5/user/viewprofilepage/user-id/5416507) ,

Could you please try like below and let me know if its works.

project = "PSS" AND status = "In Progress" AND (labels is EMPTY OR labels NOT IN ("reset_3strike", "hold_3strike")) AND not status changed after -2d

comments: author: Reb Bravo
body: Already tried this and the automation did not work no comment was received even though the JQL is showing some results when being validated. Any idea why?


Tags: cloud

jira-service-management

jira-service-management-cloud
All employees of client org to view portal, submit tickets, and see others' tickets within their org
Asked by Jack Shelton:

We are running a helpdesk for multiple organizations. While its a single helpdesk, we are giving access to multiple organizations. We want to accomplish the following:

1. Employees from those organizations can log in using their company email addresses, without us having to invite them.
2. Nobody except for employees within those organizations can see the ticket portal or the connected Confluence site.
3. Employees from those organizations can view the tickets belonging to their organizations, but they can't see tickets belonging to other orgs.

We want this to be all within one project, because we are using very complex forms, and updating them across multiple projects on an ongoing basis will be too difficult (unless anyone is aware of a way to sync requests types and forms across projects).

What's the best way to set this up?


Answers:
author: Jack Brickey
body: I think you will want customer permissions like this...

![IMG_3542.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/302877iC012736D3BEFCDA1/image-size/large?v=v2&px=999 "IMG_3542.jpeg")

The trick though is how will new customers get funneled into the appropriate organizations? This is going to have to involve some agent action.


Tags: cloud

jira-service-management

jira-service-management-cloud