youngmon/atlassian-qna huggingface dataset:
Not Recieving Verification Emails
Asked by Daniel Omar Sarzi:

Hello! I have the same problem written in this question with my account.

<https://community.atlassian.com/t5/Jira-Service-Management/Not-Recieving-Verification-Emails/qaq-p/2635780>

My account was disabled for a couple of years and was enabled again this week. Maybe that's why I don't receive emails from Atlassian. Can you help me?


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

You should open a support ticket with Atlassian to see if your email address is on the Suppression list.

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


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i manage my notifications?
Asked by max:

I would like to recive an email when someone use my @ in some project.


Answers:
author: Cristian IONESCU
body: Hi Max,

1.Go to you avatar (Right top corner)

2.Select Notification

3. Check if you have checkmark on: You're mentioned on an issue

I will also attach a photo:

![notification.png](https://community.atlassian.com/t5/image/serverpage/image-id/334088i19C9017A681DEB85/image-size/large?v=v2&px=999 "notification.png")


author: Dave Liao
body: [@max](/t5/user/viewprofilepage/user-id/872682) - make sure you have access to the project where the work is happening:

* Have an Atlassian ID? (Hopefully the ID you're using to post on Atlassian Community is that ID.)
* Does that ID have access to that Jira Cloud instance?

If you're unsure of the above, do you know who the admins are for the Jira Cloud instance you work in?


Tags: cloud

jira-service-management

jira-service-management-cloud
Regarding Jira implemantation for HR team
Asked by Chandrakumar:

Hello Team,

I am planning to implement Jira for our HR recruitment team. Currently, we are following a manual process, and I need to get approval from management to use Jira. To achieve this, I am creating a KPI document to demonstrate how Jira will benefit the team by reducing timelines, improving quality, etc. Can anyone suggest how we can do this or provide a template for it which shows time difference between manual process \& Jira , quality improvement etc.


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

I don't have exact numbers, but comparing a manual process to an automated/collaborative process has to be well documented. Also, any reasonable person would know that manual processes are counter productive. Jira is very inexpensive compared to a lot of tools. So, just knowing that tools will indeed give you productivity gains, you want to turn to a tool that integrates with so many other tools, has internal customizable processes and functions, and it should become an easy decision.


author: Lisa Forstberg
body: Hi [@Chandrakumar](/t5/user/viewprofilepage/user-id/5535175)

Oh many companies do this with Jira. Either the team works in a Jira work Management project where the admin can choose to give them the project template for Recruitment (see screenshot)

Its very easy to get going with, the admin needs to set it up and then have a few sessions with the team to get going.

Generally the benefits are amongst others:

* Transparancy between team members
* Personal data in one central location instead of spread across tools
* Save time spent on putting together status reports
* Save time on keeping your team mates up to date.
* Increase quality in your recruitmentprocess through defining consistent steps and actions to be taken in certain phases. Defining a structured way of working in a team means you can inspect and adapt the process to constantly improve.

When it comes to hard figures I tend to turn to [Gartner](https://www.gartner.com/en/human-resources) to get some advise

![Screenshot 2024-07-03 at 14.32.22.png](https://community.atlassian.com/t5/image/serverpage/image-id/333272i3F6F943EF43AE240/image-dimensions/259x255?v=v2 "Screenshot 2024-07-03 at 14.32.22.png")

best regards

Lisa


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud

jira-software
Automation error ASSIGN_ISSUES
Asked by ????? ?????:

Hi!  
I have a similar problem[like this one.](https://community.atlassian.com/t5/Jira-questions/Either-you-or-the-rule-actor-for-this-rule-is-missing-some/qaq-p/2060848)

But the described actions did not help me solve it.

My moves:  
1. The user has been added to the project's access scheme. He has the following rights: Assign issues, Assignable user.  
2. He is on the list of People in the project.  
3. The Permission Helper says that he has all the necessary rights.

What can be done in such a situation?

![?????? ?????? 2024-07-03 ? 12.53.49.png](https://community.atlassian.com/t5/image/serverpage/image-id/333232i12D0AFCB723D3EC8/image-size/large?v=v2&px=999 "?????? ?????? 2024-07-03 ? 12.53.49.png")

<https://community.atlassian.com/t5/Jira-questions/Either-you-or-the-rule-actor-for-this-rule-is-missing-some/qaq-p/2060848>


Answers:
author: ????? ?????
body: Problem solved - just added this User to the Service agents group.


Tags: cloud

jira-service-management

jira-service-management-cloud
{{issue.properties.service-request-feedback-comment.comment}} stopped working
Asked by Koen Bruggeman:

*hi,*

*i used an automation to read {{issue.properties.service-request-feedback-comment.comment}} and copy the comment into a custom field.*

*Since March 2024 it stopped working. Going back to search in the Audit Log doesnt offer me logs before April 2024. What happened?*

*The automation doesnt show it malfunctioned but it stopped working since March 2024.*I checked CSAT comments from Feb 2024 and before, and they where pasted into the custom field automatically without any issue.

Please help.


Answers:
author: Glen Cochrane
body: I have a solution provided from my support ticket.

Initially they tried to insert a Re-fetch action in the rule but that still failed. They suggest the following rule based on a schedule and not based on csat date update (which is where an unknown blocker is).

(Referenced below, my custom field name is: CSAT feedback comment)

*** ** * ** ***

Reply from support:  
With that said, since Re-Fetch Issue Data isn't working, I think the only way to handle this would be to bulk process them.  
i.e. a Rule like this:

Trigger: Scheduled \> Hourly  
Branch: JQL \>  
Satisfaction IS NOT EMPTY AND CSAT feedback comment IS EMPTY AND updated \>= -2h AND updated \<= -5m  

Action: Edit Issue \> Set CSAT feedback comment to:  
{{issue.properties.service-request-feedback-comment.comment}}  
There are probably alternative ways to handle this, but this is the gist.

*** ** * ** ***

Hopefully this works for you as well.  
I'm not thrilled with another hourly automation rule to query everything, but it's a solution.

Cheers,  
Glen

comments: author: Matt
body: Much appreciated. That fixed!


author: Nick Read
body: Did anyone get a response from Atlassian about whether this can go back to being event triggered, rather than scheduled?


author: Koen Bruggeman
body: :( no :(


author: Rudy Holtkamp
body: Hi [@Koen Bruggeman](/t5/user/viewprofilepage/user-id/3785111) ,

I think you should take a look at this REST API: [Get feedback.](https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-requestidorkey-feedback-get) Although it is marked as 'experimental' it would be your best option to fetch the feedback

comments: author: Koen Bruggeman
body: hi [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802) ,

i dont even know what to reply on that. I dont have programmer knowledge so i dont understand what is on that page :-)


author: Sebastian Krzewi?ski
body: HI [@Koen Bruggeman](/t5/user/viewprofilepage/user-id/3785111)

Did you ask atlassian support about that? It looks like Atlassian removed it but I'm not sure that they announce it.

Regards,

Seba

comments: author: Koen Bruggeman
body: hi [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) ,

I did make a support ticket ealier today. But no reply yet. We will see. The trigger "upon change of satisfaction date" still works tho.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create a new parent issue type
Asked by Ken Loh:

Dear Sir/Madam

May I know how can I create a new parent issue type on top of "Epic"? We are using team-managed project, below is the expected result that I hope to achieve:

New Issue Type (want to create at this level of hierarchy) \> Epic \> Story, Bug, etc \> Sub-task

Thank you.


Answers:
author: Trudy Claspill
body: [@Ken Loh](/t5/user/viewprofilepage/user-id/5096767)

cc: [@John Funk](/t5/user/viewprofilepage/user-id/7148) , [@Lisa Forstberg](/t5/user/viewprofilepage/user-id/5101516)

While you cannot extend the issue hierarchy above Epic directly in a Team Managed project, you can achieve what you want with a Premium or Enterprise subscription plan and a combination of Team Managed and Company Managed projects.

You create the new issue type in the global Issue Types list, and add it to the global Issue Type hierarchy.

You add the new issue type to an issue type scheme.

You create a Company Managed project that uses that issue type scheme.

You then create an issue of that type in a Company Managed project.

Then you create and save a filter to retrieve issues from both projects.

Then you create a Plan that uses that save filter as the issue source.

And then, finally, you can then drag and drop the Team Managed epic (TCSTM) under the higher level issue from the Company Managed project (TCSC). When you save that change in the plan, you will see the parent reflected in the bread crumbs of the Team Managed project Epic.

![Screenshot 2024-07-03 at 2.22.25?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/333402i17BECB6C7075A9C7/image-dimensions/415x325?v=v2 "Screenshot 2024-07-03 at 2.22.25?PM.png")

![Screenshot 2024-07-03 at 2.27.24?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/333403iABE1883B2F92005D/image-size/large?v=v2&px=999 "Screenshot 2024-07-03 at 2.27.24?PM.png")

comments: author: Ken Loh
body: Thank you.


author: John Funk
body: Hi Ken,

With Team-managed projects, you are not allowed to create a level above Epics.

<https://support.atlassian.com/jira-software-cloud/docs/limitations-of-team-managed-projects-in-advanced-roadmaps/>


author: Lisa Forstberg
body: Hi [@Ken Loh](/t5/user/viewprofilepage/user-id/5096767)

In Jira Premium you have the ability to create a longer hierarchy. Then you also get the Plan view to visualise the structure

See how here: <https://confluence.atlassian.com/advancedroadmapsserver0329/configuring-initiatives-and-other-hierarchy-levels-1021218664.html>

best regards

/L

comments: author: John Funk
body: This is not available for Team-managed projects.


author: Lisa Forstberg
body: Sorry! Thats right. Even though TM projects can be visualised in a Plan they are limited. So unfortunately for [@Ken Loh](/t5/user/viewprofilepage/user-id/5096767) to get what you are after you would need 1) Jira Premium and 2) have your project be converted to a Company managed project.

best regards

/L


Tags: cloud

jira-service-management

jira-service-management-cloud
Migration from Freshworks to Jira
Asked by Daniel Jay:

Hello,

We created a free trial to see if we can migrate our tickets from Freshworks/Freshdesk to a Jira support ticket system and mirror the workflow for a smooth migration. I read the article and would appreciate assistance. If we can do this, we will buy a subscription. Who can walk us through this? Thank you


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

This is just a user forum. And I doubt Atlassian is going to walk you through that process. However, we are here to help you!

What specific questions can we attempt to answer for you? Can Jira do amazing workflows? Yes. Even if the out of the box solution doesn't get you there, there are add-ons that can probably get you the rest of the way.

This might be a good place for you to start: <https://confluence.atlassian.com/jira060/creating-a-custom-workflow-370705086.html>


author: k_butkovska
body: Hi [@Daniel Jay](/t5/user/viewprofilepage/user-id/5534760) ,

You might want to try the [Freshdesk to Jira Service Management](https://marketplace.atlassian.com/apps/1218501/freshdesk-to-jira-service-management?hosting=cloud&tab=overview) add-on.

Start by running a free Demo Migration to see how it works.

You can handle the migration yourself or contact their support team for expert help.

For detailed instructions, check out these resources:

* [Plan Your Data Migration to Jira Service Management](https://community.atlassian.com/t5/App-Central-articles/Plan-Your-Data-Migration-to-Jira-Service-Management-in-Three/ba-p/2115949)
* [Jira Service Management Tips and Tricks](https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks)
* [Jira Service Management Overview](https://www.atlassian.com/software/jira/service-management/product-guide/overview#jira-service-management)


Tags: cloud

jira-service-management

jira-service-management-cloud
Migration from Freshworks to Jira
Asked by Daniel Jay:

Hello,

We created a free trial to see if we can migrate our tickets from Freshworks/Freshdesk to a Jira support ticket system and mirror the workflow for a smooth migration. I read the article and would appreciate assistance. If we can do this, we will buy a subscription. Who can walk us through this? Thank you


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Daniel Jay](/t5/user/viewprofilepage/user-id/5534760) and welcome to the Community,

if you require advice and assistance specific to your system/use case, it's easiest to find an Atlassian Partner in the Partner Directory: [Find the right Atlassian Solutions Partner](https://partnerdirectory.atlassian.com/#)

They can help you with migration, customization and adoption and will also be able to help with the licensing (with potential discounts).

We as a Community can advise on general questions and help with best practices.


author: Natalia Tomchyshyn
body: Hi [@Daniel Jay](/t5/user/viewprofilepage/user-id/5534760) Daniel Jay,

You might find the Help Desk Migration service useful for moving your data from Freshworks.

We have migration apps for Freshdesk (<https://marketplace.atlassian.com/apps/1218501/freshdesk-to-jira-service-management>) and Freshservice (<https://marketplace.atlassian.com/apps/1218843/freshservice-to-jira-service-management>). There's also a free trial available to import a small amount of data.

Additionally, you may find the Jira Service Management migration checklist (<https://help-desk-migration.com/help/jira-service-desk-data-migration-checklist/>) helpful.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Forms: Can I set a field as locked or read-only
Asked by Chisato Saito:

Hi, all

We are using jira service management.

I'm looking for the way to set a specific field as locked or read-only.

Thanks for your expertise, and if possible, without additional plug-in.


Answers:
author: John Funk
body: Hi [@Chisato Saito](/t5/user/viewprofilepage/user-id/5306523)

What is the exact scenario you are trying to accomplish?

comments: author: Chisato Saito
body: Hi?[@John Funk](/t5/user/viewprofilepage/user-id/7148)

My scenario is that customer can see the assets information then they can check action for each row through forms. It's like the check list.


author: John Funk
body: Then you can add the information panel like suggested by Brant and Rebekka.


author: Brant Schroeder
body: [@Chisato Saito](/t5/user/viewprofilepage/user-id/5306523) I am not aware of a way to lock / make read only a single field. If you are looking to do this to have information or instructions you could just in the information panel. This panel allows you to enter information that cannot be changed.

comments: author: Chisato Saito
body: Thank you for reply.

We have to use a field because the customer check information of the forms(also add information)

However,It seems like difficult to do...


author: Brant Schroeder
body: The information field allows the customer to see it. They will not be able to change it though.


author: Chisato Saito
body: Can I ask something about the information field??

I didn't know the information field, and is that navigation bar of Jira?


author: Brant Schroeder
body: When you are making the form you can add the information box by clicking the info icon. You can then add information to the box and then when you publish the form the information box will have whatever you put in it.

![Screenshot 2024-07-03 211521.png](https://community.atlassian.com/t5/image/serverpage/image-id/333430iD99FF643867B9D0D/image-size/large?v=v2&px=999 "Screenshot 2024-07-03 211521.png")


author: Rebekka Heilmann _viadee_
body: Just an addition - this is essentially what I meant with "normal text" just with added formatting. Whatever you put in the Info Panel or add as normal text, is purely informative for the Customer or whoever views the form.

The text inserted there cannot be edited by the customer but also isn't replicated into any Jira field. So this doesn't work for your described use case that you mentioned in answer to John.


author: Rebekka Heilmann _viadee_
body: Hi [@Chisato Saito](/t5/user/viewprofilepage/user-id/5306523)

Does the customer need to see the field when filling out the form?

You can't make a form field read only, but you can just use normal text to provide whatever information to the customer.

If you need a specific Jira field filled, you can add the field to the Request Type itself and make it hidden with a default value.

comments: author: Chisato Saito
body: Yes, the customer have to see the field...

Thanks for ur reply


Tags: assets

cloud

forms

jira-service-management

jira-service-management-cloud
Recieving "Error uploading attachment" for certain users sometimes on JSM Form
Asked by Calvin:

Hi all,

We have a mandatory attachment on the JSM Form for the users to add an attachment too. Unfortunately it looks like 2 users have recieved the error:

"Error Uploading attachment

An error occurred while uploading the attachment"

No details on what the error is, or why or? It seems like it goes away sometimes. I can confirm for other customers its fine and have tried myself.

Any hints/tips/things I can look into or log I can check or anything to help figure out why this is happening?

Cheers!


Answers:
author: Ciara TN
body: Hi Calvin,

Welcome to the Atlassian Community.   

Is this a specific browser issue?   

Or has the tab been open for a (very) long time before they submit the request?   

What size are the issues?

To do further testing you can do the following:

1. Try this in an [i](https://support.microsoft.com/en-ie/instantanswers/34b9a3a6-68bc-510b-2a9e-833107495ee5/browse-inprivate-in-microsoft-edge)nPrivate/incognito window
2. Verify the file size. Then verify there isn't any limitation on the file size
3. Reproduce the issue and create a HAR file. You can use the [HAR file](https://confluence.atlassian.com/kb/generating-har-files-and-analysing-web-requests-720420612.html)to try determine where the transmission gets stopped

-Ciara

comments: author: Calvin
body: Thanks Ciara, it seems like the error has disappeared again.

But these steps are indeed the best to take I think to work out what to do. So thank you and marking it as accepted.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to allow users in jira service management to navigate knowledge base without searching?
Asked by Danny Mecca:

We are attempting use jira service management to provide our customers details on the product and integrations. The search functionality is okay to allow users to find content if they have an idea of what they are looking for. However, we structure our content in a hierarchical structure that makes it much easier to find content when reviewing a breadcrumb or navigation structure like the sidebar on the confluence space. **In a perfect world, we want to add a link to the Jira service management customer-facing portal called "Knowledgebase" that, when clicked, shows all of the contents of the confluence space that a user can navigate through while viewing the links to all pages within the space.** This confluence space cannot be public facing so it must be contained behind a login. We tried to[scroll viewport plugin](https://marketplace.atlassian.com/apps/1211636/scroll-viewport-for-confluence?tab=overview&hosting=cloud), which works well as a standalone site, but can't find a way to embed this within the customer portal.


Answers:
author: Lisa Forstberg
body: Hi [@Danny Mecca](/t5/user/viewprofilepage/user-id/5465145)

You have a few options to investigate on this topic

* The quickest hack is perhaps to add the link of the Knowledgebase as a Portal announcement. This might easily be overlooked by your customers though.
* Check out the Edit Home page layout function (Help center page) where you can do some alterations to how the help center will behave.
* The Category functions in the knowledgebase settings (Project \> Knowledgebase) will also create a step before reaching the request types.

Another option is to look at the [Refined Sites for JSM app](https://marketplace.atlassian.com/apps/1218481/refined-sites-for-jsm-theme-itsm-hr-help-service-desks?hosting=cloud&tab=overview), where you can customize your help desk completely.

best regards

/L


Tags: cloud

jira-service-management

jira-service-management-cloud
Disable Email Notifications for Assigned Subtasks under a specific Issue type
Asked by Keiko Kamiya:

Is it possible to disable email notifications for assigned subtasks under a particular issue type?

It's acceptable for the agent to receive an email notification for the assigned standard issue type, but then is bombarded with the corresponding assigned subtasks as well.

Is there a post function/automation set up I can utilize?


Answers:
author: John Funk
body: Hi Keiko,

Unfortunately no, Notifications in Jira cannot be configured that granularly.

comments: author: Keiko Kamiya
body: Thanks John!


author: John Funk
body: You are welcome!


Tags: assign

automation

cloud

disable

email

issue-type

jira-service-management

jira-service-management-cloud

jsm

notification

post-function

subtask
Generate 'change' notification emails using Automation for Jira (DC).
Asked by Kevin Ketchum:

We'd like to generate these change notifications and provide a list of all fields that changed with their before/after values.

We realize that the build-in notification scheme does this - but we are trying to find a way to not send the email notification if the person making the change is in a specific project role. In other words, we want changes made by the reporter to be emailed, while changes made by the developers are not to be emailed.

Automation for Jira allows us to check if the change was made by a user 'not in' a project role. This is the only time emails would be sent.


Answers:
author: Bill Sheboy
body: Hi [@Kevin Ketchum](/t5/user/viewprofilepage/user-id/1090666)

Are these suggestions what you are requesting?

* <https://jira.atlassian.com/browse/JRASERVER-70611>
* <https://jira.atlassian.com/browse/JRASERVER-68765>

Best regards,

Bill

comments: author: Kevin Ketchum
body: They are - and I just voted for both of them.

Thanks for the links.

I've still got my hopes set on some functionality in Automation for Jira though (fingers crossed)


author: Mark Chaimungkalanont
body: You should be able to check for in a particular role using the user condition.

For the field changes, you should be able to access the {{changelog}} object to get the changed values. e.g. SUmmary changed from {{changelog.summary.fromString}} to {{changelog.summary.toString}}

Hope that helps!