youngmon/atlassian-qna huggingface dataset:
Ability to have more than one JSM site for organization
Asked by Romy Meyers:

Afternoon,  
I am inquiring about the ability to spin up separate instances of jira service desk under our organization. We have two very distinct types of services and would like to separate them into their own instance/site. The main reason for this is the customer facing portal. We would like to turn it on for one instance and not the other. Currently, the portal displays data (request types, status, etc) across all of our customer projects under the one site and there is no way for us to control certain areas of the customer portal to filter out those items that I am aware of (e.g remove the request type dropdown on the list of issues on portal, etc)  
We currently have the standard plan of JSM cloud.

thanks


Answers:
author: Benjamin
body: HI [@Romy Meyers](/t5/user/viewprofilepage/user-id/3620461) ,

If you want multiple instances or sites, you'll need to be on the Enterprise plan.

Believe this may help solve your issue by using custom domains to redirect customers to specific portal sites. Here's the ticket for it.

<https://jira.atlassian.com/browse/JSDCLOUD-1627>

comments: author: Romy Meyers
body: Thank you Benjamin for responding.

So if I am reading the custom domains correctly, it appears that it is just changing the URL to make it more user friendly? However, wouldn't that still point to the existing JSM site and the portal would still reflect data from all customer projects under that site?! OR is there an ability to indicate what customer projects are associated with that custom domain?!

Example: on the portal in the requests created by me list, the Request Type dropdown is showing all request types per project when the user is actually logged in to a portal and associated with just one of the customer projects (restricted access). Same with the Status dropdown. This can cause all kinds of confusion. And to top it off, we cannot remove the Request Type drop down.

Thanks for any additional information you can provide to shed light on configuring the portal. and THANK YOU!  
Romy


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I create a scheduled automation for a subtask based on the creation date of a story?
Asked by Allison Hoellrich:

I have found in automatons where you can schedule for every few days, weeks,... or a specific date. However, this doesnt help me as i need to generate sub task tickets that are created from the date the story was created.  

ie. need to have an automation that will populate a every 2 weeks and a year from the date listed

story 1: created may 1

story 2: created June 12

story 3: created June 27


Answers:
author: Trudy Claspill
body: This appears to be a duplicate of

<https://community.atlassian.com/t5/Jira-Software-questions/How-do-I-create-a-scheduled-automation-for-a-subtask-based-on/qaq-p/2684975>
Can the deleted queue be retrieved?
Asked by Multinet Teknoloji:

Silinen s?ra geri al?nabilir mi?


Answers:
author: Joseph Chung Yin
body: Hi there:

In Jira/JSM, once an object is deleted, then it is gone for good. However since a queue is based on JQL queries, you can always create a new queue based on the same JQL query to re-establish the deleted queue.

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Template for importing to JSM?
Asked by Sandra Mack:

1. We are starting a project to convert our Data from ServiceNow to JSM

2. Is there a template available that shows all fields that need to be mapped?

3. Is there a way to look in JSM to find these fields?


Answers:
author: Josh_Unito
body: [@Sandra Mack](/t5/user/viewprofilepage/user-id/5486720) I wrote this [step-by-step guide on syncing ServiceNow to Jira Service Management](https://bit.ly/ServiceNowJSMGuide) with the [Jira Two-Way Sync app.](https://marketplace.atlassian.com/apps/1218038/servicenow-jira-integration?hosting=cloud&tab=overview)

It includes a field mapping table that links together fields in ServiceNow with fields in JSM. You can effectively create the relationship between whichever fields you want in both tools. Here's what that looks like in the demo:

![JSM-ServiceNow-Fields](https://community.atlassian.com/t5/image/serverpage/image-id/323204iD79977C4E1B1B37E/image-size/large?v=v2&px=999 "JSM-ServiceNow-Fields")

You can find more [documentation about the ServiceNow integration here](https://bit.ly/ServiceNowDocs). Let me know if you have any questions!


Tags: cloud

jira-service-management

jira-service-management-cloud
Google Cloud alerts integration failing
Asked by Mike Prince:

I am attempting to receive alerts from GCP in JSM's Alerts section. I have followed the steps in the link below, yet no alerts show up. When I use Postman with the test payload from the article, I receive a "Could not authenticate" error from the Atlassian API as shown below.

Any advice is appreciated.

<https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-google-clouds-operations-suite/>  

![image.png](/t5/image/serverpage/image-id/321167i05A95B348F907234/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Mike Prince
body: Ok, according to the screenshot below it seems like I need a Standard account in order to get proper support. However, it's hard to justify paying for a service that isn't working now and likely won't work when paid for. Is there anyone from the Atlassian Support team here?  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/321172i54204894397DF6CB/image-size/large?v=v2&px=999 "image.png")


author: Mike Prince
body: Thank you [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) I read those details as well. Based on the fact the integration shows up in my account, that implies that it's available to my account. I'll reach out to support (honestly, I thought that's what I was doing here anyway).


author: Joseph Chung Yin
body: [@Mike Prince](/t5/user/viewprofilepage/user-id/5486632)

Welcome to the community. ALthough, we don't use this type integration setup in our env, you may need to contact Atlassian Support (<https://support.atlassian.com>), so they can access the system logs from the backend to assist you further.

Keep in mind that in your original reference link - it did mentioned two important information that I don't know if they effects your site -

1) This is a "new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site."

2) You have listed that you are in using the "Free" subscription -

"If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team's operations page. To access the feature through Settings (gear icon) \> Products (under JIRA SETTINGS) \> OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team's operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

"

Hope this helps

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
How to query an Assets Object Attribute
Asked by Louie Goode:

I have an object called "Store Locations" and under the "Status" attribute, I added a status called Group 25. How do I query to just show the store locations that are under Group 25?


Answers:
author: Louie Goode
body: I was able to figure it out. See aql below:

"store location" in aqlFunction("objecttype= \\"Store Locations\\" AND Group = \\"Group Pilot\\"")


author: Josh Costella
body: Hi [@Louie Goode](/t5/user/viewprofilepage/user-id/4775390)

Are you searching just within Assets or are you trying to perform a JQL+AQL search?

comments: author: Louie Goode
body: Thanks Josh,

I am trying to perform a JQL+AQL search so I can save it as a filter.


Tags: cloud

jira-service-management

jira-service-management-cloud
Hide certain options in selector field options in portal
Asked by Mohamed EM:

Hi Community

In a selector field, it is necessary to show only certain options in the portal, but for the agent to have all the options available.

It's possible?


Answers:
author: Laurie Sciutti
body: Hello [@Mohamed EM](/t5/user/viewprofilepage/user-id/1762999) \~ maybe [this](https://community.atlassian.com/t5/Jira-Service-Management/Is-it-possible-to-display-a-specific-field-in-the-portal-based/qaq-p/2471433) will help?

comments: author: Mohamed EM
body: Hi [@Laurie Sciutti](/t5/user/viewprofilepage/user-id/1137433)

It is possible that it can be done with SR's behavior.

Is there any example?

*(only certain options in the portal customer)*


author: Chris C.
body: Best I have seen, those fields can't work like that.


Tags: cloud

hide

jira-service-management

jira-service-management-cloud

portal

select-list
JSM licence usage - Single project with multiple queues or One project per team
Asked by Subhajit Ghosh:

Our IT Change Management team is migrating from Jira to JSM for improved ticket management. We have over 50 Engineering teams, with some deploying a high volume of change tickets (thousands quarterly) and others managing a much smaller volume. Our challenge is optimizing JSM resource allocation. We're considering two approaches:

1. Single JSM Project with Multiple Queues: This would require fewer licenses but potentially lead to a cluttered interface for some teams.
2. Multiple JSM Projects (One per Team): This offers clearer ownership and reporting but might require more licenses.

Our goal is to find the most efficient solution that minimizes license usage while ensuring smooth change request routing, clear visibility, and robust reporting across all teams.  

Which approach do you think sounds better?


Answers:
author: Chris C.
body: I would suggest doing both.  
We also migrated from sharing a Jira Software Server, to using JSM Cloud.  
My Systems team are the primary users, and Security team migrated with us.

I have my Systems team as our own project, and created multiple queues inside that project. One for each physical office team, to help filter their local-only requests, and one for cloud requests. The physical office queues are filtered on a custom field I made with each office code in it, and that field is required on every request submitted.

The Security project is separate from ours because we didn't want the things mingled together. Our teams do work very closely together, and we can get into each other queues. The other purpose for doing it this way was so that there were separate portal pages. Security things are all requested from the Security portal, and they have request type grouping that makes sense to their purposes, and ours are grouped to make sense for our purposes in our own portal. All the visible projects are shown on the main/root portal page.  

Splitting your projects up does no affect licensing at all. Only agents consume a license on JSM. Only agents can get "inside" JSM to work tickets. Customers can only access the portal view, and do not consume a license.

comments: author: Subhajit Ghosh
body: Thanks Chris C, for detailed reply. Your hybrid approach does makes sense since this is not one size fits all scenario.


author: Eduardo Oliveira
body: Hi [@Subhajit Ghosh](/t5/user/viewprofilepage/user-id/5486335)

Take a look at this alternative solution (Marketplace App) called - [Lineup ITSM Queues for Jira Service Management.](https://marketplace.atlassian.com/apps/1231327/lineup-itsm-queues-for-jira-jira-service-management?hosting=cloud&tab=overview) Maybe it can be useful for your scenario.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
How to get the "Approver" user to set as the reporter of a new issue (and email list)
Asked by Calvin:

Hi all,

Having trouble with automations for approvals. Basically when a ticket has been approved, I want to get that approver create a task, add them as a reporter and send an email to all other approvers that xxx has approved this ticket.

I can create the task and add the user id fine. But I just can't seem to get the "approver" or get the automation to trigger once an approver is in place.

Best I could do was use an automation that gets the initator that moves the issue through the approved transistion. But that will happen at the same time as I want this automation to run. And no-matter where I put re-fetch, I still can't seem to get that value.

Cheers!


Answers:
author: Vijay Dadi
body: Dear [@Calvin](/t5/user/viewprofilepage/user-id/4851947) ,

Did you try it using the trigger condition "Issue Transition". Could you please provide more information on your automation?

Regards,

Vijay

comments: author: Calvin
body: Thanks for the message Vijay, I did try the issue transistion, but I still can't seem to collect the "Approver" person at that time. It comes out as empty, even when trying to re-fetch the data.

The automation I'm looking for is once a user has approved a ticket

To get that user that approved the ticket (though JSMs approval functionality).

Create a task and add them as the reporter.

And send an email to the full list of approvers that xxx approved the ticket.


author: Vijay Dadi
body: There is a smart value *{{initiator}}*which you can use.

For automation rules, the smart value {{initiator}} is the user who perform the action that triggered the rule. For example, if I transition an issue on the board, my user information would be in {{initiator}} if the rule is triggered on Issue Transitioned.

You can set the reporter field to {{initiator}}.

Hope this helps !

Vijay


author: Calvin
body: Thanks Vijay. I think I was so so fixated in pulling the {{initator}} saved by another automation to a custom field (as the source of truth field), I didn't think to just grab it again. This is much simpler, thank you.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Jira service manager automation does not display projects from jira software
Asked by VlabGe:

I have two products: JSM and JSW. I want to set up an automation so that when a task is created in JSM, a related task is automatically created in JSW. But when I configure New action \> Create issue? in Automation displaying JSW projects only, JSM are not displayed.

The project's connection is configured, because i can manually create tasks and link them.

I have admin role in both projects.


Answers:
author: Vijay Dadi
body: Hello [@VlabGe](/t5/user/viewprofilepage/user-id/5486323) ,

Can you please provide an screenshot of your automation.

Vijay

comments: author: VlabGe
body: Hello, [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989)

![screen.png](https://community.atlassian.com/t5/image/serverpage/image-id/321224iD25BBF2082093734/image-size/large?v=v2&px=999 "screen.png")  
here is a screenshot, the projects in the list are all related to JSM.  
JSM is linked to JSW, i can manually connect issues in both apps.

I'm using server versions of apps.


author: Vijay Dadi
body: Hello,

There are all your projects within your JSM. Do you see the project where you want to copy your issue to?

Regards,

Vijay


author: VlabGe
body: Hello,

No, projects from jira software are not displaying.

<br />

I want copy and link created issue from jira service manager to jira software via automation, but I can't choose JSW projects.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Issue Security Levels not showing in Jira Service Desk
Asked by Albert Marti:

My company has a Data Center JSD set-up, and we work with two external agencies, Agency 1 and Agency 2, within the same Project.

Tickets assigned to Agency 1 should be visible only to Agency 1 members, and the same for Agency 2.

I created a security scheme with levels Default, Agency 1 and Agency 2, that work based on project roles.

However, when I edit the Issue Security of an issue, I can only see option "Default", and cannot select either "Agency 1" or "Agency 2" options. I have noticed that when I give access to levels "Agency 1" or "Agency 2" to the project roles "Service Desk Team" or "Users", then I can select them as options, but that would defeat the whole purpose, since every member with a JSD license would have access to them.  

What am I doing wrong?


Answers:
author: David Yu
body: Are you perhaps hitting this bug? <https://jira.atlassian.com/browse/JSDSERVER-15024>


author: Raphael Lopes
body: if you can, add an image of the security scheme here.


author: John Funk
body: Hi Albert,

Check the Permission Scheme for the Project to make sure you have the Set Issue Security permission.


author: RobertRipple
body: Ensure that the project roles "Agency 1 Team" and "Agency 2 Team" are explicitly assigned to the respective users from Agency 1 and Agency 2. Then, associate the security levels "Agency 1" and "Agency 2" with these specific project roles. This configuration will restrict access to issues based on the assigned agencies while avoiding granting unnecessary access to all JSD users.


Tags: data-center

jira-service-management

jira-service-management-data-center
Corrupted Jira Issues Can't view or Delete it
Asked by Mohamed Ramadan:

There are some created Jira issues that can be appeared in Jira JQL filters but can't be viewed in the quick search, Also can't delete it from the system.

The error while trying to perform any action on it:

We couldn't find the issues. They may have been deleted or you don't have permissions.

Any recommendation here.


Answers:
author: Raphael Lopes
body: Check if you have permission in the project rules or if the project where the issues are located doesn't have issue security configured.

comments: author: Mohamed Ramadan
body: I resolved this issue by doing instance indexing.


Tags: jira-service-management

jira-service-management-server

server
Jira Calendar
Asked by Jira Stuff:

Hi there,

I'm looking for a solution to add a calendar, if it's possible an outlook calendar to Jira Daskboard or to ServiceDesk Project. The idea is, we use this ServiceDesk calendar to manage and centralize our software licences.

Has anyone of you tried or already implemented this?

Thanks


Answers:
author: Chris C.
body: I haven't tried to make a calendar of sorts from doing this, but you can use Assets to keep track of licenses if you make an Object Type for them, and add a date attribute. Then you'd have a record of all your licenses, and changes to them. Then filter for objects that will be expiring within a date range.

I swear I thought I saw a screen in JSM somewhere specifically for this kind of thing, but I can't recall where I saw it now..


author: John Funk
body: Hi [@Jira Stuff](/t5/user/viewprofilepage/user-id/5087069)

There are a few ways to attack this. One is to use the Calendar gadget in a dashboard.

Another option is to create a Calendar in Confluence and use filter from Jira issues to populate it.

A third would be to get an add-on that would connect it to Microsoft Office - though this is limited functionality in how many viewers can see it. Basically, each person needs to create another calendar in their Outlook that pulls the issues from Jira.

A fourth way would be to clone the tickets in a Jira Work Management project and then use the built-in calendar there to see the issues.

comments: author: Britta Neugebauer _yasoon_
body: Hi there [@John Funk](/t5/user/viewprofilepage/user-id/7148) and [@Jira Stuff](/t5/user/viewprofilepage/user-id/5087069) ,

as for the third option you could work with yasoon's integration to integrate Outlook calendars in JSM. Here's a [video how to set it up](https://youtu.be/3hC35jMqbr8?si=2cVh4EvXOK9FbKEL). I work for yasoon, therefore I love working with it and can recommend.

The app is free for up to 10 users and you can start a free trial for 30 days: [Microsoft 365 for Jira - Outlook Email, Teams, Calendar \| Atlassian Marketplace](https://marketplace.atlassian.com/apps/1213138/microsoft-365-for-jira-outlook-email-teams-calendar?hosting=cloud&tab=overview)

If this seems like a fit for you, you can also [book a demo with us here](https://outlook.office365.com/owa/calendar/MeetMicrosoft365forJira@yasoon.com/bookings/).


author: Jira Stuff
body: Thanks for the Information.


Tags: data-center

jira-service-management

jira-service-management-data-center
Personalize notifications on user level?
Asked by Erik Reiter:

Hi,

i'm pretty sure there was an option to specify project specific notificationssettings for each project.

The menu was there, if you clicked on your profile pic and then choose "notifications"

So, i was wondering - where did the option go?

Is there any way to configure per project notification settings, withouth changing the scheme for each project?

![notification.png](https://community.atlassian.com/t5/image/serverpage/image-id/321015i1A7EEF612297FA44/image-size/large?v=v2&px=999 "notification.png")

I told my users to just configure the notifications they want for themselves, now the option is gone :(

Where can i find this option?


Answers:
author: Vikrant Yadav
body: Hi [@Erik Reiter](/t5/user/viewprofilepage/user-id/5253089) Try to visit this URL : <https://your-site.atlassian.net/jira/settings/personal/notifications>

Here I am able to set Project specific notification.

![Screenshot 2024-04-29 143320.png](https://community.atlassian.com/t5/image/serverpage/image-id/321031iB229026FA52014C5/image-size/large?v=v2&px=999 "Screenshot 2024-04-29 143320.png")

comments: author: Erik Reiter
body: Hi [@Vikrant Yadav](/t5/user/viewprofilepage/user-id/1801711) i only see the following screen:

![2024-05-13 08_53_11-Clipboard.png](https://community.atlassian.com/t5/image/serverpage/image-id/323254iFE3276F9CF15FA6E/image-size/large?v=v2&px=999 "2024-05-13 08_53_11-Clipboard.png")

There are no options to configure project specific notifications...


author: Vikrant Yadav
body: Hi [@Erik Reiter](/t5/user/viewprofilepage/user-id/5253089) Atlassian is rolling out new Notification, for your instance it might be under process not yet rolled out.

Try to open this URL : <https://your-site.atlassian.net/jira/settings/personal/notifications>

Kindly Atlassian support, if new Notification section is not visible in Personal Settings.

![Screenshot 2024-05-13 130222.png](https://community.atlassian.com/t5/image/serverpage/image-id/323264i011DE2EB37BE235F/image-size/large?v=v2&px=999 "Screenshot 2024-05-13 130222.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
inactive account, how to active again
Asked by ???????? ???????:

I can't log in my account

I recieve like "You do not have rights to access this content. It looks like your account is disabled."

No one e-mail was recieved and I don't understant why my account was inactive and what to do right now/


Answers:
author: Vronik
body: HI

Contact Atlassian support so they can help you

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


Tags: bitbucket-cloud

cloud