youngmon/atlassian-qna huggingface dataset:
Why can I first not see the request participants Field, and then, can't use it since it is disabled?
Asked by Robert Savaniu:

Hello,

I have an issue regarding the field for Request participants.

I have set it as a context field, but in the issue detail view, I can't see the label for the field, and also the field that should be editable is disabled.

Can someone please help here?

Thanks!

Robert


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Robert Savaniu](/t5/user/viewprofilepage/user-id/5473842)

I don't understand. What label you cannot see/edit?

Regards,

Seba

comments: author: Robert Savaniu
body: Hi Seba,

thanks for the quick reply.

I have the field for "Request participants" has been added to the context fields from the issue detail view. ![Screenshot 2024-04-11 10.42.25 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/317649i29F80A554298153F/image-size/large?v=v2&px=999 "Screenshot 2024-04-11 10.42.25 AM.png")

Cheers, Robert


author: Robert Savaniu
body: Hi [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) , any news?,

Thanks!

Robert


author: Sebastian Krzewi?ski
body: Hi [@Robert Savaniu](/t5/user/viewprofilepage/user-id/5473842)

Please contact with Atlassian Support (<https://suport.atlassian.com>).

I don't know why this is happening. Also I tried to reproduce it on my instance without any luck.

Regards,

Seba


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Anyone from the group approves the request then it should move forward
Asked by shivani shirguppi:

There is one approval stage in workflow where one person called JJ will approve the request and it moves forward. But now we want to change it to a group where at this stage anyone from the group approves it should move forward. Can this be done in JSM? If not please suggest any workaround.


Answers:
author: John Funk
body: Hi Shivani,

Yes, this can be done. Can you share the workflow that is being used? Along with details of the Approval step in the workflow please.

comments: author: shivani shirguppi
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148)

![Screenshot 2024-04-11 113455.png](https://community.atlassian.com/t5/image/serverpage/image-id/317610i05597AEEE318774C/image-size/large?v=v2&px=999 "Screenshot 2024-04-11 113455.png")

At this stage approval request will go to JJ and when he approves the status will change to discover. Now we want this to be in group, anyone from the group approves it should move the status to discover


author: John Funk
body: Can you share also the details of the Approval attached to the status?


author: shivani shirguppi
body: ![Screenshot 2024-04-11 123116.png](https://community.atlassian.com/t5/image/serverpage/image-id/317626i44297ECB12CD3395/image-size/large?v=v2&px=999 "Screenshot 2024-04-11 123116.png")

[@John Funk](/t5/user/viewprofilepage/user-id/7148)


author: John Funk
body: Can you just change the Number of approvers to 1? Then use an automation rule to populate the Jira field that is used to show the approvers.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to track customer visits to Service Desk Knowledge Base
Asked by Kelsey Amar:

We're in the process of re-vamping our customer facing knowledgebase to include more self-service articles, How To Guides, Troubleshooting articles, and User Guides.

We want to know if our customers are visiting these pages and find them helpful. Through the analytics page Ive been able to see how many of our internal staff have visited the pages, but (a) is there a way to track custom views of a knowledgebase article and (b) is there a way to add a "was this article helpful" button where they can provide feedback (even just a thumbs up or thumbs down) so that we can collect feedback and improve?

I searched the forums but didn't find what I was looking for.

Thanks for any help!


Answers:
author: Walter Buggenhout
body: Hi [@Kelsey Amar](/t5/user/viewprofilepage/user-id/5473738) and welcome to the Community!

Yes. In your JSM project there is a default report *"Requests deflected"*. The report has 2 metrics on it:

* Article views from portal
* Requests deflected from portal

The first on shows the number of articles people actually viewed and the second shows the ones where people indicated the article helped them solve their problem or request.

Below the chart there is also a table where you can drill into the details of these articles.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
How Do I Restrict Permissions for ITSM Services?
Asked by Weimen Li:

I have an ITSM Service Project on which I use the [Services](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-services/) feature. Per [this article](https://support.atlassian.com/jira-service-management-cloud/docs/how-services-work-with-assets-in-jira-service-management/), I can see that my services all appear in my Assets tab in a system-defined Service schema.  

The problem is that [unlike regular assets](https://confluence.atlassian.com/servicemanagementserver/configuring-roles-and-permissions-1044784414.html), I cannot configure the system-defined Service schema's permissions; the Configuration option for both the schema \& object types within the schema is missing.  

By default, the permissions seem to allow all users in my site to view \& edit every service. But, I only want particular groups to be able to view the Services, and even fewer groups to be able to edit the Services.   

How can I go about this?


Answers:
author: David Friedrich
body: Hi [@Weimen Li](/t5/user/viewprofilepage/user-id/5466641) ,  
I will try to look into it and understand your problem. Maybe I have an answer.  

But in the meantime, since you have cloud premium plan, ask the official Atlassian Support for help. That's what you are paying for.  

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

<br />

comments: author: Weimen Li
body: Hi David,  

Thank you for the link - I've raised an official ticket as well.


Tags: cloud

jira-service-management

jira-service-management-cloud
"Please select a valid project" error when creating JSM -> JDP automation
Asked by Aidin Mahmoodi _ServiceRocket_:

I have tried both project rule and global rule to create an automation when a JSM request is closed as "Confirmed Feature Request". This should trigger creating a new idea on my JPD project. However I keep getting the following error with no context.   

* I am project admin for both project as well as site admin:
* The JPD project is on Free plan

<br />

![Screenshot 2024-04-11 at 12.30.10?PM.png](/t5/image/serverpage/image-id/317586iAF7134E2A86855D7/image-size/large?v=v2&px=999 "Screenshot 2024-04-11 at 12.30.10?PM.png")


Answers:
author: Aidin Mahmoodi _ServiceRocket_
body: NVM, I found the issue. I had to allow contributors to add ideas to JDP and ensure the reporters are added in to contributors list. Which is very limiting and probably defeats the purpose of using this automation.


author: Olga Netczuk
body: [@Aidin Mahmoodi _ServiceRocket_](/t5/user/viewprofilepage/user-id/1068732) is this the case: <https://jira.atlassian.com/browse/JIRAAUTOSERVER-527> ?

The one with all the screenshots: <https://jira.atlassian.com/browse/AUTO-1265>

Did you try the Workaround ?

comments: author: Aidin Mahmoodi _ServiceRocket_
body: Hey [@Olga Netczuk](/t5/user/viewprofilepage/user-id/5452831) it looks like the same symptoms. What solved the problem for me was to change the permission for contributors and allow them to add ideas. I guess the workaround suggested here to set the actor to "Automation for Jira", could also work.


author: YY Brother
body: Hi [@Aidin Mahmoodi _ServiceRocket_](/t5/user/viewprofilepage/user-id/1068732)

Welcome to our community.

Please change the scope of this automation to both projects (JSM \& JPD) and then try it again.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/317587i6A8D72DD117AD85B/image-size/large?v=v2&px=999 "image.png")

Thanks,

YY?

comments: author: Aidin Mahmoodi _ServiceRocket_
body: I have tested on both Global and Project the scope was set to global as well. Still the same issue


Tags: cloud

jira-product-discovery

jira-service-management

jira-service-management-cloud
Can I automate status change after a form is submitted?
Asked by Kyle Anders:

I have a request and issue type I've created with a custom workflow and statuses.

One status is waiting on a customer to fill a form and then submit for approval.

Can I trigger the transition based on this form submission?

This is what I attempted, but the automation rule failed.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/317561i6C7F12727C00FEA9/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Joseph Chung Yin
body: [@Kyle Anders](/t5/user/viewprofilepage/user-id/5471141) -

Yes, you can. However, can you share the error of your automation rule execution?

So we can further assist....

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Kyle Anders
body: Here's the screenshot from the audit log.![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/317563i90B6CDABEB07E286/image-size/large?v=v2&px=999 "image.png")


author: YY Brother
body: Hi [@Kyle Anders](/t5/user/viewprofilepage/user-id/5471141)

Please check if you have two same statuses named "Waiting for Procursement"?

As a test, you could change to another status of this issue type's workflow.

Thanks,

YY?


author: Kyle Anders
body: Thanks for you suggestion, while trying that I realised the issue was the automation for the previous transition not triggering.

This caused it to be unable to change the status. After changing the trigger for the first automation, it works perfectly.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Automation: create a new request in another project
Asked by Lukasz:

I have two JSM team managed (!) projects that I use as internal servicedesks in my organisation.

Sometimes one workflow triggers another workflow. I wish to automate ticket creation to streamline our business process.

I have created an automation in the source project that, when the issue reaches particular status, creates a new issue in the target project. I was also able to able to set the "summary" field in the target issue as a copy from the source issue.

![Screenshot 2024-04-11 001021.png](https://community.atlassian.com/t5/image/serverpage/image-id/317557iF6045490EF54222C/image-size/large?v=v2&px=999 "Screenshot 2024-04-11 001021.png")

Now I wish to

1. set the "reporter" field of the target issue based on a custom field from the source issue. I tried to set "additional fields" under "more options" as:

```
{
  "fields": {
    "reporter": {"id":"{{issue.customfield_10088.accountId}}"} ,
  }
}
```

but it doesn't work. I guess I have to somehow explicitly state which is source and which is target issue?

2. take a form that was attached to the source issue and copy it over to the target issue. If that is impossible, I would be fine to attach a pdf snapshop of this form to the target issue.

Thanks very much in advance for any tips!


Answers:
author: Trudy Claspill
body: Hello [@Lukasz](/t5/user/viewprofilepage/user-id/4268233)

Please show us the complete rule that you have created. Often problems are based on the current context of a given step, and we can't determine the context without seeing the complete rule.

If you want to reference fields from the issue that triggered the rule, anywhere in the rule you can use the {{triggerIssue}} object (rather than the {{issue}} object). That might be all you need to solve your first question.

It seems like it might not be possible to copy a form from one issue to another within an Automation Rule, based on this, except by using the workaround which requires using the Send Web Request action to call the REST API:

<https://jira.atlassian.com/browse/JSDCLOUD-11399>

comments: author: Lukasz
body: > If you want to reference fields from the issue that triggered the rule, anywhere in the rule you can use the {{triggerIssue}} object (rather than the {{issue}} object)

Thank you! This solved the first point.

I'll give API solution for point 2 a shot, it looks like what I need.

Thanks again!


author: Gikku
body: [@Lukasz](/t5/user/viewprofilepage/user-id/4268233) The below should work to copy the value of the user custom field from the source to the 'Reporter' on the target.

![User custom field.png](https://community.atlassian.com/t5/image/serverpage/image-id/317558iA7E2DA69A187D34E/image-dimensions/496x602?v=v2 "User custom field.png")

comments: author: Lukasz
body: Thank you for the response, [@Gikku](/t5/user/viewprofilepage/user-id/3574315)

My custom field unfortunately does not appear in the dropdown list, so this solution doesn't work.


Tags: cloud

jira-service-management

jira-service-management-cloud
How feasible is it to host on t2.micro?
Asked by Brady Buttrey:

I'm looking to host the data center version of Jira Service Management on a t2.micro. Would this be feasible, or would it just fail/crash? I only ask so I know weather I need to pay for my testing phase or not.


Answers:
author: Mirek
body: Hi [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170)

If t2.micro means \~1CPU and 1 GB RAM.. which might be not enough if we think about longer perspective.

Please review this documentation first

<https://confluence.atlassian.com/enterprise/infrastructure-recommendations-for-enterprise-jira-instances-on-aws-969532459.html>


Tags: data-center

jira-service-management

jira-service-management-data-center
I'm getting an error when trying import into Assets
Asked by Jim Smith:

I have a schema with an object of "Hardware Assets" with sub objects of "Laptops", "Phones" and "Tablets". The Laptops object is already populated with data with Serial Number being the key.

I have another Object, "Employees" which is empty and I have a CSV file has the employee name, email, and the serial number of the laptop assigned to them.

when trying to create the import for this object, The fields I'm trying to associate is the "Serial Number" to go to the "Laptop Assigned" field on the CSV which I'm trying to link back to the "Laptops" object by using the AQL "name = ${Laptops}". I get the error, "Invalid placeholders in the AQL for attribute Laptop. Placeholder laptops is not present as data locator" and I can't figure this out. Help?


Answers:
author: Gikku
body: [@Jim Smith](/t5/user/viewprofilepage/user-id/5282142) Try using the AQL as "Name = ${Laptop Assigned}" where 'Laptop Assigned' is the name of the column that you have in your CSV file.

comments: author: Jim Smith
body: [@Gikku](/t5/user/viewprofilepage/user-id/3574315) I did try that, and I actually needed to change it to "Label = ${Serial Number}" in order for it to work. thank you for the help!!


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
Is it possible to have a JSM knowledge base that is private to agents without a confluence license?
Asked by Lance Waldrop:

Is it possible to have a JSM knowledge base that is private to agents without a confluence license? We want to have internal documentation that is not viewable by external customers in the help center.


Answers:
author: Kian Stack Mumo Systems
body: [@Lance Waldrop](/t5/user/viewprofilepage/user-id/5429789),

I don't think you can do this. I tried a couple of ways, but I think you would need to enable page level or space level restrictions, neither of which you can do on the free plan. You'd need to upgrade to a paid Confluence plan.

comments: author: Lance Waldrop
body: Hey [@Kian Stack Mumo Systems](/t5/user/viewprofilepage/user-id/853673) thanks for the suggestion. I'll try this and see what I can do with a paid license from an administrative level. Will let you know what I found.


author: Lance Waldrop
body: We tried this and found getting the implementation to where we wanted had too much friction. Knowledge base appears to be more for external customer self-service documentation, vs the fuller features from a Confluence license. Based on this we've opted for Confluence licenses for everyone.


author: Trudy Claspill
body: Hello [@Lance Waldrop](/t5/user/viewprofilepage/user-id/5429789)

When you say "without a confluence license" do you mean that the JSM agents would not have a Confluence user license?

comments: author: Lance Waldrop
body: Correct. To give some context, we're looking at migrating to Jira and are in an information and requirement gathering stage. To save on costs we're hoping the knowledge base feature built into service management would be sufficient for agent documentation, but some of the potential blockers is documentation being visible to external customers (most if not all is for internal use only).

We haven't yet found a way to limit that visibility unless the agents have a confluence license.


author: Trudy Claspill
body: Are you planning to use a paid Confluence subscription, or are you trying to use a Free Confluence subscription?

Do you want the agents to only view the KB information through the customer portal, or would you have them access Confluence directly?

Would then need access to information in more than one Confluence space?


author: Lance Waldrop
body: 1. Some of our users will have a paid confluence license but only those working out of a Jira software project since there isn't an included KB feature.

2. Agents don't *need* to view documentation thru the portal, within Jira is sufficient. They would view and create pages in KB within their service management project.

3. They would need to access information in other confluence spaces but would have no need to edit or create in them which we've found possible with minimal testing.


Tags: cloud

confluence-cloud

jira-service-management

jira-service-management-cloud
portal de acceso a Jira para mis clientes
Asked by Adrian Omar Sposari Sabio:

Hola Necesito saber como crear un portal de acceso a mis clientes internos para que generen las incidencias o tickets de support.

Gracias


Answers:
author: Trudy Claspill
body: Hola [@Adrian Omar Sposari Sabio](/t5/user/viewprofilepage/user-id/5473544)

Bienvenido a la comunidad Atlassian.

?Cu?l es su nivel de conocimiento y experiencia con Jira Service Management?

?Ya tienes una suscripci?n al producto Jira Cloud Service Management?

?Has creado un proyecto de Jira Service Management?

?Ha revisado la documentaci?n disponible sobre la configuraci?n de permisos para su sitio, para el producto de administraci?n de servicios y para su proyecto de administraci?n de servicios?

<https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/>

---

Hello [@Adrian Omar Sposari Sabio](/t5/user/viewprofilepage/user-id/5473544)

Welcome to the Atlassian community.

What is your level of knowledge and experience with Jira Service Management?

Do you already have a subscription to the Jira Cloud Service Management product?

Have you created a Jira Service Management project?

Have you reviewed the available documentation about setting up permissions for your site, for the service management product, and for your service management project?

<https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/>
> Jira access portal for my clients
>
> Hello, I need to know how to create an access portal for my internal clients so that they can generate incidents or support tickets.
>
> Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating sub-tasks using Groovy Scripts
Asked by Mayur Gaikwad_Tech PMO:

Hi,

Can we create sub-tasks using groovy scripts?


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@Mayur Gaikwad_Tech PMO](/t5/user/viewprofilepage/user-id/5072221) ,

using script runner you can add a groovy script in order to create subtasks. In the following video an example of post function with the related code <https://www.youtube.com/watch?v=Vx0ejE56jf0>

Hope this helps,

Fabio


Tags: cloud

jira-service-management

jira-service-management-cloud
How to prevent Parent ticket from transitioning when Sub-Task ticket is not closed
Asked by TD:

I am using Jira Service Management Data Center and I would like to know how to prevent a parent ticket from transitioning until all sub-tasks are completed.

I tried going to the workflow and editing the Conditions value to, "All sub-tasks must have one of the following statuses to allow parent issue transitions: CLOSED, DELINED, CANCELED or DONE" but the parent ticket still transitions.

Process:

1. Open ticket

2. Create sub-task from the Edit menu within parent ticket

3. Attempt to transition Parent ticket \<- this parent still transitions even though the sub-task ticket is set to "Open"


Answers:
author: TD
body: Nevermind, I figured it out. I had to set the condition for EVERY possible transition I have in my workflow.


Tags: data-center

jira-service-management

jira-service-management-data-center
Saludos, estoy intentando acceder desde el m?vil, me gustaria saber donde consigo el URL que me pide
Asked by Rhadamy Rosado.:

Saludos, estoy intentando acceder desde el m?vil, me gustaria saber donde consigo el URL que me pide


Answers:
author: Jack Brickey
body: Si est? solicitando la URL utilizada para acceder a su sitio JSM al usar la aplicaci?n Jira en su tel?fono inteligente, deber?a ser \<su sitio\>.atlassian.net. reemplazar? \<su sitio\> con el nombre de su sitio espec?fico.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Customer Satisfaction Report
Asked by Dumi:

Hello dear community,

I wanted to ask how it is possible to create this "Customer Satisfaction by Agent" report like in Atlassian's documentation. The options in the ootb reports are very limited. I was not able to create the report. Could you please provide the steps? We are using JSM DataCenter 5.4.11, so maybe it is not possible?  

![image.png](/t5/image/serverpage/image-id/317454i2F748B160DE861A1/image-size/large?v=v2&px=999 "image.png")

Thanks in advance


Answers:
author: Dumi
body: Hi Klaudia,

thanks, now that more data has been added, it also looks different now.

Another question: is it possible to export or select additional fields when exporting the report?


author: Klaudia Sch?n_Deviniti_
body: Hi [@Dumi](/t5/user/viewprofilepage/user-id/5437386) !

The customer satisfaction report can be created in your Jira version.

In general, this kind of report can be easily created under the Project management, as indicated in the screenshot below:

![report.png](https://community.atlassian.com/t5/image/serverpage/image-id/317496i40070EE88F512512/image-size/large?v=v2&px=999 "report.png")

Then, once clicking on "New report", you will be able to create a new one. You may add a new serie and restrict individual one to Assignee. For this purpose, using JQL query (advanced mode) is necessary.

You can also check another Community thread, related to this topic: <https://community.atlassian.com/t5/Jira-Service-Management/customer-satisfaction-by-agent-report/qaq-p/1018659>

I hope you will find it useful ;)


Tags: data-center

jira-service-management

jira-service-management-data-center