youngmon/atlassian-qna huggingface dataset:
Export reports into Excel is not available
Asked by Christian Wolfram:

I'd like to export a search result into Excel, but there is no option to Export into xlsx only into csv. Is it necessary to activate the function or why ins't it available.

![Screenshot 2024-08-07 124255.png](https://community.atlassian.com/t5/image/serverpage/image-id/340481iA415ABDE9206D7D3/image-size/large?v=v2&px=999 "Screenshot 2024-08-07 124255.png")


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Christian Wolfram](/t5/user/viewprofilepage/user-id/5359573)

from [JRASERVER-65214](https://jira.atlassian.com/browse/JRASERVER-65214), it indeed looks like the feature has been removed from Jira.

The easiest might be to export as CSV, and open the CSV file from Excel. This should contain all the basic data - however I don't know if the Excel export contained any additional data, like formatting etc.

Alternatively, if you're open to solutions from the [Atlassian Marketplace](https://marketplace.atlassian.com/), there's a number of apps available that either provide advanced exporting capabilities, and/or bring Excel-like interactions and features straight to Jira. I myself happen to work on an app that does both; I'll add more information below.

Best,

Hannes

comments: author: Hannes Obweger - JXL for Jira
body: ... and to expand on my last point: If you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=datacenter&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2777942).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a range of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

This is how it looks in action:

![jxl-basics-v2.gif](https://community.atlassian.com/t5/image/serverpage/image-id/340943i6D04BC0F3B0D1BD8/image-size/large?v=v2&px=999 "jxl-basics-v2.gif")

This all happens directly in Jira, on live Jira data. Of course, you can also export your data to Excel in just two clicks.

Any questions just let me know!


author: ?ukasz Modzelewski _TTPSC_
body: It was removed back in Jira 7.2, here is some info how this feature could have been enabled again (this might be very outdated, and available in your current Jira): <https://community.atlassian.com/t5/Jira-questions/Re-How-to-export-JIRA-issues-to-Excel/qaq-p/584013/comment-id/601075#M601075>

If you are open to apps, I'm from the team behind [Excel 365 Connector](https://marketplace.atlassian.com/apps/1222961/excel-365-connector-for-jira?hosting=datacenter&tab=overview), app which allows for a 2-way communication with Jira -\> you can import issues to Excel, edit them and send changes to Jira.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
How to connect Assignment Group with Users?
Asked by Wioletta:

Hello all,  
i have the following situation:  
1. I have specific groups in User management that have specific users.  
2. In tickets i have two fields Assignee and Assignment Group.  
I would like to get a single drop down list for Assignee field when i choose Assignment Group, so i can choose only one user from this specific group.  
Is it possible to do it?  

I know i can create a drop down list for a field, but this one will differ for each security group + i will have to update the field every time the security group changes.


Answers:
author: Rilwan Ahmed
body: Hi [@Wioletta](/t5/user/viewprofilepage/user-id/5562706) ,

Welcome to the community !!

*"* *I would like to get a single drop down list for Assignee field when i choose Assignment Group, so i can choose only one user from this specific group."*   
-- This is **not** possible in native jira

Similar question was provided an workaround by [@Riley Venable](/t5/user/viewprofilepage/user-id/4584007) in <https://community.atlassian.com/t5/Jira-Service-Management/Assignee-based-on-assigned-group/qaq-p/2306130>. Check if that works for you.


author: Rebekka Heilmann _viadee_
body: Hi [@Wioletta](/t5/user/viewprofilepage/user-id/5562706) and welcome to the Community,

You can restrict the "Assignable" User permission to a "group custom field value". That way, the issue can only be assigned to the users from the current Assignment Group. You'll need to edit the Project permissions for that.

However, I don't think that will limit the auto completion as that is restricted per Field context. For Assignee, that is "All active users".


Tags: cloud

jira-service-management

jira-service-management-cloud
Hoe to change assignee of a service ticket submitted by a customer.
Asked by Sri Rajalingam:

I currently have a Service Management project which is setup to automatically assign a user as the assignee. I like the assigned user to change it to another person. But currently the drop down list for the assignee field only shows a limited set of users. I like to list the team members of the project to be listed as that they can be assigned to the task. How can achieve this. How are the users selected to be listed in the assignee drop down list box. Is it based on roles.


Answers:
author: Sam Bartolome
body: Hi [@Sri Rajalingam](/t5/user/viewprofilepage/user-id/5562673)

Welcome to the Atlassian Community.

The assignee or possible assignee of a JSM project is an agent and a license should be assigned to it, otherwise it will never display the expected user/s.

Please note, if the list of agents is extensive only a bunch of them will appear in alphabetical order, however if you start typing the user's name, it will appear as expected.


author: Tomasz Kowalczyk
body: Permission which define who can be assigned is Assignable User permission. Just set a group or individual users to that permission in project permission scheme


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Why are all three agents already used up
Asked by Rob vanSpronssen:

Sorry if this is a dumb question. I am just getting started with Jira Service Management, but have lots of Jira and Confluence experience.

When I started a new support project, immediately I see that there are "No agents left". In my start up configuration, there are 5 people in the "Service Desk Team" role and several people in the "Administrator" role. I have one person in the "Service Desk Customer" role.

But I do not see a role for Agents, so I am unsure which users are taking up the other two agent spots. I assume I am one of the agents since I am the person who installed and configured the support service project.

How do I determine who the other 2 agents are? Even if I remove all others from the Administrator role, the number of "free" agents does not change.

Thanks![People.png](/t5/image/serverpage/image-id/340453iF3B4CB47800F665D/image-size/large?v=v2&px=999 "People.png")


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

Agents are determined by who has been granted access to the Jira Service Management product as a user. To see that you will need to have User Access or Org Admin permissions.

Go to Settings \> User Management \> Products

Click on the 3 dots to the right of Jira Service Management and choose Manage Users.

The users in this list Agents and consume an Agent license.

comments: author: John Funk
body: You are making the change in the wrong place. Follow the path above and remove Users from there.


author: Rob vanSpronssen
body: I see that now, thanks.


author: John Funk
body: You are welcome.


author: Anandhi Arumugam
body: Hi [@Rob vanSpronssen](/t5/user/viewprofilepage/user-id/4672421) The Service Desk Team Role usually refers to the Agents. Can you go to the Administration -\> User Management setting and check who have access to Jira Service Management application? Those who have JSM application access counts towards Agent licenses. Hope this answers your question.

comments: author: Rob vanSpronssen
body: Your own documentation says that Service Desk Team members are Collaborators, not Agents. Having 5 Service Desk Team members (or just 1) does not impact the Agent count.

However, I do see that the three site organization admins are all listed as Agents, and I cannot remove them from that access. When I try I get an error indicating that I cannot revoke product access from an organizational admin, even though I am one of the three organizational admins.

It does not make sense to me that just because you are an organizational admin that you MUST be an agent in Service Management. What am I missing? Thanks.

![OrgAdmins.png](https://community.atlassian.com/t5/image/serverpage/image-id/340457iCE8B3CD54DA1A279/image-size/large?v=v2&px=999 "OrgAdmins.png")


author: Rob vanSpronssen
body: It has now removed this access (still has exclamation marks), but it appears that I have two more agent licenses. Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I increase the number of customers listed per page in the directory?
Asked by Michael Barnett:

I've got a team-managed project. Can I increase the number of customers listed per screen in the directory beyond the default of 50?

<https://xxxxx.atlassian.net/jira/servicedesk/projects/xxxx/customers>

Thanks.

Michael.


Answers:
author: Nadhila Savira
body: Hi Michael,

Unfortunately it is indeed not possible to change how many customers are displayed on that page at the moment. So sorry for this inconvenience!

comments: author: Michael Barnett
body: Can this be added as a feature request or improvement?


author: Nadhila Savira
body: Sure thing Michael.

Since I did not find any relevant existing feature requests, I have created a new one for you here: **[JSDCLOUD-14664](https://jira.atlassian.com/browse/JSDCLOUD-14664) Increase number of customers shown in Customers page.**

Please do vote for it and add any additional comment you may have.


author: Michael Barnett
body: Thank you, I will.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we move the custom values in Details section in Jira issue to the description section?
Asked by Pavithra Kandula:

Hello,

* My use case is I have defined custom values like firstName, lastName, companyName etc. in Jira Issue Collector.
* When I submit a ticket, these custom values are displayed on the right navigation in Details section.
* I want to know if these values can be displayed in the description section of the Jira issue rather than in the Details section.

![jira_image.png](https://community.atlassian.com/t5/image/serverpage/image-id/340412i8B97A539804FE400/image-size/large?v=v2&px=999 "jira_image.png")


Answers:
author: Kai Becker
body: Hi [@Pavithra Kandula](/t5/user/viewprofilepage/user-id/5536201)

thank you for your question. You should be able to move these fields to the left side.  
This is done via the issue layout settings.

From your project's sidebar, select Project settings \> Issues \> Layout

More details can be found here: <https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-layout/>


author: Allen Chen
body: Hi [@Pavithra Kandula](/t5/user/viewprofilepage/user-id/5536201) ,

For service projects, go to **Project** **Settings** --\>**Request type**---\>select the request you would like to make the change--\>add those fields to request form. Then you should be able to see those fields in the same area with description.

![Screenshot 2024-08-12 125100.png](https://community.atlassian.com/t5/image/serverpage/image-id/341351i8AB16116D2D2F569/image-size/large?v=v2&px=999 "Screenshot 2024-08-12 125100.png")

comments: author: Pavithra Kandula
body: Hello [@Allen Jingshi Chen](/t5/user/viewprofilepage/user-id/5501605) ,

Thank you so much for response.

Sure, I will check if this option is available in my project settings.

Thank you!


author: Pavithra Kandula
body: Hello [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079) ,

Thank you for your response!

I see that only for software projects we have this layout option and not for Jira Service Management projects.

Can you please let me know if for Service Management Projects, I want to know if these values can be displayed in the description section.

Thank you!

comments: author: Kai Becker
body: [@Pavithra Kandula](/t5/user/viewprofilepage/user-id/5536201) do you use a team or company managed project?

The issue layout functionality should be there regardless of software or service management.


author: Pavithra Kandula
body: Hello [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079) ,

Apologies for delay in response, the answer to your question is we use company managed project, but not sure why the layout option is not visible. I checked with my Jira admin team regarding this option they updated that will recheck the configuration and get back.

Thank you so much!


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to view the task
Asked by Geeta Negi:

Hi there,

I am unable to view my tickets tasks

![Photo.png](/t5/image/serverpage/image-id/340410i6280352668E71952/image-size/large?v=v2&px=999 "Photo.png")![Screenshot 2024-08-07 113341.png](/t5/image/serverpage/image-id/340411i1B6ED2656F4F6189/image-size/large?v=v2&px=999 "Screenshot 2024-08-07 113341.png")


Answers:
author: Seon Shakespeare
body: Hi Geeta,

It looks like you've run into a licensing issue with Smart Templates add-on

The error message "License error. Please check Smart Templates license in Jira Settings" means the licence might have expired.

Here's what you can do:

1. **Contact your Jira Administrator:** They have access to the Jira settings and can check the status of the Smart Templates license. They can also advise on upgrading your plan if needed.

2. **Check the Atlassian Marketplace:** If you are the Jira admin and Smart Templates is an app you've installed, you can check its licensing status via Jira Settings \> Apps \> Manage apps

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Prevent new projects from inheriting [System] issue types
Asked by Mariano Edvardsson:

Hi! Whenever I create a new project it gets a \[System\] issue type scheme, this causes my issue types to get all messed up because I keep deleting the \[System\] ones (I have for example, "Change" instead of "\[System\] Change".

Whenever I create a project in Cloud, I have no way to prevent this system scheme association from happening, is there a way to avoid this?

Thanks in advance!


Answers:
author: Vicknesh Shanmugam
body: Hi Mariano.

You may consider creating projects with shared configuration as mentioned in this documentation:

* Create a project that shares its configuration with another project: <https://support.atlassian.com/jira-software-cloud/docs/create-a-new-project/>

You might need to create a template project with preferred scheme configuration and make Jira to associate the new projects with the existing configuration when you create a new project.

Vicknesh \[ServiceRocket\]


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Status and Issue Type list?
Asked by Mariano Edvardsson:

Hello! Some time in the last year someone shared a very useful matrix with all issue types, their respective icons and the same for statuses. I cannot find it despite Googling to no avail.

Can anyone point me to the right direction of finding this document? It was on an Atlassian help site, but it was just a webpage with all the Atlassian iconography, not so much a help document.

Thanks in advance!


Answers:
author: John Funk
body: Hi Mariano

All of these items are flexible and can easily be changed. There are only a handful of items that get created with a new Jira instance. What are you trying to solve with the list?


Tags: cloud

jira-service-management

jira-service-management-cloud
Remove "[System]" text from issue types
Asked by Mariano Edvardsson:

Hello! I've noticed that the text "\[System\]" is prepended to some of the issue types:

![Screenshot 2024-08-06 at 13.43.21.png](/t5/image/serverpage/image-id/340391i9748F4DA30510DAB/image-size/large?v=v2&px=999 "Screenshot 2024-08-06 at 13.43.21.png")

Can I remove it without breaking any workflows or other internal systems? Not sure why it gets added when creating an instance and/or project.

Thank you in advance!


Answers:
author: Bhanu
body: Hi [@Mariano Edvardsson](/t5/user/viewprofilepage/user-id/4480807)

You will need to take care of all filters used across Jira where users might have used the name of the issuetype. This will be for dashboard filters used in gadgets, boards, and filters. You will need to contact the stakeholders before making this change and i highly recommend you have some type of backup that you can refer back to, in cloud, it could be a sandbox, and in datacenter, it can be a data sync to a dev env.   

Hope this helps!

comments: author: Mariano Edvardsson
body: Hello [@Bhanu](/t5/user/viewprofilepage/user-id/1830377) ! It's a brand new instance, no users created yet.


Tags: cloud

jira-service-management

jira-service-management-cloud
Wheere did the Email Log and other Email settings get moved to?
Asked by Dallen Taylor:

A recent updat eseems to have moved the email log from the Project settings on a Jira Service Management project. Does anyone know where these were moved to?


Answers:
author: Mikael Sandberg
body: The logs are now located under Project settings \> Emailed requests, it was moved there as part of the new feature that allows you to have multiple email addresses for the single project.


Tags: cloud

jira-service-management

jira-service-management-cloud
Moving from Opsegenie
Asked by bwilliams:

Has anyone who is using Opsgenie started the move to Jira Service Management? We keep seeing an alert to "Start our Move," but it appears to just be information on what to expect and the new changes after the move has started. I did see a month or so ago that the move would start automatically for us in October, so is there anything we need to do to start to move or do we just wait for it to be done automatically?


Answers:
author: Mikael Sandberg
body: I completed the move to the new JSM Operations UI a couple of weeks ago. The "start your move" alert was shown until I completed the move by disabling Opsgenie.

comments: author: bwilliams
body: Was there anything else you needed to do besides disabling Opsgenie?


author: Mikael Sandberg
body: No, nothing else is needed to remove that message. Our usage of Opsgenie was limited to just the on-call scheduling, we use that to assign requests which I wrote an article about.


author: bwilliams
body: Okay, thank you for your response!


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal de Autoservicio configurado con otro campo
Asked by Edgar Salgado Gallardo:

Buen d?a, solicito de su apoyo para validar el siguiente error, al momento de generar un ticket en el portal de autoservicio  
Nosotros generamos un ticket seleccionando el campo "Tipo de errores"  
Pero en autom?tico me selecciona tambien el campo "Clasificaci?n de incidente" y al hacer esto, se est? colocando una regla de automatizacion diferente omitiendo las nuevas de este portal de autoservicio y tomando las reglas de "Clasificacion del incidente"

Desconocemos el motivo por el cual est? sucediendo esta parte

Affected Product
Jira Service Management  
Affects Version/s
5.3.1  
Customer Timezone
GMT-6


Answers:
author: Edgar Salgado Gallardo
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/340397iC62055BF936A1637/image-size/large?v=v2&px=999 "image.png")

comments: author: Sam Bartolome
body: Hola [@Edgar Salgado Gallardo](/t5/user/viewprofilepage/user-id/5513148)

Con la explicaci?n y pantallazo, poco se puede averiguar del problema que podais tener?

Tendr?as que elaborar algo m?s as? como dar m?s detalles de la configuraci?n y automatizaciones.

De momento sugerir?a en mirar el workflow (flujo de trabajo) y las automatizaciones


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Can I add the Atlassian email for my project to a distribution list
Asked by Shawn Holland:

I am currently setting up a new project and would like to add the Atlassian email for the project to a distribution list in outlook so that emails sent to the distribution list create tickets. Is this possible? I do not think I can configure a distribution list as an external email for the project since it is not an actual account so trying to find a work around.


Answers:
author: Shawn Holland
body: So, I actually found a work around myself. But posting this here for anyone with a similar issue in the future.  

If you would like to use a distro list in outlook as your email for receiving emailed requests, you'll have to add the Atlassian email associated with your project (i.e., IT@contoso.atlassian.net) as a contact for your organization in the Microsoft exchange admin center. Once you add the Atlassian email as an external contact for your organization you can then add that email as a member to the distro list you desire.


author: Scott Schellhardt
body: Hi [@Shawn Holland](/t5/user/viewprofilepage/user-id/5562277)   

Welcome to the Atlassian Community !   

I found this that may help:  

To resolve this, you will need to create a dummy user in User Management that is associated with this distribution email address. Once created, you will need to log in as the dummy user once to activate that user. Once this is done, you will be able to search and add the distribution email address to the User field in a JIRA ticket.  

Source: <https://confluence.atlassian.com/jirakb/how-to-configure-an-email-distribution-system-741739384.html>

comments: author: Shawn Holland
body: Hi Scott, I think you are misunderstanding my question. I am trying to set up the email channel for the project for emailed requests but the email we are trying to use is a distribution list in outlook. So, I cannot log into it when trying to add the external email for the channel because it is not an actual account. I am wondering if I can add the Atlassian email address that is created for the project to receive emails and send out notifications to the distribution list in outlook so that it can receive requests from there.


Tags: cloud

jira-service-management

jira-service-management-cloud
Dropdown fields from SQL Database
Asked by Karim Mohamed:

Hi,  

I was wondering if someone ever tried to link a dropdown field and the values would come from outside of Jira. More specifically, the values would come from a SQL database. I was think Assets but then how do I keep those assets updated ?  

Has someone ever encountered this use case ?

Thank you


Answers:
author: Bhanu
body: Hi [@Karim Mohamed](/t5/user/viewprofilepage/user-id/5046408)

This can be implemented using a addon - Power Database Fields from App Fire. You can write scripts on the backend that connect to the data base and show the values when the field is loaded on the form.


Tags: cloud

jira-service-management

jira-service-management-cloud