youngmon/atlassian-qna huggingface dataset:
Increase jira service management premium license count
Asked by Kevin Helfrich:

I have 7 active premium licenses but I am unable to add more. I am a billing admin. Can someone point me in the right direction please?


Answers:
author: Chris C.
body: We are Premium also, I do not have to manually increase our count. When we add a team member, they get an Agent group (I forget what it's called at the moment). That group privates "product access" effectively making them an "agent". When your agent count changes, your billing changes accordingly.

comments: author: Chris C.
body: AH found it real quick for ya. Just go into Administration, and our group is called "jira-servicemanagement-users-\<yourSiteName\>" it has the description as "Grants access to Jira Service Management on \<yourSiteName\>"  
"


author: Marc - Devoteam
body: HI [@Kevin Helfrich](/t5/user/viewprofilepage/user-id/5442622)

Regarding billing, please contact [Atlassian Support](https://support.atlassian.com/contact/#)

comments: author: Kevin Helfrich
body: Thanks, I did and just waiting for a response. Thought I would try the community.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I connect a confluence space from a different site to my JSM project?
Asked by Jordan Dowdy:

I have an application link configured between the two sites showing a 'connected' status. When I go to link a space in my project's knowledge base settings there is no site picker. I've seen this working in another org, I'm just not sure what I'm missing here.   
![appLink.jpg](/t5/image/serverpage/image-id/309715iC56A6B23FE99A772/image-size/large?v=v2&px=999 "appLink.jpg")![site_picker.jpg](/t5/image/serverpage/image-id/309714iFE2C4049688D44CD/image-size/large?v=v2&px=999 "site_picker.jpg")![solution.jpg](/t5/image/serverpage/image-id/309716iF905A54B3A77A0CC/image-size/large?v=v2&px=999 "solution.jpg")


Answers:
author: Marc - Devoteam
body: HI [@Jordan Dowdy](/t5/user/viewprofilepage/user-id/5192366)

Check the permissions on the remote Confluence in relation to JSM.

See documentation: [set-up-a-knowledge-base-so-customers-can-serve-themselves](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/)

comments: author: Jordan Dowdy
body: I updated confluence settings here: [Give access to unlicensed users from Jira Service Management \| Confluence Cloud \| Atlassian Support](https://support.atlassian.com/confluence-cloud/docs/give-access-to-unlicensed-users-from-jira-service-management/)  
but I still do not have the option to select which site to use for linking a space


author: Jordan Dowdy
body: ![documentation.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/309737i409FC444F969A3F2/image-size/large?v=v2&px=999 "documentation.jpg")  
It's in the documentation, I just can't figure out why that option is unavailable to me.


author: Dag Atle Stenstad
body: Hi! What you're trying to achieve is currently not possible. However, I see there are a couple of change requests that you can vote on:

[\[JSDCLOUD-5782\] Support linking non same domain JSD Cloud instances as knowledge base - Create and track feature requests for Atlassian products.](https://jira.atlassian.com/browse/JSDCLOUD-5782)

[\[JSDCLOUD-8335\] Integrating Jira Service Desk with Confluence should allow you to link between Cloud sites with different domains - Create and track feature requests for Atlassian products.](https://jira.atlassian.com/browse/JSDCLOUD-8335)


Tags: application-link

cloud

confluence-cloud

jira-service-management

jira-service-management-cloud

knowledge-base

space
How to format queue column contents
Asked by Paul Benati:

I want to format the contents of a column in a queue. For example, if the field is a date/time stamp field, then I'd like to control the output to show the number of hours between now and the field's value.

Is there a way to accommodate this need?


Answers:
author: Marc - Devoteam
body: hi [@Paul Benati](/t5/user/viewprofilepage/user-id/3078565)

No this can't be done.

Your queues are based on JQL and simply said use the same output as searching, your are just able to specify the fields that are shown in the queue based on the search.

This shows the data that's stored in the field of the issue you can't manipulate this.

comments: author: Paul Benati
body: Bummer, but that's what I thought. Thanks for the quick response!


author: Chris C.
body: Control it? I Don't think so... but ours does what you describe  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309795iADBC863F03BA2259/image-size/large?v=v2&px=999 "image.png")  

If it can be controlled I'm not sure where/how. If the dates are far out, it just shows the actual date and time.  
Like this  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309797iBFCC83508FC297F2/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Input e-mail for software and work management projects
Asked by Arnis Ri?kovs:

Hi,  
In service management projects JIRA offers an email address where project requests are generated for received messages.  
The administrator can also create a custom email address for these purposes.  
Do such opportunities also exist in software and work management projects?  
If so, how to do it?


Answers:
author: Walter Buggenhout
body: Hi [@Arnis Ri?kovs](/t5/user/viewprofilepage/user-id/3753651),

Have a look at [this support article](https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/) for what is possible and how to set things up.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-work-management
ERROR for an Automation: Destination status could not be resolved.
Asked by Mahmoud Dahia:

Hi Team!

Somehow, my automation is not working and I'm receiving an error, even though my workflow should be functioning. The idea is that as soon as the status of a linked issue changes, the status of the other one should also change automatically. The first issue was created already in February, and today we changed the status of the linked one, but instead of switching, I received an error. I also checked if the issue type is the wrong one but it was right..

![Screenshot 2024-03-01 113355.png](/t5/image/serverpage/image-id/309640iA3FF33FAFEABAF8A/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 113355.png")![Screenshot 2024-03-01 121035.png](/t5/image/serverpage/image-id/309643iCA5B511B8EA1235C/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 121035.png")![Screenshot 2024-03-01 113322.png](/t5/image/serverpage/image-id/309644i7598A1174E217653/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 113322.png")![Screenshot 2024-03-01 113610.png](/t5/image/serverpage/image-id/309645i2A88421744CAAB14/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 113610.png")

I have a workflow for a service desk project which is like that:New-\> Analyse -\>Chargeable -\> New Feature -\> Effort Estimation -\> Waiting for Approval -\> New Development -\> Ready to Roll Out -\> Implement -\> Completed.

The Worklow for the other project is like that: New -\> Preestimate -\> Approval -\> Backlog -\>Analyse -\> Ready -\>Progress -\>Review -\> QA -\> Go Live

It would be amazing if oyu could help me out here

Thank you in advance!


Answers:
author: Marc - Devoteam
body: Hi [@Mahmoud Dahia](/t5/user/viewprofilepage/user-id/5433921)

So what happens in you rule is, if the issue in project with the Approval, Backlog statuses, the issues use this transition.

Is the linked service desk issue able to go from any status in it's workflow to the "New Development" status or only from Waiting for Approval.

Is the issue that is found in the log from the rule a JSM project issues and does it use the specified workflow and if os is it in the status Waiting for Approval?


author: vinz
body: Hi [@Mahmoud Dahia](/t5/user/viewprofilepage/user-id/5433921)

It depends on what is the previous status of your linked issue. If the previous status of the linked issue is not waiting for approval, you won't be able to transition toward New development except if you configure New Develpment status to be reachable from any other status.

Hope this will help

Regards


author: Mahmoud Dahia
body: Thank you Team! This was a great help. The issues was because of the workflow. the previous status was something different. I have changed it that you can set choose from any other status

Best regards

Best


Tags: cloud

jira-service-management

jira-service-management-cloud
I keep getting this error: Some details were not updated The organizations or customers in the follo
Asked by David:

I'm trying to import my customers using CSV in the organization I already have the organization set up. But I keep getting an error.

I am testing with just 2 emails, I have also created only 2 more fields, first and last name.

I filled up these fields with the necessary information.

So, I have just 3 columns, Email by default, firstName and lastName

![error while uploading.jpg](/t5/image/serverpage/image-id/309634iFD790F164049794A/image-size/large?v=v2&px=999 "error while uploading.jpg")


Answers:
author: Megan Ferguson
body: Did you get this resolved? I'm hitting the same issue. I don't understand why there is an Import Details available on the Customers screen and it provides you the option to download a template, if it doesn't work.   

I've downloaded the template, it contains Email, First Name, Last Name attempted to upload of 10 records and I get the same errors. "Some details were not updated. The organisations or customers..."


author: Marc - Devoteam
body: HI [@David](/t5/user/viewprofilepage/user-id/5442377)

Welcome to the community.

If you are referring to adding Customers and Organisations in bulk, there currently isn't a way to do that.

This can also be done via the API, see <https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-organizationid-user-post>

There are a few Suggestions submitted in Atlassian to add that functionality; Feel free to vote for and watch them. [JSDCLOUD-9265](https://jira.atlassian.com/browse/JSDCLOUD-9265) [JSDCLOUD-1829](https://jira.atlassian.com/browse/JSDCLOUD-1829)

This is what was recommended from Atlassian: [add-customers-in-bulk-to-your-service-project](https://support.atlassian.com/jira-service-management-cloud/docs/add-customers-in-bulk-to-your-service-project/)


Tags: cloud

jira-service-management

jira-service-management-cloud
Custom Dashboard Widget to display total hour use per months
Asked by kevin_fu:

I was requested by management to export a chart that analyzes the support hours used by clients per month. The support hour was stored in a field for the issue. But when I was exploring Jira Dashboard, I found out that there was no widget available for me to achieve this.

Sample format that I wish to display in the JSM Dashboard:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309611i71F61099D10C967C/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Marc - Devoteam
body: Hi [@kevin_fu](/t5/user/viewprofilepage/user-id/5442306)

Welcome to the community.

As mentioned by [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) you would require a time writing app, with dashboard capabilities.

Or you need to loop for marketplace apps thet are able to enhance dashboard reporting, you cold look at:

* Custom Charts and Status for Jira
* Or any others, see; [https://marketplace.atlassian.com/search?hosting=cloud\&product=jira\&query=report](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=report)


author: Nikola Perisic
body: Welcome to the community [@kevin_fu](/t5/user/viewprofilepage/user-id/5442306) !

Correct, as a native feature in Jira, you cannot calculate this. However, Tempo offers a tempo total hours dashboard that displays total hours for a period by Customer.

And also, Jira doesn't have a native way to directly calculate the total hours spent by a customer across all issues within a specific timeframe.


author: Danut M _StonikByte_
body: Hi [@kevin_fu](/t5/user/viewprofilepage/user-id/5442306),

You could easily achieve this by using the **Advanced Issue Filter Formula gadget** offered by our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20agile%20stonikbyte%20) app.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309835i27E4876AC378BB57/image-size/large?v=v2&px=999 "image.png")

Have a look over this article on how to use this gadget (and the other others offered by the same app) on how to improve your Jira Service Management dashboards: <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

Hope this helps.

Danut.


Tags: cloud

dashboard

jira-service-management

jira-service-management-cloud
Create Button is Missing from the 'Create Issue' Screen
Asked by Rohith k:

Hi Team,

We are missing the Create Button is Missing from the 'Create Issue' Screen. This was noticed at 1300 CST on Feb 29th, see the attached image.

![image-20240229-193428.png](/t5/image/serverpage/image-id/309609iD87B4E2695B6BF88/image-size/large?v=v2&px=999 "image-20240229-193428.png")  

<br />

Thanks.


Answers:
author: Marc - Devoteam
body: Hi [@Rohith k](/t5/user/viewprofilepage/user-id/5305853)

I suspect that this create button is coming from an installed app within you instance, as its not an ootb function.

What app is it related to?

It also might be doing with an active incident that is still not closed.

See, <https://status.atlassian.com/>


author: Asmath Basha S
body: Hi [@Rohith k](/t5/user/viewprofilepage/user-id/5305853) ,

This Create button is not a default one. Some apps have installed in your instance and it has made to visible create button with different functionality. Kindly check with your installed apps in Jira instance and have a look at the features of that.


Tags: cloud

jira-service-management

jira-service-management-cloud
Does Customers can do the approval ?
Asked by Santhosh Raj:

Hi Team,  

I want some of the customers to do approvals,  

What we did ?  
Made the approval process by the customers  
Since there are like 500+ approvers, we added them as a customer portal and do the approval process via customer portal.   

But now, its not showing them on the list, Is that because of any update.  

Restricted:  
1. We restricted only some of the mails to be used or created in the portal.

2. But it shows the old customer able to create the form, but not showing the other customers like approvers.

The project is open and visible, but don't know why its listing all the customers.  
We even added the group (customer group jsm) to the custom fields.  

Please help in guiding these steps or whats the mistake ?


Answers:
author: Jack Brickey
body: [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) , please see this article - [set-up-approvals](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-approvals/) . in the articles illustrated on that page they discuss how to set up approvals by customer.


author: Santhosh Raj
body: Yes. all those who signed in had access, but I think now its restricted.   
Is that because of any update ? [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)

comments: author: Nikola Perisic
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) ,

Do you have a screenshot of this issue (blur out all of the details that you don't want to be seen, since this is a public site)?


author: Santhosh Raj
body: Yes. Only Portal access outside of Jira [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)


author: Nikola Perisic
body: Hello [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

By approvers do you mean customers?

comments: author: Santhosh Raj
body: Yes by customers [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)


author: Santhosh Raj
body: It was working before. But we did updated our Jira to allow some Specific emails into our organization, So is it blocking all the customers [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue transition triggers transition on related issue
Asked by Adrian Szubert:

Dear Community

I come to you with the following use Case:

Issue Type: The story, progressed through the workflow to a certain status "Ready for QA", which triggers the automation to create a related issue "QA Task".

QA Task is set to status "To do".

Is it possible when an issue "QA Task" is transitioned to the status "QA In Progress", it will also transition to the Related issue from which it was triggered to "QA In Progress"?

Looking forward to hearing your opinions on that, and maybe suggestions on how it can be approached!


Answers:
author: Marc - Devoteam
body: Hi [@Adrian Szubert](/t5/user/viewprofilepage/user-id/5179901)

Yes this can be done, but the status "QA In Progress" has to exist the workflow associated with the issue type Story.

Example rule, replace the values with your own.

![Screenshot 2024-03-01 at 10.19.16.png](https://community.atlassian.com/t5/image/serverpage/image-id/309614i9CFAE75370BD4C5E/image-size/large?v=v2&px=999 "Screenshot 2024-03-01 at 10.19.16.png")


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Staged user accounts in IDP does not create a user account in Atlassian Admin console
Asked by faiz_jumari:

Hello,

Atlassian access is managed by JumpCloud IDP.  
When a new user is added to JC, they will be in **Staged**status.

We have a **dynamic** group called **Atlassian-Portal** whose attributes are:  
When User State equals Activated or Staged

This means any users that gets added to JC with the status Staged or Active, they will **automatically** be **added** to this group.

This group will give them **Customer** **access** to **Jira Service Management**

However it seems that their Atlassian account will only be created in Atlassian Admin console, if their **Jumpcloud** account is **Active.**

<br />

**We do not want** user's **JC account** to be **Active** until their actual start day. So until then, their account will be in Staged status.

Is there a way for their **Atlassian account** to be **created** even when they are in **Staged** status in **JC?**

<br />

If anyone has experienced this before, your resolution/ workaround will be highly appreciated.


Answers:
author: Marc - Devoteam
body: Hi [@faiz_jumari](/t5/user/viewprofilepage/user-id/4602243)

I don't think this an Atlassian related question, but a Jumpcloud related question. As I suspect this is not a specific topic to Atlassian applications.

I would reach out to them and as why new accounts setup as suspended are not synced, when JC is connected as the IDP for SSO.

You can also check this Atlassian doc: [understand-user-provisioning](https://support.atlassian.com/provisioning-users/docs/understand-user-provisioning/) and this doc from Jumpcloud: [integrate-with-Atlassian-cloud](https://jumpcloud.com/support/integrate-with-Atlassian-cloud)

I do suspect on reading the Atlassian doc that the integration only looks at active and inactive and that Staged is recognised as inactive and there not be synced, unless set active in Jumpcloud.

comments: author: faiz_jumari
body: Thanks for the input [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)   
I've raised a ticket with JC as well.  
Will post here for any updates.


author: faiz_jumari
body: Yeap, so they replied saying that its gonna be a feature update for this. So indeed, it is from their side.

In the meantime, my team utilized a workflow tool to create user's account in Atlassian with their exact email address and with the needed permission.

So when new user onboard and JC is Active, it will override the created Atlassian account and it will become a JC managed account. Solving our problem for now.

Thanks for taking the time to respond [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ! Appreciate it!


Tags: cloud

jira-service-management

jira-service-management-cloud
A better customer portal design. Enhanced drop down menu interface, instead of request type buttons
Asked by Stijn van den Hoven:

Hi, we have 10 clients, every clients has 3 request types. This creates 30 buttons on the portal and a cluttered interface nightmare.

Below is the portal design I would like to be able to build in Jira.

I would start with an icon screen giving the user options.

After the selection is made to create a ticket, drop down menus would be much more practical for selection.

1. Select a client

2. Select a ticket type (Service request, Incident, Change, Problem)

3. Select a label (To classify a ticket issue, this helps in reporting, "service catalogue")

4. Priority questions that help the client set the priority via a matrix, or selecting the priority straight out.

Then

Sumarize the problem

Required Information

Troubleshooting done

What do you request from us

Etc.

Submit.

I am happy to present this to the Jira devs or management team that could initiate this new portal approach. It would greatly enhance the customer experience and with a much cleaner look. I removed ourcompany logo from the black bar. But the portal redesign images below are easy to understand and speak for themselves. I dont believe drop down selection is currently possible, this is an enhancement request to have a better portal/ client facing interface.

![portalredesign.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/309602i177A5839EA1735C4/image-size/large?v=v2&px=999 "portalredesign.jpg")


Answers:
author: Marc - Devoteam
body: Hi [@Stijn van den Hoven](/t5/user/viewprofilepage/user-id/4998232)

You should really look at your setup.

So for each client you made 3 request types, but your sketch shows a complete different setup.

That shows 6 requests, within the 6 request why not have a mandatory select option where they have to select from which client they are.

This in my case would solve a lot of you issues alreadt.


Tags: client

cloud

customer-portal

gui

interaction

jira-service-management

jira-service-management-cloud

portal

usability