youngmon/atlassian-qna huggingface dataset:
Default Crowd group memberships not added to confluence automaticly at first login
Asked by Oliver Santschi:

There's a scenario where default Crowd group memberships will not sync over to Confluence during initial login. If Confluence has synced with Crowd *prior* to the user logging in to Confluence, the user will be placed into the correct groups in Crowd but not in Confluence.

* User is added to default groups in Crowd ![](https://jira.atlassian.com/images/icons/emoticons/check.gif)
* User is NOT added to any groups in Confluence ![](https://jira.atlassian.com/images/icons/emoticons/error.gif)

This is alleviated during the next FULL sync from Confluence, whether automatic or triggered manually.

Crowd version: 2.7.2


Answers:
author: Tiago Comasseto
body: Hi Oliver, there's a [bug](https://jira.atlassian.com/browse/JRA-31386) with this functionality that occurs when SSO is enabled. This bug was created for JIRA, but should also affect other applications.

Cheers

comments: author: Oliver Santschi
body: This is it. Thanks!


author: Tiago Comasseto
body: I'm glad I could help, also please vote on the bug report and add your considerations there, this will help our developers to understand the impact and prioritize the fix.Cheers


author: Oliver Santschi
body: The question is: Has anybody the same effect and knows what to do?


author: Caspar Krieger
body: Is there a question here, or is this a bug report that should be on JAC (with some info on how to reproduce)?
crowd change password
Asked by Lutz Faber:

is it possible to change the password in crowd for more than one application at one time?


Answers:
author: Lutz Faber
body: hello Eduardo and Caspar,I'm sorry, that I didn't wrote in the correct terms of crowd.What I seaarch is the possibility to change the password of one user in different directories at the same time. The user should change his password at one place, and the system changes the passwort in all directories, where the user is.Best regards,Lutz


author: Caspar Krieger
body: In case you meant change a user's password for more than 1 application, then that depends on how you have your applications configured. If two or more applications are configured to use the same directory in Crowd, then resetting a user's password for a particular directory will take effect for all applications which are configured to use that directory.


author: Mallmann
body: Hello Lutz,

I'm afraid that's not a possible action to perform through the UI.

Although it is possible to change passwords directly on the database (cwd_application table), you'd need to have the [hash](https://confluence.atlassian.com/display/CROWDKB/Restoring+Passwords+To+Recover+Admin+User+Rights#RestoringPasswordsToRecoverAdminUserRights-Step2.ReplaceAdministratorPassword) value for the new password.

Best regards,

Eduardo Mallmann  
Atlassian Support

comments: author: Lutz Faber
body: hello Eduardo,

do You mean that is possible for edirectory, active diectory and ldap behind oracle ocs?

best regards,

Lutz Faber


author: Mallmann
body: Lutz,

I'm not sure I got what you mean. My answer was related to the *Applications* on Crowd, not to *Directories*.

However, it's not possible to perform bulk updates on Crowd, so you'd need to change the password for each Application/Directory you want to change, or run the update directly on the Crowd's database using queries.

I hope it helps!

Eduardo Mallmann


author: Caspar Krieger
body: @Lutz Faber with your clarifying comment, this is the correct answer; it's not possible to do what you're asking via Crowd's UI at the moment. It would be tricky to do this, because each directory can enforce its own password requirements, and if the password change were to succeed in one LDAP directory but fail in another one, we would have no way to roll back.
My Issue Type won't validate in an Automation job.
Asked by Gene Sullivant:

The Error Review Issue Type as a Sub-task shows in my project. I can create eazyBI reports with it but when I try to use it in an Automation job Jira says Error Review does not exist for the field Issue Type.

I even copied from an active Automation job with another Sub-task and get the same result. What is preventing the Automation from recognizing this Issue Type? Thanks, Gene


Answers:
author: Tansu Akdeniz
body: Hi [@Gene Sullivant](/t5/user/viewprofilepage/user-id/3986069)

It sounds weird. Could you provide a screenshot?


Tags: cloud

jira-service-management

jira-service-management-cloud
Limitations in the opsgenie
Asked by Djair Silva:

Hi guys, thanks for read this one.  
I'm working to add the opsgenie in my projetc in the JSM, looks like there are a feature named on-call, I can see the calendary and others configuration there, but I"m unable to make it call to my phone, I cant see any place to add the phone numbers of my team to make the correct oncall work. Does anyone knows if this feature can call to phones?   
Thanks in advanced, just to make clear, I"m not using the opsgenie account, i'm just trying to use the feature oncall on the project.


Answers:
author: Boris Zozoulia
body: There are few things to consider mate:

Once an alert is received by your team (in other words, when your team is a responder to this alert), the Routing rules will route it to escalation or to a schedule (depending on your preference and requirements

The screenshot I have attached - has 2 routing rules for escalation - one is to notify a user immediately and another one is to wait for 10 minutes before triggering a user response (we use it for our automated alerts, to reduce false positives, in the effort to give an alert some time to be closed (if it is a short-lived one) within 10 minutes. These routing rules are driven by the tags attached to the alerts.  

![oncall-config.png](https://community.atlassian.com/t5/image/serverpage/image-id/339292iD2728BF96337B2FD/image-size/large?v=v2&px=999 "oncall-config.png")

Once a user is notified, individual user notification policies kick in, and the preferred notification method is used. (Users have to define how they want to be notified)

The notification methods are defined in the personal user settings - and this is where u can specify some rules and preferences

![notification-policies-config.png](https://community.atlassian.com/t5/image/serverpage/image-id/339293iE3C65E088CFD1299/image-size/large?v=v2&px=999 "notification-policies-config.png")

comments: author: Djair Silva
body: WOW, thanks alot mate!  
I was able to see the place to add the mobile number, but I was unable to add it as voice... Just SMS is working, to use voice the jira software says that I need to become premium... I have no idea why and how do that, or if this is a bug, because it is a plugin for jira software, not the opsgenie site.


author: Djair Silva
body: Thanks mate, I see that the oncall feature to use the call to my phone it needs to have a premium account. Standard are not covered by this feature. But I can use the mobile app to alert me, it do the ame thing. Thanks alot again. Have a great day.


author: Boris Zozoulia
body: if the method above still fails - contact support to enable call features, or alternatively - configure twilio phone number in the Incoming call routing configuration under Settings -\> Products -\> Operations


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to manage our clients' purchased support time?
Asked by Adam Miller:

Is there a way to manage our clients' purchased support time in Jira Service desk?

Our software users purchase support time in hours or blocks of hours, and it is deducted in 15 minute increments. Historically, we've managed support and these "banks" using MS Access but we would like to bring that over to the Service Desk as we've done for our project management.


Answers:
author: Adolfo Casari
body: [@Adam Miller](/t5/user/viewprofilepage/user-id/5557695)Maybe this can help you

<https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-Products-and-Entitlements-in-Jira-Service-Management/ba-p/2672760>

Otherwise you can set your own Asset schema to handle your customers entitlements and customize it as per your needs.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to allow team members ability to manage automations in their project?
Asked by Kellie McWhirter:

Can I give them access to the automation part of Jira without making them admins?


Answers:
author: Laurie Sciutti
body: Hello [@Kellie McWhirter](/t5/user/viewprofilepage/user-id/5208673) \~ check the Global Administration page \> Global Configuration as shown below. Project Admins can create / modify rules for projects they have admin access to but this can also be restricted to admins who are members of a defined group. HTH

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/339261i9A8BBDA48A23B07B/image-size/large?v=v2&px=999 "Capture.PNG")

![Capture2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/339262iD2B171A727D18D3A/image-size/large?v=v2&px=999 "Capture2.PNG")

comments: author: Kellie McWhirter
body: I tried this but still haven't had any luck. I wonder what I'm doing wrong!


author: Kellie McWhirter
body: [@Kranthi Kumar](/t5/user/viewprofilepage/user-id/5029257) one more question- is there a way someone can do automation without being a project admin and just a team member?

comments: author: Kranthi Kumar
body: [@Kellie McWhirter](/t5/user/viewprofilepage/user-id/5208673)

Only system administrators and project admins have the ability to create automation

<https://support.atlassian.com/cloud-automation/docs/permissions-required-for-jira-cloud-automation-rules/>

*** ** * ** ***


author: Kellie McWhirter
body: ![Screenshot 2024-07-31 at 11.08.34?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/339219i8D7350B339C61052/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 at 11.08.34?AM.png")![Screenshot 2024-07-31 at 11.07.05?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/339218i729A0F894A4D9215/image-size/small?v=v2&px=200 "Screenshot 2024-07-31 at 11.07.05?AM.png")it has this in the right-hand corner. I think it's global?  
thank you so much for responding btw! [@Kranthi Kumar](/t5/user/viewprofilepage/user-id/5029257)

comments: author: Kranthi Kumar
body: Yes, Its look like global   

[@Kellie McWhirter](/t5/user/viewprofilepage/user-id/5208673)


author: Kranthi Kumar
body: Hello [@Kellie McWhirter](/t5/user/viewprofilepage/user-id/5208673)   

Check if the automation was created within a specific project or globally. If it's global, system admin access is required. If it's project-specific, you can use the following steps  

Instead of granting system admin access, you can assign only specific project admin roles. Go to Project Settings \> Users \& Roles \> Add Users, then select the Admin role.  

<br />


Tags: cloud

cloud-automation

jira-service-management

jira-service-management-cloud
My field Request Type is not appearing in my Dashboard I created
Asked by francesca_surraco:

![Screenshot 2024-07-31 at 12.35.10?PM.png](/t5/image/serverpage/image-id/339203iB9BF2EAF771AA7DD/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 at 12.35.10?PM.png")![Screenshot 2024-07-31 at 12.35.03?PM.png](/t5/image/serverpage/image-id/339202i8FB00F42D50010FA/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 at 12.35.03?PM.png") I have a field Request Type in my Service Desk that has 15 selection options. When attempting to use this field in Dashboards solely "irrelevant" is appearing.


Answers:
author: Dave Mathijs
body: Hi [@francesca_surraco](/t5/user/viewprofilepage/user-id/5557670) welcome to the Atlassian Community!

Interesting question. I just tried to reproduce the issue. Unfortunately, It seems that the (Customer) Request Type cannot be chosen as value for the X or Y axis in a two dimensional filter statistics gadget.

There's an open suggestion for it: <https://jira.atlassian.com/browse/JSDCLOUD-13976>

comments: author: francesca_surraco
body: thank you for the confirmation. This is really unfortunate as this prevents us from fully using JIRA dashboards for operational reporting.


author: Dave Mathijs
body: I understand, you can use the request type in other gadgets though.

If my answer helped you, thanks to confirm by clicking the green Accept answer button.


author: francesca_surraco
body: [@Dave Mathijs](/t5/user/viewprofilepage/user-id/2662590) Do you mind clarifying what other gadgets can be used? I haven't been able to use the field successfully in other gadgets I have tried and a comment on the ticket you shared suggests the same


author: Dave Mathijs
body: [@francesca_surraco](/t5/user/viewprofilepage/user-id/5557670) The **Filter Results** gadget for example allows you to add the 'Request Type' in the **Columns to display**


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I edit, change, or remove fields shown when selecting Resolved (Resolution)
Asked by Jimmy Laria:

How can I edit, change, or remove fields when selecting Resolved (Resolution). There are some other fields that were added into this from some other project, I don't know how. I am trying to add my own/different resolution fields, as this project is ITSM related, not Jira Software related.   

Thank you.

![2024-07-31 11_57_22-Resolve this issue - Jira.png](/t5/image/serverpage/image-id/339189iF4B24F3D940F6184/image-size/large?v=v2&px=999 "2024-07-31 11_57_22-Resolve this issue - Jira.png")


Answers:
author: Victor Law
body: Hi [@Jimmy Laria](/t5/user/viewprofilepage/user-id/5549613)

You will need the Jira administrator access to edit the Resolve Screen, as it might be shared across multiple projects or workflows.

I would strongly suggest you check with your Jira administrator to edit that.

If you are the Jira administrator, you should edit the workflow to identify the screen currently associated with the Resolve transition.

Kindly refer to the following page for the steps to configure and map a screen to a workflow transition.

<https://confluence.atlassian.com/jirakb/map-a-screen-to-a-workflow-transition-in-jira-company-managed-projects-720634253.html>

Thank you.

comments: author: Jimmy Laria
body: Thank you, the link you provided helped!


Tags: cloud

jira-service-management

jira-service-management-cloud
Date Field is little difficult to choose over years
Asked by Santhosh Raj:

Hi Team,

We are capturing a Field for Date of Birth. But there is like a problem for choosing the Year easily. We need to click all the month and revising the months to get into something

![Screenshot 2024-07-31 205430.png](/t5/image/serverpage/image-id/339176iED57FB89FC4B6683/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 205430.png")

We can type it in field. But that to in a proper way like dd/mm/yyyy.  

So it is very awkward for users to fill the information easily. He needs to scroll months to get to the year "1985".

How can we resolve this ? Is there any way we can also edit in the Calendar itself and not in the value field of calendar


Answers:
author: Samuel Gatica
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

I completely agree with you; however, I regret to inform you that there is currently no way to make changes to this situation. Please take a look at this suggestion.

<https://jira.atlassian.com/browse/JRACLOUD-76814>

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I add a new team member in the onshore schedule in JSM
Asked by Gajanan Gundawar:

How do I add new team member in the onshore schedule in JSM from specific date onwards?


Answers:
author: Mark Higgins
body: Hi Gajanan,

Welcome to the community.

I'm not familar with 'onshore' schedule? Is that a third party app, or are you referring to the OpsGenie / Jsm Schedule?

Regards

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Work management - calendar view per day or per week
Asked by Rebecca Glatz:

I've started using Jira work management to handle my projects. To have a better overview what needs to be done on a specific day, I like to use the calendar view. However, I can only view the whole month. I would like to have a view per week or even by day.

Especially when you have a bigger team you only see the first three tasks and then "x more". Which makes it hard to see the real workload across the team.

I couldn't find the option to change by view - which I believe in any other calendar is standard. Is there a way to do it anyway?


Answers:
author: Vronik
body: Hi

Look at this

<https://support.atlassian.com/jira-work-management/docs/filter-items-to-find-what-you-need-in-your-project/>

<https://support.atlassian.com/jira-work-management/docs/manage-and-view-your-calendar/>


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-work-management
Missing Attachment field in Jira Service Management!
Asked by Frederik Hellstern:

**Missing Attachment field in Jira Service Management!**  

Can anyone tell me why I am missing the Attachment field in my JSM project? The fields are assigned to both the Edit and View Screen and enabled from Jira Administration.  

I can see the field in my portal and attach files. If an attachment is added from the portal it allows the user to view the attachment field and attached file inside Jira, however, they cannot add additional attachments.  

The problem continues to all different Issue Types which cannot be created from the portal.  

Other projects have access and edibility of the Attachment field.  

The screenshots indicate that the Attachment field isn't present on the Issue View Screen, however, as illustrated it is never the less present...  

Can anyone help?

![Screenshot 2024-07-31 at 09.29.30.png](https://community.atlassian.com/t5/image/serverpage/image-id/339143iDDAD17F51E569904/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 at 09.29.30.png")![Screenshot 2024-07-31 at 09.33.12.png](https://community.atlassian.com/t5/image/serverpage/image-id/339142i2C398B4742236EE4/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 at 09.33.12.png")


Answers:
author: John Funk
body: Hi Frederik,

The message says that the issue you are using in your Permission Helper doesn't have any Attachments. Can you confirm that the issue you are using for your Permission Helper check does indeed have an attachment on it?


author: Christopher Yen
body: Hi [@Frederik Hellstern](/t5/user/viewprofilepage/user-id/5303253)

Is the attachment field you're referencing a custom field or the out of the box attachment function?

I think it's normal in the issue view / layout not to have an attachment field because it is hardcoded.

![2024_07_31_13_02_57_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/339235iEE01053289A9380A/image-size/large?v=v2&px=999 "2024_07_31_13_02_57_Window.png")

comments: author: Frederik Hellstern
body: It is the out-of-the-box attachment function I am using.   

I do have the "Add Attachment" function in the comment, however, what I am searching for is the Attachment function shown in the screenshot below.   

This screenshot is from another project (Software Project).   

Could the issue be related and isolated to the Service Project? ![Screenshot 2024-08-01 at 09.04.02.png](https://community.atlassian.com/t5/image/serverpage/image-id/339337iEBEC466503F86C73/image-size/large?v=v2&px=999 "Screenshot 2024-08-01 at 09.04.02.png")


author: Christopher Yen
body: I believe so, I checked a software project on my end and you can see the screenshot of my service project. It does seem that + button for attachments shows on software and not service projects.


author: Karol Kras?an
body: Hi, I have same problem with JSM cloud. Please is there any solution ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Organizations Detail
Asked by Mathieu SAYAG:

I could see that you added the possibility of adding fields on organizations (organizationDetail) how can we export this information ?


Answers:
author: Lisa Forstberg
body: Hi [@Mathieu SAYAG](/t5/user/viewprofilepage/user-id/5458873) ,

It is indeed an interesting newly launched feature in Jira SM. The fields you add to a Customer or Organization does not however seem to be real custom fields so currently I have not found a way to either export it or make this pop out in a filter view in Jira. I trust this is only the beginning though! It would be super to be able to group and report on these attributes for example.

You can query it however using the syntax *organizations in organizationDetail* example *organizations in organizationDetail("Region", "APAC")*

More on this topic here: <https://support.atlassian.com/jira-service-management-cloud/docs/what-is-customer-service-management/>

best regards

Lisa


Tags: cloud

jira-service-management

jira-service-management-cloud
See Out Going Email Logs
Asked by David Lortal:

I sent a reply to a customer on a JSM support ticket and they never received the replay. I want to check if the email was sent and if the issue was with JSM or the email on the client side.

The reply was long and included a table of data and also an Excel attachment - not sure if this would have affected the sending.

Is there a log of outgoing emails form JSM I can review - I can easily find an incoming log.


Answers:
author: Adolfo Casari
body: [@David Lortal](/t5/user/viewprofilepage/user-id/20192)did you use an email client to send the reply? The logs mentioned in [@Ingo Volkhausen](/t5/user/viewprofilepage/user-id/1215887) post are for JSM generated notifications only.

comments: author: David Lortal
body: I replied to the support ticket using a comment. This triggers an email to the client with the message in the comment but it seems on one occasion the client did not receive which led to a delay in communication. I want to check if the email was not sent by JSM or if it was an issue on the client end.

I want to see a list of all emails sent by JSM to my customers which a delivered/failed status. Is this possible?


author: Ingo Volkhausen
body: Hi David,

Please check the "Customer Notification Logs" under the Project Settings menu. You will find a link there that explains some of the main issues as well (pops up on the right site).  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/339139iC04339044E5360E2/image-size/large?v=v2&px=999 "image.png")[Introducing Customer notification logs in Jira Ser... - Atlassian Community](https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-Customer-notification-logs-in-Jira-Service/ba-p/2364680#U2568458)  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/339138iC5491F7E807793DD/image-size/large?v=v2&px=999 "image.png")

I believe Tansu is referring to handling incoming items.

comments: author: David Lortal
body: Thanks Ingo, my understanding was that this section just applied to invitations sent to customers to join the system?  

Ideally I want to see a list of all emails sent by JSM to my customers which a delivered/failed status. Is this possible?


author: Tansu Akdeniz
body: Hi [@David Lortal](/t5/user/viewprofilepage/user-id/20192)

Welcome to the community.

Please check [About email logs in Jira Service Management](https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/) page.

comments: author: David Lortal
body: Thanks for your reply. ![Screenshot 2024-08-01 065723.png](https://community.atlassian.com/t5/image/serverpage/image-id/339410iC35DD83C1D17482F/image-size/large?v=v2&px=999 "Screenshot 2024-08-01 065723.png") The instructions leads me to inbound emails. I want to see the same list but for outbound emails:  

<br />


Tags: cloud

jira-service-management

jira-service-management-cloud