youngmon/atlassian-qna huggingface dataset:
How can I get the number of log in attempts from crowd for a user?
Asked by Tim:

Does anyone know how to get this information from crowd? I'm on crowd version 2.3.4


Answers:
author: JustinK
body: Use the REST end point:

<https://developer.atlassian.com/display/CROWDDEV/Crowd+REST+Resources#CrowdRESTResources-UserResource>

specifically:

/user?username=USERNAME\&expand=attributes

This will return the attributes for the user, has failed login attempts they are stored as an attribute against them.


author: Septa Cahyadiputra
body: From database

```
SELECT u.user_name, a.attribute_value as FailedLogin FROM cwd_user_attribute a join cwd_user u ON a.user_id=u.id WHERE attribute_name='invalidPasswordAttempts';
```

This will return the username and how many failed login attempt registered on the database.

Hope it helps.

Cheers,  
Septa Cahyadiputra
Ticket summary not appearing in email notification
Asked by bwilliams:

Hello,   

We noticed that on notification emails we get from Jira, we are no longer able to see the summary of the issue in the email. It only shows the ticket number. At one point we would see the ticket summary as well as the ticket number. This allowed us to know precisely what the issue was without clicking on the ticket link.   

I checked our notification settings and didn't see anything that could be causing the issue. I also added screenshots for reference. The first one is from an old notification I got at the beginning of the year; the second one is what we are seeing today. Is this something that can be fixed?   

<br />

![Screenshot 2024-07-16 170443.png](https://community.atlassian.com/t5/image/serverpage/image-id/335985i21FC6D4E3E9447AB/image-size/large?v=v2&px=999 "Screenshot 2024-07-16 170443.png")![Screenshot 2024-07-16 170546.png](https://community.atlassian.com/t5/image/serverpage/image-id/335986i2E4E2C95A407D623/image-size/large?v=v2&px=999 "Screenshot 2024-07-16 170546.png")


Answers:
author: Igor Medeiros - Modus Create
body: Hi [@bwilliams](/t5/user/viewprofilepage/user-id/5509747)

Not sure if you are still facing this issue, but I just want to mention that our app [Notification Assistant for Jira](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview) can help you with this.

The app allows you to create fully customizable notification schemes, templates, and much more.

Feel free to reach out.


author: Yousuf Raza
body: Please check your account global email settings and make sure that the global email settings have not been altered to exclude issues summaries.

comments: author: bwilliams
body: I checked my settings and nothing appears to have been altered.


author: Yousuf Raza
body: Could you please verify that the issue summary is included in your email templates? Also, review your notification settings to ensure the summary field is properly configured.

If, after checking the global email settings, email templates, and notification settings, you still cannot identify the issue, please contact Atlassian Support to report that your Jira email notifications no longer include the issue summary.  

Note: Please have a look at this documentation available here: [Configuring email notifications.](https://confluence.atlassian.com/adminjiraserver/configuring-email-notifications-938847633.html)


Tags: cloud

jira-service-management

jira-service-management-cloud
Opgenie account
Asked by Judy Campbell:

We received notification about the Opsgenie account will shut down on July 30, 2024.

What does this mean for our organization?

Is it mandatory for us to move to the streamline incident UI?

What will happen if we don't complete the move?

Do we loose any functionality?

Will it affect our notifications?

Will the person who log the ticket still get notified?


Answers:
author: Mikael Sandberg
body: Hi [@Judy Campbell](/t5/user/viewprofilepage/user-id/5545483),

Welcome to Atlassian Community!

The announcement was that there is now a tool that will help you do the move starting June 30th, which was announced in this [article](https://community.atlassian.com/t5/Jira-Service-Management-articles/Resolve-incidents-faster-in-Jira-Service-Management-UI-update/ba-p/2665930). Also check out the documentation for the move [here](https://support.atlassian.com/jira-service-management-cloud/docs/shift-operations-from-opsgenie-to-jira-service-management/). There are a couple of integrations that will not be available and you will lose access to ICC.


Tags: cloud

jira-service-management

jira-service-management-cloud
The sender address issue in emails sent by Jira Service Management
Asked by Deniz Kibar:

The


Answers:
author: Deniz Kibar
body: H


author: Trudy Claspill
body: Hello [@Deniz Kibar](/t5/user/viewprofilepage/user-id/2879211)

Welcome to the Atlassian community.

Are the customers responding directly to the emails sent to them through Jira, and those responses are not getting updated into the support cases?

Or are the customers trying to send you new support requests by directly sending messages to that email? If that is the case, did you configure Jira to allow your customers to create support requests by sending emails?

comments: author: Deniz Kibar
body: Hello,  

Customers   


author: Deniz Kibar
body: In


author: Trudy Claspill
body: That email was not sent as a Notification by your Service Management project. That email came from an Automation Rule.

Automation Rules use the default, global email address defined for non-Service Management project notifications - jira@\<yourJiraUrl\>. This cannot currently be changed. Customers cannot communicate with your Jira system through that email. Customers need to use the email associated with your Service Management project.

Your Service Management project notifications use the Reply-to address set up in Project Settings / Email Requests.

![Screenshot 2024-07-17 at 9.04.59?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/336130iC71D9E0E34D74016/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 9.04.59?AM.png")

You might want to consider not using Automation Rules to send emails to your Service Management customers to avoid confusing those customers.


author: Trudy Claspill
body: I found this KB about enabling customers to reply to Automation-generated emails and have the replies get added to existing JSM tickets as comments.

<https://confluence.atlassian.com/jirakb/replying-to-email-notifications-from-the-automation-rule-to-be-added-as-comments-to-existing-issues-1255445743.html>

But you said the customers are trying to create new issues by emailing that address, so that is not quite the same situation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation rule that collects and posts bunch of tickets once a day?
Asked by Zoghayyer_ Omar:

Is there a way to implement the following scenario?

Suppose I have multiple tickets in various statuses. If 5 of these tickets are moved to the "In Testing" status, I want an automation rule that posts them in a Slack channel only at 3 PM daily. (so track what tickets has moved to that status during the day, and only post them at 3pm)

Currently, I have set up an automation rule to post to the Slack channel immediately when a ticket is moved to "In Testing".


Answers:
author: Christopher Yen
body: Yes we have a similar automation but for SLA breaches.  

You would create an automation rule like this,   

**Trigger**: Scheduled time (Daily, 3 PM)

**Then**Lookup Issues: JQL of the issues you're looking for. I think something like this might work,

```
status changed to "In Testing" during (startOfDay(), endOfDay())
```

**Then**Send Slack Message

![2024-07-16 12_59_52-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/335960iD480ACA2D05520C9/image-size/large?v=v2&px=999 "2024-07-16 12_59_52-Window.png")

comments: author: Zoghayyer_ Omar
body: checking...


author: Zoghayyer_ Omar
body: im using [CRON expressions but it only works if I manually trigger it (using the Run Rule) I also tried to use every 5 min, or every 1 hour. But none of them worked.](https://confluence.atlassian.com/jirasoftwarecloud/constructing-cron-expressions-for-a-filter-subscription-764478409.html)  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/336147iC3059F1C1E7085EF/image-size/large?v=v2&px=999 "image.png")


author: Christopher Yen
body: I'm not sure if the CRON expression is needed? unless this is the only option for scheduling in data center Jira   

Try this JQL as a *lookup issues* action,

```
status changed to "Production Owner Review" during (startOfDay(), endOfDay())
```

![2024-07-17 14_38_07-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/336187iC8D5EE7415EE1EE8/image-size/large?v=v2&px=999 "2024-07-17 14_38_07-Window.png")


author: Zoghayyer_ Omar
body: looking..


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Reg - Assets in JSM Cloud.
Asked by Chandra Mouli Bollareddy:

Hi,

Schema Name: Users\&Devices.

ObjectType=Users

ObjectType=Devices.

I created a custom attribute "**JIRA Id**" and reference to users.

**Ex:** **Krishnan** object is mapped to JIRA Id and **Chandra** object is mapped to JIRA Id in Assets.

I created custom filed (Incident Creator) for assets to load the asset details in customer portal.

![11.jpg](/t5/image/serverpage/image-id/335933i16E473AA70651B2F/image-size/large?v=v2&px=999 "11.jpg")

I have created a custom field (EmployeeName) for loading jira users.

My Requirement is:

I want to load the user asset details in incident creator who are EmployeeName field.

for Ex: Krishnan is in EmployeeName field so i want to load the Krishnan asset details in Incident creator field

Thank You!!


Answers:
author: Kris Dewachter
body: Hi [@Chandra Mouli Bollareddy](/t5/user/viewprofilepage/user-id/5488675) ,

What are the specifications of this "JIRA Id" attribute in the asset object?

Is it of type "User" ? If so, in your "Incident Creator" custom field, you can set a filter in the **Filter issue scope (AQL).** Something like

"Jira Id" = currentReporter()

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I have a comment echo through linked issues?
Asked by Arrow Admin:

I've set up an onboarding automation that creates 3 tasks that go into 3 separate projects but show up as linked issues in the parent ticket. We'd like to be able to have any comments that appear in one of those tasks also appear in the other linked issues.

So far, I'm only able to have the comment repeat itself within its own project.


Answers:
author: Mikael Sandberg
body: Yes, that is possible and your automation would look something like this:

![Screenshot 2024-07-16 at 9.47.29?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/335934iB102BAB793C7AA9B/image-dimensions/246x296?v=v2 "Screenshot 2024-07-16 at 9.47.29?AM.png")

Just note that in order to make the rule work for multiple projects you have to go to Global automation and configure the automation from there.

comments: author: Arrow Admin
body: Thanks for the response! I implemented it but it wasn't working as it should so I figured I'd show you the automation that it's supposed to be working with. Is there a better option in your branch rule instead of Linked Issues that would fit in with this?

![Screenshot (178).png](https://community.atlassian.com/t5/image/serverpage/image-id/336165i8AA64A37033E646B/image-size/large?v=v2&px=999 "Screenshot (178).png")


author: Mikael Sandberg
body: The other branch option would to use the Children one, that one would execute on both standard issues and subtasks.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to revert to previous settings
Asked by Qiancheng JIANG:

Hi everyone, I mistakenly changed the request type batch of all tasks to request in Service Management, and now I want to revert back to the way it was before, e.g. with optimization or incident.

It's very urgent. I hope we can get help soon.


Answers:
author: Fabian Lim
body: Hi [@Qiancheng JIANG](/t5/user/viewprofilepage/user-id/5545255)

Unfortunately, there is no 1 button click to revert. You will have to go through the history and figure out which ones were mistakenly updated. Then do an JQL search with the keys (e.g key in (ABC-XXX, ABC-YYY) and do a bulk update to change to the correct request type to the right value.

Regards,

Fabian

comments: author: YY Brother
body: yes, agree.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to change the url after ticket submission
Asked by Derek:

Is there a way to change the url that pops up after ticket submission in help portal?


Answers:
author: Mikael Sandberg
body: The short answer is no, the URL cannot be changed after the request is created, unless you move the issue to a different JSM project that the customer have access to.


author: Joseph Chung Yin
body: [@Derek](/t5/user/viewprofilepage/user-id/4420668) -

By default it is NO. What is your reasoning on your need to change the URL. What URL are you referring to? Please advise.

Best, Joseph Chung Yin

comments: author: Derek
body: My question probably doesn't make sense because I could not upload a screenshot. Not the URL to the created ticket. The URL that pops up that says "back to help center"  
![Screenshot 2024-07-18 at 2.21.59?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/336449iFF99D4B379253C58/image-size/large?v=v2&px=999 "Screenshot 2024-07-18 at 2.21.59?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
External Users SSO Implementation
Asked by Pardeep Sharma:

We want to be able to set up SSO for multiple users from different partners. Our internal team is able to access JSM using SSO. Now we are trying to setup SSO for multiple clients with different domains for help center access. Please advice possible way to do this.


Answers:
author: Aditya_miniOrange
body: Hi [@Pardeep Sharma](/t5/user/viewprofilepage/user-id/5545363)

Welcome to the community.

Your use case of setting up SSO for multiple clients with different domains for help center access can be achieved with the help of [SAML/OAuth SSO for JSM Customers](https://marketplace.atlassian.com/apps/1229212/saml-oauth-sso-for-jsm-customers?hosting=cloud&tab=overview) app.

With the help of our solution, you can integrate multiple identity providers and control access to multiple portals using customers' email domains and IDP groups, ensuring only authorized clients can access the designated portal.

Let me know if you would like a demo of the same. You can raise a ticket from [here](https://miniorange.atlassian.net/servicedesk/customer/portal/2) and a miniOrange representative will get in touch with you.

PS: I work for miniOrange, One of the Security vendors in Atlassian Marketplace.

Thanks,

Aditya


Tags: cloud

jira-service-management

jira-service-management-cloud
User can login with email or user and duplicate user
Asked by V?ctor Pardo:

We have SSO with Azure AD. The user login with is email and was redirect to Microsoft authentication. This logon the user correctly and can open case without problem.

When the user logon directily with user instead of email, atlassian permit access, open tickets, but duplicate the user and don't assign "customer id" to the ticket.

Any suggestion to limit login with email or deny login with user?

Thanks in advance.


Answers:
author: Richard White _TechTime_
body: Its not 100% clear from your question:  

\> When the user logon directily with user

What does this exactly mean? Are they entering email / password in Atlassian login page directly? Atlassian accounts are unique by email as far as I am aware, so if they are entering a different email address it will use the account for the second email.

It might be worth checking what exactly is the email address that Atlassian is using for the user id. From <https://learn.microsoft.com/en-us/entra/identity/saas-apps/atlassian-cloud-tutorial>:   

\> Atlassian Cloud expects the **nameidentifier** (**Unique User Identifier** ) to be mapped to the user's email (**user.email** ). Edit the **Source attribute** and change it to **user.mail** . Save the changes to the claim.

However if a different attribute is used, or there are other email aliases which the user is using another account might be created.


Tags: cloud

jira-service-management

jira-service-management-cloud

not-applicable

user-management
Move Tickets From A Specific Reporter To A Specific Queue
Asked by Leanne Brown:

I've browsed a bunch of articles, but not seeing anything exactly like what I'm trying to do.  

I have a custom queue called Security Alerts. Alerts come from a dedicated email address. Is there a way, when a new ticket is generated in Jira Service Desk by that email address, for it to automatically move to the Security Alerts queue (bypassing the Unassigned/Waiting For Support queue)? I've been playing around in the Automation section, but not really finding the pieces I need.  

Ex: WHEN new issue is created, IF Reporter is alerts@domainname, THEN automatically put that ticket in the Security Alerts queue.  

Thanks for any help/tips!


Answers:
author: Mikael Sandberg
body: Hi [@Leanne Brown](/t5/user/viewprofilepage/user-id/5545364),

Welcome to Atlassian Community!

Queues are just filters, so you do not have to use Automation in this case in order to move a request to a specific queue. What you can do for the Security Alerts queue is change the filter so that is looks for the specific email as the reporter, something like this:

reporter = \<atlassian Id of the reporter\> AND resolution = Unresolved ORDER BY "Time to resolution" ASC

The only time you would need to use automation is if you want to add a component to the request and use the component as part of your filter.

comments: author: Leanne Brown
body: Thanks, Mikael! I have the queue set up like that. Just need to test now.

Leanne


author: Joseph Chung Yin
body: [@Leanne Brown](/t5/user/viewprofilepage/user-id/5545364)

Welcome to the community. I agreed with what [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) stated- especially the definition of JSM "Queue". Automation rule comes into play when you want to conduct actions against the specific issues further - i.e. assigning the issue to a specific agent/team, autom transition the issues WF statuses.

As long as the filter of the Queue is properly setup, then those issues will always be contained within your queue.

Hope this also helps.

Best, Joseph Chung Yin

comments: author: Leanne Brown
body: Thanks, Joseph!  

I have the queue set up that way, now it just needs to be tested.

Leanne :)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Integrate Jira Asset Management with Azure AD for Automated Asset Tracking?
Asked by srathnayake:

Hello everyone,

I'm looking to integrate Jira Asset Management with Azure Active Directory (Azure AD) to streamline and automate our asset tracking processes. Our goal is to have user information and asset details automatically synchronized between Jira and Azure AD.

Has anyone successfully set up this integration before? If so, could you provide a step-by-step guide or point me to relevant resources? Specifically, I am looking for:

1. Prerequisites for the integration.
2. Detailed steps to configure Jira Asset Management to connect with Azure AD.
3. Any required plugins or additional tools.
4. Common issues and troubleshooting tips.
5. Best practices for maintaining the integration.

Thank you in advance for your help!


Answers:
author: Kevin Patterson
body: Hi [@srathnayake](/t5/user/viewprofilepage/user-id/5545145) ,

One of my smaller clients is using Atlassian's JSM Assets - Microsoft Entra ID (Azure AD) Beta Integration marketplace app for their Entra ID data (formerly Azure AD). It isn't perfect as there are some bugs, but configuration isn't too difficult. I'd recommend starting here to see if it meets your needs before developing something on your own, here is a link: [https://marketplace.atlassian.com/apps/1232506/jsm-assets-microsoft-entra-id-azure-ad-beta-integration?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1232506/jsm-assets-microsoft-entra-id-azure-ad-beta-integration?tab=overview&hosting=cloud)


author: Chrissy Clements
body: Hey [@srathnayake](/t5/user/viewprofilepage/user-id/5545145)   

We reviewed the Microsoft Entra ID app Kevin posted. We encountered some issues, such as timeouts and discrepancies between the counts in the source and target systems. Despite these challenges, the mappings were quite good.  

I believe that Data Manager will eventually supersede this app.


author: Prabhu Palanisamy _Onward_
body: HI [@srathnayake](/t5/user/viewprofilepage/user-id/5545145) - OnLink supports this usecase. Documentation [Link](https://onwardb.atlassian.net/wiki/spaces/ONLINK/pages/93585409/Azure+AD+Entra+ID+to+JSM+Assets). Marketplace [Link](https://marketplace.atlassian.com/apps/1231655/onlink-hr-systems-integration-for-jira?tab=overview&hosting=cloud). We have customers using the app to sync Azure AD data with Assets.  
Disclosure: I'm part of Onward who built OnLink.


Tags: cloud

jira-service-management

jira-service-management-cloud
Within subtask automation, how can i get the assignee and send an email to them?
Asked by Rajan Dangol:

Within subtask automation, how can i get the assignee once it has been assigned and then send an email to them?

![Subtask workflow.png](https://community.atlassian.com/t5/image/serverpage/image-id/335856i02D3DDB93744D9FD/image-size/large?v=v2&px=999 "Subtask workflow.png")


Answers:
author: Nadhila Savira
body: Hi Rajan,

Could I ask what you are trying to achieve here?

The IF condition matching Assignee with Issue Assignee looks a bit odd to me. If I know what you're trying to achieve, I can possibly make a better suggestion.

Furthermore, are you looking for the Assignee of the subtask, or the parent issue?

If you check the Action **Send email** , you can add the Assignee immediately without needing Smart Values. ![Screenshot 2024-07-17 at 16.06.50.png](https://community.atlassian.com/t5/image/serverpage/image-id/336102i1B7DF6AA945F4C2F/image-size/large?v=v2&px=999 "Screenshot 2024-07-17 at 16.06.50.png")


author: Rajan Dangol
body: Also, how do i add sub task ticket number within sendmail?{{createdIssue.key}} is returning empty.


Tags: cloud

jira-service-management

jira-service-management-cloud
Some users not able to see some project reports
Asked by Filippo Mandrini:

Hello, some users (part of my project) are able to see everything inside the project, apart from some reports. I tried adding them as Team Administrators, but they do not see some of the reports from the left menu tab and when they try to access the report from the direct link, an access error message appears saying that they do not have access to the project.

As far as I know, it's not even possible to differentiate access to reports and to the project they belong to: if a user is (at least) a member of a project, it should be able to access all its reports.

Anyone has suggestions on how to solve this please?  
Thank you!!


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

What type of project is it? Team-managed? Company-managed?

comments: author: Filippo Mandrini
body: Hello John, it's a company-managed project.  
An addition: some users are able to see the reports, others are not. They have the same role in the project.

Thank you.


Tags: cloud

jira-service-management

jira-service-management-cloud