youngmon/atlassian-qna huggingface dataset:
"Extra"."Api_Issue" row limit from Data Factory
Asked by ibai.iglesia:

Hi,

Im working with the API from Data Factory and whas doing this query:

* select \* from "Extra"."Api_Issue"

Previously it was retrieving like 60K rows but from 24th of June it is only getting EXACTLY 12.400 each day from this table.

Has it been any change in the API? Any known limitation? How can I manage this? How is it possible to have this table 12.400 rows every day?

Many thanks,


Answers:
author: Jose Ulloa
body: Having the same issue for several weeks now. Hoping we can get an answer from someone.


Tags: api

cloud

jira-service-management

jira-service-management-cloud

rest-api
I am getting an internal server code when trying to change a status
Asked by Rinat Yaacov:

I am getting an internal server code when trying to change a status, what should I do to solve it?![image.png](/t5/image/serverpage/image-id/334857i606BC5ED221566F2/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Alex Koxaras _Relational_
body: Hello [@Rinat Yaacov](/t5/user/viewprofilepage/user-id/5476020) and welcome to the community,

So far there isn't any incident active at <https://jira-software.status.atlassian.com/>. I would recommend that you wait a bit to see if this issue will be resolved by itself or raise a support request at support.atlassian.com/contact if you are on a paid plan. Visit the first link for update concerning jira to get notified in case of any incident.

Let me know if that helped!


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Fields not showing under the correct issue view tab
Asked by George G:

I'm encountering an issue with custom fields in Jira where fields organised under specific tabs on the issue view (Create/Edit/View screens) are not displaying correctly after being added to the customer portal. Specifically, once a field is added to the portal, it no longer appears under its designated tab and instead gets bundled under the 'Details' tab.

**Details:**

* I have organised fields under corresponding tabs (e.g., 'Dates' tab) on my issue screens.
* Upon adding a field to a customer portal request type, it shifts from its assigned tab to the 'Details' tab on the issue view.

**Question:**How can I ensure that custom fields remain visible under their assigned tabs on the issue view, even after adding them to the customer portal? Is there a configuration or workaround to prevent this tab assignment issue? Is it a glitch?


Answers:
author: George G
body: As expected, another bug from Atlassian. Why did I even expect differently? [JSDCLOUD-9793](https://jira.atlassian.com/browse/JSDCLOUD-9793) \& [JSDCLOUD-11005](https://jira.atlassian.com/browse/JSDCLOUD-11005).


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Site Maintenance
Asked by Eitzaz Haider:

There is a daily site maintenance from atlassian between 1-3 . My question is what will happend with data between this time frame came from different sources? how to recover alerts or data/tickets during that time


Answers:
author: John Funk
body: Hi Syed - Any site maintenance done for Cloud should not result in any downtime for you.

comments: author: Eitzaz Haider
body: Thank you for the helpful information. Is it possible to set the maintenance schedule to occur less frequently than daily, such as once a week, on a day and time that I can specify? I would prefer not to have daily maintenance if possible


author: Eitzaz Haider
body: Dear Funk according to Jira support if your site enters in maintenance mode and third party or api hitting your jira then the result is lossing data


author: Alex Koxaras _Relational_
body: Hi [@Eitzaz Haider](/t5/user/viewprofilepage/user-id/5474581) as John said, you will receive tickets as any other day and you will not have any downtime whatsoever.


Tags: cloud

jira-service-management

jira-service-management-cloud
Permisos de una usuario
Asked by Allan Rene Trujillo:

![2024-07-10 21_00_08-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/334836i6A6250B21BBF17AB/image-size/large?v=v2&px=999 "2024-07-10 21_00_08-Window.png")

buen d?a, necesito de su apoyo, por equivocaci?n suspend? accesos

a un usuario, luego lo activo de nuevo, pero ahora su funcionamiento no es normal

no le aparecen algunos accesos o algunas opciones, aunque le coloque

rol de administrador, ahorita lo elimine de todos mis proyectos y me apare relacionado a un proyecto

como puedo validar que lo tiene relacionado y que su funcionalidad sea la del rol normal de administrador

quedo atento a su comentario

Saludos


Answers:
author: Vronik
body: Hola

Revisa este documento y aseg?rate que has dado todos los permisos que necesita, revisa detenidamente el usuario

<https://www.atlassian.com/es/software/jira/service-management/product-guide/tips-and-tricks/jira-service-management-and-jira#add-jira-service-management>


Tags: cloud

jira-service-management

jira-service-management-cloud
Where to enter SLA JQL?
Asked by Jackie hardy:

Hello,

I am not seeing a space to enter SLA JQL. Also, how do I change the value provided under "Apply to Issues"? Below is my view:

![ApplyToIssues.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/334830i6323BEB91A6A0E87/image-size/large?v=v2&px=999 "ApplyToIssues.PNG")


Answers:
author: Christopher Yen
body: Hi Jackie,

When you add a goal there should be a box for the JQL, attaching an example of our SLA settings below. Hopefully this helps![2024-07-10 19_40_38-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/334835iF2E70163A88217FA/image-size/large?v=v2&px=999 "2024-07-10 19_40_38-Window.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue with Assigned Date format - Jira to Sheets addon
Asked by Gabriel Wong Siong Tung:

Hello everyone, have anyone encountered this issue before where by I am trying to export the Assigned Dates of an issue to Google Sheet via the Jira addon, but the hours showing on the Sheet is not correct?

While the minutes and dates are correct, the hour isn't. Is there like a timezone thing that I have to set?

Thanks a bunch peeps !

![image.png](/t5/image/serverpage/image-id/334831iD66F031FE5CA3FB8/image-size/large?v=v2&px=999 "image.png")![image.png](/t5/image/serverpage/image-id/334832iCA6C5477EEEC35E4/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Christopher Yen
body: Hi Gabriel,

I believe there is also a time zone setting in Sheets, is it matching the time zone of your Jira instance?  

**Sheets Time Zone Settings:**   
(File \> Spreadsheet Settings \> Timezone)


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Is there a way for my customer view the details of the ticket description ?
Asked by Nur Amira:

Hi,   
I want to ask about this particular situation and need your help.

My customer would like to view the description of the ticket that we created from Outlook. My customer prefers not to log in to Jira each time to see a ticket.

Is there a way or Jira setting in Jira Service Management where we can do this?  

Last time, we tried GTJ in Jira Marketplace, it does not work. When we create ticket, customer unable to see the details of the ticket.

We want it to be this way: We create ticket in Jira Service Management and each of the ticket that we created, they ((customer) can see it in their Outlook email. They also can reply the ticket directly from their Outlook email and we able to see it back in Jira. Is this possible?

Thank you.


Answers:
author: Christopher Yen
body: Hi Nur, would creating an automation that summarizes the ticket values into a comment and looping in the customer to the issue notifications work?


Tags: cloud

jira-service-management

jira-service-management-cloud

ms-outlook
Assets Custom Field AQL Filter using conditional logic
Asked by C_ Derek Fields:

Situation {#toc-hId--352539223}
-------------------------------

I have two Object Types: Office and User. The important attributes are:

#### Office: {#toc-hId--1458929108}

* Managed Offices -- this is an Object Reference to other Office objects

#### User: {#toc-hId-1028583725}

* Jira User -- points to the Jira User account
* Office -- the office that the user is currently assigned to
* Superuser -- whether the user can manage ALL offices

I have a Custom Field of Assets type called "Office" that allows the Reporter to select from a list of offices that their current Office manages.

For example, we have five Offices (A, B, C, D, E) where A manages B and C and the Reporter is in A, then they will see in the Office drop down B and C. They won't see D or E because those offices aren't managed by A

HOWEVER, If they are a Superuser, then they see all of the offices.

Problem {#toc-hId--1479935316}
------------------------------

I can solve the first part of the requirement, which is to show only the offices that are managed by the reporter's current office. The AQL in the Issue Filter looks like this:

```
ObjectType = Office AND
Object HAVING inboundReferences(ObjectType = Office AND 
  Object HAVING inboundReferences(ObjectType = User AND 
  "Jira User" = currentReporter())
```

This works to reference through to the Offices that are managed by the Office that the Jira User is assigned to.

However, I need a way to "turn off" this filter if the user is a Superuser, in which case, they need to see all of the offices.

I tried this version

```
ObjectType = Office AND
  (Object HAVING inboundReferences(ObjectType = Office AND 
    Object HAVING inboundReferences(ObjectType = User AND 
      "Jira User" = currentReporter()))
OR
(ObjectType = User and "Jira User" = currentReporter() AND Superuser = true)
```

This didn't work, which I assume is because I am trying to return two different object types.

Is there are way to accomplish this in AQL?


Answers:
author: Kevin Patterson
body: Hi [@C_ Derek Fields](/t5/user/viewprofilepage/user-id/41090) ,

I'm not 100% sure this can be done with AQL alone, but give this a try and let me know:

```
ObjectType = Office AND
(Object HAVING inboundReferences(ObjectType = Office AND 
Object HAVING inboundReferences(ObjectType = User AND 
"Jira User" = currentReporter()))

OR

ObjectType = "Office" AND currentReporter() in (objectType = "User" AND "Jira User" = currentReporter() AND Superuser = true)
```

comments: author: C_ Derek Fields
body: Thanks for jumping in. However, the syntax that you provided isn't legal. You can't embed an AQL within the (). It requires specifying it as an Object Having \[in\|out\]boundReferences.

At this point, I think that my only option is to create two Custom Fields. One that limits the selection and one that doesn't limit the selection. I will use a behavior to show the right field depending on the user's setting.


Tags: aql

assets

data-center

jira-service-management

jira-service-management-server
Issue Link in Customer Portal not created
Asked by Benjamin White:

I am trying to create an automation that creates a new issue, and then makes a comment on the old issue to the customer with a link to the newly created issue. I'm using the smart value {{createdIssue.url.customer}} but the result is nothing, just blank.

![Screenshot_10-7-2024_153748_cdbaby.atlassian.net.jpeg](/t5/image/serverpage/image-id/334806i901F05F5D2087A68/image-size/large?v=v2&px=999 "Screenshot_10-7-2024_153748_cdbaby.atlassian.net.jpeg")

![Screenshot_10-7-2024_153242_cdbaby.atlassian.net.jpeg](/t5/image/serverpage/image-id/334803i0F49F579E9516155/image-size/large?v=v2&px=999 "Screenshot_10-7-2024_153242_cdbaby.atlassian.net.jpeg")

To create the new ticket I'm using the Create Issue block, because it allows me to copy much of the data from the original ticket into the new ticket. I cannot use the Create issue with a request type block because it requires I pick a specific Request Type \& does not support "Copy from trigger issue".

![Screenshot_10-7-2024_15340_cdbaby.atlassian.net.jpeg](/t5/image/serverpage/image-id/334805i6A51B3378609C795/image-size/large?v=v2&px=999 "Screenshot_10-7-2024_15340_cdbaby.atlassian.net.jpeg")


Answers:
author: Mikael Sandberg
body: In order for a request to be visible in the portal you have to set the request type field. This cannot be done as part of the create issue, instead you have to create the issue and then use the branch Most recently created issue and then set the request type.

![Screenshot 2024-07-10 at 4.14.51?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/334814i1FE19033698E491B/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 4.14.51?PM.png")

comments: author: Benjamin White
body: Ah ha, thank you! So, because the Request Type isn't set, a portal URL link doesn't exist, which is why the smart value is returning blank.

How can I make sure the newly created ticket matches the same Request Type as the old ticket? After I add a branch "For: Most recently created issue" followed by "Then Edit request type of this issue" it appears by only option is to pick a specific Request Type. I'd like this value to be dynamic based on the original ticket.

![Screenshot 2024-07-10 191148.png](https://community.atlassian.com/t5/image/serverpage/image-id/334828iABC84FBCF61B8F62/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 191148.png")


author: Benjamin White
body: Just figured it out ?

Set the Request Type to {{triggerIssue.Request Type.requestType.name}} and added a Re-fetch data block for good measure.

![Screenshot_10-7-2024_205112_cdbaby.atlassian.net.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/334838i5EB5C4D12BC07EFF/image-size/large?v=v2&px=999 "Screenshot_10-7-2024_205112_cdbaby.atlassian.net.jpeg")


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

jql

jsm

smart-value
Board view don?t show in navigation menu
Asked by Daniel Donato:

I?m new in Jira Service Management and i have this problem.

The Board feature (new) is enable in the "features", but don?t appear in navigation menu.

Someone can help me?


Answers:
author: Mikael Sandberg
body: Hi [@Daniel Donato](/t5/user/viewprofilepage/user-id/5541055),

Welcome to Atlassian Community!

Have you clicked on Back to project, the board view should be on the main project navigation screen.

![Screenshot 2024-07-10 at 4.19.36?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/334815i1B58F30D294CD162/image-dimensions/200x234?v=v2 "Screenshot 2024-07-10 at 4.19.36?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
how do I stop the resolution time counting when the ticket is in Waiting for Customer status?
Asked by Rodrigo Buch:

Hello

I'm using the Jira service management ITSM template, how do I stop the resolution time counting when the ticket is in Waiting for Customer status?


Answers:
author: Dan Breyen
body: [@Rodrigo Buch](/t5/user/viewprofilepage/user-id/2150975) in my SLA setup for 'Time to resolution' I have a 'Pause counting time during...' section. I added a condition to that section when Status is 'Waiting for Customer'.

I can see the SLA paused when I'm viewing the Service Request.

comments: author: Rodrigo Buch
body: Hi [@Dan Breyen](/t5/user/viewprofilepage/user-id/5086375)

That's exactly what I needed, it worked!


Tags: cloud

jira-service-management

jira-service-management-cloud
Changing approval powers in JSM
Asked by Robson Alves Domingos:

Hi there!  

How do I batch transfer request approval powers in Jira Service Management?  

Example: if a manager is responsible to manually approve some requests in JSM like folder access or something like that, how I change that to another person when he is on vacation?  

Early thanks!


Answers:
author: Mikael Sandberg
body: Hi [@Robson Alves Domingos](/t5/user/viewprofilepage/user-id/5540949),

Welcome to Atlassian Community!

You can change the approvers field by doing a bulk update on the requests that needs to be changed.

Another option that I heard about at Team 24 was to use Assets as a way of keeping track of when people are OOO and who the alternate approver would be. You would then use a request type for OOO that users can submit and then use automation to create the object in Assets. Then when you have a request that needs an approver you have an automation that looks in Assets if there is an object for that approver and if so, get the alternate.


author: Valerie Knapp
body: Hi [@Robson Alves Domingos](/t5/user/viewprofilepage/user-id/5540949) , welcome to the Atlassian Community and thanks for your question.

It should be possible, yes, with the bulk update function, to enable someone else as the approver if someone is on vacation or sick leave.

<https://support.atlassian.com/jira-software-cloud/docs/edit-multiple-issues-at-once-from-the-backlog/>

If this doesn't answer your question, please just reply and either I or someone else will try to help.

Cheers


Tags: approval

cloud

jira-service-management

jira-service-management-cloud
We have two Sub-task in a Project, when the wrong one is selected, can I edit the type?
Asked by Gene Sullivant:

Is it possible to change the "Issue Type" Sub-task when the wrong one was selected?

The sub-task was created and Completed. Can I move this to the correct Sub-task?


Answers:
author: Nicolas Grossi
body: [@Gene Sullivant](/t5/user/viewprofilepage/user-id/3986069) if i do not miss understand you, yes, using bulk move feature.

Nicolas


author: John Funk
body: Hi Gene,

If the two sub-task types use the same workflow, you can just directly change the Issue Type field. If they are different workflows, then use the Move function to move to a different Issue Type.

comments: author: Gene Sullivant
body: Thanks John,

Unfortunately, they have different workflows. I tried the Move function but when I got to the last step it asked for me to select the Issue Type but the sub-task I want doesn't show up on the Parent Issue Type. Do I use that one?


author: John Funk
body: You can't put a sub-task under another sub-task. Is that what you were trying to do?


author: Mark Higgins
body: Hi Gene,

Are you asking if you can move the sub-task, from one 'issue' to another?

If so then you can move the ticket, i.e Change the Parent, by selecting the 3 dots at the top right, next to the share option

Hope this helps.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
2 portals for 2 projects in Jira Service Management
Asked by Gillian Rodricks:

Hi there, I'd like to set up 2 different portals - one client facing on our products and the other for our employees to raise IT service requests. Is it possible using 1 Jira Service Management instance?

I also want to map two different Confluence spaces to the knowledge bases for both portals.

I created both projects. However, when I go to the IT support portal and click on the help center link at the top, it takes me to the client facing home page. How can I address this issue?


Answers:
author: Mikael Sandberg
body: Hi [@Gillian Rodricks](/t5/user/viewprofilepage/user-id/5540904),

Welcome to Atlassian Community!

JSM only has one portal where you as a customer goes and will see all the projects that you have access to. So if a customer only have access to one project that is what they will see when going to the portal, nothing else.

If you want to separate the two projects to different portals then you would need an app like [Refined](https://marketplace.atlassian.com/apps/1218481/refined-sites-for-jsm-theme-itsm-hr-help-service-desks?hosting=cloud&tab=overview) or [Theme Extensions](https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud&tab=overview) from the Marketplace.


Tags: cloud

jira-service-management

jira-service-management-cloud
2 portals for 2 projects in Jira Service Management
Asked by Gillian Rodricks:

Hi there, I'd like to set up 2 different portals - one client facing on our products and the other for our employees to raise IT service requests. Is it possible using 1 Jira Service Management instance?

I also want to map two different Confluence spaces to the knowledge bases for both portals.

I created both projects. However, when I go to the IT support portal and click on the help center link at the top, it takes me to the client facing home page. How can I address this issue?


Answers:
author: Valerie Knapp
body: Hi [@Gillian Rodricks](/t5/user/viewprofilepage/user-id/5540904) , welcome to the Atlassian Community and thanks for your question!

I have understood the configuration you would like to achieve is to have an internal and an external service desk. You have already created the projects, but in the same instance, and so therefore they are in the same service desk.

I think there are two approaches.

#### Approach 1 {#toc-hId-348503168}

One would be to set up a small free instance of Jira Service Management for your internal service desk, where you can have up to 3 agents working on your internal tickets. <https://www.atlassian.com/software/jira/service-management/free>

Then, you can use your other instance for the external-facing service desk and project.

#### Approach 2 {#toc-hId--1458951295}

The other approach would be for you to render the internal request types in the internal service desk projects as invisible for your customers - <https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-request-type-restrictions-in-Jira-Service-Management/ba-p/2735416>

I realize both solutions are workarounds. Please share your feedback if you think one of them could work or if you have other questions.

Hope this helps you.

Cheers

comments: author: Gillian Rodricks
body: Thanks Valerie , for the 2nd approach, it seems like we're still using 1 portal and hiding some forms that are specific to internal users. We also want to link 2 different Confluence pages - one for clients / one for employees however, I don't know if that's possible with this approach :(


Tags: cloud

jira-service-management

jira-service-management-cloud