youngmon/atlassian-qna huggingface dataset:
Remove reporter from request form
Asked by Luca Andreatta:

Hi all,

I don't find a way to remove or hide the reporter field in the request form.

If I access the "Raise a request page" as an Agent I want to remove or hide the "**Raise this request on behalf of** " field, is this possible?  

In the "Project settings \> Request types \> Context fields" I put the Reporter field under the HIDE FIELD BELOW bar.

I'm using Jira Service Mangement Cloud standard.


Answers:
author: Luca Andreatta
body: Thank you Mohammad and thank you Ahmed,

I can't find the permission scheme associated to this project that is of type "Team-managed service management". Do you know How can I set it up?

comments: author: Luca Andreatta
body: I saw that I can do the same with the role based permission:  
<https://support.atlassian.com/jira-software-cloud/docs/next-gen-permissions/>

I will try and let you know, thanks.


author: Rilwan Ahmed
body: [@Luca Andreatta](/t5/user/viewprofilepage/user-id/502459) ,

Try removing users from 'Administrator' role in team managed project


author: Mohammad RahmaniNasab
body: Hi [@Luca Andreatta](/t5/user/viewprofilepage/user-id/502459) ,

"**Raise this request on behalf of"** is only visible for admins and service desk agents (not for portal customers), BTW you can limit servicedesk team permissions in "Project settings \> Permissions \> Service Desk Agent".

I hope this solves your issue.

best regards.


author: Rilwan Ahmed
body: Hi [@Luca Andreatta](/t5/user/viewprofilepage/user-id/502459) ,

You need to **r** **evoke** permission "**Modify reporter**" permission for all users/groups/roles in Project setting --\> Permissions


Tags: cloud

jira-service-management

jira-service-management-cloud
How to set up the Outgoing mail in Jira service Management ?
Asked by RAJAT SAMSERIYA:

Hi Team,  

How do I configure the outgoing mail in JSM? I cannot see any screen visible in the settings system, and the outgoing mail option is not showing. Please let me know how to set up the outgoing mail so I can implement this. If anyone has proper documentation, please send it to me or connect with me for help.

**What we want to configure**: If the assignee person of the ticket wants to communicate with the customer they can directly reply to that email. However, in the notification, it does not reflect the assignee's email ID, it only shows the support mail ID like xyz@gmail.com.


Answers:
author: Kishan Sharma
body: Hi [@RAJAT SAMSERIYA](/t5/user/viewprofilepage/user-id/5547657)

Welcome to Atlassian Community!

To enable and disable Outgoing Mail setting, the user must have **Administer Jira** rights. As a Jira administrator, click on the Cog icon ![](https://confluence.atlassian.com/jirakb/files/1206796735/1206796786/1/1676659527332/Screen+Shot+2023-02-17+at+11.18.17+AM.png) \> System \> Outgoing Mail.  

Refer [Outgoing email for Jira Cloud](https://confluence.atlassian.com/jirakb/outgoing-mail-in-jira-cloud-1206796735.html)

Your service project comes with a pre-configured cloud email address that you can send to customers to start using right away. You can also add **one** custom email address to link to an existing account (for example, the email address your team uses for incoming requests).

You must be a Jira site admin to add a custom email account.

To add a custom email account:

1. From your service project, select **Project settings** , and then **Email requests** **.**

2. Choose your email service provider and follow the prompts to link your account.

You can find more information on this link -\> [Add a custom email account](https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/)

comments: author: RAJAT SAMSERIYA
body: Hi Kishan,

Can you help me configure this setup? because this is i already done but still facing issue. It would be really great if you could connect with me personally.


author: Kishan Sharma
body: Hi Rajat,

Unfortunately, we as community members do not have access to your site and can only guide you with the steps. Can you please share a screenshot of the configuration you have done so far for review ? thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Forms
Asked by Daniel Schacher:

Hi Jira Community!

I have a few questions about Jira Forms, as we are looking to use Jira Service Management as part of our new customer feedback management system.

* Can forms be embedded into our business websites? ie, when they click "contact us or submit feedback" it will take them directly to the form?
* Does each form have its own unique URL, and can that be shared with anyone outside of the organisation?
* Can a form be submitted anonymously? From my findings so far, it seems like a customer will always have to enter their email.

Any help is greatly appreciated, as I would love to make everything centralised (Jira) and not spread-out using Monday forms, Microsoft Forms and Custom Forms on existing websites.

Thank you kindly,


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

The quick answer is Yes to all 3.


Tags: cloud

jira-service-management

jira-service-management-cloud
{{attachment content}} value meaning
Asked by Vera Valshonok:

Hi!

In one of the automations where we set duplicated and fields that should be in a ticket duplicate , on for one of the fields Severity we have added this value

{{attachment content}}

now![Screenshot 2024-07-21 182611.png](https://community.atlassian.com/t5/image/serverpage/image-id/336893i9C1B116E02AF6513/image-size/large?v=v2&px=999 "Screenshot 2024-07-21 182611.png") it shows an in the automation but i can not figure out what does this value do, maybe you can advice? Thanks!


Answers:
author: Joseph Chung Yin
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) -

Based on my understanding/experience, I don't believe one can use smartvalue for attachment content unless you are getting this syntax from some other third party add-ons. It is not available out of the box.

Take a look at the following reference page on smart values for issues -

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/> look for {{attachment}} section for the available values.

What is your reasoning on duplicating the attachments?

Please advise.

Best, Joseph Chung Yin

comments: author: Vera Valshonok
body: we duplicate tickets depending on environments for different customers


author: Vera Valshonok
body: but attachments never duplicate.


author: Joseph Chung Yin
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) -

So you want to duplicate the source issue's attachment to the new duplicated issue?

If so, why don't you just use the "Clone issue" action. If you are using the Create issue action, both of those actions allows you to specify the field that you want set and using the source issue's value/content.

Example Clone Issue action

![2024-07-21_15-35-30.png](https://community.atlassian.com/t5/image/serverpage/image-id/336906i3A52A6BC8C374E57/image-size/large?v=v2&px=999 "2024-07-21_15-35-30.png")

Please clarify on why you are trying to set "Severity" field with Attachment information?

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
fcr
Asked by GiorgosTsav:

Hello, i was assigned a report for L3 Support Department. Based on assumptions and rules i managed to create 5 different filters. All of them give me data for the same assignee, based on different cases, such as without Linked Issue Type, Status was not Escalated and similar cases in order not to miss anything. I am not sure whether my data are valid, but i do have a starting point. I have been trying to figure out the filter which will give me the total numer of tickets created. If you have any suggestion pls share. Based on my search, Fcr is really asked by management.  
![COMBINE GV.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/336886iE3FB71EBF7F1B26C/image-size/large?v=v2&px=999 "COMBINE GV.jpg")![LINKED ISSUE NON ESCALATED.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/336887i821BA08DB4FF16EA/image-size/large?v=v2&px=999 "LINKED ISSUE NON ESCALATED.jpg")![ESCALATED NON LINKED ISSUE GV.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/336889iDCAE6525BADB8CF5/image-size/large?v=v2&px=999 "ESCALATED NON LINKED ISSUE GV.jpg")![NON ESCALATED GV.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/336888i0A2C4D952B42BAA4/image-size/large?v=v2&px=999 "NON ESCALATED GV.jpg")![ESCALATED GV.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/336890i79FE6D3EC7675E37/image-size/large?v=v2&px=999 "ESCALATED GV.jpg")


Answers:
author: John Funk
body: Hi Giorgos,

You can do something like:

created \>= startOfMonth() order by created

which would get you all of the issues created this month.

comments: author: GiorgosTsav
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) thank you for the suggestion. Was thinking whether must declare also the assignee or the projects related; I am really confused on what fields must use.


author: John Funk
body: Totally up to you what field you want to see. just add those in.


author: Joseph Chung Yin
body: [@GiorgosTsav](/t5/user/viewprofilepage/user-id/4735876) -

I agreed with what [@John Funk](/t5/user/viewprofilepage/user-id/7148) suggested. Within a JQL filter results, you add any issue related fields as result columns. I believe you are asking on how data is displayed in a JQL filter results and can it be customized.

Hope this helps.

Best, Joseph Chung Yin


Tags: jira-service-desk-unknown-hosting-type

jira-service-management

jira-service-management-unknown-hosting-type
Satisfaction
Asked by David Haller:

Hi Team,  

Can someone let me know if it is possible to edit the 'Satisfaction' report by adding more fields? I want to add the 'Reporter' and which 'Organisation' we have received the satisfaction from.  

Did some research but can see the Satisfaction report is a default one.  

Let me know if possible  

Thanks  
David


Answers:
author: Joseph Chung Yin
body: [@David Haller](/t5/user/viewprofilepage/user-id/5502103) -

Assuming you are asking for SLA reporting configuration for your JSM project, unfortunately it is not possible out of the box. You will need to find a third party add-ons that provide you with the enhanced functionality by looking into the Atlassian Marketplace.

[https://marketplace.atlassian.com/search?hosting=cloud\&product=jira-service-management\&query=SLA%20reporting](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=SLA%20reporting)

Sorry.

Best, Joseph Chung Yin

comments: author: David Haller
body: Thanks Joseph


author: Nicolas Grossi
body: [@David Haller](/t5/user/viewprofilepage/user-id/5502103) You might take a look at this link: <https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-custom-field-to-a-project/>

comments: author: David Haller
body: Thanks Nicolas


author: Hannes Obweger - JXL for Jira
body: Hi [@David Haller](/t5/user/viewprofilepage/user-id/5502103)

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2760679).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of so-called *smart columns* that aren't natively available, including the *satisfaction rating* , the *date/time of satisfaction rating* , and *the satisfaction rating comment*.

With this, you can build a "supercharged" satisfaction report, displaying any fields you might be interested in, in just a couple of clicks:

![satisfaction-sum-up.gif](https://community.atlassian.com/t5/image/serverpage/image-id/337130i9D7EF116B88BD931/image-size/large?v=v2&px=999 "satisfaction-sum-up.gif")

As you can see above, you can easily sort and filter by your satisfaction columns, and also use it across JXL's advanced features, such as support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

Any questions just let me know,

Best,

Hannes

comments: author: David Haller
body: Thanks Hannes


Tags: cloud

jira-service-management

jira-service-management-cloud
2nd form doesn't pull data from custom fields
Asked by Lisa Moreau:

We're using forms / automation / workflows to accommodate our business procurement approval process.  

On the last step of the process I would like to assign an approval ID (custom field) and ideally have the form updated with that ID -- Pretty sure this is a non-starter so I created a second form (Copy of the initial form with the approval ID) and attach it to the issue when it's status is set to done.  

The problem is: the 2nd form doesn't always carry over all custom field values -- some do, some don't. I've re-fetched the data (within the automation rule), verified the fields in both forms are linked to the same custom field and I can't find the problem.

If there is a better way to do this -- please advise.


Answers:
author: Joseph Chung Yin
body: [@Lisa Moreau](/t5/user/viewprofilepage/user-id/5495970) -

Welcome to the community. Can you provide more information on who or the source that will provide the approval ID against the issue?

Please advise, so we can further assist you.

Best, Joseph Chung Yin

comments: author: Lisa Moreau
body: Hi Joseph,  
Attaching the automation rule used to create the approval ID, assign it to a custom field (added to the second form (linked)), and attach the form to the issue:  

![2024-07-22_7-00-09.png](https://community.atlassian.com/t5/image/serverpage/image-id/337031iC86D5B2A7019AB8F/image-size/large?v=v2&px=999 "2024-07-22_7-00-09.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Get a list of fields for Jira Service Management reporting
Asked by Renato Mu?oz:

Hi Community,

Appreciate your help and guidance to find a complete list of fields for Jira Service Management tickets.

For starters, I'd like to get a field in which I can find the date/time that the ticket entered the latest status. DateLastUpdate just doesn't do it as it shows when someone entered an update.

Thanks in advance.


Answers:
author: Christopher Yen
body: Hi Renato,

You may be able to create a custom field and use an automation to track this.

automation rule would look something like  

**Trigger**: Issue - Field Value Change \>

- Field to monitor for change: Status

- Change Type: Any changes to field value

- For: Transition Issue

**Action:** Edit issue \> New custom field for latest status update : {{now}}

But the only thing to watch out for is if you have an automation limit whether your ticket transition volume will cause it to hit your max allowance.


author: Joseph Chung Yin
body: [@Renato Mu?oz](/t5/user/viewprofilepage/user-id/5451002) -

Welcome to the community. Since you are the site admin/sys admin for your site, you can create a new custom field (date or date/time field data type) to support your ask.

Once you configured the field and associate it to your specific project (context) correctly, you can create automation rule to populate the field when issue's status changes.

Both above actions can be achieved out of the box. The question you have to ask yourself is what is your business need requires the date when issue moves within the WF statuses.

Do you a specific status that you want to capture the date when the issue is transition into it?

Please advise, so we can assist your ask further.

Best, Joseph Chung Yin


author: Adolfo Casari
body: You need to have an addon like Scriptrunner to do that, configure a scriptedfield to save the date you need.

<https://docs.adaptavist.com/sr4jc/latest/features/scripted-fields>

Out of the box JSM don't provide that field.

comments: author: Adolfo Casari
body: While the above replies are correct, it will depend on your overall requirements if you can hold to automation or need a much versatile approach like scriptrunner.


Tags: cloud

jira-service-management

jira-service-management-cloud
Approver group not showing up while setting up automation
Asked by Kay:

I created some groups, then added the group to "approver group" multi group picker but when I wanted to set up an automation such that based on a particular location, the approver group will be a certain group, the desired group is not showing up in the approver group selection.

P.S I added the desired groups in the default value for the "approver group" field


Answers:
author: Kay
body: I figure it out and resolved it. Thank you


author: Cristian IONESCU
body: Hi Kay,

Hope you are doing well.

Try leaving the "Approver Group" field empty without predefining a value. Then you should create an automation rule with the following steps:

1. **Trigger**: When an issue is created
2. **Condition**: Issue fields condition where GEO equals AMER
3. **Action**: Edit Issue, and set the "Approver Group" field to the desired group.

If this works, you can create separate automation rules for each location or make a branch automation that handles all locations.

Hope this helps!

comments: author: Kay
body: The issue is that the desired group is not showing up in the options when I try to set the approver group


Tags: cloud

jira-service-management

jira-service-management-cloud
API Integration - Close Alert with One Way Integration
Asked by Josh Rossman:

Hello!

I'm looking to get some feedback on this topic. Atlassian created a Bug Report for this issue and I'm tracking it but have low confidence it will be fixed anytime soon. After reflecting on the issue further I think things are more "working as designed."

Here's the bug report if you'd like to review the specifics of the wall we are hitting.

++*<https://jira.atlassian.com/browse/JSDCLOUD-14424>*++

Long Story short, we are ingesting alerts from a monitoring tool that is sending updates to...

```
https://api.atlassian.com/jsm/ops/integration/v2/alerts
```

We are sending an alertState: triggered to open and alertState: cleared to close. Both are going to the URL above. We are utilizing an Alias to correlate these alerts together. Alert correlation works, without a close rule JSM will dedup these alerts so I know the correlation is possible. JSM only looks for clears to be sent to the below...

```
https://api.atlassian.com/jsm/ops/integration/v2/alerts/{id}/close
```

This specific monitoring tool doesn't have the ability to store the alertID that JSM responds with in order to correlate the alert.

We technically can accomplish what's necessary with an Email integration although that will add a ton of needless work to properly format alert messages and then dissect the message once it is received by JSM.  

Does anyone have any recommendations here? I've tried to think through possible workarounds with JSM but haven't been able to come up with something useful.

***If you find the above Bug report to be important it would be appreciated if you could comment. If it affects your team please "vote" for the bug.***

Thanks everyone!

Josh Rossman


Answers:
author: Jim Knepley - ReleaseTEAM
body: I don't have any good reason to think this would work, but there could be that 0.1% chance we get lucky.

Looking at the old [documentation for OpsGenie](https://docs.opsgenie.com/docs/alert-api-continued#update-alert-message), they had an *identifierType* parameter that let you tell it "that thing in the URL is an alias" as opposed to an ID.

Maybe, just maybe, that parameter was ported over to the Atlassian API but wasn't documented.

comments: author: Josh Rossman
body: Jim,

For some reason I wasn't notified of your response and just noticed it. I reviewed the old documentation you attached, it does seem like that would do the trick. I'm grasping at straws to get this working properly. If there's not going to be a workaround available within the next few weeks we may need to drastically change our approach to the topic.

Thanks,

Josh R.


Tags: cloud

jira-service-management

jira-service-management-cloud
how to use jira automation to iterate over a external api which returns 50 results at at a time
Asked by Pravin:

Hi,

I am trying to hit a third part API, to get the usernames and store these information into Jira Insights.

The third party API, returns only 50 results at a time (pagination).

How can I use Jira automation to incrementally go voer this API and get the results. For e.g.

When the jira automation runs for the first time, it gets 50 usersname, and stores in JIra insights, then it runs again but this time hits the api, and page 2 to get the 51-100 usernames and so on

Please suggest.


Answers:
author: Joseph Chung Yin
body: [@Pravin](/t5/user/viewprofilepage/user-id/3532159) -

Since it is dealing with a third party API calls, you need to contact the vendor of the APIs for suggestion and support. The behavior of the APIs returning the results is not controlled within JSM, thus automation rule has no ways to change the returning results pagination process.

Sorry.

Best, Joseph Chung Yin

comments: author: Pravin
body: I did contact them and as per them that is how it is, 50 results per call...


author: Jim Knepley - ReleaseTEAM
body: Who is the 3rd party?


author: Joseph Chung Yin
body: [@Pravin](/t5/user/viewprofilepage/user-id/3532159) -

Unfortunately, it is not possible to use automation rule to obtain all of your results from the the third party APIs.

However, if in their APIs, you can specify the result set (i.e. something like 2nd 50 results, 3rd 50 results) being returned, then you may be able to conduct multiple Webrequest actions in the rule, obtain the results then update a local variable for the rule with the result set. Once you obtained all results and they are in the local variable, you should be able to use the local variable content for your Jira Insight updates...

Hope this makes sense.

Best, Joseph


author: Pravin
body: they do have the option in there API endpoint:

++\&page=1\&size=50++

So is it possible to iterate this API with increasing the page number by 1 on each run until all results are received?


author: Jim Knepley - ReleaseTEAM
body: Incrementing the page parameter is almost certainly the intention of the author.

I don't have a strong opinion around changing the page size, but making the page size larger can sometimes be faster overall since you send fewer requests.


author: Pravin
body: Do you have example/screenshot of the rule on how this looks like?


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't find entitlement field in request types
Asked by Eliane Pr?coma Rodrigues:

1. I create a product called "Apolo"
2. I clicked on "Manage data field"
3. I created the fields(Invoice Template, Storage), **and enable the issue view.**
4. I went to Organizations,
5. I selected "Vallions Teste"
6. I clicked on **"**Create Privilege", selected Apolo.
7. And the fields are showing up in the Organizations Management

But, when I go to the issue, it does not appear

I go to the project / settings/ request types and search for entitlements/ privilege/ Invoice template/ Storage and can't find it.

Someone can help me?


Answers:
author: Joseph Chung Yin
body: [@Eliane Pr?coma Rodrigues](/t5/user/viewprofilepage/user-id/4207474) -

Hi there:

Take a look at the following reference pages -

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

<https://support.atlassian.com/jira-service-management-cloud/docs/show-product-entitlement-details-on-issues/>

Make sure that you have your product/entitlements configuration setup correctly. If so, then you should see the field when viewing your issues via the project UI.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud