youngmon/atlassian-qna huggingface dataset:
Count of Unassigned Cases by Month
Asked by Terry Gupton:

I'm the manager of a small IT Team who uses Jira Service Cloud to handle support requests. I am somewhat knowledgeable about JQL and SQL and do have admin rights to the project.  

The big picture is that our team is receiving more cases than we can handle as evidenced a large number of unassigned cases for at least the last quarter.  

We already have SLA for time to respond to a case which we meet around 70% of the time. upper management uses this metric to measure our performance. But those that don't meet the SLA stack up in the Unassigned queue and this queue has grown larger each month.   

We've also been faced with a tremendous number of cases from support to prioritize which once again makes the unassigned cases grow even larger.  

Can anyone offer any advice on how to create a report that shows historical data for unassigned cases? Is there way to measure time it takes before a case becomes assigned for any cases that don't match the SLA?  

Management is very data driven and I'm looking for anything to show how we are understaffed.   

Thanks kindly for any comments on how to create a report for this predicament.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Terry Gupton](/t5/user/viewprofilepage/user-id/2885239)

with JQL you can find out if the Assignee was Empty (= Unassigned) on/before/during given dates:  
*assignee was Empty on "2024/01/18"*

I don't think that will suit your needs though, as your report will have to have "flexible" dates or dates that depend on Created, (i.e. x days after issue was created). I only know functions that work from the current date.

Is there a reason why some cases don't have an SLA? Could you not just have one for those as well? The SLAs are there to track exactly what you want to know ;)


Tags: cloud

jira-service-management

jira-service-management-cloud
I am the orgnizations global admin but I am unable to add trial apps from the marketplace
Asked by Jennifer Ramey:

I am the organizations glbal admin but I am unable to add trial apps from the marketplace. When I go to the approve requests I am not sure how I approve the request or install it and I feel like I am missing something on how to accept and install app requests. Any help would be approciated


Answers:
author: Nikola Perisic
body: Hello [@Jennifer Ramey](/t5/user/viewprofilepage/user-id/4343392) ,

You may need to refer to this page here: <https://community.atlassian.com/t5/Confluence-questions/Cannot-Add-APPS-from-Apps-MarketPlace-as-a-Site-Admin/qaq-p/1757142>

Let me know if that solved your issue.

BR,

Nikola

comments: author: Jennifer Ramey
body: Thanks for the information I am a product admin already. Is there a different way to add the apps that I may not be seeing?


author: Nikola Perisic
body: No problem, which apps do you need to add, some of them may not exist on the marketplace?


Tags: cloud

jira-service-management

jira-service-management-cloud
Search duplicated on JSM Vs Confluence
Asked by S?bastien GAYOU:

HI,

Since the migration of Confluence from server to data center, I have a problem when searching from JSM.  
the results are duplicated.  
I've checked my application links.  
I'm using version 8.5.4 on Confluence and 5.11.1 on JSM.

Thanks for your help![image.png](/t5/image/serverpage/image-id/301207i01CE6A97B49CCE62/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Eugenio Onofre
body: Hi [@S?bastien GAYOU](/t5/user/viewprofilepage/user-id/5225055)

As we do not have access to your data, it would be important to raise a ticket with Atlassian Support team at <https://support.atlassian.com>

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: S?bastien GAYOU
body: Hello,

we're going to open a ticket in the name of our instance.  
However, this anomaly has already been reported to Atlassian. See

<https://jira.atlassian.com/browse/JSDSERVER-14149>

thank you


author: Eugenio Onofre
body: Correct [@S?bastien GAYOU](/t5/user/viewprofilepage/user-id/5225055)

Seems to be a bug on the server version.  
Make sure to watch the issue reported so you can receive any updates.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: confluence

jira-service-management

jira-service-management-server

server
Customising the customer portal
Asked by Philip Laskowski:

Hello,

Is there a way to customise the look and feel of the customer portal on a per project base?

In addition, is it possible to add URLs to websites (for example an internal system) but have the link displayed similar to request types on the customer portal?

Many thanks


Answers:
author: John Funk
body: Hi Phillip,

It's not possible to customize by Project. It is only at the Help Center level. You can change a few things like welcome message, etc. But not the actual look and feel. You might try an add-on in the Marketplace.

comments: author: Philip Laskowski
body: Hello,

Thanks.

Are there any add-ons that people can recommend please?

Many thanks


author: John Funk
body: Take a look at Feature Bundle:

[https://marketplace.atlassian.com/apps/1218221/feature-bundle-boost-customers-ux-on-portal?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1218221/feature-bundle-boost-customers-ux-on-portal?hosting=cloud&tab=overview)

and Refined:

[https://marketplace.atlassian.com/apps/1218481/refined-for-jira-service-management-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1218481/refined-for-jira-service-management-cloud?hosting=cloud&tab=overview)


author: Philip Laskowski
body: Thanks.

I've had a look at Refined and it kind of fulfils 90% of our needs apart from one massive hurdle :(

We can't use Assets with it, which is such a shame :(

I have built several request types that now pull in our campuses, buildings and rooms which our end users have to select before they can create a ticket.

I don't know if there is an alternative process/way around this?


author: Nikola Perisic
body: Hello, [@Philip Laskowski](/t5/user/viewprofilepage/user-id/2467947)

Yes, it possible to customize the look and feel of the customer portal. As admin, you got to Channel -\> Your customer portal and on the right side you will see "Customise" option with various sub options:

![Screenshot 2024-01-18 at 14.32.20.png](https://community.atlassian.com/t5/image/serverpage/image-id/301215iB4CC990253BD7456/image-size/large?v=v2&px=999 "Screenshot 2024-01-18 at 14.32.20.png")

As for the URL, you can create your custom URL in "Project Settings" -\> "URL"

Hope this helps.

BR,

Nikola

comments: author: Philip Laskowski
body: Hello,

Thanks.

I've explored those options already but the help centre still feels rather clunky.

For the URL, we already use a custom domain on JSM cloud.

Many thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Change Project type from Service Management to Jira Software
Asked by Slifer:

Hi Folks,

i have an Issue that a Project was created as Jira Service Management around 2 Years ago but we later discovered that now the Project Type Jira Software would be more suitable.

The thing is the current Project is a Major Project in our Firm and the Project is actively being used and the data in it should be kept.

Any Idea where I should start?


Answers:
author: Nikola Perisic
body: Hello [@Slifer](/t5/user/viewprofilepage/user-id/5334469) ,

Sadly, this cannot be possible since these are two different products even though they are from the same Jira family of products.

BR,

Nikola

comments: author: Slifer
body: Ok thanks


author: Nic Brough -Adaptavist-
body: A long time ago, you could do it with a flag, but only in some directions - JWM to JSM, but JSM could not be converted to anything else.

If you need the issues from the JSM project to work in JSW, your only option is to create a new JSW and move the issues into it!


Tags: jira-service-management

jira-service-management-server

server
Project Roles default members
Asked by Slifer:

Hi Folks,

i have a Lab Environment with Jira Software / Service Management installed.

I have modified the Administrators Role in the System Security area to include another Group and a User as ++Default Members++.

The changes are working as expected in for new Projects in Jira Software. However in Jira Service Management these Settings seems to be ignored for newly created Projects because only my Project Lead will be made Project Administrator.

Is this intended or do I manage the Default Members for Service Management Projects somewhere else?

I couldn't find a clue in the Documentation.

Thanks for the help \<3


Answers:
author: Eugenio Onofre
body: Hi [@Slifer](/t5/user/viewprofilepage/user-id/5334469)

The behavior you're experiencing, where the Administrators Role settings from Jira Software are not being reflected in newly created Jira Service Management projects, is due to the different way Jira Service Management handles project roles and permissions.

Jira Service Management has its own set of default roles and permissions that are separate from Jira Software. When you create a new project in Jira Service Management, it typically assigns the project lead as the Project Administrator by default. This is different from Jira Software, where changes to the Administrators Role in the System Security settings might be reflected across new projects.

To address this, you would need to manually adjust the project roles and permissions for each Jira Service Management project you create. This means adding the desired group and user to the Project Administrator role within each Jira Service Management project's settings.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: jira-service-management

jira-service-management-server

server
New automation view is pretty slow
Asked by Gourav Sharma:

Hi,

It could be me or if anyone else noticed this. The new view of automation page seems to be working very slow. Whenever I search for something or add new condition it just takes few seconds to load the page and then shows the changes.  

<br />

Is the work is still being done in order to finally release this option or rolled out?  

Thanks

Gourav![New Automation rule preview page.png](/t5/image/serverpage/image-id/301133iA2FFFCF1FA4FC82B/image-size/large?v=v2&px=999 "New Automation rule preview page.png")


Answers:
author: Nikola Perisic
body: Welcome to the Atlassian community [@Gourav Sharma](/t5/user/viewprofilepage/user-id/5320797) !

Currently, Atlassian is facing an outage on their products: <https://status.atlassian.com/>

BR,

Nikola

comments: author: Gourav Sharma
body: Can see that thanks, but trust me it's been a while it is happening even there were times when there are nothing as outage event the automation seemed to be slow.  

But can wait till it is clear.

Appreciate it !


author: Nikola Perisic
body: I see, so it was also slow regardless of the outage, I know that this is not really related to your issue <https://jira.atlassian.com/browse/JRACLOUD-68845> but there were also people who have reported this issue.

I'd suggest if this is like this constantly, to contact the Atlassian support, so they can investigate further.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Pages and tickets not loading
Asked by David Rockley:

Hi, Having problems loading Jira pages (Service Management project) and tickets. Tickets sometimes load if accessed via the search window, but mostly do not load and left with a blank window. I tought at first it was me/my machine, but colleagues reporting the same issues. Sorry to not be more specific. Thanks


Answers:
author: Fazila Ashraf
body: Please check on the active outage <https://jira-software.status.atlassian.com/>


author: Pathakota PrudhviRaj
body: Facing the same issue, what's the problem with atlassian?

comments: author: Vedant Kulkarni
body: Please check out the status here <https://status.atlassian.com/>


author: Pathakota PrudhviRaj
body: Is it a global issue? Without any intimation, how can we face it? It's a very difficult thing.


author: kay bickell
body: yes, it is global. For specific software elements, you can see the individual statuses, like the below, and even subscribe to receive notifications on progress  

[Jira Service Management Status (atlassian.com)](https://jira-service-management.status.atlassian.com/)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add the following custom field to create option in Jira
Asked by Bhagya Roy:

I would like to have the below three options exactly same on my board too.

The heading, the text inside the text box along with the different editing option and also the text below the text box should be there. Also how to make the option required.

1. Information needed to do the task:

2. Deliverable format

3. Where to store the work![Screenshot (118).png](/t5/image/serverpage/image-id/301132iA36670B144C369E0/image-size/large?v=v2&px=999 "Screenshot (118).png")


Answers:
author: Eugenio Onofre
body: Hi [@Bhagya Roy](/t5/user/viewprofilepage/user-id/5395359)

To do so, you need to have admin access to Jira. If you are an admin, you need to add these fields to the screen(s) being used by your project.

Go to **Project Settings \> Issues \> Screens** and click on the Screen Scheme being used. This will take you to the list of screens. Edit the desired screen and add the fields in there. The text inside the box, as well as the description below it are part of the field itself and will be shown once you add them to the screen.

In order to make them required, you will need to create a Field Configuration scheme and make the fields mandatory or add a validator to your workflow to prevent an issue from being created without this field.

The difference between both process I mentioned above is:

* Field configuration: will add an asterisk to the field display
* Workflow: will not show an asterisk but when clicking on "create" will give an error message

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Bhagya Roy
body: ![Screenshot (129).png](https://community.atlassian.com/t5/image/serverpage/image-id/301429i321B578CDC6BBAC6/image-size/large?v=v2&px=999 "Screenshot (129).png")


author: Bhagya Roy
body: [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) I added three fields but I am not able to insert text inside the box and also was not able to mark the fields are required. I used the way you suggested but it didn't work for me


author: Eugenio Onofre
body: [@Bhagya Roy](/t5/user/viewprofilepage/user-id/5395359)

Did you get any error? Have you enabled the field configuration for your project?


Tags: cloud

jira-service-management

jira-service-management-cloud
All Users are getting Something went wrong Try refreshing or navigating to another page.ERROR:U5H9RA
Asked by Ay?enur ?en:

Hi,

While trying to log in to the platform for about an hour, the following errors are received for all products. I request your support regarding this issue.

Kind regard

![Error 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/301129i83838DA4DCA845AE/image-size/large?v=v2&px=999 "Error 1.png")


Answers:
author: Javier Rodr?guez
body: Me too. Let's check the status, we understand that it is global. But where is the correct place to report incidents, this one or a different one? that website?  

Thanks!


author: BHUSHAN PATIL
body: Hi [@Ay?enur ?en](/t5/user/viewprofilepage/user-id/5350340) ,

Currently, Atlassian is investigating an issue causing an outage that impacts Jira Work Management, Jira Software, Jira Service Management, and Jira Product Discovery. You can check the status on the [Atlassian Status](https://status.atlassian.com/) page.

Regards,  
Bhushan

comments: author: Ay?enur ?en
body: Hi [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891)

Thank you for the information.

Kind Regard


author: ?? ??
body: me too.

![????????? 2024-01-18 175133.png](https://community.atlassian.com/t5/image/serverpage/image-id/301130iE258968471B6A874/image-size/large?v=v2&px=999 "????????? 2024-01-18 175133.png")


author: Vedant Kulkarni
body: This is a global issue, request you please create a ticket with Atlassian Support.

Please check out the status here <https://status.atlassian.com/>

comments: author: Ay?enur ?en
body: [@Vedant Kulkarni](/t5/user/viewprofilepage/user-id/1734051) thank you for the answer. I hope it gets resolved soon.


Tags: error
Someone has already added that SSH key to another account.
Asked by Kal Zheng:

Someone has already added that SSH key to another account.

Kindly find the account that has the ssh key


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

There's no easy way to work this out because the keys that belong to other accounts should not be shared.

If you shared the key with someone, you should know who. If you were given the key by someone, then you'll need to ask them.

If you have no luck chasing it down, you can raise a support request with Atlassian, and they can search out the key for you and hence identify the account you shared it with.

If you don't want to spend ages chasing down the share, then you can (and should) create a new key for your account and use that instead.


Tags: bitbucket-cloud

cloud
Get context of a deploying step "Redeploying"
Asked by Alan Dragicevich:

Is it possible to determine if the step is performing a regular deployment or a redeployment?  

I need this context to be able to perform custom functionality if the step is redeploying instead of just a regular deploy.

Checking all the environment variables, Bitbucket doesn't seem to expose anything. Best I think I could do is check the current build number or commit hash and determine if it's a redeploy based on that.


Answers:
author: Patrik S
body: Hey [@Alan Dragicevich](/t5/user/viewprofilepage/user-id/2669442) ,

Thank you for reaching out to Atlassian Community!

I'm afraid there's currently no direct way of identifying if a given step is a re-deployment. I do understand how this feature could benefit your use case to build custom logic based on this information, so I went ahead and created a feature request to include an environment variable that exposes if the step is a normal deploy or a re-deploy :

* <https://jira.atlassian.com/browse/BCLOUD-22133>

I would suggest you to add your vote there, since this helps both developers and product managers to understand the interest. Also, make sure you add yourself as a watcher in case you want to receive first-hand updates from that ticket. Please note that all features are implemented with [this policy](https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html) in mind.

While this feature is not implemented, one of the workarounds would be for you to manually check within your step's script if the commit being deployed is the same commit that is already currently in the target deployment environment, which would confirm it's a re-deploy.

Let me know if you have any questions.

Thank you, [@Alan Dragicevich](/t5/user/viewprofilepage/user-id/2669442) .

Kind regards,

Patrik S

comments: author: Alan Dragicevich
body: For you workaround solution, would I need to use the Bitbucket API for this?  

I will give it a go.  

Thanks heaps!


author: Patrik S
body: Hey [@Alan Dragicevich](/t5/user/viewprofilepage/user-id/2669442) .

To get the commit currently running in the pipeline, you can use the default environment variable BITBUCKET_COMMIT.

As for the commit currently deployed to the destination environment, you would have to implement this manually, for example, by saving a file in the destination server with the last commit deployed, and checking for that file every time you do a new deploy to confirm if the commit is the same (which would configure a re-deploy) or different.

Thank you, [@Alan Dragicevich](/t5/user/viewprofilepage/user-id/2669442) .

Kind regards,

Patrik S


Tags: bitbucket-cloud

bitbucket-pipelines

cloud
How to make my bitbucket pipeline slack notify message into bold format
Asked by John Michael Flores:

I want to make the message bold so the person will notice the word  

    - step:        name: Send Notification to Slack        script:          - pipe: atlassian/slack-notify:2.0.0            variables:              WEBHOOK_URL: 'CLASSIFIED'              MESSAGE: '<@1234>, There's an **ERROR**'


Answers:
author: Matija Varjacic
body: I don't think you can.  
But you can use PAYLOAD_FILE variable to add json that contains slack block kit blocks. Then you can use markdown.

```
- pipe: atlassian/slack-notify:2.0.0    variables:      WEBHOOK_URL: $WEBHOOK_URL      PAYLOAD_FILE: payload.json
```

Example;  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/214903i97ABDA52DF53D8C0/image-size/large?v=v2&px=999 "image.png")  
<https://api.slack.com/block-kit/building>

comments: author: Igor Stoyanov
body: Also [take a look at this response.](https://community.atlassian.com/t5/Bitbucket-questions/How-can-I-mention-someone-using-slack-notification-from/qaq-p/2125369)

Regards, Igor.


Tags: bitbucket-cloud

cloud

slack
Remote repo size higher than my local repo.
Asked by Taylan ?zdo?an:

As the title says my repo size about to reach it's limits. I ran the git gc command it reduced the local repo size (.git folder size reduced) but it did not affect the remote repo.

Can you help ASAP please? It's an emergency.


Answers:
author: Theodora Boudale
body: Hi Taylan,

I believe you added the suffix '-OLD' to the repo's name? I ran a git gc for this repo and its size is 1.5 GB now. Does this agree with the size of your local repo?

Please feel free to let me know if you are able to push now and if you need anything further.

The repo belongs to a workspace on a paid billing plan; if you ever have an issue with one of this workspace's repos, you can raise a support ticket with priority Level 1 for urgent issues, to ensure a faster response. You can create a ticket via <https://support.atlassian.com/contact/#/>, in "What can we help you with?" select "Technical issues and bugs" and then Bitbucket Cloud as product.

Just a heads up, I removed the repo url from your post to protect your privacy.

Kind regards,  
Theodora


author: Taylan ?zdo?an
body: Can you please run remote GC on my repo?

comments: author: Taylan ?zdo?an
body: Here is my repo url: \<repo_url_removed\>


Tags: bitbucket-cloud

cloud
How to integrate fortify checks while merging the pull request?
Asked by Naresh Gade:

We would like to make a decision on merging the pull request based on the response from fortify source code inspection tool. I am not sure how this can be done as a developer with no knowledge on atlassian administration.


Answers:
author: Matija Varjacic
body: I haven't used Fortify before but I can see that there's a bitbucket pipeline integration for Fortify Scan.

You first need to create a bitbucket pipeline that triggers on pull request and then add Fortify Scan integration.

Configuring bitbucket pipeline  
<https://support.atlassian.com/bitbucket-cloud/docs/configure-bitbucket-pipelinesyml/>

Fortify integration  
<https://bitbucket.org/fortifysoftware/fortify-scan/>


Tags: bitbucket-server

server