youngmon/atlassian-qna huggingface dataset:
Customer portal Monitoring
Asked by Ugnius Au?ra:

Hello Atlassian community,

I'm working on project with our organization customer portal.

Since we are near by launch, we have set out some ideas to help us track the portal's effectiveness. One of ideas is to customer tracking in portal.

We want to see where the customer spends the most time or gets stuck, or get feedbacks about it. I don't see any additional apps like that, and I don't see any scripts for the cloud version.

Waiting for replies and thank you all!


Answers:
author: Rachel Wright
body: Hi [@Ugnius Au?ra](/t5/user/viewprofilepage/user-id/5509290), I don't know of a direct solution to what you're asking, but I really like the question and it got me thinking about a "poor man's solution" while we wait for a better one. :)

First, as you likely already know, there are some built-in reports. While they aren't designed to exactly answer your question, they might provide just a little insight. Access them from the "Reports" menu in the left sidebar of a Jira Service Management project.

![reports.png](https://community.atlassian.com/t5/image/serverpage/image-id/332538iDA0FE62DB6F456D0/image-size/large?v=v2&px=999 "reports.png")

If one of your motoring metrics was "Are people getting their questions answered?", the "Requests deflected" report might provide a little insight.

**"Might work for now" idea:**

How about crafting some questions and using a request form to ask your users about their experience? I know it's not a traditional use of the portal nor a substitute for real "time on page", metrics, but why not collect this kind of feedback while users are there? Here's a really rough example of how I might collect this info:

![feedback.png](https://community.atlassian.com/t5/image/serverpage/image-id/332540iC042C91658FB8D6E/image-size/large?v=v2&px=999 "feedback.png")

Create a dedicated portal group so feedback doesn't interfere with other primary requests.

![feedback2.png](https://community.atlassian.com/t5/image/serverpage/image-id/332541i07DAC13233190C6C/image-size/large?v=v2&px=999 "feedback2.png")

Then, create a request form for each thing you want to ask your customer or create a longer form that answers multiple things.

I think your question would make a great feature request that others would find very valuable. :)

Hope this helps or least leads to a better idea!

Rachel Wright  
Author, Jira Strategy Admin Workbook

comments: author: Ugnius Au?ra
body: Hi Rachel,

Thank you very much, for your time and respond.

I'll look up on that!


Tags: cloud

jira-cloud
How to use Teams field in Automation Rule
Asked by Leonie Kemnitz:

I would like to automate the ticket system so that the teams are assigned automatically. Unfortunately I get an error message, what is wrong with my code?

Greetings,

Leonie


Answers:
author: Bill Sheboy
body: Hi [@Leonie Kemnitz](/t5/user/viewprofilepage/user-id/5486910)

As the rule editor shows, the syntax for your JSON expression is incorrect.

Perhaps try this, assuming your custom field id value is correct:

```
{
  "fields: {
    "customfield_10001" : "your team id value"
  }
}
```

Kind regards,  
Bill


author: Leonie Kemnitz
body: ![Unbenannt2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/332087iEBDAE1A1E3606258/image-size/large?v=v2&px=999 "Unbenannt2.PNG")![Unbenannt.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/332088i44CC0F3087051B53/image-size/large?v=v2&px=999 "Unbenannt.PNG")


Tags: cloud

jira-service-management

jira-service-management-cloud
Trying to pay for Timesheet
Asked by Kaspars Tenters:

Hi!

I'm trying to ad payment details, to pay You for Timesheet. Somehow, I can not go to the Billing section.

I,m Janis Kurts and my default account ir janis.kurts@intellitech.lv, but I have kaspars.tenters@intellitech.lv account also. Still, I don't have permission to get to the bills section.

Coud You add permissions to my account janis.kurts@intellitech.lv and my second support@intellitech.lv, so that we both could recieve eny info about invoices and would have full access to our account 'intellitech-lv'?


Answers:
author: Valerie Knapp
body: Hi [@Kaspars Tenters](/t5/user/viewprofilepage/user-id/5530337) , welcome to the Atlassian Community and thanks for your question.

This isn't going to be something we can help you with unfortunately, not having access to your account / instance.

Please open a ticket with Atlassian- <https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/>

I hope this gets resolved for you soon.

Cheers


Tags: cloud

jira-cloud

not-applicable

subscriptions-and-billing
Unknown fields set during transition. Field may not be on transition screen. Fields ignored - Resolu
Asked by Dinesh Kumar Saminathan:

could you give the solution for this question


Answers:
author: Jerrold - Empyra
body: Hi [@Dinesh Kumar Saminathan](/t5/user/viewprofilepage/user-id/5530342)

Can you please share the screen shot of the automation rule and audit log it will be helpful to identify the root cause.

Thank you.

comments: author: Dinesh Kumar Saminathan
body: ![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/332012i5FF6620A6E02BF61/image-size/large?v=v2&px=999 "Capture.PNG")


author: Jerrold - Empyra
body: Hi [@Dinesh Kumar Saminathan](/t5/user/viewprofilepage/user-id/5530342)

Thanks for sharing the audit log.

I believe that you have selected the resolution field in the transition issue action under "choose fields to set".

So, what's happening is when setting fields in the same action, specifically in the transition issue action, it will tend to change the resolution while transitioning the issue.

Therefore, we need to have a transition issue screen where the resolution field should be present.

To avoid this, remove the resolution field from the transition issue action and add another action - edit issue action - where you can set the resolution field.

Additionally, I believe you also have some validators or conditions in your workflow; as, in order to move an issue to a certain status, you must update Launch Darkly value. For that as well, you need to set an action.

Thank you.


Tags: cloud

jira-cloud
can i Add a validation that any one of the specific labels should be filled to transit the issue?
Asked by Sunilkumar k:

Hi,

I need to add a validation that validates whether the Labels field is filled with any one of the specific labels to transit the issue from new to InProgress.

Example :

I have two labels labelA, LabelB while transiting issue from new to InProgress i want to add a validator that allows the issue transition from new to InProgress only if the Labels field is filled with label A or labelB . if the labels field is filled with some other label then the issue transition should not be allowed.

How can I do the validation as mention above, please suggest.

Thanks in Advance !


Answers:
author: Maciej Dudziak _Forgappify_
body: Hi [@Sunilkumar k](/t5/user/viewprofilepage/user-id/4775218)

If you are in a company-managed project, then instead of a validator, you can use two Value Field Conditions grouped with the 'any condition' setting.

If you require a validator, consider using a Jira expression-based validator. There are several options available on the marketplace.

We've developed the Jira Expression Validator as part of the free [Workflow Building Blocks for Jira](https://marketplace.atlassian.com/apps/1233642/workflow-building-blocks-for-jira?hosting=cloud&tab=overview) app. The Jira expression for your case will be:

```
issue.labels.includes('LabelA') || issue.labels.includes('LabelB')
```

I hope it will help.

Cheers


Tags: cloud

jira-cloud

label

validation

validator

workflow
I want to create a sub-issue schedule bar in the timeline What should I do?
Asked by Queenz:

I want to create a sub-issue schedule bar in the timeline What should I do?

\> guideline

![?????????? 2024-06-27 ???? 2.03.39.png](/t5/image/serverpage/image-id/332007i985703BC61CA0A55/image-size/large?v=v2&px=999 "?????????? 2024-06-27 ???? 2.03.39.png")

\> My project

![?????????? 2024-06-27 ???? 2.02.40.png](/t5/image/serverpage/image-id/332008iCEF1A5334CE2180A/image-size/large?v=v2&px=999 "?????????? 2024-06-27 ???? 2.02.40.png")![?????????? 2024-06-27 ???? 2.06.40.png](/t5/image/serverpage/image-id/332009i61B19CD56429CB74/image-size/large?v=v2&px=999 "?????????? 2024-06-27 ???? 2.06.40.png")


Answers:
author: Queenz
body: [@Jerrold - Empyra](/t5/user/viewprofilepage/user-id/5352480)

I succeeded. Thank you so much [@Jerrold - Empyra](/t5/user/viewprofilepage/user-id/5352480)

comments: author: Jerrold - Empyra
body: Glad to help [@Queenz](/t5/user/viewprofilepage/user-id/5530318)

Please consider accepting the answer if it was helpful. It would make it easier for others to find the answer if they have the same issue.

Thank you.


author: Jerrold - Empyra
body: Hi [@Queenz](/t5/user/viewprofilepage/user-id/5530318)

In your project timeline in the top right corner there will be three dots if you click that you can see the configure timeline

![Timeline - 1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/332018iFB613C0F473A7BD9/image-size/large?v=v2&px=999 "Timeline - 1.PNG")

After selecting that you will be taken to this below page here you have to enable the Include child level issues option

![link - 2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/332019i54B9EA12E8F65164/image-size/large?v=v2&px=999 "link - 2.PNG")

After enabling you should be able to set the schedule bar in the time line for the sub issues

Please try this once and see whether its working

Thank you.

comments: author: Jerrold - Empyra
body: Hi [@Queenz](/t5/user/viewprofilepage/user-id/5530318)

Absolutely, Please consider accepting the answer if it was helpful. It would make it easier for others to find the answer if they have the same issue.

Thank you.


Tags: cloud

jira-cloud
Not able to get work logged by a user in Jira Rest API
Asked by Vishwajith I P:

Hi All,

I am using Jira Rest API to fetch the work logged by resources for all the tickets. I have a Jira Site Admin account and use the API Key generated by the site admin for accessing the information using Jira Rest API. However, I have found that I am unable to get work logged by certain users using the rest API even though i can see their work logged in Jira. Somebody please help


Answers:
author: Magdalena Zhisheva
body: Hi [@Vishwajith I P](/t5/user/viewprofilepage/user-id/5333291) ,

Do you have any security schemes applied to the tickets where those users logged their work time?

comments: author: Vishwajith I P
body: Hi [@Magdalena Zhisheva](/t5/user/viewprofilepage/user-id/4479837)

No, there are no security schemes applied. I am able to get the work logged through Rest API when the resource logs their hours through TeamBoard Time Planner. But the time logged directly in a ticket is not available in the Rest API response![Screenshot 2024-07-05 120151.png](https://community.atlassian.com/t5/image/serverpage/image-id/333638i45F895072521B3BF/image-size/large?v=v2&px=999 "Screenshot 2024-07-05 120151.png")![Screenshot 2024-07-05 120222.png](https://community.atlassian.com/t5/image/serverpage/image-id/333639iC344F0852EBE3741/image-size/large?v=v2&px=999 "Screenshot 2024-07-05 120222.png")


Tags: cloud

jira-cloud

jira-software

rest-api
how to clone issues with unassigned status
Asked by Sachin Guttala:

when someone cloned the issue it should get the assignee as previous ticket, it should be unassigned


Answers:
author: Clara Belin-Brosseau
body: Hello [@Sachin Guttala](/t5/user/viewprofilepage/user-id/5391725)

If you're seeking for an easy way to **clone an issue and keep it unassigned** , you can try our [app Elements Copy \& Sync](https://marketplace.atlassian.com/apps/1211111/elements-copy-sync-clone-jira-issues?tab=overview&hosting=cloud?&utm_source=community&utm_medium=answer&utm_campaign=question_2737686&utm_keyword=CS&utm_vendorID=4952) that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check our guide [here](https://doc.elements-apps.com/copy-and-sync-jira-cloud/create-issues-with-preset-default-values?&utm_source=community&utm_medium=answer&utm_campaign=question_2737686&utm_keyword=CS&utm_vendorID=4952).

You can try the app for free during 30 days (and it stays free under 10 users).

Kind regards,

Clara


author: Luka Hummel - codefortynine
body: Hi [@Sachin Guttala](/t5/user/viewprofilepage/user-id/5391725)

If you are willing to use a third party app, our [Deep Clone for Jira](https://marketplace.atlassian.com/apps/1218652?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2737686) could help you. With the [Field Editor feature](https://documentation.codefortynine.com/deep-clone-for-jira/field-editor?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2737686), you can set field values while cloning. Including setting the **Assignee** to *Unassigned*.

![2024-07-03 12-12.png](https://community.atlassian.com/t5/image/serverpage/image-id/333254i3756BD133137B1CA/image-size/large?v=v2&px=999 "2024-07-03 12-12.png")


author: Trudy Claspill
body: Hello [@Sachin Guttala](/t5/user/viewprofilepage/user-id/5391725)

Which result do you want; the new issue to be unassigned or the new issue to have the same Assignee as the original issue?

comments: author: Sachin Guttala
body: Hi Trudy, we need new issue should be in unassigned state.


author: Sachin Guttala
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) can i get the workaround for the query please.


author: Trudy Claspill
body: Hello [@Sachin Guttala](/t5/user/viewprofilepage/user-id/5391725)

If you are using the Clone Issue option from the actions menu in an issue it is not possible to configure which fields get copied.

One work around would be to use an Automation Rule to check for newly created issues and set the Assignee field on those to Unassigned. If you want to do that only if the issue was created by Cloning then you would need to add a condition to check if the new issue includes a "clones" link.

If you are Cloning an issue through an Automation Rule then within the Clone action you can set fields, and there you could set the Assignee field to Unassigned.


Tags: cloud

jira-cloud
I want to get the list of my Jira projects to excel. How to achieve this??
Asked by Rahul:

I want to get the list of my Jira projects to excel. How to achieve this??


Answers:
author: Valerie Knapp
body: Hi [@Rahul](/t5/user/viewprofilepage/user-id/4478462) , thanks for your question.

If you don't have many projects, copy and paste could be an option.

<https://yourinstance.atlassian.net/jira/settings/projects/manage>

\^ from this page, you can get a list of projects

What is it that you are trying to achieve? Could you create a dashboard in Jira to give you an overview of all of the projects without needing to export, and then keep updated, the list of projects?

Cheers


Tags: cloud

jira-cloud
Outlook Email to Jira Issue Automatically
Asked by Bradley Burrell:

The end goal is to have emails automatically turned into Jira issues, with the sender of the email being the reporter (and as such getting the notifications from workflows). Currently with the plug ins I am using, the person who creates the issue in Jira from the outlook email is the reporter, but that doesn't help.

Ultimately I would like the service desk to manage all issues from Jira, but I want all staff to continue reporting issues via email, without interrupting this pre-existing process.


Answers:
author: Britta Neugebauer _yasoon_
body: Hi there [@Bradley Burrell](/t5/user/viewprofilepage/user-id/5513290)

as far as I understand your use case, you could work with the JSM mail handler, see here: [Receive requests from an email address \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/)

Which plugin are you using right now? I work for yasoon, we're developing the [Microsoft 365 for Jira](https://marketplace.atlassian.com/apps/1213138/microsoft-365-for-jira-outlook-email-teams-calendar?hosting=cloud&tab=overview) app, which includes the Outlook email integration. If you have any questions how to work with Microsoft Outlook integration for JSM, you can book a support meeting with my team here: [yasoon Support - Jira Service Management (atlassian.net)](https://yasoon.atlassian.net/servicedesk/customer/portal/3)

Best,  
Britta


Tags: cloud

email

jira-cloud

outlook
Automation rules with custom fields
Asked by Tim Ballingall:

Hi

I am playing around with automation at the moment and cant seem to find a solution to a specific use case i am proposing.

I am sharing a single custom field across several project types, with this custom field locked to a dropdown list of known values.

To make it easier to use, and make the process less prone to human error, I would like this custom field to be filtered based upon either a Project Name or Project Type.

So, if a User selects "project A", then I would like this custom field to be limited to items "A,B or C".

If the user selects "Project B", then I would like this same custom field to be limited to items "X,Y or Z"

I am using the custom field to help with management and analysis of issues

Is this possible ? seems to be a bridge too far from what i can see in the automation builder

thanks

t


Answers:
author: Melo
body: Hi [@Tim Ballingall](/t5/user/viewprofilepage/user-id/5462792), to show different options depending of the project you may want to look into the custom field Context instead of automation.

<https://support.atlassian.com/jira-cloud-administration/docs/configure-custom-field-context/>

I hope this helps.

Cheers,

Melo

comments: author: Tim Ballingall
body: Thanks so much - perfect !


Tags: cloud

jira-cloud
Unable to login to the jira
Asked by Praveen:

\*Important\*

unable to login to the jira account from the mail id and not getting any forgot password assistance :

mail id : redacted

Please rectify the issue and resolve the issue as soon as possible


Answers:
author: Andy Heinzer
body: Hi [@Praveen](/t5/user/viewprofilepage/user-id/5530284)

I found there was a suppression for that account. I have cleared this from our side. Try to resend the password recovery now. It should arrive this time.

Andy


author: Trudy Claspill
body: Hello [@Praveen](/t5/user/viewprofilepage/user-id/5530284)

Welcome to the Atlassian community.

First, I advise you not to post your email address on a forum accessible to anybody on the internet.

Second, what error are you getting when you try to login?

comments: author: Praveen
body: No mail was received from jira for password recovery


author: Trudy Claspill
body: Were you able to login previously with that the specified email address?

Do you receive other notifications from Atlassian Cloud products?

Is your authentication for Atlassian Cloud linked to your company's authentication process using Okta or SSO? Or did you set up a password specifically for Atlassian Cloud for your email?


author: Praveen
body: Were you able to login previously with that the specified email address?

yes


author: Praveen
body: Do you receive other notifications from Atlassian Cloud products?

no


author: Trudy Claspill
body: I have flagged your post to bring it to the attention of the Atlassian team.


Tags: cloud

jira-cloud
Jira stopped sendi
Asked by Configura??o Infinity System:

In my project, I have some rules that are suposed to send me an e-mail when new tasks are created, and also when a certain movement is made on the board, but since June 24th I haven't recieved any e-mails when both actions happens


Answers:
author: Bill Sheboy
body: Hi [@Configura??o Infinity System](/t5/user/viewprofilepage/user-id/5530151) -- Welcome to the Atlassian Community!

Have you recently changed your personal notification settings for your Jira profile?

Have you confirmed the automation rules are still running?

Have you confirmed with your Jira Site Admin if either the rules or email notifications are over the service limits for a Free license level:

* <https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/#What-are-my-usage-limits>
* <https://support.atlassian.com/cloud-automation/docs/automation-service-limits/>

Kind regards,  
Bill


author: Benjamin
body: Hi [@Configura??o Infinity System](/t5/user/viewprofilepage/user-id/5530151) ,

First place to check is your automation audit to see if there are any errors. If none, check if there has been any changes to your own profile that would disable notifications. Also, check you junk mail incase it somehow is redirectly from your inbox.

Another thing to check is this isolated to just you or team members as well.


Tags: automation

cloud

e-mail

error

issue

jira-cloud

notification

rule
I stopped receiving email notifications
Asked by Agarwal_ Rishav:

I have suddenly stopped recieving email notifications for JIRAs. Can someone please help? Thanks.


Answers:
author: Benjamin
body: Welcome [@Agarwal_ Rishav](/t5/user/viewprofilepage/user-id/4526544) .

There could be a number of reasons why you may stop receiving. Is this happening to just you or larger group? If it's a larger group, may want to check the e-mail service or the global email setting is set to disable. Perhaps your emails are in your junk box. Was there any administrative changes when you started noticing this.

comments: author: Agarwal_ Rishav
body: It was an internal issue with the email account. It's resolved now. Thanks


Tags: data-center

jira-data-center
Date field display
Asked by Brittany Montgomery:

Hello,

I am working in Jira Work Management and have a field labeled "Regulatory Effective Date." I created a dashboard and included a chart that lists all issues. The chart has the Regulatory Effective Date field, but the date order is not the same as the field that displays on the Epics/board. There is not an option in the tool configuration section to reorder by mm/dd/yyyy, only dd/mm/yyyy in various formats (options shown below). I would like the date in the format shown in the second screenshot.

![Capture 2.PNG](/t5/image/serverpage/image-id/331961i921A95077BF283C9/image-size/large?v=v2&px=999 "Capture 2.PNG")

![Capture 3.PNG](/t5/image/serverpage/image-id/331962i06D9462DFB9DC2C0/image-size/large?v=v2&px=999 "Capture 3.PNG")

![Capture.PNG](/t5/image/serverpage/image-id/331960iF9D5C466C61A8002/image-size/large?v=v2&px=999 "Capture.PNG")


Answers:
author: Pablo Gamblin _ServiceRocket_
body: Hi [@Brittany Montgomery](/t5/user/viewprofilepage/user-id/5339746)

You can change this option in the look and feel settings in Jira (*J* *ira System Settings -\> "Look and feel" as administrator*). See screenshot below:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/331980i87F63007DDC08C8D/image-size/large?v=v2&px=999 "image.png")

Also, as [@Benjamin](/t5/user/viewprofilepage/user-id/3275402) mentioned, this is a global setting so check with your team prior to making these changes.


author: Benjamin
body: Hi [@Brittany Montgomery](/t5/user/viewprofilepage/user-id/5339746) ,

I believe this is a global field for the date format. So, if this is set to change, all other date fields will be change to this format as well. Before requesting to do so, you may want to check with other team members before making the change.

comments: author: Brittany Montgomery
body: Hi Benjamin! We had this field created into a global field by our Jira Admin. so we could push info from this field and others onto Jira Software boards where we oversee the work of other teams that we work with. Changing the display format on the dashboard will not be an issue. I'm just puzzled as to why the Jira board displays the format correctly (mm/dd/yyyy) but the dashboard that pulls in the same field displays differently (dd/mm/yyyy).


Tags: cloud

jira-cloud