youngmon/atlassian-qna huggingface dataset:
What would be the best template ?
Asked by Damon Tucker:

I'm using the product discovery template in order to gather ideas and team feedback from the list that I've gathered. What would be the best template to do such ?


Answers:
author: Dave Liao
body: [@Damon Tucker](/t5/user/viewprofilepage/user-id/5107007) - can you rephrase your question?


Tags: cloud

jira-service-management

jira-service-management-cloud
Move an incident to a new project upon creation
Asked by Avi Serber:

Hi,

We have multiple projects in JSM and i want to do the following

1. User creates a ticket in the "default" project
2. the subject or description match a keyword
3. the ticket gets closed in the default project (with no email getting sent)
4. a new ticket in a different project is created so it can be routed to the proper group

my issue is the end of step 3. I can Clone the issue to another project but it still generates two emails to the user.

Any help is appreciated.


Answers:
author: Joseph Chung Yin
body: [@Avi Serber](/t5/user/viewprofilepage/user-id/5404413) -

Welcome to the community. In your process, there is a possible issue where how would you want the issue reporter to be notified? In addition, why don't you have all of your agents (among the different groups) to just work off from the same project?

For your default project, you can disable the customer notification event when issue is resolved via Project settings \>\> Customer notifications. However, this means that any issue which is resolved in your default project that issue reporter will not be notified. As this is done at the project level.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: jira-service-management

jira-service-management-server

server
Force Microsoft Azure SSO for JSM
Asked by Imogen Caroline Brendel:

We are afraid users will get confused in SSO for JSM by being given the choice of Azure AD, Google, etc. All our users are provisioned through Azure AD. Is there anyway where after an Azure AD email is confirmed, the user is not given a choice of platforms? Or a way that would at least prevent users from creating duplicate accounts?


Answers:
author: Benjamin
body: Hi [@Imogen Caroline Brendel](/t5/user/viewprofilepage/user-id/3626132) ,

If you are referring to the initial login screen, then no. The Atlassian login page is setup like this by default. Users can have access to multiple platforms. The e-mail should just be tied to one of the platforms. For example, if user is logining using Azure AD e-mail, it will not work when they get redirected to another SSO since it will not be recognized.


Tags: cloud

jira-service-management

jira-service-management-cloud
Sprint Goals Fields
Asked by gregory_wallace:

Hello,

Is there a way to make the Sprint Goals field a required field? If not, What are my options?


Answers:
author: Murat Seven
body: Hi [@gregory_wallace](/t5/user/viewprofilepage/user-id/5348425) and welcome to the Atlassian Community!

You can follow this [link](https://community.atlassian.com/t5/Jira-Content-Archive-questions/Sprint-goal-mandatory/qaq-p/1246381) and you can review it here: <https://jira.atlassian.com/browse/JRASERVER-69456> and if you like click the links to vote for it and watch it.  

Best,

Murat Seven


author: Joseph Chung Yin
body: [@gregory_wallace](/t5/user/viewprofilepage/user-id/5348425) -

Hi Gregory:

Keep in mind that the other suggestion is related to the Server env and not for the Cloud env as your question was tagged for the JSM cloud env.

Lastly, JSM is build for issue management via queue and not via sprints by default. Sprints (SCRUM) is designed for Jira Software Application project.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Seeking Guidance on Test case writing and bug logging with AI in Jira
Asked by Tanuja Balachandran:

Hello,

I'd appreciate some guidance in Test case writing and bug logging specifically with AI in Jira. Any insight or experiences with incorporating AI for the above scenarios is valuable. Any recommended plugins would be appreciated.

Thanks,

Tanuja


Answers:
author: Eugenio Onofre
body: Hi [@Tanuja Balachandran](/t5/user/viewprofilepage/user-id/5404339)

Welcome to the Atlassian Community.

I would recommend checking the available options in [Atlassian Marketplace](https://marketplace.atlassian.com/)such as XRay, Zephyr, QMetry and others. The description and documentation of those plugin can provide a great support in understanding features, as well as you can find available materials over the internet.

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


author: Ash from BakeQA
body: Hello [@Tanuja Balachandran](/t5/user/viewprofilepage/user-id/5404339),

I highly recommend our AI Test Case Generator for Jira, which can significantly enhance your test case writing and bug logging process. Our tool leverages AI to automatically generate comprehensive test cases from your Jira user stories, ensuring thorough coverage and saving you valuable time.

Additionally, our AI Test Case Generator seamlessly integrates with both Zephyr and Xray, popular test management tools. This integration allows you to benefit from AI-generated test cases while maintaining your preferred test management workflows.

To get started, you can install the AI Test Case Generator for Jira using the following link: [Install AI Test Case Generator for Jira](https://marketplace.atlassian.com/apps/1220079/ai-test-case-generator-for-jira).

For any questions or assistance, you can raise a [Support Ticket](https://www.aitestcasegenerator.com/contact/).

You can also find detailed technical guides and documentation to help you configure and use the AI Test Case Generator effectively: [Technical Guides](https://intercom.help/aitestcasegenerator/en/).

Feel free to share your experiences or ask any further questions. We're here to help!

Best regards,  
Ash  

cc [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586)


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer Configuration
Asked by Patrick Smith:

I've been reading this article but it might as well be in another language: <https://community.atlassian.com/t5/Jira-Service-Management-articles/Choosing-the-right-approach-to-Customer-Management-in-Jira/ba-p/1970761>

I just want people in my domain to be able to use the service desk portal, as well as non-domain people that I specifically invite (Not open to everyone in the world). I do not want any of this activity to increase our bill.

Additionally, I want to be able to manually sign up "agents" as needed, since that will be a rare occasion.

How do I configure my JSM for this?


Answers:
author: Dan Breyen
body: Hi [@Patrick Smith](/t5/user/viewprofilepage/user-id/5404349) welcome to the community. You can configure your system (Settings{gear} / Products / Jira Service Management / Customer Acccess / Portal access / click 'Don't allow customers to create their own accounts) so an Agent or Admin has to create new users.

Your Portal Users would be setup as "Customers" for product access. You can manage your "Agents" in the same way as that's what controls your JSM Licensing.

This article might help to explain roles a little better: [JSM User Roles](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/)

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Disable Incident Creation from the 'Create' Button in the Top Bar in Jira Cloud?
Asked by Eduardo Montecinos:

Hello, good afternoon.

For some time now, I've been uncertain about how to block the creation of issues using the **'Create'** button in the top bar, aiming to allow ticket creation only from the portal. In the Server version, this was possible, but now, in Cloud, I can't find a way. I've tried using hidden fields in the **'Request Type'** , but they are visible from the button as well, so it doesn't work for me. I also attempted to validate flows with a **'request-channel-type'** property, but I can only validate it once the issue has already been created.

Could you please let me know if there's a way to disable this button or any method to recognize where the issue is being created from? I would greatly appreciate your assistance.

*** ** * ** ***

![create.png](/t5/image/serverpage/image-id/300369i97E3390FD3315C89/image-dimensions/274x96?v=v2 "create.png")


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

The create button allows people to create issues in a project. The portal allows people to create requests, which leads to the creation of an issue as its back-end.

You'll note that if you use the create button, you create an issue without a request in front of it.

So there's a really easy fix for this. Remove your users "create issue" permission from the servicedesk project. They will still be able to act as "customers" and create requests via the portal (or its channels).

This may not work for the Agents in the project, some teams of Agents need to be able to create issues without requests, but that depends on how you want to work. It's not usually a problem if your issues don't have loads of fields that are not generated by the request.

comments: author: Eduardo Montecinos
body: I appreciate your quick and helpful response. The suggestion to remove the 'create issue' permission from the service desk project makes a lot of sense, and I appreciate the clarity in explaining the difference between using the create button and the portal. This solution aligns well with our workflow, and I'll make sure to implement it. Your assistance is invaluable, and I'm grateful for the guidance. Thanks again! :D


author: Nic Brough -Adaptavist-
body: Glad to help!

I missed one little thing here - the "create" button in the menu will only go away if the user has no create issue (not request) permissions in **any** project. But they will only be offered projects where they do have create issue permissions in the create dialogue!


author: Brent Nye
body: This solution works. But it also prevents agents from Moving issues within the project.


Tags: cloud

jira-service-management

jira-service-management-cloud
User Picker field in Customer Portal does not give access to issue
Asked by Albert Manuel:

Hello,

In our Jira Service Management, i have created a custom field - user picker type. I have added this field (Other Viewers) to our portal, and also have added this field in the browse permissions in the project permissions schema.

The problem is - if a customer (non-licensed user) is added to this field - it does not grant him access to the portal issue.

I have check all the permissions possible - the problem is still there - is this by design? Can you not give access to portal issues (where you don't need a license) to someone from a custom field - user picker field? Do they need a license?

Thanks.


Answers:
author: Rilwan Ahmed
body: Hi [@Albert Manuel](/t5/user/viewprofilepage/user-id/1194936) ,

*If a customer (non-licensed user) is added to this field - it does not grant him access to the portal issue*   
--\> this is how the JSM works.

*Can you not give access to portal issues (where you don't need a license) to someone from a custom field - user picker field? Do they need a license?* --\> Yes  

Customers are managed from **Project settings** \> **Customer permissions** .

Any other users from custom fields and other roles will need the license.   

<br />

comments: author: Albert Manuel
body: Hi [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) the Customer Permissions are these ones.

![itsm333.png](https://community.atlassian.com/t5/image/serverpage/image-id/300358i8F657EED11BC20DB/image-size/large?v=v2&px=999 "itsm333.png")

So i have this user who is NON-Lincesed, and in the portal he is added to a custom field - but this does not grant him access to the issue.

I have added thim to the project (customer role) still - no access to the issue where he is added in the custom field. I guess it works just with the field "Request Participants" for the other i think we need licenses.


author: Rilwan Ahmed
body: *I guess it works just with the field "Request Participants" for the other i think we need licenses.*

--\> Yes


Tags: jira-service-management

jira-service-management-server

server
How to copy images from Jira comments to another project?
Asked by Edgardo Ibarra:

Hi Atlassian community,

I'm currently working on an automation that copies comments from one Jira project to another. The automation works well for the most part, but it doesn't copy images that are attached to the comments. Instead, it adds a gray file icon with the text "Image attachment".

Is there a way to copy images from Jira comments to another project?

Thanks in advance for your help!

![Screenshot 2024-01-12 at 12.29.45.png](https://community.atlassian.com/t5/image/serverpage/image-id/300351i4E7892FF8DF5B157/image-size/large?v=v2&px=999 "Screenshot 2024-01-12 at 12.29.45.png")![Screenshot 2024-01-12 at 12.30.33.png](https://community.atlassian.com/t5/image/serverpage/image-id/300350i673C876548A72375/image-size/large?v=v2&px=999 "Screenshot 2024-01-12 at 12.30.33.png")


Answers:
author: Eugenio Onofre
body: Hi [@Edgardo Ibarra](/t5/user/viewprofilepage/user-id/5267716)

Please see the document below provided by Atlassian:  
<https://confluence.atlassian.com/jirakb/how-to-sync-comments-and-copy-attachments-between-linked-issues-1167831058.html>

By the end of this document, it reads:

Due to a known bug, when copying comments from one ticket to another, the attachments on the destination ticket might show **Failed to load:** [![](https://jira.atlassian.com/secure/viewavatar?size=xsmall&avatarId=51493&avatarType=issuetype)AUTO-723](https://jira.atlassian.com/browse/JSWCLOUD-22482?src=confmacro) - Cloned comments using Automation shows attachments as "Failed to load" LONG TERM BACKLOG

The workaround for this known bug is to add a **New action** \> **Edit issue**.

After selecting the **Attachment** on **Choose fields to set...,** select the **Issue to copy value from** \> Trigger issue.

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: Edgardo Ibarra
body: Hey Eugenio, thanks a lot for taking the time to reply to my question.

I'm going to try this, and I'll let you know if it works!

Have a great weekend.


Tags: cloud

jira-service-management

jira-service-management-cloud
Forms
Asked by Rene Grandmaison:

One a form is included in a ticket, I can't edit the form. I'm an admin, external. etc..


Answers:
author: Neil C_ Costigan
body: Thank you for sharing this.

[Palm Beach Property Appraiser](https://palmbeachpropertyappraisers.com)


author: Joseph Chung Yin
body: [@Rene Grandmaison](/t5/user/viewprofilepage/user-id/5404268) -

Welcome to the community. Can you clarify on what do you mean by "can't edit the form"?

Once we get your update, we can assist further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Michael Cheng
body: I have the same issue, my Process is that a ticket has come into the queue.

Add in form and enable it to be edited

Users can see the form but can't update it


author: Joseph Chung Yin
body: [@Michael Cheng](/t5/user/viewprofilepage/user-id/4488286) -

Have you enabled the option to allow Form editing once it is submitted + disabled the option where only admins can edit it after submission?

![2024-02-14_7-47-11.png](https://community.atlassian.com/t5/image/serverpage/image-id/306398i3F87DE62F47E8CF0/image-size/large?v=v2&px=999 "2024-02-14_7-47-11.png")

Also, what is your permission rights on your account for your site + project role assignments for the project in question?

Hope this helps.

Best, Joseph


author: Michael Cheng
body: Hi Joseph

Thank you for getting in contact.

I am admin on the project can confirm I have enabled the option to allow Form editing once it is submitted + disabled the option where only admins can edit it after submission.

When I go through the portal and select the request type and the page with the form loads, I can't even edit the form then.

I have also raised it without editing, then enabled the form in the back end, and tried to edit it as a user and admin but neither works.


author: Michael Cheng
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Have been playing around and to confirm, i have created these forms from blank instead of using a template.

Have tested this using templates and I am able to edit them, further testing to commence but guess i have to edit the blank form and input text fields etc .


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: If field value for Reporter Changes then edit Organization to Reporters Organization
Asked by Matt S_:

I am not sure how to edit the smart value to get the reporters org and then edit the ticket to have the same org as reporter

```
{
"fields": {
"customfield_10002": "{{id.reporter.organization}}"
}
}
```


Answers:
author: Dan Breyen
body: Hi Matt, I'm no automation expert, but I had Support help with doing something similar to get the Organization of the reporter when a ticket is opened. They basically set me up with some API calls to get the Organization of the Reporter and save it to the Organization of the ticket. It's long and involved, and wouldn't be easy to post, but you could probably get some help with that from Support (support.atlassian.com/contact) if no one else replies.


Tags: cloud

jira-service-management

jira-service-management-cloud
API Permission for Assets
Asked by Florian Ullrich:

Hello,

I'm try to access the assets with the API.

I'm using this link from the documentation:  
<https://your-name.atlassian.net/rest/assets/3/aql/objects>  
and I always get the error code 404.  
Is the endpoint incorrect or do I not have missing permissions?  
Thanks, Flo


Answers:
author: Florian Ullrich
body: Used different link:  
<https://api.atlassian.com/jsm/assets/workspace/>{WorkspaceID}/v1/object/{objectID}  
now I'm getting Data

comments: author: Dan W
body: What authentication type did you have to use to access that API? Does it use the bearer token or Basic Auth?


author: Vivian Escalante
body: [@Florian Ullrich](/t5/user/viewprofilepage/user-id/5404198) Would love to know the answer to [@Dan W](/t5/user/viewprofilepage/user-id/3380586) 's question. I might be getting stuck here too. Thanks.


author: Yaroslav Bondarets
body: [@Vivian Escalante](/t5/user/viewprofilepage/user-id/2601818) [@Dan W](/t5/user/viewprofilepage/user-id/3380586) it works for me only with Basic Auth. But there are good news, Atlassian Team is going to add JWT auth support as well  
<https://jira.atlassian.com/browse/JSDCLOUD-12080>


author: Carla Ann Rowland
body: Hi, I don't have my cloud instance up but I know on Data Center there is an Asset console for entering code. You do need permissions as detailed here: <https://developer.atlassian.com/cloud/assets/assets-rest-api-guide/workflow/>.

The link to the error is that your cloud subscription is expired. You need to be signed in with active license.

comments: author: Florian Ullrich
body: Hey Carla,

the problem is that i can use the API for tickets and this works perfectly fine.

I also asked the Admin, if he could try the link and he also gets the 404.

So the Endpoint is not correct I guess. Is there a way to configurate this specific endpoint?

Thanks, Flo


Tags: api

cloud

jira-service-management

jira-service-management-cloud
Can you help me trying to find the problem of my query?
Asked by Natalia Mojica:

Heyyy, Im using a query for filter the tickets that their status have not change for the last week, but this rule applyied to a ticket that was created less than a day, so I want to understand what is the problem with my query.

Query: issuetype = Story AND sprint in openSprints () AND status = "Needs More Info" AND NOT status changed after -1w

The problem is with the ticket 2142 (which was created yesterday)

![Captura de pantalla 2024-01-12 a la(s) 9.27.18?a.?m..png](/t5/image/serverpage/image-id/300340i0D7D5AC4203EF8D6/image-size/large?v=v2&px=999 "Captura de pantalla 2024-01-12 a la(s) 9.27.18?a.?m..png")


Answers:
author: Carla Ann Rowland
body: Hi, I am not near my JIRA to proof this--- but your filter need refinement of order of operations. Here is the link: <https://developer.atlassian.com/cloud/assets/assets-rest-api-guide/workflow/>

First you need to define the initial search criteria all stories and open sprints by encasing in (); then jira will take those results and apply next criteria -- and not status changed after -1w

I have used this type of filter in the past and it is a bit tricky but works great:

issuetype = (Story AND sprint in openSprints () AND status = "Needs More Info") AND NOT status changed after -1w

---

I will proof this and if I need to update this proposed solution

----- Jan. 14

updated filter:

Option 1 would have to edit dates:

project = \<insert name of project\> AND Status changed DURING ("2024/01/07", "2024/01/12")

Option 2 using strict calendar date previous 7 calendar days

project = \<insert name of project\> AND Status was not in (Resolved) BEFORE startofday(-7)

comments: author: Marc - Devoteam
body: Hi [@Carla Ann Rowland](/t5/user/viewprofilepage/user-id/4587548)

This also works, but with one adjustment to your JQL, open bracket misplaced ( before Story.

issuetype = Story AND (sprint in openSprints () AND status = "Needs More Info") AND NOT status changed after -1w

But in my instance, changed the status off course, I get the same amount of issues.


author: Marc - Devoteam
body: Hi [@Natalia Mojica](/t5/user/viewprofilepage/user-id/5276733)

I tested this as well and I can't see a fault in your filter.

Has the issue been "moved" from another project, that could be a reason, as the old key will be still in the system?

Users with the old link to the issue will be redirect to the moved issue.

comments: author: Natalia Mojica
body: No the issue ws created from this board, but not sure why is not working


author: Marc - Devoteam
body: Hi [@Natalia Mojica](/t5/user/viewprofilepage/user-id/5276733)

I tried all other ways, but the outcome I have is still the same. All is correct.

There is something with this issue, you JQL is fine.

You could raise a request at Atlassian, to see if there is information in the backend DB on this (as they can see this), or in logging accessed by Atlassian Support


Tags: cloud

jira-service-management

jira-service-management-cloud
Reset SLA time on the same issue
Asked by Gabriel Mercer:

I would like to know if there is a way to reset the SLA time without resolving the card. I tried to include extra conditions to start the count, however once it started I couldn't get it to reset.


Answers:
author: Marc - Devoteam
body: Hi [@Gabriel Mercer](/t5/user/viewprofilepage/user-id/5014761)

There is an open feature request for this: [JSDCLOUD-194](https://jira.atlassian.com/browse/JSDCLOUD-194)

There is also an article on the community on how to achieve this via automation, see the article [here](https://community.atlassian.com/t5/Jira-Software-articles/Resetting-an-SLA-through-automation/ba-p/1777302)

Or you can look at this [article](https://community.atlassian.com/t5/App-Central/The-easiest-way-to-Reset-SLA-in-Jira-Cloud/ba-p/2519076) from SaaSJet, where also a Time reset option is linked, with some adjustments by this app vendor, but in my opinion the most risky one.

The automation option I mentioned be fore is linked there as well, or off course the link to the SaaSJet app for SLA that can achieve this.


Tags: cloud

jira-service-management

jira-service-management-cloud

sla