youngmon/atlassian-qna huggingface dataset:
How to Expand Embedded Jira Service Widget Window?
Asked by Don Parker:

Is there a way to expand the widget window larger? Its a bit small when reading support articles and trying to view images:

Are there any workarounds that would allow user to view content on a full screen?

![Widget Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/331515iA0577CA6D1773243/image-size/large?v=v2&px=999 "Widget Window.png")


Answers:
author: Bruna Silva
body: Hello [@Don Parker](/t5/user/viewprofilepage/user-id/4832837),

Thank you for reaching out to Atlassian Community!

When using Widget, currently, it's not possible to change its size.

However, we have a feature request suggesting this ability, as we can see below:

* [Open widget articles in the portal](https://jira.atlassian.com/browse/JSDCLOUD-7963)

Please, feel free to click on "*Vote for this issue*" and add yourself as a watcher to be kept informed about the state of the feature moving forward.

Regards,  
**Bruna**


Tags: cloud

jira-service-management

jira-service-management-cloud
Multiple Asset Lookups automation
Asked by Phillip Skeens:

I am pulling my hair out trying to figure this one out. When a request is submitted for certain request types, I need to create an automation that will add several managers to the approval field of the request.

The challenge I am having is that I need to get the Requestors manager, this one is easy this is a normal lookupObject from assets.

Then I need to get the managers manager, their manager, and their manager. I know that is confusing but here is a summary:

Requestors Manager, 1up, 2up, 3up so three levels of managers for approval workflow. Any thoughts on how I can do this?

Thank you


Answers:
author: Phillip Skeens
body: This is solved. I was able to figure this out after three days of digging, testing, and trials.

comments: author: Ari Raatikainen
body: Hi Phillip - how did you solve the case? Can you share ? as I am too struggling with similar kind of use and cannot figure out how to find related information from different schema / object.  

Regards,  
Ari


author: Phillip Skeens
body: No other ideas on this one? I know the community has answers, too many smart people here. :)


author: Benjamin
body: HI [@Phillip Skeens](/t5/user/viewprofilepage/user-id/5370574) ,

I haven't done multi-level workflows with assets. However, I have done it without and there's various ways to do this. The way I find it working best is to have the choice done by the user at that level where choose their reporting manager at that time. Sometimes teams may run into a situation where some is out on vacation, sudden change of reporting, or someone is out suddenly. Allowing the flexibility gives the team the ability to adapt to the situation.

For example, user have the opportunity to select the back up manager to approve.

Here's a similar post going through multi-level approvals on Jira:

<https://community.atlassian.com/t5/Jira-Service-Management/2nd-Level-Approval-Workflow/qaq-p/2401736>

Hope this helps.

comments: author: Phillip Skeens
body: Thanks [@Benjamin](/t5/user/viewprofilepage/user-id/3275402) . I checked out the link, but it's not really what is needed for this case. I need to add all of these manager levels at once so that "any" of them can approve the request. It is not a sequential approval workflow if that makes sense. I just need to look up all of the manager levels and add them all to the approvers field on creation.

Regards,


Tags: cloud

jira-automation

jira-service-management

jira-service-management-cloud
How can I have a ticket field checkbox show up on another board when I click 'yes' in that checkbox?
Asked by Youmna Alomari:

Hello,  

Is there a way to have this Platoon checkbox show the ticket on the Platoon board when 'yes' is clicked  

![Snag_405f99d5.png](https://community.atlassian.com/t5/image/serverpage/image-id/331506i895308FA3ECB8044/image-size/large?v=v2&px=999 "Snag_405f99d5.png")![Snag_40615187.png](https://community.atlassian.com/t5/image/serverpage/image-id/331508i918262A5ADA95321/image-size/large?v=v2&px=999 "Snag_40615187.png")


Answers:
author: Nathan Phillips
body: Hey [@Youmna Alomari](/t5/user/viewprofilepage/user-id/5434290),

I think that our Support Team could better assist you given our ability to troubleshoot further together, and the sensitivity of some of the information you need to share.

I directly created a Support Ticket on your behalf, and you will receive an email soon.

Our Support Team will reach out and further assist you directly. Thanks!

comments: author: Youmna Alomari
body: Thank you!


author: Nathan Phillips
body: Hello [@Youmna Alomari](/t5/user/viewprofilepage/user-id/5434290),

Thank you for reaching out on the Atlassian Community!

Can you confirm, are you using a Team Managed or Company Managed Project?

I believe you could accomplish your goal within a Company Managed Kanban Project by utilizing [board filters](https://support.atlassian.com/jira-software-cloud/docs/configure-filters/).

As an example, I created a new test Kanban Company Managed Project in my site.

* Navigate to the board, then the 3-dot action button, and select Configure board.
* Here, we can see the JQL which was automatically applied when this project was created, which this board is using to pull back issues:  
  ![SCR-20240627-moiy.png](https://community.atlassian.com/t5/image/serverpage/image-id/332236i68A08905C5DCCDE7/image-size/large?v=v2&px=999 "SCR-20240627-moiy.png")
* To resolve your issue, you could update your board, or create a new board which uses JQL that only returns issues where '**Platoon Team** ' equals '**Yes** '. I'd imagine the JQL would look something similar to:

  ```
  project = "ME&I Platoon Team" AND "Platoon Team" = "Yes"
  ```

comments: author: Youmna Alomari
body: Hi [@Nathan Phillips](/t5/user/viewprofilepage/user-id/5157651)

It is company managed project.

So my current JQL query looks like this, and it is not showing the tickets on this board when the checkbox is selected 'Yes.' Only when I assign the ticket to someone in the Platoon team does the ticket show up there.

![Snag_697fd445.png](https://community.atlassian.com/t5/image/serverpage/image-id/333116i4D7BCBD2DA49F3FF/image-size/large?v=v2&px=999 "Snag_697fd445.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Split time for Tempo based on Project
Asked by Linda Kerr:

Hi   

Scenario: Person A is on multiple projects. Person C and D are managers for those projects. Let's say Person C manages Project A and Person D manages Project B.

How can I set up Tempo so when Person A enters time for Project A only Person C can see that time and same for Person D. I don't want Person C to see the time entered against Project B and Visa Versa


Answers:
author: Rachel Wright
body: Hi [@Linda Kerr](/t5/user/viewprofilepage/user-id/5370692), can you leverage the "View All Worklogs" setting in the project's permission scheme?

Using your example, project A would use permission scheme A where person A and manager C have the "View All Worklogs" permission? And of course, project B would need it's own different permission scheme.

*Visit: Admin \> Issues \> Permission scheme*

Change "Any logged in user" in my example to person A and manager C.

![permissions.png](https://community.atlassian.com/t5/image/serverpage/image-id/332616iF8A20A4AB72FC057/image-size/large?v=v2&px=999 "permissions.png")

Hope this helps!

Rachel Wright  
Author, Jira Strategy Admin Workbook


Tags: cloud

jira-service-management

jira-service-management-cloud

tempo
Character limit increase in Slack
Asked by Marquis Harris:

Ever since we switched to JSM from Halp, we've noticed that JSM isn't integrated with Slack as well as Halp was. I'd like to know how to increase the character limit to display the full ticket in Slack. I believe the current limit is 255 characters.


Answers:
author: Anusha A
body: Hi Marquis Harris,

Welcome to the Atlassian Community support and Thanks for your question!

Are you referring to the Assist Bot and not the Jira Cloud for Slack connector? The 255-character limitation you mentioned originates from Jira and is the expected behavior for the summary field. Upon internal investigation, it appears that this limitation has been in effect for some time and is not a recent modification. This restriction applies specifically to the summary field, as it is treated as a unique title field in Jira. If additional text is required, you can utilize the description field. Are there any other fields aside from the summary that you are inquiring about? Please feel free to reach out if you require further assistance!

Regards,

Anusha A

comments: author: Marquis Harris
body: Hi Anusha,

I don't believe the issue is the character limit anymore. I believe it has to do with have a colon in the ticket. After the colon, the user has a short list of email addresses but they do not show in the ticket in Assist. The ticket detail continues on another line but stops again after another colon.


author: Anusha A
body: Hi Marquis,

As this needs further investigation, I have created a support ticket on your behalf and you should have received a notification about it by email.

Regards,

Anusha A


author: Jessie Whinfield
body: Hey team, did this get resolved through this support ticket? My team are having the same issue. Reference to a ticket would be great so I can put this in my support request.


author: Anusha A
body: Hi Jessie,

Please review the bug that has been filed regarding this matter-

* [JSDCLOUD-14410](https://jira.atlassian.com/browse/JSDCLOUD-14410)- Markdown not working on Multiline Text custom field when those fields are used in request types connected to JSM Chat via Slack.

Regards,

Anusha A


author: Benjamin
body: Welcome [@Marquis Harris](/t5/user/viewprofilepage/user-id/5528059) !

I don't think there's a limit. You can have full or truncated for the summary and description.

See similar post for details:

<https://community.atlassian.com/t5/Jira-questions/How-to-customize-display-of-jira-in-slack/qaq-p/1295961>

Hope this helps

comments: author: Marquis Harris
body: As I look more closely at the ticket, seems like the : is causing the issue with viewing what she submits after it. But continues on another line. ![Screenshot 2024-06-27 at 4.07.15?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/332267i60CB6D156B3D5016/image-size/large?v=v2&px=999 "Screenshot 2024-06-27 at 4.07.15?PM.png")


author: Marquis Harris
body: In the ticket view in JSM, she lists email addresses after the colon.


Tags: cloud

jira-service-management

jira-service-management-cloud
Moving a Story with its sub-tasks to another project
Asked by Bill Parlock:

I would like to move a Story with its sub-tasks to another project. I see the move option for the Story, but how would I move the sub-tasks along with it? Would I need to move the sub-tasks individually to the new project and assign them back to the Story individually?

We are using Jira Data Center version 9.4.14.


Answers:
author: Vicknesh Shanmugam
body: Hi Bill.

You may find answer your question in the documentation below:

* <https://confluence.atlassian.com/jirasoftwareserver0904/moving-an-issue-1188766432.html>

> * If your issue has sub-tasks, the Move issue wizard will also move the sub-tasks to the target project.
>
Regards,

Vicknesh \[ServiceRocket\]

comments: author: Bill Parlock
body: Thank you.


Tags: jira-service-management

jira-service-management-server

server
niveles de seguirdad
Asked by Lucas Silvera:

Buenos d?as, necesito si alguien me puede explicar como hago para agregar una organizaci?n a un nivel de seguridad. ?Para qu?? Bueno estoy creando un nivel de seguridad, para por ejemplo que una persona espec?fica solamente vea tickets de esa organizaci?n, especifica que quiero agregar al nivel de seguridad.  
B?sicamente, quiero restringir a una persona que solo vea issue de una organizaci?n en espec?fico.

![nivel de seguridad 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/331433i4A64F23F25B266A1/image-size/large?v=v2&px=999 "nivel de seguridad 1.png")![nivel de seguridad 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/331434i80A2C2AF0CB8A9DA/image-size/large?v=v2&px=999 "nivel de seguridad 2.png")![nivel 3.png](https://community.atlassian.com/t5/image/serverpage/image-id/331435iEDE1066DDFA607CD/image-size/large?v=v2&px=999 "nivel 3.png")


Answers:
author: Hugo Navia
body: Hola Lucas,

Podr?as utilizar alg?n tipo de automatizaci?n en el cual un campo adquiera el valor de la organizaci?n correspondiente. Luego, el nivel de seguridad lo basas en el valor de dicho campo y, finalmente, asignas un usuario a ?se nivel de seguridad.

El valor del campo puede ser ingresado de forma autom?tico o manual durante la creaci?n. Ah? ya deber?a ser en base a las necesidades.

Saludos,

Hugo.


Tags: cloud

issue-security

jira

jira-service-management

jira-service-management-cloud

security
Issues with Atlassian Assist Teams App
Asked by Tracy Evearitt:

Is anyone else having issues with the Assist app in Teams for Jira Service Management? We are working on instructions for our users as we go-live next month and the Tickets tab and View details buttons are no longer working... Does anyone else actually use this app and have any nuggets of wisdom on how to use it best?


Answers:
author: Tracy Evearitt
body: Ended up putting in a ticket and the Development team resolved whatever the issue was.

comments: author: Charlene Clark
body: Were you able to find a resolution to your problem? We are having the same issue


author: Tracy Evearitt
body: I would put in a ticket with Atlassian because they were able to resolve the issue for me. I am not sure what they did however.


Tags: assist

atlassian-assist

cloud

jira-service-management

jira-service-management-cloud

ms-teams
Changing the issue type on a custom created request type
Asked by Aziz:

Hi guys

I was working on creating a new service project and there was so much to do.   

So, I created some custom fields, and necessary issues types and grouped them into a schema to use later.

Then I started with "Request types" I want to create a certain number of request type for each issue type. Let us say, if we have an issue type of warehouse, then picking, packing, inventory management etc. will be inside it.

But because Jira doesn't allow creation of template request types which would include all the custom fields and their description, etc which are already inside. I decided to create a request type, named it template, and threw the fields that I needed.   

But I didn't pay attention much the issue type and created it as "administration", but I needed a warehouse issue type.   

Is it possible that I change those request types created with the wrong issue type instead of having to create them all one by one?  

In the image below, it shows it all has the right type of issue, because I manually changed them all, but perhaps there is a better way?  
![issue types.png](/t5/image/serverpage/image-id/331412iA7ADD88CD4107E60/image-size/large?v=v2&px=999 "issue types.png")  


Answers:
author: Duc Thang TRAN
body: Hello [@Aziz](/t5/user/viewprofilepage/user-id/5527644)

I suggest using "Bulk edit" and the "Move" function to change the issue type from "Administration" to "Warehouse."

After completing this action, you will need to modify the "Request Type" to match the specific request type (Packing, Picking, etc.).

comments: author: Aziz
body: I am going to accept this as an answer but I had to create "template request types" for each one of my issue types.


author: Duc Thang TRAN
body: Hello [@Aziz](/t5/user/viewprofilepage/user-id/5527644)

Based on your screenshot, your project already has 4 request types for **Warehouse** issue type . If you're looking to create more request types, please read the link below.

<https://support.atlassian.com/jira-service-management-cloud/docs/create-service-desk-request-types/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to add fields to screens
Asked by tobias:

I'm unable to add fields to any screens in any project. No idea what has happened.   
It's grayed out. I can remove fields, but not add them.   

I can add fields from field configuration by selecting a screen. But not from the screens configuration.

![Ska?rmavbild 2024-06-24 kl. 11.26.06.png](/t5/image/serverpage/image-id/331356i79DEBBA55960C359/image-size/large?v=v2&px=999 "Ska?rmavbild 2024-06-24 kl. 11.26.06.png")


Answers:
author: Nicolas Grossi
body: [@tobias](/t5/user/viewprofilepage/user-id/3798739) fields are not add on the screen properly, fields are add on configuration section and you have to select the screen (checkbox) where the field is going to be displayed.

HTH

Nicolas

comments: author: tobias
body: [@Nicolas Grossi](/t5/user/viewprofilepage/user-id/676185)   
Thanks, Nicolas. I can add the fields by going to the configuration section using the checkbox for each field and then selecting the different screens. But that is a way slower and more tedious process.   

I want to know why I can't add the fields by going to the screens, like I've done before.


Tags: data-center

jira-service-management

jira-service-management-data-center
Is there any way to get the list view in Jira Service Management - Dashboards?
Asked by Rathnayake_ Malshani:

We want to get the list view in a Dashboard. The list should include several columns. For an example, I want to get major incidents in past 7 days, in a list view, which contains columns such as, ticket number, assignee, assignment group, priority, created date, short description,


Answers:
author: Jovin
body: Hey [@Rathnayake_ Malshani](/t5/user/viewprofilepage/user-id/5405700)

For this you'll want to use the "Filter Results" gadget on your dashboard.

![filter results.png](https://community.atlassian.com/t5/image/serverpage/image-id/331359iB828462F9840BF4D/image-size/large?v=v2&px=999 "filter results.png")


author: Hannes Obweger - JXL for Jira
body: Hi [@Rathnayake_ Malshani](/t5/user/viewprofilepage/user-id/5405700)

welcome to the community!

Did the "Filter Results" gadget work for you?

If you're looking for a more advanced list view for Jira Service Management, 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=2734570).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including any JSM-specific fields - much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

This is how it looks in action:

![jsm-filtering-by-team.gif](https://community.atlassian.com/t5/image/serverpage/image-id/339456iF9BD11006C5789B2/image-size/large?v=v2&px=999 "jsm-filtering-by-team.gif")

As every sheet in JXL is powered by a JQL query or a saved filter, you can pull in any issues that you are interested in, from any number and type of projects.

I should add that JXL doesn't currently offer a dashboard gadget (but will do so soon!), however many of our users simply use a JXL sheet as a de-facto dashboard.

Any questions just let me know,

Best,

Hannes


author: Danut M _StonikByte_
body: Hi [@Rathnayake_ Malshani](/t5/user/viewprofilepage/user-id/5405700),

Jira's Filter Results gadget is the best option for what you're looking for.

Take also a look over this article on how to improve your JSM dashboards: <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

Danut.


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset - Atlassian Account ID - view for Technicians
Asked by Jacek:

Hello

I have configured assets and our JSM Service Desk technicians (which are in a group for the role: Object schema developers) are able to search and find the Notebooks for the issue reporter. But our technicians are not able to read the atlassian account id.

Is it possible to configure the read permissions for the technicians via a role or specific configuration or is it not possible?

thanks in advance

Regards

J

![SCR-20240624-kdbw.png](/t5/image/serverpage/image-id/331352i5F4F3AA495A779F6/image-size/large?v=v2&px=999 "SCR-20240624-kdbw.png")


Answers:
author: Kris Dewachter
body: Hi [@Jacek](/t5/user/viewprofilepage/user-id/5429719) ,

Can you check if the technicians have the permission to browse users ?

Global Permissions --\> **Browse users and groups**

Best regards,

Kris

comments: author: Jacek
body: Hi Kris,

thx for the input. It looks that there is no permission for my technicians group.

Will add it and try again.


author: Jacek
body: Just tested [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367)

That was it. Thank you very much once again for the fast answer!!!

Regards

Jacek


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
Unable to remove Priority Scheme from Service Management Project
Asked by Marie Fonk:

With the recent release of Priority schemes, we've done some cleaning up and I am trying to remove the final project from a priority scheme that needs to be deleted. When trying to remove it I get an error message "We couldn't update the scheme. Refresh the page and try again".

![image.png](/t5/image/serverpage/image-id/331328iCEE27E2D4C32CC63/image-size/large?v=v2&px=999 "image.png")

The project seems to be in multiple priority schemes which shouldn't be the case. Every time I try to make any changes to the priority scheme of this particular project, I get the same error above. This is the only project that it is happening with. It is a Service Management project.


Answers:
author: Melo
body: Hi [@Marie Fonk](/t5/user/viewprofilepage/user-id/5527326), welcome to the community.

I would try a different browser, disable plugins/extensions, or to clean up the cache just to make sure it's not something on your end, which it seems very unlikely.

Other than this I would suggest opening a support request with Atlassian, here is the link:

<https://support.atlassian.com/contact/#/>

I hope that helps.

Cheers,

Melo

comments: author: Melo
body: Also, as a quick tip, it's always a good idea to check <https://status.atlassian.com/> when you encounter error messages. It seems to be operational at the moment, so that doesn't seem to be the problem here.


Tags: cloud

jira-service-management

jira-service-management-cloud
Enable AI for group of users only
Asked by Yatish Madhav:

Hi

Is it possible to only allow AI for a certain group of users or only certain users?

Thank you

Yatish


Answers:
author: Yatish Madhav
body: Someone? Anyone?


author: Yatish Madhav
body: I wonder if anyone else has a need or benefit from something like this? How can i make this more visible to Atlassian agents, if possible?

Another use case i have for AI features to only certain user groups is to allow its use to technical vs non-technical users or users that are not/interested users, etc.

Please advise?

Thank you


author: Kris Dewachter
body: Hi [@Yatish Madhav](/t5/user/viewprofilepage/user-id/3279728) ,

No, I don't think it's possible to limit AI functionality to a specific list of users or usergroup.

Best regards,

Kris

comments: author: Yatish Madhav
body: :( - thanks for the response [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367)

I wonder if there is a need for this and possibly a JSCLOUD type of ticket to watch, upvote and comment on?


Tags: ai

atlassian-intelligence

cloud

jira-service-management

jira-service-management-cloud

user-group