youngmon/atlassian-qna huggingface dataset:
Setting Outbound Email Address for Service Desk
Asked by sean:

I was able to set the email address for the email channel for incoming service requests to an email on our domain and it works fine, but when we respond or send back notifications, they all come from an atlassian domain. I can;t seem to change this - it seems my perms wont let me - but if I had permissions to set up the inbound email address, shouldn't I be able to set the outbound as well?


Answers:
author: Dirk Ronsmans
body: Hey [@sean](/t5/user/viewprofilepage/user-id/3464754) ,

You can indeed use your own domain for outgoing project emails but you'll have to "trust" your domain first. This needs to be done by an organization admin.

<https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/>

This involves adding a few DNS records on your local name servers allowing Atlassian to be sure you are the owner of that domain.

Once done, then the domain correct email addresses can be configured for each project.

comments: author: sean
body: Thanks - that's what I was reading. I have to make sure I have the right perms to do it - I was looking for the email settings in admin.atlassian but what I see is a list of all users and I don't see email settings in the left column. Maybe I'm not an Organization admin?


author: sean
body: I checked and indeed I only have Site Admin perms and not Org Admin perms. So I'll need to get that handled first. Thanks for the response.


author: Joseph Chung Yin
body: [@sean](/t5/user/viewprofilepage/user-id/3464754)

Hi Sean:

Out of the box, you can customize your out-going email address by going to Project settings \>\> Notifications scheme and change the address. However, you cannot change the domain address portion (i.e. @xxxxx.atlassian.net)

<https://support.atlassian.com/jira-service-management-cloud/docs/send-notification-emails-from-your-own-domain-in-next-gen/>

Take a look at the following reference link on adding your custom domain address -

<https://support.atlassian.com/organization-administration/docs/add-custom-email-addresses-for-product-notifications/>

This can only be done by the Site/Systems Admins. However, what is your reasoning that you want to change the default atlassian domain?

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: sean
body: Then why would this say otherwise, unless I'm reading it wrong?

<https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-cloud-to-send-emails-on-behalf-of-your-domain/>


author: Joseph Chung Yin
body: In the referenced page - please read the following call out...

![2024-04-03_17-26-29.png](https://community.atlassian.com/t5/image/serverpage/image-id/316193iB204CE0509D85FFA/image-size/large?v=v2&px=999 "2024-04-03_17-26-29.png")

I don't believe there is any issue.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
? Using workflow status properties
Asked by Dario Alarc?n:

Hi community, I need help with a doubt.  
Is possible add a "**Status property** " in my workflow to modify an issue transition only for **admin user** ? for example, if the status is "Resolved" and I receive a request exception to reopen the issue, that is possible?  
Wich is the status property?  
I understand that firt I need to create a transition from "Resolved" to "In progress", is it necessary?

Thanks a lot. ??


Answers:
author: Joseph Chung Yin
body: [@Dario Alarc?n](/t5/user/viewprofilepage/user-id/5307057) -

To limit issue transition to only Jira admins, it has nothing to do with status property. It is done via each transition configuration. What you can do is to setup a "Condition" for the transition, so only users with the project role of Administrators can execute.

If a user who is not a project administrators role member, then he/she will not see the transition listed for the issue's WF process.

Hope this makes senses.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: John Funk
body: Agreed - a simple Condition should do the trick.


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA Is not calculated for tickets
Asked by Prem Kumar S:

I have setup the SLA for my Project in JSM as per the screenshot below. But the SLA is not getting calculated. What could be the issue?  

![Screenshot 2024-04-03 160225.png](/t5/image/serverpage/image-id/316159i106F084EA5B77BE9/image-size/large?v=v2&px=999 "Screenshot 2024-04-03 160225.png")

![Screenshot 2024-04-03 160328.png](/t5/image/serverpage/image-id/316160i92BC32351271F735/image-size/large?v=v2&px=999 "Screenshot 2024-04-03 160328.png")


Answers:
author: Dirk Ronsmans
body: [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973) ,

The column in your screenshot with the warning triangle is that where you have the SLA displayed? Normally when you add a new SLA the issues will recalculate and that can just take some time.

If they are displaying that warning triangle it just means they are still calculating. The SLA needs to go and check each issue to see if they are valid for the SLA/goals so depending on the project it can take a little while for it to appear.

Since you posted this 10h ago is this still an issue or did they appear?

If you open one of the issues what does the SLA panel say there?

comments: author: Prem Kumar S
body: Hi Dirk, I see the same status for more than a week. The number of tickets i have in this project are not even 1000 in total.

Below is the message shown,

*** ** * ** ***

**Could not load SLA.**

SLA may be indexing due to configuration updates. If this persists, check the SLA configuration.

*** ** * ** ***

Our SLAs are based on the field Severity and all values in the field are covered in the SLA definition.


author: Joseph Chung Yin
body: [@Prem Kumar S](/t5/user/viewprofilepage/user-id/3041973) -

Have you check to see if your issues associated with your specified JQL (goal setup) are in the riight WF statuses - because looking at your conditions setup that will be where the counting will start/pulsed/end?

Also what is the error massages associated with the warning symbol?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Prem Kumar S
body: [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) Below is the error

**Could not load SLA.**

SLA may be indexing due to configuration updates. If this persists, check the SLA configuration.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i get {{webResponse.status}}?
Asked by Guilherme-A Silva:

How can i get webResponse.status when in audit logs show

##### [Send web request](https://btgpactual.atlassian.net/jira/servicedesk/projects/RDT/settings/automate#/rule/12288445/429146414) {#toc-hId--1476157518}

Web request was sent, but timed out after 30 seconds on the remote host so the result is unknown (but most likely successful).


Answers:
author: Vijay Dadi
body: [@Guilherme-A Silva](/t5/user/viewprofilepage/user-id/4901364) ,

In your automation, log action as {{webResponse.Code}}.

If it prints value as 200, that means it is successfull.

Hope this helps !


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Service desk access token against each user
Asked by Alpha test:

Greetings,

I trust you're doing well. I'm currently seeking to integrate the JSM service desk API as a module for managing tickets on my Jira client within our website. However, we've encountered an issue regarding the access token. Here's the outlined workflow: Upon entering the integrated JSM module where the API is incorporated, users must first acquire an access token. I've explored OAuth, which necessitates client ID and secret ID for each user.  
Our aim is to retrieve the access token for a user dynamically if they exist within JSM, using their email as a reference. Although we've experimented with the cookie session method, it's deprecated. Is there a any method to dynamically obtain the access token for logged-in users?


Answers:
author: Dirk Ronsmans
body: [@Alpha test](/t5/user/viewprofilepage/user-id/5468579) ,

I wonder if you are maybe trying to over complicate things a bit?

What would stop you from using a "service account" that has access to all tickets and filtering them based on the reporter/participant email when showing the tickets?

If you don't want to embed that in to the website calls then you could always use an intermediate database or webservice where you store/refresh the data when a user calls them.

comments: author: Alpha test
body: **Thank you,** [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602),

I'm facing several issues with filtration:

- When retrieving all tickets, some tickets lack the email property, which I observed email property only in my own tickets.  

- By Utilizing the OAuth method requires the admin to grant access by logging into the Jira account. However, I am working for future an unknown domains.  

- Filtering from all tickets is time-consuming, especially when dealing with a large number of tickets.

I am seeking alternative methods to obtain the access token via email or any other viable approach. Your guidance on this matter would be greatly appreciated.


Tags: cloud

jira-service-management

jira-service-management-cloud
Updating a Custom Field with the "Assignee" value
Asked by Ashly Monta?o:

Hey team!

I wanted to share a small technical situation I'm facing and I could use a bit of help ?. I've created a custom field called "Auxiliary Assignee" to record additional information about ticket responsibility.

Here's the deal: when a ticket is created and our automation system assigns a responsible party, I want that value from the "Assignee" field to be automatically copied to the "Auxiliary Assignee" field during a transition.

I've tried setting up a post-function to achieve this, but it seems like something isn't working correctly. Could someone lend me a hand with this? I really appreciate your help!

Thanks! ?

![error.png](https://community.atlassian.com/t5/image/serverpage/image-id/316144i304CD92278EFCF35/image-dimensions/486x226?v=v2 "error.png")


Answers:
author: John Funk
body: Hi Ashley,

What is not working with the post function? It looks like it is setup correctly. Does it fire and just not update the field?

And, of course, another option is to use an automation rule.


author: Joseph Chung Yin
body: [@Ashly Monta?o](/t5/user/viewprofilepage/user-id/4901168) -

Hi Ashly:

You need to ensure the following items -

1. For your custom field, is the data type a people picker? It is always better if the source field and the target field are the same data type.

2. Have you setup the custom field, so it is configured for your project in question (field context configuration setup)?

3) What is the error with your current setup when the issue is transitioned where the post function failed?

Your other option can be accomplished without customizing the WF (i.e add post function). You can setup automation rule (Automation for Jira component out of the box) where the edit action against the custom field to be populated with the issue assignee field value. This rule can be triggered by "Issue Transitioned" event in the automation rule. Once it is setup, when an issue is transitioned based on your criteria, then the custom field will be populated with the issue assignee value.

Here are a few reference links on Automation for Jira - It is a great tool to setup automations...

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>

Hope this helps and advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automating ticket summary using form data
Asked by Aristos Smirniotis:

I would like to create a rule where I can:  

1. Pull data from an attached form in a ticket

2. Change the summary of the ticket using that data.

For example, an onboarding form has the name of an employee, the date of their joining, and their country. I want to make the summary of the ticket automatically populate with that information so it looks like this:  

New Joiner - Name - Date of hire - Country  

Is this possible to do?

Thanks!


Answers:
author: Mark Segall
body: Hi [@Aristos Smirniotis](/t5/user/viewprofilepage/user-id/5468512) and welcome to the community!

Yes this is possible, but it requires a bit of overhead. You need to identify the field(s) that contain the data you're trying to pull. I've found the easiest way is to open the form in edit mode then use the inspect functionality of the browser to locate the field ID. You typically need to hover over the label of the field and then expand the corresponding \<div\> which would look something like this:

![2024-04-03_13-50-34.png](https://community.atlassian.com/t5/image/serverpage/image-id/316163i743E03D6BA2121AD/image-size/large?v=v2&px=999 "2024-04-03_13-50-34.png")

Once you have the id, you'll need to use this smart value to extract the data from it:

```
{{issue.properties."proforma.forms.i1".state.answers.##.text}}
```

## = the ID you captured above.

Note - This is for a text field. If you're looking to extract other types of fields, you'll want to adjust accordingly (choices) and then you'll have additional work because those are captured as a corresponding ID of their own that has to be manually mapped back to the value.

comments: author: Aristos Smirniotis
body: Hey! Thanks for your reply. This is definitely a step in the right direction for me.


author: Aristos Smirniotis
body: Just wanted to update you on this.  

I made a rule using your information and it worked! I was able to pool a name from an attached form and update the ticket summary!  

Now if I wanted to pool a date (m/d/yr) does the same principle apply? Or like you said earlier, I need to do some additional work?   

Thanks so much!


author: Mark Segall
body: To get date and time you would do this:

```
{{issue.properties."proforma.forms.i1".state.answers.##.date}} {{issue.properties."proforma.forms.i1".state.answers.##.time}}
```


author: Aristos Smirniotis
body: My friend, you are the best.

I have accomplished what I set out to do thanks to your help!


Tags: cloud

jira-service-management

jira-service-management-cloud
Customize the columns in portal requests list
Asked by giorgio rastrelli:

Hi,

how I do to customize the columns in portal request list ?

and then, why in the column "status" of portal requests list appears the status of ticket and of request? I need filter the request only for ticketes status

<br />

Thanks in advance


Answers:
author: Jack Brickey
body: Hi [@giorgio rastrelli](/t5/user/viewprofilepage/user-id/2489928) ,

Assuming you have the necessary permissions then when you are in the portal, you can click on the request lozenge in the upper right and select *created by me* . Once in that page, you will see ellipses In the upper right if you click on those ellipses you will be able to manage the columns.

I do not understand the second question you have.


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@giorgio rastrelli](/t5/user/viewprofilepage/user-id/2489928) ,

If you are looking for a way to add more columns to the request list and also enhance the filters, you can check our app [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview) You can use it to show your customers on the portal a table report with many details about their tickets from Jira: custom fields, labels, SLAs, etc. They can see, search, filter and export all their Jira Service Management tickets with a very simple UI.

If it sounds helpful you can try it free for 30 days.

Cheers,

Elitsa

comments: author: giorgio rastrelli
body: Hi Elisa,

I requested the app but i don't understand how install its in my project. Can you help me ?

Thanks in advance


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@giorgio rastrelli](/t5/user/viewprofilepage/user-id/2489928) ,

Please open a request in our support portal and we will help you with the configuration <https://tools4teams.atlassian.net/servicedesk/customer/portal/1/group/1>

Best regards,

Elitsa


author: giorgio rastrelli
body: done


author: giorgio rastrelli
body: Hi Jack, I know but, for example, I want to add the column of person who work the request., but this column does not apperar in the list

in order to second question, the list use the column "status" as filter. In the list of values appear the ticket status (correct) and the request status (open and close)

Thanks in advance

Giorgio


Tags: cloud

jira-service-management

jira-service-management-cloud
Need to find the Request ID when exporting issues in JSM
Asked by Santhosh Raj:

How to find the Request ID or how to export it when an issue is exported.  

I tried exporting the issues using the request type name, but its shows some error

![Screenshot 2024-03-20 195440.png](https://community.atlassian.com/t5/image/serverpage/image-id/316084iF98E8A38BC674606/image-size/large?v=v2&px=999 "Screenshot 2024-03-20 195440.png")

Right now I'm using bulk exchange.  
But we have like multiple request type and don't feel its the right way too.  
Following this Request "[Export request type issue](https://jira.atlassian.com/browse/JSDCLOUD-4520)

Exporting the old issues for finding the request type id as per the attached ticket. but this too shows only the request type name.

<br />

Please give us step by step information for finding the request type ID.


Answers:
author: Jack Brickey
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) , if you simply export all fields you will get the request ID. But I wonder if terminology is getting in the way here. In any event try a small sample and export all fields not just what is displayed.   
![IMG_5216.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/316108iCF47C68CA6E5BDEB/image-size/large?v=v2&px=999 "IMG_5216.jpeg")

comments: author: Santhosh Raj
body: Yes I tried the same thing.  
But not getting this information![Screen Shot 2016-11-21 at 12.08.55 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/316337i27D2B433B9413438/image-size/large?v=v2&px=999 "Screen Shot 2016-11-21 at 12.08.55 PM.png")

For Every Request Type it should have some ID right ?  
But when I was exporting it is showing the name of the request type name and not like the attached request.

This is what my output was

![Export.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/316338iD9737E50DBADE967/image-size/large?v=v2&px=999 "Export.PNG")

Let me know if there is any information [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)


author: Santhosh Raj
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)   

I'm not able to find the solution for the above problem, How can we export and match the request type while exporting issues


Tags: cloud

jira-service-management

jira-service-management-cloud
getting error message when running filter
Asked by George Lacherza:

message "We couldn't load your search criteria. Refresh the page to try again."

Page loads with data... buy displays message? Refresh and message reappears

Not sure if getting correct data and cannot view because basic and jql are not displayed?


Answers:
author: Brant Schroeder
body: [@George Lacherza](/t5/user/viewprofilepage/user-id/5468363) Welcome to the Atlassian community

I would suggest clearing your browsers cache. Have you done that yet? does the error happen in all browsers?


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Behaviour with muilti value Asset custom field
Asked by Julia Gracia:

Hi, I'm writing a script for a behavior in the creation of a ticket. This script reads the attributes of an Assets object and writes them to custom fields of the creation screan of the ticket, one of these attributes have a multiple asset object type. I don't know how to make setFromValue() fuction to writes several asset objects. Thanks in advance


Answers:
author: Peter-Dave Sheehan
body: setFormValue() for asset fields takes an array of asset keys.

```
def objectList = {/* some code that gets the list of assest objects*/}
formFIeld.setFormValue(objectList*.objectKey)
```

If that doesn't work, share a bit of your code, I can see if I can help.


Tags: assets

behaviours

groovy

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

script
Not receiving verification emails
Asked by trilogygroup:

Hi,

I am trying to set up a colleague and his confirmation email is not getting through (even though it's on the same domain as mine, which are working). I've checked the server logs and there has been no attempt to send the email. I set him up an alias for his account and that didn't work, either.

How can I resolve this? Thanks.


Answers:
author: Ben
body: G'day!

Does the user already have a Bitbucket Cloud account? If not, they will need to sign up for one first as there is currently a bug causing an error sending invitation emails:

* <https://jira.atlassian.com/browse/BCLOUD-22581>

Cheers!

- Ben (Bitbucket Cloud Support)

comments: author: trilogygroup
body: Hi there,

Thanks for the reply.

No, they don't - because we're not receiving the validation email, so they can't be signed up.

As a test, I started the password reset process for my account - with an email address on the same domain - and I received the password reset email straight away. I added the Atlassian domains to the whitelist, just to be sure, but I checked the logs and there was no attempt to send emails to that account.

Is there anything else I can do? I don't really want to have to set them up on a different email system. Cheers.


author: Ben
body: Hi again,

Users can sign up any time for a Bitbucket Cloud account without needing a validation email by accessing <https://bitbucket.org> and clicking the **"Get It Free"** button in the top right-hand corner of the screen.

Once they have completed the signup process and they have a Bitbucket Cloud account - you will be able to invite them without any issues. Unfortunately, the main symptom of the bug is that users who don't already have a Bitbucket Cloud account cannot be invited to workspaces as the email never sends to them.

The above bug is expected to be fixed by our developers next week.

Cheers!

- Ben (Bitbucket Cloud Support)


author: trilogygroup
body: Correct me if I'm wrong, but the sign up process involves receiving an email with a link that has to be clicked..?

So I click "get it free", then "next", then enter the email address - then we're supposed to get an email..?

We're not getting that email, so the sign-up process can't be completed.

Unless there's some way around that?

Thanks.


author: Ben
body: Hi,

Yes - this is correct. Apologies for my misunderstanding - if there is no emails being received at all (not even a signup verification email) this has to be investigated in our backend.

I've just raised a support ticket on your behalf, please check your email and we will communicate further there.

Cheers!

- Ben (Bitbucket Cloud Support)


Tags: bitbucket-cloud

cloud