youngmon/atlassian-qna huggingface dataset:
Closed Tickets in "all open Tickets" are shown as open.
Asked by Waseem Haddad:

After closing the ticket to status " Closed " the tickets are still shown as open in the section " All open tickets" (see picture)

Can someone here help me ?

best regards

waseem

![1.png](/t5/image/serverpage/image-id/308001i65873AC4F2541F08/image-size/large?v=v2&px=999 "1.png")


Answers:
author: John Funk
body: Hi Waseem,

The All Open Tickets is probably based on the Resolution field (filter says unresolved). You need to make sure you are setting the Resolution field with a post function on the transition to Closed. (Assuming you are using a Company-managed project).

comments: author: Waseem Haddad
body: Hi John,

the main Problem is:

When the status of a ticket is changed to closed, the ticket automatically disappears ( status **in progress -\> closed** ).

All tickets that go from status **resolved to closed** will stay here in the list and that is what I can not understand.


author: Waseem Haddad
body: Hello John,

I have tested more things and Tickets :

When the status of a ticket is changed to closed or resolved, the ticket automatically disappears ( status **in progress -\> closed** **\|\|** **status in Progress -\> closed** ).

All tickets that go from status **Waiting -\>****resolved or closed** will stay here in the list.

So the problem is with the status Waiting ( Wartend ).


author: John Funk
body: So you need to check the workflow for the transition from Waiting \> Closed and add a post function to set the Resolution field value.


author: Waseem Haddad
body: This is my current workflow and it seems allright, do you see anything wrogn with it ?![Screenshot 2024-02-22 083719.png](https://community.atlassian.com/t5/image/serverpage/image-id/308011iDC213A921910C0E7/image-size/large?v=v2&px=999 "Screenshot 2024-02-22 083719.png")


author: John Funk
body: You need to click on the transition from Wartend (Waiting?) to Closed. Then see if there is a post function that sets the Resolution field to Done or something like that. If not add one.


author: Waseem Haddad
body: I started editing it.

Thank you so much for the time and effort. I wish you a nice day ahead.


author: John Funk
body: You are welcome - and a nice day to you, also. :-)


Tags: cloud

jira-service-management

jira-service-management-cloud
how to block due dates from being selected in sub-tasks
Asked by apostiglione:

Is there a way to block certain "Due Dates" from being selected in Sub-tasks? I constantly have to (manually) remind people that we are booked up on certain days or are limited to the number of tickets we can complete due to the vacation of employees and it is such a nuisance. Looking at other ways to build our workflow because of it...any suggestions?


Answers:
author: Joseph Chung Yin
body: [@apostiglione](/t5/user/viewprofilepage/user-id/5435578) -

Welcome to the community. For your JSM projects permission scheme, are you allowing customers to set Due Date field? In our env, we block that permission from them, but we exposed a custom date field (Expected Due Date) for the customers to enter when he/she creates the request. In the request form, we don't expose the actual "Due Date" field.

Afterward, project admin/agents can fill out the actual Due Date field as they will be able to determine when the request can be fit into the schedule after they review the what customers keyed-in to the "Expected Due Date" and work with the customers on the request.

Hope this gives you a idea to consider.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: apostiglione
body: Thanks, Joseph. I am specifically referring to Sub-Tasks within a Support Request ticket, not the actual client-facing ticket.

Our team (agents) receives the support request ticket and then assigns sub-tasks within the "parent" ticket to other team members. When they create the sub-tasks, I need a way to prevent them from selecting specific due dates (due to employee vacation, booked out for the day etc.) - does that help clarify my need?


author: Joseph Chung Yin
body: [@apostiglione](/t5/user/viewprofilepage/user-id/5435578) -

Hi there:

Thanks for your update, unfortunately when your agents creates Subtasks from the project UI and has the ability to set Due Date field that there are no way that I know of out of the box to limit the specific due dates from being entered.

There is no functionality out of the box. You should contact Atlassian Support (<https://support.atlassian.com>) for possible recommendation or search for possible third party add-ons in Atlassian Marketplace that provide you with the functionality.

Sorry. Hope this helps. If it helps, please click on Accept answer when you have a chance.

Best, Joseph


Tags: cloud

due-date

jira-service-management

jira-service-management-cloud

sub-task
Customer Comments/Replies getting deleted and not attached to Jira issue
Asked by Kimberly Linn:

My company is new to Jira and we've run across an issue with Customer comments or replies not getting added to the open Jira issue. Messages are being deleted and the comment or reply never attaches to the issue like it should be. Has anyone else seen this before and or can you provide a fix for how to get these comments/replies to attach to the issue and not get deleted?


Answers:
author: Joseph Chung Yin
body: [@Kimberly Linn](/t5/user/viewprofilepage/user-id/5412860)

Welcome to the community. I am assuming that you are referring when customers reply/comment against his/her issues via emails. If so, please take a look at the following KBs

* <https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/>
* <https://confluence.atlassian.com/jirakb/set-up-jsm-mail-handler-to-only-allow-comment-on-existing-issues-but-prevent-creating-new-issues-from-emails-1115652434.html>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding Manager For Approvals Automatically
Asked by blair chaney:

I've seen this question posed a couple of times in 2022 and 2021 but starting a new one in hopes of this being a potential feature now.

Has anyone been able to figure out a way to auto-populate manager/approver info for users of JSM so when they go to submit a ticket that requires approval, this can pull directly from Entra to populate who the users default manager is?

Has anyone built something similar without pulling from another source but maybe some form of decision tree based on a populated field? i.e. We build a custom field with all manager names. This then gets used by some automation rule or some combination of rules?

Or is the only way we can do this and manage ITSM smoothly is with an Add-on?

Thanks!


Answers:
author: Mikael Sandberg
body: The way I do it is to use tray.io and automation to get the manager and add it to a request. Tray will get the user's profile from Okta and then return that to an automation that populates the manager field on the request. This could be done directly in an automation too by doing a web request directly to Okta, and you should be able to do the same thing with a request to Entra.


author: Hakan Bahadir _Pio_
body: Hello,

You may find a step by step guide explaining how to set the manager as approver in the following documentation in case you would like to use the premium plan of JSM and leverage the Assets feature which is a powerful database that you can build according to your need.

<https://piosoftware.atlassian.net/wiki/spaces/WS/pages/22872086/Finding+managers+of+users+and+setting+them+as+approvers+automatically>

We prepared the document for our customers using our marketplace application [Azure AD (Microsoft Entra ID) Importer for JSM Assets](https://marketplace.atlassian.com/apps/1230198/azure-ad-microsoft-entra-id-importer-for-jsm-assets?hosting=cloud&tab=overview).

It includes 2 different options you could follow. You will notice different automation components being used in the document. In example: Issue fields condition, Lookup objects, Send web request, Advanced compare condition, and Edit issue. There are also AQL and Smartvalue examples. We hope that they will help you to build yours quickly.

Cheers

Hakan Bahadir

Pio


Tags: cloud

jira-service-management

jira-service-management-cloud
Limit issue assignment to team members only
Asked by Scott Wiltshire:

Our issue list in Bitbucket is public as we want non team members and customers to be able to create bug reports and feature requests. However it's extremely annoying that there seems to be no way to limit the member search when assigning issues to team members only. I have searched everywhere for this and can't find it. It would seem mind boggling to me if such a simple and essential feature wasn't available.

For that matter a \\'@Mention should also be able to be limited to the issue reporter and team members but this also doesn't seem possible.

Please tell me I'm wrong and there is a simple way to do this.


Answers:
author: Theodora Boudale
body: Hi Scott,

A user with no access to the repo cannot be set as an assignee for an issue. They show up in the user dropdown when you try to select an assignee, but attempting to update an issue with an assignee that does not have repo access will fail with the error "User is not a collaborator on this repository".

I created a bug report about this in our issue tracker:

* <https://jira.atlassian.com/browse/BCLOUD-20087>

You can add yourself as a watcher (by selecting the **Start watching this issue** link in the bug report) if you'd like to get notified via email on updates. You can also select the **This affects my team** link to indicate you are affected by this issue.

Our development team tracks bugs in that issue tracker and will post an update on that issue when this is fixed. Please note though that we don't provide ETAs and bug fixing is implemented as per our policy [here](https://confluence.atlassian.com/support/atlassian-cloud-bug-fix-policy-206865884.html).

We have a feature request to limit mentions in issues to team members only:

* <https://jira.atlassian.com/browse/BCLOUD-12609>

The request has been closed as it is unlikely to be worked on in the near future. However, I would suggest adding a comment with your feedback, as our product managers continue to monitor even closed requests.

Kind regards,  
Theodora

comments: author: Scott Wiltshire
body: Thanks for the response Theodora. This is disapointing that the bug exists for so long with no priority to fix as it really makes Bitbucket issue lists practically unusable as the username search is more or less unusable. It seems Atlassian has a very transparent strategy of "move to Jira" for defects in other products.


Tags: bitbucket-cloud

cloud

issue-navigator
Best practive for repository size
Asked by Jesse James Ander:

Hi ,

I am new with bitbucket, and I recently got an error **remote: Repository is over the size limit (4GB) and will not accept further additions.**Is the 4gb per repo, so if there are multiple branches it means it will share the 4gb limit?

Is there any best practices to keep the file size within 4gb? or an alert that after our latest commit we are nearing cap size.

Thanks,

James


Answers:
author: Theodora Boudale
body: Hi James,

The Bitbucket Cloud account with the same email as your community account doesn't have access to any repos over the 4 GB limit. Does this issue concern a repository you access from a different account? Or did you push a git reset to the repo (that will trigger a full garbage collection)?

The 4 GB limit is for the whole repository, including all branches of the repo. When the repo's size is over 2GB, you'll see a warning in the **Repository details** panel to let you know you are over halfway to the 4 GB repository size limit. This panel is at the top right corner of the **Source** page of the repo (on Bitbucket Cloud website).

If you track any large files in the repo that you don't need to version, it's best to rewrite history and remove these files. In case you do need to version large files, we recommend using Git LFS. You can check the following reply of mine to a different post for more details on both options, and let me know if you have any questions:

* <https://community.atlassian.com/t5/Bitbucket-questions/Revert-bitbucket-repository-state-to-one-day-prior/qaq-p/1908360#M76762>

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Pipelines examples for Bitbucket server 7.17
Asked by Joshua Zimmerman:

hello all

i am looking for examples of pipeline projects for bitbucket server. things such as check out, checkins etc.

thanks in advance


Answers:
author: Christian Glockner
body: Hi Joshua,

Bitbucket Server does not support pipelines, that is a feature of Bitbucket Cloud only.  

Cheers,

<br />

Christian  
Premier Support Engineer  
Atlassian


Tags: bitbucket-server

server
Why Jira Issue page of my repository isn't loading?
Asked by Jo?o Victor de Souza:

After I deleted my Jira project that my repository was linked, the window page of 'Jira Issues' does not open anymore, it keeps in loading screen and that's it, no error message or anything.

Does anyone knows how to solve it?

Thanks!


Answers:
author: anesbane
body: Hello,

Did you resolve your issue or find a workaround ?

I have the same issue here.

Thanks


author: Theodora Boudale
body: Hi Jo?o and welcome to the community.

I have been able to reproduce this error and it seems to be a bug. I went ahead and created a bug report in our issue tracker:

* <https://jira.atlassian.com/browse/BCLOUD-22351>

You can select the link **This affects my team** in the bug report to indicate you are affected by the bug, and the link **Start watching this issue** if you'd like to receive email notifications on updates.

Our development team tracks bugs in that issue tracker and will post an update on that issue when it is fixed. Please note that we don't provide ETAs and bug fixing is implemented as per our policy [here](https://confluence.atlassian.com/support/atlassian-cloud-bug-fix-policy-206865884.html).

I haven't been able to find a way to work around this issue yet. However, if you make new commits to the repo and include in the commit message the Jira issue keys of a different project, these issue keys will become links to the respective Jira issues. You should be able to view those from the **Commits** page of the repo.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud

issue

jira

new-to-jira
Bitbucket How to: Monitoring Configuration Changes & Integrity verification Tools
Asked by Hector Concepcion:

Hi All,

Currently one of our business partners is requiring that we have in place a Monitoring Configuration Changes and Integrity Verification Tool for a couple of repositories we have hosted on bitbucket cloud.

Does Bitbucket cloud has these type of tool integrated that can be configured? If so were can it be found?

Or any external tool that can integrate to the repositories to be able accomplish these task?

I am fairly new to Bitbucket tools, any information would be helpful.

Thanks in advance.


Answers:
author: Theodora Boudale
body: Hi Hector and welcome to the community!

The tools you mentioned are server tools for monitoring changes in critical system files, directories, registry settings, etc in one's server. Bitbucket Cloud does not provide physical or virtual servers, it hosts Git repositories.

If you are not familiar with version control, Git, and Bitbucket, you can check the tutorials here for an introduction and some more advanced topics:

* <https://www.atlassian.com/git/tutorials>

For a more in-depth understanding of Git, you can also refer to the Git book here:

* <https://git-scm.com/book/en/v2>

What kind of configuration changes are you looking to monitor and what do you want to verify the integrity of?

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Setup BitBucket in Ubuntu
Asked by Muhannad Aljedani:

Hi,

I install Bitbucket datacenter successfully. By this documentation <https://confluence.atlassian.com/bitbucketserver/install-bitbucket-server-on-linux-from-an-archive-file-868977010.html>

But, I stopped in step 3 "file -- uncomment the `BITBUCKET_HOME` line and add the absolute path to your home directory" and I don't know what to do.

The set-bitbucket-home.sh file:

![Capture.PNG](/t5/image/serverpage/image-id/231557i8C4175D7CA047804/image-size/large?v=v2&px=999 "Capture.PNG")


Answers:
author: Aman Shrivastava
body: Hi Muhannad,  

Welcome to Atlassian community.

As i can see the from your question post, you are following the correct link to install bitbucket.  
During installation, it is required to setup the bitbucket home directory where all the bitbucket data is stored. Location to this directory in bitbucket is set by the variable BITBUCKET_HOME.   

As i see you have already set this variable in your screenshot and if you start bitbucket it will generate data in that directory.   
if you want you can set BITBUCKET_HOME to another empty directory provided directory should exist and user who is starting bitbucket application can read and write on that directory.   

Regards,  
Aman


Tags: bitbucket-server

server
Will the new Stages feature allow defining Stages as a yaml anchors?
Asked by Drew Heasman:

I'm trying out Stages and it would be useful to define a stage once in a pipeline.

From searching I can't find out if this has been considered, is anyone able to shed any light on this?


Answers:
author: Drew Heasman
body: This works already with a yaml anchor:  

```
definitions:
  steps:
    - step: &just-a-step
        name: Do the thing
        script:
          - echo 'Doing the thing'
  stages:
    - stage: &my-awesome-stage
        name: My awesome stage
        steps:
          - step: *just-a-step

pipelines:
  branches:
    master:
      - stage: *my-awesome-stage
```


author: Theodora Boudale
body: Hi Drew,

I went ahead and created a feature request for this in our issue tracker:

* <https://jira.atlassian.com/browse/BCLOUD-22360>

I would suggest adding your vote to the feature request (by selecting the **Vote for this issue** link) as the number of votes helps the development team and product managers better understand the demand for new features. You are more than welcome to leave any feedback, and you can also add yourself as a watcher (by selecting the **Start watching this issue** link) if you'd like to get notified via email on updates.

Implementation of new features is done as per our policy [here](https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html) and any updates will be posted in the feature request.

Kind regards,  
Theodora

comments: author: Drew Heasman
body: Hi Theodora,

I tried this out and it works, so the ticket is not required


Tags: bitbucket-cloud

cloud
Pipeline builds failed on my Android Repo
Asked by Aaron_???:

My android project is bigger and bigger.

I faced the OOM exception.

    > Task :myproj:minifyStageReleaseWithR8

    Exception in thread "Daemon client event forwarder" java.lang.OutOfMemoryError: Java heap space

    at java.base/java.util.concurrent.locks.AbstractQueuedSynchronizer$ConditionObject.addConditionWaiter(AbstractQueuedSynchronizer.java:1896)

    at java.base/java.util.concurrent.locks.AbstractQueuedSynchronizer$ConditionObject.awaitNanos(AbstractQueuedSynchronizer.java:2114)

    at java.base/java.util.concurrent.LinkedBlockingQueue.poll(LinkedBlockingQueue.java:458)

    at org.gradle.launcher.daemon.server.exec.DaemonConnectionBackedEventConsumer$ForwardEvents.getNextEvent(DaemonConnectionBackedEventConsumer.java:72)

    at org.gradle.launcher.daemon.server.exec.DaemonConnectionBackedEventConsumer$ForwardEvents.run(DaemonConnectionBackedEventConsumer.java:59)

    ERROR:R8: java.lang.OutOfMemoryError: Java heap space

    > Task :myproj:minifyStageReleaseWithR8 FAILED

So I increased the heap size:  

```
org.gradle.jvmargs=-Xmx4096m -XX:MaxPermSize=1024m -XX:+HeapDumpOnOutOfMemoryError -Dfile.encoding=UTF-8
```

But It failed with:

```
Container 'Build' exceeded memory limit.
```

My \`.yml\` file is:

```
image: androidsdk/android-30

?

pipelines:

  custom:

    QA:

      - parallel:

        - step:

          name: Build APK

          size: 2x

          script:

            - echo "$KEYSTORE_FILE_BASE64" | base64 -d > android-signing-keystore.jks

            - ./gradlew clean assembleStageRelease
```

in case of  
\* low heap size -\> OOM

\* large heap size -\> exceeded memory limit

What should I do?


Answers:
author: Theodora Boudale
body: Hi [@Aaron_???](/t5/user/viewprofilepage/user-id/4668414),

The maximum memory that can be configured for a Pipelines build in our own infrastructure is 8GB with the **size: 2x** option. We have a feature request for the ability to increase that limit:

* <https://jira.atlassian.com/browse/BCLOUD-17260>

You can add your vote and comment there if you're interested in this feature.

If the build cannot be configured to use less than 8GB of memory, you can look into using Runners in one of your servers and run this step on a runner:

* <https://support.atlassian.com/bitbucket-cloud/docs/runners/>

Runners allow you to run builds in Pipelines on your own infrastructure, and you won't be charged for the build minutes used by your self-hosted runners. With a runner, it is possible to configure up to 32GB (8x) of memory to run your builds,

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Access not given while integrating cypress dashboard with bitbucket
Asked by Bikesh Shrestha:

I tried integrating cypress dashboard with bitbucket and when i click the button below [enter image description here](https://i.stack.imgur.com/Q7aOD.png)

It redirects me to this page instead of linking it up with the bitbucket even though i have right and correct access to the bitbucket. [enter image description here](https://i.stack.imgur.com/PyUWm.png)

Just to be sure, I tried creating new project in cypress dashboard and integrate it with bitbucket as an owner of the repo but still I face the same issue.

PS: I was trying to implement parallelization for end to end testing integrating cypress dashboard with bitbucket.

Can you guys please help me out. Been stuck to this for days now.


Answers:
author: Theodora Boudale
body: Hi [@Bikesh Shrestha](/t5/user/viewprofilepage/user-id/4386150),

I would suggest reaching out to the support team of Cypress to request assistance. Based on the error message, there seems to be an issue with the app configuration. This integration is not built by Atlassian though and we don't have any access to it, so we cannot provide much help. The team that built this integration is better equipped to help you.

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud