youngmon/atlassian-qna huggingface dataset:
How to get rid of the error box "This service project has configuration problems..."
Asked by Jeanne Schock:

This message will not go away. Jira is complaining about missing permissions and the project \*may\* not work as expected. But it does work exactly as expected, and the permissions are by design. This project has no customers and access is restricted as it is used only to interface with statuspage for public incidents.

In the past when I've had these errors pop up I was able to select Ignore. This one has no such option and will not go away.

Any suggestions for disabling the error or making jira happy without allowing customers to browse, create, or have anything to do with the project?

Errors:

The Service Project Customer - Portal Access security type must be assigned to: Browse Projects Create Issues

The Service Project Customer - Portal Access security type must be assigned to:


Answers:
author: Christopher Yen
body: Hi Jeanne,

Hopefully this article can help with troubleshooting what's making Jira unhappy,

<https://support.atlassian.com/jira-cloud-administration/docs/resolve-jira-service-management-permission-errors/>

Typically if we have a project we don't want customers to find we just make sure no groups are added under the people section of the project and as an added precaution

1. from the service desk portal landing page in the top right click your name

2. then click "Page Layout"

3. find the portal associated with the project you'd like to be hidden click the eye icon which will hide it from the home page  

<br />

![2024-07-09 17_20_40-servicetitan.atlassian.net_servicedesk_customer_settings_portal-reorder.png](https://community.atlassian.com/t5/image/serverpage/image-id/334480i73DDE9DBF5150A7D/image-size/large?v=v2&px=999 "2024-07-09 17_20_40-servicetitan.atlassian.net_servicedesk_customer_settings_portal-reorder.png")

comments: author: Jeanne Schock
body: Hi. I appreciate the response. And this sounds very backwards for Atlassian. Though not surprising.

Why have a permission that can be toggled off, when it is in fact required? Why allow me the option to disable the permission for customers to Browse and Create, and then complain that I'm not allowing them to Browse and Create? And force me to see an error message that will not go away, when the project is working exactly as I want it to because I was allowed to configure it that way?

This is just another example of Atlassian not understanding the many different ways in which its products are being used.


Tags: cloud

jira-service-management

jira-service-management-cloud
Way to Break Up Cloud Backup Zip File?
Asked by Jack Lincoln:

I am trying to create/download a backup of my Jira Cloud environment for an integration and was wondering if there is a way to limit what is getting backed up/compressed into that zip file?

The issue I am running into is backing up my entire cloud environment makes the zip file too large for the integration.


Answers:
author: Daria Kulikova
body: Hello, [@Jack Lincoln](/t5/user/viewprofilepage/user-id/5266532) , As far as I understood you want to pick up what data to include into your backup, right?

According to [Export data from Jira Cloud](https://support.atlassian.com/jira-cloud-administration/docs/export-issues/) documentation you can export at any time the following data:

*
  > Jira issues and field content (including system and custom fields)
*
  > Board and Sprint Data
*
  > Users and user group settings
*
  > Comments
*
  > Media files including media attachments, avatars, and logos (if selected)
*
  > Project configuration data (including workflows, global permissions, schemes, screens, custom field configuration, issue types, and board configuration)
*
  > Advanced Roadmaps

<br />

If you need to include attachments, avatars, and logos, you can perform exports every 48 hours.


author: Vish Reddy _Revyz_
body: Hi [@Jack Lincoln](/t5/user/viewprofilepage/user-id/5266532)

You have two options in the UI:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/334837i0C5B0FBF4D581C61/image-size/large?v=v2&px=999 "image.png")

1. Backup file **with** Attachments
2. Backup file **without** Attachments

Have you tried the option of running the backup without including the Attachments?

Or am I mistaken with what you are trying to achieve?

Thanks

Vish


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM - Updating Asset Object Field Attribute
Asked by Reece Smith:

**Background:**

I'm trying to do a very simple POC whereby a user goes to the service desk, requests access to the GitLab SaaS application, the ticket has some automation behind it that first checks if we have licenses and then if it does, does license count = license count -1. So in theory that license is then allocated to that user.

**My setup**

I've created a new Asset object Schema called 'SaaS'

Inside the Schema Tree I've created 'SaaS Application'

I've then created a new Asset Object called 'GitLab'

I've added a new attribute to this Schema called 'License Count' (integer)

I've set the GitLab object to have 100 under License Count.

**Automation so far:**

* When: Issue Created
* If: Request Type equals SaaS Gitlab Access
* Then: Lookup Objects (Schema: SaaS) (Query: key = SAAS-4)
* IF: Matches
  * {{lookupObjects.License Count}} greater than 0
* Then: Add comment to issue
  * Comment: 'Licenses Available, allocating'
* And Then: Edit Object
  * Choose attributes to set: License Count
  * License Count: {{lookupObjects.License Count.minus(1)}}

It all works until the edit object part, for the life of me I cannot get the asset object to change value.

I see this error on the edit object:

'One of the following needs to be produced earlier in the rule by the trigger or with a 'for each' branch for this component to work: CMDB object'

Anyone tried this? Or have any suggestions, I was hoping this would be simple!


Answers:
author: Jeroen Poismans
body: Hi and welcome to the Community!

Is something I came across also several time. The key here is to go in a branch (AQL), fetch the object, then in the branch do the edit:

![Screenshot 2024-07-09 at 18.09.55.png](https://community.atlassian.com/t5/image/serverpage/image-id/334387iDFA1D6274082B1CE/image-dimensions/372x189?v=v2 "Screenshot 2024-07-09 at 18.09.55.png")

In your case i think it could be:

```
key = SAAS-4
```

This would only return 1 object which in the **Then** you will be able to edit.

Jeroen

comments: author: Reece Smith
body: Amazing thank you! One thing to note for other people reading this, is that to use AQL Branch you need to have the automation under Global Automation


Tags: cloud

jira-service-management

jira-service-management-cloud
Customers in JSM showing 0 for Open Tickets and Closed Tickets
Asked by Christian Jordan:

Hey folks, this morning we noticed that all of our customers entered into JSM have 0s next to their Open Tickets and Closed Tickets (when viewing the Customers areas under Project Settings).

All tickets are showing properly and even have names of people as reporters--with no issue.

![Missing Customer Ticket Counts.png](https://community.atlassian.com/t5/image/serverpage/image-id/334388i404FB718AB366DFE/image-size/large?v=v2&px=999 "Missing Customer Ticket Counts.png")

This is perplexing. Anyone know a) how that might have happened, and b) how do I fix it?

Thanks!

-Chris


Answers:
author: Dan Breyen
body: Hi [@Christian Jordan](/t5/user/viewprofilepage/user-id/5056770) unfortunately I don't have "Customers" under 'Project Settings' in my instance, but I do have Customers under 'Directory' of my Project. I'm not experiencing the same behavior you have, so I don't think it's a system wide problem. If you use JQL for a particular customer, do the tickets show correctly there? Do other users have the same issue? Have you tried another browser? I'm wondering if it's a caching issue, either in your browser, or in your instance.

I would say if it continues to be an issue, or if they show up as expected with your JQL, it might be worth getting some input from [Atlassian Support](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/) for this issue.

comments: author: Christian Jordan
body: Thank you, Dan. I validated that it's presenting the same way in two different browsers.

We've made changes to our JSM issue types and request types recently but I haven't messed with customer details so I'm not sure why this would hit that way.

I appreciate the response.

Chris


author: Steve Perrone
body: I'm having the same exact issue. Anyone find a solution?


author: Christian Jordan
body: According to Atlassian, we've stumbled upon a bug. It has something to do with Request Type vs. Customer Request Type.


author: Christian Jordan
body: It has been fixed. Our instances is showing values for ticket summaries in the customer area again.


Tags: cloud

jira-service-management

jira-service-management-cloud
Need help to create a Microsoft request ptaorl
Asked by G Ashok:

Hi All

I'd like to request new features in our Jira Service Desk. Specifically, can we develop a Microsoft request ptaorl in our Jira service desk? This will allow users to submit tickets related to any issues and requests they have with Microsoft applications, such as Outlook, Teams, PowerBI, and more. This should also include requests for licenses, distribution lists, shared mailboxes, etc.


Answers:
author: Christopher Yen
body: Would a portal group of Microsoft request types/forms be close to what you're looking for?

<br />

<https://support.atlassian.com/jira-service-management-cloud/docs/organize-request-types-into-portal-groups/>

Portal groups helps us group together forms for easier customer navigation ![2024-07-09 17_12_20-Service Desk - Jira Service Management.png](https://community.atlassian.com/t5/image/serverpage/image-id/334479iEBD250F62678FDD7/image-size/large?v=v2&px=999 "2024-07-09 17_12_20-Service Desk - Jira Service Management.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Project Team cannot @ in a ticket to other members within Jira
Asked by Vishal Patel:

User not able to @ (User) in ticket comments to add a reference note to someone within the ticket.

Need for them to be able to @ any user within Jira


Answers:
author: Kris Dewachter
body: Hi [@Vishal Patel](/t5/user/viewprofilepage/user-id/5539820) ,

Welcome to the Community.

Can you check if the user that tries to mention somebody, has the "**Browse users and groups** " permission in the **Global Permissions**.

Best regards,

Kris

comments: author: Vishal Patel
body: where is that setting?


author: Kris Dewachter
body: Have a look at this documentation - <https://support.atlassian.com/jira-cloud-administration/docs/manage-global-permissions/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Team Operation - balance load with parallel on-call responder
Asked by Rudy Rohde:

Situation: there is a defined team, let's say for 1st level support. For the team I have an on-call schedule, having always exactly ONE agent on call at a time. Example:

![on-call.png](https://community.atlassian.com/t5/image/serverpage/image-id/334331i8FFEE30F6766DBB5/image-size/large?v=v2&px=999 "on-call.png")

This allows me to assign all incoming tickets via automation rule to the "on-call responder" in this team. This works like a charm.

![automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/334332iECD8062D02B38793/image-dimensions/364x258?v=v2 "automation.png")

Problem: How to handle larger teams, having i.e. 3 agents at the same time on-call? Is there a mechanism to automatically assign the tickets in a balanced way among the 3 agents? What is here your best practice or experience in this scenario?

Appreciated if you can share your thoughts on this or how you would approach this. Maybe instead of assigning the ticket directly just working with alerts to the team of on-call responders?

Feel free to ask of things are unclear.

Thanks in advance

Rudy


Answers:
author: Dan Breyen
body: Hi Rudy, there is an Automation template to schedule to a group or list of names based on a group. There's an option for a 'Balanced' workload, or a Round-Robin method. With a little manipulation, I think this would probably work in your situation. It's in the "Information Technology" section. I think it's the first one.

Hope that helps.

comments: author: Rudy Rohde
body: Hello Dan, thanks for your reply.

I saw that "User in a defined list" thing....but it requires a fixed list of users which contradicts the idea of having the responders being dynamically determined by the teams schedule.

As far as I saw, the user list can only be composed by "actual users" und not by a "team" :(

![Balanced.png](https://community.atlassian.com/t5/image/serverpage/image-id/334503i98E108EB414F1E0E/image-dimensions/242x357?v=v2 "Balanced.png")

Any other idea?

Cheers

Rudy


Tags: cloud

jira-service-management

jira-service-management-cloud

on-call

operation

teams
asset reports from JSM, who can use it and see them?
Asked by Miriam.Fernandez:

Can only people who are admin view the new part of reports for assets?


Answers:
author: Kris Dewachter
body: [@Miriam.Fernandez](/t5/user/viewprofilepage/user-id/5477071) ,

It seems it's indeed only available to admins. I found this quote in the documentation:

*To protect your data, only Jira and site admins are able to use this new functionality. We know you may have confidential information stored in Assets, and for now, have restricted access to Asset reporting only to admins who have default access to all Assets schemas. Rest assured, making it safely available to non-admins is a top priority for our team to solve.*

Best regards,

Kris

comments: author: Miriam.Fernandez
body: Thank you very much to resolve my dubt. [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367) !


Tags: cloud

jira-service-management

jira-service-management-cloud
People in the Request Participants field are not updated via email when description field is updated
Asked by Bruno SGORLON:

Hi,

I've received feedback from few customers that if we update the description field, they don't receive any update when they are in the "Request Participants" field.

To be more accurate , when these people are set as "Request Participants"

If we update the description field, they don't receive any update.

If we update the cases status, they receive a notification about it.

Could anyone else see this behavior ? or had similar issue using the product ?

Many Thanks in advance.

Bruno


Answers:
author: Walter Buggenhout
body: Hi [@Bruno SGORLON](/t5/user/viewprofilepage/user-id/5539619) and welcome to the Community!

Request participants receive *customer notifications* from Jira Service Management. The number of events that may trigger such notifications are different from the internal notifications and are limited to:

![Screenshot 2024-07-09 at 15.25.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/334307iFE3473866F9BA729/image-size/large?v=v2&px=999 "Screenshot 2024-07-09 at 15.25.14.png")

When someone changes the description (or any other custom field), that would trigger the **issue updated** event in Jira (Service Management). As you can see, that event is not in the above list that would send notifications to customers.

The main events that customers do get notifications about, is about key status changes (request resolved / reopened / customer visible status changed) or comments. Which explains the behaviour you noticed.

If you want to work around this limitation and frequently modify descriptions and want to inform your customers about this, you could consider communicating these changes to customers by also adding the update as a comment. You could even automate that by automatically adding a comment to the issue if the description of an issue is changed.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
'Waiting for Customer' doesn't seem to work correctly
Asked by John Kalla:

When I respond to a customer, the ticket stays in 'Waiting for Support' status. I tried switching the status manually, but the screen wants me to choose a resolution before it changes the status. Something is obviously setup incorrectly, but I can't figure out what it is. Any suggestions?


Answers:
author: Raphael Lopes
body: Check that there is no validation in the transition you are making.

comments: author: John Kalla
body: Yup! That was the answer! Thanks, [@Raphael Lopes](/t5/user/viewprofilepage/user-id/5066136) !


author: Seon Shakespeare
body: Hi John,

It definitely sounds like something in your workflow configuration is preventing the status change without a resolution.

Here's where I'd start investigating:

1. **Workflow Transitions:** Go into your project settings and find the workflow associated with this issue type. Look specifically at the transition that's *supposed* to move issues from "Waiting for Support" to "Waiting for Customer" (or your desired status).

2. **Conditions and Validators:** Within that transition, there are likely "Conditions" and "Validators." These act like rules:

   * **Conditions:** Might say the transition is only allowed if certain fields have specific values.
   * **Validators:** Can enforce things like requiring a comment, resolution, or other fields to be filled in *before* the status changes.
3. **Resolution Field:** Double-check if the "Resolution" field is marked as *required* on the transition screen. If so, you'll either need to make it optional or remove it if it's not essential to your process.

Hope this gets you pointed in the right direction!

comments: author: John Kalla
body: Thanks, [@Seon Shakespeare](/t5/user/viewprofilepage/user-id/2079193)  
I had to edit the transition. Somebody else had set up our service desk, so it wasn't configured correctly. Your answer was helpful!


author: John Kalla
body: Solved! I had to edit the workflow for the transition.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
How to do Jira mail automation to one email for several projects?
Asked by DE- Operations Hub:

I want to receive incoming mails to only one email but I have several projects running. When automating mails to create issues automatically it can't be done. how to resolve it?


Answers:
author: Jack Brickey
body: Hi [@DE- Operations Hub](/t5/user/viewprofilepage/user-id/5539570) , in JSM requests by email are done with a dedicated email per project. You cannot use a single email across multiple projects.


Tags: cloud

jira-administration

jira-service-management

jira-service-management-cloud
Create a transition
Asked by ichrak_djebrit:

Hello Community,

i'm facing an issue while creating a new transition in a published workflow,

Note that it's from a (done) status to a (to do) status,

![retour.PNG](/t5/image/serverpage/image-id/334270i762101E5E6114003/image-dimensions/341x377?v=v2 "retour.PNG")


Answers:
author: John Funk
body: Hi Ichrak,

You will need to copy the workflow, then you can make changes to it while it is in Inactive mode. Once done, change out the new workflow for the "old" workflow in the workflow scheme to make it active.

comments: author: ichrak_djebrit
body: Hello [@John Funk](/t5/user/viewprofilepage/user-id/7148)

Thank you so much for your solution, it helped me a lot


author: John Funk
body: Great! Glad I could help.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software

transition
How can I add custom fields to Services screen
Asked by Sudip Roy:

Trying to setup a service catalogue within JIRA service management project. Assuming Create Service feature is the option to setup a service catalogue , but this screen only has limited set of fields ..Question how to add additional custom fields to the Create Service screen or is there a different module within JIRA to setup a service catalogue


Answers:
author: Mark Higgins
body: Hi Sudip,

Services, are something that your organisation does, if its a Business Service, or an Applicaiton, or an IT Service, such as Network Services, Printer Services. You can set up responders , stakeholders, Approvers to these 'Services'.

So, if a Printer goes down, and the Service selected is Printer Services, then you have set groups ofpeople up to be alerted, notified.

Service Catalog, is more 'what you do', as in, its a Service you provide, such as 'Reset password', Onboarding New People, Fix broken Hardware.

Hence, in JSM, these Service Catalog items, are 'Request Types'. SOme of those Request Types are Service Requests, some are Incidents, and some are Changes.

If you want to expand on the 'Services' that come out of the box, then, we use Assets and create schema's around Technical Services, Business Services, and then you are not restricted to the number of Attributes you have. These Technical Services, Business Services can be linked to the OOTB Services , and then using a few automation rules, you can get the result you are looking for.

Hope that helps

Mark


author: Jack Brickey
body: Hi [@Sudip Roy](/t5/user/viewprofilepage/user-id/5539425) ,how are you defining "service catalog". In the article below, I think, Atlassian is defining it as a set of JSM projects that cover the various needs of your company (HR, IT, Facilities, etc.) or external customers.

[what-is-a-service-catalog](https://www.atlassian.com/itsm/service-request-management/service-catalog#what-is-a-service-catalog)

comments: author: Sudip Roy
body: Hi Jack thanks for responding to my query. I was trying to find a simple way to create a service catalogue using Add Service option within a Jira Service Management Project. Only thing in the Add service option the fields are limited whereas for each of the services I want to capture more information hence need additional fields.


Tags: cloud

jira-service-management

jira-service-management-cloud
Google Detect Jira Notification as Spoofing
Asked by Dewa Fakha Shiva:

Hi guys!

Previously I created some ticketing system that working just fine.

I don't know why for this new ticketing system that I just created in Jira, the notification that sent out to the client receiving this notification.

![OCPhoto.742204117.578049.jpeg](/t5/image/serverpage/image-id/334239iB2E99E884FE18C41/image-size/large?v=v2&px=999 "OCPhoto.742204117.578049.jpeg")

I have read some articles that saying to add SPF records under our DNS domain.

But I'm not sure whether this solution of adding the SPF record will be resolving this issue and my boss doesn't want to wait for another email to proving whether the SPF solution will be resolving the issue or not.

Do you guys have any idea on how to resolving this issue? any comment would be so much help for me.

Thank you in advance!


Answers:
author: Anusha A
body: Hi Dewa,

Welcome to Atlassian Community support and Thanks for your question!

Some options that may help:

* Changing this setting under General configuration usually fixes this Spoofing mechanism -  
  <https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-application-options/>

<!-- -->

* Add Jira's sender email to your contact list or click on "Looks safe" to prevent the notifications from being flagged.
* Whitelist all the IPs from our [documentation](https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/).
* Check if it's possible to use the workaround mentioned [here](https://help.activecampaign.com/hc/en-us/articles/360001030459-Why-do-my-emails-have-a-Be-careful-with-this-message-warning-).

With that being said, we will require the .eml file of the email to validate the header file information further with our mail security teams if the issue persists following the modifications mentioned above. If this is the case, kindly inform me, and I will proceed to create a support ticket on your behalf to continue the investigation.

Best Regards,  
**Anusha A**


Tags: cloud

jira-service-management

jira-service-management-cloud