youngmon/atlassian-qna huggingface dataset:
After restoring login to Bamboo, admin no longer sees full list of admin options.
Asked by alex fan:

Hi,

I followed the instructions below to recover Bamboo login.

<https://confluence.atlassian.com/bamkb/bamboo-lost-connection-to-the-external-user-directory-preventing-users-from-logging-in-678691207.html>

However, when I logged in to Bamboo and I clicked on the cog icon on the top right hand corner of the page, all I see is Linked Repositories under Bamboo Administration. Normally, I can see Overview, Agents, Global Variables, Linked repositories, User Management and Add-ons.

Has anyone come across this issue before?

Regards,

Alex


Answers:
author: Gabriel Ribeiro
body: Hi Alex,

It looks like the local user doesn't have "Admin" rights. Are you sure that this user is a member of the bamboo-admin group? Also, if you're using LDAP could you please check if this user is also available in the LDAP server? If yes please remove the LDAP parameters from the atlassian-user.xml file, restart Bamboo and try again.

To check the permissions from the database, please run the below query:

    SELECT AE.SID AS NAME,        (CASE          WHEN AE.TYPE = 'PRINCIPAL'               THEN 'USER'          WHEN AE.TYPE = 'GROUP_PRINCIPAL'               THEN 'GROUP'        END) as USER_OR_GROUP,       (CASE          WHEN MASK = 1               THEN 'ACCESS'          WHEN MASK = 4               THEN 'CREATE PLAN'          WHEN MASK = 1024               THEN 'CREATE REPOSITORY'          WHEN MASK = 16               THEN 'ADMIN'        END) as PERMISSION_TYPE  FROM ACL_ENTRY AS AE  JOIN ACL_OBJECT_IDENTITY AS AOI        ON AE.ACL_OBJECT_IDENTITY = AOI.IDWHERE AE.TYPE IN ('PRINCIPAL','GROUP_PRINCIPAL')   AND AE.GRANTING = true   AND ACL_OBJECT_IDENTITY='65537' ORDER BY NAME, PERMISSION_TYPE;

From: [How to retrieve user and group access mappings / permissions from the Bamboo database](https://confluence.atlassian.com/bamkb/how-to-retrieve-user-and-group-access-mappings-permissions-from-the-bamboo-database-859516551.html)

thanks
Creating direct HTML link with prefill request types
Asked by Cindy M Hardi:

I have a project that has 3 different request types. How do I link out to it including the request type? Doing \`?expand=names\` the custom field is \`customfield_10046\`

Example of request types:

**Type1:** First Name, Last Name, Summary (requestType=222)

**Type2:**Address, Email and Summary (requestType=221)

**Type3:**Phone Number, First Name and Summary (requestType=223)

I tried: [https://sidecarhealth.atlassian.net/secure/CreateIssueDetails!init.jspa?pid=10124\&issuetype=10135\&customfield_10046=222](https://sidecarhealth.atlassian.net/secure/CreateIssueDetails!init.jspa?pid=10124&issuetype=10135)

I found out that requestType is \`customField_10046\`, and when I tried to include that in the parameter, I was expecting a form that has **Type1**fields ( First Name, Last Name, and Summary). However, I am getting a generic form with all the form fields on it.

Any thoughts?

Thanks,

Cindy


Answers:
author: Cindy M Hardi
body: I was able to find the solution, I needed to first change the settings of my forms to create a shareable link. Now I am trying to figure out how to pre-populate these fields via the link.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a filter to show me the tickets completed within a date range?
Asked by Katie Gates Quiroga:

I am looking to show how many tickets were completed by month YoY for the last 2 years on a specific project. I don't care when the tickets were created. I am just looking for how many tickets and how many points were completed each month.

x # of points completed in January 22

X # of tickets completed in January 22

or a list of tickets completed in January 2022


Answers:
author: Mark Higgins
body: Hi Katie,

There are a number of functions that, I believe, can assist here, such as startofmonth().

You can create a query such as startmonth(-24) so you get all tickets for the last 24 months.

In my instance, you can even use AI and type in what you want, like and then the JQL appears.

![AI JQL 2024-03-27 084947.png](https://community.atlassian.com/t5/image/serverpage/image-id/314661i0CEA0E7A4BFE7E56/image-size/large?v=v2&px=999 "AI JQL 2024-03-27 084947.png")

You then save that to Excel and create month functions on the data.

Hope that helps

Cheers

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Time to resolution SLA timer doesn't stop
Asked by Jon Graham:

I currently have a high number of tickets that have the Time to resolution SLA timer running, but they are in a Resolved, or Canceled state, and the Resolution is set. I've tried re-configuring my SLA with various combinations of these triggers, but the tickets continue to have the SLA timer running.

The timer stops most of the time, so I'm wondering what other things I can try to stop the timer for these Resolved or Canceled tickets, or what is causing it to not stop in these instances.

Has anyone else encountered this kind of issue?


Answers:
author: Brant Schroeder
body: [@Jon Graham](/t5/user/viewprofilepage/user-id/5187912) welcome to the Atlassian community

If you can share a screenshot of the SLA I can help you troubleshoot what is causing the SLA to run.


Tags: cloud

jira-service-management

jira-service-management-cloud
JIRA Automation and Edge Connector (JEC) response
Asked by kniep:

I am exploring what we can do with the Jira Edge Connector and I looks quite promising.

What I am not able to find out is how an automation reacts to failure and is able to get the results (e.g. a JSON blob) back from the function that is executed.

I can see in the logs (and in the [code](https://github.com/atlassian/jec/blob/master/queue/job.go#L92)) that the job sends something back, but it does not end up effecting the automation.

My first attempt used an action with a non exsiting executable, which led to an error in the JEC runner:

```
DEBUG[2024-03-26T15:51:51.032904Z] Received 1 messages from the queue[eu-central-1].
DEBUG[2024-03-26T15:51:51.034183Z] Job[XXYYZZ] is being submitted
DEBUG[2024-03-26T15:51:51.037145Z] Job[XXYYZZ] is submitted to worker[0425f45d-ab3b-4869-9a81-4270e9668574]
DEBUG[2024-03-26T15:51:51.158268Z] Message[XXYYZZ] is deleted from the queue[eu-central-1].
DEBUG[2024-03-26T15:51:51.173488Z] Action[Create] execution of message[XXYYZZ] with entityId[] failed: fork/exec /executable: no such file or directory Stderr:
DEBUG[2024-03-26T15:51:51.173662Z] Job[XXYYZZ] has been processed by worker[0425f45d-ab3b-4869-9a81-4270e9668574].
DEBUG[2024-03-26T15:51:52.091575Z] Successfully sent result of message[XXYYZZ] to Jira Service Management and it took 0.914775 seconds.
```

The automation seems just to send out the request but does not reacts on failure.

```
Request submitted to run action name

```

How do I check for failure and if it did not fail, how do I receive the result from \`Jira Service Management\` the job did send back?

Thanks for a response, really looking forward to use that runner. :)


Answers:
author: Joseph Chung Yin
body: [@kniep](/t5/user/viewprofilepage/user-id/5255276) -

JEC is something new to the env provided by Atlassian, I would recommend you to contact Atlassian Support (<https://support.atlassian.com>) for further assistance on your ask. It is also my understanding that automation will not react to failure with my limited engagement on this new platform.

<https://support.atlassian.com/jira-service-management-cloud/docs/use-jira-edge-connector-jec-as-an-extensibility-platform/>

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
After cloning issue no 'request created' notification is sent to the reporter
Asked by Roeland Nas:

Hello,

We've got two service projects: one for our customers and one for our users. On ocassion they will use the wrong portal. In that case we previously made some kind of weird copy into the other project. This has no attachements etc and leaves a duplicate ticket. Not cool. So I went on and took on the automation to create a clone in the correct project.

In this example (i'll include the screenshot, see below) I've used the clone automation to clone a ticket from our customer portal project to the users portal project. That works fine. What does not is that it does not send a notification to the reporter that a new ticket has been created. I also discovered no notifications were sent for comments etc. I learned from the boards that I had to include a request type, which I now did. The notifications started working (put in a test message in my automation), but still NO notification of the new ticket.

So what my automation does:

- Clone ticket with same issue type, copy attachments, copy reporter, assignee empty  
- Set request type on new ticket (GOT AN ADDITIONAL QUESTION HERE, see below!)  
- Internal comment on new ticket with information of the older ticket, just for kicks  
- External comment to test notifications of comments  
- Send e-mail to reporter that ticket has been moved to another project  
- (once it works i will make the automation delete the initial ticket)  

I just want the reporter to receive the 'request created' notification once the ticket was sent to the other project. I know it will give them two e-mails (hey, we moved your ticket + notification of newly created ticket), but it will inform them and give them a way to respond to the new ticket immediately if they want to. How do I get this to work? I've seen threads about not wanting to send notifications on a cloned issue and how to arrange that, but I do want to do that. So, how do i get Jira to sent that 'request created' notification?  

Additional question:  
Since the project for customers and users have different request types, i've created a new request type in the destination project (handover from other team or something like that). In the step "edit request type" where you set a new request type that needs to be filled it, it's NOT showing up. How is this possible? In addition to that... i see the request types of the destination project plus a few random ones that I cannot place.  

I am an admin, I should be able to access all functionality. Please help!  

Cheers,  
Roeland

![clonequestion.png](/t5/image/serverpage/image-id/314580i9F1F16646BE4573F/image-size/large?v=v2&px=999 "clonequestion.png")


Answers:
author: Roeland Nas
body: Got some help from support.

- 'Solved' by mimicking the request created notification by sending an e-mail through the automation rule.

- The standard request created notification does not work, since when you clone the ticket there is no request type yet. You only put the request type on after the cloning action. This is intended behaviour.


Tags: cloud

jira-service-management

jira-service-management-cloud
In the JSM Customer Portal view, is there a way to order the list of shared organizations?
Asked by Sean Carney:

![PortalView_Organizations.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/314549iAAA5521906C55017/image-size/large?v=v2&px=999 "PortalView_Organizations.JPG")

Our JSM project includes people who oversee incidents for hundreds of organizations. The screenshot shows these organizations on the right; is there a way to numerically order these for more efficient location? Thank you.


Answers:
author: Sean Carney
body: To spin this another way, has anyone had experience with being able to modify how the shared organization list is presented to customers on their portal?


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud

organization

request
Different users can see different a list of people under approvers field in an issue request.
Asked by Sergei Drew:

I've created a Service Project based off the HR template. Inside there is a form which is attached to an issue type. The issue type has a field called "Approver" - This would be where users enter in their line manager who would either approve or deny their request/issue. Some users can see and search for a large number of users in this field, some users see a much shorter list and some users see no one at all.

How can I ensure all users see the same list of people so they can search for their line manager with out any issues?

Any help is appreciated, thank you.


Answers:
author: John Funk
body: Hi Sergei,

Is the Approver field one that you created? Is this a Company-managed project?

Is the Approver field based on a set of groups to populate it?

comments: author: Sergei Drew
body: Hi John,

It is team-managed and there are no constraints on the field such as a group.


author: John Funk
body: Since it is a Team-managed project, it is probably limited to people who have access to the project. I would start there.


author: Sergei Drew
body: Is there an easy way to convert it from a team-managed to company-managed? Or does it involve just re-making it as company managed?


author: John Funk
body: No, you can't convert projects. You would have to create a new Company-managed project and then migrate any data from the Team-managed project to the new one.


Tags: approver

cloud

forms

issue

jira-service-management

jira-service-management-cloud

request

workflow
JSM "Search for issues" filter fails to find search word.
Asked by L M:

Hello

In JSM Cloud, when i have a queue open, Jira displays a searchbox with the placeholder "Search for Issues". This searchbox seems to be broken in our instance, since if i search for a string that is obviously displayed in the list below, i get the error "We couldn't find any requests that match your search".

![26-03-2024_14-19-38.png](/t5/image/serverpage/image-id/314542iE19346D89509A664/image-size/large?v=v2&px=999 "26-03-2024_14-19-38.png")

The string that i searched consists only of letters and is clearly shown in the "Reporter" column of that queue. I can even find it using the ctrl + f search of my browser.

All other Agents are also affected.

How can i fix this?

Thank you.


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@L M](/t5/user/viewprofilepage/user-id/5378726),

to the best of my knowledge, the search within queues is relatively limited. It appears like it might primarily (only?) be considering an issue's *summary*, but I'm not 100% sure.

I don't know if this problem justifies additional tooling for you, but just to put it out there: If you're open to solutions from the Atlassian Marketplace, 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=2652428).

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 all 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*.

Plus, its sheet search considers all visible fields, including the reporter.

This is how it looks in action:

![queue-search-for-reporter.gif](https://community.atlassian.com/t5/image/serverpage/image-id/314593i744C55ACD3E9B7B6/image-size/large?v=v2&px=999 "queue-search-for-reporter.gif")

As every sheet in JXL is powered by a JQL statement or filter, you can easily model your queues as JXL sheets. It also allows cross-project queues, if that's something you'd be interested in.

Any questions just let me know,

Best,

Hannes

comments: author: L M
body: Hi Hannes

Thanks for your reply. Your tool seems very cool and I'd wish we could buy that, but with our 400 Users, like so often the cost is just not feasible for us whatsoever.

Honestly i'm growing increasingly tired with JSM missing basic functionality and having to rely on expensive extensions to add functionality that Atlassian was asked from the community to add years ago.

Thank you.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can you link a knowledge base article (not Confluence) to a ticket?
Asked by Borrelli, Steve:

Is there a way to link a KB article to a ticket? I see how to link a Confluence article, but we use the Knowledge base without Confluence based on licensing limitations with the Confluence product. We would like to have a way to indicate when an article was relevant or assisted with the resolution from the technician's side.


Answers:
author: Dan Breyen
body: Hi [@Borrelli, Steve](/t5/user/viewprofilepage/user-id/5362103) welcome to the community. You can share an article with the customer by searching for the article in the 'Knowledge Base' field in the Details section of your ticket. If you click the 'Share as comment' button next to the article, it will add this as a 'Reply to Customer' link that you can pass along. Adding that link will consider the ticket as 'Resolved with an article' so when you run your 'Requests Resolved' report, it will be counted in that category.

![ShareKBArticle.png](https://community.atlassian.com/t5/image/serverpage/image-id/314533i104438E297E822D7/image-dimensions/334x146?v=v2 "ShareKBArticle.png")

I'll make a note in the Reply "Here's a Knowledge Base Article that you can use for future reference."

Hope that helps.


author: Charlie Misonne
body: Hi!

Welcome to the Atlassian Community!

How do you use a knowledge base if you don't have Confluence? Do you have another product to maintan a KB? As far as I know there is no other KB than Confluence in the Atlassian ecosystem.


Tags: cloud

jira-service-management

jira-service-management-cloud
Ticket submitted via portal doesn't get email updates
Asked by Amelia:

Hi there

Hope you're all OK :)

I'm not sure if this is by design but when a customer submits an IT request via our portal, they receive the initial email to say we're on it - however if they respond via email it doesn't show on the ticket.

From the Agent side, if an Agent replies on the ticket by clicking 'Reply to Customer', the message appears on the portal itself but no email message is sent to the customer.

Is there a way to configure email to still work alongside portal notifications? We are using the request types in the portal but haven't fully transitioned the customers to manage their tickets in the portal view, they still very much rely on email notifications.

The project in question is a service project that we use an an IT service desk.

Thanks very much

Amelia :)


Answers:
author: Joseph Chung Yin
body: [@Amelia](/t5/user/viewprofilepage/user-id/3731285) -

Hi there:

When customer replies via email instead of using the portal UI and add comments, then you need to look into this following reference page - <https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/>

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
Public Name in automation rule?
Asked by Steven Kay:

Is it possible to use "Public Name" e.g. Joe Bloggs in an automation rule, i.e. issue.creator.publicName? We are currently using issue.creator.displayName, but this appears as Bloggs Joe, synchronised from Azure AD.

Many thanks,

Steve


Answers:
author: Patrick Tripodi
body: Hi [@Steven Kay](/t5/user/viewprofilepage/user-id/5462251),   

I do not believe there is such a smart value, however, you could do the following:   

{{issue.creator.displayName.split(" ").last}} {{issue.creator.displayName.split(" ").first}}  

This will translate to: Joe Bloggs  

So for an email, you can do:   

Hi {{issue.creator.displayName.split(" ").last}} {{issue.creator.displayName.split(" ").first}},   

This is an email.  

Which will be sent as:   

Hi Joe Bloggs,   

This is an email.  

This will also ignore any instances of any extra values, like middle names from showing.   

Cheers,  

Patrick Tripodi  
GLiNTECH

comments: author: Steven Kay
body: Hi Patrick. That works perfectly! Thanks so much for your help.


Tags: cloud

jira-service-management

jira-service-management-cloud
Virtual Agent Specifications
Asked by jo Willis:

What WCAG guidelines does the virtual agent meet


Answers:
author: Nikola Perisic
body: Hello [@jo Willis](/t5/user/viewprofilepage/user-id/5174745)

Not sure if I understood. Do you mean if virtual agent can answer the questions from above?


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA settings
Asked by Irina Harutiunian:

I need to do the following:  
When the incident opens again after completion (Reopen status), I need the SLA to continue counting from where it left off, and not count again.

Is it possible to configure this in Jire?


Answers:
author: Dirk Ronsmans
body: Hi [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297)

Normally this is achieved by having the following actions:

* - Start: On creation
* - Pause: Resolution Set
* - Stop: Status = Closed (and other final statusses)

This does imply that Closed = Closed so it can not be re-opened from Closed.

Only when you have it Resolved, then you give the customer some time to respond and re-open the issue. Since the SLA was only Paused, it will continue to count once re-opened

comments: author: Irina Harutiunian
body: This might work - Thank You!


author: Irina Harutiunian
body: [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602)   
I have the following problem.  
I have two statuses that are final - Won't do(User issue) and Won't do(Else), but the incident can be reopened from these statuses. I paused SLA in these statuses, but the calculation will not end because they have already final statuses and I do not use my final status "Closed" for this cases. That's mean that SLA will be in pause all the time.  

Can you offer a solution in this case?


Tags: cloud

jira-service-management

jira-service-management-cloud
Cannot add organization
Asked by Linh Dang:

I have tried to add a new organization, but it shows this error:

![Screenshot 2024-03-26 at 9.31.59?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/314386iAB4729A7CC2E89BF/image-size/large?v=v2&px=999 "Screenshot 2024-03-26 at 9.31.59?AM.png")


Answers:
author: Andy Heinzer
body: Hi [@Linh Dang](/t5/user/viewprofilepage/user-id/5461180)

I created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-984337>

comments: author: Linh Dang
body: Thanks Andy!


author: Valerie Knapp
body: Hi [@Linh Dang](/t5/user/viewprofilepage/user-id/5461180) , welcome to the community and thanks for your question.

Is this problem persisting? If so, I would report it to Atlassian tagging them into this question. Please confirm before I proceed.

comments: author: Linh Dang
body: Hi Valerie,

Thank you for your response.

And yes, I still meet this matter. I cannot add the new the organization.

Please advise how's it going and how I could do next.

Sincerely.


author: Valerie Knapp
body: Ok, I just tagged Atlassian in the ticket. They will reach out to help.


Tags: atl-rvw

cloud

jira-service-management

jira-service-management-cloud