youngmon/atlassian-qna huggingface dataset:
Cannot assign a incident ticket
Asked by HanQiao:

Dear team  
I created a ticket but I cannot find the "assignee" field.  
The ticket is also cannot be assigned manually.  

May I know how to sovle the problem?

![assign failure.png](/t5/image/serverpage/image-id/332606i36B0EED75DF71E85/image-size/large?v=v2&px=999 "assign failure.png")


Answers:
author: YY Brother
body: Hi [@HanQiao](/t5/user/viewprofilepage/user-id/5532496)

???JSM ???????????? JSM Product Access ???Agent License?????? JSW ???? Jira ?????????

??????? User Acess Admin ? Org Admin ???????? JSM Product Access ??? Agent Role?????????? JSM ????????? Service Desk Team role ????????????????

Thanks,

YY?

comments: author: HanQiao
body: Hi [@YY Brother](/t5/user/viewprofilepage/user-id/4083879)   
?????  
??????????administrators??????Agent Role???????????????  
????? Service Desk Team role ?????????ticket?

![roles.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/332653i16D1281E35C341C0/image-size/large?v=v2&px=999 "roles.jpg")


author: YY Brother
body: JSM Ticket ??????????????????????

1. ????????????JSM - ?????????????Agent?![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/332654i1BEF7BEAC72C437E/image-size/large?v=v2&px=999 "image.png")
2. ????????? JSM ??? Service Desk Team ???

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/332655i360023247F64A8D0/image-size/large?v=v2&px=999 "image.png")

?????????? JSM ????? Administration ????


author: HanQiao
body: [@YY Brother](/t5/user/viewprofilepage/user-id/4083879)   
Hi YY  
?????  

???????Agent???

![Agent.png](https://community.atlassian.com/t5/image/serverpage/image-id/333225i882E7BFA526724E5/image-size/large?v=v2&px=999 "Agent.png")

????????Screen????Assignee??field?

????field????????????????????"Screen"?

![Assignee.png](https://community.atlassian.com/t5/image/serverpage/image-id/333226iFA578C7CEE8AE12D/image-size/large?v=v2&px=999 "Assignee.png")


author: YY Brother
body: ???????????issue detail???????????????????? WX ??craigyoung1985???????


author: YY Brother
body: ????? Accept answer [@HanQiao](/t5/user/viewprofilepage/user-id/5532496)

???????? Assignee/??? ?????????


author: Fabian Lim
body: Hi [@HanQiao](/t5/user/viewprofilepage/user-id/5532496)

Since you have access to the JSM Project and have a license, I would go to the permissions checker helper (Projects settings -\> Permissions) and see whether you have the permissions to assign an issue and be the assignee. You may have to update the permissions scheme or the people/roles in the project.

Regards

comments: author: HanQiao
body: Thank you, I will have a check.


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to activate workflow so unable to see right statuses in issues
Asked by Tej Shah:

Tried navigating to project settings but no option to assign workflow.

Workflow I want to use is already configured.

All workflows are in inactive state.


Answers:
author: Lisa Forstberg
body: Hi Taj,

Go to your project \> project settings \> Workflows \> Add Workflow to find and publish the workflow you need on your project.

See my demo example.

![Screenshot 2024-06-29 at 17.32.16.png](https://community.atlassian.com/t5/image/serverpage/image-id/332580iC9665BFD657FF19C/image-size/large?v=v2&px=999 "Screenshot 2024-06-29 at 17.32.16.png")

comments: author: Rilwan Ahmed
body: Hi [@Tej Shah](/t5/user/viewprofilepage/user-id/5530516) ,

Welcome to the community !!

Until the workflow is mapped in workflow schemes and schemes are not mapped to projects, workflow will be under "Inactive" state.


Tags: cloud

jira-service-management

jira-service-management-cloud
Disabling transition to same state
Asked by AbrahamA:

Hello

My issue is in a state "In Progress".

Is there any way I can prevent showing "In Progress" in allowed transition states in workflow. I have many states in workflow and all have transition from any state.

Thanks

Abe


Answers:
author: Rachel Wright
body: Hi [@AbrahamA](/t5/user/viewprofilepage/user-id/853569) I'm betting your using a workflow with global transitions - meaning an issue can transition to any status at any time. That's certainly the easiest way to configure a workflow, but it ends up having the condition you report: issues have options to transition to themselves.

Another option is to remove the global transitions and create individual ones instead. Here's an example: of both methods for comparison.

Diagram Mode {#toc-hId--354140217}
----------------------------------

**Individual transitions**

![single-transitions2.png](https://community.atlassian.com/t5/image/serverpage/image-id/332573i91A5FEEFEBB08B77/image-size/large?v=v2&px=999 "single-transitions2.png")

*A workflow with individual transitions between statuses*

Notice that in addition to forward transitions (ex: Ready for Review) there are also backward transitions (ex: Fail).

**Global transitions**

![global-transitions2.png](https://community.atlassian.com/t5/image/serverpage/image-id/332574iC3FCDF3A89233D4E/image-size/large?v=v2&px=999 "global-transitions2.png")

*A workflow with global transitions*

Notice that global transitions are marked with the "All label".

Text Mode {#toc-hId-2133372616}
-------------------------------

**Individual transitions**

![single-transitions.png](https://community.atlassian.com/t5/image/serverpage/image-id/332575i5C200DD7B36DBFE2/image-size/large?v=v2&px=999 "single-transitions.png")

*A workflow with individual transitions between statuses*

**Global transitions**

![global-transitions.png](https://community.atlassian.com/t5/image/serverpage/image-id/332576iFBA015F00ECD0D15/image-size/large?v=v2&px=999 "global-transitions.png")

*A workflow with global transitions*

Notice that global transitions are displayed in italics. You can also tell they are "reused" by their IDs. For example, each status has a transition called "Open". The transition ID is 11 in all 4 uses.

It's also possible to restrict which transitions show with conditions and other hackery, but the above method is much easier. I'd try that first.

Hope this helps!

Rachel Wright  
Author, Jira Strategy Admin Workbook


author: Kuan Yi Ming _ServiceRocket_
body: Hi [@AbrahamA](/t5/user/viewprofilepage/user-id/853569)

In addition to what Rachel has shared, you can make use of the Previous Status Condition to hide a transition when an issue is in a specific status.

Regards  
Yi Ming


Tags: jira-service-desk-cloud

jira-service-management-cloud
Add "Side conversation" to a ticket
Asked by Steeve Piette:

Hi everyone

New user of JSM, currently on trial, and trying to see if JSM would be best choice for our company.

Point is ; Direction want everyone to be on only one platform. (no way we use JSM in a team and something else elswhere)

Our Customer Team already did a try with Zendesk, they are mostly satisfied with it, but not closed to the idea of switching to something else.

But, main goal for them is to be able to do everything they can already do in Zendesk, at least

One of those things they use is the "Side Conversation"

Let say , we got a Ticket from "Personn A"

They can create a side convo inside the ticket, to contact someone outside JSM, even outside compagny.

By this way they can directly link issues content.

This person will receive an E-mail , with the informations inside (no need to be portal user)

They can directly answer to the Email, and it will auto associate into the "Side conversation" of the ticket.

While doing this "Person A" won't receive any notification nor can see anything about this side conversation.

This feature, or possibility to work like that seems to be a major thing for them.

As an IT...JSM look better for my Team...but I must find something that can be enough for everyone...

Any idea on how to work that would be appreciated.

Thanks a lot


Answers:
author: Mikael Sandberg
body: Hi [@Steeve Piette](/t5/user/viewprofilepage/user-id/5528128),

Welcome to Atlassian Community!

JSM do not have the "side conversation" that would allow you to include external users with no access to your instance. Internal notes can be used for internal conversations that is not visible to the customer, and you can set it up so developers can go in and add their internal notes, or if needed you can use [developer escalations](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-developer-escalations/).

In order to include external users you could work around it by creating a new request that is linked to the original one and then copy that conversation into the original one if needed via automation.

comments: author: Steeve Piette
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) ,

thanks for your answer, and for greetings ;)

Was afraid of the response...but pretty happy that there seems to be a workaround.

If it's not too much to ask...how would you "make it" through automation?

Side conversation could be "Side ticket" ...can make sense ...But I don't see the automation part there?


author: Mikael Sandberg
body: You could use automation to copy any comments from the side ticket into the main one if needed, but if you link them then it might be easier to just go to the side ticket to see any comments.


author: Steeve Piette
body: Thanks for this [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

I will ask in automation community about idea how to handle this.

Still learning (started trial a week ago... still figuring how to setup everything :) )

Have a great day !


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation and form fields question
Asked by Andy T:

Hi

I'm new to Jira and trying to achieve the following:

Created a simple request type with first name, last name, date and title.

When the request is submitted, I was to create a jira automation where an email get sent out with the values of the 4 fields embedded in the body of the email.

The email automation works fine but I don't know how to insert the form values in the body.

I tried to check smart values but I don't see how to add these to the email.

Also, if I attach a separate form to the request type, can the values of that form be used in the automation process as well?

Thanks


Answers:
author: Mikael Sandberg
body: Hi [@Andy T](/t5/user/viewprofilepage/user-id/5531936),

Welcome to Atlassian Community!

In order to include the fields in the body of the email just add them like this:

{{issue.first name}} {{issue.last name}} {{issue.date}} {{issue.title}}

In order to include answers from a form you would have to use the Forms API in order to extract those answers. You can find the documentation for the API here, <https://developer.atlassian.com/cloud/forms/rest/intro/>

comments: author: Andy T
body: Thank you Mikael for the quick reply.

so the name of the field I want to include should come after "issue"?

Thanks, I will check the API solution as well.


author: Mikael Sandberg
body: Yes that is correct. And if you have fields with the same name or if the automation says that it cannot find the field then you can use the custom field Id instead. You can get that Id if you go to Settings \> Issues \> Custom fields, locate the field in question, then click on the three-dot menu and hover over one of the options. The URL displayed contains the Id at the end of it, it looks something like this:

customfield_12345


author: Andy T
body: Thanks again. I was able to send the email fine with the information except for the date.

I don't see these fields in the custom fields section. Do I need to add it a custome field first?


author: Joseph Chung Yin
body: [@Andy T](/t5/user/viewprofilepage/user-id/5531936) -

Welcome to the community. To supplement what [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) suggested, here are the reference links (you may already have them already) on smart value + how to utilize log action to test out your automation rule using the audit log to test out the content of your smart values...

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

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

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

<https://support.atlassian.com/cloud-automation/docs/debug-an-automation-rule/>

Hope this also helps.

Best, Joseph Chung Yin

comments: author: Andy T
body: Thank you so much.

I will review these


author: Andy T
body: Thank you Mikael for the quick reply.

so the name of the field I want to include should come after "issue"?

Thanks, I will check the API solution as well.


Tags: cloud

jira-service-management

jira-service-management-cloud
Porque ya no puedo planificar Tareas Finalizadas en Tempo
Asked by Claudia E Saldivar:

Anteriormente cuando ocupaba planificar una tarea que ya ten?a un cambio de estatus a Finalizada, por alg?n motivo, si me permit?a volver a agregarla al Planning, sin embargo ya no se permite, no me encuentra la incidencia.


Answers:
author: Kuan Yi Ming _ServiceRocket_
body: Hola Claudia,

Responder? en ingl?s ya que mi espa?ol no es bueno.

It sounds like you have an issue that used to be reopened from "Finalizada" to "Planning," but this is no longer possible for your issue.

Try and check your workflow transition from "Finalizada" to "Planning" and see if there are conditions that prevent this transition from being selected.

Cordialmente,  
Yi Ming


Tags: cloud

jira-service-management

jira-service-management-cloud
associate request type with impact and urgency?
Asked by Rodrigo Buch:

Hello, I'm using the ITSM template to receive calls by email, I would like to know if I can associate a request type when I select the request type and select the type of urgency and the impact?


Answers:
author: Joseph Chung Yin
body: [@Rodrigo Buch](/t5/user/viewprofilepage/user-id/2150975) -

Question - Are you expecting customers to populate the Urgency and Impact fields upon issue submission?

If not, here are two options for you to considered -

1) Customize the WF used for your specific issue type with a post function call at "Create" transition to populate the fields' values.

2) Create automation rule using (Automation for Jira - Component that is available out of the box for your subscription) for the project - The rule will be triggered by "Issue Created" event, and then you can then add the action "Edit issue" to populate those specific fields.

<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) (template library for you to review for automation rule setup examples)

NOTE - I am also assuming that both fields are setup for your project's request type (\*based on the issue type) context correctly.

Hope this helps.

Best, Joseph Chung Yin

comments: author: Rodrigo Buch
body: Hello [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

It will not be the customers who will fill in the Urgency and Impact information, all tickets will be created by email and the support team will classify the information but I would like to make a connection depending on the type of service and it automatically classifies the Urgency and Impact.


author: Joseph Chung Yin
body: [@Rodrigo Buch](/t5/user/viewprofilepage/user-id/2150975) -

If that was the case, then automation rule is the best route to populate the fields values. Please review the links that I have provided to you on Automation Rule for Jira.

If my suggestion helped you, please remember to click on "Accept answer" so others with similar asks will see this posting as an answered one in the community.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we use both SAML SSO with username and password for Portal-Only
Asked by MJCorcoran:

I have seen SO many articles about this but can't find any that definitively say that SSO Portal-Only customers (who are using emails with our company domain) and Portal-Only users who work elsewhere (and have Gmail, etc. email domains) can both access a login portal but will go down separate paths for authentication (SSO or password) **based on the domain name.**

[This link is from 2018](https://community.atlassian.com/t5/Atlassian-Guard/Is-it-possible-to-use-a-mix-of-Atlassian-and-SAML-accounts/qaq-p/826585) (so pre- Portal SSO) but ask the question I am also asking.

If this is possible, is there documentation to tell us how to set it up? We are looking to do a hybrid SSO/password setup for our teams.

Thanks!


Answers:
author: Dave Rosenlund _Trundl_
body: Apologies in advance, [@MJCorcoran](/t5/user/viewprofilepage/user-id/4661432). I am no expert in this area.

However, I wonder if this article by Atlassian's [@Benjamin Paton](/t5/user/viewprofilepage/user-id/3873382), who *is* an expert, might help.

[Upcoming SSO capabilities for external customers in Jira Service Management](https://community.atlassian.com/t5/Jira-Service-Management-articles/Upcoming-SSO-capabilities-for-external-customers-in-Jira-Service/ba-p/2305181) {#toc-hId--354143127}
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

I hope it does,

-dave


Tags: atlassian-cloud

cloud

jira-service-management

jira-service-management-cloud
How can I create dynamic forms using Jira service desk?
Asked by Pavithra Kandula:

Want to know how can I create dynamic forms using Jira service desk, my requirement is I want to drag and drop input fields into a form like Text field, Radio Button, File uploads etc


Answers:
author: Sayed Bares [ServiceRocket]
body: [@Pavithra Kandula](/t5/user/viewprofilepage/user-id/5531796) welcome to the Atlassian community!

To create forms you can refer to [Create or edit a form](https://support.atlassian.com/jira-service-management-cloud/docs/create-or-edit-a-form/) article, and [these are the types](https://support.atlassian.com/jira-work-management/docs/manage-your-form-fields/) of fields available in forms. If you would like to show/hide fields based on different fields then use [sections](https://confluence.atlassian.com/jirakb/add-a-conditional-field-to-your-project-using-forms-1188419353.html).

comments: author: Pavithra Kandula
body: Thank you Sayed!

The link that you suggested was helpful, thank you so much!


author: Dave Rosenlund _Trundl_
body: Welcome to the community, [@Pavithra Kandula](/t5/user/viewprofilepage/user-id/5531796) ?

There is no drag-and-drop support; otherwise, you can do everything you describe. Maybe [this YouTube video](https://youtu.be/tFkNuSZGDPc?si=Q56S4lMGMzP2NmUh) will help you get started.

Best,

-dave

comments: author: Pavithra Kandula
body: Thank you Dave!

The video is really helpful, I currently have access to Software Project but ideally the **The 'Forms' functionality is only available for Service Management projects.**

So I am checking with my team about how do I get access to the **Service Management project.**Post getting access I will explore creation of forms.

Thank you so much!


author: Pavithra Kandula
body: I also wanted to know if there are any **APIs or Webhooks**that might be used to fetch the form data and form responses? Is there a provision for that in Jira forms..


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to add short link to Jira Customer satisfaction
Asked by Niktia Kupchin:

Hi community,

Is it possible to add short link to jira built-in customer satisfaction question? So it would retrieve a clickable link with short name link 'Survey' and the link would take a user to a 3rd party survey tool for more detialed feedback.

I tried html but it shows not expected result, like this:

\<a href="MY_LINK"\>Survey\</a\>

and jira mark-up \[survey\|MY_LINK\] but also with no luck.

Any ideas, if this is possible? Thanks!


Answers:
author: Dan Breyen
body: Hi [@Niktia Kupchin](/t5/user/viewprofilepage/user-id/2605296) welcome to the community. Currently there is not a way to have a custom survey for Cust Sat. There are several Jira suggestions submitted on Atlassian's Jira site including [JSDCLOUD-4686.](https://jira.atlassian.com/browse/JSDCLOUD-4686)

I would suggest voting for and watching them for future updates.

Hope that helps.

comments: author: Niktia Kupchin
body: Hi [@Dan Breyen](/t5/user/viewprofilepage/user-id/5086375)

Thanks! I'm aware of this and my question is more about the possibility to include a short link in the body of Cust Sat question/message.


Tags: data-center

jira-service-management

jira-service-management-data-center
email notification issue
Asked by Juliet Ani:

Hi

a current user is getting emails supposedly going to an old user who is no longer in the team .

How is this possible please and how can I prevent this?


Answers:
author: John Funk
body: Hi Juliet - Welcome to the Atlassian Community!

Can you provide more details? What do you mean by supposedly? Either it is or it isn't. Why is the notification being sent? And do whom? Reporter? Assignee? Etc.


Tags: cloud

jira-service-management

jira-service-management-cloud
get ticket id in jsx
Asked by Lilian Allio:

I'm starting to create an application in Jira(JSX), to help to resolve a ticket, but for that I need the ticket id, but I don't know how to do it.

For example, i'm in a ticket, i click on a button on the app and i want to get the ticket id where I am.


Answers:
author: John Funk
body: Hi Lilian - Welcome to the Atlassian Community!

I assume you don't mean the ticket/issue key (like ABC-123) but the actual ID of the issue. If you run a query/filter and then export it to CSV (with default fields) you should see the ID as well as the Key.


Tags: cloud

jira-service-management

jira-service-management-cloud

react

ticket-id
Group is used in JSM Approvals - Group Picker Custom Fields and I can't remove them
Asked by Judy Forrister:

I want to change the name of a group but am getting this error message:

![Screenshot 2024-06-28 105345.png](/t5/image/serverpage/image-id/332339i5A0568A350496F70/image-size/large?v=v2&px=999 "Screenshot 2024-06-28 105345.png")

I cannot find out how to remove the group. The field doesn't come up in custom fields for me to change its values.  
In Issue view I get this:  
![Screenshot 2024-06-28 105551.png](/t5/image/serverpage/image-id/332340iA0E8A88742D74776/image-size/large?v=v2&px=999 "Screenshot 2024-06-28 105551.png")

In request form, I get this:

![Screenshot 2024-06-28 105726.png](/t5/image/serverpage/image-id/332341i5310C837BA5DC562/image-size/large?v=v2&px=999 "Screenshot 2024-06-28 105726.png")

With no option to change the preset values. Any ideas?


Answers:
author: jenny_arolinna
body: I don't have an answer, but the same issue, so [@Judy Forrister](/t5/user/viewprofilepage/user-id/5531498) did you figure this one out, did you find where to remove the group?


author: Lisa Forstberg
body: Hi Judy and welcome to the community.

I wonder if that group is set as the default group for that custom field, and you say that you cannot find the custom field JSM approvals in your custom field list?

Also I see that it refers to your sandbox environment - make sure to switch over to that environment.

best of luck

/L

comments: author: Judy Forrister
body: Hi Lisa

I am looking in Sandbox but can't find anywhere to remove that as the default group for the custom field. The 'Approver Groups' field doesn't appear anywhere when I search custom fields.

The screenshots etc above are all from sandbox.

Thank you

Judy


Tags: cloud

jira-service-management

jira-service-management-cloud