youngmon/atlassian-qna huggingface dataset:
http://localhost:8085/rest/api/latest/deploy/project/forPlan?planKey=PROJ-PLAN
Asked by ananth balasubrmanian:

providing output as empty list


Answers:
author: Rafael Pinto Sperafico
body: Hi [@ananth balasubrmanian](/t5/user/viewprofilepage/user-id/2456256),

I am uncertain to what your question / comment is about, however, based on the REST API endpoint provided, I will be elaborating on that and perhaps this will provide you with the information you are looking for.

The endpoint **/deploy/project/forPlan** **?planKey (GET)** (<https://docs.atlassian.com/atlassian-bamboo/REST/6.7.1/#d2e2648>) - gets a list of deployment projects for a given build plan, meaning that:

- if you provide a **planKey is associated with a deployment** , when consuming the endpoint above mentioned, you will be prompted with a list of Deployment(s) in which the given planKey has been associated to:  

```
[{"id":884737,"name":"Deployment","description":""}]
```

- if you provide a **planKey NOT associated with a deployment**, the endpoint mentioned will present you with an empty list

```
[]
```

I hope the above clarifies the output given by consuming the REST API endpoint. If not, please come back with more information on what you are looking for and we could continue from there.

Kind regards,

Rafael
Trouble formatting what an issue looks like to the team
Asked by Michael diLorenzo:

I'm having a terrible time configuring what my team sees when they view an issue in JSM.

I have a view/edit screen configured for an incident. I have that screen associated with the issue type of "incident" in my screen scheme, and I have that screen scheme associated with my Issue Type Screen Scheme that is associated with my project. However, when the team actually views the incident in JSM, they see the fields that are configured in the "issue view" of the request type, not the view screen of the issue type.

How do I create a situation where all incidents, regardless of request type, have the same view? I don't want to have to configure every single request type, since we have quite a few different "types" of incidents.


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@Michael diLorenzo](/t5/user/viewprofilepage/user-id/5143160). A couple of questions:

- Are you using [team-managed or company-managed projects](https://support.atlassian.com/jira-work-management/docs/learn-how-company-managed-and-team-managed-projects-differ/)? Or, both? Team-managed projects might trip you up here if you have different projects for different products (for example).

- Have you seen this advice from Atlassian: [**How to change the default issue type displayed at the Create Issue screen when a user creates an issue for the first time in a specific project**](https://confluence.atlassian.com/jirakb/how-to-change-the-default-issue-type-displayed-at-the-create-issue-screen-when-a-user-creates-an-issue-for-the-first-time-in-a-specific-project-707986896.html) ? I'm guessing it would apply to external (customers), too, if set upp correctly.

Hope this helps,

-dave

comments: author: Michael diLorenzo
body: It doesn't help at all.

As I mentioned, I am using a JSM, so it is neither a team- nor a company- managed project.

I am not trying to change the default issue type displayed at the Create Issue screen. I am trying to change what my team sees when they view an issue.


Tags: cloud

jira-service-management

jira-service-management-cloud
Client can't recive mail from request notifications
Asked by Diego Wilson:

Hello there :

Our customer says that can't recieve any email notification from requests updates, comments , etc

Checking de notification logs , it's says that "The recipient's email address is on a suppression list."

![2024-04-25_11h25_40.png](/t5/image/serverpage/image-id/320632i87F185CCA897462E/image-size/large?v=v2&px=999 "2024-04-25_11h25_40.png")

Is anything I can do from my side? I check the doc and nothing work. Or If its possible that you can remove all mail from the domain @latamtradecapital.com from the supression list ?

Thanks in advance

Greetings


Answers:
author: Dave Rosenlund _Trundl_
body: Hi, [@Diego Wilson](/t5/user/viewprofilepage/user-id/2877612). Check out this article for the answer (spoiler alert, yes you can).

[**Remove email address from suppression list in JSM Cloud**](https://community.atlassian.com/t5/Jira-Service-Management-articles/Remove-email-address-from-suppression-list-in-JSM-Cloud/ba-p/2442322)

Good luck,

-dave

comments: author: Diego Wilson
body: Hi [@Dave Rosenlund _Trundl_](/t5/user/viewprofilepage/user-id/1164057) , thanks for the answer !!. I check that article but i seems that works only for customer that are not , i guess, "active" in JSM. Looking in that view I don't have the option "Resend invite" for this customer. ![2024-04-25_12h15_33.png](https://community.atlassian.com/t5/image/serverpage/image-id/320636i21D887ACD4B2E55E/image-dimensions/1157x78?v=v2 "2024-04-25_12h15_33.png")


author: Dave Rosenlund _Trundl_
body: Hmmm... ? I'm not quite sure what to do in this case.

Perhaps [@Manpreet Singh](/t5/user/viewprofilepage/user-id/5070770) (or someone else who's encountered this use case) will chime in ?


author: Manpreet Singh
body: Hey [@Diego Wilson](/t5/user/viewprofilepage/user-id/2877612), currently we don't have a way to remove users from suppression list that are active. You can reach out to the support team to remove such users from the suppression list.


author: Diego Wilson
body: Hi [@Manpreet Singh](/t5/user/viewprofilepage/user-id/5070770) thanks for the answer , I already contact the support team .

Thanks everybody!!


Tags: cloud

jira-service-management

jira-service-management-cloud
AQL ORDER BY by ObjectType
Asked by Mitch Springer:

Hello,

I'm trying to create a view on Confluence using the Assets macro that queries into Jira Assets using AQL and presents a view of several different ObjectTypeIds. A very basic example would be:

objectTypeId in (111, 222, 333, 444)

I'd like the result to be ordered / sorted by objectTypeId, instead of the default label. However if I do something like:

objectTypeId in (111, 222, 333, 444) ORDER BY objectTypeID

(I've also tried "Object type" or "ObjectTypeId")

I get no results (likely an invalid query). Is this even possible? It seems like it should be a fairly common task.


Answers:
author: Gikku
body: [@Mitch Springer](/t5/user/viewprofilepage/user-id/5484393) This is expected as the 'order by' is meant for attributes only and not for object type. So you are performing an invalid AQL operation.

To meet your requirement, I would suggest creating multiple macros on the Confluence page separated for each object type and in the order that you want. This will give you the advantage of customizing the table according to the attributes available for each object type.

comments: author: Mitch Springer
body: I was afraid of that, but I guess in a way that makes sense. The other (also ugly) workaround I guess would be to create an attribute that holds the object type, and then just bulk update that.


author: Gikku
body: If it is a one time task, the above workaround makes sense.

But if new objects are getting created frequently, then managing the new attribute can be a problem. Or, automation can be used to copy the name of the object type into the new attribute every type a new object gets created.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to login on the Jira Cloud Android App for customers
Asked by Wouter Spaans:

Hi,

Our customers are downloading the Jira Cloud app so that they can create issues for us. But the problem is that they get a screen for making a Jira site...

The customers has Portal permission to create a issue but via the app it doesn't work.

Can somebody help me with this?


Answers:
author: MobilityStream
body: Hi [@Wouter Spaans](/t5/user/viewprofilepage/user-id/562838) ,

You can also try our Mobile apps for Jira \& Jira Customer Portal. We do have a Jira app for the Client Portal ([Android](https://play.google.com/store/apps/details?id=com.mobilitystream.mobilityjsd), [iOS](https://apps.apple.com/us/developer/mobilitystream-llc/id558594187)). They are packaged together once you install the [Mobility for Jira add-on](https://marketplace.atlassian.com/apps/1211459/mobility-for-jira-mobile-for-enterprise-teams?hosting=cloud&tab=overview) from the Atlassian Marketplace all your users \& portal clients can use them for free on all platforms (iOS, Android, macOS). We support many functions the Atlassian app doesn't, such as popular 3rd party add-ons even including Atlassian's Assets and Forms. We focus on ITSM and user productivity in particular. Our app is used by the largest organizations with sophisticated requirements that the relatively basic app by Atlassian does not cover. Give it try and delight your users. Fully supports all common MDM systems.

Kind regards,  
The Mobility Team


author: Victor Law
body: Hi [@Wouter Spaans](/t5/user/viewprofilepage/user-id/562838)

As of today, the Jira native mobile app does not support the customer portal and is mainly for agents.

Here is the feature request from Atlassian:

<https://jira.atlassian.com/browse/JSDCLOUD-9763>

Thank you.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer notification log: Suppression list
Asked by riseli:

Hi  
We recently discovered the new feature, the log of failed request notifications.  
Often the error is "Recipient's email address is on a suppression list."  

The provided explanation of this is the following:

*Mail address added to suppression list - This occurs when a customer's email address is blocked due to email bounces or rejections, or if the customer's mailbox blocks emails from Atlassian.*

*To fix this error for a failed invite, from your service project, go to the Customers page. Then, search for the customer's email address and select Resend Invite. The suppressed email address will be removed from the list and an email notification will be sent from Jira Service Management.*

I don't understand the need of the recipient to have accepted the invite to the portal. As it should be possible to send request notifications to recipients not using the portal.  

So what exactly is the relationship between the error: "Recipient's email address is on a suppression list" and the recipient not using the portal?  

Thanks for any insight.  

P.S. It would be really helpful to see if the recipient is a reporter or request participant in this log overview. As I suspect more failures arise sending emails to request participants.  
Also the possibility to filter or export the list would be great.


Answers:
author: riseli
body: Probably the easier solution: <https://jira.atlassian.com/browse/JRACLOUD-62125>  
Please vote for this issue, so everyone can use their own SMTP Server and the reliability improves massively!  
Thanks :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Work Management functionality
Asked by Scott McDonald:

Hello,

This is more of a process flow discussion topic as well as how the configuration would actually work.

Example: A user submits an ITSM ticket to make a change to a system whose development is managed via Jira issues. What is the lifecycle of this / how can the integration help us?

Looking for guidance on best practice.

Thanks,

Scott


Answers:
author: Josh Costella
body: Hi [@Scott McDonald](/t5/user/viewprofilepage/user-id/5441819)

I would recommend utilizing Jira automation to do the bulk of the enablement. (A good example is located [here](https://community.atlassian.com/t5/Jira-Service-Management/Creating-a-linked-issue-using-Automation-for-Jira/qaq-p/1568498).

In terms of keeping the tickets in sync, I'd recommend the following:

* Only change the status of the JSM ticket when the JWM/JSW ticket has changed Status category (i.e. To Do, In Progress, and Done)
* Consider keeping comments in sync but only if they are needed to communicate with the end user.
* Set proper expectations with end users. Use automated comments when those tickets are linked to the other project that lets them know the item has been added to your "development backlog" and whatever timeframe you want to assess to it.
* Be sure to exclude these JSM tickets from any kind of SLA.


Tags: cloud

jira

jira-service-management

jira-service-management-cloud

jira-work-management
internal note
Asked by Kamil Askerov:

When I migrate issues from Jira Software to

Jira Service Management , the messages with words - Internal note and thay not shows in portal. I make migration with Elements Copy And Sync . How to make the messages visible in portal?


Answers:
author: Jack Brickey
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5483207) , I performed similar action which I described in the post in the link below. While not a migration from JSW, the limitations are the same where the comment visibility is concerned. Ultimately I had to use the API to change comment to be public.

[Freshdesk-to-Jira-Migration-Importing-comments](https://community.atlassian.com/t5/Jira-Service-Management/Freshdesk-to-Jira-Migration-Importing-comments/qaq-p/1834747)

comments: author: Jack Brickey
body: Here are two other posts outlining how people dealt with the issue.

[Service-Desk-comment-visibility-on-JSON-import](https://community.atlassian.com/t5/Jira-Service-Management/Service-Desk-comment-visibility-on-JSON-import/qaq-p/1369325)

[Jira-Service-Desk-Scriptrunner-change-collaborator-comment-to-external](https://community.atlassian.com/t5/App-Central-questions/Jira-Service-Desk-Scriptrunner-change-collaborator-comment-to/qaq-p/1001886)


author: Kamil Askerov
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) thank you. Dosnt understand how to start and what to do. F e for 1 issue - how to Internal note make external , visible in portal? To much information for little (my opinion) problem.


author: Jack Brickey
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5483207) , There is not a simple solution to this I am afraid. For this reason, it might be best if you contacted your administrator to see if they can assist.


author: Luka Hummel - codefortynine
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5483207)

I'm Luka from codefortynine.

If you are willing to use a third-party app, you could try our [Deep Clone for Jira](https://marketplace.atlassian.com/apps/1218652?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2681962).

When configuring your clone in Deep Clone, you can check **Comments** under **Clone additional fields** to clone comments.

![image-20230824-152029](https://community.atlassian.com/t5/image/serverpage/image-id/331838iE6ACA15DC1156087/image-size/large?v=v2&px=999 "image-20230824-152029")

Deep Clone will clone comments in Jira Software Projects as public comments in Jira Service Management.

Read [here](https://documentation.codefortynine.com/deep-clone-for-jira/clone-comments?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2681962) for more information.


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to view the time spent field on my board
Asked by Neeharika U:

Hello Community,

I have the time spent field added to my field list but it doesn't show up on the issues. I tried all different options of adding it, removing and re-adding it but unable to still find it.

Any help here?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Neeharika U](/t5/user/viewprofilepage/user-id/5484093) and welcome to the Community!

Where are you expecting the field to show up? Have you tried the "Find you field" function?

![Screenshot 2024-04-25 125717.png](https://community.atlassian.com/t5/image/serverpage/image-id/320559i6867969395D7635B/image-size/large?v=v2&px=999 "Screenshot 2024-04-25 125717.png")

If you added it to the right screens, it could be a Field Config or Context issue maybe.


author: Valerie Knapp
body: Hi [@Neeharika U](/t5/user/viewprofilepage/user-id/5484093) , welcome to the Atlassian Community and thanks for your question.

Normally, you need to add 'Time Tracking' to the screens of your project in order to be able to log work and then view the time spent.

Please can you share an anonymised version of the screens you are using so we can give you a hand?

Cheers

comments: author: Theresa
body: How do you add time tracking?


author: Valerie Knapp
body: Hi [@Theresa](/t5/user/viewprofilepage/user-id/5517412) , welcome to the Atlassian Community and thanks for your question.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/329853i520C2DB81C7B49D3/image-size/large?v=v2&px=999 "image.png")

You can add the Time tracking fields adding them to a screen here in the Global settings, Issues, Screens section.  
Hope this helps

Cheers


author: Rebekka Heilmann _viadee_
body: Also, there is a global Setting for time tracking and the permission "Log work" in the permission schemes.

![Screenshot 2024-06-14 160619.png](https://community.atlassian.com/t5/image/serverpage/image-id/329940iA8F784F7F6CAC38D/image-size/large?v=v2&px=999 "Screenshot 2024-06-14 160619.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
We have a JIRA project "PDCOLLNEO" and default assignee of each ticket is Amit.Mehta We need if any
Asked by shivani shirguppi:

We have a JIRA project "PDCOLLNEO" and default assignee of each ticket is Amit.Mehta We need if any issue Type of (Bug and Other Request) and reporter is sysadmin then all such tickets must be by default assign to akhil.tayal please guide

How to do it in server?

without automation


Answers:
author: Sagar
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) If you are not using Automation for Jira plugin then to achieve this you either need a third-party plugin like JSU or Script-runner plugin to achieve this using some listener script. this is not possible with default functionalities provided in the workflow condition, validators or post-functions.

Can you let me know if you using any third-party plugin or script runner plugin

The high-level steps as mentioned below

Condition:  
Use a workflow condition that checks if the reporter is in the Jira system administrator group and issue-type is bug  
Post-Function:  
Use a post-function to assign the issue to a particular user based on your requirements.

Best,

Sagar


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue with Insight automation rules after upgrade jira to version 9.12.6
Asked by Pera Mitic:

I have issue with automation rules on insight jira in CMDB ,after upgrade automation not working , I getting error : /rest/insight/1.0/automation/rule/34/events/run; user: case.bot1 ERROR case.bot 590x2711177x2 dymgoz 172.17.26.192,0:0:0:0:0:0:0:1 /rest/in\>  
java.lang.IndexOutOfBoundsException: index is out of range 0..-1 (index = 0)


Answers:
author: Pera Mitic
body: This has been fixed , error was in main script in script runner , syntax was changed in script


Tags: automation

cmdb

data-center

insight

jira-service-management

jira-service-management-data-center
If I make auto assigning the ticket at some stage in the workflow. how will this affect the already
Asked by shivani shirguppi:

[If I make auto assigning the ticket at some stage in the workflow. how will this affect the already existing tickets?](https://support.atlassian.com/requests/PCS-277047/)


Answers:
author: Rik de Valk
body: Hi,

It will not affect any existing issue until the issue goes through the transition that contains the post function that assigns the issue.

Have a nice day! Rik


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we monitor number of objects for particular object type?
Asked by Dharmin Patel:

Hi All,

We have imported our AWS resources into JSM Assets (Data center). We want to monitor particular object type (VPC Links) to be monitored so that it does not reach our limit. Can we track/monitor the same and we get notification/email regarding it.

Thanks \& Regards,

Dharmin Patel


Answers:
author: Stefan Stadler
body: Hi Dharmin,

I am not sure you can achieve that with Jira base utilities as there is no way (as far as I know) to get the count of Asset objects returned by an AQL.

You could achieve this with a Groovy script similar to the following:  

```
import com.atlassian.jira.component.ComponentAccessor
import com.riadalabs.jira.plugins.insight.channel.external.api.facade.IQLFacade

IQLFacade iqlFacade = ComponentAccessor.getOSGiComponentInstanceOfType(IQLFacade)
String aql = "Type your AQL here"
iqlFacade.findObjects(aql).size()
```

As you can see the findObjects method returns a list of ObjectBean objects. So you can simply use the size method to get the number you want to have.

You would have to store the script in your instance directories so that you can refer to the script from an object scheme automation (Object Schema \> Configure \> Automation), set a schedule of your choice as trigger and use the Groovy script as an action.

That way it is possible for us to achieve similar things.

Hope this helps!


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Can't login with administrator account - not receiving security email
Asked by ANROS Group Support:

![Screenshot 2024-04-25 at 10.53.35 am.png](https://community.atlassian.com/t5/image/serverpage/image-id/320446i0D95F05A3D9F3A3C/image-size/large?v=v2&px=999 "Screenshot 2024-04-25 at 10.53.35 am.png")

Hi All, for some reason i can't login to Atlassian, Jira and JSM with my administrator email. The security email doesn't come through. Other emails are coming through and i've checked spam. My domain is hosted by google workspace. I also can't raise a ticket because you're supposed to do that from the administrator email. SCreen shows email is sent but nothing comes through. Can anyone assist?


Answers:
author: Harald Seyr
body: Hi [@ANROS Group Support](/t5/user/viewprofilepage/user-id/5483778)

Since you can login and post here, there is hope :-)

Please check if the info from [How can i contact support when I can't login?? (atlassian.com)](https://community.atlassian.com/t5/Confluence-questions/How-can-i-contact-support-when-I-can-t-login/qaq-p/808031) and [Solved: How to get support when you can't login!! (atlassian.com)](https://community.atlassian.com/t5/Jira-Software-questions/How-to-get-support-when-you-can-t-login/qaq-p/2476412) is still valid.

Basically, Atlassian suggests to use the "general inquiry" form and hope it is forwarded internally.

Regrards,

Harald

comments: author: ANROS Group Support
body: Thanks Harald.  

That form is not working at the moment.

"Support Service Connection Issue"

We are ISO certified so it's not a good look if we can't access our tickets.

<br />

Cheers, Sorna


author: Benjamin
body: HI [@ANROS Group Support](/t5/user/viewprofilepage/user-id/5483778) ,

You will need to contact Atlassian Support Directly to investigate why you are not receiving your reset e-mail. They'll be able to troubleshoot the backend error logs to investigate if there's an issue on Jira e-mail server side.

-Ben

comments: author: ANROS Group Support
body: hi Ben,

thanks but how do i do that? They don't allow me to message them unless i'm logged in with the admin email.

It's exactly what i'm requesting how to do.


author: Benjamin
body: HI [@ANROS Group Support](/t5/user/viewprofilepage/user-id/5483778) ,

You welcome. Can you use the e-mail you use to login to Atlassian community in order to raise a ticket? Is there another admin on your instance that can open a ticket on your behalf?


Tags: cloud

jira-service-management

jira-service-management-cloud