Jira Service Management Cloud Knowledge Base
- How to Create Service Management Issues without an Email Body
- How to restrict customers access to specific projects only in Jira Service Management
- How to manage access to your Jira Service Management
- How to add Watchers or Request Participants during issue creation
- How to troubleshoot customer notifications in Jira Service Management Cloud
- How to troubleshoot issues with request types
- How to set the Request Type when creating an issue using Jira REST API in Atlassian Cloud
- JiraService Management > JQL for Initial Response completed() appears to be wrong
- Jira Service Management queue is blank
- Limit Jira Service Management project visibility to customers on portal
- How to add an attachment to a Jira Service Management Cloud ticket using the REST APIs
- SLAs in Jira Service Management are missing or disappear
- Automatically set Customer Request Type When Issue is Moved or Created via Jira
- Automating creation of Jira Service Management linked issues with other projects
- Clear the resolution field when an issue is reopened in Jira Cloud
- Internal users showing duplicate on user picker fields
- Jira Service Management agents license count seems to be incorrect
- Replies to Jira Service Management tickets result in duplicate tickets
- Jira Service Management shows 500 error on Help center / customer portal
- RFI for Jira Service Management
- Selecting an automation template from the library results in an error
- How to change Jira Service Management customer email address
- Opt in to receive notifications for Organizations
- Emails sent by customers are "Rejected" by Jira Service Management mail handler
- How to create and link remote Jira issues using automation
- How to automate roster based assignment using project automation
- Messages being reprocessed multiple times by Microsoft/Office 365 JSM mail handler
- Opsgenie not receiving heartbeat emails due to case sensitivity
- Unable to invite JSM customers. Email processing from new customers also fail with error - "Signup is not currently available"
- How to prevent users from selecting previous or past date in date type custom field
- Getting 403 error and “The value could not be saved” when setting Request Type
- Unable to add or invite a Jira Service Management customer
- Getting error "This project isn’t available" or infinite loading when accessing Jira Service Management project settings
- Transition names don't appear when transitioning issues statuses
- Unable to add Organization due to missing "Share with" field while raising a request in customer portal
- Set up JSM mail handler to only allow comment on existing issues but prevent creating new issues from emails
- Jira Cloud Automation is missing or getting 403 Forbidden error when trying to access Jira automation page
- How to export report data details using issue filters
- Jira Service Management customers do not receive notifications after migration to Cloud
- Jira Service Management customer receives wrong notification when the issue is closed/resolved
- SLA keeps counting for closed issues imported via CSV
- Short wait time when receiving Jira Cloud email notifications
- Why DNS checker for setting up custom domain email address still "Unverified"
- How to hide request type from customer portal for team-managed project
- Jira still sends notification after removing recipients from "Issue Closed" event
- How to get total time logged into an issue using Automation for Jira
- Users who log in with Azure AD SSO are getting the "The signed-in user XXXXXX is not assigned to a role for the application" error
- Unable to see the Jira Service Management Organization in the customer portal under "Requests"
- Unable to add/find a field in Request Form under Request types setting
- How to use JSM Customer's Organization information in Automation rules
- In the automation, parallel execution of the branches (to main thread) can produce incorrect/unexpected outcome
- Getting "The user to run automation rules is misconfigured" error for Jira Service Management Legacy Automation default user
- Create service request action in Automation doesn't work and gets stuck in loading
- How to restrict Jira Service Management customer to comment once the ticket is closed
- Automation rule fails with "Error transitioning issue" even though transition completed successfully
- How to edit/rename labels in Jira issues
- Automation: Bulk delete portal customers
- Automation: Issue inactivity follow ups and closure
- How to calculate the time spent on each status and total time on the issue
- How to simulate a delay/sleep function in the automation
- Customer is not receiving invitation emails when invited to a Service Management project
- Jira Service Management customer cannot submit new tickets from the portal
- Replacing the system field "Description" in order to have a custom Description field with a default value in customer portal request forms
- How to add Jira Service Management customers automatically to Organization based on reporter email domain
- Troubleshooting bounce emails from bounce.atlassian.net
- How to change Forms / ProForma Due Date formats
- No customer email notification received from Subtask in Jira Service Management project
- Getting "We couldn't create the new mail channel as there is a configuration issue with the request type assigned for the email requests" error while enabling Jira Service Management mail channel
- How-to update Issue Security levels on new and existing issues
- Unable to search for list of Jira Service Management customers in portal
- Email request connectivity log showing failed due to "Rate Limited" status and the details are "Error during HTTP request"
- Error displayed when trying to categorize KB articles
- How to add/update/remove Request Participants using Automation for Jira
- How to add the sender of an external email as a request participant using automation
- Jira Service Management project displays unwanted customers in customer section
- Disable portal automatic responses about status change on the customer portal under Activity
- Manually mapping discovery data: Data source column shows error "The data locator is required"
- Automation rule fails with "The rule actor for this rule is missing some required permissions" or "Ensure that the rule actor has permission (including issue security levels) to see issue and perform transitions"
- How to send JSM form PDFs as an email attachment to specific users using automation
- JSM REST API call fails with error "The request type you are trying to view does not exist"
- Unable to assign tickets to Jira Service Management agent with "Issue could not be updated" error
- How to create a filter to list requests from different projects
- How to revert a Custom Field value when edited by unauthorised users using automation
- How to close Opsgenie alert when corresponding JSM issue is deleted
- Error while inviting new users to cloud site "You've reached the maximum number of users for one of your products. To add this user, upgrade your plan."
- How to add logo in customer invite email notification
- How to change 'Created' and 'Updated' fields location in new Jira Cloud issue view
- How to set up an Approval Stage for when a ticket is re-assigned
- How to create Confluence page automatically with Jira issue content once Jira issue created
- Create linked issues with non required custom fields using automation
- How to download email processing logs for JSM email handlers
- Error message in JSM incoming email logs: "Sorry, self-signup is disabled for this help center. You need to be invited first"
- Agents and customers are not able to raise requests in a JSM project via any channel "The default assignee does NOT have ASSIGNABLE permission OR Unassigned issues are turned off."
- Setup Issue security level to work with the Request participants on JSM issues using Automation
- Copying an existing notification scheme and associating it with a project
- Breach time not found in SLAs
- Opsgenie not available under the product switcher button at the JIRA navigation bar
- How to disable comments on closed issues in Team Managed projects
- How to allow customers to edit the Jira fields of their portal request using Forms
- Show request types from all connected projects as an available option when creating a JSM Chat Request outside a Request Channel
- Send notification to previous Assignee when assignee changes on a Jira issue
- Allow Customers to reopen issues only within X days from resolution
- Restrict Agents access based on Issue Type
- Rolling SLA to track if an agent made a comment/update every X amount of time
- Unable to create Company Managed Projects for IT service management Templates
- Automation rule failing with the error 'You are currently not a member of the project role: Service Desk Team. (commentLevel)'
- Unable to change Issue Security on an existing issue
- Not able to view and configure Jira Service Management project settings as a site admin
- Add a group to Service desk Customer role in a team-managed JSM project
- Unable to change the signature displayed on customer notifications
- Jira Service Management customers are visible in the dropdown of the reporter field despite not having access to the project
- The customer notification to be sent only to Requester and Request Participants when an Organization is added during issue creation
- Unable to filter tickets using Request Type field
- Measure Time to first response SLA for reopened issues in a JSM project
- Issue cannot be created in JIRA using the Create issue button without any validation errors
- User picker field was not updated by Automation despite status show Success
- Custom field description not visible while creating a new issue for Jira service project
- Automation: How to compare smart value with list of options in Advanced compare condition
- Problems when adding a new language in Language Support settings
- Jira/OpsGenie: Change OpsGenie notes to internal comments in Jira
- Some fields are missing on the issue view for a few tickets even with correct field and screen configuration
- Unable to search knowledge based article even though the article exists
- Why are the Request type name, description, and field names showing a different wording from what is configured in the project
- Why is the Portal name showing a different wording in the Customer notification from what is configured in the project
- Update Opsgenie alert priority when the issue priority in Jira is changed
- Resolution field is showing different value after the issue is transitioned or closed
- How to add attachment in Jira Service Management portal request
- How to transition to the previous status of an issue using automation rules in Jira
- How to make a field required before closing the issue
- Delete unwanted attachments from JSM requests using Automation
- Receiving error "Please provide a valid value for field 'Approvers'" when trying to set a user as approver
- Attachments not viewable on Customer Portal
- How to limit the number of digits in a custom field
- Order for custom field contexts is cascading
- Jira Cloud email notification suppression list and why users don't receive email notification
- JSM/OpsGenie: How to create Jira issues when receiving an incoming call
- Customer can't add comment in Customer Portal
- JSM/OpsGenie: Set the request type for Jira Service management issues when issue is created through an Opsgenie alert
- Add Affected Services on Opsgenie alert and update the same on the JSM ticket
- Emails are not processed into comments or new requests in a Jira Service Management project
- Display the actual time or elapsed time of SLA's using Automation
- Replying to email notifications from the automation rule to be added as comments to existing issues
- Email all Public/Internal comments to the reporter while closing the ticket.
- Automation rule failing with error -"Field name is not searchable, it is only sortable"
- Users added in CC are not getting added as request participants to the request
- How to configure Default Approvers for Request Types?
- Creating an automated system to raise a support ticket in Jira Service Management whenever an automation rule encounters a failure
- Jira ticket is not getting created from the outgoing automation rule set in JSM-Opsgenie integration
- How to copy comments from the original issue to the cloned issue
- Display Jira issue status or any other field values on Opsgenie Alerts
- Portal customer account profile card showing error
- Add Organizations Button is not visible under Customer Section.
- How to change the issue key counter to a desired number
- How JSM customers with an Atlassian account can view Confluence pages without having a license.
- Atlassian generated icons and avatars are removed when part of an email attachment
- JSM/OpsGenie: Move Jira Service Management issue to a certain status other than Done when corresponding OpsGenie alert is acknowledged or closed
- Emails to OpsGenie displays Chinese characters in alert description
- JSM/OpsGenie: How to disable OpsGenie responder alerts
- Unable to find Customer in the project customer section
- How to find smart value of SLA component of JSM issues
- How to add validator on forms via workflow or automation?
- Verifying if a URL name has been used when creating/renaming a Cloud s
- Unable to link a form to change management
- How to disable customer notifications for a specific transition?
- Create service request in Automation with hidden fields in the Request Form
- Add Customers button is not displayed for the agents
- Automatic issue creation from Slack is not working in JSM Chat
- Adding new Slack Workspace for Incident Management results in "We couldn't connect the workspace" error message.
- Acknowledge Opsgenie alert when Jira Service Management issue status updated to In progress
- How to add Jira ticket link in the description of Opsgenie alerts
- How to export a list of teams and the team members in Opsgenie
- How to enable/disable Major Incident or check if this field is enabled using Jira automation.
- Email responses from customers are showing with "[if gte mso 9]" in issue comments
- Proforma Migrator system user
- Unable to set the the issue type hierarchy of Epic issue type if created manually after a deletion
- SLA's are being paused as soon as they have started.
- Unable to transition issues due to misconfigured User Property custom field
- How to troubleshoot common issues with SLAs?
- How to send a notification or transition the issue on the date specified in a custom field using automation.
- How to use automation to recalculate SLA on a specific issue/ subset of issues?
- Jira automation to delete forms on an Issue
- How to export JQL filters to Google Sheets using Jira Cloud for Sheets for data analysis in Jira Service Management
- External Customers are able to add Internal Comments to tickets
- Send Satisfaction Survey at any point of time
- Dynamic Alert fields for Parameter value in Opsgenie Actions
- Invalid format error thrown when adding Holiday Date to SLA Calendar in Jira Service Management
- JSM/OpsGenie: Getting 400 error on creation of Jira Service Management issues when an OpsGenie alert is created
- JSM/OpsGenie: Create an alert/Incident in OpsGenie when an incident is marked as Major in Jira Service Management
- How to allocate the 'Jira Service Management - Customer' role in bulk?
- Automatically set project creation date with project properties
- Cloning issues with Issue Security Scheme levels via Automation
- How to setup on call in customer portal
- Select Approvers automatically based on a field value in Jira Forms
- Automatically reassign issues of agents who are on vacation
- Automatically reassign issues of agents who are on vacation with user properties
- JSM/OpsGenie: Assign Jira issue to the user who acknowledged the alert
- Opsgenie Zscaler Integration
- Jira/OpsGenie: Getting 400 Bad Request Specify an issue type error in Opsgenie
- CNAME records remain unverified even when correct values are added in the domain provider page
- Creating a data connection to use in Forms throws 404 errors
- Automatically remove issue reporter from Watchers when moving issue
- User cannot find the option to create company-managed project
- Jira Automation: 403 - Forbidden when opening email attachments sent to Customers
- Add comments that match specific text to issues
- Custom field values do not show up as options in Automations or cannot be searched via JQL
- Jira issue search List View is not showing results
- Forms: Automation to Change the Visibility of Jira Forms on Issue
- Forms : Display the Jira Form in users preferred language
- Automation : Copy custom field values between subtasks and parents
- How to Restrict Access to Queues in Jira
- Using Cloud Storage to migrate attachments in Jira CSV import
- Custom user picker field used in Jira Form doesn't honor the filter
- Unable to get Affected Services value in Jira CSV export
- Image attached to a page in Confluence space is not visible to customers in KB articles when added in the footer
- Disable the invite user option from Jira App on Slack
- How to close Opsgenie alert when corresponding Incident issue is resolved or closed in JIRA Service Management
- Customers not receiving email notification when changing internal comment to public comment
- How to send notification when bad customer satisfaction received in Automation
- Error while connecting Microsoft Teams to Service Project
- How to assign portal access to provisioned users/groups from AD?
- Alerts created via Zabbix integration shows Default API as the name of integration
- Priorities under dropdown are not updating in issue view
- Updating user's project role fails with error "Something went wrong. Try again"
- How to make a column clickable in Jira queues
- Users are unable to view/download attachments from email notification
- Unable to update "Request type" using Automation rule, getting error "Field 'customfield_xxxxx' cannot be set. It is not on the appropriate screen, or unknown. (customfield_xxxxx)"
- Understanding How to Use "Application Access" Permissions in Jira Project
- How to input data within tables in forms?
- How to escalate or internally assign a JIRA Service Management ticket to a non-agent licensed user in Jira Service Management
- How to automatically transition parent linked issue when all child linked issues in the same status using Automation
- How to set the Request type for Jira Service Management issues when importing from CSV
- Creating a Zoom meeting throws error: You've already added Zoom. Reload the page and try again.
- Agents cannot add new customers to Jira Service Management projects.
- How to manage Public Holidays in Opsgenie to avoid routing the Alerts
- "We couldn't replace the workflow" error thrown while trying to change the issue type of change management request type
- How to export jira issues to PDF files
- How to parse issues' description using Automation?
- How to use "Current issue vs Trigger Issue" for "Create or Edit Issue" action in the Jira automation
- Link Request Participant field to multiple form fields
- How to create a customer ticket follow up process in Jira Service Management using Automation
- Forms not adding to issue via automation
- Customer not added to the project are able to view the portal for the project with restricted access
- JSM/Opsgenie: Display opsgenie alert link on Jira Service Management issue that got created via Jira Service Management cloud integration
- JSM/Opsgenie: Filter alert based on the Responder team in opsgenie and create an issue in Jira Service Management.
- Email does not arrive at project email.
- Use additional data from the Affected Services field in automation rules
- Agent is unable to access projects on Mobile Application
- Identify requests created on behalf of reporter
- How to find issues that have Confluence pages linked to them using JQL?
- Resolution Field Not "Updated" When Closing Ticket
- Assist App message: Your Halp trial is over. We have notified your Halp Admin
- Incorrect display of issues in 'Done' Status on JSM Board
- Known problems with viewing requests on the customer portal
- Limitation in retrieving select list field type values from Jira service management Forms via Automation
- Jira Service Management Access Granted to Trusted Users Without Default Groups assigned
- Jira Form fields are not visible or are displayed incorrectly on the customer portal
- How to Pull long date(eg: February 20, 2023) from Summary of an issue using Jira Automation
- Querying JSON data in Jira automation
- Forms: Using Automation to notify a user when a form has been submitted on an issue
- How to set up the "Comments" field as mandatory when changing fields such as Priority
- Sharing Jira filter with a user group via API fails with error "You do not have permission to share with Group"
- How-to find the correct Form ID to perform actions on a form associated to an issue.
- Google ReCaptcha error when submitting new ticket from the customer portal.
- Email request connectivity log showing failed due to "Rate Limited" status and the details are "Could not retrieve access token for connection"
- Receiving an error while adding organisations in service projects
- Automatically sharing a new ticket with a specific Organization and add the reporter as a member of the Organization
- Displaying JSM customer details in the issue view.
- How to copy a version from a project to another project
- Troubleshooting why an internal Jira user did not receive a notification in Jira Cloud
- Getting "Could not parse AmazonRds message content. It is expected to be JSON. Discarding!" error
- Getting "Failed to Load" error when copying comments from one issue to another using Automation
- Receiving an error - "We couldn't start your import. Make sure your file has a column with "Email" as the header" while importing customer details.
- Set 'Reporter' Field Value Based on Actual Reporter: Retrieving Email Addresses from Issue Description or Custom Fields through Email/API"
- Application installation fails with error "We are unable to process your request as there is no default group in Jira cloud product access. Please review and create a default group for each product."
- How to create generic table with ticket data in multiline text field using automation.
- Display recently executed list of automation against individual issue
- Project Queues in Jira Service management are empty and not showing any open tickets.
- How to update the list of linked issues into a multiline text custom field.
- Custom field not listed for 'Create issue with a request type' automation.
- Incorrect date/time format in exported issues
- Custom field permission errors with Jira Webhooks
- JSM Email handler throws "Current user is not active" for some users
- How to use regex to set validation for a number input on a form field
- How to use Request types in Workflow Conditions
- How to remove "Learn more about" section from customer portal
- Unable to select existing Project to Share settings when creating a new company managed project
- How to store a CSAT comment in a text type custom field using Automation
- How to use transition names as an automation trigger
- Unable to set "Assignee" field as Optional in field configuration
- Email fields gets "no subfield found" when using Jira Cloud for Sheets
- How to enable Jira Push Notifications on Jira Mobile App (Android, iOS)
- Error uploading CSV file for Jira Service Management Assets import
- Queues in Jira service Management don't sort by certain fields.
- How to use Request type in Automation rules when Language Support is enabled for a Jira Service Management portal
- Restrict access to issues based on a custom field value using Automation
- Export of Customer Satisfaction Rating and Comment via API
- How to assign tickets to groups using automation
- How to create an 'Approval completed' notification through Automation
- How to prevent Opsgenie comment on Jira Issue as part of Alert Action
- How to Modify your Workflow to allow issues to be reopened
- Issues are not visible on the customer portal due to deleted request type
- Customers are unable to see issues in the "My Requests" tab in the Help Center
- How to set and get user properties in automation
- Filter Results displays issues in Red colour.
- Data connection throws 498 HTTP response with error "Invalid JSON document"
- How to log/notify admins when an issue is deleted using automation?
- Issue created using Assist on Teams is created in Halp but not Jira Service Management if a custom field value exceeds 255 characters
- How to copy issues using Team-managed fields to another project using Automation clone action.
- Update Message or Description of the Alert automatically in Opsgenie when the same is updated on the Jira ticket
- How to find Jira Cloud for Sheets subfields
- Jira and Jira Service Management DMARC settings
- How to import new customer details in JSM
- Broken icons in Jira Sandbox Environment
- Multiple Slack workspaces listed in JSM Chat settings
- How to use Request type Field or Affected services field in Jira Gadget/Reporting
- Automation: Set default Organizations and Request Participants in Service Desk request.
- Add Users from Asset attribute to request participants
- Receiving error in JQL search : "The option 'XXX' for field 'XXXXX' does not exist"
Last modified on Nov 9, 2020
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