My request type link that applicants fill out on external site is not showing up on my Board to view

[Mandy Houck]

When a candidate clicks the link to submit their resume for a specific job opening that is posted on our Careers Page or on LinkedIn .. it would always show up as a Candidate in my HR Recruitment Project section where I can switch to interviewing, reject, offer job, etc.... up until recently.  In the last week I just posted four jobs, did everything the same as I always have.. but now I receive an email notification that they have submitted their resume, but they are not showing up in my HR Recruitment Project Board... I can only click "view work item" in the email notification I receive.. and if I want to change their status to reject, screening, etc... I have to move it to another project.. and then it will show up on my Board in the HR Recruitment Project.  I have no idea why it is not working like it always has.

[Trudy Claspill · Accepted solution]

Hello @Mandy Houck 

Welcome to the Atlassian community.

What type of project does this concern? Click the ... button next to the project name in the panel on the left.vthe pop up will include two lines of text at the bottom. What do they say?

Are you the administrator for this Jira system?

It sounds like your administrators have set up some sort of integration between LinkedIn and your Jira system, as that is not out of the box functionality.

Something may have changed in the integration configuration. Have you reported the problem to your Jira Administrators?

Or something may have changed in the configuration of the board. Are you the administrator of the Jira project or the board?

[Mandy Houck]

Our Jira Administrator no longer works for our company... he left two years ago.. and I have not had an issue like this up until this past week.. I have always been able to create a Request Type in my Open Positions Project.... add the Form to that Request Type.. then View it in the portal.. and that link is what I give to our Team to post on our Career Pages on our Website.  Once our website has been updated.... I can then add a job on LinkedIn, etc...  When a candidate would submit their information .. it would always appear in my HR Candidate Project on the List as a new Candidate... and then I could review their information and determine if we want to Interview, Reject etc.. and I could choose what options I wanted. 

When I click on the ... next to the Project Name.. the two lines at the bottom say "Service Space Company Managed"... I am not sure what that means.

It is odd that this is just now happening... It has always worked for the last few years up until last week...

[Trudy Claspill]

If your company no longer has anybody with Administrator permissions to your Jira instance that could make it difficult to debug this problem and any other problems that come up in the future. I advise you to contact your company's technical support team to raise that concern and confirm if it is true.

Regarding the information from the pop-up:

1. It says "space" because Atlassian has updated the terminology. Projects are now called "Spaces.
2. "Service indicates it is a Jira Service Management type of Space. This tells us the type of functionality that is supported in the Space. Other options could be "Business" or "Software".
3. "Company-managed" tells us about how the configuration elements of the space are managed, and the types of permissions requited to manage them. The other possible value would be "Team-managed".

I think I may have misunderstood part of your scenario.

When you add the job on LinkedIn, where is the candidate directed to go to submit their information?

Are the candidates being directed to your Jira instance to submit their information?

Can you provide a full screen image that shows "my HR Candidate Project on the List as a new Candidate"? Please obscure confidential information. I'm asking for a full screen image of the browser tab so that I can get context on where the data is displaying within Jira. In your initial post you said a "board", but you have also said "list", and these terms are used in Jira for to refer to different ways to view information. I'm trying to ascertain where you expected the information to display so that I can determine the next questions to ask to try to debug the scenario. Here are some examples of views that I have in a Service Space in my sandbox:

Queue listing requests:

Board view within a Service space

Seeing the navigation panel on the left at the top of the screen will help me understand the context of the screen(s) you are viewing.

[Mandy Houck]

When the candidate applies for the job..whether on our Company Website... or on LinkedIn... they are directed to our Company's website.. the Careers Page.  
https://www.gempharmatech.com/about/careers.html 

They click the position they want to apply to.. and it takes them to here which is in Jira.  (screenshot below)
https://gempharmatech.atlassian.net/servicedesk/customer/portal/5/create/121  



This is the screenshot when I am in my HR Recruitment Space:  


I circled where candidates that had applied for jobs.. used to appear.... now it's empty.. but I am receiving emails from Jira that individuals have applied.  Below is one email I received ... you will notice the Work Type is "Application".  



This candidate is not showing in my HR Recruitment... but if I go into the actual email itself.. and click on "View Work Item" at the very bottom... It will take me to their information... where their resume is, etc... and I can review it.... but it won't allow me to choose "Interviewing, Screening, Reject, etc."  It just shows "Received"...



If I want to have this candidate's information show in my HR Recruitment Project I realized I need to click the ... and select "Move"... and then from there I can move it to the HR Recruitment Project.. and once I do that.... then I can go into that HR Project (Candidate).. and the candidate will appear on the Board.. and then I can "Screening, Reject, etc"

Once I move it from the Open Position Project to the HR Recruitment (Candidate) Project.. it appears on the Board... and then I can select and the above picture is where it takes me... 

I know this is alot.. and I may not be explaining it in the best way.... but I have never had this issue before.. and I have not gone into any settings and changed anything.. I am the only person that creates jobs and works in the Jira system...

[Trudy Claspill]

Hello @Mandy Houck 

Thank you for the detailed explanation and screen images. That is extremely helpful.

What I see is that this concerns two separate projects (spaces) in your Jira instance. There is the Service space named "Open Positions" into which the candidates information is initially added. There is the second space named "HR Recruitment" where you are used to seeing and working with the information.

There is some custom process in your Jira instance that would transfer the information from the Open Positions space to the HR Recruitment space.  Jira is not designed to make that transfer on its own. Somebody created a custom process to do that. It appears that process has stopped working.

There are multiple ways that custom process could have been set up using other natively available Jira functionality; custom Workflows or Automation Rules are two methods that are typically used.

If you are not aware of that custom process and if Workflows and Automation Rules are not concepts with which you are familiar, than it is likely that you don't have sufficient access to view the pages necessary to debug the process. But let us find out.

In the upper right corner near you avatar do you see a gear icon? If so, when you click on that what options do you see? That will tell us if you have the administrator access needed to debug this process further.

[Mandy Houck]

Well it looks like I do not have access..... Because the Administrator is no longer with us.. do you happen to have a customer service contact number I can call.... I haven't been able to find a number or way to directly communicate with Customer Service...

[Mandy Houck]

For now I guess I will have to go into each email sent to me by Jira... and then move it from one project to the next..... so that I can reject/interview, etc....

[Trudy Claspill]

There is still a possibility you have sufficient access.

When you click on the ... button next to the "Open Positions" project name do you see an option for Space Settings?

If you have that option, click on it. Do you then see a new panel on the left with an option named "Automation"? 

If so, click on that.

If the custom process has been managed by Automation Rules it is possible that the rule was set up in the Open Positions project. If that is the case and if your are an Administrator for that project you might have enough access to address the problem.

--- Contacting Atlassian:

Atlassian doesn't generally provide telephone support as the first method of contact, except for customers on Enterprise plans. They want customers to contact them through support case submissions first, and that may lead to a telephone or video conference conversation.

There are multiple types of admins associated with Atlassian Cloud products. App Admins have the ability to manage the settings of individual apps like Jira and Confluence. For each customer these apps reside within an Atlassian Cloud Organization. Organization Admins have administrative access over the entire Organization and the apps within it. There may also be Billing Admins/Contacts who receive information about the billing/invoices for the app subscriptions.

Have you checked within your company to find out if there is still an Organization Admin or Billing Admin/Contact for your Atlassian apps? If there are people with those roles, the Organization Admin would be able to help with debugging this problem. If there is no Organization Admin but a Billing Admin/Contact is still present, they can help with contacting Atlassian to make sure that another person within the company is granted the Organization Admin role.

If there are no people that have those roles assigned, then your company can complete the form at the link below to contact the Billing/Licensing/Purchasing support team for Atlassian to work with them to get other company members established in those roles. Atlassian will require the company to provide some information during that dialog to confirm that the contact is a legitimate representative of the company that owns the subscription.

https://www.atlassian.com/company/contact/purchasing-licensing#/

[Mandy Houck]

You have been sooo helpful!!  I was able to click "Automation" and this is what pops up.... Is this the screen where I can make the applications that are submitted automatically go to my HR Recruitment Project?   When I click on  .. this is what shows:

Then when I click on "New Application Confirmation Email" .. this is what I see

[Trudy Claspill]

Unfortunately, that is not the process that transfers to data to your HR project.

The first page shows Automation Rules that are set up to run only for the Open Positions project. It shows just one rule. The second page is the details of that rule; when a new issue is created in the project, send an email.

There might have been a rule that caused the data to transfer, but in fact there is not. Or it was constructed in a way that it doesn't show in this area.

On the first page is another option below Automation named "Legacy Automation". That is another place where rules might exist. Can you click on that and share the results?

Another thing we can check to try to debug this is one of the older issues that did appear in your HR project 

If you look at the History section of the issue and review the earliest entries, if the issue was moved to the HR project then you should see an entry showing that the issue key changed. 

Instead of being Moved, it may have been cloned. There would not be an issue key change entry in that case.

You can also look at those early History entries to see who is listed as executing the creation of the issue. That may provide a clue about who was responsible for the transfer process.

Another thing to look at to see if the transfer was caused by an Automation rule is the Automation panel in the HR issue. When viewing that older HR issue look at the boxes on the right. Expand the one named Automation. Then click the Refresh button in it. Automation Rules that touched the issue should be listed.

The above steps help only if an Automation rule was involved. There are other ways the HR issue could've been generated, but those would take Jira Admin permissions to access.

[Trudy Claspill]

Hello @Mandy Houck 

Were you able to use the last information I provided to get any further along in diagnosing the problem?

Were you able to get assistance from Atlassian in identifying a current admin for the system or getting another person set up as an admin?

[Mandy Houck]

Hello... Happy New Year!  I was able to find the admin for our account.. and have spoken with him.... we are working on figuring out the issue..... the information you have provided me was extremely helpful to him.... thank you again!!!

[Trudy Claspill]

That is good news!

Do you or your admin have additional questions on this topic?

A couple of other ways that the HR issue could've been generated could be:

• through a multiple-project scoped Automation Rule, which you would not see in the Automation list with your limited access.
• through customization of the workflow
• through other functionality provided by a third party application, such as the Listeners feature from ScriptRunner

If you don't need more assistance with this issue, and if my responses have helped you address the problem, please consider clicking the Accept Answer button above my responses to mark your Question as Solved. That helps others searching the community find posts with validated responses.

[Mandy Houck]

Thank you.. I will pass this information along to my IT Department who is our Administrator..... hopefully we will be able to figure this out... I appreciate you taking the time to assist!!!