Velizar Borisov Community Champion

Hi there! Jira Service Management's licenses are based on the number of agents that are used across the Service Management projects you have. Those agents are actually the one who are allowed to work on the requests (change statuses, edit and even see some of the fields). That's why some of your users see all the fields…

Just try the support page here : https://support.atlassian.com/ If you don't find anything useful in the documentation you can scroll down to the end of the page and hit the "Contact Support" button which will get you to a request form. Hope that helps!

Hi again, In a standard Jira project you'll have an additional permission for setting the security level and a separated Issue security scheme, which is responsible for the values in the Security level field. Unfortunately, both of those settings are not available in the lightweighted next-gen projects. Furthermore,…

Oh, got it. Unfortunately, I'm not sure if that's even possible as Jira and Confluence are separated tools, despite the integration between them. I would recommend you contacting Atlassian's support for that case. They should be a bit more useful than the whole community for that particular one.

Hi Kristin! I think the Confluence "Jira macro" is what you need. This will provide you the fields from the tickets you need and every time the Jira ticket is updated - the macro will be updated too. Please check the following piece of documentation for more info. Best regards, Velizar

Hi Bilijana! Just try to update the "Security level" field instead of running a JSON.

It is possible to achieve that just by editing the filters of your queues. For example, in your queue where you have the criteria of [ "Customer Request Type" = Incident] , just extend it to : ["Customer Request Type"= Incident OR "Summary" ~ 'Incident ']. This will help you to catch emails with the word "incident" in the…

Hi Lee, Email created requests have only Summary and Description fields filled, which represent the email's subject and body respectively. How do you determine which email is for incident, problem, service request or change request queue? 

Hi Saikiran! I will also check how often Bitbucket makes it's backup to the server. By default, it is once or twice per day, which floods the storage space of the server. Also, you can think of changing the backup method you are using. For example, make backups of the whole server, instead of just the Bitbucket as a…

Somewhere in those links I've provided you there was some information about that. The 1001 execution of the rule just won't pass and it I guess it will send you an email for the fail. 

Can you please provide a screenshot of the actual error? I have some doubts it may be a permission problem.

Hi there! This sounds like a bug to me. When I try to query against the "Epic link" field I do get some results. You can also try using the "Parent Link" instead. Hope that helps, Velizar

Hi Jim! I was currently researching for some more information about the Automations too. Let me try to give you my answers on your bullets: * Automation was (not very) recently acquired by Atlassian. It used to be a separated addon, but now it is part of Atlassian's Jira and comes out of the box. That's why it is not part…

Hi there and welcome to the community! Putting someone in the restrictions tab of the page wouldn't be enough. You will have to grant them permissions to Add pages in the permissions tab of you space settings. You can imagine this as first giving permissions in the space and then addings some additional restrictions.…

Hi Clare! Using a shared account is not recommended for couple of reasons (mostly security ones). You can give your business users access directly to the board instead. In order to do that, go to your board's settings menu and check which users have access to the filter of it. Don't forget to grant them permissions to see…

Hi Alexander! Have you enabled the "API" scope for the Jira application? I remember when we set up our connection between Jira and GitLab we used the following video on youtube. Hope it will help you too. Regards, Velio 

Hi Nick! That's correct. Licenses in Jira Service Management are counted towards the number of agents you have. That's the list of users who are part of the "Service Management Team". Only those users are able to work on issues, respectively to become assignee. In order to give users permission to raise requests, you…

Sorry to confuse you! ScriptRunner is an additional app and installing it will give you the functionality for enhanced searching. However, it seems like Adaptavist (the company that is behind ScriptRunner) is developing a separated app for Enhanced searching and you don't need to buy the ScriptRunner to have it. Here's a…

Yes Maha, you are correct. Only issue operations (create, edit, s.o.) can trigger an automation. Also there is a limitation for the automations that can be executed Premium users have 1000 global and multi-project rules per paid user per month. (i.e 200 users in Jira Cloud Premium will have 200,000 monthly…

Actually, you can automate the labels input too. Just use the "Issue linked" trigger for a start and "Related issues condition" for additional condition to check if the ticket is in Project 2. Then for an action select "Edit issue" and add the label you need. If you decide to use ScriptRunner's Enhanced Search addon you…

Hi Sharona! If you are "ScriptRunner Enhanced Search" user it would be pretty easy to create such a complicated query. Just use the "linkedIssuesOf" function. In case you are not, you will have to check for something common between issues in Project 1, that you don't need to show up and exclude them. If there's nothing you…

Hi there! Unfortunately, the exact functionality you described is not available in Jira. However, if you have Confluence as a wiki tool, you can use it to link your sprint reports to the retrospective page in the it. For more info check the following page. Best regards, Velizar

Hi Maha, and welcome to the community! New epics can be created with the Automation add, yes. Furthermore, they can be linked to the ticket, that triggers the automation. Of course if you provide some more info about your usecase you can receive a bit of handy ideas here at the community. Best regards, Velizar

Hi Ofer! Welcome to the community :) If you have access to the project and can see other tickets in it, check if there's an issue security scheme applied. This additional scheme helps users to setup additional permissions on each ticket. More can be found here. If that's not your case, probably the ticket has been deleted.…

Hi Sandhya, If you have created a standard software project (not a next-gen one) you'll be able to change it from here : https://<your-domain>.atlassian.net/plugins/servlet/project-config/<your-project-key>/issuetypes For the next-gen projects is even easier. You will just need to go to Project settings > Issue types and…

Hi there, You can use the newly added Automation for Jira addon for your needs. Just try the usecase that is described in the following article. Hope that helps! Besties, Velizar

Thank you guys, I've found those toggles as well, but I thought they are is separated one for Editing stuff around. Will play around with them, thanks again! Velizar

Hi there, The easiest way I can think of is to add a post function to assign the issue to current user (the user who performed the transaction). Therefore, the assignee will be used as a such field. Probably you can use the "Update Issue Custom Field" as well and select your user picker custom field to be edited with the…

Hi Mark, Thank you for the pretty fast response! Your answer definitely help! However, I'm struggling to find the option to make objects read-only in the roles section. Can you please advise me were should I look? And in addition, is it possible to make Stories and Epics read-only, but leave other objects editable? I guess…

Hi Kate! Can you please provide us some more info what will happen with teams which are already having both OpsGenie and Jira Service Desk as different tools? Do they have to migrate to the Jira Service Management and how the payment will change? Thanks in advance, Velizar