Kris Dewachter Community Champion

Hi @JZD , Can you check if the technicians have the permission to browse users ? Global Permissions --> Browse users and groups Best regards, Kris

Hi @Himanshu Sharma , Have a look at the API development documentation at https://developer.atlassian.com/cloud/jira/platform/rest/v3/intro/#about Best regards, Kris

Hi @Rosie Newiss , I would try reaching out to Atlassian Support. Maybe they can check in the logs what's going on with the user. If an admin can impersonate the user, then the setup seems to be fine. Best regards, Kris

Hi @Phil Mw , In the portal, you can only display the fields that Atlassian provides. SLA is not one of them. It's also not possible to display custom fields. Best regards, Kris

Hi @Shamima Essop , Welcome to the Community. In the configuration of the board you can determine which issues are displayed, based on the filter you have set. You could use the same filter for both boards. Or use different filters. Best regards, Kris

HI @Chandrashekhar Kavi , The layout of the filter list is saved locally. Each user is able to set for themselves which columns they want to see. Best regards, Kris

Hi @Himanshu Sharma , If I understand correctly, the users will not create stories or bug tickets in Jira itself, but in your application that you are creating. And the application will then create the issue in Jira via the Atlassian API. If so, there is no need for the user to login into Jira. Your application will…

What is the status of the user in https://admin.atlassian.com ?

Hi @Himanshu Sharma , Welcome to the community. Can you please explain again what you are trying to do ? You have build a custom application, and you want to integrate Jira with this application ? So it something is done in Jira, you want Jira to call the API of your application to do something ? Can you give an example of…

Hi @Monica , Unless you are using a 3rd party app, you can not publish changes from one environment to another. You will have to manually implement the changes on the production environment again. Best regards, Kris

Hii @Rosie Newiss , Do you have some more information concerning the issue ? * Is the user getting an error message ? * What exactly does he/she see? * How is the user created / managed ? Synced from AD by Atlassian Access ?

Hi @Tenzing Doleck , It doesn't get added automatically. If the reporter belongs to an organization, it is linked to that organization. You have to manually assign users to organizations. However, there is an option to do this also automatically via an automation rule. Please have a look at this article -…

Hi @박성민(학해) , Do you mean permissions on exporting Jira issues? If so, there is no permission you can set for that. Best regards, Kris

Hi @Yousuf Al Rawahi , So if I understand correctly, the first custom field gives you a list of all employees. Let's say I select employee "Yousif". In the second custom field, this also gives you a list of all employees, but in the "Filter Issue Scope" you say : "Give me all employees where manager = Yousif". So that's…

Hi @Yousuf Al Rawahi , Can you share screenshots of the specific configuration of the 2 asset fields ? Is the "Manager" attribute a reference to an AVU object? If so, you should be able to reference it like this : manager= ${customfield_11468} Best regards, Kris

Hi @a.chudchawinpond , Under https://admin.atlassian.com/ --> Settings --> Product Links, there is an option to change product links. However, the documentation states this is for Server to Cloud migrations. Since you are doing a Cloud to Cloud migration, I'm not sure this will work. Documentation can be found here :…

Hi @Logeshwari , You could create a scheduled automation rule that is triggered at regular intervals. The automation rule could find all unresolved tickets that are older than 2 days, and send an email or add a comment to the ticket. Best regards, Kris

Hi @Jason Sutherland , You could create an automation rule that is triggered by the transition to the "In Review" status. In the rule, you can use the "Manage Watchers" action to set new watchers to the issue. Best regards, kris

Hi @Danilo Simic , It depends on what you want to do in the automation rule. Like you suggested, you could find tickets that have their SLA paused by JQL command. "Time to resolution" = paused() If you use this in a scheduled automation rule, you could perform an action on these issues. Best regards, Kris

Hi @Jesper , Can you check the Global Permissions in Jira? Specifically the "Browse users and groups" setting. Maybe this single agent is missing a usergroup that allows him/her to browse the users via this permission. Best regards, Kris

Hi @ACN Helpdesk , Yes i mean the usergroups that you can access via "User Management" --> "Directory" --> "Groups". Once a group is created, you should be able to add existing users (customers or backoffice users) to the group (if they have an Atlassian User Account). Best regards, Kris

Hi @Kamil Askerov , There might be a delay in the execution of the automation rules. Can you check this page https://confluence.atlassian.com/jirakb/automation-triggering-rules-with-huge-delay-1299910387.html to see what the performance of the automation rules is ? Best regards, Kris

Can you check the "Audit Log" of the automation rule for which issues the rule was triggered and when. Maybe you can find the reason why the rule was triggered

Hi @ACN Helpdesk , There are multiple ways that would allow you to set this up. If your end-users are already assigned to a a user group per office, you could already use the "memberOf()" selection in your JQL to select the tickets created by members of a specific usergroup. Like you mentioned, assigning end-users to…

Hi @Chris G , Each queue has a "Filter By" JQL assigned. Can you check which filter is applied ? Maybe this filter is filtering out certain components. Best regards, Kris

Hi @Kamil Askerov , What is the trigger for your automations ? Are they scheduled or are they triggered by an issue event (Created, updated, ...) ? If scheduled, you can configure the timeframe by setting a CRON schedule in the trigger action. Best regards, Kris

Hi @[deleted] , Good to hear you have it working. If my feedback helped you, please feel free to accept the answer. This will surely help other community members. Best regards, Kris

Hi @[deleted] , I tried it with an automation rule and it seems to work like this : First get the request participant And then update the reporter : Offcourse this only works if there is only 1 request participant. And also, the request participant user must be registered as a customer. Are you able to set the request…

Hi @Alesandro Senerchia , There are some options to get the data out of the forms but it will require some research finding the correct elements. Have a look at: https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277 There is also a forms api you could use…

Hi @Darren Collingridge , It depends on what "Categories" and "Sub-Categories" is used for in your case. If no default solution is possible, there is always an option to add them via custom fields and use them for incidents, changes, etc .... Best regards, Kris