Andy Heinzer Atlassian Team

Hi Juan, I was not able to recreate this problem. I believe this is a relatively new feature to Service Desk, but I have not found any bugs yet reported about this. I suspect there is something different about your environment that might be causing this. To better investigate this, I created a support request for this…

Hi Karla, I followed the steps in that KB, and when I did this I found that this field renderer was changed for me when editing the field. I also found that when not editing the issue, I could still click on that field in my instance and have this field then behave like the labels field does there as well. In my instances…

Hi Paul, Let me try to explain this another way. You can not use the 'Group custom field value' in order to set permissions on the 'create issues' option. The reason for this is because in order to evaluate the values in the custom fields (to see if the user can create, because they belong to one of those groups), Jira has…

That quick create box can be used to help pre-define values for new issues created there. However this is dependent upon the JQL filter being used for this board. So you could go to the issue navigator in Jira and create a new JQL filter. The details of this filter will be important, but I think you could create one like…

Hi Jean, I have not seen this specific error before with Service Desk, but I am curious to learn more about your environment to see if we can help. The error suggests that this request type might currently contain a field that should not be possible. Perhaps a custom field was removed or changed on the back end of things…

I think it is possible that this was a bug in these older versions of Jira. I found this bug ticket about problems with the pie chart gadget in older Jira versions 6.3.x https://jira.atlassian.com/browse/JRASERVER-40989 In my 7.7.0 version of Jira I was able to create a pie chart and then choose my custom field of type…

It's the board where that sprint was originally created on. Although sprints are independent of boards (meaning they can contain issues from any project and they can appear on multiple boards across multiple projects), in order to create a sprint, you have to do so from a board. This independence can complicate this,…

Thanks for clarifying the scope of the problem here. I was able to find an existing ticket on this problem in https://jira.atlassian.com/browse/JSDSERVER-5137 It appears that this is a known issue that is effecting mobile views. I would recommend watching and voting on that issue for updates to this. I would expect that a…

We found in the logs this error was getting thrown: 2018-02-26 11:59:59,913 http-nio-8080-exec-11 ERROR [o.a.c.c.C.[.[localhost].[/servicedesk].[action]] Servlet.service() for servlet [action] in context with path [/servicedesk] threw exception [com.atlassian.jira.exception.CreateException: Issue Type with name 'Sub-task'…

Hi Chris, Sorry to hear about this problem. However it will be very difficult to understand what might be causing this without seeing the logs Jira generates when you try to enable this. So I created a support ticket where you can upload those logs to us for review. Please see…

Cloud is explicitly blocking this kind of authentication. It might have been possible at one time in the past, but this is not possible presently. It really is not secure to place a username and password in the URL directly. There is more information about this change to Cloud as well as some possible alternatives in the…

You are correct that the Jira REST API does not document any way to delete entries from the audit log. Unfortunately, even when trying to look through the undocumented, private APIs, there still does not appear to be anything in Jira that can do this. I extended my search to see if perhaps there was a plugin/app in…

Hi Sven, If I understand your concern here it is that when you are editing an issue in Jira, changing the sprint field of an issue allows you to set any existing sprint name. This is actually by design. The reason for this is actually based in the fact that sprints are not bound to any single project or board. You can have…

Since you are seeing that particular error message, it means that there is a field called "Epic Name" that must have some value before you can continue. It is possible that this field might not be appearing on the screen where you are trying to create this epic. If that happens, you can't create this issue type until that…

It is not required to use both. However when using portfolio, I would probably be more inclined to use the original estimate field when the issue has no estimates at all yet. This can be useful later on when this issue is then seen by your teams working those issues. Those team members might adjust the estimate on the…

The error you are seeing here is in regards to an invalid license for Jira. At least Jira can't seem to decode the license that you have here. Are you sure that the database backup you have is from a Jira 6.4.1 version? If it was, then you technically don't need to apply a new license key if you had a commercial key…

I think what you want here is the Scriptrunner JQL function called linkedIssueOf. With this query I believe it can limit the results of what you want here. I think the syntax would look something like this: issueFunction in linkedIssuesOf("project=ABC", "blocks") With this query, you are only returning the issues that have…

An epic cannot contain another epic. But what you might do is create Sprints for each sub-demo. This is one way to organize a subset of stories/task/issues/bugs/etc. While sprints are really intended to focus more on a time period when teams are working on a subset of issues, it might still fit your needs here. Typically…

The steps in the resolution are to delete these invalid links. And it sounds like you have done that at least once already. Since you are still getting some results back with that SQL select statement, this indicates that you still have some process that is creating these invalid links OR you have not removed all of them…

I don't really see the need to clear that audit log for the sake of creating a backup. The information in that section directly pertains to setting changes in Jira. But I do not understand what sort of issues could be caused by that data being there. Yes when you create a database backup or an XML backup in Jira that audit…

Just to update this thread, this bug has been fixed in Jira 7.6.3 as well as 7.7.1. So any versions above those lines are expected to have this fix.

Awesome, I hope it helps. Let me know how it goes.

Ah, ok, that does help. When you create issues in the customer portal you are doing so in the role of JSD customer. That explains this behavior to some degree. I would recommend reviewing the JIRA Service Desk Notification explanation as to why this is happening. Since Service Desk projects have this different notification…

You don't necessarily need Service Desk to have Jira create issues from emails. However Service Desk can have some advantages here. Details on how you can do this are in Creating issues and comments from email. The major difference is that in order for Jira Core / Jira Software to create issues from incoming email…

What is the base URL set within confluence? You can set this with the instructions in Configuring the Server Base URL. Also when you are in Jira, navigate to Cog Icon -> Applications -> Application links. Edit your link to confluence and let me know what values you have set for both display URL and Application URL. Lastly,…

There is not an easy way to share permission schemes in Jira. But I can understand why this can be difficult to achieve in Jira. By default Jira ships all new projects in the default permission scheme, which is very open to any user with a login. And yes, you are correct that you would need to change the permission scheme…

Thanks for letting us know the answers to those questions. However I am still uncertain of the problem here. Is it that the text on the mobile screen is not rendering correctly and appears to be running off the screen? How exactly is the mobile client 'not responsive' as you put it? Are you unable to navigate within that…

In Jira, Business projects do not show the fixVersion field on the screen by default, however these issues can still have values for that field. By default issues in Jira do not have any value for this field, so it might help to add a JQL entry such as fixVersion is EMPTY This would return any issues that have no value for…

Automation is setting the assignee in a separate thread from the one that actually creates the issue and it is doing this after the fact. When you set the notification scheme to use 'current assignee' the user only gets notified if the assignee is set at the time the issue is created. Otherwise when the end user creates…

I can't seem to recreate this problem, so it must be something unique to your environment. Could you please try to recreate this problem in Jira once more, then immediately navigate to $JIRAHOME/log/ In this folder will be a log file called atlassian-jira.log. Look in this log for entries made at the exact time you tried…