Andy Heinzer Atlassian Team

Hi Jackson, While the AUI guide might help with explaining the styles, I don't think it provides enough information on the specific syntax need, particular for when you have this image in a plugin. I would recommend taking a look at https://developer.atlassian.com/server/jira/platform/web-resource/ as well as…

Yes there are automation rules that can be setup to transition on comment. And those rules can use configured to check if the comment is public. My concern with doing this is the other fields that this automation rule will check for, and the status of the issue at the time this comment is added. Since this is a transition,…

What method did you use to enable HTTPS with Jira? Typically SSL is either being terminated directly in Jira's tomcat instance, OR SSL is being terminated by a reverse proxy sitting in front of Jira. In either case, you should have had to make changes to the $JIRAINSTALL/conf/server.xml file to reflect this change. My…

So that specific table is in use by the Jira projects plugin. This is a system bundled plugin for Jira. But I am still not sure exactly why you might be getting this SQL exception. My thought is that perhaps the database itself has not be setup as Jira is expecting per our documentation, (SQL user rights, incorrect…

Hi Alex, The estimations of subtasks are not being automatically factored into the estimations set on their respective parent issue. This is something that users have asked for before in https://jira.atlassian.com/browse/JSWSERVER-9167 The other detail here is that your subtasks are technically not part of that sprint. The…

The problem here is that if you see this screen, this is already a transition screen. That means that it's possible this issue can change it's status when you complete this form. But it sounds like you might then also want it to change status again immediately to reply to the customer and set the issue to waiting on…

Ohhh, interesting. I am still interested in finding a way to turn off that feature in Jira so that we're not dependent on a javascript on the page to hide those. So I will try to keep looking at that. However in the meantime, would you mind sharing your javascript code that you're using to hide those up/down arrows? I am…

Service Desk has an expectation that all users that would raise a request will have an email address/account that Jira knows about. As such, at least with just Service Desk, anonymous users are not able to create issues in a JSD project. So before you consider your purposed problem, it seems like there is another…

Hi Mark, I suspect that something did not start up correctly in your Jira instance in regards to a plugin, but this is really difficult to troubleshoot without looking at the logs. And since our community site does not really have a good way to post log files at this time, I created a support request to gather some more…

If the notification helper states the user should get a notification for that event, then typically they should. Are you using Jira Server or Jira Cloud? If you are using Server, you can follow the steps in Diagnosing Mail and Mail Handlers Issues. Specifically you can enable the debug logging for the outgoing mail. This…

The platforms work a bit differently when it comes to plugins. I know that all Atlassian Cloud accounts will have at least one user account that is used on the Cloud platform in regards to plugins. But it sounds like you might have a lot of different user accounts, which is possible depending on what plugins you were using…

Hi @Aleksandr Serebriakov Unfortunately, there does not appear to be a way to do this in the current versions of Jira. As such I created a feature request for this over in https://jira.atlassian.com/browse/JRASERVER-66707 It would be ideal if this was implemented in the same way the comment collapsing can be controlled in…

Hi Adolfo, I understand that you are looking for a means to disable the new drag and drop subtasks feature introduced first in 7.6.0. I have been trying to figure out if this is possible in those versions. I was able to find a way to disable the dragging of those subtasks to reorder them though. To do this you need to sign…

Yes and no. Reducing the number of users will most likely lower the bill, however it does not do so immediately. It would only show a change in price upon the next billing cycle. This is explained in more detail in How are the costs of adding/subtracting users calculated in Atlassian Cloud?. The content remains the same to…

Try to make a REST call to the endpoint called /rest/api/2/serverInfo It will contain the baseUrl as a parameter of that Jira instance.

When other (team) users are able to add comments which can customer see, how can a (team) user be assigned to a Service Desk issue without being a Service Desk user? They can't actually do that. In order to be assigned to an issue that exists in a JSD project, that user has to be a JSD Agent, which will consume one user…

I have not personally encountered this specific problem myself yet, but I did some searching based on your description. It sounds similar to this documented bug that was fixed in Jira 7.4.2: https://jira.atlassian.com/browse/JRASERVER-64121 Could you let me know what version of Jira you are using and if that description of…

Hi Reg, At the moment, I am not aware of any method you can follow in order to change the defaults of boards when they are created. There is an existing feature request for this in both Server and Cloud platforms: * https://jira.atlassian.com/browse/JSWSERVER-6790 * https://jira.atlassian.com/browse/JSWCLOUD-6790 I have…

Hi Neil, I am afraid I do not have much experience creating plugins for Jira, but I think a similar question has been asked here before. I would recommend checking out the threads on https://community.atlassian.com/t5/Answers-Developer-Questions/Adding-Field-Screens-Programatically-in-a-plugin/qaq-p/535263 and possibily…

Hi Jan, Sorry for the misunderstanding, I have created s support request for this issue over in https://getsupport.atlassian.com/servicedesk/customer/portal/20/GHS-106524 I will be requesting some additional information from your environment so that we can better understand this problem. Andy

Hi Jan, I think that Branden was looking at the possibility that this problem is caused by an unexpected date format. From looking at your screenshots, it appears that you have set custom date/time values. We can see this because you have the "Revert" button appear on this page. More details on this in the KB: Starting…

Hi Paul, Sorry to hear that my initial hunch seems incorrect. There still have been a number of improvements and fixes for data center, even from your more recent version. You can find a brief list of these in my JAC search for data center bugs and features since 7.5.2. But that said, I would still be interested to see if…

Try this: * Stop Jira * Navigate to your $JIRAHOME/plugins/installed-plugins/ * move all the files that have the word 'servicedesk' in their file name from this folder, into a temp folder outside the $JIRAHOME directory * Start Jira again These steps will allow your instance to start up without any attempted Service Desk…

Setting the base url does not determine what URL the Jira site is actually listening on. It only tells the application what URL is expected to be used to serve up the content. Since you can reach the site on the localhost address, that is at least a good sign that JIra is up and working. The problem most likely lies with…

The main problem with this approach is that if you move a service desk issue into a software project, the Service Desk customer won't be able to see that issue. Service Desk customers are unlicensed users in Jira. Which means you can have an unlimited number of customers, but those users are restricted to the customer…

The version numbers here are somewhat confusing. I'm not sure where or how you're seeing a 3.1.10 JSD version. That version should only have been compatible with Jira Core 7.1.x versions. If you were on Jira 7.2.0, then it makes sense that you might have had a Jira Service Desk 3.2.1 version installed with that version,…

Hi Margarita, What is the URL of the site you are trying to login to? I believe you will need to contact your site administrator in order to make sure that they can either reset your password or grant you access as needed. If we can at least determine the site name where you are trying to login, perhaps I can better help…

That feature request is slightly different than what I think you are referring to. That specific feature was actually implemented in Jira Service Desk 3.7.0. However from what I can see this only applies to the JAVA API, not the REST API. The Java API specific to service desk has a separate reference guide in…

Hi Paul, Could you please let us know what version of Jira Data Center you are using? There have been a significant number of fixes specifically for data center in regards to its stability in the past few months. The one documented bug I am aware of that might be able to produce the symptoms you referenced is…

Hi Nick, Before you can setup the SPF record in your DNS, you first have to setup a DNS TXT record and then verify that domain within your Atlassian Cloud instance. This is explained in more detail in Configuring JIRA Cloud to send emails on behalf of your domain. 1. Configure your domain in your Atlassian Account As…