John Funk Community Champion

Hi Dan, The best way would be to create a Sync in Opsgenie that would create the Incident. You can put in filters to for the types of Alerts it would affect. That way it will create the Incident and automatically link the Incident to the Alert. https://youdomain.atlassian.net/jira/settings/products/ops/syncs

Great! Glad to hear you got it figured out. 

Hi Jason - Welcome to the Atlassian Community! Just a clarification - can any of the 10 users be the approver? Or only the ONE person can be the approver and the rest just need a notification? If the first, then put all 10 users in the Approvers field and have the approval in the workflow be setup to just need one person…

Hi Mark - Welcome to the Atlassian Community! Yes, in my opinion, you should setup a separate Jira Software project to handle the dev work. It includes links to Dev tools such as repositories that JSM will not have. You can use automation to auto create a Dev ticket in the new project/space and link the work item to the…

Glad to hear the solution above worked out for you!

Surely support can help you through that. 

Hi Link, You probably need to create a custom user field and populate it with the value of the initiator based on a Work Item Transitioned trigger from A to B. Then create a second rule that you can send an email to the user in that field when the Work Item Transitioned trigger goes from B to C.

Hi Fabio, You should change the context for each custom field from being a Global context to a Context based on project and work type. Then you can use a single screen and not have to do all of that work. AND it will improve performance on your system. 

Hi Anacst, Why not just clear the field, re-fetch the issue, and then update the field by copying the values from the group? https://community.atlassian.com/forums/Jira-articles/How-to-retrieve-users-from-a-specific-group-with-simple-Jira/ba-p/2191601

The problem is if they are searching for another Customer to put in there or an internal team member to put in there. 

Okay then, let contact Atlassian and see if they can create a support ticket for your. 

Hi Marcin - Welcome to the Atlassian Community! Were you able to get this resolved? If so, what was the solution? 

Hi Bittu, If you are just needing to check a couple of users and not get a list of them, you can go to the Settings > User Management > Users and search for the person and click on them. Then click on the 3 dots to the far right of the product - for example Jira - and then select View Jira project roles. 

Okay, that sounds rough. I am not sure of your subscription type so I am going to request Atlassian to have someone come here to help you. They will probably open a support ticket for you. Once you get a resolution, please post back here so we know what the result was for future readers. Best of luck!

Is that from a third party app? 

Are you putting it in with the right format? They may be only looking for the domain name - companyabc versus the entire URL - https://companyabc.atlassian.net

That is an untrue statement. They will NOT automatically become agents. 

You are very welcome!

Did you find the names in in the tickets? Did it say they were inactive? 

Thanks for tracking that down and posting the resolution back here. Not sure why they force it to be case sensitive - doesn't really make sense, and that is not in their documentation anywhere that I have seen. Anyway, thanks again!

Gotcha. Sounds like you should investigate an Enterprise subscription with Atlassian then. 

So you aren't even going to try what I suggest? 

So you have the URL then, since you it added users to it? And you can't put that domain in? 

Hi Brett, I don't have a good answer for you right off hand, but curious if there is a reason that it would be a problem for you to claim the domain? 

Hi Jader, Those are just IDs randomly created by Atlassian for the account ID (user ID). They don't "mean" anything - it's just an id. If you go to the actually ticket in the system and see who is the reporter field, does it give you a name? And if so, then if you go to user management and search for that user, then look…

And just a wild shot - but what project role permissions do they have on the project - any? If they are not in the Service Desk Team project role, maybe add them there and try it one last time while you are waiting on Atlassian support. 

Good context - thanks for that. Just curious, how are they getting the initial JSM key for the ticket? How do they know what it is? 

Yes - but it is also either a Team-managed JSM or Company-managed JSM space. Did you try to add the user to the Service Desk Team project role? 

Interesting, but makes sense. So you add the user to the Request Participant field. Then send an email for an account that has the exact same email address, but it creates a new ticket instead of adding a comment. Correct? 

Is this Team-managed or Company-managed space?