Unlocking the Cloud: Your Comprehensive Guide to Extension for Jira Service Management Cloud πŸš€πŸ”

FAQ Extension 1 Cover Cloud.png

Within the dynamic landscape of service management, the Extension for Jira Service Management is a formidable solution for Cloud users seeking to elevate their capabilities. In this article, we embark on a technical journey to delve into the most frequently asked questions surrounding this robust extension. 

The goal is valuable and practical insight and expert guidance, empowering users to harness the full potential of Extension for Jira Service Management within the Jira Cloud environment. Let's dive into the most common examples and questions.

Fields configured in Dynamic Forms from Extension Cloud cannot be moved to the top of the request form

The Extension for Jira Service Management Cloud cannot relocate fields configured in Dynamic Forms to the top of the request form. Nevertheless, you have alternative customization options, such as field grouping and form layout adjustments, which allow you to optimize the arrangement of fields within the request form.

To modify the field order on the form, you can include all fields in the Dynamic Forms configuration and easily rearrange them through a convenient drag-and-drop method. The process is simplified using the "Copy fields" feature, as the accompanying screenshot illustrates. This feature ensures a seamless transition of all currently added fields to the request type, preserving their respective configurations, including Display name, Field help, and Required settings.

FAQ Fields DF.png

Understanding that the Summary field is mandatory in Jira by default, it cannot be removed from the request type settings.

After including all fields from the request type in Dynamic Forms, you can then proceed to configure their Conditions. However, if there are specific fields you prefer to be displayed statically without Conditions, you can leave these settings empty as needed.

Does Extension for Jira Service Management Cloud store any data?

As an app hosted on Extension for Jira Service Management Cloud may require data storage for its proper functioning, the handling and storage of such data typically fall under the cloud service provider's privacy and data protection policies. To ensure transparency, it is advised to review the app provider's privacy policy and terms of service, which outlines how data is managed and stored within the Extension.

However, it is crucial to highlight that the Extension for Jira Service Management Cloud itself does not store the company's data. The information transmitted is specifically related to Dynamic Forms and Request Detail View configurations during Jira's communication with the app's server. This process ensures that data about issues created with Dynamic Forms is processed, while the only saved component is the Dynamic Forms configuration, which includes:

  • IDs of fields configured in Dynamic Forms
  • Field help text
  • Display names
  • conditions and validators.

Automation fails to run when the Issue created trigger is used

Suppose the automation rule triggered by the "Issue created" event in Jira Service Management encounters a failure. In that case, it may be attributed to timing issuespermissionsconflicting rules/conditions, or app compatibility. To troubleshoot, consider adding a delaychecking user permissionsresolving conflictsanalyzing logs/errors, and ensuring app compatibility.

The reason behind this problem lies in the fact that fields configured in Dynamic Forms are not immediately set when an issue is created. Initially, Jira creates an issue without the value of a field managed by the Extension app. Subsequently, a notification (webhook) is received, and our app updates the issue accordingly. As a result, the issue Created trigger does not function correctly with Dynamic Forms.

As an alternative to the issue created trigger, you can utilize the Time in Status trigger. This option allows you to select the initial status of your issues and set the time to 1 minute. By doing so, the app will have sufficient time to update the issue with fields from Dynamic Forms, enabling the rule to execute correctly.

Everything should function as intended once other rules are employed, such as the issue updated with the Issue fields condition or the JQL condition. In these cases, you can select the initial status of your issues and execute the rule based on that particular status.

What to do when the firewall blocks the app?

Our application's functionality on your instance may occasionally encounter difficulties due to firewall restrictions. To address this, please whitelist the provided address and IP addresses. Additionally, if required, including ports 80 and 443:

  • Address: 
    https://extension-cloud.herokuapp.com

  • IP addresses: 
    Domain Name Server IP: 54.224.34.30
    Domain Name Server IP: 34.201.81.34
    Domain Name Server IP: 54.208.186.182
    Domain Name Server IP: 54.243.129.215

For any further firewall configuration needs, consider opening ports 80 and 443. The application should operate seamlessly and without issues by permitting access to these addresses and ports.

Conclusion

In conclusion, the Extension for Jira Service Management - Cloud Version offers valuable features for optimizing service management on Jira Cloud. While it has some limitations with Dynamic Forms fields and triggers, alternative approaches like the Time in Status trigger can be utilized. By exploring compatibility and configurations, you can enhance collaboration and streamline workflows, achieving service excellence with this powerful tool.

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