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How are you managing access requests for applications running inside AWS?
I'm curious how other teams manage access when employees need to use applications hosted internally or within an AWS environment. For example, someone needs access to an internal application. Ideally, the process should be simple: Request access → Get approval → Provision access → Review access → Remove access The part I'm…
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Jira server error
When ever, I opened the ticket today i got error Something went wrong on our end. Could anybody tell what is the issue?
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P3 Incident Time to Notify SLA behavior
We have received a request to please investigate why the P3 Incident Time to Notify SLA is marked as missed for two incidents: The first incident was reported on August 11 at 5:34 p.m., outside SLA business hours, and a response was provided the next business day at 12:43 p.m. This appears to be fewer than five business…
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Does anyone use NinjaOne and successfully imported their NinjaOne data into Assets with Data Manager
We're trying to import our NinjaOne RMM data into JSM assets through Data Manager and are at a bit of a loss. We want this to be automated and have zero human input but aren't sure how to do this without a native adapter in Data Manager (I'd love for that to be a feature request for Atlassian). Anyone had any luck…
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in jira user left the org,we suspended that user,if we remove that user from groups and teams it wil
The user has left the organization, so we suspended their account. If we remove them from groups and teams, will this affect their tickets in the projects?
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In JSM cloud, how to add field "attachment" into previous request type ticket
The version is cloud. In the past, there is no field "attachment" in my JSM ticket. I already added it into request form but from previous request type ticket I can not find it. BTW, I want it to be shown even it is empty fields (do not hide). Does anyone can teach me how to do? Thank you in advance for your help.
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Jira Service Management repeatedly adds email signature images as ticket attachments
We are using Jira Service Management Cloud with customer notifications enabled. When a public comment is added to a request, Jira sends an email notification to the customers involved. Customers can reply directly to that email, and their replies are correctly added to the request as public comments. However, we are…
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Jira Automation intermittently fails to update a custom field
Hi Atlassian Community, I have a JSM Cloud automation rule that updates a Created Month custom field. The rule actor is Automation for Jira, and the field context is correctly configured. The automation works successfully for most tickets, but intermittently fails for some tickets with the following errors: “Issue doesn't…
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Flexibility with amount of approvers
As of now, there is limited flexibility when it comes to how many people are required to approve a step in a workflow (see below). What happens if the group of approvers increases or decreases frequently? Say I have a group of 8 people and I need at least 5 (50% + 1) of them to approve a step. But, one day your boss…
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JIRA Operations Alerts do not trigger if App is closed - Android
We have set up JSM Operations alerts recently with the whole shebang, DND override, quiet hours override, max alert volume setting, every alert is P1 - Critical, etc. These alerts seemed to work as expected, alerting through DND and silent modes. The issue is that many of us don't use the JIRA app much otherwise. The app…
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Erro "User already exists" ao autorizar integração Jira Service Management ↔ Microsoft Teams
Ao tentar criar uma conversa ou reunião do Microsoft Teams a partir de um ticket do Jira Service Management, o fluxo de autorização falha com um erro de backend em vez de completar o vínculo. Ambiente: a5x.atlassian.net (Jira Service Management) Usuário afetado: erika.agena@a5x.com.br Ticket usado no teste: INC-6420 Passos…
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Jira Automation: Webhook timeout when fetching vehicle specs from regchecker.co.uk into JSM Assets?
Hello Atlassian Community, We are currently configuring an automated Jira Service Management (JSM) intake workflow for an automotive fleet repair desk. When an agent creates an asset ticket with a UK registration plate, a Jira Automation rule triggers an outgoing Webhook GET request to an external UK vehicle lookup API…
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JSM Automation - Multiple Request Participants from comma-separated emails using an Advanced Branch
Hi everyone, I am investigating an issue in Jira Service Management Cloud related to populating the Request participants field from a text field containing multiple email addresses separated by commas. I was able to reproduce the behavior in a test environment and isolate the issue. The automation flow is: * A text field…
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Jira Automation “Send customised email” fails for all recipients
Hi, We are configuring Jira Service Management Cloud on the Free plan. Standard Jira/JSM email notifications are working correctly and outgoing email is enabled. However, the Automation action “Send customised email” consistently fails. We reproduced the issue with a minimal test rule: * Actor: Automation for Jira *…
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I need assistance setting up two recurring maintenance tickets in our system: Small Generator – Ple
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Can you restrict tickets that customers see in the portal?
We are migrating to JSM and want end users to only see the tickets they submit in Jira, and not the old tickets we are migrating from our previous provider. The migration process automatically links the tickets to the users' accounts based on email address, so we can't prevent it in migration. I am hoping we can change a…
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Detect 'To' Email Only, Exclude 'CC' in Jira Workflow
Hi Support Team, I’m currently working on an automation project for our support service and had a question regarding Jira’s email handling. Specifically, I’m wondering if it’s possible for Jira to detect only the 'To' email address when creating a ticket, and not consider the 'CC' field. For example, if a customer sends an…
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How do you encourage your users to provide survey responses?
For our enterprise service desk we are always looking for feedback and surveys from users. Unfortunately, the email that goes out requires multiple clicks and most users don't take the time to leave a survey let alone any comments. Does anybody have a way to get better feedback? Native functionality, plug-ins, etc. Just…
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How to show an automation-updated field as read-only on the JSM Portal?
Hi everyone, We are using Jira Software and JSM Cloud Premium. An automation rule successfully copies a number field from a Jira Software ticket to a JSM ticket. The agent can see the number perfectly in the internal "Work item view". However, we cannot get this number to show up for the customer on the JSM portal. 1. We…
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Saved filter returns different results than direct JQL in /rest/api/3/search/jql
Hi everyone, I'm investigating a strange behavior in Jira Cloud and I'd like to know if anyone has seen something similar. What I'm observing I have a saved filter with the following JQL: key = SUPPORT-157895 AND NOT summary ~ "Ticket référence" The filter is shared with all logged-in users. When I retrieve the filter…
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Subject: Jira Error Affecting Multiple Users – Hash ZHUI5C
Hello, we are BÄR GmbH and are currently experiencing an issue with Jira. Since today, several users have been receiving the error message “Something went wrong on our end.” The issue is currently affecting approximately 4–5 employees at the same time. The displayed error hash is: ZHUI5C I have attached a screenshot of the…
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Slack Assist app errored but no alerts to admins
We experience an issue following the latest Atlassian chat updates, that changed the permissions structure. We had limited who could raise the default request type and it worked for ages with Assist. We have Assist installed on our Slack support channel But post the change it broke. Unfortunately, in our support channel…
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How are you connecting PIM workflows with Jira?
Hi everyone, I'm curious how teams here are managing workflows that involve both Product Information Management (PIM) and Jira. For example, when a product needs to be created or updated, there can be several activities involved: Product data enrichment Content and copy review Image or media approval Translation Technical…
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have such trouble
"Hash ZHUI5C Trace 17d35239e1eb498795e36c6e29f5075e" What it can be and what to do?
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Capturing Rovo Agent conversations for review and continuous improvement
We've built a Rovo Agent as a customer-facing self-service assistant (help center + Confluence pages mapped to intent/request types) to reduce inbound tickets to our service desk. Our go-live bar was deliberately low, it doesn't need to be perfect on day one, but we do need to review past conversations afterward to spot…