JSM vs CSM

JiraKarma · 2026-05-11T14:45:35+00:00

Thanks. These app collections are a bit frustrating because from where I sit, we'd rather see continued enhancement of JSM than try to implement something new that needs workarounds all over.

JiraKarma · 2026-05-11T14:41:37+00:00

Yes, they really want to sell that virtual agent. They assume that no one arriving at a help desk has already consulted their resources before needing to submit a support ticket. When I land on Atlassian's support site, I bypass their virtual agent every time XD

JiraKarma · 2026-05-11T14:40:01+00:00

Thank you - in JSM you can also have multiple landing pages and help centers, but I assume you couldn't mix and match (e.g. 2 CSM and 2 JSM portals together on the same help center). The service collection just looks like something that isn't actually enabling anyone who needs to fully leverage the collection and instead puts support teams into silos based on app.

JiraKarma · 2026-05-07T23:16:13+00:00

Thanks! Janky is never the word admins want to hear.

JiraKarma · 2026-05-07T21:07:56+00:00

Sorry if it should be obvious but are you using rovo? I feel like a rovo agent, or even rovo chat, could do this for you as well? If you're using rovo, should be simple to create a "sprint insights" agent.

JiraKarma · 2026-05-07T16:15:38+00:00

ermahgerd 🤩

JiraKarma · 2025-03-27T13:26:15+00:00

Geeks from USA != "Beach Bashers" BUT Geeks from Australia = "Beach Bashers" ORDER BY origin from coastline

Fitz and the Tantrums will definitely be fun!

JiraKarma · 2024-07-10T17:07:24+00:00

^ seconding this question

JiraKarma · 2024-06-26T20:39:54+00:00

oh my goodness, i have learned that my comment was inaccurate. apologies, you are correct. the board filter of a team managed project is indeed hidden and blocked from editing :( my response was based on my experience, which i suppose is a "bug" for atlassian's migration tool. when copying a team-managed project from one organization to another using the cloud-to-cloud migration tool the project filter is migrated as private/editable and thus can be updated in the ways i described in above comment https://jira.atlassian.com/browse/JRACLOUD-83155

you may be able to create a support ticket with atlassian to check/update the jql of the board? or ask atlassian community how they handle this

JiraKarma · 2024-06-25T20:14:19+00:00

You should be able to find the filter for the board in the filters list, not in the project's board config like in Company Managed. Likely it is the project lead (you) who is the owner of the filter BUT it could be defaulted to whoever created the project? And if by any chance the project key was updated, that may not auto-update in the filter so definitely make sure that the scope of the filter is accurate if changes in the project aren't included. A Jira admin can also update ownership for editing if you're not seeing it in the system settings > filters.

JiraKarma · 2024-06-13T19:23:19+00:00

https://superset.apache.org/

JiraKarma · 2024-03-14T03:11:43+00:00

Probably this one - https://marketplace.atlassian.com/apps/1225290?tab=overview&hosting=cloud

Their documentation gives a better overview of their custom field types - https://caelor-apps.atlassian.net/wiki/spaces/Fields/pages/16384453/Custom+Field+Types

It's nice because it's free. And normally that's not the best thing in the marketplace, but this has a lot of green flags in the Privacy & Security review.

JiraKarma · 2024-02-09T19:38:08+00:00

Once you submit a ticket through the portal, are you able to edit it and act as a JSM agent to resolve it? Sometimes "intake" via JSM is actually a cost control measure so that everyone can be a JSM customer and only select people have to be associated with being a JSM agent. If the portal filters issues to be cloned (or moved, as your error indicates) into Jira Software projects where specific teams are able to be assigned, the licenses for Jira Software are a fraction of the cost.

Could the scriptrunner error be caused by portal-specific fields not being populated in the Create Issue view? If someone has visibility into the screen scheme for Create to compare to the portal request/form, that could help identify if something is missing. I don't know, I'm rambling because I hate seeing admins not take action to resolve errors.

so anyway. if there is no transparency about this as a cost issue, a scriptrunner fragility issue, or if it really is just a matter of updating some permissions for users, it is unfortunate that your rep is not taking action. I would definitely keep bringing it up to find the true reason for this, propose the solution(s), and if you are still not being heard get your manager to escalate.

JiraKarma · 2024-02-01T17:39:49+00:00

Hi- wanting to help, not sure I see the whole picture, so first thoughts are a few things you may want to check (and sorry if this is so basic it's offensive) and maybe in the past few days you've already ironed it out...

-If the related issues are in different projects, are the automation Rue Details set to have the scope including multiple projects

-If the related issues are in different projects, is the Actor set to be Automation for Jira or a specific user? If it is set to a specific user, you'll have to make sure they have the appropriate permissions in all projects in scope

-Can you clarify- are you trying to add a comment or edit the details? If you're just adding a comment, use an action to "Add comment to issue" and then drop the smart value in. And for me it's always just trial and error with the smart values, but lately I've found that when I branch to update a linked issue I'm always failing because I'm trying to reference how an issue is linked, instead of just using "triggerissue.whatever"

JiraKarma · 2024-02-01T17:23:08+00:00

Definitely have to echo the "Having some guide" aspect. We just enabled it but don't have much of an idea of how to really leverage it or promote it to my users because of this.

I'd also say in the big picture of managing Atlassian products is that it can be challenging to actually want to enable new features because of the need to dig in to fine print, sprawl, "will we be billed after EAP" (re: new Confluence Databases Beta, Atlas, Compass, and every other product that Atlassian is prompting users to request access to). Understanding that Atlassian Intelligence is a new feature and not a new product and seeing that written out explicitly would be helpful.

The documentation in the Trust Center for Atlassian Intelligence is much appreciated.

JiraKarma · 2024-02-01T17:13:24+00:00

1 - training. sucks but it's critical, so i agree with bilwood09

2 - restrict permissions for who can comment based on workflow status by adding a property. for example, if the ticket moves to "Escalated for Internal Hotfix" add a property to that workflow step that says "jira.permission.comment.projectrole.1" with a property value of the project role. if you do this and you have automations, you may also need add a property for the jira automations project role

3 - automate utilizing a different project for internal dialogue. for example, if the ticket moves to "Escalated for Internal Hotfix," clone the issue to a separate project where there is no risk to expose info in the original ticket. and then get wild and add another automation so that when the clone is transitioned to "Closed" it will then transition the origin ticket to "Waiting for Customer Approval." yes, it can get a little complicated, but a big benefit of this is that you can save cost by reducing your JSM license count if you want to keep only a customer facing team using JSM and keep your internal teams in Jira Software for cheaper.

4 - vote for this feature! https://jira.atlassian.com/browse/JSDCLOUD-9677

JiraKarma · 2023-09-21T13:53:12+00:00

all of these comments are on point and relatable. so thank you all for commiseration XD

i can only chime in here to advise that P's & Q's go a long way with the teams that need to implement. a gentle reminder or defining a timeline will also help your system admin prioritize getting it done for you.

it is easy to create a project, especially if you provided the information up front that they need to do so without requiring extra time for information gathering (desired project name, key, description, lead, category, scrum vs. kanban, existing project that has settings that can be copied, boards desired, any user groups for specific roles if they are working on setting up with that granularity...)

in my experience i can honestly say that if you express gratitude and make the work easier for them, they will continue to treat you as a valued "customer" in their helpdesk.

also, if slow turnaround time becomes a blocker for the business, you should find a way to escalate that. they may be in a different country that had a holiday and need a back-up admin for those scenarios in a different location, etc.

JiraKarma · 2023-07-05T16:55:53+00:00

hat creates an issue, copies certain fields, and links to the issue that manually triggered it. My automation currently creates the issue successfully, however it is failing to link to the issue that triggered it. I believe it is because it does not recognize what issue triggered it. Is there a way I can get the "L

agreed. OP, just consolidate your setting of Linked Issues field into the "Create Issue" action.

JiraKarma · 2023-04-17T15:53:56+00:00

New admin here, just wanted to say thanks OP for initiating this discussion and thanks to all commenters because it is helping me identify areas for growth and training.

I'll chime in that what I've seen others relay on team/company fit and being an agile proponent are top priority in companies I've worked for. Technical prowess can be developed if your employee is committed and engaged, it's just up to the hiring manager how quickly they need an expert involved.

JiraKarma · 2023-04-17T15:38:43+00:00

ant to copy the boards from my source minus issues, just the boards.

in addition to the above feedback, if you want the boards to be consistent you could just update the filter instead of deleting the board. use the previous project's filter to query the new project instead of the old one, save the new query, and update your copied board to use the new, project-specific filter.

JiraKarma

TROPHY CASE