FAQs and Useful Information

Category	Question	Answer
Migration details	What are the implications to me during Change over?	The Change over will occur during the weekend and so shouldn't affect those who are not working outside of usual hours.
Jira	What is a Parent of a ticket and why can't I see Epic link?	Parent is the link between tickets and hierarchy. In Data centre it would have been an 'Epic link' between task and Epic, but these are all referred to as a 'Parent link'
Jira	What is JQL	Jira query language. You can search and filter using this - there is no change to this from Data centre. It works in the same way. Guidance found here: Unlock Advanced Search with Jira Query Language (JQL)
Jira	What does JSM mean?	Jira Service Management. A Project specifically for Service desk projects this currently exists in Data centre.
Jira	Can I still create a personal dashboard?	Yes, you can still create a personal dashboard in Jira.
Jira	How can I switch between boards?	Under your 'Project' on the left-hand menu - you will see a dropdown of all boards you have access to in that project.
Project Admin - Jira	Project roles	Now under 'People' = previously 'Users and Roles'
Project Admin - Jira	Default assignee and Project lead	Is now under 'Summary
Jira	How can I quickly add a comment in Jira to a ticket?	you can add a comment using keyboard shortcut 'm'
Confluence	Home option view	This will allow you to view things you have worked on recently, drafts and starred items
Confluence	Will public spaces be available on the Cloud	Yes, this will remain the same. If a public space was in Data Centre then it will remain the same when we migrate.
Access	How will external users access jira/Confluence	Work in Progress
Jira - Rest API	Will Rest API remain the same?	Details to follow
Jira/Confluence	Help option	This is a useful feature to help you and will change what it suggests depending on where you are in the page/space/project
Confluence	Automations	NEW feature allows you to create automation within Confluence
Confluence	Create pages	Quick way to create - click the 3 dots by a page tree and select to create a page
Confluence	Re-order pages	You can now reorder pages on your space by dragging and dropping whilst on your space
Confluence	Managing permissions	You can set space access as a space admin under 'Space access'
Confluence	Bulk archive pages	You can now bulk archive pages in Confluence
Jira	Where can I view my boards	Through the side bar - select project and boards will be displayed underneath
Confluence	Old and New Editor	The new editor in Confluence gives more functionality. Migrated pages will migrate over with the old editor but you can select to update to the 'New Editor' during page updates. reach out to digital tools to support as your content might be impacted when updating to New Editor
Macro/Nested macros	Aura	Currently working on a solution to migrate those over as they won't migrate over.
Jira and Confluence	AI features	These will be disabled for UKHSA although you will still be able to see it

Migration information	Where can I find more information?	The Comms Hub! Please use the other pages on this space to find more information
Jira	Dashboards - will they be migrated as is?	Dashboards may be broken as there are a number of 'gadgets' that don't exist in the cloud. You will need to reconfigure your dashboard with appropriate gadgets available.
Jira and Confluence	Will my spaces/projects be migrated as-is?	All will be migrated (unless agreed otherwise)
Migration	Will there be downtime to services?	There will be downtime over the weekend when the migration occurs, we will make sure to communicate this as early as possible to all affected users.
Migration	How will we use the services in the future?	The services will be used in the same way, just with some cosmetic changes and minor functionality differences.
Migration	Will essential services be available in the ways we need them?	Yes, there will be some change freezes but the migration will occur over a weekend when systems are not needed.
Migration	Will my Portal customers be able to use the portal during the migration weekend?	No, you will need to communicate to your customers that the Portal will not be available during the migration weekend.
Jira and confluence	Will my avatar be migrated?	No, The avatars that the users had on the server will. not be migrated into Cloud, so you will need to re-add it manually.
Confluence	Will my Confluence Favourites be migrated?	No, you will need to set any items as favourites again from scratch after the consolidation.
Jira and Confluence	Will Confluence Space Shortcuts be migrated?	No, Shortcuts will be lost and the Project/Space admins will need to recreate these post migration. We recommend you record which shortcuts you currently have before migration to make recreation easier afterwards.
Jira	Will Elements Connect still be available?	Elements Connect add-on will not be available on Cloud, so we implement a workaround using Assets.
General	I'm a portal only user and use a specific URL to raise a ticket with the service desk, will this be the same in cloud?	In cloud the URL will be different and will be shared ahead of migration.
Jira	My project has Canned Responses set up, will these work the same in cloud?	The configured canned responses cannot be migrated automatically to Cloud, so the project administrators will need to configure them in Cloud post-migration.
Jira	Will my automation rules be migrated?	Automation rules are manually recreated. If you notice any are not working as expected post migration, the Project admin, rule owner or digital tools will be able to support you.
Confluence	Will I be able to access some confluence spaces anonymously as I could before? (Porta-only users)	In Cloud, UKHSA security team's decision was to restrict any Confluence space from being anonymously accessible. This means that the Confluence spaces that were used in the JSM projects will not be available to the customers, so no results from pages from those spaces will appear on the search.
Confluence	I used a Personal Space in Confluence in Data Centre - will i still be able to access it?	Personal spaces will not be migrated. You should copy/save any required information in a restricted page in your current team/project space.
Jira - XRay	Xray - will all of my Xray data be migrated?	Xray data will be migrated over. There will be some differences in the look, layout of Xray in Cloud and some reports have been removed by the vendor in Cloud.
Jira	I use JMWE (Jira workflow extensions) - will those be migrated over.	The main difference between JMWE for Jira Data Center/Server and JMWE for Jira Cloud extensions is that Data Center uses Groovy scripting whereas Cloud uses a combination of Nunjucks and Jira expressions. These will be updated accordingly during migration and should work as expected.
Jira	Advanced Roadmaps - will all of my data be migrated over?	Most data will be migrated over but there are some limitations (private filters, unsaved scenario data, saved views)
JSM	Assets
JSM Terminology	Agent, Person who operates and works on a JSM Project to provide the service Customer, Person who logs requests for service within JSM Portal, Place where a customer can view requests (issues/tickets) or create new request
JSM side bar	Keyboard shortcut for opening and closing the side panel is [ key
JSM project	Bulk transition of tickets now available
JSM	Views option	Allows you to visualise your work on a board and calendar
JSM	Drectory	Customers allow access to Portal only. A group of customers can be added to an organisation - everyone in that organisation can view others ticketins within that organisation.
Features		This allows you to enable more on project sidebar - depends how you want to set up your JSM project
JSM	forms	Forms useful for dyanic forms you want your customers to complete
JSM	SLAS	Managed via the SLA. Same functionality - sleeker process as all in one place You can now use priorities to order your SLA goals
JSM	Will my JSM reports be migrated over	Yes they should be migrated over
JSM	Will my customers view change on the Portal	No, the portal will remain the sam
JSM	Will i know what the customer portal URL will be before migration to allow us to communicate this?	Valiantys will speak to Atlassian to see if we can tell prior to Migration.
JSM	How will our Portal users access the Service Desk Portal?	They will access in the same way with the new URL
JSM	what will happen when a customer responds to an old email during migration	The issue ID remains the same so the comment will be added to the ticket.

#	Category	Question	Answer
1	General	Will the functionality be the same?	Most functionality will be the same, there will be some minor changes to apps and integrations as well as functionality, please see the other pages on the Comms Hub for more details.
2	General	Will my email need to be UKHSA to log on to the system?	This depends which organisation you are currently a part of: DHSC and external users: Will be guested into the system and keep their current email addresses UKHSA: Emails will remain as is currently
3	General	What are the implications to me be during Change over?	The Change over will occur during the non working hours of the weekend and so shouldn't affect those who are not working outside of usual hours.
4	General	Where can I find more information?	The Comms Hub! Please use the other pages on this space to find more information, they include training, detailed lists of the changes and the T-minus Plan showing dates of changes. If you have any further questions please email us using the form at the bottom of this page. We also have a dedicated Pulse space with more articles.
5	Migration	Will my spaces/projects be migrated as-is?	Most areas will be migrated, there will be some change freezes implemented, after which further changes will not be migrated. We will communicate these as early as possible to affected users.
6	Migration	Will we, and if so when will we lose access to Confluence?	You will not lose access to Confluence or Jira, the platforms will be moved to cloud. You're SSO will be through Atlassian access, other than that there will only be some minor functionality changes.
7	Migration	Will there be downtime to services?	There will be downtime over the weekends when the migration occurs, we will make sure to communicate this as early as possible to all affected users.
8	General	How will we use the services in the future?	The services will be used in the same way just with some minor functionality changes.
10	Migration	Will essential services be available in the ways we need them?	Yes, there will be some change freezes but the migration will occur over a weekend when systems are not needed.
11	General	How will we sign on to Jira and Confluence after the change?	In Cloud, users will authorize through the UKHSA Active Directory. This means that they will need to use their email address and then log in using the credentials that they have on the AD along with the MFA validation.
12	General	Will my avatar be migrated?	No, The avatars that the users had on the server will. not be migrated into Cloud, so if you need to keep the same they will need to re-add it manually.
13	Technical	Will my Confluence Favourites be migrated?	The users will need to set any items as favourites again from scratch after the consolidation.
14	Technical	Will Confluence Space Shortcuts be migrated?	Shortcuts will be lost and the space admins will need to define the shortcuts list from scratch after the consolidation. We recommend you record which shortcuts you currently have before migration to make recreation easier afterwards.
15	General	Which address will email notifications come from?	Cloud will send all the emails by the default email address: jira@ukhsa.atlassian.net Project admin also have the option to set the below custom email address in their projects following those steps. This is something that can be done project-by-project and cannot be applied in bulk to all the projects. no-reply@digitaltools.ukhsa.gov.uk
16	General	Will Elements Connect still be available?	Elements Connect add-on will not be available on Cloud, so we implement a workaround using Assets.
17	Technical	I'm a portal only user and use a specific URL to raise a ticket with the service desk, will this be the same in cloud?	In cloud the URL will be different.
18	Technical	My project has been set up with custom incoming emails which were used by the JSM customers to send emails there and raise a ticket to Jira. Will this be the same in cloud?	In Cloud those email addresses are changing, any user who had access to the JSM portal needs to use the new email address after the go-live. The old email addresses will be deprecated on the cut-off date and any emails send to them will be lost. The list of the old and the new email addresses can be found here.
19	Technical	Is my project one of the ones affected by Q15?	Projects affected: Global Public Health Archived -- SHAPE Service Desk Research Publications JEGS JIRA Support ARSAC Approvals Archived -- Kainos Test & Trace Publication Standard GOV.UK Publishing Culture Collections Gateway Publishing Intranet Publishing Service Desk
20	Technical	I use REST API calls to interact with the instance and perform different activities. Will this still be possible in the cloud?	In Cloud the REST API can be slightly different and the REST Endpoints can change. Please follow the Jira Cloud REST API documentation and the Confluence Cloud REST API documentation and adjust any REST calls accordingly.
21	Technical	My project uses behaviours, will these change at all?	In Cloud Scriptrunner behaviours have limited functionalities. You can find a detailed analysis for PHE and an analysis for Halo on which Behaviours will be available in Cloud, for which of them we need to apply a workaround and what are the limitations and the impact.
22	Technical	My project has Canned Responses set up, will these work the same in cloud?	The configured canned responses cannot be migrated automatically to Cloud, so the project administrators will need to configure them in Cloud post-migration.
23	Technical	Some of my automation rules don't seem to be working.	On Cloud Scriptrunner JQLs are not working on Automations, so the below 3 automations will not work: GPME - Field Change - Send email on attachment added V2 of ARSAC - Schedule - Reminders for Approvers GPH - Schedule - Post-trip form reminder Status In Development based on Sub-task being in progress More details here: Halo - Automations Analysis#AutomationRulesthatwillnotworkonCloud-HaloActionRequired
24	Technical	I'm having an issue with scripted fields	Scriptrunner scripted fields cannot be used in JQL filters on Cloud, as there is a limitation by the add-on vendor. Any filters that are using scripted fields need to be updated by the users.
25	Technical	I can't see all the message fields I am used to.	The following message fields are not available in cloud https://confluence.collab.test-and-trace.nhs.uk/x/bZBkKQ.
26	Technical	Will I be able to access some confluence spaces anonymously as I could before? (Porta-only users)	In Cloud, UKHSA security team's decision was to restrict any Confluence space from being anonymously accessible. This means that the Confluence spaces that were used in the JSM projects will not be available to the customers, so no results from pages from those spaces will appear on the search.
	JSM	So what happens to the emails received during the time the autoforwarding is disabled. Will these have to ne manually forwarded int our SD from Outlook?
		Do you happen to know what the JIRA email address that is displayed to customers when they receive an email from JIRA will be?	It's configurable but by default it will remain the same Jira@digitaltools.ukhsa.gov.uk

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FAQs and Useful Information