youngmon/atlassian-qna huggingface dataset:
How to Create a ticket queue for a project with multiple teams
Asked by alexander.wanger:

Hi everyone,

I currently facing the challenge, that I want to create a Queue to display:

* all Incidents, which are work in progress an belonging to my Team (dynamic)
* Th project has multiple Teams and I want to provide a queue to all user displaying the above mentioned issues only for the users teams he belongs to

Is this possible with JQL e.g. by providing a Teams = myTeams?


Answers:
author: Ashok Shembde
body: Hi [@alexander.wanger](/t5/user/viewprofilepage/user-id/5567979) ,

In Jira, you can create a queue based on dynamic team membership using JQL

1)You can use JQL to filter issues assigned to users within a specific group or project role that represents a team. For instance:  
`status = "In Progress" AND assignee in membersOf("Team_Group")`

2)Dynamic Team Queue for the Current User:

If you're looking for issues that belong to the current logged-in user's team, the best option is to ensure that users are added to specific groups (e.g., team-specific groups). Then use a combination of the following JQL:  
`status = "In Progress" AND assignee in membersOf("your-team-group")`

comments: author: alexander.wanger
body: Hi [@Ashok Shembde](/t5/user/viewprofilepage/user-id/5289317)

thank you for the quick response so it would be possible with option 2 to show the queue based on the current user and the teams the user is member of.

Example

User 1 is part of Team 1 and Team 2 -\> queue shows Incidents of Team 1 and Team2

User 2 is part of Team 3 -\> same queue shows Incidents of only Team 3


Tags: cloud

jira-service-management

jira-service-management-cloud
Project access fo rall the company users, but so that they wont be able to brows tickets internally
Asked by Vera Valshonok:

Hi all, I'd like to open access to jira project to all, so all the company members would be able to open tickets as customers, but so that they wont be able to see tickets of others and project internally. How can i achieve that?

We have azure directory related groups of agents.


Answers:
author: Neil Fletcher
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

I use a similar setup.

In Azure AD, I created a group called 'All Employees' with a job that adds new users to this group (and removes anyone who leaves)

Then using Atlassian Guard to sync groups from Azure AD to Atlassian groups

In JSM project \> project settings \> people and access, I added the group 'All Employees' with role = Service Desk Customer.

This gives all employees access to the portal to create tickets and view their own but no access to the JSM project.

comments: author: Vera Valshonok
body: Thanks!

I dont have such a general big groups but many groups in jira synced with Azure directory.

If I add them to people ( internal access) it will give them only to portal, but not to internal view?


author: Vera Valshonok
body: Isn't adding them internally means that they will be able to enter the project internally and browse?


author: Neil Fletcher
body: If they're added to a 'customer' role, they have the portal access and no project access.  
An 'agent' role gives them project access.


Tags: cloud

jira-service-management

jira-service-management-cloud
Approver should have the option to add the comments at the time of approving.
Asked by Ashok Shembde:

When using an approval workflow, when any approver approves the request, a pop-up should appear asking them to add a comment. Is this possible in JSM?


Answers:
author: Fabian Lim
body: Hi [@Ashok Shembde](/t5/user/viewprofilepage/user-id/5289317)

This functionality is not possible today from the portal unfortunately.

There are feature requests for this, check out [JSDCLOUD-6989](https://jira.atlassian.com/browse/JSDCLOUD-6989) and [JSDCLOUD-6988](https://jira.atlassian.com/browse/JSDCLOUD-6988)

Make sure you vote for it.

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
object schema design assistance
Asked by Klaus Agnoletti:

I am completely new with Jira Assets but I am tasked to design an object schema for our upcoming ITAM project within Assets.

I created an object schema using the (very simple) template for this.

But now what? I find a lot of information and articles on how to create object schemas, refernces and what have you but nothing in terms of what is best practice in terms of how many object schemas, and how to design them - not in terms of ITAM or anything else.

Where do I look for this?

In the meantime I also have more tangible questions: How many object schemas should I create for a simple ITAM project where I also want to keep track of which users has which equipment and where it's placed? Should I create a separate object schema just for users or bake it into the ITAM object schema?

The plan is to start simple and grow as we mature so whatever I create shouldn't be something so limited that I would need to start all over in a year with a new object schema design.

Where do I find real-life example of ITAM object schemas that I can copy shamelessly?

Thanks

/klaus


Answers:
author: Christopher Yen
body: Hi [@Klaus Agnoletti](/t5/user/viewprofilepage/user-id/5587409) welcome to the community.   

I can share our Schemas we have a separate schema for people and hardware. We also have one for Services because it's built-in but we are thinking of creating an application schema separately to track our tech stack ownership/support team/and renewals  

![2024-09-18 15_52_34-Asset and configuration management - JIRA.png](https://community.atlassian.com/t5/image/serverpage/image-id/348029iE5E3E0F358287204/image-size/large?v=v2&px=999 "2024-09-18 15_52_34-Asset and configuration management - JIRA.png")  

Some questions to consider of what fields and schemas you need

* Are you using Jira Assets for Assets (financial focus), CMDB (Configuration Items/dependency mapping focus)? or a mix of both?
* What fields are you tracking and how many object types can share a base set of fields? (computers/workstations \& servers?)

Hopefully this helps a little!

comments: author: Klaus Agnoletti
body: Hi and thanks a lot [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)

It sounds like a great idea to do what you've done - and also the whole application schema idea sounds appealing and something we might do in the future.

Thanks for the questions to consider. At some point we will be developing full ITSM and then we will do CMDB as well but for now our focus is on CIS Controls #1 and #2 about keeping track of hardware and software. And we're just in the process of finding out which fields are needed for each object type.

Do you keep track of what software is installed on endpoints in Assets as well?

Are you willing to share the structure of the entire hardware schema?


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I get around a "Create" validation of a workflow?
Asked by Calvin:

Hi all, I know this is a little odd but would love to hear ideas.

Basically we have a ticket we want to enforce PORTAL ONLY creation, there doesn't look to be a good way to do this.

So as a work around, I have a validator on "Create" of the workflow that requires a certain field to not be empty. I then remove that field from the "Create" screen and provide a custom error for that field stating "Please create via Portal".

As the value is provided via the form, it is pre-filled on the portal and thus creates the ticket. But can not be added in the "Create" screen and thus can't be made in the backend.

This actually works fantastic. Well until I get to my next issue. I also have an automation that needs to create a ticket too, this copies details directly from the first. The problem I have is the validator STOPS the ticket being created as of course that field isn't filled in.

And my automation won't fill in that field during Create because I'm hiding it from the Create screen so it doesn't even know the field exists.

Would love to hear some advice! Thanks


Answers:
author: Manon Soubies-Camy
body: Hi [@Calvin](/t5/user/viewprofilepage/user-id/4851947),

I'm sure you have good reasons for enforcing portal only creation, but IMO that creates frustration and ends up with people not raising requests through Jira at all. I'd be interested in learning more about why you need to prevent requests being raised from Jira!

But, to answer your question: have you tried using the [request-channel-type property](https://confluence.atlassian.com/jirakb/using-the-request-channel-type-property-on-filters-1188759288.html)? You could remove the validator and set up automations instead, for example:

* When request is created
* If request-channel-type = jira
* Then add a comment asking them to use the portal instead (and you could even automatically close the request, if that's what you want)

When creating requests through automation, request-channel-type = api, so that won't be an issue.

Hope this helps!

- Manon

comments: author: Calvin
body: Unfortunately in my area JSM is used by internal staff too, so sometime they act as an "agent" answering questions, but other times they are a "user". The problem is for this one particular ticket type there is a requirement of a certain form by the business. But as JSM doesn't show the form when creating in the backend (and apparently everyone ignores the warning by jira) we have allllll these tickets created without any of the required information that comes in via the form.

I was hoping to provide the error early so it didn't feel too mean by closing their ticket on them directly after creating it. But I think your right, I don't really see any other option besides checking for "request-channel-type" and doing it after the fact via automation. Cheers heaps for your comment!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to assign ticket automatically to available agents
Asked by Anna Nguyen:

Hi everyone,

Please help me this case:

How to assign ticket automatically to available agents (like omni channel). It means that when agent A is handling the ticket 1, then the incoming ticket will be auto assigned to agent B, and keep going on like that to the next agents.

Thanks


Answers:
author: Rilwan Ahmed
body: Hi [@Anna Nguyen](/t5/user/viewprofilepage/user-id/5592979) ,

Welcome to the community !!

You can make use of **Balanced workload** method for assigning tickets in automation rule. More details about it is in <https://confluence.atlassian.com/jirakb/jira-automation-rule-to-auto-assign-issues-based-on-role-or-group-1384127370.html>

comments: author: Anna Nguyen
body: Thanks a lot [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861)

This is exactly what I need now


Tags: cloud

jira-service-management

jira-service-management-cloud
subdomain
Asked by itsupport:

Dear team,

kindly provide atlassian subdomain


Answers:
author: Rilwan Ahmed
body: Hi [@itsupport](/t5/user/viewprofilepage/user-id/5595104) ,

Welcome to the community !!

Can you please elaborate your requirement with more details ?

If you are looking for Atlassian IP's and domains, then please go through <https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/> and <https://support.atlassian.com/bitbucket-cloud/docs/what-are-the-bitbucket-cloud-ip-addresses-i-should-use-to-configure-my-corporate-firewall/>


Tags: atlassian-cloud

cloud

jira-service-management

jira-service-management-cloud
Dependency Pick list in Service project
Asked by Shankar:

Hi Team, In Jira Service Management I need Dependency pick list

what I need means, for example, A drop-down list is available b drop-down list Should in hidden, If the person select A drop-down list afterward only it need to show B drop down List,


Answers:
author: Rilwan Ahmed
body: Hi [@Shankar](/t5/user/viewprofilepage/user-id/5545100) ,

Welcome to the community !!

In native jira, you have only custom field of type **Select list (cascading).**

Cascading select fields allow people to narrow their selection list by branching select fields into parents and children options. People select an option from the parent dropdown list and are presented with that options sub-list to select from. Cascading select fields help categorize options in a select list and reduce the number of choices needed to complete the field correctly.

If you have script runner, then you can try behaviors. More details in <https://docs.adaptavist.com/sr4jc/latest/features>

comments: author: Shankar
body: Hi [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) Thank you so much for your instant response, I haven't tried this script runner , will certainly check this option.


author: Shankar
body: [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) any other suggestions apart from script runner would be great.


Tags: atlassian-analytics

cloud

jira-service-management

jira-service-management-cloud
How to link all asset types
Asked by PK:

Hello Community!,

Actually we were generating report for Dashboard, we were trying to add all Asset types on single Pie Chart, however we were not able to select multiple object types.

We have below attached hierarchy

![Screenshot 2024-09-18 115555.png](https://community.atlassian.com/t5/image/serverpage/image-id/347902i1788CA820C134072/image-size/large?v=v2&px=999 "Screenshot 2024-09-18 115555.png")

If we select Hardware Assets, we need overall objects there on subcategory in same report, I mean if we select Parent Schema (Hardware Assets) it should include child data also, but not coming.

so could you please help us, how we can create link between those, or anything changes we need to do, in order to get all asset types in same report.

Thanks in advance


Answers:
author: PK
body: Hello Community,

Atleast confirm us, how many type of Gadget we can use for Assets, as of now we were able to use **Asset Widget**not able to use many widget types.

Please help.


Tags: cloud

data-center

jira-service-management

jira-service-management-cloud
Is it possible to get an Organization's creation date in Automation?
Asked by Jack Crowe:

I'd like to make an automation rule on JSM tickets when they're created - I want to have a condition "if the Organization was created in the last 6 months". I've been looking through smart values and API documentation and I didn't see a way, but I wanted to ask here before resorting to drastic measures!


Answers:
author: Joseph Chung Yin
body: [@Jack Crowe](/t5/user/viewprofilepage/user-id/3273649) -

Unfortunately, I don't believe as Organization is associated to user's account and it is not possible to obtain the creation date on this object.

I would recommend that you should contact Atlassian Support (<https://support.atlassian.com>) for possible assistance.

Sorry.

Best, Joseph Chung Yin


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Customer Import: Can customer name be imported? If so, how?
Asked by Patrick C:

Hey Folks --

Hoping I can get a clear answer on this one way or another. I've been through the community, docs, and tried a variety of things to no avail.

**Q:** When importing customers, can I include with the email address, the customer given/display name? For example, bobby123@example.com, Bob Smith.

I've been able to use details fields for additional context (which is great), but I am simply stumped on how to add customer names.

Thanks much!

Patrick


Answers:
author: Fabian Lim
body: Hi Patrick,

Have you taken a look at this article? <https://confluence.atlassian.com/jirakb/how-to-import-new-customer-details-in-jsm-1369440447.html>

Regards,

Fabian

comments: author: Patrick C
body: Hi Fabian,

Thank you for pointing out that article. Yes, I did look at it previously and took another, more detailed look at the end where the videos are embedded as I tend to prefer screenshots to videos. ?  

From my read of the page and experience, this walks through defining and importing values for customer detail fields. I've been able to do that without issue. What appears to be missing from that page is how to populate the "Full Name" or "Display Name". Yes, I can create fields with those (or similar) names, however they do not populate the actual customer name field.

To clarify further, I'd like to import the value Fred Flintstone to update the customer with email address fred@flintstone.com. In the example below, the first result is what displays in the customer view post import, the second example illustrates what I am trying to achieve.  

![example.png](https://community.atlassian.com/t5/image/serverpage/image-id/348024iB00E681355C1E53E/image-dimensions/249x108?v=v2 "example.png")

Thanks, and best,

Patrick


author: Fabian Lim
body: I suggest you open a ticket with Atlassian directly since you are a premium tier customer. I'm thinking that they are expecting the end user/customer to update the field once they receive the invitation. There must be a reason why they just want the email as the only mandatory field.


author: Patrick C
body: Thanks, I'll do that. I've known many orgs that really try to drive folks to their communities before anything else so figured I'd give it a try. ?

Appreciate your assistance and wish you well!


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to redirect to customer portal after ticket submission
Asked by Ste404:

Hi there,

I am looking at setting up a walk up kiosk type support form. I would like when the ticket is submitted to not sit at the view where it shows the submitted ticket but to actually loop back to the customer portal but even better back to the form where someone can lodge the ticket.  

Is this possible with JSM?


Answers:
author: Alex Ortiz
body: I don't think that this is going to be possible. You may need to do some sort of chrome extension/script that listens for the URL to change to my.atlassian.netservicedesk/customer/portal/6/MS-4?created=true

Then, redirect the site back to my.atlassian.netservicedesk/customer/portal/6.

But definitely no automation rule or setting in Jira that I was able to find that would do this.

comments: author: Alex Ortiz
body: that 6 at the end is just the number from my portal . . yours would be different. But the ?created=true should be the same.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can i add a tag to a ticket?
Asked by Naveed Rafiei:

In the old Jira we could tag a word. but in new one in our ticketing tools we can only lable a ticket and not able to tag. is there any way?


Answers:
author: Joseph Chung Yin
body: [@Naveed Rafiei](/t5/user/viewprofilepage/user-id/5594795)

Welcome to the community. Can you clarify on what you meant by "Tagging" an issue?

It is by default that one uses Labels to tag issues within a site.

Please advise so we can better assist you.

Best, Joseph Chung Yin

comments: author: Naveed Rafiei
body: Hi, let's say i have a ticket and i want to tag in a comment section like #test32

so in future when i search for #test32 i can find that ticket in that comment section


Tags: cloud

jira-service-management

jira-service-management-cloud
Scheduled Automations
Asked by Jishnu Unni:

Hello,

I am trying to create an automated email that is scheduled to run weekly. I want to get all Open issues and send one email with information related to these issues.

I was able to create the email successfully, but the issue is that one email is generated for each of the issues (for example, if there are two open issues, two emails are triggered). My goal is to send only one email for all open issues, but get the list of all issues in the same

Is it achievable without using any JS and just through simple automation rules? I am also attaching the sample format below

![Test.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/329305i28949E39DFCDDC65/image-size/large?v=v2&px=999 "Test.JPG")

-Jishnu


Answers:
author: Bill Sheboy
body: Hi [@Jishnu Unni](/t5/user/viewprofilepage/user-id/5518507) -- Welcome to the Atlassian Community!

There are at least three built-in ways to do this with Jira Cloud:

* create a **dashboard** showing the issues, and send a weekly email with a link to the dashboard
* make a saved filter to return the issues, and allow others to **subscribe to the filter** for a weekly email
* use an **automation rule** , with a scheduled trigger and no JQL statement in the trigger; instead use the Lookup Issues action to include up to 100 issues in the single email: <https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Lookup-issues>

Your current rule probably has JQL in the scheduled trigger, so if you adjust to the third method above that will change to send only one email per week.

Kind regards,  
Bill


author: J_ Caldwell
body: So rather then automation, you should probably leverage a filter and subscription for that filter. You'll need to get a group of the folks you want to receive it.

<br />

<https://support.atlassian.com/jira-software-cloud/docs/manage-filters/>


Tags: cloud

jira

jira-service-management

jira-service-management-cloud
Help with Automation in Jira
Asked by Dahveede Mahthighass:

Hi all,   
I'm trying to set up automation to enter a value in a custom field I've added and I'm stuck.   

I'm trying to get the Percentage complete based on the StartDate, Now, and the DueDate.  

I know I can manually get the right percentage of work completed (today's date - start date) / (due date - start date).  

I can't quite figure out the Jira query to use to provide that value.  

{{#=}} ( ({{now.diff(issue.StartDate).days}}) / ({{issue.dueDate.diff(issue.createdDate).days}} + 0.0001) \* 100 ) {{/}}  

<br />

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/329315iC67C554478F83943/image-size/large?v=v2&px=999 "image.png")

Bit of a noob to the automation piece of Jira.   

Thanks for any direction you can send me.   

David


Answers:
author: Dahveede Mahthighass
body: So here's how I resolved it and got it working.   

Round({{#=}}( ({{issue.customfield_10843.startOfDay.diff(now.startOfDay).days}} / {{issue.customfield_10843.startOfDay.diff(issue.duedate.startOfDay).days}}) + 0.0001) \* 100 {{/}}, 0)  

Corrected my Created date mistake. I copied the wrong line from my notepad. :)  
Start date was a custom field, so I pulled in the field name.  

This all works now to give me an aging percentage on a story.

Thanks Stephen for making me think more... much appreciated!!!!


author: Stephen_Lugton
body: [@Dahveede Mahthighass](/t5/user/viewprofilepage/user-id/5518530)

You've asked about how to calculate Percentage complete based on the StartDate, Now, and the DueDate, but you appear to have used 'createdDate' in your calculation.

The changes you need to make are:

* StartDate -\> "Start date"
* createdDate -\> created

This would give you this:

* {{#=}} ( ({{now.diff(issue."Start date").days}}) / ({{issue.dueDate.diff(issue.created).days}} + 0.0001) \* 100 ) {{/}}

*** ** * ** ***

However, since your question was around Start Date, Now and Due Date, changing created to Start Date gives:

* {{#=}} ( ({{now.diff(issue."Start date").days}}) / ({{issue.dueDate.diff(issue."Start date").days}} + 0.0001) \* 100 ) {{/}}

comments: author: Dahveede Mahthighass
body: Thanks.. good catch.   
I updated to that and ran the rule and it doesn't provide any result.


author: Stephen_Lugton
body: Good to see you got it working