youngmon/atlassian-qna huggingface dataset:
How to auto-assign ticket to a manager when the ticket SLA is breached ?
Asked by Mina Soultan:

We have different groups, and each one has a manager, how to auto-assign this manager based on the group selected of the request type, without adding this manager manually?  

Is there a way to set a manager for each group natively or a workaround in JSM to do so, that will help us notify the managers of groups when their associated ticket SLAs have been breached automatically?


Answers:
author: Vijay Dadi
body: Dear [@Mina Soultan](/t5/user/viewprofilepage/user-id/5439581)

You can have a automation like below but there is no manager concept. You can assign it an individual who is acting as a Incident Manager within your organization.

![SLA6.png](https://community.atlassian.com/t5/image/serverpage/image-id/321523iD453744E04238384/image-size/large?v=v2&px=999 "SLA6.png")![SLA7.png](https://community.atlassian.com/t5/image/serverpage/image-id/321524i38A51702CE5BB044/image-size/large?v=v2&px=999 "SLA7.png")

Hope this helps !

Vijay


author: Jack Brickey
body: Hi [@Mina Soultan](/t5/user/viewprofilepage/user-id/5439581) ,

there isn't a concept of manager/ leader of a group. You could use Automation to reassign on breach, however you would have to make your reassignment static within the rule. The rule would trigger when the SLA was breached, and then use an If/else block to check if the assignee is a member of a group and if so reassign to a specific user, I.e. the manager.

comments: author: Vijay Dadi
body: Hello [@Mina Soultan](/t5/user/viewprofilepage/user-id/5439581) ,

You can have a automation like below but there is no manager concept. You can assign it an individual who is acting as a Incident Manager within your organization.

![SLA6.png](https://community.atlassian.com/t5/image/serverpage/image-id/321462iFA72161FC5243776/image-size/large?v=v2&px=999 "SLA6.png")![SLA7.png](https://community.atlassian.com/t5/image/serverpage/image-id/321463i205ED57BE90F9BAA/image-size/large?v=v2&px=999 "SLA7.png")

Hope this helps !

Vijay


Tags: data-center

jira-service-management

jira-service-management-data-center
what is the tax price of ACP-420
Asked by shanmukteja406:

Hi anyone,

I'm planning to do ACP-420 and i could see the price USD $249 + tax.

Did any one know about the price of tax, so that it is very helpful to me to proceed further with some planning.

Regards,

Shanmukha Teja


Answers:
author: shanmukteja406
body: Exam price - $249 USD

Tax price - $44.82 USD as of 1st May 2024


Tags: cloud

jira-service-management

jira-service-management-cloud
Do i need to pay for portal only customer on Jira service Desk
Asked by Dinonath Khan:

Is there any pricing required for customers using Jira Service Desk?


Answers:
author: Dan Breyen
body: Hi [@Dinonath Khan](/t5/user/viewprofilepage/user-id/5487871) welcome to the community! Customers do not pay for JSM. Pricing for JSM is determined by the number of people you have interacting with customers (agents).

Here's a link with pricing information: [JSM pricing](https://www.atlassian.com/software/jira/service-management/pricing)

And a link that describes the roles: [JSM User Roles](https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/)

Hope that helps.

comments: author: Dinonath Khan
body: Thanks Dan! for infomation


Tags: cloud

jira-service-management

jira-service-management-cloud
How set up so that jira will have pre-defines listener for updates sent from other place?
Asked by Vera Valshonok:

How set up so that jira will have pre-defines listener for updates sent from other place?


Answers:
author: Valerie Knapp
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , thanks for your question.

Typically, you would need an app for this, unless you have someone who can write scripts for this type of integration between Jira and other tools.

A typical app used for this is Exalate - <https://marketplace.atlassian.com/search?query=exalate>

If this doesn't help, please share your feedback and either I or someone else will reply.

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
Check automations leak
Asked by Kamil Askerov:

Hi. How to check that automations work correctly and in needed places? At the last month we spent about 96 % from 5000 months usage of automations runs. I thinking that some automations works not in needed time. Can you help me?


Answers:
author: Calvin
body: Not sure if what you're looking for but if you go to automations there is a section-tab where you can find useage:

![Useage.png](https://community.atlassian.com/t5/image/serverpage/image-id/321426i424089A08FCCC897/image-dimensions/357x116?v=v2 "Useage.png")

Or you can find more details in the top right, where the three dots are and check "View performance insights" where you can see throttling, loops and errors. ![Performance Insight.png](https://community.atlassian.com/t5/image/serverpage/image-id/321427i56A92FAAFBE4B4BC/image-dimensions/228x125?v=v2 "Performance Insight.png")

Other then that I'd probably check the "Audit Log" to investigate certain processes. You can see the full one in the first picture above on the section-tab. Or you can go into individual automations to investigate specific ones.

comments: author: Kamil Askerov
body: Thank you for answer [@Calvin](/t5/user/viewprofilepage/user-id/4851947) . I know that option. I whant to found in wich automation I have problem. I whatched Audit Log and Usage. But there all wark properly.


Tags: cloud

jira-service-management

jira-service-management-cloud
Hoe can i change assigned workflow for a new Issue type I created (email request)?
Asked by Vera Valshonok:

Hi!

I have created a new hidden from portal issue type - Email request.

It comes automatically with the workflow assigned to it , but i need to change it to the other one, to the workflow we also use for the main Issue type.

This is needed because I would like to have and automation that will say that: When ticket is created and its Email request - move it to the main issue type. For it to work i need these issue types and request types related to them to have same workflow.


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

From the left side bar choose Project settings.

Then choose Workflows from the left sidebar.

Find the Workflow that you want to assign the Email Request **to**, and choose (assign) from the bottom of the list of issues assigned to that workflow.

Then finally choose Email Request from the list of ticket types, followed by clicking the Finish button.


Tags: cloud

jira-service-management

jira-service-management-cloud
???????????2??????????????????????????
Asked by ?? ??:

??????????????2?????????From?To???????????????????????????????????????????????????????????????????????????????

? To??From?????????????????


Answers:
author: M.Shimizu
body: 2?????????????????From?To???????????????????????????????????????????????????????????

* [Automation smart values - date and time - ????? {\[date1\].diff(\[date2\]).\[unit\]}](https://support.atlassian.com/ja/cloud-automation/docs/jira-smart-values-date-and-time/#Date-difference---)
* [2 ????????????](https://support.atlassian.com/ja/cloud-automation/docs/examples-of-using-smart-values-with-dates/#Calculating-the-difference-between-two-dates)

????????????????

1. ???????????????From?To????? ??????**ID???????????
   ??????**
   1. ?????????**Jira ???** ?????? \> **\[??\]** \> \[**???? ?????\]**?????
   2. ????????????? ???????????
   3. ???? ???????????????????????? \[...\] ???????\[**?????????????\]**?????
   4. **???????????????** ????**URL???** ???? ??????**ID** ???????  
      ????????URL????????????ID??customfield_10068????  

      ```
      https://your-domain.atlassian.net/plugins/servlet/project-config/PROJECTKEY/contexts/customfield_10068
      ```

2. ?????????????????????????????????????
3. ?????????????????  

   ![????????? 2024-05-13 17.53.36.png](https://community.atlassian.com/t5/image/serverpage/image-id/323280i989AE7861F4605FE/image-size/large?v=v2&px=999 "????????? 2024-05-13 17.53.36.png")  
   ?????????????????diff??????????????

   ```
   {{triggerIssue.customfield_10210.diff(triggerIssue.customfield_10211).seconds}}
   ```

   <br />

   ??  
   -????customfield_10210???customfield_10211????????????????????????????  
   - ????seconds????????????????????????hours????????????????????????????????????  

   [Automation smart values - date and time - ????? {\[date1\].diff(\[date2\]).\[unit\]}](https://support.atlassian.com/ja/cloud-automation/docs/jira-smart-values-date-and-time/#Date-difference---)   
   [2 ????????????](https://support.atlassian.com/ja/cloud-automation/docs/examples-of-using-smart-values-with-dates/#Calculating-the-difference-between-two-dates)   

   <br />

???????????????????????


Tags: cloud

japan

jira-service-management

jira-service-management-cloud
Auto response through Jira SM
Asked by Mark Beard:

Hi All,

So, i have a jira service management project setup which users can raise issues through the front end portal to my team for triage.

In order for this to work for us when my team pick up the ticket and triage and it is put into the 'to do' status, the ticket is cloned and sent to the technical teams board to be worked on.

I have automation setup to do this automatically, however what i am trying to do is get the cloned ticket reference on the auto response to the customer. is this possible?


Answers:
author: Bastien Delourmel
body: Hello Mark,

You can use the following smart value: **{{createdIssue}}**to have the reference key.

Let me know how it goes,

Have a nice day


Tags: cloud

jira-service-management

jira-service-management-cloud
How to validate Webhook event using header.authorization
Asked by afsar.alam:

I am using rest api to create a subscription in Jira <https://api.atlassian.com/ex/jira/>\<cloudId\>/rest/api/2/webhook with payload:  
"url": "My-url",  
"webhooks": \[ {  
"events": \[ "comment_deleted" \],  
"jqlFilter": "project!=EMPTY",  
"excludeBody" : true ,  
"secret": "MySecret"  
} \]  

I am able get notification event in my My-url. In Event's header part I am getting a field authorization containing jwt token.  

Can someone help me to validation that event is received from required resource?  
I am using java code to validate. Can some share steps and java code if possible to validate this?


Answers:
author: afsar.alam
body: Hi ,

Its documented that if you have created a subscription for Jira webhook using v2 version of rest api url (<https://api.atlassian.com/ex/jira/>\<cloudId\>/rest/api/2/webhook)then to authenticate received webhook event you will need your user's client secret.  
<https://developer.atlassian.com/cloud/jira/platform/webhooks/#registering-a-webhook-using-the-rest-api--for-connect-and-oauth-2-0-apps->

I used below java code snippet to validate  

```
import io.jsonwebtoken.Claims;
import io.jsonwebtoken.Jwts;
class Main{
public boolean verify(String jwtToken, String clientSecret){
claims = Jwts.parser()
.setSigningKey(clientSecret.getBytes())
.parseClaimsJws(jwtToken)
.getBody();
}
}
```


Tags: cloud

java

jira-cloud

jira-service-management

jira-service-management-cloud

jwt
Jira Service Management - Reporting issues by priority over time?
Asked by Phillip C:

We use Jira Service Management and are failing to understand how to report on issues created over time and grouping them by priority.

For example, I would like to see for the past 30 days, each day the number of open tickets, based on their priority. I'd need this in a line graph so it can be interpreted at a glance.

This will help understand trends of our product.


Answers:
author: Ben Finn
body: hI [@Phillip C](/t5/user/viewprofilepage/user-id/4276845) ,

Have the investigated the dashboards? Unfortunately out of box there aren't very many complex charts like you're talking about but you could create a few different "Recently Created Chart" Dashboards. Each one being daily for the last 30 days and using a filter so that each one only shows issues related to one specific priority level. Thoughts?  

comments: author: Phillip C
body: Hey, appreciate the reply. Unfortunately no this wouldn't help, as tickets are created based on their priority, they are triaged. So created priority would be wrong to use that for reporting.

This is incredibly frustrating, as it's such a needed report to understand how your business/product is going, but there isn't anything available to get totals for tickets over time. I'm either going against the grain or this area of Atlassian is completely missed.


Tags: cloud

dashboard

jira

jira-cloud

jira-service-management

jira-service-management-cloud

reporting
Creating a User Asset object when a New user form is submitted
Asked by Gerrald Stephen:

Morning All,

We have setup a New User request form and linked the main data fields such as Name, Location, Department to Custom Jira fields.

I wanted to know if I can setup an automation to automatically create a New User object with the Attributes from the form fields. I tried setting up the automation with Form submission as the trigger and the action being to Create Object. An example of the attributes I set was as follows:

Name : **{{issue.Employee First Name}} {{issue.Employee Last Name}}** (Linked Jira fields)

The rule runs but comes up with the error as follows:

**{"errorMessages":\[\],"errors":{"Company":"The value provided is invalid"}}**

Has anyone been able to do this?

TIA.


Answers:
author: Vijay Dadi
body: Hello [@Gerrald Stephen](/t5/user/viewprofilepage/user-id/5427515) ,

Do you have a Company as an attribute in your object schema. Can you please provide a screenshot of your automation, so that it provides better understanding of the issue.

comments: author: Gerrald Stephen
body: Hi [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) ,

Thank you for your response. I have confirmed that we do have the company as an attribute in the Staff object schema.

Here is the screenshot of the automation action:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/324729i9953AFF2331C3091/image-dimensions/321x474?v=v2 "image.png")

I have selected the trigger as when the Onboarding form is submitted. As mentioned, the Employee location and name is a linked Jira field on the form.

Let me know if there is anything further that you need from me.

Kind regards,

Gerrald Stephen


author: Vijay Dadi
body: The field Company is free text field or a reference to an Object, where Company name is a part of another schema?


author: Gerrald Stephen
body: Hi, is this for the field in the automation? If so, then the Company field is a free text field. I don't have a field in the form with the company field.

I had a look at the object schema and the Company attribute has the Type value as the Department Field. Would editing the field for this in the automation make a difference?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to get numbered list from issue.description?
Asked by leotoqui1567:

Currently I am automating sending an email each time an issue is created and the issue type is a task.

For this, I am using {{issue.description}} to include it in the body of the email but it does not take into account that inside description, there is a numbered list and it only returns a # instead of 1. or 2. as I want it to do.

*** ** * ** ***

**So my question is how can I change the code so it takes this into account?.**

-\> Text in my description

1. Request
2. Time

-\> Text in email

# Request

# Time

*** ** * ** ***

I also include my html for this point

\<div style="margin-left: 20px;"\>   
{{issue.description.replace("\\n", "\<br\>")}}  
\</div\>\<br\>


Answers:
author: Tuncay Senturk
body: Hi [@leotoqui1567](/t5/user/viewprofilepage/user-id/5324856)

{{issue.description}} provides wiki format. You need to use a Wiki renderer to get HTML-like results. I can't help as I don't know where your code runs, but please check applicable WikiRenderers for your environment.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-work-management
How to best integrate Netsuite with JSM
Asked by Nick Wilsher:

Hi,

Does anyone have experience \& advice on the best options for integrating Netsuite with JSM.

We want to be able to pass Netsuite customer details to create JSM Orgs \& Customers, and pass Jira customer references back to Netsuite.

We are investigating third-parties eg Skyvia or Celigo, but keen to hear any advice.

Many thanks

Nick


Answers:
author: Maximiliano Julio
body: Hi Joseph, did you find any solutions to integrate Jira and NetSuite?


author: Joseph Chung Yin
body: [@Nick Wilsher](/t5/user/viewprofilepage/user-id/2326229) -

Out of the box, it is not possible as you will need third party integration tool to integrate between Netsuite with JSM.

Here are a few listing that I have found for your references -

[Skyvia](https://skyvia.com/data-integration/integrate-netsuite-jira-service-management#:~:text=How%20to%20integrate%20NetSuite%20and%20Jira%20Service%20Management&text=You%20configure%20your%20data%20integration,execution%20in%20the%20Run%20History.)

[Merge](https://www.merge.dev/categories/accounting-api?utm_keyword=netsuite%20api%20integration&utm_matchtype=p&campaign_id=16384109746&ad_group_id=141803865961&device=c&network=g&utm_term=netsuite%20api%20integration&utm_campaign=Accounting-Integrations&utm_source=google-paid&utm_medium=paid-search&utm_content=Netsuite&hsa_acc=3079314762&hsa_cam=16384109746&hsa_grp=141803865961&hsa_ad=679908754961&hsa_src=g&hsa_tgt=kwd-299225134782&hsa_kw=netsuite%20api%20integration&hsa_mt=p&hsa_net=adwords&hsa_ver=3&gad_source=1&gclid=EAIaIQobChMI_-iEmpPrhQMV5DbUAR03pgefEAAYASAAEgIoXvD_BwE)

[Checkout - Procurement for Jira Service Management](https://marketplace.atlassian.com/apps/1221015/checkout-procurement-for-jira-service-management?hosting=cloud&tab=overview)

Hope this helps.

Best, Joseph Chung Yin

comments: author: Nick Wilsher
body: Thanks Joseph, I will check out those other two, alongside Skyvia.


author: Joseph Chung Yin
body: [@Nick Wilsher](/t5/user/viewprofilepage/user-id/2326229) -

If my suggestion helped you, please click on "Accept answer" when you have a chance, so others with similar asks will see this posting as an answered one in the community.

You are welcome.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation Rule: Assign based on comment value
Asked by Ben Hart:

I have the following rule:

When: All Comments

If: Service == placeholder

If Block-

If: Status is Open

Then: Transition to WIP

And: Assign the issue to user who triggered (service account)

And: send web request

Else If-

Elif: Status is not Open

Then: Add value to audit log {{issue.comment}}

And: send web request

If: matches {{issue.comment}} contains regex \\w+\\.\\w+(?=@)

Then: create variable {{ackname}} from {{issue.comment.match("(\\w+\\.\\w+(?=@))")}}

And: assign issue to {{ackname}}

And: add value to audit log 'Ack name is {{ackname}}'

Now what happens is that {{ackname}} is not defined.. actually neither is {{issue.comment}}.. I've googled but cannot find any user-friendly docs on what possible smart values there are for this nor how to use regex with the create variable..

But I bet my entire problem is that I'm not defining the values correctly. If anyone can help I'd be super appreciative.


Answers:
author: Calvin
body: Hay mate, I'm a little confused, but if it helps:

* Is the trigger run on each new comment? If so maybe you can use {{issue.comments.last.body}} to get the text
* I'm assuming all users you are taking from {{ackname}} already has a JSM account, as I think its needed to assign to? (I might be wrong on that).
* I'm not too sure where the webrequest comes in, are you looking at comparing the webrequest with the regex to see if an email exists, and if it does pull that email into the assignee?
  * Is there any other way to do what you're looking for? Or are you particularly trying to make the assignee be based on this webrequest and comment comparison?

comments: author: Ben Hart
body: Howdy!

Ok so I probably coulda left the web request parts out because they are not related to my question.. directly. However I thought including every step of the rule would be appropriate.

The issue is triggered on all comments yes, thanks for the last.body tip! I did tweak the create variable and I now have the email preamble! Next step now is to figure out how to remove the period (.) and replace it with a space.

I am now using: *{{issue.comments.last.body.match("(\\w+\\.\\w+(?=@))")}}*to define the variable. I'm sure there's a way to make use of .replace on this.

Every person in this Project also has an account on the web request side.. however the only way I can get any sort of reference to the person is this comment, with their email address in the body. So the idea is to set a var with that email preamble (complete!) and now replace the period with a space. Then I can hopefully use the variable to define an Assign User step.

> Is there any other way to do what you're looking for? Or are you particularly trying to make the assignee be based on this webrequest and comment comparison?

I don't think so honestly.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I force categories and sub-categories to be prompted to be filled in when closing a ticket?
Asked by Marama Glen-Mokai:

When an agent is ready to close a ticket, I want to be able to have both categories and sub-categories prompted to be filled in. At the moment, I can close tickets without the categories, which is not ideal for reporting. Has anyone set this up for your tickets?

I've looked at editing the workflow, but I'm not sure what I'm doing there.

Any assistance with this would be greatly appreciated ?


Answers:
author: Vijay Dadi
body: Dear [@Marama Glen-Mokai](/t5/user/viewprofilepage/user-id/5487533) ,

We have created schemas in Asset to hold all the categories. So when a issue is submitted, we do a schema lookup and set the values for categories.

Hope this helps.

Vijay

comments: author: Marama Glen-Mokai
body: Thank you Vijay, will look into it ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Restrict bulk edit option in Assets but allow edit rights
Asked by Sam Ayres:

Is it possible to restrict bulk editing rights in Assets, but still allow users to edit individual objects within the roles?


Answers:
author: Joseph Chung Yin
body: [@Sam Ayres](/t5/user/viewprofilepage/user-id/4594542) -

Based on my understanding that it is not possible to lockdown bulk edits right if he/she are granted with object level edit right already.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: asset-management

assets

assets-discovery

cloud

jira-service-management

jira-service-management-cloud
Piping smart values from a Jira issue into a slack workflow is coming up empty
Asked by Micah Barnott:

We're looking to bring in the ticket key, description, and the issue's url into the automation that will be sent over to the slack workflow via a web hook when a new issue is created. When testing this no data seems to be passed/stored, when using these variables in the slack workflow they are blank. Is there a step that I am missing here?  

<br />

![11.png](https://community.atlassian.com/t5/image/serverpage/image-id/321359i13C327F5748B6A8B/image-size/large?v=v2&px=999 "11.png")


Answers:
author: Kalyan Sattaluri
body: Hello [@Micah Barnott](/t5/user/viewprofilepage/user-id/4712297)

{{ticket.key}} is not the right smart value. you reference it as {{issue.key}} or just {{key}}

same goes with description, {{issue.description}} or {{description}}

also, {{issue.url}} should have been working..

You havent shared your full rule or audit log so I am not sure if I am missing anything.

comments: author: Micah Barnott
body: Ahh good call on that, thank you!


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud