youngmon/atlassian-qna huggingface dataset:
How to see what has been edited in a comment
Asked by kay bickell:

When comments are edited or deleted, they do not show in the case history. If the description gets updated, this is tracked in the history log.

How can we see what changes someone has made to a comment, whether it is their own, or someone else's from the Jira logs, or is this not yet available functionality. If it is not, are there any plans to bring this in?


Answers:
author: Jim Knepley - ReleaseTEAM
body: ([As of 2019](https://community.atlassian.com/t5/Jira-questions/Edited-comment-history/qaq-p/1103680)) comment changes aren't tracked. [Atlassian declined](https://jira.atlassian.com/browse/JRACLOUD-12400) to implement this feature in 2016.

comments: author: kay bickell
body: Thank you for the link, doesn't hurt to ask again I guess :)


author: Yuliia_Borivets__SaaSJet_
body: Hi [@kay bickell](/t5/user/viewprofilepage/user-id/5122346)

It's really inconvenient, but tracking deleted or updated comments is not available in Jira. You can only see that the comment was edited, but not what was exactly updated.

My team worked to solve this problem for our users, and last week, tracking comments changes was implemented for [Issue History for Jira](https://marketplace.atlassian.com/apps/1220385/issue-history?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=referral&utm_campaign=Comment_How-to-see-what-has-been-edited-in-a-comment_20240729) app. It looks like this:

![Jira comment history.png](https://community.atlassian.com/t5/image/serverpage/image-id/338667iF6625181E5C6F205/image-size/large?v=v2&px=999 "Jira comment history.png")Read more here: [How to track comment history in Jira](https://community.atlassian.com/t5/App-Central/How-to-track-comment-history-in-Jira/ba-p/2764915)

***Important.** The option works only after activating within the add-on. It doesn't show previous comment updates before activating because not everyone needs it.*

Free trial available, and if you are interested, here is the documentation on [How to track comments changes](https://saasjet.atlassian.net/wiki/spaces/IH/pages/3118825480/Tracking+comment+changes)

comments: author: kay bickell
body: Many thanks, but I'm not looking to use add ons.


author: Dexter de Vera
body: Hi [@kay bickell](/t5/user/viewprofilepage/user-id/5122346) ,

Addition to [@Jim Knepley - ReleaseTEAM](/t5/user/viewprofilepage/user-id/5333848) reply. Only deleted comments are logged into ticket history but track only the user who deletes a comment.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338612i93F563623D37268F/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Do not sent an "Activate your Account" mail when a new customer sends an email to JSM
Asked by Paul Wilkinson:

Hi,

We are preparing a JSM project to which anybody may send an email to create a Ticket.

If somebody, not present in the Jira User Directory, sends an email to Jira he receives in return, by default, an "Activate your Account" mail (see attachment)

![Screenshot 2024-07-29 at 16.53.25.png](/t5/image/serverpage/image-id/338569i7BDCF6BBEF56760C/image-size/large?v=v2&px=999 "Screenshot 2024-07-29 at 16.53.25.png")

Can anyone suggest how to BLOCK this email, we do not want the user to receive it.

Thanks a lot in advance

Paul


Answers:
author: Adolfo Casari
body: [@Paul Wilkinson](/t5/user/viewprofilepage/user-id/3740350)

In Project Settings ---\> Customer Notifications , turn on the option to disable account verification emails.

comments: author: Paul Wilkinson
body: Sure, I forgot that the setting was there.

Thanks

Paul


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

mail

server

signon
Automations not editable after new project import
Asked by April_Delay:

*Cannot provide screenshots.*

We used CMJ to migrate to a new instance of Jira. We also imported the Automations.

The automations all exist, but when a user (even admin) tries to edit them in any way, we see the error below, in a red box. This happens when we try to toggle a rule off or on as well. We have combed over all of the permissions schemes and cannot find the culprit. Our Jira support has not responded in weeks.

This behavior occurs with imported automations and newly created automation.

ERROR

Error while updating rule. Error

Please reload and try again.

**More details:**

Projects imported**from** Data Cetner:

* Jira v8.22.2
* Jira Service Management v4.22.2
* Automation v8.0.3

Projects imported **to** Data Center:

* Jira v9.15.2
* Jira Service Management v5.15.2
* Jira Agile v9.15.2
* Automation v9.2.0


Answers:
author: Kelsey LaMastres _Appfire_
body: Hi [@April_Delay](/t5/user/viewprofilepage/user-id/4733091)

I would recommend you reach out to the CMJ support team at Appfire, you can create a ticket here: <https://appfire.atlassian.net/servicedesk/customer/portal/11/group/36/create/161>

What I can say is that Automation for Jira is not yet supported by CMJ. There may be some issue because your source instance is 8.22.2 and Automation for Jira becomes part of Jira in 9.0, so the way it's deploying on target is causing some issues. You might try to re-create the problematic rules manually and see if that fixes the issue, but I would recommend our support team either way!

Best of luck,

Kelsey, Product Marketing at Appfire


author: Nicolas Grossi
body: [@April_Delay](/t5/user/viewprofilepage/user-id/4733091) If you have an active license you might contact support.atlassian.com

comments: author: Aprildelay
body: Thank you for the response. We have contacted them but have not gotten a response. We're on a deadline to migrate so I'm turning to the community =).


Tags: automation

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-software
How can clients see all the incidents of a project?
Asked by Grettel Perez:

I have several JSM projects and they all have their portal.

Today only the client can view his or her incidents, but not those of other clients.

How can I make it so that clients from the portal can see all the incidents and even those not created by them?

![Captura de pantalla 2024-07-29 104152.png](/t5/image/serverpage/image-id/338564i0284923DB30F9AF0/image-size/large?v=v2&px=999 "Captura de pantalla 2024-07-29 104152.png")


Answers:
author: Adolfo Casari
body: [@Grettel Perez](/t5/user/viewprofilepage/user-id/5555336)hay que crear una Organizacion (EFE por ejemplo), agregar a todos los usuarios del portal a esa organizacion y hacer que los tickets se compartan con EFE cuando se crean. Estos 2 pasos se pueden hacer manualmente o usando una regla de automatizacion con Issue Created como trigger.

comments: author: Grettel Perez
body: [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257) cuales serian los pasos para que se compartan los tickets, porque se como crear la organizaci?n y asociar los clientes, pero la otra parte qu eme comentas no se. me puedes ayudar ?


author: Adolfo Casari
body: Para hacer que los tickets queden relacionados a la organizacion basta una regla de automation que edite el campo Organizations y lo asigne a EFE apenas se crea el ticket.


author: Grettel Perez
body: Hola, estoy haciendo los cambios

Ya asocie a todos los clientes en la organizaci?n, luego como hago lo de la regla?

Otra consulta, debo eliminar a los clientes del area cliente? porque alli los tengo creados y los tengos en la organizaci?n tambien


Tags: cloud

jira-service-management

jira-service-management-cloud
Bulk Update Workflow "Post-Functions"
Asked by Santhosh Raj:

We have like 100 workflows and wanted to update Resolution to Done and rejected in Post functions,

So can we update it bulk using any Python Code.

Is it possible by anyway for achieving ?


Answers:
author: John Funk
body: Hi Santhosh,

You can add a looping transition on the Done status (a transition that starts and ends on the same status). Then add a condition that only the atlassion-addons group or project role can execute it. (Also add the Jira Admin group so you can see the transition later). Save and publish the workflow.

Then you can do a query to identify the issues, do a bulk change, then do a transition and execute the looping transition you just created.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer notification emails seem to sometimes stop working
Asked by David Kee:

Have a Jira service management project set up to generate tickets from emails to s shared mailbox.

I am seeing inconsistencies that sometimes my customer notification emails are not getting received.

Is there some setting that I need to check to ensure these notifications are actually getting generated?


Answers:
author: Jim Knepley - ReleaseTEAM
body: If you have a custom "from" email address for notifications, you want to appropriately [configure SPF and DKIM signatures](https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-cloud-to-send-emails-on-behalf-of-your-domain/). You'll also want to configure the related DMARC record to advise recipients about your delivery policy if a message fails SPF/DKIM validation.

If you don't have those settings, or they are misconfigured, mail servers may choose to reject an email from Jira.


author: Shawn Doyle - ReleaseTEAM
body: I am moving this to the JSM forums for better visibility.


Tags: cloud

confluence

confluence-cloud
Setup required fields in Service Desk email channel
Asked by Radhika Rajendran:

How to capture department of the reporter/customer when they submit requests through email in Service desk project.


Answers:
author: Mark Higgins
body: HI Radhika,

Its not straight forward, and OOTB, I do not believe it is acheivable.

We achieve this using Assets, and creating a People schema of the organisation.

You do need to link the Atlassian ID to the schema, so that you know that Person X, in your organisation, has an Atlassian ID of Y.

YOu can then create a custom field to read the asset where the Atlassian ID = {reporter}

Not straight forward, but it is achievable.

Hope this helps

Regards

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we automate the total sum of story points delivered by each team member?
Asked by Sidra Amir:

I want to automate the delivered story points by each **team member** in a sprint? Is it possible to autosum and use it in confluence?   

*Please note I am not asking to sum up the story points of the subtasks.*


Answers:
author: abhishek_sharma03
body: Hi [@Sidra Amir](/t5/user/viewprofilepage/user-id/4932662) - Auto sum is not possible using the Out of Box features in Jira. You will have to use an external plugin for the same. However there is a work around using Two Dimensional Filter Statistics Gadget. You will be able to pull the assignee alongwith respective story points closed till date in a sprint. But it won't show the auto-sum.

comments: author: Sidra Amir
body: [@abhishek_sharma03](/t5/user/viewprofilepage/user-id/3755900) thankyou for answering this. Can you recommend any external plugin compatible with JIRA to perform the task?


author: abhishek_sharma03
body: [@Sidra Amir](/t5/user/viewprofilepage/user-id/4932662) Scriptrunner can be used to achieve this.


author: Sidra Amir
body: Thank you, will check this.


author: Bill Sheboy
body: Hi [@Sidra Amir](/t5/user/viewprofilepage/user-id/4932662)

You seem to be indicating the team is using Scrum methods. What problem are you trying to solve by measuring *by person* rather than *by the team*? That practice would cause the unintended consequence of rewarding individual behavior over helping/supporting the team to achieve goals.

Kind regards,  
Bill
Triage Ticket - Auto Assign
Asked by Sampath:

Team

We have 9 Members : APJ - 2 Members EMEA - 3 Members AMR - 2 Members Weekend - 2 members

* I need to do auto assign the tickets, when it arrives in triage
* We have 3 rotational shift peoples
* How we can auto assign tickets : Could you pls share the condition
* Out of 9 , 2 members can only take 50%(manager level ) of tickets rest of them should assign 100% (junior level) based on ticket count / ticket taken / or ticket very low
* Its there any way pending tickets can address. If APJ shift has been ended , EMEA starts, some APJ ticket not able to address until APJ members check on next day
* Off tickets / Vacation ticket how to handle
* Can we set Out of Office in Jira comment , which will automatically sends to user , when commented in the ticket


Answers:
author: Jaime Capitel _resolution_
body: Hi [@Sampath](/t5/user/viewprofilepage/user-id/3886406) I'm sorry I have missed this until now.

My company has an app for Jira cloud that would allow to handle your needs for tickets assigned while out of office. It's [Out of Office for Jira Cloud](https://marketplace.atlassian.com/apps/1218305/out-of-office-issue-calendar-automation-for-team-workflow?hosting=cloud&tab=overview).

Let me know if you're still looking to fix this problem and I'm happy to discuss it.

comments: author: Sampath
body: Hi [@Jaime Capitel _resolution_](/t5/user/viewprofilepage/user-id/3951914)

Thanks for your response but we are running on server, we need only solution in server end


author: Jaime Capitel _resolution_
body: Hmmm well if you said DC then you could still look at [Akeles' app](https://marketplace.atlassian.com/apps/1211752/out-of-office-assistant?hosting=datacenter&tab=overview) which does essentially the same...


Tags: cloud
Auto assign ticket when a specific component is selected in form Jira Cloud
Asked by Dorothy Callahan:

Hi,

I created form where a specific "Component" can be selected from a list of components by requestor. I would like to have ticket auto assign to specific user based on selected component. I've gone through Issue triggers however unable to use issue trigger when field is updated with XXX.


Answers:
author: Mayur Jadhav
body: Hi [@Dorothy Callahan](/t5/user/viewprofilepage/user-id/4896099) ,

You don't have to use any trigger or something, You need to Component in Jira n create a component, and define the component lead. So whenever the user is selecting a component while creating an issue then automatically issue will be assigned to the Component lead.

For more detail on How to create a component and how it works Please have a look at Atlassian Document on [Organize work with components](https://support.atlassian.com/jira-software-cloud/docs/organize-work-with-components/)

Cheers,  
Mayur

comments: author: Dorothy Callahan
body: Thank you for your help!


author: Mayur Jadhav
body: [@Dorothy Callahan](/t5/user/viewprofilepage/user-id/4896099) if the answer was helpful it would great if you hit the accept button so that it will others too.


author: Karyna Tyrnavska _SaaSJet
body: Hi, [@Dorothy Callahan](/t5/user/viewprofilepage/user-id/4896099) !

You can assign issues to a specific user automatically by using [Business Process Manager](https://marketplace.atlassian.com/apps/1225573/business-process-manager?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment-Auto-assign-ticket-when-a-specific-component-is-selected-in-form-Jira-Cloud_20220811) add-on.

[My team has developed Conditional step](https://saasjet.atlassian.net/wiki/spaces/SAASJET/pages/2330558465/Conditional+step) functionality that allows starting an assign issue, when specific component is selected


Tags: jira-cloud
Find tickets with same summary from same reporter
Asked by Volker Kiehn:

Hello together,

I'm testing an automation to find out duplicated sytem messages send via mail. I tried these suggestion

<https://community.atlassian.com/t5/Automation-questions/Look-for-same-Issue-Summary/qaq-p/1512490>

The system does not recognize the ticket id so we can not add this to the mail subscrition.

The automation is running well, if there are no special characters in mail subject. If there is for example a colon, it fails  

Following part of the jql fails: AND summary \~ "{{issue.summary}}"

I tested also manually with jql or advanced search funktion

summary \~ "WG\*" -\> is running well

summary \~ "WG:\*" -\> doesn't find anything

We need to compare strings like this

WG: \[Failed\] XYZ - My Veeam Report (Last 24 Hrs) - SRVNAME


Answers:
author: Volker Kiehn
body: Hi [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)

I got a solution from the support.  

Using  

summary \~ "\\" {{ issue.summary }} \\""  

instead of  

summary \~ "issue.summary"  

makes me able to use the example described here

<https://community.atlassian.com/t5/Automation-questions/Look-for-same-Issue-Summary/qaq-p/1512490>

best regard

Volker


author: Bill Sheboy
body: Hi [@Volker Kiehn](/t5/user/viewprofilepage/user-id/4421724)

JQL is not an SQL, and so you cannot search for those exact matches, particularly with non-alphanumeric characters, with out-of-the-box Jira features.

Without knowing more about your use case and what the automation rule is intended to do, one suggestion would be using JQL to get close matches (e.g. with a scheduled trigger or branch on JQL), and then use advanced compare conditions in the rule for further testing. The text functions using regular expressions should be able to detect the rest.

Kind regards,  
Bill

comments: author: Volker Kiehn
body: Hi [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)

I opened a support case for this issue. Unfortunately I don't have influence on the mail subscriptions send to our jira.

I have to compare via variable. so i have to compare the hole title. I'm using this JQL  

reporter in (issue.reporter) AND summary \~ "issue.summary" AND created != "issue.created.jqlDateTime" AND status not in (Closed , resolved)

As I described it's running well without special characters.

best regards

Volker
Lookup object with & in the name
Asked by Mikael Sandberg:

Is anyone using the lookup object in an automation were the value includes \& in it? I have an automation that is looking up approvers based in the department, and one of our departments has an \& in its name and the lookup fails if I reference the custom field in the query. But if I manually enter the department name in the query it says the syntax is valid.

![Screen Shot 2022-07-14 at 12.13.18 PM.png](/t5/image/serverpage/image-id/206090i6143C51973A4F078/image-size/large?v=v2&px=999 "Screen Shot 2022-07-14 at 12.13.18 PM.png")

![Screen Shot 2022-07-14 at 12.13.36 PM.png](/t5/image/serverpage/image-id/206093iEFB90D8000DEA422/image-size/large?v=v2&px=999 "Screen Shot 2022-07-14 at 12.13.36 PM.png")


Answers:
author: Bill Sheboy
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

First thing, I am not using Lookup Objects in our instance...with that disclaimer covered...

I wonder if you escape that for the exact string match if it would be accepted, such as with:

"Department Name" = "\\"Finance \& Legal\\""

Kind regards,  
Bill

comments: author: Mikael Sandberg
body: Escaping it doesn't work either unfortunately, the error message is the same and it cuts off the query after finance. It looks like it might be a bug in the lookup.

I have a workaround by using a Dispatcher automation that sends a web request to the automation that does the actual work based on department, and in the case of the one that has the \& in it I use the key instead to get the object.


author: Bill Sheboy
body: I just did a quick look in the Automation Cloud and the old Code Barrel backlogs and did not see this symptom.


author: Mikael Sandberg
body: Turns out this is a bug, [JSDCLOUD-11142 - Looking up Insight objects in automation when the IQL contains an \& throws an error and returns no results](https://jira.atlassian.com/browse/JSDCLOUD-11142)


author: Bill Sheboy
body: Thanks! I missed finding that one in my searches as I was checking the wrong projects :\^)


Tags: cloud
Jira Automation only Triggered Once
Asked by Andrew Attard:

Hello,

I've created an automation that should trigger any time an issue's status is update. There are no conditions beyond that.

When the status is updated, the action is to post a comment that says 'The status has been updated to X'.

I enabled the rule, change the status \& it worked on the first change:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/205877i03488069D53FC625/image-size/large?v=v2&px=999 "image.png")

After this however, I've changed the status multiple times and no comment is added.


Answers:
author: Mikael Sandberg
body: Hi [@Andrew Attard](/t5/user/viewprofilepage/user-id/4986236),

Welcome to Atlassian Community!

How are you triggering the automation? Also on the comment action, have you disabled/unchecked this one?

![Screen Shot 2022-07-13 at 1.14.52 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/205878iAE402474E171A81D/image-size/large?v=v2&px=999 "Screen Shot 2022-07-13 at 1.14.52 PM.png")

comments: author: Andrew Attard
body: Thanks Mikael. Yup that was it, I completely missed it :)


author: Andrew Attard
body: **Update:**

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/205879i17EF4BB9E39FCE52/image-size/large?v=v2&px=999 "image.png")