youngmon/atlassian-qna huggingface dataset:
????????????????ask?????????????????????????????????????????
Asked by Yoshifumi Tonogaki_????_:

Jira service management???????ask?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????


Answers:
author: Yoshifumi Tonogaki_????_
body: ??????????????

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


author: Yoshifumi Tonogaki_????_
body: ??????????????????????????????????????????????????????????????????????


author: John Funk
body: ????? [@Yoshifumi Tonogaki_????_](/t5/user/viewprofilepage/user-id/5418825) - ?????? ???????????!

???????????????????????????????????????????????? ????????? 3 ?????????????????? ????????????:

duedate \>= startOfDay(-3) ??? statusCategory != Done

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

comments: author: Yoshifumi Tonogaki_????_
body: \>\>\>\>?????????????????????????

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


author: John Funk
body: ### ????? ????????????????????????? ?????????????????????????????????????????????????????????????? ?????????????????????????? ????????????? ??? \[???????\] ???? ????????????????????? ?????????????\[?????\] ??????? ?????????????????? \[?????\] ???? \[???\] ??????? {#toc-hId-2112475826}


author: Yoshifumi Tonogaki_????_
body: \>\>\>\>\>\>???????????????????????????????????????????????? ????????? 3 ?????????????????? ????????????:

duedate \>= startOfDay(-3) ??? statusCategory != Done

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


author: Yoshifumi Tonogaki_????_
body: ??????????????

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

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


author: John Funk
body: ?????????????????????????? ????????????????????????  
?????? = ABC ??? statusCategory != ??  
??????? ABC ??????????????????????????????  
??????????????????????????????? ??????????????????????????????????????????????????


author: John Funk
body: ????????????????? \[????????\] ???????????????


author: Yoshifumi Tonogaki_????_
body: ??????????????

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


author: John Funk
body: ?????????????????????????


Tags: cloud

jira-service-management

jira-service-management-cloud
Chatbot for Portal
Asked by George Abdo:

Hi All,

Just want some ideas and suggestions about chatbot products that can be used with JSM public portal.  
I know the Atlassian AI cannot be used with the portal for external users, so want recommendations and any feedback really about other products being used with the portal.

Thanks


Answers:
author: George Abdo
body: I've actually tested the Atlassian beta chatbot for the public portal for a short period.

It was not configurable at the time, so it only surfaced data based on the knowledge base.

I'll wait until we can try it out with intents and other configurations, but to just surface data from knowledge base was not adequate for production use.


author: Albert Manuel
body: [@Bertrand Lafforgue](/t5/user/viewprofilepage/user-id/3641654) do you have a data center version?

comments: author: Bertrand Lafforgue
body: Hello Albert,

We now only support JSM Cloud.

Best regards,

Bertrand


author: Iryna Ihnatiuk _Appfire_
body: Hello [@George Abdo](/t5/user/viewprofilepage/user-id/5303873)

If you're considering using apps for this, look at our [Chat for JSM app](https://marketplace.atlassian.com/apps/1218891/chat-for-jira-service-management?hosting=cloud&tab=overview). It allows you to place a chat widget on Jira Customer Portal for real-time communication with external and internal clients and automatically create Jira tickets for every conversation.

Feel free to contact us if you have further questions. Thank you.

comments: author: George Abdo
body: Thanks Iryna.  
I was more looking for AI chatbots rather than chat directly with a live agent. But, it's good to know about the product.

It's something we may look at adding to our lineup.


author: Bertrand Lafforgue
body: Hi

You can check KOJi. It is available on the Atlassian marketplace. You can implement it on any portal. It leverages generative AI.

We run it on our own website. Konverso.ai.

Many customers runs it. If you need more advanced solutions, please contact us.

Thank you

Bertrand

comments: author: George Abdo
body: Thanks Bertrand

I've requested a demo

George


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation Rule to Fill in Assignee When Issues is Unassigned
Asked by Jesse Ortega Jr:

Is there an automation rule that can be created to fill in the Assignee on when the issue is Unassigned. This would happen when the issue is being transitioned to Completed/Resolved. I was thinking perhaps via JSON but that is too complex for me :(

![Screenshot 2024-01-30 154557.jpg](/t5/image/serverpage/image-id/303400i5E7C7130EA85D1C9/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 154557.jpg")


Answers:
author: Richard Scholtes
body: Your current automation in the screenshot is just changing things in Linked issues that have the relationship "cloned by". I'm not sure if this is what you want to do referring to your text.

If it's not what you want to do, I recommend to work with IF conditions instead of branching

comments: author: Jesse Ortega Jr
body: Thank you [@Richard Scholtes](/t5/user/viewprofilepage/user-id/3879658). I was missing the IF condition. I got that corrected and now it is working.

![Screenshot 2024-01-31 111618.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/303593i38E2349D7FA01333/image-size/large?v=v2&px=999 "Screenshot 2024-01-31 111618.jpg")


author: Mike Prill
body: Seems doable if the assignee is known ahead of time. Or you may need to add some if clauses in there so the automation knows who to append as Assignee.

What you have in the screenshot seems like it should work?


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Automation to change to original assignee
Asked by Yasmine:

I'm trying to create an automation to resolve an issue we come across when staff is out and their work needs to be covered by someone else. I'm unsure of what direction to go in to make this automation happen.

What I'm trying to accomplish:   
When issue is transitioned to X status. and issue type equals A, then change assignee to the previously assigned user

Is this a possibility? How do I accomplish that? Thank you!


Answers:
author: Jack Brickey
body: To accomplish this you would need to create a custom user field then create one rule to store the original assignee. Then a second rule would set the assignee to the original - assignee = {{issue.custom field}}


author: Jehan Bhathena
body: Hi [@Yasmine](/t5/user/viewprofilepage/user-id/4995589) ,

Changing the Assignee via automation and storing the previous one shouldn't be that tough, you can refer to this article for those details :

<https://community.atlassian.com/t5/Jira-Software-questions/Jira-Automation-Assign-an-Issue-to-Previous-Assignee-on/qaq-p/2083793#M640780>

<https://confluence.atlassian.com/jirakb/send-notification-to-previous-assignee-when-assignee-changes-on-a-jira-issue-1155467039.html>

----

Although your use case seems to be one, where is one user is not available for that day, you need to re-assign the work from that user to someone else. This I don't think is available out of the box in Jira. I use this plugin to keep track of user leaves and unavailable users [https://marketplace.atlassian.com/apps/1228367/time-off-management-auto-assignment?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1228367/time-off-management-auto-assignment?tab=overview&hosting=cloud)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to separate request by staff vs non-staff?
Asked by Mike Prill:

We are a non profit with many volunteers and a smaller number of staff. We have a number of request types we only want staff members to have access to, so volunteers shouldn't see them.

So far I've elected to have two portals (projects) within our site so that I can show the vols request types for them, and the staff members specific request types for staff.

The only reason I have two portals was because I didn't see an easy way to restrict specific requests types so only staff see them. Is there an easy way to do this?

This is now causing problems because I need for customers to be able to just sign up without knowing who they are ahead of time, but I can't seem to enable that for a customer only portal while also locking down to the staff portal to specific users...


Answers:
author: Mikael Sandberg
body: As you have discovered there is no way of restricting specific request types from being accessed from the portal. So your approach using two different projects would be the way to go. You can control who have access to the project by updating the customer permissions. For the one you want to restrict, set the channel access to restricted and you can then add your staff as service desk customers under people if they have Atlassian accounts or under Customers if they are JSM accounts only. For the other project you can set it as open and then allow customer to sign up.


author: Uday Kiran Bhaviri
body: You can set security level to the issues and configure the security levels in issue security scheme.

Security levels will enable to define who can see the issues.

<https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/>

Hope this will be helpful.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to automate adding organization to service management ticket
Asked by Nick Cave:

Hello,

I am using Jira Service Management as a portal for our customers to make requests for our services. We invite those customers to our service desk portal by first creating an organization (i.e ExampleOrg) and then adding a customer to that org (i.e John Doe).

I would like to setup an automation for every time a ticket has been created by John Doe, it would ideally do the following:

1. Trigger when issue is created in JSM
2. Checks to see if the Organizations field is empty
3. If this is true, somehow find out what Organization John Doe is apart of
4. Then add that Organization to the ticket John Doe has just created

We basically always want to ensure a ticket has the Organization field filled in correctly, as we use that field in a few other automations as well, so it's quite crucial for it not to be empty.

I know that once a user has been added to an Organization, this 'Share with' field automatically appears in the service desk forms they fill in, but this opens chance that the request won't be assigned to an Organization, and we crucially need it to be.

![Screenshot 2024-01-30 at 21.51.46.png](/t5/image/serverpage/image-id/303386i4981BFE12DDE2F2C/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 at 21.51.46.png")

Any ideas how this could be done with the built in JSM automation?


Answers:
author: Whitni Smith
body: Does this help?

<https://community.atlassian.com/t5/Jira-Service-Management/Why-can-t-organization-be-set-in-automation-rule/qaq-p/1272239>

comments: author: Whitni Smith
body: Realized this is an incomplete answer to what you were asking and I cannot delete my response.


author: Luiz Ricardo Pereira da Silva
body: Hello [@Nick Cave](/t5/user/viewprofilepage/user-id/5418532)

I believe this Automation can help you:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303434i9B0E0B3A63484BE0/image-size/large?v=v2&px=999 "image.png")

Use the "**Edit Issue** " action;  
Add the **Organizations** field;  
Use the value "**Use reporter's e-mail domain** "  

<br />

Please let me know if this solution helped you.

comments: author: Nick Cave
body: Hi Luiz, I did find this solution in the automation templates but this runs the risk of the user being added to a brand new Org or none at all (if you uncheck the box).   

I basically want to always add them to an Org that they are apart of already.


author: John Funk
body: Agreed, you should uncheck the box in this case. But your argument that the rule will not work because it "runs the risk of the user" going to none at all doesn't seem valid. If they are tied to an organization, then the rule will add that Organization. If they are not tied to one, then it will not, because well they aren't tied to an organization.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

jql

organization
How to assign a variable using smartvalues and Regex
Asked by Jay:

I'm attempting to pull data from a Jira ticket body and add it as a comment. There is a lot of information in the body of the ticket that is non important, so I'm using regex to pull the important info out and add a comment for my team. I've tested the regex to make sure they capture the right information so the regex works (outside of Jira).   

Then I use  
{{issue.description.match(\[\\s\\S\]\*?(?=Recommendation))}} in an attempt to create a smart value.

![Screenshot 2024-01-30 135002.png](https://community.atlassian.com/t5/image/serverpage/image-id/303368i1CC5B24BD6CD85A3/image-dimensions/462x311?v=v2 "Screenshot 2024-01-30 135002.png")

Now am I doing this wrong? Do I need to so something to pull that information BEFORE i attempt to create the variable. Any help would be amazing as I am stuck at this point because the info in these tickets to change so i cannot hard code anything.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Jay](/t5/user/viewprofilepage/user-id/5338484)

can you post the whole rule? If the Regex works (I've not checked that) ... The rest of the syntax looks fine.

Usually no need for a step in between.

comments: author: Jay
body: I apologize, I was able to figure this out using a different rule setting. I will "Accept" this answer to close the question. Thank you.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create a placeholder in a custom field in Jira Cloud?
Asked by Andrea Del Pilar Porras Rodr?guez:

Hello

I have tried in the Cloud instance to create a placeholder in a custom field of type text. So far I have had no positive results.  
I appreciate if any of you have knowledge about this topic, or if this function is not yet handled.

Thank you.


Answers:
author: Kai Becker
body: Hi [@Andrea Del Pilar Porras Rodr?guez](/t5/user/viewprofilepage/user-id/5169696)

thanks for your question. I'm not quite sure what you mean by placeholder, but you can set default values for text fields via Custom Field Context

This can be set via System -\> Issues -\> Custom fields

![Screenshot 2024-01-30 at 21.38.22.png](https://community.atlassian.com/t5/image/serverpage/image-id/303365iF40B1E7DDDFAB2CA/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 at 21.38.22.png")

![Screenshot 2024-01-30 at 21.35.53.png](https://community.atlassian.com/t5/image/serverpage/image-id/303364iF8C7E4FAAA384572/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 at 21.35.53.png")

comments: author: Andrea Del Pilar Porras Rodr?guez
body: Thank you very much for your help [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079) , I am currently handling the issue as you indicate.  
We hope that later we will have a version with this function.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't Remove a Field From the Customer Portal View
Asked by Chris Yarbrough:

There is a custom field we used to use in our requests. It has been removed, but it was brought to my attention today that it is still appearing in the customer portal view of requests. This field is not visible in the request form or in the issue after the request has been submitted. It is ONLY visible in the customer portal view. How can I remove this so that customers are no longer seeing, and being confused by, this unused field?


Answers:
author: John Funk
body: Hi Chris,

Not completely following the scenario without screenshots, but if it is no longer used, just delete the custom field. Or at least clear out all of the values for that project.

comments: author: Chris Yarbrough
body: We want to keep the historical data, so deleting the field or clearing it out isn't a viable option.


author: John Funk
body: One option would be to create a new custom field and not place it on any screens or forms. Then use automation to create a rule to move the data from the current field to the new field for historical purposes. Then delete the old field.


author: Kai Becker
body: Hi [@Chris Yarbrough](/t5/user/viewprofilepage/user-id/4556514)

thanks for your question. Not sure if I got you right, but you want to remove filled out values from the details section of created requests?  
Or is the field still visible for new requests after removing it from the form?

I can't reproduce the problem right now, so it would be good if you could provide some screenshots ?

comments: author: Chris Yarbrough
body: The field is still showing up in the customer portal view of new requests after they have been submitted even though it has been removed from the request form and internal issue view.


author: Kai Becker
body: Thanks for the update. That sounds strange and not how it should be.

If the field has been removed from all the screens, I would recommend raising a request.  
Maybe the support team can check the system data and logs.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I see search analytics from the JSM customer portal?
Asked by Tori Sampsell:

Hi,

We are about to connect our confluence knowledge base to our JSM cloud customer portal and I want to monitor the search terms entered in the search bar at the top of the portal.

I understand how the Jira built-in analytics work for ticket deflection and articles viewed, but I want to understand quantitatively any deficits we have in documentation. "What are our clients looking for???!!" Since there is no way for customers to leave feedback directly on the article, only a thumbs up or down, I'm not sure how we'll optimize articles or fill the gap of missing articles without analytics on the actual search terms. I saw a couple of apps in marketplace - Navarro? and David Simpson apps, but they don't claim to accomplish this or are discontinued. I can't figure out if this would be possible with google analytics either.  

I can't be the only person looking for this valuable search data, so if anyone has successfully implemented this or if I'm just missing a plug-in, please share your tips, tricks and of course documentation :)  

Thanks in advance!!

Tori


Answers:
author: Dwight Holman
body: I have not used any of these myself; but I \*think\* this discussion is applicable - whether you're using JSM or just Confluence:

[What are people searching for in Confluence?](https://community.atlassian.com/t5/Confluence-questions/What-people-are-searching-for-in-confluence/qaq-p/1843749)


Tags: analytics

cloud

customer-portal

jira-service-management

jira-service-management-cloud
I cannot recover the subcategories of the assets
Asked by Sergio Sotillo R?bano:

```
Hello everyone,First of all, thank you for your time.As you can see in the JIRA image in my schema tree, there are several categories of products (speakers, headphones, printers...).From my java client using Unirest.get(url) I have no problems retrieving the schema categories using the following call https://api.atlassian.com/jsm/assets/workspace/ID-WORKSPACE/v1/objectschema/2 or If I want to recover a specific object I can usehttps://api.atlassian.com/jsm/assets/workspace/ID-WORKSPACE/v1/object/ID-NUMBERViewing the image How can I retrieve the JSON list of all the objects in a category from Java? For example, how can I recover the JSON of the 290 Laser printers?I have looked at the following documentationhttps://developer.atlassian.com/cloud/assets/rest/ but I don't get what I wantthank you

![ComunidadJira.png](/t5/image/serverpage/image-id/303348i4786BE14E61F7FFD/image-size/large?v=v2&px=999 "ComunidadJira.png")
```


Answers:
author: Kai Becker
body: Hi [@Sergio Sotillo R?bano](/t5/user/viewprofilepage/user-id/5414821)

welcome to the community and thanks for your question.  
Your on the right track but I would recommend to use an aql search for getting the relevant objects.

Documentation can be found here: <https://developer.atlassian.com/cloud/assets/rest/api-group-object/#api-object-aql-post>

In the example code you will need to modify the payload in line 5 to

```
payload.put("qlQuery", "objectType = Laser"); }
```

comments: author: Sergio Sotillo R?bano
body: Thanks for your answer. [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)

I tried to do what you told me but it gives me an error and I don't understand why since I am using the same code that comes in the api  
<https://developer.atlassian.com/cloud/assets/rest/api-group-object/#api-object-aql-post>

I am attaching screenshots of the code and console output.

![console.png](https://community.atlassian.com/t5/image/serverpage/image-id/304322i1AC6C1BA97167769/image-size/large?v=v2&px=999 "console.png")![codigo.png](https://community.atlassian.com/t5/image/serverpage/image-id/304321iFEEA6D6E9427BF26/image-size/large?v=v2&px=999 "codigo.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
how to assign Opsgenie data to Custom fields in JSM using JSM integration.
Asked by Harshal Bangre:

##### "We've found some request fields that we don't support yet. {#toc-hId--1501927841}

You may continue customizing, but we won't show some of the request fields which are available in your Jira Service Management account. Following are the fields we're not showing at this time: **Parent, Time tracking, Attachment, Linked Issues, Request participants, Satisfaction, Request language, Office Location, Manager, Request Type, Root Cause, Product categorization, Operational categorization, Service Category, Service, Location, Assignment Group, Responders, First Assignment Group, Team, Affected services, Approver groups** "  

These above fields I am not able to add to Opsgenie alerts, is this apps drawback or bug.  
Please provide any solution or different app/plugin to be added for above fields to map.

![Screenshot 2024-01-30 235425.png](https://community.atlassian.com/t5/image/serverpage/image-id/303346i34D1ED0A348FA265/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 235425.png")


Answers:
author: Richard Scholtes
body: this currently not possible. there is an open feature request for those "locked custom fields"  
<https://jira.atlassian.com/browse/OPSGENIE-148>  
<https://jira.atlassian.com/browse/OPSGENIE-338>


Tags: cloud

jira-service-management

jira-service-management-cloud
Project -> Email Requests
Asked by Jeremy Sikkema:

I've setup a Jira support project and can receive tickets from both my connected microsoft account AND my internal atlassian.net email from everyone except from our hubspot account. is there a way to whitelist a single email address for incoming Jira?


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Jeremy Sikkema](/t5/user/viewprofilepage/user-id/5418383) and welcome to the Community,

have you restricted the Portal access to customers only?

Is your Microsoft Account added as Customer to the project? Not sure where it is "connected" to in this context?


Tags: cloud

jira-service-management

jira-service-management-cloud