youngmon/atlassian-qna huggingface dataset:
About automation system rules in JSM
Asked by ?? ?:

About automation system rules in JSM. System rules are automatically created when you use certain templates. However, some parts may not be created. The uncreated automation exists in the library, but when I try to open it I get a message saying I don't have administrator privileges and should verify. The account when logging in is an organization administrator. Why can't I open it? What other permissions do I need?


Answers:
author: ?? ?

author: Richard Scholtes
body: can you give me a screenshot? I am not 100% sure what you mean by "automation system rules"

Thanks

comments: author: ?? ?
body: Thank you for your reply.  
This is described in the document at the URL below.

[What are system rules in Atlassian Automation? \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/what-are-system-rules-in-atlassian-automation/)


Tags: jira-service-management-cloud
Automation set to add comment and Comment Visibility is Share with customer adding Internal comment.
Asked by Sufiyan M:

Hello,

I've implemented an automation to add a comment to the ticket, with the comment visibility set to "share with customer". However, despite this setting, the comment appears as an Internal Comment in the ticket once the automation runs.

The purpose of this automation is to update a comment and ensure that Jira emails the commented content to the relevant recipients.

Could you please confirm if this functionality is working as expected, or if there might be something I've overlooked in the automation setup?

Additionally, I've switched the Actor from Jira automation to one of the accounts and ensured appropriate access permissions are in place.

Looking forward to your insights on this matter.

Thank you.

![Screenshot 2024-01-30 151414.png](/t5/image/serverpage/image-id/303263i0216676AC1D0DC85/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 151414.png")![Screenshot 2024-01-30 151629.png](/t5/image/serverpage/image-id/303264i5F630C6791612498/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 151629.png")


Answers:
author: Manne Kj?rby - ProProces
body: Hi Sufiyan.

Welcome to the community :-)

The actor you are using, does it have a service management license?

comments: author: Sufiyan M
body: Hi Manne,

Thank you for the warm welcome.

I've reviewed the access settings and noticed that the account had Jira service management access, but only as a customer, not as an agent. I've gone ahead and updated it to an agent role. Let's see if this resolves the issue.

Thanks for pointing it out.


author: Manne Kj?rby - ProProces
body: No problem :-)

Did it work out?


Tags: cloud

jira-service-management

jira-service-management-cloud
Problem with accessing the portal
Asked by Osama Al-Areky:

Hello,

I have created a jira service management project for reporting incidents by customers. I was testing it with colleagues and when they open the main portal link, it shows the following message:

![IMG_3437 (1).png](/t5/image/serverpage/image-id/303248i8B20B152C8DE599B/image-size/large?v=v2&px=999 "IMG_3437 (1).png")

So for now i cannot share the link with customers because they would see the same issue. Actually the link opens when I open it myself, but others no, so i don't understand why like this.

What is the issue and why and how to solve it please?


Answers:
author: Nikola Perisic
body: Hello [@Osama Al-Areky](/t5/user/viewprofilepage/user-id/5345042)

There is the similar issue that was being reported for Jira Software, but you can refer to it as well:

<https://community.atlassian.com/t5/Jira-Service-Management/403-Error-on-Jira/qaq-p/1773538>

Long story short, there seems to be an issue with the billing of your organisation which also was being mentioned in this discussion as well.

Hope it will help you out.

comments: author: Osama Al-Areky
body: Thank you but still not clear the issue because i don't have any issues with billing and i am using jira software and work management without any issue. ![Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/303295i8E7036E98296EB16/image-size/large?v=v2&px=999 "Jira.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
how to remove the labels
Asked by Esme Wang:

I wanna know how to remove the labels here ![1706606424158.jpg](/t5/image/serverpage/image-id/303257i418FC8E3D5C41B9B/image-size/large?v=v2&px=999 "1706606424158.jpg")


Answers:
author: Nikola Perisic
body: Welcome to the community [@Esme Wang](/t5/user/viewprofilepage/user-id/5417855) !

There isn't a direct way of deleting the labels, rather:

* Using the JQL to find the labels and delete the issues that contain these labels

For example, for the Kanban Project, I have created some dummy labels and used the JQL to find them (you can use this query in your search, just modify them with the labels that you have):![Screenshot 2024-01-30 at 10.31.03.png](https://community.atlassian.com/t5/image/serverpage/image-id/303259i2120917CC2138A8A/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 at 10.31.03.png")

* Installing this app: [https://marketplace.atlassian.com/apps/1222489/project-labels-label-management-for-jira?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1222489/project-labels-label-management-for-jira?hosting=cloud&tab=overview)

This is how it works - which is even a better solution than the previous one![Screenshot 2024-01-30 at 10.38.30.png](https://community.atlassian.com/t5/image/serverpage/image-id/303260iC51CF343768CC08C/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 at 10.38.30.png")

You can check which issues contain these labels and also delete them right away.

comments: author: Esme Wang
body: Love the 2nd solution. You are a genius. Thank you!


author: Nikola Perisic
body: No problem :)


author: Mayuresh Kamble
body: Hi [@Esme Wang](/t5/user/viewprofilepage/user-id/5417855) ,

Welcome to the Community!

Since these labels might have used in another Jira issues, by default they'll show up while adding label to the issues it is not possible to remove them or disable from appearing in the list.

Regards,  
Mayuresh

comments: author: Esme Wang
body: Thank you for looking into my query mate! [@Mayuresh Kamble](/t5/user/viewprofilepage/user-id/5095826)


Tags: jira-service-management

unknown-hosting-type
I am not able to raise request through cutomer portal?
Asked by shivani shirguppi:

I am not able to raise request through cutomer portal? Showing error. Even if I have admin permissions.

![Screenshot 2024-01-30 131835.png](/t5/image/serverpage/image-id/303232i84B21ABFA6FDD589/image-size/large?v=v2&px=999 "Screenshot 2024-01-30 131835.png")


Answers:
author: Nic Brough -Adaptavist-
body: Hi Shivani,

Admin rights are irrelevant here, they just give you the ability to administrate, not "can do everything". They wouldn't even help if you could do everything in this case.

The problem looks like you have got a field that is set to be required, but not presented to the customer in the request page, so they cannot fill it in.

As an admin, you can check and fix this, have a look first at the projects fields and check which ones are set to mandatory, then check that all of them are on the request forms.

comments: author: shivani shirguppi
body: thanks [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454)


Tags: cloud

jira-service-management

jira-service-management-cloud
What is the best way to configure the Assets field in an issue to change the location?
Asked by Joel Garner:

I'm configuring Assets for our Jira Service Management project and I am trying to find a way so that our users can "track" assets in issues.

Example: An issue with a hardware asset has been logged and we are replacing the asset.  
We would like our user to be able to edit the Location attribute of the new Asset to match the new Location.

What is the best way to set this up?


Answers:
author: Eugenio Onofre
body: Hi [@Joel Garner](/t5/user/viewprofilepage/user-id/5336668)

When you say "user" I assume you are talking about the agent working in a ticket.

If that is the case, there is no way to edit the asset field within the Jira Ticket screen. The agent would need to go to Assets \> Select Object schemas \> Select the object schema where the object is located \> Select the object type where the object is located \> Select the object you want to edit from the list \> Select the label, attribute, or reference you wish to edit \> Make your changes.

Another possibility would be to create automations and edit the asset value based on Jira Custom fields you may add to your issue edit screen.

Please remember to accept this answer as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Joel Garner
body: Hi Eugenio,  

Sorry for not clarifying, but I am aware you cannot edit the attributes of an asset in an issue.

How do you suggest I set up automations/assets to be able to change an asset attribute in an issue?  

The scenario I am trying to find a solution for is being able to change a "Location" field of an asset to be changed by an agent after adding an asset to an issue. Why it needs to be done in the issue is that they would only be using the mobile app to do this.  

Regards,

Joel


Tags: asset-management

cloud

jira-service-management

jira-service-management-cloud
new company managed project
Asked by sharos_pillai:

Hi there,

I am creating a new company managed project.

Should new request types, issue types and custom fields be created or should we be using previous standard and custom field?

I am trying to understand the usual process that Jira Administrators follow.

Thanks

SP


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

I am sorry that the answer you got before was misleading - it was generated by an AI that has no understanding of your question or Atlassian software.

It is both - you should reuse where possible, but not be afraid to create new things if the project needs it.

Company-managed projects mostly use schemes for their configurations, like screen, workflow, notifications etc. Schemes are global objects defined by your admins, and can be used by many projects.

The usual pattern is to have sets of standard schemes which the projects then share, but when a project has a good reason to diverge from the standards, then create new schemes (possibly for only that one project) as needed.

As an example, one of my old customers had a set of schemes for

* Teams using Scrum (so we had a Scrum permission scheme, a Scrum field configuration scheme, a Scrum workflow scheme, etc)
* Teams using Kanban (so a set of schemes named Kanban)
* Teams using a more waterfall approach
* The Operations team (who used one project, but would create "initial implementation" projects for new products, but being shut down after the whole Ops team had got familiar enough with it to handle it in the main project)

Then the HR team, the technical authors team, and the Atlassian admin team (meaning me and most of the technical authors team), and other teams that needed some form of tracking or helpdesk, all had their own heavily customised schemes that were mostly not shared at all.


Tags: cloud

jira-service-management

jira-service-management-cloud
After submitting the request from Request portal. Can 3rd person be able to edit request?
Asked by shivani shirguppi:

After submitting the request from Request portal. Can 3rd person (apart from the requestor and agent ) be able to edit request?

(Note: Form is attached to the request form. Form can be editable by requestor)


Answers:
author: Aswin Raj D
body: Dear [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) ,

You need to check the permission scheme for the specific Jira Service Management project. If a user has the necessary permissions (like "Edit Issues" or a specific service project permission), they might be able to edit requests.

Different request types can have different workflows and permissions. It's important to check the workflow configuration and see if there are any conditions, validators, or post-functions that restrict editing. Jira allows you to control who can see and/or edit issues using Issue Security Schemes. If the issue (request) is associated with a particular security level, only users who are members of the security level can view or edit the issue.

JSM has its own set of permissions that control who can do what within a service project. This includes who can create, view, or edit requests. In JSM, users who are not agents but need to work on issues can be added as "collaborators". Collaborators usually have limited permissions compared to agents, but this depends on your project's configuration.

If you are an admin, you can adjust these settings to fit your organization's needs. If you're not an admin, you might need to consult with your Jira administrators to understand the current configuration and potential for editing by third parties.

comments: author: shivani shirguppi
body: with specific permissions he can able edit in request portal right?


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating a ticket from a Teams chat with a user
Asked by Ste404:

Hi there,

I have seen the Teams - JSM integration where there is a public and agents channel and tickets can be created from the specific public channel.

Is there an app that anyone has come across where this can happen from any chat. For example an internal custome is chatting in Teams with an agent but then as it is getting technical it is decided to turn that into a JSM ticket. Is there something out on the marketplace someone may have seen that allows JSM ticket creation from any chat in teams, any channel?


Answers:
author: Eugenio Onofre
body: Hi [@Ste404](/t5/user/viewprofilepage/user-id/4984517)

Yes, you can use Assist/Chats functionality. The user may react with an emoji to have the ticket created. Please not this will only work in conversations where the Assist user has been added to..

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/>

Please remember to accept this answer as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Ste404
body: but isnt that just the specific channel that is built.

The question is based around just a chat from user a to user B and user B is an agent and then wants to create a ticket from that.


author: Eugenio Onofre
body: No, it is not possible unfortunately.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM agent cant tag other agent
Asked by Adrian Karlo Salonga:

JSM agents cant tag other agents if they are not given a trusted user role. How can we tag other agents within the project without giving them trusted user roles.


Answers:
author: Eugenio Onofre
body: Hi [@Adrian Karlo Salonga](/t5/user/viewprofilepage/user-id/4691518)

Tagging other agents is only allowed when you have a public project (accessible by any user within your instance) or when you add the agent to the People list in your project.

Please remember to accept this answer as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Restore old value in insight asset object schema
Asked by Terry Pothin:

I have accidently bulk deleted one of the fields in my asset objects schema and I'd like to be able to restore the old value for all the objects.

Is there a way to do this programatically ?


Answers:
author: Kai Becker
body: Hi [@Terry Pothin](/t5/user/viewprofilepage/user-id/5417515)

welcome to the community and thanks for your question.

I am really sorry, but it is not possible to restore individual attribute values insight objects.  
If you do not have any backup/export of your assets data, then it will not be possible to restore this data.


author: Vish Reddy _Revyz_
body: Hi [@Terry Pothin](/t5/user/viewprofilepage/user-id/5417515)

Welcome to the Atlassian Community!

I am part of [Revyz](https://www.revyz.io)

As [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079) calls out, unless you have taken a backup of your assets data, you cannot unfortunately recover back what has been deleted.

We have an [app](https://marketplace.atlassian.com/apps/1228694/revyz-data-manager-for-jira-backup-restore-analyze-optimize?hosting=cloud&tab=overview) which helps you automate your backups \& granular recovery for Assets, Jira Configuration and Jira Issues / Project data - [Revyz Data Manager for Jira](https://marketplace.atlassian.com/apps/1228694/revyz-data-manager-for-jira-backup-restore-analyze-optimize?hosting=cloud&tab=overview)

Happy to provide you with additional information if need be.

Thank you

Vish


Tags: cloud

jira-service-management

jira-service-management-cloud
Issues with Emailed Request Channel
Asked by Christopher Stevens:

Greetings!

Im having a setup configuration issue where my mail received by the Emailed Channel is not setting the correct request-type as Emailed Request and hence not moving things automatically to Incidents (where that request-type is assigned to).

Bit of background - I have custom domain setups. It's authenticated in Atlassian Admin, custom URL's.. all verified and working. Custom Email Domain has been set up as well in Admin with DKIM/DMARC configured and all green ticks (Active)so its working. Mail is Exchange Online based Shared Mailboxes.

I have 5 Projects, each one has it's own system email (all shared mailboxes). All are bound on Atlassian Admin, and also in the Global Jira Service Management Settings. Each one is showing connected and assigned to their respective projects via the Mail Handlers.

I've also removed the Cloud emails from it (support@userdomain.atlassian.net) completely now. Those were working before, but I'm not using those - I'm using my own domain.

The issue is - I directly email the email associated with one project, and I can see the email arrive in the mailbox in Outlook, then it disappears. What is happening is the Mail Handler is picking up the mail and its going to the Open Tickets Queue (and then deleting the mail) - but no Emailed Request tag is being applied to it so it's not going to the Incidents which should be default. Because of this it's also not sending the confirmation email that the Ticket has been logged.

The Mail Handler is correct, the correct Project is assigned, the Issue Type as \[System\] Incident. Under the Project email settings, the Email Address is there and assigned correctly, and the Configured Email Request Type is set to Emailed Request.

If I go to Project Settings \> Email Requests is shows 'no email received ever' next to the custom email (although thats bollocks because new emails are being created as open tickets). The Connectivity Log shows 'Success' and is completely connected.

What am I missing here Guru's?


Answers:
author: Christopher Stevens
body: EDIT - I think I've worked out the Issue - The Email Address itself didn't have permission to set the request-type on the issue once created. I added the service account to the Administrators security group for the project and did another test and it was able to label it correctly this time and move to the Incidents category fine.


Tags: cloud

jira-service-management

jira-service-management-cloud
Users not receiving notification emails
Asked by soutien@viridem.ca:

Compte jiraloginnove.atlassian.net

Hello,  
I have a question about notifications related to tracking support tickets. Notifications are sent to the customer when the ticket was initially created from an email request, but when the request is created in the portal from the customer profile (service desk), there is no notification which is sent to the customer for (confirmation of receipt of request, a response has been made to the ticket or support is waiting from you, etc.). Have you already been informed of this problem? Do you have a solution to give me to validate my configuration in the notification management settings?

Thank you in advance and sorry for my English.


Answers:
author: soutien@viridem.ca
body: Tanks for your answer, you can close ticket. I will come back to you if I dont find. Have good day.


author: Benjamin
body: Welcome [soutien@viridem.ca](/t5/user/viewprofilepage/user-id/5319135) .

The notification setting is the same whether the ticket is from e-mail or portal. Just incase there is something strange. Review the customer notification setting in the project admin page and see if anything is missing/disabled in terms of notifying customer.

Here's the documentation for reference:

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/>


Tags: cloud

jira

jira-cloud
Automation of approval process
Asked by Akanksha:

I have a field in my JIRA ticket called Approvers and sometimes there are 2-3 different individuals assigned as approvers. I'm working on automating the approval process and would appreciate guidance on setting up a rule. Specifically, when the issue transitions from In Progress to Under Review status, I want automation to create subtasks and assign them to the users listed in the Approvers field. Each approver should have a unique subtask assigned to them.

Has anyone implemented a similar automation? Any tips or insights would be greatly appreciated. Thank you!


Answers:
author: Benjamin
body: Welcome [@Akanksha](/t5/user/viewprofilepage/user-id/5137135) ,

You can setup an automation rule to create sub-task or you can create a post function on that particular transition in the workflow.

The situation you may run into is having the automation create sub-tasks and assign them from a list of users. It's possible with copying the came value from a user-picker field. Haven't come across assigning from a list of sub-task from a list of approvers from out of the box configuration.

-Ben

comments: author: Akanksha
body: Thanks a lot, [@Benjamin](/t5/user/viewprofilepage/user-id/3275402) , Can you give me an example of how I copy the name value from Approvers field and assign to sub tasks?

I am able to automate creation of sub tasks. I have added below so far -

![Screenshot 2024-01-29 at 7.06.43?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/303161i5A58BAF5CB623258/image-size/large?v=v2&px=999 "Screenshot 2024-01-29 at 7.06.43?PM.png")


author: Benjamin
body: HI [@Akanksha](/t5/user/viewprofilepage/user-id/5137135) ,

Where the assignee field is set is in the create new Issue action. If you go to the action, select assignee to be set. There should be a drop down menu to provides the list of option that the assignee field can be set to with Jira automation. If this is limited, you might take a look at the work flow transition and set the field by using a post-function.

-Ben


Tags: automation
Validate custom date field
Asked by Tim H_:

Hi,

we want the customers to fill in a desired delivery date and we use a simple date picker for that. However, we have to make sure that the date is at least 7 days in advance. Does anyone know how we can achieve that? Unfortunately, a paid add-on is not an option at the moment. Any help is greatly appreciated.

Best regards,

Tim


Answers:
author: Joseph Chung Yin
body: [@Tim H_](/t5/user/viewprofilepage/user-id/519831) -

Hi Tim:

Based on my experience and knowledges that Out of the Box, it is not possible to validate the field value is at lease 7 dates in advance at issue creation time.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Tim H_
body: Dear [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) ,

thank you very much.

Best regards,

Tim


Tags: custom-field

date

jira-service-management

jira-service-management-server

server

validation

validator