youngmon/atlassian-qna huggingface dataset:
Create issue from incident ticket
Asked by Rudy Hemkes:

I would like to be able to create an issue in a Jira Service Management ticket and assign to our development team. The development team manage the work in a Jira Project. I would like to be able to link the JSM issue to the issue in the development team's project so I can keep track of progress. Any assistance would be greatly appreciated.


Answers:
author: Christopher Yen
body: Hi [@Rudy Hemkes](/t5/user/viewprofilepage/user-id/5130505)

This can be done using an automation rule, I'll screenshot a similar rule I've created for you to reference.

![2024-08-24 12_51_25-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/343648iCE92A5C88CE70C2B/image-size/large?v=v2&px=999 "2024-08-24 12_51_25-Window.png")

Hopefully this helps, let me know if you have any questions


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Help Centre Manage column missing some fields
Asked by Carson Sham:

We want to update the customer view on the request view, but when doing the manage column, cannot find the fields that we want to be shown


Answers:
author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Carson Sham](/t5/user/viewprofilepage/user-id/5432685) ,

The standard issue search is indeed quite limited.

If you are looking for a way to add columns to the request list that do not exist in the predefined list of columns, and also enhance the filters, you can check our app [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview) You can use it to show your customers on the portal a table report with many details about their tickets from Jira: custom fields, labels, SLAs, etc. They can see, search, filter and export all their Jira Service Management tickets with a very simple UI.

Cheers,

Elitsa


author: Kris Dewachter
body: Hi [@Carson Sham](/t5/user/viewprofilepage/user-id/5432685) ,

Which field would you like to show ? The list is limited to a specific list of fields. It's not possible to add any other fields.

![Screenshot 2024-08-22 at 08.27.00.png](https://community.atlassian.com/t5/image/serverpage/image-id/343136i0550EF27FFB2A8F4/image-dimensions/203x361?v=v2 "Screenshot 2024-08-22 at 08.27.00.png")

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Request Participants Automation Not Working
Asked by Drishti Maharaj:

Hi,

I have an automation set up that when a new issue is created in a project that follows a specific JQL, then the issue should be edited and to include users in the "Request Participants" field.

I have attached what I have tried for the automation, yet it does not seem to work and the issue is never actually updated.

Would something specific be missing?

Thanks.

![Screenshot 2024-08-22 063435.png](/t5/image/serverpage/image-id/343124iEDA72614B76E6FBD/image-size/large?v=v2&px=999 "Screenshot 2024-08-22 063435.png")


Answers:
author: John Funk
body: Hi Drishti,

Can you include the audit log for when the rule runs? And what is not working? What is not happing that you expect that it should?

comments: author: Drishti Maharaj
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) - the issue is not being updated in the sense that it is not editing the "Request Participants" field and adding the names that I have included.

What ideally should happen is when an issue like attached image is created and based on the JQL, it should update the field and add the participants.

![Screenshot 2024-08-22 071210.png](https://community.atlassian.com/t5/image/serverpage/image-id/343126iDEE142CF5605059A/image-size/large?v=v2&px=999 "Screenshot 2024-08-22 071210.png")


author: John Funk
body: Can you please share the audit log?


author: Drishti Maharaj
body: Nothing seems to be happening when the issue is created.

The audit log shows "No actions performed" on BES-140423 which is correct as that issue does not follow the JQL set up in the automation rule but there is nothing for BES-140424.

BES-140424 is the issue that should have been changed.

![Log.png](https://community.atlassian.com/t5/image/serverpage/image-id/343127i4ADC6F2B71F87B46/image-size/large?v=v2&px=999 "Log.png")


author: John Funk
body: Ah, it looks like there is an automation rule that is creating the issue in the first place. So, maybe this rule is not even firing because the rule needs to have a box checked on the Rule details page to allow another rule to cause it to fire.

![Automation Rule trigger box.png](https://community.atlassian.com/t5/image/serverpage/image-id/343128iF1375667AD6753BD/image-dimensions/394x200?v=v2 "Automation Rule trigger box.png")


author: Drishti Maharaj
body: Thank you so much [@John Funk](/t5/user/viewprofilepage/user-id/7148) - that worked perfectly :)


author: John Funk
body: Yay! Glad it is working for you.


Tags: cloud

jira-service-management

jira-service-management-cloud
Error Message when Trying to Add External Email Address
Asked by Kamilia Binti Julaihi:

Hi,

I'm trying to add our existing external email address to Jira Service Management as part of our migration from the old ticketing system. After following the steps under **Project settings \> Email requests** , I encountered an error**( Couldn't add email address Unfortunately JIRA couldn't connect to the mail server. Here is what the mail server said: "SOCKS: TTL expired")**

Can someone help me resolve this issue? We need to continue using the current email address during this transition.

Thank you.   

![image.png](/t5/image/serverpage/image-id/343117iC7CE39B8978C6E6B/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Nadhila Savira
body: Hi Kamilia,

As we've chatted yesterday about this issue, my colleague has been working with you through a support ticket as well. I hope you find your solution soon.


Tags: cloud

jira-service-management

jira-service-management-cloud
Ticket Assistant not showing the Reporter field
Asked by Steve G:

What project/issue permission(s) are required for the Reporter field to be displayed in chat channel notifications (Atlassian Assist/Ticket Assistant)?

We have a project used to request and grant access to any business application after the request flows through an approval process, and approvers for applications who don't hold the service desk team or higher role in this project receive notifications that are missing several fields, including Reporter.

This makes the approve/deny buttons meaningless and risky since they encourage approvers to take a convenient route and make a decision before properly reviewing the request.

Example notification that impacted approvers see:

![Screenshot 2024-08-21 152855.png](/t5/image/serverpage/image-id/343059i125950E95B9BA2A7/image-size/large?v=v2&px=999 "Screenshot 2024-08-21 152855.png")

A notification for the same request received by an approver who is also a project admin with the differences called out in red:

![Screenshot 2024-08-21 160320.png](/t5/image/serverpage/image-id/343064i03998F10D6EDF152/image-size/large?v=v2&px=999 "Screenshot 2024-08-21 160320.png")

We have an automation that adds approvers as request participants on create, and they can view these fields fine in the customer portal, this limitation only occurs in chat channel notifications.

The behavior also occurs regardless of JSM agent licensing, and when the approver has read-only access to this project. We have approvers who are agents in other projects, and have read-only access to this one, but don't receive the requester field in chat notifications unless we temporarily elevate them to support desk team in this one.

Our goal is to allow approvers to see all attributes in the chat notification (though at minimum we need Requester to be visible) *without* granting them access to edit requests or create arbitrary requests in the agent portal.

So we can't grant them service desk team since it enables request create and edit, but I've tested granting several project permissions, including Service Project Agent, and none of them have enabled these fields in chat notifications.


Answers:
author: Steve G
body: For anyone else who finds this, I contacted support and they confirmed it currently isn't possible.

There's an existing feature request to allow customization of chat channel notifications that would unblock this:

<https://jira.atlassian.com/browse/JSDCLOUD-13670>


Tags: atlassian-assist

cloud

jira-service-management

jira-service-management-cloud
Remote API Access - EHR
Asked by Michael Gaskin:

Hi.

I'm developing a referral tracking system inside Jira. Right now, the end-user must enter the patient demographics manually. What I would like to do is have the end-user put in the MRN#, which will make an API call to our EHR. The response would contain all of the necessary information, like address, phone number, PCP, etc.

Is there a way for Jira to fill fields in from a JSON response? Thanks.

- Michael


Answers:
author: marc -Collabello--Phase Locked-
body: Technically you can do this by developing a Jira app in either the Connect or Forge platform: <https://developer.atlassian.com/>

However there's also the legal and data privacy aspect to consider.

comments: author: Michael Gaskin
body: I *think* I found a solution:  

1. Setup ScriptRunner listener.

2. Make API call with Groovy script

3. Parse JSON response.

4. Update the Jira issue.

Hopefully, this will work... at least I have a direction.


Tags: api

cloud

jira-service-management

jira-service-management-cloud
using smart values to check summary
Asked by Saira:

Looking at this article <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-conditional-logic/> , is there a way to use this to check if the summary contains some text?

Like

{{if({{issue.summary}}, "RCA"}}


Answers:
author: Sayed Bares [ServiceRocket]
body: [@Saira](/t5/user/viewprofilepage/user-id/4179012) You have too many options for this, the best one would be using [Jira automation conditions:](https://support.atlassian.com/cloud-automation/docs/jira-automation-conditions/)

![issue field condition.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/275166iA50E2ED6E8148896/image-size/large?v=v2&px=999 "issue field condition.jpg")


Tags: jira
Using tables in emails results in strange formatting
Asked by Clemens Kleibusch:

Hi all,

I just tried to use smart values.  
I want to use a simple table to get some information formatted for an E-mail.

I used structures like this

```
<p>Some info</p>
<table>
<tbody>
<tr>
<td>Issue</td>
<td>Reference object</td>
</tr>
<tr>
<td>Issue</td>
<td>Reference object</td>
</tr>
....
</tbody>
</table>
```

But no matter what html formatting I applied, I always get multiple lines in a row and the first cell is still formatted differently than the others:  

<br />

![image.png](/t5/image/serverpage/image-id/275039i7605EC4112EC7989/image-size/large?v=v2&px=999 "image.png")

Is there (already) a solution or a workaround?

Thanks and regards,  
Clemens


Answers:
author: Kseniia Trushnikova
body: Hi [@Clemens Kleibusch](/t5/user/viewprofilepage/user-id/1000205),

Do you have the option **Convert line breaks to HTML line breaks** checked? If so, uncheck it please and send an email again.

This option is located in the **More options** section:

![Rule Example.png](https://community.atlassian.com/t5/image/serverpage/image-id/275094iF90B3FA1DA937E03/image-size/large?v=v2&px=999 "Rule Example.png")

comments: author: Clemens Kleibusch
body: Hi [@Kseniia Trushnikova](/t5/user/viewprofilepage/user-id/4593830)   
Great!  
It didn't occur to me at all that this checkbox could have anything to do with my problem. But that's exactly what it was!  
Thanks a lot!
Can multiple people run an automation using web service macro?
Asked by Saira:

Hi,

I have a Jira automation that uses a web service macro. But it uses Basic auth, you have to add your api token in it to work. As such is it true that only I would be able to run it since it uses my API token?


Answers:
author: Agraj Mangal
body: Hi [@Saira](/t5/user/viewprofilepage/user-id/4179012)

The rule is run dependent on the trigger configuration of the rule. So if its an event based trigger, it would run on Automation receiving that event. If it is a manual rule you can configure it so that only people in certain Jira groups can run that rule.

But the rule would always run with your API token if you have configured it so (for your basic auth use case)

If you do not want the token to be visible to other admins on the site, use the Hidden Headers feature <https://community.atlassian.com/t5/Automation-articles/Automation-Hidden-headers/ba-p/2138236>

You can also restrict editing of the rule by going to Rule Details and restricting who can edit the rule. Other admins would only see this rule in a read-only mode in that case.

Cheers  
Agraj


author: Darryl Lee
body: Hi [@Saira](/t5/user/viewprofilepage/user-id/4179012) - no, anyone can run the Automation, but you need to understand that any actions it takes will look like they are performed by YOU.

It's good practice to create a Service Account (for example "Jira Automation") and use that to generate an API token to use, so that when users look at the history of a ticket, it is clear that changes to a ticket were carried out by Automation.

comments: author: Darryl Lee
body: Oh [@Agraj Mangal](/t5/user/viewprofilepage/user-id/4772177) makes a good point that you **can** limit who can run a manual rule.

And also has some good points about securing your API token.
Use lookupissues to see if summary contains a given piece of text
Asked by Saira:

Hello,

I am using the web service macro in my Jira automation to create a confluence page. I already have an lookupissue macro in it. My questions are:

Can I use another lookupissue macro in my automation?

If so, what would be the string ot use?

{{lookupissue.summary \~abc}} or something like that?


Answers:
author: Darryl Lee
body: Hi [@Saira](/t5/user/viewprofilepage/user-id/4179012) --

It would be helpful if you can include screenshot of your current automation rule so we can see what you are doing now.

If you are already using the [Lookup issues](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Lookup-issues) trigger, then you can specify in the JQL

```
summary ~ abc
```

If for some reason you are doing a secondary **Lookup issues**, can you explain why?

One thing I'm concerned about is that Automation rules can run out of order (asynchronously), so if you're trying to reference the resulting {{lookupIssues}} smart values it may not be referencing the same query.

But like I said, a screenshot would be helpful.
How to Show the Sum of storypoint which are done vs not done in one field ?
Asked by Yatiraj Sharma:

I want to show the Sum of StoryPoints of children as Completed/Remaining.

Below is the formula I use to calculated the total stories/tasks vs completed one. I want the similarly for StoryPoints

WITH count = issuesInEpic.FILTER($.issuetype.array ('Task','Story') and $.project.key="ABC").Size():  
WITH done = issuesInEpic.FILTER($.issuetype.array ('Task','Story') and $.project.key="ABC" and $.status="Done").Size():

if (count\>0;concat("{panel}",done, "/", count,"{panel}");"-") this gives me results like 25/33

i.e. 25 stories/tasks completed out of total 33

So similarly I need to get 52/95 points


Answers:
author: Yatiraj Sharma
body: Below is the formula for Jira Structure to show Done Story Point/Total Story Points

WITH TotalPoints = SUM#children{StoryPoints}:  
WITH DonePoints = SUM#children{IF status = "Done": storyPoints}:

<br />

if (TotalPoints\>0;concat("{panel}",DonePoints,"/", TotalPoints,"{panel}");"-")


Tags: structure
?? ???????????? ??????
Asked by Ivan:

?????? ????, ???????? ? ?????????, ?? ???????????? ?????? ? ?????? ???????? ??? ?????????? ??????? HTML Include ? Html-bobswift ? Confluence. ????? ???? ???? ???????? ?????????? ??????????!


Answers:
author: Bill Sheboy
body: Hi [@Ivan](/t5/user/viewprofilepage/user-id/5288505) -- Welcome to the Atlassian Community!

You posted this question in the automation for Jira area. Did you instead want to post it in the Confluence area: <https://community.atlassian.com/t5/Confluence-questions/qa-p/confluence-questions>

Kind regards,  
Bill


Tags: cloud
Merge issues with same title
Asked by Kyana Campos:

Hi!

Currently when I send a new request to my Jira Service Desk project, with the same title as an opened one, I would like this new request to be merged with the old one.

In the example below, I have 3 different issues all with the same title, and they should be just one. Is it possible to have this implemented?

![Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/274473i2EC540ED0E5F7876/image-size/large?v=v2&px=999 "Jira.png")

Thanks!!


Answers:
author: Rudy Holtkamp
body: Hi [@Kyana Campos](/t5/user/viewprofilepage/user-id/3799097) ,

It is kind of a strange requirement (from my perspective), merging issues based on a similar summary. What if they come from three different people? What if the root cause is different?

And if you have that topic sorted out, what do you mean by merging? Which data should go where? If you have three issues with high, medium and low priority, which should you choose? What about other fields?

And if everything is the same, why merge? Maybe it is then better to link the duplicate issues to the first issue and close them as duplicate.

comments: author: Kyana Campos
body: Hi Rudy, Thanks for your reply.

I understand it is strange, this was an specific request for a certain type of issue and maybe Jira Service Management is not the appropiate software for it. But didn?t want to give up without another opinion (not only mine) that the customer could accept.

Thanks again,

Regards,

Kyana
Run automation rules on Parent of Epic
Asked by Eliyahu Klein:

I want to run an automation that will change a custom field in the Parent issue of Epic (Initiative).

There is no supporting option in the "Branch rule/Related issue" component.  
When I try to make a smart value {{issue.parent.key}} in "Advanced branching" that will reach the parent (as shown in the picture) the rule changes the value in the Epic itself instead of in its parent.

How I set the change in the parent issue?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/274098i64368F3CDBDD1647/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/274099i31C91D7F1706C8EA/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Wouter van den Berg
body: Hi [@Eliyahu Klein](/t5/user/viewprofilepage/user-id/4870378)  

There is a lot changing in regards to Parent information. A lot is deprecated, let alone the fact that you are targeting Advanced Roadmaps hierarchy. I am curious to solve this one and I am already trying out some API calls on the LinkId.   

<https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-links/#api-rest-api-3-issuelink-linkid-get>

Question before I continue. Can I assume that linked Initiatives will always be linked as Parent so the Epic shows Child of?

comments: author: Wouter van den Berg
body: If so this could also work. The logic for the rest of the JQL (if issue has more parents) I'll leave to you but I was able to target the parent with this:

![Screenshot 2023-08-18 at 19.28.04.png](https://community.atlassian.com/t5/image/serverpage/image-id/275978iBDB0FD018FE5DF62/image-size/large?v=v2&px=999 "Screenshot 2023-08-18 at 19.28.04.png")

If this answered your question please mark this as accepted.
Using Atlassian SDK 13.0.0 - How to enumerate through the IPagedQueryResult<Issue>
Asked by Joe Whalen:

|   |     Name     |                           Value                           |                                                        Type                                                        |
|---|--------------|-----------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------|
| ? | issues       | {Atlassian.Jira.PagedQueryResult\<Atlassian.Jira.Issue\>} | Atlassian.Jira.IPagedQueryResult\<Atlassian.Jira.Issue\> {Atlassian.Jira.PagedQueryResult\<Atlassian.Jira.Issue\>} |
|   | ItemsPerPage | 20                                                        | int                                                                                                                |
|   | StartAt      | 0                                                         | int                                                                                                                |
|   | TotalItems   | 31                                                        | int                                                                                                                |

I cannot get past the first 20 items per page. How do you get to the next PagedQueryResults (21-31)?


Answers:
author: Joe Whalen
body: Found my answer in another post [Atlassian.SDK To fetch All JIRA issues by project is not working with .NET - Atlassian Developer Tools - The Atlassian Developer Community](https://community.developer.atlassian.com/t/atlassian-sdk-to-fetch-all-jira-issues-by-project-is-not-working-with-net/36322)


author: Joe Whalen
body: Forgot to mention - this is .Net application.


Tags: cloud
Sum up numbers in custom field of chilled issue - by Lookup + {{sum}} isn't working
Asked by Eliyahu Klein:

I run an automation that I built according to all the instructions I saw and for some reason the automation does not bring me the value I need.

"Linked bug count" is a number field , All fields have a value, and Audit log is steel empty!

Can someone tell me where I am wrong?![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/273513i402307AEAD96831A/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Sayed Bares [ServiceRocket]
body: [@Eliyahu Klein](/t5/user/viewprofilepage/user-id/4870378) There is a typo with*lookup**i**ssues* it should be lookup**I**ssues

comments: author: Eliyahu Klein
body: Wow I can't believe it, so simple.

You're right.

Thank you!


author: Bill Sheboy
body: Hi [@Eliyahu Klein](/t5/user/viewprofilepage/user-id/4870378)

Adding to this answer...another thing which can cause this problem is having the incorrect smart value for a field.

Smart values are name, spacing, and case-sensitive, and when have the wrong one they typically return nothing / null instead of an error. To confirm the smart value for a field you may use this how-to article: <https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>

Kind regards,  
Bill