youngmon/atlassian-qna huggingface dataset:
Dashboard & Filter Creation & Editing - Automation / API
Asked by Daniel Wright:

We are using dashboards that we generate monthly statistics and share with multiple users. Our current process requires us to:

* Create a new JQL filter
* Copy the master dashboard
* Update the components on the dashboard to use the newly created filter
* Save and share

Unfortunately we cannot have one dynamic dashboard and a drop down to select filters and use some easy JQL logic (sad face).  

As we need to continue down the route of copy and updating, do we have any opportunities to automate the behaviour with either the Automation funcationatily inbuilt to JSM / Jira or using the REST API?


Answers:
author: Lisa Forstberg
body: Hi [@Daniel Wright](/t5/user/viewprofilepage/user-id/5502342) and welcome to the community!

Afaik there is no global automation action that creates filters and dashboards unfortunately. I so wish it can be done OR that we get filtering options shipped in the standard feature for dashboards so duplications of dashboards can be minimized.

I thought I read somewhere that a new generation of dashboards features are coming our way. Let's hope!

You seem to already know there are multiple addons on the marketplace for enhancing the dashboards, but maybe are restricted from purchasing or trying them out.

hang in there

/L


Tags: api

automation

cloud

dashboard

jira-service-management

jira-service-management-cloud
How do I separate the customers access for different projects when issues are created via email
Asked by Arbaz Soudagar:

We have different projects within our JSM,

We have the current set-up as below

* 4 projects that deal with specific partner escalations (to be restricted to specific email domains)
* 1 project that is open to all email domains

But when I change the domains which are allowed to create a ticket by sending in an email for the 5th Project (open to all Domains) in the "**Customer access** " in Project Settings (Project Settings \> Customer Permissions \> Customer Access Settings), these email domains got applied to all projects.   

Is there any way I can restrict the email domains to a specific project which will not be carried over to the other projects?


Answers:
author: Anusha A
body: Hi Arbaz,

Welcome to Atlassian Community and thanks for your question.

By default, Jira Service Management applies customer access settings globally across all projects. As indicated by Adolfo, here is the correct page that addresses these settings -

* <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-help-center-access/#Serving-external-customers-from-specific-email-domains>

Portal-only accounts will only be created for customers whose email domains match your list of allowed domains. Customers using an email domain that isn't on this list won't be able to sign up via your help center, and customer emails sent from such domains will be ignored.

Regards,

Anusha A


author: Adolfo Casari
body: [@Arbaz Soudagar](/t5/user/viewprofilepage/user-id/5558246)I guess that setting is global for JSM Help Center, not at the project level:

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-help-center-access/#Serving-external-customers-from-specific-email-domains>


author: Isabella Rose Thompson
body: I am looking for the answer of this question but can't find. I hope anyone here help us and i watch movies on [Freecine APK](https://freecineapk.cc/).


Tags: cloud

jira-service-management

jira-service-management-cloud
Bulk changes in Assets
Asked by Niklas Zarnecke:

Hey,

we currently looking into Jira Service Management Assets. Is it possible to bulk change objects in different schemes? If I try to bulk change the button is not available.

![BulkChange.PNG](/t5/image/serverpage/image-id/339377i34E8EB41B1E99598/image-size/large?v=v2&px=999 "BulkChange.PNG")

Does it work as intended or did I miss something?

Thanks!  
Niklas


Answers:
author: Rudy Holtkamp
body: Hi [@Niklas Zarnecke](/t5/user/viewprofilepage/user-id/4571269) ,

You can only bulk update per objecttype (via the UI).

If you need to bulk update a lot of objects with different objecttypes (and you know your way around Python) I can provide you a Python lib, which you can use to write your own bulk update script.

Rudy

comments: author: Niklas Zarnecke
body: Hi Rudy,

that would be great! For that I would need ScriptRunner or does it work via the API provided by Atlassian?

Best Regards  
Niklas


Tags: cloud

jira-service-management

jira-service-management-cloud
How to edit automation with assets
Asked by Wayne Yang:

I want to get the data Attributes from assets, how do I write them in automation?

ex. Display name = neo.chen![SCR-20240801-oztw.png](/t5/image/serverpage/image-id/339371iA6EC823E92262CBC/image-size/large?v=v2&px=999 "SCR-20240801-oztw.png")


Answers:
author: Boris Zozoulia
body: hey [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697)

if u want to access Assets via automation while running automation against issue scope, you can use the dot notation like below

Create variable

Variable name: supportGroup

Smart value:

{{issue.Configuration item.first.Support group.Jira group}}

We have a custom field of a type assets in the issue above, named Configuration item.

Referencing this field from issue scope, will give you the value of asset object reference, which you can dot notation style drill down to the value you are after.

In my example our custom field accepts multiple asset objects in it. Example shows how to get the value of the first one, then look into its "Support group" attribute, which happens to be an object reference to some other asset. That other asset object reference contains an attribute called "Jira group"

And so on and so forth.

Hope that helps


author: YY Brother
body: Hi [@Wayne Yang](/t5/user/viewprofilepage/user-id/5546697)

Welcome to our community.

There's a tip to query your result through Basic search and then switch to Advanced AQL. You will get what you want.![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/339380iFFD5D39EDF5C1A5F/image-size/large?v=v2&px=999 "image.png")

Hope it helps,

Thanks,

YY???????


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
Can we close the Entire JSM Portal for all the projects ? Like enable/disable
Asked by Santhosh Raj:

Checking for the options to disable the JSM portal for now and wanted to activate when needed. Please advice me if there is any way option


Answers:
author: Adolfo Casari
body: [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) You can try remove the Browse Project permission to the customer access rol (portal only)


author: Dave Mathijs
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) have look at the following documentation article: [Manage your customers](https://support.atlassian.com/jira-service-management-cloud/docs/add-and-remove-customers/)

As long as you don't add customers to a service project, they won't be able to submit requests.

comments: author: Santhosh Raj
body: Not alone the Customers, Actually every time we create JSM projects, it creates a portal for accessing. We don't wanted portal to be opening to Anyone. Is there Switch for hiding the portal itself. I was asking like Enable/Disable in portal. [@Dave Mathijs](/t5/user/viewprofilepage/user-id/2662590)


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatic creation incidents by sending e-mails stopped working
Asked by Fasolis Vasileios:

Hello to all

I have an issue with my Jira Service Management. we used a shared mailbox to send emails and create automatically incidents but one day it stopped working

Nothing changed by us...is it possible to help me how to find a solution?


Answers:
author: Hans Polder
body: [@Fasolis Vasileios](/t5/user/viewprofilepage/user-id/5558090) ,

Welcome to the community! As this is a public forum mainly consisting of non-Atlassian employees, we don't have access to your environment. If there really is nothing that was changed on your end, you should raise a support ticket with Atlassian Support to get detailed insight and help with your problem. Please be sure to provide relevant details in the ticket so the support agent will be better equipped to help you.

Reach Atlassian Support here: [https://support.atlassian.com](https://support.atlassian.com?)


author: Fasolis Vasileios
body: Hi [@Hans Polder](/t5/user/viewprofilepage/user-id/5506451)

thank you for your instant reply. i know that this forum consists mainly of non-Atlassian employees but i would like if someone has any idea about it


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM / JS / Confluence BCP
Asked by Salahhuddin Al Ayubi Samsuddin -:

How can companies ensure business continuity when depending heavily on Atlassian products like JIRA JSM, JS, and Confluence, especially in the event of a significant issue like the recent crowd strike incident that completely paralyzed the company and its product offerings, including the marketplace?

Is there a way to always back up JSM/JS/Confluence so that in the event of such incidents, the backed-up data can be loaded into an internally hosted BCP system to continue business as usual (BAU)? Once the issue is resolved, the data from the BCP system could then be synced back to the JIRA products.

Has anyone thought of this?


Answers:
author: Rilwan Ahmed
body: Hi [@Salahhuddin Al Ayubi Samsuddin -](/t5/user/viewprofilepage/user-id/5557962) ,

Welcome to the community !!

*Is there a way to always back up JSM/JS/Confluence so that in the event of such incidents, the backed-up data can be loaded into an internally hosted BCP system to continue business as usual (BAU)?
--* If you are using Atlassian Cloud applications, then this is not possible. BCP, Backups are taken care by Atlassian itself. They will keep posted regarding the status when someone is impacted.

*You can read more about* Atlassian's approach to resilience in *<https://www.atlassian.com/trust/security/data-management>*


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud

jira-software
EazyBI - MDX for In Progress Aging Tickets
Asked by Veronica Qu:

Hi Experts, May I consult you about writing a MDX in EazyBI for a measurement of our team's current "In Progress Aging Tickets"?I want the measurement to meet the below two criteria:

1.Issues created \>=30 days

2. Current issue status is all besides Resolved, Canceled, Closed, Complete, Not Applicable.

And I asked ChatGPT to write one for me however the MDX code it provided as shown in the below screenshot didn't work. Does anyone know what's the problem? Or how should I write the MDX for it? Many thanks!

![Screenshot 2024-08-01 at 12.13.24.png](/t5/image/serverpage/image-id/339313iE30732111D158CBA/image-size/large?v=v2&px=999 "Screenshot 2024-08-01 at 12.13.24.png")


Answers:
author: Roberts ???us
body: Hi [@Veronica Qu](/t5/user/viewprofilepage/user-id/5549962)

A not too shabby result coming from ChatGPT. However, I would recommend a slightly different and easier-to-achieve approach. Presuming that an issue would receive a resolution date once entering one of the statuses you don't want to include, I recommend importing the issue age interval - <https://docs.eazybi.com/eazybi/data-import/data-from-jira#DatafromJira-Additionaldimensionsforusergroups,intervals,andissuelinkfields>.

The age interval will group unresolved issues by their age since the creation date. Once the age interval is imported, you can edit its interval - <https://docs.eazybi.com/eazybi/analyze-and-visualize/interval-dimensions>.

In your case, you want to group unresolved issues that are 30 days and older. The interval settings could look similar to the one below:

```
0,7,14,30
```

You can then use the *Age Interval* dimension member "30 - ..." to retrieve the desired number of issues:

![SCR-20240801-ncnx.png](https://community.atlassian.com/t5/image/serverpage/image-id/339408i8232DACE35B34B82/image-size/large?v=v2&px=999 "SCR-20240801-ncnx.png")

Let me know how this goes.  
Best,  
Roberts // support@eazybi.com

comments: author: Veronica Qu
body: WoW this is brilliant! Thanks Roberts, you are way more smart than Chatgpt lol. I will try it out with your method !! Really appreciate your answer!


Tags: data-center

eazybi

jira-service-management

jira-service-management-data-center
Jira cloud for Excel changes Created and Updated fields to UTC format
Asked by Eugenia Rubleva:

I use Jira Cloud for Excel, where I execute the following JQL:

```
project = A AND issuetype = Bug and createdDate >= startOfMonth(0) and createdDate <= endOfMonth(0)
```

I see that filter shows list of bugs correctly but values for created/updated fields are shown in UTC format in Excel.

Example: Jira shows that the bug was created on 8/1/2024 9:00 AM (AEST). However, Jira Cloud pastes this information into Excel with the creation date in UTC format, which shows as 7/31/2024 11:00 PM.


Answers:
author: Boris Zozoulia
body: Alternatively - (this is an Excel answer) - create a new column next to your datetime column and use Excel's formulas: =A1+TIME(10,0,0)  

![time-conversion.png](https://community.atlassian.com/t5/image/serverpage/image-id/339307iEA11632A88F1F9A1/image-size/large?v=v2&px=999 "time-conversion.png")

comments: author: Boris Zozoulia
body: perhaps you would also need to format cell (right click -\>Format cells and set a custom format to the source cell, for eg: d/m/yyyy h:mm

![time-format.png](https://community.atlassian.com/t5/image/serverpage/image-id/339308i096ECC144FBB83C3/image-size/large?v=v2&px=999 "time-format.png")


author: Adolfo Casari
body: [@Eugenia Rubleva](/t5/user/viewprofilepage/user-id/5334175)

I guess the paste includes the timezone (AEST) and you are probably in a TZ with 10 hours of difference.

You should update your timezone in your Profile in Jira.


Tags: cloud

jira-cloud-for-excel

jira-service-management-cloud
Can I import my Knowledge Base in the Same Order as it is in Confluence
Asked by Jason von der Linde:

I'm currently trying to integrate a confluence page into Jira Service Management as a Knowledge Base. When I connected it into my Jira Service Management Help Center, it pulled in a different order than I currently have in my confluence page. I am assuming that this is because its doing it in order of most recent edits, but was wondering if there was any way to have it import in the same order as in Confluence. The Wiki is very much aligned with different processes, so having different processes appear out of order is going to be very confusing. Thanks in advance for your help!


Answers:
author: samanta_aragao
body: Hello Jason,

Welcome to Atlassian Community! ?

When you integrate a Confluence page into Jira Service Management as a Knowledge Base, the order in which articles appear in the Help Center is usually determined by the search relevance or by the most recently updated content. Unfortunately, there's no direct setting in Jira Service Management to mirror the exact order of pages from Confluence.

However, here are a few approaches you could consider:

1. **Manual Ordering Using Labels or Titles**:

   * You can create a custom naming convention or label system in Confluence that reflects the desired order (e.g., prefixing titles with numbers or letters like "1.1 Process A," "1.2 Process B"). This way, when users search or browse the Knowledge Base, the articles appear in the intended sequence.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/339268iEA86969E03D39A25/image-size/large?v=v2&px=999 "image.png")

1. **Create a Table of Contents or Index Page**:

   * In your Confluence space, you can create a master page that serves as an index or table of contents. This page can list all articles in the desired order with links to each one. You can then link this master page prominently in your Jira Service Management portal (Configuring the Help Center Welcome Message), making it easier for users to navigate in the correct order.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/339271i8AF7B9F39BBCDC21/image-size/large?v=v2&px=999 "image.png")

1. **Search Optimization**:

   * Ensure that your Confluence articles are well-tagged with relevant keywords, so they appear more accurately in search results within Jira Service Management. You can also instruct users to use specific search terms to find articles in the correct order.
2. **Custom Script or Automation**:

   * If you have administrative access and the technical capability, you might explore using custom scripts or automation rules in Jira to influence the order or presentation of articles, although this can be complex and might require apps from the Atlassian Marketplace.

Unfortunately, there's no straightforward option to simply pull in Confluence pages in the exact order as they appear in Confluence into Jira Service Management. These workarounds can help maintain some semblance of order and make the user experience more intuitive.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possilbe to copy KB articles?
Asked by Bim Lloyd:

Maybe I am just missing something, but there doesn't seem to be a way to copy / duplicate Knowledge Base articles. This seems pretty odd as the Service Desk Project "starts" with how-to template articles that I apparently can't copy to use as templates.


Answers:
author: Christopher Yen
body: You can copy from the Confluence view. I believe the knowledge articles are just confluence pages which can be copied.

From the knowledge article settings it will link you to the confluence space the articles are housed![2024-07-31 16_15_37-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/339265i57E16EB24D54A03B/image-size/large?v=v2&px=999 "2024-07-31 16_15_37-Window.png")

and then from there the pages can be copied

![2024-07-31 16_16_15-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/339267iAA4685BFCFDD9C5B/image-size/large?v=v2&px=999 "2024-07-31 16_16_15-Window.png")

We try to instruct our service owners / agents to create and manage the articles from Confluence


author: Joseph Chung Yin
body: [@Bim Lloyd](/t5/user/viewprofilepage/user-id/5555750)

Welcome to the community. For KB articles, it is controlled from the source app, you cannot copy the source article via JSM. You will have to go to the source app and copy it from there.

I agreed with what [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) stated in regards to Confluence app.

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
How to show closed date on my issues
Asked by Matheus Marques:

Hi all,

I've a jira instance with a lot of projects and I need to configure a specific project to show closed date on items, how to do it?  

Examples below:  

A project with this field:  
![resolvido.png](/t5/image/serverpage/image-id/339249i2B48C03391E0E12E/image-dimensions/402x435?v=v2 "resolvido.png")  

my project:  
![resolvido2.png](https://community.atlassian.com/t5/image/serverpage/image-id/339252i60CFE7FFFC1BE427/image-dimensions/402x379?v=v2 "resolvido2.png")  

Without this fields, when I export jira itens to csv, the closed date field doesn't show or is empty.


Answers:
author: Samuel Gatica
body: Hi [@Matheus Marques](/t5/user/viewprofilepage/user-id/4625186)

The Resolved date is established only when the "Resolution" is specified. Please refer to Image 1, where the Resolution is indicated as "Itens Concluidos." In contrast, Image 2 shows that the Resolution field is empty.

You can establish a resolution through a screen transition, a post-function in the workflow, or by utilizing Jira Automation.

Hope this helps

Best regards

Sam

comments: author: Matheus Marques
body: Hi Samuel,  

I just define the "resolution" column on my board settings.  

Anyway, thank you for your help


author: Joseph Chung Yin
body: [@Matheus Marques](/t5/user/viewprofilepage/user-id/4625186) -

In Jira/JSM, once when the issue is resolved - Where the "Resolution" field is populated/controlled by the WF setup. Once it is done, then the Resolved field will then be populated.

So when you view the issue from the issue view UI or in a Search, you will need to referred to the "Resolved" field (i.e. in the search results display to include the "Resolved" field).

In your second screen, it seems that your WF transition was not setup properly when the issues move into the terminal status. Please review your WF configuration and ensure the specific transition has a post function call that default the Resolution field value or a pop-up window that calls the Resolution field for users to select the resolution value when completing the transition.

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Developers can't estimate on issues?
Asked by Kalpaj Kuber Parmaj:

Only the admin can do estimation for all issues can you please give any solution? Also, I want a specific group from management will add estimation.


Answers:
author: Nic Brough -Adaptavist-
body: If you've chosen Kanban, then the defaults will be not to put an estimate on screen for you - Kanban doesn't do estimates. (Well, actually, it does, but it's calculated - one card = one unit of work. Each card is an estimate unit and they're all the same "size")

I suspect that you've accepted the default settings and simply not added the estimate field you want to use to the screens and card displays. Your admins can do that for you.


author: Dave Mathijs
body: Hi [@Kalpaj Kuber Parmaj](/t5/user/viewprofilepage/user-id/5004992) are you on Cloud? Are you using a company-managed or a team-managed project?

comments: author: Kalpaj Kuber Parmaj
body: Yes we are on cloud \& company manged project (KANBAN)
Automation: Link all done Customer Task to support story
Asked by Tobias:

Hi guys,

is there a possibility to link the result of a jql?

I create a story every day before my sprint ends and therefore I want to link the Customer tasks I have done in the last 14 days (sprint duration).

Is there a possibility to link them via automation?

Best

Tobias


Answers:
author: Bill Sheboy
body: Hi [@Tobias](/t5/user/viewprofilepage/user-id/4045027)

It is possible to link issues found with a JQL statement to another issue using an automation rule, yet I am unclear on what you are asking specifically.

Perhaps you could explain what problem are you trying to solve (e.g. the *why*) to help clarify. Thanks!

Kind regards,  
Bill

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

I would like to create an activity type every 2 weeks towards the end of Sprint that documents the effort I put in. Since the completed support activities are in another project, I would like to create the activity here first (in the sprint project) and then link the respective activities.

I have now managed to do this via the following rule:

![2022-09-22 10_14_56-Automation - Markant Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/217245i75DDB32B19250A82/image-dimensions/289x357?v=v2 "2022-09-22 10_14_56-Automation - Markant Jira.png")

Currently I am just thinking about doing this about more flexible, because with this configuration I have to start the rule at the moment when I want to create this support task, that it will execute the rule at the same point 2 weeks later.

Best

Tobias


author: Bill Sheboy
body: Thanks for that information, Tobias.

What is not working as you expect? For example, are you having difficulty with the linking to the new story? If so, you can select the most recently created issue in the link-action inside of that branch.


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

thanks for your helpful answer. With the option "Mostly created issue" I had the chance to edit issue fields after the creation of the issue itself. So it was possible to add it to a sprint and afterwards name the task like the sprint name. Later I can see which support effort is refered to a specific sprint.

Thank you!


Tags: event

jql