youngmon/atlassian-qna huggingface dataset:
How do I flag an issue in JSM
Asked by Eric Scheberl:

In Jira Software you can flag an issue and highlight it yellow. How do you do that in Jira Service Management?


Answers:
author: Mikael Sandberg
body: The flag feature is Jira software specific, there isn't a similar feature in JSM, unless you are using ITSM. There you can mark incidents as major incidents which will flag them like this:

![Screenshot 2024-08-15 at 1.25.50?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/342043iEEC4F45F95FAED15/image-size/large?v=v2&px=999 "Screenshot 2024-08-15 at 1.25.50?PM.png")

comments: author: Eric Scheberl
body: thanks for that idea, it might work. We like to flag things when we need a teammember to take notice and collaborate as a visual outside of chat. Is there something a little less 'broken' in the messaging?


author: Mikael Sandberg
body: One way of doing it would be to use either labels or components and then update the queue so that it shows either one of them. You could then identify requests that needs attention by looking for the label/component.


author: Mikael Sandberg
body: I just noted that the new cmd+k menu that is replacing the dot menu has Add flag and you can now add it to JSM requests. In order to see that a request has been flagged in the queue you have to add the field Flagged to the view.

![Screenshot 2024-08-16 at 11.28.50?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/342260iDF5F10E33C7BC80C/image-size/large?v=v2&px=999 "Screenshot 2024-08-16 at 11.28.50?AM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
How can a Customer view their open (and potentially closed) requests?
Asked by Ron Moses:

I have searched the previous questions for the community and have seen some questions/responses about Customers being able to view their requests and not just submit new requests. The questions I have found are not something I see in my configuration but I am new to the JSM product and may just be missing something obvious. Any guidance or help would be appreciated.


Answers:
author: Florian Bonniec
body: Hi [@Ron Moses](/t5/user/viewprofilepage/user-id/5569119)

In JSM when a Customer is on the customer portal, he will be able de raise a request but on the top right he can see any open request. From there he will be able to filter on Open, Closed request he previously raised or that has been shared with him.

If you cannot find it, this KB may help.

<https://confluence.atlassian.com/jirakb/known-problems-with-viewing-requests-on-the-customer-portal-1108688860.html>

Regards

comments: author: Ron Moses
body: Thank you for the help! It wasn't all that intuitive to select the profile icon, but now that I know it we can document and share with our customers.


author: Joseph Chung Yin
body: [@Ron Moses](/t5/user/viewprofilepage/user-id/5569119)

Welcome to the community. Customers can always see his/her raised asks in the Portal UI regardless if they are still opened or closed. By default, the portal will only display the opened asks.

Customers will just need to select the CLOSED REQUESTS Checkbox to see the asks via the portal

![2024-08-15_10-36-45.png](https://community.atlassian.com/t5/image/serverpage/image-id/342005iE5206974F7B6C413/image-size/large?v=v2&px=999 "2024-08-15_10-36-45.png")

Hope this helps too.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatically Close the ticket from Resolved status to Closed Status
Asked by Prerana Bhatt Koulmane Sathyanarayana:

Hi Team,

Do we have any automatic automation in place to move tickets from Resolved status to closed status?

Does it consider 3 business days or 7 business days to close a ticket from resolved status? This is considering no other change was done on the ticket.

Most of the articles I see says 3 days but it could be limited to only legacy automations so want to confirm.

Regards

Pre Bhatt


Answers:
author: Florian Bonniec
body: HI [@Prerana Bhatt Koulmane Sathyanarayana](/t5/user/viewprofilepage/user-id/5444594)

There is no default behaviours that do it, you could create an automation for JIRA that closed issues in Resolved status not updated in the last 3 days.

Regards


Tags: cloud

jira-service-management

jira-service-management-cloud
I want the approval field to change based on location
Asked by Kay:

I have a workflow set up to use approver field AF in a workflow for request type RT.

How can I set up an automation such that if a customer chooses Australia as the location when raising a ticket with request type RT, the approver field (user picker custom field)to be used by that ticket will be different from what has been set up in the workflow, say approver field AB will be used at the approval step instead of AF?


Answers:
author: Parsa Shiva
body: Hi [@Kay](/t5/user/viewprofilepage/user-id/5428035),

I'd suggest looking into "Approval Path for Jira".  
You can then set up conditions for the "Location" field with Jira expressions and then automate the process.

Best,  
Parsa Shiva


author: Christopher Yen
body: Hi [@Kay](/t5/user/viewprofilepage/user-id/5428035)

You can set up an automation rule to overwrite the approver field after creation. If location is Australia then set approver field to AB

In my project we just have all of our approvers set by an automation rule using the IF or ELSE condition. You can add more conditions to limit the request type etc, but just another way to keep the configuration in one place to manage.

![2024-08-15 17_15_22-Rule builder - Automation - Service Desk - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/342061iB3F3004738168542/image-size/large?v=v2&px=999 "2024-08-15 17_15_22-Rule builder - Automation - Service Desk - Jira.png")

comments: author: Kay
body: Thank you for your response but when I use this method, I can only select specific users as the approvers but I want the 'approvers' to be a group/custom field group.


author: Christopher Yen
body: [@kay](/t5/user/viewprofilepage/user-id/5277265) yes I believe approvers is used to individual approvers and there is a field called "Approver Groups" for groups

You might need to adjust your workflow to make it a group approval

[Here's a video from Atlassian that goes over approvers and approver groups](https://youtu.be/l4b6UR0OytY?si=6Cuz9OWqtZanigKd&t=76)

hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to count the number of assets in a Assets Object field
Asked by Chris Melville:

I'm looking for a way to count the number of assets in an Asset Object reference custom field. Since this is to be used in a Jira issue gadget in Confluence, it needs to be available via JQL.

I have an assets custom field "Affects Platform" and I need to be able to query for all issues that have at least 2 objects in that field. Something like the snippet below but of course this finds issues with any number of objects in the field.

```
"Affects Platform" in aqlFunction("objecttype = Platform") 
```


Answers:
author: Chris Melville
body: Thanks Adolfo, I agree that would work. I prefer not to create yet another custom field if I can avoid it but if there really is no other option I may take this approach. I will wait a bit to see if there are any clever answers that don't require that.


author: Adolfo Casari
body: [@Chris Melville](/t5/user/viewprofilepage/user-id/2952911) You should create a number customfield and have an automation rule that parses "Affects Platafform" customfield to check how many objects it has and then put that value in your customfield.

Then you can use that customfield in JQL (.e. "customfield name" \>= 2)


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Field "Pending Reason" is new a mandatory field on the request form in the portal
Asked by Laier_ Petra:

Hi Team,

since last week the field "Pending Reason" is new a mandatory field on the request form in the portal.

Is there a way to deactivate this mandatory function? I can no longer remove the field.

Thanks for your support

Petra Laier


Answers:
author: Adolfo Casari
body: [@Laier_ Petra](/t5/user/viewprofilepage/user-id/5544913)Remove it from the create screen for the issue type linked to the request type, then remove it from the request. Also check in the Field Configuration for the project if that field is marked as Required for the issue type (turn it off if it is).

comments: author: Laier_ Petra
body: Hi Adolfo, thanks a lot it works fine now.:-). Sorry for the late feedback, I was on vacation the last 3 weeks. Best regards Petra


Tags: cloud

jira-service-management

jira-service-management-cloud
Reconfiguring subtask fields to match parent issue fields
Asked by Elizabeth Savage:

Hi! We just started to use subtasks on our Jira Service Desk and are wondering if there is a way to reconfigure the fields that auto populate in the main body of the subtask. We have a number of custom fields (that match our intake form) that populate in the body of our parent issues. When we create a subtask from one of our parent issues, the body populates with irrelevant fields and all of our custom fields are hidden in the "more fields" drop down on the right hand side of the site. Is it possible to reconfigure our subtasks so it matches the fields that appear in our parent issues automatically? Thanks!


Answers:
author: Adolfo Casari
body: [@Elizabeth Savage](/t5/user/viewprofilepage/user-id/5569233)use automation rule to copy thos customfield values from the parent upon creation of your subtasks.


author: Marc - Devoteam
body: Hi [@Elizabeth Savage](/t5/user/viewprofilepage/user-id/5569233) ,

No this can't be done in JSM project.

Only issue types that are used with request types on the portal.


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating a Graph gadget of cases by Organization
Asked by Rus Yates-Aylott:

Anyone know how I can create a jira report on volume of cases by organisation in a month without using a custom field?  

I can see many wonderful graph/reporting gadgets but the field options for the ranges do not include the Organizations field whereas a Filter gadget does.  

So it appears you can filter on or list cases using a filter report and show the Organization but you cannot create a bar or pie chart that groups ticket volumes by organization.  


Answers:
author: Danut M _StonikByte_
body: Hi [@Rus Yates-Aylott](/t5/user/viewprofilepage/user-id/5306962),

Indeed, the options are limited because Jira gadgets do not include the Organization field. For achieving what you need, you could search for apps on Atlassian Marketplace.

If you take into consideration the option of installing an app from Atlassian Marketplace, our [Great Gadgets](https://marketplace.atlassian.com/search?query=stonikbyte%20great%20gadgets%20agile) app offers a **Pivot Table \& Pivot Chart gadget** that supports the Organisation field and allows you to generate various types of multi-dimensional tables, heat-maps tables and charts based on the Organization field with drag \& drop.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/342147i2F5FFB285364469B/image-size/large?v=v2&px=999 "image.png")

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/342148i9C31BB2C81CCEFE7/image-size/large?v=v2&px=999 "image.png")

Hope this helps. Let me know if you need more details.

Danut.


author: Adolfo Casari
body: [@Rus Yates-Aylott](/t5/user/viewprofilepage/user-id/5306962)See this:

<https://jira.atlassian.com/browse/JSDCLOUD-6383>

You should look for an app to cover your reporting needs, there are quite a few available.


Tags: bar-chart

cloud

dashboard

filter

jira-service-management

jira-service-management-cloud

organizations

pie-chart
Agent not getting email notifications
Asked by Naomi Casebolt:

I am trying to set up JIra Service Management for my small company, I cannot. get the agent to get email notifications when we raise a ticket. I do have them set up as an agent with a role as Service Desk Team. I do not have them added as a Customer. Still they are not getting the email notifications. They are set up with the correct email, they got the initial invitation when I invite them as an agent. What am I missing?

Getting frustrated.

NC


Answers:
author: Adolfo Casari
body: [@Naomi Casebolt](/t5/user/viewprofilepage/user-id/5128138)For Agents, they get notifications according to the projects notification scheme, not the customer notifications setting which is for customers. For the event Issue Created use the group that include the agents for your project (or the project role Service Desk Agent).

Also, JSM projects includes queues that your agents can use to see al incomming requests.


author: Susan Waldrip
body: Hi [@Naomi Casebolt](/t5/user/viewprofilepage/user-id/5128138) , assuming you're a Jira administrator you might check the Project settings \> Notifications to ensure "Current Assignee" is included in the "An issue is created" Notification Type as well as in all the actions for which you want the agent to receive notifications. Another thing you can try is Settings (gear in top right) \> System \> Permissions helper and enter the agent's name, one of the issues they should have access to, and the Service Project Agent permission -- this may provide some help in determining what's going on and how to fix it.

Let us know if neither of these suggestions works so someone else can offer suggestions!


author: shib saha
body: Hi [@Naomi Casebolt](/t5/user/viewprofilepage/user-id/5128138) , Welcome to the Atlassian community. This is the known issue in cloud environment. It happens because of multiple undeliverable attempts of the email notification to the recipient and the users get blocked from atlassian side and no further notification is sent.

To resolve the issue, raise an atlassian case and share the email address of the affected user. Atlassian will help you to unblock the user and start getting the notifications regularly.

I hope this will be helpful. Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Custom field in Automation message
Asked by Ivett Laszlo:

Hi,

I have created a custom field that is called "Business Impact" and I want to include that in a Jira Automation message. I'm not sure how to access that field. Can you please help?

Thanks,

Ivett


Answers:
author: Dexter de Vera
body: Hi [@Ivett Laszlo](/t5/user/viewprofilepage/user-id/5569143) ,

Welcome to the Atlassian community,

If the automation message you're saying is made from Jira automation, you can access the customfield using smartvalue. example -{{issue.Business Impact}}

You may want to check this documentation on how to use smart value. :<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>

Hope it helps.

Thank you!

comments: author: Ivett Laszlo
body: Thanks Dexter!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to close a ticket when all tickets correcting it are closed
Asked by C?line Levesque:

I created tickets which are going to help fix another ticket.

When those tickets are closed, I would like to see automatically the ticket, which has been corrected by, being closed.

I have try many combinations to create an automatio rule but it always fails.

Sorry screenshot is in french.

Can anyone help me please? thanks![jira.png](/t5/image/serverpage/image-id/258161i35E391EDC2156FF8/image-size/large?v=v2&px=999 "jira.png")


Answers:
author: John Funk
body: Hi C?line - Welcome to the Atlassian Community!

How is it failing? What is the error message you are getting? Can you share the audit log for the issue when the rule runs?

comments: author: C?line Levesque
body: Hi John! Thanks for your help

I don't get error message in the audit log but the status of the ticket doesn't change to "close".


author: John Funk
body: Did the rule actually run though? Because if it ran, and you don't get an error and it didn't transition the issue, then that doesn't make sense. Other than it is not meeting the Condition criteria. Can you share the audit log for when it runs?


author: Francis Batilo
body: [@C?line Levesque](/t5/user/viewprofilepage/user-id/5222904)

Could you tell me how those tickets are connected to each other? Is it connected by an issue link, parent link or epic link?

comments: author: C?line Levesque
body: Hi Francis, thank you for your help. The tickets are connected with correction issue link :

"will be fixed by" and " fix"


Tags: cloud
Notification for In progress status if no updates were made after 48 hrs
Asked by Gucci:

Hi Team,

Good day and I hope you are doing well. Working on a recipe with the following objectives:

* All tickets with "In Progress" status and assignee is not empty will receive a notification after 48hrs (2 days) if no updates are made on the ticket
* here's the JQL I created:
  * "Service Desk Origin" in ("Enterprise Sales Order (SOPS)", "Enterprise Sales Support (SOPS)") and status = "In Progress" and NOT status CHANGED AFTER -2d AND created \< -2d
* For some reason when I checked the audit log one of the tickets received 2 notifications one on May 15 and then on May 16


Answers:
author: Curt Holley
body: If you want it to be able updates (as in, has there been a comment added, a label, description edited etc.) then I would change the focus of the JQL to:

```
"Service Desk Origin" in ("Enterprise Sales Order (SOPS)", "Enterprise Sales Support (SOPS)") and status = "In Progress" and Updated >= -2d
```

Rather than just looking for a status change.

comments: author: Gucci
body: Got it thank you very much!


author: Gucci
body: Please see screenshots below:

![2023-05-16_06-56-46.png](https://community.atlassian.com/t5/image/serverpage/image-id/257398i385AB6343AA6AB5A/image-size/large?v=v2&px=999 "2023-05-16_06-56-46.png")![2023-05-16_06-37-31.png](https://community.atlassian.com/t5/image/serverpage/image-id/257399iA9D62104A5E35407/image-size/large?v=v2&px=999 "2023-05-16_06-37-31.png")
Smart value to access issue.id of the linked issues duplicate
Asked by Serge Neuman:

In Jira automation, I have an issue that triggers an automation and that duplicates another issue. My automation creates a new issue. I want this new issue to duplicates not only the issue that has triggered its creation but also the issue duplicated by this issue that has triggered the creation.   

Typically I have PI-42 that duplicates Prog-42  
When PI-42 transitioned from one state to another, then an automation is launched. It create Dev-42. I want to link Dev-42 to Pi-42 and states it duplicates it. I also want to link Dev-42 to Prog-42 and states it duplicates it.   

The first one is easy to do, I just have to link my issue to the most recently created issue and chose "is duplicated by".   
The second should be easy using the [additional information for linked issues](https://confluence.atlassian.com/automation/advanced-field-editing-using-json-993924663.html) except that I do not find the smart value that gives me the id of the {{linkedIssues({{issue.key}}, "is duplicated by")}}.  

Has someone the answer?   
Thanks


Answers:
author: Fernando Eug?nio da Silva
body: [@Serge Neuman](/t5/user/viewprofilepage/user-id/5211411)

You can do this by using the lookup on the link type and then fetching the reference value.

As issues are linked between different projects, you will need to make this rule global, just so jira will fetch the other associated issue values.

Here's how to do this using the lookup:

Define the Trigger of your automation:

**Condition** \> As the rule needs to be 'global', put a condition for the rule to proceed only if the issue trigger is from a certain project

Action: LookupIssues \> Insert a JQL: **issue in linkedIssues({{issue.key}},"is duplicated by")**

Then, to get the ID of the issues, use the smartvalue: **{{lookupIssues.id}}**

Sample rule:

![Screenshot_109.png](https://community.atlassian.com/t5/image/serverpage/image-id/257303i2869F8DAB22DEAAB/image-size/large?v=v2&px=999 "Screenshot_109.png")

See the doc reference: [Advanced search reference - JQL functions](https://support.atlassian.com/jira-software-cloud/docs/advanced-search-reference-jql-functions/#Advancedsearchingfunctionsreference-linkedIssueslinkedIssues--)

Hope this helps :)

comments: author: Serge Neuman
body: Thanks.  
I think it works, but as i was using a free subscription to work on my POC, I have reached the limits of automation rules I can run and need now to migrate everything to the subscription of the firm where I will be able to finalize the tests.
Status Sync Between Epic and Initiative
Asked by Amanda Mason:

We have the following issue hierarchy: Initiative \> Epic \> Story. We link the Epic to the Initiative via the "Parent Link" field.

I want to have automation created such that when the Epic moves to "In Progress" status, the Initiative also moves to "In Progress" status.

What's the best way to achieve this? The following rule isn't working for me.

![Screenshot 2023-05-15 at 12.43.29 PM.png](/t5/image/serverpage/image-id/257330iD50C502BD02C2F53/image-size/large?v=v2&px=999 "Screenshot 2023-05-15 at 12.43.29 PM.png")


Answers:
author: Mark Segall
body: Hi [@Amanda Mason](/t5/user/viewprofilepage/user-id/625814) - You need a branch so that the rule knows when to dive into the Initiative. You want something like this:

* TRIGGER: Issue Transitioned (To In Progress)
* CONDITION: Issue Type = Epic
* BRANCH (JQL)
  *

    ```
    Key = {{issue.Parent Link}}
    ```

  * CONDITION: Status != In Progress
  * ACTION: Transition Issue (To In Progress)

comments: author: Amanda Mason
body: That's exactly what I needed! Many thanks!


Tags: data-center
Automatically add viewers to release version
Asked by Tal Zamir:

Is there a way to automatically add watcher to a tickets with "Fix version" or that are in "Releases"?

Like a pre-defined set of users or something like that.

Thanks.


Answers:
author: Michel Neeser
body: Hi [@Tal Zamir](/t5/user/viewprofilepage/user-id/5159648)

A rule for Jira automation matching your requirement could look like this:

![Automation_-_Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/257119i10C9D14EC4F03642/image-size/large?v=v2&px=999 "Automation_-_Jira.png")

![Automation_-_Jira-2.png](https://community.atlassian.com/t5/image/serverpage/image-id/257120iCDAE0FFD4D133F9B/image-size/large?v=v2&px=999 "Automation_-_Jira-2.png")

comments: author: Tal Zamir
body: Amazing! Thank you!


author: Charly [DEISER]
body: Hi [@Tal Zamir](/t5/user/viewprofilepage/user-id/5159648)

Yes there is a way, in automation you have an action called "Manage Watchers" that you can use to set a pre-defined set of users to a ticket. Also you can add conditions and trigger that better fit your need.

[Jira automation actions \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Manage-watchers)

Hope this helps!

Cheers!

comments: author: Tal Zamir
body: Thank you very much!