youngmon/atlassian-qna huggingface dataset:
Automation to delete duplicate issues not working
Asked by Kay:

I created an automation to delete duplicate issues but issues generated in JSM from Opsgenie alert that are duplicated are not auto-deleting. Agent has to manually delete this duplicates. What can be done?


Answers:
author: Nicolas Grossi
body: [@Kay](/t5/user/viewprofilepage/user-id/5428035) You might take a llok at this thread: [https://community.atlassian.com/t5/Jira-questions/Automation-for-cloning-an-issue/qaq-p/2197824?utm_source=gdn\&utm_medium=paid-display\&campaign=21252494340\&adgroup=\&device=c\&devicemodel=\&placement=\&aceid=\&creative=\&adtype=\&gclid=CjwKCAjwqf20BhBwEiwAt7dtdeCzuonx0mFPiBe2DQrjA63gc1U4aRP3saqeRExTSzwwn0LDS5AT2BoCdV4QAvD_BwE\&country=\&network=x\&targetid=\&gad_source=1](https://community.atlassian.com/t5/Jira-questions/Automation-for-cloning-an-issue/qaq-p/2197824?utm_source=gdn&utm_medium=paid-display&campaign=21252494340&adgroup=&device=c&devicemodel=&placement=&aceid=&creative=&adtype=&gclid=CjwKCAjwqf20BhBwEiwAt7dtdeCzuonx0mFPiBe2DQrjA63gc1U4aRP3saqeRExTSzwwn0LDS5AT2BoCdV4QAvD_BwE&country=&network=x&targetid=&gad_source=1)

comments: author: Kay
body: Thank you for your reply but the thread did not address my concern. The automation does work for other issues in the project except issues generated from opsgenie alert. I have attached a screenshot of the automation rules. All duplicate issues should be transitioned to Done and resolution set to Duplicate.![Screenshot 2024-07-23 at 3.23.38?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/337671i7D8839D963E6794C/image-size/large?v=v2&px=999 "Screenshot 2024-07-23 at 3.23.38?PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud

opsgenie
How to decrease the object attribute (default/Integer) value by 1? - Assets
Asked by Saqib Dar:

Hi Community,

How to decrease the object attribute (default/Integer) value by 1? - Assets

I created an object and set the attribute value count 10.

How I can decrease the value of attribute count every time on same object by 1 after user created the request JSM customer Portal?

PFA for reference

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/337470i40159285BAA5D03C/image-size/large?v=v2&px=999 "image.png")

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/337468i6A4D786BAA8B35EF/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Saqib Dar
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/337465i035063CEE253C666/image-size/large?v=v2&px=999 "image.png")![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/337466i14601D6AC15DE150/image-size/large?v=v2&px=999 "image.png")


Tags: asset-management

assets

data-center

insight

jira-service-management

jira-service-management-data-center
Jira vs Microsoft Automation Questions
Asked by Sarah Cristina Bizewski:

Dear friends, I would like to present my context to you. Today we use Jira for internal company requests. The people management team creates admissions requests in the IT project. The IT analyst performs the creation of the accesses. We would like to optimize the creation of accesses (AD + email) Is there any automation capable of reading the open ticket in JIRA and automatically creating a user in Active Directory and Microsoft email?


Answers:
author: Mikael Sandberg
body: If you are looking for an app from the [Marketplace](https://marketplace.atlassian.com/) then [Multiplier](https://marketplace.atlassian.com/apps/1224807/access-management-governance-for-jira-okta-azure-ad?hosting=cloud&tab=overview) should be able to do this for you. Your other option would be to use automation and web request to AD to create the user and email.

comments: author: Sarah Cristina Bizewski
body: In the option to use automation, is there any documentation about?


author: Mikael Sandberg
body: You can find tutorials [here](https://www.atlassian.com/software/jira/guides/automation/tutorials#manage-automation-rules), and the documentation is [here](https://support.atlassian.com/cloud-automation/docs/automation-basics/). It should be fairly straight forward automation to create, it would first extract the information from the request, like the email and this can be done using [smart values](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/), and then use a web request component to make the API call to AD. The documentation has a section on how to integrate with third party apps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Setting a specific USER as MANAGER of another USER
Asked by Gibrice Ayille:

Let us say I invited two team mates A and B to be user in Jira.

Questions:

How to set A to be the Manager of B ?

In other words, how to make Jira user to be Manager of another user ?


Answers:
author: Gibrice Ayille
body: Let us say I invited two team mates A and B to be user in Jira.

Questions:

How to set A to be the Manager of B ?

In other words, how to make Jira user to be Manager of another user ?


author: Mikael Sandberg
body: Is the users customers? If that is the case then you could use [details fields](https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/) to do this. If they are actual users then you have a couple of options. Assuming that you do not integrate Jira with an identity provider then you could use [user entity property](https://support.atlassian.com/user-management/docs/update-roles-and-properties-for-jira-users/) to set the manager.


Tags: cloud

jira-service-management

jira-service-management-cloud
We need a Jira consultant to help us understand the Incident Management Features Svc Management
Asked by brian_franscoviak:

We are shopping for an Incident Management Platform and we had been researching OpsGenie and it looks like that might fit our needs. We understand that functionality is being moved into Service Management but we need to talk to a consultant that can help us understand this a little more and how we can best turn on and use these features.

We want to understand what subscription levels include the Incident Management features and what are the costs associated.


Answers:
author: Adolfo Casari
body: [@brian_franscoviak](/t5/user/viewprofilepage/user-id/5249708)

This should help you:

<https://community.atlassian.com/t5/Jira-Service-Management-articles/Resolve-incidents-faster-in-Jira-Service-Management-UI-update/ba-p/2665930>

I understand this is covered by the standard subscription.


Tags: cloud

jira-service-management

jira-service-management-cloud

opsgenie
Finding reporter's organization(s)
Asked by Julie Beltz:

In our project, the Reporter creates a ticket via email. We have requirement to see what Organizations they are a member of and populate the Organization field automatically. If multiple, we could not update Organization field.

In the API it looks like you can't retrieve Organizations by user's email. Seems like we would have to step through every organization and search the member list, which could have significant runtime with growing number of organizations.

Is there another way to achieve this?


Answers:
author: Dan Breyen
body: [@Julie Beltz](/t5/user/viewprofilepage/user-id/4534342) we use Automation and API calls to get this information. You are correct, if they have more than one, you probably don't want to do it.

You can get the Reporter's Organization based on their Account ID with an API call.

https://(INSTANCE)l.atlassian.net/rest/servicedeskapi/servicedesk/{{issue.Request Type.requestType.serviceDeskId}}/organization?accountId={{issue.reporter.accountId}}

Then with that organization, you can edit the issue and update the Organization field with the results of your API call with this:

{  
"update": {  
"Organizations":   
\[  
{{#webResponse.body.values}}  
{"add": {{id}} }  
{{\^last}},{{/}}{{/}}  
\]  
}

The full text is too messy to add here. Atlassian Support helped me out with it when we originally put it together.

Also, please vote for and watch[this ticket](https://jira.atlassian.com/browse/JSDCLOUD-14475). This should be standard functionality (or at least an option) when the ticket gets created.

comments: author: Julie Beltz
body: Thanks Dan! Have everything working but how to know if there are multiple Orgs to skip.


Tags: cloud

jira-service-management

jira-service-management-cloud
User Permissions report
Asked by Julie Beltz:

Is there a way within JSM to get a listing of what all projects a user has access rights to? If not, is there an app that provides this functionality?


Answers:
author: Christopher Yen
body: from user management you can "View Jira project roles" this provides a list of all the Jira, JSM projects the user has roles in.

![2024-07-23 13_40_50-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/337452i472D85A276528AEF/image-size/large?v=v2&px=999 "2024-07-23 13_40_50-Window.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
"Share With" required field appeared in our request forms overnight
Asked by Faten Abilmouna:

The Live version of all our request forms now shows a required field to share the ticket with people. This appeared without warning nor consent. Our users are spamming the entire organization.

We need this share option REMOVED immediately from all request forms, but it does not appear in our backend Request Types view at all, so we cannot edit it. HELP!

![Screenshot 2024-07-23 at 1.11.19?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/337408iEDCEBBB9ED7049A5/image-size/large?v=v2&px=999 "Screenshot 2024-07-23 at 1.11.19?PM.png")


Answers:
author: Faten Abilmouna
body: Trying to delete this post. We've removed the org.


Tags: cloud

jira-service-management

jira-service-management-cloud

share
How do I learn more about JSM "Operations" and which features are ready?
Asked by Guy Renko:

I understand that "Operations" features are still rolling out but I can't even Star a Filter.

It's not entirely clear which features are ready like Heartbeats and even Policies are missing and heard to get info since "Operations" is such a generic term.

Is there a time table or should I still be creating alerts/policies in OpsGenie?


Answers:
author: Kevin Patterson
body: Hi [@Guy Renko](/t5/user/viewprofilepage/user-id/5161018)

The best help documentation I have found so far regarding the new streamlined IT Operations features in JSM is here: <https://operations-help.atlassian.net/wiki/spaces/OPSHELP/overview>

If you are in the old merged JSM/opsgenie environment you may want to review this article that talks about how to check the status of your move from old to new. <https://community.atlassian.com/t5/Jira-Service-Management-articles/It-s-time-to-streamline-your-operations-in-Jira-Service/ba-p/2733798>

comments: author: Guy Renko
body: Nice! Thank you!

I hadn't seen this Operations Overview page.

I have seen the Status Page but it is unclear which features are still pending.

Thanks again.


author: Kevin Patterson
body: [@Guy Renko](/t5/user/viewprofilepage/user-id/5161018) - Something that I should mention since I'm not sure If you are a JSM Premium or Enterprise customer is that not all features from Opsgenie will be available to JSM users on the standard plan. take at the pricing page for JSM and scroll down to the Incident \& problem section for some of the Opsgenie features. It looks like heartbeats is not available on standard, along with a few other features. <https://www.atlassian.com/software/jira/service-management/pricing>


author: Guy Renko
body: I see it. Heartbeats would have been nice but we can make do without them. What I can't figure out is Policies and Automations or if I even need them.

This is a screencap from the Jira Operation intro video. Is that a non-Standard feature as well? Hard to tell where it falls under in the pricing unless Policies is considered Advanced Alert Integrations.

What I'm really looking to do is send more alerts to JSM Operations as a central monitoring hub but not to be burdened by P5 alerts allowing the team to just review and close by end of day while assigning P1, P2 alerts to more capable members with a tighter timeframe.

![2024-07-23 12_32_52-Jira Service Management_ Tour Streamlined Incident UI and 8 more pages - Connect.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/337757i29E4B0AF8AC25830/image-size/large?v=v2&px=999 "2024-07-23 12_32_52-Jira Service Management_ Tour Streamlined Incident UI and 8 more pages - Connect.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Find issue by key
Asked by Sebasti?n Dur?n:

Hey!

I'm trying to find issues using the field key, but I can't seem to get it to work. It only searches fields like summary, reporter, etc.

Can you help me with this? Thanks!


Answers:
author: Hans Polder
body: [@Sebasti?n Dur?n](/t5/user/viewprofilepage/user-id/5461711) ,

Could you share some more information, maybe some screenshots of what's going wrong?

As you can see below, it should work like this:

![Screenshot 2024-07-23 171806.png](https://community.atlassian.com/t5/image/serverpage/image-id/337390i54F3E498EC105818/image-size/large?v=v2&px=999 "Screenshot 2024-07-23 171806.png")

comments: author: Hans Polder
body: Aha, from your response I see you are in a Jira Service Management project searching in a specific queue.

I notice the same behavior in my own test environment. I think it's working as designed, as you can search specific issue keys always in the right upper corner of your screen using the Jira-wide issue search function.

However, I can imagine this would be worth submitting Feedback about towards Atlassian (using the 'Give feedback' link on the left, below your queues)!


author: Hannes Obweger - JXL for Jira
body: Hi [@Sebasti?n Dur?n](/t5/user/viewprofilepage/user-id/5461711)

to the best of my knowledge, the search within queues is relatively limited. It appears like it might primarily (only?) be considering an issue's *summary*, but I'm not 100% sure.

I don't know if this problem justifies additional tooling for you, but just to put it out there: If you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2763131).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSM-specific fields - much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

Plus, its sheet search considers all visible fields, including the issue key.

This is how it looks in action:

![queue-search-for-issue-key.gif](https://community.atlassian.com/t5/image/serverpage/image-id/338351i828025021EB4AAE7/image-size/large?v=v2&px=999 "queue-search-for-issue-key.gif")

As every sheet in JXL is powered by a JQL statement or filter, you can easily model your queues as JXL sheets. It also allows cross-project queues, if that's something you'd be interested in.

Any questions just let me know,

Best,

Hannes


author: Sebasti?n Dur?n
body: ![2.png](https://community.atlassian.com/t5/image/serverpage/image-id/337393i86CAA344CB31E57E/image-size/large?v=v2&px=999 "2.png")![1.png](https://community.atlassian.com/t5/image/serverpage/image-id/337394i2F389FB2B3ADB808/image-size/large?v=v2&px=999 "1.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to contact a live person at Atlassian
Asked by Sherry van Ogtrop:

How do I contact a live person about an outstanding invoice?


Answers:
author: Tansu Akdeniz
body: Hi [@Sherry van Ogtrop](/t5/user/viewprofilepage/user-id/5550709)

Welcome to the community.

Please raise a ticket via <https://support.atlassian.com/>.


Tags: cloud

jira-service-management

jira-service-management-cloud

not-applicable

subscriptions-and-billing
Update the custom field - Reason for reopening of 2 lakh issues.
Asked by Mangesh Bajirao Pangavhane:

I wanted to update the custom field (Reason for reopening) of 2 lakh issues.

using JQL in script runner provide any script.


Answers:
author: Tansu Akdeniz
body: Hi [@Mangesh Bajirao Pangavhane](/t5/user/viewprofilepage/user-id/5550656)

Welcome to the community.

What do you mean by "2 lakh"? You can simply set field value in post-functions.

Also, please check this [Custom Post Functions](https://docs.adaptavist.com/sr4js/latest/features/workflows/post-functions/custom-post-functions) doc.

comments: author: Mangesh Bajirao Pangavhane
body: Hi Tansu,

Thanks for your answer.But here user provided a JQL which contains 2 lakh issues \& user wants to update one custom field for all this 2 lakh issues. Using Bulk edit option we can do that but here issues count high it might appears performace issue. So at once using script runner is there any option or any script will run on back end and its update all issue?


Tags: data-center

jira-service-management

jira-service-management-data-center
Jira Service Management Install - Data Center
Asked by rajiv_verma_ee_doe_gov:

Hello,

<br />

We would like to install JSM data center on our windows server. Checked online information and downloaded the installer however it is .CRDOWNLOAD file which unable to install. Any thoughts how to install JSM on prem server which is hosted in our environment. We greatly appreciate it. thank you!


Answers:
author: Jim Knepley - ReleaseTEAM
body: The CRDOWNLOAD extension is a temporary placeholder file that Google Chrome creates when a user downloads a file. As the file streams from the server, the CRDOWNLOAD file acts as a holding space for the requested file's data. Once the download is complete, Chrome renames the CRDOWNLOAD file to its intended file name and extension.

Sometimes Chrome will get "stuck" at 100% downloading a file. This can be because it's getting stuck doing its automatic anti-virus scanning of downloaded files. You can disable the "safe browsing" feature, but I wouldn't recommend it. If it's still a problem, try downloading using a different browser.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Request type vs Root Cause
Asked by Rodrigo Buch:

Hello In my Jira service management configuration in the Agents view they have to classify a list type field "Request type" I would like when the Agent selects an option another list type field if associated "Root cause"


Answers:
author: Nadhila Savira
body: Hi Rodrigo,

I don't 100% understand your inquiry here, so perhaps you could reiterate what you are looking for.

From what I can decipher, you are looking to change the "Root cause" field if the "Request Type" is changed.

For this, you can make use of Automation, and I have for you an example that you can replicate and adapt according to your situation.

![Screenshot 2024-07-24 at 15.30.01.png](https://community.atlassian.com/t5/image/serverpage/image-id/337641iC471F28C0FA9A9F8/image-size/large?v=v2&px=999 "Screenshot 2024-07-24 at 15.30.01.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
No story point estimate field in if block
Asked by Noah Di Ges?:

Hi (:

I would like the initiator to be notified if he left the story point estimate empty when moving from a column to another, but I cannot see the "Story point estimate" field in my if block :![Screenshot from 2022-04-09 12-12-16.png](https://community.atlassian.com/t5/image/serverpage/image-id/192261i23F2D9A86A697E0B/image-size/large?v=v2&px=999 "Screenshot from 2022-04-09 12-12-16.png")

Is there any way to accomplish what I am trying to do ?

Thanks in advance,

Noah (:


Answers:
author: Jack Brickey
body: Hi [@Noah Di Ges?](/t5/user/viewprofilepage/user-id/4868379) , welcome to the Community!

are you simply wanting to check if the field is empty or updated? If the former consider using a JQL condition - "story point estimate" is empty. Now if you are using CMP projects then consider adding a Validator "field updated" on the transition(s) that will require the user to update the field before transition is allowed. In this scenario you will need to add a transition screen to offer up the Story Point field during the transition.

comments: author: Noah Di Ges?
body: It works with the JQL condition : ))

Thank you ever so much for the quick \& thorough answer ! : D  
Have a nice one \^\^


author: Bill Sheboy
body: Hi [@Noah Di Ges?](/t5/user/viewprofilepage/user-id/4868379) -- Welcome to the Atlassian Community!

Yes, and...to Jack's answer:

The team-managed project's Story Point Estimate field is apparently not fully supported for basic conditions and actions. One work-around is to use the Advanced Compare Condition and check the smart value directly: {{issue.Story point estimate}}

Kind regards,  
Bill
Smart Value for Project Lead
Asked by Jake D:

Is there a smart value available to allow accessing the email address of the project lead for a given issue? I tried variations of {{issue.project.Project Lead.emailAddress}}, but I don't see any options for accessing the Project Lead (or any users in specific roles) corresponding to a certain issue.

My intended use case is trying to send emails to the Product Owners for a few dozen Jira projects when certain additional details are needed within tickets in their backlogs.

Thanks, Atlassian Community!


Answers:
author: Jake D
body: I found the answer: {{issue.project.lead.emailAddress}}.

comments: author: mb
body: Hi Jake, where did you find the documentation for this?

I would like to find something similar.

I created roles, e.g. "Project Members".

But I cannot find documentation for something like:

```
{{issue.project.role."Project Members".emailAddress}}
```

Here <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/> only

```
{{issue.project}}
```

is mentioned.

This seems related:  
<https://community.atlassian.com/t5/Jira-Software-questions/Automation-for-Jira-Cloud-Manual-Trigger-by-project-role-instead/qaq-p/1401395>


author: mb
body: See also <https://community.atlassian.com/t5/Jira-Core-Server-questions/Automation-for-Jira-Project-roles/qaq-p/1599034>
Possibility to access remote issuelinks
Asked by Kai Becker:

Hi there,

we have connected an onPrem Jira instance and a Jira cloud site.   
We are able to link issues, but they don't show up via {{issue.issuelinks}}

It is possible to access remotelinks via \<yoursite\>.atlassian.net/rest/api/3/issue/XYZ-123/remotelink , but this requires extra authentication.

Any idea on how to access the information without this extra step?


Answers:
author: Ste Wright
body: Hi [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)

I assume you're using a *Send web request*to hook into the other site?

I'd envisage it needs authentication to allow for this to happen - is there a reason this isn't possible?

Ste

comments: author: Kai Becker
body: Hi [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) ,

thanks for the feedback. That would be possible, yes.  
I just thought there would be an easier way :)

Kai


author: Ste Wright
body: Hi [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)

Not that I know of - inter-site linking requires the authentication to ensure you have appropriate access to create the link.

It should be a one-off though.

Ste