youngmon/atlassian-qna huggingface dataset:
Ticket Tiers
Asked by Eisha Bhangu:

Hi,

Is there a way to sort tickets that come into our unassigned queue into tiers based on levels of experience/knowledge? For example, being able to assign smaller tasks into tier 1 and more complex tasks that may require investigating into tier 3 (tier 1 = beginner, tier 3 = advanced). Please let me know what the options are to be able to do this.

Thank you,

Eisha


Answers:
author: Mikael Sandberg
body: Hi [@Eisha Bhangu](/t5/user/viewprofilepage/user-id/5450017),

Welcome to Atlassian Community!

Yes, that is possible. The question is, should this be a manual process or automatic? In order to set the tier you can use either components, labels, or a custom field, and then have queues for each tier that filters based on the field you are using.

comments: author: Eisha Bhangu
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579),

Thank you for your quick response. What are the options for a custom field and how can I use this function in JIRA? Would this allow me to create a "Tiers" options under the context fields with a dropdown list of the different tier levels?


author: Mikael Sandberg
body: Yes, you can create a single select field with your different tiers and you can then use that as part of the JQL that controls the queue, like this:

Tier I queue - tier = "Tier I"

Tier II queue - tier = "Tier II"


author: Eisha Bhangu
body: Can you please provide instructions on how to create a single select field with the different tiers?


author: Mikael Sandberg
body: Go to Settings \> Issues \> Custom fields, click Create custom field and follow the on-screen instructions.


author: Joseph Chung Yin
body: [@Eisha Bhangu](/t5/user/viewprofilepage/user-id/5450017)

Welcome to the community. I agreed with what [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) stated. Here are some reference links on using Automation Rules for Jira to setup automation process -

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

<https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update>

<https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Eisha Bhangu
body: Hi Mikael,

Thank you for your quick response. What are the options for a custom field and how can I use this function in JIRA? Would this allow me to create a "Tiers" options under the context fields with a dropdown list of the different tier levels?


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation options for cloning issue between Service Desks
Asked by River_Wolff:

I am currently trying to move our company using google forms for certain requests, right now when someone fills out the form, it sends the form to the three emails for different help desks to open tickets, however, the problem with this is everyone is added to each others tickets and then we all get bombarded with emailed updates, and then the responses from the IT ticket go to the HR Ticket and so on and so forth.

I have created the request type for the IT Service Desk along with a built-out form.

What I am hoping to do is build an automation that can run to clone that issue to the HR Help Desk, along with the form. I've tried the automatic trigger, but it doesn't move the form over. Okay, fine, I changed it to a manual trigger that clones the issue to the HR Help Desk after manually downloading the PDF of the form and attaching it to the ticket as an internal note. Attachments and comments don't move either.

Is this a feature that isn't available built into JSM for Cloud? Or does anyone have a recommendation for an App Add-on that could clone it properly?


Answers:
author: John Funk
body: Hi River - Welcome to the Atlassian Community!

Try the Deep Clone app in the Atlassian Marketplace.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
How do I connect CMBD Software to Jira
Asked by Kevin Uzomechine:

Hi! I'm currently using Sunbird asset management software and trying to figure out a way to establish a connection between Sunbird and Jira. The goal is to have automated live asset communication between both software so that I can see all assets that are in Sunbird on Jira itself. And if any assets are changed on Sunbird, I want that change to be reflected in Jira itself too.

The first way I was considering doing this was via CMBD integration from the Sunbird side of things, and I've been playing around with the CMBD connector xml code on Sunbird, but the field mappings \<fieldMappingList\> in the script need to align with the data structure used by Jira's Insight asset management tool. **Does Jira insight support such a connection where the data is coming from another platform via CMBD, and is there any way to automate this connection?**


Answers:
author: Dirk Ronsmans
body: [@Kevin Uzomechine](/t5/user/viewprofilepage/user-id/5449935) ,

It doesn't look like there is a marketplace/3rd party vendor created app specific for your CMDB tool.

A common way is to use the Jira Asset Management module (formerly known as Insight) and use that to import the data to and show that in Jira issues.

Unfortunatly on Cloud you are currently still limited to what you can do when it comes to automated imports.

<https://support.atlassian.com/jira-service-management-cloud/docs/import-objects-into-asset-in-jira-service-management/>

At this time you're stuck with using CSV files, a URL or writing an External Import ( <https://developer.atlassian.com/cloud/assets/>)

Atlassian did acquire Airtrack a little while ago and we're hopefull this will provide more options for integration outside solutions with the Assets module.


author: Joseph Chung Yin
body: [@Kevin Uzomechine](/t5/user/viewprofilepage/user-id/5449935) -

Welcome to the community. I agreed with what [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602) suggested. Here is the reference link to Assets Management (components for JSM with Premium or above subscription plans). I see that you are on standard subscription plan, thus it is not available. If you do change your plan, then here is the link - <https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/asset-and-configuration-management#how-it-works>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
how to restrict Jira service management on IP address
Asked by saikrishna_chenumalla:

Do we have option of restricting the jira service management on Mobile phones and Create a policy to access accounts only based on IP restrictions


Answers:
author: Charlie Misonne
body: Yes you can set IP restrictions but you need Jira premium (I noticed your question is tagged as Jira Standard). You can enter specific IP address ord ranges in the CIDR notation.

[Specify IP addresses for product access](https://support.atlassian.com/security-and-access-policies/docs/specify-ip-addresses-for-product-access/)


Tags: cloud

jira-service-management

jira-service-management-cloud
Hide projects from customer portal
Asked by Daniel Bermudez:

Hello, I have an issue regarding JSM and the Customer Portal in JIRA SERVER.

The problem I'm facing is that when I create a new project in JSM, it automatically appears in the customer portal, and I need to hide some of them but I don't know how.

I found some posts here on Atlassian and the solution they suggest is to remove the customer portal from the permission scheme. However, when I do this, the projects still appear in the portal.


Answers:
author: Charlie Misonne
body: Hi Daniel,

Does it appear in the customer portal for you (being an admin) or for everyone?

Jira will display JSM project on the portal for users having access to the project. You may see a number of projects while other users see less projects on the portal.

Everything also depends on the [portal permssions.](https://confluence.atlassian.com/servicemanagementserver/managing-access-to-your-service-project-939926273.html)Check your project's **Customer Permissions** and make sure you are using **Customers who are added to the project** . That way you'll be sure that not all your Jira users will see the proejct.  
Only users in the customer list will have access. So you can check that list to verify whom can access it.

Hope this helps!


Tags: jira-service-desk-server

jira-service-management

server
Can a report be ran from data in a form that it attached (Attached form) to a ticket?
Asked by Willis_Tusie:

I'm looking for a way to capture and report the time Eng resources are getting pulled in to assist in resolving ticket/incidents. I created a form within the ticket to capture name, dates and time spent assisting. Is there a way to run a report from the attached form to track this time over days, weeks, months etc? I'm not seeing a way to do this when attempting to create a report. There may be a better way to capture actual time or some estimation of time. I doesn't appear story points it a good option to capture this.


Answers:
author: Mark Higgins
body: Hi Willis,

Short answer is no, not directly from the 'form'. Forms are basically blobs.

However you can create Custom fields, and link those to the fields on the form, and then report on the form 'fields'.

There is also a section on tickets to Log Work, called Work Log, where Agents can log time against tickets, and then you can report on those entries.

Hope that helps.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Create Custom Summary Fields
Asked by Jack Nicholls:

Hi all,

Just looking into some Automation for our Service Requests to change the summary field (subject).

I've managed to use the 'COPY' option bring in a certain field  

![f4318593-3038-4d9f-8b9b-70980700423d.jpg](/t5/image/serverpage/image-id/311361i4674AA4230732FCC/image-size/large?v=v2&px=999 "f4318593-3038-4d9f-8b9b-70980700423d.jpg")  

But I'd like to add in more. Would I need to do this via a JSON file?

Any help would be much appreciated!


Answers:
author: David Friedrich
body: Hi Jack,

you can edit the summary or any other field in an automation using smart values:

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


author: Jack Nicholls
body: Hi guys, sorry, I've managed to sort it now.

I was entering the smart values wrong for the summary.


author: Joseph Chung Yin
body: [@Jack Nicholls](/t5/user/viewprofilepage/user-id/5440790) -

Can you provide more information what you want to do on updating issue's summary field? Keep in mind that Summary field is a single line of text and there is a limitation of 256 characters.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: John Funk
body: Hi Jack,

What exactly are you wanting to add? We need more specifics please.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

summary
Add parent issue key in the summary of a subtask created with automation
Asked by Emiliano Visioli:

Hi all,

is it possibile to add the parent issue key within the summary of a subtask that is created through an automation?

I tried this automation but it doesn't work:

![automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/311362i35735D38E2131AB3/image-size/large?v=v2&px=999 "automation.png")

Could you help me?

It would be fantastic if it would be possible with the action "create subtask" so that i can add more than one subtask with the same action.

Thank you,

Emiliano


Answers:
author: John Funk
body: Hi Emiliano,

Try: {{triggerIssue.key}} - Meetings


author: Marco Brundel
body: Hi [@Emiliano Visioli](/t5/user/viewprofilepage/user-id/5269731) ,  

And when you use

{{triggerissue.key}}

is this working?

Regards, Marco


author: Emiliano Visioli
body: thank you all, I was just trying {{triggerIssue.key}} - Meetings and it works, thanks!


author: David Friedrich
body: Hi Emililano

{{issue.key}} - Meetings

should do it. Drop "parent" it is not necessary as the parent issue is the trigger.

KR

David


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
grace-periode : JSM renewed with wrong plan -> assets back available when we upgrade back to premium
Asked by Christof Cuypers:

Will asset objects be removed if you accidentally downgrade to JSM Standard and then upgrade to JSM Premium a few days later?

Situation: Due to an error in the annual renewal process, the JSM subscription was downgraded from Premium to Standard. Since we require the Premium features, particularly assets, we will upgrade again to Premium. Will the Premium features be restored to their state before the downgrade? Will the asset data be available again?


Answers:
author: Dirk Ronsmans
body: Hi [@Christof Cuypers](/t5/user/viewprofilepage/user-id/1060122) ,

I think you're best of raising this as a support ticket at <https://support.atlassian.com/contact>

I know Atlassian does not provide data specific backups (unless they break it themselves) so honestly I would not be surprised if the data is gone.

However only they will be able to provide you with a conclusive answer about that.


Tags: cloud

jira-service-management

jira-service-management-cloud
In jira when i try to add comments in english the words are correct but it is showing red line
Asked by Naveen, Naveen (External):

![image.png](/t5/image/serverpage/image-id/311352i24FEB6558294A9AD/image-dimensions/389x246?v=v2 "image.png")

this issue is recently happened and not yet solved see the words is correct eventhough it is showing red line can you please help me to look into it


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Naveen, Naveen (External)](/t5/user/viewprofilepage/user-id/5449778) and welcome to the Community,

to my understanding, the red line is a browser feature and has nothing to do with Jira. Atlassian doesn't have an Auto-correct feature (only the new AI does).

Is your browser's language set to English?

comments: author: Naveen, Naveen (External)
body: thanks so much [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) now it is resolved previously somehow it is changed into spanish.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automate linking of HubSpot Objects to Jira Service Management tickets
Asked by Matthew Kirrane:

When an issue is raised in JSM, I would like to automate the linking of HubSpot objects in my HubSpot account, based on values in the JSM ticket. For example, if a ticket is associated with a particular Organisation, I would like to use that org name, or a reference ID to associate the corresponding HubSpot Object with the ticket so that Sales and Support Teams have better visibility as to the progress of the ticket in question and all tickets associated with the customer they are responsible for.

The Apps I've tested so far allow users to manually associate HubSpot Objects with Jira tickets and vice versa, but I would like to do this automatically. Is there a way?


Answers:
author: Jaime Capitel _resolution_
body: Hi [@Matthew Kirrane](/t5/user/viewprofilepage/user-id/3792160) I'm part of the team at resolution, and we are the developers of one of the apps that you probably have tested ([HubSpot Jira integration](https://marketplace.atlassian.com/apps/1228240/hubspot-jira-integration-report-issue-link-collaboration?hosting=cloud&tab=overview)).

The product owner of the app is currently on leave so I wanted to step in to answer this question for him: I know that automating this kind of behaviors is one of the key items in the roadmap this year for the app, so I'd encourage to stay tuned.

I'll make sure that my colleague follows up over here when he's back!

comments: author: Matthew Kirrane
body: Thanks [@Jaime Capitel _resolution_](/t5/user/viewprofilepage/user-id/3951914) ! Yes please, I'd be interested to know your roadmap for this as I've started to test the Resolution app and this is one of the key features we're looking for.


Tags: cloud

jira-service-management

jira-service-management-cloud
Smart Value to Tag Participants in Comment from Automation Rule?
Asked by Coffee_Donuts:

Hi all,  

I'm looking to tag users in my automation rule that comments on issues that have not had a response for X days.  

I need to tag both the reporter and the requested participants.

I am using \[\~accountid:{{reporter.accountId}}\] to tag reporter which is working fine.

For participants I am using \[\~accountid:{{issue.Request Participants.accountId}}\] which is just returning [@User](/t5/user/viewprofilepage/user-id/115298)

What should the correct smart value be to tag all participants / watchers in on the ticket or is that not possible?

Thanks


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Coffee_Donuts](/t5/user/viewprofilepage/user-id/5300789)

Please try use:

{{#issue.customfield_10003}}\[\~accountid:{{accountId}}\]{{/}}  

<br />

You need to change Participants field id.

comments: author: Coffee_Donuts
body: Thanks [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725)   

I have made the amendment and will let you know if successful on next run.


author: Coffee_Donuts
body: Thanks [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) . This worked as intended.  

One super minor thing, when there are multiple participants there is no space between the tags. It has zero impact other than visually, is there any way to get the tags to space out if there are multiple? No worries if not.

Thanks again.


author: Sebastian Krzewi?ski
body: Just add a space inside loop.

Bold parts of below smart value are responsible for loop. You can add inside everything what you want (spaces, commas, etc).

**{{#issue.customfield_10003}}** \[\~accountid:{{accountId}}\]**{{/}}**

Regards,

Seba


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

smart-value
GenAI for Jira Service Management/Confluence knowledgebasea
Asked by Niklas Sinander:

Hi,

We are using Jira ServiceDesk since many years (now Jira Service Management), manually supported by a knowledge base in Confluence where our ServiceDesk personnel and end users manually search the knowledge base articles for answers.

If I understand correctly you are bringing Atlassian Intelligence functionality to generate answers based on one or many Confluence knowledge bases to Slack and later MS Teams.

However, I cannot find any onformation whether this is already available within Jira Servce Management, or if it is planned.

I would be greateful for an answer to this?


Answers:
author: Niklas Sinander
body: Hi [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624)

I found it here: <https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview>

At Step 2 -\> 2. Atlassian Intelligence answers, it mentions *"Uses generative artificial intelligence to search across your linked knowledge base spaces and answer your customer questions"*

I would expect Atlassian to provide this type of functionality Out-Of-The-Box for Jira Servie Management before they provide it to other integrated products. Maybe it is already there but I cannot find any clear information about it.

comments: author: Nikola Perisic
body: Thanks for that. Yeah, currently, Atlassian did not mention anything about this yet. And yes, they roll it out on the JSM first, before they become available for the rest of the products.


author: Nikola Perisic
body: Hi [@Niklas Sinander](/t5/user/viewprofilepage/user-id/1156731)

If you don't mind me asking, where did you get this information? Was it from a webinar? Right now, the JSM AI works based on the workflow that you define for the answers.

Also, I don't see anything within the cloud roadmap.

I am using the Await AI that does the thing that you have mentioned. You can insert the knowledge bases and create a unique chatbot.


Tags: atlassian-intelligence

cloud

jira-service-management

jira-service-management-cloud
making a copy of the project
Asked by Berik Irgebayev:

Hi,

My question is the following.

I would like to play around with automations, reports and WorkFlows. However, since I am too new to Jira to be doing in randomly without any supervision, I figured I need a test environment. So the next question arises - how do I make an exact copy (if possible) of the project? If not, what can i do to make sure whatever I do does not have any effect on the live environment/project?

Thanks in advance.


Answers:
author: Nikola Perisic
body: Hello [@Berik Irgebayev](/t5/user/viewprofilepage/user-id/5382091)

Jira Sandbox is a perfect solution for this. You can have production data on your test project, so whatever you do doesn't affect your live project. I see that you are on the premium plane, since the sandbox is only available from Premium and above tiers.

To access this, you would:

1. Go to admin.atlassian.com
2. Choose your organisation that has the premium tier
3. Go to Products
4. Under release management there is Sandbox option
5. Choose your site that you want to mimic

comments: author: Trudy Claspill
body: Adding to this...

Creating the sandbox itself does not copy the production data. It makes an empty instance that you can use for free.

You have to take additional steps to copy the production data to the sandbox.

Refer to <https://support.atlassian.com/organization-administration/docs/manage-atlassian-product-sandboxes/>

Note also that can be done only by an Organization Admin. A user who is just a Site Admin will not have the necessary permissions.


author: Berik Irgebayev
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) ,

Thank you for your response. I am indeed a user management admin and site admin, but not org admin. SO have to wait for an org admin to grant me access.


author: John Funk
body: Hi Berik,

You can create a project based on an existing project, so that one can be your test project.

1. Click on the Projects menu option in the top nav bar. Then select Create Project.
2. Next choose Service Management on the left.
3. Choose one of the templates.
4. Click Create Blank Project
5. Fill in the fields with information.
6. Click the box beside Share settings with an existing project
7. Click Create Project


Tags: cloud

jira-service-management

jira-service-management-cloud