youngmon/atlassian-qna huggingface dataset:
JSM Customer notification for specific Resolution
Asked by Vignesh Jayagopal:

Hello,

In our JSM project, we use customer notifications to notify customers once the request is resolved.

Right now in the customer notification, we have set the standard content as "Your request is resolved"

But some of the requests are closed with resolution as Invalid Request, Not applicable, Partially resolved. In this case, the standard content causing confusion to customers.

Is there any way where we can trigger the customer notification only if the resolution is set as Done? or if we can modify the content based on the resolution also fine.


Answers:
author: Walter Buggenhout
body: Hi [@Vignesh Jayagopal](/t5/user/viewprofilepage/user-id/4267947),

The default customer notification on *issue resolved* is not smart enough to make a difference between the different values you can set in the resolution field.

A possible workaround would be to disable the built-in notification from JSM and use an automation rule to send the confirmation email instead. With automation, you do have the flexibility to apply conditions to determine the appropriate actions.

Hope this helps!

comments: author: Vignesh Jayagopal
body: Hi [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) Thanks for your response.

We already consumed automation rules usage for many other criterias, so thought of setting the notification via "Customer Notification" but it is not supporting based on different resolution.


Tags: cloud

jira-service-management

jira-service-management-cloud

notification

resolution
Jira Automation - Iterating over a list and replacing values
Asked by Remy:

Hi all,

I am basically working on an automation where a have a bunch of plain text names from a multiselect (we'll say for examples sake a, b, c) that I need to replace with IDs (we'll say x, y and z) to send via web request to a different service.

I have a, b and c in a list and their corresponding IDs in a lookup table with x, y, and z

my gut response would be to build a string variable using the for each loop to then pass through to the web request. I have a create variable action inside the for each referring to itself for this purpose

The problem I am having is I only seem to get the last value back, ie I only get z back instead of x, y, z

Adding a log action to the loop shows it logging x, y, and z separately instead of the expected x, x,y x,y,z

Is there a way of doing this?


Answers:
author: Trudy Claspill
body: Hello [@Remy](/t5/user/viewprofilepage/user-id/5471069)

When asking for help with an Automation Rule it will enable us to help you more effectively is you provide screen images of your entire rule, each step in the rule, and the output to the rule execution audit log from when the rule runs.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Cualquier usuario puede crear filtro para campo "persona asignada"?
Asked by Carolina Araya Inay:

Hola! Por favor me ayudan con esto?

Necesitamos que cualquier usuario pueda crear filtros, por ejemplo, a partir del campo "persona asignada"? dentro del universo total de todos los proyectos.

Hicimos pruebas con 2 usuarios distintos (no admin) y no lo lograron...solo lo logran usuarios con rol ADMIN

cu?l ser? el problema?

Saludos!

carolina


Answers:
author: John Funk
body: Hola Carolina, ?bienvenida a la Comunidad de Atlassian!

Verifique los permisos globales del sistema para ver si los usuarios tienen el permiso para compartir paneles y filtros.

Vaya a Configuraci?n \> Sistema \> Permisos globales

Luego busque Compartir paneles y filtros

comments: author: Carolina Araya Inay
body: hola John

Revis? en los permisos globales, pero en la opcion "**Examinar usuarios y grupos"**

ah? no estaban activado el grupo **"** **jira-software-users"** y eso estaba provocando el problema

gracias por la orientacion!


author: John Funk
body: ?Fant?stico! Me alegra que la soluci?n te haya resultado ?til. Si fueras tan amable, haz clic en el bot?n Aceptar respuesta que aparece arriba para cerrar esta pregunta. ?Gracias!


author: Trudy Claspill
body: Hola [@Carolina Araya Inay](/t5/user/viewprofilepage/user-id/5591329) ,

Bienvenido a la comunidad Atlassian.

?Qu? pasos probaron exactamente los usuarios?

?Cu?les fueron los resultados? ?Recibieron un mensaje de error? ?No obtuvieron los problemas que esperaban?

Los usuarios deber?an poder crear filtros basados ??en cualquier criterio admitido. Sin embargo, si no tienen permiso para ver los problemas reales que arrojar?a el filtro, es posible que los resultados no sean precisos.

---

Hello,

Welcome to the Atlassian community.

What steps did the users try, exactly?

What were the results? Did they get an error message? Did they not get the issues that they expected?

Users should be able to create filters based on any supported criteria. However, if they don't have permission to see the actual issues that the filter would return, then the results may not be accurate.
> Can any user create filter for "assigned person" field?
>
> Hello! Please help me with this?
>
> Do we need any user to be able to create filters, for example, from the "assigned person" field? within the total universe of all projects.
>
> We did tests with 2 different users (not admin) and they didn't succeed...only users with the ADMIN role succeed.
>
> what will be the problem?
>
> Greetings!
>
> caroline

comments: author: Carolina Araya Inay
body: hola Trudy

los filtros los pod?an crear, pero al filtrar por el campo "persona asignada", no se desplegaba la lista de usuarios para seleccionar.

finalmente la soluci?n fue revisar en

Configuraci?n \> Sistema \> Permisos globales \> Examinar usuarios y grupos y ah? activar al grupo **"** **jira-software-users"**

saludos!!


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Can a pagerduty integration reference an Organization Detail Field?
Asked by Fletcher Simer:

I have been able to set up PagerDuty incidents to be created based on a JQL query of a couple different field values of our issues in our support JSM project to notify our on call support agents when an issue is created or modified to meet those criteria. Basically, if an issue is critical priority and a customer environment field is set to production, then a pagerduty incident gets triggered. However, within our Organizations, we have a detail field for if an Organization is part of our premier success program. If this is true, when an issue is created through our portal by one of the customers within that organization, I would like it to create an incident in PagerDuty to alert our on-call support team. However, I can't seem to find a way to reference that field in a JQL query to trigger that PagerDuty configuration to create an incident. Has anyone run across a similar problem? Or have you implemented another solution for a need where when only certain Organizations create an issue, it triggers a pagerduty incident?


Answers:
author: Marc - Devoteam
body: Hi [@Fletcher Simer](/t5/user/viewprofilepage/user-id/5558714)

Welcome to the community.

Just a brain wave, not a tested solution.

You can't JQL organization details, however these can be access via API.

You could create an automation to get the organization details and grab the required field, store that value in a CF.

Tis can be searched by JQL and, than you could specify this within your pagerduty configuration.

comments: author: Fletcher Simer
body: Thanks Marc,

I do have a custom field created on the issue for premier success program customers, but I can't figure out how to use the Organization Detail field to set that to true out of the box. Are you saying that within an automation in Jira, I can make an API call to get that organization detail data?


author: Marc - Devoteam
body: Hi [@Fletcher Simer](/t5/user/viewprofilepage/user-id/5558714)

You could try as in automation you hate the action to send a web request.

Check the [customer-service-management](https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-organization/#api-group-organization) API.


Tags: cloud

jira-service-management

jira-service-management-cloud
Move Tickets to a Long Term Project
Asked by Jon Krasnichan:

Forgive me for the terminology. I am looking for a way to declutter a Service Management Project. Typically the workspace is used for ticket processing. We have a 3rd party vendor who works with us. When a ticket comes in and the request needs to transition from a standard work flow 2-3 business day resolution to a long term "project" it tends to linger in the queue.

We have thought up a couple options for keeping the queue manageable and not let these long term "projects." clutter up the queue.

* Create a new status called something like "Project." Assign these tickets to that status. Then create a filter/queue that removes that from the default Queue.
* Create a new JSM Project and move the tickets out of the initial JSM Project into the new "Long Term Project" JSM Project.
* Utilize the concept of a change order.

It is not uncommon for tickets to come in and contain a feature request or in working through resolving the issue it leads to a larger conversation or more in-depth work than what a normal 2-3 business day service window is able to accommodate.  

Thank you for any help, guidance, or advice you are able to provide.


Answers:
author: Walter Buggenhout
body: Hi [@Jon Krasnichan](/t5/user/viewprofilepage/user-id/5227614) and welcome to the Community!

From what you describe, it seems like you have the main elements of the situation well mapped out. It very much looks like you're dealing with a classic change management like challenge.

This does consist of a first step where work comes in as a request (JSM), that is taken in by the service team, categorised as something that needs to be approved (optionally) and then managed as *planned work*.

Flavours of a change management workflow may be variants of something like this:

![Screenshot 2024-09-13 at 08.51.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/347272i965CF1791CE0F5D8/image-size/large?v=v2&px=999 "Screenshot 2024-09-13 at 08.51.25.png")

I think you are doing the right thing in keeping the JSM ticket open (as it came in) and assign it to separate queues, so it remains traceable for both your team as for the customer who raised it initially. It remains your line of communication with the person who raised the request.

However, the planned work is usually managed in a traditional Jira project (not JSM), as it normally needs to end up in the backlog of the team that will be doing the work. To represent the link between the original request and the issue(s) representing the implementation work, the most common way of going about is by creating linked issue(s) to the original change request. While these won't be visible to the customer, they allow tracking the progress of the implementation from the change request.

Add automation rules to sync the status of the linked issue(s) to the original change request when e.g. the implementation starts and completes to reduce the amount of manual updates.

Hope this helps!


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation using branching troubles
Asked by Jared Greig:

I have an automation with the following goal/setup:

1. When we indicate "Yes" on a Billable Field (custom field), for any ticket, a new ticket is created.  
2. The new ticket is linked to the trigger ticket  
3. On the new ticket, fields are copied from the trigger ticket  
4. One of those fields is the second trigger "Client". IF = "Non Client" - assign a particular person (on the new, secondary ticket) and move the workflow.

5. If the trigger is anything OTHER than non-client, then it assigns someone else, and moves to a different stage of the workflow.

My results have been mixed, but typically its creating the ticket fine, linking the issue fine, and then it tends to follow the second branch, not the first, regardless of the parameters I set.  

Said another way: Looking at the automation screenshots I'm only getting one result, it doesn't seem to recognize the secondary triggers and apply the correct path.   

![1.png](/t5/image/serverpage/image-id/347201iE134CC0BF904C8FE/image-size/large?v=v2&px=999 "1.png")![2.png](/t5/image/serverpage/image-id/347203i2B75C0AC2DE534CB/image-size/large?v=v2&px=999 "2.png")![3.png](/t5/image/serverpage/image-id/347200i4BC74EF0F4DDB0CE/image-size/large?v=v2&px=999 "3.png")


Answers:
author: Trudy Claspill
body: Hello [@Jared Greig](/t5/user/viewprofilepage/user-id/4534425)

Branches are not an either/or construct. All branches in a rule will execute.

You can put a condition in the branch to determine if it should continue executing, if the steps in the branch apply only under specific circumstances. You have such a condition in your first branch, but not in your second branch. So your second branch will always execute all its steps. You need to add a condition to it if you want it to execute only under specific conditions.

Additionally be advised that branches execute in parallel, not sequentially. Refer to

<https://confluence.atlassian.com/jirakb/in-the-automation-parallel-execution-of-the-branches-to-main-thread-can-produce-incorrect-unexpected-outcome-1115147731.html>

Because of that parallel execution for branches you might want to instead separate those steps out to another rule trigger by Issue Created, where you add a condition to check if the newly created issue meets conditions that tell you it was created through the first rule. In that second branch you could then use and IF-ELSE construct to say:

If "Client" = "Non-client"  
--- execute some steps

ELSE  
--- execute other steps

<https://support.atlassian.com/cloud-automation/docs/jira-automation-conditions/#If-else-block>

comments: author: Jared Greig
body: Thanks Trudy. I ended up breaking up the automation and it's working cleanly now. I appreciate your input.


Tags: cloud

jira-service-management

jira-service-management-cloud
Accepting Requests without Account Creation
Asked by Andy Osorio:

Hello,

I was wondering if Jira Service Management has an ability to simply accept email requests without the need for full portal/account creation.

I ask as we have a department in our company using email as a ticketing system essentially. It has gotten to the point where the load simply has out grown the hacky way they have been using it.

The issue is that we have many long standing and different clients and walking them through a login/account creation process would be a significant headache.


Answers:
author: Manne Kj?rby - ProProces
body: Hi Andy.

Welcome to the community. :-)

Yeah, that's possible.

You can setup JSM to allow customers to create accounts.

By using this setting the clients will automatically get a user created by sending an request through mail. Then they don't have to setup a user before sending requests.

You find this setting under Products in the admin panel, and then under Jira service management and customer access, and then under Portal access.

Br.


Tags: cloud

customer-accounts

customers

jira-service-management

jira-service-management-cloud

ticketing
what can the customer see from their end of the portal
Asked by Phap Hoang:

is there a way for the customers to see the priority level of their own requests? i know that it shows on each individual request but is it possible to see the priority level when they look at all the requests they have inputted? and can we also show the SLA or like when the expected resolved date is? thank you


Answers:
author: Manoj Gangwar
body: Hi [@Phap Hoang](/t5/user/viewprofilepage/user-id/5590285)

Welcome to the community!

Currently, There are only limited fields you can show on the request view. Here is the list.

![Capturel.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/347147i6645910F020F7B33/image-size/large?v=v2&px=999 "Capturel.PNG")

comments: author: Phap Hoang
body: thank you! where can i access these options?


author: Manoj Gangwar
body: If you have site admin permission then you can access it.

![Capturew.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/347192i0480215F33318B23/image-size/large?v=v2&px=999 "Capturew.PNG")


author: Robert DaSilva - Adaptavist
body: [@Phap Hoang](/t5/user/viewprofilepage/user-id/5590285) This is not natively supported by Jira Service Management. However, there are some add-ons in the Atlassian Marketplace which help surface some of these behind-the-scenes custom fields and options.

One I have used in the past is [https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=overview), but I'm sure there are many more.

From a quick search, here are some others you can take a look at

* [https://marketplace.atlassian.com/apps/1231484/awesome-custom-fields-for-jsm?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1231484/awesome-custom-fields-for-jsm?hosting=cloud&tab=overview)
* [https://marketplace.atlassian.com/apps/1222530/extra-fields-for-jsm-version-assignee-sla-custom-fields?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1222530/extra-fields-for-jsm-version-assignee-sla-custom-fields?hosting=cloud&tab=overview)

Alternatively, you can create Automation Rules, which add the value of specific custom fields when they change as comments on the ticket.

comments: author: Robert DaSilva - Adaptavist
body: Viewing all requests a user has submitted can be found via the person's profile picture in the top right of the screen. Here, there is a "Requests" option which will show any created requests.

![Screenshot 2024-09-12 at 11.58.15?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/347142iDEF45B270FB93B26/image-size/large?v=v2&px=999 "Screenshot 2024-09-12 at 11.58.15?AM.png")


author: Robert DaSilva - Adaptavist
body: Additionally, if the user who submitted the ticket has a regular Jira license, barring any permission-related restrictions, they should be able to view the Jira Service Management ticket from the backend systems.


Tags: cloud

jira-service-management

jira-service-management-cloud
Workflow scheme settings for "Status name to show customer"
Asked by Anthony:

So on the request type settings there is that function to show different workflow status names for the agents and different names for the the customers. But can this somehow be linked to the workflow scheme directly or saved somehow else? So we could reuse the same settings for each project we want?

Thank you.

P.S. Ignore the odd status names.

![Screenshot 2024-09-12 at 13.42.01.png](/t5/image/serverpage/image-id/347056i38A2299E7914A33D/image-size/large?v=v2&px=999 "Screenshot 2024-09-12 at 13.42.01.png")


Answers:
author: Rilwan Ahmed
body: Hi [@Artan Imeri](/t5/user/viewprofilepage/user-id/3694149) ,

Welcome to the community !!

These changes are related to particular request type only. i.e. You cannot reuse the same settings for each project you want and also the change will not be added to request type using same workflow.


author: Marc - Devoteam
body: Hi [@Artan Imeri](/t5/user/viewprofilepage/user-id/3694149)

No this can't be done.

These settings are even per request type, each request type in your project has this option and can be different.

Re-using is not an option, as a request type is based on an issue type and not every request type is required to use the same issue type.


Tags: cloud

jira-service-management

jira-service-management-cloud
When importing data, how to define objects from a separate schema?
Asked by Greg_Cooper:

Hello,

I am importing asset data via CSV into Jira Service Management, and one of the attributes refers to a service defined within a separate schema. How can I correctly define this within the Import Attributes Mapping? What is the correct AQL syntax for this purpose?

To be more precise I have one schema named 'VSDG' with all company asset information, this is what I am importing into. Whereas my companies services are listed in the default 'SERVICES' schema. The SERVICES schema are named as the dependencies on some of these assets and therefore I need to reference these services.

Regards,

Greg Cooper


Answers:
author: Marc - Devoteam
body: Hi [@Greg_Cooper](/t5/user/viewprofilepage/user-id/5587755)

Unfortunately, you can reference objects from different schemas within an import, only in the schema you are importing to.

You can look at this issue; [JSDCLOUD-14124](https://jira.atlassian.com/browse/JSDCLOUD-14124)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Limit option of custom fields based on issue type
Asked by RAMCEL MAGNAYE:

How to Limit option of custom fields based on issue type

for example

**incident issue type**

customfields ex :

option a

option b

**service request issue type**

customfields ex :

option c

option d

**change issue type**

customfields ex :

option a

option b

option c

option d


Answers:
author: Hans Polder
body: [@RAMCEL MAGNAYE](/t5/user/viewprofilepage/user-id/5482981) ,

What you could do, is configure the 'jira.field.resolution.exclude' transition **property** (or ...include) on each of the related workflows, to only show the desired Resolutions. Since each issue type can have a different workflow, I believe this should allow you to reach your goal :)

For more inspiration, also see <https://community.atlassian.com/t5/Jira-questions/Can-I-restrict-the-resolution-choices/qaq-p/803372>

More information:

<https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/>

comments: author: RAMCEL MAGNAYE
body: thank you so much it works


author: John Funk
body: Hi Ramcel,

You should be able to do that by adding Contexts for the Custom field - each one based on Issue Type.

Go to Settings \> Issues \> Custom fields

Search for your custom field and then click the 3 dots menu to the right. Select Contexts and Default value.

Once you get there, click on Add new context link near the top.

Add a name and then select the Issue type and the values for the field.

comments: author: RAMCEL MAGNAYE
body: ![resolution.png](https://community.atlassian.com/t5/image/serverpage/image-id/347052iAA28A005C433496C/image-size/large?v=v2&px=999 "resolution.png")


author: RAMCEL MAGNAYE
body: i mean the resolution field


author: John Funk
body: No, you can't do that with the Resolution field because it is a system field and can't be altered. But you could create a custom field and use that in a transition screen and then have an automation rule that updates the Resolution field when the Custom field is updated.


author: Rilwan Ahmed
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) ,

You can only specify one custom field context for each project.

<https://support.atlassian.com/jira-cloud-administration/docs/add-a-context-to-a-custom-field/>


author: John Funk
body: True


Tags: cloud

jira-service-management

jira-service-management-cloud