youngmon/atlassian-qna huggingface dataset:
Copy comment if "reply to customer"
Asked by Haseeb Khan:

I'm trying to copy a comment to a linked issue, but only if that comment is of the type "Reply to customer" as one project is linked to them and the other is not. In automation, how do I specify the condition of comment type? Bonus points if I can sync all comments of same type between tickets


Answers:
author: Fernando Eug?nio da Silva
body: [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

You can use an advance compare condition and do the following:

![Screenshot_181.png](https://community.atlassian.com/t5/image/serverpage/image-id/328728iEC9C6B194273FA64/image-size/large?v=v2&px=999 "Screenshot_181.png")

Using this, Jira will validate if the comment is public (reply to customer) before follow the other automation steps.

Hope this helps you.

Fernando

comments: author: Haseeb Khan
body: Thanks [@Fernando Eug?nio da Silva](/t5/user/viewprofilepage/user-id/4606715) , this helps. But when I try to add a comment after this, I only see the option to add a comment to the same issue. I am trying to copy the triggering comment to a linked issue as customer reply


author: Fernando Eug?nio da Silva
body: [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

You need to add a branch \> for **related issues** \> Action to Add a comment and use the smartvalues: {{triggerIssue.comment.last.body}}

Have you tried this?


author: Haseeb Khan
body: Awesome! it's working as intended. One other issue. This comment is showing up as from Jira automation. Where can I change that from the person who made this comment. Or would I have to use smart values and add the name into the comment itself?


author: Fernando Eug?nio da Silva
body: [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

The actor of the rule is always the **Automation** user. Is recommended keep this way because he is a System user who has permission around your environment.

I recommend you use this in the comment action:

**{{initiator.displayName}}** \> To mention the user who add the comment.

The user displayed as 'autor' of the comment will be always the automation user, but passing this smartvalue you will add the name of the comment author in your comment content as well.


author: Haseeb Khan
body: Yep. Already implemented. Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I set up auto assign for specific users by name?
Asked by Jeffrey Rowland:

I am looking to assign newly created issues to specific people in the team based on issue type, I have the rest of the rule working but am not sure how to format the "Then" portion to pick out specific people rather than initiator or the basic assignee options.

![Screenshot_7-6-2024_101213_greenlightbio.atlassian.net.jpeg](/t5/image/serverpage/image-id/328625iF1DFE6547C9A9D39/image-size/large?v=v2&px=999 "Screenshot_7-6-2024_101213_greenlightbio.atlassian.net.jpeg")


Answers:
author: Vishal
body: Hi [@Jeffrey Rowland](/t5/user/viewprofilepage/user-id/5515636)

In "Select a user" field if you start typing the user name they should appear \& you can set the user as assignee.

comments: author: Jeffrey Rowland
body: Nothing is coming up as I do that, and if I try to just input just a name the rule does not work


author: Vishal
body: Hi [@Jeffrey Rowland](/t5/user/viewprofilepage/user-id/5515636)

How about rather than using assign issue, use edit issue action item \& then edit assignee field ? Try if this works.

If not you may want to check, how the users appear in your jira \& use same naming convention to find them.

Hope it works.


Tags: cloud

jira-service-management

jira-service-management-cloud
Reporter Domain type of field does not show in view screen.
Asked by Lara Lopez:

Hello,

In Service Management cloud I have created the type of field "Reporter Domain" that shows the domain of the reporter.

I have added this field to all the appropriate screens and still I cannot see it. If I look for it in the issue navigator its there and filled but it does not show in the tickets. I have also checked that it is not hidden.

I have an automation that creates the organization based on this field working properly.

Still not visible in the view screen.

Is this how the field works? It is a bit annoying because when users have not registered I can see the email in the reporter field, but once they have registered I would like to see the domain without checking the user.

Best Regards


Answers:
author: Lara Lopez
body: Its a bug...<https://jira.atlassian.com/browse/JRACLOUD-74348>


author: Stevan Mandi?
body: [@Lara Lopez](/t5/user/viewprofilepage/user-id/3803282) field visibility in Jira Service Management depends on request type settings.

Is your field added to the Issue (Agent) view tab in your request type

comments: author: Lara Lopez
body: Sadly it is a bug, this is not a normal customfield. <https://jira.atlassian.com/browse/JRACLOUD-74348>


Tags: cloud

jira-service-management

jira-service-management-cloud
How to change url in CSM?
Asked by Nikolia Sokhan:

Is it possible to change the url in Customer Service Management?  
E.x. my current url is: https://**tvbet** .atlassian.net/servicedesk/customer/portal/1  
We need : https://**betcore**.atlassian.net/servicedesk/customer/portal/1


Answers:
author: Robert Wen_ReleaseTEAM_
body: Hello [@Nikolia Sokhan](/t5/user/viewprofilepage/user-id/5390423) ! Welcome to the Atlassian Community!

What I see from the URLs you are showing is that your JSM project is on the tvbet.atlassian.net Cloud site. If your company also has the betcore.atlassian.net cloud site you would need to move the JSM project from the tvbet site to the betcore site.


author: Asha Goyal
body: Hello [@Nikolia Sokhan](/t5/user/viewprofilepage/user-id/5390423)

Chaning the Cloud url will be at organization level. Do you want to change the url at Organizational level or just for the single project?

Thanks

comments: author: Nikolia Sokhan
body: Hello, I wanted to change only for CSM project, which is visible to external partners


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I set up Service Outage Notification to Customers like Atalssian does for their Major Outages
Asked by Clint Moollen:

**How do I set up Service Outage Notification to Customers like Atalssian does for their Major Outages?**

We need to set up a mass notification platform that is manually triggered when we have a mojor outage on one of our services.

We want to link our different servces offerings to organizations and associated custimer contact information.

Wthen we select or choose the affected service, we need a predifined templated response to be setup for us to mannualy trigger a message.

In addition, we would like to add a few status updates (one or two) to keep this same population of customer up to date using status changes.

The last stage is when we close the ticket after the issue has been resolved.

Basically similary to the Atlassian outage notification platform.

**How can we go about setting this up on Jira Service Management Premium?**

Some screenshot examples - Atlassian

Thank You


Answers:
author: Pavol Go?al
body: Hello [@Clint Moollen](/t5/user/viewprofilepage/user-id/5080523) ,

check the [Statuspage](https://www.atlassian.com/software/statuspage) product from Atlassian. This might be a good fit for you.

comments: author: Clint Moollen
body: Thanks [@Pavol Go?al](/t5/user/viewprofilepage/user-id/5495632) , will do


author: Clint Moollen
body: [@Pavol Go?al](/t5/user/viewprofilepage/user-id/5495632) I've set up some test data and run a few scenaros. Thanks so much. Woking.


author: Pavol Go?al
body: Perfect :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Adding a team as Service Owners
Asked by Dominik Ka?mierski:

Hello Atlassian Community!  
I encountered a problem while setting up Services in JSM project.

I can create a new Service, name it and set tier but when it comes to choosing Service Owners it says that I don't have permission for this, even though I have all administrative rights. I can create a new team but it doesn't show up in service setting.

Could it be due to limitations of the trial version? Or is the problem caused by something else?  

![image.png](/t5/image/serverpage/image-id/328593iDD374B1F222F11AC/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Cecilia Grip
body: This helped me resolve the described problem:

<https://confluence.atlassian.com/jirakb/unable-to-add-teams-as-service-owners-1416824107.html>


author: Nadhila Savira
body: Hi Dominik,

This is Nadhila from Atlassian.

It seems like you're trying to access our Asset Management feature, which indeed is not available for the Free nor Standard subscription. Please see our pricing page for more details on what is and what is not available for you: <https://www.atlassian.com/software/jira/service-management/pricing>

Our Asset Management feature can be found in more detail here: <https://www.atlassian.com/software/jira/service-management/features/itsm#asset-management>


Tags: cloud

jira-service-management

jira-service-management-cloud

services
Cloud product suspended
Asked by habtamu gu:

My jira service project is now suspended and even I can not see the product list in the system." It respond with "Your Atlassian Cloud products are suspended" {#toc-hId--355334921}
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------


Answers:
author: Valerie Knapp
body: Hi [@habtamu gu](/t5/user/viewprofilepage/user-id/5505461) , welcome to the Atlassian Community and thanks for your question.

Please contact Atlassian directly about this. <https://support.atlassian.com/contact/#/>

Good luck


Tags: cloud

jira-service-management

jira-service-management-cloud
There is any issue for having unique scheme for all projects ?
Asked by Sandeep V:

I have a 50+ service projects, each service has different services, so i created all schemes for each project there is any lagging could araise on this stuff please let me know ?


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

No, no lagging at all. In fact, I would say the fewer schemes you use the better the performance would be.


author: Christian
body: Hello Sandeep

My instance has a similar volume of schemes for notifications, permissions etc... And I've never noticed any performance problems.  

Best,

Christian


Tags: cloud

jira-service-management

jira-service-management-cloud
AUTOMATION: Creating a new issue where the assignee gets a value from a field in the triggerissue
Asked by Dd:

Al,

I'm trying to set up a manual trigger to open a ticket from another ticket.

The **triggerissue** has a field called "**My Engineer** " of type **SELECT SINGLE USER**.

I want that the new issue that will be generated, will be assigned to **My Engineer**.

I failed to get it working in the **MORE OPTIONS** section using smart values nor trying to use the **CHOOSE FIELD TO SET** option and make **assignee** get the value from **My Engineer**

Thanks

Dd


Answers:
author: John Funk
body: Hi [@Dd](/t5/user/viewprofilepage/user-id/5057440)

Maybe try to click on the 3 dots next to the field and select Copy. This will show a popup with Current Issue in it. Click on those words and change Current Issue to Trigger Issue and change the field to the My Engineer field.

comments: author: Dd
body: Thanks works!

Thanks


author: John Funk
body: Great!


author: Duc Thang TRAN
body: Hello [@Dd](/t5/user/viewprofilepage/user-id/5057440)

In absent of error log details, i can suggest you :

Assure the user in your field "My Engineer" has permission to your project for assign ticket.

If yet, can you try with this smart value?

<br />

{{issue.My Engineer.emailAddress}}

![2024-06-07 12_15_00-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/328598iF270F6345A2CD3AE/image-size/large?v=v2&px=999 "2024-06-07 12_15_00-Window.png")

comments: author: Dd
body: Thanks

My issue is using the automation part.

I got no errors - it didn't fail - it just didn't set the assignee field with the My Engineer.

What I'm trying to do is something like:

{  
"fields": {  
"assignee": "{{triggerissue.my engineer}}"  
}  
}


author: Duc Thang TRAN
body: [@Dd](/t5/user/viewprofilepage/user-id/5057440)

I'm not an expert in using the format json, but you can try this code :

{  
"fields": {  
"assignee":{  
"name": "{{triggerissue.my engineer}}"  
}  
}  
}

Other way you can add a smartvalue directly on Assignee field as my screencapture


Tags: cloud

jira-service-management

jira-service-management-cloud
I created an automation rule in Jira Service Management to send email notifications when someone rai
Asked by Rajat Samseriya:

I have created an automation rule in Jira Service Management to send an email notification whenever someone raises an issue. While I am receiving the notification emails, they are showing "Jira Automation" as the sender. I would like to change the sender email address to my custom support email ID. Could you please let me know if there is a way to change the sender email address from "Jira Automation" to my custom email ID?


Answers:
author: John Funk
body: Hi Rajat,

At the bottom of the Send email action, click on More options. You will be able to put in additional information. The email that is sent will show that it came from the Name you have provide although it will have automation@yourdomain.atlassian.net beside the name. If they hit reply, it will come to the email address you provide. That's as close as you will get.

![Screenshot 2024-06-07 163036.png](https://community.atlassian.com/t5/image/serverpage/image-id/328613iA50EEFB1F9BF5264/image-size/large?v=v2&px=999 "Screenshot 2024-06-07 163036.png")


author: Stevan Mandi?
body: [@Rajat Samseriya](/t5/user/viewprofilepage/user-id/5501126) Unfortunately, in Jira Automation emails you can't change FROM: address  

The sender email address will always be automation@yourintance.atlassian.,net  

The only thing you can do is to change your sender's name (FROM NAME) in your email Action.  


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to loop through individual items using lookupObjects
Asked by Ste404:

Hi there,

I will simplify this for the same of the example.

I have two different object types

Supported Monitors

Monitors

<br />

Supported Monitors has the name and a restock level.  
Name: Mon01 Restock Level: 2  
Name: Mon02 Restock Level: 3  

Monitors has all the monitors either deployed or in stock.  

What I want to do is loop through Monitors and pull out all the 'In Stock' items and come up with a count. Then lookup that model in Supported Monitors and if the returned count is less than the restock level, it will be an item that needs a re order.  

Now I can do this for a specific item if I am passing if from an 'Object Updated' trigger, but I want to basically get a view of everything that might need a re-order.  

I just end up with a lump of everything in the lookupObjects array that I can't do much with. I am barking up the wrong tree with this one?


Answers:
author: Mark Higgins
body: Hello,

From 'Global' view on Automation, you can get hold of each object, and then using a variable, update the variable with the attribute value of the object.

*** ** * ** ***

![Screenshot 2024-06-11 141028.png](https://community.atlassian.com/t5/image/serverpage/image-id/329041i1424AA7AABF2E020/image-size/large?v=v2&px=999 "Screenshot 2024-06-11 141028.png")

For some reason, at the Project level for automation, the For AOL doesn't show up??

Hope that helps get you started.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
New "Record a video" button appearing in instance?
Asked by Calvin:

Hi all, I see a new button that allows for "record a video" on JSM, which seems to use loom which Atlassian bought at some point.

It was kind of a surprise to see, does anyone know where it comes from? I have no marketplace apps at all and I don't see anything under Features, so I have no idea how it got there?

Does it just appear for users who also have a loom account?


Answers:
author: kweibelt
body: How do we disable this?

comments: author: Baran Babur
body: You can click the button, click the 3 dots that appear and then click "not interested" and it should go away. This worked for me.


author: Stephen_Lugton
body: [@Calvin](/t5/user/viewprofilepage/user-id/4851947) it's a new addition that was announced at Team 24, see <https://www.atlassian.com/blog/announcements/atlassian-acquires-loom> and Transforming async collaboration with Confluence and Loom in <https://www.atlassian.com/blog/announcements/the-next-era-of-jira>

comments: author: Calvin
body: Thanks mate, good to hear I'm not going crazy that I saw it appearing. Do you know if there is anyway to enable/disable it?


author: Stephen_Lugton
body: Unfortunately I don't know


author: Naomi Davison
body: How do i get it back without going through marketplace for a trial on Loom. Found it really handy to record videos without the added functionality Loom brings


Tags: cloud

jira-service-management

jira-service-management-cloud
Puedo ocultar campos en la pantalla de creaci?n de objeto de Insight?
Asked by luisa Fernanda:

Necesito que cuando un usuario cree un objeto en insight no le aparezca un campo ya que se llena automaticamente. C?mo se puede ocultar?


Answers:
author: Fabian Lim
body: Hola [@luisa Fernanda](/t5/user/viewprofilepage/user-id/5509579)

Bienvenida a la comunidad!

Lamentablement, no se pueden ocultar campos en la creaci?n como en los tickes the Jira. Una opci?n ser?a que pongas en la description del campo que no lo llenen cuando se crea.

Saludos,

Fabian


Tags: cmdb

data-center

insight

jira-service-management

jira-service-management-data-center
Unable to update asset attribute with type select
Asked by Bryan Spangler:

First off, I am completely new to groovy script. I do have some coding experience (in college) So I am not as well versed in this as I'd like to be.  
We working on tracking our laptop assignments through Jira issues. Open a ticket to check it out and close the ticket to check it back in. I have an automation that kicks off a script to "check in" the computer. It updates our assets based on custom fields in an issue. But I have not been able to figure out how to update an asset attribute called Lifecycle, that is a Select type. As far as I've been able to find I should be able to update them by passing in a string ('In Production' below) while the rest of the attributes work (a user reference, and a boolean) the select list does not. The script is below. Any help would be greatly appreciated.  
Thank you  
def coAsset = issue.getCustomFieldValue('Keytemp')  
def asset = Assets.getByKey(coAsset)

asset.update{  
clearAttribute('Checked out to')  
setAttribute('Checked Out', false)  
setAttribute('Lifecycle','Recertification')  
}


Answers:
author: Bryan Spangler
body: I moved the setAttribute for 'Lifecycle' to the beginning of the update and it works now. No idea why this works but I guess I figured it out.

comments: author: Bryan Spangler
body: Am still getting  
Script function failed on Automation for Jira rule: Laptop checkout, file: autocheckout.groovy, error: java.lang.NullPointerException: Cannot invoke "com.riadalabs.jira.plugins.insight.services.model.ObjectTypeAttributeBean.getType()" because "ota" is null  
in the automation log. Anything I can do to get rid of this error?


Tags: assets

attribute

insight

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

scriptrunner

select-list

server
how to add location filter to change calendar
Asked by Kay:

I want to be able to filter the change calendar based on location where the change is occurring( the locations are included within the details of the change tickets)


Answers:
author: Fabian Lim
body: Hi [@Kay](/t5/user/viewprofilepage/user-id/5428035)

Unfortunately, there is no option to add any additional custom fields. There is a feature request where you can vote for this: <https://jira.atlassian.com/browse/JSDCLOUD-10789>

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal com itens personalizados
Asked by Eric Silva:

Gostaria que ap?s o cliente realizar uma solicita??o, aparecesse al?m das informa??es padr?es, que s?o: "Status", "Notifica??o ativadas", "Tipos de Solicita??o" e "Compartilhada com", aparecesse mais um item para o cliente visualizar que seria o campo de "Criticidade", que seria a classifica??o que o time faria em cima daquele chamado. ![imagem_2024-06-06_143424593.png](/t5/image/serverpage/image-id/328484i6B461FEFDFD5E4EE/image-size/large?v=v2&px=999 "imagem_2024-06-06_143424593.png")


Answers:
author: Dan Breyen
body: Hi [@Eric Silva](/t5/user/viewprofilepage/user-id/5515008) welcome to the community. I apologize if something is lost in translation. Are you looking for something like a Priority Matrix? That sounds a lot like the Criticality procedure you are looking for. I did that with Support's help through Automation. The customer fills out Urgency and Impact, and it's translated into a Priority. Here's another community article for that procedure: [Create-a-priority-matrix-using-impact-and-urgency-values](https://community.atlassian.com/t5/Jira-Service-Management/Create-a-priority-matrix-using-impact-and-urgency-values-Next/qaq-p/1329125)

Hope that helps


Tags: jira-service-management
How to supprort Matlab code development?
Asked by Vahid Dokhani:

Is there a way to upload matlab file for joint code development? It seems its not available in the supported languages.


Answers:
author: Vahid Dokhani
body: Yes, I already uploaded a Matlab file as plain text tried editing. But, I wish the Matlab be addded, so it will be easier to track the changes, as currently it carries no file extension.


author: Patrik S
body: Hello [@Vahid Dokhani](/t5/user/viewprofilepage/user-id/5353044) and welcome to the Community!

You can virtually store and track any types of files using git repositories, especially text files.

While I'm not an expert in Matlab, from what I researched, Matlab files are essentially text-based files that contain Matlab commands. Therefore, you should be able to utilize Bitbucket to store these files and work on them collaboratively with your team.

You'll also be able to edit the Matlab files directly in the UI. However, please be aware that as of now, Bitbucket does not offer syntax highlighting specifically for Matlab files in the UI.

Hope that helps! Let me know in case you have any questions.

Thank you, [@Vahid Dokhani](/t5/user/viewprofilepage/user-id/5353044) !

Patrik S


Tags: bitbucket-cloud

cloud
Is it possible to register a Bitbucket Webhook to a specific IP?
Asked by leegyu86:

```
Hi, I wanted to process Bitbucket's Event on my Host PC.When registering a webhook, each field was entered as follows.Name: TEST_WEBHOOKURL: http://10.208.199.92:30000/webhookSecret: blankAfterwards, when I clicked Test connection, I was able to receive a webhook event.However, even though 200 was returned for the event, it was displayed as ERROR in Bitbucket.The details were as follows.The request to the specified URL failed. For more details, please ask the Administrator to check the server logs.Is there a way to specify a webhook with a specific IP?Please help me.
```


Answers:
author: leegyu86
body: It seems that only domain addresses are allowed as webhook URLs.

Specific IP is not allowed.


Tags: bitbucket-server

server