youngmon/atlassian-qna huggingface dataset:
Smart Values for CSAT
Asked by Larry Katz:

I'm trying to access the satisfaction settings on a service desk in automation via smart values when the satisfaction values change (are updated / added by a user)  

Tried:  
Satisfaction value rating:  
{{issue.customfield_10226.rating}} \<- the customfield for Satisfaction  

Satisfaction Comment:  
{{issue.customfield_10226.service-request-feedback-comment}}  

I get blank values for both, am I doing something wrong?  


Answers:
author: Bill Sheboy
body: Hi [@Larry Katz](/t5/user/viewprofilepage/user-id/3460959)

When I need to find the available smart values for an issue, I use this how-to article: <https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>

Essentially you find an example issue which has your data, call the REST API with a browser, and then search for your field name. Do this will help you find the correct name, spacing, and capitalization for the available smart values.

Update: I found this suggestion in the Code Barrel backlog, and it shows some of the smart values you asked about: <https://codebarrel.atlassian.net/browse/AUT-1239>

Kind regards,  
Bill


Tags: cloud
What is a query to pull Epics a team has been working on from July 2021 to present in Jira?
Asked by Ernest Nji:

I am looking to pull all the epics my team has been working on since July 2021 till date. This includes all statuses for the epics not just done epics.


Answers:
author: Bill Sheboy
body: Hi [@Ernest Nji](/t5/user/viewprofilepage/user-id/4907740)

How do you know your team has been working on the epic?

For example, if the team is only using one Jira project and they update the epics as they work on them, you could us a JQL statement like this, substituting in your own project's name:

project = *myProjectName* AND issueType = Epic AND updated \>= "2021-07-01"

Kind regards,  
Bill

comments: author: Ernest Nji
body: This is helpful. Thanks [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)
Rules with specific date and day of the week
Asked by Alexandra O:

Hello Atlassian team!

I hope you are well,

I am taking my first steps in Jira automations and I had the following query:

Can I define actions to be executed at a specific time of a day of the week?

I have created the following rule, which I would like for example to be executed on Saturdays. Is it possible to define range of hours and dates?

Thank you very much!  

JQL: updated \>= startOfDay(8h) AND updated \<= startOfDay(11h)  

![Screenshot_19.png](https://community.atlassian.com/t5/image/serverpage/image-id/216840iA3941DDF9BFBC4BF/image-size/large?v=v2&px=999 "Screenshot_19.png")  

<br />


Answers:
author: Darryl Lee
body: Hi [@Alexandra O](/t5/user/viewprofilepage/user-id/5003814) - yes, you can set rules to run at a certain time/day of the week by using a **Scheduled Trigger**:

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

I was going to give you a Cron expression, but when I went to confirm it, I see there's a new interface that doesn't require you to learn the syntax, which is... great!

![Screen Shot 2022-09-20 at 12.26.02 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/216911iB9B439113A64AAD3/image-size/large?v=v2&px=999 "Screen Shot 2022-09-20 at 12.26.02 PM.png")
Can "you don't have permission to this portal" be customize?
Asked by yoga.pramono:

Hi Team,

Want to ask regarding when we don't have access to that portal, it will show   
No Access, You don't have permission to this portal.

Can the announcement be customized?

![Screen Shot 2022-09-16 at 20.40.32.png](https://community.atlassian.com/t5/image/serverpage/image-id/216395i5485F1E945F990BB/image-dimensions/229x190?v=v2 "Screen Shot 2022-09-16 at 20.40.32.png")

Kinda Need your help

Thanks


Answers:
author: Mikael Sandberg
body: The short answer is no, you cannot customize that message.


author: Alex Koxaras _Relational_
body: Nope. You could try using an app from the marketplace, but I have no idea if they provide the possibility to change that.. I doubt it, but trying it will not harm you :)

[https://marketplace.atlassian.com/apps/1218481/refined-for-jira-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1218481/refined-for-jira-cloud?hosting=cloud&tab=overview) (it might... it could...)

[https://marketplace.atlassian.com/apps/1216090/stagil-navigation-for-jira-menus-themes?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1216090/stagil-navigation-for-jira-menus-themes?hosting=cloud&tab=overview) (tough...)

[https://marketplace.atlassian.com/apps/1221510/themecreator-build-your-theme?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1221510/themecreator-build-your-theme?hosting=cloud&tab=overview) (tough...)


Tags: jira-cloud
Is it possible to apply a rule when form is first open (before creating issue)
Asked by Magda Biskup:

I'd like to add a template to the description field, and I would like it to load when the form is opened, not only after issue is saved (created). Is that possible?


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@Magda Biskup](/t5/user/viewprofilepage/user-id/5027282),

As Mark described, it's not possible to achieve it using native Jira functionalities.

This is why our team created a **free** app called **[Issue Templates Agent for Jira](https://bit.ly/issue_templates_agent)** . It allows Jira admin to create templates for every issue type in Jira. The user has to fill the *Summary* field with the phrase "template" or use the keyword define in the configuration to apply the template associated with the project and issue type on the current *Create issue* screen. If it's the one template available for this pair (project + issue type), it's immediately applied on the screen. If there is more than one template, a new dialog opens when the user can select the best template for him.

If you need help with configuration or in case of any questions, you can always book a demo session with our team: [calendly.com/appsvio](http://calendly.com/appsvio)

Best regards,

Kate

Chief Product Officer \& Co-founder @[Appsvio](https://www.appsvio.com/?utm_source=community&utm_medium=comment&utm_campaign=appsvio_lp) \| Atlassian Community Leader


author: Mark Segall
body: Hi [@Magda Biskup](/t5/user/viewprofilepage/user-id/5027282) - Unfortunately, no this is not possible. If you're not reporting/processing the description field, you could simply use a series of unlinked paragraph fields in conditional sections. Each field would be set up with a different default value to create that template feel. Again, this only works if you don't need to process/report against the data.
How can I trigger an automation to re open after email reply?
Asked by Robert W:

**Howto: Reopen an issue after an email reply from customer.?**

Our Helpdesk need their tickets to re open if the customer replies.

I have set trigger on comment and that works great for comments from the service desk portal or from Jira but it is not triggered by an email created comment.

There must be a best practice solution for this???

Many thanks Rob


Answers:
author: Dan Tombs
body: Hi [@Robert W](/t5/user/viewprofilepage/user-id/4748117)

Email replies go in as comments on the ticket, the same as they would have through the portal. To start off your rule, choose the comment on issue trigger.

Then use some user condition

* Initiator is a customer

You can add more in if you wish it to be even more specific.

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/214938iAE0D7B64F6067D20/image-size/large?v=v2&px=999 "Capture.PNG")

Then the action would be to transition back to your support state.

Hope this information helps :)

Dan

comments: author: Robert W
body: Thanks Dan


Tags: email
Automation Rule - Transition to Status When Customer Reply Received
Asked by Kris Mackey:

Jira Service Desk: We are looking for an Automation Rule that will change the status of an issue when the Reporter submits a comment via email.

For example: If on a WAITING ON CUSTOMER status and the Reporter submits a comment via email the ticket would automatically transition to an Implementing status.

Currently, we are only able to set transition to automate based on any comment added to the main issue as a message. This includes responses from our techs which is not our desired outcome for this rule.


Answers:
author: Dan Tombs
body: Hi [@Kris Mackey](/t5/user/viewprofilepage/user-id/4788872)

You'll need to use a user condition in the clause to specify who the target audience is. Try something like below.

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/214939iED61C50A8346B252/image-size/large?v=v2&px=999 "Capture.PNG")

Thanks,

Dan
How to get the current user who triggered the transition
Asked by Villarasan:

Hi, we are having a rule to create a new issue when a webhook triggered in an event, the initiator is returning as blank, how do we get the current user name?![webhook rule.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/214866iB04046261AB06CB9/image-size/large?v=v2&px=999 "webhook rule.JPG")


Answers:
author: Curt Holley
body: Hi [@Villarasan](/t5/user/viewprofilepage/user-id/3010045)   
The {{initiator.displayname}} smart value is looking for the user in Jira. So if the initiator is a webhook, that smart value will not work as the initiator isn't a Jira user in this scenario.  
Is the {{issue.summary}} working? if so, then perhaps {{reporter.Displayname}} might work??

comments: author: Villarasan
body: thanks Curt, {{issue.summary}} works fine. reporter doesn't work for us, because we are setting the initiator as reporter in additional field update section. Also this issue is created by rule, so reporter doesn't have the current user.


author: Carlos Faddul
body: [@Villarasan](/t5/user/viewprofilepage/user-id/3010045) the Incoming webhook is sending the Atlassian Account Id of the initiator ?

comments: author: Villarasan
body: We have created a webhook like below and triggering this webhook in a post function. we are passing the issue key alone, how should i pass the account id and get that in the rule.

[https://,jira url\>/rest/cb-automation/latest/hooks/e9c2cef9d422290414c6303aeb26c196db849711?issue=${issue.key}](https://jira-dev.cox.com/rest/cb-automation/latest/hooks/e9c2cef9d422290414c6303aeb26c196db849711?issue=${issue.key})

![tempsnip.png](https://community.atlassian.com/t5/image/serverpage/image-id/214867iCAA2E89A32076B7F/image-size/large?v=v2&px=999 "tempsnip.png")


author: Carlos Faddul
body: [@Villarasan](/t5/user/viewprofilepage/user-id/3010045)

But in the Incoming Webresquest, you have some options, like show bellow

![Captura de tela 2022-09-07 213735.png](https://community.atlassian.com/t5/image/serverpage/image-id/214868i2A883E9CCA9DEBD7/image-size/large?v=v2&px=999 "Captura de tela 2022-09-07 213735.png")

I believe that you use the first case "Issues provided in the webhoook HTTP Post body" to get the data correctly ?

In some automation that you use to trigger this automation, maybe you are using "Send Web Request", then in this automation you need only to set "Issue data (Automation format)

![Captura de tela 2022-09-07 214656.png](https://community.atlassian.com/t5/image/serverpage/image-id/214870i4877857D5D45D47B/image-size/large?v=v2&px=999 "Captura de tela 2022-09-07 214656.png")

This maybe help you, but I don't know if I managed to give you a direction to look for the information you need, but if you can share more both the Incoming and the Send web request, it would help to try to find the desired smart value.

If this post was helpful, mark it as "**Accept Answer**" , so you can help others who may have the same difficulties.

If your question has not been resolved, please post again with more details.
We want to copy a Description field value from template issue to the current issue or trigger issue
Asked by Villarasan:

We are trying to create a automation rule to copy the field value from the template issue to the current /trigger issue, please suggest us some ideas to implement this. We did used the JQL to locate the template issue key and added a edit issue action, but stuck in writing a JSON code to copy the description field value from template issue to the trigger issue.


Answers:
author: Curt Holley
body: [@Villarasan](/t5/user/viewprofilepage/user-id/3010045)   

No need to use JSON at all in this case. Just choose the Description field from the "Choose fields to set" picklist, then click the options (the 3 dots) for it and select Copy from trigger issue.  

![2022-09-08 11_46_07-Automation -.png](https://community.atlassian.com/t5/image/serverpage/image-id/214864i80AF98FA1E1CE02D/image-size/large?v=v2&px=999 "2022-09-08 11_46_07-Automation -.png")

comments: author: Villarasan
body: Hi Curt, I want the description value from the current issue (JT-388) should be updated to Trigger Issue, so exactly opposite to your solution. please help me in getting that reverse update.


author: Stefan Salzl
body: Hi [@Villarasan](/t5/user/viewprofilepage/user-id/3010045) ,

could you please share a screenshot of your rule or how far you got so far?

Furthermore: you could also choose the description field from the dropdown in your edit issue action and use a smart value to copy the description of your template issue.

Best  
Stefan

comments: author: Villarasan
body: Thanks for your response Stefan. I just did that, but I am not sure how to get the description value of template issue (JT-388). attaching the screenshot of the rule.

![desc template copy.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/214859i97DD44D49A834B18/image-size/large?v=v2&px=999 "desc template copy.JPG")


author: Stefan Salzl
body: Hi [@Villarasan](/t5/user/viewprofilepage/user-id/3010045)

The JQL branch moves issue scope to the issue(s) that are the result of your jql. Hence: everything within the branch will be processed on these issues.

It looks like you are running on Server/DC. Unfortunately the lookupIssue action is not available there (as far as I know). In cloud I would use this action to store your template issue in a smart value and invoke in the edit issue action.

What comes to my mind would be an API call (via send webrequest action) that selects the required template issue and using it?s result within the edit issue action.

See the documentation in the link below:  
<https://developer.atlassian.com/server/jira/platform/jira-rest-api-example-query-issues-6291606/>

Best  
Stefan


author: Villarasan
body: Yes Stefan, we are using Jira Data Center version. Let me try the Web request action. If you have any examples it will be great!
To use Jira user profile data in the report
Asked by Alex Shirokov:

Hello,

I need to use Jira user profile data in reports. Can I do it? If yes, how to utilize it, please?

I attached a screenshot with all the required fields.

If it is not possible do you know any addons that allow me to extract the data?

Thank you!

![Screenshot_1.png](https://community.atlassian.com/t5/image/serverpage/image-id/214552i96D855C2649DAB81/image-dimensions/239x301?v=v2 "Screenshot_1.png")


Answers:
author: Eugenio Onofre
body: Hello [@Alex Shirokov](/t5/user/viewprofilepage/user-id/4723323)

Where would you like to use this information?  
External tool or Reports in Jira?

**If external,** you can use the [User Management APIs](https://developer.atlassian.com/cloud/admin/user-management/rest/api-group-users/#api-users-account-id-manage-get)

**If Jira**, I don't think it is possible to use this information.

Another alternative for **Enterprise** subscriptions would be to use [Analytics](https://www.atlassian.com/platform/analytics)

Regards,  
Eugenio


Tags: profile

report
create X clones from task
Asked by JensH:

Hi  
I have an Order and a Shipping project. When orders are complete a shipping task is create via an automation. Works great, shown below.   
I have now learned that at some point during the order process it is known that it may consist of multiple shipments. Each shipment should be its own shipping task.   

I have created a "number of shipments" custom field on my order task. In my "create shipment from order" automation i would like to create that number of clones of the order tasks as shipping tasks. Somewhere in my automation i need a loop if sorts, but i can only seem to get automations to loop over lists of things and not at 1..x simple for loop.  

Is this only something that i can do with external scripts or rest api's or is there some smartvalue trick that can used here?

My current solution is a manual automation trigger for creating more shipments, but it is not as neat as i could wish for.

Thanks in advance for any help.  

My current automations, create shipping from order and create next shipping:

![Screenshot 2022-09-06 at 17.06.54.png](https://community.atlassian.com/t5/image/serverpage/image-id/214511i032F1D9A008049D8/image-size/large?v=v2&px=999 "Screenshot 2022-09-06 at 17.06.54.png")  

![Screenshot 2022-09-06 at 17.07.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/214510i2E5F4D54C298A045/image-size/large?v=v2&px=999 "Screenshot 2022-09-06 at 17.07.14.png")


Answers:
author: Jack Brickey
body: Hi [@JensH](/t5/user/viewprofilepage/user-id/570537) ,

Unfortunately there is not looping feature in automation. There is this request that has been open for the suggestion <https://codebarrel.atlassian.net/browse/AUT-1312>

What you can do is to simply use the If/else condition to create the number of clones that you want. For example,

If custom field equals one then create one clone

If custom field equals two then create two clones

etc

Does this make sense?

comments: author: JensH
body: Thanks [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) !  

It makes perfect sense for just doing the unrolled for-loop with if-statements. Thanks for reminding me of things that i once learned but forgotten :)  

Best  
Jens  


Tags: clone
I would like to automatically move a task and sub-tasks to a new status based on a time period,
Asked by Tom Howarth:

part of our workflow for completed tasks is that they currently sit in a status of Done for 7 days, during this time a task can be returned to In Progress for remediation. after 7 days the task is moved into a status call closed. I would like the automate the move from done to closed.


Answers:
author: Jack Brickey
body: Hi Tom, welcome to the Community.

There are two options I would suggest.

1. if you can assume that the last update was transitioning to Done then you can use the JQL **Status = Done and updatedDate \>= -7d** as a condition
2. if #1 isn't reliable and you must know when an issue transitions to Done then you need to consider creating a custom date field and use either a post function or automation to set the date field when it transitions to Done.

Personally I prefer #1 as it is cleaner. As you begin to create your automation if you get stuck let me know.

comments: author: Tom Howarth
body: Thank you for your response Jack, do you have a link for a starter/howto for JQL please?


author: Jack Brickey
body: Here is a link to the documentation- [what-is-advanced-searching-in-jira-cloud](https://support.atlassian.com/jira-software-cloud/docs/what-is-advanced-searching-in-jira-cloud/) . There are several articles you can use to learn JQL. I am happy to assist as well. If you run into issues just let me know your goal in words and I will try to turn it into a JQL for you.

cheers!


author: Tom Howarth
body: my high level goal on this is that once a task had been in status "done" for 7 days it will automatically move to status "closed"

The cherry on the top would be if this can be focused only on tasks and not subtasks.

I have a rule that once all sub-tasks are in status "done", the parent task will move to status "done." I am just unsure what will happen to that rule if the sub-tasks are moved into a "closed" status before all the tasks are in done status.


author: Jack Brickey
body: Question- as stated in my earlier post, can we assume that once a task is moved to the Done status no other updates will occur to it until it is moved into the Closed status? For example, could someone update a field or make a comment on the issue while in the done status? TBH, this is rarely a valid assumption for most scenarios. This is why my second option is likely the right approach. That is, create a custom field to record the date at which the issue moves into the done status.


author: Tom Howarth
body: For 99% of tasks that assumption is correct yes, The 7 day cool down period is to cover for potential remediation work where a task/sub-task could be returned to "In-Progress" status
Adding Multiple Account IDs To the Request Participants Field
Asked by Jun Koo:

I'm currently following this <https://community.atlassian.com/t5/Automation-questions/So-close-Add-multiple-accountID-Strings-to-User-Picker-Multi/qaq-p/1857730> to add multiple [@mention](/t5/user/viewprofilepage/user-id/732788) users into the Request Participants field. The only trouble is that I can't seem to get this smart value into a JSON array or a comma separated list like the person in the guide did. Here's what my inputs and outputs looks like:

**Input:**@UserA@UserB

**Condition:**If: Compare two values - {{issue.comments.last.body}} contains \\\[\~accountid:.+\\\]

**Then Create:**{{issue.comments.last.body.match("(\\\[\~accountid:.+\\\])").remove("\[\~accountid:").remove("\]")

**Output:** 62a74956f8cf79079d6f3f5 61e707b338911c0768543139

**Desired**: \[62a74956f8cf79079d6f3f5, 61e707b338911c0768543139\]

Did Atlassian change the way the match function work since the guide was posted?


Answers:
author: Bill Sheboy
body: Hi [@Jun Koo](/t5/user/viewprofilepage/user-id/5021818) -- Welcome to the Atlassian Community!

I believe the part you are missing is to split the result on spaces, and then add the commas. You could also use the asJsonObject() function, as described in the post you linked to.

Kind regards,  
Bill


Tags: json

regex