youngmon/atlassian-qna huggingface dataset:
How can I promote environments from multiple projects at the same time?
Asked by Jeremy Stafford:

So I'm trying to figure out how to use Bamboo for CICD in a microservice environment. In our case, we have changes that go out as they pass each stage. One by one they just make their way into production. In other scenarios things have to go out in groups. For example, a scheduled release (because we need to train people before a launch date) or a fix that requires updates to multiple components that must be released together.

Right now, the system in place with Bamboo allows us to manually promote a build from one environment to another, no problem, but ideally what I want to be able to do is cut a release from Jira and then have bamboo pick up that trigger and search for all builds in deployment projects that are currently in an environment named 'staging' which also have the same release associated with them (through linked issues) and then automatically promote them to production. Of course, I'd need the ability to do roll them all back the same way. This is important because with large scheduled releases, it is possible that we'd be dealing with dozens of components and managing them all individually is going to be a real pain.

At first glance, it doesn't appear that Bamboo can support this and that it might be large enough to be out of scope of Bamboo in its current state. I'm looking for input or suggestions on how to manage this.


Answers:
author: Danyal Iqbal
body: Bamboo cannot do all that by default. I would read up on the REST API and plugin development and hope that a combination of both can get me there. (Programming experience required)


Tags: rest-api
CSAT Privacy
Asked by DaQuawna Dunnican:

Hello,

Is there a way to ensure CSAT is not visible by all users? We want to protect agent performance indicators from general view.


Answers:
author: Melo
body: Hi [@DaQuawna Dunnican](/t5/user/viewprofilepage/user-id/5463401). Welcome to the community!

As far as I can remember, only admins, agents, and the customer providing the feedback would have access to it.

Here is more information about the out-of-the-box CSAT: <https://confluence.atlassian.com/servicemanagementserver/collecting-customer-satisfaction-csat-feedback-939926566.html>

I hope it helps.

Cheers,

Melo


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer Portal Search Bar and Results
Asked by Romy Meyers:

I apologize as I know there are several articles out there related to the portal search bar. Apparently the search bar cannot be removed on the cloud version but I am hoping there is an app or resolution to limiting what results are returned. Specifically - limit the results to just the knowledge articles within the project the customer is logged in to on the portal. Or maybe a permission setting that I am just missing? We only have the JSM standard plan and currently do not pay for Confluence. Any assistance would be greatly appreciated.

I do see a jira issue for removing the search bar here with no movement: <https://jira.atlassian.com/browse/JSDCLOUD-2488>

Thanks - Romy


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@Romy Meyers](/t5/user/viewprofilepage/user-id/3620461) ,

as you said currently there is no way to hide search bar on customer portal. KB articles displayed using the bar depend from the artciles visibility itself. Please review your space access permission or restrict pages on view in order to limit their visibility.

Hope this helps,

Fabio

comments: author: Romy Meyers
body: Thanks Fabio. It looks like I am unable via JSM project knowledge base settings to restrict access to articles (space) to just service desk users. It only provides 'all logged in users' which includes logged in portal customers as well - ugh! I guess I am stuck unless I pay $300/month more for confluence! Thanks for your assistance!


author: Jazz
body: You can restrict search results in your project settings \> Knowledgebase area  

![kb settings.png](https://community.atlassian.com/t5/image/serverpage/image-id/344380i7CCA6234A8EAC29B/image-size/large?v=v2&px=999 "kb settings.png")

Click the blank space and start typing. One thing we do is label things 'external' if they're fit for client consumption.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to update a ticket date
Asked by Jennifer Fischer:

Hey Team, if I set a Ticket "on hold", where can I choose the date?

Thank?s!


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Jennifer Fischer](/t5/user/viewprofilepage/user-id/5463394) and welcome to the Community!

It depends on what you want to achieve?

The standard field is "Due date", which might not be visible in your current configuration? It needs to be on the Screen and if you're in JSM also configured in the Request type's Issue view.

There is no "Reminder" function built in though. You would need to build Queues or Filter accordingly to find issues that are due.

comments: author: Jennifer Fischer
body: It is a Termination , but with time periode. I want to set this ticket on hold, for now, and want to choose the date after this time for further action.


author: Fabio Racobaldo _Herzum_
body: Hi [@Jennifer Fischer](/t5/user/viewprofilepage/user-id/5463394) and welcome,

you could create a datetime custom field and automatically populate it in the transition that move your tickets in on hold status.

Hope this helps,

Fabio


Tags: cloud

jira-service-management

jira-service-management-cloud
Can no longer create support tickets
Asked by Kegan Mercadante:

On my service project page, when I click on the create issue a field page pops up. I fill out the form and hit create at the bottom, nothing happens. This started yesterday March 26, 2024. Before that time, it would create a ticket, now, nothing. ![Atlassian1.jpg](/t5/image/serverpage/image-id/314834iCB9FF9DDC6E41E82/image-size/large?v=v2&px=999 "Atlassian1.jpg")![Atlassian2.jpg](/t5/image/serverpage/image-id/314833iA75267E2848CA05C/image-size/large?v=v2&px=999 "Atlassian2.jpg")


Answers:
author: YY Brother
body: Hi [@Kegan Mercadante](/t5/user/viewprofilepage/user-id/5463348)

Welcome to our Community.

I suggest you try:

a?create a ticket from the portal to test if creating issue with your account is fine or not;

b?go to issue search to search the ticket you just created. If nothing, then really nothing.

Usually, after creating issue from top menu button, there's a message poping out at the left-buttom of the screen to remind us of creating it successfully.

Thanks,

YY?

comments: author: Kegan Mercadante
body: Thank you for your response. When I click on the create button from the "Create Issue", nothing happens. It used to close the page and a message would pop up. Now, it doesn't close, it just does nothing.


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA Evaluation
Asked by Muhammad Ali Khan:

In JIRA if a ticket is assigned to me and I breached the SLA and after that I assigned that ticket to someone else for resolution and that person resolved the ticket within the SLA.

How the SLA is represented in the reports and Dashboard whose SLA is met and whose breached?


Answers:
author: Patrick Tripodi
body: Hi Muhammad,

It depends.   

In JQL, you can use everBreached() or breached() ("Time to resolution" = everBreached() as a usage example)  

If you use everBreached(), it will return all issues that were breached every, so in your example it will return that issue.  

breached() will look for the last cycle, so in your example, this wasn't breached and won't return.   

For reports, you can create series with the JQL function mentioned above when issues are resolved for example.  

Hope that helps explain it a bit.


Tags: cloud

jira-service-management

jira-service-management-cloud
Required Resolved by Name in Tickets and Reports
Asked by Muhammad Ali Khan:

In JIRA reports and tickets, the name of previous assignee is appearing as resolver If a new agent/support staff resolves a ticket without assigning it to himself.  

I want to know if there is any additional field which we can configure to show "Resolved By" name alongwith "Assignee" name in our tickets, reports and Dashboards


Answers:
author: YY Brother
body: Hi [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324)

Welcome to our Community.

As far as I know, Jira native functions don't store the "Resolved By" user field. However, you let me think out a solution:

<br />

1.Create a custom field of Single User type (e.g. named "Resolved By")

2.Create a Jira automation rule:

when the issue is resloved, then edit that custom field and store the transition operator or actor to this field.

Hope it helps.

Thanks \& Regards,

YY?

comments: author: YY Brother
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/314856i8E154E14711BDB1C/image-size/large?v=v2&px=999 "image.png")

{{initiator}} {#toc-hId--381101226}
-----------------------------------

You need to add the new custom field to the edit issue screen.


author: Muhammad Ali Khan
body: Thank you for your response. I have created a custom field for resolved by. Please explain in detail how to implement automation rule.


Tags: cloud

jira-service-management

jira-service-management-cloud
Option to not mail when waiting for customer
Asked by Erik Boneschansker:

Hi there,

When make the transition to "waiting for customer" we will ask for a user to test something in our company. Sometimes they will just reply back with OK :)

Then the ticket goes back to the status "in progress".

But when I put it back to "waiting for customer" It will again sent out the email that the status has been changed.   

This is quit disturbing for the users to get all these mails.  

Is there an option to choose if you want to mail or not to mail when changing the status?


Answers:
author: Dan Breyen
body: Hi [@Erik Boneschansker](/t5/user/viewprofilepage/user-id/3796744) I'm pretty confident this functionality doesn't exist today. Itook a quick look at Atlassian's Jira site and found [JSDCLOUD-11805](https://jira.atlassian.com/browse/JSDCLOUD-11805)

If that would help you , I would suggest voting for and watching it for updates.

You may want to check your existing Automations, as having the system change the status from 'Waiting for customer' to 'In progress' when a customer replies is not part of the standard implementation, but an Automation from the library. You may want to reconsider the use of this automation or tweak it a bit so it could possibly handle this situation differently. I stopped using that automation for that exact reason.

Hope that helps.


Tags: cloud

email

jira-service-management

jira-service-management-cloud

status-change

waiting-for-customer
Do not reopen the request if it contains the word
Asked by Andrey Ivanov:

Hello everyone, I have automation configured for a ticket; if the ticket author writes a comment, when the request is closed, it opens again. I want to make it so that if an application is closed, and the author leaves a "Thank you" comment, then it will not be reopened


Answers:
author: Jack Brickey
body: Can you share a screenshot of your automation? This will help us give you a precise solution.

comments: author: Andrey Ivanov
body: Hello ![Screenshot 2024-03-27 160312.png](https://community.atlassian.com/t5/image/serverpage/image-id/314810iC1950D004380BF92/image-size/large?v=v2&px=999 "Screenshot 2024-03-27 160312.png")


author: Jack Brickey
body: Lol...well I got what I asked for so thank you but my Russian is nonexistent. Still let me try to navigate your automation rule. It seems that you are triggering on a comment and then expecting to see that it is a public comment. I am unsure if you have a condition that verifies that the individual making the comment is a customer, but if not, I think you might want to add that. The reason for this is that it is possible an agent could make a comment on a closed issue. I know it's unlikely but you might want to cover it. Now as to your primary inquiry what we want to do is add a condition just before the action to reopen that inspects the last comment for the words "thank you". I think this can be achieved via the Advanced compare condition with the following Smartvalue - **{{issue.comments.last.body}}.** You will choose does not contain.

Let me know if that works.


author: Andrey Ivanov
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) Thanks you so much!


author: Jack Brickey
body: you bet. if it works out consider accepting the answer, otherwise let me know where you are stuck.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can you restrict a specific request type a specific customer in JSM ?
Asked by Mina Soultan:

We want to restrict a specific request type to be available for only one customer on the customer portal  

Can this be achievable without any additional plugins?


Answers:
author: Rik de Valk
body: Hi,

The easiest way is to create a separate JSM project for this customer. And only add this customer to the project.

Have a nice day! Rik


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM: "Approvers" System Field does not show users for certain Service Desk Agents
Asked by Jan Westphal:

Hello,  

we are currently facing an issue where newly added agents can't see user options in the "Approvers" system field.  

The new agents have the same permissions based on the same project role as other agents which are able to see the users when using the field. Basically the new agents are identical to the old ones but behave differently.  

Can the problem be related to the identity provider (Azure AD) we are using?  

Best regards,  
Jan Westphal


Answers:
author: Kai Becker
body: Hi [@Jan Westphal](/t5/user/viewprofilepage/user-id/5350246)

do the new agents have the same groups?   
Could you check if the new agent has the global permission to browse users?

You could also check this permission with the permission helper: <https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/>

comments: author: Jan Westphal
body: Hello [@Kai Becker](/t5/user/viewprofilepage/user-id/1178079)  

you were spot on. The global permission to browse users was missing.  

Thank you very much!


author: Kai Becker
body: Glad I could help :)


Tags: cloud

jira-service-management

jira-service-management-cloud
We want assignee should receive the warning for the respective ticket that SLA is reached at 50%, 75
Asked by Kishor Mudhili:

We want assignee should receive the warning for the respective ticket that SLA is reached at 50%, 75%, 90%. We can plan these 3 warnings in JIRA clould.

could you please help me how we can able to do it, if anyone having automtaion sample rules please share with me.


Answers:
author: Jack Brickey
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) , there isn't a means of determining percentage, at least not dynamically in run-time. You can create Automation rule(s) to send reminders based on '++days++ until breach'. So if you want percentage then you need to calculate that ahead of time and factor into your rule. Obviously this is static and would need to be updated if the SLA goals change, but in most scenarios that should be infrequent if not rare.

if this approach would be acceptable and you need assistance with the rules let me know.

comments: author: Kishor Mudhili
body: [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) thanks you so much for your response, I'm new to JSM. I'm not sure how to configure Automation Rules, can you please provide sample code. it would be helpfull for me. like before 6hrs , 4hrs SLA's breache etc..


author: Jack Brickey
body: No problem I'm glad to help. There are actually templates available for many automation scenarios and your use case is one of those. Follow the below steps to find the template.

1. Click on project settings and select automation in the left sidebar
2. click on templates in the automation menu
3. search for "breach" and you should find an example you can work with.


author: Jack Brickey
body: [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) , did you find the appropriate automation rule template? Do you need further assistance on this?


author: Vitaly_Berezovsky_SaaSJet
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742)

You can try to use our addon [SLA Time and Report](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_We-want-assignee-should-receive-the-warning-for-the-respective_20240419) for this.

You need to create a few goals and set different times. For example, if you need to notify the responsible employee after 75% of the time spent, create two goals, 8 and 6 hours, and set a type of notification (Slack or comment in Jira task).

I hope that I help you!

The application has a [30-day trial period](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_We-want-assignee-should-receive-the-warning-for-the-respective_20240419) and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA setting
Asked by Irina Harutiunian:

I need to do the following:  
When the incident opens again after completion (Reopen status), I need the SLA to continue counting from where it left off, and not count again.

I was offered to do the following:

Normally this is achieved by having the following actions:

* - Start: On creation
* - Pause: Resolution Set
* - Stop: Status = Closed (and other final statusses)

This does imply that Closed = Closed so it can not be re-opened from Closed.

Only when you have it Resolved, then you give the customer some time to respond and re-open the issue. Since the SLA was only Paused, it will continue to count once re-opened.  

BUT I have the following problem now:  
I have two statuses that are final - Won't do(User issue) and Won't do(Else), but the incident can be reopened from these statuses. I paused SLA in these statuses, but the calculation will not end because they have already final statuses and I do not use my final status "Closed" for this cases. That's mean that SLA will be in pause all the time.  

Can you offer a solution in this case?


Answers:
author: Tansu Akdeniz
body: Hi [@Irina Harutiunian](/t5/user/viewprofilepage/user-id/5411297)

Why don't you set Won't do(User issue) and Won't do(Else) as a Stop status instead of Pause status? You said that these are final statuses. Is the reason that you don't want to use in that way because it can be reopened?

If yes, you can consider creating a new status before Won't Do. Or you can say that once the issue is in final status such as Closed, Won't Do etc, it can't be re-opened again.

Could you share your workflow diagram?

comments: author: Irina Harutiunian
body: Yes, the issue is that even though "Won't do" is considered a final status, it can still be reopened. Initially, I considered introducing a new status called "Won't do (final)", but then I realized it might not be the best fit for my workflow.


author: Irina Harutiunian
body: ![Workflow.png](https://community.atlassian.com/t5/image/serverpage/image-id/314806i88004B83E2592587/image-size/large?v=v2&px=999 "Workflow.png")


author: Irina Harutiunian
body: Perhaps I could automate the SLA for those statuses? I'm having trouble finding appropriate actions to set up SLA through automation.


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I able to see the past approvals that I have recieved or approved in customer portal?
Asked by shivani shirguppi:

How can I able to see the past approvals that I have recieved or approved in customer portal? in JSM


Answers:
author: Nikola Perisic
body: Hello [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115)

This is more geared towards the data center. <https://community.exalate.com/questions/11339163/synchronizing-past-approvals-for-an-issue-with-jira-service-desk>

This article shows a way how it can be done using the groovy script, but for the server.

Even here: <https://jira.atlassian.com/browse/JSDSERVER-5679> there was a feature request, but this wasn't implemented on the server neither on the cloud as well.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to avoid users to reorder queue by clicking on columns
Asked by serge calderara:

Dear all,

In our service management project we have define a certain set of queues.

Each team manager has his own queue of request to proceed.  
In certain queue we want that user proceed queues in priority order.

For that we order by priortiy ASC the JQL of the queue.

But at any time users are able to change those ordering by clicking on column header which then change the order of issues ans issue might be process not anymore by priority by the team

is it possible to lock clicking on column in a given queue in order to give priority to the order define in JQL at all time ?

regards


Answers:
author: Ste Wright
body: Hi [@serge calderara](/t5/user/viewprofilepage/user-id/3385932)

I don't believe you can natively.

You can set a default order (using JQL in the queue setup) - but agents can choose to reorder the queues using the column headers.

It's a good idea though; you could raise this as a feature request? You can do that from here: <https://jira.atlassian.com/secure/Dashboard.jspa>

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation is not working
Asked by shivani shirguppi:

![Screenshot 2024-03-27 124724.png](https://community.atlassian.com/t5/image/serverpage/image-id/314742i6E2B455740BE46F0/image-size/large?v=v2&px=999 "Screenshot 2024-03-27 124724.png")


Answers:
author: GNarsimhagowda - Empyra
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) ,

I recreated the automation rule i guess what you are trying to acheive is when a customer comments the issue should be transitioned to waiting for support.

This is working the other way around when the agent comments on a ticket it is transitioning the issue to waiting for support!

refer this link for correct automation <https://confluence.atlassian.com/jirakb/how-to-update-ticket-status-when-customer-adds-a-comment-1167831032.html>

Thanks!

comments: author: shivani shirguppi
body: [@GNarsimhagowda - Empyra](/t5/user/viewprofilepage/user-id/5393239)

I have used the same automation, but no action is performed


author: GNarsimhagowda - Empyra
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) ,

The same rule is working for me The issue is transitioning to "Waiting For Support" For reference I have attached the automation rule and audit log for the same you can refer it!

Thanks.![2024-03-28_10h36_04.png](https://community.atlassian.com/t5/image/serverpage/image-id/315024iF2D30E5DCAD960CE/image-size/large?v=v2&px=999 "2024-03-28_10h36_04.png")![2024-03-28_10h36_23.png](https://community.atlassian.com/t5/image/serverpage/image-id/315025i76867FC73F2BF7E5/image-size/large?v=v2&px=999 "2024-03-28_10h36_23.png")![2024-03-28_10h36_41.png](https://community.atlassian.com/t5/image/serverpage/image-id/315026i7CCF70C301960B82/image-size/large?v=v2&px=999 "2024-03-28_10h36_41.png")


Tags: cloud

jira-service-management

jira-service-management-cloud