youngmon/atlassian-qna huggingface dataset:
Allocation of tickets by workload with specific schedules
Asked by Joseph Medina:

Hello good afternoon,

Will there be a way to assign tickets by balanced workload with a specific schedule and with spliced schedules? I.e.:

Agent1 schedule 7:00a.m. - 4:00p.m.

Agent2 schedule 9:00a.m. - 6:00 p.m.

Agent3 schedule 2:00p.m. - 11:00 p.m.

Currently I have it automated with the active balanced load but the tickets are assigned at any time and to any agent depending on the load it has.

I am looking for more than anything is to respect the work shifts of the agents and also that they are not assigned tickets outside working hours, I am attentive to your comments and thank you very much for your support.

Greetings!


Answers:
author: Kristj?n Geir Mathiesen
body: Hi [@Joseph Medina](/t5/user/viewprofilepage/user-id/5380036) and...

![giphy](https://community.atlassian.com/t5/image/serverpage/image-id/295630iD8AB216D1051B32F/image-dimensions/169x169?v=v2 "giphy")

This cannot be achieved with out of the box functionality. You'll have to look to the Marketplace to see if you can find something. At my company, we recently added [Time Off Management and Auto Assignment](https://marketplace.atlassian.com/apps/1228367/time-off-management-and-auto-assignment?hosting=cloud&tab=overview) app to our instance and it seems to be working great, at least for our use case. But you would have to investigate the apps for your specific use case.

HTH,  
KGM

comments: author: Joseph Medina
body: Thanks for the help, I implemented the application you suggested and it seems to be working according to my needs.


author: Mikael Sandberg
body: Hi [@Joseph Medina](/t5/user/viewprofilepage/user-id/5380036),

Welcome to Atlassian Community!

Have a look at [this question](https://community.atlassian.com/t5/Automation-questions/Assigning-round-robin-according-to-the-hour-of-the-day/qaq-p/1651142), it describes how this can be done using automation. Basically what you do is getting the hour when the request is created and then use the if/else condition to assign using the balanced workload based on the hour.

Another option would be to use Opsgenie and the on-call schedule, the only drawback is that you would need an iPaaS application since the assignment option in automation when it comes to the on-call schedule only supports a single user being on-call at the time.

A third option is to look at some of the apps in the [Marketplace](https://marketplace.atlassian.com/) that allows you to do this.

I am using the on-call schedule to do this together with tray.io to set the assignee based on a round-robin assignment.


Tags: jira-cloud

jira-service-management

opsgenie
Automatically create an issue with the associated form
Asked by Rafal Lewandowski:

here is the context:

HR starts the new employee onboarding process by creating a portal request. Next, the automation creates subsequent issues based on the data from the original request. One of those subsequent issues is an issue for conducting onboarding meeting and following a predefined checklist of actions to do during such meeting. This checklist is a Form with relevant fields.

Now, how can I have the Onboarding Meeting issue equipped with the Form right away?

- I tried to create a new Request Type which consisted only of the Summary field and the Form. In this scenario, the Form is visible on the portal only ("Request form" view) and not internally by agents - that does not work for me because I need this issue to be visible only internally.

- When trying to set it up in the Automation ("Attach forms") it adds the Form only to the original ticket raised by HR, not the newly created subsequent ticket for the onboarding meeting.

Another option is to create another automation, which Attach the form to every newly created Onboarding Meeting issue, but that sounds pretty complicated. I wonder if there is any easier way for doing it?

Regards

Rafal


Answers:
author: Gracjan Weso?owski _HeroCoders_
body: Hi [@Rafal Lewandowski](/t5/user/viewprofilepage/user-id/4444254)

have you considered using a [Checklist addon?](https://marketplace.atlassian.com/search?query=checklist)

I can recommend [our Issue Checklist for Jira Free](https://marketplace.atlassian.com/apps/1220209/issue-checklist-for-jira-free?hosting=cloud&tab=overview) app, which allows you to create a checklist on newly created tickets based on request/issue type. You can use it instead of forms.

To do that, you create a[Checklist Template](https://docs.herocoders.com/checklist/templates) and set it [as default](https://docs.herocoders.com/checklist/setting-a-default-template) for a specific request/issue type. With that configuration, whenever a new onboarding ticket is created, you will have an automatically added checklist inside the issue. Please see the screenshot below:

![onboarding checklist.png](https://community.atlassian.com/t5/image/serverpage/image-id/295921i7BD33E43BA60BA5B/image-size/large?v=v2&px=999 "onboarding checklist.png")

Let me know if you have any other questions.

Cheers!

Gracjan


Tags: automation

cloud

forms

jira-service-management

jira-service-management-cloud
New user not receiving invitation email
Asked by Phat Tran:

We created a Jira account for a new IT staff and invited him to join the team but when he tried to log into Jira, he never receives an email invite to verify who he is. We've re-sent the invite multiple times, checked for it in his spam folder but no avail.

We believe his email address (caseyc@hustlercasinola.com) may have been blocked. I'm not a site admin so I can't raise a support ticket.

Please help, much appreciated in advance.


Answers:
author: Marc - Devoteam
body: Hi [@Phat Tran](/t5/user/viewprofilepage/user-id/5380835)

Welcome to the community.

This has to be raised at Atlassian Support, so please contact your site admin or jira admin to do so.

The Atlassian Community is a forum, where users can help each other, but its no a portal where Atlassian Support is looking at to resolve issues from users


Tags: cloud

jira-service-management

jira-service-management-cloud
trigger Knowledge Base articles from more fields in addition to the Summary field
Asked by Jessica Malenfant:

Is there a way to have other fields in the Request Form trigger Knowledge Base articles in addition to the Summary field?

If we ask the customer to fill out a field "study description" with information about their research study, we would want to present them with the articles related to 'how to describe your research study' when they start to enter information into that form field to try to get them to provide us the details we need to address their request.


Answers:
author: Rodney D_Souza
body: Agree. It seems like the Description field should be a natural part of this.


Tags: cloud

jira-service-management

jira-service-management-cloud
Powershell API automation with AQL
Asked by Tobias Toft:

Hi,

I'm trying to setup some automation to add / update users in assets.

The problem im running into is when trying to add "Department"

I have another scheme tree called department as well so i want this to be linked with the employee object "department"

I achieved this using AQL when doing a manual json / csv import with this:

Name = ${Department}

This is what im using right now:

$myObject = \[PSCustomObject\]@{  
objectTypeId = 9  
attributes = @(  
@{objectTypeAttributeId = 10  
objectAttributeValues = @(@{value = $Name})  
}  
,  
@{objectTypeAttributeId = 11  
objectAttributeValues = @(@{value = $Department})  
}  
)  
}

return $myObject \| ConvertTo-Json -Depth 5  
}

However i want to automate this process so it's automatically linked and updates every day / week or so.

What am i missing here?


Answers:
author: Tobias Toft
body: BUMP


Tags: cloud

jira-service-management

jira-service-management-cloud
If a user is deactivated to save Atlassian Access space, can they still access JSM as user/customer
Asked by Fahim Ahmed:

If a user is Deactivated as they have not used an Atlassian product in our organisation for more than 6 months, will they still be able to access the front-end Jira Service Management Portal?

In our organisation we are using Jira Service Management (Premium), Jira Software Management (Premium), and Confluence - there are some users who registered for Trello (Free) but have not been active for more than 6 months. They are currently subsuming our paid Atlassian Access licences.

If they are deactivated, we want to be clear if they will still be able to access the front end of Jira Service Management (i..e to report an issue)


Answers:
author: Marc - Devoteam
body: Hi [@Fahim Ahmed](/t5/user/viewprofilepage/user-id/5268205)

No they won't be able to access the JSM portal, as their Atlassian account is inactive.

This also means that they can't logon to the portal.

You should approach the users and let them delete their Trello board(s) or change the user, to a non company user

comments: author: Fahim Ahmed
body: Thanks - would merely deleting their Trello Board resolve the consumption of an Atlassian Access licence?


author: Marc - Devoteam
body: Hi [@Fahim Ahmed](/t5/user/viewprofilepage/user-id/5268205)

Yes it will.


Tags: cloud

jira-service-management

jira-service-management-cloud
Archiving an issues/ticket
Asked by Aaron Micallef:

Hey Guys,  

We have a request to remove some issue type/request type since there are already some tickets created with these issue types we would like to archive these issue prior removing.

Is this possible to achive?

Cheers Aaron


Answers:
author: Mayuresh Kamble
body: Hi [@Aaron Micallef](/t5/user/viewprofilepage/user-id/5359754) ,

Currently the ability to archive the issues/tickets is possible only in Jira Data Center and not possible to archive in the cloud version.

Regards,  
Mayuresh

comments: author: Alexey Sanko
body: +1. [This feature is available for Data Center only.](https://confluence.atlassian.com/adminjiraserver/archiving-an-issue-968669980.html)


author: Marc - Devoteam
body: Hi [@Aaron Micallef](/t5/user/viewprofilepage/user-id/5359754)

Archiving on issue level is not a function in Cloud.

Even it it would, archiving issues will not mean an issue type is not in use, as the archived issues would be.

If you want to remove issue types, the related issues should be moved to another issue type.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer's can specify approvers who don't have a Jira account
Asked by Sam Terezakis:

I have a 'team managed' service management project. An issue type's workflow has an approval step set to 'customer selects approver' and the approval field set to the system generated 'approvers' field.

![Screenshot_20231206_204202.png](https://community.atlassian.com/t5/image/serverpage/image-id/295516iF931A9A11D47685F/image-dimensions/352x280?v=v2 "Screenshot_20231206_204202.png")

There appears to be no options to edit the options within this field.

![Screenshot_20231206_204413.png](https://community.atlassian.com/t5/image/serverpage/image-id/295517iBF98F69D7C7EC5EC/image-size/large?v=v2&px=999 "Screenshot_20231206_204413.png")

This option allows customers to add their own approver by specifying an email, even if they do not have a Atlassian account within our instance.

![Screenshot_20231206_204615-2.png](https://community.atlassian.com/t5/image/serverpage/image-id/295519i5275DBD9E7A68973/image-size/large?v=v2&px=999 "Screenshot_20231206_204615-2.png")

This has resulted in customers (1) entering incorrect email addresses and (2) adding users that do not have a profile within our instance, which requires an agent to manually change the approver.

Can the approver list be restricted to users (or a subset of users) with accounts on our instance?


Answers:
author: Marc - Devoteam
body: Hi [@Sam Terezakis](/t5/user/viewprofilepage/user-id/4917736)

I can reproduce this.

It seems related to [JSDCLOUD-11150](https://jira.atlassian.com/browse/JSDCLOUD-11150)

I would suggest to raise this as a bug at Atlassian Support, or ask if this is intended like this.

[@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) would this be something you would have information on?

comments: author: Mikael Sandberg
body: I don't think the Approvers field can be restricted, and I don't think that you could use a custom user picker field since you would need Browse users and groups global permissions which cannot be assigned to portal only users. The only workaround that I can think of, besides not allowing your customer to select the approvers, would be to have a custom field with a list of users that can approve.


author: Marc - Devoteam
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

Thanks for the response.

But it still seems strange to me the option is there and then you are just able to add an email address real or fake to enter in the field from the portal.

Might you be able to raise this at Atlassian, as this can maybe also be exploited in a way.


author: Mikael Sandberg
body: I don't work for Atlassian, I am just a customer just like you. But I think this might be based on the customer permissions too, since you can set it so the customer can share the request with anyone.


Tags: cloud

jira-service-management

jira-service-management-cloud
Single JSM project
Asked by Muhammad Sochan:

The standard Jira template had all sorts of "issues" allowed - such as hardware issues, change requests etc. we dont want any of that. We need to have a portal where the user can choose (maybe) an application - eg AI, CRM, Member Portal - and then their issue.


Answers:
author: Valerie Knapp
body: Hi [@Muhammad Sochan](/t5/user/viewprofilepage/user-id/5333463) , welcome to the Atlassian Community and thanks for your question.

There is also now a blank template available where you could create a JSM project and then only have, as you describe, one or two issue types and one or two request types on the portal. Have you tried this already?

Cheers

comments: author: Muhammad Sochan
body: Hi, [@Valerie Knapp](/t5/user/viewprofilepage/user-id/4929946) I have not tried yet but will try now. Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to handle multiple clients under one project
Asked by Rohini Gautam:

I need to setup one Support project and handle multiple clients. They need to be independent and should not access to each other portals


Answers:
author: Ste Wright
body: Hi [@rohini_gautam](/t5/user/viewprofilepage/user-id/5380335)

You'd need separate Projects to have separate Portals at a simple level.

Are their Request Type forms going to differ? You can setup JSM to have multiple clients in one Project, using the same forms, but limit their visibility of requests to each specific Organization. See [this help page](https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/) as a good starting point.

It depends on more specific needs here - if you can explain how these clients need to be setup, we can provide more specific suggestions :)

Ste

comments: author: Rohini Gautam
body: Yes the request type and workflows would remain the same. Need to limit the access between the clients. Thanks for pointing to the page , i will check the page.


author: Ste Wright
body: Organizations and Customer Permissions will handle that.

You can have as many customers as you like in one Project :)

Ste


author: Brant Schroeder
body: [@rohini_gautam](/t5/user/viewprofilepage/user-id/5380335) Welcome to the Atlassian community

Each project has a single portal associated with it. If the Customer Request types are the same for both clients then it should not be an issue to have them in the same portal.

We have thousands of clients that share the same portal. Each client can only see the Requests that they submitted or ones that have been shared with them through their organization or they have been added to as a request participant.

Is there specific concerns that you have with having a single portal?

comments: author: Rohini Gautam
body: Planning to migrate from Zendesk and I am planning on how the setup can be done. Earlier, I had setup different projects for different clients which was cumbersome and difficult to manage with growing clients. So I was checking if it is feasible to have one project

The request type , the workflows would remain the same across all clients. Just need to ensure the client A doesnt have access to client B.


Tags: cloud

jira-service-management

jira-service-management-cloud
Error in Issue Automation
Asked by Fabiano Santana:

Hi team.

I am receiving this error for an specific automation:

Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):  
SEC-175 (Work in progress - 10569)  
1) This is not happening with all issues, only with some.  
2) We are receiving all tickets by Automation from MS Sentinel.  
3) The automation is used to Move the issue to Work in-progress when the issue is assigned to some Analyst.  
4) The most interesting thing: the automation is working. When the analyst assign the ticket, the ticket is moved to WORK IN PROGRESS. But we can still see the errors messages.  
5) I already added my account (admin) on the field ACTOR in Automation Rule.  
Any idea? Thoughts? Below some screenshots.  
![Screenshot 2023-12-06 at 8.49.00?AM.png](/t5/image/serverpage/image-id/295466iEF5BCBCFA77267FC/image-size/large?v=v2&px=999 "Screenshot 2023-12-06 at 8.49.00?AM.png")![Screenshot 2023-12-06 at 8.48.24?AM.png](/t5/image/serverpage/image-id/295464i2129A4FAE4FACBEC/image-size/large?v=v2&px=999 "Screenshot 2023-12-06 at 8.48.24?AM.png")![Screenshot 2023-12-06 at 8.48.01?AM.png](/t5/image/serverpage/image-id/295465iB55BFC4114C710B5/image-size/large?v=v2&px=999 "Screenshot 2023-12-06 at 8.48.01?AM.png")![Screenshot 2023-12-06 at 8.47.38?AM.png](/t5/image/serverpage/image-id/295467i749C6CF45D315B7C/image-size/large?v=v2&px=999 "Screenshot 2023-12-06 at 8.47.38?AM.png")![Screenshot 2023-12-06 at 8.47.21?AM.png](/t5/image/serverpage/image-id/295468i793F356AAF39161A/image-size/large?v=v2&px=999 "Screenshot 2023-12-06 at 8.47.21?AM.png")


Answers:
author: Brant Schroeder
body: [@Fabiano Santana](/t5/user/viewprofilepage/user-id/5245248) For the errors you are seeing are the issues in the open status. My guess is that you are getting the error because an issue is just being re-assigned and it is in a status that can not be transitioned to work in progress. Just change the rule so that when the status is open and it is assigned then it will run. It will then ignore all the other assignments that occur and the errors will go away.

comments: author: Brant Schroeder
body: [@Fabiano Santana](/t5/user/viewprofilepage/user-id/5245248) can you accept the answer to help others?


Tags: cloud

jira-service-management

jira-service-management-cloud
DNS Failure in Webhooks
Asked by Josh Landwehr:

So this randomly has been occurring for like a year.

We have jenkins server with port 80 open, and we have through bitbucket cloud a webhook setup.

Randomly we see issues with the webhook with Atlassian reporting the following address:

`ip-10-101-38-57.net.atlassian.com:`

`The DNS server returned: `` Error: The domain name does not exist.`

I checked the jenkins server logs, and it never gets any requests.

It seems like bitbucket cloud can't resolve the hostname.

Is this a known issue? Is there anyway to resolve it?


Answers:
author: Theodora Boudale
body: Hi [@Josh Landwehr](/t5/user/viewprofilepage/user-id/1474155),

I would suggest creating a ticket with Bitbucket Cloud support team, so we can check additional logs for this webhook and further investigate.

You can create a ticket via <https://support.atlassian.com/contact/#/>, in "What can we help you with?" select "Technical issues and bugs" and then Bitbucket Cloud as product. Please make sure to mention the URL of the repo with this issue and also which is the webhook (in case you have multiple webhooks in this repo).

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud

dns

error
Not receiving verification emails when setting up a new Biitbucket account
Asked by John Warner:

I am attempting to create a new bitbucket account, but I am not receiving the verification emails. I have resent it several times and checked the spam folders in the mailbox. Still nothing.


Answers:
author: Patrik S
body: Hello [@John Warner](/t5/user/viewprofilepage/user-id/2352158) ,

Thank you for contacting Atlassian Support.

Checking for a Bitbucket account with the same e-mail address as your community account I see that there's already a Bitbucket Cloud account associated registered with that e-mail. Would you please let us know if the issue you are facing is with a different e-mail address or product?

Thank you, [@John Warner](/t5/user/viewprofilepage/user-id/2352158) .

Kind regards,

Patrik S

comments: author: John Warner
body: Hey Patrik,  
I tried again this morning, and was not asked to open the verification email. So I was successfully able to create the new account.  

Thanks


Tags: bitbucket-cloud

cloud
Regarding pipeline trigger from one pipe to another
Asked by AZEEZ MOHAMMAD:

Hi Team,

We have a issues on bitbucket-pipeline.yaml. Is it possible to connect.

Thanks,

Azeez.


Answers:
author: Patrik S
body: Hello [@AZEEZ MOHAMMAD](/t5/user/viewprofilepage/user-id/4954336) ,

Welcome to Atlassian Community!

From your description I was not able to identify what the issue is.

Could you please provide us with more details about the issue you are facing and what exactly you are trying to achieve?

If you could also share with your bitbucket-pipeline.yml file, it would definitely help. (please make sure to sanitize any sensitive information such as passwords/secrets/usernames)

Thank you, [@AZEEZ MOHAMMAD](/t5/user/viewprofilepage/user-id/4954336) .

Kind regards,

Patrik S


Tags: bitbucket-cloud

cloud

trigger