youngmon/atlassian-qna huggingface dataset:
Automation excluding the weekends in the counting process
Asked by Reb Bravo:

Good day! Question regarding automation excluding the weekends in counting. Since we are running the 3 strike rule, we're currently sending proactive follow-up messages to our clients at 7-day intervals.

However, we've encountered an issue where these messages are still being sent out on weekends.

Is there a way for us to exclude weekends from the counting process? For instance, if the 7th-day falls on a Saturday, we'd like to skip that day and send the follow-up message on the next business day, which would be Monday. Is this possible?

For your reference, here are the JQL queries we are using.

* **1st Strike :**   
  project = "ESD" AND status = "Waiting for customer" AND (labels is EMPTY OR NOT (labels = "1st_strike" OR labels = "hold_3strike")) AND "Customer Request Type" != "UAT Feedback (ESD)" AND (assignee in membersOf(product-support) OR assignee in (712020:459e9b3a-2572-41f9-a936-0de543d66153, 712020:0ed0ea96-04b3-4fcf-950f-3751ad639a37, 712020:624e71285f63fd0069b70286)) AND **++not status changed after -7d++**   
* **2nd Strike :** project = "ESD" AND status = "Waiting for customer" AND (labels is EMPTY OR NOT (labels = "2nd_strike" OR labels = "hold_3strike")) AND "Customer Request Type" != "UAT Feedback (ESD)" AND (assignee in membersOf(product-support) OR assignee in (712020:459e9b3a-2572-41f9-a936-0de543d66153, 712020:0ed0ea96-04b3-4fcf-950f-3751ad639a37, 712020:624e71285f63fd0069b70286)) AND ++**not status changed after -14d**++
* **3rd Strike :** project = "ESD" AND status = "Waiting for customer" AND (labels is EMPTY OR NOT (labels = "3rd_strike" OR labels = "hold_3strike")) AND "Customer Request Type" != "UAT Feedback (ESD)" AND (assignee in membersOf(product-support) OR assignee in (712020:459e9b3a-2572-41f9-a936-0de543d66153, 712020:0ed0ea96-04b3-4fcf-950f-3751ad639a37, 712020:624e71285f63fd0069b70286)) AND ++**not status changed after -20d**++

Thank you in advance for your help!

Cheers,

Reb


Answers:
author: Ajay _view26_
body: Hi [@Reb Bravo](/t5/user/viewprofilepage/user-id/5416507)

Have you tried using  

*** ** * ** ***

Next business day {{\[date\].toBusinessDay}} {#toc-hId--381195274}
------------------------------------------------------------------

Takes the given date, and returns the next business date. If the given date is a business day, then it will return the given date.

**Example of {{\[date\].toBusinessDay}}**

Ref - <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/#Next-business-day--->

comments: author: Reb Bravo
body: Thank you, just to clarify we are trying to create this via JQL Query. We have shared the query above on what we are currently using. Is there a JQL Query to achieve this?

Cheers,

Reb


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira automation / Asset / AQL query on boolean
Asked by Patrick Aupin:

Hi,

I have an object with a Boolean:

![AssetObject.png](https://community.atlassian.com/t5/image/serverpage/image-id/314046iFDB0407F18BD18ED/image-size/large?v=v2&px=999 "AssetObject.png")

Trying to test Auto Assign in an automation rule:

![Rule.png](https://community.atlassian.com/t5/image/serverpage/image-id/314047iB3FDF87D08BB85B5/image-size/large?v=v2&px=999 "Rule.png")

It keeps saying CMDB condition error: Bad Request

Even tried to use a text field instead of a boolean but it keeps giving bad request. The only way my AQL condition works is using the Name field. But I don't need to filter by name.

Willing to convert to smart values condition but still don't know how to test boolean.

thanks for your help


Answers:
author: Walter Buggenhout
body: Hi [@Patrick Aupin](/t5/user/viewprofilepage/user-id/2275730),

You entered "Auto Assign" in the *query* field, which is not an AQL statement. This should rather be something like this:

```
"Auto Assign" = True
```

Hope this helps!

comments: author: Patrick Aupin
body: Yes. It worked! thank you very much. I avoid as much as possible two words field's name. But I didn't build those objects and they put two words field's name everywhere.


Tags: aql

assets

cloud

jira-service-management

jira-service-management-cloud
export listing of all tickets for last year
Asked by cHurley:

I need to export all the tickets from my service desk project. How can I generate such a report.


Answers:
author: Joseph Chung Yin
body: [@cHurley](/t5/user/viewprofilepage/user-id/4627408) -

You can use the following JQL -

*** ** * ** ***

project = \<your project key\> and created \>= startOfYear(-1) and created \<= startOfYear() order by created asc

*** ** * ** ***

Here is how to export the resultset when issues returned based on your JQL is over 1000+ rows - <https://confluence.atlassian.com/jirakb/export-over-1000-results-to-excel-from-jira-cloud-779160833.html>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Brant Schroeder
body: [@cHurley](/t5/user/viewprofilepage/user-id/4627408) you can use filters to get the information you need. If you need to to export the data you can creak the filter and the export the results to excel. You will be limited to 1000 issues per export. <https://support.atlassian.com/jira-software-cloud/docs/manage-filters/> You can also just look at the results on the filter.

JSM also allows you create a custom report to see information as well. <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-custom-reports/>


author: Ste Wright
body: Hi [@cHurley](/t5/user/viewprofilepage/user-id/4627408)

You can do this via issue search:

1. On the top navigation bar, select *Filters \> View all issues*
2. Search for the issues you require
3. Select *Export*, and you can export to CSV, Excel, etc

**Note:**You can only export 1,000 issues at a time.

---

In terms of tickets from the last year, JQL which might work depends on the need - for example...

Created within 2024:

```
created >= startOfYear()
```

Created within a year:

```
created >= -365d
```

...etc

---

If you need specific help with the search query, let us know some more details!

Ste


author: cHurley
body: Thank you all for the tips and advice and sorry for not replying earlier.

Here for anyone else were the commands I ran

First attempt only showed me 6 months  
project = \[its name\] AND created \>= startOfYear(-1) AND created \<= endOfYear(-1)

<br />

so had to change the command to get the remainder  
project = \[its name\] AND created \>= startOfYear(-1) AND created \<= endOfYear(-18M)


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we add email distribution group in Assignee?
Asked by Muhammad Ali Khan:

We have dedicated email distribution groups for each team. I need to know can a ticket be assigned to the specific email distribution group rather than to individuals. The individual will then assign a ticket to him from the Queue.


Answers:
author: John Funk
body: Hi Muhammad,

The Assignee field only allows the entry of a single licensed Jira user. While that user might be connected to a Service Account which uses a distribution email address, only a single user can be entered.


author: Ste Wright
body: Hi [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324)

The *Assignee*field will only accept single users.

If you want to "assign" a ticket to a team - you can either...

* If this is an actual Group, add a custom Group Picker field, and assign your Group to it
* Create each group as a [Team](https://support.atlassian.com/atlassian-account/docs/what-is-an-atlassian-team/), and assign this to the appropriate field
* Pick another custom field which the distribution group can be identified in

Let us know if this helps, or if you need more specific information :)

Ste


author: Joseph Chung Yin
body: [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324) -

To supplement what both [@John Funk](/t5/user/viewprofilepage/user-id/7148) / [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) suggested, you may want to also consider accompany your group setup with automation rule design, where the automation rule can send out custom email to the distro email address for those members of the list to receive and then access the issues + assigning the issues to him/herself.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Support Team Name required in Feedback
Asked by Muhammad Ali Khan:

We have agents working in different support teams. To calculate the team's performance we need to have the support team's name with the feedback rating that the agent has obtained on the specific ticket.


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

Do you mean on the [CSAT surveys](https://support.atlassian.com/jira-service-management-cloud/docs/collect-customer-satisfaction-csat-to-get-direct-feedback-on-your-teams/)?

This isn't possible as far as I know, at least beyond what is mentioned for reporting on this page: <https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/>

---

Where would you like the support team to be presented? And where is the team information kept in your instance (assuming one JSM Project does not equal one team)?

Ste


author: Joseph Chung Yin
body: [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324) -

As stated by [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) out of the box CSAT setup, it is not possible. Here are a few other options that you can consider -

* Look in Atlassian Marketplace for third party add-on which can give you enhanced functionality to collect/analyze CSAT - [https://marketplace.atlassian.com/search?hosting=cloud\&product=jira-service-management\&query=CSAT](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=CSAT)
* Since custom reports can be created based on "Report based on the type of service request" as stated in <https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/>, you can create/setup different request type for each of your support team (not ideal, but it is an option). Thus, you can focus on the request type(s) to further analyze CSAT results.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
integrate JSM Assets data into an external website and vice versa?
Asked by Ran Mor Gen:

I would like to build a website as a frontend and integrate JSM Assets data from the CMDB.

For example:

Our CMDB has an Object Schema with many objects, attributes etc.

For that, I would like to display and be able to edit that information through an external website. I guess I'll need to build a JSM app to get / set the data through a technical user account with an API token and integrate that app with an iframe into a website?

Appreciate everything that points into the right direction :)


Answers:
author: Kuan Yi Ming _ServiceRocket_
body: Hi Adrian,

You can retrieve your asset details by the following method:

1) With your API token for authentication, find the workspace ID using the [GET /rest/servicedeskapi/assets/workspace](https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-assets/#api-group-assets) API call.

2) The assets can be retrieved via the Objects API here: <https://developer.atlassian.com/cloud/assets/rest/api-group-object/>

Regards  
Yi Ming


author: Joseph Chung Yin
body: [@Ran Mor Gen](/t5/user/viewprofilepage/user-id/5460323) -

Welcome to the community. I am glad that [@Kuan Yi Ming _ServiceRocket_](/t5/user/viewprofilepage/user-id/5382365) suggestion worked out for your ask. Beside using custom REST APIs programming, you may also want to check out to see if there are any third party add-ons from Atlassian Marketplace which can give you the functionality and reduce the complexity on your development to achieve your goal - [https://marketplace.atlassian.com/search?hosting=cloud\&product=jira-service-management\&query=Assets](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=Assets)

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Feeback Response Rate
Asked by Muhammad Ali Khan:

We need to know if there is any option/feature in JIRA through which we can have a feedback response rate of agents like how many tickets are resolved by a specific agent and how much feedback he/she has secured.


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

Natively, I would check out...

* Service Reports (default/custom) - <https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/>
* Dashboards; you could create gadgets per agent, to show number of resolved tickets, in progress tickets, etc - <https://support.atlassian.com/jira-service-management-cloud/docs/manage-dashboards-and-gadgets/>

There's also Atlassian Analytics, although you do need an Enterprise license (minimum 201 agents) - <https://support.atlassian.com/analytics/docs/dashboard-templates-for-jira-service-management/>

---

You could also see what available Apps there are for this type of functionality on the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=agent%20report)

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Any way to edit [JIRA] in all email notification subject lines?
Asked by Daniel Weatherford:

When receiving a notification email the subject contains: \[JIRA\] followed by template defined subject line. Is there a way to replace/remove \[JIRA\]?  

Thank you


Answers:
author: Benjamin
body: HI [@Daniel Weatherford](/t5/user/viewprofilepage/user-id/4311873) ,

Believe it is taken from the general settings. If you change the Jira Admin general setting, it should reflect in all notification. Keep in mind this will be set across globally and will affect all notifications.

The Fields to change would be title and email from. Would test this on your sandbox to get it setup to the way you want it.

comments: author: Daniel Weatherford
body: Have changed it and it only impacted the email from. Still shows \[JIRA\] even after updating the title.


author: Benjamin
body: HI Daniel,

Doing some research. I came across a ticket. Unfortunately, looks like it isn't possible:

<https://jira.atlassian.com/browse/JRACLOUD-21888>


Tags: cloud

jira-service-management

jira-service-management-cloud
Mapping Subsidiaries to Customers
Asked by Colby Cliffe:

We need to map customers to their subsidiaries, so that we can provide visibility on where our tickets are coming from.  

The goal is to have a ticket come in with a prepopulated field that ties that user to their subsidiary. We'd want to be able to report on it in a way that we could say "This month, 20 tickets came from sub 1, 30 from sub 2, 19 from sub 3, etc."  

Is this possible?


Answers:
author: Ste Wright
body: Hi [@Colby Cliffe](/t5/user/viewprofilepage/user-id/5384869)

Where are the subsidiaries being kept?

Are you able to use [organizations](https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/) for this, or is that already in use?

Or, perhaps consider using [customer detail fields](https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/)?

Ste


author: Joseph Chung Yin
body: [@Colby Cliffe](/t5/user/viewprofilepage/user-id/5384869) -

I agreed with what [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470) suggestion on using Organizations or customer details to fulfill your ask.

One other option will be creating custom field with possible dropdown list predefined, and use automation setup triggered off from issue created event and then edit the issue to the appropriate value for the custom field.

Automation for Jira reference - <https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
InfoSec
Asked by Allan:

How do I open an InfoSec ticket for a client.


Answers:
author: Joseph Chung Yin
body: [@Allan](/t5/user/viewprofilepage/user-id/5355903) -

Welcome to the community. We will need more context on your ask before we can assist further. Please provide clarification.

Best, Joseph


author: Charlie Misonne
body: Hi [@Allan](/t5/user/viewprofilepage/user-id/5355903) ,

Welcome to the Atlassian Community!

Is this a general question about infosec tickets in Jira? I that's case we'd need some more context on your expectations.

Or is this about a specific Jira instance were infosec tickets already exist?

comments: author: Allan
body: Hi Charlie,

I have not yet opened a case in Jira outside of an opportunity through SalesForce, I was able to have one of my colleagues walk me through the process.

<br />

Thanks,

Allan


author: Charlie Misonne
body: Oh ok! I'm glad your issue was resolved.


Tags: cloud

jira-service-management

jira-service-management-cloud
Link Issue to Clone Issue with Automation
Asked by Ezgi BAYINDIR:

I created an automation rule for creating clone of my service ticket's in my work management and link them to each other but I'm getting and error.

![image (13).png](/t5/image/serverpage/image-id/313891iB464710722456983/image-size/large?v=v2&px=999 "image (13).png")![image (12).png](/t5/image/serverpage/image-id/313890iB2F405E537B6CA49/image-size/large?v=v2&px=999 "image (12).png")


Answers:
author: YY Brother
body: Hi [@Ezgi BAYINDIR](/t5/user/viewprofilepage/user-id/5398943)

Welcome to our community. It seems that JSM project screen doesn't have linked issue field. Please check it. If so, add this field to JSM screen and then try it again.

Thanks,

YY?


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to customize Assets object graph?
Asked by L?szl? K?ra:

Hi!

I try to build an IT service catalouge in Assets. I made the relevant references between services, servers and companies, and when I try to look at it in object graph, it's a mess.

Is there a way to configure hierarchy between object types or is there an addon or extension to customize and save object graph?

I would like all of our agents to see the graph with the structure I intended.

Thanks!


Answers:
author: Joseph Chung Yin
body: [@L?szl? K?ra](/t5/user/viewprofilepage/user-id/5459704) -

Welcome to the community. Based on my knowledge I don't believe there is a way for one to customize the graphic objects with Assets at this time.

I would recommend that you can contact Atlassian Support (<https://support.atlassian.com>) for Assets team to further address your ask.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: assets

cloud

graph

jira-service-management

jira-service-management-cloud
Unable to edit Form drop-down field
Asked by jon:

We have an existing form with many drop-down options which are used to control which sections of the form are visible to the customer. I need to edit an existing drop-down option and add two new drop-down options, but I am not able to make any changes to that drop-down field. I can make other edits to the form.


Answers:
author: Patrick Tripodi
body: Hi Jon,   

If the field on the form is linked to a custom field, then you will need to make the changes in Custom Fields which will then reflect on the form itself.  

Cheers,  

Patrick Tripodi  
GLiNTECH


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to hide internal comments in Issue View?
Asked by Brian Henry:

Scenario: We use Jira Service Management for our Customer Care organization and routinely discuss certain tickets (issues) in front of the customer using the Issue View.

I want to know if there is any way to do this with the Internal comments hidden? Or should I be using a different view instead of the Issue view?


Answers:
author: Ste Wright
body: Hi [@Brian Henry](/t5/user/viewprofilepage/user-id/5165256)

Can I clarify the need here?

You want to show customers the agents view, but not show the internal comments?

I don't think you can do this; wouldn't it be easier to just show the customer their "customer view" instead?

Ste

comments: author: Katrina Meyers
body: but in order to do that, we need to create one user per organization per Support person.

Support Manager A has customers A, B, and C. They need to meet with each customer separately each week to review their tickets.

In order to use the Customer View in our Service Desk Portal, we would have to get three email accounts for the Support Manager to log in separately and view each customer's list of issues.

There has to be another way to do this, I need the same thing.


author: Katrina Meyers
body: I found out how to do this. In our Support project, under Organizations, I added myself to the Organization that the customer is in. This then allows me to filter requests by Organization from the Customer Portal.


author: Brian Henry
body: Sorry for the very late response, but you're right, I should clarify a few things:

* I run a Customer Care/Support organization for a consulting firm and all of our customers are EXTERNAL to our company and therefore do not have Jira licenses.
* We meet regularly with customers (weekly) to provide updates and statuses on the prior week's support tickets/issues during which we typically use a Jira Dashboard to drive the meeting and present metrics, etc.
* From within the Jira dashboard, if we need to drill into a particular support request to discuss it, we simply click on the ticket number, etc, but of course that opens the Agent view of the issue, complete with internal comments, etc
* My question is there any way of doing this without showing the internal comments? Or do I have to use some other Dashboard plug-in to run my meetings?
* *\*\*My ideal solution would be a toggle to hide internal comments on the user-settings level, so that we can walk a customer through an issue with the internal comments hidden until the toggle is turned off\*\**


author: Nikola Perisic
body: Hello [@Brian Henry](/t5/user/viewprofilepage/user-id/5165256)

You might want to check this page: <https://community.atlassian.com/t5/Jira-Service-Management/Disabling-Internal-Comments/qaq-p/1335931>

comments: author: Katrina Meyers
body: That wasn't helpful.


Tags: cloud

jira-service-management

jira-service-management-cloud