youngmon/atlassian-qna huggingface dataset:
Set SLA due date in a Jira custom field
Asked by alejandra.jimenez:

I want to know if there is a way to set the SLA date in a Jira custom field.

When we receive a ticket from the portal the due date is set based on the priority of the ticket; for example here is a ticket with low priority so we have 36 hours to resolve it (as you can see due date is **January 12 09:02 AM**), but I want to set this same datetime (January 12 09:02 AM) in a custom field like due date field.

![2024-01-09 13 56 48.png](/t5/image/serverpage/image-id/299761i0BEDDDBD1D4E62FD/image-dimensions/275x139?v=v2 "2024-01-09 13 56 48.png")


Answers:
author: Jack Brickey
body: Hi [@alejandra.jimenez](/t5/user/viewprofilepage/user-id/5296299) , to be clear the duedate is not associated with the SLA by default, they are independent. It may be that someone has use Automation or other means to set the duedate according to an SLA goal. With that said, you certainly can use Automation to copy the due date into another custom date field though unsure why you need two fields showing the same date.

automation:

* Trigger - field updated ( I assume this would be the trigger but unsure if it meets your use case)
* condition - depends on your needs
* action - edit issue, select you custom date field and set it using this smartvalue- {{issue.Due date}}


Tags: cloud

jira-service-management

jira-service-management-cloud
How to make sure you receive emails when a client submits a request?
Asked by Debra - CSR:

We are trying to use Jira service Management. When a request is made we are not receiving emails telling us their is a request and I can't see the request when I log into the portal.


Answers:
author: Daniel Vest
body: Make sure to check out your notification settings as well ? \[https://{domainhere}.atlassian.net/plugins/servlet/project-config/{projectnamehere}/notifications  

![notifications.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/299734iD5549754797A43CB/image-size/large?v=v2&px=999 "notifications.PNG")


author: Tesha Vogt
body: Have you checked the logs to see why they are failing?

To view the logs go to the Jira Service Management Project-\>Project Settings (on left at bottom)-\>Email Requests

You should then see something similar to this screenshot on the right side. Click view logs to see the status.

![Email Request Log.png](https://community.atlassian.com/t5/image/serverpage/image-id/299733i08651D44D76730D4/image-size/large?v=v2&px=999 "Email Request Log.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to set the default notification in customer request?
Asked by Gal Fatal:

Hi,

How I can set the default of customer request inotification n the portal ?

Currently the customer see "Get notifications" which means notifications are disabled for this request. I want to change it to be "Don't notify me" which means notifications are enable for this request.

Any idea ?

Thanks

![image.png](/t5/image/serverpage/image-id/299757i2ABDEC92577748F4/image-dimensions/248x123?v=v2 "image.png")![image.png](/t5/image/serverpage/image-id/299758i378F16FD45D06980/image-dimensions/199x137?v=v2 "image.png")


Answers:
author: Eugenio Onofre
body: Hi [@Gal Fatal](/t5/user/viewprofilepage/user-id/2014272)

JSM doesn't offer a built-in feature to change the default setting of customer request notifications in the customer portal from "Get notifications" to "Don't notify me."

I would suggest two approaches:

1. If you are using ScriptRunner, you can write a script to change the default notification settings for the users.
2. You can create an automation to send out email notifications, which would "override" the notification limitation, although it would not change the default setting.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Hugh Gibson
body: Could some of the problem be that the text next to the eye icon does not indicate the current status, but is what will happen if you click it? For someone unfamiliar with the black or white eye icon this could be confusing.

Compare this with the "Watch" functionality. I clicked to start watching this thread, and the icon changed to a black eye and says "Watching" which is much clearer.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/306874i231EAEB5ACEABCFD/image-size/large?v=v2&px=999 "image.png")


Tags: jira-service-management

jira-service-management-server

server
Calculating the number of days since year start
Asked by Martin Hazell:

I am trying to calculate the number of days since the start of the year in an automation, and am struggling to get it to calculate correctly.

I have tried various ways of doing it, and now have two variables:

YearStart: {{now.startOfMonth.withMonth(1)}}

NumberofDays: {{now.diff({{YearStart.toDate}}).days}}

When running it I get an error: Failed to get value for now().diff({{YearStart.toDate: {{now().diff({{YearStart.toDate}}).days}}

I am at a loss as to what to try next.


Answers:
author: Evgenii
body: Hi, [@Martin Hazell](/t5/user/viewprofilepage/user-id/5401665)

Welcome to Atlassian Community

Try this formula. It works

{{YearStart.toDate.diff(now).days}}

I used variable **YearStart** like yours, but if you want, you can use such smart value, it will take 1 month, 1-st day, 1 minute.

```
{{now.startOfMonth.withMonth(1).withHour(0).withMinute(0)}}
```

```
Action details:
Log action
Log
YearStart: 2024-01-01T21:29:07.7+0000
Log action
Log
NumberofDays: 8
```

*** ** * ** ***

![Screenshot_17.png](https://community.atlassian.com/t5/image/serverpage/image-id/299760i58E90D70177AF633/image-size/large?v=v2&px=999 "Screenshot_17.png")

comments: author: Martin Hazell
body: Fantastic - couldn't get my head round why at first.

This has worked.

Many thanks

Martin


author: Florian Bonniec
body: Hi [@Martin Hazell](/t5/user/viewprofilepage/user-id/5401665)

I do not have Cloud instance to test it but this should work.

{{now.diff(now.startOfMonth.withMonth(1).withHour(0)).days}}

Regards

comments: author: Evgenii
body: Checked it. This will give -8 in result


Tags: cloud

jira-service-management

jira-service-management-cloud
? JSM automation - linked issue
Asked by Dario Alarc?n:

Hello community, I need your help to create an automation in JSM.

The trigger should be: when the "Link issue" action is performed (linking it to an issue from another project) in an incident.  
The action should be: Copy the subject of the linked issue and paste it into the "Company" field; this field is a Custom Field.

I tried to do it the following way, but the automation doesn't run when I perform the action of linking an issue:

![Pepsi.jpg](/t5/image/serverpage/image-id/299742i8B8E62C246B6FF53/image-size/large?v=v2&px=999 "Pepsi.jpg")

What might I be missing, or where could I be going wrong when setting up the automation?


Answers:
author: Eugenio Onofre
body: Hi [@Dario Alarc?n](/t5/user/viewprofilepage/user-id/5307057)

Instead of copying from Current Issue, have you tryied copying from the Triggering issue?  
This means you will copy the summary of the issue you linked instead of the one that had the link added to it.

In case this answer helps you resolve your query, please accept it so it can help other community users in the future.

Regards,  
Eugenio

comments: author: Dario Alarc?n
body: Hi [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586) You mean this?

![pepsi01.png](https://community.atlassian.com/t5/image/serverpage/image-id/299746i4D107D1B22F3EA9E/image-size/large?v=v2&px=999 "pepsi01.png")

Yes, I have tried it but the rule does not start, I checked the audit log and there are no automation executions.  
What could I be missing for the automation to start?


author: Eugenio Onofre
body: Hey [@Dario Alarc?n](/t5/user/viewprofilepage/user-id/5307057)

Yes. Is this automation set to run in a single project? If this is the case, please make sure it is selected to run on MULTIPLE PROJECTS and select both ORIGIN and DESTINATION projects to have this automation.

Regards,  
Eugenio


author: Dario Alarc?n
body: Hi [@Eugenio Onofre](/t5/user/viewprofilepage/user-id/4992586)

Finally configuring MULTIPLE PROJECTS options and other adjusts (add a branch), I made it worked fine.  
Thanks a lot.

![01.png](https://community.atlassian.com/t5/image/serverpage/image-id/299957i0DEF0BA4A5F1C8CA/image-size/large?v=v2&px=999 "01.png")


author: Eugenio Onofre
body: Great! Thanks or confirming!


Tags: automation

cloud

edit

issue-link

jira-service-management

jira-service-management-cloud
Creating an Automation that sends out emails asking agents to log time.
Asked by Heather Ronnebeck:

Hi,

I'm trying to create an automation that sends out an email to a list of agents if they have recorded less than a certain amount of hours within a business day.

So far, I can get a list of tickets that has time spent on them by the users that have logged time.

But now, I'm a bit stuck on the part where all those time spent hours are totalled up, compared to the total # of expected hours for the day, and return a TRUE/FALSE flag.

Does anyone have any ideas on how I'd do this? I'm using Clockwork for time tracking at the moment.

Thanks!


Answers:
author: Adaeze_Jude_HEROCODERS
body: Hi [@Heather Ronnebeck](/t5/user/viewprofilepage/user-id/940497)

With [Clockwork](https://marketplace.atlassian.com/apps/1219213/clockwork-automated-time-tracking-timesheets-pro?hosting=cloud&tab=overview), you can send emails to users based on your search filter, using the "send emails" icon on the Timesheet, as shown:

![jB4xupfA0O.png](https://community.atlassian.com/t5/image/serverpage/image-id/299945i228899F9D732EADB/image-size/large?v=v2&px=999 "jB4xupfA0O.png")

![chrome_XX33GjIyw7.png](https://community.atlassian.com/t5/image/serverpage/image-id/299946i627E6B34AF6BA341/image-size/large?v=v2&px=999 "chrome_XX33GjIyw7.png")

Currently, we have not automated this process, however, we have this item on the backlog.

Please reach out to us [here](https://herocoders.atlassian.net/servicedesk/customer/portals) to discuss your use case further.


author: Fabian Lim
body: Hi [@Heather Ronnebeck](/t5/user/viewprofilepage/user-id/940497)

Out of the box this may not be possible with automation. However, I have worked closely worked with the eazyBI reporting plugin and this could be an option for your: [https://docs.eazybi.com/eazybi/analyze-and-visualize/create-reports/conditional-report-alerts#:\~:text=eazyBI%20detects%20alerts%20and%20lets,won't%20receive%20alert%20emails](https://docs.eazybi.com/eazybi/analyze-and-visualize/create-reports/conditional-report-alerts#:~:text=eazyBI%20detects%20alerts%20and%20lets,won't%20receive%20alert%20emails).

Based on some conditions on hours logged, it could trigger an email if they do not meet it.

There could be other options in the marketplace.

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
Reference Select List Attribute in an Object Type
Asked by Aaron Lee:

In Assets, I have a "Software Model" object type and a "License" object type.

The "Software Model" object type has an attribute field that is a "Select" list with three items. I would like to reference this list in a Custom Field inside the "License" object type.

Ex: One of the license attributes = "Stooges" and opens a Select list populated with "Larry", "Moe" and "Curly".

If I use objectType = "Software Model" it will return all of the objects for "Software Model" object type, BUT I would like to be able to drill down further and pick one of the Stooges from the Select list.

I have also tried the following AQL syntax by inputting into Configure \> Filter Objects, but it is returning an empty field when I then try and populate the field in the "License" object:

"objectType = "Software Models.Stooges"


Answers:
author: Eugenio Onofre
body: Hi [@Aaron Lee](/t5/user/viewprofilepage/user-id/5372096)

Although I do not have access to your data, I will try to suggest some steps:

* Ensure the "Software Model" object type has an attribute that is a select list with the values "Larry", "Moe", and "Curly".
* Understand the structure of the "License" object type and how it's meant to reference the "Software Model" attributes.
* AQL typically queries objects and their attributes, not individual attribute values directly.
* The query `"objectType = "Software Models.Stooges"` is incorrect because it tries to reference an attribute value as an object type.
* Instead, your AQL should query the "Software Model" objects and retrieve the desired attribute.
* If you need to filter "Software Model" objects based on the select list value (like showing only those with "Larry"), you'll need a more complex AQL query.
  * For example: `objectType = "Software Model" AND attribute = "Larry"`, where `attribute` is the actual name of the select list attribute in the "Software Model".

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I move an entire asset library from a cloud sandbox to a cloud production environment?
Asked by Josh Fletcher:

My organization has created a fairly robust asset library in our cloud sandbox environment with thousands of items and thousands of object links between thousands of items.

I need to move the entire asset database - not just an individual asset type at a time (as this scrubs object links off in the process).


Answers:
author: Eugenio Onofre
body: Hi [@Josh Fletcher](/t5/user/viewprofilepage/user-id/5401636)

Welcome to the Atlassian Community!  
Migrating an entire asset database from a sandbox environment to another environment in Atlassian Assets, especially with thousands of items and intricate object links, is a significant task. The challenge is to move all data and maintain the relationships between objects intact. Here's a general approach to tackle this migration:

* **Cloud Site Export** : If your assets are part of a Jira Cloud instance, you might consider using Atlassian's site export and import feature. This allows you to export your entire site (including Jira projects and Atlassian Assets data) and then import it into another cloud site.
  * **Maintain Relationships**: This method should preserve the relationships between assets, as you're moving the entire dataset, not just individual asset types.
* **API Export/Import**: If the site export/import is not feasible, you could use the Atlassian Assets API to export and import the data. You might need to write custom scripts that use the API to extract all assets and their relationships from the sandbox and then import them into the new environment.

Another approach would be checking the Atlassian Marketplace for any third-party tools that specialize in migrating Atlassian Assets data. Some tools offer more advanced features for maintaining relationships between objects.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Josh Fletcher
body: We wound up doing it with Python through the API which worked acceptably well.


author: Samina S_
body: Hi Josh - Are you able to please share more details on the script you used for this ? Thanks


author: Klara Bras
body: [@Josh Fletcher](/t5/user/viewprofilepage/user-id/5401636) Hi, could you please share with us more information about the script?


Tags: cloud

jira-service-management

jira-service-management-cloud
Number of agents in the Data Center trial version
Asked by Roblox Foxxx:

Hi all,

Our team would like to install Jira Service Management Data Center from scratch. Initially, only a small team (10 agents) will be involved in testing, configuration, etc. Will the trial license cover our initial demand or will we have to subscribe to a full license?


Answers:
author: Joseph Chung Yin
body: [@Roblox Foxxx](/t5/user/viewprofilepage/user-id/5385774) -

For JSM (Data Center) trial, is free for 30 days. However once the 30 days are passed, then you will need to purchase. At minimum, the lowest level of agent licenses is set at 50 agents as there are no setup for just for 10 agents.

Please review the following reference link - <https://www.atlassian.com/software/jira/service-management/pricing?tab=data-center-new>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Roblox Foxxx
body: That's a great help, thanks Joseph.


Tags: data-center

jira-service-management

jira-service-management-server

licence

server
"Chat Channel" field not showing on Details section of Incident support ticket? any ideas why?
Asked by Paul Min:

Workspace is connected and my jira is connected to my slack but not sure why field is not appearing (im not an admin)

(Chat Channel field is used to create a Slack Channel linking to the issue)

Thanks in advance


Answers:
author: Joseph Chung Yin
body: [@Paul Min](/t5/user/viewprofilepage/user-id/5321861) -

Hi Paul:

Can you provide more details on your ask? Do you have issues where the Chat Channel field is displayed in the view issue via the project UI?

You will need to contact your Jira admin/project admin for assistance on the field display configurations since you mention that you are not an admin.

Once we receive your updates, we will be able to further assist.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Paul Min
body: Hi Joseph,

So the Chat Channel field (for Slack) appears on some Service Requests and some Incidents but not sure why it is not showing up consistently for all issues

I contacted my Jira Admin and they said they couldn't find a field named "Chat Channel" - bit confused as to what I can do towards getting this field showing for all issues

Kind regards,

Paul


author: Joseph Chung Yin
body: [@Paul Min](/t5/user/viewprofilepage/user-id/5321861) -

Please work with Jira admins to determine if the Chat configuration is setup for all request types are setup. Here is a reference link - <https://support.atlassian.com/jira-service-management-cloud/docs/manage-chat-settings/>

Also, take a look at this reference link - <https://support.atlassian.com/jira-service-management-cloud/docs/create-a-chat-channel-from-an-incident/>

Hope this helps.

Best, Joseph


author: Paul Min
body: Hi Joseph

Thanks for these links.

So I managed to work out what it is. The Chat Channel field will only appear after the issue if FIRST assigned to an assignee (then click refresh)

The more you know..

Thanks again

Paul


author: Joseph Chung Yin
body: [@Paul Min](/t5/user/viewprofilepage/user-id/5321861) -

Great. If my information helped you, please click on "Accept answer" when you have a chance, so others with similar asks will see this posting as an answered ask.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Microsoft Teams Channel Creation
Asked by Rus Yates-Aylott:

We have explored using automation to post webhook updates to a pre-defined MS Teams channel. This works well.  

We also have JSM/Teams integration which allows us to crate messages or meetings in Teams from within a JSM case.  

Ideally, however, we would like to create a new MS Teams channel within an existing Team from within a ticket. Example:

An MS Team called 'War Room' exists. a new incident case is raised in JSM. When we take action in JSM, we want a sub-channel creating underneath 'War Room' explicitly for that incident.  

Does anyone know of a way that can be achieved either manually (from with JSM) or via automation trigger?


Answers:
author: Gabriel Rodrigues
body: Hi [@Rus Yates-Aylott](/t5/user/viewprofilepage/user-id/5306962)

According to Microsoft documentation, the Microsoft Graph REST API allows you to automate the creation of a channel within a team. Refer to the documentation [here](https://learn.microsoft.com/en-us/graph/api/channel-post?view=graph-rest-1.0&tabs=http)for details on the HTTP request. In Jira automation, you can use the 'Send web request' action to reproduce this request. Ensure proper authorization and accurately fill the request body for successful execution.

comments: author: Rus Yates-Aylott
body: Hi Gabriel,

I followed the rather convoluted MS process for creating a web request. I had to create an app entry in Entra.

I called this Jira Service Management. It provided me with:  
Tenant ID  
Client ID  
and then I created a Secret Key.  
I took these 3 pieces of information and using the supplied CURL code I pasted this into an online curl processor which gave me an Authorization code.  

I used this in the Authorization header as bearer \<value\>  

Everything in the Jira Automation looks as it should but I am getting this error:  
***Access token has expired or is not yet valid***   
Do you have any thoughts on where I can start looking for the reason?


Tags: cloud

jira-service-management

jira-service-management-cloud
Assist Raise Request Feature is not using 2nd context for custom field
Asked by Deanna Vazquez:

I created a second context for the Urgency custom field that is tailored for our team. That second context is only used on our project board and request form. Everything works fine when a user submits a form through the help portal.

Some users have found that they are able to Raise a Request on the Slack Assist app home page. When they select our form to fill out via the Slack Assist app home page, the urgency field shows the FIRST original Urgency context so when users fill out this form, it does not submit and they receive this error message: **Your request could not be created. Please check the fields have been correctly filled in. Please provide a value for requiring field "Urgency"**

I am not sure how to get the second context to populate in the Slack Assist app request form how it does in the help portal.

Correct Context that should be shown:

![Screenshot 2024-01-09 at 9.34.31 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/299680iE0ACC67DABC9D4DE/image-size/large?v=v2&px=999 "Screenshot 2024-01-09 at 9.34.31 AM.png")

Incorrect context populating in Slack request form:

![Screenshot 2024-01-09 at 9.35.24 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/299681i55FFB0A0C8A90823/image-size/large?v=v2&px=999 "Screenshot 2024-01-09 at 9.35.24 AM.png")


Answers:
author: Eugenio Onofre
body: Hi [@Deanna Vazquez](/t5/user/viewprofilepage/user-id/5359225)

The issue you're encountering suggests a discrepancy between how the Jira Service Management (JSM) fields are integrated with Slack and how they're set up in Jira itself.

You need to ensure that:

1. The second context of the 'Urgency' field is properly configured in Jira. It should be associated only with your project and issue types.
2. The field scheme associated with your project is correctly applying the second context of the 'Urgency' field.

In case both settings are correct, you may need to raise a Support Ticket at <https://support.atlassian.com> for further investigation.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud