youngmon/atlassian-qna huggingface dataset:
JSM e-mail automatically changes the subject
Asked by Christian Mahlknecht:

Hello everyone,

In one of my JSM projects, the subject of our email is defined as follows: ${issue.key} ${issue.summary}

Our partners have their own ticket systems, which automatically add their own ticket number to the subject of the JSM mail. However, when we reply again, their added ticket number is automatically removed from the subject line and only our subject line appears in the email as defined. As a result, the matching of tickets from our partner no longer works, as the subject will be automatically reset.

Is there a setting or change that allows the ticket subject to be changed and not reset?

Thanks

best regards

Christian


Answers:
author: Sam Bartolome
body: Hi [@Christian Mahlknecht](/t5/user/viewprofilepage/user-id/4178046)

Welcome to the Atlassian Community.

I imagine you may have an automation that sets the summary of tickets. Can you check if the automation is set to check for creation and update events?

It seems to me that it should be set as Creation only and you also have it as Update. This means that when you create an issues, the summary is created as expected and then your partners updates accordingly. However is update event is set to trigger again as as the ticket has been updated by your partner, it will update the ticket again with the original summary.

This is just a supposition. You can check on the ticket's history to see when the new change is triggered and by who, then start troubleshooting

Sam

comments: author: Marc - Devoteam
body: Hi [@Christian Mahlknecht](/t5/user/viewprofilepage/user-id/4178046)

Welcome to the community.

This is as expected, as the summary of your Jira issue is still the same and this is set as the subject of your email together with the key.

You would need to look into automation, if the replied email is stored as a comment.

You would need, based on a comment trigger, get part of the comment and add that to the summary of the Jira issue.

Then when you reply the subject can be equal.


Tags: cloud

jira-service-management

jira-service-management-cloud
Customers replies to emails for a ticket - keeps adding all (R) all previous history
Asked by Dave:

Any ideas on how to stop this from happening?  

Happening with one Customer (one person)  

I've had several problems with the one customer replying to notes on tickets   

Last ticket.  

1 - Signature block pics x 2 and WFH table in their emails - I did have it sorted by able to remove it / hide it from the reply using a JIRA setting, - it was repeatedly adding these pics as attachments, that I'd have to manually delete especially with the 120 max attachments- it has appeared to have come back.

2 - The customer appeared to reply to the ticket, (unsure how they replied) I received the update in my outlook- on going to JSM Ito look at the comment further it wasn't in there.  

To keep the history of correspondence I clicked on the forward the email, copied and pasted into the ticket as an external note, adding that it was pasted from an email received.  

3 - The Customer has since sent a couple of updates to the ticket where all previous email replies are included in the reply.  

I've coached the customer to reply via the portal.  

<br />


Answers:
author: Mark Higgins
body: Hi [@Dave](/t5/user/viewprofilepage/user-id/3929795)

That's a weird one, given that its a single person?

Just a couple of thinkgs that may help.

1. Are they changing the subject at all when the reply and

2. Are you sure they are replying and not creating a new email, or forwarding the email back?

If their signature, is not behaving like others in the organisation, then sounds like they have an issue on their end. It may look the same, but again, its possible its not.

Hope that helps

Mark

comments: author: Dave
body: Hi Mark,  

Thanks for the advice, I'll check it out tomorrow,  

Unfortunately it is one POC I deal with it was several but just one now.  

With you having said para 1 -  

I know the Customer has to have a word in the Subject line to get an email to the outside world - so it could be that and our Jira created subject line will not have that in it when sent.  

My gut feeling is that they could be forwarding an old email again and again with new information each time, which also includes a previous rely.  

I've also attempted to get the Customer to log into the portal to raise tickets and add comments etc but it's a little too much for them.  

<br />

Para 2 their signature block has   

Company logo  
WFH table Days and Office with pics   
and one other picture  

They have all started to re appear in the persons last couple of replies building up to the 120 max attachments.  

From memory the Jira Setting I used was to disregard information after the persons name, so if they have started to forward an old email it may miss this info.  

Other Customers replies on different projects are functioning as expected.  

Once again thank you for taking the time to reply - it has given me information to work with.   

<br />


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Customers
Asked by Matheus Fran?a:

Hello Community! I have a situation that has left me a little confused. My environment has a policy configured for my domain and therefore uses SAML, but for clients who only access the portal and are not from my domain, do they apply the external user policy? Do I need to manually include their emails?


Answers:
author: Kris Dewachter
body: Hi [@Matheus Fran?a](/t5/user/viewprofilepage/user-id/3546345) ,

Are you using Atlassian Guard ? If so, you can configure multiple Authentication policies. You can decide per user to which authentication policy a user is assigned.

You can setup an authentication policy without SAML, and assign your customers there.

Best regards,

Kris


Tags: cloud

customers

jira-service-management

jira-service-management-cloud
How to change the Feedback Widget background color?
Asked by Sandra Hall:

The Feedback Widget background color seems to have changed from white to transparent. How can I change it back to white?


Answers:
author: Fabian Lim
body: Hi [@Sandra Hall](/t5/user/viewprofilepage/user-id/5362147)

You will probably have to change it to the #FFFFFF colour code. Details can be found here: <https://www.youtube.com/watch?v=qmxgL5xb_bk>

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Form data to Google Sheets
Asked by Bobby Arvanitakis:

As Jira forms are submitted, I want a copy of the form data sent to Google Sheets. That's it.

Tried the Jira Cloud for Sheets addon in Google Sheets, but I can't for the life of me figure out how to export any form data, not even using customfields (can't even find them using \<sitename\>.atlassian.net/rest/api/2/issue/\<issueid\>?expand=names).


Answers:
author: Mikael Sandberg
body: You can either download the form answers manually in xlsx format, or you can use the REST API for forms to get the answers. You can find the documentation for the API [here](https://developer.atlassian.com/cloud/forms/rest/intro/#about).


author: Josh_Unito
body: You can sync JSM issues to Google Sheets with Unito. So if the form details are in an issue, you can then replicate it as a spreadsheet row with 2-way updates (so any changes on either end appear in the other). Here's a guide on [how to sync Jira Service Management + Google Sheets](https://bit.ly/ATL-JiraGoogleSheetsGuide).

comments: author: Mikael Sandberg
body: The question is about Forms, does Unito sync form answers to Google? If not then Unito is not an option.


author: Joseph Chung Yin
body: [@Bobby Arvanitakis](/t5/user/viewprofilepage/user-id/5519516) -

I agreed with [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) suggestion. To supplement their response, please note that FORM's elements (if they are not mapped to actual Jira/JSM issue fields), those elements are exclusively reside in the FORM which are associated with your issues if you setup issue creation using FORMs.

I have to say that my experience of using FORMS REST APIs are not easy and straight forward.

Hope this also helps.

Best, Joseph Chung Yin


author: Samuel Gatica
body: Hi [@Bobby Arvanitakis](/t5/user/viewprofilepage/user-id/5519516)

The easiest way is using the Jira Cloud for Sheets addon in Google Sheets.

1. Create a Filter in your Jira instance with all the fields that you want ti import to Google Sheet.
2. Connect your Jira instance with Jira Cloud for Sheets
   3. Get issues from Jira selecting thee Import Type "Filter"  
   ![Screenshot_3.png](https://community.atlassian.com/t5/image/serverpage/image-id/340116i9B92AFECB01C86AD/image-size/large?v=v2&px=999 "Screenshot_3.png")  
   Hope this helps!  
   Best regards  
   Sam


Tags: cloud

forms

jira-service-management

jira-service-management-cloud
Error plugin jira misc custom fields in jira "An assortment of Custom Fields for Atlassian Jira"
Asked by Daniel:

Error when check plugin jira misc custom fields in jira like this "An assortment of Custom Fields for Atlassian Jira".

My Jira service using 5.12

My plugin Jira misc custom field using 2.3.2


Answers:
author: Bhanu
body: Hi [@Daniel](/t5/user/viewprofilepage/user-id/1687352)

Please check for the app updates and try updating it. Disable and reenable the app.

Can you provide some details on when the error is happening?

<br />

Try reaching out to the add-on vendor as well, you can get their information from the support section on the marketplace listing.   

They should be able to help.

comments: author: Daniel
body: Hi [@Bhanu](/t5/user/viewprofilepage/user-id/1830377)

interesting, the only problem is that I can't upload the JMCF plugin because the upload button is no longer in the latest version, how can I do it?


Tags: jira-misc-custom-fields

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

jmcf

plugin

server
How do I use Backlog Prioritization score in Jira automation?
Asked by Sarit Ashtar:

Hi,

I'm using Backlog Prioritization plugin.

I would like to perform some action every time the "Score" field is updating via the plugin, using Jira automation.

I'm using "Field value changed" as a trigger, but it seems that Jira automation does catch the trigger when "Score" field is being change view the Backlog Prioritization plugin.

Any idea how to resolve this?


Answers:
author: Andy Tran
body: [@Sarit Ashtar](/t5/user/viewprofilepage/user-id/5089917) were you ever able to figure this out? I'm attempting to message the app creator support group but ran across your post.

comments: author: Andy Tran
body: Disregard


author: Sarit Ashtar
body: [@Andy Tran](/t5/user/viewprofilepage/user-id/5105865) hi Andy. unfortunately, no. seems like the "Score" field does not trigger the "Field value changed" in Jira automation.

Instead, I have created a regular custom field called "Priority Score", and a daily automation which checks the value of both fields.

In case they are different, it means someone changed the "Score", so I copy the new "Score" into "Priority Score"

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/342884i47E201594B73F6A4/image-size/large?v=v2&px=999 "image.png")


author: Andy Tran
body: Thank you for the feedback.


author: Bill Sheboy
body: Hi [@Sarit Ashtar](/t5/user/viewprofilepage/user-id/5089917) -- Welcome to the Atlassian Community!

First thing: as you are using a marketplace addon and asking about automation rules, I suggest checking the vendor's documentation to learn what is supported. Some addons have calculated fields which may not be accessible from rules.

Whilst waiting for an answer from the vendor, you can try this how-to article to learn if a field has a supported smart value for rules, and the exact name to use: <https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>

Next...for your trigger: some custom fields are not listed for the Issue Field Updated trigger. In that case, please try the generic Issue Updated trigger and then use the {{changelog}} values for your field to determine if the {fromString}} and {{toString}} differ, as that would indicate the field was updated.

Kind regards,  
Bill


Tags: backlog

cloud
Can I add variables to the Summary field for current month/year by utilizing Jira automation?
Asked by Jonathan Smith:

I am looking to replace "The Scheduler" with Jira Automation, however the business utilizes variables in their Summary field to generate the current month and year beside the summary's text.

Example: Publish Accrual Report monthly metrics - **${createdDate.month} ${createdDate.year}**

Can variables be scripted in Jira Automation in the summary field?

Cheers!

Jonathan


Answers:
author: Darryl Lee
body: Hi [@Jonathan Smith](/t5/user/viewprofilepage/user-id/1194895) -

This is definitely possible.
>
> ```
> Publish Accrual Report monthly metrics - {{now.format("MMMM yyyy")}}
> ```

(Edited after realizing that 1) I missed a closing parenthesis, and that 2) Jonathan actually wanted the current date, not the issue creation date.)

comments: author: Darryl Lee
body: That should return:  
Publish Accrual Report monthly metrics - November 2022  
If you want to abbreviate the month, you can go with "MMM yyyy"  
A good reference is here:  
[Jira smart values - date and time](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/)


author: Jonathan Smith
body: [@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322)

Thank you for the quick feedback. I've tried inserting that code into the summary field but am getting the following error:

Create Issue

Error rendering smart-values when executing this rule:  
Failed to get value for issue.created.format("MMMM yyyy": Publish Accrual Report monthly metrics - {{issue.created.format("MMMM yyyy"}}

Suggestions?

![x.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/227924i2A94CD2CF785422C/image-size/large?v=v2&px=999 "x.jpg")


author: Darryl Lee
body: Ah, I missed a closing parentheses! Sorry!  
>
> ```
> {{issue.created.format("MMMM yyyy")}}
> ```


author: Jonathan Smith
body: [@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322) The rule doesn't fail or show errors, but the date information does not display after the summary. **(Again, I appreciate your assistance here.. it's a learning curve.)**

![y.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/227934i3DD8AEABFA8479C4/image-size/large?v=v2&px=999 "y.jpg")


author: Darryl Lee
body: I'm an idiot. You wanted the **current** date, not the issue's date. That would be:

```
{{now.format("MMMM yyyy")}}
```


author: Jonathan Smith
body: BINGO! Thank you so much!


author: Darryl Lee
body: Great! I'm going to edit my original answer so people don't need to dig through all my mistakes.
Rule for 3 days before a sprint ends
Asked by Erwin Traas:

Hi,

I'm rather new..

I want to automate a mail to the team 3 days before a sprint ends, Reminding them.

I see some things with sprints started, creator or ended, i also see some questions out there with the same issue telling this is in development.

Please assist

Regards

Erwin


Answers:
author: Bill Sheboy
body: Hi [@Erwin Traas](/t5/user/viewprofilepage/user-id/5088519) -- Welcome to the Atlassian Community!

What problem are you trying to solve by doing this? What do you want to remind the team of with this email? If there is something not happening when expected perhaps a team discussion could help address this.

And, when teams use the Scrum framework, they have a daily scrum (i.e. stand-up). What do you think of just reminding them during the stand-up?

To your specific question: if your sprints start on a consistent cadence (e.g. every 2 weeks), have you considered using a Scheduled Trigger rule on that cadence?

Kind regards,  
Bill
How to automate an email when issue is FIRST assigned
Asked by Suzanne Green:

I want to send an email when the issue is assigned for the first time only. When the ticket goes from unassigned to assigned.

Most automation triggers are going to resend the email (action) every time the assignee changes. I only want it to occur the first time when it goes from unassigned to assigned.


Answers:
author: Bill Sheboy
body: Hi [@Suzanne Green](/t5/user/viewprofilepage/user-id/5087340) -- Welcome to the Atlassian Community!

There are at least two ways to do this, depending on this question: do you expect issues ever to be unassigned after first assigned?

If the answer is "no", using the issue assigned trigger, you could use a condition to check change log and only proceed if the "from" value was unassigned (i.e. empty).

If the answer is "yes", you need a way to preserve/save that the email was sent. That could be done with a comment, custom field, or issue property. Once the value is set a condition could be used to check before proceeding. This method isn't tamperproof either, as the indicator could be altered too. I believe the only tamperproof way is to call the REST API and check the history to confirm the assignee has not been set previously.

Kind regards,  
Bill

comments: author: Suzanne Green
body: Answer is "No" and your solution sounds like what I am after.

However I am VERY new to Jira. Do I use a issue filed condition, in which case it doesn't seem to have or accept or do I use a JQL condition, in which case what string do I use?

{{changelog.assignee.from}}


author: Bill Sheboy
body: Please try the Issue Assigned trigger, and try the fromString with change log. "from" will be the entire object and that may be more difficult to compare to

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--changelog-->

So the rule could be something like this:

* trigger: issue assigned
* advanced compare condition: checking if {{#changelog.assignee}}{{fromString}}{{/}} is empty
* action: send your email


author: Suzanne Green
body: Thank you very much that's perfect.

And that answers so many follow up questions I had such as "are the changelog created by default or do I need to make them".


author: Lynne Ratcliffe
body: In your JQL can you add "assignee is empty" as one of the conditions?

comments: author: Lynne Ratcliffe
body: Or assignee = unassigned


author: Suzanne Green
body: Thank you for your response. The trigger is the value of assignee changes and therefore the assignee is not empty or unassigned at that stage.  
I can't find a way to make the trigger from unassigned to assigned.
Assets Automation
Asked by Roberto Rio Branco Mory:

Good afternoon friends!

Do you have any example of automation with asset editing![Screenshot_1.png](https://community.atlassian.com/t5/image/serverpage/image-id/227339iB43DEC95CB954A0D/image-size/large?v=v2&px=999 "Screenshot_1.png")


Answers:
author: Roberto Rio Branco Mory
body: Bom dia, Comunidade  
Encontrei automa??o, n?o est? dentro das op??es de recursos, mas dentro da op??o de a??es do item. Mas muito obrigado pela resposta.  
![Screenshot_2.png](https://community.atlassian.com/t5/image/serverpage/image-id/227429i26729D251FB09FBF/image-size/large?v=v2&px=999 "Screenshot_2.png")E me desculpe se eu soar duro, eu estou usando o Google Tradutor
Is there a way to retrive the user name who changed the ticket status ?
Asked by Yasser Lahiby:

I made a notificaton in jira automation to notify me in slack if is there any new tickets in my column as a QA Engineer as the below:

{{issue.UserEvent}} has sent {{issue.key}} ticket for test in "Project Name"

All worked fine, but the first object didn't worked as the following message came to me:

"has sent DE-2086 ticket for test in Doso erp"

I tryed to use .curentUser(), .wacher, and .UserEvent but non worked.

if anyone can help me with it please, Thanks


Answers:
author: Hamza Chundrigar
body: Hi [@Yasser Lahiby](/t5/user/viewprofilepage/user-id/5086896)

Welcome to the community.

Try this instead:

```
{{initiator.displayName}}
```

comments: author: Yasser Lahiby
body: Thanks very much, I appreciate your quick answer, and finally it's worked.

"**Abdurrahman Hasan** has DE-1643 Ready for test in Doso erp"

Thanks again


author: Hamza Chundrigar
body: No problem, glad to hear that!


author: William Jordan
body: retrive a specific user name


Tags: cloud

jira-software
Can we trigger automation based on the Custom field value??
Asked by Srikanth Vemuluri:

We have a Custom field "Due Date". Need to send an notification email on date basis using automation on due date. Any suggestions for this??


Answers:
author: Jack Brickey
body: You can use a scheduled trigger that runs daily and then a condition that checks your date field and if it returns true or false, depending on your needs, then you can execute the sent email action action. Give it a go and come back with any findings where you might need help.

comments: author: Srikanth Vemuluri
body: Hello [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)   

It worked nicely for me. I scheduled an automation and wrote the JQL as Date matches to endoftheday() .


author: Alex Koxaras _Relational_
body: Hi [@Srikanth Vemuluri](/t5/user/viewprofilepage/user-id/4636631)

You can also use subscription filter (<https://www.atlassian.com/blog/jira-software/jql-the-most-flexible-way-to-search-jira-3-of-4>) using a JQL that satisfy your condition. You can then select a group of people to send emails for the results of the issues.


Tags: cloud
Trying to trigger a JAVA automation through AIO TEST
Asked by Random User:

Hey guys, nice to meet you.  
I am working on a JAVA automation aplication and i would like to trigger it from the AIO TEST tool provided by JIRA  

![image.png](/t5/image/serverpage/image-id/226779iA0949302E8BA91B6/image-size/large?v=v2&px=999 "image.png")

How can i call my .java application from AIO TEST and save the results?  
Could you please clear my mind?  

Thanks!


Answers:
author: Niharika_AIO_Tests
body: Hi [@Random User](/t5/user/viewprofilepage/user-id/5084152) ,

[AIO Tests](https://marketplace.atlassian.com/apps/1222843/aio-tests-test-management-for-jira) allows you to report your test results from your automated test executions via the below options:

1. inbuilt [integrations](https://aioreports.atlassian.net/wiki/spaces/ATDoc/pages/390332530/Test+Automation) for frameworks (for java, testng and Junit are supported)

2. AIO REST APIs

3. [Jenkins plugin](https://plugins.jenkins.io/aio-tests/)

The AIO Tests App gives you an easy way to reach out to support from the Contact Us button in the top nav of the app - highlighted below:

![ContactUs.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/226913i35E4D7E9DD3FC6DA/image-size/large?v=v2&px=999 "ContactUs.jpg")

Alternatively, you can reach out to AIO Tests Support at help@aioreports.com or via our [support portal](https://aioreports.atlassian.net/servicedesk/customer/portal/10) for further queries or [schedule a demo](https://calendly.com/aio-tests/30min?month=2022-10) with us and we would be happy to demo the automation options to you.

Regards,  
Niharika \[ AIO Tests Team \]


author: Bill Sheboy
body: Hi [@Random User](/t5/user/viewprofilepage/user-id/5084152) -- Welcome to the Atlassian Community!

I believe "AIO Tests" is a Jira addon app from the marketplace, and not provided by Atlassian. Please work with your site admin to contact that vendor here for support:

[https://marketplace.atlassian.com/apps/1222843/aio-tests-all-in-one-test-management-for-jira?tab=support\&hosting=cloud](https://marketplace.atlassian.com/apps/1222843/aio-tests-all-in-one-test-management-for-jira?tab=support&hosting=cloud)

Kind regards,  
Bill


Tags: aio-reports

cloud

java