youngmon/atlassian-qna huggingface dataset:
Clockwork
Asked by Melissa McCabe:

For anyone using the clockwork app in Jira Service Management, do you know how to generate a report or search for tickets that have NO clockwork entries? I'm trying to find any tickets that have not been billed basically. Thanks!


Answers:
author: Anusha A
body: Hi Melissa,

Welcome to Atlassian community and thanks for your question.

When I check about the pricing in marketplace I notice below -

Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) on the same instance, you pay the 50-user price for apps. You can check out more details from pricing FAQ's -

* [https://marketplace.atlassian.com/apps/1219213/clockwork-pro-jira-time-tracking-automated-timesheets?hosting=cloud\&tab=pricing](https://marketplace.atlassian.com/apps/1219213/clockwork-pro-jira-time-tracking-automated-timesheets?hosting=cloud&tab=pricing)

That being said, if you want to identify which tickets include clockwise and which do not, you can review the [reports](https://docs.herocoders.com/clockwork/reports) and contact the vendor directly:

* [Email vendor](mailto:support@herocoders.com)
* [Submit a support request](https://herocoders.atlassian.net/servicedesk/customer/portals)

I understand Time tracking report is natively not available in Jira Service Management reports. However, we understand that this functionality would be very helpful, so we have an open feature request with status "future consideration", as you can see below:

* [Include Time Tracking Report in JSM projects](https://jira.atlassian.com/browse/JSDCLOUD-2942)

We encourage you to add yourself as a watcher of the feature request ticket to follow up on its progress, hit the "Vote for this issue" button, and provide any feedback you might have on the comment section (make sure you're logged into the system).

Hope the above information is helpful to you, Have a great day ahead!

Regards,

Anusha A


author: Gracjan Weso?owski _HeroCoders_
body: Hi [@Melissa McCabe](/t5/user/viewprofilepage/user-id/5489002)

My name is Gracjan, and I'm Customer Succcess Expert at HeroCoders, the team behind [Clockwork app.](https://marketplace.atlassian.com/apps/1219213/clockwork-pro-jira-time-tracking-automated-timesheets?hosting=cloud&tab=overview)

Please be informed that for now, our Timesheet reports do not display tickets that have no time logged, but you can use JQL - **timespent is EMPTY** to display tickets that have no worklogs(no time logged).

Let me know if that's enough for you!

Cheers!

Gracjan

comments: author: Melissa McCabe
body: Worked, thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Knowledge base articles visible in the customer portal
Asked by Benjamin Buchwald:

Hello everyone,

we are using Jira Service Management and want to create some knowledge base articles for our customers.

Now I found out that some of our articles are visible in our portal forms. (screenshot attached)

How can I disable this? Not every article is displayed, but I can't find the difference?

Kind regards,

Benjamin


Answers:
author: Benjamin Buchwald
body: ![kb.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/346558i8A54A5C3C02A2939/image-size/large?v=v2&px=999 "kb.JPG")


Tags: cloud

jira-service-management

jira-service-management-cloud
Copy form from parent ticket
Asked by Harish Sharma:

In the scenario where there is a ticket that then with the help of automation clones two tickets now these two tickets are getting duplicated but there is the main ticket which has a form attached to it I want that form to get attached to the two cloned tickets  

How do I do that?


Answers:
author: Harish Sharma
body: ![Test .png](https://community.atlassian.com/t5/image/serverpage/image-id/346537iACFE4E6D791F6A8B/image-size/large?v=v2&px=999 "Test .png")

Hi [@Manoj Gangwar](/t5/user/viewprofilepage/user-id/4484987)   

This is the automation I have created. How can we change this according to your reply.

comments: author: Manoj Gangwar
body: You can change copy from to parent then test


author: Harish Sharma
body: I did. But it clones in the parent ticket itself. I want the form to be visible on the Cloned ticket


author: Manoj Gangwar
body: You can add a branch and then copy form from parent or trigger issue


author: Manoj Gangwar
body: Hi [@Harish Sharma](/t5/user/viewprofilepage/user-id/5588692) ,

Welcome to the Atlassian Community!

You can create an automation rule similar like below-

![test1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/346536iF0498CE1BFC1E0C1/image-size/large?v=v2&px=999 "test1.PNG")


Tags: cloud

jira-service-management

jira-service-management-cloud
JIRA Error 503
Asked by Tri Yuli Fatmawati:

Dear Team,

Hi Good Evening,

I have problem jira service management with URL <https://plnbatubara.atlassian.net/jira/your-work> problem as below

![Screenshot 2024-09-10 171033.png](https://community.atlassian.com/t5/image/serverpage/image-id/346518iD1432339ADE3B9B7/image-size/large?v=v2&px=999 "Screenshot 2024-09-10 171033.png")

Best Regards,

Tri Yuli Fatmawati


Answers:
author: Jack Brickey
body: Hi [@Tri Yuli Fatmawati](/t5/user/viewprofilepage/user-id/5588608) , do you know that the site is still in good standing? Has it been working recently? Can you try the below url?

<https://plnbatubara.atlassian.net/jira/projects?selectedProjectType=service_desk>

comments: author: Jack Brickey
body: BTW, both links work for me so likely a temporary issue.


author: Cristian IONESCU
body: Hi Tri,

A 503 error in Jira Service Management typically indicates that the server is temporarily unavailable. This can be due to various reasons such as maintenance, overloading, or network issues.

You can try:

-Clear Browser Cache and Cookies

-Check Your Internet Connection

-Check Atlassian Status Page

-Contact Atlassian Support

Hope this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Permission to create services
Asked by Faroek Sweet:

Hello Atlassian Community,

I would like to know if there's any way to restrict the people who are able to make 'services' in Jira Service Management.

I've not seen a specific permission setting in the permission schemes for this purpose.

Thank you for your help in advance.

Kind regards,

Faroek


Answers:
author: John Funk
body: Hi Faroek,

It appears that any user on the project will be able to create the service. You will need to submit a request to Atlassian if you think that needs to be changed.

<https://support.atlassian.com/contact/#/>


Tags: cloud

jira-service-management

jira-service-management-cloud
I want to notify when the status is improved to THROTTLED in JIRA automation.
Asked by koutarou ishibashi:

Is there a way to notice when THROTTLED status is resolved after it has occurred in JIRA automation?


Answers:
author: Bill Sheboy
body: Hi [@koutarou ishibashi](/t5/user/viewprofilepage/user-id/5308713)

I suspect the answer is, "no".

There are many ways throttling can occur, some of which are caused by errors on the Atlassian side and so out of customer control. I recommend (based on your [earlier question about detecting *throttling has happened*](https://community.atlassian.com/t5/Automation-questions/I-want-to-notice-before-the-status-goes-to-THROTTLED-in-JIRA/qaq-p/2638268)) that once you detect throttling, actively check the global automation logs until you are certain the situation has resolved.

Kind regards,  
Bill
How can you create a weekly report and send it every Monday
Asked by Adam Abela:

To send each Monday at 10 AM  
An overview of  
- How many tasks are overdue and by who  
- How many tasks are pending and by who  
- How many tasks are not assigned  
- How many tasks do not have a due date  
- How many tasks were closed last week and by who


Answers:
author: Darryl Lee
body: Hi [@Adam Abela](/t5/user/viewprofilepage/user-id/5451737) - over to the right of this post are some related posts, some of which contain great starting points to answer your question. (I kind of wish the software that runs this site would surface those \*BEFORE\* people post.)

At any rate, these ones look good:

* [Send weekly report of issues with current status](https://community.atlassian.com/t5/Jira-Software-questions/Send-weekly-report-of-issues-with-current-status/qaq-p/2410453)  
  Automation Rule - you could start with this and then add additional
* [\*Send weekly mail per assignee with issue list](https://community.atlassian.com/t5/Jira-Software-questions/Send-weekly-mail-per-assignee-with-issue-list/qaq-p/2236051)  
  Issue Filter with Subscription

But yeah, there's an official Atlassian document with an example of how to do this for ONE Lookup query:

* [Run a rule against issues in bulk](https://confluence.atlassian.com/automation/bulk-handling-of-issues-993924653.html#smart-value-changes)

I think the difficulty you may run into is being able to process MULTIPLE Lookup queries, because there is only ONE **{{#lookupIssues}}** Smart Value.

However it looks like this might be possible by assigning that as a value in a Lookup Table, as described by the venerable [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) here:

* [Is it possible to use multiple lookup issues in the same automation rule?](https://community.atlassian.com/t5/Jira-Software-questions/Is-it-possible-to-use-multiple-lookup-issues-in-the-same/qaq-p/2494712#M686180)
I want to notice before the status goes to THROTTLED in JIRA automation
Asked by koutarou ishibashi:

The following Automation service limits are causing the status to be "THROTTLED.

Daily processing time  
60 min per 12 hrs

BEFORE THE STATUS BECOMES THROTTLED. Is there a way to notice it with JIRA functions, such as sending an email?


Answers:
author: Bill Sheboy
body: Hi [@koutarou ishibashi](/t5/user/viewprofilepage/user-id/5308713)

You can try adding a global scope rule, with the Service Limit Breached trigger to notify at various thresholds. We used that at my last position to notify the site admins of problems like run-away rules, etc.

As throttling is often caused by a bad rule design, broken assumption, or mis-use case for automation, you may also need to be proactive and regularly review the global automation performance insights to observe the site behavior.

Kind regards,  
Bill

comments: author: koutarou ishibashi
body: Thank you.  
It seems like with that method, we can accomplish what we want to do.


author: Susanna Babayan
body: Hi Koutarou! do you mean to send an email when the status gets changed to "THROTTLED"?

comments: author: koutarou ishibashi
body: I want to detect before it becomes 'THROTTLED'

For example, if it becomes 'THROTTLED' at 100%  
I'd like to know if there's a feature to send an email at 80%
display the estimated time on parent task level
Asked by Vilmos Varszegi:

Hello Community,

I am looking for the right settings to display the estimated time as in the screenshot on subtask level.  
(The screenshot in dark mode is my view that I would like to expand as it is shown in the light screenshot).

However, the screenshot where the times are displayed is from a backlog.  
I would also like to display these at parent task level.

Do you have a solution for me?  
Thank you Vilmos

![sum original time estimates from Jira sub-tasks.png](https://community.atlassian.com/t5/image/serverpage/image-id/311342i229FECFC884576B8/image-size/large?v=v2&px=999 "sum original time estimates from Jira sub-tasks.png")![no_estimate time_Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/311341iD8EB6F948B13B02D/image-size/large?v=v2&px=999 "no_estimate time_Jira.png")


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Vilmos Varszegi](/t5/user/viewprofilepage/user-id/5290552)

in default Jira you cannot change the "Sub-Task"-List View in an issue. So you will only ever see Issue Type, ID, Summary, Prio, Assignee and Status.

comments: author: Vilmos Varszegi
body: Hello [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395)

what do you mean by "default Jira"?  
In my case, it is a software project.  
Timetracking (checkbox "Include Subtask") is also set for me.  
What is different in the first screenshot?


author: Rebekka Heilmann _viadee_
body: Default = Plain = Jira with no Marketplace Apps installed

It is simply different views.

The Backlog is part of a Board, which is highly configurable. That includes how times are estimated and also what you see in the detail view, cards etc.

The Subtask-List in the "normal" issue view has nothing to do with Boards. It is not configurable and always only shows the details that you see in your screenshot.

An explanation could be the following: One issue, and also one Sub-Task, can be part of several Boards, where different time tracking metrics might be used. One might use hours, another might use T-Shirt sizes.  
To accomodate all that in the "normal" issue view (which has nothing to do with the Board view), Jira would have to include all possible metrics, which is an endless list, as there can be additional custom fields. Hence, the Sub-Task List only shows "general" info.


author: David Friedrich
body: The first screen is a Scrum board, where your estimated times on tasks, stories etc are added up.  
The second screen is an issue view displaying the issue's sub-tasks. Usually sub-tasks can not be estimated. And as [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) already said you can not change the information displayed here.
Automation to Trigger alert in MS Teams
Asked by Akanksha:

I'm setting up an automation in Confluence to trigger an alert on a specific MS Teams channel whenever a specific page has been updated. I've successfully triggered the alert in MS Teams, but I also want to highlight the updated content in my message to provide some context to the team members on what has changed. Is there a smart value for the latest updated content that I can use? Here's what I have so far:

The content of the Confluence page "{{page.title}}" has been updated by {{initiator.fullName}}.

Please see {{page.url}} for updates.

Here is what has changed -

*{{Insert smart value}}*


Answers:
author: Collista Lewingdon
body: Maybe see if the following smart values would work?

The content of the Confluence page "{{page.title}}" has been updated by {{initiator.fullName}}.

Please see {{page.url}} for updates.

Here is what has changed -

{{changes.summary}}


Tags: integration

msteams
How to assign the sub task ticket to particular user automatically based on Parent Ticket Status
Asked by Prabhu Chilukuri:

Hi Team,

We would like know that, Is there a way to assign the sub task ticket to particular user automatically based on Parent Ticket Status?


Answers:
author: GNarsimhagowda - Empyra
body: Hi [@Prabhu Chilukuri](/t5/user/viewprofilepage/user-id/3414934)

This can be acheived by automation.

Thanks.

comments: author: Prabhu Chilukuri
body: Hi [@GNarsimhagowda - Empyra](/t5/user/viewprofilepage/user-id/5393239) ,

Could you please share the steps?

Thanks!


author: GNarsimhagowda - Empyra
body: Hi [@Prabhu Chilukuri](/t5/user/viewprofilepage/user-id/3414934)

This is the automation I have used and it is working for me, You can add conditions based on your requirement

![2024-03-11_15h04_57.png](https://community.atlassian.com/t5/image/serverpage/image-id/311272iB52987F901461B0C/image-size/large?v=v2&px=999 "2024-03-11_15h04_57.png")
Approvals field shows up in CREATE issue
Asked by Andrew Madar:

I have several approvals through my workflow. Each step has it's own unique approval field. When an issue is created, the approval fields show up randomly placed in the CREATE issue.

Is there a way to hide them or position them to the bottom?


Answers:
author: Asha Goyal
body: Hello [@Andrew Madar](/t5/user/viewprofilepage/user-id/5447775)

Are you using the Jira service management? If yes, you can check the order of the field in request form, and there you will also get the option to hide the field.

If raising the request internally, You could check your create issue screen for the order of the fields and what fields to show while creating issue and if needed create and associate separate screens for create/edit/view issue as per your requirement.

Kindly accept this answer if it helps.

Regards

Asha

comments: author: Andrew Madar
body: I am using Jira Cloud. I found an end-user solution by clicking on the 3 dots upper right after clicking the create button, but I need an admin solution to set the fields visible when you click on the blue CREATE button. Any suggestions?
Automation - New Subtasks get the same parent status
Asked by Abir Brahem:

Hello,

When we create a subtask, we need to put the same parent's status.

For example:

1. Parent status is **Open** =\> The new subtask will get **Open** status

2. Parent status is **To_Do** =\> The new subtask will get **To_Do** status

Thank you in adavance,


Answers:
author: John Funk
body: Hi Abir - Welcome to the Atlassian Community!

I believe you are looking for an automation rule like the following:

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/311145i0692A824282C546F/image-size/large?v=v2&px=999 "Screenshot.png")

comments: author: Abir Brahem
body: Hi John,

Thank you for your response, this is could resolve the half of the cases.

The second half, is when parent has **In_Progress** Status, so the chid will take the same, which is not necessary the right one.

If there isn't a solution, I will use it :D

Thank you,


author: John Funk
body: I don't fully understand your second scenario. Can you describe it in more detail? Also, it is probable that you will need a second rule for that since the trigger that causes the rule to fire would be different.


author: Abir Brahem
body: Hello John,

When++Create Issue++

If type is ++subtask++

If parent status is in(**Open** , **ToDo**) {

Then Subtask status get ++Parent's Status++

}Else{

Then Subtask status is **ToDo**

}


author: John Funk
body: You should be able to just add the IF/ELSE at the end of the rule above and walk through it.


author: Fabian Lim
body: Hi [@Abir Brahem](/t5/user/viewprofilepage/user-id/5436278)

Welcome to the community!

Here is a video that shows you how to use jira automation to parents and sub-tasks sync: <https://youtu.be/DcPYrw-Puus?si=4BlyDmVZFSL38TIl>

You will have to modify the automation to update the subtasks status when the parent ticket changes.

Regards,

Fabian


Tags: jira-cloud
How to prevent Agents from deleting an attached Form in a JIRA ticket ?
Asked by Syed Mohammad Arshad:

Hi Team,

**Background:**

I wanted the Service Desk Agents to mandatorily fill a form when they perform an Impact Assessment for a ticket. I was able to add a validator in the transition that *"All the attached Forms need to be submitted"* before transitioning and I enforced the form such that the form gets automatically added to the issue.

**Problem Statement:**

The agent is able to edit the form in the ticket and fill it and thereafter he can submit it also.

However there is also an option to *"Delete the form"*which the agent can perform.

I want to remove this delete option from the form in the ticket so that once attached, no ne can delete it from the ticket.

I am not able to find any related properties in "*Permissions"* settings.

Please help on this !!


Answers:
author: GNarsimhagowda - Empyra
body: HI [@Syed Mohammad Arshad](/t5/user/viewprofilepage/user-id/5446801) ,

Try turning of the option "Keep this form open for edits" and "lock this form once submitted" in the form settings hope this helps.

![2024-03-07_12h45_21.png](https://community.atlassian.com/t5/image/serverpage/image-id/310699iE2E726E4BDAD3E6B/image-size/large?v=v2&px=999 "2024-03-07_12h45_21.png")

Thanks.


author: Syed Mohammad Arshad
body: Please advice.


author: Syed Mohammad Arshad
body: A prompt response will be of great help as it is a security issue in a key process at our end.
How can I update a Single Select Custom Field using an Automation?
Asked by John Izquierdo:

Hi,

I have a Microsoft Form that creates a ticket in Jira. From there I have an automation set up to grab the data from the issue description and place it in various custom fields. I have no issues setting the values to date picker and single-line/paragraph custom fields, the only issue is with single select fields.

I'm using the .match() smart-value function to accomplish this.

++Example of the issue **Description**:++

***First Name: John***

***Last Name: Smith***

***Company: Smith \& John, LLC.***

++Example++ ++of a value in the Automation for the custom field, **First Name**:++

***{{issue.description.match("\^First Name: \*(.\*)")}}***

The above works fine because it's updating a text field. When I try the same concept for a single-select field it doesn't do anything and automation has an error. I tried the JSON below.

*{*   
*"fields": {*   
*"customfield_11299": {"value": "**{{issue.description.match("\^Company: \*(.\*)")}}**"}*   
*}*   
*}*

But I get the error, "**(Specify a valid value for Company (customfield_11299))**"

I've even tried,

*{*   
*"fields": {*   
*"customfield_11299": {"value": "**{{issue.description.match("\^Company: \*(.\*)").toJsonString}}**"}*   
*}*   
*}*

Then I get an error, "Invalid JSON".

Please help!


Answers:
author: Mikael Sandberg
body: Make sure you add .trim() to your smart value, I had a similar issue where the field was not set even though the audit log showed that the value was correct. After I added .trim() everything worked.

comments: author: John Izquierdo
body: Thanks, Mikael!


author: Jack Brickey
body: Hi [@John Izquierdo](/t5/user/viewprofilepage/user-id/4993587) , it would be interesting to add a log action to capture the 'value' of Company to see if it matches that of available single select options. If that proves successful I might try using a Variable action to store the value and then use the variable in the edit action.

comments: author: John Izquierdo
body: Thanks [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) ! Log action captured the 'value' which matched the single select option. I'm now able to get it to enter the value into the custom field (after add the .trim(), thank you [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) ).

For reasons we're not using the Jira form (waiting to fully setup Refined since it looks nicer) and not being able to do this was going to add too much manual work for our HR team. Probably TMI but, we're configuring our Onboarding Process in Jira which interacts with 12 different departments and without this I was just adding all the information formatted neatly in a comment for HR to manually update the custom fields - which would not be a fun time for them.

I do have another question, similar issue. How would I select the options for a multi-select custom field from the description? Below is an example of what the 'value' looks like in the description.

***\["dual monitors","docking station","keyboard","mouse"\]***


Tags: json

smart-value