youngmon/atlassian-qna huggingface dataset:
How to present a duration (in seconds) stored in a BIGINT in the format "hh:mm:ss"?
Asked by Jo?o Pedro Gomes Ramalho:

I've already tried modifying the query to fetch the data using SQLite with something like this:  
printf('%02d:%02d:%02d', AVG(time_in_status) / 3600, (AVG(time_in_status) % 3600) / 60, AVG(time_in_status) % 60)  

but without much success.  

I'm using Atlassian Datalake/Analytics to try to display this duration.  
Has anybody already went through this process? I'm open to suggestions :)


Answers:
author: Pears Whims
body: Hi [@Jo?o Pedro Gomes Ramalho](/t5/user/viewprofilepage/user-id/5580673) ,

Can You please try one of those approaches, and let me know if any of them work.

**strftime**

SQL lite can support a built-in function strftime:

```
SELECT
strftime('%H:%M:%S', AVG(time_in_status), 'unixepoch') AS formatted_duration
FROM your_table;
```

**casting**

Your original query may not be working exactly due to casting issues. Consider using explicit casting

```
SELECT
printf('%02d:%02d:%02d',
CAST(AVG(time_in_status) AS INTEGER) / 3600,
(CAST(AVG(time_in_status) AS INTEGER) % 3600) / 60,
CAST(AVG(time_in_status) AS INTEGER) % 60
) AS formatted_duration
FROM your_table;
```

In case of any issues, may You please provide a test value for the timestamp as well as the error message?

Thank You!

Pears.

comments: author: Pears Whims
body: Hello, [@Jo?o Pedro Gomes Ramalho](/t5/user/viewprofilepage/user-id/5580673) .

May you please let me know if the solution help You to progress on Your case?

Best of luck,  
Pears.


Tags: cloud

jira-service-management

jira-service-management-cloud
FR: Can't **keep Form in Request type** when changes are made to Form
Asked by Marta:

Hello,

it appears that every time I make a change to a Form, it gets automatically deleted from the requests type(s) it's embedded in.

This is really annoying and doesn't make sense, because I'm only improving the form so that it looks better/fulfills our needs better in the request that it's embebbed in....... since I'm finishing up the set up for our Support Portal now (upcoming launch), I'm constantly making changes to the forms and it's very time consuming and annoying to have to go back into every request type config to add the forms again.

I've been able to repro with several forms and different request types. Same result.

Please fix this bug soon...


Answers:
author: Andy Heinzer
body: Hi,

I created a support request on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1038034>


Tags: cloud

jira-service-management

jira-service-management-cloud
Having trouble creating a component in Jira.
Asked by Adrienne Wright:

Having trouble creating a component in Jira.


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

If it is a Company-managed project, you must be a Project Administrator to create Components. If it is a Team-managed project, Components are not yet available.

<https://jira.atlassian.com/browse/JSWCLOUD-17601>


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-work-management
How to add custom field on Customer Portal
Asked by Muhammad Ali Khan:

I have created a custom field "Created By" in JIRA Service Management. Now I want this field to appear in Customer portal so that Customer can see that who created a particular ticket![Created By.PNG](/t5/image/serverpage/image-id/344761iB069F223ED10C425/image-size/large?v=v2&px=999 "Created By.PNG")


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

Please follow the below document to update the columns.

<https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-columns-in-your-customers-requests-list/>

**FYI.., Currently, you can only choose from a list of predefined columns and cannot add custom columns to the requests list.**

**![Screenshot 2024-08-30 181740.png](https://community.atlassian.com/t5/image/serverpage/image-id/344784iBE37968C8960F0AB/image-size/large?v=v2&px=999 "Screenshot 2024-08-30 181740.png")**


author: Anandhi Arumugam
body: Hi [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324) You need to go to the Project settings and add the field to the respective request type. If you want the field to be visible on all Request forms used by the customer, you need to add the field to each Request type.

<https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/>

Just out of curiosity, can I ask what this field does? You can use the Raise request on behalf of (already available on all request types) to choose a reporter.

Hope this helps!


author: Elitsa Velikova _Nemetschek Bulgaria_
body: Hi [@Muhammad Ali Khan](/t5/user/viewprofilepage/user-id/5460324) ,

This is not possible out-of-the box. If you are open to use addons, you can check our app [Advanced Portal Reports.](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview) With it you can show customers on the portal any Jira field, incl. custom fields, SLAs, etc. It also has advanced search options and Excel export with a very simple UI.

Cheers,

Elitsa


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation problems
Asked by Sarah Cristina Bizewski:

Good morning

I have a question about automations. I've created an automation to open a new ticket in another project when the status changes. As for that, everything is ok. The issue occurs when I change the automation agent to "user who triggered the event". Since the user who triggers the event only has access to the triggering project, I have an error "Could not find the metadata created for the project/ID type --". However, I have other automations in other projects with the same context, and that work perfectly. Would it be some specific configuration of the project?

Best regards


Answers:
author: John Funk
body: Hi Sarah,

Can you please share you entire rule here? It will be easier to troubleshoot. But, yes, the user who is the Actor for the rule must have the Create issues permission in the target project.

comments: author: John Funk
body: What types of projects are you using? Are the both Company-managed? Team-managed? One of each?


author: Manoj Gangwar
body: Hi [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034) ,

I think the actor does not have permission to create the Jira issues on that particular project. Please check the user access in the project role and check the permission scheme.


author: Anandhi Arumugam
body: Hi [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034) Please check the permission scheme on the project where the issue is created. If the user who triggers the Automation is Automation for Jira or someone else, please see if they have permissions to create issue in the target project. Hope this helps!

comments: author: Sarah Cristina Bizewski
body: Good morning, how are you?

I reviewed the project permissions with issues in relation to the project I have success, and both are the same.


author: Anandhi Arumugam
body: [@Sarah Cristina Bizewski](/t5/user/viewprofilepage/user-id/5530034) If the permissions are the same, then could you please check the Issue type for the Issue to be created? Is it configured to be 'Same issue type'? If so, please ignore that and select a proper issue type name from the drop down and test the rule.

Ref:

<https://confluence.atlassian.com/jirakb/automation-error-could-not-find-create-meta-data-for-project-typeid-1271695139.html>


author: Sarah Cristina Bizewski
body: Boa tarde, Anandhi, tudo bem?

<br />

Eu verifiquei a refer?ncia e minhas configura??es s?o as mesmas.

Aqui est? uma captura de tela.

![Screenshot_66.png](https://community.atlassian.com/t5/image/serverpage/image-id/344833iD26D50BD418B7790/image-size/large?v=v2&px=999 "Screenshot_66.png")![Screenshot_65.png](https://community.atlassian.com/t5/image/serverpage/image-id/344834i8B08125E6CC30D5C/image-size/large?v=v2&px=999 "Screenshot_65.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Customise ticket in agent slack channel
Asked by Adrian Tacaciu:

I need to customise ticket in agent slack channel. I want the tickets to show a field but I can't figure out how. Either under or over Request type or next to reporter or next to Assignee.

![Screenshot 2024-08-30 at 12.22.45.png](https://community.atlassian.com/t5/image/serverpage/image-id/344760i537B4105DECB95FB/image-size/large?v=v2&px=999 "Screenshot 2024-08-30 at 12.22.45.png")


Answers:
author: Bruna Silva
body: Hello [@Adrian Tacaciu](/t5/user/viewprofilepage/user-id/4433292),

Thank you for reaching out to Atlassian Community!

Allow me to share with you that when using the [Jira Service Management Chat](https://support.atlassian.com/jira-service-management-cloud/docs/receive-and-manage-requests-in-chat/) integration for Slack, in the **Agent channel** , there is an option to **Expand** the request card so the agent can view more fields.

You can see more details about this option in the following document:

* [Explaining the behavior of the Expand card in Assist](https://confluence.atlassian.com/jirakb/explaining-the-behavior-of-the-expand-card-in-assist-1417150538.html)

If you have any other questions regarding this matter, please let us know.

comments: author: Adrian Tacaciu
body: Hello Bruna,

I am aware of the expand button and what it does. But my agents were wondering if there was a way to show that field right away. It would help them a lot


author: Bruna Silva
body: Hey Adrian,  
Thank you for the clarification!

At the moment, it isn't possible to configure the default fields shown on the card. However, we understand that this functionality would be helpful, so we have an open feature request asking for this ability, as you can see below:

* [Assist - Ability to configure the default fields shown for agent cards in Slack.](https://jira.atlassian.com/browse/JSDCLOUD-14671)

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the feature moving forward.


author: Adrian Tacaciu
body: I see,

Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
Organizational field shows content only when typing
Asked by adam:

Hi guys,

if you open the Organization list field (in the normal jira issue view, not in die portal view), you do not see a selectable entry or "No matches" is even displayed. Only when you start to enter the first letter of the organization name in this project does the entry appear. Is this a bug?


Answers:
author: Dexter de Vera
body: Hi [@adam](/t5/user/viewprofilepage/user-id/5448277) ,

No, Sad to say you would need to enter a character to search all available organizations in the project based on the data you entered.

Thank you.

comments: author: adam
body: Hi [@Dexter de Vera](/t5/user/viewprofilepage/user-id/4657717)

In my opinion, this is a bug and should be fixed. Or what do you think?


Tags: jira

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

organization
Creating and Linking Issues using webhooks
Asked by Brandon Catlett:

Hello, Community!

Cloud CI and I am venturing more into Data Center and running into a blocker with creating and linking an issue using webhook.

Following the documentation on REST and have read through the following:

[How to use REST API to add issue links in JIRA issues \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-use-rest-api-to-add-issue-links-in-jira-issues-939932271.html)

Will these need to be two separate hooks? Or how would I be able to use the webhook to send the Issue Data while also including some Custom Data to drive the linking?

The desired result would be an issue in JSM transition triggers an issue creation and linking in Jira Software on a different domain.

Thanks ahead of time!


Answers:
author: Benjamin
body: HI [@Brandon Catlett](/t5/user/viewprofilepage/user-id/5359410) ,

Welcome.

You may. want to consider Jira automation. Sounds like something that can be done with this approach. See documentation below:

<https://confluence.atlassian.com/jirakb/working-with-incoming-webhook-data-in-automation-for-jira-1125878776.html>

I'm not sure about using issue linking to a totally different JIra instance. You may want to test this out manually first.


Tags: data-center

jira-service-management

jira-service-management-data-center
Returning to Jira Service Management
Asked by Henrik Notlev:

Hi.  
We have previously been using Service Management from Jira, but shiftet to another solution. That turned out to be a bad move.

Now I'm trying to get back into a trial with our old domain, but that does not work.  
I cant seem to get contact to technical support for this issue, so can anyone from Atlassian monitoring this forum put me in direct contact with a supporter?


Answers:
author: Andy Heinzer
body: Hi [@Henrik Notlev](/t5/user/viewprofilepage/user-id/5580350)

I can see that your account is a technical contact for this site, but you are not listed as a site-admin. One of the site-admins does share your email domain of this account. But it's username has a format of

jirauser\[2letter Country code\]@example.\[2letter Country code\]

Perhaps this can help you to determine the correct email address of the site-admin account. But if not, then I'd recommend creating a support ticket and selecting the My Account option. This will route your [request to our customer advocate team](https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account) that should be better able to help disclose more info to you over a private channel instead.


author: Benjamin
body: Hi [@Henrik Notlev](/t5/user/viewprofilepage/user-id/5580350) ,

Welcome. Should be able to raise a support ticket through here:

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

If another organization has taken that domain, you won't be able to use it. If that's the case, you may need to consider another.

-Ben


author: Walter Buggenhout
body: Hi [@Henrik Notlev](/t5/user/viewprofilepage/user-id/5580350) and welcome to the Community!

How long ago did you abandon JSM? And when you try to start a new trial, do you get a message that your domain is not available, or is it something else?

I'll flag your question here for someone from Atlassian to have a look in the meantime.


Tags: cloud

jira-service-management

jira-service-management-cloud
Remove portal registered user emails from customers list
Asked by Jonathan Lee:

I have users with the same email that are Atlassian managed user and have also in the past registered an account through the portal customer. How does one delete the portal users so only the Atlassian managed user for a specific email exists?


Answers:
author: Walter Buggenhout
body: Hi [@Jonathan Lee](/t5/user/viewprofilepage/user-id/5580211) and welcome to the Community!

There is a documented procedure to migrate portal only accounts with Atlassian accounts that you can find through [this support article](https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/).

Merging the accounts is important to ensure people will still be able to view their old requests in the portal.

Hope this helps!

comments: author: John Funk
body: Just did this with a user this week - it works very well.


author: Jonathan Lee
body: Thank you, it worked flawlessly!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to clear the calculated value of a SLA
Asked by Paul Wilkinson:

Hi

I need to clear the calculated value of a SLA when an event occurs (i.e. when a ticket is commented). I mean ++clear++ NOT ++restart++ from where it was paused.

I tried this in groovy:

*issue.setFieldValue("customfield_xxxxx","" ) where xxxxx is the SLA customfield*

but, although the returned value by *issue.getAsString("customfield_xxxxx")* is null, the value of the SLA is not recalculated in the Issue.

Can anyone suggest a solution?

Thanks

Paul


Answers:
author: Anandhi Arumugam
body: Hi [@Paul Wilkinson](/t5/user/viewprofilepage/user-id/3740350)

Have you tried this API endpoint?

    https://<instance_name>.atlassian.net/rest/servicedesk/1/servicedesk/sla/admin/task/destructive/reconstruct?force=true

Please refer to the documentation <https://confluence.atlassian.com/jirakb/how-to-use-automation-to-recalculate-sla-on-a-specific-issue-subset-of-issues-1255455124.html>

Hope this helps!

comments: author: Paul Wilkinson
body: Thanks,

We are using DataCenter, not Cloud.

How can we make it work in DataCenter

Thanks again

Paul


author: Paul Wilkinson
body: Hi

I found a simple solution:

* Stop the SLA (by satisfying a STOP condition)
* Start the SLA (by satisfying a START condition)

The Time could is automatically restarted the The cycles are even counted.

Thanks

Paul


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server

sla
Changing the notification sender name
Asked by bduncan:

Notifications in our instance that are sent from the system account email address jira@domain.memins.net but the Message Sender name is giving attribution to a specific employee. Who has been deactivated in all Atlassian products.

How is this system account named and where can it be modified?


Answers:
author: bduncan
body: This worked for me:

[Custom sender names](https://community.atlassian.com/t5/Jira-Service-Management-articles/Announcing-Custom-Sender-Names-for-Jira-Service-Management/ba-p/2023833)


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
How to auto invite users to portal when they email in?
Asked by Matt:

As above, when a customer emails into the helpdesk for the first time, we would like an invite to the portal be sent out automatically.

When a new user emails in I can see the status set to "invited" but the user does not get an invite email.

TIA


Answers:
author: Shikha Verma
body: Hi [@Matt](/t5/user/viewprofilepage/user-id/5579957), Welcome to the community!  
Please check **Customer Permissions:** Anyone can email the service desk or raise a request" is enabled or open. **Check Notification Settings:** Customer-invited notification is enabled**Check if the User is Invited:** Go to User management to see if the user status is "Invited". If so, Resend the Invitation**Automation Rules:**You can also try automation for the same.


Tags: cloud

jira-service-management

jira-service-management-cloud
Who can give me access to Jira Administrator?
Asked by Benito Weinstein:

I currently lead de Service Desk in my company. I am site-admin but I can't edit worflows or variables in Jira Service Managment. I tried with one of the Jira-Admin, but when he tried the message he got was the one in the pic. Who is the one that needs to give me permission?

![image (51).png](https://community.atlassian.com/t5/image/serverpage/image-id/344621i153D3EB4EE6052F9/image-dimensions/209x210?v=v2 "image (51).png")


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

Go to Settings \> User Management

Then click on Products in the top menu.

You should see the list of products now. There is one called Jira Administration. Click the 3 dots menu to the right side and choose Manage Users.

If you add yourself to that group of users, then you will be a Jira Admin and can make those changes you desire.


author: Christopher Yen
body: Hi [@Benito Weinstein](/t5/user/viewprofilepage/user-id/5579942) welcome. If you're site-admin you may be able to add yourself in the people section of the Jira Service Management project as project administrator which should allow you to edit the workflows.


author: Robert DaSilva - Adaptavist
body: Hi, [@Benito Weinstein;](#) your Jira Administrator should be able to help you. Here is the Atlassian documentation on updating product access, but the goal is to be granted "Jira Product Admin". This will permit you to modify workflows, statuses, custom fields, etc.

<https://support.atlassian.com/user-management/docs/give-users-admin-permissions/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Delete a page when an updated/copied version of the page is created
Asked by Nikita Aurora:

Hi Community,

I've built a manual trigger on confluence which when runs, creates a copy of that page on another space with the latest date. However, what I want is that as soon as this copy is created the older versions of that page with older dates should get deleted/archived. I'm trying to create a rule but not sure on what comparison values should I use to compare both the pages to retain the one with the latest date. Right now, the page title is {{content.title}} - {{now.shortDate}} which gives the name of the page with the latest date. Can someone please guide?


Answers:
author: Luiz Ricardo Pereira da Silva
body: Hello [@Nikita Aurora](/t5/user/viewprofilepage/user-id/4078601)  
Using the Action Variable can help you.  

Try creating a variable containing the page title **{{page.title}}:
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303201i188D89D6CD732E26/image-size/large?v=v2&px=999 "image.png")** A second variable containing the date of first publication **{{page.dateFirstPublished}}** or the date of last update **{{page.dateLastUpdated}}:** ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303202iDB75108F5A2394F6/image-size/large?v=v2&px=999 "image.png")  
This will save the information from the triggered page.  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303203i6E2B563A2D8BBA0E/image-size/large?v=v2&px=999 "image.png")  
After copying the page, create other variables to store the information from the copied page:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303207i2301528C4D2DA857/image-size/large?v=v2&px=999 "image.png")  
Use the {{smart values}} condition:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303210iC8ADF5A07D4D1C08/image-size/large?v=v2&px=999 "image.png")  
First value = **{{date}}**  
Condition **less than**  
Second value = {**{copydate}**}  
Create an Advanced branching with the date value of the triggered page:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303211i7A79C72D5A7D0DCB/image-size/large?v=v2&px=999 "image.png")  
Finish by inserting the delete page or archive page action within the Branch:  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303212i158DCAAB233717DF/image-size/large?v=v2&px=999 "image.png")  
In the testing stage of this automation rule, I used the Log Action action to check whether the values were being stored correctly in the variables.  
To confirm that each variable is returning a value, simply use Log Action with the name of the variable inside.  
This will bring the values of each one to the audit log of the execution.  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303213i49C61F8B951C92A3/image-size/large?v=v2&px=999 "image.png")  

<br />

<br />

<br />

**Hope I helped you!**