youngmon/atlassian-qna huggingface dataset:
How can i send attachments from Jira to Servicenow?
Asked by Gloriana Aguirre Ruiz:

I want to send attachments between Jira Opsgeine and Servicenow incidents. Is it possible?

Thanks


Answers:
author: Vronik
body: Hi

Look at this

<https://community.atlassian.com/t5/Jira-questions/Upload-attachment-to-JIRA-using-REST-API-from-ServiceNow/qaq-p/2023698>

[https://support.servicenow.com/kb?id=kb_article_view\&sysparm_article=KB0860542](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0860542)


Tags: cloud

opsgenie

opsgenie-cloud
how to use quickly a comment for creating a confluence page in knowledge base
Asked by Andr? Matzke:

Hello,

I have a well articulated comment with a very good description of the solution, with that I want to generate right away a confluence page in the knowledge database..

How can I do this "smoothly".

I cannot find any mentioning in any documentation how this could be done.

Actually I am confused. I find tons of docs how to setup the knowledge database but theres way to less documentation how to fill it "smoothly".

BR,

Andre


Answers:
author: Kris Dewachter
body: HI [@Andr? Matzke](/t5/user/viewprofilepage/user-id/5227247) ,

Welcome to the Community.

You can not generate a KB article from a comment.

Within the JSM ticket detail, you have the option to create a new article directly, but you have to copy/paste the information.

![Screenshot 2024-08-05 at 15.47.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/339998i99B82DCEBE35EBCE/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 at 15.47.25.png")

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Email Attachment
Asked by Mar Angelo L_ Tareno:

Is there a way that the attachment file of ticket can attach/add to email for approval? so the approver can view the file thru email.


Answers:
author: Fabian Lim
body: Hi [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

This is what you are looking for: <https://confluence.atlassian.com/jirakb/how-to-send-jsm-form-pdfs-as-an-email-attachment-to-specific-users-using-automation-1167830111.html>

You need to use JSM Forms and Jira automation.

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create automation on the form
Asked by RAMCEL MAGNAYE:

i want to create automation based on the answered on the form.

example

location ?

- option 1

- option 2

i want to create automation which auto assign the resolver group , if user select option 1 it will automatically send to the assigned technician and if user select option 2 it will automatically send to the different assigned technician.

how to call the form field on the automation and also how to call the answer in automation

like :

form 1 = option 1


Answers:
author: Christopher Yen
body: Hi [@RAMCEL MAGNAYE](/t5/user/viewprofilepage/user-id/5482981) , welcome to the community. I would use the "IF or ELSE: Add conditions options"   

![2024-07-30 19_29_21-Rule builder - Automation - Service Desk - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/339004iB607113D9FE249C4/image-size/large?v=v2&px=999 "2024-07-30 19_29_21-Rule builder - Automation - Service Desk - Jira.png")

if I'm understanding your scenario correctly it would look something like this

![2024-07-30 19_30_37-Rule builder - Automation - Service Desk - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/339005i19E1A79062D819BD/image-size/large?v=v2&px=999 "2024-07-30 19_30_37-Rule builder - Automation - Service Desk - Jira.png")

comments: author: RAMCEL MAGNAYE
body: i think i know it but i dont have knowledge on getting the Question ID on Jira similar to this {{issue.properties."proforma.forms.i1".state.answers.AAA.choices}} smart value of form


author: RAMCEL MAGNAYE
body: [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) i dont know how to call the value of form on the automation


author: RAMCEL MAGNAYE
body: ![jira form.png](https://community.atlassian.com/t5/image/serverpage/image-id/339007iAD5B1CE10BEE7A04/image-size/large?v=v2&px=999 "jira form.png")


author: Christopher Yen
body: [@RAMCEL MAGNAYE](/t5/user/viewprofilepage/user-id/5482981)

Try using this "Issue fields condition", your custom fields should be available from the picker there.

![2024_07_30_21_35_41_Rule_builder_Automation_Service_Desk_Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/339008iAFE3CEB8686ABE53/image-size/large?v=v2&px=999 "2024_07_30_21_35_41_Rule_builder_Automation_Service_Desk_Jira.png")


author: RAMCEL MAGNAYE
body: [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) my form is not reflecting on issue fields condition beside my form have multiple questions and condition

for example i want to call value of my form on automation :

form 1, question 5 answer is equals to option 1

like this , thanks for the help


Tags: cloud

jira-service-management

jira-service-management-cloud
Extract binary/base64 data from atatchment.
Asked by Vijay Dadi:

Hello,

use case : i need to send the binary/base64 data of the attachment to a external system.

I have the file name and I need a way to extract binary/base64 file data using the file name.

is there a way to do it.

TIA

Vijay


Answers:
author: Alain Kovacs
body: Hi [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) ,

My best bet would be to use Scriptrunner. Once you have scriptrunner, you can do a ton of stuff.

At a quick search, I found these two related questions on file manipulation

* <https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Sending-attachments-via-scriptrunner-to-another-application/qaq-p/2213015>
* <https://community.atlassian.com/t5/Jira-questions/How-to-read-a-text-file-attached-to-an-issue-with-scriptrunner/qaq-p/1226865>
* <https://community.atlassian.com/t5/Jira-questions/Jira-Groovy-Script-Runner-get-list-of-attachments-in-a-screen/qaq-p/1619014>


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Create an automation that assigns an issue to a name field in the in the request type.
Asked by Vanessa Scherstrom:

We created a portal in service management for tracking employee leave where they enter in their, name, start/end dates and a drop down menu for the name of their manager. I tried to build an automation where if the Assignee field (in details) was empty for the "request for leave" issues type that it would assign the task the name entered in the "Employee's manger" field. I do not see how to do that in the automation. ![PTO portal.png](/t5/image/serverpage/image-id/338988i97DEB71F78F45D5A/image-size/large?v=v2&px=999 "PTO portal.png")![PTO Assignee details.png](/t5/image/serverpage/image-id/338989iEC1005B6D83EA40E/image-size/large?v=v2&px=999 "PTO Assignee details.png")


Answers:
author: Mikael Sandberg
body: Assuming that the Employee's manager field is a user picker field, the all you would have to do in the automation to set the assignee would be to use the smart value for the manager field like this:

{{issue.Employee's manager}}

Or you can use the custom field Id like this:

{{issue.customfield_XXXXX}}

comments: author: Vanessa Scherstrom
body: When I tried the smart value field it is still giving me errors and not making the assignee the person selected in the from the user picker field. I used the HR Service management template in service management. I don't know what I am doing wrong. I am guessing my automation logic is wrong.


author: Vanessa Scherstrom
body: ![automation logic.png](https://community.atlassian.com/t5/image/serverpage/image-id/339172i9F07F23802D495E7/image-size/large?v=v2&px=999 "automation logic.png")![PTO Manager Field.png](https://community.atlassian.com/t5/image/serverpage/image-id/339173iA1728CDDAD2410BD/image-size/large?v=v2&px=999 "PTO Manager Field.png")


author: Mikael Sandberg
body: What is the value returned for the Managers field? If you add a log action in your automation and set it to {{issue.Manager}} you can verify that it returns the Atlassian Id or not.


author: Adolfo Casari
body: [@Vanessa Scherstrom](/t5/user/viewprofilepage/user-id/5043915)What sort of customfield is Employees manager? I assume is a User Picker.

In that case in your rule you would edit the Assignee field and use the smartvalue for the above customfield.


Tags: cloud

jira-service-management

jira-service-management-cloud
Lookup objects "No objects found" but the query works outside the lookup function
Asked by Mariana Silveira Sales:

Hi, I have an asset custom field named "Reporter's Assets" that is visible on issue view and return the objects correctly.

![Screenshot at Jul 30 17-57-49.png](/t5/image/serverpage/image-id/338982iA5892F17BB6AD953/image-size/large?v=v2&px=999 "Screenshot at Jul 30 17-57-49.png")

The filter scope of the "Report's Assets: Owner.User == ${reporter}

![Screenshot at Jul 30 17-56-27.png](/t5/image/serverpage/image-id/338980i3D6CBB3685AE7B53/image-size/large?v=v2&px=999 "Screenshot at Jul 30 17-56-27.png")

I want to create an automation to fill this field with all objects when the issue is created.

I'm using Lookup Objects with the same AQL: Owner.User == ${reporter}

![Screenshot at Jul 30 18-01-58.png](/t5/image/serverpage/image-id/338983i3F86EEA8595EF8D0/image-size/large?v=v2&px=999 "Screenshot at Jul 30 18-01-58.png")

But I'm having the error "[Lookup objects](https://one-atlas-eooy.atlassian.net/jira/settings/automation#/rule/20828770/498072958) No objects found" which does not make sense to me, since in the issue view the field returns all objects correctly.

![Screenshot at Jul 30 18-02-30.png](/t5/image/serverpage/image-id/338984iAE60B98FEEE75C59/image-size/large?v=v2&px=999 "Screenshot at Jul 30 18-02-30.png")

I've tried a lot of other AQLs but the same error persists. I can't see what I'm doing wrong.


Answers:
author: Adolfo Casari
body: [@Mariana Silveira Sales](/t5/user/viewprofilepage/user-id/4985816)I guess that with your Filter issue Scope definition you don't need any rule, upon issue creation the Reporter Asset(s) should be filled automatically with thos from the issue reporter.

I assume Reporter Asset(s) has an attribute Owner that reference another object type that has a attribute User that is type User.

comments: author: Mariana Silveira Sales
body: Hi [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257)   
The field contains the correct objects from the issue reporter but it is showed as select list options in the field, so I can select or not.  

I want that automation select all the objects for me, then the objects can be easily visualized in the issue view  

![Screenshot at Jul 31 14-43-21.png](https://community.atlassian.com/t5/image/serverpage/image-id/339214iCF501EDE727947E0/image-size/large?v=v2&px=999 "Screenshot at Jul 31 14-43-21.png")![Screenshot at Jul 31 14-43-32.png](https://community.atlassian.com/t5/image/serverpage/image-id/339216i0AE70226843917E8/image-size/large?v=v2&px=999 "Screenshot at Jul 31 14-43-32.png")![Screenshot at Jul 31 14-44-06.png](https://community.atlassian.com/t5/image/serverpage/image-id/339215iB1F47B5036485C9B/image-size/large?v=v2&px=999 "Screenshot at Jul 31 14-44-06.png")


Tags: assets

automation

cloud

jira-service-management

jira-service-management-cloud
Restrict the search bar within a help center
Asked by RR:

I have been creating new help centers to organize the different service desks we have. When testing how it looks with users by logging in as one, I noticed that the search bar will reveal other confluence pages and service desks despite the user i am impersonating not having access to those/being hidden from that help center. When clicking them I am appropriately met with a restricted access but I would like it if those links were never visible to begin with


Answers:
author: Bhanu
body: Here's a discussion from the other community post that can help you get some information on this: <https://community.atlassian.com/t5/Jira-Service-Management/Disabling-the-search-bar-in-a-portal/qaq-p/2505845>


Tags: cloud

jira-service-management

jira-service-management-cloud
How much would the monthly charge be to add 10 new agents to my plan
Asked by Nathan Pearce:

I am looking to expand from the free instance of JSM and was wondering what the monthly cost will be to add 10 more agents to the 3 I have currently?

Regards


Answers:
author: Hans Polder
body: [@Nathan Pearce](/t5/user/viewprofilepage/user-id/5292938)

You can check this out yourself here: <https://www.atlassian.com/software/jira/service-management/pricing>

Use the 'team size' field on the top left to play around with different numbers.


author: Laurie Sciutti
body: Hi [@Nathan Pearce](/t5/user/viewprofilepage/user-id/5292938) and welcome to the Community! You can find that pricing information [here](https://www.atlassian.com/software/jira/service-management/pricing).

comments: author: Nathan Pearce
body: Thanks, just what i needed.


Tags: cloud

jira-service-management

jira-service-management-cloud
Epic not showing up on Plans
Asked by Kelly Davis:

I have a plan setup that shows epic to epic statuses for all of 2024. One of my epics is not showing up on this plan. Just one component filtered, the rest of the filters are clear. The component is matched with the missing epic, it's in the correct date ranges, etc. Why isn't this one showing up? Thanks!!

Also, if I remove the component filter to make is "all", more epics show up but not that missing one.


Answers:
author: Trudy Claspill
body: Hello [@Kelly Davis](/t5/user/viewprofilepage/user-id/5556702)

Welcome to the Atlassian community.

Have you reviewed the Source Data configuration to confirm that the Epic is in scope of that configuration?

comments: author: Kelly Davis
body: Thanks Trudy! It was actually the Exclusions dates that jammed me up. I appreciate your help.


author: Bhanu
body: another possibility is to check if the epic is listed under the Removed Issues section under the Plan settings.

comments: author: Kelly Davis
body: Thanks Bhanu! It was actually the Exclusions dates that jammed me up. I appreciate your help.


author: Bhanu
body: Glad I was able to help and Thank you for accepting the answer [@Kelly Davis](/t5/user/viewprofilepage/user-id/5363492)


Tags: cloud

jira-service-management

jira-service-management-cloud
Help with Assets and JSM Automation
Asked by Matt Sullivan:

Hello - I am trying to create a JSM automation using Assets attribute information. I want to create a new ticket based on the refresh date attribute for Assets (laptops) and add information about the refresh date and serial number in the ticket the automation it creates. I was able to set up the automation to create a ticket based on the refresh date (Asset attribute) but I am having trouble surfacing the serial number attribute in the ticket that was created. I've created custom fields for both Asset attributes as well. Any help would be welcomed!

![Screenshot 2024-07-30 at 10.01.32?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/338868iDA7E39B537DD46D8/image-size/large?v=v2&px=999 "Screenshot 2024-07-30 at 10.01.32?AM.png")![Screenshot 2024-07-30 at 10.01.16?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/338869iF7E4D2B470DA2AD9/image-size/large?v=v2&px=999 "Screenshot 2024-07-30 at 10.01.16?AM.png")![Screenshot 2024-07-30 at 10.01.25?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/338870i53F0D2321737E50F/image-size/large?v=v2&px=999 "Screenshot 2024-07-30 at 10.01.25?AM.png")![Screenshot 2024-07-30 at 10.00.29?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/338871iD9B7DC055823544F/image-size/large?v=v2&px=999 "Screenshot 2024-07-30 at 10.00.29?AM.png")


Answers:
author: Mikael Sandberg
body: Hi [@Matt Sullivan](/t5/user/viewprofilepage/user-id/4647422),

Welcome to Atlassian Community!

In order to set an Asset object field you have to use AQL, so you would have to use something like this "Serial Number" LIKE {{object.Serial Number}} in order to set that field. {{object}} is what is being returned by the AQL branch, and it can return up to 50 objects so make sure that your branch query only return one object.


author: Matt Sullivan
body: Thanks! Not sure what I was doing wrong before, but adding {{object.Serial Number}} in the description got me what I needed. I appreciate your feedback.


Tags: cloud

jira-service-management

jira-service-management-cloud
Groups Available for "Assign To"
Asked by MJCorcoran:

We have several projects, each with a different set of groups they need to assign people to. By default, the group picker in all projects displays groups that have a "\*" prefix. We also have groups that have a "+" prefix, and if you press the + key, they will display in the picker instead. How did the \* get to be the default? And can we filter which groups are available to different projects to select from?


Answers:
author: Hans Polder
body: [@MJCorcoran](/t5/user/viewprofilepage/user-id/4661432)

How many groups with \* do you have, roughly? You can get a 'quick' count by filtering on it in the Group Admin section on admin.atlassian.com and seeing how many pages are there.

In my general experience, the pickers are limited to a certain amount of items, after which it will simply stop showing other entries unless you search for them.

comments: author: MJCorcoran
body: So it looks like you are correct! Jira must see **\*** as the top of an alpha sort and the group picker only displays 20 items. Once I took a few obsolete ones out, I started seeing others showing up at the bottom.

Thanks!


author: Hans Polder
body: Hey,

That's correct. Sorting is first done on non-alphabetical characters (in an order I could not explain, and is actually different on Jira Server, for some reason :D), and only then starts to do so on abc and so forth.

Happy to hear that it's now sorted!


author: MJCorcoran
body: Thanks Hans. Probably a few dozen, but the group picker by default displays only the groups with the \* in front. I don't think it would just happen to run out of room at the bottom of an alphabetical listing of starred entries...but it is Jira. :-)

![GroupList.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/338979i5D1664A3A435EFB7/image-size/large?v=v2&px=999 "GroupList.PNG")


Tags: cloud

jira-service-management

jira-service-management-cloud
Service Managment: Under Requests, use Manage Columns to include Updated Date
Asked by Maralee:

Per the Atlassian team, [Help center portal - how to customize tickets sort,](https://community.atlassian.com/t5/Jira-Service-Management/Help-center-portal-how-to-customize-tickets-sort-viewing-for/qaq-p/1522385) the ***Updated Date*** column should be available from the Customize Columns screen. I do not see this option (as a user with Admin rights), and advice is appreciated.

![image.png](/t5/image/serverpage/image-id/338865i5F258A59A86C7D85/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Walter Buggenhout
body: Hi [@Maralee](/t5/user/viewprofilepage/user-id/3099207) and welcome to the Community!

It seems as if the updated date column has not (yet) been enabled by an administrator. That is something that must be done in JSM product settings first, as described [in this support article](https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-columns-in-your-customers-requests-list/).

Once the field is enabled there, you should be able to also work with it from the portal itself, which is what your screenshot is from.

Hope this helps!

comments: author: Maralee
body: Thank you! I had read that article previously, but was not following them precisely. I was clicking the wrong Manage Columns option:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338894iFDE70BDCEBE93717/image-dimensions/204x250?v=v2 "image.png") --\> ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338896iB7FC0B39226ED389/image-dimensions/130x259?v=v2 "image.png")

Thanks so much


Tags: cloud

jira-service-management

jira-service-management-cloud
Summarize an issue's details using Atlassian Intelligence - by timeline
Asked by Anca ILE:

hello,

Do you know if there will be any update for the IA for this feature : "

Summarize an issue's details using Atlassian Intelligence {#toc-hId--350719243}
-------------------------------------------------------------------------------

We would like to see for the summarize part some dates also.

Is it possible ?

Thanks

best regards,

Anca


Answers:
author: Anca ILE
body: [@Tansu Akdeniz](/t5/user/viewprofilepage/user-id/5242930) - there is no detailes in the pages regarding the dates in the feature Summarize

<https://support.atlassian.com/jira-service-management-cloud/docs/summarize-an-issues-comments-using-atlassian-intelligence/>

i didn't find if the Summarize AI will evolve and include like a timeline with dates of the summary

thanks :)


author: Tansu Akdeniz
body: Hi [@Anca ILE](/t5/user/viewprofilepage/user-id/4747650)

Please check the coming soon AI feature here: [Explore Atlassian Intelligence features](https://support.atlassian.com/organization-administration/docs/understand-atlassian-intelligence-features-in-products/)

You can also see the general [Cloud Roadmap](https://www.atlassian.com/wac/roadmap/cloud?&search=ai) here.

comments: author: Anca ILE
body: thanks :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Editing a workflow
Asked by Nick Conway:

Atlassian makes it sound simple, but it feels far from it. I added options to a workflow not realizing how difficult it would be to remove them. My question is simple - how on earth do you edit a workflow? Atlassian gives zero guidance on this. I understand you need to copy it, but i cant even locate how to do that. I've used this tool for 8 years and something so simple is made so difficult.

I'd provide a photo, but Atlassian won't even let me do that.

Any assistance is greatly appreciated.


Answers:
author: Ingo Volkhausen
body: Hi Nick,  

I assume you are talking about status of a workflow. You can find a how to here.   

[How to delete a status in jira workflow? \| Atlassian Cloud \| Atlassian Documentation](https://confluence.atlassian.com/cloudkb/how-to-delete-a-status-in-jira-workflow-830283095.html)  

I am doing this on a daily base and I can confirm it is somehow confusing.  

Sincerely Ingo  

<br />

comments: author: Nick Conway
body: This is EXACTLY what i needed. Thank you!


author: Mikael Sandberg
body: If you are using the new editor it is much easier to remove statuses, it doesn't require the workflow to be inactive when you do it. The KB [@Ingo Volkhausen](/t5/user/viewprofilepage/user-id/1215887) only applies if you are using the old workflow editor.

comments: author: Ingo Volkhausen
body: Thx Mikael  

and which you can change here :-)  

[Changing your default workflow editor \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/changing-your-default-workflow-editor/)


author: Nick Conway
body: Thank you both!


Tags: cloud

jira-cloud-administration

jira-service-management

jira-service-management-cloud