youngmon/atlassian-qna huggingface dataset:
Automatic approval by authorized user
Asked by Faroek Sweet:

Hello Atlassian Community,

I would like to know if it's possible to automatically approve requests in Jira Service Management when the approval request is made by someone authorized based on their membership in a specific group.

The goal is to have certain approval requests automatically approved if the requester is already part of a predefined group, rather than requiring manual approval and notifications.

Has anyone set up such automation in Jira?

Thanks in advance!


Answers:
author: Shatakshi Mete
body: Hello Faroek,

As per my understanding, it is possible to set up automatic approvals in Jira Service Management based on the requester's group membership. You can create automation rules using Jira's **Automation for Jira** feature. The rule would check if the requester belongs to a specific group, and if they do, the request can be automatically approved without any manual process.

To follow the process, You need to configure the automation to:

1. Trigger when an approval request is created.
2. Check the requester's group.
3. If the requester is in the predefined group, the system automatically approves the request.

This can save time by skipping manual approvals.  

I hope this information is helpful.

comments: author: Faroek Sweet
body: Thank you for your thorough answer, I can continue with this information!


author: Jakub Koc
body: Hi [@Faroek Sweet](/t5/user/viewprofilepage/user-id/5070927)

It's just as easy as it sounds, your automation should look something like this:

![Screenshot 2024-09-19 at 10.54.57.png](https://community.atlassian.com/t5/image/serverpage/image-id/348107i2E49DC644AA29441/image-size/large?v=v2&px=999 "Screenshot 2024-09-19 at 10.54.57.png")

comments: author: Faroek Sweet
body: Thank you for providing the visual.


Tags: cloud

jira-service-management

jira-service-management-cloud
Clone issue multiple times using automation
Asked by Drishti Maharaj:

Hi,

I am not too sure if this is possible but when an issue is created in Project A, and will transition to a specific status in the project, is it possible to create an automation to clone that issue to a different project - however, it would need to clone and create multiple new tickets based on the choices picked in a multi-choice picker field?

Example - ticket created in Project A and the choices in the filed is "System 1" and "System 3" (as per attached image).

![Screenshot 2024-09-19 075913.png](/t5/image/serverpage/image-id/348079i1275DD69B28D7866/image-size/large?v=v2&px=999 "Screenshot 2024-09-19 075913.png")

When this ticket transitions to "In Progress", an automation should kick off to create 2 new tickets in a different project, one for "System 1" and one for "System 3".

Would something like that be possible?

Thanks.


Answers:
author: Jakub Koc
body: Hi [@Drishti Maharaj](/t5/user/viewprofilepage/user-id/4311470)

Yes, this is definitely possible, the automation should look like this:

<br />

<br />

Trigger: Issue Transitioned (to your desired status)

Condition: Check fields value (and make sure it's not empty)

Branch 1 - For Current Issue

Condition: Check if field contains System 1

Action: Clone Issue to Project System 1

Branch 2 - For Current Issue

Condition: Check if field contains System 2

Action: Clone Issue to Project System 2

You can do as many branches you need, if you need more help with that let me know:)

comments: author: Drishti Maharaj
body: Thank you [@Jakub Koc](/t5/user/viewprofilepage/user-id/5446949) - I had attempted this but think I just need to check on adding the condition to make sure the field is not empty and I thought about branches as well! Much appreciated.


author: Clara Belin-Brosseau
body: Hello [@Drishti Maharaj](/t5/user/viewprofilepage/user-id/4311470)

If you're seeking for an easy way to **clone an issue into multiple ones in another project,** I suggest trying our app [Elements Copy \& Sync](https://marketplace.atlassian.com/apps/1211111/elements-copy-sync-clone-jira-issues?tab=overview&hosting=cloud?&utm_source=community&utm_medium=answer&utm_campaign=question_2815994&utm_keyword=CS&utm_vendorID=4952) that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check our guide [here](https://doc.elements-apps.com/copy-and-sync-jira-cloud/create-multiple-issues-based-on-a-template?&utm_source=community&utm_medium=answer&utm_campaign=question_2815994&utm_keyword=CS&utm_vendorID=4952).

The app is compatible with both Automation and Post-functions.

The app is for **free during 30 days** (and it stays free under 10 users).


Tags: cloud

jira-service-management

jira-service-management-cloud
Inform Stakeholder feature
Asked by Hiep_Nguyen:

Hello,

I'm new to Jira. I have seen many organizations have the "Inform Stakeholder" tab under Comments. Ours only has Add Internal Note and Reply to Customer (attached screenshot).

![Capture.JPG](/t5/image/serverpage/image-id/348078iCE48155C14CDF6D0/image-size/large?v=v2&px=999 "Capture.JPG")

I would like to enable the "Inform Stakeholder" tab for our tickets.

Please advise! Thank you in advance!


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

This is a feature of Jira Service Management for Incident Management.

<https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/>

comments: author: Hiep_Nguyen
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) ,

I found the Incident Management feature in my Project Setting

![Capture.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/348228i39493D7C7138A7FF/image-size/large?v=v2&px=999 "Capture.JPG")

Is this what you referred to? I have turned on that feature, but I still don't see "Inform Stakeholder"

Please advise. Thank you!

[@John Funk](/t5/user/viewprofilepage/user-id/7148)


author: John Funk
body: The issue must be related to Incident Management after it is created. You have to turn on Incident Management above, then create an issue against that, then you can see the Inform Stakeholder option. But you will not be able to see it for existing issues that are not related to Incident Management, even if you toggle that on.


Tags: cloud

jira-service-management

jira-service-management-cloud
Reporting how many tickets one enhancement has
Asked by Danielle David:

I'm seeking assistance with managing our enhancements across our Finance division. Currently, we have a central project that encompasses all our enhancement requests. Once an enhancement is approved, the corresponding ticket is duplicated and transferred to a specific project based on the nature of the enhancement. For instance, enhancements related to taxation issues are moved into the Tax project as an epic, to which we then add associated tasks and stories.  
Our goal is to establish a reporting system that allows us to understand the overall impact of each enhancement. Specifically, we want to track the number of epics generated per enhancement, as well as the subsequent stories and tasks created within those epics.  
Could you please advise if there's a way to report on these upstream and downstream flows accurately and efficiently? In Jira without an add-on?  
Thank you for your assistance.


Answers:
author: Danut M _StonikByte_
body: Hi [@Danielle David](/t5/user/viewprofilepage/user-id/4577696),

I think you can achieve this by using the **Two Dimensional Filter Statistics gadget** of Jira.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/348125iD92B08C0F4834DA6/image-size/large?v=v2&px=999 "image.png")

Here is how:

- create a new filter in Jira that returns the Tasks and Stories from you projects and saved it as "Issues under epic". Filter's JQL should be something like this:

*project in (Tax, Finance, ...) and parent is not EMPTY and issuetype IN (Task, Story)*

- add the Two Dimensional Filter Statistics gadget to a dashboard and configure it to use the new filter. At xAxis choose Issue Type and at yAxis choose Parent.

If you need something more advanced, with data split by project or current status, you could also use the **Pivot Table \& Pivot Chart gadget** offered by our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20agile%20stonikbyte) add-on.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/348129i86DD7B37010FCA35/image-size/large?v=v2&px=999 "image.png")

Danut.


Tags: cloud

jira-service-management

jira-service-management-cloud
Language support error
Asked by Anna Nguyen:

Hi every one,

Please help me with this issue

I already set my language preference to be Vietnamese, but the language in Portal and notification email is displayed in English

Although I set up the language is Vietnamese, but when I click on the Profile, the language is English, and when I click "Edit account preferences", then it shows Vietnamese :\|

I do not know what's wrong here, please help me to address this issue

Thanks![1.png](/t5/image/serverpage/image-id/348067i68CEC85DC8029D0B/image-size/large?v=v2&px=999 "1.png")![2.png](/t5/image/serverpage/image-id/348066i9CF95D099CE9A6BB/image-size/large?v=v2&px=999 "2.png")


Answers:
author: Anna Nguyen
body: Can anyone help me address this case?


Tags: cloud

jira-service-management

jira-service-management-cloud
Error: You can't move this issue to this column due to workflow configurations or permissions.
Asked by Ali Moeen:

I am on a board and I am trying to move (drag) an item (it is a bug) from "In progress" to "Resolved"

When I try to do that I get this error:  

<br />

You can't move this issue to this column due to workflow configurations or permissions.

and a toaster at bottom left of the page popes with this message:

**We couldn't update the issue**

We failed to reorder the issue or your admin has restricted how you can move it. Try moving the issue again or move it to a different drop zone.

What does it takes for fix my my setup or the Jita item's setting so that I can drag it from the "IN PROGRESS" to the "RESOLVED" area?


Answers:
author: Trudy Claspill
body: Hello [@Ali Moeen](/t5/user/viewprofilepage/user-id/5590289)

What is the project type for the project whose issue you are trying to move? You can get that information from the Type column on the View All Projects page under the Projects menu.

You will have to contact the Project administrator for the project the issues belongs to, and possibly they will have to contact the Jira Administrators.

The problem could be that you don't have enough permissions in the project, and the Project Admin may be able to fix that.

If it is a Service Management project you will need to be a member of the Service Desk Team role. You also must have a Jira Service Management Agent license allocated to you.

If that is not the problem then it could be an issue in the Workflow. That may require intervention by a Jira Administrator to resolve.


author: Alex Ortiz
body: First, can you transition any other issue? Maybe of a different type? Also, can you transition from a different status into In Progress?

Next:

1) IF you are doing this on a JSM project, do make sure you have a valid JSM license (I'm assuming you do since you can access the project). But, also make sure you are in the Service Desk Team role as Trudy mentioned.

2) The workflow may have an approval step. In which case, if you aren't the approver, Jira won't let you go to the next step.

3) The workflow may have a condition that only allows certain folks to make the transition.

4) Check the project permission to make sure you have the ability to resolve issues.


author: Shawn Doyle - ReleaseTEAM
body: You tagged this as JSM, but I'm kinda smelling this isn't a JSM thing, are you sure you are in JSM and not Jira?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to edit / delete the "Contact us about" - from customer portal
Asked by Dacian Voicu _WoiQ_:

hello,

is this text ("contact us about") from customer portal editable?

![Screenshot 2024-09-18 222058.png](/t5/image/serverpage/image-id/348009i6A9B23BFC51F0345/image-size/large?v=v2&px=999 "Screenshot 2024-09-18 222058.png")

thank you


Answers:
author: Christopher Yen
body: Unfortunately I don't believe this can be changed


Tags: cloud

jira-service-management

jira-service-management-cloud
How to deal with 2 fields with the same name?
Asked by Sintia Pulido Sardi?as:

#### Context: {#toc-hId-373584330}

I am building an automation in a project and am getting the following error code:  
Found multiple fields with the same name and type:  
Start date (com.atlassian.jira.plugin.system.custom field types: date picker)

*** ** * ** ***

#### **Issue:** {#toc-hId--1433870133}

After some digging, I realized we have two Start date fields. One is the "out of the box" option, and the other is a custom field that another team member made for their projects. I want to rename the custom field but don't want to break anything. From our understanding, they don't have any automation or scripts calling the custom field. However, the team member who originally built that project is no longer with the company, and the current owner doesn't have an in-depth understanding of Jira Service Management.  

*** ** * ** ***

#### **Request:** {#toc-hId-1053642700}

I want to know what issues might happen if I rename the custom field. Could I swap the custom field to the "out-of-the-box" one without breaking their project? Any recommendations on handling this situation while making a few project changes would be appreciated. Our company is very new to using Jira, and we don't have much internal knowledge yet.


Answers:
author: Nikola Perisic
body: Welcome to the community [@Sintia Pulido Sardi?as](/t5/user/viewprofilepage/user-id/5595849) !

Do you already have some issues that were created with the Start date value? Also, when you rename your custom field, the data that was stored in your custom field will not be lost.

comments: author: Nikola Perisic
body: To add, you can distinguish your custom fields from your system fields when you see the LOCKED tag by the name of the field. LOCKED indicates that the field is a system field created by Jira.


author: Sintia Pulido Sardi?as
body: Yes, we already have issues created with the custom start date. Additionally, we can identify which field is the custom one, but the automation I am trying can't.


author: Nikola Perisic
body: I'd suggest renaming your custom field then, otherwise, you will keep getting the same errors.


Tags: cloud

jira-service-management

jira-service-management-cloud
Multiple email addresses per service desk!
Asked by Benjamin Peikes:

I was sure I looked into this in the past and there was support for only one email address. Although maybe I was looking into being able to see the email that was in the "To:" field because we have a single mailbox that receives emails on several addresses and we wanted to add automation rules based on the To: field.  

I'm seeing that there is now support for multiple external emails. Is that something new?


Answers:
author: Susan Waldrip
body: Hi [@Benjamin Peikes](/t5/user/viewprofilepage/user-id/551049) and welcome to the Community!

There have been some changes within the past year for allowing [multiple emails per service project](https://support.atlassian.com/jira-service-management-cloud/docs/connect-multiple-email-addresses-to-your-service-project/), is this what you're looking for?

comments: author: Benjamin Peikes
body: Do you know when those changes were made? Also, how do you find out when there are new features like this added.


author: Susan Waldrip
body: I'm not sure when the feature I mentioned became available, if I can find it I'll add a follow-up post.

As for finding out about new features, you can check the [Atlassian Cloud Documentation blog posts](https://confluence.atlassian.com/cloud/blog) every week or subscribe to a weekly digest of them (link is at the top of that blog post page) for a run-down of changes that are being rolled out as well as new changes released that week. Atlassian's [Cloud Roadmap](https://www.atlassian.com/roadmap/cloud) may also be useful to you.

If you want something fun that covers more than the blog, you can check out @seddon Jimmy Seddon's Atlassian Community Round-up articles posted each month in the [Welcome Center](https://community.atlassian.com/t5/Welcome-Center/gh-p/WelcomeCenter) group. Hope this helps!


author: Susan Waldrip
body: Hi [@Benjamin Peikes](/t5/user/viewprofilepage/user-id/551049) , I found what I was thinking about, it's for Jira Service Management and it was posted in the [Atlassian Cloud changes Aug 12 to Aug 19, 2024](https://confluence.atlassian.com/cloud/blog/2024/08/atlassian-cloud-changes-aug-12-to-aug-19-2024) blog post:

![NEW - Receive support requests from multiple email addresses in a a single project.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/348451iDF2127351FE2AE8A/image-size/large?v=v2&px=999 "NEW - Receive support requests from multiple email addresses in a a single project.jpg")

?


author: Benjamin Peikes
body: Thanks! Glad to know that it was recent, and that is wasn't something we could have done all along. :)

Was just able to figure out how to signup for notifications on new features.


Tags: cloud

jira-service-management

jira-service-management-cloud
Building a string
Asked by Anthony Nguyen:

Is there some way to build a string with branching? I have a JSON and want to grab id from each entry and append them all together, i.e. id1\&id2\&id3.

I created a variable {{ids}} with {{empty}} and set up advanced branching. With logging, I can see the ids, but my attempts to append to {{ids}} doesn't seem to work. Additionally, accessing {{ids}} outside of the loop reports that it is empty.


Answers:
author: Darryl Lee
body: Hey [@Hariharan Iyer](/t5/user/viewprofilepage/user-id/5124435) the bigger problem for [@Anthony Nguyen](/t5/user/viewprofilepage/user-id/5508614) isn't going to be the lack of a concat function, but rather that he wants to build the strings as part of advanced branching.

Automation doesn't support "global" variables, and there's complications with scope of variables inside of branches. Additionally there's some confusing and interesting problems introduced because many rules (including Advanced branching across multiple issues) happen **asynchronously**and so may stomp on each other.

Basically if you're thinking that everything runs sequentially... it doesn't. It's been a while since I've been down the rabbit hole, but [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) always seems to be able to explain it well.

But anyways [@Anthony Nguyen](/t5/user/viewprofilepage/user-id/5508614), that's probably why your variables are turning up empty.

I suggest you take a look at these open issues:

* [AUTO-19 - As a user I want to define a global variable that can be used in automation](https://jira.atlassian.com/browse/AUTO-19)
* [AUTO-26 - Easier ways to set properties/variables for use within a rule, e.g. save JQL as smart value to support notifying of multiple issues, more ways to work with variable types, ability to edit a created variable with an action, increment a variable](https://jira.atlassian.com/browse/AUTO-26)
* [AUTO-32 - Rule orchestration - allow switch between parallel and sequential execution of Automation Rules](https://jira.atlassian.com/browse/AUTO-32)
* [AUTO-154 - Automation: Ability to use variable outside of a block - variable is not updated on main branch if created inside an if/else or branch block](https://jira.atlassian.com/browse/AUTO-154)


author: Hariharan Iyer
body: \`concat\` doesn't work with smart values, but if you're getting the ids as a jsonStringArray, you should be able to do something like this without branching

```
{{jsonStringArray.replaceAll(",\s+", "&").replace("[","").replace("]","")}}
```

Hope that helps!

\~ Hariharan
Automation for Reopening Support Tickets Based on Linked Development Ticket Status
Asked by Robin Specht:

Hello Jira Community,

I'm new to the forum and have limited experience with Jira. Over the past few weeks, I've been learning through resources like Google and Chat-GPT, but I need some additional help.

I need assistance with creating an automation for the following scenario:

I have two team-managed projects: a Kanban project used for support and a Scrum project for development. Sometimes, a support ticket requires development work, so we create a linked development ticket and initially close the support ticket, as there is no active action needed from the support team until the development is completed.

Here's what I need the automation to do:

* When the linked development ticket reaches the status "Development Completed" or "Cancelled," the corresponding support ticket should automatically change its status from "Hypotheses Backlog" to "In Progress."

Any guidance on how to set up this automation would be greatly appreciated!

Thank you in advance for your help!

Best regards,  

Robin


Answers:
author: Mauricio Heberle
body: Trigger: Issue transitioned from any status to "Development Completed" or "Cancelled"

Branch for Linked issues. Choose the link type you are using when linking both tickets.  
Condition: check if status is not one of "Hypotheses Backlog" to "In Progress"  
Action: change status to "Hypotheses Backlog" to "In Progress".

comments: author: Robin Specht
body: Hey Mauricio,

I hope this message finds you well.

Thank you for your assistance with my query. However, I have encountered an issue with the suggested process. The current process doesn't work as intended because I am not checking the statuses within the same project. Instead, there are two separate projects where the tickets are merely linked together.

I suspect that the issue might be related to permissions. I encountered a similar problem with another automation, and it seems likely that a global permission or the team-managed project setup might be responsible for this limitation.

Do you have any idea if my assumption is correct, or what else might be causing this issue?

Thank you very much for your help and support.

Best regards,  
Robin


author: Mauricio Heberle
body: Robin,

Within your automation, under "Rule Details", there's a field called "Scope", you need to set it to "multiple projects". Have you done that?


Tags: reopen

team-managed-projects

ticket