youngmon/atlassian-qna huggingface dataset:
Is there any way to strip code from an email before it posts to Slack?
Asked by nberanger-tgam:

Right now when a ticket is created via email, it seems to include a bunch code before the message. Here is an example:

```
<!--
/* Font Definitions */
@font-face
    {font-family:"Cambria Math";
    panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
    {font-family:Calibri;
    panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
    {margin:0in;
    margin-bottom:.0001pt;
    font-size:11.0pt;
    font-family:"Calibri",sans-serif;}
a:link, span.MsoHyperlink
    {mso-style-priority:99;
    color:#0563C1;
    text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
    {mso-style-priority:99;
    color:#954F72;
    text-decoration:underline;}
p.msonormal0, li.msonormal0, div.msonormal0
    {mso-style-name:msonormal;
    mso-margin-top-alt:auto;
    margin-right:0in;
    mso-margin-bottom-alt:auto;
    margin-left:0in;
    font-size:12.0pt;
    font-family:"Times New Roman",serif;}
span.EmailStyle18
    {mso-style-type:personal;
    font-family:"Calibri",sans-serif;
    color:windowtext;}
span.EmailStyle19
    {mso-style-type:personal-reply;
    font-family:"Calibri",sans-serif;
    color:#1F497D;}
.MsoChpDefault
    {mso-style-type:export-only;
    font-size:10.0pt;}
@page WordSection1
    {size:8.5in 11.0in;
    margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
    {page:WordSection1;}
-->
```

Is there any way to avoid this? It can make the tickets very cluttered and hard to read.


Answers:
author: Fletcher Richman
body: Looks like our email parser is not handling the HTML of an email very well. We do have a known issue right now for O365 users due to the way those emails are formatted. Are you using O365?

Is this happening on every ticket or just some? Please open a [support request](https://www.atlassian.com/software/halp/contact) and we will look into it, may be a bug.

comments: author: nberanger-tgam
body: Yep, we are indeed on O365. We are just running a pilot of Halp right now, so no access to support yet. Good to know that this shouldn't be included though. Once we sign our contract, I'll reach out to support if this is still happening.

Thanks!


author: nberanger-tgam
body: Just found out that even though we are on a trial, we still have access to Halp support :-)


Tags: code

email

font

format

mail

remove
Can I use text formatting with Halp responses in Slack?
Asked by nberanger-tgam:

I am working on getting some recipes and auto-replies set up, and would like to use some text formatting to make things look better. Is that an option? I can't seem to find any info on this.

In particular, I really want to be able to use hyperlinks to point to some of our internal docs on our SharePoint. The links are rather long and ugly, so hyperlinks would really help.


Answers:
author: Mikael Sandberg
body: Hi [@nberanger-tgam](/t5/user/viewprofilepage/user-id/4846264),

Welcome to Atlassian Community!

Yes, you can use text formatting in your auto-answers. Halp is using the [Slack mrkdwn](https://api.slack.com/reference/surfaces/formatting) formatting, so for example to add a link just use

\<[http://www.example.com\|](http://www.example.com|)This message \*is\* a link\>

comments: author: nberanger-tgam
body: Thank you very much sir.


author: nberanger-tgam
body: Just heard back from my contact at Halp, and apparently you can use the Slack formatting:

<https://api.slack.com/reference/surfaces/formatting#linking-urls>


Tags: format

link

slack

text
I can't delete a Halp SLA
Asked by Carlos Garcia Navarro:

Hello,

When I try to disable or to delete the Halp SLA, there is an error message, but I don't see more details. Where can I find more details about the error, and why wouldn't be possible to disable/delete it?

![Screen Shot 2022-03-06 at 7.26.05 PM (2).png](https://community.atlassian.com/t5/image/serverpage/image-id/186626i48FB37640EC17A7A/image-dimensions/559x315?v=v2 "Screen Shot 2022-03-06 at 7.26.05 PM (2).png")![Screen Shot 2022-03-06 at 7.26.18 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/186625i6990ADE4FD10A1B3/image-size/large?v=v2&px=999 "Screen Shot 2022-03-06 at 7.26.18 PM.png")


Answers:
author: Nicole Pitaro
body: Hey [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) -- Hmm that's strange. Someone on our team is investigating this and we'll be in touch!

comments: author: Nicole Pitaro
body: Hey [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) -- Our team hasn't yet located any issue that would be causing this. Would you mind submitting your info here so they can get some more details and investigate further? <https://www.atlassian.com/software/halp/contact#/>


author: Carlos Garcia Navarro
body: Thanks, Nicole. Done!

As an update, it's working now, but I submitted the details in the ticket so your team can take a look. Thanks!
Is it possible to edit Halp SLAs?
Asked by Carlos Garcia Navarro:

Hi there-

Sorry if this has been asked before, but I couldn't find an answer. Is it possible to edit an SLA in Halp/Assist?

I can see only an option to delete existing ones:

![Screen Shot 2022-03-06 at 7.22.14 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/186623iAFAF5F794ACD4A33/image-size/large?v=v2&px=999 "Screen Shot 2022-03-06 at 7.22.14 PM.png")

Thanks,


Answers:
author: Nicole Pitaro
body: Hey [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) -- It is not possible to edit an existing SLA.

comments: author: Carlos Garcia Navarro
body: Ok, thanks, Nicole. Is there any plan to make SLAs editable?


author: Fletcher Richman
body: It's a feature request we are tracking. To give you some insight on why we don't already support it - editing SLAs has a surprising level of complexity. To give you a sense of why, consider the following example:  

Lets say you create an SLA with a 24 hour "timer". So 24 hours from now, it should notify Slack/Teams that there has been a breach.

A ticket is created, and the 24 hour timer starts.

15 hours later, let's say you edit the SLA and change that timer to be 12 hours instead of 24 hours.

What should happen to the notifications that were going to send for that ticket that was created? It's technically already been 15 hours, so has it breached the 12 hour limit that you just edited? Should a notification get sent?

That's just one example of the complexity that gets created, and so we decided to get the feature out the door faster we'd just allow for creation and deletion of SLAs, figuring that users could always just delete and SLA and make a new one, and then it would be clear what would happen.
Does Halp support multilogic when defining ticket recipes?
Asked by Carlos Garcia Navarro:

Hello,

Is it possible to create a ticket recipe with a trigger with two conditions, e.g. where 'field A' = X and 'field B' = Y ? Thanks


Answers:
author: Nicole Pitaro
body: Hi [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) -- No, Halp does not support that at this time.
Is it possible to group ticket recipes in the Halp recipe builder?
Asked by Carlos Garcia Navarro:

Hi there-

The problem is that there are many ticket recipes in the recipe builder. If I could group them, it would make it easier to work with them (e.g. to find them to troubleshoot). Is it possible? Thanks!


Answers:
author: Nicole Pitaro
body: Hi [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) -- No, we don' t offer the option to group them at this time, but you can sort recipes by trigger or action.

comments: author: Carlos Garcia Navarro
body: Ok, thanks Nicole!


author: Sarang Ardhapurkar
body: Hi,  

I would also be really interested in this feature. We have over 30 recipes and are looking to add several more. It would be really nice if we could group them by Queue or Project.   

Ideally, it would be nice if we could add a tag to each recipe and then group them using the tags.

Is there a way we can put in a Feature Request for HALP?

Thanks
Lantronix EDS16PR (EDS16PR) open serial port
Asked by lisosimar:

How do I know which tcp port maps to a serial port in the device?

Assuming then I can do something like:

telnet 192.168.1.10 10001

view serial output....

The config looks like

show lines  
CELLDYN RUBY (Line 1):  
RS232, 9600, None, 8, 1, None  
Tunnel Connect Mode: Disabled, Accept Mode: Active  
Beckman DxC 700 AU (Line 2):  
RS232, 9600, None, 8, 1, None  
Tunnel Connect Mode: Disabled, Accept Mode: Active  
Beckman DxI 600 (Line 3):  
RS232, 9600, None, 8, 1, None  
Tunnel Connect Mode: Disabled, Accept Mode: Active


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

I think you are in the wrong place. This Community is here to talk about Atlassian, not that hardware you have mentioned. I suspect you've been looking at a site, probably built on Atlassian services, about the hardware, and you've clicked on "help with Atlassian stuff" instead of "help with hardware".
Can I manually connect a Jira ticket to a Halp ticket?
Asked by Carlos Garcia Navarro:

Hi there-

I've done a number of configurations with Halp/Assist, but I don't know if it's possible to manually connect a Halp ticket with an existing Jira ticket.

For more details, when users post a question for the first time, I've configured an integration that creates a Jira ticket that is then linked to the Halp one. In some cases, though, a Jira does exist and I'd like to connect them manually so they stay in sync as well. Thanks


Answers:
author: Jensen Fleming
body: Hey [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232) -- that isn't possible. Assist can only create new Jira tickets, not link to existing ones. You can, however, send tickets created from Jira into Slack via Halp/Assist. That way the ticket will be in the triage channel and in a DM from the requester for follow ups.

comments: author: Carlos Garcia Navarro
body: Interesting, thanks Jensen. How do you do that?


author: Carlos Garcia Navarro
body: I'd be okay if there is no Halp ticket in Halp/Assist, but I can update the Jira ticket from Slack (where the conversation with the requester and others would happen).


author: Jensen Fleming
body: The best way is to opt into our [new integration experience](https://community.atlassian.com/t5/Halp-articles/Introducing-a-new-amp-improved-Jira-integration-experience/ba-p/1947829), and its just a little toggle per request type.

Otherwise you need to make 2 recipes per request type.

- When a ticket is created from an integration, RT, create a ticket in halp

- When a ticket is created from an integration, RT, send the ticket to a queue.

I'd recommend opting into the new experience :)


author: Paul Romero
body: [@Jensen Fleming](/t5/user/viewprofilepage/user-id/4058269) do you have details on the 'toggle'. I'd like any ticket created in JSM to open a Halp Ticket and notify the Slack Triage channel. Right now I have this working for items coming in from Slack and Intercom, but items coming from email are creating a Slack ticket but not a Halp one.


author: Jensen Fleming
body: [@Paul Romero](/t5/user/viewprofilepage/user-id/4794796) -- I'd recommend signing up for the [JSM Chat beta](https://community.atlassian.com/t5/Jira-Service-Management-articles/EARLY-ACCESS-PROGRAM-Conversational-ticketing-in-Jira-Service/ba-p/1941267) (coming out of beta soon).
Trouble installing halp
Asked by Esteban Halabi:

Hey everyone, a Client is requesting to integrate halp with their slack. I've sent the step by step guide to their IT support team since they are the admins to their slack.

However, we've hit a roadblock.

They sent me a screenshot that and they are unsure how to proceed. Unfortunately the only person in my team that has used halp before is unreachable atm.

the screenshot reads:

"you've tried to create a ticket but your team does not have a triage channel set. You do not have an admin set on your team. please contact support@halp.com to resolve this issue"

First part is pretty straight forwards they have yet to create the triage channel. however

how do we set an admin? is the only solution to go through halp support?

thank you


Answers:
author: Nicole Pitaro
body: Hi [@Esteban Halabi](/t5/user/viewprofilepage/user-id/4718090) -- yes, since agents don't have permissions to promote other agents to admin, they will need need to reach out to our support team. Once our support team has the account name and the name of the user they can give admin access!

comments: author: Esteban Halabi
body: Thank you!


author: Emel Do?rus?z
body: Hello Esteban,

Since Halp is not available anymore, you may want to use Actioner's ticketing solution instead. It lets you run all your operations from within Slack.

<https://actioner.com/solutions/help-desk>

<https://actioner.com/support-use-cases>

<https://actioner.com/app-directory/conversational-ticketing-with-zendesk-47>

You can connect it to your ticketing tools like Jira Service Management or Zendesk, or use the standalone version. And run all your ticketing and service management actions from Slack. Let me know if you need any help.

Thanks,

Emel Dogrusoz

Co-founder @ [Actioner](http://www.actioner.com)


Tags: integration

slack
How to change the Triage Channel
Asked by Bruce Anderson [Administrator]:

We are new to Halp, and loving it so far. One issue we have though, is when we set it up we selected a channel for the triage channel that is used for other things. We wish to change the triage channel now, but can't see a way to do that. Can anyone confirm how that is possible? I didn't want to uninstall and reinstall.


Answers:
author: Tomislav Tobijas
body: Hi Bruce,

To use a different Slack channel as a triage channel, simply invite the Assist app to the channel you wish to set as a new triage channel. For that, you can use **/invite @Assist** command in that Slack channel.

Now you'll have two triage channels - the new one where you've just added the Assist app, and the 'old' one that you don't want to use as a triage channel.

The last step would be to remove the Assist app from the channel you don't wish to use as a triage channel anymore. To do that, simply use **/remove @Assist** command in channel chat.

Hope this helps!

comments: author: Leigh Wolf
body: And how would you do this for teams?


author: Tomislav Tobijas
body: Hi [@Leigh Wolf](/t5/user/viewprofilepage/user-id/4004992)

We're mainly Slack users and I don't have app permission granting rights for Office, but as far as I could tell, once you follow the instructions to [install Assist for Teams](https://plz.halp.com/article/x359vientt-install-assist-for-teams) and [set up a queue in Teams](https://plz.halp.com/article/vhurd4fqz7-how-to-set-up-a-halp-queue-in-ms-teams), by navigating to that team and going to **Manage team** -\> **Apps** and by **uninstalling** the Assist app from the team, this team won't be considered as Triage or Request team anymore. After that, you can repeat the steps to set up a queue to the same or some other team where, during the setup, you'll be asked if you want to use that team as a Request or Triage team.

I'm not 100% sure that will work as I cannot test it on our site, but that's my best bet it will work.


author: Nadim Mouawad
body: is there a possible way to filter the request types and show certain requests in corresponding slack channels?


Tags: triage
Newbie Question - Can't Find Halp App for Teams
Asked by phil.harder:

I'm a newbie at Teams apps. I'm attempting to add Halp and give permission to a test group. I'm following these instructions <https://plz.halp.com/article/x359vientt-getting-started> but I'm having trouble at step 1. Searching for the 'Halp' app finds nothing, but I can search for and find many other apps.

What am I missing?


Answers:
author: Brian Feldman
body: Halp's apps for MS Teams and Slack are being [renamed to Assist](https://community.atlassian.com/t5/Halp-articles/Meet-Atlassian-Assist-Halp-s-new-partner-in-crime/ba-p/1954001), so that update might have already rolled out for you, as it will for everyone over the next few days.   

If you believe you already have authorization (as [@marcus.burnap](/t5/user/viewprofilepage/user-id/4098977) mentioned above), then try searching for **Assist** to see if results appear under that name.

![Screen Shot 2022-03-02 at 11.04.42 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/186077iF71E0E9FD4C60568/image-size/large?v=v2&px=999 "Screen Shot 2022-03-02 at 11.04.42 AM.png")


author: marcus.burnap
body: Your 365 global or Teams admin will need to allow and authorize the app,

It will then be available to add to your Teams.

comments: author: phil.harder
body: I am the global admin. :)

Could it be because it is now called Assist?!


author: Brian Feldman
body: Hey [@phil.harder](/t5/user/viewprofilepage/user-id/4785568) , yes that could definitely be the case. Try searching for **Assist**. This update began rolling out across MSFT's servers yesterday, and should reaching all users in the coming days.

![Screen Shot 2022-03-02 at 11.04.42 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/186079iC51C888127FD7A31/image-size/large?v=v2&px=999 "Screen Shot 2022-03-02 at 11.04.42 AM.png")


author: phil.harder
body: Thanks [@Brian Feldman](/t5/user/viewprofilepage/user-id/4517994) , I should have caught that. Made the change and install proceeded flawlessly.


Tags: assist

ms-teams
How can I add value to an exist field, but only for 1 specific project?
Asked by Eden:

Hi,

I want to add value to an exist field, but I want the change will be only for 1 project.

Thanks in advance


Answers:
author: Nic Brough -Adaptavist-
body: Edit the issue you want to put the data into.

Or, if you need to hit many issues, run a search for "project = X" and use bulk-edit to set the field on all the issues in the project.
is possible to log a ticket by using Halp on Mobile Teams
Asked by Gnana Sundaram Kattapomman:

is possible to log a ticket by using Halp on Mobile Teams


Answers:
author: Tori Stitt
body: Hi [@Gnana Sundaram Kattapomman](/t5/user/viewprofilepage/user-id/4747722) - Yes, Halp is designed to work on MS Teams mobile as well.

Tori
Tickets created in Teams Halp will be stored in cloud?
Asked by Gnana Sundaram Kattapomman:

If we subscribe Halp on Teams, tickets will be stored in cloud?  
Same in Microsoft itself?   

We are using Jira on premises

Please clarify.

Thanks


Answers:
author: Tori Stitt
body: Hey [@Gnana Sundaram Kattapomman](/t5/user/viewprofilepage/user-id/4747722) Halp will sync tickets between Jira and MS Teams. Therefore, ticket details will be stored in Halp (which lives in Atlassian's cloud), as well as on MS Teams.

Hope this helps!

Tori

comments: author: Gnana Sundaram Kattapomman
body: Thanks Tori.

Already we are using Jira - Agile on premises. same like jira, is possible to store ticket in our database? not in cloud. Please clarify


author: Fletcher Richman
body: Hey [@Gnana Sundaram Kattapomman](/t5/user/viewprofilepage/user-id/4747722) - it is not possible to store tickets directly in your database, all messages will be synced with Microsoft Teams and therefore will be in the cloud.


author: Fletcher Richman
body: We take our security seriously and to ensure your data is safe, for more see <https://www.atlassian.com/software/halp/security>


author: Gnana Sundaram Kattapomman
body: in ATLASSIAN cloud? (all messages will be synced with Microsoft Teams and therefore will be in the cloud)


author: Fletcher Richman
body: They will be in both the Atlassian Cloud as well as the Microsoft Cloud.


author: Gnana Sundaram Kattapomman
body: Thanks  
Is possible to synch the tickets with Microsoft Planner?


author: Fletcher Richman
body: That's not currently a feature we have but I can add it as a feature request for you!


author: Gnana Sundaram Kattapomman
body: Thanks Fletcher


Tags: ms-teams
read data from halp form using Slack API / Bolt
Asked by Maxwell Warren Cudlitz:

I am attempting to create a bot which interacts with Halp generated tickets in a triage queue.  

I failed to see any way to make a custom integration or to make Halp directly send the form data to an external endpoint, so I am attempting to read form data from the message Halp sends in our triage channel.   

When I attempt to read this data from the message though, I see that the data is not directly in the message body or anywhere else.

<https://pastebin.com/UyUVBYiF>  

the form will load in Slack after the 'expand' button is pressed, but I do not see a way to get this data through Bolt nor the Slack API.

<https://pastebin.com/kqtLyi3h>

In the message object, expanding attchments.actions, the data for the button can be accessed, but again, I do not see a way to call this button.  

<br />

Any help on this topic would be appreciated, including if there is a way to create an integration that I have overlooked.  

Thanks!


Answers:
author: Carlos Garcia Navarro
body: Hi [@Maxwell Warren Cudlitz](/t5/user/viewprofilepage/user-id/4577002) ,

I'm not sure how to accomplish what you're asking, but if you're still looking into it, I'd recommend to ask in the Atlassian Developer Community: <https://community.developer.atlassian.com/>
Jira service portal knowledge basearticles through Halp
Asked by Sarah Nadif:

Is it possible to suggest knowledge base articles through Halp when someone creates a ticket in MS teams the same way KBs are suggested in Jira service portal?


Answers:
author: Tori Stitt
body: Hi [@Sarah Nadif](/t5/user/viewprofilepage/user-id/3105626) ? - Yes, it will be possible this fall with Halp Answers in MS Teams! The feature enables you to connect your KB articles to Halp and then uses machine learning to suggest your KB articles based on the keyword terms presented in the request. When it goes live we will be notifying all of our current users and making an announcement in the community.
Slack Community?
Asked by Jens Kisters //SeibertSolutions:

Hi,

a little offtopic:

Where can i ask questions about Slack?

slackcommunity.com seems to be only about events and not about online exchange (like atlassian community)

The AC doesnt have a Slack section either.

Thanks!

Jens

P.S.:  
What i wanna post there is this:  

Challenge for **#nerds** :

Im looking for a \*lightweight\* **#taskmanagement** solution that fullfills the following requirements:

# email integration (create new tasks via email)

# slack integration (create tasks right out of slack)

# tells me on a regular basis which tasks are still open. It needs to nag me. never grows tired of nagging me till its **#done**


Answers:
author: Jens Kisters //SeibertSolutions
body: in the meantime i learned that there is slack community, but in opposition to what im used to from the Atlassian Ecosystem its not web-based, its a [slack workspace](https://community.slack.com/x-p548674484641-2563616029911-2570571562359/) (what a surprise) that is not as easy to find as it would be optimal.


author: Tori Stitt
body: do you mean [Halp](https://www.atlassian.com/software/halp/slack-ticketing)?

comments: author: Jens Kisters //SeibertSolutions
body: no, i mean independent from halp.