youngmon/atlassian-qna huggingface dataset:
Condition based on SLA status when transitioning an issue to Resolved
Asked by Sohawon Nawaaz:

Hi,

I'm trying to configure the below scenario:

- Issue transitioning to Resolved

- Check if SLA is breached

- If breached, the transition "Resolve Breached Issue" is available. A screen will then be available where the agent will input the mandatory "SLA Breach Reason".

- If not breached, the usual "Resolve" status is applicable and ticket is resolved successfully

I have been trying to create a **condition** using **ScriptRunner** to no avail.

Anyone has an idea for the Jira expression to be used for breached SLAs?

Regards,

Nawaaz


Answers:
author: Vitaly_Berezovsky_SaaSJet
body: Hi [@Sohawon Nawaaz](/t5/user/viewprofilepage/user-id/5180431)

For these purposes, I can recommend the [SLA Time and Report](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_Condition-based-on-SLA-status-when-transitioning-an-issue-to-Resolvedd_20240314) from the Atlassian Marketplace.

This add-on doesn't have any special input for SLA violation reason yet. But I can recommend you to send custom notification with SLA Breach reason to Jira ticket.

![Displaying image.png](https://chat.google.com/u/0/api/get_attachment_url?url_type=FIFE_URL&content_type=image%2Fpng&attachment_token=AOo0EEUe%2Fu0qi2HopnUX%2BbplpguUrYdPKf3PDPgxh%2FcdFAkYaIB9T0pDdqv2aNZXiSBUK3QIjTMJYfz%2F351zNmi1uDCrxYHcYHGvWZAnz9T1uA0riyL1j2%2FX1yMNLqtCIXCWw%2F5GmdPN%2BKmYbwTchFQjmAQbMlXuATUmSfRlAxZ29G3E0T%2BUNQN9oAKDyIde7%2FysI3FT3l83qT6ahQGrEieoM92XuQ4a%2BFLeLtZhPicnEsYvun7bxGoIROtf%2FQRpDryGvlDQFan7dungQuf61U8D0EYQjKOQEGAd%2FKm%2BkgF1FMuR%2Fdyj96uuIlx%2FWi9V3fdkBaiw0m3y3LsiC%2FuhgdsKBSsOyfWKhNq4yhZjpDHH6wA%2FwObjUI2ZfUvDWFsvEODbhE6mhe87X0i6fD3LMyzZgN83sgVzZ21MzVIA2javpHcIH0R8Ens2m23YALfGht3ntrinf7w8UNXsQpuz%2BkdYP6wQxG%2BXHV0NuLDOW8OkHaLzGDdBuAn4KbHa7NoPmrTNWWecCDrxmbm1n%2FEQgkd68VTaQ%2FdWuAv42JP25BM4VIK%2B2qt3HO8fWGNg%2FKq5q%2By0438%3D&sz=w1920-h1047)

If you want, you can also contact us for a [demo](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_Condition-based-on-SLA-status-when-transitioning-an-issue-to-Resolvedd_20240314).

The application has a [30-day trial period](https://marketplace.atlassian.com/apps/1220741/?utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_Condition-based-on-SLA-status-when-transitioning-an-issue-to-Resolvedd_20240314) and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it, so our support can help you with the settings.


author: Sohawon Nawaaz
body: By the way, It's for JIRA cloud..

comments: author: Sohawon Nawaaz
body: Thanks for the response. I already have configured automated notification when the SLA is breached.

Looking for enforcement of the SLA breach reason field.


Tags: cloud

jira-service-management

jira-service-management-cloud
Get the Issue Key for an Issue in a Jira Behavior
Asked by Daniel H_ Fisher:

1. I am writing a server-side script in Behaviors for one of my custom fields.

2. The script sends an email to a user

3. The script works in all ways except:

While all my variables get injected into the body of the email, the issue key shows as "null".

How do I get Jira to incorporate the issue key into a variable that I can use in my script.

getIssue.key() doesn't work

getfieldbyname("key") doesn't work  
def curKey = getFieldByName("Key")  
def issue = ComponentAccessor.getIssueManager().getIssueObject("curKey")

Doesn't work

How can I load an issue's key into a variable?


Answers:
author: Uday Kiran Bhaviri
body: You can use underlyingissue this gives you the the current issue object and it's properties.

underlyingIssue.key

comments: author: Daniel H_ Fisher
body: Would it be possible for you to provide a generic example of this? Which import do I need? What type of variable should I declare? A working example would be extremely helpful.  
For example, I've tried using your suggeston as follows, without success:  
import com.atlassian.jira.component.ComponentAccessor  
import com.atlassian.jira.issue.IssueManager  
import com.atlassian.jira.issue.MutableIssue  
import com.atlassian.jira.issue.Issue  
IssueManager im = ComponentAccessor.getIssueManager()  
MutableIssue issue = im.getIssueObject(underlyingIssue.key)  
return issue


Tags: cloud

jira-service-management

jira-service-management-cloud
Using mandrill sending email in jira Service management to receive requests/questions
Asked by Karol Syka?a:

Problem: We use the same email address both for sending emails via Mailchimp/mandrill (campaigns, info about account, payments etc.) and using it as a helpdesk email.  
We want to set up Jira service management both to receive emails sent straight to our email address and replies to emails sent via mandrill with info about the original email  


Answers:
author: Joseph Chung Yin
body: [@Karol Syka?a](/t5/user/viewprofilepage/user-id/5151479) -

Based on my knowledge it may not be possible unless you work with your mail exchange admins to establish custom re-direct process to achieve what you wanted.

At this time, I would recommend you to contact Atlassian Support (<https://support.atlassian.com>) for further assistance and guidance.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation rule for Request Participants
Asked by Drishti Maharaj:

Hi,

I have an automation rule to add participants to a request when it is logged by a specific person. That works well.

Is it though possible to add an organization that I have created for customers though as a request participant for that same issue?

I tried to edit the automation but the organization does not come up as an option. Just individual users.

Would that be possible and if so, what would need to be done?

Thanks.


Answers:
author: Jack Brickey
body: Hi [@Drishti Maharaj](/t5/user/viewprofilepage/user-id/4311470) , in your action component please select the "organization" field. You should be able to then include the organization that you desire. The request participants field would be for individual customers.

comments: author: Drishti Maharaj
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)

Please see attached image. I had tried that but I can't seem to get the organization to show. Not too sure if maybe I'm looking at the wrong field? ![Screenshot_20240305_183553_Chrome.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/310317i468A1BE10BA78B02/image-size/large?v=v2&px=999 "Screenshot_20240305_183553_Chrome.jpg")


author: Jack Brickey
body: Did you start typing in the desired org?


author: Drishti Maharaj
body: That worked! Thank you [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)


Tags: cloud

jira-service-management

jira-service-management-cloud
Automatic reply
Asked by Fabio Santos:

Is there a way for chatgpt or Atlassian AI to automatically reply to customer feedback (comment)?


Answers:
author: Nikola Perisic
body: Hello [@Fabio Santos](/t5/user/viewprofilepage/user-id/1174351)

This would be possible when setting up the Virtual Agent on JSM. Also, you would need to train your agent to actually give replies to the customers which can be customized in the workflow for the virtual agent.

Link: <https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#1-set-up-your-slack-connection>


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
Requests getting hided in Customer Portal
Asked by Santhosh Raj:

I need to resolve a question.  
We have a Customer portal and the view is always being hided and need to use the show detail option anytime and customer/user feels it annoying.  

![QUestion.png](/t5/image/serverpage/image-id/310283iE2B01FB345F7B55D/image-size/large?v=v2&px=999 "QUestion.png")

So is there any ways for getting the view "Always show details" like that ?  

Is there any way we can vote for this update ?  
It would be helpful if there is any update


Answers:
author: Jack Brickey
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233) , you can vote for this issue if you like - <https://jira.atlassian.com/browse/JSDCLOUD-9024>

comments: author: Santhosh Raj
body: So there is no option for it right [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)


author: Jack Brickey
body: Correct.


author: Santhosh Raj
body: Also Could you help me with this   

[Can Outside Jira Customers do Approvals](https://community.atlassian.com/t5/Jira-Service-Management/Does-Customers-can-do-the-approval/qaq-p/2626393#M162761) [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to see smart values for automations
Asked by Yair:

Hi All,

I am using a service desk and the portal request has a form attached. This is a dynamic form.

I want to create an automation which will look for the different fields within the form and then perform actions.

How can i see the smart values of the form? As far as I can see, this is the only way I can base an action for the automation using a form.

Is there an easy way to see the different smart values?

Related to this, what is the easiest way for a non-programer to see / define smart values in regular jira tickets?

Thanks for the help


Answers:
author: Jack Brickey
body: Smartvalue cannot reference a Form value unless that form field is associated to a Custom field in which case you would reference the custom field in your smartvalue.

comments: author: Jack Brickey
body: Please reference this suggestion- <https://jira.atlassian.com/browse/JSDCLOUD-10697>


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a way to associate Jira comments with labels and create custom threads?
Asked by Fares Laroui_Vectors_:

Hi there,

My use case goes something like this: I have a lot of comments in Jira (be it Software, Work Management, or Service Management) and I want to associate them with labels. For example, a long thread between support agent and client.

The objective is to classify comments and quickly access the ones I am interested in the most.

Is there a native Jira feature or Marketplace app that does this?


Answers:
author: Jack Brickey
body: Hi [@Fares Laroui_Vectors_](/t5/user/viewprofilepage/user-id/5075810) ,

I assume you mean that certain text in a comment would result in a certain label? If so, have you consider using automation to inspect the comment made and if it meets certain criteria then add a label?


Tags: cloud

comment

jira-service-management

jira-service-management-cloud
Can the Major Incident toggle be restricted?
Asked by Maria.Hristova:

When flagging a Major incident using the Major incident toggle can this be restricted so that only certain users have the ability to flag a Major Incident (ie. Major incident managers). Can the toggle be restricted dependent on group/ user ID/ or access level?


Answers:
author: Nikola Perisic
body: Welcome to the community [@Maria.Hristova](/t5/user/viewprofilepage/user-id/5444987) !

Please refer to these pages:

<https://community.atlassian.com/t5/Jira-Service-Management/Major-Incident-indicator/qaq-p/2565061>

If you have this as a custom field, refer to this page: <https://community.atlassian.com/t5/Jira-Service-Management/Major-Incident-Toggle-and-Add-Responders/qaq-p/2508285>


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to send outgoing mail to customers using the email request feature?
Asked by Marvellous:

Hello,

I have set up the email request feature, and I am successfully receiving incoming requests using the default email account provided by JIRA. However, I am not able to send outgoing emails to the customer. Once a ticket is raised, I would like to reply to the customer but I would like the customer to receive this response via their mailbox. Is this possible? Or is this only possible with the custom email address?

After responding to the customer, how will the customer receive this response if they do not have an account with JIRA? and if the response can't be sent to their mailbox?

Thank you.


Answers:
author: Jack Brickey
body: hi [@Marvellous](/t5/user/viewprofilepage/user-id/5429471) , the customer should receive an email assuming you have Customer notifications set - project settings \> customer notifications \> public comment added. As an agent you can add a public comment either by replying to the issue created email or within the app. The customer can also access the Portal to view the issues they created as well as those shared with them.


Tags: cloud

jira-service-management

jira-service-management-cloud
Workflow Status
Asked by Thomas Siron:

I have a new workflow that we want to implement.

In this workflow, we have several internal statuses, such as In Analysis, Commercial Review etc. We want these statuses to all appear as IN REVIEW on the customer portal, but remain as In Analysis and Commercial Review internally for our agents.

I thought this was easy to do, but can't for the life of me figure out how to set this up!


Answers:
author: Marc - Devoteam
body: Hi [@Thomas Siron](/t5/user/viewprofilepage/user-id/5120038)

In your JSM project (only on company managed projects), go to your project settings and for every request type on the portal that uses your described workflow, edit this request type.

You can specify the nae of the status that s shown on the portal to the customer.

Example:

![Screenshot 2024-03-05 at 11.34.10.png](https://community.atlassian.com/t5/image/serverpage/image-id/310246iCA7471DD758F781C/image-dimensions/379x221?v=v2 "Screenshot 2024-03-05 at 11.34.10.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
unable to add a workspace member to a board
Asked by Vimla:

* I have been doing this step:
* When i go to the board menu
* Share Board
* I have this message
* " At least one of your invites was not sent " This board can only be shared with workspace member
* Can you please advise what is wrong


Answers:
author: Marc - Devoteam
body: Hi [@Vimla](/t5/user/viewprofilepage/user-id/5444875)

I think your are referencing Trello here, is this correct?

If so, under **Workspace Settings** , **Sharing boards with guests, you might** need to change the setting to this option:

**Anybody** can be added to boards inside this Workspace.

comments: author: Vimla
body: Yes Trello


author: Marc - Devoteam
body: So have you looked at the workspace settings?


author: Vimla
body: Yes i have been able to assign the 2 members to the cards, However i see that the two members appear as pending workspace invitation. What does that mean ?


author: Marc - Devoteam
body: That means the members you invited have not yet accepted the invite


author: Vimla
body: Okay


Tags: jira-service-desk-unknown-hosting-type

jira-service-management
Custom URL - can you have multiple pointing at one JSM?
Asked by Richard_Donnell:

As the question really, can you have multiple URL's pointing to the same JSM?


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Richard_Donnell](/t5/user/viewprofilepage/user-id/5127917)

This is not possible to make redirections in JSM. You can do that by creating proxy and redirect your urls to JSM urls.

<br />

Regards,

Seba

comments: author: Richard_Donnell
body: Thanks for the reply, Sebastian. Am I misunderstanding what this feature is then?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/310233i1EF4F07737D5844D/image-size/large?v=v2&px=999 "image.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Spoofing problem
Asked by Stefan Speck:

Dear Community,

Our customer has the following problem:

When a mail is sent from jira@"OurCompany"?atlassian?net to another "OurCustomer" mailbox, it is recognized as spoofing by a Hornet Mailsecurity Gateway and blocked.

The problem is that several users write in the name of jira@"OurCompany"?atlassian?net and these are in the "Display names" header. Because these users are created with an @"OurCustomers".com address in our Jira project as our customers, they are blocked with spoofing.

Can this problem be fixed?

Best regards  
Stefan


Answers:
author: Walter Buggenhout
body: Hi [@Stefan Speck](/t5/user/viewprofilepage/user-id/5102345),

[This community article](https://community.atlassian.com/t5/Jira-Service-Management-articles/Doing-Jira-Service-Management-Customer-Notifications-Right/ba-p/1877664?utm_campaign=kudos_article&utm_content=topic&utm_medium=email&utm_source=atlcomm) might be worth a read on this topic. It explains how to set up a custom email address for your JSM project.

Hope this helps!

comments: author: Stefan Speck
body: Hi [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225)   
Thank you for your feedback.  
Unfortunately the article doesn't really help me. When I navigate to Atlassian Admin, there are no settings at the top of the menu bar. Is it perhaps because the article is older and the user interface is now different?


Tags: cloud

jira-service-management

jira-service-management-cloud
I have a user with 2 BitBucket.org accounts listed
Asked by brippe:

I have a user who is showing 2 Bitbucket accounts. This user is having issues cloning repos. He get prompted for username and password and can never get past the prompt even though he's using the same credentials he used to login to Bitbucket. Looking at his account I see the following:

![2bbaccts.png](https://community.atlassian.com/t5/image/serverpage/image-id/237243i45F7C1929474ECFC/image-size/large?v=v2&px=999 "2bbaccts.png")

There are 2 Bitbucket accounts. Where all the other users look like:

![1bbacct.png](https://community.atlassian.com/t5/image/serverpage/image-id/237244i00362FAA42623533/image-size/large?v=v2&px=999 "1bbacct.png")

Just 1 Bitbucket account.

How do I get rid of the second account on the above user? I assume this is what's causing the issue with him not being able to clone because of incorrect credentials. When cloning, i.e., git clone <https://user@bitbucket.org/nocccd/some_repo>, he gets a prompt for credentials which gives invalid credentials.

![login.png](https://community.atlassian.com/t5/image/serverpage/image-id/237249iE492615D06D6BCF7/image-dimensions/181x196?v=v2 "login.png")

Am I correct in thinking the 2 Bitbucket accounts are causing an issue? Any suggestions on how to fix it? Thanks!


Answers:
author: Blue Ridge Consultants
body: I can't give you the exact reason this is happening, but we've solved similar problems before by creating an [Application Password](https://support.atlassian.com/bitbucket-cloud/docs/app-passwords/) and using that password when prompted for authentication. Have the user visit this page [this page](https://bitbucket.org/account/settings/app-passwords/). Good luck!

comments: author: Ben
body: G'day!

I agree with the reply from [@Blue Ridge Consultants](/t5/user/viewprofilepage/user-id/5131368) - this prompt is as a result of a change introduced to improve security by phasing out username/password authentication over HTTPS:  
<https://community.atlassian.com/t5/Bitbucket-articles/Announcement-Bitbucket-Cloud-account-password-usage-for-Git-over/ba-p/1948231>

Essentially, they will need to follow the linked application password documentation above to create an App Password for authentication.

When they are connecting via HTTPS, they will need to use their App Password alongside their username seperated with a ":" character.

Therefore if they are authenticating to GIT over HTTPS to push/pull they will need to update their remote URL's to include the App Password:

```
git remote set-url origin https://USERNAME:APP_PASSWORD@bitbucket.org/workspaceID/reposlug.git

```

The same applies when performing git clone:

```
git clone https://USERNAME:APP_PASSWORD@bitbucket.org/workspaceID/reposlug.git

```

I would suggest ensuring that they also ensure that all stored passwords related to authentication over GIT are cleared from their machine (ie Credential Manager for Windows, Access Keychain for Mac or /etc/shadow folder for Linux).

Hope this helps.  

Cheers!

- Ben (Bitbucket Cloud Support)


author: brippe
body: Thank you!


Tags: bitbucket-cloud

cloud
Workflow links through Api Rest
Asked by mgnavarrete:

Is there a posibility to use Bitbucket Cloud API to set a workflow link? I can only find, in the documentation, how to do it manually.

<https://support.atlassian.com/bitbucket-cloud/docs/link-to-a-web-service/>

It works perfect, but I'd rather do it through the API if it is posible.


Answers:
author: Theodora Boudale
body: Hi [@mgnavarrete](/t5/user/viewprofilepage/user-id/5124621),

I'm afraid that this is not possible at the moment, links can only be created from our website.

We have a feature request for what you are asking in our issue tracker:

* <https://jira.atlassian.com/browse/BCLOUD-19728>

I would suggest adding your vote (by selecting the **Vote for this issue** link) and a comment there to further express your interest. You can also add yourself as a watcher (by selecting the **Start watching this issue** link) if you'd like to get notified via email on updates.

Implementation of new features is done as per our policy [here](https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html) and any updates will be posted in the feature request.

Kind regards,  
Theodora

comments: author: mgnavarrete
body: Thanks for the information Theodora :)


author: Theodora Boudale
body: You are very welcome, please feel free to reach out if you ever need anything else!


Tags: bitbucket-cloud

cloud
Deployment of multiple microservices to multiple environments
Asked by Marc Benson:

I am looking to implement a CICD a solution that permits deployment to multiple environments (AWS EKS) when a change to a specific branch is committed, this can be easily achieved if I have a single repository of course but in my scenario I have multiple microservices in different repositories that I wish to deploy to the same collection of environments and I'd rather not have to recreate the environment for each microservice or if I add a new environment have to update all my repositories.

What is the best / recommended way to achieve this?


Answers:
author: Erez Maadani
body: Hey [@Marc Benson](/t5/user/viewprofilepage/user-id/857876)

I suggest to have a dedicated repo for mapping each env to the relevant micro-service and its version. This repo would also hold the needed files for your selected deployment tool.

Once you have that, you need a CD pipeline to identify the change and update the version accordingly. IE, the specific branch you would be listening to in order to trigger the deployment, would be from the new repo.

Since you are working with K8s, there are plenty of tools out there, such as argoCD, Helm, Harness, Ansible and more.

Note - the tools above are just the ones I've crossed path with. There are probably more, and even better tools for what you need. Google would be your friend here :)

Good luck


Tags: bitbucket-cloud

cloud