youngmon/atlassian-qna huggingface dataset:
Net Profit Value by deploying Jira Service management Portal
Asked by Xavier Ferrer:

Hello everyone,

A week ago we opened our new Jira Portal to all our agents and public workers in a public administration. This first "MVP" of the portal is not only a channel to fill out an incident ticket, request services or ask questions regarding our IT services, this portal is also focused on being a self-service portal that offers our first and incipient Knowledge space with Confluence that contains news, information from our service catalogs, frequently asked questions, how-to articles, or other manuals and useful guides for the user of our ICT services.

This portal is a key channel for our ICT Support and Assistance Service to users, based on the capabilities of Jira Cloud (JSM \& Asset \& Confluence) and above all to provide and make information more accessible to users, not only the information, comments or answers from the technicians contained in the tickets they have opened, but also to make available to them and autonomously all the knowledge and tools that enable them to solve their support needs by themselves, either by themselves or with the help of the AI from Confluence and Jira.

One of the first ideas we have is to measure on average how this new channel improves our service, and not only by knowing the number of tickets that have been opened through the portal, but also how many incidents, requests or questions have not been necessary be open because the user has been able to solve them by himself, thanks to the information and help provided by the portal itself.

So my question to the forum is how to measure it? How did you do it?

more in detail:

1. How would you measure or make a report easy to implement and subscribe to managers with all daily tickets open through portal? and distributed by service time slots?

2.How will you measure the tickets that you don't have to open because the user has solved himself using the confluence knowledge base?

3. What has been the average response or resolution time improved by using the portal?

4. What is the return of user satisfaction using the Portal?

5. How could a user directly ask the Confluence AI, for example, to provide a summary of an article published in the same confluence knowledge base linked to the portal?

I'm sure that you already have everything more than resolved, so I look forward to your feedback.

Thanks in advance for your input.


Answers:
author: Rilwan Ahmed
body: Dear [@Xavier Ferrer](/t5/user/viewprofilepage/user-id/4849910) ,

I have answer for 1.

Go to main menu --\> Filters --\> View all issues.  
In the JQL, type "*request-channel-type = portal"*. This will give you list of all tickets created from portal. Other channels available are Jira and Email

comments: author: Xavier Ferrer
body: Hi Rilwan,

it?s a good beginning to built a panel in jira !

thk?s a lot


Tags: cloud

jira-self-service-portal

jira-service-management

jira-service-management-cloud
Why my automation rule is not triggered ?
Asked by Rapha?l NORYNBERG:

Hi everyone !

I'm trying to set a transition with automation rule, but it seems to never be triggered.

The rule contains 3 components :

**When** commit is created

**if**state is equal to "? dev"

**then**Make transition to the state "En cours de dev"

As I saw plenty of tickets about that topic, I have already made many checks :

- My DVCS account with Gitlab is activated, and my repo is listed on Jira.

- The automation rule is activated, on the relevant project, and the "actor" is "Automation for Jira".

Edit\* : - When I do a commit quoting my Jira ticket, the commit does NOT appear on my Jira ticket.

- My workflow allows that transition.

Someone can help me to understand where is the problem ?

Thanks in advance


Answers:
author: nmenere
body: Hi [@Rapha?l NORYNBERG](/t5/user/viewprofilepage/user-id/4342690) ,

The fact that a commit quoting the Jira ticket isn't being picked up suggests that the linking isn't correct. If Jira can't identify that a commit has been made, it wont pass the event onto Jira.

Can you double check that GitLab is connected properly and that the project is associated withe right Repo?

Cheers,  
Nick Menere  
Automation Group Product Manager

comments: author: Rapha?l NORYNBERG
body: Hi [@nmenere](/t5/user/viewprofilepage/user-id/3612082) !

Sorry I've been busy.

So I have restarted everything from scratch, and this is what I have done so far :

- Create an integration on my self-managed Gitlab with Jira using an api token made with my Athlassian account. =\> with that I can see my commits and MR when I comment them with my issue ID.

- Create an "application" Jira-integration on my gitlab user settings =\> this provided me the informations for the next step.

- Create a DVCS account on Jira with my self-managed Gitlab =\> My project is visible, synchronized and "Smart commits" are enabled.

- Recreate the automation rule described on my initial post =\> The automation rule is active, on my project, and using the "Automation for Jira" user.

My rule is still not triggered ...

Some additional informations :

- I can see the "Development" section in the side panel of my Jira issue

- In this same side panel when I click on "Rule executions" it says "No automations available."

- But then when I click on "Manage rules" it shows me my rule, activated.

So, any ideas ?

Thanks in advance for your help !


Tags: gitlab

transition

trigger
How do I use smart values to give me the link to a ticket created by the current automation rule?
Asked by Julia:

I created an automation rule that generates a new ticket based off the updated fields of another ticket.

I then want to send a slack message with the link to that newly created ticket within the same rule. what smart value do i use to access the link to the newly created ticket? ![Screen Shot 2021-06-15 at 7.54.42 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/147531iBA69FC2C004BDD35/image-size/large?v=v2&px=999 "Screen Shot 2021-06-15 at 7.54.42 AM.png")


Answers:
author: Gareth Cantrell
body: Hi [@Julia](/t5/user/viewprofilepage/user-id/3416541)

You can use the smart value *{{createdIssue}}* to access the last created issue in the rule.

Like with {{issue}}, you can use {{createdIssue.url}} to retrieve the URL to the issue.

comments: author: Julia
body: Thank you so much!


Tags: issue

issue-create

jira

smart-value
Is there a way to find A4J rules by a specific actor?
Asked by Thiemo Hiecke:

I have found by chance an Automation 4 Jira (Server) rule that does not have our technical user as actor, but a (former) employee (user deactivated).

Is there a way to find rules by a specific actor or - better - NOT having our technical user as actor?

Solutions including searches in the Jira DB are fine, too! :-)

Thanks

Thiemo


Answers:
author: Bill Sheboy
body: Hi [@Thiemo Hiecke](/t5/user/viewprofilepage/user-id/4440087) -- Welcome to the Atlassian Community!

I do not believe that is possible yet, based upon this suggestion: <https://jira.atlassian.com/browse/JRACLOUD-76835>

One work-around would be to export all rules to JSON, and then search the results for what you need to know. We did that to find use of certain custom fields and other things.

Best regards,

Bill

comments: author: Darryl Lee
body: Re: JSON, I've had to do this very thing. So there's a very powerful tool called [**jq**](https://stedolan.github.io/jq/) that parses JSON and lets you filter/format it however you like.

But for something like this, I just used its rudimentary "prettifying" feature, and then combined it with good old egrep:

```

jq . automation-rules-202008312215.json | egrep '^  "name":|username'
```

So, **jq .** takes the unformatted JSON export of all rules, and formats it all pretty, with one attribute per line, indented nicely.

Then egrep searches for lines that start with: **\[4 spaces\]"name":**

OR contain: **username** (you would replace this with the username you're searching for)

You should then end up with a list of EVERY rule, and if the username shows up anywhere in that rule, it will be listed after that rule, so like:

```
??"name": "Auto assign on transition"
??"name": "Balance support load for team",
????"value": "johndoe"
??"name": "Offboarding - Sub Tickets Creation",
????"value": "johndoe"
????"value": "johndoe"
```


author: Thiemo Hiecke
body: Hi [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) and [@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322)  

thanks for your replies! Exporting to JSON is really a good workaround with some more potential for administrating rules. And I will definitely take a look at jq.

Kind regards,

Thiemo


Tags: jira

server
Setting up alerts for items stuck in a workflow
Asked by Ricardo Augusto Pereira de Matos:

Hello, dear colleagues.

Is there any way to set up an alert when an item is stuck for more than 3 days on a Jira kanban board?  
I?d like to send an alert to the devs team (through e-mail or Slack) every time this happens.

Thanks in advance!

Best Regards,

Ricardo Matos


Answers:
author: Bill Sheboy
body: Hi [@Ricardo Augusto Pereira de Matos](/t5/user/viewprofilepage/user-id/4206455)

Yes, you can do that. Some clarifying questions to help decide options are:

* Are you using Jira Cloud or Server/Data Center?
* And, if using Cloud, are you using a Company-Managed or Team-Managed project?

In general, you can do what you ask with a query:

project = myProject AND statusCategory = "In Progress" AND NOT status CHANGED AFTER -3d

Depending upon your Jira and project version, you can:

* All versions: create and save that filter, create a subscription, and have it send an email on a schedule
* All versions: add an automation rule to send an email on a schedule for issues matching the JQL. With this option you can also send the message to Slack and other tools.
* Jira Server/Data Center, and Cloud with Company-Managed project: add a card color or quick filter to your board to show the stuck issues

Best regards,

Bill

comments: author: Ricardo Augusto Pereira de Matos
body: Hello, [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)

Thanks a lot! This query worked just fine with the second option of the action list you described.

Answering your questions, I believe the company is using Jira Cloud. And in this particular case it?s a Team-Managed project.

Best Regards,

Ricardo Matos
How to copy Epic link from another ticket on creation
Asked by Gabriel Viger:

Hello everyone!

I was wondering how to copy an Epic link from another ticket (dynamically) on creation of another ticket.

My rule is:

* When: Manual Trigger
* If: issuetype = story
* Then: Create task, link task to trigger issue and (this is where I am stuck), copy epic link from the issue where the rule was triggered.

I tried every option possible but when defining the field epic link in the task creation part of the rule, I don't have the option to copy the epic from the trigger rule.

Thanks for your help!


Answers:
author: mmorales
body: FWIW for anyone coming here with this issue, I had noticed the \`*Epic Link*\` field to set the value to, but it lists already existing epics.

Turns out if you start typing you will find several values \`*Copy from ...* \`... including \`*Copy from trigger issue*\`.

![Screen Shot 2022-07-06 at 3.34.12 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/204872iF99BA5703347DD1F/image-size/large?v=v2&px=999 "Screen Shot 2022-07-06 at 3.34.12 PM.png")

That's what I needed.

comments: author: Morgan Folsom
body: Thanks so much for adding this response! This is exactly what I needed, too.


author: Airbus Driver
body: Are you still stuck on this? Can you show a screenshot of your attempt? This is what I tried whilst attempting to get what you wanted;

![Screen Shot 2021-07-29 at 4.00.55 pm.png](https://community.atlassian.com/t5/image/serverpage/image-id/153482i1848C6B2DBBC837E/image-size/large?v=v2&px=999 "Screen Shot 2021-07-29 at 4.00.55 pm.png")


Tags: cloud
Edit linked issue when changing the status of subtask of common parent user story
Asked by Ji?? Jano?ek:

Hello, I can't solve the automation, when during the trigger of the subtask state change of the parent user story I need to change the linked issue attribute to the same user story.

i have already solved trigger Issue transitioned and jql conditon for select subtask whitch i need, but after that im stuck. I'm stuck. I don't know how to get to the corresponding linked issue via Branch rule / related issues.

Can you please advise me how to do this?

Thank you.


Answers:
author: Bill Sheboy
body: Hi [@Ji?? Jano?ek](/t5/user/viewprofilepage/user-id/3349574)

I am not following your use case well.. For automation rule-related questions, it can help to post an image of your rule details and the audit log for the execution. That may provide context for the community to offer suggestions. Thanks!

It seems like your scenario is:

* WHEN an issue transitions
* AND the trigger issue is a sub-task
* AND its parent has another related sub-task
* THEN change some link in the related sub-task

Is that what you are describing? If not, please clarify a bit.

Best regards,

Bill

comments: author: Ji?? Jano?ek
body: Hi [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) ,  

this is a rule, but not correct, because the linked issue is not linked to a triggered subtask but on a user story. so this rule doesn't find any linked issue and i don't know how to do it to find it. maybe it's clearer now what I need to do.  

![rule.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/146940i987AB8D5837761B4/image-size/large?v=v2&px=999 "rule.JPG")  
Thank you.  

Jiri.


Tags: cloud
Automation: Label change when shifting between teams boards
Asked by Joshua Buchanan:

Hey all,

We run a single project for a large product, with multiple teams utilizing different boards.

As we have some tasks running through from team to team, we use clear labels to define which Team this is sitting with, so that everyone is in the know \& and our boards are kept (mostly) clean.

Though the challenge we are facing is that people are forgetting to remove and change over labels, our data is getting skewed.

Is there a way to automate the process, so for example if a task goes:  

To '***Board A*** ', it removes the last label and assigns ***'Label A'*** *(associated with that current board)*   

If the task then needs to get moved on to '**Board D** ', it would then remove 'Label A' and assign '**Label D** ' *(associated with that current board).*

Hopefully, that makes sense?

Thanks in advance!


Answers:
author: Bill Sheboy
body: Hi [@Joshua Buchanan](/t5/user/viewprofilepage/user-id/4361338)

That sounds possible to do with Automation for Jira rules.

You note using multiple boards for the different teams; what is different in the team filters to support the shift from one team to another (e.g. Component = Team1 vs Team2)? Using that information, you could trigger a rule on that field changing and then update the labels.

Best regards,

Bill

comments: author: Joshua Buchanan
body: Hey Bill,

Thanks for messaging back :)  

Great answer, the difference would be the naming convention - eg. optimization vs experimentation - if that makes sense?

Cheers,

Josh


author: Bill Sheboy
body: Josh, what do you mean by "naming convention"? Are you changing the summary (title) of an issue based upon the team working on it?

If so, you may want to consider using a field like component or label instead to reflect such a change of teams. Those are less likely to be impacted by typos for changes.


author: Joshua Buchanan
body: Hey Bill,

Sorry for any confusion - what we are changing is simply the Label. By changing this, said ticket then gets pulled into a different board.

Does that make sense?

Cheers,

Josh


author: Bill Sheboy
body: Hi, Josh.

That makes sense: you are using labels to manage on which team's board the issue appears (based upon the filters). You should be able to edit the label directly to move issues or create an manually triggered automation rule to do so...although that would seem more complicated than just changing the label.

Am I missing something about your use case?


Tags: board

cloud

label

project
How to get Testrail : Reslts attached to the Story using Jira Rest API ?
Asked by Vrutika J:

![testrail.png](/t5/image/serverpage/image-id/146485iFFD2AFB0D7D88BA3/image-size/large?v=v2&px=999 "testrail.png")


Answers:
author: Hyrum Steffensen _Appfire_
body: Hello Vrutika,

Please take a look at the TestRail API documentation found [here](https://www.gurock.com/testrail/docs/api/getting-started/accessing#APIScriptRepository).

Regards,

Hyrum


Tags: cloud
rest/servicedeskapi/servicedesk log e
Asked by Greg Bailey:

We are evaluating upgrading from Jira 8.5 to 8.13.7. on an upgraded server the logs are being spammed with the below entries:   

```

2021-06-07 21:31:31,754+0000 http-nio-127.0.0.1-8081-exec-149 url: /secure/404.jspa WARN [c.a.j.w.action.util.Error404] Detected anonymous access to page <<OUR BASE URL>/rest/servicedeskapi/servicedesk> redirecting to login pag?
```

But I cannot determine where this is coming from or what may be causing it.  

again we are on Jira Server 8.13.7.  

Any types on how to determine where this is coming from?


Answers:
author: CMorkan
body: we also have this error. Since we switched from JIRA 7.13.18 to JIRA 8.20.1, I've been getting these requests galore. We do not have a service desk installed. The server was a fresh install with data transfer. We made sure that we have the same build no. of Application Server and Database Server after the upgrade process. We have matched all the tables with the default database of Jira. No abnormalities.

It would be great if we get some new input or someone already has a solution for this issue.


author: Brant Schroeder
body: [@Greg Bailey](/t5/user/viewprofilepage/user-id/338964) - I would assume that the system is behind a firewall of some sort. I would reach out to your networking team and work with them to identify where the traffic is coming from and block it.

comments: author: Greg Bailey
body: Indeed, waiting for them to assist.  

In the meantime was hoping to find out if anyone knew what could be making this call to a servicedesk api endpoint when we aren't running servicedesk.  

This did not start happening until we upgraded the Jira sever to 8.13,7.  

<br />


author: Brant Schroeder
body: [@Greg Bailey](/t5/user/viewprofilepage/user-id/338964) - That is a great question. I checked through release notes and did not see anything that would have that API running now and not in the past. I am wondering if there are some apps that are deployed now as part of Core or Software. Do you have the following app JIRA Service Desk Public REST API plugin installed and running?


author: Greg Bailey
body: Nope, not that I would have installed and I pretty much own this for our company.  

I just double checked all installed apps and didn't find it. it may be a module in one of the installed ones apps though.

is there a trick to scan all installed app module names?


author: Brant Schroeder
body: Greg,

If you go to the manage apps page and select all apps you should be able to search there for "rest" and see what is installed.


author: CMorkan
body: Greg,

we also have this error. Were you able to find out what the problem was? What findings did you make?


author: Hyrum Steffensen _Appfire_
body: Hello Greg,

Consider using the [Jira HTTP Requests Log Analyzer](https://confluence.atlassian.com/enterprise/jira-http-requests-log-analyzer-461504620.html) or Splunk.

Regards,

Hyrum


Tags: jira-server
Need help updating Jira Insight Objects/Assets from a Jira Service Management form
Asked by Jeffrey Saunders:

Can anyone point me to the right direction for integrating my Insight fields to a "Service Management Project"?  

I can get them to display, search for the fields in the form list, but now I need to actually change the data based on the input from the end-user.  

Example:  
- User accesses portal to update their Information  
- Selects their name from a drop-down   
- 2 more fields are display where they can Type in the updates/changes  
- User submits, automation swaps the Insight attributes with what they typed, or selected (if it is a "Type Value" that is tied to another Object Type w/a dropdown.   

The goal here is to make the updating of just a couple of attributes for end-users, vs giving the entire team access to Insight to make the changes. These are just things like their Skills or Team Association (drop-down Object Type) for example.  

Is Insight ready for this type of integration for more HR related tasks?  

<br />


Answers:
author: frother
body: Hi Jeffery,

Thanks for reaching out.

Using automation for Jira there is support to update the insight object custom fields in the create/edit/clone/create service desk request actions. You can find them under "Fields to set in those actions".

However, currently, you cannot trigger the rule from changes to insight fields currently, so when you mention you want to update them based on user input, what input is that, most other standard Jira fields are supported via the field value changed trigger.

Thanks,

Scott.

comments: author: Jeffrey Saunders
body: Scott,  

Thanks for the response.  

I want the user to be able to select their name (which is a user type field in insight).  

Then if their name is selected only update the certifications/team association/etc attributes on their Object (them being the Object in this case).   

Maybe there is an easier way I am just not thinking of?


author: Hyrum Steffensen _Appfire_
body: Hello Jeffrey,

If you would like to show or hide custom fields you would normally need to use a scripting solution such as Power Scripts Live Fields. At the moment Live Fields does not support Insight custom fields out of the box. However, you can use some JavaScript as a workaround. For more information, see this Power Scripts documentation on "[Hiding and Showing Custom Fields That Are Not Supported](https://anovaapps.atlassian.net/wiki/spaces/PKB/pages/534348300/Hiding%2Band%2BShowing%2BCustom%2BFields%2BThat%2BAre%2BNot%2BSupported)".

If you are looking to get or set Insight custom field information, I can also show you how to do that using Atlassian REST API as detailed in this [Insight documentation](https://documentation.mindville.com/insight/latest/insight-with-jira-rest-api-33466746.html).

Because of Confluence Cloud security features, you may need to open the documentation in incognito mode or by logging out of Confluence.

Full disclosure, I am a product engineer for Power Scripts by Anova Apps, an Appfire company.


Tags: addon-com.riadalabs.jira.plugins.insight

insight
Automation Rule - add an issueType under an Epic
Asked by tal:

Automation for jira:

when Epic transitions from in progress to QA and the Epic == true to some specifications, I want to be able to create an issuetype under it (linked to it)

Please help


Answers:
author: Hana Ku?erov?
body: Hi [@tal](/t5/user/viewprofilepage/user-id/4246771) ,

yes, this should be possible, something like:

WHEN: Issue transitioned (FROM In progress TO QA)

Issue type equals Epic (using Issue fields condition)

AND: some other condition

AND: ...

THEN: Create issue (Epic Link: Trigger issue)
Can't upload results file in Cucumber for Jira plugin
Asked by Rodrigo Montenegro:

When I try to upload results files manually, nothing shows up.

this is the option:

![Screenshot_1.png](https://community.atlassian.com/t5/image/serverpage/image-id/146245i7B3499B61D3FA6B0/image-size/large?v=v2&px=999 "Screenshot_1.png")

this is what I see, nothing:

![Screenshot_2.png](https://community.atlassian.com/t5/image/serverpage/image-id/146246iD3DF63FE7B95AD4B/image-size/large?v=v2&px=999 "Screenshot_2.png")

What happens?


Answers:
author: frother
body: Hi Rodrigo,

You have posted this question in the Automation for Jira community, you will most likely get a better response if you reach out to the [Cucumber for Jira support team.](https://marketplace.atlassian.com/apps/1221264/cucumber-for-jira-bdd-natively-in-jira?hosting=cloud&tab=support)

Cheers


Tags: cucumber

jira-cloud