youngmon/atlassian-qna huggingface dataset:
Issue fields condition request type does not work
Asked by Gergely M?rton:

We have Jira service management, and we want to approve some of the requests automatically based on their requesttype, the issue type is not an option. The automation it is set like this:

![image.png](/t5/image/serverpage/image-id/303952iDF4F19F99EA8D5F0/image-size/large?v=v2&px=999 "image.png")

The problem is: When we submit a request in this request type, the automation does not approve it. Instead it executes the last else block. I do not understand the problem here. I think the condition is set properly.

Thank you for your help!


Answers:
author: Marc - Devoteam
body: Hi [@Gergely M?rton](/t5/user/viewprofilepage/user-id/5420770)

Welcome to the community.

Please share you complete automation, as this will help community members to help you.

Also show the audit log details of the rule.

comments: author: Gergely M?rton
body: Thank you for your response!

We've resolved the issue, but for the benefit of others who might encounter something similar, I'd like to share the solution:

In Jira Service Management (Cloud), if an automation rule uses the request type of an issue, it cannot access the request type at the moment when the issue is created. Therefore, an automation rule with the 'when issue created' trigger cannot use the request type of the issue.

To work around this, I used a hidden field on the portal with a default value. The automation rule was able to interact with this field.


Tags: automation

cloud

custom-field

error

jira-service-management

jira-service-management-cloud

request-type
Screen layout consistency
Asked by karel_mellen:

How do we ensure consistent layout? For example, one of our most important fields is only present on certain request forms, where it's essential for client selection.

The issue arises because this field is grouped with other important custom fields on the service tab of the screen. This grouping only occurs unless the incident was NOT submitted through a request form that includes this field.

Consequently, this leads to inconsistent layouts within a single issue type, where the field's position is not determined solely by the screen configuration.

We're facing challenges with how the request form has become so prevalent in the cloud environment.

Can someone explain why there's been such a drastic shift compared to server behaviour?

Also, we have a concern about the 'requested participants' field, which consistently fails to appear on the create screen


Answers:
author: Joseph Chung Yin
body: [@karel_mellen](/t5/user/viewprofilepage/user-id/589906) -

When your project admins create request forms, did they follow some guidelines/standards to ensure the needed field is configured on every request form?

In regards to "Requested Participants" field, can you provide more details on the failures that it is not appearing on the create screen? Are you referring to the Portal UI or Project UI when creating issues for your env?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: karel_mellen
body: Hi [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739)

Thank you for taking the time to answer my question.

The issue is that this field is not always required on the request form. It's only necessary in specific situations where the customer must select the value themselves. Consequently, the placement of this field varies inconsistently, depending on which request form is utilized.

So in short, no \*we\* can not place the field on every request form.

Currently, both the Watchers and Request Participants fields can't be added to the Create Issue screen (and to the Request Type settings for Service Management projects). Reference: <https://jira.atlassian.com/browse/JSDCLOUD-1511>

Both issues are very related: the request form suddenly became very prevalent in the service agent's jira backend and how things are organised.


Tags: cloud

jira-service-management

jira-service-management-cloud
Change Custom Field values by Organization
Asked by Okan Zengin:

Hi there,

Added a custom field to Issue create screen. It's a select list. I want to change this list's values by the organization. Is it possible ?

E.g When A organization is selected during Issue creation, then B-C values should be selectable on list of custom field.  
When X organization is selected during Issue creation, then Y-Z values should be selectable on list of custom field.

I hope the information I provided is clear and sufficient.

Thanks.


Answers:
author: John Funk
body: Hi Okan,

I don't think there is an easy solution to this. You might see if an Atlassian Marketplace app could do it.

You could create an advanced (ProForma) form that has conditional sections in it, but you would have to have a section for each Organization and the associated values. So if there are a lot of Organizations you want to do this with, it might not be achievable. And all of this would be manual work to setup and maintain.


author: Sujan Dahal
body: This can be achieved by using forms.


Tags: cloud

jira-service-management

jira-service-management-cloud
OAuth 2.0 is not enabled for method
Asked by Darragh Carroll:

I constantly receive an OAuth 2.0 error message when calling any endpoint of the servicedeskapi.

Example: "OAuth 2.0 is not enabled for method: GET /rest/servicedeskapi/servicedesk"

I've tried the older API and v2, but both return the same error. The scopes I'm using are "read:servicedesk-request", "manage:servicedesk-customer", "write:servicedesk-request", "offline_access"

Example requests below.

GET <https://api.atlassian.com/ex/jira/{cloudId}/rest/servicedeskapi/request>

H- Authorization: Bearer xxx

H- Accept: application/json

\*Fails with OAuth 2 error

GET https://{myDomain}.atlassian.net/rest/servicedeskapi/request

-H Authorization: Bearer xx

-H Accept: application/json

\*Fails with OAuth 2 error

Any ideas as to why these calls fail? As mentioned, all other calls fail, GET and POST on any endpoint.

For more context, this worked for a client until January 31st and suddenly began failing.


Answers:
author: Luke Whitelock
body: Were you able to resolve this I am having the same issue?

comments: author: Darragh Carroll
body: Unfortunately not Luke. Still troubleshooting. I created a new OAuth app with the same scopes as my prod app, and it works fine. Bit of a head scratcher.


Tags: cloud

jira-service-management

jira-service-management-cloud
Export Jira assets from issue type project to IT Asset Management (ITAM).
Asked by josh.clearihan:

Hi there,

We recently migrated to Jira cloud. In the past we have managed out assets via a project within Jira using issue types, statuses, workflows and customer fields to manage our fleet of Assets.

Not that we are migrated (and have an Enterprise license) IT Asset Management (ITAM) (formerly Insight) is available for us to use as a native app within Jira Cloud.

What is the best method in getting a large number of Assets (Issue Types) and related data, fields, statuses etc into the new Asset Management feature? I have searched online but cannot find much specifically with this problem except for exporting via csv.


Answers:
author: josh.clearihan
body: Does anyone else have experience with the export of assets from a Jira Project to the import of those assets to IT Asset Management (ITAM) (formerly Insight) ?

Thanks in advance.


author: Diet Bos
body: Good afternoon,

Would this link be something to help you forward :

<https://support.atlassian.com/jira-service-management-cloud/docs/import-objects-into-asset-in-jira-service-management/>

Regards

Diet

comments: author: josh.clearihan
body: Thanks [@Diet Bos](/t5/user/viewprofilepage/user-id/5111493)

I have reviewed that link in the past, but it doesn't contain an exact guide to export issues from a Jira project and importing them into the ITAM, matching attributes via CSV etc. There is certainly importing info for CSV and JSON but that is not from a Jira project.

I'm looking for a guide or high-level steps to export assets (Jira Issues) from a Jira project to the new Asset and configuration management cloud feature.


author: Diet Bos
body: I am afraid that i am not able to assist you further then. Good luck finding your solution!

Regards

Diet


Tags: asset-management

assets

assets-discovery

cloud

insight

itsm

jira-service-management

jira-service-management-cloud
How many email request emails can jira handle?
Asked by Peter Aldana:

Hello,

I'm reaching out to inquire about the feasibility of configuring multiple email request channels for our IT Service Management (ITSM) system.

Given our expansive global team structure, with dedicated IT support in both the EU and the US, we're exploring the option of establishing two distinct email addresses: it@eu and it@us.

Our aim is to streamline ticket generation by allowing users to email either address, ensuring that tickets are automatically routed to the appropriate queues based on their region. Is this something that can be implemented?

I was thinking we can probably set up an email and set the alias' per region but was hoping to have them be able to generate in their region queue.

Just wanted peoples thoughts on if this is possible or how most companies workaround this. Super new to jira so want to see what we can do to make this easier on us and the user

I know if we use one email its going to go crazy getting an email from everywhere in one queue


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Peter Aldana](/t5/user/viewprofilepage/user-id/5177186)

For one JSM project you can only listen to one incoming Email-Adress which is either the Default or a Custom adress.


Tags: cloud

jira-service-management

jira-service-management-cloud
Looking for a report to capture all tickets with a Createdate of last month?
Asked by Frank Robb:

Looking for a report to capture all tickets with a Createdate of last month?


Answers:
author: Jack Brickey
body: Hi [@Frank Robb](/t5/user/viewprofilepage/user-id/5384079) , how about this...

project = abc and created \< startofmonth() and created \>= startofmonth(-1)


author: Joseph Chung Yin
body: [@Frank Robb](/t5/user/viewprofilepage/user-id/5384079) -

To supplement what [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) stated, you can use the JQL above and export the issues into CSV for Excel to further diced/sliced to generate your report.

In addition, you can also save the JQL as a saved filter where you can reuse it again.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Calculate the difference between two date/time fields in a numeric field
Asked by Trevor Overstreet:

Hey Community!

I am attempting to calculate the difference between a date/time field and display how long it took in time (numeric field \<- if this is the correct field type for the formula).

Example:

Field: "Incident Detect time" is 6/26/23 6:34:00 AM

Field: "Start time" is 6/26/2023 5:23 AM

Current formula in automation:

{{issue.customfield_13159.diff(issue.customfield_13462).days}}

But when using this formula it calculated 0, when I need it to be 6:34:00 AM - 5:23 AM = 1.11.

Should .days in the formula be something else?

![Screenshot 2024-02-01 at 6.26.34 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/303901i26610A1BACEABB42/image-size/large?v=v2&px=999 "Screenshot 2024-02-01 at 6.26.34 PM.png")


Answers:
author: Mayuresh Kamble
body: Hi [@Trevor Overstreet](/t5/user/viewprofilepage/user-id/4884238) ,

Create MTTD field as a text type and then use the smart value in the automation - **{{issue.customfield_13159.diff(issue.customfield_13462).days}}** or **{{issue.customfield_13159.diff(issue.customfield_13462).prettyPrint}}**

Regards,  
Mayuresh

comments: author: Trevor Overstreet
body: Hey Mayuresh,

I recreated the field to be text and tried both formulas above with no luck. The .days still displayed 0. And .prettyPrint displayed "0 seconds".

Any ideas on how to get the difference to 1.11?


author: Trevor Overstreet
body: Actually the formula may be working (.prettyPrint). Continuing to test


author: Trevor Overstreet
body: The calculation works and changed to {{issue.customfield_13159.diff(issue.customfield_13462).minutes}} to only show minutes. Thank you!


author: Mayuresh Kamble
body: Hi [@Trevor Overstreet](/t5/user/viewprofilepage/user-id/4884238) ,

Glad to know that it worked!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to remove 'no request type' from Request type ?
Asked by Maggie Xu:

I defined several request types (change request and report incident). However, the option to pick 'No request type' can not be removed, which should not be an option since I don't want this option been displayed and it will cause confusing and issue.

How to remove or hide the 'No request type' option from the request type list ? Thanks for any help in advance.

Kind regard,

Maggie

![Screenshot 2024-02-01 at 2.49.59?PM.png](/t5/image/serverpage/image-id/303892i2692575B3782C072/image-size/large?v=v2&px=999 "Screenshot 2024-02-01 at 2.49.59?PM.png")


Answers:
author: Jack Brickey
body: You cannot remove that. It represents an empty request type field.


author: Joseph Chung Yin
body: [@Maggie Xu](/t5/user/viewprofilepage/user-id/5400789) -

Welcome to the community. In addition to what [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) stated, are your team creating issues directly from the project UI? What is your reasoning that issues are being created within the project UI? By default, issue is typically created via the portal UI where customers will select the different request types defined.

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Import with.csv and create linked object attributes in Assets
Asked by Michael Frade:

I have a .csv with the Objects I would like to create. the attributes in the csv vary from just text to dropdown selects as well as links to other objects. Is there a way to import and create those linked object attributes as well as create the dropdown lists for select type attributes? Or do you need to build it all out first and then map it?


Answers:
author: Joseph Chung Yin
body: [@Michael Frade](/t5/user/viewprofilepage/user-id/5420486) -

Welcome to the community. You will need to ensure that your Assets object schema is all configured and setup before you use CSV file to import objects.

Here are a few reference links on this topic -

<https://support.atlassian.com/jira-service-management-cloud/docs/import-objects-into-asset-in-jira-service-management/>

<https://support.atlassian.com/jira-service-management-cloud/docs/prepare-your-data-for-importing-into-assets/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Michael Frade
body: Thanks, I have read thru those pages prior. I haven't found anything that points to formatting the csv or settings in Jira to take an attribute in the csv that should be a referenced object and create that object if it does not exist. I can link it if the object already exists but then it becomes chicken and egg. I have software that links to a server and vice versa but which do I make first. So then it becomes do I have to go and just make all the objects and then have to go back and add attributes, that seems rather cumbersome and potentially miss or duplicate things on the separate imports.

Other struggle is a text select type attribute, do those all need to built out before hand or is there a way to have it create on import?


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
Autopopulate Organization Field on Jira when created from Slack
Asked by Manjula Arudappa:

When my client submits the ticket on Slack, and the ticket gets Autocreated on Jira, I want the Client's organization to be auto-populated on the Organization field on the created JIRA ticket, how can I achieve this ?


Answers:
author: John Funk
body: Hi Manjula,

You should be able do this with an Automation Rule. Just do an Issue Created trigger for the project then an action for Edit Issue. Select the Organization field and base it on the email domain of the Reporter.

comments: author: Manjula Arudappa
body: Thank you John, this worked!

Is it possible to pull the slack channel name and populate it on the Organization field in Jira for the same scenario?


author: John Funk
body: I don't think that is possible, but have not tried it either. Not sure where to start with that other than opening a support ticket with Atlassian to ask.


Tags: cloud

jira-service-management

jira-service-management-cloud
Agent activity report
Asked by Sebastian Krzewi?ski:

Hi

I'm looking for a tool that helps me to get more statistic about agents e.g. how long ticket was assigned to agent, how many times assignee was change before issue was solved.

Seba


Answers:
author: Joseph Chung Yin
body: [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725) -

Hi Sebastian:

Out of the box, the type of reporting that you are asking for is limited. You will need to look for a third party add-on from Atlassian Marketplace to give you the enhanced functionality for reporting process.

In our DC env, we uses EazyBI add-on for report generation - [https://marketplace.atlassian.com/apps/1211051/eazybi-reports-and-charts-for-jira?tab=overview\&hosting=datacenter](https://marketplace.atlassian.com/apps/1211051/eazybi-reports-and-charts-for-jira?tab=overview&hosting=datacenter)

I hope you have already migrated your env from server to either Data Center or Cloud already, as the server env will be de-supported (EOL) by Atlassian this month. Where this will also impact the add-on selections too.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: M?rti?? Vanags
body: Hey [@Sebastian Krzewi?ski](/t5/user/viewprofilepage/user-id/1561725)

You could try eazyBI for Jira app for this report.

It would import measures like "Days assigned", "Transitoins to assignee" automatically that you can use to show each assignee spent on the resolved issue.

![report example.png](https://community.atlassian.com/t5/image/serverpage/image-id/303948i185A65745C9069D5/image-size/large?v=v2&px=999 "report example.png")

You check other useful report examples here:

<https://eazybi.com/accounts/1000/dashboards/14871-chart-types>

Martins / eazyBI team


Tags: jira-service-management

jira-service-management-server

server
Looking for help in creating a service request and filling in the associated form via API
Asked by Mike Hilty:

I am working on a project to integrate Salesforce with Jira Service Management. Our sales and customer support teams use Salesforce, and we are looking to have Salesforce create a JSM request when a customer signs up for additional services for our operations team to action on.

The main thing I'm looking for is how I would go about creating the ticket, associating the request type, and filling out the request form all using the Jira Cloud API.

I am familiar with working with Jira Software issues via API, but not familiar with all of the nuances of JSM.


Answers:
author: Carlos Garcia Navarro
body: Hi Mike,

I think this other post may be helpful. Have you checked it out? <https://community.atlassian.com/t5/Jira-Service-Management/Create-a-ticket-to-vendor-s-ticketing-system/qaq-p/2508822>


Tags: cloud

jira-service-management

jira-service-management-cloud
Default Web Portal to show Details of the ticket expended
Asked by Patricia Limbu:

Hi

When my users and myself (admin) view tickets in JSM web portal the "Show Details" needs to be clicked to show the details of the ticket. Is there a setting that i can select to make the details section always expended so they don't need to click on the "Show details" link?

Its throwing off some of the new users that they don't know what the ticket is about, except for the summary.

![2024-02-01_12-53-06.png](https://community.atlassian.com/t5/image/serverpage/image-id/303865i816E15546F198A79/image-size/large?v=v2&px=999 "2024-02-01_12-53-06.png")

Thanks!


Answers:
author: Carlos Garcia Navarro
body: Hi [@Patricia Limbu](/t5/user/viewprofilepage/user-id/5119145) ,

I don't think this is available today, but there is this request to implement it where you could vote for the feature:

<https://jira.atlassian.com/browse/JSDCLOUD-9024>

comments: author: Patricia Limbu
body: done, thank you [@Carlos Garcia Navarro](/t5/user/viewprofilepage/user-id/1031232)


Tags: cloud

jira-service-management

jira-service-management-cloud
Calculate number of days left on contract
Asked by Frank Collazo:

I have two asset attribute fields "Start Date" and "Stop Date" and want to use automation to count down daily when time strikes 0000 hrs to a third field "Days to End of Contract". How can this be done? Do I use the asset automation or project automation and how?


Answers:
author: Brant Schroeder
body: [@Frank Collazo](/t5/user/viewprofilepage/user-id/5109222) what are you trying to accomplish with the third field? Are you going to have some sort of notification or is it just information on the issue?


Tags: jira-service-management

jira-service-management-server

server
Why KB articles appear automatically in JSM (not Portal) even if there is no tag or info associated
Asked by Walter:

We have a Jira project and created a KB in Confluence linked to it.

For testing and explaining to the Support teams how this works I created dummy articles directly in the Confluence KB and then I created test issues using portal.

The problem is that the articles appear in the issues (not in the Portal) regardless there are tags or info in common.

KB articles

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303819i18A31F5DEE4147BE/image-size/large?v=v2&px=999 "image.png")

Ticket (in some cases it even offers the Main Page!!)

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/303820i2452C4EDBE634C00/image-size/large?v=v2&px=999 "image.png")

We want to understand how this works and how can it be modified to it does not show articles not associated with the topic.


Answers:
author: Walter
body: Can someone help me with this?


Tags: confluence

jira-service-desk-server

jira-service-management

jira-service-management-server

knowledge-base