youngmon/atlassian-qna huggingface dataset:
How do I ensure requesters are not required to create an account
Asked by Aidan Armstrong:

Hi there,

My team created a JIRA Service desk with the purpose of routing communication requests through the portal. As it stands, requesters (or "customers") are not able to create requests without creating an account.

Is there a way to format these desks so that requesters do not require an account?


Answers:
author: Allen Chen
body: Hi Aidan,

Please refer to the below link.

<https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud>


Tags: cloud

jira-service-management

jira-service-management-cloud
Criar resposta pronta Compartilhada
Asked by Fabiano Rocha:

Em meu projeto n?o estou conseguindo compartilhar repostas pr?-definidas. Como mostrado abaixo, a op??o de compartilhar a resposta pr?-definida n?o aparece. Sabem me dizer se isso ? configurado em algum outro lugar?

![Captura de tela 2024-09-24 144223.png](/t5/image/serverpage/image-id/349057i7612BE9767B88D98/image-size/large?v=v2&px=999 "Captura de tela 2024-09-24 144223.png")


Answers:
author: Camilo Galleguillos
body: Ol?, Fabiano!

A captura de tela que voc? est? mostrando ? o formul?rio para criar as respostas prontas. Depois de cri?r a resposta pronta e atribuir um nome a ela, voc? poder? selecion?-la ao responder a um ticket.

|----------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
| ![cgr-sr-badge](https://community.atlassian.com/t5/image/serverpage/image-id/347388iD1F5778507717E49/image-dimensions/258x124?v=v2 "cgr-sr-badge") | #### Camilo Galleguillos {#toc-hId-374382922} Sr. Technical Consultant [**ServiceRocket**](https://servicerocket.com/) [camilo.galleguillos@servicerocket.com](mailto:camilo.galleguillos@servicerocket.com) Santiago, Chile |


Tags: cloud

jira-service-management

jira-service-management-cloud
Why does a customer still show up as a reporter option after they've been removed from JSM?
Asked by Zekeriya Spoth:

I removed a customer so they no longer show up in the customer list or the 'people' list in the project settings. However, when I open up an issue and change the reporter with in the 'details' section of the issue, the removed customer name still shows up as an option.

Is there a way to remove them as an option as a reporter?


Answers:
author: Samuel Gatica
body: Hi [@Zekeriya Spoth](/t5/user/viewprofilepage/user-id/5512989)

Please ensure the customer is removed from the Portal-only customer section in your Jira Product administration

* [Delete portal-only customers](https://support.atlassian.com/user-management/docs/delete-portal-only-customers/)

![Screenshot_7.png](https://community.atlassian.com/t5/image/serverpage/image-id/349055iD0A12A7BD4A292CA/image-size/large?v=v2&px=999 "Screenshot_7.png")

Best regards

Sam

comments: author: Zekeriya Spoth
body: My side bar looks a little different and it does not have the "Portal-only customers" option. I am a user access admin but maybe this is something only an organization admin can access?


author: Samuel Gatica
body: Hi [@Zekeriya Spoth](/t5/user/viewprofilepage/user-id/5512989)

Only Organization admins and site admins can delete a customer's portal-only account.

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud
Custom Text Field suddenly converting to links
Asked by Mia Litman:

We have a custom filed ("crawl domain") with type "text field (single line)". At some point in the last 1-2 weeks, these are now all converting to links. I actually first noticed the urls had \\\\ in front of them (presumably to prevent the links from occurring). We didn't change anything but now they're links (which is not what I want). But I can't figure out how to not make them links.

![Screenshot 2024-09-24 at 10.16.40?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/349051iDE806F5A6A401E90/image-dimensions/165x231?v=v2 "Screenshot 2024-09-24 at 10.16.40?AM.png")

![Screenshot 2024-09-24 at 10.16.44?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/349052i37F9EC8A26FFE479/image-dimensions/163x219?v=v2 "Screenshot 2024-09-24 at 10.16.44?AM.png")


Answers:
author: Walter Buggenhout
body: Hi [@Mia Litman](/t5/user/viewprofilepage/user-id/3161008),

These are smart links. While about Confluence, [this support article](https://support.atlassian.com/confluence-cloud/docs/insert-links-and-anchors/) explains quite extensively what they are and how they behave. I expect that Atlassian has extended them to other types of fields or new types of content, which probably explains why so see this now.

As described in the article, smart links usually have different ways of displaying - ranging from the actual URL as you entered it to rich interactive previews with a lot of detail. Clicking on a smart link when you are editing a field usually displays the different viewing options.

Hope this helps!


Tags: custom-field

jira-cloud
Need to get 'Components' data from an Xray Test when it is added to a Test Execution
Asked by Edie Hovermale:

This might be a long shot, but I'm going to ask the community in case someone has already figured this out.

I'm trying to use Jira Automation to retrieve the 'Components' data from an Xray Test when it is added to an Xray Test Execution and then add those 'Components' to the Test Execution.

Since Xray doesn't use the 'Link Issue' functionality to connect Xray Test tickets to the Xray Test Execution ticket, I'm unsure how to trigger the event or capture the data.

Any assistance would be greatly appreciated.

For context, I've already spoken with Xray support, but the agent wasn't aware of a solution. They opened a support ticket for the engineering team to investigate, but I'm hoping to find a quicker answer from the community if possible.


Answers:
author: Marc - Devoteam
body: HI [@Edie Hovermale](/t5/user/viewprofilepage/user-id/5185278)

There has been a similar question on the community related to this subject, around Xray.

This was around adding Tests to a Test Set based on editing of a Test.

There is no data action in relation to this that's recorded by JIra, the same applies to your request.

Jira doesn't see this as an edit action os there is no option in automaton to use this as a trigger.

This is pure Xray functionality and only related to Xray. Automation is not able to use this as a trigger.


Tags: cloud-automation

xray
How to create this automation for adding assignee of sub-task as a watcher to isse?
Asked by Samrudhi Shete:

Whenever a sub-task is assigned to someone, they should be added as a watcher to the regular issue that the sub-task is a part of.


Answers:
author: Kelly Arrey
body: Hi [@Samrudhi Shete](/t5/user/viewprofilepage/user-id/5572382), to copy the Assignee from the Trigger issue to the Watchers list of the Parent, you should try the "Add watchers" action with the smart value: {{*triggerIssue.assignee* }}.

![2024-09-09_13h58_13.png](https://community.atlassian.com/t5/image/serverpage/image-id/346398i5192CDD12238420A/image-size/large?v=v2&px=999 "2024-09-09_13h58_13.png")

Hope this helps,

Kel

comments: author: Samrudhi Shete
body: Thank you! [@Kelly Arrey](/t5/user/viewprofilepage/user-id/510430) , It's working!


author: Manoj Gangwar
body: Hi [@Samrudhi Shete](/t5/user/viewprofilepage/user-id/5572382) ,

You can create an automation similar like below:

![auto.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/346259i0B28A854CEE61EAE/image-size/large?v=v2&px=999 "auto.PNG")
Round robin assignment
Asked by Myles Boyd:

Has anyone found a way to do round robin assignments based, not on shift hours, but agent availability?

We have 3 agents working 8-6 Monday to Friday; but we have to accommodate annual leave and sickness.

The 3 agents are all on par with skill sets, so there is no particular SME for different services.


Answers:
author: Manoj Gangwar
body: Hi [@Myles Boyd](/t5/user/viewprofilepage/user-id/4266693) ,

As per my knowledge, It is not feasible with Jira native functionality but you can achieve this using the [plugins](https://marketplace.atlassian.com/apps/1218305/out-of-office-issue-calendar-automation-for-team-workflow?hosting=cloud&tab=overview). Or you can use some workaround.

<https://confluence.atlassian.com/jirakb/automatically-reassign-issues-of-agents-who-are-on-vacation-with-user-properties-1277100927.html>

<br />

<br />
Link Request with Alert
Asked by Joanna:

Hey!

I would like to link an Ops alert (which I successfully created via a web request in the previous automation step) to the corresponding ticket that triggered this alert in the automation.

Something like: "Alert #9 is caused by Ticket-17" or "Alert #9 blocks Ticket-17". Is this possible?

Alternatively, is there a manual trigger that can link both together?

I would appreciate your help.


Answers:
author: Ken Young
body: Hi [@Joanna von Boulderado](/t5/user/viewprofilepage/user-id/5585321)

In Automation, you can do the "link" between an incident ticket and the alert using this REST API and the **Sent Web Request** automation component

<https://developer.atlassian.com/cloud/incidents/rest/api-group-linked-alerts/#api-jsm-incidents-cloudid-cloudid-v1-incident-issueid-alert-add-post>

The specific URL I use is

```
https://api.atlassian.com/jsm/incidents/cloudId/{{jsmCloudId}}/v1/incident/{{issue.id}}/alert/add
```

In the URL, I am passing our cloudID of our jsm instances, as well as the issue id of the incident that was created.

In my use cast, the custom data that I pass is the alert

```
{
"alertIds": [
"{{alertId}}"
]
}
```

Since it is an experimental API at the moment, the headers you need to added to the web request

ExperimentalApi: opt-in

Accept: application/json

Content-Type: application/json

Authorization: {{Your Authorization method i.e. basic, token, etc.}}

Remember to delay the execution of subsequent rule actions until you get your response. It is an asych operation to "link" the alerts so you may to add a delay or some other way to pause if you wish to confirm that the alert is linked to the incident.

Good luck. Hopeful there will be a "lookup alert" or edit alert that makes this easier.
Set Assignee based on Custom Field
Asked by Patrick:

Hi I have a custom single user picker field called "Manager" I also know the customfield ID  

I want to create an automation that creates a subtask when the task transitions (thats no problem).  
After that it should get the Value from Manager and Assign the new Issue to the Manager.  

I can extract things like the display name, for example issue.customfield_123.displayName.  
But if I put this into the Assign Action, via Smart Value is doesnt work.   
I tried .name, .value, .emailAdress  

**Basically how can I copy the user from Manager Custom Field to Assignee Field.**   

Thanks for any ideas


Answers:
author: Duc Thang TRAN
body: Hello [@Patrick](/t5/user/viewprofilepage/user-id/4658238)

You can use this smart value for "Assgin action"

{{issue.customfield_123.accountId}} or

{{issue.Manager.accountId}}

comments: author: Patrick
body: yes this also works now, but the main issue was that the user selected in Manager couldnt be found, because he wasnt added to the project.


author: Patrick
body: nvm, it was my mistake : )  

{{issue.customfield_123}} this was correct the problem was the user wasn't invited to the project so that why it can't be found from the assignee field.   
The customer user picker field can pick any user.


Tags: jira-cloud
On JIRA service desk how can I get a date from ticket summary with format DD/MM/YYYY
Asked by marafado88:

Hello everyone,

On JIRA service desk how can I get a date from ticket summary with format DD/MM/YYYY, have any one did this before?  

Have tried with Summary contains and Issue fiedls condition steps, but nothing:  

![Screenshot_648.png](/t5/image/serverpage/image-id/345607i22141B64515AA447/image-size/large?v=v2&px=999 "Screenshot_648.png")![Screenshot_647.png](/t5/image/serverpage/image-id/345606i52D61960224301E2/image-size/large?v=v2&px=999 "Screenshot_647.png")![Screenshot_646.png](/t5/image/serverpage/image-id/345608iFC1F93EEE595843D/image-size/large?v=v2&px=999 "Screenshot_646.png")![Screenshot_645.png](/t5/image/serverpage/image-id/345609iEFB135CB131C1110/image-size/large?v=v2&px=999 "Screenshot_645.png")

From audit logs:  

<br />

##### [{{smart values}} condition](https://raketechgroup.atlassian.net/jira/servicedesk/projects/IS/settings/automate#/rule/21712305/584603837) {#toc-hId--1424353878}

Error rendering smart-values when executing this rule:  
Failed to get value for ('(\\\\d{2}/\\\\d{2}/\\\\d{4})')  
Is there here someone experienced within JIRA automation? I am really fresh with this :(


Answers:
author: Mikael Sandberg
body: Because you are using regex you cannot use the Issue field condition, instead you would have to use {{smart values}} condition and the contains regular expression like this:

![Screenshot 2024-09-04 at 10.11.11?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/345610iB321716031D5F26A/image-dimensions/414x258?v=v2 "Screenshot 2024-09-04 at 10.11.11?AM.png")

Also note that your regex has to look like this:

\\d{2}\\/\\d{2}\\/\\d{4}

comments: author: marafado88
body: Ah ok, worked, thank you!  

By any chance, with "Edit Issue" action, what expression should be used with {{issue.summary}} to get that match?  

HAve tried with {{issue.summary.match('\\d{2}\\/\\d{2}\\/\\d{4}')}} but no luck.

Do you have a good documentation source from where I could use as reference just for this level of JIRA automations?


author: Mikael Sandberg
body: You can't use regex with Edit issue, instead you would have to use [substringAfter()](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#substringAfter--String-separator-) like this:

{{issue.summary.substringAfter(" - ")}}

This assume that the format for the summary is always the same.


author: marafado88
body: Have changed the date to duedate format, and it worked but there was no changes made/applied on the ticket that triggered the automation, do you know what could be?

![Screenshot_651.png](https://community.atlassian.com/t5/image/serverpage/image-id/345813iD50490CF75109765/image-size/large?v=v2&px=999 "Screenshot_651.png")![Screenshot_652.png](https://community.atlassian.com/t5/image/serverpage/image-id/345814i8C28F2F9F0116561/image-size/large?v=v2&px=999 "Screenshot_652.png")


author: Mikael Sandberg
body: Without knowing what your automation looks like I cannot say why you get an error on IS-904.


Tags: cloud

jira-service-desk
How to fetch the last comment on the Lookup issues?
Asked by Sowjanya Mupparaju:

I wrote an automation rule and used a JQL query in Lookup Issues which will have more than 4 issues as a result of the JQL query. Now I need to send the details of the Lookup issues in a table format with Columns Issue Key, Priority, Assignee, Last Comment on the issue etc., in an email to the initiator of this automation rule. I wrote html tags to build in the Email "Content" field like below

\<table\>

\<tbody\>

\<tr\>

\<th\>Jira Key\</th\>

\</tr\>

\<tr\>

\<td\>{{lookupIssues.key}}\</d\>

\</tr\>

\</tbody\>

\</table\>

The problem is when I use {{lookupIssues.comments.body}} I could see all the comments on the Jira issue being populated but I want only the last comment on each Lookup issue.. I tried using {{lookupIssues.comments.last.body}} but this is not giving me any results in the Last Comment column.. Any solution?


Answers:
author: Samuel Gatica
body: Hi [@Sowjanya Mupparaju](/t5/user/viewprofilepage/user-id/5316576)

Kindly refer to the similar post at the following link: [Getting last comment with lookupissue](https://community.atlassian.com/t5/Jira-questions/Getting-last-comment-with-lookupissue/qaq-p/2642550)

Best regards

Sam

comments: author: Sowjanya Mupparaju
body: [@Samuel Gatica](/t5/user/viewprofilepage/user-id/753028) : Thanks for sharing the link.. Even I used #lookupissues and it worked..
Automating copying field value from trigger ticket to LookUp ticket
Asked by Stephen Herrmann:

Hello, I am running into an issue with getting this automation to update the indicated field in the Lookup issue. it currently only re updates the current ticket, even though the lookup successfully finds the ticket I am looking for.  

![Screenshot 2024-08-29 at 3.59.48?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/344685i93B6182D322FB7B4/image-size/large?v=v2&px=999 "Screenshot 2024-08-29 at 3.59.48?PM.png")

Current logic (as I understand it): Rule triggered when any ticket is created \> Re fetch the ticket info \> If ticket has "Manager Form" Proceed \> Lookup ticket that matches specific criteria \> In the ticket that was looked up, update the "Distro List" field

![Screenshot 2024-08-29 at 4.02.32?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/344686i60205591412E74C0/image-size/large?v=v2&px=999 "Screenshot 2024-08-29 at 4.02.32?PM.png")

Everything looks good, until the last step where it just updates itself and not the looked up ticket. I'm hoping I am just missing something simple here :)


Answers:
author: Trudy Claspill
body: Hello [@Stephen Herrmann](/t5/user/viewprofilepage/user-id/5580164)

Welcome to the Atlassian community.

You need to change the focus of the rule to the issues that you found. As your rule is currently structured the focus is still on the issue that triggered the rule.

Rather than using a Lookup Issues action I recommend that you use a For Each branch selecting Related Issues / JQL. Branching changes the focus to the issues that are found by the branch criteria and executes the specified actions for each issue found by that criteria. In the branch configuration you would use the JQL that you currently have in your Lookup Issues action.

Keep the steps you currently have between the trigger and the Lookup Issue action. Replace the Lookup Issues action with the For Each branch. Pull the edit action into the branch.

![Screenshot 2024-08-29 at 4.47.58?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/344691i3D176E8B89AC4CC7/image-size/large?v=v2&px=999 "Screenshot 2024-08-29 at 4.47.58?PM.png")

comments: author: Stephen Herrmann
body: Hey Trudy,  

Thank you for this. Adding a single branch with my search did indeed select the desired ticket :) This allowed me to use the copy form function as well, instead of me copying the fields out of the form. So win win here :)
Is it possible to create sub-tasks based on labels?
Asked by Markus Zimmermann:

Hi together,

I need a logic that creates subtasks based on label entries!

**Create-/Edit View Screen** :  
{Custom field} = \[Label field\]

When I update the {Custom field} with 3 label entries it should create automatically 3 sub-tasks.

**For example**: Labels (DEV - TEST - PROD)

Sub-task1: Summary (DEV - Sub-task)  
Sub-task2: Summary (TEST - Sub-task)  
Sub-task3: Summary (PROD - Sub-task)

I have absolutely no idea how I could realize this with Jira Automation. Any little help is welcome.

Thank you in advance ...


Answers:
author: Trudy Claspill
body: Hello [@Markus Zimmermann](/t5/user/viewprofilepage/user-id/1927545)

Welcome to the Atlassian community.

Are you working with self-hosted Jira (Jira Data center) or SaaS Jira (Jira Cloud)?

Have you reviewed the Automation Rules documentation?

Have you worked with Automation Rules at all?

Do I correctly understand that DEV is on value, TEST is another separate value, and PROD is a third separate value?

When are the labels being added? Is that done only when the issue is created, or at a later date?

Is it possible that one label will be added, and then at a later date another label will be added, and you want subtask for each label?

Is it possible that a subtask with the matching summary might already exist? What should happen in that case?

comments: author: Markus Zimmermann
body: Hi,

first at all it's Jira Datacenter!   

Only if I create new Issues then I need a automated rule which creates automatically new sub-tasks.

For example, if I add a label with the value \[INTERFACE\] or \[PANIC\] or both in this specific {Custom field} and select create only in this case I want 2 new sub-tasks. And it would be great if I could add the label value also in the summary from each sub-task.

**Sub-task1** :  
Summary: INTERFACE - Sub-task

**Sub-task2** :  
Summary: PANIC - Sub-task

To answer your question, I have no experience with Automation.  

Any little support is welcome!   
???


author: Trudy Claspill
body: Hello [@Markus Zimmermann](/t5/user/viewprofilepage/user-id/1927545)

Unfortunately the functionality you need is not yet available in Jira Data Center:

<https://jira.atlassian.com/browse/JIRAAUTOSERVER-749>

Advanced Branching to iterate over a list of values in a field is not available.

Do you expect the values to be in a known set of values? If so then you could set up rules to check if your custom field contains value X and create a subtask if it does. You would need to set up a rule for each possible value in the field.
Need to automate scheduled review of assets with multiple attribute filters
Asked by Steve Y:

I need to implement a monthly automation (on Data Center) that creates Tasks for assets that have not been reviewed in the past 2 years (giving them a 90 day window to complete). There are a total of three Attribute fields that comprise the logic for this IF command.

1. "Active" attribute is TRUE

2. "In Periodic Review" is FALSE

3. "Last Reviewed" is \< 95 weeks ago

I've tried this in both Jira automation using "in aqlfunction("") format, using compound JQL query syntax, like this:

"Selections/s" in aqlFunction ("Active=TRUE") AND "Selections/s" in aqlFunction ("In Periodic Review=FAlSE") AND "Selections/s" in aqlFunction("Last Reviewed \< now(-95w)")

and in Assets automation directly, using AQL.

objectType=Annex AND "Active" = TRUE AND "Last Reviewed" \< now(-95w) AND "In Period Review" = FALSE

I can't get results from either.

I've built the query through the Basic builder in the Assets Object viewer, and it works just fine. When I put it into Automation, the automation runs, but it doesn't find anything.

In addition to creating the issue, I'd also need to change the "In Periodic Review" attribute to TRUE, to prevent duplication of issue creation.

Any thoughts? I've hit a dead end.

Thank you!


Answers:
author: Zamin Ali Panhwar
body: O

comments: author: Zamin Ali Panhwar
body: O


author: Steve Y
body: Hi Zamin,

What is the intent of your O comments? I'm not following.

Thanks,

\~Steve


Tags: aql

asset-management

assets

attribute

data-center
Can I filter to see all issues a certain user has approved?
Asked by Marco Calluso:

Hi

I need to create a filter, which shows me all issues a certain user has approved. Even though the approval step might not be done yet, because other users have to approve first.

Ist this somehow possible? All users are in different approval groups.

Thank you


Answers:
author: Neil Fletcher
body: Hi [@Marco Calluso](/t5/user/viewprofilepage/user-id/5539737)   

Give this JQL a try... it works for me in cloud;  

project = **abc123** and "Approvals\[Approvals\]" = approver('**firstname lastname** ') OR "Approvals\[Approvals\]" = pendingBy("**firstname lastname** ")  

substitute the bold values with whatever you're looking for - this will return issues approved and issues waiting to be approved.


Tags: approval

filter

jira-service-management