youngmon/atlassian-qna huggingface dataset:
How to add a new 'Method' for a Service Project board
Asked by Nick Ignatenko:

Hi, can anyone help with some advice on how to add new column headers in a Service project board. I have full admin access. My goal is to add a new custom field 'Labels' that allows us to have swim lanes with the specific custom labels.

Thank you,

Nick

![Status.png](https://community.atlassian.com/t5/image/serverpage/image-id/341387i8BDD4FF750AB7A55/image-size/large?v=v2&px=999 "Status.png")![New Method.png](https://community.atlassian.com/t5/image/serverpage/image-id/341388iEEBC7F5CF6BDE000/image-size/large?v=v2&px=999 "New Method.png")


Answers:
author: Ingo Volkhausen
body: Hi [@Nick Ignatenko](/t5/user/viewprofilepage/user-id/5499451)

as shown in your screenshot, you do select "Queries" and after that you need to define the JQL for your Labels (or other swimlanes).

It needs to be defined by you, for any needed swimlane (not generic). You can add that for any Label and give it a custom name and order.

I have done this in the example for all issues (in that board) where Labels are empty.

Give it a try  
:-)

<br />

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341511i320268190D1E22BF/image-size/large?v=v2&px=999 "image.png")

Some examples to start with JQL can be found here:   
[Example JQL queries for board filters \| Jira Cloud \| Atlassian Support](https://support.atlassian.com/jira-software-cloud/docs/example-jql-queries-for-board-filters/)

comments: author: Nick Ignatenko
body: Thank you. I more so want to not use the vertical swim lanes which are 'to do' 'in progress' 'done' which are driven by status. I know I can change these titles but instead of making them driven by status, I want to use my own custom label or any other field.

Cheers.


Tags: board

cloud

jira-service-management

jira-service-management-cloud
[JSM] JQL that shows where a reporter is not in any Organization
Asked by Andrew Rowland:

I have tried 'organization = empty' but this is not picking up the link of Organization Details linked to the Customer. This seems to only report on an Organization if the customer has already been associated with an Org prior to the ticket being created.

![Screenshot 2024-08-13 at 7.45.49?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/341375iE1C087573530447B/image-size/large?v=v2&px=999 "Screenshot 2024-08-13 at 7.45.49?AM.png")

I use:

"reporter in organizationMembers(Company_A)"

which is great, but I need to find all users who have not been associated with an organization and there doesn't seem to be an option to search for those who are not associated with an Org.

e.g. reporter in organizationMembers(EMPTY)

Does anyone know of a way to do this?


Answers:
author: Adolfo Casari
body: [@Andrew Rowland](/t5/user/viewprofilepage/user-id/5240594)JQL can't handle that, but you can try the REST API:

<https://community.atlassian.com/t5/Jira-Service-Management/Is-it-possible-to-get-a-list-of-users-in-an-Organization-through/qaq-p/1387666>

comments: author: Andrew Rowland
body: Thanks for the link, and confirming that JIRA can't manage this style of request.

I'll have to ask the team to review each ticket individually to make sure they are all setup. Painful process when we have 2000 tickets per month that will need constant validation.

Thanks!


author: Adolfo Casari
body: You can use an automation rule to mark those tickets whose reporters are not into any organization, using a web request to that API.


Tags: cloud

jira-service-management

jira-service-management-cloud
Problema ao acessar chamados no projeto - Chamados somem ap?s serem abertos Descri??o:
Asked by Sistema SC Sa?de:

Ol?, equipe,

Estou enfrentando um problema ao tentar acessar os chamados do meu projeto com o perfil ADM. O problema ? o seguinte:

* Consigo entrar em qualquer chamado do meu projeto normalmente.
* No entanto, um segundo ap?s a abertura do chamado, ele simplesmente "some" da tela.
* Isso faz com que o chamado fique completamente em branco, conforme ilustrado no print que anexei.

Gostaria de destacar que esse problema est? ocorrendo apenas no meu projeto. J? tentei acessar outros projetos e n?o enfrentei a mesma quest?o.

Algu?m mais est? passando por esse problema? Alguma ideia de como podemos resolver isso?

Agrade?o desde j? pela ajuda!

![Captura de tela 2024-08-12 173919.png](/t5/image/serverpage/image-id/341360iBE77E46C3BC5574F/image-size/large?v=v2&px=999 "Captura de tela 2024-08-12 173919.png")


Answers:
author: Fernando Eug?nio da Silva
body: [@Sistema SC Sa?de](/t5/user/viewprofilepage/user-id/5566716) , bem vindo ? Atlassian Community!

Este ? um problema global reconhecido como um incidente pela Atlassian, por favor, acompanhe por aqui as atualiza??es sobre o assunto: <https://jira-service-management.status.atlassian.com/incidents/qm81l95hf258>


Tags: cloud

jira-service-management

jira-service-management-cloud
What is the difference between Request Participants and Also Notify?
Asked by Benjamin White:

JSM has two different methods for additional customers, besides the initial Requestor, to get notifications about a ticket.

* Request Participants
* Also Notify

What are the differences between these fields?


Answers:
author: Trudy Claspill
body: Hello [@Ben White](/t5/user/viewprofilepage/user-id/1663151)

Where are you seeing the "Also notify" field?

I'm not yet finding anything in the documentation about this. That makes me wonder if it might be a custom field in your JSM project.


Tags: cloud

jira-service-management

jira-service-management-cloud
Regla: Asigna a una persona seg?n horario de creacion del ticket
Asked by Pablo Llanes:

Hola buenas tardes necesito crear una regla para que los nuevos ticket creados, se asignen a una persona diferente segun el horario en que son creados. Si algui?n me podr?a ayudar se los agradesco.

Ejemplo. El ticket se crea de 8 a 17hs se asigna a persona 1 si el ticket se crea luego de ese horario se asigna a pesona 2.


Answers:
author: Adolfo Casari
body: [@Pablo Llanes](/t5/user/viewprofilepage/user-id/5076074)Eso se puede hacer con una tabla de busqueda:

<https://community.atlassian.com/t5/Automation-articles/New-Automation-action-Create-lookup-table/ba-p/2311333>

Key = 1, valor = accountID del asignado (8-17)

Key = 2, valor = accountID del asignado (resto)

Key se determina usando el smartvalue de la fecha de creacion del ticket en una regla IF/ELSE.

comments: author: Pablo Llanes
body: Hola Adolfo muchas gracias por tu respuesta, pero la verdad no pude crear la tabla si no es mucha molest?a me podr?as pasar un intructivo de como hacer la tabla de una manera f?cil o donde se crea por que el instructivo da por sentado cosas que no tengo idea desde ya muchas gracias.


Tags: cloud

jira-service-management

jira-service-management-cloud
EMAIL NA LISTA DE SUPRESS?O
Asked by Natanael dos Santos:

Boa tarde,

Muitos emails do nosso dom?nio est?o na lista de supress?o. Com isso os usu?rios n?o est?o recebendo notifica??es.

Poderiam verificar por favor?

Agrade?o desde j??


Answers:
author: Trudy Claspill
body: Ol? [@Natanael dos Santos](/t5/user/viewprofilepage/user-id/5566619) ,

Bem-vindo ? comunidade Atlassiana.

Esta ? uma comunidade de usu?rios, portanto n?o podemos verificar diretamente a lista de supress?o.

A melhor maneira de obter ajuda nesse caso ? abrir um caso de suporte diretamente com a Atlassian e fornecer uma lista dos e-mails que voc? suspeita que estejam na lista de supress?o.

<https://support.atlassian.com/contact/#/>

---

Hello,

Welcome to the Atlassian community.

This is a user community, so we cannot directly check the suppression list.

The best way to get help in this case is for you to open a support case directly with Atlassian and provide them a list of the emails you suspect are on the suppression list.

<https://support.atlassian.com/contact/#/>
> EMAIL ON SUPPRESSION LIST
>
> Good afternoon,
>
> Many emails from our domain are on the suppression list. As a result, users are not receiving notifications.
>
> Could you please check?
>
> Thank you in advance?


Tags: cloud

jira-service-management

jira-service-management-cloud
The comment save through the API is successful but attachment preview not visible in actual JIRA.
Asked by Laxman Khokhar:

![jira_non_preview.png](https://community.atlassian.com/t5/image/serverpage/image-id/341319i5D9F77973F56C3F6/image-size/large?v=v2&px=999 "jira_non_preview.png")

How to resolve this issue and Actual Jira software in preview show?

Save Comment Request payload :

{ "body": { "type": "doc", "version": 1, "content": \[ { "type": "paragraph", "content": \[ { "type": "text", "text": "test comment with video, pptx, docx.......... 01" } \] }, { "type": "mediaGroup", "content": \[ { "type": "media", "medialURL": "<https://mydomain.atlassian.net/rest/api/3/attachment/content/114066>", "extension": "file", "attrs": { "type": "external", "url": "<https://mydomain.atlassian.net/rest/api/3/attachment/content/114066>", "alt": "demo.docx" } }, { "type": "media", "medialURL": "<https://mydomain.atlassian.net/rest/api/3/attachment/content/114067>", "extension": "file", "attrs": { "type": "external", "url": "<https://mydomain.atlassian.net/rest/api/3/attachment/content/114067>", "alt": "samplepptx.pptx" } }, { "type": "media", "medialURL": "<https://mydomain.atlassian.net/rest/api/3/attachment/content/114068>", "extension": "file", "attrs": { "type": "external", "url": "<https://mydomain.atlassian.net/rest/api/3/attachment/content/114068>", "alt": "Account BE.webm" } } \] } \] } }


Answers:
author: Adolfo Casari
body: [@Laxman Khokhar](/t5/user/viewprofilepage/user-id/5556096)

This post should help,

<https://community.atlassian.com/t5/Jira-questions/How-can-I-add-an-image-in-a-comment/qaq-p/952016#M515362>

comments: author: Laxman Khokhar
body: Hi [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257)

The attachment in video, pptx, docx, image etc. are attach but main jira software project in attachment preview not available how to solve this issue?.


Tags: cloud

jira-service-management

jira-service-management-cloud
Messages handling in a loop
Asked by ABDOULAYE BASFAR:

Hello dear

When receiving a request by email, a ticket is automatically created for support. But lately, we are facing a problem that manifests itself by creating a ticket each time someone comments by email in the loop of the first request.

I would like to know if it is possible to avoid this and that each comment in the loop is considered as a comment on the ticket and not a new request.

Thank you for your support


Answers:
author: Adolfo Casari
body: [@ABDOULAYE BASFAR](/t5/user/viewprofilepage/user-id/5544267) can you check that the subject of the reply includes an existing issue key?

comments: author: ABDOULAYE BASFAR
body: Hello [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257)

thank you for your answer.

New requests created by customer responses have the same issue summary as the parent issue but the keys are different. So we have a new request


Tags: cloud

jira-service-management

jira-service-management-cloud
Share settings with existing JSM project
Asked by IT Support:

Hello,

I have one question. I need to create a new JSM project and ideally use the settings of another one. But when I put "Share settings with the existing project" I can't find this project. I found that this sharing is not possible between JSM projects, but I see some projects that are Service projects (they were created at a time when there was no template selection). Because of that, I'm not sure if it's shareable or not. Thanks in advance for your help.


Answers:
author: Joseph Chung Yin
body: [@IT Support](/t5/user/viewprofilepage/user-id/1974700) -

Welcome to the community. Can you check if the project that you want to shared with for new new project creation is not a team managed project type?

Please advise so we can assist you further.

Best, Joseph

comments: author: IT Support
body: Hello Joseph,

both are a company-managed project :-/


author: IT Support
body: Of course, they have different Issue types, permissions schemes, workflow, and Screens act... But the type is 100% the same...


author: Joseph Chung Yin
body: Interesting..

In this case, I would create a new project using the template, then manually changing the project configuration to use specific project's setup. In this case, once it is created, then you can use it as the project going forward.

Since both the new and the old projects are sharing the same project configurations, then when the project configuration (i.e. WF scheme etc) changes, then it will automatically be applied to both project.

I would also recommend you to contact Atlassian Support (<https://support.atlassian.com>) for additional assistance as needed.

Sorry.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Default Response in JSM Forms
Asked by Raymart Cruz:

Is it possible to have a formatted default response in JSM Forms?

It should look like the image below.

![Screenshot 2024-08-13 at 12.05.47?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/341301i0DBF25DD6B447491/image-size/large?v=v2&px=999 "Screenshot 2024-08-13 at 12.05.47?AM.png")

Here's how it looks in JSM Forms,

![Screenshot 2024-08-13 at 12.10.19?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/341303iD3ED9C2FD60D251F/image-size/large?v=v2&px=999 "Screenshot 2024-08-13 at 12.10.19?AM.png")


Answers:
author: Michel Neeser
body: Hi [@Raymart Cruz](/t5/user/viewprofilepage/user-id/5014483)

This is not possible at the moment, as the fields in JSM Forms don't support rich text. However, can't you create a field for every bullet point in your list to solve your use case, maybe combined with conditions?

Let me know if this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
I'm creating a filter, but apparently I can either see only subtasks or main tasks, but not both?
Asked by Fernando Brandao:

Hi! :) I'm creating a filter (reports) and apparently if I get a template that contains sub tasks, there is nothing I can do to be able tosee the main task where that sub task is, or the other around is the same, if I get a template that has the main task, I can't see sub tasks in it. Am I doing something wrong?


Answers:
author: Mikael Sandberg
body: Hi [@Fernando Brandao](/t5/user/viewprofilepage/user-id/5566530),

Welcome to Atlassian Community!

Correct, out-of-the-box JQL cannot do nested queries so that you can get the parent issue with its children, unless you specify the parent issue in your query. You would need an app from the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&query=JQL) that extends JQL in order to do it. I have used JQL Tricks and Extended Search in the past to do this, and I know that you can do this in [Structure](https://marketplace.atlassian.com/apps/34717/structure-by-tempo-jira-portfolio-management-ppm?hosting=cloud&tab=overview) as well.


author: Prosper Agwegiokhe
body: Hi [@Fernando Brandao](/t5/user/viewprofilepage/user-id/5566530) ,  

I'm Prosper, a support engineer at Appfire, and I'm here to help you.  

As [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) as said, unfortunately natively, you'll not be able to do get your desired result.  
In the app where my team works, [JQL Search Extensions for Jira](https://marketplace.atlassian.com/apps/1214791/jql-search-extensions-for-jira-reports?hosting=cloud&tab=overview&utm_source=atlassiancommunity&utm_medium=listinglink&utm_campaign=mauricio), you can use this query to find the main task and the children of task in question:

```

issue in childrenOfEpicsInQuery("key = '{mainTaskKey}'") Or key = '{mainTaskKey}'
```

Please contact our [support](https://appfire.atlassian.net/servicedesk/customer/portal/11) if you have any other questions about this query.  
We'll be happy to help you!  

Best regards,  
Prosper.


author: Dexter de Vera
body: Hi [@Fernando Brandao](/t5/user/viewprofilepage/user-id/5566530) ,

Welcome to the Atlassian community.

Sorry, I'm confused about your question. Can you show us the screenshot of the created filter with JQL. Are you trying to filter all subtasks and main tasks? what kind of report are you using?

Thanks!

.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to hide "No agents left" warning
Asked by noahk:

Over the weekend a red warning has appeared at the top of the page saying "No agents left". We are fully aware of how many licenses we have - how can I hide this warning? Users are alarmed by it even though it is a non-problem so we would like to ensure this irritating message is hidden.


Answers:
author: Dan Breyen
body: Hi [@noahk](/t5/user/viewprofilepage/user-id/5566515) I took a quick look around, and I don't think there's a way to get rid of that. You can contact [Atlassian Support](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/) to confirm it. I would agree it could be challenging for users to see that.

comments: author: noahk
body: Thank you for checking


Tags: cloud

jira-service-management

jira-service-management-cloud
Query issue created fulldate for day of week in automation
Asked by NaheemW:

Hi

I'm trying to see if it's possible to split out a round robin in an automation, so that on finding Monday / Tuesday / Wednesday in {{issue.created.format.fullDate}} then it will assign to one group of people, and on finding Thursday / Friday it assigns to another group of people. So far it's not picking up, but i'm doing it on a smart values condition where

{{issue.created.fullDate}}

contains

(Thursday\|Friday)  

Is there something I'm missing or is this not a way of dealing with this.


Answers:
author: Ingo Volkhausen
body: Hi [@NaheemW](/t5/user/viewprofilepage/user-id/2593119)

can you try to use

// Get the day of the week the issue was created  
{{issue.created.dayOfWeekName}}

which I do found here:

[Automation smart values - date and time \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/)

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341485i75F216486D4E5FC8/image-size/large?v=v2&px=999 "image.png")

comments: author: Ingo Volkhausen
body: Plus the RegEx described here :-) should make it finally  

[Automation: How to compare smart value with list of options in Advanced compare condition \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/automation-how-to-compare-smart-value-with-list-of-options-in-advanced-compare-condition-1223822374.html)  

<br />

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/341486iCFE31DF5F1793C51/image-size/large?v=v2&px=999 "image.png")


author: NaheemW
body: [@Ingo Volkhausen](/t5/user/viewprofilepage/user-id/1215887) Excellent THANK YOU. that works great


author: NaheemW
body: adding that i tried this with create variable also to no avail.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I show the linked confluence page to the customer on the portal view?
Asked by Tim Vroon:

We make designs for our issues in confluence and link that page to the jira issue.

I want the customer to know about this confluence page so they can review the design.

Is there a way to make it visible on the customer portal? The best I can come up with leaving a comment with a link to it, or having a custom field and putting the link in there.


Answers:
author: Fabian Lim
body: Hi [@Tim Vroon](/t5/user/viewprofilepage/user-id/4924326)

Welcome to the community!

Your approach may work, but you need to provide the link that is used in the portal to confluence and not the direct confluence link. If you provide the direct confluence link, you will have to consume a license for the end user.

the only issue is that any customer will be able to search for the customer content, which you probably don't want to do.

To be safe, I would just send the pdf export of the confluence page and they can provide you with feedback or temporarily assign a confluence license and then provide the direct confluence link in the ticket.

Regards,

Fabian

comments: author: Tim Vroon
body: I am fine with the customers being able to search and view other customer content in this case. This is going to be used for product issues, and it is preferred that customers can see existing product issues so they can follow them for updates instead of logging their own issue.

How exactly do I get the "public" URL to the confluence page?

Can I make an automation that leaves a comment for the customer with a link to the confluence page when the issue is mentioned by it?


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud
Trying to replace the 'Legacy Automation Rules' but my new rule is not working. Any ideas why?
Asked by Brendan:

I've created a new automation rule to replace the legacy "comment updates reply status" rule but I am having problems with it not triggering.

The rule is pretty straight forward so I don't really know why it's not triggering.

![Screenshot 2024-08-12 at 11.12.55?AM.png](/t5/image/serverpage/image-id/341294i1EADE022AED9E9E1/image-size/large?v=v2&px=999 "Screenshot 2024-08-12 at 11.12.55?AM.png")

Troubleshooting steps I've taken:

* Originally I only had the rule triggered on "Comment is the main action" but added the others in case that was the reason.
* Added/Removed the "initiator is not a customer" condition
* Added specific users to try and force the automation to run
* Tried the smart value {{issue.comments.internal}} and {{triggerIssue.comments.internal}} condition

Anyone have an idea or encountered similar issues when trying to replace the legacy rules?


Answers:
author: Tessa Tuteleers
body: Hi [@Brendan](/t5/user/viewprofilepage/user-id/1148421) ,

Great that you're replacing legacy rules!   
You will enjoy the newer automation possibilities!

Let's get into how we determine what goes wrong in rules!   

1. First, you want to check your trigger!
   * You say you already tried a few different options, these triggers do seem to be correct in my opinion, but please check your audit log for the rule. Does it trigger when you test the case (at this point it doesn't matter if there is an error or not) -\> Great, step 1 succeeds.
2. Now it is time to check the audit log for the rule, what is the result?
   * Possible it's an error, or maybe it just shows all green, but nothing happened?
   * In any case, everything is so bunched up that you won't know why anything is or isn't happening.
     * Please change your triple condition in 3 consecutive conditions, between each, add a "Add to the audit log" action, and mark your step, so you know where it goes wrong.
3. Debug the step(s) where you don't get a log anymore
   1. {{issue.comments.internal}} -\> the {{issue.comments.xxx}} will return a list of all the comments on the issue, so this will not return an internal / external result for the triggering comment.   
      Since your trigger is based on a Comment adding, you get access to the special **{{comment}}** smart value, that only contains the comment that triggered the rule. Try working with that one first.
   2. Status == Waiting for support
      1. Clear as day, should work
   3. Initiator is not a customer
      1. In most cases this will prbobable be okay too, but if the agent working on the issue is also in Request participants (and I think even Approver(s)), this could make it fail as well, so be mindfull of that.

Please let me know in which step you're running into issues, so we can help further!

Cheers,

Tessa


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

legacy-automation