youngmon/atlassian-qna huggingface dataset:
How to add hyperlinks to an Atlas goal update?
Asked by Sophia Gut:

I would like to add hyperlinks into my Atlas goal updates. When drafting an update, there is a link icon that appears at the bottom left of the update editor, next to the image, emoji, and detail icons. If I click it, nothing seems to happen.

I've also tried pasting the full link into the update editor, highlighting the link, and then clicking the link icon. This also doesn't yield any results.

Is there a way to create hyperlinks within an Atlas goal update?


Answers:
author: Walter Buggenhout
body: Hi [@Sophia Gut](/t5/user/viewprofilepage/user-id/5459243),

You may be restricted by the character limit of your update. You probably know that an update can only be 280 characters in total.

While it looks like replacing the link with a short text (like "here") makes the text shorter, it actually does the opposite. Behind the scenes, the entire link is still there, but it also adds another section to it to also contain the short reference to it.

You may try to use a url shortener tool that can convert your web links to a really shorter version of the actual link. Maybe your org has a recommended tool for that or you can do a quick online search to find tools who can quickly help you convert.

Hope this helps!


author: Zoey Wang
body: Hi [@Sophia Gut](/t5/user/viewprofilepage/user-id/5459243)

I believe so. I just tried to test it out by adding a Google hyperlink in Atlas update editior. It works fine.

If that is not what exactly you are after, can you clarify a bit?

![Screenshot at Mar 22 10-10-44.png](https://community.atlassian.com/t5/image/serverpage/image-id/313671i7F7D904DF32F49B1/image-size/large?v=v2&px=999 "Screenshot at Mar 22 10-10-44.png")

comments: author: Sophia Gut
body: I'm linking some slides from OneDrive. I just tried pasting in "<https://www.google.com>" and this automatically generated a hyperlink, as in the example above. I don't see any means to edit the hyperlink though to change it from "Google".

I'd like the slides link (which is super long) to be within a hyperlink, such as the word "here"


author: Zoey Wang
body: Hi [@Sophia Gut](/t5/user/viewprofilepage/user-id/5459243)

No matter what type of link you prefer to apply, it should work as the example listed. If you would like to share the error received, any other prompts or a simple screenshot showing this unusual situation, that may be easier to identify the case.
Atlas DMS interface app
Asked by Neil Walcuch:

Can Atlas act as a central location to fetch documents, i.e. from a hyperlink in either Atlas or Jira, that connects into SharePoint? The key here is not to double up of files, so documents shouldn't be stored in both SP \& Atlas/Jira.


Answers:
author: Walter Buggenhout
body: Hi [@Neil Walcuch](/t5/user/viewprofilepage/user-id/5456433) and welcome to the Community!

I don't think so. And - even if this were technically possible - I don't think this would make sense, just considering the product's mission statement.

If you are in the unfortunate situation to be using Sharepoint (just kidding ?), I would think storing files there would lean in closer to what the product is for than putting them in Atlas. That last one is a communications hub bringing together the status of your goals and projects, but not the operational stuff that is happening.

So I would rather hope I could use smart links or embeds to incorporate content from my file storage in Atlas than the other way around. You would still need separate file repositories in other places for all documents not linked to Atlas' core features then, no?

Hope this helps!

comments: author: Neil Walcuch
body: Hey [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) Thank for the response. The problem is that most of the company I'm working with use SharePoint for documentation access. But we also work with external parties of which we share some of the SharePoint content with and the majority of folks within the organisation don't have access to the Atlassian suite. Using

Smart links are fine, but is it actually a link to the root docuement (verison controlled) or is it a stored document in the Atlassian server (a copy) breaking our "single source of truth"?

Maybe I'll give it a go and see what happens.

Update soon...


Tags: documents
Is there a way to get a list of all issues linked to an Atlas Goal?
Asked by James Abram:

Hi all,

we're rather new to Atlas (free) and are using Jira (Standard) heavily. We've started setting up goals and projects in Atlas and linking them to Jira Epics but I can't seem to use the linked goals in a Jira Issue Filter.

So, is there a way to get a list of all issues linked to an Atlas Goal? We'd like to use this for dashboards an monitoring of progress.

Any help would be much apprechiated, thanks!


Answers:
author: Amanda Barber
body: Hi, [@James Abram](/t5/user/viewprofilepage/user-id/5186746) - I believe the Goals area in Jira Software is what you'll want to look at. Here's the post about that feature: [https://community.atlassian.com/t5/Atlas-Group-articles/You-can-now-view-your-goals-in-Jira-Software/ba-p/2447016#:\~:text=To%20access%2C%20simply%20navigate%20to,start%20creating%20your%20goals](https://community.atlassian.com/t5/Atlas-Group-articles/You-can-now-view-your-goals-in-Jira-Software/ba-p/2447016#:~:text=To%20access%2C%20simply%20navigate%20to,start%20creating%20your%20goals).

comments: author: James Abram
body: Hi [@Amanda Barber](/t5/user/viewprofilepage/user-id/4511754) thanks for the quick response!

I've read into this and did some testing but what I can't seem to get is a drill down view similar to:

Goal 1

\> Epic 1, Status, Start/Due Date etc

\> Epic 2, Status, Start/Due Date etc

...

Other than manual updates it is difficult to monitor progress in reaching goals over multiple work items.

We'd also like to use the linked goals information (goal ID, name) in Jira Issue Filters, but I believe this is not possible at this point.


author: Amanda Barber
body: I see what you mean - that would be a great option, but I agree that I don't think it's available (yet??) :)


author: James Abram
body: Ok thanks anyways ;)
If someone does not have a Confluence or Jira license, can they still get FREE Atlas access?
Asked by Margarita:

If someone does not have a Confluence or Jira license, can they still get FREE Atlas access?


Answers:
author: Carlos Garcia Navarro
body: Hi [@Margarita](/t5/user/viewprofilepage/user-id/4278231) ,

Yes. In any case, I'd recommend to look into getting also Jira and Jira Product Discovery (JPD) to explore the integrations between the three tools, You can get Jira and JPD for free for a limited amount of users.

<https://www.loom.com/share/9489c20d9ff243cd95882bf4c502ba87>


author: Ste Wright
body: Hi [@Margarita](/t5/user/viewprofilepage/user-id/4278231)

Yes, you can sign up for just Atlas for free.

There's also a free version of Jira and Confluence - check out:

* <https://www.atlassian.com/software/jira/pricing>
* <https://www.atlassian.com/software/confluence/pricing>

Ste
What time does the Friday update need to be posted by?
Asked by Leah Ditchfield:

Hi,

What time does the Friday update need to be posted to Atlas for it to be sent out the following Monday?

If for example an update was posted on the Saturday and Sunday prior to it being sent out, will this update be included on Monday's email?

Thanks


Answers:
author: Ste Wright
body: Hi [@Leah Ditchfield](/t5/user/viewprofilepage/user-id/5199538)

Are the updates on Saturday and Sunday not showing in your Monday emails now?

I'd test that to check, if you haven't already :)

Ste

comments: author: Leah Ditchfield
body: Hi [@Ste Wright](/t5/user/viewprofilepage/user-id/1166470)

Thanks for your reply.

I haven't tested it on a Sat/Sun - I didn't want to miss including my update in Monday's email in case it didn't include updates over the weekend.

Is that the case then? Updates can be posted over the weekend and will be included in Monday's email?

Thanks!


author: Ste Wright
body: Hi [@Leah Ditchfield](/t5/user/viewprofilepage/user-id/5199538)

I believe so, nothing in the documentation indicates otherwise - but I would definitely test it to make sure.

Ste


author: Sing Chen
body: Hi [@Leah Ditchfield](/t5/user/viewprofilepage/user-id/5199538)

I had a similar question when we first started using Atlas last year and came across this page in the Help Center: [How do project and goal reminders work? \| Atlas Help Center (intercom.help)](https://intercom.help/atlas-by-atlassian/en/articles/5203867-how-do-project-and-goal-reminders-work)

The diagram at the bottom of the page cites the example of having the platform/system anchored to AEST. Our platform time zone is EST and while we haven't tested it scientifically I have applied project updates late afternoon (\~5pm UK time / 12pm ET) and they have appeared in the weekly digest the following morning.

Hope that helps.

Thanks,

Sing


author: Leah Ditchfield
body: Thank you [@Sing Chen](/t5/user/viewprofilepage/user-id/5143156) !   

That's super helpful - I was searching for help pages but clearly missed that one! Much appreciated
how to get the option to raise the ticket ?
Asked by Ahmed Rashwan:

once click the emoji or create the ticket using short cut it is directly created , in the demo it shows that you have the option to click raise


Answers:
author: Andrew Homeyer
body: Hi [@Ahmed Rashwan](/t5/user/viewprofilepage/user-id/5128012), "Raise Request" is used when there are more than one type of request that can be opened. There are two ways to change this behavior:

- You can add an additional form

- Or, in your Queue configuration, you can require forms to be filled out, which will prompt users to add more details when they use the ticket emoji: <https://plz.halp.com/article/jcqnzhmmbv-set-up-a-queue-in-slack#form_configurations>

If you're project is connected to Jira Service Management (JSM), "Raise Request" is the default behavior if there is more than one request type connected or if the request type has required fields.

comments: author: Ahmed Rashwan
body: cool thanks [@Andrew Homeyer](/t5/user/viewprofilepage/user-id/4901269)
Cannot access the chat of Halp Assist in Teams
Asked by Saharat Sarasongkram:

I'm a customer to report our feedback using Halp via Microsoft Teams. But I have a trouble about Chat accessing to see the ticket detail and follow up the information, it shows "We're having trouble loading your messages. Try refreshing.".

I cannot figure it out, any idea to solve this issue?

![image.png](/t5/image/serverpage/image-id/234613i8CC3C5DF0AFB1E37/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Tori Stitt
body: Hi [@Saharat Sarasongkram](/t5/user/viewprofilepage/user-id/411283)

It's possible that the Assist app was blocked from the MS Teams configuration. You need to reach out to your admin to unblock it to get the configuration back again.

If that isn't the case please [reach out to our support team](https://www.atlassian.com/software/halp/contact#/) so they can help you trouble shoot!

Tori


Tags: assist

ms-teams
Form or Field limit for ticket creation?
Asked by John Gallagher:

Hello!

I'm building various ticketing forms and fields within various queues to roll out for my company. We use Assist in Teams and I've been building forms and fields no problem thus far, but the last two I'm trying to create don't seem to "take". When I try to attach the commiserate field to my new forms, it won't "attach" so to speak. I used the same process I as previous to successfully create the other 25+ forms, and these two new ones won't bind with each other.

Any ideas?

Thanks!


Answers:
author: Tori Stitt
body: Hey [@John Gallagher](/t5/user/viewprofilepage/user-id/5089387) I'd suggest reaching out to our [support team](https://www.atlassian.com/software/halp/contact#/) to get some additional help. I'm not sure what is going on but they would be able to look into your account a bit deeper to see what's the cause of it all.
please help
Asked by Carolyn Pieper:

help script runner


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@Carolyn Pieper](/t5/user/viewprofilepage/user-id/5085097) ,

welcome to the Atlassian community!

What is your question?


author: Robert Wen_ReleaseTEAM_
body: Hello [@Carolyn Pieper](/t5/user/viewprofilepage/user-id/5085097) ! Welcome to the Atlassian Community!

Can you please give a thorough description of your problem?
Dynamic slack sections
Asked by Joe Teitelman:

Trying to figure out if this concept exists... really hoping it does. I want slack sections that would dynamically update based on a set of rules. Similar to how Google filters/labels work.

Use cases:

1) Section that would automatically show unread messages. They would be removed from this section when they become read. (I'm aware of the unread option that exists, I just don't like how it works)

2) Section that would show all unread messages from a specific person. For example, my boss sends messages to many different groups. So anytime a message comes from my boss, the group/channel would show up in this section and would be removed when the message is read.

3) Section that would show unread messages containing a specific phrase. Example: any conversation/group/channel with an unread message (from anyone) that says "urgent" would show up in this section.

I could go on...

thanks - joe


Answers:
author: Andrew Homeyer
body: Interesting ideas!

Slack has a few options to [customize](https://slack.com/help/articles/212596808-Adjust-your-sidebar-preferences) the [sidebar](https://slack.com/help/articles/360043207674-Organize-your-sidebar-with-custom-sections), although not exactly like what you're thinking. I personally create channel groups, and change the notifications for important channels to make sure I'm notified on every message.

You can also suggest features to Slack here: <https://halpers.slack.com/help/requests/new>

comments: author: Joe Teitelman
body: Thanks, Andrew. I have a lot of customizations in my sidebar. This feature would allow me to navigate more effectively.

I'm not able to sign in to the link to make the suggestion. I am already signed into my slack account and workspaces (which it notes at the bottom). When I click the link to sign in with my google account, it brings me right back to the sign in page (basically, nothing happens). Any idea?


author: Andrew Homeyer
body: Ah, that link had my own Slack subdomain in it - try \<your slack domain\>.slack.com/help/requests/new


author: Joe Teitelman
body: Perfect, thanks so much!
Thread responses are posted "On behalf of user"
Asked by Mark Koekemoer:

Atlassian Assist posts messages in Jira with "On behalf of userr_name" from Slack threaded responses. How do I switch this to just post the requester information, not Atlassian Assist's "On behalf of" qualifier?


Answers:
author: Andrew Homeyer
body: Hi [@Mark Koekemoer](/t5/user/viewprofilepage/user-id/4918314)

Assist uses email matching between the Slack user and the Jira user to find the user to act on behalf of when posting comments. If the user is posting an agent response in Slack, also verify they're an agent in JSM.

This only works for JSM Cloud, and not Data Center due to API compatibility.


Tags: assist
Change Atlassian Assist / Halp bot icon
Asked by J. Claudio Calderon:

Hi,

We use Atlassian Assist (former Halp) bot to integrate our company's Jira Service Management instance with Slack so our customers can open tickets directly from there.

I noticed that it's possible to customize the bot's name that our customers will see in Slack in the addon configuration page, but wasn't able to find a way to also change its icon/logo.

Is this possible? Can you please provide steps/details to do this?

Thank you.


Answers:
author: Andrew Homeyer
body: Hi [@J. Claudio Calderon](/t5/user/viewprofilepage/user-id/5058678), customizing the Bot icon isn't available currently from JSM. We'll consider this as a feature request though!


Tags: jira-service-management

slack
??? ?????? ??????? ???????
Asked by TARIQ ALMISHARI:

??? ???????? ?? ??????? ????? ?????????


Answers:
author: Andrew Homeyer
body: Hi [@TARIQ ALMISHARI](/t5/user/viewprofilepage/user-id/5057704), you can view and unarchive tickets by following these instructions: <https://plz.halp.com/article/jnzcvh7cn4-archiving-tickets>

If you need further help to unarchive data, you can reach out to the support team here: <https://support.atlassian.com/halp/>
Enable "suggested articles" in Atlassian Assist / Halp bot integration with Jira Service Management
Asked by J. Claudio Calderon:

Hi,

We use Atlassian Assist (former Halp) bot to integrate our company's Jira Service Management instance with Slack so our customers can open tickets directly from there.

We also have the "suggested articles" feature enabled in our JSM portal, so when our customers go there to open a ticket, they get suggestions from our Knowledge Base in Confluence, based on what they type when describing their issue.

I've been trying to enable such kind of self-service by somehow connecting our Assist/Halp bot with our knowledge base for it to also provide suggested articles in Slack itself before customers go ahead and open tickets with there, but I cannot find the way to do it.

Is this possible with Assist/Halp bot or do we have to use another addon? Can you please provide steps/details to do this?

Thank you.


Answers:
author: Fabian Lim
body: Hi [@J. Claudio Calderon](/t5/user/viewprofilepage/user-id/5058678)

Another option that you can use is nextapp.ai helpdesk+ addon. It allows you to integrate with confluence and suggest articles before a user creates a ticket. It has the same capabilities as assist and more.

Link: [https://marketplace.atlassian.com/apps/1224706/helpdesk-intuitive-slack-first-support?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1224706/helpdesk-intuitive-slack-first-support?hosting=cloud&tab=overview)

Good luck

comments: author: J. Claudio Calderon
body: Thanks for the update [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

I guess that means this feature does not exist with Assist/Halp addon? I would prefer using Assist/Halp since it's the native application used by JSM for integrating with Slack as explained here: <https://support.atlassian.com/jira-service-management-cloud/docs/what-is-chat/>

If this is indeed not possible with Assist/Halp, do you know if there are any plans to implement this in the future? If not, is there anywhere I can open an enhancement request ticket for this?

Thank you.


author: Fabian Lim
body: Hopefully someone from the assist product team can chime in the thread to comment on the roadmap.


author: Jensen Fleming
body: Hi [@J. Claudio Calderon](/t5/user/viewprofilepage/user-id/5058678) ! Jensen from the Assist Product team here. We are in the process of launching a Virtual Agent to integrate with JSM Chat / Atlassian Assist. EAP Cohort 1 is currently accepting beta customers. You can join our waitlist here: <http://atlassian.com/wac/software/jira/service-management/virtual-agent-alpha-privacy-disclosures>


author: Atim Etiefe
body: Hi [@Jensen Fleming](/t5/user/viewprofilepage/user-id/4058269)

I'm also interested in this feature. Is there any new update regarding this topic?


author: Jensen Fleming
body: This was launched to open beta this week! You can learn more here: <https://community.atlassian.com/t5/Jira-Service-Management-articles/Now-in-beta-Jira-Service-Management-AI-virtual-agent/ba-p/2462062>


Tags: jira-service-management

slack
Extend Halp Trial
Asked by Nate Rohe:

Is there anyway to get my trial for Halp extended another 2 weeks?


Answers:
author: Tori Stitt
body: Hey [@Nate Rohe](/t5/user/viewprofilepage/user-id/5045364) for a license extension you will need to submit a [support ticket here](https://www.atlassian.com/software/halp/contact) to request an extended trial.
How we can create account for https://docs.emeter.com/
Asked by Raj Singh:

Hello There,

Can someone please explain how we can create account to use the eMeter documentation site <https://docs.emeter.com/>


Answers:
author: Robert Wen_ReleaseTEAM_
body: Hello [@Raj Singh](/t5/user/viewprofilepage/user-id/5032226) ! Welcome to the Atlassian community.

From the URL I can tell that this is eMeter's on-premise Confluence site. Login information is going to have to be through eMeter's Confluence administrator or IT personnel.
Very excited to explore Halp product - but need integration with internal tools via API
Asked by Chidananda AJ:

Hello!

Halp looks great and we are keen to explore for our internal support use case across multiple teams. However, we would need API integration with Halp to pull ticket, metadata and usage information to our other internal tools.   

Does Halp expose REST API's like the rest of Atlassian products?


Answers:
author: Andrew Homeyer
body: Hi [@Chidananda AJ](/t5/user/viewprofilepage/user-id/5031945)

Halp doesn't have a public API. It does integrate with Jira Service Management as a ticket backend, so your help seekers have the same Slack and Microsoft Teams experience but all your ticket data is in Jira. We recommend this approach for customers who need API access, since all the data will then be available from the standard Jira and JSM APIs.

Using Halp with JSM comes with your JSM license, so there's no additional cost.


Tags: rest-api
Users are being prompted repeatedly to open a ticket via Assist in Slack
Asked by Dawn Bowles:

Since we moved to Slack Enterprise Grid some of our users are getting prompted multiple times a day to open a ticket via Slack Assist. We have checked and cannot locate a setting that would cause this. Anyone have any ideas on how to prevent this?![Screenshot 2022-08-10 114228.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/210485iC9373C51844636DB/image-size/large?v=v2&px=999 "Screenshot 2022-08-10 114228.jpg")


Answers:
author: Dawn Bowles
body: It looks like this was all down to users using emojis that were tied to ticket creation. Those frequently used emojis were changed to resolve the issue.


Tags: assist

slack
How can I re-order the form fields in Slack for a connected (to Jira) queue?
Asked by Mark Koekemoer:

I have a queue connected to Jira.

I have edited the Screen in Jira to have only the Fields I'd like the "Create" Screen to have.

However when I invoke the form in Slack, the fields are not in the order specified in the Jira screen.

How do I re-order the form fields that appear to the requester in Slack, when the queue is connected to a Jira Project?


Answers:
author: Andrew Homeyer
body: We've improved this experience recently! Your fields and forms are kept in sync automatically, and the order of fields will match the order on the JSM Request form.

Assist needs a few additional system level fields that we show at the top of every request: summary, assignee, requester, followers.

This experience only works for JSM; we're unable to maintain the order for Jira software projects.
Can you change the placeholder text in form fields coming from JSM?
Asked by raj:

I'm syncing all my queues back to JSM so all form fields are coming from there. But I can't figure out how to remove or at the very least change the placeholder text so its not doubled up like below. Is this possible?

![Screen Shot 2022-07-27 at 10.08.09.png](https://community.atlassian.com/t5/image/serverpage/image-id/208031i1DEB2939B3CB8F33/image-size/large?v=v2&px=999 "Screen Shot 2022-07-27 at 10.08.09.png")


Answers:
author: Nicole Pitaro
body: Hey [@raj](/t5/user/viewprofilepage/user-id/3074406) -- it's not currently possible to change the placeholder text, but this is on our roadmap for fall!

comments: author: raj
body: Thanks [@Nicole Pitaro](/t5/user/viewprofilepage/user-id/4330238)


Tags: forms

jira-service-management

slack