youngmon/atlassian-qna huggingface dataset:
"Send email from comment" automation is creating new issues in the project
Asked by Luis David Montes de Oca Hurtado:

Hello team,

I have a mail handler *"luis@support.me"* to create a jira ticket in a specific project **(JSM)** and all the reply's as a comment *(Using the Issue Key)* Also I'm creating an automation to send the reply's to email for non jira users from the comments of the jira project.

However since I'm using the same mail handler in the automation, It's creating a comment and a new issue to the project with the comment from us as a description.

**Brainstorming**:

I was reading this [documentation](https://confluence.atlassian.com/jirakb/what-is-catch-email-address-and-how-does-it-work-1345620607.html) to see if there's an option to catch only the "to" field in the email, unfortannely is only the address.

I created a custom field to get the sender's email and make the automation based on that, however is not going to be in the email thread

**Question**:

What's the best option to do it and avoid the new issues creation since is going to affect the data of the project?

Hope you can help me with that and thanks in advance!


Answers:
author: Luis David Montes de Oca Hurtado
body: Here's the automation I have so far:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313387i5528BBEA4EEA31FF/image-size/large?v=v2&px=999 "image.png")

I have the comparison statement, because we add internal comments and we shouldn't send an email reply with those.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313392i0BFEE319C23A9487/image-size/large?v=v2&px=999 "image.png")


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

jira-software
Can I add attribute type IMAGE and post images on Assets
Asked by J Conners:

Use Case: Physical inventory. We want to add an IMAGE as an attribute field on Object types.

Is this possible?


Answers:
author: Benjamin
body: Welcome [@J Conners](/t5/user/viewprofilepage/user-id/4973258) .

Haven't come across adding images as an attributes since the inventory is more database centric. Quite possible to add a link to an image in an attribute filed.


Tags: cloud

jira-service-management

jira-service-management-cloud
Need help to build datacenter JQL
Asked by sylvain_lanthier2_bell_ca:

Good Morning,

I need help in creating an efficient JQL to show all the stories from project "BER" that has an epic with "Epic Status" = "In Progress" only.

If needed, we do have ScriptRunner installed on our D.C. instance.

Regards, Sylvain


Answers:
author: Mark Segall
body: Hi [@sylvain_lanthier2_bell_ca](/t5/user/viewprofilepage/user-id/1159471)

You will need scriptrunner for this. The query would be:

```
Project = BER AND issueFunction in issuesInEpics('"Epic Status" = "In Progress"')
```

comments: author: sylvain_lanthier2_bell_ca
body: Wow, that was quick and efficient :-)   
Thank you so much Mark, it does exactly what I am looking for!


Tags: data-center

jira-service-management

jira-service-management-data-center
Refer back transition issue
Asked by shivani shirguppi:

I have "refer back' transition coming from different statuses to 'pending with customer' status. when customer comments the status should auto - change from 'pending with requester' to their respective statuses from where they have referred back. How this can be done in JSM?


Answers:
author: Valerie Knapp
body: Hi [@shivani shirguppi](/t5/user/viewprofilepage/user-id/5241115) , thanks for your question.

If I have understood correctly, you want to transition the issue based on the customer making a comment.

You can do this with automation. Please check this rule in the automation playground- <https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/112182>

You can use it as a basis to get started / modify it for your use case.

Hope this helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Deleting organization
Asked by Ohad Spielman:

We're using Jira software and wanted to purchase the Jira management, I accidentally created a new organization,

Can I delete only the new organization without damaging the existing one (associated with my account)?


Answers:
author: Nikola Perisic
body: Yes, you can. Firstly, you need to make sure that the new organization doesn't have any products active - meaning that there shouldn't be any members in groups for that specific product.

* Go to admin.atlassian.com
* Make sure that you are choosing the right organisation - pay attention to this closely
* Go to Settings section (make sure that you have deleted all of the products from the organisation)
* Select Delete organisation

NOTE: It will take some time for the organisation to be deleted since it is a scheduled deletion. Yes, you can request for an imidiate deletion, but I am sure that is not very urgent. If it is, you would need to raise a support ticket for Atlassian to delete this organisation.

comments: author: Nikola Perisic
body: Plus, your old organisation won't be affected.


author: Ohad Spielman
body: Thanks. I won't take the risk

I submitted a support ticket.


author: Nikola Perisic
body: Well, there isn't a risk if you choose the right organisation. :)


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Sending email as a reply
Asked by Luis Andino Rodriguez:

Is it possible to send email as reply to the email. As I was testing replying to an email in JSM I noticed it was sending it as a new email instead of a reply of that email


Answers:
author: Ste Wright
body: Hi [@Luis Andino Rodriguez](/t5/user/viewprofilepage/user-id/5437614)

Is this just on the first response (i.e after the ticket is created from an email), or for every response?

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira automation: Render Public Comment only
Asked by Bastien Delourmel:

Good morning,

From an automation, I would like to send an email with the public comment added to it.

Based on the documentation ([Jira smart values - issues \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/)) I have this template:

*{{#issue.comments}}*

*Comment by: {{author.displayName}} at: {{created}}*

*{{body}}*

*{{/}}*

But I would like to render only public comment not internal notes. What smart value should I use?  
Thanks


Answers:
author: Ste Wright
body: Hi [@Bastien Delourmel](/t5/user/viewprofilepage/user-id/5262912)

What does the wider rule look like?

This might help clarify the best way to do this.

Ste


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Automatically assign a parent when a support ticket is being created
Asked by omar.wehbe:

Hello community,

I am having a small dilema.

Whenever my team creates a support ticket to our project, somehow i am not able to "Add Parent" but manually.

I tried in the automation to create this rule that when a support ticket is being created, edit issue -\> Add parent

Once i tried putting the parent name, it is not accepting any digits and i end up failing...

I do not want to set it as a linkage, due to some technicalities in other areas.

Can someone help?


Answers:
author: omar.wehbe
body: [@Kalyan Sattaluri](/t5/user/viewprofilepage/user-id/5312306)

As soon as i out in the Parent a digit ("2") it mentions No Options...

![Pic.png](https://community.atlassian.com/t5/image/serverpage/image-id/313327iF01AD3AB1E3DB7F1/image-size/large?v=v2&px=999 "Pic.png")


author: Kalyan Sattaluri
body: Hello [@omar.wehbe](/t5/user/viewprofilepage/user-id/5457431)

Welcome and Please share a screenshot of your rule for community to help.

In the mean time, you mention "parent name" but instead try "parent-key", like I have below screenshot, and make sure that the "parent" is of appropriate hierarchy, like Epic.

Hope it helps.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313309i5F4583CB0DCD3176/image-size/large?v=v2&px=999 "image.png")

comments: author: Jack Brickey
body: Yes

and I want to ask, is the parent static or dynamic and if dynamic how is the parent determined?


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to give customers ability to see all the opened tickets not only by them?
Asked by Vera Valshonok:

Hi, community!

Is it possible for some or all the customers in the project to see not only their tickets but all the opened ticket in the project?

I was asked to give such permission to a number of customers in the project.

Thanks in advance.


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

You can create an organisation and put all customers inside it. Then every member of organisation will be able to see all tickets created by other members.

More details: <https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/>

Regards,

Seba

comments: author: Vera Valshonok
body: Thanks, after creating customer organization and adding specific customers there how do i proceed so that this specific organization be able to see all the project tickets? Should I create an automation in relation to it?


author: Sebastian Krzewi?ski
body: You need to add organisation to projects - <https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/>

Important thing - every organisation member will be able to see and search tickets created by other organisation members.

So if you want that every customer will be able to see all tickets in JSM projects you need to add all customers to organisation. Then this will be possible.

By default it is not possible in JSM. Customer is able to see and search only tickets that create in portal.

Regards,

Seba


author: Vera Valshonok
body: Thanks a lot! so its automatically when i add all the costumers to a specific customer organization that they will be able to see tickets of each other?

Really appreciate your help.


author: Sebastian Krzewi?ski
body: I'm glad that I was able to help you. If you can please accept answer. This will give info for other community users that this topic is solved and they can find solution here :)


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I create an SLA to show no customer communication after set period of time?
Asked by Tom Hopes:

Looking to create an SLA to ensure there is constant customer communication at least every 2 days. Is that possible?


Answers:
author: Ste Wright
body: Hi [@Tom Hopes](/t5/user/viewprofilepage/user-id/3301738)

You should be able to do this - I'd try this...

* Start counting = Comment: By Customer
* Finish counting = Comment: By Customer

...however, you might find this creates a loop which does not stop. I'd try it out and see what happens.

---

An alternative to an SLA might be to use [Automation](https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/) - for example...

* Create a Date Time Picker custom field
* Populate the field each time the customer adds a comment
* Report on tickets with a customer response from over 48 hours ago
* Send reminders (if needed)

---

Let us know if either of these work!

Ste

comments: author: Tom Hopes
body: Unfortunately first one doesn't work it gives a weird -217h 53m calculation.

Going to try 2nd one, do you think I'll be able to use the custom field in an SLA config?


author: Ste Wright
body: Hi [@Tom Hopes](/t5/user/viewprofilepage/user-id/3301738)

You can't use custom fields in SLAs natively at this time.

The second option is an alternative model which would use a custom field and automation trigger, rather than the SLA.

---

You might also be able to do this with an App though; check out SLA options on the [Marketplace](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=sla).

Ste


Tags: cloud

jira-service-management

jira-service-management-cloud
Status page custom local app integration.
Asked by Amal P:

We possess a local application that will encompass certain monitoring statuses of our website. Is there a method available to link or display these application monitor outcomes onto our status page? We kindly seek suggestions from the team on this matter.


Answers:
author: Ste Wright
body: Hi [@Amal P](/t5/user/viewprofilepage/user-id/5282574)

Could the information on this page be helpful? - <https://support.atlassian.com/statuspage/docs/integrate-statuspage-with-other-applications/>

Ste


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud

statuspage
Continue seeing: Your subscription for Halp is over. Please select a new plan to continue using Halp
Asked by Taber:

Hi there,

No matter what I do, I can't seem to get rid of the "***Your subscription for Halp is over. Please select a new plan to continue using Halp.***" bot response when setting up our Slack channel.

I've reviewed [this KB entry](https://confluence.atlassian.com/jirakb/jira-service-management-slack-connection-doesn-t-work-after-halp-subscription-ended-1223821118.html), I've completely nuked projects, queues, etc., but there has been no change.  

Does anyone have a more detailed explanation of where to confirm I have archived/deleted everything required?

Thanks!


Answers:
author: Andy Heinzer
body: Hi [@Taber](/t5/user/viewprofilepage/user-id/457995) Sorry to hear about this problem. I have created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-983273>


author: Ste Wright
body: Hi [@Taber](/t5/user/viewprofilepage/user-id/457995)

It might be worth contacting Atlassian Support for assistance - you can do so from here: <https://support.atlassian.com/contact/#/>

You do mention you're on a Free plan though, which does not grant you support access. Is this correct?

Ste


Tags: atl-rvw

cloud

halp

jira-service-management

jira-service-management-cloud

plan
How to create custom depended fields like category and sub category
Asked by veerabhaskar:

Hi Team,  

I have two fields category and sub category   
on the basis of category field ,sub category field should be selected  

Category field have choices :P1,P2  
Sub category field choices : C1,C2, C3,C4  

<br />

If I select category choice as P1 then C1,C2 Subcategory choice only will visible.

If I select category choice as P2 then C3,C4 Subcategory choice only will visible.  

Thanks  
veera


Answers:
author: Kate Pawlak _Appsvio_
body: Hi [@veerabhaskar](/t5/user/viewprofilepage/user-id/5457303),

If you have a such simple structure, would you consider using **cascading** custom field? It allows you to create a two level cascading structure.

P1

--\>C1

--\>C2

P2

--\>C3

--\>C4

comments: author: veerabhaskar
body: Hi [@Kate Pawlak _Appsvio_](/t5/user/viewprofilepage/user-id/3795284) ,  

Thanks for quick response.  

Cascading custom field is good choice but issue is when we make that field as required then without selecting sub category choice (C1,C2...) we can able to submit form.  
so, I want both should be required in single Cascading custom field then only we have to submit form.  
For that do we have any solution....  

Thanks  
veera


author: Kate Pawlak _Appsvio_
body: Thank you for clarification. You're right, this is how it works in Jira.

You can try to use Forms. But it's necessary to split your second custom field (with Cx) to two. So you will be able to create the first section with first custom field - category Px. Depending on selection, you will present different custom field: one with C1, C2 or second with C3, C4. But it's difficult to scale.

Another option which I can propose is using our app [**Multilevel Select for Jira**](https://bit.ly/Multilevel_Select)which allows you to create multistructure. In the configuration, you can define that all levels must be selected (not only the first one).


Tags: cloud

jira-service-management

jira-service-management-cloud
how to Auto-close Issues after we resolved 5 Business Days
Asked by Kishor Mudhili:

hello guys,

recently we migrated to JSM (Cloud), we are planning to Auto close tickets from Resolved status like Service-now.

if any one know's the Process, Please share with me. i have follow the few articals but not understand.


Answers:
author: Rilwan Ahmed
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) ,

You can make use of scheduled issue trigger. In trigger, use appropriate JQL

Example: "*status = Resolved and updated \<= -5d* ".   
Trigger will check tickets whose status is resolved and no activity in the ticket for last 5 days.

Sample rule screenshot:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313284i33E983BDE6C07BF8/image-dimensions/356x253?v=v2 "image.png")


author: Jack Brickey
body: Hi [@Kishor Mudhili](/t5/user/viewprofilepage/user-id/5310742) , welcome to the Cloud. If you go to Automation and click on Templates you should find a template that you can use/modify called "resolve issues due to inactivity"


Tags: cloud

jira-service-management

jira-service-management-cloud
What is functions of "Search for issues" in Queue screen?
Asked by Malisha Thapa:

I have a project define and have queues configured. I am unable to search issues with the help of "search of issues". I want to search issues with Organizations.

I tried searching issues with Key, summary and other values available in Queue, but it does not provide the complete results.

For an example: I entered organization name under search for issues and I can see only 2 requests where we have more than that in the queue.

Please advise.

Let me know if you need more information.


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Malisha Thapa](/t5/user/viewprofilepage/user-id/5184719)

to the best of my knowledge, the search within queues is relatively limited. It appears like it might primarily (only?) be considering an issue's *summary*, but I'm not 100% sure.

I don't know if this problem justifies additional tooling for you, but just to put it out there: If you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2646019).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSM-specific fields - much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

Plus, its sheet search considers all visible fields, including organisations.

This is how it looks in action:

![find-in-queue.gif](https://community.atlassian.com/t5/image/serverpage/image-id/313829iC4ABE834C98CEE98/image-size/large?v=v2&px=999 "find-in-queue.gif")

As every sheet in JXL is powered by a JQL statement or filter, you can easily model your queues as JXL sheets. It also allows cross-project queues, if that's something you'd be interested in.

Any questions just let me know,

Best,

Hannes

comments: author: Malisha Thapa
body: Thank you for your response, Hannes.


Tags: cloud

jira-service-management

jira-service-management-cloud
Duplication of approval mail in case of multiple approval levels
Asked by Stefan Stadler:

Hi all,

I am facing a very strange behaviour and still try to understand the root cause.

Here is what I am doing:  
I have created an approval workflow to be re-used in several different situations. The approval can have up to 3 levels and each level can decide if there is one approval needed or all from that level.

This is working fine with the help of ScriptRunner fast-tracking based on conditions.

Now what is strange:

The users required for the approval are in separate custom fields: Approvers, 2nd Approvers, 3rd Approvers.

For the demonstration, I have added myself as the approver in all 3 fields.

The problem is with the email that is sent: It includes one additional "approval block" from the second level onwards. Meaning the approver in the 3rd stage will get 2 approve buttons in one mail, which does not make sense at all. The first approval level is working fine.

Does anybody has an explanation on why this happens this way?


Answers:
author: Stefan Stadler
body: Here are the images as I was unable to add them in the original post:  
![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313249i60993D4851223277/image-size/large?v=v2&px=999 "image.png")

This is the second mail (and third approval level mail looks identical):

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313250i26B6FC643E6B86EF/image-size/large?v=v2&px=999 "image.png")

Here you can see the workflow. The status "Open" as well as "Preparing 2nd level approval" and "Preparing 3rd Level approval" are all handled by fast-tracks.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/313251iC45A7EA508638643/image-size/large?v=v2&px=999 "image.png")


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Migrate Automation from Jira Cloud to Jira Data Center
Asked by DenJr:

We are considering migrating from Jira Cloud to Jira Data Center. Will automations transfer successfully, what difficulties may arise, and how can they be addressed? Thank you!


Answers:
author: Charlie Misonne
body: Hi [@DenJr](/t5/user/viewprofilepage/user-id/5438312)

You can export all rules from Cloud as a single JSON file and import that JSON in your DC instance. This will import all rules as disabled and you can enable them 1 by 1.

While the import is certainly helpful it does not take care of everything. IDs can be different on both environments. e.g. an automation rules creates an issue of type Task with ID 5. If issue type with ID 5 is a bug on your DC instance it will create a bug instead.  
So be careful, you need to validate your rules where it uses IDs.

The export is a JSON so you could also prepare/ script the changes in the JSON file before importing.

Also make sure the "rule actor" of the automation rules have the necessary permissions on DC.


Tags: jira-service-management

jira-service-management-server

server
What are labels and components used for?
Asked by ???_??_:

Please tell me how to use it correctly.


Answers:
author: karim -Atlassway-
body: Hi [@???_??_](/t5/user/viewprofilepage/user-id/4704901) ,

Choosing the right features between Components, Labels, in JIRA primarily depends on your company's needs and how you manage your projects.

1. **Components** are ideal if your company manages large projects that need to be divided into smaller, manageable subsections. For instance, if your company develops software and different teams are responsible for different parts of the software, Components would be an excellent way to organize and track these parts.

2. **Labels** provide a great deal of flexibility and are perfect for quick filtering and categorization of issues across multiple projects. They can be very useful if your company handles multiple projects that share similar tasks. However, the lack of control can lead to inconsistencies, such as multiple labels meaning the same thing, which can hamper their effectiveness. Therefore, it's important to set a clear guideline for label creation and use. [Colored Label Manager](https://marketplace.atlassian.com/apps/1232559/colored-label-manager-for-jira?hosting=cloud&tab=overview) make this feature a real asset for your team.

Labels are therefore only of limited use at the project level, but they are an enormous added value for individual users.

Hope it can helps you !

Karim from Atlassway

comments: author: Laurie Sciutti
body: [@karim -Atlassway-](/t5/user/viewprofilepage/user-id/3508524) **\*Components** are therefore only of limited use at the project level,...


Tags: cloud

jira-service-management

jira-service-management-cloud