youngmon/atlassian-qna huggingface dataset:
Approvers not receiving notification if the the approval is on the first status of the workflow
Asked by Ashley Honeycutt:

I have a workflow in a JSM project where the first status is where we need to collect approvals, however the users in the Approvers field are not receiving the notification. Approvers are added based on certain criteria using a project automation rule. This occurs when the issue is created. The audit log for that rule and for the email notification both indicate they are running successfully.

Through some trial and error, I've narrowed the issue down to the notification rule is firing before the Approvers field is populated.

Is there any way to ensure the order of these rules is maintained? Particularly without having to add an additional status (and extra series of "clicks" for agents)?

The Approvers Notification appears to be using Legacy Automation and I don't see any options for modifying the rule (maybe adding a 5 second delay before it runs?).

Thank you!


Answers:
author: Stefan Stadler
body: Hi Ashley,

We also have been running into this problem and solved it the following way:

1. Create an Event that will only be used by such approvals.

2. Add a notification to this event in the notification scheme of your project. There you can also modify the structure of the approval mail. If this is a ServiceDesk-based approval, you also will find the options to include the approve/decline buttons in that mail. This is a very comfortable feature for users.

3. Fire this event from your automation after the approvers are set. This way, the event will be processed only when the approvers are already filled.

Hope this helps!

Stefan


author: Christopher Yen
body: Hi [@Ashley Honeycutt](/t5/user/viewprofilepage/user-id/5065838)

I'm not too familiar with the legacy automation, there is a delay option in automation rules so might be worth recreating approval notifications as a new rule if you're not seeing the delay option.

![2024-08-28 22_14_16-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/344392i182FAF35202D54D7/image-size/large?v=v2&px=999 "2024-08-28 22_14_16-Window.png")

Some other options that might help

* Setting the trigger to when approvers are added
* Adding a notification at the end of your rule that adds the approvers and keeping the legacy rule as is.

Hopefully some of these suggestions help!


Tags: jira-service-management

jira-service-management-server

server
Services functionality in Data Center
Asked by Nick:

Hello all,

I am wondering if there is a similar to Services functionality on Cloud version in Data Center?  
Or do I need to do reverse engineering and setup asset schema(s), create custom fields, and develop bunch of automation rules myself?  
Is there any guidance to start assuming people somehow were achieving this prior it became a feature in cloud?  

Thank you for sharing,  
Nick


Answers:
author: Mikael Sandberg
body: Services on DC relies on [Opsgenie](https://confluence.atlassian.com/servicemanagementserver/working-with-major-incidents-1018775537.html) and the services feature in there. So if you want to recreate this using assets then yes, you would have to reverse engineer it and use automations for it.


Tags: assets

data-center

incident-management

jira-data-center

jira-service-management

jira-service-management-data-center
Issue with Customer Disappearing After Being Added to Organization
Asked by Sebasti?n Dur?n:

Hey !

I'm in Project \> Project X \> Organizations, trying to add a customer. I can add them, but when I refresh the page, the customer disappears.

Do you know why this is happening?

I'll wait for your answers, thanks!


Answers:
author: Lisa Forstberg
body: Hi [@Sebasti?n Dur?n](/t5/user/viewprofilepage/user-id/5461711) ,

Long shot but have you seen there is a small "Add" button before pressing OK?

I think I've done a thousand times, thinking the OK is enough..

hope it helps

![Screenshot 2024-08-29 at 15.17.47.png](https://community.atlassian.com/t5/image/serverpage/image-id/344550i822CF14FB9A9B4EF/image-dimensions/340x436?v=v2 "Screenshot 2024-08-29 at 15.17.47.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
No Content (200) when Adding a Customer to a Service Desk Project via API - Username?
Asked by matt_ball:

I've successfully created a new customer via the API, but when I wanted to create a request to add that customer to a specific service desk project, the schema calls for a 'username' which is a field I've never seen associated with a customer record.  

The response I get from the customer creation request contains the following (values redacted):  

<br />

{  
"accountId": "",  
"emailAddress": "",  
"displayName": "",  
"active": true,  
"timeZone": "",  
"_links": {  
"jiraRest": "",  
"avatarUrls": {  
"48x48": "<https://avatar-management.services.atlassian.com/default/48>",  
"24x24": "<https://avatar-management.services.atlassian.com/default/24>",  
"16x16": "<https://avatar-management.services.atlassian.com/default/16>",  
"32x32": "<https://avatar-management.services.atlassian.com/default/32>"  
},  
"self": ""  
}  
}  
The schema for the Add-customers method can be found [here.](https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/#servicedeskapi/servicedesk/{serviceDeskId}/customer)

<br />

<br />

Since there's no GET method for the /servicedeskapi/customer endpoint, where do you find the username for a customer?


Answers:
author: matt_ball
body: I'm not sure how I ended up on that documentation, but the current documentation calls for the use of AccountId, which is returned during the customer creation process.  

Passing that value in the body of the request worked as expected.


Tags: cloud

jira-service-management

jira-service-management-cloud
Use StatusCategoryChange in automation
Asked by greg_kahl_wexinc_com:

How can I use the Status Category in an automation script? We have multiple projects that each have unique workflows with a different status as the first "in progress" status or the "done" status. I want to populate a Start Date field when the issue moves to "in progress" but am looking for a way to not have to include all the statuses being used or having to modify when new projects and statuses are created. Similarly do the same when the issue hits the final status and populate an End Date field. This script works for Start Date but only for the projects that uses "In Progress" as their status. Can I use Status Category rather needing to include all the possible statuses in the "in progress" category? ![Start Date.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/288628i463BB3F754CD1123/image-size/large?v=v2&px=999 "Start Date.JPG")


Answers:
author: Stanley Duback
body: Hey Greg,  

I just tested and was able to do this by leaving the trigger for "When Transitioned" blank, so it applies to all status, then setting a condition in JQL.  

You can set the condition for the JQL to be statusCategory = 4 for issues that are "In progress" / Blue   

Then your action will apply to all issues when they are transitioned into in progress.  

![Screenshot 2023-10-26 135059.png](https://community.atlassian.com/t5/image/serverpage/image-id/288654i376F7435C6242335/image-size/large?v=v2&px=999 "Screenshot 2023-10-26 135059.png")  

However if there is any issues that you do not want your action to happen on when you transition to in progress you may need to create a query that decides with more granularity. by including project, issues types, etc.

comments: author: greg_kahl_wexinc_com
body: Thanks. Do you know what the statusCategory for "Done"/green is or how I can find that for myself?


author: Stanley Duback
body: Here is the doc for the statusCategory function. I believe done is 3  

[How to search using statusCategory() \& statusCategoryChangeDate() function with JQL \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-search-using-statuscategory-statuscategorychangedate-function-with-jql-1115669437.html)


author: greg_kahl_wexinc_com
body: Thanks, I did a search and determined that 2 is "To Do", 3 is "Done" and 4 is "In Progress". Thanks for your help
WHEN Epic Linked Issues are Moved to Done Daily, THEN email report to Epic Assignee
Asked by Donna Benton:

I've been experimenting with an ask from Epic owners to get a consolidated report emailed at EOD of all Done issues that are linked to the Epic.

I'm stuck on the linked issues part of the automation. Any links you guys know about that can help? Or, does this ring a bell of something that you've accomplished for your own projects?

Thanks!


Answers:
author: Stefan Salzl
body: Hi [@Donna Benton](/t5/user/viewprofilepage/user-id/2420418)

Is it really an issue link (are thos issues link with a special link type to the epic like for example ?relates to") or are thos tasks/issues you are trying to fetch tasks within the epic (child issues)?

In case of child issues you could fetch them with a JQL

?Epic Link" = \<issueKey of yourEpic\>

Best  
Stefan

comments: author: Donna Benton
body: Thank you, Stefan. Let me give that a try.


author: Donna Benton
body: Stefan, I'm not finding success. Can you please break down this automation piece so that I can understand where I am going wrong?

Thank you.


author: Stefan Salzl
body: Could you please show a screenshot of your rule, how far you've come so far and where exactly you got stuck? This might help to analyze the problem and get a better understanding of what you're trying to achieve.

Furthermore could also further specify your requirement and what exactly you would expect from the result.

Best  
Stefan


author: Donna Benton
body: Stefan,

Here is the rule as I have it now. I think I may have got the linked issues worked out with 'Parent exists'. I still have no idea how to email the Parent assignee though.

![Snag_14355d2a.png](https://community.atlassian.com/t5/image/serverpage/image-id/289177iBF3FAEEB2A1594AB/image-size/large?v=v2&px=999 "Snag_14355d2a.png")


author: Donna Benton
body: Stefan,

Well, it looks like I figured out how to email the epic assignee with {{issue.parent.assignee.emailAddress}} but the email did not show the issue that should have been reported with the conditions.

I'm getting there!! :)


author: Donna Benton
body: GOT IT SOLVED!


author: Donna Benton
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/289412i42581E2F627B72E6/image-size/large?v=v2&px=999 "image.png")

Thank you Stefan for your help! :)
Automation to detect not available ticket
Asked by Artur:

Hey guys,

I would like to create an automation that would inform me if the ticket has never been created - as per the logic of other automation.

To clarify:

- \> We already have an automation - Once the status of the ticket was transitioned to let's say "Pending", a new ticket should be created and linked to the parent ticket.

But sometimes, it does not.

- \> the new automation should start every day at specific hour;

-\> I would like this new automation to go through all the specific ticket statuses in a specific Project and check if there is a ticket created and linked with it - just like it should have been done in our previous automation.

<br />

Now I know that technically I could look for errors in automations, but sometimes there are none because assignees do not fill out the required fields to run the initial automation.  

Could you please help? Which condition to add?

<br />

Thanks!


Answers:
author: Bill Sheboy
body: Hi [@Artur](/t5/user/viewprofilepage/user-id/5346511) -- Welcome to the Atlassian Community!

I recommend starting by writing some JQL which you expect to return the issues which should have created the issues. After that is tested, you could use that in a scheduled trigger rule, which then uses Lookup Issues to find the expected, created issues...and if not found, send an notification.

Pausing to consider your scenario a bit...please consider if there is a challenge with your rule, a process problem, a training / education issues, etc. which causes this need. You may be able to mitigate this symptom by looking at those things.

Kind regards,  
Bill

comments: author: Bill Sheboy
body: Hi [@Artur](/t5/user/viewprofilepage/user-id/5346511)

Just following up to check if you solved this. Thanks!


author: Boldizs?r Vermes
body: [@Artur](/t5/user/viewprofilepage/user-id/5346511), without the exact details of your need, I can imagine that a saved filter and a subscription to it can help too.

I use this for multiple kinds of checks and reminders of missed administration. Just create a filter that lists the issues with missing links, and email the list to yourself every morning.
Is it possible to download an attachment and save an attachment on local file system folder
Asked by Ward Schwillens_ Schwillie:

Is it possible to download an issue attachment and save an attachment on local file system folder using automation?


Answers:
author: Stefan Salzl
body: Hi [@Ward Schwillens_ Schwillie](/t5/user/viewprofilepage/user-id/1028001)

In general it's possible if you click the attachment and download it.

To further understand your requirement could you please specify what you are trying to achieve? According to your question there is no need to do something automated.

Best  
Stefan

comments: author: Ward Schwillens_ Schwillie
body: Hi Stefan,

thank you for your suggestion. I do need this as an automation, as this is part of an integration workflow with FreshService. If an attachment is added to the linked Jira issue, it needs to get downloaded / saved to a specific file system location (automatically) where I can pick it up with the freshservice API.

Best regards, Ward


author: Stefan Salzl
body: Hi [@Ward Schwillens_ Schwillie](/t5/user/viewprofilepage/user-id/1028001)

I'm afraid that this can not be done natively with Jira Automation as it doen't have a direct connection to a client.

Does FreshService have any interface that might be possible to fetch a webhook and than fire back an API call against the Jira api?

That way is the only thing that comes to my mind if it needs to be on issue level.

Another workaroung would be to configure a cron job that does a dowoad on a regular base. In this case the consitions for ?which attachments" needs to specified in details an maybe also some scripting on the platform level needed.

Best  
Stefan


author: Ward Schwillens_ Schwillie
body: Hi [@Stefan Salzl](/t5/user/viewprofilepage/user-id/5074064)

Thank you for thinking with me on the matter.

Unfortunately, the FreshService API has the reverse problem, it needs a file on a file path to be able to upload the file as attachment, it doesn't accept base64 encoded files.

Best regards,

Ward
How to do when you assigned an epic and versions to a story, also assign it to the subtasks?
Asked by David Torrente - Bibloos:

How to do when you assigned an epic to a story/versions, also assign it to the subtasks?

I find that I need to apply an epic and the versions in the stories of my project and then I have to go one by one also assigning the subtasks.

Is there any automation that makes this process easier?


Answers:
author: Bill Sheboy
body: Hi [@David Torrente - Bibloos](/t5/user/viewprofilepage/user-id/5259554) -- Welcome to the Atlassian Community!

Are you trying to do this:
> Given there is an epic which has child stories, and those stories have subtasks  
> When the epic has a version added to Fix Version  
> Then copy the Fix Version from the epic to the child stories and their subtasks

You could do that with a couple of automation rules: one to copy from epic to story, and one to copy from story to subtasks (triggered by the changes from the first story).

To get you started on creating your rule, please refer to these documentation and example sources. Within those examples, there is at least one showing how to do this copy of a field from parent to child issues.

* <https://www.atlassian.com/software/jira/guides/automation/overview#what-is-automation>
* [https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)
* <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>
* <https://support.atlassian.com/jira-software-cloud/docs/use-advanced-search-with-jira-query-language-jql/>

Kind regards,  
Bill

comments: author: Bill Sheboy
body: Hi [@David Torrente - Bibloos](/t5/user/viewprofilepage/user-id/5259554)

Just following up to check if you solved this by creating the rule, or if you needed other assistance. Thanks!
The "Deployment Status Change" Trigger does not detect certain statuses.
Asked by Zachary Ang:

When I am trying to create an automation using the "Deployment Status Change" trigger to keep track of deployment statuses and send slack message, the "pending" and "in progress" statuses for the deployment are not triggering the automation. Is there a certain condition to trigger these statuses?![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/287173i1A67635BC50E7989/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Bill Sheboy
body: Hi [@Zachary Ang](/t5/user/viewprofilepage/user-id/5344618) -- Welcome to the Atlassian Community!

This appears to be a known defect, and you may vote for / watch it to see progress here:

<https://jira.atlassian.com/browse/AUTO-565>

Kind regards,  
Bill
Problem with Issue Fields Condition in Automation Rule in Jira DC
Asked by Gordon Rutherford:

Hi

I have are rule where the automation will add a user picker name to the summary of the issue when the issue is created or updated and a name has been choosen in the user picker called 'Presenters'- example below

Original issue Summary : 'Centigrade'

Username choosen in custom field user picker 'Presenters' = Jane Doe

Issue updated

New Summary : 'Jane Doe - Centigrade'

What I don't want to happen is everytime the issue is updated is that the user name gets added again and the result is 'Jane Doe - Jane Doe - Centigrade'

So I thought I could control this with an issue fields condition which blocks the name repeat if the name is already present

I am using this smart value {{ issue.customfield_15028.displayName }} to successfully to find the custom field 'Presenter' display name and update the the summary so I know the smart value syntax is correct.

But when I use it as below as a field condition value for 'does not contain' it does not work to block the repeat of the presenter name in the summary

Any help here would be very much appreciated

Thanks Gordon

![condition.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/286773i695196289E981BAA/image-size/large?v=v2&px=999 "condition.PNG")


Answers:
author: Arkadiusz Inglot
body: Hello

Please select proper trigger for your automation and then edit you summary with new 'semi statgic' value.

In that case You can handle both cases (issue create + update) using different trigger:

* **Field value changed**
  * Field: Presenters
  * Change type: Any changes
  * Create issue + Edit issue
* **Edit issue:**
  * **Field:** summary
  * **Value:** {{issue.customfield_15028.displayName}} - Centigrade

Btw, this may be helpful in future cases and playing with strings in automation: <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/>

comments: author: Gordon Rutherford
body: Thanks very much for your input here Arkadiusz - your answer works for me and you have broadened my limited Jira Automation knowledge!

Cheers

Gordon


Tags: data-center
Auto change status after 7 days
Asked by Syed Omair Masood:

**Objective**: Automatically change the status of a ticket from "Pending" back to "In Progress" if no updates occur within 7 days.

**Steps**:

1. **Trigger on Status Change**:

   * Set up an automation to trigger when a ticket's status changes to "Pending".
2. **Start Monitoring**:

   * Once a ticket is marked as "Pending", the monitoring period begins.
3. **7 Days Grace Period**:

   * For the next 7 days, the system will watch for any updates or changes to the ticket.
4. **Inactivity Check**:

   * If there are no updates within the 7-day period, the system proceeds to the next step.
5. **Automated Status Reversion**:

   * After 7 days of inactivity, the ticket's status will automatically revert back to "In Progress".

*Note: Ensure to configure this automation within your ticketing system's settings.*

**Additional Info**:

If you've tried to set up this automation previously and faced issues with the delay, it's possible that the initial setup might need adjustments. You may want to review your automation rules and scripts to ensure they are correctly configured for the 7-day waiting period.  

Images are attached for reference   

a query that is working "project = "JIRA testing" AND status IN (Pending)"


Answers:
author: Tim C
body: Hi [@Syed Omair Masood](/t5/user/viewprofilepage/user-id/5342714)

I'd suggest the simplest solution would be to use a scheduled job to run every day (or how ever frequently you need to check) ... then find those tickets which not been updated in the past 7 days and update status accordingly.

Something like the following should do the trick ....

![Screenshot 2023-10-17 094811.png](https://community.atlassian.com/t5/image/serverpage/image-id/286652i58A2A4FD503A5F68/image-size/large?v=v2&px=999 "Screenshot 2023-10-17 094811.png")

I hope thiis helps?

Thanks,

TC.

comments: author: Syed Omair Masood
body: Thanks, i will try and will update you


author: Syed Omair Masood
body: also, can you share with me step by-step how you configure this a short video or session on any desk that would be helpful. thank you in advance


author: Syed Omair Masood
body: Getting this Error ![Screenshot 2023-10-17 013657.png](https://community.atlassian.com/t5/image/serverpage/image-id/286692i1B28729CA24F5247/image-size/large?v=v2&px=999 "Screenshot 2023-10-17 013657.png")


author: Syed Omair Masood
body: .


author: Demetris Karacostas
body: [@Syed Omair Masood](/t5/user/viewprofilepage/user-id/5342714) it appears that you have a typo in your JQL. Try the following:

project = "**YourProjectName** " AND status = "**YourStatusName**"

where

* **YourProjectName** = The name of the project you want to get the issues for.
* **YourStatusName** = The name of the current status of those issues.

Please keep the quotes for each variable.