youngmon/atlassian-qna huggingface dataset:
Customers opening automated incidents and requests
Asked by Nicolo Marchesi:

Hello,

we're in a situation where we think one of our customers is creating automated requests to our the customer portal.

Is there any way we can prevent this or at least understand from some audit if that's the case?

Thanks


Answers:
author: John Funk
body: Hi Nicolo,

Can you provide more information as to why you think they are doing that? And if they are, then you can take them out of being a customer.

comments: author: Nicolo Marchesi
body: Hi John,

I think they're doing it because we have a customer portal set up with Assets that automatically links some useful information into the ticket.

Those information were missing from the ticket (highly unusual, so I thought it was a manual integration) and there was the ticket itself, which had a description which was a dump from a testing framework and a few screenshots. It didn't seem to be wrote by a human.

Put all this together and you see why I'm trying to find out if it was an automated call through APIs to our portal or a legitimate support request.

I'm afraid taking them out as a customer can't be done, I just need to find evidence of that behavior and, if it's actually happening, talk with them.

EDIT: and I just forgot to mention that it was a topic that was already brought up by them, if we could somehow automate the creation of support tickets.


author: John Funk
body: Gotcha - thanks for the additional info. Is the Assets field required? If they are not populating that, then the ticket should not get created if the field is required and not populated.


author: Nicolo Marchesi
body: It's not required, but it's up to them to select the correct one because we bill them based on the things they select; and it never happened that they left all of them blank.


author: John Funk
body: Can you make it required? That might solve the API link.


author: Nicolo Marchesi
body: That might solve the API link but not the auditability one.

In the system audit log there are not traces of customer portal requests.


author: John Funk
body: try doing a query: request-channel-type = portal

do those issues show up?


author: Nicolo Marchesi
body: Nope, also it doesn't seem they are recorded: [Audit activities in Jira applications \| Atlassian Support](https://support.atlassian.com/jira-cloud-administration/docs/audit-activities-in-jira-applications/)


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
Request type to Report
Asked by Mar Angelo L_ Tareno:

why the IntelliSense on request type doesn't show? is there other way to the Request Type on condition? I need to use it for the report![rt.png](https://community.atlassian.com/t5/image/serverpage/image-id/347468i1F89D10E3F282B50/image-size/large?v=v2&px=999 "rt.png")


Answers:
author: Ashok Shembde
body: Hi [@Mar Angelo L_ Tareno](/t5/user/viewprofilepage/user-id/5544846)

You can directly use JQL queries with the custom field for request type, for example:  
"Request Type"` = `"Service Request"` `

Alternatively, you can go to the **Basic Search** in Jira, and search by **Request Type** from the dropdown by selecting:  
"Request Type"` = `"Service Request"  
This allows you to filter and find specific IntelliSense on request type.


author: John Funk
body: Hi Mar Angelo

The is function is only for Empty. If you want to see values, you have to use =


Tags: cloud

jira-service-management

jira-service-management-cloud
Ticket creation via Boomi Integration
Asked by Prelude:

I am trying to create a ticket in Jira via Boomi Integration .I used Jira connector and Url : "<http://jira.atlassian.com>"

But it shows as

The test run for Jira connector you are attempting completed with the following errors: Embedded message: \[301\] Moved Permanently

I also tried with "https://\<CompanyName\>.atlassian.net/rest/api/3/issue" the pop up as

The test run for Jira connector you are attempting completed with the following errors: Embedded message: \[400\] Bad Request

please provide me URL which can create ticket in Jira via Boomi.


Answers:
author: Marc - Devoteam
body: Hi [@Prelude](/t5/user/viewprofilepage/user-id/5592983)

Welcome to the community.

The user you are trying to create an issues with, is this a licensed user and has an API token been created for this user?

Does the user have access to the project you want to create an issue in?

If you have all of the above, the API call you made is the correct API endpoint in Jira, but what payload have you provided.

Also see API documentation on [Create Issue Endpoint](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-post)


Tags: cloud

jira-service-management

jira-service-management-cloud
Change the request type on a customer's ticket
Asked by Anna Nguyen:

Hi everyone,

I have an inquiry about the request type and issue type

When customer submit a ticket via Jira customer portal, it will link with a request type. In case, customer wants to ask about issue A, but they submit on the issue B, so how can we change the request type to be the correct one on Jira Service Management. So that we can have the accurate data about contact reason


Answers:
author: Manoj Gangwar
body: Hi [@Anna Nguyen](/t5/user/viewprofilepage/user-id/5592979)

Welcome to the Atlassian community

If the request type shares the same issue type you can simply change the request type on the issue. If the request type has a different issue type you will need to move the issue to change the request type.

comments: author: Anna Nguyen
body: Thanks [@Manoj Gangwar](/t5/user/viewprofilepage/user-id/4484987)

The request type has a different issue type, but on Jira ticket, it does not show the Issue Type field to edit, so I could not change it


author: John Funk
body: Hi [@Anna Nguyen](/t5/user/viewprofilepage/user-id/5592979) - Welcome to the Atlassian Community!

You need to do a Move function. While on the ticket in Jira, click the 3 dots menu to the upper right and select Move.


author: Anna Nguyen
body: Yeah, I finally could change it, thanks a lot [@John Funk](/t5/user/viewprofilepage/user-id/7148)


Tags: cloud

jira-service-management

jira-service-management-cloud
Requests per minute
Asked by PABLO ANDRES BUILES RAMIREZ:

I need to know what is the maximum number of requests per user in the standard plan in Jira Cloud per minute


Answers:
author: Ashok Shembde
body: [@PABLO ANDRES BUILES RAMIREZ](/t5/user/viewprofilepage/user-id/5592789)

In Jira Cloud, under the Standard plan, the API rate limit is set at 500 requests per user per minute. This limit applies to both Jira Service Management and Jira Software products.

comments: author: PABLO ANDRES BUILES RAMIREZ
body: Hello, I need to know at the client and agent level, what are the requests that can be generated in one minute, which according to what is indicated in my plan, are 500 per minute. But it is not clear what type of requests they are and it is necessary to know and apply them in my project.


author: Joseph Chung Yin
body: [@PABLO ANDRES BUILES RAMIREZ](/t5/user/viewprofilepage/user-id/5592789) -

Welcome to the community. Please advise and clarify on what you meant by "users" - Are you referring to customers for your portal site? Or, you are asking for Agents?

In regards on how many requests can be submitted by a customer, there is no limitation as far as I am aware of. May I also ask why you are asking for number of requests per minutes?

Once we obtained your clarifications, we will be able to assist you better.

Best, Joseph Chung Yin

comments: author: PABLO ANDRES BUILES RAMIREZ
body: Hi, Agents


author: PABLO ANDRES BUILES RAMIREZ
body: Hello, I need to know at the client and agent level, what are the requests that can be generated in one minute, which according to what is indicated in my plan, are 500 per minute. But it is not clear what type of requests they are and it is necessary to know and apply them in my project.


author: vikram
body: Hi [@PABLO ANDRES BUILES RAMIREZ](/t5/user/viewprofilepage/user-id/5592789)

Welcome to Atlassian Community.

As per me, it is 60 requests for user per minute.

you can have 1 request per second or 60 requests per minute.

It depends on few factors like

Infra capacity you have for the application.

User base you have for application.

or

read the below documentation:-

[Explore Jira Cloud plans \| Atlassian Support](https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/)

Vikram P


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
How to duplicate ticket per customer name ( field) at specific workflow status?
Asked by Vera Valshonok:

Hi, Community!

I am looking for a solution on how to create a duplication of tickets per site ( customer name - there is a custom field for it) when I need such duplication to happen at specific status in a workflow ( not at creation state).

I already have similar process working for others but there i have it at creation, so I have a Master request which is closed automatically the moment duplicate tickets appear ut how do I do it when I need to duplicate ticket at a further state?


Answers:
author: Jack Brickey
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , are you wanting to clone a specific issue when it transitions to a specific status?

if so here is an example

![IMG_4605.jpeg](https://community.atlassian.com/t5/image/serverpage/image-id/347427i3B32292BDBF76FDC/image-size/large?v=v2&px=999 "IMG_4605.jpeg")

comments: author: Vera Valshonok
body: Thanks! Yes, and for the original issue from which i ll be cloning the rest, should i close it at this point , it should also be a condition of the dame automating?


author: Joseph Chung Yin
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) -

I agreed with what [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) suggested. The best way to create what you wanted can be setup using Automations for Jira. Your automation rule can be triggered when an issue is transitioned into a specific status, then perform your needed actions. You can also setup conditions on when your actions should be executed within the same rule.

Here are the links that you should look into regarding to Automations for Jira -

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20)

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a API to connect our application to Jira Service Management
Asked by Bong Sapasap Jr_:

We would like to make our web application to directly create a Service request or report an issue to Jira Service Management. Is there a way to do this?


Answers:
author: Walter Buggenhout
body: Hi [@Bong Sapasap Jr_](/t5/user/viewprofilepage/user-id/1034239) and welcome to the Community!

JSM has a public REST API available. You can find documentation [right here](https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#about). But there's also a widget you can embed in your web application to create requests. See [this support article](https://support.atlassian.com/jira-service-management-cloud/docs/embed-a-widget-onto-a-web-page/) for more information on that widget.

Hope this helps!

comments: author: Bong Sapasap Jr_
body: Thank you [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225)

Have check page based on the link, and yes, this is all I need. Warm regards


author: Joseph Chung Yin
body: [@Bong Sapasap Jr_](/t5/user/viewprofilepage/user-id/1034239)

Welcome to the community. Yes, please take a look at this reference page on Atlassian's open REST APIs for JSM -

<https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#about>

Dealing with JSM Requests creation using REST APIs -

<https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-get>

<https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-request/#api-rest-servicedeskapi-request-post>

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Run new automation on old issues
Asked by Stacey Telford:

Hello people smarter than I!

We've just overhauled our projects and ways of working in Jira and I've set up automation to assist with consistency across projects.

Long story short, I had to change one of the automation rules after feedback from the team that it needed a little tweaking.

Is there a way to run the rule on issues created prior it being tweaked?

Rule details:

When epic is created, automatically create child tasks x 8 with specific summary and descriptions.

This was updated to also include {{triggerIssue.summary}}: in the new child task summary.

So I have a bunch of epics and child tasks that don't currently have the {{triggerIssue.summary}}: and I really don't want to manually update them all.

Does anyone have advice?


Answers:
author: Stephen_Lugton
body: [@Stacey Telford](/t5/user/viewprofilepage/user-id/5163487) This appears to work to update tickets that don't already have the epic summary:

<br />

![Update from trigger.png](https://community.atlassian.com/t5/image/serverpage/image-id/322653i0336D2D8AFCB86D4/image-size/large?v=v2&px=999 "Update from trigger.png")  

<br />

It's a manual trigger so make sure you have the right branch JQL and edit values then run from any ticket in the project that doesn't ned to be updated.

comments: author: Stacey Telford
body: Amazing thank you so much, this worked perfectly!

I appreciate you!


author: Bill Sheboy
body: Hi [@Stacey Telford](/t5/user/viewprofilepage/user-id/5163487)

Generally for a scenario like this, one either changes the rule trigger to scheduled (or creates another rule) to make the "catch things up" changes.

The key is: can you write a JQL statement to identify older issues that need the change in order to create a stopping condition (i.e., all caught up)?

* yes - the rule can be written
* no - the rule *may not be possible* , and may require manual triggering, as [@Stephen_Lugton](/t5/user/viewprofilepage/user-id/5180770) suggests

Note I wrote *may not be possible*...If you can combine JQL and rule conditions, you may be able to work around the JQL limitation.

Kind regards,  
Bill

comments: author: Stacey Telford
body: Thanks so much Bill! I ended up following Stephen's steps and it worked :)


Tags: jira
Task is breaching timeline
Asked by Sushmita Chakraborty:

When a task is about to breach its timeline, is there a way to set up a rule that might trigger alert to the person whom the task is assigned as well as the owner of the project.


Answers:
author: Fernando Eug?nio da Silva
body: [@Sushmita Chakraborty](/t5/user/viewprofilepage/user-id/5492389) , Welcome to the Atlassian Community!

You can build some automation rule to work as you described. Some rule example you can see in [Automation Playground \| Atlassian](https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/9918938/207129067).

Also, in Automation section in your Jira you can take a look in '**Templates**' to see more examples of rules. And if your current site is on Premium Plan, you can use Atlassian Intelligence resource to help you to create the rule.

If you still need help to build your rule, then back to us with more context/details about your idea.

Regards,

Fernando
Loop through webrequest with pagination
Asked by Yogesh Ranjitkar:

Hi Team,

I am trying to create a Jira Automation where I am making a web request to one of the customfields in Jira to pull it value and based on the choice of another Customfield, one of the JIra fields is populated from the value it fetch from the web request.

For example:

I have a field called Field A, Field B and Field C.

I am making rest call in Feild A which is a Select List (SIngle choice) field and it contains nearly 800 options to be selected from. Now what I am trying to automate is, when a user select a value in Field B, based on that value, Field C should be populated from the value it pulled from Field A via web request.

I have got it working. However, the problem is with pagination. In Jira cloud, the max item it retuns in a call is 100. Is there any efficient way to go through the paginated list i.e. a best way to get all 800 items from field A.

Thanks.


Answers:
author: Bill Sheboy
body: Hi [@Yogesh Ranjitkar](/t5/user/viewprofilepage/user-id/3748855)

The short answer is: no, there is no easy / efficient way to do this in an automation rule.

What problem are you trying to solve? That is, "why do this?" Knowing that may help the community to offer other solution approaches.

Until we know that information, and back to your question...

You do not indicate which version of Jira you are using: Cloud, Server, or Data Center.

All three versions could use conditional logic, but with 800 values that would require repeating your Send Web Request action block nine times with hardcoded pagination, and is likely to be difficult to maintain.

Similarly all three versions could inline this using smart value, conditional logic. I do not know the upper limit on the length of a smart value expression (although I believe it to be several million characters), and I would not want to maintain something with 800+ conditions!

If you are using Jira Cloud, Lookup Tables could handle up to 200 rows each, reducing the rule length some, although those tables would also be difficult to maintain.

Kind regards,  
Bill
Unable to Reference Custom Field (date) in AutomationEmail
Asked by Lauren Folk:

Hi all,

<br />

I have an automation set up that is triggering correctly, but I cannot get the value of my custom field "First Day of Work" to populate in the email that's being sent. I've tried the following, all appear blank in the email:

<br />

1 {{issue.customfield_10046.value}}  
2 {{customfield_10046.value}}  
3 {{customfield_10046}}  
4 {{issue.customfield_10046}}  
5 {{issue.First Day of Work}}  
6 {{issue.FirstDayofWork}}

I've found previous questions asking the same thing, and the solutions are not working. Any idea?

Previous questions:

<https://community.atlassian.com/t5/Automation-questions/How-to-display-custom-field-in-email-automation/qaq-p/2226127>

<https://community.atlassian.com/t5/Jira-questions/Format-date-in-email-from-automation/qaq-p/1988621>


Answers:
author: Lauren Folk
body: Answered my own question. My project has both a "Start date" and "Start Date", and I mixed up the custom IDs.


author: Bill Sheboy
body: Hi [@Lauren Folk](/t5/user/viewprofilepage/user-id/5492070) -- Welcome to the Atlassian Community!

For an automation question like this, context is important...

Please post an image of your complete automation rule, images of any relevant actions / conditions / branches, and an image of the audit log details showing the rule execution. Those will provide context for the community to offer ideas. Thanks!

Until we see those...

I would expect {{issue.customfield_10046}} to work, plus any formatting you may want. (Assuming that is the correct custom field id.)

Did you add this custom field or is it from a marketplace addon / app?

What type is your field: date picker, date / time picker, etc.?

What type of project is this: company-managed or team-managed? You may find that information at the lower-left of the page expanding area.

Kind regards,  
Bill


Tags: cloud

custom-field

email

jira-work-management

smart-value
Smart Value Computations
Asked by Ray Balmeo Cagayon:

Updated Problem Statement:

Need help on the syntax for the computing date difference between current time (now) and a pre-set datetime (Need By Date).

Variable: Need By Date (DateTime)

Simplified Trigger. Trigger is working and runs a query every five minutes. Objective is to compute the test hours remaining in every issue.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322507i571ABBD6BDF84B08/image-size/large?v=v2&px=999 "image.png")

1. **{{now.diff("Need By Date").hours}}**

No Errors on the automation but returns a null result.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322508iF87E63845456AAED/image-dimensions/202x60?v=v2 "image.png")

2. **{{(now).diff("Need By Date").hours}}**

Error on execution.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322509iB3533532BC493E1A/image-size/large?v=v2&px=999 "image.png")

3.**{{"Need By Date".diff(now).hours}}**

Working but negative results.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322512i03C447528FB3E0DB/image-size/large?v=v2&px=999 "image.png")

4. **{{"Need By Date".diff(now).hours.multiply(-1)}}**

Works perfectly fine.

I need to put an extra process on my computation just to get the desired result.

My question is what would be the correct syntax if i reverse my variables (1 and 2) instead of the (3,4) approach.


Answers:
author: Bill Sheboy
body: Hi [@Ray Balmeo Cagayon](/t5/user/viewprofilepage/user-id/5470596)

For a question like this, please post an image of your complete automation rule, images of any relevant actions / conditions / branches, an image of the audit log details showing the rule execution, and explain what is not working as expected. Those will provide context for the community to offer ideas. Thanks!

Until we see those...

For your second case, you have parentheses around the now smart value. Please try to remove those and re-test.

Kind regards,  
Bill

comments: author: Ray Balmeo Cagayon
body: [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) , updated the problem statement. Thanks for the help.


author: Bill Sheboy
body: Thanks for that information, Ray.

There are known problems having now first in a diff() expression, although there does not seem to be consistency of the symptoms (according to community posts). Additionally, there is a known problem where it diff() does not work accurately inside of an iterator / loop.

You note "Need By Date" is a variable date / time. Do you mean it is a created variable in the rule or that it is a custom field of type date / time?


author: Ray Balmeo Cagayon
body: [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) ,

That's a custom field of type date / time?

Option 4 is working for me. I just don't understand that why i can't do that in reverse.


author: Bill Sheboy
body: What type of project is this: company-managed or team-managed? You may find that information at the lower-left of the page expanding area.

And if this is team-managed, did you add this custom field yourself to the project?


Tags: cloud

jira

jira-cloud