youngmon/atlassian-qna huggingface dataset:
Backlog. What is this
Asked by Dima Astahov:

Hi,

I have a general question about Backlog. Is this a category of something ? So if the issue in the Backlog it can not have assignee ? And it's also not visible on Project Board ??  

If the issue the backlog can it has assigned Sprint? Or there some secret field Backlog_YN which I can check.

I work with import data/ Jira API and trying to identify clear programming criteria using Jira fields how to tell if Issue in the Backlog.

Thanks

Dima


Answers:
author: John Funk
body: Hi Dima - Sorry, but I don't even know where to begin with this. Do you not know what a Backlog is?

Backlog is for work that your team has been asked to do but has not started yet. So, no, typically an issue in the backlog would not be assigned to someone by Agile standards.

Jira Service Management shouldn't be doing Sprints, that's the Jira Software project.

The backlog will be associated with one more more statuses. Usually one is called Backlog.

comments: author: Dima Astahov
body: Thanks John for intro.

I was just guessing what is Backlog and watched already 3 youtubes, so I'm getting there. But it's hard.... In my Cloud instance I see only 2 Issues with status= Backlog, while there are much more in Backlog view. So I assume it's not a right indicator.  

Should be Issue in backlog stays Unassigned and/or without SPrint ? On any view/dashboard/filter I could not find any field that clearly Identified

Thanks again

D


author: Dima Astahov
body: Talked to Admins, they said Backlog issues can not be assigned.


author: Laurie Sciutti
body: Hello [@Dima Astahov](/t5/user/viewprofilepage/user-id/613693) \~ to provide some additional clarification: on a Scrum board in Jira Software (not JSM), backlog items are simply a list of issues that your team is going to do. It should be noted that this is not the same as a "Backlog" status. Issues shown on a Scrum backlog are those that are not currently assigned a sprint -- they are those that the team still needs to review and schedule, as needed. Ref: <https://support.atlassian.com/jira-software-cloud/docs/use-your-scrum-backlog/>


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to set Insight object if it's only one
Asked by Anna Smirnova:

Hi!

I have four Insight fields which are connected one by one. As Department - Division - Division 2 - Position. We choose option in first one and related objects of the second one are shown. But mostly we have only one available option for Division 2. And some users don't want to choose one out of one.

Is there a way to set object if it's the only one available? And to do it with SR Behaviuors on JSM portal


Answers:
author: Mark Higgins
body: Hi [@Anna Smirnova](/t5/user/viewprofilepage/user-id/5402209)

Welcome to the community.

I making assumption here, in that, what I believe you are looking for, is that , if there is only one option for that asset, then the field defaults to that asset.

In the custom field area:

![Screenshot 2024-08-05 160250.png](https://community.atlassian.com/t5/image/serverpage/image-id/339931iB7121B2D79D5A63F/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 160250.png")

The last line is a check box to display a default object when this field appears in the customer portal.

If I turn this on, then in my portal, I get a list of all Applications that have a status != Retired.

![Screenshot 2024-08-05 160642.png](https://community.atlassian.com/t5/image/serverpage/image-id/339933i01F055682344CA73/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 160642.png")

If there is only one item, then you should see that?

Let me know, if I am on the right track.

Cheers

Mark


Tags: data-center

insight

jira-service-management

jira-service-management-data-center

scriptrunner
How to Update a Queues Heading from Description of Issue
Asked by David Clark:

I have a column in Queues called IMO. I would like it to be auto-filled with data in the Summary field from the Queue. So, that I can search for the IMO field, the IMO field is just numbers. The Summary field gets auto-populated from the description.


Answers:
author: Dave Mathijs
body: Hi [@David Clark](/t5/user/viewprofilepage/user-id/5547249) welcome to the Atlassian Community!

1. You have a queue in a JSM service project with the name "IMO"
2. You have created a custom field "IMO" which is a Number field, right?
3. You only want to display issues where the "IMO" custom field has a value, right?
4. You want to display the field "IMO" as a column in the queue, right?

Somewhere I'm lost in translation, sorry. Thanks to clarify.

The Summary field in an issue is mandatory, you cannot create an issue without a Summary. How would you like to auto-populate the Summary field from the Description field value?

comments: author: David Clark
body: Thanks, Dave for the feedback.

1. Yes, I have a Heading in my Queue next to the Summary with the IMO Heading.

2. Yes IMO is a Number Field

3. I want the IMO field on the Queue page to have the IMO# from the Summary which already has the IMO#. So, both the Summary and the IMO #.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation Email to a specific user or Distribution list
Asked by JoshTheBoss zn:

Hi,

Is it possible via Automation or some way in Data Center 8.20 to send an email via automation when the ticket is in a specific status , the email needs to be sent to a specific Email DL.

Regards

Marcus


Answers:
author: John Funk
body: Hi Josh,

Yes, you should be able to do that. The best thing I can tell you is to do a simple test and check it out. When you do the Send Email action, you will need to type the full DL email address and then click on it for it to same in the To. field.

comments: author: JoshTheBoss zn
body: Hi

I did try that but it only ever shows 2 selections to choose either Involved Customers or Reporter. When I try typing an email address..it won't allow it.

Thanks


author: John Funk
body: if you type the full email address you should be able to click on it when you are finished typing it.

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/337991i301B006C14F57D7D/image-size/large?v=v2&px=999 "Screenshot.png")


author: JoshTheBoss zn
body: Hi the To only has 2 preset choices ( Customers Involved and Reporter). It won't let me confirm/ save if I type in any other email there.

![IMG_20240725_192334.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/338002i197D8F1BE0230092/image-size/large?v=v2&px=999 "IMG_20240725_192334.jpg")


author: Laurie Sciutti
body: [@JoshTheBoss zn](/t5/user/viewprofilepage/user-id/4170313) \~ what version of Automation are you using?


author: Joseph Chung Yin
body: [@JoshTheBoss zn](/t5/user/viewprofilepage/user-id/4170313) -

I agreed with what [@John Funk](/t5/user/viewprofilepage/user-id/7148) stated. The send email action should not have the issue that you mentioned.

Example - You can just enter the DL address in the To box in the action UI

![2024-07-25_09-35-43.png](https://community.atlassian.com/t5/image/serverpage/image-id/337983iAA8F3A8E9FF9A903/image-size/large?v=v2&px=999 "2024-07-25_09-35-43.png")

If you can, please post your screenshot that you are seeing on your DC env, so we can further assist.

Best, Joseph Chung Yin

comments: author: JoshTheBoss zn
body: Hi the To only has 2 preset choices ( Customers Involved and Reporter). It won't let me confirm/ save if I type in any other email there.

![IMG_20240725_192334.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/338001iDE982CC26828F420/image-size/large?v=v2&px=999 "IMG_20240725_192334.jpg")


Tags: data-center

jira-service-management

jira-service-management-data-center
Automation: Create new issue with project given as user input
Asked by Thorsten Kamann:

Hello,

I am trying to build an action to create an issue in another project. The challenge is here that the user can choose in which project the issue should create.

For this, I created an action with a manual trigger. There is a prompt with a drop-down with the name of enabled projects.

My rule looks like:

![Capture-2024-07-25-153830.png](/t5/image/serverpage/image-id/337918i7A02A9FCAFFEA18F/image-size/large?v=v2&px=999 "Capture-2024-07-25-153830.png")

But if I am executing the action, I got this error:

![Capture-2024-07-25-154001.png](/t5/image/serverpage/image-id/337920i5859A67A4D11EBBB/image-size/large?v=v2&px=999 "Capture-2024-07-25-154001.png")

I tried it with the project key instead of the project name, too, with a similar result.  
Has anyone an advice how to achieve this?  

Thanks  
Thorsten


Answers:
author: Tessa Tuteleers
body: Hey [@Thorsten Kamann](/t5/user/viewprofilepage/user-id/979719) ,

You need the project ID as smart value to create issues.  
You could make a lookup table to match the user readable name to the correct project ID, and create the issue with that.

You can find the project ID by going to the setting of the specific project, last part of the URL is the project ID.

```
yourBaseURL/secure/project/EditProject!default.jspa?pid=10703
```

Hope this helps!

comments: author: Thorsten Kamann
body: Ok, but I don't get the ID via the URL. In my instance, the URL only contains the project key but not a numeric ID:

```
https://nnn.atlassian.net/jira/servicedesk/projects/ITH/settings/details
```


author: Tessa Tuteleers
body: Hi [@Thorsten Kamann](/t5/user/viewprofilepage/user-id/979719) ,

in that case, you can use the API.

It is described [here](https://confluence.atlassian.com/jirakb/how-to-get-project-id-from-the-jira-user-interface-827341414.html). The 3rd value should be the ID

Let me know if that works for you!


author: Thorsten Kamann
body: Yes, this works fine. Thanks for the hint.


Tags: automation

cloud

jira

jira-service-management

jira-service-management-cloud
Something Transitions Parent to Resolved when Sub-Task Resolved
Asked by Mathew Lederman:

In our Service project, something is moving the parent request along it's workflow to the Resolved status when the Sub-task is moved to Resolved. We have automation in place to handle this and to follow specific rules, but the parent is being moved to Resolved before the automation kicks off causing the automation to fail.

Is there something native to JSM Cloud that automatically does this? And if so, how can I turn it off?


Answers:
author: Manoj Gangwar
body: Hi Mathew,

Check the post-function on the Sub-task workflow.

comments: author: Mathew Lederman
body: You got it!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to dividing variable into two parts
Asked by Ari Raatikainen:

Let's assume the variable `{{example}}` outputs the values 'KEY-1, KEY-2, KEY-3, KEY-4'. This variable is created to store object keys from `lookupObjects`.

Using the `split` function or other text string functions, how can we split the content of the variable `{{example}}` in half so that the first part `{{part1}}` outputs 'KEY-1, KEY-2' and the second part `{{part2}}` outputs 'KEY-3, KEY-4'?

The solution should be applicable regardless of how many keys `{{example}}` contains, whether it be any number between 1 and 100.


Answers:
author: Marc - Devoteam
body: Hi [@Ari Raatikainen](/t5/user/viewprofilepage/user-id/5489268)

As creating a variable puts out as a string, I think it should be possible to the use the variable with the split option.

{{example.split(",")}}

I currently have not time to test this myself, but I hope this might help you forward.

comments: author: Ari Raatikainen
body: Hi, see my reply to [@Alex Koxaras _Relational_](/t5/user/viewprofilepage/user-id/4150197) - I am not looking for solution to split each value. Thanks.


author: Marc - Devoteam
body: Hi [@Ari Raatikainen](/t5/user/viewprofilepage/user-id/5489268)

Then there is no solution ,as the comma is the only divider.

A Variable is a text string, so there is no option to determine the middle.


author: Alex Koxaras _Relational_
body: Hi [@Ari Raatikainen](/t5/user/viewprofilepage/user-id/5489268)

That smart function that [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) provided should work in the case you want to split each value of that array. But you say you want to split it in the middle. And when you say middle, you mean the middle of the array size? What define "middle" for you?

comments: author: Ari Raatikainen
body: Hi [@Alex Koxaras _Relational_](/t5/user/viewprofilepage/user-id/4150197)

You are correct - I don't want split each value but split values in the middle of the array.

So if array values are: KEY-1, KEY-2, KEY-3, KEY-4 the middle is then comma after KEY-2

and if there is odd number of values e.g. KEY-1, KEY-2, KEY-3, KEY-4, KEY-5 the middle is comma after KEY-3.


Tags: aql

asset-management

cloud

jira

jira-service-management

jira-service-management-cloud

smartvalue

text-format
Disable edit template in Easy Issue Exporter plugin
Asked by Muhamamd Tahir:

Its a good plugin, but while exporting details it gives option to edit template, this Edit option should not be visible to all users. Only selected users should be able to edit templates.


Answers:
author: Marc - Devoteam
body: Hi [@Muhamamd Tahir](/t5/user/viewprofilepage/user-id/5496649)

Welcome to the community.

If there is not clear option you are able to set, the best is to contact the vendors support relating your question.

You can reach their support portal [here](https://bojaprod.atlassian.net/servicedesk/customer/portal/3)

comments: author: Muhamamd Tahir
body: I did contacted the vendor via email and following feedback was received,

"*Users can from the export flow edit templates, which is a great feature, if they want to add some text or styling. However they cannot save so the template is not changed.*"

![](https://mail.google.com/mail/u/0?ui=2&ik=ce08decaf8&attid=0.1.2&permmsgid=msg-f:1805628298509742691&th=190ee15ef110f263&view=fimg&fur=ip&sz=s0-l75-ft&attbid=ANGjdJ_Sxk6SBo11kArPBTCOZV4857d4etrDydNzH1KfMqOMAIIc_fOMz3dnLtxWXy9s0cXzaRPvUh-hwfOk_VAoMa4dRvwIii-oRl23vSYCPyZ7RkT_1VNF5Qq3SR8&disp=emb)


Tags: addon-boja.jira.pdf.com

atlassian-marketplace

cloud

jira-service-management

jira-service-management-cloud
How to delink multiple issues at once?
Asked by Sandesh TM:

We need to delink multiple issues at once , how can we achieve this functionality whether it can be done through any configuration or is there any API call is there to use?


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Sandesh TM](/t5/user/viewprofilepage/user-id/5305975)

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=datacenter&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2765490).

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 your issues' *issue links* - much like you'd do in e.g. Excel or Google Sheets. It also allows bulk editing and bulk cleaning your fields, like so:

![bulk-unlink.gif](https://community.atlassian.com/t5/image/serverpage/image-id/338343i3A3641A742EA0076/image-size/large?v=v2&px=999 "bulk-unlink.gif")

You can update any number of issues in one go - so you should be done with your work in no time.

I should add that JXL can do much more than the above: From support for configurable *issue hierarchies* , to *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting* .

Any questions just let me know,

Best,

Hannes


author: Neil Fletcher
body: Hi [@Sandesh TM](/t5/user/viewprofilepage/user-id/5305975)

\*Sorry, just read that your question is for Data-Center... will leave this here for any Cloud interest\*  

An Automation rule could be run - something like this example to manually run using JQL to find issues with links.  

I'd suggest using the JQL on a single issue first to test that it does what it should  

![2024-07-25_13-42-11.png](https://community.atlassian.com/t5/image/serverpage/image-id/337899i1EA0C823A5CA1814/image-size/large?v=v2&px=999 "2024-07-25_13-42-11.png")


Tags: data-center

jira-service-management

jira-service-management-data-center
Email handler not reading subfolder after updating rest api
Asked by Dani Liebregts:

My mailhandlers are not fetching any email from my mail servers. I have a mailserver set up and within my mail handlers I use specific subfolders but if i use the test button it keeps saying. No email in subfolder. I am using the JSM core mailhandlers. It worked just fine but after moving from the MIcrosoft REST API to the new GRAPH API it stopped working.

Checked this article but nothing helped.

kind regards,

Dani

[FAQs related Jira Incoming Mail affected by Micros... - Atlassian Community](https://community.atlassian.com/t5/Jira-articles/FAQs-related-Jira-Incoming-Mail-affected-by-Microsoft-s/ba-p/2760934)


Answers:
author: Marc - Devoteam
body: Hi [@Dani Liebregts](/t5/user/viewprofilepage/user-id/5148890)

I suggest to directly contact Atlassian Support, via <https://support.atlassian.com/contact/>


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I add approvers based on the organization automatically?
Asked by Brian Hennessey:

Hi everyone,

I am currently trying to set up an automation that will automatically add a specific approver for each organization when a customer creates a ticket that needs approval. However, I tried it already, and it didn't work---no approver was added. I have 14 different organizations, and I would like all our teammates to be on the same page without needing to ask around, use a list, or any other custom fields.

Any ideas on how I can do this?

Kind regards

Brian


Answers:
author: Tansu Akdeniz
body: Hi [@Brian Hennessey](/t5/user/viewprofilepage/user-id/5546128)

Welcome to the community.

You should be able to do it via Automation. Use if/else conditions.

Sample:

![automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/337902iD7B9C8A123E04096/image-dimensions/357x299?v=v2 "automation.png")

comments: author: Brian Hennessey
body: Hi [@Tansu Akdeniz](/t5/user/viewprofilepage/user-id/472390)  
that is what I tried, but it didn't work. It did not change...


Tags: cloud

jira-service-management

jira-service-management-cloud
I need to combine information from two different columns & derive it in third column.
Asked by Aditya Raina:

While configuring a Create a service request page, I have two different columns (Location \& Country) Now whenever information is filled in both these columns, I would like that get populated in third column.

E.G Client filled

Location - Nevada

Country - America

Third column( custom Column) - Nevada_America_


Answers:
author: Anandhi Arumugam
body: Hi [@Aditya Raina](/t5/user/viewprofilepage/user-id/5552449) Something like this should work

![Automation Rule_Set Issue Fields.png](https://community.atlassian.com/t5/image/serverpage/image-id/337898i4260902EBC953327/image-size/large?v=v2&px=999 "Automation Rule_Set Issue Fields.png")

comments: author: Aditya Raina
body: ![Screenshot 2024-07-25 at 17.30.59.png](https://community.atlassian.com/t5/image/serverpage/image-id/337903i21F2D8B784F18098/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 17.30.59.png")

Hey [@Anandhi Arumugam](/t5/user/viewprofilepage/user-id/5552450) Please see I have created Channel, Language,customer journey etc, Now all the fields should get populated in Campaign Name column.

![Screenshot 2024-07-25 at 17.34.58.png](https://community.atlassian.com/t5/image/serverpage/image-id/337904i04FEB11273AB334F/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 17.34.58.png")

My automation screen doesn't have same columns as above screen where data can be collated


author: Anandhi Arumugam
body: Can you type the fieldname in the search bar to see if they appear? Any field available on the Edit Issue screen will appear here. Please check the Edit Issue screen in the Project settings.


author: Aditya Raina
body: I tried but my columns are not getting displayed. [@Anandhi Arumugam](/t5/user/viewprofilepage/user-id/5552450) That's why bit worried.


author: Anandhi Arumugam
body: [@Aditya Raina](/t5/user/viewprofilepage/user-id/5552449) Can you tell me what type of custom fields are Channel, Language,customer journey? There are certain fields not supported by Automation. You need to use JSON for those.


Tags: cloud

jira-service-management

jira-service-management-cloud
Service Desk SSO - skip email prompt
Asked by Dmitrij Bu?kovsk?:

Hi,

I have JSM with only SSO authentication for portal-only customers. Email/password is disabled in settings.

![Screenshot 2024-07-25 at 11.16.05.png](/t5/image/serverpage/image-id/337837i4E7C9CE344683E12/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 11.16.05.png")

However, there is email prompt, when I try to access Service Desk. I have to enter email and then I have button to login via SSO. Is it possible to disable email prompt (and SSO button click) and initiate SSO directly?

![Screenshot 2024-07-25 at 11.22.28.png](/t5/image/serverpage/image-id/337840iC06CDF714C9370E0/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 11.22.28.png")

Thanks,

Dmitrij


Answers:
author: Nadhila Savira
body: Hi Dmitrij,

Within JSM itself, there is not a way to disable this page for your users. However, I have found the following discussion on the community that might give you an insight for a workaround here: <https://community.atlassian.com/t5/Atlassian-Guard/SSO-still-requires-to-enter-email/qaq-p/1728775>

Furthermore, I have found a feature request that is somewhat related, but perhaps not quite fitting your inquiry that your can check out here: [JSDCLOUD-12589](https://jira.atlassian.com/browse/JSDCLOUD-12589)Skip portal login prompt for users with active Atlassian account sessions and customer permissions and no portal-only account


Tags: cloud

jira-service-management

jira-service-management-cloud

sso
Slack integration with Jira - For support tickets and projects
Asked by Steve McGill:

Hi! I am trying to integrate Jira into our Slack app and get updated from our internal tickets. I am on the Jira Cloud app and trying to figure out how to connect the Jira tickets there via a project, but I can't figure it out. Any help would be much appreciated!


Answers:
author: Dexter de Vera
body: Hi [@Steve McGill](/t5/user/viewprofilepage/user-id/5552399) ,

Welcome to the Atlassian community,

Im not haven't yet tried to integrate Jira cloud and Slack app but I think this documentation will help you how to set up the integration.

<https://support.atlassian.com/jira-software-cloud/docs/use-jira-cloud-for-slack/>

I hope it helps.

Thank you!

comments: author: Steve McGill
body: Many thanks for this!


Tags: cloud

jira-service-management

jira-service-management-cloud