youngmon/atlassian-qna huggingface dataset:
Can I connect the same Jira project to multiple Halp queues?
Asked by Donavan Trieu:

We have one JIRA Service Management project that we use to manage requests across multiple departments - these requests are split by different request types. We would like to use multiple Halp queues and triage channels to manage these requests, so that each team can have their own triage channel.

I know that Halp already has the functionality to only associated specific request types with a queue, but can we do that with the same project across multiple queues?


Answers:
author: Nadim Mouawad
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) is there an update on this issue ? We are also looking to do this for our teams. Is there maybe a workaround ?

comments: author: Mikael Sandberg
body: Halp is set to be discontinued on June 4, 2024 and will instead be integrated in JSM and the new virtual agent. You can see the announcement here, [The evolution of Halp into Jira Service Management Cloud](https://community.atlassian.com/t5/Halp-articles/The-evolution-of-Halp-into-Jira-Service-Management-Cloud/ba-p/2293388)


author: Nadim Mouawad
body: Thank you for the update. We are using JSM and the virtual agent but we still can't have many triage channels. We would like to have many in order to divide requests between our teams and therefore establish clarity. Will this be possible after 4th of June ?


author: Mikael Sandberg
body: Based on the announcement my guess is that triage channels will go away and you are only linking your JSM project to a request channel. Will you be able to have multiple request channels? I would think so, but do not have a definite answer...


author: Mikael Sandberg
body: Hi [@Donavan Trieu](/t5/user/viewprofilepage/user-id/4987933),

Welcome to Atlassian Community!

Yes, you can have multiple request channels connected to a single JSM project, all you have to do is invite Halp to your request channel and then connect it to the right queue in Halp.

comments: author: Donavan Trieu
body: Hi Mikael,

Thanks for the quick response. I'm actually wondering about multiple Halp queues connected to the same JSM project. This would allow us to have separate triage channels by JSM request type. Thanks!


author: Mikael Sandberg
body: No, you cannot connect multiple Halp queues to a single project, there is a one-to-one relationship between the triage channel and the project. You can find more information about it [here](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-chat/).
Unable to connect to a Jira project
Asked by raj:

I've followed the KB article to allow Halp to see/connect to projects in Jira Service Mgmt. However, Halp still can't see any of my projects. Steps taken so far:

- Followed [this KB article](https://plz.halp.com/article/qt7ecpdse3-error-unable-to-fetch-jira-request-types)

- Removed/re-added the Jira integration from Global settings in Halp

Not sure where to go next. Any help would be much appreciated.


Answers:
author: Dam
body: Hi [@raj](/t5/user/viewprofilepage/user-id/3074406)

It looks like Halp can't see your projects, it's a matter of permissions I think. Check again your permissions cause maybe the app user you authorize in the permissions is not the proper one.

I hope this helps.

Cheers,  
Dam.

comments: author: raj
body: Thanks [@Dam](/t5/user/viewprofilepage/user-id/722152)

It turns out I had to add the Halp app from within JSM - as soon as I did this everything started working.
Halp update the assignee in Jira to unassigned
Asked by shzheng:

We are setting up the Slack and Jira integration via Halp and we had the Integration and Recipe setup correctly and we were able to create tickets from slack channel successfully. However, we run into a weird experience that Halp tried to update the assignee of the Jira ticket to nobody. We suspected the issue was because when Halp tries to sync the assignee from the Jira ticket to Halp ticket in the queue, the existing assignee is not one of the agents so Halp failed to assign the Halp ticket to him. To keep the Jira ticket and Halp ticket in sync, Halp chose to update the assignee in the Jira ticket to nobody. We think this is really a bad design and this literally prevents clients from assigning the Jira tickets to someone that's not Halp agent and Halp is charging us based on the number of agents, but we don't want to waste our money just for this and this additional charge does not really make sense. I wonder if there is any workaround for this issue? Will the [new integration](https://community.atlassian.com/t5/Halp-articles/Introducing-a-new-amp-improved-Jira-integration-experience/ba-p/1947829) with the one-way sync approach help?


Answers:
author: Andrew Homeyer
body: The JSM Chat integration to Slack and Teams has been improved recently to map Slack and JSM agents and help seekers via email address. As long as your slack users have the same email address as their identities in JSM, we'll handle assignment the way you expect.

However, we now require that members of the triage channel in Slack be JSM agents so that we can improve the experience to make this consistent.


Tags: jira

jira-software

slack
Get the slack channel name in a field of the ticket
Asked by Sarang Ardhapurkar:

We leverage the same Queue to allow integration with several slack channels. Because of this, we would like to know which slack channel the ticket was created from.

Is it possible to get this information passed as a value to a text field in Jira? If not directly, is there something else that can be done to achieve this?


Answers:
author: Tori Stitt
body: Hey [@Sarang Ardhapurkar](/t5/user/viewprofilepage/user-id/3525989) ,

You can connect a [pre-calculated Jira field with Halp](https://plz.halp.com/article/2f4ix4h0qp-connect-to-multiple-jira-projects#syncing_computed_fields_to_jira). For them to sync, you need to create a custom text field with *requesterChannelLink* and add them to your "create screen" in Jira.

Hope this helps!

comments: author: Sarang Ardhapurkar
body: Hi Tori,   

Thanks for sharing the information. That certainly helps.


Tags: jira-cloud

slack
Your Halp installation hasn't been completed.
Asked by Ricardo Sard?:

Hi guys,

I'm trying to activate a Halp trial. It adds Atlassian Assist into Slack but, when it asks me to connect using slack, it retuns me: Your Halp installation hasn't been completed.  

Any cluies on this problem?


Answers:
author: Renata Dornelas
body: Hi there!

Typically when you run into this error it means that someone on the site installed Assist but hasn't completed setting up the integration. You will need to get in contact with the person who installed the app to complete the installation.

If that's not possible, you will need to contact Atlassian support so we can wipe the installation on your site and you can start over.

Cheers,

*Renata Dornelas (Atlassian Cloud Support)*


author: Steffen Giebeler
body: Same issue for me. The App appears in Slack, but I am unable to create a triage channel, since I cannot log into Halp/Atlassian Assist
Is Halp License on Teams different from Slack?
Asked by Justine:

We recently purchased a Halp License for Teams and upon checking our Halp Slack, it did not carry over. Is the Halp License for Teams and Slack different from each other? Meaning the two requires two different license?


Answers:
author: Tori Stitt
body: Hey [@Justine](/t5/user/viewprofilepage/user-id/4965937)sounds like you moved from Slack to MS Teams?If that's the case, then you are correct they are going to have two different licenses. Unfortunately, Slack and MS Teams are not connected or set up in the same way making it tougher to carry one license information over to other another system.


Tags: ms-teams

slack
Statuses from Jira integration are not available in Halp / Assist triggers ?
Asked by d_kirsching:

Hi community,

Are you experiencing the same behavior in Atlassian's feature chat on Jira Service Management?

When you want to edit a Recipe and use status transitions, those from Jira workflows are not available?

Did I miss a setting or is it a missing feature? ( not available )

Thanks for your help

![Screenshot 2022-06-08 at 09.11.46.png](https://community.atlassian.com/t5/image/serverpage/image-id/201014i85E8844174040E91/image-size/large?v=v2&px=999 "Screenshot 2022-06-08 at 09.11.46.png")


Answers:
author: Tori Stitt
body: Hey [@d_kirsching](/t5/user/viewprofilepage/user-id/3718766) -- Jira statuses are read-only in Halp. I'd recommend using a Jira automation to trigger a status change ?

comments: author: d_kirsching
body: Hi [@Tori Stitt](/t5/user/viewprofilepage/user-id/3940485)

Thanks for explanation and clarification !


Tags: assist

slack
Unable to find an existing custom field in Jira Admin Custom Fields section
Asked by Koushik Kadambala:

A Custom field shows up in Jira project, configuration and its screens however I'm unable to find it in Jira Admin custom fields menu and also in automation. Here are some snips.   
(I want to let you know that we have migrated to Jira Cloud from a Server version.)  
How do I solve this please ?  
![error1.png](https://community.atlassian.com/t5/image/serverpage/image-id/342543i622A2DE3CDF49C3E/image-size/large?v=v2&px=999 "error1.png")![error2.png](https://community.atlassian.com/t5/image/serverpage/image-id/342544i611AFE4F61D5907D/image-size/large?v=v2&px=999 "error2.png")![error3.png](https://community.atlassian.com/t5/image/serverpage/image-id/342546iF9FCEBA6152548AE/image-size/large?v=v2&px=999 "error3.png")![error4.png](https://community.atlassian.com/t5/image/serverpage/image-id/342547iA8211BFDABB56E97/image-size/large?v=v2&px=999 "error4.png")


Answers:
author: Gary Spross
body: The "Affects versions" \& "Fix versions" are system fields. The values provided within these fields are based on the "Releases" (aka "versions") within the project they are associated with.

Note: Archived releases will not show in either field.

[https://www.atlassian.com/agile/tutorials/versions#:\~:text=Affects%20version%20is%20the%20version,feature%20or%20bugfix%20to%20customers.](https://www.atlassian.com/agile/tutorials/versions#:~:text=Affects%20version%20is%20the%20version,feature%20or%20bugfix%20to%20customers.)


author: lila
body: As Gary mentioned, it is a system field not a custom one. You can find it under Field configuration \> Default Field Configuration \> Affects versions
Is it possible to use Work Log in JIRA Discovery
Asked by Thomas Radford:

Hello,

In JIRA Work Management, I use Time Tracking to add work logs to issues to track time spent against each issue.

Is it possible to configure the same in a JIRA Discovery project? I've had a look through the role permissions, and the project settings, but there is no 'Log Work' button, and no 'Time Tracking' field, and I can find no project level 'Enable Time Tracking' toggle. So, I conclude that this might be a Work Management feature, and something that's not available in Discovery. Can anyone confirm?

Best Regards,

Tom.


Answers:
author: Samuel Gatica
body: Hi [@Thomas Radford](/t5/user/viewprofilepage/user-id/3300677)

Jira Product Discovery is designed primarily for product managers and teams to capture and prioritize ideas. As of the current features, Jira Product Discovery does not natively support time tracking or work log functionality like Jira Software or Jira Service Management.

As a workaround, you can create custom fields to manually track time or effort, although this won't provide the full functionality of work logs.

Best regards

Sam

comments: author: Thomas Radford
body: Sam,

Excellent, thank you. I will stop looking for the non-existent feature.

Best Regards,

Tom.


Tags: cloud

jira

jira-cloud
Is there a solution that will add the Idea's data of Jira Prod Discov into the goal of Atlas Goal?
Asked by Anastasiia Basaraba:

Hello,

We are working on automating our planning processes. We use Jira to track work time, task status; create ideas and distribute them for the quarter in Jira Product Discovery; and plan to move quarterly OKRs and KR planning to Atlas Goals. We have a problem with the fact that you can pull data (namely fields) from Atlas Goals in Jira Product Discovery, but not vice versa.

**Is there a solution that will add these idea's data into the goal?**

In particular, epics (delivery) must be automatically added from Idea of Jira Product Discovery to Goal of Atlas Goals.


Answers:
author: Hermance NDounga
body: Hi Anastasiia,

For the moment there is no information flowing on the other way around but we just released this integration so we will surel improve it in the next quarters. \`Cheers

Cheers,

Hermance


Tags: atlas

epi

jira-product-discovery
How to give a supplier access to one JPD project to create and edit tickets but not access to Jira
Asked by Rob Russell:

I've been trying to set up a collaborative JPD project with a supplier. The aim is to give visibility into what we are working on and to allow them to add the work they are doing. This would then give a combined view. The issue is that when I make the user a User (creator) and limit their access to JPD they can click on a linked Jira ticket from JPD and it takes them to Jira where they can also look at other tickets that don't relate to their work. Has anyone managed to solve this or is it a bug?   

I tried a contributor role, which does limit the access to Jira but also to editing JPD which defeats the purpose.


Answers:
author: Hermance NDounga
body: Hi Rob,

You'd need to publish a view and share only this view to your stakeholder. Please check : [the different type of users](https://community.atlassian.com/t5/Jira-Product-Discovery-articles/The-different-types-of-users-Creators-Contributors-and/ba-p/2378354) and [publish views](https://support.atlassian.com/jira-product-discovery/docs/share-project-views/)

Wehn you'll share these views, users cannot collaborate on it yet. We suggest to integrate with

Jira Service Management in order to benefit from a full customer portal with queues and where you can triage upccoming requests.

Cheers

Hermance

comments: author: Rob Russell
body: Hi Hermance. We would buy the partner a license so that they can contribute to JPD. we just don't want to give them permission to access Jira. In the user Admin they only have access to JPD yet they can click on a linked Jira ticket and gain access to the tickets that way. I would expect them to just have a Jira view similar to a JPD contributor without the link to Jira.


author: Jens Schumacher - Released_so
body: Hey Rob,   

If they have an account on your instance, you should check the permission schemes or access controls of the Jira projects and ensure none of the groups they are a member of has access to those projects.   

That should lock down access.   

<br />
Scheduled automation to update the custom fields on the selected issues
Asked by Kavitha:

Hi Everyone,

I need some suggestion to solve my usecase.

++**Requirement**++:

Get the total test execution time on every month

**++In my JPD initiative - I have the following custom fields:++**

a. Functional Test Execution Time

b. Operational Test Execution Time

c. Test project ID

++**Actions**++:

1. I need to run an action on a monthly bases - Say every first Monday 2PM on a list of selected issues - For ex. Select all the issues if "Test Project ID" is not empty

2. Loop thru each issue from the above list (In this loop, I have to update the total time for Functional and Operational Test execution)

2.1 - For each issue, call an external API to get all the test cases associated with this issue key

2.2. The test cases may be of any category (Functional, Operational etc) and there is a field for the time spent

2.3 Get the total spent based on each category and update the total back on the initiative

**++My approach:++**

1. Schedule an automation rule to run on first Monday 2PM - JQL used to select all the initiatives with "Test Project ID"

2. Reset the existing total count

3. Loop thru each issue

4. For each issue, call the external api to get the test cases with the execution time

5. Get the total execution based on the category

6. Update the issue back with the total

As this approach required nested loops (Loop thru each issue and for each issue get the test execution time), I am not sure how to use the Advanced branching and Loopup issues ( I am not familiar with **{{lookupIssues}} or**getting any aggregation like that)

Any help will be highly appreciated!

Kavitha


Answers:
author: Tanguy Crusson
body: Hi Kavitha, I think you should try the community group for Automation, here: <https://community.atlassian.com/t5/Atlassian-Automation/ct-p/automation>

comments: author: Kavitha
body: Hi Tanguy Crusson {#toc-hId--349554543}
---------------------------------------

Thanks for your suggestion, unfortunately, I am not able to get anything to resolve my request.

Thanks,

Kavitha


Tags: jira-cloud
Update custom fields based on information extracted from Insights
Asked by Patrick Walker:

We have been using JPD to gather and quantify the asks we get on the CX side of our business prior to having prioritization planning with our R\&D teams. Because the insights come from so many channels (ex. Gainsight managed customers, Community posts, Zendesk managed customers, NPS campaigns, etc.) we have been looking to quantify the number of asks from each channel.

As we have a growing list of insights from various channels attached to each request, I am looking to add custom fields on each request for specific channels. I was trying to explore if there was a way in the automation to extract information from Insights to update custom fields and was wondering if there was any guidance here.

For example:  
If someone adds an Insight from our Community (which would always come from our Community URL) is there a way for automation to update a custom field named "Count of community requests" on the ticket? The idea here would be able to build reports/lists based on the top requested Ideas, per feedback channel.


Answers:
author: Tanguy Crusson
body: Hi [@Patrick Walker](/t5/user/viewprofilepage/user-id/5484443) - not automatically, but if you're happy with adding a manual label to insights as you add them, then you can create fields to count insights for each label (Community, Zendesk, NPS, etc.)

Like this demo from the [FAQ](https://community.atlassian.com/t5/Jira-Product-Discovery-articles/Frequently-asked-questions-about-the-product-how-do-I/ba-p/2002378):

***Can we have insights that impact a prioritization score differently (e.g. positively or negatively) ?***

*Yes, [and here is a demo.](https://www.loom.com/share/579404e559f24077b7eb8e713860d400)*

comments: author: Patrick Walker
body: [@Tanguy Crusson](/t5/user/viewprofilepage/user-id/502312)thank you! I was checking out the label and that might be my next move, though we have thousands of ideas with hundreds of insights already attached to each so was just trying to explore any form of automation to get in a good state. Ideally, we keep the customer facing teams focusing on customers vs internal requests and manual labels as much as possible.  

I'll keep exploring to see if we extract to BigQuery if we can build external reporting. Thank you for the quick response, this was helpful just to confirm!
Auto Refresh Product Discovery
Asked by Brandon Moberg:

Hello!  

Are there any plans to enable auto-refresh in Jira Product Discovery? Not auto-save but auto-refresh.

For example, when someone adds a new field answer option, others have to refresh their Jira Product Discovery instance to capture that update, which is confusing, especially when people have Product Discovery open all the time. Would be good to add more auto-refresh trigger logic if possible.


Answers:
author: Tanguy Crusson
body: Hi Brandon, we'll eventually get to it. What we call "real-time updates" works when you work on ideas, comments, votes and other things (i.e. when you work on ideas) but not for project configuration yet.

comments: author: Tanguy Crusson
body: Actually it does work for some project config (e.g. view configuration) - but not for fields yet


author: Brandon Moberg
body: Thank you, [@Tanguy Crusson](/t5/user/viewprofilepage/user-id/502312) excited to hear that real-time updates are coming in the future!
Any way to disable quick +Create buttons?
Asked by Shawn Giese:

We have set up templates for new ideas but they are completely bypassed when using the + buttons to quickly enter an idea. Can we disable those buttons?


Answers:
author: Tanguy Crusson
body: Hi Shawn, no you can't disable these experiences for everyone, only for contributors, like [@duncan_crowell](/t5/user/viewprofilepage/user-id/5409190) shared. thanks for the feedback.

comments: author: Shawn Giese
body: Argh, okay. Those templates do not seem very useful if they are only displayed over a low percentage of ways to enter new ideas.

Still not sure what we would have to do to enable contributors to create new ideas but to not be able to use the +create buttons that bypass templates. From the list of permissions it looks like they can either create ideas or not create ideas.


author: Tanguy Crusson
body: That part should not be a problem - contributors only get the blue button Create experience (not the inline version). You can see it here:

![Screenshot 2024-08-19 at 11.34.24.png](https://community.atlassian.com/t5/image/serverpage/image-id/342425iBA2A455C9398A7C3/image-size/large?v=v2&px=999 "Screenshot 2024-08-19 at 11.34.24.png")

Which, for me, gives this:

![Screenshot 2024-08-19 at 11.36.03.png](https://community.atlassian.com/t5/image/serverpage/image-id/342426iDDD4F4A61BE41B3E/image-size/large?v=v2&px=999 "Screenshot 2024-08-19 at 11.36.03.png")


author: duncan_crowell
body: I believe only Creators can create ideas from the quick add in views. If you want people to submit ideas through the Create button and use the template you could look at creating a new user role where the option to Create Ideas is unticked however currently this is tied to editing ideas also. JPD team would need to split these permissions. ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/342064iC46D70C8CE1FB3FE/image-size/large?v=v2&px=999 "image.png")

May be a good way for now to encourage a culture change though :) in order to edit ideas you need to create them in the correct way.