youngmon/atlassian-qna huggingface dataset:
is there any way to tell if a comment has been written shared with the customer or is internal?
Asked by KALOS:

using jira service management, in datacenter version 5.12.8, is there any way to tell if a comment has been written shared with the customer or is internal? Because it seems to me that this functionality was there until not so long ago in JSM and now I cannot find it.


Answers:
author: Mayuresh Kamble
body: Hi [@KALOS](/t5/user/viewprofilepage/user-id/5479877) ,

To identify the comment whether it is internal in a ticket you should be able to see a label "**Internal**"in the top right corner of the comment and if the label isn't present then the comment is shared with customer.

![comment.png](https://community.atlassian.com/t5/image/serverpage/image-id/340692i093FE58651B36448/image-size/large?v=v2&px=999 "comment.png")

Regards,  
Mayuresh

comments: author: KALOS
body: [@Mayuresh Kamble](/t5/user/viewprofilepage/user-id/5095826) thank you for your reply, I understood and solved it.


Tags: data-center

jira-service-management

jira-service-management-data-center
Within JSM, how can I setup multiple escalation point?
Asked by Rajan Dangol:

Within JSM, how can I setup multiple escalation point? For example, customer clicks on escalate button from the portal and then it goes into respective team but then there is no progress within the ticket. So they would like to escalate again, does Jira allow this? Or is there any way that this can be achieved? Within the workflow, I have escalated status.


Answers:
author: Rilwan Ahmed
body: Hi [@Rajan Dangol](/t5/user/viewprofilepage/user-id/5527757) ,

**My workaround:**

You can achieve this by creating new statuses **Level 1 Escalation** , **Level 2 Escalation** etc. and creating the appropriate transitions from required status.

Example:  
Waiting for Support --\> **Level 1 Escalation**   
**Level 1 Escalation --\>** Respond to Customer --\> Resolved**Level 1 Escalation --\>** Resolved**Level 1 Escalation --\> Level 2 Customer** --\> Respond to Customer --\> Resolved

Detailed steps are described in <https://confluence.atlassian.com/jirakb/how-to-add-the-escalate-this-issue-link-to-a-service-management-request-872136162.html>

* You can also make use of automation rule to notify the escalation team to handle such requests when they are escalated
* You can also make use of Scheduled automation rule to auto transition from Level 1 Escalation to Level 2 escalated if the request is not updated by X days. The rule can beset to run daily

**Please note:** It is **not** possible to allow customers from escalating to Level 2 after X days from Level 1 escalation. It is because Transitions executed from the Jira Service Management Portal ignore **validators**set up.

comments: author: Rajan Dangol
body: Hi Rilwan,

Thanks for your feedback. I am little bit confused on the button that appears within the customer portal. E.g. first instance, will be escalated (which is level1), but then how will the system show that they can escalate to level 2, with same button? Or would it require different button? The issue is that if all the escalation button appear, then they would straight go to level 3, without going to level 2.

Thanks,

Rajan


author: Rilwan Ahmed
body: Buttons in customer portal are transitions in Jira workflow. Go through this article to enable the customer portal transition. You need to enable both the transitions so that customer can view them as buttons

<https://confluence.atlassian.com/servicemanagementserver/configuring-the-customer-portal-939926277.html#Configuringthecustomerportal-Addtransitions>


author: Rajan Dangol
body: So I need to create level 2 and level 3 transitions in the workflow and make them visible in customer portal? But I only need them to be visible after certain phase


author: Rajan Dangol
body: E.g. Level 1 escalation, Level 2, Level 3


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there a possibility to analyze the Jira issue using REST API?
Asked by kumar:

Hi all,

I need to know the possibilities of analysis of Jira issues/complete Jira project?

What I need to do is:

- Access the existing Jira project A

- Then get the issues one by one within the Project A

- For each issue, analyze some fields such as attachment, comments

- If the specific type of attachment(basically based on extension based check) exists, then do further analysis, else reject the issue

Now from my reading and research, I have found that there are different ways to do it.

I am considering REST API.

Now my question is:

- Can my above steps achievable using REST API?

Thanks in advance


Answers:
author: Peter Van de Voorde
body: Hi [@kumar](/t5/user/viewprofilepage/user-id/5559400)  

Welcome to the Atlassian Community.   

Short answer: Yes that should be possible using the Jira REST API.   

You can use this call to get the project: <https://developer.atlassian.com/cloud/jira/platform/rest/v2/api-group-projects/#api-rest-api-2-project-projectidorkey-get>  

This call to get the issues and their attachment links: <https://developer.atlassian.com/cloud/jira/platform/rest/v2/api-group-issues/#api-rest-api-2-issue-issueidorkey-get>  

I hope this helps.  

Cheers,  
Peter

comments: author: kumar
body: Hi [@Peter Van de Voorde](/t5/user/viewprofilepage/user-id/781487)

I have a small Python script for REST API here.

```
# This code sample uses the 'requests' library:

# http://docs.python-requests.org

import requests

from requests.auth import HTTPBasicAuth

import json

print("url")

url = "https://domain-name.atlassian.net/rest/api/2/project/search"

print(" url is done")

auth = HTTPBasicAuth("gmail_id@gmail.com", "API-TOKEN")

print("authenticated")

headers = {

  "Accept": "application/json"

}

print("headers  ")

response = requests.request(

   "GET",

   url,

   headers=headers,

   auth=auth

)

print(json.dumps(json.loads(response.text), sort_keys=True, indent=4, separators=(",", ": ")))
```

Now I need to access the project. let's say project name "JiraRESTAPICheck".  
Then Access all the issues in the project "JiraRESTAPICheck", after accessing each issue,  
- check for attachment with specific extensions(let's say, .md extension) and if the specific extension file present in the issue, do not do anything, if the file is not present, reject the issue.  
Can you help me with above things please?  
Thanks in advance


author: Peter Van de Voorde
body: Hi [@kumar](/t5/user/viewprofilepage/user-id/5559400) ,  

This is just a basic example script from the documentation.   
I would highly recommend that you try to do this on your own first before asking someone else to do the work for you.  

If you really don't know how to do this I would recommend higher a developer to do this for you and to pay them, don't expect to get your work done for you for free.  

Cheers,  
Peter


Tags: jira

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

rest-api
Custom User Picker field showing only user identifier in automations
Asked by Crede Harrison:

I have a custom user picker (single) field called Employee Name.

I have a HR form that is used to raise Employee Variations (such as role changes or secondments) and it uses this field Employee Name.

Now the form has the correct info being the employee name, however for an automation I have that send an email to the HR team mailbox, I have the {{customfield_10283}} in the Summary and Body of the email however it only returns the identifier which is not useful.

Has anyone come across this issue and/or have a fix?

Thanks


Answers:
author: Rilwan Ahmed
body: Hi [@Crede Harrison](/t5/user/viewprofilepage/user-id/5563545) ,

Welcome to the community !!

To access information related to user picker custom fields, enter the field name in between **{{** and **}}** . For example, if you have a custom field called "*Squad leader"* and you want to access the display name for that user then use **`{{Squad leader.displayName}}`**

`More details about smart values in autamion is explained in `<https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/>

comments: author: Crede Harrison
body: Thank you so much for this, it worked a treat!

HR are now super happy which means I am super happy.


Tags: cloud

jira-service-management

jira-service-management-cloud
Activate Call Routing
Asked by Andrew Rowland:

I've upgraded to JSM Premium, but can't see where to enable the Phone System.

How do I do this?


Answers:
author: JM Perrot
body: Hello [@Andrew Rowland](/t5/user/viewprofilepage/user-id/5240594)

The incoming call routing is a new feature that Atlassian is rolling out for all JSM instances. However, like with other new features, the rollout is incremental. This means that not all instances have the feature yet, and it may take a few weeks before it's available to everyone. If you don't see it in the available features on your product' settings, you likely don't have access to it yet.

You have the documentation here: <https://support.atlassian.com/jira-service-management-cloud/docs/add-a-new-call-routing/>

I hope you're after this feature, let me know if it's not the case.

Take care!

comments: author: Andrew Rowland
body: Sadly the system is unable to meet the needs and as it hasn't been rolled out in all instances I can not even test it. I will have to use a different product to meet this business requirement, thanks for trying to help though.

Cheers,

Andrew


author: Hans Polder
body: Hey [@Andrew Rowland](/t5/user/viewprofilepage/user-id/5240594) ,

To access the on-call configuration, start from any Team in your Jira environment like so:

![Screenshot 2024-08-08 073236.png](https://community.atlassian.com/t5/image/serverpage/image-id/340657iAD8D217FD53C8825/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 073236.png")

comments: author: Andrew Rowland
body: Thanks for this, but not quite what I'm after.

This is for On Call, I'm after the Customer Support incoming call configuration.


Tags: cloud

jira-service-management

jira-service-management-cloud
Filters Columns between projects
Asked by Matt McKinley:

We run a variety of projects and associated dashboards - each have different columns of relevance to the project. When switching between dashboards and drilling into the filters the columns are not representative of the project but of the previous project - can i create default views per project so that the need to add columns on the fly to get sense can be avoided?


Answers:
author: Ramin Shanehsaz
body: Hi Matt,

You can configure columns for each filter. This means that when a filter is opened, it will display the filter-specific columns rather than the user's personal configuration.

![filtercolumns.png](https://community.atlassian.com/t5/image/serverpage/image-id/340671i155360C4D05CE976/image-size/large?v=v2&px=999 "filtercolumns.png")

comments: author: Matt McKinley
body: Hi Ramin  

A big thanks - I understand the login now!

Matt


Tags: cloud

jira-service-management

jira-service-management-cloud
Synchronizing parent issues with clone and sub-tasks on RESOLVED status
Asked by Jenna:

Hi community

I need to make an automaton that forwards the workflow of the FATHER ticket onto the SON tickets.

My automaton works with all workflow except with RESOLVED

Here is my automaton, what's wrong please ? :

When : manually triggered

If : all match

* Linked issues present Types: is cloned by
* Sub-tasks present
* Status is not one of: Closed, Resolved
  * For Linked issuesTypes : is cloned by
    * Then : transition the issue to : Copy from trigger issue
  * For Sub-tasks
    * Then : transition the issue to : Copy from trigger issue

If : all match

* Linked issues present Types: is cloned by
* Sub-tasks present
* Status is one of: Resolved, Closed
  * For Linked issuesTypes : is cloned by
    * Then : Edit issue fields : Resolution = done
    * Then : transition the issue to : Copy from trigger issue
  * For Sub-tasks
    * Then : Edit issue fields : Resolution = done
    * Then : transition the issue to : Copy from trigger issue


Answers:
author: Mark Segall
body: Hi [@Jenna](/t5/user/viewprofilepage/user-id/4967932) - Typically you set resolution as part of the transition so you could probably remove the Edit Issue action and instead edit the resolution as part of the transition action. If this doesn't work, please share a screen shot of the rule/audit log as this will provide better visibility into the issue.


Tags: clone

parent

resolution

sub-task
Automation rule to set Approvers
Asked by Wong:

I would like to use automation to population the multi-users picker field, Approvers, for a JSM request. The approvers can be any team members from the selected team (Object in Asset). Here's what I've done:

1. Use lookup object to search for the team - this is validated to be working correctly
2. In the Edit Issue action, I use the below advance options to set the value: {  
   "fields": {  
   "Approvers": {{lookupObjects.Members.flatten.asJsonObjectArray("id")}}  
   }  
   }
3. The above is returning this value: Approvers: \[{ "id": "1751" },{ "id": "1421" }\]
4. I am getting the following error in the rule audit log: THD-3378 (Pick another user as the selected user doesn't exist. (customfield_13807))
5. I have verify that the two users returned, 1751 and 1421, can be manually selected in the Approvers custom field

Any thought on why I am getting the error?


Answers:
author: Patricia Francezi
body: Hi [@WB](/t5/user/viewprofilepage/user-id/3537536)

The user id on Asset, does not match with the JIRA user account ID.

You will need a field in asset to store the user as user picker - then you may get the correct id for that user.

Approvers field will accept only JIRA User ID - not the object ID. So you need to convert somehow

comments: author: Wong
body: Ah, that makes sense. Thanks!


Tags: cloud
Need to create an automation rule that will edit the Flagged: value for multiple issues.
Asked by lintek214:

Use case:

I have Story issues created across different epics and sprints. They are related in some fashion. I want to automate the proceess of editting the Flagged: field and attach the same value to all linked issues after setting Flagged: to a value. I also want this automation rule to execute in reverse.

Here is my example:

Issue #1, Epic #1, Sprint 1 (blocks Issue #2 and Issue #3)  
Issue #2, Epic #2, Sprint 2 (blocked by Issue #1, blocks Issue #3)  
Issue #3, Epic #3, Sprint 3 (blocked by Issue #1 and Issue #2)

When I edit Issue #1, Flagged: = "some value"  
I need the automation to execute and attach the same Flagged: value to Issue #2 and Issue #3.

I attempted to build this rule out, but the JQL doesn't seem to be able to find the two linked issues.


Answers:
author: Mark Segall
body: Hi [@lintek214](/t5/user/viewprofilepage/user-id/157066) - You should be able to do something like this:

* TRIGGER: Field Value Changed (Flagged)
* BRANCH: Linked Issues
  * ACTION: Edit Issue (Flagged)
    * Copy from Trigger Issue

Note - If your rule is cross-project, you'll need to update Rule Details \>\> Project Scope to either global or the specific projects. This can be done in System \>\> Global Automation.

comments: author: lintek214
body: Thanks, that me help tremendously! I have one more question. Does Jira automation support "chain modification logic" in the automation rules? Using my case above in a different way:

Issue #1, (blocks Issue #2)  
Issue #2, (blocked by Issue #1, blocks Issue #3)  
Issue #3, (blocked by Issue #1)

If I edit Flagged: for Issue #1, I want Flagged: to change for Issue #2 and "through the chain" Flagged: for Issue #3


author: Mark Segall
body: This one may be a little more tricky. You could try activating
> Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule.

Theoretically, as each issue is flagged, it would re-trigger the rule for each subsequent flag, but I haven't tried it and if it does work, you'll need to be careful about how far the daisy chain goes because you could run into some throttling issues.

EDIT - I don't think this will work. I don't think a rule can trigger itself. You'd probably want to set an extra action to add a label to all of the issues that were flagged and then have another rule that triggers on field value changed (labels). At the end of the second rule, you'd remove the labels.


author: lintek214
body: Thanks Mark for the last suggestion.


Tags: jira-cloud

jira-server
Can I add the value of Fix version field in Summary to an automatically created task?
Asked by Vladislav Gorbunov:

When creating a release version, I create a task with latest fix version.  
Can I add value of Fix version field in summary to the task being created?

Example: *summary: "Release {{fixVersions.value}}"*   
Where *fixVersions.value* - the value from the task


Answers:
author: Rich
body: There may be a more elegant method, but this is how I did it.![copy fixversion info.png](https://community.atlassian.com/t5/image/serverpage/image-id/237912i0941AB7DC068970E/image-size/large?v=v2&px=999 "copy fixversion info.png")


author: Sam Harding
body: Hi [@Vladislav Gorbunov](/t5/user/viewprofilepage/user-id/5128556)

Which trigger are you using for your rule? Are you triggering on 'Version Created', and creating the task in the rule?

If so, the smart value you can use is {{version}} to access the created version, which has a few fields you can access on it eg. {{version.name}}

Cheers  
Sam
Automation rule - create issue if issue not present
Asked by Brandon Criger:

As new Story is created in Scrum backlog.  
We want to use JQL to check to see if a story exsist and if not create one.

This is a copy of the JQL I am attempting:  
project = "BB Scrumble" AND issuetype = Story AND component = "AA Stack" AND status not in (Done,Cancelled) and ({{"Labels 1"}} = {{triggerissue."Labels 1"}})

The Labels 1 field contains our strategy IDs. We can have multiple Scrum Stories with same strategy ID, but we only want to create one new story in Scrum with component "AA Stack"


Answers:
author: Mark Segall
body: Hi [@Brandon Criger](/t5/user/viewprofilepage/user-id/5127883) and welcome to the community!

You can have a query where one smart value = another smart value. Also, is **Labels 1** a text field? If so, it should look something like this:

```
project = "BB Scrumble" AND issuetype = Story AND component = "AA Stack" AND status not in (Done,Cancelled) and "Labels 1" ~ {{triggerissue."Labels 1"}})
```

comments: author: Brandon Criger
body: Thank you for the feedback. I did find out my original JQL worked, but me the user didn't have authority to create new issues in the specific project.


Tags: cloud

jql
Copy {{pullrequest.url}} from triggerIssue to linked issue Custom Field
Asked by Shushan Kocharyan:

Hi,

I'm trying to copy {{pullrequest.url}} from triggerIssue to it's linked issue custom field and it doesn't work as of now. Can you advice how to do that?  

I've found information that this smart value can only be used with Pull request created trigger, but was unsuccessful to use with it , because linked issue can be created any time (even before PR is created) and I need PR link to be copied.   

Please advice how can I get to that and thank you!


Answers:
author: Sam Harding
body: Hi [@Shushan Kocharyan](/t5/user/viewprofilepage/user-id/5128966)

Unfortunately this isn't possible using the issue smart value like your rule is using. This is because the issue fields do not contain the full pull request information, hence why the \`pullrequest\` smart value is only available to the relevant triggers.

You can see the full data the issue fields has access to by hitting \<your_domain\>/rest/api/3/issue/\<issue_key\>, where you can see that the pull request custom field only contains meta data about the pr, and not details such as the url

Cheers  
Sam

comments: author: Shushan Kocharyan
body: thanks for answer Sam. No way to get PR url? May I do that using scriptrunner or it'll not work as well?


author: Sam Harding
body: I am personally not too familiar with Scriptrunner's capabilities, but I believe it should be doable. There is rest API endpoints to fetch the PR data from Jira which you can access with Scriptrunner

See <https://community.atlassian.com/t5/Jira-questions/JIRA-REST-API-to-get-list-of-branches-related-to-a-issue/qaq-p/800389>

Hopefully you can use that to solve your problem!

Cheers  
Sam


author: Shushan Kocharyan
body: ![sample.png](https://community.atlassian.com/t5/image/serverpage/image-id/236144iD21CC44A59467F9D/image-size/large?v=v2&px=999 "sample.png")
how to create a new issue in a new Sprint
Asked by Ramiz Ballou:

hello,

i run my sprint to address Stories and Task. I also include, in every sprint, a 1 story point task for each staff to plan and scope future tasks.

I would like to have this specific task be created \& added to the sprint via automation upon creating the sprint.

The automation created is per the attachment. However, when i create a new sprint nothing get added to the new sprint; plain blank.

The rule is published and active.

The audit report: **No Action performed**


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

There is no attachment, but if "no action was performed" is being logged, it means you need to concentrate on looking at the triggers for the actions. If it had failed for some other reason (like sprints are not valid for the project), then you would have got an error message rather than "did nothing"

comments: author: Ramiz Ballou
body: Nic, thanks for reviewing my question. Sorry for not including my comments. just replied with images included showing the config. I don't see a note that says it failed, rather, it say not action taken!


author: Nic Brough -Adaptavist-
body: So that rule is only ever going to run once, when you create a sprint called **exactly** "New Product Sprint".

My guess is that is not what you are calling your next sprint.


author: Ramiz Ballou
body: Thanks for the feedback.

i am looking to use standard numbering for the sprints (incremental number, 1, 2, 3, 4); i.e no special naming.

I would like to add the same specific jira issue for every sprint created. is it possible with out of the box automation? any guidance?


author: Nic Brough -Adaptavist-
body: The simple answer is to just not try to use the "sprint name filter". Left blank, your rule will execute for every sprint created from that board.

The field is there for the more complex cases - "Our board is running many sprints, but we only want this rule to run when the sprint name contains the word 'Aspidistra'" I suspect you simply want to run it for all of your sprints, so just leave that field empty.


author: Ramiz Ballou
body: Thank you so much Nic. The rule works Greatly appreciated and appreciate your resourcefulness.


author: Ramiz Ballou
body: so sorry for not including cnfig info. the following provide details for rule details, trigger, and action

![rule-details.png](https://community.atlassian.com/t5/image/serverpage/image-id/235721i54E882B6C2FFE3C3/image-size/large?v=v2&px=999 "rule-details.png")![Trigger.png](https://community.atlassian.com/t5/image/serverpage/image-id/235722iD243C2A3237CE846/image-size/large?v=v2&px=999 "Trigger.png")![Action.png](https://community.atlassian.com/t5/image/serverpage/image-id/235723i7A31D420D6BD0F25/image-size/large?v=v2&px=999 "Action.png")
How to set assignee based on a specific group
Asked by serge calderara:

Dear all,

I have a group field which is name AssigneGroup.  
What I am looking for is that based on the selection of the group in that field I need to set a particular assignee automatically

Ex :

If AssigneGroup="Group1" then set Assignee to "UserGp1"

If AssigneGroup="Group2" then set Assignee to "UserGp2"

If AssigneGroup="Group3" then set Assignee to "UserGp3"

is there a way to do that from automation **or** directly from WF post function ?

regards  


Answers:
author: Nic Brough -Adaptavist-
body: Automation can set a user as the assignee depending on selections in other fields, yes. Trigger it on change, use set field (assignee) as the action, and get the user to assign with a simple "if" on the smart value.


Tags: jira