youngmon/atlassian-qna huggingface dataset:
Request for a demo
Asked by Mohammed Alqawaeen:

We want to have a demo of the Jira service management cloud version capabilities and ad features. How can we get that?


Answers:
author: Valerie Knapp
body: HI [@Mohammed Alqawaeen](/t5/user/viewprofilepage/user-id/5550291) , welcome to the Atlassian Community and thanks for your question.

I would recommend that you identify an Atlassian Partner, who should be able to help with this. Here is the directory: <https://partnerdirectory.atlassian.com/>

You can filter to find a partner that is specialised in IT Service Management as well, but most partners should be able to give you a demo of Jira Service Management, even if they don't have the specialization.

I hope this helps you.

Cheers

comments: author: Valerie Knapp
body: as [@Alex Koxaras _Relational_](/t5/user/viewprofilepage/user-id/4150197) wrote, you can also indeed start a free trial and see for yourself


author: Alex Koxaras _Relational_
body: Hi [@Mohammed Alqawaeen](/t5/user/viewprofilepage/user-id/5550291) and welcome to the community,

Follow this [link](https://www.atlassian.com/software/jira/service-management?&aceid=&adposition=&adgroup=140178208020&campaign=17871298019&creative=672220403881&device=c&keyword=jira%20service%20management&matchtype=e&network=g&placement=&ds_kids=p72301349098&ds_e=GOOGLE&ds_eid=700000001721198&ds_e1=GOOGLE&gad_source=1&gclid=CjwKCAjwqf20BhBwEiwAt7dtdTygENKFucIiqu1vfCGwz6mNbmTjQZ82hBs5eDNDJBDn56uS8etNvhoC6mcQAvD_BwE&gclsrc=aw.ds) and you can start your own trial of JSM without entering any credit card info.

comments: author: Mohammed Alqawaeen
body: We don't want a trial version. We are looking for a demo for our team to explore the JSM cloud.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I sort issues by due date in timeline
Asked by Tuong Pham Van:

by default, the issues are displayed based on the key ASC, how can I sort issues based on the due date?


Answers:
author: Mohamed Benziane
body: Hi,

It seems that is not possible : [Solved: Timeline: No sorting available? (atlassian.com)](https://community.atlassian.com/t5/Jira-Work-Management-Questions/Timeline-No-sorting-available/qaq-p/1899439)


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
how can i assign the ticket to person that triggered the action in the slack channel.
Asked by Ido Cohen:

when we had Halp. every time we used the :ticket: emoji on slack it would auto assigne the ticket to the person who triggered the emoji. now that Halp is gone. is there a different way to do it

![:ticket:](https://a.slack-edge.com/production-standard-emoji-assets/14.0/apple-medium/1f3ab@2x.png) this is the emoji i mean


Answers:
author: Christopher Yen
body: Hi [@Ido Cohen](/t5/user/viewprofilepage/user-id/5322134) ,

There is an automation trigger of "Emoji reaction to Slack message" now. Maybe you can create a new rule for that ticket emoji to create a new issue and have the assignee set to "User who triggered the event"

comments: author: Ido Cohen
body: Hi [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) thanks for the comment. i tried that but it didn't work.

![Untitled.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/337407i58172EF3B15B4713/image-size/large?v=v2&px=999 "Untitled.jpg")


author: Christopher Yen
body: Hi Ido, in the screenshot you provided I don't believe it has a way to reference what issue to run the rule on. Is there another action being used to create the issue?


author: Ido Cohen
body: all issue that haven't been assigned yet.   
the action is using the :ticket: emoji on a slack message in a specific group


Tags: cloud

jira-service-management

jira-service-management-cloud
I would like to set up an automation to schedule and invite colleagues to a CAB meeting
Asked by Pieter Botha:


Answers:
author: Fabian Lim
body: Hi [@Pieter Botha](/t5/user/viewprofilepage/user-id/5492765)

Welcome to the community!

You will have to use an automation from a specific Jira Project. Once you decided on the project, create the following automation;

Trigger: Scheduled and determine when you want to send a notification

Action: Send email and add the corresponding recipients and content of the CAB meeting (video tutorial: <https://youtu.be/ccWTIgdnQqE?si=547dvWqKoZMef4kb>)

The other use case where this would be ideal is when a change ticket is in "Pending CAB approval" and then you trigger the invitation to the requestor of the ticket. In this scenario you would add a JQL condition on the Trigger that says tickets must be in "Pending CAB approval".

Regards,

Fabian

comments: author: Pieter Botha
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564)

I have the set up for the second use case, will check the sending of mail option.

Thank you,

Pieter


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Config Opsgenie in jira service
Asked by Nam Le Hai:

I need to config alert and on call opsgenie for jira service management


Answers:
author: shib saha
body: Hi [@Nam Le Hai](/t5/user/viewprofilepage/user-id/5501096) , First you need to integrate opsgenie with JSM if its not already done, here is the link for the integration: <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/>.

Once the integration is done, you need to enable the On Call, Alerts and services from Feature tab of Project setting, after enabling it in the feature tab it will appear on the left navigation of the service project.

To configure on call, go through this link: <https://support.atlassian.com/jira-service-management-cloud/docs/create-an-on-call-schedule/>

For alert configuration, go through this link: <https://confluence.atlassian.com/jirakb/jsm-opsgenie-create-an-alert-incident-in-opsgenie-when-an-incident-is-marked-as-major-in-jira-service-management-1251410245.html>

I hope the response will be helpful in configuring the set up. Thanks

comments: author: Nam Le Hai
body: hi. i used JSM standard plan, so have Opsgenie is part of JSM, right ???  
Can i conffig Opsgenie on JSM ?


author: Rilwan Ahmed
body: Hi [@Nam Le Hai](/t5/user/viewprofilepage/user-id/5501096) ,

If you're using Opsgenie's **Free** or **Essentials** plan or if you're using Opsgenie with Jira Service Management's **Standard** plan, you can add this integration from your team dashboard only.

Full details in same link shared by [@shib saha](/t5/user/viewprofilepage/user-id/4610701)

i.e <https://support.atlassian.com/opsgenie/docs/integrate-opsgenie-with-jira-service-management/>


author: Nam Le Hai
body: Have i to connect JSM and Opsgenie manually ?


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software

opsgenie
How to create rules to add date in front the summary?
Asked by Louis Lew:

Hi everyone, is anyone here know how to **create rules** where my user fill up the **due dat** e in the ticket and automatically add the fill up **due date** in front my ticket summary?

Example when user select the due date let say **23 July 2024** and then when they submit the ticket then it will automatically add the **due date** they filled in fron the ticket summary.


Answers:
author: Christopher Yen
body: Ideally I would suggest convincing your users to utilize the list view/queue with the due date column next to summary.

but in terms of how to create a rule to add the date in front of the summary I believe you can do it by using placing the due date and summary smart values into the summary field when the rule triggers,

* **Trigger:** When value changes for due date
* **Then:**edit issue fields
* **Summary:** {{issue.dueDate}} - {{issue.summary}}  

  <br />

comments: author: Louis Lew
body: Hi [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) it works. Thank you!


author: Sreenivasaraju P
body: Hi ,

If you append due date to the summary on each change, then all the previous due dates will concatenate in the summary.

Ex: Changed due date from 25th to 26th and to 27th, then the summary will be as follows.

2024-07-27 - 2024-07-26 - 2024-07-25 - original summary.


author: Louis Lew
body: Hi [@Sreenivasaraju P](/t5/user/viewprofilepage/user-id/853354) so far i only have one due date.


author: Christopher Yen
body: Glad it worked out! feel free to mark my original answer as accepted if you'd like ?


author: Louis Lew
body: Hi [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) how about the form field? Do you know how to append the user filled up field in the form in front the ticket summary? Thanks

comments: author: Christopher Yen
body: is it request type? or a custom field called form?   

For request type I think the smart value would be {{issue.Request Type.name}}

Custom field you'll have to find the custom field ID, you can reference this article  
<https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Possible to setup Jira login-free portal without auto-created accounts?
Asked by Team Platform Admin:

Is it possible to enable login-free portal without allowing auto-created user accounts?  
We already have email setup to auto-create accounts when our service desk project receives an email and it looks like the login-free portal is tied to this.  
We'd like the ability to allow account creation via requests raised by email while disallowing account creation via login-free portal.   
I've looked through the setup and docs and did not find a clear way to achieve this setup. Any guidance on getting this setup would be appreciate.


Answers:
author: Christopher Yen
body: Hopefully this documentation provides what you're looking for,  

"If you want a portal on your JIRA site to be login-free, **a JIRA admin needs to allow login-free portals at the global level** . Then, project admins can choose whether to use a login-free portal, or restrict the portal to people their team adds to the project. Learn more about permissions.

To start using the login-free portal, follow these steps:

1. In the global settings, a JIRA admin allows login-free portals on the site. This doesn't automatically turn it on for all the portals, it just makes it an option for projects on the site.   
   To do this, go to **\> Products \> JIRA Service Desk Configuration \> Customer permissions** .
   * For **Can customers create their own accounts?** choose **Yes** . (maybe **No**?)
   * For **Can customers access and send requests form the help center without logging in?** choose **Yes**.
2. In the project settings, a project admin allows anyone to send requests to the project.  
   To do this, go to **Project settings \>** **Customer permissions** (or**Project settings \> Channels \> Customer permissions** in next-gen projects).
   * For **Who can access the portal and send requests to %your_site_name%?** , choose **Anyone**.
3. If you want customers to be able to read your knowledge base without logging in and find articles via search engines, verify your knowledge base settings.  
   To do this, go to **Project settings****\> Knowledge base** .
   * For **Access \> Viewing** , make sure **Anyone can read articles** is selected.

"![anonymous_rule.png](https://community.atlassian.com/t5/image/serverpage/image-id/337168i83BF0AD23AA216A9/image-size/large?v=v2&px=999 "anonymous_rule.png")

(<https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud>)

Another route might be to set up an issue collector to embed in another site for your customers? I believe that will be a login free way of submitting issues as well.


Tags: jira-data-center

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server
How to automate a task to close when linked item is moved to Done?
Asked by Matheus Marques:

We have a board in Jira that centralizes the security team's vulnerabilities.

The other teams responsible for resolution have their individual boards.  

The idea here is, we want to link our security tasks into development team tasks so that when the development team's tasks complete, ours also close.  

Example: GYBERGV-13 has the item CYBERGV-14 linked on another board. When GYBERGV-14 is completed, CYBERGV-13 is also completed.  

![jira.png](/t5/image/serverpage/image-id/337141i0A75CE9CC34AC539/image-size/large?v=v2&px=999 "jira.png")


Answers:
author: Matheus Marques
body: I have implemented a global automation that solves my problem:

When item is moved to DONE in any project  
If linked items are in MY PROJECT  
Close linked items  

![jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/338262iA2A251E550A0A467/image-size/large?v=v2&px=999 "jira.png")


author: Christopher Yen
body: Hi Matheus, You would have to create an automation rule in the development team's project. I'll include a snippet of my automation where I keep two projects issue statuses synced to serve as a reference  

**Trigger**: When issue transitions

![2024-07-22 14_35_15-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/337152iAD4FE2FE2BC5AB2E/image-size/large?v=v2&px=999 "2024-07-22 14_35_15-Window.png")

Hopefully this helps, let me know if you have questions

comments: author: Matheus Marques
body: I managed to do it in a different way, instead of placing it in each project, I performed a global automation as follows:

When an item is moved to DONE  
For all associated items  
- If the associated item belongs to my project.  
- Close the associated item.

This way, I don't need to associate the automation to each project:  

![jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/338261i9FFA4902F52CB386/image-size/large?v=v2&px=999 "jira.png")


author: Christopher Yen
body: very nice!


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I hide the Default Help Center from view?
Asked by Pat Flint:

In testing my portal setup, when I click on Help Center, I see the one I am building and the default help center. How can I hide the default help center?


Answers:
author: Dan Breyen
body: Hi [@Pat Flint](/t5/user/viewprofilepage/user-id/5478318) welcome to the Community! If you go into your Portal as a System Administrator, when you click on your 'Profile \& Settings' you should see an option for 'Page Layout'. If you select that, it should take you to the 'Edit home page layout' form. There you should see a 'Portals' section. I see the sample/demo space with an eye in the upper right corner. If you hover over that it should say something about 'Hide from home page'. Clicking that will hide it and your portal users won't see it.

Hope that helps.

comments: author: Pat Flint
body: AWESOME!!! Quick and perfect answer!


Tags: cloud

jira-service-management

jira-service-management-cloud
Multiple no-one(s)
Asked by JONATHAN BOHLMANN:

In Opsgenie there is a no-one "user", does anyone know if you can add multiple no-one users?

Use case: In the same rotation we have multiple shifts (think three 8-hour shifts in a day). We user no-one on shift 1 to show that we have a gap that needs filled, then we may also have a gap on 3rd shift. In Opsgenie, it looks like a single "shift" just 2x as long, and hard to tell at a quick glance if that is one or 2 shifts.


Answers:
author: Mikael Sandberg
body: Short answer is no, you cannot add multiple no one users, unless you create a user for it, but then you also have to give a license to that user.


Tags: cloud

jira-service-management

jira-service-management-cloud

opsgenie
Comment orders
Asked by Edison Chango:

All of a sudden, I get to see the last comment on top, from the user's perspective I had this configured to display all comments from old to new, with the detail that the recent entrances were visible.

Now I to see them but only if I change comment sort or if on long commented tasks I get to scroll down further and click several times to see more recent posts.

How can I configure how it was previously setup? Dis this change on all JIRA Cloud instances? or is it on my ADMIN role that I change something?

Please help.

Ed


Answers:
author: Dan Breyen
body: Hi Edison, someone else had this same question earlier. I couldn't find an Atlassian Jira ticket specific to this issue, but something did change, as if I change my sort to 'Oldest first' I see what you guys are getting.

My only advise would be to contact [Atlassian Support](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/), as they should have more information on what caused the change, or if it was accidental or for a purpose.

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Reporter Issues for service project
Asked by Brianna Braatz:

Occasionally service tickets will come in and the reporter is listed as our support email address instead of the actual client's email address. Usually, I can find their email address within the ticket and change it, but occasionally their email address isn't listed and I have no way of responding to the client. I'm pretty sure simply responding on the ticket only notifies our support email and the client has no way of seeing our response. How do I fix this?


Answers:
author: Bhanu
body: If the tickets are raised through the email channel, check with IT if there is any email alias in front of the email that you are using for the service project and also if any kind of forwarding is happening before it reaches the email box associated with the project. On Jira customers check if there are any duplicate accounts associated for that customer.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add a custom field to virtual agent
Asked by Rodney Estrada:

I'm trying to use a custom field in a virtual agent intent. I added/saved it but it's not displaying when testing. The custom field works when manually creating a ticket in the portal.

Any insight or direction to documentation would be greatly appreciated!

![JSM_Virtual_Agent_Custom_Field.png](/t5/image/serverpage/image-id/337117iAFC71AA8A7259D3E/image-size/large?v=v2&px=999 "JSM_Virtual_Agent_Custom_Field.png")


Answers:
author: Gregory Chavez
body: Hello, [@Rodney Estrada](/t5/user/viewprofilepage/user-id/4727628)

You've set up the custom field correctly, but it's not displaying in the virtual agent intent. Here are a few things to check:

Field Mapping: Ensure that the custom field is correctly mapped in the virtual agent's configuration. Sometimes, fields need to be explicitly linked to the intents.  
Permissions: Verify that the virtual agent has the necessary permissions to access and display the custom field. This can often be a permissions issue.  
Field Visibility: Check if the custom field is set to be visible in the context of the virtual agent. Some fields might be hidden by default See here: [https://support.atlassian.com/jira-service-management-cloud/docs/train-your-virtual-agent-](https://support.atlassian.com/jira-service-management-cloud/docs/train-your-virtual-agent-to-recognize-an-intent/)[Official Website](https://www.mcdvoice.site)[-to-recognize-an-intent/](https://support.atlassian.com/jira-service-management-cloud/docs/train-your-virtual-agent-to-recognize-an-intent/).

I hope this info is helpful to you.

Best Regard,  
Gregory Chavez


Tags: cloud

custom-field

jira-service-management

jira-service-management-cloud

virtual-agent
Automation rule for Conversion - Original Estimate to Story Point - How to do it ?
Asked by Pierre VIAU:

Hello,

I'm taking care of the migration of one team from a Jira project where they were working with Original Estimate (using days), to a project where they will use Story points.

This is really to be done as a proxy: 1d = 1SP  
Then team will refine and update if needed but I would like to ease their transition.

Any tip how to access those 2 fields and run a rule (one shot) to do the transition ?

I'm only beginner in Automation rules.

Many thanks in advance


Answers:
author: Colton_Kosicek
body: Hey Pierre

have to share as a coach it is not the best practice of converting days to Points but thats not why you are here :) the automation is easy to do though

I would run the automation on change of field change for original estimate or time tracking change or on adding the story to sprint if you make the team estimate before adding to sprint

1. Field change --\> "Original estimate field" or "time tracking" --\> All transactions
2. Field validation (use this if you need to validate any issuetypes or specific use cases prior to looping your story points)
3. Field Validation --\> If block
   1. First value = {{originalestimate.value}}
   2. Second Value = 1d
4. Action for If block when true
   1. Edit issue --\> Set value of story point field to 1 point
5. Else block
   1. Repeat till completed with your values

Note unless you have strict values for original estimates you may want to do incremental values on the second value field in the descending order for your If loop. Set your highest value first and loop down to 1 story point. For example - this will help if you say 13 points should be anything over 80hours

1. 13 points \> 80 hours
2. 8 points \> 60 hours
3. 5 points \> 40 hours
4. 3 points \> 24 hours
5. 2 points \> 16 hours
6. 1 point \>= 8 hours
7. 0 or 0.5 point \< 8 hours
Elevated Permissions for Automation
Asked by Colton_Kosicek:

Hi,

is there a way to provide individual users permissions to create "multi-project" automation rules without providing the individuals with full admin ownership. We have skilled resources that know how to create amazing automation rules but cannot provide automation capabilities without going through admins to provide "mutli-project" capabilities when it comes to our new ARTs we are standing up.

It would be great to have an "automation admin" group or allow individuals to add automation rules to multi projects if they are SMs/admins of multiple projects.


Answers:
author: Curt Holley
body: Good idea, I'd vote for that.

comments: author: Charlie Gavey
body: Hi there,

Thanks so much for your feedback!

I've linked your suggestion to a related feature request, which counts as an upvote for this ticket:

<https://codebarrel.atlassian.net/browse/AUT-1261>

Thanks for letting us know.

Cheers,

Charlie
<Moved to team-managed-projects>
Asked by Omer:

\<moved to team-managed-projects\>

<https://community.atlassian.com/t5/Team-managed-projects-questions/Member-AND-administrator-Cannot-Edit-a-custom-quot-Person-quot/qaq-p/1972877#M5322>


Answers:
author: Omer
body: Was solved in linked ticket:  
<https://community.atlassian.com/t5/Team-managed-projects-questions/Member-AND-administrator-Cannot-Edit-a-custom-quot-Person-quot/qaq-p/1972877#M5322>


author: Bill Sheboy
body: Hi [@Omer](/t5/user/viewprofilepage/user-id/4816481)

As the other question to which you linked is "solved" what do you think of marking this one that way too? That will help people to see this issue has been addressed.

Thanks, and kind regards,  
Bill


Tags: bug

custom-field