youngmon/atlassian-qna huggingface dataset:
Issue Field Not Updating with Automation
Asked by Brady Buttrey:

I currently have urgency and Impact determining how priority of tickets is set. These can be determined by customer input on a ticket. I am trying to make it so another field (call it X) is able to change priority to critical if it was set to anything lower but the other field is set to "Yes". It works in every senario other than when the customer sets it as something else before hand.

for example:

1. Customer Creates ticket with X set as "Yes"

2. customer also set urgency and Impact as a something that would classify as lower than critical.

3. the ticket will come in and the automation (shown below) does not update priority to be critical. However, it will if the customer does not set Priority through urgency and impact.

How can I make it so that even if the customer sets the urgency and impact, it will change to critical if X is set to "Yes".

Here is my current Automation.

![issue.png](/t5/image/serverpage/image-id/340554i6FA2C8ED4666428E/image-size/large?v=v2&px=999 "issue.png")

create -\> X='yes' -\> tier = tier 3 -\> status = escalated -\> priority = critical.

Again, this works unless customer sets urgency and impact themselves. It will not "reclass" the priority depending on X="yes".


Answers:
author: Kris Dewachter
body: Hi [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170) ,

Do you also have an automation rule that sets the priority based on urgency/impact? If so, what is the trigger ? There might be a conflict with this automation rule.

Also, you could also try changing the trigger of this automation rule to "Field value Changed" on the X-field.

Best regards,

Kris

comments: author: Brady Buttrey
body: Hi [@Kris Dewachter](/t5/user/viewprofilepage/user-id/4588367)

Yes I do have a rule for priority that is set based on urgency and impact. Is runs when the issue is created. I assume that is probably a conflict, however both of them need to run when the issue is created because a customer may set the urgency and impact (which will run the priority automation), but they may also set X to "yes", which will need to change to critical regardless of the users urgency and impact selection.

I tried using "Field value Changed", but that did not change the priority if it was set by the user upon ticket creation.


author: Kris Dewachter
body: Hi [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170) ,

Having 2 automation rules trying to update the same field, and having the same trigger is a bit of a problem. You will not know which one will run first.

In your case, I would try to merge the 2 automation rules into 1 single rule so there is no conflict.

Best regards,

Kris


Tags: automation

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Requests and Approvals iso organisations on customer page
Asked by Aldona Akkermans:

We were informed by a customer that iso seeing the organisations they are part of they see 'Requests' and 'Approvals'. Is that a new feature and can this setting be set back? Thank you for advising.


Answers:
author: Lisa Forstberg
body: Hi, this seems to be a duplicate of <https://community.atlassian.com/t5/Jira-Service-Management/Requests-and-Approvals-iso-organisations-on-customer-page/qaq-p/2778270>


Tags: cloud

jira-service-management

jira-service-management-cloud
Where can I find the link that I can share with my employees for signup on the portal as a customer?
Asked by Hassan Tanvir:

I am trying to find a link that I can share with all the employees of the company for service desk portal. Since the customer access is internal I want to share the signup link with all the existing employees to signup for the portal.

<br />

Or should I just share the portal link with them?


Answers:
author: Laurie Sciutti
body: Hi [@Hassan Tanvir](/t5/user/viewprofilepage/user-id/5563054) and welcome to the Community! I would also just share the link to the portal. Also, have a look here: https://*yoursite*/jira/settings/products/servicedesk/customer-access


author: Kris Dewachter
body: Hi [@Hassan Tanvir](/t5/user/viewprofilepage/user-id/5563054) ,

welcome to the Community.

I would just share the link to the portal. It will automatically redirect to the login / registration page.

Best regards,

Kris


Tags: cloud

jira-service-management

jira-service-management-cloud
Add link text in assets attributes?
Asked by Majken Longlade:

We're syncing info from another system into Assets. One of the attributes is a URL to that object's page in the source system. We're then using an Assets field on Jira issues to link the object and display some info. I'd like to include the link to the source system here, but the URLs are long.

Does anyone know if there's a way to add text to the link so instead of **http:// sourcesystem .com / lotsofextratexttomakethepathlong** it shows **Go to Source System** (as a clickable link) ?

I took a quick try at using a text area instead because it said it uses formatting, but the formatting is too limited, doesn't do URLs.


Answers:
author: Lisa Forstberg
body: Hi [@Majken Longlade](/t5/user/viewprofilepage/user-id/4840469)

AFAIK unfortunately this is not available yet.

Vote for this perhaps: <https://jira.atlassian.com/browse/JSDCLOUD-9869>

br

Lisa

comments: author: Majken Longlade
body: Thanks Lisa, commented, voted and watching!


Tags: cloud

jira-service-management

jira-service-management-cloud
Slack?DM???????????
Asked by shin_yokosuka:

Jira service management?Slack??????????DM??????????????????

??????????????????  
<https://support.atlassian.com/ja/jira-service-management-cloud/docs/create-issues-in-slack/>

???????????????????????????????

?No projects are available outside of request channels.?

????????????????????????  
??????????????????


Answers:
author: M.Shimizu
body: ?????????\[????????\] \> \[????\] \> \[??\]?????????????? ????????????????????????????????????????????????????

![%E3%82%B9%E3%82%AF%E3%83%AA%E3%83%BC%E3%83%B3%E3%82%B7%E3%83%A7%E3%83%83%E3%83%88\_2024-08-13\_15.58.26.png](https://trello.com/1/cards/66b37c0a28c30c4a875b5633/attachments/66bb051a563e19c9f40aac53/download/%E3%82%B9%E3%82%AF%E3%83%AA%E3%83%BC%E3%83%B3%E3%82%B7%E3%83%A7%E3%83%83%E3%83%88_2024-08-13_15.58.26.png)

???????????????????????????????????????????????DM?????????????  
?????????????????????????????????

?? ? [Slack ???????????? \| Jira Service Management Cloud \| ?????? ????](https://support.atlassian.com/ja/jira-service-management-cloud/docs/manage-chat-settings/#Restrict-requests-to-request-channels)


Tags: cloud

jira-service-management

jira-service-management-cloud
Problems when accessing Jira from a non-base url
Asked by Va man:

Hi everyone,

I have a on-premise Jira on v9.1.1 with JIRA Service Management Application v5.1.1

My Jira got a defined base url which is <https://myjira.com>

For some usages, we need to access this jria from another url, which is <https://otherurl.com>

Now, for accessing the portal it works properly. my user A can log in, and access his tickets.

Now, when this user A tries to access the "real Jira/Backoffice" (dunno how to call that properly) he can log on without problem too, and see his tickets.

However, my user A can access dashboards when shared with him, but gadgets names are bugged and some gadgets don't even work and/or filters are buggued

I attached a screen to show you that.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/340517i3F8A57414EA518E6/image-size/large?v=v2&px=999 "image.png")

If this user A connects from the base url <https://myjira.com>, problem dissapears. In both cases, he uses the same account, with same rights, filters and dashboards are properly shared with him.

I added the [https://otherurl.com/\*](https://otherurl.com/*) wildcard to the allowlist, but it changed nothing

I seen some 404 not found in the console when requesting from the otherurl.com, on a <https://otherurl.com/plugins/servlet/gadgets/error/spec-not-found>

When I try to add a gadget, from <https://myjira.com> I got 24 gadgets and no problem. From otherurl.com I only got 21 (and not the filter result gadget, which is the one in Gadget error on the upper picture

Any clue ?


Answers:
author: Marc - Devoteam
body: Hi [@Va man](/t5/user/viewprofilepage/user-id/5238752)

I haven't configured Jira on-prem for a long time.

But look at this KB article; [fix-gadget-titles-showing-as-__msg_gadget-in-jira-server](https://confluence.atlassian.com/jirakb/fix-gadget-titles-showing-as-__msg_gadget-in-jira-server-813697086.html)

I hope this will help you out.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
My automation doesn't work...
Asked by ? ??:

![20230110_094924.png](https://community.atlassian.com/t5/image/serverpage/image-id/233590iBC525B387B0F44F3/image-size/large?v=v2&px=999 "20230110_094924.png")

I made automation like above capture. And it doesn't work at all....

What would be the problem. How can I fix it.. T.T


Answers:
author: Curt Holley
body: Hi [@? ??](/t5/user/viewprofilepage/user-id/5117083)   
Welcome to the community!  

Hard to tell what it is you are trying to achieve with this rule, but here are a couple of thoughts.

1. you should have the condition before the action. **Trigger\>condition(s)\>action**otherwise the condition will achieve nothing, as the action will have already have been applied and the condition has nothing to them action upon.

2. What does the audit log say, regarding executions of the rule to date? As this is the best place to start when troubleshooting why a rule isn't working as expected

By the looks of it you are wanting a rule that: *when the "action" and "item" label is added to an issue (any issue) it will be cloned to the "23 action items Tracking" project.*Is that correct?


author: Fernando Eug?nio da Silva
body: [@? ??](/t5/user/viewprofilepage/user-id/5117083) ,

Could you please share what exactly you want to do with this automation rule? Because the way that you done, it seems like the condition should be before the action.

Please, tell us more about the ideia behind this automation rule and we can help you to fix this.

Regards,

Fernando
Automating Content Generation in Confluence
Asked by Ken Young:

Now that Automation (in Confluence) is rolling out, I have a question on how to automate creating content within a page. The current components seem to limit you to creating the page shell, but not actually creating content. The the thought that you would still us the rest api to accomplish this, or are there other methods that I am missing. Thx in advance.


Answers:
author: Darryl Lee
body: Hey Ken -

Yes I too was disappointed that Automation only allows you to create an empty page. That doesn't seem particularly useful.

As you've found, it looks like the only way to actually create a page with **content**is to use the API. Here's a few articles on this:

From [@Elelta D](/t5/user/viewprofilepage/user-id/4767776)

* [Make a table on a Confluence page via the Rest API for use with Jira Insights automation](https://community.atlassian.com/t5/Confluence-articles/Make-a-table-on-a-Confluence-page-via-the-Rest-API-for-use-with/ba-p/2215374)

And from [@Esther Strom](/t5/user/viewprofilepage/user-id/2991092)

* [Automating the creation of a Confluence page linked to a Jira ticket](https://community.atlassian.com/t5/Jira-articles/Automating-the-creation-of-a-Confluence-page-linked-to-a-Jira/ba-p/1760738)

Both of those are creating pages from Automation for Jira/JSM, but I believe Web Requests is available in Automation for Confluence as well, and should work the same way.

comments: author: Ken Young
body: Thank you for the resources Darryl.

This seems like an opportunity for improvement in automation! It really limits the usefulness of this feature to basically notifications about content.

Hopefully there is feature request/improvement request in place that doesn't take an extended period of time to address (since you can edit ticket content or generate email content in Jira automation.


author: Sheerine Baucum
body: Hello! Thank you for your feedback [@Ken Young](/t5/user/viewprofilepage/user-id/4596309) [@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322) - this is something our on radar and as we receive more feedback around this we will begin prioritizing the work. You can use the Rest API as mentioned above and create templates that match the layout you need for these pages in the meantime.


author: Ken Young
body: Thank you for the response [@Sheerine Baucum](/t5/user/viewprofilepage/user-id/4751651) . Looking forward to the options that are presented. Please let us know if there is a channel to provide feedback.


author: Tom_Carrott_Adaptavist
body: Hey [@Ken Young](/t5/user/viewprofilepage/user-id/4596309)

Interesting article, thanks for sharing!

I'm in the process of exploring this problem space within the Atlassian ecosystem and would love to discuss this further with you - i'm looking to setup some informal discussions in the coming weeks and wondered if you'd be interested in getting involved?

Many thanks,

Tom
Where I can find other users' automation List?
Asked by ? ??:

Where I can find other users' automation List?


Answers:
author: Sam Nadarajan
body: Hello [@? ??](/t5/user/viewprofilepage/user-id/5117083) and welcome to the Community!

You can view other users' automation rules by going to Global Automation (need at least Jira administrator access).

Hope this helps!
Unable to find field "Latest Status" & Creator when using getIssueList
Asked by Crystal Tjaden:

We are running the following CLI (version 10.5) in a batch file. We are trying to pull the fields "Latest Status" (part of Agile/Xray) and Creator (the person who created the ticket - not the Reporter). The cli runs but does not pull back the Latest Status and Creator columns. Are these columns not available?  

"Z:\\ACLI\\acli.bat" prod -a getIssueList --jql "project in (TSUT,WSPT) and created \>= startOfMonth(-2)" --file "z:\\ACLI\\getSummaryDCE.csv" --outputFormat 999 --columns (,'Key','Id','Issue','Summary','Type',"Parent id",Created,Updated,Status,Project,Assignee,"Original Estimate","Resolution Date","Epic Link",'Components',"Test Plan Status","Tests associated with a Test Plan",Priority,"Time to test issue in client test","Test Approval Status","Test Count","Test Cycle","Test Database","Test Environments","Test Execution Defects","Test Execution Status","Test Plan","Test Plan Root Folders Custom Field","Test Repository Path","Test Set Status","Test Sets association with a Test","Test Type","TestRunStatus","Tests association with a Pre-Condition","Tests association with a Test Execution","Begin Date",Labels,"Latest Status",Creator,)


Answers:
author: Nic Brough -Adaptavist-
body: You don't say which CLI application you are using, but my first guess would be that the command is too long - the application is not reading the whole thing.

comments: author: Crystal Tjaden
body: We're using the following for Data Center:  
<https://bobswift.atlassian.net/wiki/display/ACLI/Release+Notes+10.5>   

I tested with a smaller file size, but we still don't get these fields in our results.  

"Z:\\ACLI\\acli.bat" prod -a getIssueList --jql "project in (TSUT,WSPT) and created \>= startOfMonth(-2)" --file "z:\\ACLI\\getSummaryDCE.csv" --outputFormat 999 --columns (,'Key','Id',"Latest Status",Creator)  

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/233352i36B5596950D0268E/image-size/large?v=v2&px=999 "Capture.PNG")


author: Crystal Tjaden
body: I should also note I pulled a version down with no hard-coded columns and Creator and Latest Status did not show up there either. I don't think they exist in getIssueList, so I am trying to find where they are.


Tags: cli
Automated Transition Loop For Recurring Tasks
Asked by Aislin Percival:

My organization has some reporting and invoicing tasks that need to be repeated monthly. We don't like the build-up of clones that occurs when issue creation is simply automated, instead we just want the same issue to automatically transition back to TO-DO monthly (or in some cases weekly).   

So if I created a Monthly Reporting epic today for example, and I know that we need to start working on it on the 20th of every month, then that same epic would boomerang back to the TO-DO column every month on the 20th, or every week on Wednesday...something along those lines.   

<br />

Has anyone else created an automation like this? Please share how you did it. I am relatively new to the platform and eager to learn


Answers:
author: Mark Segall
body: Hi [@Aislin Percival](/t5/user/viewprofilepage/user-id/5113796) and welcome to the community!

For tracking and reporting, it's usually best to just have new issues each month. Are you tracking this in a Kanban project? If so, you may just need to adjust the configuration to drop resolved issues from the board after x amount of time.

If you're still of the mindset that you want to keep reusing the same issues, you could do something with automation:

* TRIGGER: Scheduled (Set up on 1st of every month or whatever works best for you)
  *

    ```
    "Epic Link" = YourEpicKey
    ```

* ACTION: Transition Issue to To Do

Note - This assumes your project is company managed. If you're working with a Team Managed project, you'll want to use replace "Epic Link" with Parent

comments: author: Aislin Percival
body: [@Mark Segall](/t5/user/viewprofilepage/user-id/4667637) Thank you so much!  

So, we are on a team managed board currently while we work within on admin organization--to test your suggestion above this morning, I used "Parent"=TheEpicKey and it transitioned all of the child issues to TO-DO but not the epic itself. This was on an experimentation board I created where I had the Monthly reporting set up as an epic with children   

In a team managed board, does the issue we want on a loop basically just need to be a story/task/"not an epic"?  

Again, thank you so much for your assistance. I am starting to understand things more.


author: Mark Segall
body: If you want to include the Epic, you can change the JQL to this:

```
Parent = YourEpicKey OR Key = YourEpicKey
```


author: Aislin Percival
body: [@Mark Segall](/t5/user/viewprofilepage/user-id/4667637) Worked like a charm!  

Have a great day :)


Tags: recurring-task

transition
How to transition a linked issue in another project
Asked by Dave Furlani:

User Stories in project AA (AA-##) are linked to the service desk request issues that initiated them (SD-##).

I'd like to use the change of status of the AA issue from Backlog to In Progress to trigger a transition of the linked SD issue into an "Under Investigation" status. I assume this requires the automation to be in the AA project.

I've used a branch rule to find all linked issues, then a filter in the branch to find just the SD linked issue.

The "Under Investigation" status does not exist in the AA project, so in the branch when I try to transition to that status, it's not available in the list.

Can anyone suggest a way to achieve the outcome I'm after?


Answers:
author: Jimmy Seddon
body: Hi [@Dave Furlani](/t5/user/viewprofilepage/user-id/5112923)!

This actually can be accomplished and [@Deepak Rai](/t5/user/viewprofilepage/user-id/4482538) was almost there but there was one important step missed.

After the If statement, you need to create a "New Branch/Branch Rule" component. Everything you are doing before and after the Branch is acting upon the issue that triggered the event.

In the Branch Rule, you want to select "Linked Issues" (you can even select the type of linked issue if you want to filter it further).

Within the branch, you may want to add another If statement to make sure the issue type is the expected type you want to transition, then add a new action to transition the linked issue to "Under Investigation"

I hope that helps!

comments: author: Dave Furlani
body: Thanks [@Jimmy Seddon](/t5/user/viewprofilepage/user-id/512822), I'm not sure where Deepak's original message went, unless that's the one [@Nic Brough -Adaptavist-](/t5/user/viewprofilepage/user-id/781454) is referring to (and someone thus deleted it).

I did get the rule based on my original thinking working, and I did have filters like you suggest so as not to update the wrong linked issues.

The trap that was stopping the status I wanted from appearing (as mentioned in my original post) was that the rule was not set to multi-project. With that in place, the statuses from both projects were available to select.

Also, after/in the branch the issues being worked on are the linked issues, not the trigger.

Cheers


author: Nic Brough -Adaptavist-
body: Just to confirm, yes, the poor postings from the chatGPT bot are being removed when spotted.


author: Dave Furlani
body: Hi [@Deepak Rai](/t5/user/viewprofilepage/user-id/4482538) ,

That's basically the automation I had tried to build, but it wasn't updating the linked issues in a project different to the trigger issue.

The trick seems to be to make the rule a Multi-project rule. It seems that a single project rule won't update issues outside of the project where the automation rule lives.

I'd love to be proven wrong, but that's what my testing seems to confirm.
The creation of a rule based on different reporters
Asked by Cchristophersonn Galvez:

Hello,

A rule should be created that automatically adds a specific participant to an issue when a certain list of reporters (customers) raises it.  
Is there a way to do that?  
To date, I can only set up a rule[,](https://testgriffor.net/) which automatically adds a specific participant to any issue created.  
Project Settings\>Automation\>Create Rule\>When: Issue Created (and then save)............Next component\>Then: New Action\>Edit Issue, select - Request Participant and then select the name.  
Thanks


Answers:
author: Bill Sheboy
body: Hi [@Cchristophersonn Galvez](/t5/user/viewprofilepage/user-id/5113101) -- Welcome to the Atlassian Community!

You could add a condition to test if the Reporter is in a list of users to test this. I believe a JQL or user condition would work.

Kind regards,  
Bill
Automatic Labels from Textfield
Asked by Wroblewski, Arkadiusz:

Hello,

I want to ask if there's a possibility that Jira nearby Creating Tickets, take from Ticket Text field Specific Text as Labels (For Example Failure Number and Location), and how to implement that.

I appreciate every helpful answers.


Answers:
author: Oliver Siebenmarck _Polymetis Apps_
body: Hi [@Wroblewski, Arkadiusz](/t5/user/viewprofilepage/user-id/5112990) ,

Welcome to the community!

What you describe is really a two-part question: First, can you automatically update the Labels field depending on the content of a different field? Second, how to know what exactly to put into the Labels field. The first question is easily answered: Yes, that's possible and really easy with [Jira automation](https://www.atlassian.com/software/jira/features/automation).

The second part is where it gets a bit more tricky. Jira automation has a feature called [Smart Values](https://support.atlassian.com/cloud-automation/docs/smart-values-in-jira-automation/) that allow you to parse text fields. You can use that to look through the description and find what you are looking for.There is a match()-function with smart values, so you can use regular expressions.

Hope that helps,  
Oliver


author: Alex Koxaras _Relational_
body: Hi [@Wroblewski, Arkadiusz](/t5/user/viewprofilepage/user-id/5112990) and welcome to the community,

Do you want to know if there is a way to get the values/words from a text field to the labels field?

comments: author: Wroblewski, Arkadiusz
body: Yes, but the case is, Failure Number and location are mostly other, so there's possibility for Automatisation of this process ?

Thank you for your answer.