youngmon/atlassian-qna huggingface dataset:
Better way to label and sort issues
Asked by Ellie:

Hi Team,

We're moving a load of issues from Trello to JSM. In Trello, we use Labels all of the time for the size of the bug, and if it is backend, front end or Full stack etc. We have them colour-coordinated and across all boards.

I have used labels in JSM to sort queues, do automation and triage on new tickets, but I am wondering if there is a better way then just using labels? Is there any other fields that give me a sorting ability such as Backend, Front end or full-stack? Would it be a case of making specific fields for the aspects I want to sort?

Any tips and tricks of how other people manage this would be great! And bonus if I can do a quick snapshot report on how many tickets I have open for X category!

Thanks in advance!


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

In Jira, I tend to reach for custom fields when you have a known list of "labels" like back-end, front-end and full-stack. A select list would let you select one of the three on an issue and a multi-select many. (Also, radio buttons and check marks do the same job; just look and interact differently to list style fields).

You could also use the built-in components field - that gives you a load more power than a simple list because you can have "component lead" and assign things automatically based on what you choose when creating the issues!

The label field in Jira is free-form. Your people can enter anything they feel like and so it often needs your teams to curate them (for spelling mistkaes, if nothing else)

For reporting though, all the labels and select-type fields work the same way. I am more a fan of dashboards with gadgets that give me overviews that can link me to details than starting with the detail.

For your report, for example, I would

Run a search for "Project = XYZ and resolution is empty and category = X" (assuming category is a select or label field, which I would try to rename because Jira uses the word "category" for a couple of other things, which could be confusing for your people)

* Save it as a saved filter
* Add a gadget to a dashboard, selecting "filter statistics", configured to:
  * Use your saved filter
  * Group by the field you are interested in

One note of caution here. If you are using a multi-select, component, or labels field, your numbers may look odd at first. Imagine you've got 16 issues, you may get a report that says something like:

* Front-end: 8
* Back-end: 6
* Full-stack: 4

The total of 18 is clearly more than 16 issues, but it tells you that you have an issue that has all three options selected, or two issues with two options selected


Tags: cloud

jira-service-management

jira-service-management-cloud
Using OKTA MFA for jira service management
Asked by Fatima AALLA:

Hello, we have claimed a list of users to use MFA OKTA in jira service management, what will happen for new created accounts? will they be claimed automatically or we must claim the new extracted user list? thank you in advance


Answers:
author: Nikola Perisic
body: Hello [@Fatima AALLA](/t5/user/viewprofilepage/user-id/5261577) ,

New users are not automatically being claimed, so they would need to be claimed manually.

You can find more info in here: <https://help.okta.com/wf/en-us/content/topics/workflows/connector-reference/jiraservicedesk/jiraservicedesk.htm>

BR,

Nikola

comments: author: Fatima AALLA
body: Hello [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5166624) , thanks for your response,

The okta was configured by another org admin ,who left after our organization, when I check the configuration The okta directory and saml configuration were deleted by the system how this can be done? can we restore this config

![oktaaa.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/309911iE8DEFC7D83FEC828/image-size/large?v=v2&px=999 "oktaaa.PNG")


author: Nikola Perisic
body: Hello [@Fatima AALLA](/t5/user/viewprofilepage/user-id/5261577) , well this could be a problem then. For this issue, you should contact the Okta support then. Since this is related to the IdP.

I haven't found their support page, rather than this: <https://www.okta.com/contact/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Handling notifications for several Customers in same project
Asked by AV:

We have a couple of customers in Groups:

* Organization A
  * Organization A - Employee 1
  * Organization A - Employee 2
* Organization B
  * Organization B - Employee 1
* Organization C
  * Organization C - Employee 1
  * Organization C - Employee 2
  * Organization C - Employee 3
  * Organization C - Employee 4
  * Organization C - Employee 5

Most of our customers also have a central e-mail address, where they would like to receive notifications for all issues/incidents by any of their employees.  

I know the Notification Scheme, where you can add an e-mail address/user for example for all issues created. We use this for our own Incident manager who wants an e-mail for every issue created, which is fine.  
But in this case it is not ALL issues created, but ALL issues created by any Employee for THAT Organization .  

How is this done?


Answers:
author: Igor Medeiros - Modus Create
body: Hi [@AV](/t5/user/viewprofilepage/user-id/4994470)

I believe that our app [Notification Assistant for Jira](https://marketplace.atlassian.com/apps/1211069/notification-assistant-for-jira-email?hosting=cloud&tab=overview) might be able to assist you in this case.

It offers fully customizable templates, notifications rules, and you can set the recipient of the notifications as you wish (including external email addresses).

Feel free to reach out!


author: Joseph Chung Yin
body: [@AV](/t5/user/viewprofilepage/user-id/4994470) -

One option will be to use Automation for Jira to create rule (scheduled execution) and send out custom email notifications as you needs. This will be outside of the normal system notification setup in JSM.

Here are a few references on Automation for Jira -

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: AV
body: Yeah that initially looks like a nice idea, although for maintenance i wasn't to fond of it as you cant use the notification templates already in place, so it introduces a new place with custom e-mail text which has to be maintained.  

However the problem is that for sending an e-mail from Automation, you can't just enter an e-mail address to send it to.  
It must be sent to a user or group from the backend (where there are no customer accounts obviously), you can't choose a customer account there or enter an e-mail address.


Tags: cloud

jira-service-management

jira-service-management-cloud
Email responses add the entire thread to Jira
Asked by kian_mckenna:

Hi,

I am currently experiencing an issue where users respond to the agents on our helpdesk and the whole email thread is dumped into the Jira reply. This issue causes multiple problems when trying to look for things in Jira and is incredibly annoying.

The problem seems to occur when users click reply all (I have simulated a ticket and tested this). This makes sense, but it never used to happen. Is there anything that can be done in Jira?

Another community post that may phrase my issue better: [https://community.atlassian.com/t5/Jira-Software-questions/Email-replies-and-the-entire-thread-as-a-comment/qaq-p/2006031?utm_source=dm\&utm_medium=unpaid-social\&utm_campaign=P:online\*O:community\*I:social_share\*](https://community.atlassian.com/t5/Jira-Software-questions/Email-replies-and-the-entire-thread-as-a-comment/qaq-p/2006031?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*)

Imgur link to screenshot of issue: <https://imgur.com/a/6VUN1YS>

Kind regards,

Kian

---------- EDIT ----------

After further testing it seems like the issue stems from replying from the old outlook version. When switching to the new version, responses to the ticket are standalone. When responding via the old outlook client, responses are followed by a thread and completely ruin the flow of things in Jira.

---------- EDIT: The Sequel ----------

There are multiple settings that can be configured in Jira to manipulate incoming mail. We ended up formatting all incoming mail as rich text (with our HTML signature image hosted externally) and trimming out the bulk of the signature. This left us with a nice, basic response in Jira without all of the previous responses. Note that images copied and pasted into the body of the email will not make it through to Jira, we work around this by going into the root emails shared inbox and looking at the image before it gets cut by Jira.

In conclusion, either switch to the new outlook client, or mess around with settings.


Answers:
author: kian_mckenna
body: Please see the edit on the original post for the solution we have implemented.


author: Eugenio Onofre
body: Hi [@kian_mckenna](/t5/user/viewprofilepage/user-id/5403253)

Welcome to the Atlassian Community.

Thanks for the details, which seem to be the valid approach for now as the thread itself is not an Atlassian configuration, but something that directly relies on the email client itself.

Best Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
I cannot contact Attlasian support - it shows it loads the all time
Asked by Eleni Wagner-Oikonomi:

I cannot contact Attlasian support - it shows it loads the all time and it doesn't give the options


Answers:
author: Marc - Devoteam
body: Hi [@Eleni Wagner-Oikonomi](/t5/user/viewprofilepage/user-id/5110188)

Here is the direct link: [Atlassian Support](https://support.atlassian.com/contact/#/)


author: Joseph Chung Yin
body: [@Eleni Wagner-Oikonomi](/t5/user/viewprofilepage/user-id/5110188) -

Here is the link to Atlassian Support (<https://support.atlassian.com>). We don't have any access issue with the site.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Eleni Wagner-Oikonomi
body: Hi Joseph,

thank you fro your responce.

Unfortunately when I open it, it shows to load and it remains there.


author: Joseph Chung Yin
body: [@Eleni Wagner-Oikonomi](/t5/user/viewprofilepage/user-id/5110188) -

Can you try to access the site in an incognito or private browser app session? We need to rule out it is not an local browser cache issue + browser app add-on issue.

Lastly, you may want to contact your IT network team to ensure there is no network blocking of your machine to reach out to the support site.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
Error in raise requests via Assist-App in MS Teams
Asked by Reza Rahmani:

Hello, When I write a request in Assist-App chat this message is the answer.

*Sorry, I didn't understand that message*

*If you would like to see a list of all Assist's capabilities, please type "@assist help".*

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/300059i02552F3116CCF8A4/image-dimensions/544x181?v=v2 "Capture.PNG")

Raise request from chat is working.  
In the past we could raise request from Assist-App directly.


Answers:
author: Eugenio Onofre
body: Hi [@Reza Rahmani](/t5/user/viewprofilepage/user-id/5403167)

Welcome to the Atlassian Community.

I would recommend below steps:

1. **Check Syntax**: Make sure you're using the correct syntax or commands that Assist-App recognizes. Typing "@assist help" should provide a list of valid commands.

2. **Review App Configuration**: Ensure that Assist-App is correctly configured to work with your Jira instance.

3. **Update App**: Verify that you're using the latest version of the Assist-App.

4. **Test Basic Commands**: Try basic commands first to see if the app responds correctly to them.

If the issue persists, consider reaching out to the support team at <https://support.atlassian.com>.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
Auto assign based on the catgory for Jira service Mangament
Asked by Raghad AlRoumi:

Hi Everyone,  
Hope all is well,  

<br />

My issue is:  
I want to have Auto assign based on the catgeory for Jira service Mangament, is there any way?  
I have found this but how can I apply it on Jira service management?  

<https://www.atlassian.com/software/jira/automation-template-library/auto-assign>  

Thank you in advance,


Answers:
author: John Funk
body: Hi Raghad,

I suspect the new work categories for ITSM projects is not yet available for Automation Rules. I will see if I can get more information.

comments: author: John Funk
body: Okay, see if you can find a field called "Work category" using the Condition in your automation rule. It should be there.


author: Marc - Devoteam
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148)

That works on using a JQL condition.


author: Marc - Devoteam
body: Hi [@Raghad AlRoumi](/t5/user/viewprofilepage/user-id/5269213)

No this is not possible based on categories where requests are based in a JSM project.

Currently you can only create a rule and specify the Request Types via the JQL function "Customer Request Type" and list all the Request Types in the category.


Tags: automation

jira-service-management

jira-software

workflow
Page refreshes automatically when expanding signature
Asked by Rachel:

When I open a ticket and click on the expand signature button, the page refreshes itself and doesn't expand the signature.

I found the issue in Edge, Chrome and other colleague's. I also have updated all the browsers but the issue remains. it seems like a bug within Jira. Anyone any recommendations?


Answers:
author: Rachel
body: <https://jira.atlassian.com/browse/JRACLOUD-82725>

They made a public ticket, hope they will solve it soon


author: Marc - Devoteam
body: Hi [@Rachel](/t5/user/viewprofilepage/user-id/4683618)

Can you enlighten me on this button. I check my default instance and can't seem to locate this.

Is this function from a marketplace app?

comments: author: Rachel
body: The button appears when you enable "Use custom text to detect and hide signatures" in your email request settings. Normally we could expand the signature by clicking on it..![sh sig issue.png](https://community.atlassian.com/t5/image/serverpage/image-id/300082iDD0D01B369348227/image-size/large?v=v2&px=999 "sh sig issue.png")


author: Marc - Devoteam
body: Hi [@Rachel](/t5/user/viewprofilepage/user-id/4683618)

Thank you.

Are the options set there still valid in relation to email signatures?

You could try to remove them and re-add them.

Otherwise I would raise an issue at Atlassian Support, they can check logging on your instance, as it seems there is something wrong related to your instance.


author: Rachel
body: Hi [@marc](/t5/user/viewprofilepage/user-id/5052991)

I tried that but didn't solve the issue. I will try atlassian support.

Thank you!


author: Jason Basckin
body: Hi there, we seem to be having the same issue when adding the expand macro into ticket descriptions. Expanding it out refreshes the page. ![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/300204iB2B0BB88C7DF5D61/image-size/large?v=v2&px=999 "Capture.PNG")


author: Ernestas Nikiforovas
body: Hello,

We have the same problem. For now just turned off "Hide email signatures in issues and portals" function. If anyone finds the way to fix it, please let us know.


author: Markus
body: Same problem here! If anyone finds the way to fix it, please let us know.  
THX in advance


author: Marc - Devoteam
body: So it seems this is general issue.

I think it's an Atlassian related problem.  

I would encourage you to all raise an issue on Atlassian Support.


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
How to add a template while creating an article from JIRA ticket to confluence
Asked by Hoang Thi Kieu Hoa:

When I create an article from Jira ticket to KEDB confluence, I need to choose a template, however, there are only 2 templates as shown: Troubleshooting and How-to, what if I want to put my own template to this list?

Thanks

![image.png](/t5/image/serverpage/image-id/300048i14997F76ED7DA8A7/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Marc - Devoteam
body: Hi [@Hoang Thi Kieu Hoa](/t5/user/viewprofilepage/user-id/5403079)

Welcome to the community.

I don't think this is an option within server/DC. In Cloud you are redirect to the Confluence KB space and able to select any template


Tags: jira-service-management

jira-service-management-server

server
Recently created chart
Asked by Paula Smith:

Hello!

I am trying to create a report regarding the tickets created in our queue vs. how many of those are resolved. I wanted to know if the recently created chart only takes into account the tickets created and solved that are in our project OR does it also take into account the tickets created in our queue but later moved to a different project. Thank you!


Answers:
author: Kavitha Chandrasekaran
body: [@Paula Smith](/t5/user/viewprofilepage/user-id/5403026) Lets say you have Project A and Project B. If you report filter is looking only for issues in Project A, it will not take into account is a particular issue say A-21 got moved to B-10. The filter will not list A-21.

If you require the moved issues to be listed in your report, you will need to write scriptrunner function.

<https://community.atlassian.com/t5/Jira-Software-questions/View-issues-that-have-been-moved-from-one-project-to-another/qaq-p/790346>

comments: author: Paula Smith
body: Awesome, thank you so much!


author: Marc - Devoteam
body: Hi [@Paula Smith](/t5/user/viewprofilepage/user-id/5403026)

Welcome to the community

All reports created in a JSM project relate to the project only, so issue moved to another project are not taken into account.

comments: author: Paula Smith
body: Makes sense, thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Chat for Teams - There's a problem with your Jira permissions
Asked by Torsten Schr?ter:

Hi,

I have a problem setting up the Jira chat in MS Teams. After I have successfully added "Assist" to a MS Teams channel, I get the error message in Jira:  
"There's a problem with your Jira permissions  
Verify the atlassian-addons group has "browse" permissions in this  
project's permissions and this site's global permissions."

I have checked both, in project permissions "atlassian-addons-project-access" has browse access and in global permissions "atlassian-addons-admin" has browse access.

What else could be a problem?


Answers:
author: Eugenio Onofre
body: Hi [@Torsten Schr?ter](/t5/user/viewprofilepage/user-id/5402993)

If the permissions are properly set, I would recommend raising a support ticket at <https://support.atlassian.com>.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
We are unable to fill the tempo timesheet
Asked by wo_jaydeep:

![JIRA.png](/t5/image/serverpage/image-id/300016i82FF629B88C2A4E6/image-size/large?v=v2&px=999 "JIRA.png")

We are getting the dead link while opening the tempo timesheet. How can we resolve it?


Answers:
author: Marc - Devoteam
body: Hi [@wo_jaydeep](/t5/user/viewprofilepage/user-id/5402899)

Welcome to the community

I might be that the permissions have changed or a team change.

Are you granted tempo admin permissions and are you able to check, if not, check in your company who has permissions.

I this is all not the case, contact Tempo support as they can have an in depth look into the Tempo data in you Cloud instance


Tags: cloud

jira-service-management

jira-service-management-cloud
How to create an automation to reminder the reporter?
Asked by Mehran Ahmadi:

Hi all,   

I would like to create a reminder automation. This automation should be triggered whenever an Incident has not been updated for 3 days only by the customer/reporter.  
A reminder E-mail should be sent out to the customer.

Do you have any advice for me?  

Thank you in advance, I wish you all a nice and enjoyable day.  

Kind Regards  
Mehran


Answers:
author: Mehran Ahmadi
body: Thank you but how should I change/modify the JQL so that I can only see Incidents that have not been updated by the reporter and only by the reporter?

comments: author: Mayuresh Kamble
body: I wonder if that would be possible to achieve let's see if other community member have any solution for this.


author: Mayuresh Kamble
body: Hi [@Mehran Ahmadi](/t5/user/viewprofilepage/user-id/2322738) ,

You can Navigate to the "Automation" option in Project settings then "Templates"  
There will be an automation named **"When an issue remains for 5 days without an update ? send a notification to the Assignee"**

In the JQL You can change the No. of days to 3 and Assignee to Reporter as per your requirement.  
Also you can add the issuetype condition in the JQL if needed.

Regards,  
Mayuresh


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset Import with AQL
Asked by Brendan Murray:

I am trying to import a csv file to map to a default type select type value which has either YES or NO as options.

How do I use AQL to add this field during the import.


Answers:
author: Eugenio Onofre
body: Hi [@Brendan Murray](/t5/user/viewprofilepage/user-id/5402887)

Welcome to the Atlassian Community!

To import a CSV file into Atlassian Assets and map a column to a default type select field with options "YES" or "NO" using AQL (Asset Query Language), follow these steps:

1. **Prepare Your CSV:** Ensure your CSV file has a column with values "YES" or "NO" corresponding to the select field in Assets.
2. **CSV Import:** In Assets, use the CSV import feature. During the import process, you will map the CSV column to the select field in your Assets schema.
3. **Field Mapping:** When mapping fields, select the appropriate column from your CSV to map to the select type field in Assets. The values in this column should match the options in the select field (i.e., "YES" or "NO").

AQL is not typically used directly in the import process itself but is used for querying data after it's imported. The key is ensuring your CSV data matches the format expected by the select field in Assets.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud