youngmon/atlassian-qna huggingface dataset:
Change Issue Layout for required fields
Asked by Jan-Otto Kr?pke:

I have configured mark a field on the field configuration as required.

The result is that the field is not longer on the right side. Instead, the field is below the description field which makes it more invisible for end-users.

How I can change the layout that the required field are on the right side again?


Answers:
author: Stevan Mandi?
body: [@Jan-Otto Kr?pke](/t5/user/viewprofilepage/user-id/5453148) can you change your issue layout in project settings/issue/layout for needed issue type?

*** ** * ** ***

comments: author: Jan-Otto Kr?pke
body: The issue layout setting isn't available in Jira Service Management company-managed projects.

That an software project exclusive feature.


author: Stevan Mandi?
body: In Jira Service management you can reorder fields within every request type.

I suppose you want to reorder fields in agent view?


author: Jan-Otto Kr?pke
body: Yes, exactly.

In my case, I want to reorder the Priority and Operation Team field to the right side (to detail)

![Bildschirmfoto 2024-06-07 um 01.16.32.png](https://community.atlassian.com/t5/image/serverpage/image-id/328529i59AAB4C01E4D3C7A/image-size/large?v=v2&px=999 "Bildschirmfoto 2024-06-07 um 01.16.32.png")

But on the request type, there is no priority field to re-order.

![Bildschirmfoto 2024-06-07 um 01.19.38.png](https://community.atlassian.com/t5/image/serverpage/image-id/328530i51A065CE60188E0D/image-size/large?v=v2&px=999 "Bildschirmfoto 2024-06-07 um 01.19.38.png")

That is the reason, why I'm asking for help.


author: Stevan Mandi?
body: Just to be clear:

1. since mandatory, those fields are present on customer view (request form on portal)?

2.you wanted to make those fields mandatory for customers only or for both customers and agents?


author: Jan-Otto Kr?pke
body: This kind of request type is an internal one. By default, it's hidden from the portal view, and will be only created via REST API. The field should be always mandatory. Since multiple sources are able to create such issue, a validation is required. To ensure the required minimum, such field are mandatory to avoid invalid issues.


author: Stevan Mandi?
body: Ok, i will check this on my instance tomorrow, and send you an update.


author: Stevan Mandi?
body: [@Jan-Otto Kr?pke](/t5/user/viewprofilepage/user-id/5453148)   
Unfortunately, there is no way to move the required fields to the context fields section (right side)  

Everytime you make the field required (in project Field Configuration or in Request Form tab (in Request type settings), it will become part of the Request Form (left side)  

So changing the position of those required fields is only possible within Request Form tab in your request type settings ( in your case; above or below description).  

<br />


Tags: cloud

jira-service-management

jira-service-management-cloud
How can we download/print a report of our project managment analytics
Asked by Bogner, William Benjamin:

We have used Jira at the Kelley Business School for several years. We now struggle to find a way to download or print a report showing our performance analytics for the last 2-3years.

No one in our group has the knowledge or experience to look for performance data. We need instructions or help

Thanks

William B Bogner

Marketing Assistance

Kelley School of Business


Answers:
author: Danut M _StonikByte_
body: Hi [@Bogner, William Benjamin](/t5/user/viewprofilepage/user-id/5514935),

A good option would be to create a Jira dashboard will all the necessary gadgets on it for tracking the metrics you want. And then, to print this dashboard as a PDF for being shared with management.

You can build your dashboard by using the Jira's gadgets plus gadgets offered by Jira apps like our **[Great Gadgets](https://marketplace.atlassian.com/search?query=stonikbyte%20great%20gadgets%20agile)** app.

See this article as an example: <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>.

Another option would be to create a page in Confluence with the necessary macros on it, and the to export it. The advantage in this case would be the fact that the Confluence pages can be fully customized and allow you to complement the charts with custom texts.

Hope this helps.

Danut.


Tags: cloud

jira-service-management

jira-service-management-cloud
Link rule in automation failing. Audit logs do not show any errors
Asked by Haseeb Khan:

Adding screenshots of rule, audit log and Cloned ticket. Both tickets are of same type. Although I am curious to know if that would impact this automation  

Any input would be appreciated

![Screenshot 2024-06-06 at 12.15.16 PM.png](/t5/image/serverpage/image-id/328438i112D3F2540706BAD/image-size/large?v=v2&px=999 "Screenshot 2024-06-06 at 12.15.16 PM.png")![Screenshot 2024-06-06 at 12.15.44 PM.png](/t5/image/serverpage/image-id/328439i94896F5F46C33520/image-size/large?v=v2&px=999 "Screenshot 2024-06-06 at 12.15.44 PM.png")![Screenshot 2024-06-06 at 12.16.46 PM.png](/t5/image/serverpage/image-id/328440i3ACAB1FB9165AAB3/image-size/large?v=v2&px=999 "Screenshot 2024-06-06 at 12.16.46 PM.png")


Answers:
author: Trudy Claspill
body: Hello [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

In the future please click on the **Show more** link to the right of the Audit Log entry to reveal the details about the individual execution of the rule, and share that information with us.

The problem with your rule is that the action to Link Issues is happening at a point in the rule where the context is focused on the trigger issue, not the newly created issue. There are two ways to fix this.

Option 1 (easiest):

In the Clone Issue action, add the Linked Issues field as one of the fields you want to set, and create the link to the trigger issue there. Then delete the separate action for Link Issue.

![Screenshot 2024-06-06 at 10.04.36?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/328466i4FC7991897BA2F8A/image-dimensions/233x318?v=v2 "Screenshot 2024-06-06 at 10.04.36?AM.png")

![Screenshot 2024-06-06 at 10.04.54?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/328465i1F346910C4B8B30B/image-dimensions/351x379?v=v2 "Screenshot 2024-06-06 at 10.04.54?AM.png")

Option 2:

After the Clone Issue action add a Branch: For Each: Related Issue: Most recently created issue.

Add the Link Issue action within that branch

![Screenshot 2024-06-06 at 10.07.28?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/328470i3B6B6E40B828AB72/image-dimensions/309x401?v=v2 "Screenshot 2024-06-06 at 10.07.28?AM.png")


author: Christian
body: Hello [@Haseeb Khan](/t5/user/viewprofilepage/user-id/5491244)

I believe this i snot working because your linking to the trigger issue, but in this automation the trigger issue and the issue you are actioning are the same, so that's why no links are being made. The best solution would be to link the issue in the clone action. See below:

![Screenshot 2024-06-06 130735.png](https://community.atlassian.com/t5/image/serverpage/image-id/328472i0498F9D716AE02EE/image-size/large?v=v2&px=999 "Screenshot 2024-06-06 130735.png")

Best,

Christian


author: Haseeb Khan
body: [@Christian](/t5/user/viewprofilepage/user-id/5412859) This fixes the issue. Thanks! the language in the config was a little confusing, but I got it


Tags: cloud

jira-service-management

jira-service-management-cloud
Thoughts on creating a secondary JSM product to store an external customer portal?
Asked by Katelyn Carriker:

For context, I am my companies Application Administrator / Atlassian Admin. We have recently migrated to Cloud. We have 5 customer support portals (JSM projects) that are all configured for my companies internal employees to submit helpdesk tickets.  
We have decided we would like to create a new JSM project, but this one is for the companies who do business with us (external).  
Our concerns are anonymous account creation/submission of tickets and how we would effectively manage these external customer accounts once created.  
We are interested in the possibility of purchasing another JSM product to house this new external customer portal, so it is managed away from our 5 internal portals. I'm looking for information from anyone who has done something similar, and their experiences with it.


Answers:
author: Connor
body: I'm currently implementing what you're describing. We wanted to completely separate our internal users from external customers. So we've added a new Jira site to our Atlassian org with a new JSM subscription. We're restricting creation of portal accounts to specific domains, and allowing the customers to create their accounts.

comments: author: Katelyn Carriker
body: Thank you for your feedback, Connor! I appreciate your insight. Our Atlassian account manger has gotten back with me, and also confirmed this would do exactly what we want/need, and apparently this is common for companies/businesses to do.

Once I get more information on what this looks like, I will be sure to update it here, for anyone else looking for details about something like this.


Tags: cloud

jira-service-management

jira-service-management-cloud
Show message to let users know the volume of requests
Asked by Miriam E_ Coronado C_:

How can I show a message to my clients in an email or in the  
request portal, indicating the volume (high, low, normal)  
of requests that we have to attend to? as if it were a traffic light  
which gives you an idea of how long it may take to serve you.

Thanks


Answers:
author: Graham Twine
body: Hello Miriam,

The complexity would be quite complicated.

Consider the duration it takes to complete each type of task and the number of agents etc

The idea being thus.

Number of issues in the To Do status multiplied by the time it will take.

Then take the time line and break it into regions for green amber and red.

The time to resolution for all outstanding issues equals number of issues that have the same duration to complete multiplied by time constant

<br />

If green is 0 to 2 hours, amber is 2 to 4 hours and red is greater than 4 hours.

The time to resolution calculated would determine the colour.

Now where to display this would depend on the plugins available / DC or cloud etc.  
One can use a [lozenge](https://aui.atlassian.com/aui/latest/docs/lozenges.html) or other css / html element to achieve this requirement as a fragment.

If [Scriptrunner](https://docs.adaptavist.com/sr4js/latest) is available, cloud or DC will also determine how this solution is achieved.

Placement can be on a panel for the project / global etc. there is not enough info to identify the correct implementation.

The screen is divided into panels and these can be used to determine where to place the element. A service project portal can have custom elements.

**For JSD using Scriptrunner**

XML example generated by the plugin

```
<web-resource key='customerPortal' name='ScriptRunner generated web resource - customerPortal'>  <transformation extension='css'>    <transformer key='tracking-transformer' />  </transformation>  <transformation extension='js'>    <transformer key='tracking-transformer' />  </transformation>  <resource name='QueueTimer.js' type='download' location='queue-time.js' />  <context>com.atlassian.servicedesk.application:about</context></web-resource>
```


Tags: cloud

jira-service-management

jira-service-management-cloud
Assist is not two-way syncing created issues to Slack
Asked by Bob Shields:

For at least two of our JSM projects the Assist Chat integration in Slack is not relaying issues created in Jira back to the Agent Channels.

We have noticed some other wonkiness since the deprecation of Halp, like the automatic ticket creation emoji changing from the lightning bolt :zap: to the regular :ticket: and that Slack group names in messages are rendered with their !subteam ID.

Those are not a big deal, but we rely on the two way sync from Jira to Slack to maintain visibility for new issues.

Is anyone else noticing this issue? Is there any advice for mitigating it?

Thanks!


Answers:
author: Ant?nio Augusto Sousa Britto
body: I've noticed since Halp shutdown that the issues are no sync'd back with Slack when we move them to different squad projects. Hence, the team cannot communicate with the requester through ticket messages. And this message keeps popping on the thread that originates the issue:

"Something unexpected went wrong. This comment could not be added to the issue."

comments: author: Bob Shields
body: We have noticed a similar issue when setting a new reporter on an issue. The request is not routed to the new reporter in Assist in Slack. This means a third party automation can't be used to raise a request and then set the correct reporter so that they can communicate via Slack. The new reporter has to go into the Jira portal.

We get the same error message: "Something unexpected went wrong. This comment could not be added to the issue."


author: Gaurav
body: Hi Team,

if you are still loooking for 3rd party <https://slackjira.com/>  
provides all features of Assist / Halp with lesser pricing.   

You can get your custom emoji to create and relay information to and from Slack to Jira/JSM

You can also set custom / correct reporter/assign based on rules .  

Feel free to message me /reply for any issues


Tags: assist

chat

cloud

jira-service-management

jira-service-management-cloud

slack
Restrict Access to Request Types
Asked by Mathew Lederman:

Migrating from Datacenter to Cloud. Need to restrict access to Request Types based on Jira groups.

Currently we use the [Request Type visibility](https://deviniti.com/support/addon/server/extension/latest/request-types-visibility/) function in [Extension for Jira Service Management](https://deviniti.com/support/addon/server/extension/latest/about/) by Diviniti to limit access. However, Diviniti didn't include the same functionality in the Cloud version of the plug-in. On the [JSM roadmap](https://www.atlassian.com/wac/roadmap/cloud/restrict-request-types?search=restrict&p=3a942152-b6) I see the functionality may be coming in Q3 however we're migrating now and our entire IT Service Desk for 12k users is built in JSM.

I'm happy to pay for a plug-in that will allow me to do this until Atlassian decides to release the functionality.

We've spent 9 months building our service desk and the foundation for a proper ITSM with assignment groups, workflow/field restrictions to pass compliance/audit requirements, sub-task\<\>parent automation, etc. So breaking up the project is not a viable option.

Any suggestions/recommendations/options would be greatly appreciated.


Answers:
author: Christopher Skoropada _Appsvio_
body: Hi [@Mathew Lederman](/t5/user/viewprofilepage/user-id/4428557)

You will not find this feature in any app available on the Marketplace because it's technically not doable. Basically, Atlassian doesn't provide API for vendors to hide request types.

The good news is, Atlassian soon will release this as part of the JSM product. I saw this recently in EAP and all looks promising.

My recommendation is to wait for Atlassian.

If you are looking for alternatives or workarounds, you could use banners from [Feature Bundle](https://marketplace.atlassian.com/apps/1218221/feature-bundle-boost-customers-ux-on-portal?hosting=cloud&tab=overview) app to inform customers dynamically about request type target audience (I'm from vendor behind this app).


Tags: cloud

deviniti

jira-service-management

jira-service-management-cloud
How can I retrieve the data/value from the attributes present in the asset schema tree?
Asked by Veera Vamshi Mulugu:

I want to retrieve a value from the assets schema, lets say, i have schema tree named "Vendors" and vendors have certain list of attributes, so lets say, vendor name, contact 1, 2 etc., so here I want to get the "vendor name" from the attribute present in the schema tree of vendor using AQL!  

![doubt-img.png](/t5/image/serverpage/image-id/328379i36601A23E0F4D509/image-size/large?v=v2&px=999 "doubt-img.png")


Answers:
author: Manoj Gangwar
body: Hi [@Veera Vamshi Mulugu](/t5/user/viewprofilepage/user-id/5509305) ,

Welcome to the Atlassian Community!!

Do you want to retrieve a value from the assets schema to a Jira field?


Tags: cloud

jira-service-management

jira-service-management-cloud
how to tset automation saying: If Request was created by Email..
Asked by Vera Valshonok:

In our project customers can create requests using Project email.

I need to set an automation saying that: If request was create by Email ( using this email) then add a specific IT Category ( an option from one of the Custom fields we have) to this request. This is needed so we can easily track such tickets in the dashboard afterwards.


Answers:
author: Vijay Dadi
body: Hello,

You can use **request-channel-type**in your if qualification and there are many use cases for the same as below.

    request-channel-type = jirarequest-channel-type = portalrequest-channel-type = anonymousportalrequest-channel-type = emailrequest-channel-type = APIrequest-channel-type = deployment

Here is the documentation for your reference. Hope this helps!

<https://confluence.atlassian.com/jirakb/using-the-request-channel-type-property-on-filters-1188759288.html>

comments: author: Vijay Dadi
body: [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) Did you find the answer useful one?


author: Vera Valshonok
body: Yes, thanks a lot!


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira (JSM) Teams & Atlassian Admin Groups
Asked by Nancy Freeman:

Hello,

I'm facing difficulties establishing a connection between Atlassian Admin Groups and Jira (JSM) Teams.

My organization is already defined in Active Directory security groups, and we use AzureADFS to manage group memberships through a Security - Identity Provider.

I want to map these groups to Teams in JSM selectively.

For example:  
- AD Group: JSM Windows - Yes, map to -\> JSM Windows Team  
- AD Group: JSM Agents - No, do not map this to a team

Has anyone figured out a way to map groups to teams? Is there an API that I can utilize with Terraform?

Thanks!

Nancy Freeman


Answers:
author: Mark Higgins
body: Hi Nancy,

In short, No.

Teams are available across products, and at present, appear to require manual administration and are not linked to groups in anyway.

It appears to be a direction that Atlassian are trying to head, and we do hope that synchronisation that you are after, is on their roadmap.

Mark


Tags: cloud

jira-service-management

jira-service-management-cloud
Include client 'View Request' ticket link in Filter Issue export
Asked by Willie Louw:

Hi there. We export the support issues of a previous month per client to send them a report, but would also like to include the external client URL link to the ticket (when clicking on 'View Request' on the email) in the export list. Currently, with Issue export (all fields), it only includes the in-house link to it, not the link the client would click to view the request. Any way to perhaps include this or achieve this? Thanks!


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@Willie Louw](/t5/user/viewprofilepage/user-id/5129042)

welcome to the community!

For a native solution, you *may* be able to use Jira Automation to grab the portal URL from the issue, write it into a custom field (e.g. of type *Text: Single line*), and then add the custom field to your filter and export. I haven't done this myself though, so no guarantees that this actually works.

Alternatively, if you're open to solutions from the Atlassian Marketplace, you'll have options available. I'll add more information below.

Hope this helps,

Best,

Hannes

comments: author: Hannes Obweger - JXL for Jira
body: ... and just to expand on the last point: If you're open to solutions from the Atlassian Marketplace, this would be easy to do using the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2719792).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with a number of so-called *smart columns* that aren't natively available, including the *customer portal issue URL*. Of course, you can also export your sheet in just two clicks.

This is how it looks in action:

![customer-portal-url.gif](https://community.atlassian.com/t5/image/serverpage/image-id/328549iDCC3CB3C328415DC/image-size/large?v=v2&px=999 "customer-portal-url.gif")

As every JXL sheet is powered by a JQL statement or saved filter, you have full control over which issues you want to have included. I should add that JXL can do much more than that: From support for configurable *issue hierarchies* , to *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting* .

Any questions just let me know!


author: Willie Louw
body: Thanks a lot [@Hannes Obweger - JXL for Jira](/t5/user/viewprofilepage/user-id/4289506) Sounds like something that can work (automation), now just to get the doctorate on applying that custom automation rules. :)

Thanks for your app reference as well. With South African exchange rate, it does increase prices of apps quite a lot, but something to consider at least. Appreciate it!


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I automatically input default due dates criteria into Jira?
Asked by Rebekah Jolly:

On our Marketing team, we created a default timeline process that I want to incorporate into our Jira boards. For instance, developing content should take about 5 days and then after it's sent to design for a new layout, it should be about 4 days. We have a few default timelines that I want to put into Jira so that it can automatically change all the subsequent subtask dates to be in line with those timelines we created. Does anyone know how to do this?

EX: 5 days for new content and 4 days for new layout, so Jira would read that input on a newly created "ticket" and select the due dates automatically under that criteria.


Answers:
author: Rudy Holtkamp
body: Hi [@Rebekah Jolly](/t5/user/viewprofilepage/user-id/5514778) and welcome to the community,

With automation for Jira you can set the due date when an issue goes to a new status.

So if you go from Status A \> Status B, you can set the due date to x days from now, with a smart value like: {{now.plusDays(x)}} Where x is a positive number.

It will look something like this.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/328375i65EE3F7D70A84367/image-size/large?v=v2&px=999 "image.png")

For every transition you make a new rule.

I hope this helps,

Rudy


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How can I make the text bold and increase the font size in the comment box?
Asked by Nik Seibold:

How can I make the text bold and increase the font size in the comment box from

Automation "THEN Add an Action component 'Add Comment on issue.' ?


Answers:
author: Duc Thang TRAN
body: Hello [@Nik Seibold](/t5/user/viewprofilepage/user-id/5458903)

You can see all format Text via this link <https://jira.atlassian.com/secure/WikiRendererHelpAction.jspa?section=headings>

For exemple :

h1. The biggest Size  
h2. Bigger size  
h3. Next  
\*BoldText\*

Hope this can help


Tags: automation

cloud

jira-service-management

jira-service-management-cloud