youngmon/atlassian-qna huggingface dataset:
Assistance needed in below requirement
Asked by shivani shirguppi:

We have a field called "UTM generation" which is select list dropdown field.  
Our requirement is whenever user select a value for UTM generation then automatically the values for below 4 fields should auto populate based on the preset values.

For example, If value 'A' is selected for 'UTM generation' then automatically values 'Aa','Ab','Ac','Ad' should auto-populate for below 4 fields. And if 'B' is selected for 'UTM generation' the automatically values 'Ba','Bb','Bc','Bd' should auto-populate for below 4 fields.


Answers:
author: John Funk
body: Hi Shivani,

Can you share the rule that you have so far (a screenshot please)? And what is not working with it.

comments: author: shivani shirguppi
body: There is no any rule created. I need help in how we can achieve this in JSM?

[@John Funk](/t5/user/viewprofilepage/user-id/7148)


author: John Funk
body: Do you know how to create rules? Can you give it a try first?


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Remove JSM default email and leave own email connected for replies
Asked by Davide Cioranu:

Hi all,  
I'm wondering if anyone could help me with this issue.  
Currently there isn't a direct way to remove the JSM in built email that comes in the project.  
The only way to do remove this is by going in Settigs \> Product \> Email request and remove it entirely from the list under "Email request".  
My question is, is there any harm in removing the default email from there?  
I cannot see any link between the JSM email other than this is used to reply to the customer even though the customer contacts us via the secondary linked email.  
Can anyone confirm for me if removing the JSM email can create any issues?  

Thanks


Answers:
author: Conrad van Woudenberg
body: Hello,

For several JSM projects I've removed the default atlassian.net email address and added our own domain email address. I've not experienced any downside and everything has been working fine.

You can remove the default address via Settings -\> Products -\> Email Requests

Kind regards,

Conrad


author: Joseph Chung Yin
body: [@Davide Cioranu](/t5/user/viewprofilepage/user-id/5211525) -

It is my understanding that you should not conduct the action that you are asking. You can create custom email account for your JSM projects. Please take a look at the following reference link on how to do so - <https://support.atlassian.com/jira-service-management-cloud/docs/add-an-email-account/>

Please also note that if you don't want to use the built in customer notifications (comes with out of the box), then you can disable them and create automation rules to send out custom email content that fits your needs. You can locate all out of the box notification configuration via - Project \> Project settings \> Customer notifications

Hope this helps.

Best, Joseph

comments: author: Davide Cioranu
body: Hi Joseph,  
Thanks for explaining this, however it doesn't really answer my question.  
If we get the option available in the Product settings, why not using them?  
I understand that the system is pretty flexible to match everybody's requirements, but what you are suggesting here is to disable entirely the in-built customer notifications and re-build the notification in-house with automation (which constitutes in additional management/monitoring from us).

Is there any repercussions from removing the default email address?   
I have tested this on a test environment and I couldn't see any downsides.  

Thanks  
Davide


author: Joseph Chung Yin
body: [@Davide Cioranu](/t5/user/viewprofilepage/user-id/5211525) -

You are welcome. My suggestion is that typically we have not remove the default setup. In regards to the customer notifications, your observation is valid, I was only giving you another option if you don't like the out of the box content.

Before removing the default setup, I would recommend you to contact Atlassian Support to obtain further confirmation that if your action have any possible impacts that may effect your site - <https://support.altassian.com>.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I create automations based on the ticket changing priority?
Asked by Connor Christian:

The title may not be very clear - I have automations for P1,P2,P3 issues on creation, however, if a P3 issue was to become a P2 issue and we had to change it, it would obviously not apply the priority automations relevant to that priority. I'm looking for a way to setup automations based on changing a priority.

An example - A P3 issue is now P2 in importance. Now, I need to have a clone automation for the ticket that has become P2 (In the Priority Field).

Is this possible? It sounds relatively easy in theory, but I can only see automations based on ticket creation, or changing field values and this is where I'm struggling.

Thanks


Answers:
author: Joseph Chung Yin
body: [@Connor Christian](/t5/user/viewprofilepage/user-id/5510747) -

Welcome to the community, In Automation Rule setup, you can use "Field value changed" triggering event and focus on the "Priority" field. After the triggering event, you will need to use {{smart values}} condition to establish the value change. Lastly add your action step for cloning the issue.

![2024-06-01_12-59-48.png](https://community.atlassian.com/t5/image/serverpage/image-id/327340iFBBC9F29F30B3EE8/image-size/large?v=v2&px=999 "2024-06-01_12-59-48.png")

![2024-06-01_13-03-05.png](https://community.atlassian.com/t5/image/serverpage/image-id/327341iC80C131121DDC1D7/image-size/large?v=v2&px=999 "2024-06-01_13-03-05.png")

Hope this helps.

Best, Joseph Chung Yin


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Make comments mandatory on the customer portal.
Asked by Arooba Al Siyabi:

I want to make comments required when approving or declining requests on the customer portal page.


Answers:
author: Fabian Lim
body: Hi [@Arooba Al Siyabi](/t5/user/viewprofilepage/user-id/5433922) ,

For non-agents (i.e from within the customer portal), I don't believe this is possible at the moment, as it's not possible to have a screen as part of the approval - nor is it possible to ensure the validators activate when approving from the portal.

There are feature requests for this, check out [JSDCLOUD-6989](https://jira.atlassian.com/browse/JSDCLOUD-6989) and [JSDCLOUD-6988](https://jira.atlassian.com/browse/JSDCLOUD-6988)

Fabian


author: Joseph Chung Yin
body: [@Arooba Al Siyabi](/t5/user/viewprofilepage/user-id/5433922) -

Welcome to the community. I agreed with [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) response that currently it is not possible for non-agents to execute the operation from the portal UI to enforce the comments required.

I would suggest you to add yourself as watcher to the two specific issue links Fabian provided to stay inform when there are any progress/updates on them.

Sorry.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Close and repoen
Asked by prashanth:

After resolution, an email will go to the user to accept the resolution/happy with the resolution; if yes, then the ticket will be closed. The 2nd option to the user will be: the issue is not resolved yet/ reopen the ticket.


Answers:
author: Walter Buggenhout
body: Hi [@prashanth](/t5/user/viewprofilepage/user-id/5220438) and welcome to the Community!

While I haven't tried in practice, you might be able to set up an approval step after you resolve a ticket and use [approval by email](https://support.atlassian.com/jira-service-management-cloud/docs/manage-settings-for-approval-by-email/) to have the customer accept or decline the resolution. From the link above, you can also click through to related articles on setting up approval steps, defining approvers and configuring email options to approve/reject the resolution in this case.

However, you put the responsibility for accepting the resolution in the hands of your customer in every single case. From experience, many customers do not take the effort to actually provide that feedback and so you end up with tickets that remain open, so you will have to build additional automation rules to close tickets that have not been approved by customers after X days, cluttering your support team's queues.

As an alternative, you could also consider to actually close your tickets immediately when they are resolved, but indeed reopen them when your customer decides to reply or let you know that they are not happy with the resolution.

Hope this helps!


author: Joseph Chung Yin
body: [@prashanth](/t5/user/viewprofilepage/user-id/5220438)

Welcome to the community. I agreed with what [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) stated. In our env, we also encountered if we give the customer the setup to decide if a case can be closed or not, then we ended up with many issues opened in our system. This is why we reverted this type of implementation.

Keep in mind that in JSM, when an issue's resolution value is populated, it usually meant that the issue WF status is at the RESOLVED status (not CLOSED status). Where by default, the customers can move the issue back to REOPENED" via the portal if needed.

If you are looking at the case when the issue is at the "CLOSED" status, then you will need to modify the WF for the project to ensure that there is a transition established where it can go back to the open related status (i.e. Waiting for Support status). If it is not there, then you will need to make the change to WF. Don't forget to set the Resolution field to None(Null) when the transition happens.

Lastly, you can also utilize the setup of using Automation rule to move a CLOSED issue back to open status to support the above setup.

Take a look at this community ask (although it is back a few years ago), but the overall concept is very much the same.

<https://community.atlassian.com/t5/Jira-Service-Management/reopening-a-resolved-ticket/qaq-p/1150504>

Hope this also helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Add summary of task in the text field multiline
Asked by Andrey Miranda:

I want to configure a multiline text that adds the summary of each task that is added to this Story with a link named cause . They have suggestions on how to do it.


Answers:
author: John Funk
body: Hi Andrey - Welcome to the Atlassian Community!

I am not sure what all of that means, but let's start with the first thing.

"I want to configure a multiline text that adds the summary of each task that is added to this Story"

Are you saying that the Summary for a single story changes all the time? If so, sounds like there is some education needed on your team first and foremost. Second, you can create the multi-line text custom field as a Paragraph type.

Then add an automation rule for Field Value Changed. Select the new custom field.

In the blank box next to the field, add this:

{{issue.Custom Field}}

{{issue.summary}}

Put both lines in the same box - on top of each other as in my example.

The Custom Field shown in the example above should be replaced with the EXACT name of your field.

Let's start with that and when you have that working, we can look at the next thing you need.


Tags: data-center

jira-service-management

jira-service-management-data-center
Can I hide a comment section from Link window for both Jira issue and Web Link
Asked by Jahir H.:

While linking issues between via Jira Issue or Web Link, there are an option to add a comment like "Response to customer/ Internal comment". I would like to remove the comment section from the Link window while making a link between.


Answers:
author: Benjamin
body: Hi [@Jahir H.](/t5/user/viewprofilepage/user-id/4589078) ,

As I recall, there isn't an option to disable and enable the comments. This is there by design.

comments: author: Jahir H.
body: Thank you [@Benjamin](/t5/user/viewprofilepage/user-id/3275402)

I am looking for an option and see if it's possible via script. If Anyone done this already.


Tags: jira-issue-link

jira-service-desk-data-center

jira-service-management

weblink
Fix "I don't see my service project" adding Assist to Microsoft Teams
Asked by Joshua Mathews:

I'm trying to follow [this guide](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/) for setting up an agent team/channel in Microsoft Teams. We recently migrated our queues from Halp to Atlassian and I'm working on learning the ropes in this new system. I created a new private Team and added the Assist app to it per the linked instructions. Then, I went to chat and it is asking me "Which service project do you want to use with the agent channel, \<new Team name\>?" The list of service projects in the subsequent dropdown does not show my Jira Service Management service projects. I then selected the button at the bottom of this window that says "I don't see my service project" and they only have 3 suggestions to try:

1) "Confirm the correct site is connected" - I'm pretty sure this is correct since I have only one Atlassian account with one site for our company.

2) "Check that the project is a service project and not a software or business project" - This should be correct too since the page for this project on Atlassian says "service project" under the project name in the upper left corner.

3) "If you've recently created the service project, try again in a few minutes" - My services projects were created via the Halp migration several weeks ago, so this shouldn't be the cause either.

What else should I do?


Answers:
author: Christian
body: Hello Joshua

I don't know the specific solution to this issue, but one thing I've found with other Atlassian Teams linking is that New Teams doesn't work well in the configuration stage. If you are able, I would try using old Teams and see if that makes a difference.

Best,

Christian


Tags: cloud

jira-service-management

jira-service-management-cloud
Request Participants
Asked by David Bidle:

I have automation that sets specific users as request participants to email generated issue. However the request participants that are added via email are being overwritten and I want to just append to the list. I have tried copy from issue but that's not working. Anyone have any path forward?


Answers:
author: David Bidle
body: According to this <https://confluence.atlassian.com/jirakb/how-to-add-update-remove-request-participants-using-automation-for-jira-1157468434.html>  

Copy from issue should work


author: Mikael Sandberg
body: Hi [@David Bidle](/t5/user/viewprofilepage/user-id/5510469),

Welcome to Atlassian Community!

In order to add users to the request participants field without overwriting the existing ones you have to use the advance option, something like this will do it:

```
{
  "update": {
    "Request participants": [{
      "add": {
        "id":"<atlassianId>"
      }
    }]
  }
}
```

Note that you have use the atlassian Id for the user that you want to add.

comments: author: David Bidle
body: Unfortunately, the users being added are external to the JIRA instance and I'm not able to find their atlassianIds to add them in this manner.


author: Mikael Sandberg
body: You can, every user get an Atlassian Id, even external customer. All you need to do is use the [Find users](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-search/#api-rest-api-3-user-search-get) endpoint and if you know the email address the call would look something like this:

```
https://your-domain.atlassian.net/rest/api/3/user/search?query=mikael.sandberg@email.com
```

This will return the user's profile including the accountId which you then use to add them to the request participant list.


author: David Bidle
body: [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) Thanks! This worked


author: David Bidle
body: I also can't find the smart value for the request participants field. That may be helpful


Tags: cloud

jira-service-management

jira-service-management-cloud
Similar Custom Fields in a Multi-Section Form
Asked by Filipe Wolff:

Hey there, Atlassian Community!

Since we cannot use the same linked custom field twice in the same form, do we have to create a new custom field for each section of the form or is there a leaner way to work through this and we may be missing a step on the way?


Answers:
author: John Funk
body: Hi Filipe - Welcome to the Atlassian Community!

If you do not need to report on the individual fields, but just need to capture the data in the form for reference, then you should be able to just use a form field and not link it to a Jira field.

If you need to report on the field, the you will need to link it a custom field.

Can you give us an idea of what you are using the value in the field for?

comments: author: Filipe Wolff
body: Hey, John -

Thanks for the reply and context.

We are using the value of the field to turn it to an approver-based workflow, where whichever user was selected as the approver, gets automatically triggered to approve the request.

Now, we are supposed to use the same form for different types of requests (not request type, but a form option rather), so it seems to me we do need to create those custom fields for each option from what you said if I'm not mistaken.

Any things to consider when doing so?


author: John Funk
body: That sounds about right. Just be sure to add a Context to the new fields and not just leave them with a Global context.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to bulk upload attachments to multiple issues
Asked by Sameer Mohamed:

Hi Everyone,

I have seen multiple videos in YouTube for uploading bulk attachments in a Jira ticket using a python script. But i could not find anything on how to upload multiple attachments in multiple tickets using a csv file.

Similar to this: [Solved: Jira CLI -- how to bulk upload attachments? (atlassian.com)](https://community.atlassian.com/t5/Jira-questions/Jira-CLI-how-to-bulk-upload-attachments/qaq-p/224908)

Can someone help me with a script as I'm not aware of coding. Please guide me on this process.


Answers:
author: Mirek
body: Hi [@Sameer Mohamed](/t5/user/viewprofilepage/user-id/5438085)

I guess you can achieve this by using built in CSV import feature.

If you would look at this documentation

<https://support.atlassian.com/jira-cloud-administration/docs/import-data-from-a-csv-file/>

you would notice this part:

*You can attach files to issues created from your CSV file. To do this, specify the URL of your attachment in an Attachments column within your CSV file.*

    Assignee, Summary, Description, Attachment, Commentbob@example.com, "Issue demonstrating the CSV attachment import", "Please check the attached image below.", "https://jira-server:8080/secure/attachment/image-name.png", "01/01/2012 10:10;<your email address or Atlassian account ID>; This comment works"bob@example.com, "CSV attachment import with timestamp,author and filename", "Please check the attached image below.", "01/01/2012 13:10;<Atlassian account ID>;image.png;file://image-name.png", "01/01/2012 10:10;<your email address or Atlassian account ID>; This comment works"

*Note that URLs for attachments support the HTTP and HTTPS protocols and can be located anywhere that your Jira Cloud site can access.*

So this is definitively possible and not requires scripting (only preparing CSV file). If you want to update existing issues (add an attachment later) then you have to add additional column (for key to be recognized by Jira) - that is also described in the documentation above.

comments: author: Sameer Mohamed
body: [@Mirek](/t5/user/viewprofilepage/user-id/781521)

My request is to upload the attachments from local device by pasting the path in CSV file with Issue key.

If we use above documentation, then do we have to upload the invoices anywhere in Jira Cloud like Confluence etc?

Or can we paste Google Drive link?


Tags: attachment

bulk-edit

cloud

jira-service-management

jira-service-management-cloud

script
Not able to Approve Tickets
Asked by John Lombardo:

I had a support request that a service desk for when an approver is added to the approval field in the ticket, the person who needs to approve is receiving the ability to approve in either the customer portal nor an email.

I may be missing something simple, but this is usually something pretty easy to accomplish. I even created a test ticket type that included a waiting for approval status, and the same issue persists.


Answers:
author: Fernando Eug?nio da Silva
body: Hey [@John Lombardo](/t5/user/viewprofilepage/user-id/5368834)

Have you did the Workflow configuration approval? You can see the details about how to do this here: [Set up approvals for your project \| Jira Work Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-work-management/docs/set-up-approvals-for-your-project/)

Before the 'Approval' button be displayed, you need to configure your workflow for this action. If you already did this thing, please, let us know with some screenshots or anything that can help us to identify your problem.

Best,

Fernando


Tags: cloud

jira-service-management

jira-service-management-cloud
!~ operaror not working in query
Asked by jwarming:

I have a cutom query for a queue like this that works perfectly

assignee in (currentUser()) AND resolution = Unresolved AND text \~ QQQ

However this one gives me an error

assignee in (currentUser()) AND resolution = Unresolved AND text !\~ QQQ

If QQQ is not found in the text I dont want it in the queue.


Answers:
author: jerson gevera
body: I have same problem, for some reason !\~ will only work on specified fields summary and description only  

assignee = currentUser() AND summary !\~ QQQ AND description !\~ QQQ

Maybe because text and comments are returning multiple values thats why it did not work   
if theres like array kind of reading maybe it will work


author: jwarming
body: Hi Trudy,

Same issue was raised here:

<https://community.atlassian.com/t5/Jira-questions/Can-we-use-quot-quot-operator-with-text-field/qaq-p/2135011>


author: Trudy Claspill
body: Hello [@jwarming](/t5/user/viewprofilepage/user-id/4391472)

Welcome to the Atlassian community.

What error are you getting? Are you getting an actual error message, or are you getting results that don't match your expectation?

Using "text" means that many text fields in the issue will be searched as per the documentation here:

<https://support.atlassian.com/jira-software-cloud/docs/jql-operators/#DOES-NOT-CONTAIN----->

Do any of the specified fields or any of the comments include "QQQ" in some form? If so, then those issues will NOT be included in the results.

comments: author: Trudy Claspill
body: I have reviewed the documentation for searching with the "text"field, and it states that the !\~ operator is not supported for that field.

<https://support.atlassian.com/jira-software-cloud/docs/jql-fields/#Text>

The **only** supported operator is \~.


Tags: cloud

jira-service-management

jira-service-management-cloud