youngmon/atlassian-qna huggingface dataset:
How to validate the web request function?
Asked by Ben Hart:

I am writing an Automation rule that makes a outbound web request. The custom bosy includes three smart values for which I have log to audit tasks verifying all three are being properly defined.

However the webresponse is a 400 each and every time. I can successfully make this request in Postman substituting values for the smart values of course.. but the syntax, formatting, headers, authentication.. everything is the same.

I also have audit log tasks for {{webResponse}}, and {\[webresponse.body}}, any chance there is a {{webRequest}}?

That's a joke.. I tried, there isn't one. But is there any way to validate whats actually being sent out?


Answers:
author: Michel Neeser
body: Hi [@Ben Hart](/t5/user/viewprofilepage/user-id/5479079)

What I always do in such a case is replacing all the smart values with fixed values, just to make sure that the smart values aren't the problem.

Furthermore, you can use a tool like <https://webhook.site> to send your request to, in order to see what is actually being sent. There is no out-of-the-box way to debug the request in the automation rule itself, at least not as I know of.

Hope this helps!

comments: author: Ben Hart
body: That is AMAZING! Never knew such a place existed.. sad as it is to admit that. But I'd hug you if you were within grabbing range. This is helpful on at least 6 different levels.


author: Michel Neeser
body: [@Ben Hart](/t5/user/viewprofilepage/user-id/5479079) Glad I could help, and thank you for accepting the answer! :-)


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Customer Field Automation
Asked by Lucca Fernandes:

Good morning guys,

I have a mission to do:

Today, we use JIRA Service Management to serve our customers, we needed to create an automation that would identify the rapporteur's email and automatically associate the Organization field based on the email that is linked to it.

In addition, I have another field called ENTERPRISE that has exactly the same content as the Organization, I needed that whenever the customer opens a ticket in JIRA and does not inform the ENTERPRISE field based on the email he opened the automation to identify which was the organization that he is registered and link both the organization field and the ENTERPRISE field.

I made an automation like this:

![Captura de Tela 2024-05-06 a?s 14.45.14.png](/t5/image/serverpage/image-id/322150i4BC5D6F9B8F36DB2/image-size/large?v=v2&px=999 "Captura de Tela 2024-05-06 a?s 14.45.14.png")![Captura de Tela 2024-05-06 a?s 14.44.54.png](/t5/image/serverpage/image-id/322149i907834CAD7047E44/image-size/large?v=v2&px=999 "Captura de Tela 2024-05-06 a?s 14.44.54.png")

You can see that I'm using a predefined field to link the organization, but I would like to use a logic for it to do this automatically and I don't need to put all the organizations I have because they are MANY


Answers:
author: Vijay Dadi
body: Dear [@Lucca Fernandes](/t5/user/viewprofilepage/user-id/5166305) ,

If you are looking for a trigger condition, you can use {{reporter.emailaddress}}="xxx" smart value to build your automation. I am not able to understand the language in screenshot.

Hope it helps !

Vijay


Tags: cloud

jira-service-management

jira-service-management-cloud
How to automatically link an issue to a user asset
Asked by Christian Grimberg:

Hi everyone!

I've configured an asset schema to manage users and I set an attribute from specifics groups in Jira:![Screenshot 2024-05-06 141805.png](/t5/image/serverpage/image-id/322141i7B0D07284533CC14/image-size/large?v=v2&px=999 "Screenshot 2024-05-06 141805.png")

I don't know how to link existing issues or new ones from client (reporter user) as the same user on this asset in an automated way.

Can you help me?


Answers:
author: Vijay Dadi
body: you can the following.

1. Have schema created for assets and with Used By field which will be user picker and assign users to assets.

2. Write a global automation on issue submission.

3. Write a Asset Lookup step which searched for a asset depending on "reporter" field

4. Have a field "Affected Asset" on your issue view screen.

5. Edit the issue and set your Affected Asset using lookupObjects results.


Tags: cloud

jira-service-management

jira-service-management-cloud
Null Webresponse body
Asked by Vijay Dadi:

Dear All,

I am trying to make a web request to jira user table and extract the accointId. I am getting a successful web response with a status code as 200. But the webResponse.body is getting returned as null (\[\]). Webresponse screenshot attached below for reference. At the end you can notice that the body is returned as null but from postman, I am getting a proper web response body with jira account details.

![automation.jpg](/t5/image/serverpage/image-id/322138iB2972BFFC1DC0E92/image-size/large?v=v2&px=999 "automation.jpg")

Any guidance is much appreciated.

TIA

Vijay


Answers:
author: Vijay Dadi
body: Well, I found an answer to my question.

The API token has to be base64 encoded value


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

webhook
How to get the comment count per Agent
Asked by Ashish Chopade:

Would like to get the report of comments updated in the Tickets by the Agent. In short, we need the the productivity of the Agent.

How many comments per day are added by the Agent in the ticket.


Answers:
author: Kian Stack Mumo Systems
body: [@Ashish Chopade](/t5/user/viewprofilepage/user-id/5491113),

I'm not sure that number of comments is a true measure of productivity. A more accurate metric might be number of tickets worked/resolved? Those metrics are available out of the box.

If you did want to track the number of comments, you could do that using automation for Jira, or you could look at an [app](https://marketplace.atlassian.com/apps/1219476/comment-custom-fields-for-jira?hosting=cloud&tab=overview) such as this. I'm not sure how that app would handle reporting though.

comments: author: Ashish Chopade
body: How we can get how many number of tickets worked by any of Agent?


author: Kian Stack Mumo Systems
body: I would write a filter that shows all of the tickets that have been resolved - something like project = "x" and resolution is not empty.

Once you have your filter, I would create a [new dashboard](https://support.atlassian.com/jira-software-cloud/docs/work-with-dashboards-in-jira-cloud/). Add a pie chart gadget and set your metric to assignee.

If you want, you can create multiple filters to see how many tickets they've worked on in the past month, 6 months, ect. by adding date filters such as project = "x" and resolution is not empty and created \>= -30.


Tags: cloud

jira-service-management

jira-service-management-cloud
Close tickets after X days of inactivity after a first ping
Asked by Ender P_:

Hi there,

Using a workflow, can how can I accomplish the following.

1. Ping the user on a ticket that's on a waiting for Customer for 5 business days (non-weekends) that their ticket has been waiting for 5 days and that after 48 hours of no response it will be closed

2. Close the ticket once it has past 48 hours, pinging the user on the same ticket that the ticket has been closed due to no response.

Thanks!


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Ender P_](/t5/user/viewprofilepage/user-id/5491097) and welcome to the Community!

These kind of scheduled actions can only be accomplished with Jira Automation. There actually even are templates for it when you open the Automation Tab in your project settings.

Have a look and feel free to come back with any questions :)

comments: author: Ender P_
body: Hi there Rebekka,

Thank you for the details - Yes, I saw that there are two workflows within the templates section, once called Prompt customer for a comment and the other one called Resolved issues due to no activity.

I was looking into having all this in one same automation, I'll need to play around with it.

Thanks!


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to validate if the user of the ticket is part of the group on create screen
Asked by sreeja pathapelly:

Problem statement:

I have two user groups. One is authorized group to raise the ticket, the other is unauthorized group of users.   
1. If the reporter of the ticket is authorized group, no validation goes ahead and create the ticket. (Hide the approver list here)

2. if the reporter of the ticket is from authorized group, we need to choose a user from a field called "Approvers" list, make it required to fill and submit the form.


Answers:
author: Kian Stack Mumo Systems
body: [@sreeja pathapelly](/t5/user/viewprofilepage/user-id/5438118),

You should check out [ScriptRunner for Jira](https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=datacenter&tab=overview). This is something that the [behaviors](https://docs.adaptavist.com/sr4js/latest/features/behaviours) feature can help with.

Thanks,

Kian

comments: author: sreeja pathapelly
body: [@Kian Stack Mumo Systems](/t5/user/viewprofilepage/user-id/853673) Yes, we have ScriptRunner. Can you help with any sample code if possible?


author: Kian Stack Mumo Systems
body: [@sreeja pathapelly](/t5/user/viewprofilepage/user-id/5438118), I don't have sample code for you, and I do not easily have access to a DC environment to write any. I would review the following to get an idea of how the behaviors are written.

* [SciptRunner Library](https://library.adaptavist.com/search?library-content%5Bpage%5D=6&library-content%5BrefinementList%5D%5Bapp_pretty_names%5D%5B0%5D=ScriptRunner%20for%20Jira&library-content%5BrefinementList%5D%5Bplatforms%5D%5B0%5D=dataCenter&library-content%5BrefinementList%5D%5Bfeature_names%5D%5B0%5D=behaviours)
* [Behavior documentation](https://docs.adaptavist.com/sr4js/latest/features/behaviours)


Tags: data-center

jira-service-management

jira-service-management-data-center
Making smart values work with +/- operator in the plusBusinessDays() function
Asked by Stefan:

I would like to use a smart value with the +/- operator in the plusBusinessDays() function for setting the due date of an issue.

So this works:

{{customfield_10015.plusBusinessDays(issue.Duration)}}

but when I try to use the +/- operator

{{customfield_10015.plusBusinessDays(issue.Duration+1) }}

the script runs through with setting the due date to NULL

any ideas?


Answers:
author: Kalyan Sattaluri
body: Hello [@Stefan](/t5/user/viewprofilepage/user-id/5491026)

Welcome to community.

Correct syntax is:

{{customfield_10015.plusBusinessDays(issue.Duration.plus(1)) }}

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-math-expressions/#Plus-Minus>

Hope it helps and accept answer if issue's resolved. Thanks!

comments: author: Stefan
body: Many thanks for the quick reply [@Kalyan Sattaluri](/t5/user/viewprofilepage/user-id/5312306)!

It works :)


Tags: automation

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Exclude the Current day from JSM Dashboard Widget
Asked by Rijnhard Hessel:

![RemoveCurrentDay.png](/t5/image/serverpage/image-id/322092i17CD141F493B7405/image-size/large?v=v2&px=999 "RemoveCurrentDay.png")

The above shows a snippet from our Dashboard with the JSM SLA metric Dashboard widget.

This has been driving our Customer Experience department a bit mad, what they want is for the Time to First Response and Time to Resolution SLA metrics to exclude the current day, because those still include issues in progress and that affects the overall score.

We tried adjusting the JQL to only show stats for issues older than 1 day, but then it brings the current day to 0% and even more adversely affects the headline stats.

Any suggestions?


Answers:
author: Brant Schroeder
body: [@Rijnhard Hessel](/t5/user/viewprofilepage/user-id/1143998) welcome to the Atlassian community

Can you share the JQL you are using? Also if you know how the report is functioning what is the issue, are they still struggling to interpret the information?


Tags: cloud

jira-service-management

jira-service-management-cloud
I lost the access to my project
Asked by Yauheni Zoryn:

I lost access to my project in Jira. I'm the project administrator. This happened after my free plan exceeded its user limit. I deleted the extra users and returned to the free plan, but access to the project board was not restored. Now I only have access to the settings and the issue and filters section. When I follow the link to my project board I see that I don't have access - "Sorry, you can't view this page. This page is available to Jira users only. Reach out to your administrator to request Jira access." But I have access. What do I need to do to regain full access to my project?  

Thanks in advance!![?????? ?????? 2024-05-06 ? 16.37.21.png](https://community.atlassian.com/t5/image/serverpage/image-id/322091i85A8131B7C947C7B/image-size/large?v=v2&px=999 "?????? ?????? 2024-05-06 ? 16.37.21.png")![?????? ?????? 2024-05-06 ? 16.37.38.png](https://community.atlassian.com/t5/image/serverpage/image-id/322090iFC997C020E3A4856/image-size/large?v=v2&px=999 "?????? ?????? 2024-05-06 ? 16.37.38.png")![?????? ?????? 2024-05-06 ? 16.38.21.png](https://community.atlassian.com/t5/image/serverpage/image-id/322089iDD8970E8EFC4F4E0/image-size/large?v=v2&px=999 "?????? ?????? 2024-05-06 ? 16.38.21.png")


Answers:
author: Trudy Claspill
body: If you go to Project Settings can you access the Access page? If so, what does it show there for the Access level of the project (if that is shown at all) and does it show you in the list of users with any Roles allocated?

Have you checked in User Management to confirm that you still are granted a User role in the Jira product? Click on the gear icon near your avatar and select User Management. If you can't access that, you may need to talk to your Organization Administrator to ensure you are still set up as a User of the product.


Tags: cloud

jira-service-management

jira-service-management-cloud
why does a ticket get automatically assigned to the agent
Asked by Rachel:

When a helpdesk agent submits a ticket via mail, the ticket get automatically assigned to them. The ticket should just arrive in our "unassigned" que.

There is no automation that triggers this and it only happens when an agent of the project submits a ticket.

Question is: Why? and how can i change it back? this used to work before,


Answers:
author: James Shaffer
body: Did you check if the Default assignee is set? It's under Project settings.

comments: author: Rachel
body: Default assignee is set to unassigned. so it's not that


author: Dan Breyen
body: Hi [@Rachel](/t5/user/viewprofilepage/user-id/4683618) does your JSM Project use components? If so, that could be another way that tickets are getting assigned.

My Service Requests are assigned a component, and with JSM (Jira) you can use a 'Default Assignee' for each component. So when that component is selected, the Service Request automatically gets assigned to someone. You could look at your Components in Project Settings and see if there is a Default Assignee assigned to it.

Hope that helps.

comments: author: Rachel
body: Hi Dan,

No our project doesn't use components.


Tags: cloud

company-managed-projects

jira-service-management

jira-service-management-cloud
What can occur if i change de key of the project?
Asked by max:

I want to change the key of the project but i recive this message.

Changing the project key will start a background re-index of your project, and may break some external integrations.

At this point i don't have any external integration, but i want to be sure i don't make a change i the project doing this.


Answers:
author: Jack Brickey
body: It is hard to answer this completely not understanding your environment. However, if you don't have any external integrations, you really should be fine. You won't be able to reuse the old key for another project.

comments: author: max
body: Thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
Default link value when creating new issue in related project from Service Management Project
Asked by Jochen Betz:

Working in a Service Management Project, the team members might need to seek support in specialist departments. In order to do so, they'll create linked issues. Each specialist department has there own Jira Project (normal, no service management). In addition there are other Jira Projects not affected by this at all and some other Service Management Project affected neither.  

From this context it's clear, that the only meaningful relation type when creating the request to a specialist department is "is caused by". Unfortunately there plenty of options for the user to select something wrong. To avoid this I would like to

1. either (and best) limit the possible values of this drop down list to "is caused by"
2. or at least make it the default value
3. -\> In both cases, it should ONLY affect this particular service desk project, not any other.

How can this be achieved? The only similar question about this was [this.](https://community.atlassian.com/t5/Jira-questions/Set-default-value-for-linked-issue/qaq-p/673851)

But in this case there are a) still all other values possible to be selected and b) it will affect ALL other projects.


Answers:
author: Trudy Claspill
body: Hello [@Jochen Betz](/t5/user/viewprofilepage/user-id/5276364)

With native Jira cloud functionality neither 1 nor 2 are available.

There is an open change request concerning customizing link types per project:

<https://jira.atlassian.com/browse/JRACLOUD-16325>

You might want to investigate third party apps that relate to issue links to see if any of those can provide the functionality you want:

[https://marketplace.atlassian.com/search?hosting=cloud\&product=jira\&query=issue%20links](https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=issue%20links)

comments: author: Jochen Betz
body: Thank you [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) for you fast and honest reply.  

It's once more very sad to see how issues at Atlassian are treated. This one was created in 2009!?!?!?

I was aware of the fact that some functionality has been removed from Atlassian products just to bring them back as plugins you have to pay for or not at all or depend on 3rd party apps, even for things you would see as essential i.e for a buck-tracking tool.

This case/requirement might be different, but what it basically means is: Forget about this functionality. At the time it might be available (if ever) you probably will be retired.


Tags: cloud

jira-service-management

jira-service-management-cloud
In Request types in a project I can't add paragraph type field in context fields. How can I add it?
Asked by Vera Valshonok:

Hi Community!

Pelase help me figure out why can't I add paragraph type field in context fields when I am in Request types in a project. How can I add it? I've succeeded somehow to add it in the other project, but it did not work from the first time. I need a field in order to use it after in the workflow as the one for the Rule - remind people to update fields.

Thanks!


Answers:
author: Vijay Dadi
body: Dear [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) ,

In order to use the issue fields in the workflow, it has to be a Jira custom field.

If that is your requirement, I suggest you to make use of forms. You create a paragraph field in Jira and link that field to a field on a form and this field you can use it in your workflow.

Hope this helps !

Vijay

comments: author: Vera Valshonok
body: I don't want these fields to be seen in the request form for the customer.

How do i make them hidden from them?


author: Wayne Ford
body: To add a paragraph field in Jira:

1. Select the right request type from your project's settings.
2. Add a new paragraph field in the fields section. [aarp membership age](https://www.aarp-membership.com/)
3. Save it and use it in your workflow rules.

comments: author: Vera Valshonok
body: Hi, I fcan not add a paragraph in the Request type fileds section (context fields) , I want it to be invisible ( hiddedn) in the ticket and be a part of context fields.


Tags: cloud

jira-service-management

jira-service-management-cloud
picture attachments in JSM projects are not displayed. Anyone else?
Asked by Markus Ernst:

Hi all,  
since this morning picture attachments in JSM projects are not displayed. It just shows "preview is created...". It is on all JSM projects. In JWM and JS projects everything is fine. Does anyone else face this issue? <https://status.atlassian.com/> does not mention anything. Support ticket already created. Just wanted to check if somebody else is facing the problem. Thanks


Answers:
author: Dirk Ronsmans
body: Looks like it was an issue but should now be resolved:

<https://jira-service-management.status.atlassian.com/incidents/1qp0842zhtq6>


author: Dirk Ronsmans
body: Hey [@Markus Ernst](/t5/user/viewprofilepage/user-id/2647408) ,

I think this might be a broader issue since other members here are also posting about it.

eg. <https://community.atlassian.com/t5/Jira-questions/Images-failing-to-load/qaq-p/2689488>

I suggest awaiting the feedback from your Support ticket.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to add a quick filter for Epic by default
Asked by Ali Nemer:

Hi

before, whenever I copid the default board, then edit the board to make it for the new project, it will have a quick filter for Epics by default

Please see this image

![image.png](/t5/image/serverpage/image-id/322038i63ABFA0D885EFA2F/image-size/large?v=v2&px=999 "image.png")

however, when I followed the same steps for the project I creatd yesterday, it did not appear

![image.png](/t5/image/serverpage/image-id/322039iF79FC7A2DF620EAD/image-size/large?v=v2&px=999 "image.png")

I even deleted the project, and recrated the project again but this time I followd the steps by looking and the guide ( not from my memories like the first try ) and still did not work

can you please help

thanks


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

Are both projects of the same type? Meaning is one Team-managed and the other Company-managed? If they are both the same type - which type are they?

comments: author: Ali Nemer
body: Hi

both Company-managed


Tags: cloud

jira-service-management

jira-service-management-cloud
Does JSM have a call log or any add-on for registering the support calls?
Asked by Adil Parmar:

I am looking for an option for logging the customer calls received for small issues - which usually get resolved on calls.

Is there any option where the agents can log these calls and they don't get into the cycle of tickets - because someone has to close such tickets adding to the time of agents.

It would be great if someone suggests a solution!


Answers:
author: Brant Schroeder
body: [@Adil Parmar](/t5/user/viewprofilepage/user-id/5195176) I am not aware of any apps that would do this. You can generate a ticket in the portal and have an automation close it out.


Tags: cloud

jira-service-management

jira-service-management-cloud