youngmon/atlassian-qna huggingface dataset:
JSM Customers as approvers
Asked by mrollf:

Hi Community. I have question about JSM Approvers. Is it possible for a Licensed Customer to approve Issues? I saw in the project settings we can set an email to go out for pending approval and even allow the emailed user to approve from the email. Would you say this is the best way to go about this?  

I Know how to set default approvers and approver groups, but I would like to know if customers can do the approving and what methods might be used for them to be able to do it, as I will have to document the process and make an SOP guide for my Organizations Leadership.  

Thank you for your time!


Answers:
author: Christopher Yen
body: Hi [@mrollf](/t5/user/viewprofilepage/user-id/5407950)

Approvers (at least in our use case) are usually customers and on the customer license, typically the reporter's manager. In our instance we send an email as well as a slack message alerting the approver of the request.

Here is the Atlassian documentation on approvals  
<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-approval-stage-for-a-request/>

hopefully this helps! let us know if you have further questions


Tags: approver

cloud

jira-service-management

jira-service-management-cloud
Lookup issues then create a table with links to the issues
Asked by EH:

Hi, I'm looking to create an email which does a lookup issues:

status != "done" and duedate = now()

Then creates links to the tasks found in the lookup so they can be emailed out. I am not certain how to take the data I'm returning and get it to format the tasks to include the links, rather than just plain text. Full-on newbie with JQL and smart values.

Any help would be appreciated. ![Screenshot 2024-08-08 115831.png](https://community.atlassian.com/t5/image/serverpage/image-id/340791i6C5BF4C6F077A7BD/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 115831.png")

*** ** * ** ***

![Screenshot 2024-08-08 115850.png](https://community.atlassian.com/t5/image/serverpage/image-id/340790i8C64DA323C758E4C/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 115850.png")


Answers:
author: Christopher Yen
body: Welcome to the community [@EH](/t5/user/viewprofilepage/user-id/5564003) !

So I've done this but instead of table I generate a bullet point list in an email, I'll include my email formatting below so you can use it as a reference

```
Good morning, the following tasks are due today
<ul>
{{#lookupIssues}}
<li><a href="{{url}}">{{key}} : {{Summary}}</a></li>{{/}}
</ul>
```

![2024_08_08_12_06_10_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/340833i26173C158DD10E8C/image-size/large?v=v2&px=999 "2024_08_08_12_06_10_Window.png")

comments: author: EH
body: That worked perfectly, thanks Christopher! Interesting formatting.


Tags: automation

jira

jira-service-desk-cloud

jira-service-management-cloud
How to Link ProForma Form in a email?
Asked by Brady Buttrey:

Hi everyone,

I am using Jira Service Management Data Center and need to send out a form to customers upon issue closing. I would like to set up an automation that sends a link to the form but I am not seeing a way to get a link to a ProForma form within JSM. Does anyone know a way that I can send the survey/form out to customers via email through an automation/how I can get a link to the ProForma form?

Note: I am using ProForma lite, not the paid edition.


Answers:
author: Olha Yevdokymova_SaaSJet
body: Hi [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170)   
If you are okay with add-ons you can use [Smart Jira Forms](https://marketplace.atlassian.com/apps/1227085/smart-jira-forms?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How-to-Link-ProForma-Form-in-a-email_17082024). the external sharing features is super valuable when collecting responses from external users. The core of this will be leveraging Jira Automation and the external sharing capability of Smart Jira Forms.

1. **Create Your Feedback Form:** Design a form within [Smart Jira Forms](https://marketplace.atlassian.com/apps/1227085/smart-jira-forms?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_How-to-Link-ProForma-Form-in-a-email_17082024) tailored to gather the specific customer feedback you need.
2. **Generate External Link:** In the form settings, navigate to the 'Setting' tab and click on 'Share form'. This will provide you with a unique URL that anyone can access to fill out the form.
3. **Jira Automation Rule:** Set up an automation rule in your Jira Service Management project:
   * **Trigger:** Issue transitioned to 'Closed' or another relevant status indicating closure.
   * **Action:** Send an email to the customer. In the email body, include the external form link you generated earlier. You can customize the email template to provide context and encourage feedback.

Also you can manually add form to issue, so the customer can submit it inside the issue or send form as embed element inside email or like a simle link.


author: Fabian Lim
body: Hi [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170)

If you are sending a new jira form (proforma form) after the closing of the ticket, you can send an email that takes them back to the original ticket. They will then have to edit the form to complete it.

Steps:

- After the transition is closed, have an automation to attach the Jira Form

- then send an email action with {{Issue.url}} somewhere in the message description

- the customer will go to the portal and edit the form

- You can then have an automation for submission and transition the status to fully close the ticket

New jira automation for forms: <https://community.atlassian.com/t5/Jira-Service-Management-articles/4-New-Form-Automation-Components-for-Jira-Service-Management/ba-p/2018674>

Regards,

Fabian


Tags: automation

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

proforma

server
show issues on request type form based on selected assets object
Asked by Marco Brundel:

Hi,  

On a request type form we have an Assets custom field. Now we want when a certain object is selected in this field that the open issues that are linked to this object are shown in an issue-picker field. Is this possible?  

With a Behaviour for example?  

This concerns Jira Service Management DC and we have Scriptrunner.  

regards, Marco


Answers:
author: Adolfo Casari
body: [@Marco Brundel](/t5/user/viewprofilepage/user-id/1162861)Since you are on DC with scriptrunner that is doable with a behaviour.

With the object id perform REST API call to get all issues

(<https://jira.atlassian.com/browse/JSDSERVER-11131>)

Then use the behaviour API to fill the issue-picker field with the list of issues returned above.

comments: author: Marco Brundel
body: [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257) Thanks for your answer.  
I'll go try this option.

regards, Marco


author: Marco Brundel
body: [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257)   
Do you have an example of a behavior script?  
I couldn't find one on <https://library.adaptavist.com/>.

regards, Marco


Tags: asset

assets

behaviours

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
How to show assigned laptops in assets based on custom field
Asked by Christian Radwanski:

Hi all, I am trying to display laptops assigned to the user chosen in another field.  
I have given each laptop the attribute "Assigned" and chosen their Atlassian accounts.  

The goal is to display only the device assigned to that user via a service desk front end form for users.When replacing "Assigned" = ${customfield_11447.label} with "Assigned" = ${reporter.label}. It does work, if i will try and get the same (myself) from a customfield, it won't show anything.  

Anything I am doing wrong here?, I have been googling/reading documentation and trying things for weeks.  
++**--------------
*User picker i have made (asset field type customfield ID 11447, this is where i choose the user):***++   

**Filter scope (AQL):** objectType = "Laptops"

**Filter issue scope (AQL):** None

**Allow search filtering by these attributes:** Assigned

**Object attributes to display on issue view:** Assigned

**Field can store multiple objects:** No

**Display a default object when this field appears in a customer portal:** No  
------------  

++***The asset field that should show only devices assigned to the user:***++   

**Filter scope (AQL):** objectType="Laptops"

**Filter issue scope (AQL):** "Assigned" = ${customfield_11447.label}

**Allow search filtering by these attributes:** Assigned, Model, Serial Number, Created, Ownership Type

**Object attributes to display on issue view:** Model, Assigned, Serial Number, Created, Ownership Type

**Field can store multiple objects:** No

**Display a default object when this field appears in a customer portal:** No


Answers:
author: Christian Radwanski
body: bump


author: Rudy Holtkamp
body: Hi [@Christian Radwanski](/t5/user/viewprofilepage/user-id/5186663) ,

Quick question: Is this correct?

**User picker** i have made (asset field type customfield ID 11447, this is where i choose the user):  
Filter scope (AQL): objectType = "**Laptops**"

Shouldn't you have an object 'User', or maybe better, create a User picker field (single select) which contains all JSM customers and use that for the filter issue scoping of the Laptop asset field?

comments: author: Christian Radwanski
body: You can't have a standard user picker, the custom field must of the type "asset".  

"The AQL query contains one or more placeholder custom field IDs that are invalid or not Assets object fields."  

The laptops must have an assigned user which does not make much sense to create a new object type. The problem will persist, what is weird that using reporter.label does work but customfield.label does not.


Tags: asset-management

assets

assign

cloud

customfield

jira-service-management

jira-service-management-cloud
Jira cloud Service desk queues
Asked by Gira Desai:

I have created a queue called "Daily Created Issues" but keep using issues from previous day. What do I need to modify where only tickets created within 24hrs appear in that queue. I have attached a screenshot for reference.

![Screen Shot 2024-08-08 at 9.28.40 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/340764iA35E88132F94B0E5/image-size/large?v=v2&px=999 "Screen Shot 2024-08-08 at 9.28.40 AM.png")![Screen Shot 2024-08-08 at 9.33.13 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/340763i52FB1F07FC1484D6/image-size/large?v=v2&px=999 "Screen Shot 2024-08-08 at 9.33.13 AM.png")


Answers:
author: Dirk Ronsmans
body: Hey [@Gira Desai](/t5/user/viewprofilepage/user-id/3553867) ,

Do you want to see items from the last 24 hours or just from today?

If just today then created \>= startofday() should be enough (without the -1d)

the additional parameter you added actually goes back to the start of yesterday instead of the start of today

comments: author: Gira Desai
body: [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602) Thank you for your feedback. That is exactly what I needed and have modified my query and it worked. Help is greatly appreciated!


author: Victor Law
body: Hi [@Gira Desai](/t5/user/viewprofilepage/user-id/3553867)

Welcome to the Atlassian Community.

Perhaps you can consider the following JQL query for issues created in the last 24 hours:

```
created >= -24h
```

Thank you.

comments: author: Gira Desai
body: Hi [@Victor Law](/t5/user/viewprofilepage/user-id/391946)

Thank you for your reply. I modified JQL query as suggested but still not seeing any change.


author: Victor Law
body: Hi [@Gira Desai](/t5/user/viewprofilepage/user-id/3553867)

The JQL provided in the previous post includes all the Jira issues created in the last 24 hours. Hence, it will still include some tickets from yesterday.

If you are looking for a JQL query that focus on the tickets created Today (after 12:00 am), then you can try the following JQL instead:

```
created >= startOfDay()
```

Thank you.


author: Gira Desai
body: [@Victor Law](/t5/user/viewprofilepage/user-id/391946) That work!!! Thank you so much. This is very helpful.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service Management - This request type includes a form that can?t be seen in this view
Asked by Han LE:

Hello community,

I created a request type, attached a form to this request.

When create an issue with this request type, I have a message saying that "This request type includes a form that can't be seen in this view. Create an issue using all fields on this request type and its form in the portal."

When click on the portal, it works well.

![Request types_1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/340756iE0965D0C789155D4/image-size/large?v=v2&px=999 "Request types_1.jpg")  

Thinking that is a display problem in the form attached, I replace the real form with a blanco form -\> same message.

Thank you in advance.


Answers:
author: Kris Dewachter
body: Hi [@Han LE](/t5/user/viewprofilepage/user-id/5563933) ,

Welcome to the Community.

There is no error in the form. This is default behaviour.

Forms in Request Types are not displayed like in the portal. In the backoffice, you will only see the fields that are defined in the request type, outside the form. That's why you see this warning message.

Therefore it's always advised to create JSM tickets via the portal.

You can still create the ticket in the backoffice, but you can only enter the form AFTER creating the ticket. In the ticket detail view, click on the "Add Form" button to add it.

![Screenshot 2024-08-08 at 16.21.02.png](https://community.atlassian.com/t5/image/serverpage/image-id/340771iF11896B87B57E46F/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 at 16.21.02.png")

Best regards,

Kris

comments: author: Han LE
body: Hello Kris,

Thank you for the information. I didn't know it's a normal behavior.

I just want to attach directly the form in the ticket so users don't have to.

We will then use only the portal for this request type.

Regards,

Han


Tags: cloud

jira-service-management

jira-service-management-cloud
When cloning incident from SM to another SM, all attached images don't move.
Asked by rtamam:

Hi we created an Automated rule that move incident from 1 SM to another.

For some reason, attached pictures always got lost in the movement.. any idea why?


Answers:
author: Kris Dewachter
body: Hi [@rtamam](/t5/user/viewprofilepage/user-id/4282327) ,

How do you "Move" an issue via an automation rule ? As far as I now, there is no MOVE action.

It's possible to move an issue by cloning it into another project. I presume you are doing it like that. If so, can you check if you are cloning the "attachment" field also.

Best regards,

Kris

comments: author: rtamam
body: You're correct, Kirs/

I'm using the method you mentioned, cloning and delete the original.

I'll check your suggestion, thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to migrate affected services (standard field in JSM for changes) between 2 jira cloud instances
Asked by Vincent Kopa _Ovyka_:

Hello community :-)

How to migrate affected services (standard field in JSM for changes) between 2 jira cloud instances ?

We need to merge two cloud instances, but it seems that the "**Affected Services**" field isn't supported by the Jira Cloud Migration Assistant (JCMA), as the services values are empty in the target project (services tab configuration), and also not copied ticket to ticket.

Is this field not supported by JCMA?

If it's not supported, can we use the REST API to

1. **copy configurations** to the destination project ?  
the REST API seems lacking (only a GET method): <https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-service-registry/#api-rest-atlassian-connect-1-service-registry-get>

2. **transfer values** from ticket to ticket (source to destination) using a Python script?

If we have at least 2. we could do 1. manually, then update the values in all the migrated tickets using a script.

Thank you in advance for your assistance.


Answers:
author: Vincent Kopa _Ovyka_
body: Our current situation for this:

1. we've had to manually recreate the Services: Although they use Assets, they're in a locked schema where you cannot setup any import... (so not even through the REST API I think)

2. we can sync the Services field as any other field using a script, but it's more complex as it's kind of an "Assets" field.

I haven't found any better solution yet, I'm still willing to test better things if someone has any better idea.


author: Fabian Lim
body: Hi [@Vincent Kopa _Ovyka_](/t5/user/viewprofilepage/user-id/589029)

Have you tried using this: [https://marketplace.atlassian.com/apps/1211611/configuration-manager-for-jira-cmj?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1211611/configuration-manager-for-jira-cmj?hosting=cloud&tab=overview)

It's a great app from appfire [@Cody Wooten _Appfire_](/t5/user/viewprofilepage/user-id/1861794)

comments: author: Vincent Kopa _Ovyka_
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) , thanks, we're partners with Appfire, and their apps are very good indeed.

JSM is only marked in the roadmap though, and I didn't find any mention of Assets (holder of the "Services") or Services.

cf. for reference:

* <https://appfire.atlassian.net/wiki/spaces/CMJC/pages/560890337/Product+roadmap+Cloud-to-cloud+configuration+deployment+use+case>
* <https://appfire.atlassian.net/wiki/spaces/CMJC/pages/1160020327/Migrate+Service+Management+projects+to+the+Cloud>


author: Fabian Lim
body: To be honest, the best way to go is to do what you mention on the post.

1. Make sure you are in premium JSM in the target

2. Transfer the services through api or even a object import over so that the options are available.

3. Export the tickets into a csv. Use excel to match and populate the service to the new service field, most likely you may have to enter the "Key/ID" of the new services in a new column".

4. Import the tickets with the bulk import.


Tags: cloud

jira-service-management

jira-service-management-cloud
Turning Alert into Issue
Asked by Tyler Cassar:

Now that Opsgenie is being deprecated and Alerts are directly in the Teams Section, what is the correct way to turn an alert into an issue?  

Our teams would like to have certain alerts that are received via an integration turned into an issue but the automation software does not allow for issues to be created.  

Has anyone found a workaround for this?


Answers:
author: Christopher Yen
body: Hi [@Tyler Cassar](/t5/user/viewprofilepage/user-id/5474731) I'm exploring the new Team \> Operations functions as well post opsgenie merge. It looks like using the automation rules will be the method to create an incident / issue in your service project.

![2024-08-09 12_18_14-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/341055iEAA203865C0ABF33/image-size/large?v=v2&px=999 "2024-08-09 12_18_14-Window.png")

comments: author: Tyler Cassar
body: Hey [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689) ,  

That let's you create issues matching a JSM Issue type however not a ticket for Tech Teams. I'd need to double convert it in that case.  

Alert -\> JSM Issue Type -\> Create new issue in Tech Projects.  

I feel it's a bit redundant


author: Christopher Yen
body: [@Tyler Cassar](/t5/user/viewprofilepage/user-id/5474731)   

In my company all of our teams work within 1 Service Desk project using a team field to differentiate team assignment to respond to incidents which is how my automation is setup but you should be able to do  
Alert -\> Create new issue in Tech Projects in your instance using automation rules.


author: Tyler Cassar
body: [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)   

Unfortunately I don't have an option to create a new issue in Tech Projects, only JSM Projects on the automation front.


author: Christopher Yen
body: ah.. yes I'm seeing the limitations of the automation engine now. Would you be able to leverage a JSM project as a middle man and trigger automations on the JSM project to create the tech project issues?

alert \> jsm issue \> tech project issue


author: Tyler Cassar
body: I mean yes, but it's just painful if you know what I mean :)


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Sorting tickets by Status on Portal
Asked by Yatish Madhav:

Hi all

I found the below linked tickets RE sorting and filtering tickets on the Requests page on the portal end.

However, they are all closed and I dont know if I am missing the reason why? Is there a new/latest open ticket on JSDCLOUD on how customers can sort by the Status or Summary or Projects column?

* <https://jira.atlassian.com/browse/JSDCLOUD-357>
* <https://jira.atlassian.com/browse/JSDCLOUD-4326>
* <https://jira.atlassian.com/browse/JSDCLOUD-3334>

I also already know that we can filter by status or Open/Closed requests by Resolution ...

Any help would be greatly appreciated.

Thank you

Yatish


Answers:
author: Kris Dewachter
body: Hi [@Yatish Madhav](/t5/user/viewprofilepage/user-id/3279728) ,

I think this is the new ticket <https://jira.atlassian.com/browse/JSDCLOUD-4586>

Best regards,

Kris

comments: author: Yatish Madhav
body: Thanks for this, Kris!


author: Dan Breyen
body: [@Yatish Madhav](/t5/user/viewprofilepage/user-id/3279728) 357 \& 3424 have a resolution of 'Fixed' and 4326 says it was a 'Duplicate'. In the ticket, it has two listed as duplicates under the linked issues.

I would agree, as I couldn't find a specific ticket that referred to allowing sorting on all columns.

If Atlassian is saying it's fixed, but it's not, or it duplicates another issue but it isn't, I would suggest getting an official response from Atlassian Support by opening a new ticket [here](https://support.atlassian.com/contact/?support_type=customer&inquiry_category=#/) to get clarifications.

Hope that helps.

comments: author: Yatish Madhav
body: Thanks Dan - will do if needed


Tags: cloud

jira-service-management

jira-service-management-cloud

portal

sort

status
Kanban: Cannot Configure board
Asked by Felipe Fischmann:

I created a Kanban board to view all tasks assigned to me.

It was initially part of a project. However, as I got assigned tasks from other projects, the existing setup didn't work. Therefore, I moved it to my private space such that I didn't have to filter work items on that specific project.

However, since I did that, I can no longer access the settings of that board: clicking on \`Configure board\` has no effect

![Screenshot 2024-08-08 at 11.24.27.png](/t5/image/serverpage/image-id/340701i700F9FFF30CC78D1/image-size/large?v=v2&px=999 "Screenshot 2024-08-08 at 11.24.27.png")


Answers:
author: John Funk
body: Hi Felipe,

So this is the out of the box board that came with a JSM project?


Tags: cloud

jira-service-management

jira-service-management-cloud