youngmon/atlassian-qna huggingface dataset:
How to set up a conditional approval in JSM DC?
Asked by Patrice Champet:

Hello,

I have the following use case, trying to find the best solution for implementation:

I have a process with an approval, but based on the request criticity, approving the request should send the request to in progress or to another step.

When setting up an approval you can only set one action when the approver approve.  
I have something in mind that was :

- user approve and criticity is high -\> action 1 leading to workflow status A

- user approve and criticity is not high -\> action 2 leading to workflow status B  

So I am just figuring out how JSM is able to implement such processes ...

Any advice ?


Answers:
author: Tim Kopperud
body: Hi [@Patrice Champet](/t5/user/viewprofilepage/user-id/3776526), if I understand your requirement you might solve this by adding an automation rule for this.

1. The "accepted approval" leads to e.g. status A for all criticallities
2. In automation, define a rule that change the status to status B if the criticallity is not high.

TimK

comments: author: Patrice Champet
body: Thanks [@Tim Kopperud](/t5/user/viewprofilepage/user-id/492874)

I was looking for something more OOB for approvals, but this is just working fine.  

Do you have any advice on the options below:

* going to "in progress" and moving to "Another Approval needed" only for the critical one
* going to a "triage" status and moving to "in progress" or to "Another approval needed" based on the criticality

The second one seems a little bit more secure to me, as if the automation rule fails for some reason, the issue is still in "triage" and not "in progress".

What do you think?


author: Tim Kopperud
body: Hi [@Patrice Champet](/t5/user/viewprofilepage/user-id/3776526), thanks for accepting the answer.

Answer to your question depends on the configuration.

If the frist status is **Triage** and this status doesn't have approval linked to it, you can use this **Triage** to set the wanted approvers based on criticality and then transition the issue to an approval status. Something like this (in this example we assume In progress is an approval status):

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/339043i3C171BE8420794BE/image-size/large?v=v2&px=999 "image.png")

With this approach you can use the same Approval status for any approvers as they will change based on the criticality.

Or are your requirements two approvales if critical?

Regarding "automation rule fails for some reason". I recommend you don't design based on exceptions. I mean, anything can fail for some reasons, not just automation. Companies are using automation for rather sophisticated and critical business logic, and doesn't base this on exceptions. I wouldn't rule out automation for this reason.

TimK


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Automatic ticket creation in JIRA wrt to tickets in JSM.
Asked by Neeta Dubey:

Hi Team,

We have customers who would creating in ticket JSM however I want to create a respective Epic in my JIRA software project. I have a different team who will work on Jira tickets so JSM users will not require jira access. Is there a out of box solution available or do we need to do it via plugin?


Answers:
author: John Funk
body: Hi Neeta,

You can do this out of the box. You can create an Automation rule to create the Epic in the desired Jira Software project. This can be either manual trigger that an Agent executes, or it can be an automation trigger that will fire on the JSM issue being created based on certain Conditions.


author: Adolfo Casari
body: Adding to [@John Funk](/t5/user/viewprofilepage/user-id/7148) I guess should create and link the ticket to the Epic in JSW, so you can update your tickets when progress is made in the Epic.


Tags: automation-for-jira

cloud

jira-service-management

jira-service-management-cloud
Not all customers should see an organization's requests.
Asked by Stefan Schnieder:

Hello,

We offer IT services to various customers in our region and would like to provide them with a portal using Jira to submit requests and view their documentation. I have 2 questions about this.

1. how can I set that only certain customers can see a request type? (This can be specified for users and groups, but not for customers).

2. how can I set that, for example, only managing directors of an organization can see all requests? The employees of the organization should only see their own requests.

I have been working with Jira Service Management for half a year now and am trying to set it up for my customers, but I am wondering more and more whether it is good for internal use rather than for customer service.


Answers:
author: Alain Kovacs
body: Hi [@Stefan Schnieder](/t5/user/viewprofilepage/user-id/5553273)

1. As per <https://support.atlassian.com/jira-service-management-cloud/docs/add-or-remove-restrictions-on-request-types/>   

   *Only users and groups with Atlassian accounts can be given access to restricted request types. Project roles, customer accounts, and customer organizations are not supported at this time.*So it's not possible to do what you want.. Depending on how much you actually need/want this, as a workaround, you could technically make a new project or more, with only that specific request, and then synchronize it with your actual project either via automation or Scriptrunner, but this would be a rather complicated way of achieving this..
2. To my knowledge this is not possible either. There is no hierarchy in an organization, so either you share it with an organization, or you don't. One workaround that I can think of here would be that you hide the organization field [https://community.atlassian.com/t5/Jira-Service-Management/How-hide-share-button-at-portal/qaq-p/1018821#:\~:text=As%20a%20Jira%20administrator%2C%20go,remove%20them%20from%20the%20Organization](https://community.atlassian.com/t5/Jira-Service-Management/How-hide-share-button-at-portal/qaq-p/1018821#:~:text=As%20a%20Jira%20administrator%2C%20go,remove%20them%20from%20the%20Organization). and then via an automation/scriptrunner add the managing director(s) to each ticket as participants.. It will take a bit of maintenance, but it's possible.


author: Adolfo Casari
body: [@Stefan Schnieder](/t5/user/viewprofilepage/user-id/5553273)As for 1, one option is to set a different JSM project for each customer and configure its permissions so a customer only sees his project in the portal (recently was announced that there can be multiple help centers, so you can also have different look and feel for each).

As for 2, is this for internal use? the managing directors and employees are those from your company?

i have set a JSM for internal use where every user can see any tickets (Created by Anyone).


Tags: cloud

jira-service-management

jira-service-management-cloud
Reinitiate another approval cycle within the CAD Design status.
Asked by Krishna Malutummeda:

Hello team,

can any one help me this process.

We have a requirement for an approval step whenever an approval is declined in the CAD Design status. Furthermore, we need to implement a self-transition process to reinitiate another approval cycle within the CAD Design status.


Answers:
author: John Funk
body: Hi Krishna,

Can you share a screenshot of the workflow that you have? And please include detail screenshots of the approval steps.

comments: author: Krishna Malutummeda
body: ![Test...1.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/338121iD3D5C3F51362B487/image-size/large?v=v2&px=999 "Test...1.JPG")![Test 2.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/338122i07A46E31125A7DE3/image-size/large?v=v2&px=999 "Test 2.JPG")

This is the work flow steps


author: John Funk
body: Sorry for the delay. I would use a different status for the Declined transition so you can keep those separate.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do i get my refund
Asked by Allan:

#1003


Answers:
author: Jerrold - Empyra
body: Hi [@Allan](/t5/user/viewprofilepage/user-id/5539421)

You can submit a support ticket to Atlassian via this link <https://support.atlassian.com/contact/#/> and Atlassian support team will reach out to assist you with your refund.

![refund.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/338064i101417830DACD6D4/image-size/large?v=v2&px=999 "refund.PNG")

To know more about refunds and cancellation policy please refer to the below links

<https://support.atlassian.com/subscriptions-and-billing/docs/request-a-refund/>

<https://www.atlassian.com/licensing/cloud#cancellations-refunds>

Thank you.


Tags: cloud

jira-service-management

jira-service-management-cloud

not-applicable

subscriptions-and-billing
Whether we can create a custom field to calculate Service Request age in Dashboard
Asked by Shabista S Ansari:

Hi Team,

Query - To create a custom field where i can calculate the age of the Service Request eg if a SR is created in on 20th July2024 and if i m looking the dashboard today , so the new custom field should provide me the details as - 20th July - today()(24th July)= 4 days (here in the example ")   

the whole agenda is to get the number of days a particular SR in queue irrespective of any status


Answers:
author: Danut M _StonikByte_
body: Hi [@Shabista S Ansari](/t5/user/viewprofilepage/user-id/5553221),

Indeed, one way would be create a field that stores the age of the issue, but this might be hard to do as it requires significant technical and administrative work in Jira.

Considering that your end goal is to have the issue age displayed on dashboard, have you consider the idea of an existing dashboard gadget that calculates and displays the age of the issues?

Our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20agile%20stonikbyte) app offers a **WIP Aging Chart gadget** that displays the issues from a filter or board by their age (vertical axis) grouped by their current status or current board column (horizontal axis) in a plot diagram like this:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338327iFB849507D62DE9B5/image-size/large?v=v2&px=999 "image.png")

On its Data tab, this gadget can displayed detailed info at the issue level, which you can easily export in CSV format:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/338329i55E9813118D960D4/image-size/large?v=v2&px=999 "image.png")

Have a look over this article for more details:

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

If you want to give it a try, you can start with a **1-month free trial**. If you need any help, feel free to contact support@stonikbyte.com.

Danut.


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

What I have done in the past is to create a custom number field.

Then create a scheduled trigger that runs once a day. Use a JQL that selects the issues that you want the rule to run against.

Then add an action for Edit Issue. There select the custom number field. Then in the blank field under the custom field, put this formula:

{{now.diff(issue.created).days.abs}}


Tags: cloud

jira-service-management

jira-service-management-cloud
How to append filled up field in form in front the ticket summary?
Asked by Louis Lew:

How to append the field that user filled up in the form in front the ticket summary after user raise and submit the ticket? I cant find the smart value key in the form.


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

Your best bet in the short term is to create a custom field. Then in your form, link the custom field to the form field. Then refresh your automation rule. You should be able to use the new custom field in your rule then.

comments: author: Louis Lew
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) thanks for your advise. But how to link custom fied to the form field? Because I cant find where can I link the custom field to my form field.


author: Louis Lew
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) I found the setting. Thank you so much for your help!


author: John Funk
body: You are welcome. Just realize that your existing issues will not be automatically updated. If you want to use any of the not completed issues, you will need to manually update the field in those issues. Also, if this solved your problem, would you kindly click the Accept answer button above so we can close this one out? Thanks!


author: Louis Lew
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) what if i want two form field append in the summary? Because I realized if i link one form field in summary it dont allow me to link another form field in the summary. Is there anyway to work around that?


author: John Funk
body: Sure, you can do two fields. But you will need to create a custom field for each form field that you want to use.

Then in your automation rule to Edit Issue for the Summary, it will look like this:

{{issue.Field 1}} {{issue.Field 2}} - {issue.summary}}

So if Field 1 values is Green and Field 2 values is Acres and the original summary was "A new issue" the result would be:

Green Acres - A new issue

Of course, that would be where Field 1 and Field 2 are the EXACT names of your custom fields.


author: Louis Lew
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) Let me try out and get back to you. See if i can add custom field or not. But how we do find the smart value key for custom field?


author: Adolfo Casari
body: [@Louis Lew](/t5/user/viewprofilepage/user-id/5549955)

Automation will do

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

and for your particular case:

<https://community.atlassian.com/t5/Jira-questions/Automation-to-append-CF-value-to-Summary/qaq-p/1957317>

Trigger is issue created and Action Edit Issue.

comments: author: Louis Lew
body: Yes, i knew I mean how to add the field in the form in automation. Because i cant find the smart value for the field that in the the form.


Tags: cloud

jira-service-management

jira-service-management-cloud
Mapped statuses not displaying in backlog
Asked by Kelli Wisuri:

I mapped 3 statuses to my Kanban backlog in a company-managed project, but only 1 of the statuses actually shows up in the backlog ("Backlog" status). The other two ("Ready for Development" and "In Shaping") do not appear there.

Additionally, a status that is NOT mapped to the backlog appears in the backlog ("In Design"). Screenshots below.

How do I fix this?

![Screenshot 2024-07-25 at 3.12.18?PM.png](/t5/image/serverpage/image-id/338046iF5C488310A164D8B/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 3.12.18?PM.png")![Screenshot 2024-07-25 at 3.12.30?PM.png](/t5/image/serverpage/image-id/338047i6390CD0207E94E06/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 3.12.30?PM.png")


Answers:
author: Mikael Sandberg
body: Hi [@Kelli Wisuri](/t5/user/viewprofilepage/user-id/5553031),

Welcome to Atlassian Community!

What you see in the Backlog view is the name of the columns, not the statuses. If you look at the number of issues listed in the backlog that corresponds to the total number of issues in the backlog column. Same thing with the In Design, that is the column name, so if you added another status to that column the name would still be the same. You can change the name on any of the columns except for Backlog.

comments: author: Kelli Wisuri
body: Thank you, that answers it!


Tags: cloud

jira-service-management

jira-service-management-cloud
Using custom field value for Automation - Assign as owner of new issue in another project
Asked by Tony Morrison:

I am using Jira Business Management (Team managed project) to handle some of my onboarding process needs. In those issues, I have added a custom field for the "Hiring Manager" using the "people picker" option in Jira. The custom field smart value is ({issue.customfield_12649.displayName}} as I'm using it to generate email notifications, etc.

My issue is: I'm using automation to generate a ticket in Jira Service Management for that team so they can take care of related items and issues. I'm trying to set the "Reporter" of that ticket to this custom field so they can immediately start communicating with the right person. The default owner is the automation process.

When I use the smart value of {{issue.customfield_12649.displayName}} and try to "set" the Reporter to that value, it does not work. However, I'm using the same smart value to populate the initial comment in the ticket and it works fine there.  

Anyone have an idea on what I may be missing here?


Answers:
author: Trudy Claspill
body: Hello [@Tony Morrison](/t5/user/viewprofilepage/user-id/745364)

Try using the accountId attribute instead of displayName.

comments: author: Tony Morrison
body: That did the trick, thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
jsmops slack for incident management
Asked by Bryan Sin:

We're trying to use the \`/jsmops create incident\` command in Slack to create tickets in our Service Management board. What we like about it is:

1. It creates a form in slack to fill out quick field requirements
2. Once created, it links the ticket to a specific slack channel
3. In the slack channel, a banner appears that allows channel participants to interact with the ticket, like update responders, change priority, add comments, etc.

We have 2 issues right now

1. We want to control which fields are shown on the slack form on incident creation. We just want Summary and a Custom field dropdown (Incident Classification). However, we have not been able to find any configuration page that allows us to do this. The fields that show up on the form appear to be pre-determined stock fields only. How can we do this?
2. We want to control what shows up on the banner that appears in the linked slack channel. Similarly, we want to add the Custom field dropdown (Incident classification) to it. How can we do this?

Failing that, are there alternatives? We briefly looked at Assist as well and while it does do some of the job, /jsmops seems more appropriate for the job, with some edits.


Answers:
author: Nadhila Savira
body: Hi Bryan,

We'd love to look deeper into your inquiry, and so I've created a support ticket for that purpose. I've sent an email with the support ticket to notify you of it. Hopefully we can shed some more clarity on this functionality.


Tags: cloud

jira-service-management

jira-service-management-cloud
Autofill field 'customer' for child issues, if epic has 'customer' field filled
Asked by Mohsin Khan:

I am looking for an automation that can help cascade the 'customer' field value to all the child issues once this field is filled in an epic. Also if an epic has 'customer' field filled, any child issues created should have the same customer field henceforth. I went through the options available in the JIRA automation, however this does not seem to be a simple one. Please assist.


Answers:
author: Darryl Lee
body: Hi Mohsin!

What kind of field is your 'customer' field? Is it an user field? A text or email field?

[@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) previously offered an answer that is very similar to your request:

<https://community.atlassian.com/t5/Jira-Software-questions/Copy-field-value-from-Epic-to-child-issue-with-automation/qaq-p/1421943#M175455>

To quote him:
> * trigger: field changes
> * condition: issue type is epic
> * branch: on the epic's child issues
>   * action: edit the field, copying from the trigger issue

You would just need to specify the 'customer' field is the one you're triggering off of.

If you have problems, it's best to take a screenshot of your rule and add it here.

comments: author: Dan Tombs
body: Hi [@Mohsin Khan](/t5/user/viewprofilepage/user-id/4900662)

[@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322)answer is perfect for this. When you update that field branch for epic children and edit the field using the value from the trigger.

Dan


author: Mohsin Khan
body: Will this work? I created automation based on above instruction:

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/201535iD2A9F7C35DB9C825/image-size/large?v=v2&px=999 "Capture.PNG")


author: Darryl Lee
body: That looks right to me. Did you test it?

The other thing you might want to do is decide whether it should be scoped to a single project, multiple projects, or to all projects. You would set that in the **Rule details**, and if you select multiple or all projects, you may be limited by the number of rule executions based on your plan type:

<https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/>


author: Mohsin Khan
body: Hello Darryl. It works wonders for me. Thanks ever so much. Just one help. Currently it is working only on any stories that I create under the epic. But I want it to work on even sub-tasks that I create under my stories. What change should I make to the branch rule? In other words, when a customer is updated at epic level, it should get updated on all stories below epic.
Sum up remaining story points open in Epic's issue
Asked by Christel Gray:

Hi all,

I've implemented this solution ([https://community.atlassian.com/t5/Automation-questions/How-do-you-sum-up-story-points-to-the-epic-using-jira-automation/qaq-p/1731595?utm_campaign=\&utm_content=post\&utm_medium=email\&utm_source=atlcomm](https://community.atlassian.com/t5/Automation-questions/How-do-you-sum-up-story-points-to-the-epic-using-jira-automation/qaq-p/1731595?utm_campaign=&utm_content=post&utm_medium=email&utm_source=atlcomm)) and it works great! I use a field title "Story Point Rollup."

I'd like to enhance this and update "Story Point Rollup" when an issue is completed or cancelled. Not sure how to do this, though.

Any help is appreciated.

Thank you!


Answers:
author: Fabian Lim
body: Hi [@Christel Gray](/t5/user/viewprofilepage/user-id/3795387)

You will have to change the trigger. Instead of field value changed it will be issue transitioned. Then you can use one of the following rules outlined here to branch to the epic and update the values: <https://community.atlassian.com/t5/Automation-discussions/Jira-Automation-Complete-Video-Guides-on-how-to-Sum-Up-Story/m-p/1741948#M75>

Regards
Use SmartValues/String-Operation
Asked by Olli:

Displayname is: Mustermann, Max AB

Used smart-Values in automatation:

```
a: {{initiator.displayName}}
b: {{initiator.displayName.left(10)}} 
c: {{initiator.displayName.lastIndexOf(" ")}}
d: {{initiator.displayName.left(15)}} 
```

Result without error:

a: Mustermann, Max AB  
b: Mustermann  
c: 15  
d: Mustermann, Max

I like to have the result from d) for EVERY Displayname. So I want use c) and d) together:

```
{{initiator.displayName.left({{initiator.displayName.lastIndexOf(" ")}})}} 
```

(I want put the result from c) as a number in d).

But there comes an error. Whats wrong?


Answers:
author: Darryl Lee
body: Of the top of my head I think you can combine these operators thusly:

```
{{initiator.displayName.left(initiator.displayName.lastIndexOf(" "))}}
```

But I need to test it.

comments: author: Darryl Lee
body: Ok, confirmed that this worked. Good luck!


author: Olli
body: OK. Without the {{ }}

THANK YOU!


author: Bill Sheboy
body: Hi [@Olli](/t5/user/viewprofilepage/user-id/2406534)

Yes, and...to Darryl's answer:

If you always have the same suffix, such as "AB", you could use the function substringBeforeLast()

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#substringBeforeLast-String-separator->

Kind regards,  
Bill