youngmon/atlassian-qna huggingface dataset:
What are the possibilities for integrating AI to JSM?
Asked by Lee Hutchinson:

I am looking to make my teams life somewhat easier. We use JSM as a ticketing service within our business for our candidates.

I am hoping there is a way to introduce AI to deal with some of the more generic tickets raised.

I know there is the option of automation but is there any option for taking it to the next level and using the likes of Chat Bots for example?

Any help is greatly appreciated


Answers:
author: Nikola Perisic
body: Welcome to the community [@Lee Hutchinson](/t5/user/viewprofilepage/user-id/5572101)

Indeed there is. What you are looking for are the Virtual Agents that work based on your Slack channel. You can customise the flow and based on the confidence level to determine the answers.

![Virtual Agent settings screen in Jira Service Management](https://wac-cdn.atlassian.com/dam/jcr:86878bee-36b1-4a7d-8f2d-94783b1ef5fe/virtual-agent-set-up.png?cdnVersion=2154)

You can have agent channels, request channels (which is more suitable for you) and a test channel. Here, you would be focused on the intents which are based on the conversation flows.

![Screenshot example of an object reference in Jira Service Management](https://wac-cdn.atlassian.com/dam/jcr:b8155296-b1e8-4ac7-8d79-058aef678894/10-flow.jpg?cdnVersion=2154)

Sources: <https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#overview>

Focus on building your Slack channel, test it out, build your conversational flow as well.

comments: author: Lee Hutchinson
body: Amazing, thank you so much for your reply


author: Lee Hutchinson
body: Just to clarify, is all of this done through Slack? So myself and my customer with the problem would communicate through Slack?

Currently we just go back and forth on JSM


author: Nikola Perisic
body: Yes, everything is done through Slack, you just need to set it up.


author: Lee Hutchinson
body: Ah ok. So is this more for internal support within an organisation?


author: Nikola Perisic
body: Exactly, just your organisation. No externals.


author: Lee Hutchinson
body: Cool. So would there be any alternatives you could recommend for us to interact with externals?


author: Nikola Perisic
body: As of now, virtual agent is working within the organisation itself. Maybe this will be announced in the future by Atlassian. You can keep getting updated with the official roadmap: <https://www.atlassian.com/roadmap/cloud>


author: Lee Hutchinson
body: Anything 3rd party?


Tags: cloud

jira-service-management

jira-service-management-cloud
how clean sensitive info from Jira cloud (completely), it this possible?
Asked by Dima Astahov:

Hi all,

Helping one org with their Jira Cloud where one remote customer saw a ticket and didn't like some $$ details posted there, so he asked Jira Admin to remove it from comments.

So comments and summary was edited and customer is happy now, but I think that it's still recorded in some history table and can be reviewed, right ?

What is secure way to completely erase some info from Jira cloud? Can I maybe just somehow delete whole ticket ? I could not find what is protection level for Jira cloud, I don't think there is any.

Appreciate your help.

Thanks

Dima


Answers:
author: Ravina
body: Hi [@Dima Astahov](/t5/user/viewprofilepage/user-id/613693) There is no easy way to delete the issue history from the ticket, but there are some possible ways to hide the same as mentioned in the below documents.

if you require this for only specific projects and not global then you need to do some custom development to achieve the same.

<https://jira.atlassian.com/browse/JRACLOUD-67300>

<https://confluence.atlassian.com/jirakb/how-to-hide-the-history-tab-in-the-issue-panel-702710334.html>

If it's only for few issues then you either archive those issues or delete as well if data is no longer required, the other workaround is if you already removed the sensitive data from the ticket then you can clone that ticket this will preserve the issue data and remove all the issue's history, comments, activity tab details, etc from the issue and later you can delete the original issues and keep using this clone ticket where issue history from original ticket is removed, this way issue data is also preserve and sensitive data is also no longer shown in the issue history.

comments: author: Dima Astahov
body: Thanks Ravina.

Uff. I think this could be brand new line of business, as it's quite common for users to add attachments or copy/paste email into the tickets without knowing what is inside.

I just was told that Jira cloud is pretty secure to be HIPPA compliant, I'm going to check how it can be applied to my domain which is different area.

<br />

Best

D


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Service desk API limitations
Asked by Bryn Lom:

For Organisations inside of the service management tool, you can add "Detailed" fields,

Looked at the API documentation and there doesnt appear to be a way to extract these details.

GET <https://XXX.atlassian.net/rest/servicedeskapi/organization/YYY/>

Would be great if this could be added,

I want to use this in combination with an external script to assign organizations a default agent for new support tickets.


Answers:
author: Bibek Behera
body: [@Bryn Lom](/t5/user/viewprofilepage/user-id/5571877)

Welcome to the community. Have you tried using the out-of-the-box automation to update the assignee field based on the organization?

example : ![2024-08-20_11.39.24.png](https://community.atlassian.com/t5/image/serverpage/image-id/342615i862D51393055B2FD/image-size/large?v=v2&px=999 "2024-08-20_11.39.24.png")

Regards,

Bibek

comments: author: Bryn Lom
body: Thanks Bibek,

I was looking in the smart values but didnt see there was one in the issue fields!

Appreciate your help


Tags: cloud

jira-service-management

jira-service-management-cloud
Who to set end date anda working hours
Asked by Leandro Santos:

Is there a way to set the end date automatically, based on the tasks creation date? Furthermore, how to include only working hours in this logic?


Answers:
author: Darryl Lee
body: Hi [@Leandro Santos](/t5/user/viewprofilepage/user-id/5011563) -

Sure, this could be done with something like this:

* Trigger: [When issue is created](https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-created)
* Condition: Would this be for all issue types? All components? All projects? You would put those limits here
* Action: [Edit the issue](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Edit-issue)
  * Update your End Date field to be the {{issue.created}} date **plus** however many days.
  * You would be using [**{{\[date\].plus\[Unit\](\[number\])}}**](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/#Example.5) function, which can use "BusinessDays (business days are considered to be Monday to Friday, 9am to 6pm)"
Change asset object attribute when issue fieldvalue changes
Asked by Test User:

Hi there,

I have created different objects in Asset with different attributes.

One of my asset objects has the attribute "Status of order". I want this attribute to change from "In Process" to "active" when a certain issue field (Custom field) changes its value (also from "In Process" to "active").

I have set up an automation that monitors the custom field. If the field changes its value in the issue, the automation uses the action "Edit Assets field attributes". This accesses the corresponding asset field and gets the smart value "{{triggerissue.customfield_10065}}" as content for the attribute (i.e. my custom field).

This rule is also successfully executed. However, I ALWAYS get the message "No Objects associated to the Insight field". The corresponding attribute in Asset does NOT change its value.

What am I doing wrong? Or asked differently: Is it possible to change attributes of an Asset object at all, with the values from an Issue field?

<br />

Kind regards


Answers:
author: Markus Fred?n
body: Hi "Test User" (Nice name :P),

In Jira Insight, it is possible to change attributes of an Asset object based on the values of an issue field. However, there are a few potential reasons why you may be encountering the issue where the attribute does not change:

1. Verify the Insight field configuration: Ensure that the Insight field you are using in the automation rule is correctly configured and associated with the Asset object that contains the "Status of order" attribute. Double-check that the Insight field is correctly linked to the attribute you want to modify.

2. Check the Automation rule conditions: Make sure that the automation rule is triggered only when the specific issue field (Custom field) changes its value from "In Process" to "active." Review the conditions of the automation rule to ensure they are correctly set up.

3. Confirm the field value format: Check that the value of the issue field (Custom field) matches the expected format of the attribute in the Asset object. If the formats do not match, the automation rule may not be able to update the attribute correctly.

4. Verify the object associations: Ensure that the Asset object you want to update is associated with the Insight field. If there are no objects associated with the Insight field, the automation rule will not be able to find the relevant Asset object to update.

Double-check these aspects to ensure that the Insight field, automation rule conditions, field value format, and object associations are correctly set up. By ensuring everything is configured properly, you should be able to update the attribute of the Asset object based on the value of the issue field.

/Markus

comments: author: Test User
body: Thanks [@Markus Fred?n](/t5/user/viewprofilepage/user-id/571479) ! Point 3 did it for me :)


author: Suketa
body: HI everyone.

i tried but it seems to increase the overall instance load, what other options do we have to perform this action pleas? either on trigger or in scheduled way ?
How to create an custom checkbox field on epic "Is Project" that is editable by managers only ?
Asked by Devansh singh:

I have to create a checkbox in epic, if it says yes for "Is project" that is editable by managers only , if it says No , it could be edited by everyone.


Answers:
author: Jeroen Poismans
body: Hello and welcome to the Atlassian Community!

Does the checkbox need to be editable by the managers only? In that case I would try to create a transition where you show a screen with this checkbox on it.

In the Conditions of this transition (in the workflow), you add a condition so it is only visible for users in a certain group, role ... (the managers):

![Screenshot 2023-07-03 at 16.07.11.png](https://community.atlassian.com/t5/image/serverpage/image-id/266371iDF3A362BBF2C57E6/image-dimensions/467x72?v=v2 "Screenshot 2023-07-03 at 16.07.11.png")

Is this what you are trying to solve?

Jeroen

comments: author: Devansh singh
body: What I need is, when we create an epic, on that pop-up there must be a check box, that can be edited by managers only.


author: Jeroen Poismans
body: Hi!

Are you on Server / Data Center or Cloud?

Jeroen


author: Devansh singh
body: Cloud.
How to integrate boards with WhatsApp
Asked by roxanne sullivan:

Hi

my friends have WhatsApp and boards integrated so that when they type a message and click the globe icon their Trello boards appear and it allows them to click it to make it their WhatsApp message

i cannot find how to do this

can You advise?

thanks


Answers:
author: Bill Sheboy
body: Hi [@roxanne sullivan](/t5/user/viewprofilepage/user-id/5257263) -- Welcome to the Atlassian Community!

First thing, you have posted your question to the Jira automation area. Did you mean to post it as a Trello question?

If you actually meant Jira...There is no built-in functionality to do that for Jira. I recommend contacting those you have seen doing this, learn what marketplace addon they used, and then try that.

Kind regards,  
Bill


Tags: cloud
Rule will not run when a comment is updated
Asked by hero:

when I choose a trigger issue commented,which describe Rule is run when a comment is added to an issue,will not run when a comment is updated!![screenshot-20230703-133306.png](/t5/image/serverpage/image-id/266219iAA96FB8B9BF52CB3/image-size/large?v=v2&px=999 "screenshot-20230703-133306.png")


Answers:
author: Sayed Bares [ServiceRocket]
body: [@hero](/t5/user/viewprofilepage/user-id/5258400) welcome to the community!

if you want to trigger the automation when a comment is updated then use  
**Issue comment edited** trigger instead. Issue Commented will only run when a comment is added to your issue.

comments: author: hero
body: thank you for your response,but I could not found **Issue comment edited** trigger anywhere.


author: Sayed Bares [ServiceRocket]
body: [@hero](/t5/user/viewprofilepage/user-id/5258400) it looks like you are using Jira Server/DC. You can use '**Multiple issue events** ' rule with **issue comment edited** event instead.


author: hero
body: I found Issue Comment Edited in Multiple issue events,thank you very much?


author: Sayed Bares [ServiceRocket]
body: You are most welcome [@hero](/t5/user/viewprofilepage/user-id/5258400) !


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

Is this rule being triggered by another rule? If so, click the box for Allow rule trigger on the Rule Details page.

If that doesn't apply, can you share when the Audit Log for when the rule is run?

comments: author: hero
body: there is no audit log for my operatation,because Issue comment Trigger will not run when a comment is edit.


Tags: jira-server
Segregate Attached Excel File data of Jira in different sub-tasks
Asked by Deeksha Pal:

Hi,

I am trying to segregate the data of an excel file that is attached to a jira ticket.

So currently my issue is in To-Do state and an excel file is attached to the issue (in description). I want when I move my ticket from To-do to In-Progress state, the file that is attached to the issue, provide me the data in sub-tasks based on the "keys" I provide.

Assuming, excel file has the data like:

1. Column - S.No.

2. Column - List of Servers

3. Column - Status (Eligible, Not Eligible, Dropped)

Is it possible?


Answers:
author: Bill Sheboy
body: Hi [@Deeksha Pal](/t5/user/viewprofilepage/user-id/5256724) -- Welcome to the Atlassian Community!

First thing, I wonder: why not just import the subtasks from the file when needed rather than add the attachment? Is there a reason you are not doing that?

Regarding your question...Using the REST API called from a rule, I tried this with a CSV file, and it does appear to be possible to read and use the contents of an attachment within the rule. You will need the attachment id value for the call.

Here is a how-to article for calling the REST API from a rule: <https://community.atlassian.com/t5/Jira-articles/Automation-for-Jira-Send-web-request-using-Jira-REST-API/ba-p/1443828>

The REST AP method to call to get the attachment contents is: <https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-attachments/#api-rest-api-3-attachment-content-id-get>

And an example rule could be:

* trigger: whatever is needed, and it appears to be Issue transitioned for your scenario
* action: call the REST API with the Send Web Request action, ensuring you select the option to delay execution until the response occurs
* condition: check the results with {{webResponse.status}}
* actions...parse your results. I found for a CSV that using {{webResponse.body.split("\\n")}} provided a list of rows to access.

Kind regards,  
Bill
Jira automation API support
Asked by Oshri Mahlev:

Hi,  
Im searching for automate way to refresh authorization header once a while ( in Send web request action ).  
I see that Jira Automation doesn't support any kind of API requests, but Im trying to look for a workaround.

I thought about using smart value that can be defined by API and use it in the header, but this way didnt work.  

Do you know a automate way to do it?  
we must to have more secure way to use the webhook action...


Answers:
author: Stefan Salzl
body: Hi [@Oshri Mahlev](/t5/user/viewprofilepage/user-id/5256235) - welcome to the community,

I?m not quite sure about your requirement. What exactly do you mean by "refreshing authorization header"? Isn?t the header an api key generated in your admin console containing information regarding your user and passwort?

Could you explain your requirement in more details please so I can get a better understanding?

Best  
Stefan

comments: author: Oshri Mahlev
body: Hi [@Stefan Salzl](/t5/user/viewprofilepage/user-id/4616993) , once a while ( two weeks for example ) we want to set a new token in the header of "send web request" action ![Screenshot 2023-07-23 at 16.20.15.png](https://community.atlassian.com/t5/image/serverpage/image-id/270599iFA36ACB74B893872/image-size/large?v=v2&px=999 "Screenshot 2023-07-23 at 16.20.15.png")

We dont want to make it manually by admin. we want to create a job from our side that can set the token to a new one ( refresh to token)


author: Stefan Salzl
body: Hi [@Oshri Mahlev](/t5/user/viewprofilepage/user-id/5256235)

I don?t see any possibility regarding this. There is no action in automation for this and to do it with an API you would need the api token so this one is turning in circle :o

also see:  
<https://stackoverflow.com/questions/67886011/is-there-a-way-in-jira-rest-apis-to-create-get-api-tokens>

Best  
Stefan
Need to shorten the text length in the slack message that is posted via JIRA Automation
Asked by Rakhesh Mohan:

HI Team,

I have created an automation where a slack message will be sent in a channel whenever a new comment is added in JIRA ticket. The message that is posted in slack consists of ticket id, summary and the comment added in the ticket.

Problem:

If the comment posted in the ticket is too long, the slack message as well is very long and is not user friendly. So I need to introduce a "read more" link after , lets say 150 characters, and if the user click on the link from the slack, he/she will be redirected to the JIRA ticket.

![Screenshot 2023-06-27 at 21.01.36.png](https://community.atlassian.com/t5/image/serverpage/image-id/265373iA7C05DDCA904ADF3/image-size/large?v=v2&px=999 "Screenshot 2023-06-27 at 21.01.36.png")

Can someone assist me on how to achieve this please?


Answers:
author: Daniel Eads
body: Howdy [@Rakhesh Mohan](/t5/user/viewprofilepage/user-id/5253611) ,

The [abbreviate function](https://confluence.atlassian.com/automation/text-functions-993924863.html) should help here. This is an example of your comment section with the abbreviate function trimming it to 150 characters:

```
*_Comment details_* :speech_balloon:
`{{comment.body.abbreviate(150)}}`
```

If the comment is *longer* than the 150 characters, the function will add '...' at the 150th character. Otherwise, it doesn't add dots.

Since you have the ticket URL right under the comment section anyway, I'd suggest relying on that as the link to the ticket. Otherwise, you'd need to do some extra comparisons to check if it was over the length, create some variable (in a previous automation action), and include that variable after the end of the comment. Seems reasonable enough to cut it off at the length you decide and call it good.

Cheers,  
Daniel

comments: author: Rakhesh Mohan
body: Thanks Daniel for the inputs
Confluence event automatically creates a story in jira
Asked by garth.koppen:

I was wondering if there is a way to automate the creation of a story in Jira based off an event in a Calendar on Confluence.

We have some events in a year that our scrum team members need to plan into their sprints. It would be fantastic if these events would automatically create a story in the backlog with a due date being the same as the due date of the Calendar event.


Answers:
author: Wouter van den Berg
body: Hi [@garth.koppen](/t5/user/viewprofilepage/user-id/5027417)  

Unfortunately I didn't see the option yet in Confluence Automation to select Team elements as trigger. I think it was supposed to be coming soon though but still couldn't find it. I also couldn't find any current API call to retrieve calendar events from Confluence. I know people on server have been playing around with some events based of Team calendars but this might not applicable to your case:

<https://community.atlassian.com/t5/Team-Calendars-for-Confluence/Confluence-REST-API-to-read-Calendar-events/qaq-p/1017982>  

Unless I am missing a whole part or experimental API requests of course.   

You might consider a different approach to trigger an automation rule (for instance when a tag is added to a page) from Confluence or even from Jira itself but this might not be the solution you are looking for.
If/Else block condition failing
Asked by Moazzam Faisal:

I am trying to implement If/Else block for our service catalog but the condition is not meeting the criteria and failing. Need some guidelines to fix the issue. See the images below:

![Screenshot 2023-06-27 105605.png](https://community.atlassian.com/t5/image/serverpage/image-id/265350i4BAD4850CEBE17F9/image-size/large?v=v2&px=999 "Screenshot 2023-06-27 105605.png")![Screenshot 2023-06-27 1056411.png](https://community.atlassian.com/t5/image/serverpage/image-id/265349i9352458BBB8EF1B5/image-size/large?v=v2&px=999 "Screenshot 2023-06-27 1056411.png")


Answers:
author: Kathy Hart
body: First, and very important question, is the "Does the issue require internal support?" field a Required field?

Or does it have a default value?

If that is a Radio button, or Select List field, and it is not required, then there will be a None option that would not meet your conditions listed above and would cause the entire rule to fail.

If you do not want that field to be required, then you will have to add a final Else action which tells the rule what to do if the ticket does not match either of those conditions.

comments: author: Moazzam Faisal
body: [@Kathy Hart](/t5/user/viewprofilepage/user-id/1143680) "Does the issue require internal support" is a Select list field, how do I make it a required field?


author: Tim Perrault
body: [@Moazzam Faisal](/t5/user/viewprofilepage/user-id/5254674)

If company-managed

Go to project setting --\> Issues --\> Fields --\> edit field configuration and require the field needed

if team-managed Go to project setting --\> Issue types --\> select the needed issue type --\> find field and check the Required box


author: Sam Harding
body: Hi [@Moazzam Faisal](/t5/user/viewprofilepage/user-id/5254674)

It sounds like the other answers in this thread have got you on the right track, in looking into whether the field has been set or is empty at the time of the rule execution.

It seems like perhaps the trigger is not the right one for what you are trying to achieve. At the time of the rule creation, the selection seems to be empty, and after the issue is created the user then goes and selects an option.

If that is the case, then updating the trigger to be "Field value changed" and selecting the "Does the issue require...." field in the configuration would be better suited. That way the rule will fire once the user has selected an option, and should not be blank at that time

Hope that helps  
Sam


author: Fabian Lim
body: Hi [@Moazzam Faisal](/t5/user/viewprofilepage/user-id/5254674)

Welcome to the community!

The only thing I could think if is that the value is empty. Is it a single select and are you making sure that is always entered?

comments: author: Moazzam Faisal
body: [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) its a select list field with the option of Yes or No, once the user selects one of these option, i want automation to kick in and follow the of condition.