youngmon/atlassian-qna huggingface dataset:
Smart Value in JQL search
Asked by gabriel:

Hello everyone!  
I'm working on an automation that, for each new item, needs to search for items that contain the same value in a custom text field as the newly created item. To do this, I am saving the field value in a variable (idvmbox) and using the Search Item action with the following JQL syntax:

<br />

ID_VMBox \~ {{idvmbox}}.  

However, I always get the following error:

'{' is a JQL reserved character. You need to put it in a string of characters or use the '\\u007b' escape. (line 1, character 12).  

How to fix this problem?


Answers:
author: Kai Becker
body: Hi [@gabriel](/t5/user/viewprofilepage/user-id/5479866)

welcome to the community and thank you for your question.  
Could you please try to put ' around your smartvalue?  
That should prevent the automation rule from showing errors.

Best regards,  
Kai

comments: author: gabriel
body: It worked for me, thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: How to remove a user ID when posting the last comment from an issue in a Slack message?
Asked by Evgeniy Zimmerman:

Hello community!

I'm looking for your advice!

I set up an automation rule that will post a message in a Slack channel with a list of tickets assigned to a person and some details.

This is what it looks like:
> When: Scheduled
>
> Branch FOR JQL: project = X and assignee = 12345 and parent = X ORDER BY created DESC
>
> Then: Send slack message
>
> {{issue.summary}}  
> {{triggerIssue.url}}  
> Due date: {{issue.duedate}}  
> {{#issue.comments.last}}  
> Comment by: {{author.displayName}} at: {{created}}  
> {{body}}  
> {{/}}

this works fine, but if the last comment mentions the user via @, for example:

"@john, please give some details on..."

After running the automation rule, the slack message returns:

"\[\~accountid:123456789\], please give some details on..."

Is there a way to make it return the username instead of the ID?

Thanks in advance!


Answers:
author: Fernando Eug?nio da Silva
body: [@Evgeniy Zimmerman](/t5/user/viewprofilepage/user-id/5479857) , Welcome to the Atlassian Community!

Please, try to add **.text** in your comments section or try this: **{{#issue.comment.last.body.text}}**

This should be work. Similar topic where this works here: [Solved: User ID is being displayed in automation instead o... (atlassian.com)](https://community.atlassian.com/t5/Jira-Service-Management/User-ID-is-being-displayed-in-automation-instead-of-User-name/qaq-p/2519806)

Hope this helps you.

Kind regards,

Fernando


Tags: automation

jira-cloud

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

slack
customer from jira service manager get access to jira Software
Asked by Kamil Askerov:

Salam. I have problem of access to Jira software from our customers. I dont give them access to that application. (Jira Software) Ask to other administrators - thay say that thay also not give access to that customer. It happens 3 time and all time I take access from this user. Also I found that 2 other customer have access to Jira software. How it will happens?

Also at Approved domains there somebody added customers domain. Why and who added that domain - dont know.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Kamil Askerov](/t5/user/viewprofilepage/user-id/5450722)

First of all, any changes to user permissions and setting are tracked in the Audit log, so you should check that if you feel like somebody is messing with your configuration: [Track organization activities from the audit log \| Atlassian Support](https://support.atlassian.com/security-and-access-policies/docs/track-organization-activities-from-the-audit-log/)

Users can get product access if they are moved to Product access groups or if they are from approved Domains and can request access without Admin approval needed. So you're on the right track there.

Check out this documentation and check your current Org. Settings to see if there are any unchecked entry points for unapproved users/customers: [Control how users get access to products \| Atlassian Support](https://support.atlassian.com/user-management/docs/control-how-users-get-access-to-products/)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to make service desk reports as gadgets on a dashboard in DC Version?
Asked by Danil Borodai:

I found this - <https://support.atlassian.com/jira-service-management-cloud/docs/add-reports-to-a-dashboard/>

But this is only for cloud. I need a solution for Data Center version (We have Software and Service Desk).


Answers:
author: Danut M _StonikByte_
body: Hi [@Danil Borodai](/t5/user/viewprofilepage/user-id/5394815),

Indeed, that article seems specific to team-managed projects, which is specific to Cloud. Not sure if this is possible in Data Center, but it might work, just give it a try.

A better alternative to the limited Jira's gadgets and reports is our [Great Gadgets](https://marketplace.atlassian.com/apps/1218777/great-gadgets-for-jira-dc-agile-charts-reports-kpis?hosting=datacenter&tab=overview) app, which offers all you need for building powerful dashboards to track metrics your Service Desk projects in Jira Data Center and/of Confluence: SLA , average satisfaction score, ART, AHT, KPIs, etc

Take a look at this article as it may be of great help to you: <https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

You could start with a 1-month free trial. If you need any assistance, feel free to contact us at support@stonikbyte.com.

Hope this helps.

Danut.

comments: author: Danil Borodai
body: I will check. Thank you


Tags: data-center

jira-service-management

jira-service-management-data-center
Use Jira as whistleblowing system
Asked by Evert Morren Atlas Admin:

We want to use Jira as system for our Whistleblowing framework. Does someone has experience in using Jira to this purpose?


Answers:
author: Nikola Perisic
body: Hello [@Evert Morren Atlas Admin](/t5/user/viewprofilepage/user-id/4775056)

Can you elaborate on what do you mean by the whistleblowing framework? Jira uses a Scrum framework and the Kanban framework that are part of the Agile methdologies.

comments: author: Evert Morren Atlas Admin
body: This framework describe how staff members can report complaints regarding fraud, sexual harassment, mismanagement etc. And how we handle these complaints. We support several country's, it must be possible to use the system in different languages.


author: Nikola Perisic
body: Since you are mentioning handling the support tickets, Jira Service Management would be a great product for this.

Currently, the languages that Jira Service Management is supporting:

![Screenshot 2024-04-19 at 14.37.46.png](https://community.atlassian.com/t5/image/serverpage/image-id/319535i105A13576ABFA008/image-dimensions/341x383?v=v2 "Screenshot 2024-04-19 at 14.37.46.png")

You can even add multiple languages, not just one.


author: Evert Morren Atlas Admin
body: I know the language support, but how to translate customer field options in different langauges?


Tags: cloud

jira-service-management

jira-service-management-cloud
Disable all user access during maintenance
Asked by Andy Hurley:

We are planning a major upgrade to all our Atlassian suite and need to block users from accessing the tools during the upgrade window whilst still allowing admins in to test and configure items. For Jira and Confluence the plan is to use Application Access and remove the regular users group so that they do not get a license. This works well and allows us to allow only a limited set of users to access.

The problem we have is JSM as users who do not have a license are redirected to the portal where they are able to view tickets and even create new ones.

Does anyone know of a way to disable the portal for anonymous users globally? We found references to disabling it on a project by project basis but this will require a lot of changes, will be very time consuming and is wide open to accidental permanent change. We were hoping to find some way to globally block anonymous users (in much the same way we do for Confluence).

Any suggestions would be welcome.

Thanks.


Answers:
author: Mike Quentel
body: [Bulk Remove User Access From JIRA During Maintenance Or For Test Instances](https://confluence.atlassian.com/jirakb/bulk-remove-user-access-from-jira-during-maintenance-or-for-test-instances-779160806.html)


author: Rebekka Heilmann _viadee_
body: Hi [@Andy Hurley](/t5/user/viewprofilepage/user-id/1110632)

Are your instances connected to an external User directory?

You could disable the external User directory. As long as the users only exist in that one, they wouldn't be able to log in. You would need to be logged in with an Admin user from the local Jira directory and use that for the maintenance.

Disclaimer: I've not tested that and couldn't find info on whether the users are deleted or just temporarily disabled, so make sure to test it on a test instance first! According to [this documentation](https://confluence.atlassian.com/adminjiraserver/configuring-user-directories-938847049.html), it sounds like it works:
> You can enable or disable a directory at any time. If you disable a directory, your configuration details will remain but the application will not recognize the users and groups in that directory.

comments: author: Rebekka Heilmann _viadee_
body: For the customers or maybe even for all users it would also be an idea to reroute the URL.

Your're on Data Center so self hosted. Someone with decent tech knowledge should be able to temporarily reroute the URL to some sort of "Maintanance" page?


Tags: data-center

jira-service-management

jira-service-management-data-center
Agent vs Users in Jira Service Management compare to Jira software
Asked by MUHAMMAD MUZAKKIR BIN ABDUL MALEK:

I use to work on Jira Software(JS), there only use 'user' term. Currently exploring on Jira Service Management(JSM) to replace the JS. but, I found 'agents' were used instead of 'user'.

in the JS, there are thosands of user. Then, the users are separated according to group roles. based on that, they able to interect with the tikect based on roles given. (some role allowed to edit, some only able to move the ticket)

so, the question is can 'user' in JSM would be able to intreact with ticket as well like in JS. or only 'agent' that allowed to intreact with the ticket.

(intreact = such as, open ticket, move to review, close the ticket, giving comments, edit,, ect)


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

Only Agents can interact with issues in Jira Service Management projects. Users with Jira Software licenses would be able to see the issues, but not interact.

comments: author: MUHAMMAD MUZAKKIR BIN ABDUL MALEK
body: in JSM only agent can interact with the ticket, but user without agent license still can view the ticket. But in JS, everyone need User license to view the ticket. Am I correct?

Next question will be, can we add multiple normal user (No agent license) to the same ticket?


author: John Funk
body: Correct to the first part.

Sure - depending on what you mean by "add". If by that you mean can multiple people view the issue? Yes, whoever has permissions to view it.


author: MUHAMMAD MUZAKKIR BIN ABDUL MALEK
body: alright, thank you for clarification.


author: John Funk
body: You are welcome.


author: Dan Breyen
body: Hi [@MUHAMMAD MUZAKKIR BIN ABDUL MALEK](/t5/user/viewprofilepage/user-id/5479708) welcome to the community. Here's an article explaining the different roles in JSM: [JSM Roles](https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/)

Agents are the people working directly with customers. Your JS users can be setup as Collaborators to make internal comments on your JSM Tickets, but they are not interacting with customers. Agents are what licenses are based on.

Hope that helps.

comments: author: MUHAMMAD MUZAKKIR BIN ABDUL MALEK
body: based on the article shared. Only agent can interect with the ticket. Thus, is the collaborators required agent license or different liciense?  

Then, can we add multiple normal user(customers) within same ticket that created by agent?


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Which task to consider in Task to Bug Ratio
Asked by Divya Bhardwaj:

I am calculating the task to Bug ratio for the IT team. Now for calculating that, "Should i consider those people tasks only who are raising the bugs OR" "The whole developer team" OR "The whole IT team"


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

I would think that would depend on who is asking you to report it. What do they want to see?


Tags: jira-service-desk-unknown-hosting-type

jira-service-management
How to export organizations includes the id
Asked by Gal Fatal:

Hi,

Any idea how to export Jira service desk organizations ?

I need to have the list of organizations includes the id, for future import option to other service project, or for import issues from CSV that have organizations, it requires the organization id.

Thanks


Answers:
author: Sebastian Krzewi?ski
body: Hi!

You can get it via rest api - <https://docs.atlassian.com/jira-servicedesk/REST/5.15.1/>

Regards,

Seba


Tags: data-center

jira-service-management

jira-service-management-data-center
Can this share feature be used from the agent portal instead of the help center?
Asked by Kyle Anders:

In the servicedesk/help center, agents have the option to share the request with someone with or without an account.

![image.png](/t5/image/serverpage/image-id/319392iE09930EC80D6DD56/image-size/large?v=v2&px=999 "image.png")

Can this be done from within the the agent portal/project view?  
![image.png](/t5/image/serverpage/image-id/319393i6E55F7FA27D2AC3A/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Jack Brickey
body: The agent can add customers to the Request Participants field. Other Jira users can be added as Watchers (eye icon).

comments: author: Kyle Anders
body: Thanks for your response.

The only issue with the request participants field is the inability to invite new customers.

That share button in the customer portal allows an agent to invite a new customer by entering their email address, while the request participants field will only select from existing and active customers.

(sorry, I realise now I wasn't too clear it was for inviting new customers as well)


author: Jack Brickey
body: Yes, the Agent would need to add the customer before being able to add as a request participant, so a two-step operation.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation | Log Work | Time Spent in Status - Can I track time in progress?
Asked by Riley Hosking:

Hi all,

I know there are apps that can do this, but I was wondering what the best way would be to track the time issues spend in the *In Progress* status?

I have tried with the following JQL in the *Time Spent* field in the *Log Work* automation function:

{{issue.timeInStatus("In Progress").minutes}}m

But this gives the following error in the audit log:

Error trying to log work against an issue  
Worklog must not be null., Invalid time duration entered. (timeLogged)

I have {{now}} in the *Date Started* field.

Any suggestions?

Thanks


Answers:
author: Tharaka_Hettiarachchi
body: Hi [@Riley Hosking](/t5/user/viewprofilepage/user-id/5476666) ,

Do you want to get the logged time? Please watch this [Retrieve logged time](https://www.youtube.com/watch?v=JkqJUKJXdZ0&t=63s)

Cheers!

comments: author: Riley Hosking
body: Hi [@Tharaka_Hettiarachchi](/t5/user/viewprofilepage/user-id/5038012) ,

Thanks for your response but unfortunately not. I want to automatically track how long it takes my team to do various issue types from a finance service desk, and then ultimately capture that on a dashboard gadget.

Any thoughts?

Cheers,

Riley


author: Tharaka_Hettiarachchi
body: If you want the time ona specific status you can do like this.

1. Create a custom field

Settings -\> Issues -\> Custom Field -\> Create Custom Field -\> Choose 'Date and Time Picker' (Eg: Time In Progress) -\> and add that field to your project

2. Create one automation rule to update 'Time In Progress' (It should trigger when the task transition to 'In progress'

![Screenshot 2024-04-19 at 15.57.34.png](https://community.atlassian.com/t5/image/serverpage/image-id/319522iD4A77B51BE3E7B84/image-size/large?v=v2&px=999 "Screenshot 2024-04-19 at 15.57.34.png")

3. Create another automation rule which will trigger when the task transitioned FROM in Progress

![Screenshot 2024-04-19 at 16.00.00.png](https://community.atlassian.com/t5/image/serverpage/image-id/319523iDD99475B9C87EEAF/image-size/large?v=v2&px=999 "Screenshot 2024-04-19 at 16.00.00.png")

here the 'Time in Done' is my custom field

Cheers!


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

time

time-spent
Chat is showing as "Inactive" in my Project Channel section
Asked by Scott Solomon:

How do I make this show "Configure" so I can connect it to Slack?


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@Scott Solomon](/t5/user/viewprofilepage/user-id/5479450) and welcome,

you need to be a Project Admin to perform that operation (Project settings -\> Chat) <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat/>

Hope this helps,

Fabio


Tags: cloud

jira-service-management

jira-service-management-cloud
Canned responses and Assist Answers
Asked by Candace Roberts:

We'd previously used Halp to feed into the template Answers in the Assist Slack app. Now that that is no longer, is there not a way to have the Canned Responses from Jira feed into the Answers in Assist?   

From what I've seen so far, that's only possible by moving from Assist to a 3rd party app.


Answers:
author: fatih calis
body: Hey, you might find [Jira app on Actioner](https://actioner.com/app-directory/jira-software-22) interesting. It offers customizations that could potentially fulfill your needs with some adjustments. By adding one or two workflows, you can add canned response capability into the app. If you prefer to generate your responses using AI, that's also possible.


author: Mikael Sandberg
body: Hi [@Candace Roberts](/t5/user/viewprofilepage/user-id/5464631),

Welcome to Atlassian Community!

[Intents](https://support.atlassian.com/jira-service-management-cloud/docs/create-edit-or-delete-an-intent/) is similar to Answers in Halp, and you can use them to answer common questions. The way the Virtual Agent works is that it will first see if there is an intent that can answer a question, and if not then it will use Atlassian Intelligence and search the connected KB if you have that enabled.


Tags: assist

canned-response

cloud

jira-service-management

jira-service-management-cloud
How can I automate emails to users within an object
Asked by Dan Schlain:

We have objects that contain users (some have multiple users) within our assets schema trees. We need an automation to send out an email to each user within these objects when a field value change is triggered. The basic logic of the automation is fine and should work but we are getting an error stating that the "To:" field of the "send email" action is blank.

The "To:" field currently contains: {{groupMembers.email}}

How can we make this work? Is there a smart value that will target user email addresses that are contained in an object?


Answers:
author: Fernando Eug?nio da Silva
body: [@Dan Schlain](/t5/user/viewprofilepage/user-id/5479317) , welcome to the Atlassian Community!

What you need to do is.

- Add a advanced branch in your automation rule and for smartvalue add your current smartvalue. I'm assuming your smartvalue is your object field with the attribute email.

- You will need to give a name for your advanced branch, you can call **users** or whatever.

- In your automation rule to send email in **to** space, add your variable **{{users}}**

Basically the use of smartvalue within an advanced branch is a 'for each'.

So for each email found in your object attribute, you will be sending your communication.

Your rule should be like this:

![Captura de tela 2024-04-19 005601.png](https://community.atlassian.com/t5/image/serverpage/image-id/319415i09DA5B7EE945E6A3/image-size/large?v=v2&px=999 "Captura de tela 2024-04-19 005601.png")

Hope this helps you

comments: author: Dan Schlain
body: Thanks Fernando, that worked! We had the same logic but it was the ".Email" we had wrong and were referencing the wrong variable in the action.


Tags: cloud

jira-service-management

jira-service-management-cloud
Creating JIRA cards(Stories/Bugs) from Help Desk tickets
Asked by Bhuvaneswari Vasudevan:

I have a Help Desk project that end users use to raise request for access requests, production issues and also request for new features / functionality.

At present all these requests are coming up as a service request into a service project and tagged to a specific queue within the service project.

I have two different scenarios where the JIRA cards need to be created differently and linked to specific initiatives/epics. However in both cases service request needs to be open till the bug card is fixed and gone . It should be closed only after the underlying JIRA card has gone live.

When a user raises request that is for production issues - it needs to create a bug card in a software project linking it to a specific initiative created for tracking production issues.

When a user raises request for new feature/functionality- it needs to create a story card in the same software project linking it to specific initiative created for Feature enhancements.


Answers:
author: Trudy Claspill
body: Hello [@Bhuvaneswari Vasudevan](/t5/user/viewprofilepage/user-id/5345298)

These tasks can be accomplished with Automation Rules.

<https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/>

You would create the rules in the Service Management project.

The Trigger would be Issue Created.

You would add a Condition to check that the created issue is of an issue type for which you want to create a corresponding issue in your Software project.

You would then insert a Create Issue action, or a Clone Issue action, and as part of that set a link between the Service issue and the issue being created.

You can also create a link between the newly created issue and the specified Initiative.

You could handle both types of issue in a single rule using an IF-Else construct to do one set of actions for "production issues" and another set of actions for the "new features".

Give it a try and let us know if you have additional questions.

comments: author: Bhuvaneswari Vasudevan
body: Thanks Trudy for your response. Let me try this out and keep you posted.


Tags: cloud

jira-cloud

jira-service-management

jira-service-management-cloud
Sonarcloud analysis for a .NET 4.6 framework project
Asked by Pradeep Morisetti:

HI,

Is there any update on sonarcloud integration with bitbucket projects using .NET framework 4.6?

I would like to create a pipeline in BB to build my .net project and produce a sonarcloud report whenever there is a commit to the repository.

Thank you.


Answers:
author: Patrik S
body: Hello [@Pradeep Morisetti](/t5/user/viewprofilepage/user-id/3844831) and thank you for reaching out to Atlassian Community!

Sonacloud has a bitbucket pipe available that can be used to scan your code during your build:

* <https://bitbucket.org/sonarsource/sonarcloud-scan/src/master/>

However, I'm afraid this pipe is not currently compatible with .NET Framework, as this needs a Windows environment to run.

Since this pipe is developed and supported by SonnarCloud, I would suggest reaching out to them to check if they have any alternative integration with Bitbucket Cloud when using .NET Framework. You can contact them using one of the options listed at <https://sonarcloud.io/contact>.

Thank you, [@Pradeep Morisetti](/t5/user/viewprofilepage/user-id/3844831) !

Patrik S


Tags: cloud