youngmon/atlassian-qna huggingface dataset:
Jira service desk portal project sorting
Asked by Bojan Virag:

Default sorting of the projects on the service desk portal page is by "Popularity".

What criteria is used to make portal more "popular". I have a new project I need to place on top, but since there is no customisation option, I need to game the "popularity metric"


Answers:
author: Fazila Ashraf
body: Hi [@Bojan Virag](/t5/user/viewprofilepage/user-id/4570247)

Popularity is calculated as the average daily requests created in a portal in the last 90 days.

You can read more about customising the portal list in <https://support.atlassian.com/jira-service-management-cloud/docs/feature-service-projects-in-your-help-center/>


author: Dave Mathijs
body: Hi [@Bojan Virag](/t5/user/viewprofilepage/user-id/4570247) I assume it's based on activity, i.e. the number of issues created within that specific portal. But the documentation doesn't mention this explicitly.


Tags: jira-service-management

jira-service-management-server

server
How to create automation rules for assign a group of people, email notification to a group of people
Asked by Jimmy:

I am new to jira service desk. I am thinking to if possible to create rules for:

1. Auto assign a group of people by default

2 auto email when a new ticket is created

Also are the rules created by me is private and can't be seen by other project?


Answers:
author: Joseph Chung Yin
body: [@Jimmy](/t5/user/viewprofilepage/user-id/4452645) -

Hi Jimmy:

In Jira/JSM, an issue can only be assigned to a specified agent user by default via automation rule setup. Unless you can search for possible third party add-on which give you the additional functionality via <https://marketplace.atlassian.com/>.

For automation rule, the "Assign Issue" action you can use the following options associated with this action - A user in a defined list" or "User in a group". Here is a reference documentation link on Assign Issue action - <https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Assign-issue>. For group, you will have create the group first as a system admin and manage the users to be associated to the group. The key important point is that assignee in JSM must have an agent license.

Lastly, here is a great demo video on using the action with "A user in a defined list" option: <https://www.youtube.com/watch?v=hEh3MsoUxho>

On our second ask of sending email - By default that your JSM project already have an notification scheme setup to send system notification to the assignee when issue is assigned. However, if you want to create custom notification email, then you can use the automation rule action of "Send email" - <https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-email>

On your third ask - Automation rule (by default) is individual project based. However, system admins can change it to Global scope where it can be applied to one or more projects.

Finally, here is the key reference links on how to use automation -

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

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

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

Hope those information help.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Jimmy
body: Thanks for the help. Will try it out.


Tags: jira-service-management

jira-service-management-server

server
How to migrate EXTENSION FOR JIRA SERVICE DESK plugin data from Datacenter to another existing DC
Asked by Sai Krishna Challendula:

Hi All,

none of the configuration for the EXTENSION FOR JIRA SERVICE DESK add-on is coming over. We aren't able to migrate the Bundled Fields using CMJ plugin DC version.

The actual custom fields are migrated, but none of the sub fields are migrated for each field

Thanks,  
Sai Challendula


Answers:
author: Joseph Chung Yin
body: [@Sai Krishna Challendula](/t5/user/viewprofilepage/user-id/5384131) -

Hi Sai:

Welcome to the community, since it is a separate third party add-on for the JSM env (DC), you need to contact the vendor of the add-on for direct support/technical question/issues to assist you further.

[https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?tab=support\&hosting=datacenter](https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?tab=support&hosting=datacenter)

support@deviniti.com

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: jira-service-management

jira-service-management-server

server
Do customers receive notifications if they are deleted from Jira?
Asked by Fahad Akhtar:

Hi,

If I remove a customer from Jira meaning I completely delete them do they receive an email that they no longer have access? Do they receive an email if their access is revoked?

Thanks,  
Fahad


Answers:
author: Joseph Chung Yin
body: [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740) -

Hi Fahad:

Based on my knowledge and experience, he/she doesn't receive any notification when their access has been revoked or account is deleted.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Where are the SLA %'s in Jira Cloud that we used to be able to see in the server environment?
Asked by Sara Nicholson:

In the On-Premises Server, we were able to see the % met for each of our SLAs by default. Where can this be found in Jira Cloud? I have gone to our project settings and clicked on SLA(s) and I can see our SLA(s) but not the current %. I have to go into each custom SLA to view the %'s.


Answers:
author: Kateryna_v_SaaSJet_
body: Hi [@Sara Nicholson](/t5/user/viewprofilepage/user-id/4370731)  
You should look for reports not on the SLA configuration page but on the Reports page. It can be seen in JSM under the selected project.  

![4.png](https://community.atlassian.com/t5/image/serverpage/image-id/297150iDE72BE2928A89A6C/image-dimensions/206x404?v=v2 "4.png")  
What you're talking about sounds more like the capabilities of third-party add-ons like **SLA Time and Report for Jira Cloud** (developed by my team). There, you can get the SLA report right after SLA Configuring.  
![sla tme and report - sla met vs exceeded issues chart report.png](https://community.atlassian.com/t5/image/serverpage/image-id/297152i4E863053E32C0511/image-size/large?v=v2&px=999 "sla tme and report - sla met vs exceeded issues chart report.png")  

If this option suits you more, [use the 30-day trial](https://marketplace.atlassian.com/apps/1220741/sla-time-and-report-for-jira?tab=overview&hosting=cloud&utm_source=Atlassian_Community&utm_medium=referral&utm_campaign=Comment_Where-are-the-SLA-in-Jira-Cloud-that-we-used-to-be-able-to-see-in-the-server-environment&utm_term=20231217) to test it yourself.


author: Marc - Devoteam
body: HI [@Sara Nicholson](/t5/user/viewprofilepage/user-id/4370731)

Within Cloud this is stored in the default custom report SLA success rate.

If you create new SLA's you will have to add the new series in the report, or you can create your own report.


Tags: cloud

jira-service-management

jira-service-management-cloud
Rule for issues to trigger email if assignee field is empty for 24 hours
Asked by Laura Bumgardner:

When - Issue Cresated

If - Unassigned

**Time- for 24 hours \<-that is what I need help with**

Then - email


Answers:
author: Joseph Chung Yin
body: [@Laura Bumgardner](/t5/user/viewprofilepage/user-id/5333797) -

Hi Laura:

Welcome to the community. You can use something like

```
created >= startOfDay(-24h)
```

One recommendation on your rule, you should not be using the Issue Created trigger because this is not the appropriate one to use. It will be fired unnecessary and will not work.

Instead you should use "Scheduled" trigger to accomplish your task where you can set it up to run on a daily basis. See below as an example

![2023-12-11_12-04-08.png](https://community.atlassian.com/t5/image/serverpage/image-id/296253iB569D422CCC672CA/image-size/large?v=v2&px=999 "2023-12-11_12-04-08.png")

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Laura Bumgardner
body: thank you!


Tags: cloud

jira-service-management

jira-service-management-cloud
What are best practices we can follow for project naming and prefix for the issue keys
Asked by sachin_salunkhe:

Hi Guys,

Please provide the details on how we can create the naming conventions for the new projects and the issue keys of the projects.

Also if you add the standards of JSM as an practice.

Thanks

Sachin


Answers:
author: Shawn Doyle - ReleaseTEAM
body: Ah..the whimsical notion of 'best practice' makes me chuckle, that there's a 'Goldilocks' way of doing things - not too hot, not too cold, but just right.. What is best for one is often terrible for the next.

Pretty much, keep it simple, the KISS method. Name the projects short and sweet enough that they resonate with the users yet they are unique enough to not step on each other and cause confusion.


author: Joseph Chung Yin
body: [@sachin_salunkhe](/t5/user/viewprofilepage/user-id/5187822) -

Hi Sachin:

Here is the common recommendation on project name and project key -

Project name - Keep concise and to the point, so when users see the name, it will convey the meaning for the project. However, keep it short (Three or Four words will be the best)

Project key - Although it can be between 2 to 255 characters long. The default is always set to 10 characters long. Avoid using number character in the project key. The shorter the key is, it is the best choice.

Here is a link on project configurations option guideline - <https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-application-options/>

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Transition a service ticket into a Software project backlog and allow end user to see updates
Asked by Angela Schroeder:

We have a Service project for incoming issues. From these issues some we will want to move to a project backlog on a software project. How do we keep that service ticket open so as it moves through it's process in the software project board the end user who submitted can still see updates and/or comments as it goes through the process. We backlog items and sometimes don't work on them for days/months. When we do we still would want end user to see status and updates as they are made. Right now when we move an issue from one project to another the customer portal no longer shows the issue to them and if they have an email to link to it then it just has an error message you cannot see this information or something like that.


Answers:
author: Dirk Ronsmans
body: Hey [@Angela Schroeder](/t5/user/viewprofilepage/user-id/5383846) ,

Once you move the issue to a JSW project you'll lose the connection to the customer.

The way this is normally done is to create a new linked issue in your software project and keep the JSM issue open. After that you would use automations to either change the status of the JSM ticket or to add "public comments" to keep your customers up to date.

As one side is customer facing and the other is internal, having 2 issues in 2 different products/methodologies is the cleanest.

comments: author: Angela Schroeder
body: Do you set up the automation in the service project or software project? Any links to documentation of how to set this up would be helpful as well if you have them!


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software
Create internal only tickets - stop them showing in Portal
Asked by Beth Woods:

I'm looking for some advise on if I can make some tickets/case internal only? ie Only visible to agents and selected groups in JIRA. This would need to be automatic when the internal user opens the case but have the ability to make it public if required.

We have internal users that often open tickets related to an organisation. As such, we want to add the organisation name to the ticket so we can track and report on it. BUT we don't want all the users associated to the organisation to see it.

Is there a way I can make these internal? I looked into Issue security but it doesn't seem like the right usecase unless I'm understanding it incorrectly


Answers:
author: Asha Goyal
body: Hello [@Beth Woods](/t5/user/viewprofilepage/user-id/5383833)

You need to take the help of Issue Security for achieving this. You can check this in the Cog --\> Issue Security.

Please refer to the doc for further information:

<https://support.atlassian.com/jira-service-management-cloud/docs/create-security-levels-for-issues/>

Please accept the ans if it helps.

Thanks

Asha


Tags: cloud

jira-service-management

jira-service-management-cloud
App not working on Attendance centre
Asked by Suporte JRetail:

Hi,  
I have a problem with an app at the Attendance centre, the app has a link: **custom-report-cloud-prod.deiser.com**   
![Screenshot_57.png](/t5/image/serverpage/image-id/296199iB6FA64FED64CFD78/image-size/large?v=v2&px=999 "Screenshot_57.png")  
Is there anyway to uninstall or disable this app so it doesn't show on my Attendance centre?


Answers:
author: Marc - Devoteam
body: Hi [@Suporte JRetail](/t5/user/viewprofilepage/user-id/1356100)

You can just disable or uninstall the app via the Jira Apps settings.

You should be able to do this as I see you have site admin permissions.

See [managing apps](https://confluence.atlassian.com/servicedeskcloud/managing-apps-1097175863.html#Managingapps-TheUniversalPluginManager)

comments: author: Suporte JRetail
body: Hi [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

I have tried doing this, but I don't know which app is causing this problem.  

Is there a option to remove this app screen directly on Attendance centre?


author: Marc - Devoteam
body: No you can't, apps can be only removed from the apps section in the Jira administration.

As you mention Deiser, I know this vendor on the marketplace.

You can also expand all installed apps and see the vendor.

Apps from Deiser can be found [here](https://marketplace.atlassian.com/vendors/27570/deiser) and I'm almost sure the app is called Queuespot (formerly Waiting List)


author: Suporte JRetail
body: Thank you very much for your help


Tags: cloud

jira-service-management

jira-service-management-cloud
Pull and Match using RegEx
Asked by Jay:

I am attempting to set up automation with our JSM. We have a third party that uses Service Now, so whenever they add a comment we end up with a new Jira ticket instead of a comment.   

The subject always contains:  

"Comment Added to SIR########" where # is a number that correlates to our ticket number on their side. What I am attempting to do is when one of these comments get created, we can use RegEx to pull the SIR# and search for the initial ticket that was provided under the same SIR# where it can be linked and then closed as a comment.   

I've found the pull email using regex page on jira, which kind of tells me how to pull the data, but I don't know how to utilize that data in the next step of automation. Any help would be great.  

Thank you in advance.


Answers:
author: Marc - Devoteam
body: HI [@Jay](/t5/user/viewprofilepage/user-id/5338484)

Welcome to the community.

How is your integration between you and your 3rd party setup?

As I know SN has a very good integration from their end with Jira and new comments should not create new tickets at your end.

I think you should look with your 3rd party how the integration is set and how to improve this.

See SN [documentation](https://docs.servicenow.com/bundle/vancouver-integrate-applications/page/administer/integrationhub-store-spokes/concept/jira-serv-mngmt.html) on their spoke to JSM


Tags: cloud

jira-service-management

jira-service-management-cloud
Create Kanban tix from JSM tickets automatically and link them.
Asked by Cocos-Copas_ Mark _Programme Delivery Manager_:

Hi All,

I am trying to connect my newly implemented JSM SD queues to a single existing Kanban board that our support dev teams use. I would like to have new tickets created in JSM to automatically create a kanban ticket. THis is because our Dev teams do not have access to the JSM queues. More i'd like to have them linked so that if ther devs add comments or move the ticket to 'done' this is reflected in the JSM ticket.

We are running Jira Data centre and have just started setting up JSM for a new SD function.....

Any help or advice would be appreciated.

THanks


Answers:
author: arti.b.patil
body: hello,  
i have a similar requirement, for this i have configured a kanban board with JSM and Jira project using below steps: <https://confluence.atlassian.com/jirakb/creating-a-kanban-board-for-a-jira-service-management-project-1001823609.html>

however, i have a question, in this process people onboarded in Jira project will also get Jira service management Licence?

i am hoping only access to JSM tickets are extended but JSM licences are not given.


Tags: jira-service-desk-server

jira-service-management

jira-service-management-server
Go back to previous priority
Asked by Fatima AALLA:

Hello, I implemented an automation rule, and I need to go back to previous priority, when an other field changes , I tried this {{#changelog.priority}}{{fromString}} but it doesn't work Any suggestions please?


Answers:
author: Trudy Claspill
body: Hello [@Fatima AALLA](/t5/user/viewprofilepage/user-id/5261577)

Can you please share with us your complete automation rule?

As per the documentation you cannot access information about the Priority field through the changelog smart value:

<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--changelog-->

If you need to revert the Priority field to the value it had prior to its last change, and if that change happened prior to the change of the "other field" you are using as your trigger, then you will need to keep track of that previous Priority value in in a separate field that you can reference later in an automation rule.


Tags: cloud

jira-service-management

jira-service-management-cloud
cannot add comments for our customers
Asked by dgalatescu:

Hello,

We cannot add any "normal" comments on tickets.

We need this feature in order to comunicat with our customers.

![Screenshot 2023-12-11 at 14.37.49.png](/t5/image/serverpage/image-id/296174i20EC08EF7056EF00/image-size/large?v=v2&px=999 "Screenshot 2023-12-11 at 14.37.49.png")

Please help us resolve this issue ASAP.

Best regards,

Dan Galatescu


Answers:
author: Dirk Ronsmans
body: Hey [@dgalatescu](/t5/user/viewprofilepage/user-id/1583624) ,

Couple of questions from me.

* Were you able to enter a "reply to customer" in the past?
* Can you see any other JSM features (like SLA's/Queues) on your project?
* Can you validate that you have a proper JSM license on the account you are using
* Is this a single user having issues or all users?
* Is this a company or team managed service project?


author: Dan Breyen
body: Hi, Dan, I looked at Atlassian's Status page (status.atlassian.com) and didn't see any outstanding issues. You may want to contact Atlassian Support (support.atlassian.com/contact).

They would be able to dig deeper into your issue.

comments: author: dgalatescu
body: Hi, Dan,

Thank you for your reply.

I have just raised a ticket on support.

Best regards,

Dan


Tags: cloud

jira-service-management

jira-service-management-cloud
How to put a prefilled table in paragraph field in JSM
Asked by minki kim:

Hi,

Tried to add a prefilled table but it turned out to be like below; it appears multiline and rich default response is not possible in JSM, unlike in Work Management..

Column1 \| Column2 \| 3 \|......

Is there any way to do so that requestor can paste multiple rows in the predefined table format (basically headers)?

Regards


Answers:
author: Anusha A
body: Hi, We have raised this with our developers. Please check out below -

* <https://jira.atlassian.com/browse/JRACLOUD-78176>
* <https://jira.atlassian.com/browse/JSDCLOUD-9795>


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
What's VisualScript for Jira Cloud add- on pricing?Can't find it
Asked by Vera Valshonok:

Hi All,

Im confused in pricing of this app VisualScript for Jira Cloud add. Ican not find it anywhere.


Answers:
author: Fazila Ashraf
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

What is the reference url for this add on ? where did you hear about this?

comments: author: Vera Valshonok
body: We have it in manually installed apps on jira, but I cannot find it in generally when googling. Maybe someone is familiar with it.

This is what I found.

[Admin -- VisualScript](https://support.visualscript.com/hc/en-us/categories/360002542072)


author: Fazila Ashraf
body: hmm.. i do not see it in marketplace.

Atleast the server version updated till 2021 is available in <https://marketplace.atlassian.com/apps/1219629/visualscript-reports-and-charts-for-jira/version-history>

I suppose they stopped support/development. :(

Do you have a licensed version installed?


Tags: cloud

jira-service-management

jira-service-management-cloud
Can't access unsecured variable in pipelines script
Asked by Chris Thorp:

I'm trying to access a variable (unsecured) in a script to create a .env file before building, but the file is always created empty. The plan is to base64 decode it, but right now I'm just trying to access it at all. As far as I can read only secured variables should be restricted. What am I missing?

Screenshots below

Thanks!

```
script:
  - echo $ENV_FILE > .env.local
  - cat .env.local
  - yarn install
  - yarn build?
```

![Monosnap rushhourmedia _ wristcheck-next _ Deployments ? Bitbucket 2022-06-14 17-54-24.png](https://community.atlassian.com/t5/image/serverpage/image-id/201838i46C91C747A542242/image-size/large?v=v2&px=999 "Monosnap rushhourmedia _ wristcheck-next _ Deployments ? Bitbucket 2022-06-14 17-54-24.png")![Monosnap rushhourmedia _ wristcheck-next ? Bitbucket 2022-06-14 17-55-20.png](https://community.atlassian.com/t5/image/serverpage/image-id/201840i560A44ACB6678F2C/image-size/large?v=v2&px=999 "Monosnap rushhourmedia _ wristcheck-next ? Bitbucket 2022-06-14 17-55-20.png")


Answers:
author: Norbert C
body: Hi Chris,

Thanks for reaching out to Atlassian Community, my name is Norbert and I'm a Bitbucket Cloud Support Engineer, it's nice to meet with you!

This sounds interesting, can you try to do only the "echo $ENV_FILE" command and let me know whether if it shows the environmental variable? Also, can you let me know if you're using Runners or are you running it on our Pipelines infrastructure?

Please let me know.

Best Regards,  
Norbert  
Atlassian Bitbucket Cloud Support

comments: author: Chris Thorp
body: Hi Norbert,

I figured it out myself eventually - this was a deployment level variable which I didn't realise would not be available in non-deployment steps. I have moved it to a repository level variable which is now working.

Thanks for he reply


author: Norbert C
body: Hi Chris,

Thank you for your reply, I'm glad to hear your issue is resolved :).

Have a lovely weekend ahead and stay safe!

Best Regards,  
Norbert  
Atlassian Bitbucket Cloud Support


Tags: bitbucket-cloud

cloud