youngmon/atlassian-qna huggingface dataset:
Jira Service Management Chat is missing Teams config
Asked by Alex Lloyd:

I'm trying to follow the steps here - <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat-in-microsoft-teams/>

1. From your service project sidebar, select **Channels** , then **Chat** , then **Configure**.

2. Select **Add to Teams** . This opens the [Teams app store listing for Assist](https://teams.microsoft.com/l/app/33621d49-05e8-47e9-844b-f0d1c43ef5be).

<br />

However I can only see Slack as a Chat option... no Teams connection.   

When i try connecting Via the Assist app within Teams itself, i get this message (in image) over and over. I've authorised the app in both JSM \& Teams, but following the link in the Teams chat, but it just takes me to <https://www.atlassian.com/software/halp/msteams>  

Has the feature been deprecated? It's the only reason we were going to use JSM!  

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/274521i948D3CDFC4756323/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Evn Tomeny _Appfire_
body: Alex,

That's quite odd! Could you post a screenshot of your Chat settings page?

![Screenshot 2023-08-11 at 11.27.58 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/274690i90883F620D825206/image-size/large?v=v2&px=999 "Screenshot 2023-08-11 at 11.27.58 AM.png")  
Cheers,  
Evn

comments: author: Alex Lloyd
body: It was because we'd already connected a Slack account...

The message:

"A Jira site can only connect to one Slack workspace or Microsoft Teams tenant."

My reading of that implied that i can use both a Slack workspace \& Microsoft Teams tenant, but only one workspace / tenant in each.

It actually means that a Jira workspace can only connect to either one Slack workspace OR One Microsoft Teams tenant (but not both).

I had to reach out to Atlassian support to ask them to remove our Slack integration (couldn't disconnect it ourselves), but have now been able to re-connect to Teams (only)


author: Emel Do?rus?z
body: Hi [@Alex Lloyd](/t5/user/viewprofilepage/user-id/5290029) - let me know if you still need help. We - @[Actioner](https://actioner.com/) - make it possible to have Halp functionality available both on Slack and MS Teams.


Tags: cloud

jira-service-management
Automation rule to comment on children as per the assignee from parent
Asked by Jiten Khanna:

I have created an Automation rule but somehow it's not providing the same Assignee name for Child issues from issuetype- Initiative# which is parent of Epic rather gives what's in Epic, any suggestions?

![Assignee under Comments.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/272526iD89FAEC3B5EC7071/image-size/large?v=v2&px=999 "Assignee under Comments.JPG")


Answers:
author: Ste Wright
body: Hi [@Jiten Khanna](/t5/user/viewprofilepage/user-id/5280817)

The rule is being triggered when the Initiative is assigned?

If yes, you could try using the smart value...

```
{{triggerissue.assignee.displayName}}
```

...and see if this works?

Ste
Halp Assist Slack. How can I add screenshots as part of the ticket creation?
Asked by Jin Yi Liu Fu:

I was wondering if I can attach screenshots or files to the ticket before I create it. Or is the only way by attaching it as part of the thread afterwards?


Answers:
author: Mikael Sandberg
body: Hi [@Jin Yi Liu Fu](/t5/user/viewprofilepage/user-id/5265434),

Welcome to Atlassian Community!

Yes, screenshots in the initial message will be added to the request as an attachment.

comments: author: Jin Yi Liu Fu
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

Thanks for responding. I actually meant for so in Slack I start the command using /halp then this pop up shows up where I fill in my details. However, it doesn't give me the option to be able to attach images or an attachment ( see image below). Therefore wondering if there is some setting that would allow me to do so.

![Halp.png](https://community.atlassian.com/t5/image/serverpage/image-id/268056iEAF3A584C8564083/image-size/large?v=v2&px=999 "Halp.png")


author: Mikael Sandberg
body: If you are using the form then no, it will not allow you to add a screenshot to it. The only time it will include it is if you add a message in the request channel, or comment in the thread after the request has been created.


author: Jin Yi Liu Fu
body: Is there a way to set up the message function that you are mention above to replace the form? Will it still shows the messages as a ticket in Halp?


author: Mikael Sandberg
body: When you enable Halp you create a request channel and a triage channel. When users add a message in the request channel it will generate a ticket in Halp. If this message contains a screenshot it will be added as an attachment.


author: Jin Yi Liu Fu
body: I see got it thanks for the response


author: Emel Do?rus?z
body: Hello [@Jin Yi Liu Fu](/t5/user/viewprofilepage/user-id/5265434) ,

Since Halp is not available anymore, you may want to use Actioner's ticketing solution instead. It has all the capabilities you need, such as attachment syncronization.

<https://actioner.com/solutions/help-desk>

<https://actioner.com/support-use-cases>

<https://actioner.com/app-directory/conversational-ticketing-with-zendesk-47>

You can connect it to your ticketing tools like Jira Service Management or Zendesk, or use the standalone version. And run all your ticketing and service management actions from Slack. Let me know if you need any help.

Thanks,

Emel Dogrusoz

Co-founder @ [Actioner](http://www.actioner.com)
Messages with images in Slack doesn't sync properly all the content in Jira/Halp tickets
Asked by Jose Manuel Serrano:

Hi, I notice a few days ago that new messages containing images aren't being synced well with Jira/Halp tickets.

Not sure if is an update on Slack or maybe a change on Halp/Jira but I get this message from time to time, losing the context of the conversation:  
**This message contains interactive elements.**  
The ticket only stores this message and the image attached but not the text. It's very frustrating to lose context every time a client wants to attach an image.  
Do you now if we can do something to avoid this behavior and come back to the old one?  
Thanks


Answers:
author: Emel Do?rus?z
body: Hello [@Jose Manuel Serrano](/t5/user/viewprofilepage/user-id/5236655) ,

Wondering if you had any progress... Since Halp is not offered as a product anymore, you may want to use Actioner's ticketing solution instead. It comes with a no-code app builder platform to customize the out-of-the-box, Halp compliant app the way you want.

<https://actioner.com/solutions/help-desk>

<https://actioner.com/support-use-cases>

<https://actioner.com/app-directory/conversational-ticketing-with-zendesk-47>

You can connect it to your ticketing tools like Jira Service Management or Zendesk, or use the standalone version. And run all your ticketing and service management actions from Slack. Let me know if you need any help.

Thanks,

Emel Dogrusoz

Co-founder @ [Actioner](http://www.actioner.com/)


Tags: cloud
how can I delete comments in a page all at once
Asked by rosa rosemberg:

I need to delete the comments in the page, the only option I can see is to delete them one by one, in that way, it sends an email notification to every one is involved in the page (editors and watchers).

there is a way to delete all comments at once?

or maybe cancel the notifications for the page watchers?

thank you!


Answers:
author: Diogo Teles
body: Hi [@rosa rosemberg](/t5/user/viewprofilepage/user-id/5252510), welcome to the community!

Currently, Confluence has no built-in option to do either of the things you want (delete all comments or prevent notification to watchers and editors when deleting a comment).

I suggest voting and following this issue [CONFCLOUD-5023 Bulk Comment Delete](https://jira.atlassian.com/browse/CONFCLOUD-5023)

If you have that permission, you could avoid notifying watchers by temporarily removing them from the page using the manage watchers option. But make sure to note them down so they can be added later. Notifications would still be sent to editors. And you would still have to delete the comments one but one.

Another alternative is to make a fresh copy of the page with a placeholder name. Add the same editors, restrictions and watchers to it and then archive then delete the old page. You can then rename the new page to the same name. This has significant drawbacks**:** you would lose page version history and break any incoming links.

Finally, you can use a 3rd party addon linked to ["Delete All Comments"](https://marketplace.atlassian.com/apps/1212938/delete-all-comments?tab=overview&hosting=server) if you are on Confluence server.

comments: author: Kalin U
body: Great suggestions!


author: Evgenii
body: Hi, [@rosa rosemberg](/t5/user/viewprofilepage/user-id/5252510)

As [@Diogo Teles](/t5/user/viewprofilepage/user-id/5131077) already mentioned, Confluence doesn't have such functionality. But if you have addon, like ScriptRunner, it can be made very easy, with groovy script/


Tags: confluence
How can I get the Halp Ticket Number into Jira?
Asked by Dan Rico:

Currently, when issues are created in Halp, they generate an issue in Jira but the ID is different. Is there any way to create a field and/or get parity so agents that like working out of both portals can easily cross reference using IDs?


Answers:
author: Sayed Bares [ServiceRocket]
body: [@Dan Rico](/t5/user/viewprofilepage/user-id/4890802) Are you using Jira Cloud or Server/DC? either way you should be able to create a customfield text type and put your Halp ID then you can use that as a cross reference


Tags: jira
How to create object in request
Asked by Yevhenii Yerin:

I want to create a request form where users can select an object from a predefined list or type a new object if it doesn't exist. and its create a new object.


Answers:
author: Kalin U
body: Assist (or previously known as Halp) doesn't support all types of fields. See the [documentation here](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-chat/#Supported-field-types).

I'm afraid you cannot achieve this yet with Assist in Teams or Slack. You would need a custom field of type [Assets object](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-the-assets-object-field/) in the first place, which is not yet supported by Assist. You'll also need to be on the *Premium* plan of Jira Service Management in order to use Assets.

I also don't think I've ever seen any reference or evidence of customers being able to add new objects to Assets.

You'll have more success if you present your form not in Assist (Halp), but in the Jira Service Management portal. Then, you can use a third-party marketplace app that can do the trick of selecting existing and adding new objects. There are a couple that may integrate with an external database to present and manipulate options.


Tags: cloud
Slack workflow to create Jira ticket failing due to custom field errors
Asked by Lucy Brown:

I am using Slack workflows to create a Jira ticket from a Slack form.

I have mapped all the fields from the form into the various fields in Jira.

We have some field validations in place for some fields, e.g. a field must be mandatory, or a field must be numbers only, or a URL only, to help us control the data

When creating the tickets manually, these validations work well.

When creating the tickets using the slack workflow, mapping the fields from slack, i am getting errors, as below

1. Error: Integration+ was unable to process workflow step. Reference code: 1685612675545 \>\>\> Jira Error: Unable to communicate with Jira, 400 error - customfield_23838: Operation value must be a number
   1. Even though the data i am entering from slack is a number. ive tried typing the text manually e.g. "0" or using a variable from the slack form, and they are both failing and getting this error
2. Error: Integration+ was unable to process workflow step. Reference code: 1685612989658 \>\>\> Jira Error: Unable to communicate with Jira, 400 error - customfield_24031: Account Manager is required.
   1. Even though i have hard coded a users name in the Account Manager field

Please can you help advise how to resolve this? i am getting errors for these custom fields, even though i am following the rules

thanks a lot!


Answers:
author: Rachel Armstrong
body: Hey Lucy, thanks for reaching out to the team!   

The Slack workflow step has some limitations when it comes to custom field data and by proxy, syncing to Jira.   
The Slack workflow steps for Assist *cannot* collect and send custom field data -- you can add a step to have users fill out a form and mirror that to the request type you're attempting to sync to, but we're unable to send that data to any field other than the Summary.   

The best method to utilize the Slack workflow step in its current form is to only select request types that **have no required fields other than Summary** . The reason for that is because we cannot collect and send custom field data via the workflow step, you'll see the errors you've mentioned due to Assist being unable to provide a value for them, so Jira rejected creation of the ticket entirely.   

If you're not able to remove requirement of fields in order to follow the suggestion above, we recommend not using the workflow step and instead utilizing the formal method to sync to request types via the Chat feature, seen here: <https://support.atlassian.com/jira-service-management-cloud/docs/set-up-chat/>  

Let me know if this helps!


Tags: custom-field

jira

server

slack

workflow
How to configure public slack channel as request chat for @assist bot
Asked by Alik Khilazhev:

Hi!

I am trying to add @assist bot to public channel to configuret it as request chat (agent chat is already configured for project).

But after adding the bot to public channel it writes error message:

Public channels can't be used as your first agent channel. Please `/add @assist` to a private channel first to continue your onboarding process.

I have tried to remove bot app from slack, create new chats but it does not work.

Works only with private chats.

How it could be fixed?


Answers:
author: Alik Khilazhev
body: It seems like there was another project with unfinished chat configuration. When I finished it worked as charm


Tags: cloud
is it not spelled Help?
Asked by Nicholas Lugo:

I personally think that in the Halp section, it should rather say Help. That section has the most help out of all of them and is very helpful...


Answers:
author: Tomislav Tobijas
body: Hi [@Nicholas Lugo](/t5/user/viewprofilepage/user-id/5192359)

I'm not sure if you're aware, but **Atlassian Assist (formerly "Halp")** is an ++Atlassian product++ - <https://www.atlassian.com/software/halp>

I often see people writing some general and not product-related questions here as they might be confused by the group name.

Anyhow, as Halp is becoming more and more integrated with JSM (in a form of Atlassian Assist), and based on the teams' [latest announcement](https://community.atlassian.com/t5/Halp-articles/The-evolution-of-Halp-into-Jira-Service-Management-Cloud/ba-p/2293388), I suspect this group might be archived or renamed at some point in the future.

comments: author: Nicholas Lugo
body: Presumably yes Id hope so. A minor inconvinience to a potentially necessary category of this product. Its pretty embarrasing to say the least.
Jira Assist and Slack - why does Agent get replies in both Assist bot & their triage Slack channel?
Asked by Meytal BM:

hi, we are using Jira Assist and Slack. As an Agent, i see the Assist bot in Slack and my triage channel. When any changes made to a ticket, i get notified in both the Assist Bot and the triage channel. How can I only get the notification in the triage channel? There is no need for both as an Agent.


Answers:
author: Meytal BM
body: You can see in this screenshot what i mean.

![2023-04-04_11-21-59.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/249695i1036B5DC142E6BA9/image-size/large?v=v2&px=999 "2023-04-04_11-21-59.jpg")
One Atlassian site connected with both Slack and Teams...?
Asked by Tomislav Tobijas:

Hi,

From what I've managed to dig out, currently, it isn't possible to integrate one Atlassian/Jira site with both Slack and Teams.

As we're Atlassian Partner company and we work with multiple clients, of which some use Slack and others use Teams, it would be cool if we could integrate both tools with Halp/Assist/JSM Chat. In Slack, we would probably use our main workspace and set up Slack Connect channels, while in teams, we would just make new team for each support client.

Anyhow, the question is - if this is not possible to set up just yet, is it maybe on some future roadmap?

Cheers,  
Tom


Answers:
author: Andrew Homeyer
body: Hey [@Tomislav Tobijas](/t5/user/viewprofilepage/user-id/3848395), the Atlassian Assist app only supports connecting to either Slack or Teams currently, not both. We're tracking this feature request here: <https://jira.atlassian.com/browse/JSDCLOUD-12098>


author: Maria Barrios (Adaptavist)
body: Hi Tomislav, I'm Maria, the PMM for Stitch It. I'm not sure if you're looking for a specific Atlassian feature that would allow you to connect separately, processes between Slack or Teams and the apps you mention above. However, if what you need is an app that would help you integrate Slack and Teams with Assist, JSM and Halp, this could be achieved with Stitch It. We currently have managed connectors for Slack, Teams and JSM, and a generic HTTP connector that you can use to sync with Assist and Halp if needed.

If you're interested in giving it a go you can try Stitch It for free through [this link](https://stitchit.app/) and learn more about the tool on the Atlassian marketplace [here](https://marketplace.atlassian.com/apps/1224414/stitch-it-atlassian-integration-to-anything?hosting=cloud&tab=overview).
Requester Notifications Not Working in MS Teams
Asked by Cohen Muller:

Hi, when users create a ticket in Teams, they are sent an initial notification that the card has been created, but they don't get any follow up notifications if an agent replies to the ticket. It says here <https://plz.halp.com/article/5k347f7jqi-activity-feed-notifications-in-teams> that requesters receive notifications whenever someone adds a comment to the ticket, but this isn't happening. Do they have to be in the private triage channel with the agents for this to happen? Thanks


Answers:
author: Tomislav Tobijas
body: I was testing Teams integration with the JSM Chat feature, and notifications worked just fine. For example, when someone left a comment on a Jira ticket, the user would get a notification in Assist chat about the update (and the comment would be visible - if it was a public comment on the Jira side). Also, whenever the issue was deleted, the requester would receive a notification for that as well.

![2023-03-15_09-39-38.png](https://community.atlassian.com/t5/image/serverpage/image-id/245662i93B221305E53658D/image-dimensions/393x409?v=v2 "2023-03-15_09-39-38.png")

That's for the JSM Chat feature, but I didn't test out integrating Halp/Assist directly in Teams.

comments: author: Cohen Muller
body: Thanks for the reply, I think I found the solution. I just had to give org-wide permissions to the Assist app on teams, it seems to now be notifying the requester when a comment is added.


Tags: helpdesk

ms-teams

notification
Atlassian Assist Slack Workflow step to support other fields
Asked by Matus K:

Hello,   

We would like to utilise Atlassian Assist to raise requests which are being triggered with a workflow action in some of our private channels. These actions would launch custom form (Slack form) from which we want to use the user input/data to populate our required fields for each respective request type using variables. The current Assist Workflow Step - Create issue - supports only the Title (Summary), reporter, assignee and request type. However we would like to use Description or other system fields / custom fields that we require for input.   

Is there a way how to achieve this without populating everything from previous step in the flow (custom slack form fields/variable) into **Title** and then after creation in JSM parsing the **Summary** into respective fields using JIRA Automation?

Thanks,

Matt


Answers:
author: Tomislav Tobijas
body: Hi [@Matus K](/t5/user/viewprofilepage/user-id/1005540)

If you have integrated a queue with the Jira project (meaning you're syncing tickets between Halp/Assist and Jira), custom forms in Halp/Assist are not available. If you wish to configure the form, you'll have to modify your **Request form** or **Create issue screen** in Jira - depending on if you're using JSW or JSM.

In any case, these forms and fields displayed there are configured from Jira.  
Note: not all Jira fields are supported in Assist so they might not be visible in Slack form. You can see my latest reply to this question: <https://community.atlassian.com/t5/Halp-questions/How-to-modify-forms/qaq-p/1959591>


Tags: assist

slack

workflow
Way to sync confluence to halp answers
Asked by Max Orejola:

Hi Halp community,

My company is review Halp as another form of ticket intake in slack and we are wondering if there is anyway to connect our confluence help center with halp answers.

Cheers,

Max


Answers:
author: Nadhila Savira
body: Hey Max,

Halp Answers is being put behind a feature flag, and in its current form it does not have the capability to sync with Confluence data.
Auto data loading
Asked by behrooz mehr:

Hi,

I have 200+ Thermal and SI simulation reports that want to auto load in JIRA library. The Library is already created. But looking for a way for auto loading the results, rather than one by one data entry

Any suggestion?

Behrooz


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

I am not sure that I understand what you mean by "library", but if it means "project", could you put all the reports into a spreadsheet and then import them all as issues? (Not that you have to import everything into one project, I'm trying to explore the requirement)
Manage "Visitor" of JPD View
Asked by Yoann LEGRAND:

Hello Team ,

I am using Jira Product Discovery, and we've recently updated the access permissions to our JPD project, making it more restricted.

However, I have noticed an issue in the "All Ideas" view where the number of "visitors" remains high.This includes some people who I know no longer have access to the project.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/345439i0BA8ECBFD53E64FC/image-size/large?v=v2&px=999 "image.png")   
( here 56, my project has now 14 contributor/creator : yeah I know it's smaller to do ideation, but it's for a specific domain :) )

<br />

This situation is somewhat confusing, as the problem does not occur in any new views I create now.

It seems like the "Visitor" count is retaining information about individuals who visited the view at some point, regardless of whether they still have access to the project.

Could you confirm look into this and confirm if you have the same behavior?

Any idea to resolve that?

I think it makes more sense to show people who can access the view here, rather than those who have had access in the past.  

I don't know if it's an issue or it's normal behavior  

thanks in advance for your feedback


Answers:
author: Gary Spross
body: Just my 2 cents here, but I would think that's more of a historical log of who has "visited" that view. Just because access was removed from a user doesn't change the fact that they "visited" that view at some point in the past when they did have access. I'm not sure how long the log is kept, so maybe at some point, when it reaches a certain age, those users, who no longer have access, will "fall off" the visitors log.


Tags: jira-product-discovery