youngmon/atlassian-qna huggingface dataset:
JSM Chat Agent - How to Set Up Multiple Agent Channels
Asked by Kyle Turner:

On a single project we have multiple large groups inputting tickets via the portal. They each have their own request types within the portal. We are using the Atlassian Assist Chat functionality to serve these tickets into the team's slack channel. It works great and has greatly increased collaboration and speed, but it appears to only work for one channel and therefore it only works for one team.  

Is there a way to have multiple agent channels so I can serve their tickets into their specific Slack channels for visibility and collaboration?  

Example:  

Team #1 **(Working)**   
Inputs tickets via the portal using JSM Request Type #1  
Agent Channel #1 links tickets to Slack Channel #1

Team #2 **(Not Allowed?)**   
Inputs tickets via the portal using Request Type #2  
Agent Channel #2 links tickets to Slack Channel #2  

<br />

Currently I am unable to roll out this flow to more teams because it appears that there is only one Agent Channel allowed per project. Is there a way around this limitation? Or are there any plans to expand this feature.

Image of the setup for team #1  

![Screenshot 2024-08-09 at 1.49.26?PM.png](/t5/image/serverpage/image-id/341040i8AC482F15ED0EA95/image-size/large?v=v2&px=999 "Screenshot 2024-08-09 at 1.49.26?PM.png")


Answers:
author: Logan Vantrease
body: [@Kyle Turner](/t5/user/viewprofilepage/user-id/5565027)   

Here is a 2 min video of that being accomplished with Helpdesk+ [Watch Video](https://www.loom.com/share/039325b2a0064d3bb1c0f6801c26d420?sid=548c75ff-3f76-405c-856f-0e66ade84d80)  

If you have any further questions let me know.   


author: Fabian Lim
body: Hi [@Kyle Turner](/t5/user/viewprofilepage/user-id/5565027)

If you want multiple channels you may want to consider helpdesk+ for MS application from appfire. Link: [https://marketplace.atlassian.com/apps/1232243/helpdesk-for-microsoft-teams?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1232243/helpdesk-for-microsoft-teams?hosting=cloud&tab=overview).

Let them know that you know me and they may give you a discount.

Regards,

Fabian

comments: author: Kyle Turner
body: Well that has very little to do with this question


author: Fabian Lim
body: haha fair enough. I was just trying to say that you can't do it with the out of the box solution so don't waste your time. I've already tried this with other clients and the only other way that we made it work was through the app. You can decide to whether you want to use it or create multiple JSM projects for each of the agents,

Cheers.

Fabian


author: Fabian Lim
body: adding [@Logan Vantrease](/t5/user/viewprofilepage/user-id/3679429) who is the Product Manager for the helpdesk+ app and could provide you with a demo.


author: Kyle Turner
body: nah


Tags: assist

cloud

halp

jira-service-management

jira-service-management-cloud

slack
Automation
Asked by Lena Sargsyan:

Hi, everyone

How do I forbid issues to transition among the workflow if it is unassigned by using automation?


Answers:
author: Alexis Robert
body: Hi [@Lena Sargsyan](/t5/user/viewprofilepage/user-id/5048167) ,

with Automation you can't prevent a transition, as the Automation rule would run after the action is done (it works with Triggers, you can't really change this).

However, what you described can be done using a Validator. I would suggest having a look at this documentation page on how to use it : <https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/>

Let me know if this helps,

--Alexis
Workflow
Asked by Nikita:

Hello, everyone ?  
Can you please tell me how to activate the workflow I created?  
I go into the project settings, but in the left column I have no workflow section, I've been sitting for the second day, racking my brains...


Answers:
author: Darryl Lee
body: Hi [@Nikita](/t5/user/viewprofilepage/user-id/5153284) and [@Stefan Salzl](/t5/user/viewprofilepage/user-id/4616993) -

Since Nikita was able to create a workflow, it's likely she has global admin rights.

But I think Stefan is on the right track - if you do not see a "Workflows" option under **Project settings**, then it's highly likely your project is team-managed, which can be seen at the bottom-left of your project settings page:

![Screen Shot 2023-02-23 at 9.15.09 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/242035iC8A677D3BDB347AF/image-size/large?v=v2&px=999 "Screen Shot 2023-02-23 at 9.15.09 AM.png")

Team-managed projects do not have modifiable workflows. There's documentation on the differences between team-managed and company-managed projects here:

* [What are team-managed and company-managed projects?](https://support.atlassian.com/jira-software-cloud/docs/what-are-team-managed-and-company-managed-projects/)

comments: author: Stefan Salzl
body: [@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322) very attentive. how could I overlook this important detail ??

Thanks clarifying this ?? that sounds plausible in my eyes (even if it was the exact opposite of my assumption ?).

Best  
Stefan


author: Nikita
body: [@Darryl Lee](/t5/user/viewprofilepage/user-id/1365322)   
Thanks a million ? it works ?


author: Stefan Salzl
body: Hi [@Nikita](/t5/user/viewprofilepage/user-id/5153284)

I assume you are working in a company-managed project. Creating and associating workflows is limite to jira admins (global admins, not project administrators). Do you have this permission? are you in the admin-group?

Best  
Stefan
sum of fields from related tasks
Asked by kasik0109:

Potrzebuj? pomocy.  
Pracuj? nad projektem Jira Work Management i Team Managed i staram si? robi? automatyzacj?, kt?ra polega na tym, ?e gdy po??cz? histori? z zadaniem, suma customfield_10180 wszystkich powi?zanych z tym zadaniem historii pojawi si? na zadaniu w polu MD timeskeets.  
Obecnie mog? zautomatyzowa? tak, ?e gdy kojarz? w?tek z zadaniem, widz? warto?? z pola customfield_10180 w polu grafik?w MD, ale nie mog? zrobi? sumy, na kt?rej mi zale?y. Czy to mo?liwe?

![rU1oDbj.png](https://community.atlassian.com/t5/image/serverpage/image-id/241900i2DA7DDFFA9C13438/image-size/large?v=v2&px=999 "rU1oDbj.png")

Dla podzadania taka maszyna dzia?a dla mnie

![firefox_70Cd4Yufyr.png](https://community.atlassian.com/t5/image/serverpage/image-id/241901iD38601162B677492/image-size/large?v=v2&px=999 "firefox_70Cd4Yufyr.png")


Answers:
author: Bill Sheboy
body: Hi [@kasik0109](/t5/user/viewprofilepage/user-id/5147987)

I am unclear what you are trying to accomplish:

1. copy the custom field's value from the linked issue,
2. sum the custom field value from several issues, or
3. something else.

Would you please clarify your goal? That will help the community to suggest ideas.

And also, when a rule does not work as you expect, please also post images of the audit log details, showing the rule execution.

Kind regards,  
Bill


Tags: jira-work-management
How do I avoid the advanced branching error "The provided smart value was unable to be resolved"?
Asked by Patrick Haley:

Hey everyone, we use an external Jira account with one of our vendors so I created an automation to link issues together whenever an issue key from the external project is mentioned in the comments. The automation works as intended when a comment contains the issue key, but it results in an advanced branching error when a matching issue key is not found in the comment saying "The provided smart value was unable to be resolved to an object." I'm wondering if I'm just missing a step in the automation logic to stop this error. ![2023-02-22_12-15-21-2.png](https://community.atlassian.com/t5/image/serverpage/image-id/241770i10A1306C3C65E9F1/image-size/large?v=v2&px=999 "2023-02-22_12-15-21-2.png")

Here's an example of the audit log where you can see it works when the comment contains GJGSAM but results in an error when it does not.

![2023-02-22_12-20-12.png](https://community.atlassian.com/t5/image/serverpage/image-id/241769i051C6B4FC9A88D5E/image-size/large?v=v2&px=999 "2023-02-22_12-20-12.png")


Answers:
author: David Pezet
body: It seems like maybe the erroring issue does not have a match so the Smart Value is resolving to null. You might try adding an IF condition at the start to make sure there is a match before executing the branch.
How to assign to someone who did not make the current transition via Automation for Jira
Asked by Muhammad Jahanzaib Tariq_ T-6074:

Hi,

I want to assign to a user who made the transition before the current one. Let me give a scenario:

X sends the request for approval in the status ' Pending for approval' . Y approves it and does the 'pending for approval'----\> 'Pending for action' transition. So, now, after the request is pending for action, it should be automatically assigned to X.

Is there some way?

Please let me know.

Thankyou,

Regards,

Jahanzaib


Answers:
author: Bill Sheboy
body: Hi [@Muhammad Jahanzaib Tariq_ T-6074](/t5/user/viewprofilepage/user-id/4586551)

Are the issues assigned to your users X and Y in the respective statuses? If so, you could select to assign to previous assignee in the rule.

Kind regards,  
Bill


author: Ryan Northfield _Mumo Systems_
body: Jahanzaib,

Automation should be able to solve your problem, however since you can't access the complete changelog of the issue directly from any triggered rule ([see this ticket for reference](https://community.atlassian.com/t5/Jira-Software-questions/Can-t-access-issue-history-through-changelog-in-Automation-for/qaq-p/1595792)), I think you'll have to implement the solution in a couple steps. Here is my idea (in short, store the prior assignee in a field to access when you need to):

1. Create a custom field of type "User Picker (single user)" and add it to the screen scheme/layout of your issue. (You could title it "Previous Assignee", which I reference below)

2. Create an Automation rule that (Trigger) When field value 'assignee' changes, then (Action) edit issue field 'Previous Assignee' to '{{changelog.assignee.from}}'

3. Create a second Automation rule that (Trigger) when Issue Transitioned from 'Pending for approval' to 'Pending for action', then (Action) Assign Issue to (select Smart value option in the drop down) '{{issue.Previous Assignee}}'

If you don't want people to accidentally edit this new field, you may have to make it uneditable.


Tags: jira-cloud

jira-software

jira-software-cloud
mandatory comment
Asked by Nikita:

Hello community))

Is it possible to create a rule which, when moving the task to a certain status, you will need to leave a mandatory comment from the user who moved the task to a certain status?

Thank you))


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Nikita](/t5/user/viewprofilepage/user-id/5153284) and welcome to the community,

If you are on cloud you can add a validator on your workflow for a required field. To do that go to

* cog wheel \> issues \> workflows \> and locate and edit the desired workflow.
* Then click on the transition you wish to add the validator and then
* click validators
* Add validator
* Select the "Field required validator"
* Select comment as you field
* Type and error message
* Click save and
* Publish your workflow

![comment validator02.png](https://community.atlassian.com/t5/image/serverpage/image-id/241615iE80739B91AF4EAE3/image-size/large?v=v2&px=999 "comment validator02.png")

![comment validator.png](https://community.atlassian.com/t5/image/serverpage/image-id/241616iD0D5E911618CAF4C/image-size/large?v=v2&px=999 "comment validator.png")

Let me know if that worked for you.

comments: author: Nikita
body: Thanks a million))  
But now I can't figure out how to activate it all to the projects))


author: Lynne Ratcliffe
body: Hi Nikita, I believe that If all projects use the same workflow it will work. If not you will have to add it to each project by repeating the above on each project workflow.


author: Nikita
body: Yes, I understand that, I probably didn't express it correctly, I mean I can't display the created workflows in active, or rather I don't understand how to do it ?  
I have no "workflows" item on the left in the settings ?


author: Lynne Ratcliffe
body: Hi Nikita, Oops, sorry ? We run company managed projects and need full Jira admins to amend workflows. Are you the same and if so it may be your permissions.

If team managed I am not 100% on how that works ?


author: Mindaugas D?da
body: Hello Nikita,  

Welcome to the community! Yes, this is possible with a workflow validator. Please see this link for instructions: <https://confluence.atlassian.com/jirakb/how-to-add-a-comment-during-a-transition-779160682.html>  

Regards, Mindaugas
Why are my old completed tasks showing up on my JIRA boards?
Asked by molaoye:

I have several boards in my JIRA project, and I specifically modified the settings of each board to show tasks completed not later than 2weeks. However, that doesn't seem to work any longer. It worked for a long time, and just last week I started seeing tasks completed very long ago (as far back as 2020, 2021 and 2022). I like to keep the board neat and organized. Any suggestions on what to do? I have modified the settings to even show tasks that were completed not later than 1 week, but to no avail, Please help!


Answers:
author: Curt Holley
body: I've always found this to be related to the fact that it is using Updated in conjunction with Status category = Done to decide what is hidden and when.

So, if someone adds a comment, changes a field value on a long closed and hidden issue, it will reappear on a Kanban board as long as it still meets the filter query criteria as it has been Updated within the last 7/14/28 days.


author: Lynne Ratcliffe
body: Have you checked the history? We have recently been experiencing really old tickets being transitioned by an anonymous user, that no-one can explain. Maybe this could be why?

![Screenshot 2023-02-21 at 14.30.30.png](https://community.atlassian.com/t5/image/serverpage/image-id/241451i8EE2569D504058DD/image-size/large?v=v2&px=999 "Screenshot 2023-02-21 at 14.30.30.png")


author: Nic Brough -Adaptavist-
body: What are the board filter and sub-filter for completed?
Create Automation Rule: Avg Story Points of Linked items
Asked by Emna Elleuch:

Hi,

is there a way to calculate the Average of the Story points of Linked items and add this calculated value to the main Story (using the Automation RUle in jIRA)

Assumption:

- in the Active Sprints, I'm only adding DEV and QA Stories (All linked to a Main story)

- Keep the Stories in the Backlog


Answers:
author: Tobias H
body: Hi Emma!

I might be wrong, but I can't see this being a possibility.

Whenever you link an issue, the link goes both ways, so unless you can precise the automation to only work single way (this is what I am mostly unsure about) I don't see a possibility for it to work as you would have hoped for.

A related question: What is stopping you / your team from using the Sub-Tasks rather than Linked issues for your stories?
Regarding the plans and limiting the label usage
Asked by Deepalakshmi:

Hi,

May I know the detailed report of your plan details for Trello?

In Trello, Is there any option to limit the usage of the particular label which is added to multiple cards?


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

What do you mean by "plan details"? Could you explain a little more about what you are looking for?

Trello does not have much in the way of label tools - you can label an issue, and that's about it.


Tags: cloud
how to set component "fix value" + "copy from parent"
Asked by ????????:

how to set component "fix value" + "copy from parent".


Answers:
author: Bill Sheboy
body: Hi [@????????](/t5/user/viewprofilepage/user-id/3890403)

What do you mean by "component" in your question?

For example, if you mean the Component field for an issue, your use case might be: how can I set the Components for an issue to a specific value plus any of the values from its parent issue.

If so, you will need to do this with a JSON edit in the rule as there is no built-in "add component" for automation rules at this time. Instead you would:

* gather the parent's component values, and format them as a JSON expression
* add on the new value
* set the issue component field with the combined JSON expression

Please see this post for more information on that technique: [link](https://community.atlassian.com/t5/Jira-Software-questions/Re-Re-In-Jira-Automation-how-do-I-add-to-a-component/qaq-p/2264861/comment-id/247474#M247474)

Kind regards,  
Bill

comments: author: ????????
body: [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)   
hello. exactly. I\`m asking about json code. do you know?


author: Bill Sheboy
body: Did you look at the link I provided, which provides an example rule and the supporting JSON?

For your use case, you would also include information from the parent issue's components.


Tags: json
auto attach proforma forms based on issue type
Asked by Apsara Dissanayake:

Is proforma form templates can attach to a issue automatically when issue creating?


Answers:
author: Velerian Fargose
body: automtion rule can be set for this task

comments: author: Apsara Dissanayake
body: [@Velerian Fargose](/t5/user/viewprofilepage/user-id/4987305) , Thank you for the reply. May I know which automation rule helping this ? I'm using Jira data center version 9.6. I couldn't find any automation rule regarding that.


author: Velerian Fargose
body: sharing example automation link

<br />

<https://www.atlassian.com/software/jira/automation-template-library#/rule/1357127>


Tags: forms

jira-data-center
Iterate over a list of substrings and find the lowest
Asked by Chris Smith:

Hi there!

I have a field in my JIRA issues which is basically a set of comma separated numbers (with max 999). Im looking to find a way to iterate through them using the various automation functions and select the lowest of them. I cant seem to grasp how to use the # operator and the list functions to do this. So effectively I want to do the equivalent of this pseudocode

int lowest = 1000

for (int i =0 i\< list.length(); i++) {

if (list.get(i) \< lowest {

lowest=list.get(i)

}

}

I'd really appreciate any tips on how to attack this problem

Thanks in advance!

Chris


Answers:
author: Riley Venable
body: You can use the MIN() function in JQL to find the lowest number in a list. For example, if you have a field called "numbers" with a list of comma-separated numbers, you can use the following query to find the lowest number: MIN(numbers) Keep in mind that Jira rounds decimals to the nearest 1000th place, and people can enter large numbers using scientific notation.


author: Gareth Cantrell
body: Hi [@Chris Smith](/t5/user/viewprofilepage/user-id/4935299)

This is can be done quite simply with some of the smart value functions available in Jira automation.

In your case, the following smart functions will achieve your outcome:

```
{{description.split(",").min}}
```

I used the description field, so just replace that with your actual field.

comments: author: Chris Smith
body: Wow. That was easy - thanks for answering Gareth. I feel a bit stupid now :-) Do see a way to extend this to reordering the whole list?


author: Gareth Cantrell
body: Unfortunately, there is currently no option to sort lists.

I believe there are some feature requests for this which you could vote for.

You can search through these projects on JAC, depending on which platform you're on: [https://jira.atlassian.com/projects?selectedCategory=all\&selectedProjectType=all\&contains=automation\&sortColumn=name\&sortOrder=ascending\&s=view_projects](https://jira.atlassian.com/projects?selectedCategory=all&selectedProjectType=all&contains=automation&sortColumn=name&sortOrder=ascending&s=view_projects)


author: Susan Walker
body: in excel i have a column that has 2 values separated by a comma. How do i return the max value in that field

comments: author: Susan Walker
body: in powerbi i have a column that has text in in and I need to remove it. how do i do that
Schedule an automation to email Reporters of Issues without a Team assigned
Asked by Adam Taylor:

Hi all,

We use Jira cloud in such a way that an Issue needs to have a 'Team' (I think this is a custom field) assigned to it in order for it to appear on our team Scrum or Kanban boards.

At the moment we have people creating Issue but forgetting to assign them to a Team, meaning the Issue gets a bit lost.

I've already created an automation such that, when a Child Issue is raised for an Epic, it inherits the parent Epic's Team but...

**I'd like to have something run daily that emails Reporters of Issues that don't have a Team assigned to the Issue, so that they can go add one.**

Thanks for your help - I'm something of a newbie!


Answers:
author: Tobias H
body: Hi Adam!

This should be doable by an automation with these three steps:

1. WHEN: Scheduled (choose a time and weekdays)
2. IF \[Team Custom Field\] is empty
3. THEN Send email![email-to-report.png](https://community.atlassian.com/t5/image/serverpage/image-id/240603iC708751AA76C4476/image-size/large?v=v2&px=999 "email-to-report.png")

(Didn't have a good field to use, so went with Assignee, but select your preferred field instead.)

comments: author: Tobias H
body: Would suggest composing the email along the lines of this:![email-to-reporter-text.png](https://community.atlassian.com/t5/image/serverpage/image-id/240607i874CEFEB11C3ECF6/image-size/large?v=v2&px=999 "email-to-reporter-text.png")

Here's a rundown of what the smare values will do:

**{{issue.reporter.displayName.split(" ").first}}** - *Returns the reporters displayName (Ana Smith) but splits it to only display first name. (Remove everything after displayName if you wish for it to spell out the entire name).*   
**{{issue.key}}** - *Returns the issue's key, which is a unique identifier comprised of the project key and the issue's number. For example, PROJ-123*

**{{issue.summary}}** *- Returns the issue's summary*

*See more [smart values here](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/).*


author: Adam Taylor
body: Thanks - that worked perfectly!


author: Tobias H
body: Glad to hear it worked out! :D
Automate status update
Asked by Anas Kadambalath:

Hi, All   
i have few scheduled releases and i want to update the status , while deploying started the code , and once its deployed need to update to qa


Answers:
author: Riley Venable
body: You can use the Deployments column in the Release Hub in Jira Software to view the deployment status of each issue in your version. It show an icon to indicate whether an issue has been deployed successfully and a label to tell you what environment it's been deployed to. Click on a deployment status to view a detailed dialog with links to the associated pipelines in your CI/CD tool.


author: Ravi Sagar _Sparxsys_
body: Hi [@Anas Kadambalath](/t5/user/viewprofilepage/user-id/5147753)

Please elaborate a bit more. What tools are involved?

To start with Automation take a look at the library: <https://www.atlassian.com/software/jira/automation-template-library>

You can also invoke these rules from outside using webhook or make a REST call from within Jira.

I hope it helps.

Ravi

comments: author: Anas Kadambalath
body: jira, gitlab
Filter fields
Asked by hala:

Hi all,

How can I update a field based one a specific value of a previous field (before issue creation)?

for ex: If I have two fields (Client name (x, y, or z), Client Code (a, b, c, or d))and select client Name (x), then I want to filter the Client Code value and allow the user only to select (a or b) only.

how can I do this?


Answers:
author: Jeroen Poismans
body: Hi and welcome!

If I understand correctly you want this to happen on the issue Create screen?

Cascading Select fields will do just that:  
<https://community.atlassian.com/t5/Jira-Service-Management/how-to-have-the-cascading-dropdown-s-in-jira-cloud/qaq-p/2119250>

Hope this helps!

Jeroen