youngmon/atlassian-qna huggingface dataset:
SOLVED - How to change name for help center? - standard licence
Asked by Ondrej Holubovsky:

Hello everyone,

How can I change the name of the service desk (help center)? For testing we set the name "customer test" and now we would like to delete the "test" part. I didn't find any customizing setting for that. Service project is already changed.


Answers:
author: shib saha
body: Hi [@Ondrej Holubovsky](/t5/user/viewprofilepage/user-id/5540470) , This article will be helpful for you <https://support.atlassian.com/jira-service-management-cloud/docs/what-can-i-customize-about-the-help-center/> , it explains all the change can be applied to help center.


author: Cristian IONESCU
body: Hi Ondrej,

To change the name of the Help Center in Jira Service Management, follow these steps:

1. **Log in as a Jira Administrator:** Ensure you have the necessary permissions to make changes to the Help Center settings.

2. **Navigate to Project Settings:**

   * Go to the Jira Service Management project where you want to change the Help Center name.
   * Click on the project name to open the project, then click on **Project settings** in the sidebar.
3. **Go to Portal Settings:**

   * In the Project settings menu, select **Portal settings** under the **Customer channels** section.
4. **Edit the Help Center Name:**

   * You will see the **Portal name** field, which represents the name displayed to customers in the Help Center.
   * Change the name as desired.
5. **Save Changes:**

   * After editing the name, scroll down and click on the **Save** button to apply your changes.
6. **Review the Help Center:**

   * Navigate to the Help Center URL to ensure that the changes are reflected as expected.

If you have multiple projects and want to ensure consistency or branding across your Help Center, you may need to repeat these steps for each project.


Tags: cloud

jira-service-management

jira-service-management-cloud
Create an own reprt in JSM with cumulated data
Asked by Ellenrieder Frank (DC-MH/SPL2):

Is it possible to display the reports cumulated over time?

Instead of having issues only per day:  

![2024-07-25_09h02_42.png](/t5/image/serverpage/image-id/337808i8D2F24DD27557D45/image-size/large?v=v2&px=999 "2024-07-25_09h02_42.png")


Answers:
author: Dave Mathijs
body: Hi [@Ellenrieder Frank (DC-MH/SPL2)](/t5/user/viewprofilepage/user-id/5552269) welcome to the Atlassian Community!

The [Reporting in Jira](https://confluence.atlassian.com/jirakb/reporting-in-jira-461504615.html) KB article offers you an overview of the different reports available out-of-the-box

Although you can tweak the standard reports available in Jira, you might need a third-party app for your requirements. A possible example is [Custom Charts for Jira](https://marketplace.atlassian.com/apps/1220925/custom-charts-for-jira-reports-dashboards-graphs-tables?hosting=cloud&tab=overview).


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Restrict this request type
Asked by Raymart Cruz:

Is it possible to set restrictions on request types for a user or group using automation?

![Screenshot 2024-07-25 at 1.06.45?PM.png](/t5/image/serverpage/image-id/337791iA13DB2FBC3C5997B/image-size/large?v=v2&px=999 "Screenshot 2024-07-25 at 1.06.45?PM.png")


Answers:
author: Chrissy Clements
body: Hey [@Raymart Cruz](/t5/user/viewprofilepage/user-id/5014483)   

I participated in the EAP; automation did not have access to restricted request types and only users and groups with Atlassian accounts could be granted access to these request types.  

Could be worth reaching out to the product manager to see what the future holds in this space.


Tags: cloud

jira-service-management

jira-service-management-cloud
I am new to Jira and getting troubles in creating rules. Could you help me with that please?
Asked by Tun Lyin Aung:

Hello, I want to create the rule from 2:50 to 3:50 in the video I've attached. The UI seems completely changed and I am nervous in creating these rules. Could you help me with that please?

[https://www.youtube.com/watch?v=Las5peuvMM0\&list=PLW0xKyjystaPU04bUF1kgDppegJZXzE7-\&index=43](https://www.youtube.com/watch?v=Las5peuvMM0&list=PLW0xKyjystaPU04bUF1kgDppegJZXzE7-&index=43)


Answers:
author: Darryl Lee
body: Hi - this forum is for **Atlassian Automation**, primarily for Jira:

<https://www.atlassian.com/software/jira/features/automation>

The video you linked to shows rules creation for the [PagerDuty add-on for Jira Server and DataCenter](https://marketplace.atlassian.com/apps/1218226/pagerduty-for-jira-server-data-center?tab=overview&hosting=datacenter), which is by a different company.

Documentation on for that add-on appear to be available here:

<https://support.pagerduty.com/docs/jira-server>

comments: author: Tun Lyin Aung
body: Thank you so much for your support and appreciate it. I will check it out.
how to automate task start and end dates?
Asked by Rustam Yunusov:

Help set up automation of the start date and end date of the task, so that when you start working with the task, the date is set automatically in the start date field and when the task is closed, the date the task is closed is set.

I'm still new to Jira and therefore I still don't understand everything well, I need your help.


Answers:
author: Eric
body: Hi [@Rustam Yunusov](/t5/user/viewprofilepage/user-id/4938559)

Just a couple of questions to further understand your requirements:  

1. At what point should the start date be set? When the issue is transitioned to in progress? What indicator should we be looking at to know that a task has started?
2. Similarly, at what point should the end date be set? When the issue is transitioned to Done?

Cheers,

Eric

comments: author: Rustam Yunusov
body: Hi Eric!

Thanks for the answer, I decided to solve the problem.


author: Javier Cadena Gonzalez
body: Hi Rustam and Eric:

I?m a new user on Jira and I stared to working in automation that help when you change the status of a Story automatically store the date on Actual end.

![automation actual end.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/200793i52AEA9B966074587/image-size/large?v=v2&px=999 "automation actual end.PNG")

hope works like a solution to have on the date that you close the Story


Tags: date
Jira Service Desk To Software Kanban Base Case Issue
Asked by Dat Mai:

I am trying to have customers fill out a request in Jira Service Management and have those requests appear as issues in Jira Software (all on the cloud). The request is a basic one, where customers would only fill out the default summary field. I am using automation to do this starting with the most basic case (just create an issue, not even populating custom fields):

**Automation rule:**

![Screenshot 2022-05-20 103530.png](https://community.atlassian.com/t5/image/serverpage/image-id/198397i8B6909170A235578/image-dimensions/213x230?v=v2 "Screenshot 2022-05-20 103530.png")![Screenshot 2022-05-20 103608.png](https://community.atlassian.com/t5/image/serverpage/image-id/198398i2A857A90AC23933B/image-dimensions/262x162?v=v2 "Screenshot 2022-05-20 103608.png")

However, with this, I get an **error**:

![Screenshot 2022-05-20 104036.png](https://community.atlassian.com/t5/image/serverpage/image-id/198399iB7DD9D9E331016DF/image-size/large?v=v2&px=999 "Screenshot 2022-05-20 104036.png")

Looking around, I only see related issues in the context of modifying custom fields (which is something I will look into later). However, I thought this would be more straightforward and should result in no errors. Is there any advice on how to solve this problem?


Answers:
author: Fabian Lim
body: Hi [@Dat Mai](/t5/user/viewprofilepage/user-id/4860213)

* I don't think you need re-fetch, so you can remove that.
* Check that the rule is set in the admin global administration and set it to multiple projects where the rule is running.
* Check of there are any validators In the Kanban project. If you are missing mandatory fields the automation will fail. Create a task manually and see if this could be an issue.

Regards

comments: author: Dat Mai
body: Thanks [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) ,

I just checked all this and it looks like point 3 is the issue--for some reason, I'm unable to manually create a task there despite having been able to before.


Tags: jira-service-management

jira-software

kanban
Auto Updating Number Field
Asked by Kirk Acklin:

I have a Business Project in a Team-Managed Project.

I am hoping to automate an update to a custom number field every time a new ticket is moved into a certain status.

Namely, it's a list of Projects, which has an Order field that goes from 1 to n. The field is ignored until the Project enters an Active status. When a Project enters Active status, it will be manually assigned a Order from 1 to n. What I need the automation to do is compare that new Order number to the other Order numbers already in Active status. If it finds a match, the automation needs to increase the existing Order number +1, and then repeat that loop until the entire rest of the list has been increased by 1.

eg.

Before: Active Status has: Order 1, Order 2, Order 3, Order 4, Order 5.

New Project Enters Active Status assigned Order 3.

After: Active Status has Order 1, Order 2, NEW Order 3, Updated Order 4 (was 3), Updated Order 5 (was 4), Updated Order 6 (was 5)

Thank you!!


Answers:
author: Bill Sheboy
body: Hi [@Kirk Acklin](/t5/user/viewprofilepage/user-id/3990935)

Short answer: you might be able to do this, provided the ***only trigger condition*** is when an issue is transition into the specific status.

Stuff to consider: what happens when that transition happens in error, what happens if multiple issues are transitioned into that status in rapid succession, what happens when an issue (with an order) is deleted/abandoned, etc.

Why those things are important:

* one way to craft such a rule is using a branch on JQL to find the other issues to update
* branches which could process more than one issue execute asynchronously and in parallel, with no guarantee of processing order or completion timeframe
* that means your updated values could be wrong

If you want to try this, take a look at branch on JQL and the [math functions](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-math-expressions/) to increment the number field.

Kind regards,  
Bill
Automation for Confluence cloud: Send email if page is created with no label
Asked by Ben:

Hi,

is it currently possible to use Automation for Confluence to send an email when a page is created that does not have a label?

I found out that it is possible to send an email when a page is created that has a certain keyword.  
It is relatively simple:  
When: Page published  
If: CQL condition  
label = "xyz"  
Then: Send email

However, I can't find an expression that describes that there is no label at all. "Label IS empty" does not work.

(Reminder: I'm talking about Automation for Confluence cloud **NOT** Jira.)

Any ideas?

Kind regards,

B


Answers:
author: Florian PEREZ
body: Hey,

this is currently really hard to do. CQL does not allow null or empty as value.

There's an open request you can for : <https://jira.atlassian.com/browse/CONFCLOUD-43823>

You must use NOT IN LABEL "label-a" AND NOT IN LABEL "label-b" AND NOT IN LABEL "label-c", etc. It's really painfull.

Hope this help


Tags: cloud

confluence

cql
Automation to send email 1 year after a label is applied
Asked by Luke Gartland:

Hey folks, have most of an automation figured out but can't figure out this last part and I'm hoping to get help.  
I'm trying to make an automation that triggers when a specific label is added to an issue. This automation would wait one year and then send an email (basically asking us to revisit this issue in a year).   

I've read that you can use smart values such as {{now.plusYears(1)}} to do this but I can't figure out where I'm meant to put this, and which element I should apply it to.   
I've included an arrow to where I think this step would go, any help would be amazing!![Automation_-_JIRA.png](https://community.atlassian.com/t5/image/serverpage/image-id/197569iCA94ADE875C7320A/image-size/large?v=v2&px=999 "Automation_-_JIRA.png")


Answers:
author: Mark Segall
body: Hi [@Luke Gartland](/t5/user/viewprofilepage/user-id/3750918) - I don't think a label would be the right approach to this. You would need something like "label added after n" which isn't an available option for queries. I would recommend instead leveraging a custom date field and then executing a schedule trigger that runs daily querying for issues where your custom date field is greater than 1 year.


author: JD
body: Hi [@Luke Gartland](/t5/user/viewprofilepage/user-id/3750918)

We currently don't support the ability to delay a rule execution. We have an open feature request for this: <https://codebarrel.atlassian.net/browse/AUT-330>

Even with the above feature I'm not sure if we could add a delay for up to a year. Are there any alternative ways to run this rule?

For example could you use a schedule trigger and a lookup issues action? The JQL in the lookup action could be "updated \<= -52w AND labels = Something". This would find all the issues with the label that haven't been updated in 1 year (any issues with **any** updated in less than a year would be excluded).

Hope that helps.

Thanks,

John


Tags: jira
Automation for the filled user field in the form
Asked by Dmytro Kravchenko:

The question is.

If the changed field on the form (it is a user field) and after submitting the form customer (from this user field) should receive mail with another form to the filling.


Answers:
author: Dmytro Kravchenko
body: So, does it not possible to extract values from the form fields in the ticket?


author: JD
body: Hi [@Dmytro Kravchenko](/t5/user/viewprofilepage/user-id/3164845)

Could you provide a bit more detail on what you're trying to do? Are you using Jira Service Management forms?

Thanks,

John

comments: author: Dmytro Kravchenko
body: Hi,

Yes, I start using Jira SM.

I am using forms inside the service requests.


Tags: field

forms
Search for issues in other projects and automatically link them when at least one component matches
Asked by Thomas:

Hi,

I\`m searching for hours and still struggle to find a solution.

When a ticket is created / editted in Jira Service Management and a components gets assigned, I want to search for issues across Jira that have at least one matching component name and link those automatically to the JSM ticket.

* Support ticket -\> component "google"
* Search for all tickets in projects A,B,C that have component "google"
* Link issues found to JSM ticket ("relates to")

Thanks for help!


Answers:
author: Bill Sheboy
body: Hi [@Thomas](/t5/user/viewprofilepage/user-id/726205)

One way to do that would be with an Automation for Jira rule...with some limitations:

* This will require a global/multi-project scope rule, and execution of such rules is limited by your Jira license level. Please discuss that with your site admin as they will need to create the rule and to check on limits.
* Automation rules can only process up to 100 issues, and so if you expect more than that this approach will not work
* And...do you expect your Component values to change for the JSM ticket? If so, you will need a more complex rule to add/remove links.

A simple rule to do this (assuming no later changes to Components) would be:

* trigger: issue field changes for Components
* condition: project is your JSM project
* branch: on JQL for matching issues in the projects which have the trigger issue's component
  * action: link issue to the trigger issue

Please take a look at this automation documentation and examples to learn more before trying this:

* <https://www.atlassian.com/software/jira/guides/expand-jira/automation>
* <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>
* [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)

Kind regards,  
Bill
How to reload on rule execution
Asked by Matthias Flesch?tz:

Hi,

I configured automation rules that execute on impact's change of urgency or impact to calculate the priority.

Unfortunately rule execution is not triggering a reload of the UI, so the values shown to agents are inconsistent.

Is there any way to get agent's views to be reloaded?


Answers:
author: Mark Segall
body: Hi [@Matthias Flesch?tz](/t5/user/viewprofilepage/user-id/1196809) - Unfortunately no. Automation rules are purely back-end focused. Atlassian added some auto-refresh enhancements as recently as January, but it isn't yet occurring consistently.

I'm still training my users to manually refresh every time they edit/comment on an issue to be on the safe side.

comments: author: Matthias Flesch?tz
body: Thanks, yeah...digged my way through Atlassian's Jira and found

[\[JSDCLOUD-433\] Auto-refresh and/or warn user if the ticket has changed - Create and track feature requests for Atlassian products.](https://jira.atlassian.com/browse/JSDCLOUD-433) - open for 8 years

[\[JIRAAUTOSERVER-281\] Reload the issue when an automation rule makes changes - Create and track feature requests for Atlassian products.](https://jira.atlassian.com/browse/JIRAAUTOSERVER-281) - open since last year


Tags: refresh
Automation. Insert past field value into comment
Asked by Evgeniy S_:

Dear community, hello.  
Sorry if the question was, did not notice.

Please tell me how to solve the problem:  
When changing the "Description" field, you need to:  
- Comment on the task that the description has been changed.  
- In the comments, indicate what's new has been added to the description.

I created a comment rule, but I can't display the old value of the field there, which was before the change.

The ideal option for me is to display in the comment the difference between the old description and the new one.  
If this is not possible, please suggest how I can display the old value of the field in the comment.

Rule screenshot:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/196841i035A4AC81D30F350/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Tessa Tuteleers
body: Hi [@Evgeniy S_](/t5/user/viewprofilepage/user-id/4640938) ,

you can use the following:

Value before edit: **{{#changelog.description}} {{fromString}} {{/}}**

Value after the edit:**{{#changelog.description}} {{toString}} {{/}}**

Showing a diff between the two is not a built in feature however.

- Tessa

comments: author: Evgeniy S_
body: Great, it works. Thank you. ?


author: Garrett McCreery
body: Hi [Evgeniy S_](https://community.atlassian.com/t5/user/viewprofilepage/user-id/4640938)

You should be able to accomplish this by using the **ChangeLog** smart value field. Documentation here:

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

comments: author: Evgeniy S_
body: Thank you, I understood.
how to sum issues's timespent into one "issue"
Asked by GERARDO GRANDEZ GIL:

Hi

I need to add every timespent into the worklog of one "master" issue (abc in the following example):

I tried in this way but it doesnt work. Can you help me?

{

{{issue.key}}=abc

"update": {

"worklog" : \[  
{  
"add": {  
"timeSpent" : {{issue.timetracking.timeSpent}}  
}  
}  
\]  
}  
}


Answers:
author: Darryl Lee
body: I recently answered another question like this. Depending on how your "sub" issues are linked (as subtasks? issues under an epic? linked as dependent?), you'll need to change the [Conditions](https://support.atlassian.com/cloud-automation/docs/jira-automation-conditions/) (in yellow) and the [Branch](https://support.atlassian.com/cloud-automation/docs/jira-automation-branches/) (light purple). But it should work.

* [Sum up logged work on tasks to epic level - double counting entries](https://community.atlassian.com/t5/Automation-questions/Sum-up-logged-work-on-tasks-to-epic-level-double-counting/qaq-p/2012555#M3844)   
  ![addtaskworklogtoepic.png](https://community.atlassian.com/t5/image/serverpage/image-id/196559i1A90C67A520B8F96/image-size/large?v=v2&px=999 "addtaskworklogtoepic.png")

I suggest giving it a try, and if you run into issues, paste a screenshot of your rule and we can try to help you troubleshoot.
Need assistance with JQL
Asked by Mark Saluta:

Trying to come up with the correct JQL query for all bugs that don't have "Triaged" as one of their labels, which should include bugs who have no labels at all.

I have tried:

type = Bug AND labels != "Triaged"

type = Bug and labels not in (Triaged)


Answers:
author: Holger R?sch
body: Hi Mark,

type = BUG AND (labels != Triaged OR labels is Empty)

should do the trick

comments: author: Mark Saluta
body: There could potentially be other labels like customer names etc.


author: Holger R?sch
body: That would return you all Bugs which have

1. any label but "Triaged" or

2. no label at all

Isn't that what you wanted?

If you had a label "Mark" (and not Triaged in the same ticket) it would return the ticket.

If you want to exclude multiple labels:

type = Bug AND (labels not in (Triaged, label2, label 3) OR labels is Empty)

Hope that explanation helps


author: Mark Saluta
body: That did the trick thank you.


Tags: jql
How to filter in custom field "Issue key" from other symbols that are not Issues
Asked by ????? ???????:

Hello!

I have custom field for linking issues. I made automation rule that proof tat this field is not empty and link issue with pointed in custom field.

But sometames users fill uncorrect this field and automation rule stopped and showing error. How can I filter uncorrect "issue key" to make rule work smooth?

Thanks.


Answers:
author: Nic Brough -Adaptavist-
body: You would need to find or write a listener that can check what people put in the field and correct or clear it.

However, why? Why are you doing this with a custom field? Why can't you simply ask your people to use issue links? They won't let people enter invalid issues and have a search function to help them find the right one, and have a better view when the issues are viewed/

comments: author: ????? ???????
body: Thanks for advise, but this is not the answer for question


author: Nic Brough -Adaptavist-
body: The first paragraph is.

The second paragraph is a better answer though - is there a reason you don't want to use the issue link field for what it is for?


author: ????? ???????
body: Yes, the first paragraph is, but this is design of solution. And there is no answer, can I or cant't use Jira automation servises or may be JQL request and operators to realize that solution


author: Nic Brough -Adaptavist-
body: Your "design" is a bad one, I'd suggest fixing that instead of botching something with code.

Automation can't help you with this, you'll need to write code that can validate the field and either tell the user they've entered junk, or take a guess at what should be entered.

If you used issue links as intended, you wouldn't have this problem - it's got a search, it validates automatically, and won't go wrong if an issue is moved
I need to trigger an automation When the ticket is transitioned after 4 days .
Asked by mohan_reddy:

I need to create an automation such that when ticket is in "Closed" and after 4days to that when some transition the same ticket to "Reopen". Then I need to create an new ticket in same project or we can clone it. But the main question is how can I trigger it only if ticket is transitioned after 4 days.


Answers:
author: Jack Brickey
body: You could set up a daily scheduled rule and use JQL to check your condition. Something like this...

status was closed ON startofday(-4) and status != closed


Tags: cloud