youngmon/atlassian-qna huggingface dataset:
How to sent an email to subtask Asignee that the next subtasks is ready to start?
Asked by Wioletta STRZALKA:

Hello :D  
I created a Service Request with automatically created subtasks. I have maybe 5. My team correctly noticed that they do not know when they can start their subtask. It would be nice to receive an email that "Subtasks 1 is finished by person 1, you can start to work on Subtask 2".  

I tried to do it, but nothing worked for me :/  
On screenshot you can see that i created some relations between subtasks as well. I think it was a good step forward, but i don\`t know how to automate it. Nothing i have set up in automation had work correctly.  

Thank you in advance for help! :)


Answers:
author: Wioletta STRZALKA
body: ![subtasks.png](https://community.atlassian.com/t5/image/serverpage/image-id/345211i783AE887DD2928B3/image-size/large?v=v2&px=999 "subtasks.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Template for customer email notifications
Asked by Danylo Borodai:

Hello! I want to customize email notifications for customers but do not have good skills in html/css. Maybe possibly some of you have some pretty template I can use? Thank you in advance


Answers:
author: Nikola Perisic
body: Hello [@Danylo Borodai](/t5/user/viewprofilepage/user-id/5482177)

You can find a good example posted by Atlassian from here: <https://codesandbox.io/p/sandbox/strange-fermat-cgobs3?file=%2Findex.html%3A1%2C1-48%2C1>


Tags: cloud

jira

jira-service-management

jira-service-management-cloud
Probleme mit REST API / Berechtigungen
Asked by Matthias Uhde:

Ich finde keine Dokumentation ?ber die notwendigen Berechtigungen in Jira Servicemanagement f?r Assets. Ich m?chte per Script in einen Objekttypen schreiben. Ich verwende die URL

<https://api.atlassian.com/jsm/assets/workspace/{workspaceId}/v1/object/create>  

und der Benutzer ist OrgAdmin, Benutzerzugriffs-Admin und Agent in JSM.  

Wenn ich ?ber Postman teste bekomme ich folgende Fehlermeldung:  

<br />

{  
"errorMessages": \[  
"Etwas ist schiefgelaufen. Kontaktieren Sie den Administrator"  
\],  
"errors": {}  
}  

Kennt jemand dieses Problem?  

Besten Dank Euch allen!


Answers:
author: Anusha A
body: Hi Matthias,

Thanks for posting your question on community!

This doesn't appear to be a permission error. However, it might occur due to a missing component in the header or body. Please refer to this similar community post for reference-

* <https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Creating-object-in-insight-quot-Something-went-wrong-Contact/qaq-p/1122751>

For more information on the permissions and roles required to create objects, please refer to this link:

* <https://support.atlassian.com/jira-service-management-cloud/docs/what-are-roles/>

I hope this is helpful. Please let me know if you need further assistance.

Regards,

Anusha A


Tags: cloud

jira-service-management

jira-service-management-cloud
Automated tickets are not getting generated from email channel. How to resolve issue?
Asked by henal bangdiwala:

Hello,

Automated tickets are not getting generated from email channel. Getting below error in the connectivity logs. What does it mean and is there any resolution.

![Untitled.jpg](/t5/image/serverpage/image-id/345188i76ACCC2424DAE345/image-size/large?v=v2&px=999 "Untitled.jpg")


Answers:
author: Walter Buggenhout
body: Hi [@henal bangdiwala](/t5/user/viewprofilepage/user-id/5519080),

This looks very much like your oAuth connection to your Outlook or Gmail is no longer in the air.

Looks very much like the issue described in [this support article](https://confluence.atlassian.com/jirakb/email-request-connectivity-log-showing-failed-due-to-rate-limited-status-and-the-details-are-could-not-retrieve-access-token-for-connection-1318891498.html), which also lists the steps to address this.

Hope this helps!

comments: author: henal bangdiwala
body: Thank you [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225) the resolution steps mentioned in the article have helped address the issue.

It's working as expected. Thank you for the prompt \& helpful response. :)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Disable Initial Email Confirmation in Jira Service Management?
Asked by Rajat Samseriya:

Hi Community,

I'm looking to remove the initial email confirmation notification in Jira Service Management (JSM) so that users receive notifications directly without the need for confirmation.

Eliminate the initial email confirmation notification in JSM, allowing users to receive the main notification immediately when a request is created, without any preliminary confirmation emails.


Answers:
author: John Funk
body: Hi Rajat,

Go to Project Settings \> Customer Notifications

There you can toggle off a variety of notifications.


author: Francis Batilo
body: Hi [@Rajat Samseriya](/t5/user/viewprofilepage/user-id/5501126)

With the initial email confirmation, which of the following scenario fits your criteria:

1. After creating a ticket
2. After inviting a customer
3. After a customer registered for an account on your portal

Depending on the scenario that you're after the solution will be different.

Let me know which ones is your and I'll provide you with some guidance

Cheers,

Francis

comments: author: Rajat Samseriya
body: Hi Francis,

when someone created a ticket, they get a email confirmation like this

![atlasian.png](https://community.atlassian.com/t5/image/serverpage/image-id/345192i506CA8F8437B4FBC/image-size/large?v=v2&px=999 "atlasian.png")

I want to eliminate the email confirmation step so that customers can directly receive the request notification email without needing to confirm their email address.

please let me know the process or step by step guide how to disable this so customer received notification without any confirmation invite mail.

![atlasian2.png](https://community.atlassian.com/t5/image/serverpage/image-id/345197i87DD81912686E55F/image-size/large?v=v2&px=999 "atlasian2.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Knowledge Base Dysfunctional
Asked by Guy Renko:

The whole Knowledge Base process seems be dysfunctional.

Problem

Clicking/Tapping a KB Article while entering a Request opens a new tab. After reading the article, you are not taken back to the original Request tab but back to the Portal to choose a Request type and must retype your request.

Steps to recreate the issue.

1. Customer chooses a request type and enters their request/question into Summary.
2. If a single word appears in the KB article, three will be presented as results.
3. Clicking/Tapping the KB will open that article in a new tab.
   1. This is where the problem begins.
4. If the article does not help the customer, at the bottom, past the Yes/No feedback, there is another link "Need to raise a request? Contact us."
5. The customer will be taken to all Project request types to choose the request type again and type their request/question again.
6. After re-retyping their request/question and submitting, they may close their tab only to see that their original typed request/question is still in an open tab.

Possible solutions are:

1. to not open a new tab when the user clicks/taps an KB article.
   1. Keep in all in the same tab
2. clicking/tapping "Need to raise a request? Contact us." at the bottom of the KB article in the new tab, closes the new tab showing the previous tab with the original typed request/ question.
   1. Customer can then choose to click/tap a second KB or rephrase his question.

The current way it works just cause frustration and confusion.

Anyone else having this issue?


Answers:
author: Anusha A
body: Hi Guy,

Thanks for your question on community!

I noticed that you've also submitted a support ticket related to this question, and one of our experts has already provided a response. I hope that clarifies things for you. If not, please feel free to ask any follow-up questions on the same ticket.

Have a good day ahead :)

Regards,

Anusha A


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation field JSON
Asked by Mario Quercia:

I want to fill a free text field of a parent issue, with the key and status information of the issues linked with a relates to in that issue

EXAMPLE:

PARENT ISSUE (complete info) ABCD-123

issues linked:

- JL-12 status Done

- AB - 23 status In Progress

- CD - 34 status Done.

I need the format to be

**KEY**: JL-12

**Status**: Done

**KEY**: AB-23

**Status**: In Progress

**KEY**: CD-34

**Status**: Done


Answers:
author: Bhanu
body: Hi [@Mario Quercia](/t5/user/viewprofilepage/user-id/5149300)

You can use the Version Create Event and use the {{version.name}} to acccess the version name.

![Screenshot 2024-09-02 at 21.43.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/345175i0EC8F70676BE3246/image-size/large?v=v2&px=999 "Screenshot 2024-09-02 at 21.43.25.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Attaching forms via Automations
Asked by Mario Coluzzi:

Is there a way to attach a Form to a ticket created into another JSM?


Answers:
author: Vijay Dadi
body: Hello [@Mario Coluzzi](/t5/user/viewprofilepage/user-id/4844127) ,

The forms are restricted to a project they are created in. Not sure if there is any other to do so, would be happy to see if there is a way.

Regards,

Vijay

comments: author: Mario Coluzzi
body: Hello [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989)

I did find a "kind of work-around" for this

- copy/clone the form you want to use into the destination JSM portal

- via automation attach the Form to the specific created ticket

Mario


author: Vijay Dadi
body: But, will it allow you to attach the forms which are created in another JSM Project?

Vijay


author: Mario Coluzzi
body: I have run few tests using my solution and it appears to be working.

The key is to transfer the necessary data from the Parent ticket into the linked destination ticket, ensuring that the fields particularly those of interest, are visible in the destination schema.

Upon applying the form to the linked ticket, all those fields are automatically retrieved and populated.


Tags: cloud

jira-service-management

jira-service-management-cloud
Suspend Access for Jira Cloud Users in Bulk Using Python
Asked by TECH JEDI:

Hello Jira Community,

I'm looking for guidance on how to suspend access for multiple Jira Cloud users in bulk using Python. Managing user access individually can be time-consuming, especially when dealing with a large number of users. Automating this process would greatly enhance efficiency and reduce manual workload.

I'm interested in any available Python scripts, Jira Cloud REST API methods, or Atlassian Python libraries that could help achieve this. Additionally, if there are any best practices, permission requirements, or potential pitfalls to be aware of when suspending user access in bulk, I'd appreciate insights on those as well.

If anyone has experience with automating user management tasks in Jira Cloud or has any sample code or detailed steps to share, it would be immensely helpful.

Thank you in advance for your support!


Answers:
author: Jovin
body: Hey [@TECH JEDI](/t5/user/viewprofilepage/user-id/5542645)

If you're not 100% set on using Python you can achieve this through Automation Rules and tickets in Jira.

1. Export the list of users to suspend/deactivate
2. Create stories for each user, I set it up like this:
   1. Summary: Atlassian ID
   2. Description: Email (just so I know who it was)
3. Create an automation rule like the below, using the correct API endpoint, when you run this manually it will work for up to 50 users at a time.

I have the Trigger have a JQL specification such as below, where UD is the key of the project:

```
project = UD AND status = "Backlog"
```

![AR 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/345138iAF1811769FC77EF9/image-size/large?v=v2&px=999 "AR 1.png")![AR 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/345139i41B71512130AABD6/image-size/large?v=v2&px=999 "AR 2.png")

comments: author: TECH JEDI
body: Hi [@Jovin](/t5/user/viewprofilepage/user-id/5104734) ,

Thanks for your reply.

This is for inside the Jira. I want automation script.


author: Jovin
body: No worries [@TECH JEDI](/t5/user/viewprofilepage/user-id/5542645)

This just allows you to do it automatically as well without relying on external programming/scripting. You can bulk import the User IDs too through the CSV Import feature :)


author: karthikeyan
body: I don't want automate the process. i have some user list in csv file. i want to suspend access those who are present in csv file.


Tags: cloud

jira

jira-service-management

jira-service-management-cloud
Automate a form-chosen item for a given team by round robin
Asked by Luiz Felipe Faria Mello:

![1jira.png](/t5/image/serverpage/image-id/345130iF9B4CFC7A1DDEE2F/image-size/large?v=v2&px=999 "1jira.png")  

<br />

<br />

<br />

I need an automation to work this way. When the customer fills out the item on the portal, depending on the request type, it will be assigned to a specific team in JIRA, where there are 3 people within that team. and the distribution works by round robin


Answers:
author: Christopher Yen
body: Hi [@Luiz Felipe Faria Mello](/t5/user/viewprofilepage/user-id/5582321) welcome to the community,

Your screenshot is close, for the assign item action change the "Assign the issue to" to either **User in a group** or **User in a defined list**, then you will be presented with assignment methods where you can select Round-robin.

![2024-09-03 21_02_51-Rule builder - Automation - Service Desk - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/345428i2590CDD9F85C5FD7/image-size/large?v=v2&px=999 "2024-09-03 21_02_51-Rule builder - Automation - Service Desk - Jira.png")

comments: author: Luiz Felipe Faria Mello
body: ![teams.png](https://community.atlassian.com/t5/image/serverpage/image-id/345534i20678C82B6C6C8A0/image-size/large?v=v2&px=999 "teams.png")


author: Luiz Felipe Faria Mello
body: precisely, I need you to filter by team, not by list, not by group


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I configure the change workflow to only require approval for specific change types?
Asked by Judy Forrister:

We are using Change in Jira Service Management Cloud. I have the workflow set up to require approval from one person within each CAB approval group.

Standard change does not require approval. How do I configure the workflow to exclude Standard Change from the approval step?


Answers:
author: Manoj Gangwar
body: Hi [@Judy Forrister](/t5/user/viewprofilepage/user-id/5531498) ,

You can add the conditional post function on the Ready for Approval transition to skip the Authorize approval but you should have JMWE, JWT, or Scriptrunner any one of these plugins.


author: John Funk
body: Hi Judy,

You can add a condition to the transition in the workflow going to the approval step to check for the value of the field that identifies it as a Standard change as being not equal to that value. Then add a new transition from the status to the next status that bypasses the Approval status/step and add a condition for the value of the field = standard change.

comments: author: Judy Forrister
body: Thanks John. That actually gave me the idea to just put in an automation that allows the CAB that meets the criteria to transition straight to the status after the approval step, thus missing out the approval step altogether. And it works.

Thank you!


author: John Funk
body: Awesome - glad it helped you to a good solution!


author: Judy Forrister
body: ![Screenshot 2024-09-02 135622.png](https://community.atlassian.com/t5/image/serverpage/image-id/345103iE4B7BDEAED3C88D1/image-size/large?v=v2&px=999 "Screenshot 2024-09-02 135622.png")

comments: author: Judy Forrister
body: I couldn't put screenshot of workflow in my question so see above.


Tags: cloud

jira-service-management

jira-service-management-cloud
Como crear un nuevo flujo de trabajo
Asked by Angel Estrada:

Buen d?a

Alguno de ustedes sabe como crear un **nuevo** flujo de trabajo en jira service management? ya que actualmente solo muestra la opcion de editar uno que ya esta predeterminado.

![image.png](/t5/image/serverpage/image-id/345156i6F9CB2D0247409E0/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Samuel Gatica
body: Hi [@Angel Estrada](/t5/user/viewprofilepage/user-id/5563364)

Para crear un nuevo flujo tienes que tener permisos de Administraci?n de Jira.

Puedes ayudarte con esta documentaci?n [Overview of Jira Cloud workflows](https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-workflows/)

Saludos

Sam!


author: Joseph Chung Yin
body: [@Angel Estrada](/t5/user/viewprofilepage/user-id/5563364) -

If you have the system admin rights, then you can create a new WF via the system's "Settings" gear symbol icon at the upper right of the screen.

From there, you will select the Issues option. In the system settings window \>\> Workflows, you can then create a new WF, where once it is created, then you can add it to your project as needed.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Link created Jira issue to servicedesk ticket
Asked by Dani van Maurik:

I've made an automation that clones an issue from our servicedesk project to the development jira project when the issuetype is changed to a bug.

Now I've been trying to get it to link the two issues automatically, but I can't get it to work.


Answers:
author: Jack Brickey
body: Hi [@Dani van Maurik](/t5/user/viewprofilepage/user-id/5343990) , I recommend that you use the create a linked issue in this scenario rather than using clone. if you have tried that and it doesn't give you the desired results please explain what is missing for you.

comments: author: Dani van Maurik
body: Hi [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) , this is how the automation looks now:

![image (24).png](https://community.atlassian.com/t5/image/serverpage/image-id/345106i2B8C30349709CB70/image-size/large?v=v2&px=999 "image (24).png")

I can't find the action 'create linked issue', what do you suggest I do here?


author: Jack Brickey
body: hi [@Dani van Maurik](/t5/user/viewprofilepage/user-id/5343990) ,

indeed I do not see now. maybe removed. In any event you should be able to add the "linked issues" field to the clone action as shown below. Where exactly are you having issues? Oh, and be sure that your rule is set for Global or Multi-project.

![2024-09-02_10-55-44.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/345135i493DE7762CCD7A8E/image-size/large?v=v2&px=999 "2024-09-02_10-55-44.jpg")


author: Luka Hummel - codefortynine
body: Hi [@Dani van Maurik](/t5/user/viewprofilepage/user-id/5343990)

To automatically link issues in your automation, you can enhance your setup with our app [Deep Clone for Jira](https://marketplace.atlassian.com/apps/1218652?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2800855). Deep Clone allows you to clone issues across projects while preserving all essential links, additionally it is able to create links between the cloned and the source issues. You can also integrate Deep Clone in your existing [Jira Automation with looping transitions](https://documentation.codefortynine.com/deep-clone-for-jira/jira-automation#AutomationforJiraviaWorkflows-HowtoTriggerDeepCloneFromJiraAutomation(Company-managed)?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-com-2800855).


Tags: automation

cloud

jira-cloud

jira-service-management

jira-service-management-cloud
How to manage tickets in two different projects
Asked by Scott Patrick:

We're currently using Jira v9.4.14.

We have one project (Project A) which is used by our PMO team. They manage requirements, change requests and few other items in Project A.

We have another project (Project B) which is used by our Development team. They manage Epics, User Stories, Subtasks, Defects and Test Cases.

Both Project A and Project B are all related to one client project, just used my different groups and have different work flows.

This gets even more complicated as we have multiple client projects working in parallel and we have another project (Project C) for maintenance items for each client project.

Currently, the dev team is managing tasks for the CR in Project A plus other dev work in Project B, and thus managing two different projects and flows of work.

If a project manager creates a Change Request, CR, in Project A, how can the development team in Project B manage the tasks for the CR in Project B, without going into Project A and managing the CR directly? IOW, team members in Project B want to work exclusively in Project B and not have to work/manage two projects.


Answers:
author: eugenio_onofre
body: Hi [@Scott Patrick](/t5/user/viewprofilepage/user-id/5390817)

Welcome to the Atlassian Community!

Atlassian Automation can definitely assist with your problem. Please refer to the official documentation below.

In summary, the automations are structured in triggers, conditions and actions.

In your case, I would suggest creating an automation on Project A that does the following:

* Trigger: issue created
* Condition: if "issue type" is "Change Request"
* Action 1: create issue - here you will detail on which project you want the new ticket to be created + which fields you want to copy
* Action 2: link issue to the newly created one

As for keeping both projects in Sync, you can definitely achieve it using Atlassian Automation, following the same steps I suggested above but changing the triggers, conditions and actions.

Please do not forget to accept this answer in case it helps you resolve your issue as it may help other community members in the future.

Regards,  
Eugenio


author: Syed Majid Hassan -Exalate-
body: Hi [@Scott Patrick](/t5/user/viewprofilepage/user-id/5390817)

Welcome to the community! This is Majid @ Exalate.

Adding to Eugenio's answer, you can "sync" issues between different projects. So, for instance, Dev work in Project B and others teams want to send issues to Dev from their respective projects. They can [Exalate](https://marketplace.atlassian.com/search?query=issue%20sync) tickets from within their own projects and the tickets arrive in Project B to be worked by Dev. Any updates that are made on either end and then synced across.

Hope it helps.

Thanks

Majid
To copy custom fields to subtasks
Asked by Mario Amaya:

Hey guys, do you know how can I do in the automation to copy a custom field from the Issue

I mean, I have an issue created, when creating a subtask from that issue, I want a custom field to be the same as the parent issue, you know?


Answers:
author: Mayur Jadhav
body: Hi [@Mario Amaya](/t5/user/viewprofilepage/user-id/5345208) ,

I hope you are doing well!!

Atlassian has document on how to create automation rule to copy the parents field data to a sub-task.

[Automation : Copy custom field values between subtasks and parents](https://confluence.atlassian.com/jirakb/automation-copy-custom-field-values-between-subtasks-and-parents-1271694954.html)

[@Mark Segall](/t5/user/viewprofilepage/user-id/4666637) mentioned in his answer just change the trigger point.


author: Mark Segall
body: Hi [@Mario Amaya](/t5/user/viewprofilepage/user-id/5345208) - So you're creating the sub-task manually, and upon creation you want automation to copy field data down?

You could do something like this:

* TRIGGER: Issue Created
* CONDITION: Issue Type = Sub-Task
* ACTION: Edit Issue
  * Select your field
  * Click the **...** menu
  * Select Copy
  * Change the source to Parent