youngmon/atlassian-qna huggingface dataset:
Automation rule not working between Assignee and Custom Field
Asked by Erica Peck:

Hello,

I'm attempting to create a workflow on a team-managed board. I have created a custom field called 'Developer'. The goal is that once the ticket is assigned, the Developer field will be populated with the same person as the Assignee. However, it is copying as blank. It looks like for some reason it isn't populating properly (see screenshot). Any idea on how to get this to work?


Answers:
author: John Funk
body: Hi Erica - Welcome to the Atlassian Community!

Is this a Team-managed project?

comments: author: Erica Peck
body: Hi John - thank you!

Yes, this is a team-managed board.


author: John Funk
body: That's what I was afraid of. That functionality does not work with Team-managed projects right now (copying a user field to another user field).


author: Erica Peck
body: aw darn, thanks for the reply! Is there any way to use the automation rules (vs workflow rule) to apply this logic?


author: John Funk
body: No, that's where the problem is. <https://support.atlassian.com/cloud-automation/docs/limitations-in-team-managed-projects-for-automation-rules/>


author: Kalyan Sattaluri
body: Hello [@Erica Peck](/t5/user/viewprofilepage/user-id/5470328)

There is no screenshot :) .. but assuming this developer custom field is a user field and your trigger is field change on assignee.. after your trigger, do an action -\> Refetech issue.

Sometimes Jira does not have the new field value in hand even though rule got triggered based on field change.

If that doesnt work, please share screenshot of the rule. Thanks!

comments: author: Erica Peck
body: Whoops! Here you go:)

Also, I was doing this within the workflow page (additional screenshot attached). Should I be doing it from the Automation page?

Thanks!

![Screen Shot 2024-04-05 at 4.22.29 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/316785i84218C4D02C3D87F/image-size/large?v=v2&px=999 "Screen Shot 2024-04-05 at 4.22.29 PM.png")

![Screen Shot 2024-04-05 at 2.23.56 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/316784i3CE2A5DDE9D33C6A/image-size/large?v=v2&px=999 "Screen Shot 2024-04-05 at 2.23.56 PM.png")


author: Kalyan Sattaluri
body: hi [@Erica Peck](/t5/user/viewprofilepage/user-id/5470328) I am not familiar with workflow management so I should not advise and should have read the post carefully. Apologies for hijacking and hoping actual SME's can pitch in and help clarify correct approach and what could be happening here for you. Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud

project-management

team-managed-projects
Smart values for Comment to Customer?
Asked by Brady Buttrey:

I'm trying to create an update frequency SLA and it is dependent on comments to the customer (not by the customer, or internal comments). Does anyone know what smart condition values I could use here?

![comment to customer picture.png](/t5/image/serverpage/image-id/316765i1350B4E2EE234171/image-size/large?v=v2&px=999 "comment to customer picture.png")


Answers:
author: Kalyan Sattaluri
body: Hello [@Brady Buttrey](/t5/user/viewprofilepage/user-id/5459170)

Please see below thread by [@Walter Buggenhout](/t5/user/viewprofilepage/user-id/783225)

There is a smart value **{{comment.internal}}** which returns *false* if a comment if a cmment is visible to customers.

You can use it as a condition in an automation rules with the *smart values condition* like this:

* **First value:** {{comment.internal}}
* **Condition:** equals
* **Second value:** false

<https://community.atlassian.com/t5/Jira-Software-questions/Re-How-to-reference-Reply-to-Customer-or-public-commen/qaq-p/2620459/comment-id/925256#M925256>

comments: author: Brady Buttrey
body: That seems to update the SLA when customers comment on it through the portal. I only what it to be agent comments to the customer, not vise versa.


author: Kalyan Sattaluri
body: Apologies, I dont think this value is exposed by smart values, you need to make REST call to get this info. If you are interested, its the jsdPublic field within comment section.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/316781i7FA12A7A5A8A6B7E/image-size/large?v=v2&px=999 "image.png")


author: Brady Buttrey
body: Can I do this within the automations?


author: Kalyan Sattaluri
body: Yes. You can do it within automation. But if you have not done this before, the hardest part is to gather your token info. If you have that, the rest is easy.

To gather your token, I am going to list the steps below, also reference Jira doc [here](https://developer.atlassian.com/cloud/jira/platform/basic-auth-for-rest-apis/#supply-basic-auth-headers).

* Go to this [link](https://id.atlassian.com/manage-profile/security/api-tokens) and create a token.
* Then using your email,create a string useremail:api_token
* Then, if you are in windowsOS, open power shell, put below by replacing bolded from above

$Text =**'user@example.com:api_token_string'** $Bytes = \[System.Text.Encoding\]::UTF8.GetBytes($Text) $EncodedText = \[Convert\]::ToBase64String($Bytes) $EncodedText

* Then you get token.

If you can get this far. Rest is easy.


Tags: cloud

jira-service-management

jira-service-management-cloud
Need to see PS-164898
Asked by Paul Creager:

I'm trying to view this link:  
<https://support.atlassian.com/requests/PS-164898/>

But I get "Unable to display request"


Answers:
author: Laurie Sciutti
body: Hello [@Paul Creager](/t5/user/viewprofilepage/user-id/5470301) and welcome to the Community! Adding to what [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) suggested, also make sure you are actually logged into the portal - that can also cause this error.


author: Joseph Chung Yin
body: [@Paul Creager](/t5/user/viewprofilepage/user-id/5470301)

Welcome to the community. For this issue, you will need to contact Atlassian Support (<https://support.atlassian.com>) for assistance.

Possible causes of the issue

1) The request is private and not shared with you.

2) The issue key prefix indicate it is from Premier Support which often it is private to the authorized users on your Premier Support contract with Atlassian.

Sorry.

Best, Joseph

comments: author: Paul Creager
body: Thanks [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739), but that link takes me right back to this "Community" page. How do I get actual support from CS?


author: Joseph Chung Yin
body: [@Paul Creager](/t5/user/viewprofilepage/user-id/5470301) -

You need to contact Atlassian Support (<https://support.atlassian.com>). This link doesn't take you back to the community page.

Best, Joseph


Tags: jira-service-management

unknown-hosting-type
Not able to know who's my site admin
Asked by Abelardo Martinez:

hi, I'm trying to get support from my site admin, however, seems like nobody knows who the admin of my organization is. How can I check if we have one?


Answers:
author: Mikael Sandberg
body: Hi [@Abelardo Martinez](/t5/user/viewprofilepage/user-id/5470293),

Welcome to Atlassian Community!

Anyone that have access to admin.atlassian.com in your org would be site admin. I would start with asking your IT team if they have access to it and go from there.

comments: author: Abelardo Martinez
body: in fact, they don't even know that perhaps the admin left the company and now nobody has the role, that's why I'm trying to figure it out if we have one that continues working with us or if we need someone else assigned to the role.  
We need an automation Workflow that only can be made by the admin.


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset API Endpoint bug
Asked by Oliver Wood:

in the UI of Assets there are the following status options

Action Needed,  
Active,  
Closed,  
In Service,  
Running,  
Stopped,  
Support Requested,  
Disposed,  
InActive,  
In Stock,  
In Transit,  
In Use,  
Missing,  
Ordered,  
Retired  

However the following endpoint

/config/statustype should bring back all status options, however it is only bring back 7 records  
\[  
{  
"id": "1",  
"name": "Action Needed",  
"description": "",  
"category": 2,  
"objectSchemaId": null  
},  
{  
"id": "2",  
"name": "Active",  
"description": "",  
"category": 1,  
"objectSchemaId": null  
},  
{  
"id": "3",  
"name": "Closed",  
"description": "",  
"category": 0,  
"objectSchemaId": null  
},  
{  
"id": "4",  
"name": "In Service",  
"description": "",  
"category": 2,  
"objectSchemaId": null  
},  
{  
"id": "5",  
"name": "Running",  
"description": "",  
"category": 1,  
"objectSchemaId": null  
},  
{  
"id": "6",  
"name": "Stopped",  
"description": "",  
"category": 0,  
"objectSchemaId": null  
},  
{  
"id": "7",  
"name": "Support Requested",  
"description": "",  
"category": 2,  
"objectSchemaId": null  
}  
\]  
The irony is i can access the missing options via api call  
/config/statustype/{id} etc  
Is this a bug with the api or am i missing something


Answers:
author: Oliver Wood
body: So are investigating, my assumption is the reason i cant see all the statuses is that some are global and some are schema specific.

However there doesnt seem to be a schema endpoint that can pull off all the statuses

and doesnt explain why i can access the schema status through the endpoint

/config/statustype/{id} but it wont appear with this endpoint /config/statustype

comments: author: Oliver Wood
body: To answer my own question

**objectSchemaId** will, bring back the statuses of the schema


Tags: assets

cloud

jira-service-management

jira-service-management-cloud

rest-api
How to create a dashboard based on two jira projects (one Service / one Software)
Asked by n0216209:

Hi Community!

I'm attempting to create a single dashboard that will contain info from both our "service desk" (incoming requests from internal customers) along with our "project jira" (contains official project work). I was hoping to there was support documentation somewhere someone could point me to that may be helpful.

Thanks-

Steve O.


Answers:
author: Dexter de Vera
body: Hi [@n0216209](/t5/user/viewprofilepage/user-id/4788647) ,

Yes you can add both project on your dashboard.

This are some of documentation you may check how to use dashboard and sample dashboard templates.

[work with dashboards in jira cloud](https://support.atlassian.com/jira-software-cloud/docs/work-with-dashboards-in-jira-cloud/)

[explore dashboard templates](https://support.atlassian.com/analytics/docs/explore-dashboard-templates/)

comments: author: n0216209
body: Thanks for the info!!!!!


author: John Funk
body: Hi [@n0216209](/t5/user/viewprofilepage/user-id/4788647)

Dashboards are simply a collection of individual gadgets. Each gadget can be based on a project or a filter. So you can mix and match whatever projects you want. It think there is a 20 gadget limit for a dashboard in Cloud.


author: Danut M _StonikByte_
body: Hi [@n0216209](/t5/user/viewprofilepage/user-id/4788647),

The answer to your question highly depends on what you want to track in these dashboards. So a few more details would be helpful.

Anyway, with our [Great Gadgets](https://marketplace.atlassian.com/search?query=great%20gadgets%20agile%20stonikbyte) app you can create powerful dashboards for both type of projects JSM and Software. Have a look over these articles from the Community, as they might be of great help for you:  
* [An effective dashboard for Service Desk and Customer Support teams in Jira Service Management](https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369)

* [8 gadgets for a powerful Scrum dashboard in Jira](https://community.atlassian.com/t5/App-Central/8-gadgets-for-a-powerful-Scrum-dashboard-in-Jira/ba-p/1683063)

* [Building a powerful Kanban dashboard in Jira with Great Gadgets app](https://community.atlassian.com/t5/Jira-Software-articles/Building-a-powerful-Kanban-dashboard-in-Jira-with-Great-Gadgets/ba-p/1664331)

* [How to track scaled-agile (SAFe) projects in Jira with Great Gadgets app](https://community.atlassian.com/t5/App-Central/How-to-track-scaled-agile-SAFe-projects-in-Jira-with-Great/ba-p/1929694)

If you have any questions, please contact support@stonikbyte.com.

Hope this helps.

Danut.


Tags: cloud

dashboard

jira-service-management

jira-service-management-cloud

jira-software
Can you vote from a jira queue?
Asked by Mark_Gallier:

Is there anyway to be able to vote for a ticket from a queue, rather than having to open the ticket, then select vote, then actually vote? Feels as though 3 steps could be amalgamated into just 1 step to vote.


Answers:
author: John Funk
body: Hi Mark,

No, I am not aware of any way to vote for an issue without opening it.


Tags: cloud

jira-service-management

jira-service-management-cloud

voting
Remove images and links from description field
Asked by Lucas de Souza:

Hey everyone I have a hard task.

Windows Defender API sends us an email to our Jira service management, which becomes an incident ticket. The issue is that the description comes in wiki format and the image links are huge.

My question is is there any way to remove the wiki format only on those issues?

I tried {{issue.description.substringBetween("","")}} did not work well or was not reliable.

This is the log action from {{issue.description.text}}   

![exampleinf.png](https://community.atlassian.com/t5/image/serverpage/image-id/316656i7ECDFA5EEA1CA670/image-size/large?v=v2&px=999 "exampleinf.png")

Any help or suggestion would be very much appreciated.  
Best, Lucas.


Answers:
author: Brant Schroeder
body: [@Lucas de Souza](/t5/user/viewprofilepage/user-id/5333980) I would suggest making a rule on your email server that cleans the emails up before JSM pulls them in as an issue. This would be easier to do since you can make specific rules for the defender emails. It will be much harder to make a regex on the email handler to parse the unwanted content.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Change of status in Jira service ticket = screen freeze
Asked by Helen Kristoffersen:

Hi,   
I have a problem in Denmark. When we change status in a ticket, the screen freeze.  

At the moment we change from Open to In process - and then to another status.  

If we go directly from Open and to the other status than In process, or choose Closed - the screen freeze and we have to re-start Jira.  

And to make the issue even more complexed - it is not all users that has the error.   

Anyone else has the same problem?  

Greets,   
Helen


Answers:
author: Nikola Perisic
body: Hello [@Helen Kristoffersen](/t5/user/viewprofilepage/user-id/4631578)

Are you talking about the cloud or the server. I see that in tags, you have added the cloud version. I've tried to reproduce the issue on my side, but I did no have any problems. Atlassian's status is saying that everything is operational.

Try clearing your cache, using a different browser, incognito mode as well. Also, simply log off and log back in.

comments: author: Helen Kristoffersen
body: Thank you for your reply Perisic - It is not one user and one browser - but several users. And yes - we have logged of and on again, restarted the program. But stil we have the problem.


author: Nikola Perisic
body: Hello [@Helen Kristoffersen](/t5/user/viewprofilepage/user-id/4631578) ,since this is impacting more than one user, Atlassian should be aware of this. Currently, they don't have any active incidents on their status page. You've tried different browsers as well?


author: Helen Kristoffersen
body: Yes I have, thank you. I will create a ticket for their support team :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Trying out JSM-Standard Plan Features from Free Plan (Trial)
Asked by Karpaga Selvan:

Hello Atlassian Community,

We're currently using the JSM free plan and considering upgrading to the JSM Standard Plan for its additional features. Before upgrading, we'd like to know if there's a way to trial the features included in the JSM-Standard Plan without committing immediately.

Does Atlassian offer a trial period for the JSM-Standard Plan features for users on the free plan? If so, how can we activate this trial?

Thank you for your help!

Karpaga Selvan M.


Answers:
author: Kate Pawlak _Appsvio_
body: Hi,

Yes, you can switch to Standard plan for 14-day free trial.

comments: author: Karpaga Selvan
body: Hi,

Thank you for confirming the availability of the 14-day free trial for the Standard plan. Could you please clarify whether we need to provide any payment information upfront to start the trial? We want to ensure a smooth transition and understand any requirements associated with accessing the trial. Thank you in advance for your assistance.


author: Kate Pawlak _Appsvio_
body: You can start the trial and you will receive the email that you trial has ended with direct link to add payment details. The title of this email is "Let's make it official!".

If you want to know exact dates, I think it would be the best to contact Atlassian team via <https://support.atlassian.com/> and request their assistance.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to set initially displayed queue
Asked by Naoki:

Hi,

I create new queue in Service Requests.

I want to display this queue when user log in.

How to set initially displayed this queue?

![01.png](https://community.atlassian.com/t5/image/serverpage/image-id/316558i23B04BFC7CBB16D2/image-size/large?v=v2&px=999 "01.png")

![02.png](https://community.atlassian.com/t5/image/serverpage/image-id/316556iA51054F01D703FE1/image-size/large?v=v2&px=999 "02.png")

Is there a specific queue that is initially displayed by default?

Please let me know if you know about this one as well.

Thanks.


Answers:
author: Asha Goyal
body: Hello [@Naoki](/t5/user/viewprofilepage/user-id/5451340)

Welcome to the community !

You can use the shortcut as shown in the screenshot.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/316563i34238FBA0CFDDE0A/image-size/large?v=v2&px=999 "image.png")

This way it will be shown in the initial display.

Kindly Accept and Vote if it helps.

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Importing issue: externalId='1886682' indicates what went wrong?
Asked by Rui Zhao:

Importing issue: externalId='1886682' indicates what went wrong?


Answers:
author: Valerie Knapp
body: Hi [@Rui Zhao](/t5/user/viewprofilepage/user-id/5469929) , welcome to the Atlasian Community and thanks for your question.

Please can you give us some more detail about what you are trying to do and when you encounter this problem?

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Commit window not showing changed files
Asked by Quailcreek:

I had an ugly glitch when I was committing one of my Xcode projects to BitBucket. I thought it was just a wifi connection issue but there's something else going on. I've tried to commit several other projects and they are all exhibiting the same problem. I have attached a screen-shot of the window that opens when doing a commit. There are files that have been changed but they do not show in the commit window. I deleted and reinstalled Xcode but noting changed. I don't see any Xcode settings that were changed. Has anybody experienced this?

![BitBucket Problem.png](https://community.atlassian.com/t5/image/serverpage/image-id/254926i986786F34DB10535/image-size/large?v=v2&px=999 "BitBucket Problem.png")


Answers:
author: Theodora Boudale
body: Hi [@Quailcreek](/t5/user/viewprofilepage/user-id/2668956),

This could be a bug or a configuration issue. I don't think that the wifi connection could be the issue here, because committing files is an operation done locally on your clone of the repo, it doesn't require a connection to the remote repo.

You can double-check if there are indeed files to stage and commit by navigating to the repo directory from a terminal and running **git status**. If this shows that there are changes, I would suggest reaching out to the Xcode forum about the behavior you see with Xcode:

* <https://developer.apple.com/forums/tags/xcode>

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Authentication fails when trying to clone a bitbucket repo
Asked by Evan:

I have access to the repo on bitbucket with my bitbucket account. I am able to login to my account without any issue on the frontend.  

When I try to clone the repo, either through HTTPS or SSH, when prompted for my password the authentication fails every time.  

I am not sure if this is an error or am I missing something? I have worked with bitbucket in the past and this is the first time this is coming up.  

Thanks,


Answers:
author: Theodora Boudale
body: Hi [@Evan](/t5/user/viewprofilepage/user-id/5209759) and welcome to the community!

We have deprecated the use of account passwords for Git over HTTPS and API:

* <https://community.atlassian.com/t5/Bitbucket-articles/Announcement-Bitbucket-Cloud-account-password-usage-for-Git-over/ba-p/1948231>

Your account's password can be used only for logging in to <https://bitbucket.org/> from browser. If you want to clone, pull, or push to a repo with HTTPS, you can generate an app password for your account and use that instead of a password (in combination with your username):

* <https://support.atlassian.com/bitbucket-cloud/docs/app-passwords/>

SSH doesn't require password authentication, authentication is done with the SSH keys you set up for Bitbucket Cloud:

* <https://support.atlassian.com/bitbucket-cloud/docs/configure-ssh-and-two-step-verification/>

If you defined a passphrase for the SSH key pair you use for Bitbucket Cloud, then you will get asked for the SSH key pair's passphrase. You could also generate an SSH key pair without a passphrase and use that instead.

If you have any questions, please feel free to reach out.

Kind regards,  
Theodora


author: Anna Maria Peter
body: Have you recently changed your Altlassian password


Tags: authentication

bitbucket-cloud

cloud
Adding tag with whitespace
Asked by Sakib Arman:

Can I add custom tag containing whitespace?

Example: "Custom Tag"


Answers:
author: Erez Maadani
body: Hi [@Sakib Arman](/t5/user/viewprofilepage/user-id/5209681)

Git does not allow using whitespace in tag names.

Here are the current tag names restrictions:

* Tag names cannot contain whitespace or any of the following characters: \~\^:?\*\[.
* Tag names must be shorter than 255 characters.
* Tag names cannot begin with a hyphen (-).
* Tag names cannot be the same as the name of a branch, or the name of a remote-tracking branch.

You do have the tag message/description where you are allowed to use whitespace and other special characters.


Tags: bitbucket-cloud

cloud

gitlab