youngmon/atlassian-qna huggingface dataset:
how to extract data from a form attached to a 'request form'
Asked by Yoann HEYMANN:

Hi all,

I try to extract all data from a specify request type in a JSM project.

But, when I creat my Filter, I can't see all fields.

1- I go to Filters menu and select view all filters

2 - I click on create filter

3 - I select my project, my request type and my date range

\>\> project = "Sales portal" AND "Request Type" = "Contract termination (SSP)" AND createdDate \> 2024-01-01 \<\<

with this, I get all the issues I want.

After that, I want to add some Columns in my filter.

1 - I select Columns menu and search for my fields...but I don't see some fields

Why ???

If I check my request type form, I see that, these field are not linked to a Jira Field or a Custom filed.

So how I can extract the value of my field in this case ?

I kwon my field are not empty because I see a value (or a selected value) if I open the issue.

I have also trying with excel and jira plugin, same issue, I can't see some fields.

Thanks for your expertise, and if possible, without additional plug-in.


Answers:
author: Jeroen Poismans
body: Hi!

If you want to display fields from a From in your issue overview, you should link the Form fields to a Jira custom field. You simply can not access the individual fields on a From in your request form the issue search.

There are actually two ways to solve this:

**1. Build your form not in the Forms editor, but in the Request Type form builder in your Service project**

Downside here is that you don't have access to the advanced features of the Forms module: Conditional hiding of fields, sections ... etc

The plus here is that you will place actual custom fields on the request form, not via a Form included in the request. This way you can search, access these fields in JIra filters and issue searches, automation ... etc  

**2. Link your Form fields to custom fields in Jira**

This you can do in the Forms editor, but you will have to create the custom fields you want to link to first.

Downside: You have to create the custom fields, maintain it

Plus: You can link only the relevant fields + you will still have the advanced features of the Form editor

Jeroen

comments: author: Yoann HEYMANN
body: Thank you for this feedback Jeroen,  
Unfortunately for me, I am taking over from an outgoing colleague who is the originator of this form. I'll look into co-ordinating this, but in the meantime I need to extract the data collected, something I can't do if I don't see the fields.


Tags: cloud

jira-service-management

jira-service-management-cloud
add users Jira Service Management
Asked by ICT:

I'm trying to add a user to Jira Service Management (Free) and I get the following error:

![Schermafbeelding 2024-02-05 111745.png](/t5/image/serverpage/image-id/304301iAF423AF5A702578C/image-size/large?v=v2&px=999 "Schermafbeelding 2024-02-05 111745.png")

This user has a Jira account and had previous access. When I try to add the user again, it doesn't work.


Answers:
author: Fazila Ashraf
body: Hi [@ICT](/t5/user/viewprofilepage/user-id/18758)

1. Go to **Settings** () \> **User management**.

2. Select a user on the **Users** page.

If the user is deactivated there, enable access to the site.


Tags: cloud

jira-service-management

jira-service-management-cloud
Formatting smart values
Asked by Bernd Anderer:

I have this expression, that sets a Jira field:

```
{{#=}} {{issue.customfield_10254|0}} * {{issue.customfield_10255|0}} {{/}}
```

Both customefields are of type number.

What I would like to do, is to format the result of the calculation, so that it looks like this:

? 123.234,67

or at least:

123.234,67

I am aware of this page: <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-math-expressions/#Format-numerical-values>

I think I should be using something like this as a format:

```
?###.###,##
```

What I don't know is, how to add this notation

```
{{issue.xxxx.format("?###.###,##")}}
```

to the calculation

```
{{#=}} {{issue.customfield_10254|0}} * {{issue.customfield_10255|0}} {{/}}
```

Any thoughts on that?

Thank you


Answers:
author: Michelle Grimes
body: [@Bernd Anderer](/t5/user/viewprofilepage/user-id/565597)   
Hi,  

You need to create both fields as variables before it goes into the final calculation. I did this for both my Inherent and Residual Risks.  

Michelle

comments: author: Bernd Anderer
body: Hi Michelle,

Thank you for your answer.

if I understand you correctly, I would format both fields before they go into the calculation, correct?

One issue that I want to solve, is the number of digits after the comma. I only wanna have 2 digits.

A better example would be:

```
{{#=}} {{issue.customfield_10254|0}} / {{issue.customfield_10255|0}} {{/}}
```

In this case, I need to apply the formatting to the result in order to get the 2 digit.

e.g. 10,00 / 3,00 = 3,34

How would your solution achieve this goal?


author: Michelle Grimes
body: Hi Bernd,  

That is correct - I borrowed heavily from one I found within the community answers.  

I'm fortunate that mine are whole numbers only. You may have to go into the "Additional Fields" section and add some JSON coding or use Scriptrunner to achieve this level to get the decimals you want to be included.  

This is as far as I know and I'm sorry I can't be of any further help on this,  

Kind regards,  
Michelle


author: Bernd Anderer
body: I am surprised on how terrible Jira is in terms of number formatting.

This should be implemented on the customfield level.

In addition - once I formatted the values, they become a string. Even more pain.

Anyway - thank you for your feedback :-)


Tags: cloud

jira-service-management

jira-service-management-cloud
Iterate through webhookResponse.body and Create a new issues
Asked by Amish Khatri:

I have an automation rule that has a trigger on issue creation calling a 3rd party web service and it returns JSON with a list of test cases.  
I want to iterate through each test case returned from the response and create a new issue type in the same automation rule.  
I want to know how to iterate into automation rule over webhookResponse.body  
Kindly provide help to fix this.


Answers:
author: Kris Dewachter
body: Hi [@Amish Khatri](/t5/user/viewprofilepage/user-id/5422162) ,

Have a look at this post. I think it already describes a solution for what you want to achieve.

<https://community.atlassian.com/t5/Jira-Service-Management/Automation-loop-through-WebResponse-results/qaq-p/2140920>

Best regards,

Kris


Tags: automation

jira

jira-service-management
How can we make sub-tasks visible on the customer portal?
Asked by Fatima AALLA:

Hello,   

As a service desk operator, I would like to be able to make subtasks of a ticket visible to clients portal.   

Currently, this appears to be internal facing only. Can this be adjusted to allow? It's a great passive method of keeping the client in the loop.

Thanks,


Answers:
author: Nic Brough -Adaptavist-
body: Hi Fatima,

Sub-tasks are not supposed to be shown to the customers.

Customers only see their requests. They don't get to see the issue that represents the work that needs doing.

A sub-task is a part of the issue, one that your team of agents have decided that they need in order to break up the work that needs doing to resolve the issue for some reason (usually that you need different people to work on it)


author: Christine Box
body: Hello,

Its not a solution - but there is a ticket open on this topic which is gathering interest. It has a workaround for notifications which maybe a good update process if needed - <https://jira.atlassian.com/browse/JSDCLOUD-1422>

Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
How to show fieldtype "Last public comment date" in process / issue view
Asked by dahu:

Hello,

I got a custom field based on the fieldtype "Last public comment date" and want to show it with the value in the process / issue view.

The field is configured like the other fields shown there.

From the json view of the issue i can see that the field is there and that a value for that is there.

But it will not be shown in my process / issue view.

Does somebody now what I have to do?

At the moment I show this info with another field an with a rule that is executed when a comment was set on the issue. But we have to save rule executions and I would now like to show the Info with the "Last public comment date" - fieldtype, because there the Info is just there without to have a rule execution.  

Please see screenshots!  
![fieldtype.png](https://community.atlassian.com/t5/image/serverpage/image-id/304249i1E36103761E96C16/image-size/large?v=v2&px=999 "fieldtype.png")![Field_is_set_to_contextfields.png](https://community.atlassian.com/t5/image/serverpage/image-id/304250i89BD3C0B3463ED03/image-size/large?v=v2&px=999 "Field_is_set_to_contextfields.png")![field_is_configured_like_other_fields_that_are_shown.png](https://community.atlassian.com/t5/image/serverpage/image-id/304251i144EEC11A1C1BDCA/image-size/large?v=v2&px=999 "field_is_configured_like_other_fields_that_are_shown.png")![issueview_without_the_field.png](https://community.atlassian.com/t5/image/serverpage/image-id/304252i9DCCE919AE0E3B8E/image-size/large?v=v2&px=999 "issueview_without_the_field.png")![in_json_view_field_is_there.png](https://community.atlassian.com/t5/image/serverpage/image-id/304254i9C270662A99F142F/image-size/large?v=v2&px=999 "in_json_view_field_is_there.png")![in_json_view_there_is_a_value.png](https://community.atlassian.com/t5/image/serverpage/image-id/304255i622D22B8CDD408C6/image-size/large?v=v2&px=999 "in_json_view_there_is_a_value.png")  
Thank you very much for your help!

Best Regards,

Daniel


Answers:
author: dahu
body: I am in contact with Atlassian - Support. They said it is a bug.

They will fix it in:

[JRACLOUD-82982](https://jira.atlassian.com/browse/JRACLOUD-82982)

Best Regards

Daniel

comments: author: Rebekka Heilmann _viadee_
body: Thank you for the Update :)


author: Rebekka Heilmann _viadee_
body: Hi [@dahu](/t5/user/viewprofilepage/user-id/5366058)

Have you checked the bottom right of the Issue View? Dates like "Created" and "Updated" are now shown there and cannot be moved into Context fields. Maybe that's the case for that Field Type as well?

comments: author: dahu
body: Hello [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) ,

thank you for your answer.

No, the field is not shown on the right bottom of the issue view. The field like you said, "Created" and "Updated" are there.

But i can not see a possibility to put the field there. And in the end, i really would like more to see it with the other context - fields.

Best Regards,

Daniel


Tags: cloud

jira-service-management

jira-service-management-cloud
Mon automatisation ne fonctionne voyez vous pourquoi?
Asked by Joris BAUDOT:

Bonjour,

j'aimerais cr?e cette automatisation seulement ma sous tache n'est jamais cr?e et quand je vais dans le journal d'audit il me dit simplement "aucune action r?alis?".

savez vous pourquoi?

![automatisation.PNG](/t5/image/serverpage/image-id/304242i1C6A38AA24F063A3/image-size/large?v=v2&px=999 "automatisation.PNG")


Answers:
author: John Funk
body: Bonjour Joris,  
Pouvez-vous ?galement inclure une capture d'?cran du journal d'audit lors de son ex?cution ?  
?tes-vous s?r que cela ne s'arr?te pas ? la condition ?

comments: author: Joris BAUDOT
body: bonjour,

Voici le journal d'audit:

![audit.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/304248i7225BBEF003ADFD5/image-size/large?v=v2&px=999 "audit.PNG")


author: Joris BAUDOT
body: quel est le soucis avec ma condition, je ne comprends pas.


author: John Funk
body: Selon le journal d'audit, la condition n'?tait pas remplie.

Je ne peux pas dire exactement en anglais ce que v?rifie votre ?tat. Mais cela n'est pas atteint lorsque vous cr?ez la nouvelle sous-t?che. C'est pourquoi le reste de votre r?gle s'arr?te.


author: Joris BAUDOT
body: la condition est doit v?rifier si le "r?sum?" du ticket contient "Nouvel utilisateur".

si oui alors cr?e une sous tache.

![Condition.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/304369i77A5362CC01C06EC/image-size/large?v=v2&px=999 "Condition.PNG")


Tags: cloud

jira-service-management

jira-service-management-cloud
How to upgrade the plan
Asked by Ajith D:

Hi Team,  

Please confirm if I have the permissions to upgrade my product, If yes how do I do it?


Answers:
author: Ollie Guan
body: Hi [@Ajith D](/t5/user/viewprofilepage/user-id/5422192) ,

Who can upgrade atlassian product plan?

* Billing admins

* Organization admins

* Site administrators

<https://support.atlassian.com/subscriptions-and-billing/docs/manage-your-bill-for-standard-and-premium-plans/>


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Need help in Automation rule
Asked by CHINNAMUTHEVISAI.SATYANARAYANASHARMA:

If one issue is transitioned to resolved for one issue type then it should close other issue type.

For example i have two issuetypes story and task, i need a rule that when story gets closed, task should automatically closed after 20 days only not before that. both issuetypes using separate workflows.


Answers:
author: Rebekka Heilmann _viadee_
body: Hello [@CHINNAMUTHEVISAI.SATYANARAYANASHARMA](/t5/user/viewprofilepage/user-id/4577557)

Are the issues linked in some form? What is the use case for this rule?

comments: author: CHINNAMUTHEVISAI.SATYANARAYANASHARMA
body: yes both issue types are linked together.


author: Rebekka Heilmann _viadee_
body: The problem is, that you would need to branch over all Stories and then find (branch) all related Tasks. That's because the trigger wouldn't be the Story being transitioned but it would have to be a scheduled rule.

A branch in a branch is not possible.

So If I understand your requirement correctly, that cannot be achieved with an automation rule, unless you use some workarounds.

For that, knowing the specific use case would be helpful


Tags: cloud

jira

jira-service-management-cloud
Filter error message
Asked by ???_??_:

What's the problem?

You have access to JSM products and are registered as a user in the project.

![_00_jsm_filter.jpg](/t5/image/serverpage/image-id/304213i4B0A2818E6BD7276/image-size/large?v=v2&px=999 "_00_jsm_filter.jpg")


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@???_??_](/t5/user/viewprofilepage/user-id/4704901)

does the error occur only when you try to search the Reporter field or any user field? Do you have the Browse Users permission?

Is the Advanced Search (JQL) working as expected?

Can you add the Reporter field to the "normal" Jira search (not in the Queue view but the general issue search)?

comments: author: ???_??_
body: Solved.  
The group did not have permission to view users.  
thank you :)


Tags: cloud

jira-service-management

jira-service-management-cloud
When inviting a customer to a project
Asked by ???_??_:

When inviting a customer to a project  
1. Grant customer role in Settings \> User Management  
2. Invite customers to your project

When I run it only twice, it sometimes says that the customer does not have permission to access the portal.

Do I need to do both 1 and 2?  
Some customers can access the portal when running it only twice, while others cannot.

I don't know what the difference is.  
Also, for customers invited as number 1, their personal email address is listed in the project customer list, and for customers invited only from the project, their email address is displayed as is in the list.

![_01_jsm_customer_list.jpg](/t5/image/serverpage/image-id/304198i81C573F748E12864/image-size/large?v=v2&px=999 "_01_jsm_customer_list.jpg")


Answers:
author: Asha Goyal
body: Hello [@???_??_](/t5/user/viewprofilepage/user-id/4704901)

You can refer below link for adding a Customer.

<https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/>

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Appending users to approver field
Asked by Benjamin Leidner:

Hello Community-

I have a request type for access to a folder. The requester's manager is always added to custom field "Approvers" (array) and then I look up the requested folder(s) in Assets. If the folders are listed, add all of the approvers named for each folder.

The first part works fine, the manager is added as an approver. But I can't get the additional approvers populated (appended).

My automation queries the "Restricted Systems" schema:

objecttype = "MASTER Restricted Objects" and "System" IN ("{{issue.customfield_10162.join("\\",\\"")}}")

...And then returns the approvers for those objects

{  
"update": {  
"customfield_10003": \[{  
"add": "{{lookupObjects.Approver}}"}\]  
}}

I also add these approvers to a comment and that is successful, but I can't get them in the Approvers field.

Automation for Jira added a Comment

13 minutes ago  
COMMENTS  
Internal note  
Asset Approver(s) = 628d4708891ea9006a9e1793, 628d472c8026a10068b147d8, 628d4708d5ec4f0069e82a36, 628d46e6b1594d0069080445, 628d46c7b1594d006908042f

What am I doing wrong?

Thanks,

-Ben

![Approvers Issue.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/304194i102D9E2C578858B4/image-size/large?v=v2&px=999 "Approvers Issue.jpg")


Answers:
author: Marc - Devoteam
body: Hi [@Benjamin Leidner](/t5/user/viewprofilepage/user-id/5158955)

Is the value in Assets text, then you could try: "{{lookupObjects.Approver.(attribute name)"}}

Or this KB article might help you out.

<https://confluence.atlassian.com/jirakb/how-to-auto-populate-approvers-from-asset-objects-attributes-using-automation-in-assets-1072474097.html>

comments: author: Benjamin Leidner
body: Hi Marc and thanks for your reply. "Approver " is not text, it is a user attribute. My CSV contains the Atlassian ID of the approver so when I import it into Assets it translates to the correct user.

I saw that article but it did not work for me. Also, I believe that syntax is to replace data in the field, not update.

Thanks!

![Asset Attribute.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/304483i38FC6A76C6E258FC/image-size/large?v=v2&px=999 "Asset Attribute.jpg")![Asset Object.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/304484i500C1A77141DCFD4/image-size/large?v=v2&px=999 "Asset Object.jpg")


Tags: cloud

jira-service-management

jira-service-management-cloud
Filtering time to resolution when it's breached
Asked by Vera Valshonok:

Hi,

I've created a filter: time to resolution when it's breached, but our jira projects all have different SLA's and I want one filter for all. Is there any way to filter it this way. Also some of the tickets show up in the filter search although Therse is still time till the time to resolution will be breached. What could be the reason to it?

Thanks


Answers:
author: Jack Brickey
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , please share your filter and an example result illustrating the undesirable bit.

comments: author: Vera Valshonok
body: I figured that its an issue of the way its structured in our jira.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Assets; Object fields update based on field changes to another object.
Asked by Jira Test:

Is it possible to have objects attributes update dynamically based on changes made from other objects, for example, updating a field for the user that they are in possession of a device.

Then go to that device and the user field would automatically be set instead of having to do it manually. In case I worded it badly, the way it should work is to update the user's device field in assets and then go to the device and the user field would automatically be set to that user. Not requiring you to go in manually and type in the name of the user.


Answers:
author: Walter Buggenhout
body: Hi [@Jira Test](/t5/user/viewprofilepage/user-id/5421772) and welcome to the Community!

Yes, that is possible. When you are on a JSM premium plan, automation rules have an action available called **Edit Assets field attributes**.

Your use case more or less describes a request to provide a device for a user. This request would be an issue in a JSM project. When you the select the (available) device on the issue, you can trigger an automation rule that uses this action to e.g. update the *assigned Employee* attribute of the selected device.

You can use smart values to refer to data on your issue to set the desired value. See [this support article](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/) for more information about how to use these (most likely, the section about *users* will be most relevant).

Hope this helps!


author: Uday Kiran Bhaviri
body: Hi [@Jira Test](/t5/user/viewprofilepage/user-id/5421772) You can use assets automations to update the object's attribute values based on the other object value changes.

*<https://confluence.atlassian.com/servicemanagementserver/configuring-assets-automation-rules-1044784502.html>*


Tags: cloud

jira-service-management

jira-service-management-cloud
Can we change the order of Issue Type shown in Customer Service Portal via JIRA
Asked by Lakshmi Kumari:

Hi Team,

I would like to change the order of Issue Type projected on Customer Service Portal reflecting on JIRA. Currently the order that I have is 1. Defect 2. Other 3. Product Enhancement but what I need is 1. Product Enhancement 2. Defect 3. Other.

Attached is the snapshot of how it looks like currently.

![Screenshot 2024-02-03 at 10.01.48?PM.png](/t5/image/serverpage/image-id/304136iECE3E739F4F344EE/image-size/large?v=v2&px=999 "Screenshot 2024-02-03 at 10.01.48?PM.png")

![Screenshot 2024-02-03 at 10.03.16?PM.png](/t5/image/serverpage/image-id/304137i25C4238FBF25E58B/image-size/large?v=v2&px=999 "Screenshot 2024-02-03 at 10.03.16?PM.png")

Any suggestions on urgent basis are highly appreciated.

Thanks,

Lakshmi


Answers:
author: Mohamed Riza _ServiceRocket_
body: Hi [@Lakshmi Kumari](/t5/user/viewprofilepage/user-id/5203874)

To change the order of the request types in their groups, you can do this by going to the portal settings in the project and then drag \& drop the request type to the correct order as shown below: ![dng.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/304140i1B59E5F49EB6CB8A/image-size/large?v=v2&px=999 "dng.PNG")

comments: author: Lakshmi Kumari
body: Hi Riza,

Thank you for the quick response and the detailed steps with highlighted markings.. It worked :-)

Thanks a lot..

Cheers,

Lakshmi


Tags: cloud

jira-service-management

jira-service-management-cloud