youngmon/atlassian-qna huggingface dataset:
Create Epics and Stories automation after a Initiative is created manually
Asked by GeeLong:

Hi there - Seeking suggestions for creating a series of Epics and Stories after an Initiative is created manually.   

When an Initiative is created, the following to be created via jira automation

* Create 3 Epics and
* 6 Stories to be assigned under each these Epics

As a starting point, have setup an automation to create an Epic and Story. There were errors in my attempt and didn't manage to go further from here.  

Below are my observations   

1. Epic and Story were created

2. Parent of Story was not linked.

3. Based on the audit log it appears conditions were not met.

![Screenshot 2024-02-07 181927.png](https://community.atlassian.com/t5/image/serverpage/image-id/304828i1ADD363AD6597091/image-size/large?v=v2&px=999 "Screenshot 2024-02-07 181927.png")

Rules to create Epic and Story

![Screenshot 2024-02-07 182605_2_1.png](https://community.atlassian.com/t5/image/serverpage/image-id/304829i7C9022CDA2DFBFFC/image-size/large?v=v2&px=999 "Screenshot 2024-02-07 182605_2_1.png")![Screenshot 2024-02-07 182531_3.png](https://community.atlassian.com/t5/image/serverpage/image-id/304830i4FADEF27AD5C22F1/image-size/large?v=v2&px=999 "Screenshot 2024-02-07 182531_3.png")  

<br />


Answers:
author: Marc - Devoteam
body: Hi [@GeeLong](/t5/user/viewprofilepage/user-id/5287097)

You need a branch in your rule after the Epic creation and in the branch create the Stories you want.

comments: author: GeeLong
body: Are you able to shed any light on using the branch for automation?


author: Rebekka Heilmann _viadee_
body: Hi [@GeeLong](/t5/user/viewprofilepage/user-id/5287097)

What exactly are you trying to achieve here? What is the desired structure in the end?

Are you using any Plugins that allows you to have a third hierarchy level that is "Initiative"? Otherwise you can only work with "Epic", "Task" (Story being one type of Task), and "Sub-Task" Levels in that order being parents of one another.

If "Initiative" is just another custom issue type in the default hierarchy, you won't be able to set an Initiative as a Parent of Story or Epic.

comments: author: GeeLong
body: Hi Rebekka - in my description, create an automation to create Epics and Story after an Initiative is manually created.   

An Initiative is not a custom issue type.


Tags: jira-service-desk-cloud

jira-service-management-cloud
Canned Responses on Resolution Screens
Asked by Robin Stemmers:

Hi All

Is there a way to add the option of Canned Responses on the Resolution Screens like they are on the Comments section?

![Canned Responses.png](/t5/image/serverpage/image-id/304831i729FD9759231F577/image-size/large?v=v2&px=999 "Canned Responses.png")

![Resolved Screen - Canned Responses.png](/t5/image/serverpage/image-id/304827i865D64693131A21A/image-size/large?v=v2&px=999 "Resolved Screen - Canned Responses.png")


Answers:
author: Iryna Ihnatiuk _Appfire_
body: Hi [@Robin Stemmers](/t5/user/viewprofilepage/user-id/2666334)

Unfortunately, native JSM canned responses are not available in the Transition screen/Resolution screen. There is an open feature request to Atlassian about this <https://jira.atlassian.com/browse/JSDCLOUD-12765>, feel free to vote.

If you're considering using an app for this, our [Canned Responses Pro](https://marketplace.atlassian.com/apps/1211016/canned-responses-pro-templates-for-jira?hosting=cloud&tab=overview) will meet your needs. It supports both Issue View and Resolution screens, as well as JSM Queues, and offers many other advanced features (like automated signatures, attachments in templates, multi-level permissions, and so on). Feel free to check it out and contact me with further questions.

comments: author: Asher Francis
body: Yet another basic feature that Atlassian have not considered.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to show a dynamic message on ticket create screen based on value selected for a cascading field
Asked by Rompicherla Kalyani:

I have a field called Application which is select list cascading (parent and child values)

For eg: When parent value selected as Chrome and child value selected as "Install plugin"

Only in this case, show a dynamic message to the users like "Please contact helpdesk directly"

We have subscription for  

Dynamic Forms for Customer Portal {#toc-hId--385787056}
-------------------------------------------------------

But I dont see an option to achieve this required behavior in case of cascading type fields.

If not this, is there a way to implement this from workflow or any other options?

Thanks.


Answers:
author: Sharu - Empyra
body: Hi [@Rompicherla Kalyani](/t5/user/viewprofilepage/user-id/5254132)

Currently the Dynamic form plugin doesn't support for the Cascading field type. But yeah, you can raise a ticket with vendor if they have any feature development.

Also, if it was Jira DC then we might have an option of achieving this functionality via Behavior (scriptrunner plugin). I believe, in Jira cloud we don't have much option with the same plugin.

I am also keen to know the answer for this, I am watching this if we get any ideas from our community group.

Thanks,

Sharu


author: John Funk
body: Hi Rompicherla,

I suggest you contact the Dynamic Forms vendor directly for assistance.

comments: author: Rompicherla Kalyani
body: Hi John,

Raised with Deviniti already.

Waiting for their response.

Mean while would like to check here if anyone has the solution.

Thanks.


Tags: cloud

dynamic-forms

jira-cloud

jira-misc-workflow-extensions

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Need to setup SLAs to be visable in the customer portal view
Asked by Warwick De Villiers:

Need to setup SLAs to be visable in the customer portal view.

Customer want to see how we are tracking against SLA's that have been defined


Answers:
author: Asher Francis
body: Speaking from a long history of IT support experience... giving customers live access to SLAs and how well you're meeting them is not a road you want to go down!


author: Mayuresh Kamble
body: Hi [@Warwick De Villiers](/t5/user/viewprofilepage/user-id/3601568) ,

Currently it is not possible to make SLA's visible in customer portal using native Jira functionality.

You can try this add-on [Advanced Portal Reports for Jira Service Management](https://marketplace.atlassian.com/apps/1219230?tab=overview&hosting=cloud) and see if it meets your requirement.

Regards,  
Mayuresh


Tags: cloud

jira-service-management

jira-service-management-cloud
Copy a comment from Parent Issue to Subtask with a specific name whenever a particular user comments
Asked by Disha:

This is a simple problem however I am having a tough time on the last part where I need to copy the comment from the parent issue to the subtask. I am currently using a hosted Jira service and Jira automation rule to achieve this task.  

**Task to Achieve:**

*** ** * ** ***

If issue is commented  
If the user is "AAAAA"  
For Current Issue:  
Check if the issue contains a subtask with the title "Comments from AAAA"  
If there is no subtask with name "Comments from AAAA"  
Create subtask with name "Comments from AAAA"  
For Current Issue:  
If the subtask exists with the name "Comments from AAAA"  
Copy the comment from parent issue to this subtask  
Delete comment from parent

*** ** * ** ***

<br />

**Progress So Far:**

*** ** * ** ***

1. I was able to create Subtasks under my Current Issue with the title "Comments from AAAA"

2I am not able to copy the comment from parent issue to this subtask and also delete the comment from parent issue.  

This is what my automation looks like  
![Jira Automation.png](https://community.atlassian.com/t5/image/serverpage/image-id/304764i60A21286B0DA6B17/image-size/large?v=v2&px=999 "Jira Automation.png")


Answers:
author: Mark Higgins
body: Hi Disha,

Are you on cloud? Automation has a branch option, that can be used to update sub-tasks.

<https://support.atlassian.com/cloud-automation/docs/jira-automation-branches/>

Hope this helps.

Regards

Mark

comments: author: Disha
body: Hello Mark,  

I am using a Jira hosted instance and not a cloud instance. I am not sure if Jira automation branches are available on those ones.


author: Mark Higgins
body: Hi Disha,

Apologies, I missed that line, and I don't have experience on Hosted automation.

Mark


Tags: automation

jira-core

jira-service-desk-server

jira-service-management

jira-service-management-server
Why am I getting privacy request in Service Managment (Data Center) ????
Asked by Carla Ann K. Rowland:

I work in Service Management Data Center and I was updating some permissions and then when I went to test on the portal I started to see a dropdown at the bottom of the create screen ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/304743i7078668DA0887053/image-size/large?v=v2&px=999 "image.png") It give me options to share with two groups: my service desk read only users and service desk read/write users.

Has this happened to anyone else? How do I get rid of it?

JSM= 5.12.2 and Jira Software 9.12.2


Answers:
author: Carla Ann K. Rowland
body: I solved it


author: Rebekka Heilmann _viadee_
body: Hi [@Carla Ann K. Rowland](/t5/user/viewprofilepage/user-id/4557182)

are you sure this isn't a Marketplace App?

I only know of the function to share with the Organisation (When Orgs and Customers are managed by the Service Desk Team) or add single Request participants.

I've never heard of "Read only users".

Unfortunately my Demo instance is currently not available so can't check.

comments: author: Carla Ann K. Rowland
body: no it is not a marketplace app what I found out was it was related to the groups in service management on the customer listing


Tags: data-center

jira-service-desk-server

jira-service-management

jira-service-management-server
How do I update an existing list of assets via a bulk import?
Asked by Kerry M Kennedy:

I have an existing list of asset objects (\~250) that have attributes which need to be updated. I would like to do this in a bulk import manner if possible. I attempted an import but the imported items were treated as brand new assets which essentially caused duplicates and thus \~500 objects. How do I tell the import to only update the existing attributes for each asset object?


Answers:
author: Mark Higgins
body: Hi Kerry,

Do you have a column in the input file that contains the 'key', and the name in the input file, need to match what your assets are, otherwise, you end up with duplicates.

For example:

If you asset has a key of ITSM-1, then your csv file, needs to contain the column ITSM-1.

If it doesn't you end up with duplicates.

Hope this helps.

Mark

comments: author: Kerry M Kennedy
body: Thanks Mark. Yes, my CSV import file contains a column that is named exactly the same as my assets key column. I'm thinking once the new (duplicate) assets were created, that I might should have tried moving the new objects into the old ones? I've never even seen this done so purely speculating. I see under the "gear symbol" on my scheme page, there options for bulk operations.


author: Mark Higgins
body: Hi Kerry,

Just a thought, are all the column names in your file, matching the names in your assets.

If you have a colum called office phone and the asset is AD Phone, then that may cause duplicates.

M


Tags: jira-service-management

jira-service-management-server

server
Is it possible to create a filter that EXCLUDES cases only touched by automation?
Asked by Jennifer Marple:

We have a support team working from several JSM projects. There are some email flows from systems that are part of our service which result in some number of cases that may be needed for archival purposes but do not actually require a human to handle/work. Automation is in place to to make internal comments/assign/resolve these cases based on a variety of criteria.

My question revolves around reporting on our workload. I have some filters saved to pull monthly case values that I can analyze in Excel or via dashboards directly in Jira. How could I exclude cases that are never actually handled by a person, only by the automation user, to more accurately report on actual workload?


Answers:
author: Alan Stephenson
body: Hi

One thought is to leverage labels? You can populate a label in an issue which is automated. Then search for anything which is not that label.

'it's only a thought.

-alan


Tags: cloud

jira-service-management

jira-service-management-cloud
How do you configure the home screen text in your Service Management Portal?
Asked by Thomas Howard:

I'm trying to remove the text under these headline items (see red arrows) and I cannot for the life of me find how to do this. Does anyone know how to remove these? My team feels they are redundant. ![Screenshot 2024-02-06 at 1.17.10?PM.png](/t5/image/serverpage/image-id/304714i1F6B9B0133269DCD/image-size/large?v=v2&px=999 "Screenshot 2024-02-06 at 1.17.10?PM.png")


Answers:
author: Alan Stephenson
body: You might be able to remove the added test, I am not sure if you can if you created the request entry using the template. It also looks like once the request type is created it doesn't seem to give an option to modify the request type.

'I'll try and get a screen shot to share later.


author: Mark Higgins
body: Hi Thomas,

Yes, the only way to remove them, is to hide the request type from the portal.

You could move them to another 'group', so that people don't see them , in that space.

Hope that helps

Mark


author: Mikael Sandberg
body: Hi [@Thomas Howard](/t5/user/viewprofilepage/user-id/5423872),

Welcome to Atlassian Community!

You cannot remove that text, that is a listing of all the request types that are part of that portal group.


Tags: cloud

jira-service-management

jira-service-management-cloud
Access Requests for External Users for Internal Service Desk
Asked by AS:

Example:

Company A has an internal service desk where ARF (Access Requests Forms) are completed for internal users to Company A. Using built in Forms.

From time to time, External Users are brought in, and would require an ARF to be completed.

How are you handling External User ARF Requests for a non-external service desk.


Answers:
author: Paul Wiggers
body: If your normal service desk is behind a login, than you need to have something that is accessible for your external customers. There are several options for this:

1. Create a new JSM project and make that portal public. Incoming requests can be monitored in the new project or can be automatically cloned when they are created.
2. Create a webform on your business website and have the results land in an attached e-mail inbox
   * This one has the disadvantage that your normal form isn't filled in

If there is no way to open up your service desk (quite understandable), then option 1 seems to be the most viable but perhaps there is an app on the marketplace that can help you out with this?


Tags: cloud

jira-service-management

jira-service-management-cloud
Update status in customer portal
Asked by Harshil Shah:

How do i give my customers permissions to either move a ticket to closed if the issue is resolved or move it to another status if its open


Answers:
author: Mikael Sandberg
body: Hi [@Harshil Shah](/t5/user/viewprofilepage/user-id/5423802),

Welcome to Atlassian Community!

In order to allow customers to move the request to a specific status you have to go into your workflow and enable customer transition.

Old editor:

![Screenshot 2024-02-06 at 11.12.50?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/304697iCA1E555869DB5C2E/image-size/large?v=v2&px=999 "Screenshot 2024-02-06 at 11.12.50?AM.png")

New editor:

![Screenshot 2024-02-06 at 11.13.11?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/304698i1886ABCC2617F9E5/image-size/large?v=v2&px=999 "Screenshot 2024-02-06 at 11.13.11?AM.png")

comments: author: Harshil Shah
body: Thanks for the response Mikael. But i don't see this option. How do you get this?


author: Mikael Sandberg
body: You have to click on the actual transition, not the status in order to see it. So in this example I want to make Mark as Done transition available since that will move the request to Done. So I click on the transition and it will then show the option you are looking for.

![Screenshot 2024-02-06 at 12.19.17?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/304712i81923F2F6C6C77EC/image-size/large?v=v2&px=999 "Screenshot 2024-02-06 at 12.19.17?PM.png")


author: Harshil Shah
body: Thank you!! I was clicking on the actual status instead of the transition


Tags: cloud

jira-service-management

jira-service-management-cloud
how to read the contents of an artifact file within bitbucket-pipelines.yml ?
Asked by Darrell Hendriksen:

I want to get the output value from one step to use as an input on a subsequent step.  

I am able to successfully get data/values into an artifact. I tested that by running the build, then manually downloading the artifact, and seeing my data was indeed in the artifact.  

I cannot find anywhere which shows how the syntax for reading the contents of an artifact and using the contents in a subsequent step.

step "richard" works fine. step "jonathan" doesn't work- note that I'm only using echo in step "jonathan" to see if i've been able to read the contents of results.txt.  

I've searched the forums for hours. I see over and over mentions of using an artifact in subsequent steps, but can find no syntax/demo of code that actually does that.  

![bitbucket-pipelines.yml.PNG](/t5/image/serverpage/image-id/223861iC5995B86BD7A94AC/image-size/large?v=v2&px=999 "bitbucket-pipelines.yml.PNG")


Answers:
author: Darrell Hendriksen
body: Finally figured out how to do what I needed:

![solution.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/224050i339F24DE9ABA7842/image-size/large?v=v2&px=999 "solution.PNG")


Tags: bitbucket-cloud

cloud
why can't I resolve conflicts in the cloud?
Asked by Leonardo Bravo:

I am a reviewer and can see the committed and the conflict, if I approve would like to choose what version to take.

If the committer is not longer part of the organisation who can solve this?


Answers:
author: Theodora Boudale
body: Hi Leonardo and welcome to the community.

Merge conflicts cannot be resolved on Bitbucket Cloud website at the moment. We have a feature request about this in our issue tracker that you can vote for and comment on to further express your interest: <https://jira.atlassian.com/browse/BCLOUD-12935>

Any user that has write access to the repo and permission to write the source branch can resolve conflicts locally and push the changes to Bitbucket. We have the following documentation on how to resolve conflicts locally:

* <https://support.atlassian.com/bitbucket-cloud/docs/resolve-merge-conflicts/>

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

Kind regards,  
Theodora


Tags: bitbucket-cloud

cloud
Undelete the user
Asked by Rohan Agarwal:

User **Vyshakh,** has been deleted mistakenly, can you guys help me to recover the user. He was one of the admin of the system, and the proper migration was yet to be done, hence our production is getting down. Let us know, what actions we have to take?  


Answers:
author: Mark C
body: Hi [@Rohan Agarwal](/t5/user/viewprofilepage/user-id/5069221),

Welcome to the community.

When you mentioned the user is deleted, is it deleted along with its Atlassian account or only removed from a repository or workspace user group?

* If the user is only removed from a repository or workspace user group, I do believe other admins can reinvite the user again.
* If the user is deleted along with their Atlassian account, the user can cancel the deletion if it's still within 14 days of deletion. More information [here](https://support.atlassian.com/atlassian-account/docs/delete-your-atlassian-account/#Cancel-an-account-deletion).

Do let me know if you have further questions.

Regards,  
Mark C


Tags: bitbucket-cloud

cloud
"We couldn't log you in" in any browser
Asked by Anton Vroemans:

I have received an invite to join a Bitbucket project of a client but I can't log in to Bitbucket with my account anymore. I get this error in any browser, and in incognito as well:

You may run into this issue when you use specific browsers or add-ons that hide the referer header for id.atlassian.com and other Atlassian sites. Check for these and then try logging in again.

I tried deleting my account and recreating it, but that would take over 2 weeks and I don't have that time


Answers:
author: Theodora Boudale
body: Hi [@Anton Vroemans](/t5/user/viewprofilepage/user-id/5069556),

The Bitbucket Cloud account with the same email as your community account was deactivated, which is the reason for the error you were seeing.

I went ahead and reactivated it, could you please give it another try now?

Thanks for tagging me and bringing this to my attention [@Hamza Chundrigar](/t5/user/viewprofilepage/user-id/4591135)

Kind regards,  
Theodora


author: Hamza Chundrigar
body: Hi [@Anton Vroemans](/t5/user/viewprofilepage/user-id/5069556)

Welcome to the community!

Which browser are you using? Have you tried clearing your cache/cookies and then logging back in?

Let us know if that works (or not).

comments: author: Anton Vroemans
body: I tried 3 browsers, even resetting them, and incognito mode. I tried multiple devices as well, all without success.

I found some other users solving the problem this way, but nothing worked for me. I found a topic here somewhere about someone with an old subscription or something that isn't used anymore, preventing them from accessing BitBucket and I guess I might be having the same problem. But he had to be helped by the support team to resolve that problem


author: Hamza Chundrigar
body: Got it, thank you for confirming. I know this can be frustrating.

I came across [another post](https://community.atlassian.com/t5/Bitbucket-questions/quot-We-couldn-t-log-you-in-quot-in-3-different-browsers/qaq-p/2004907) where a user tried to log in with 3 different browsers, much like yourself, and wasn't able to log in even after clearing their cache. One of Atlassian's support engineer ( [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086) ) pointed out that the user's Bitbucket Cloud account was marked as Dormant/Inactive, which was the reason why they were not able to log in.

Once Theodara activated their account, the user was able to log in just fine.

Perhaps this might be the issue you're facing.


author: Anton Vroemans
body: My guess is the same, and it seems like something I can't fix myself (which is kinda stupid imo). Hope the support kicks in quickly to help me with this :)


Tags: bitbucket-cloud

cloud