youngmon/atlassian-qna huggingface dataset:
How to limit the JSM projects available to Slack Assist integration?
Asked by Jesse Kosalka:

Hey all!

I'm trying to figure out where to configure the Assist integration in Slack that allows us to open Halp tickets. When using the app in Slack, it gives a drop down list of JSM projects that you can open a ticket in, and I want to remove options from that list. However, I'm not sure where in JSM or in the Assist app that I can change which projects are associated with it.

Thank you!


Answers:
author: Scott Schellhardt
body: Hi Jesse,   

Can you provide screenshots, this may be something you need to change in the "Chat" tab of the projects that you no longer wish to see in the Slack channel.

comments: author: Jesse Kosalka
body: I want to remove the last 2 of these options from the Project list.   
Where in the Chat tab would I make a change to remove them from this?   
More specifically, am I able to remove the Chat bot from utilizing a Project, but also keep enabled that Project to be integrated into a certain channel that will publish JSM ticket flow?  

![Screenshot 2024-07-10 101008.png](https://community.atlassian.com/t5/image/serverpage/image-id/334765iC938E6BC1C576E7A/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 101008.png")


author: Jesse Kosalka
body: This is what I see in the Chat tab:  

Here's the thing- I want this Project to still be connected because we want the channel displayed here to give updates when tickets are created, etc. However, I do not want the Project to be chooseable from the Chat assist window from my previous message![Screenshot 2024-07-10 103247.png](https://community.atlassian.com/t5/image/serverpage/image-id/334771i331297BF09CBC080/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 103247.png")  

<br />


author: Scott Schellhardt
body: So it looks like you are using an Agent (formerly triage channel in halp) to fulfill requests, traditionally this should done through a request channel with the service desk team in the agent channel.   

But to answer your question about the updates, it sounds like you have 2 separate apps running within the same slack channel. The Jira app and the Atlassian Assist app. The Assist app is the one that allows users to submit tickets via Slack (formerly Halp)  

Without being able to see your instance, i cant know for sure, but what it sounds like to me is that multiple projects within your instance are configured with Assist to the same Slack channel, in order to remove them from the options, you will need to disconnect the project from Chat![Screenshot 2024-07-10 at 2.24.38?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/334782iA7DC207D497BD733/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 2.24.38?PM.png")


Tags: assist

cloud

jira-service-management

jira-service-management-cloud

slack
Workflow Validator not Working
Asked by Chance Douglass:

I have configured the following validator in the create transition of my workflow. I have published the changes, and tested the expression for conditional validation. This validator is supposed to allow only a single user to submit a specific request type. Can anyone see why this isn't working?  

![Screenshot 2024-07-10 at 9.45.22?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/334712i22CC67C9D12FCEB6/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 9.45.22?AM.png")


Answers:
author: Chance Douglass
body: Nevermind. Self-resolved. Just took a while to take effect


Tags: cloud

jira-service-management

jira-service-management-cloud
Show Jira assets linked to user chosen
Asked by Christian Radwanski:

Hi all,  

Goal:   
1) Reporter should be able to choose a user in the customer portal (made an asset user picker based of "Assigned" attribute).  
2) After choosing the user, the asset field should show only the laptops based on the user chosen in point 1. (laptop assigned to user)  

Funny enough, "Assigned" = ${reporter.label} does immediately show the reporting user and choses/filters the asset automatically. But when refferencing to the custom "asset user picker" i am trying to create, it won't show any device.  

<br />

<br />

**Bonus question:**   
Quick question, from what I understand, you cannot link an asset field with a none asset field, for example reffer assets to a standard user picker?. e.g. fields refferenced via ${customfield_xxxx.label} must be a custom field with type "assets", default user picker will not work?.  

![Screenshot 2024-07-10 at 17.56.08.png](https://community.atlassian.com/t5/image/serverpage/image-id/334727i7B5ABF7844F37256/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 17.56.08.png")![Screenshot 2024-07-10 at 17.55.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/334726iBA7D43D48B1557B6/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 17.55.14.png")  

<br />


Answers:
author: Christian Radwanski
body: Still cannot filter laptops based on the user picker field, anyone know what I am doing wrong?


author: Christian Radwanski
body: For some reason, the screenshots disappeared, here are the screenshots of the asset fields configured. One to pick the asset and one to pick the user (field type also asset but filtered to show users)  
![Screenshot 2024-07-10 at 17.56.08.png](https://community.atlassian.com/t5/image/serverpage/image-id/334725iE94B6EC1666B74B6/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 17.56.08.png")![Screenshot 2024-07-10 at 17.55.14.png](https://community.atlassian.com/t5/image/serverpage/image-id/334724iF666C91970E4E8F8/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 17.55.14.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Assign priority to certain users
Asked by Nand Patel:

Does anyone know of a way to assign priority to incoming tickets from certain users? I.E VIP users send in a ticket and it is automatically assigned a different priority and SLA. Is there any way to setup a distinction between users?


Answers:
author: Scott Schellhardt
body: Hi Nand,   

Here is how to accomplish what you are trying to do:  

Automation:  

![Screenshot 2024-07-10 at 10.45.53?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/334694i776F9EC71063E824/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 10.45.53?AM.png")  

SLA:  

![Screenshot 2024-07-10 at 10.49.14?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/334696iAE535097918E0748/image-size/large?v=v2&px=999 "Screenshot 2024-07-10 at 10.49.14?AM.png")  

<br />

Explanation:  

You will want to have the automation adjust the priority to a higher level for the VIPs, then you will want to create a specific SLA to cover if the priority is raised and if those specific VIPs are the reporter.  

I hope this helps !

comments: author: Nand Patel
body: This is amazing. Thank you very much, Scott!


author: Nicolas Grossi
body: [@Nand Patel](/t5/user/viewprofilepage/user-id/5540757) Welcome! You might take a look at this documentation: <https://community.atlassian.com/t5/Jira-Service-Management-articles/Priority-group-for-Jira-Service-Management-Enterprise/ba-p/2564334>

HTH

Nicolas

comments: author: Nand Patel
body: Thanks, Nicolas. Will give this a try.


Tags: cloud

jira-service-management

jira-service-management-cloud
Auto reply when comments are entered by customer
Asked by Steve Kiely:

I could only find posts about auto replies when tickets are created. Whenever I'm away from the office or not working, I set an auto reply and corresponding voicemail greeting for my customers that I'm unable to reply until I return. It's very concerning that this basic and essential feature in Jira is lacking. I want my customers to know I'm not replying in a timely matter as I always do because I am away or not working. For now I have a signature template with my current hours, but it's far from ideal. If I want to Resolve a ticket for example, I must Reply to customer first where the template choice is available, insert the signature and enter my comments above it. Send the comment, then Resolve the ticket without a comment.   

I do hope there's an option for an auto-reply, otherwise I may need to communicate with my customers regarding the ticket via email.


Answers:
author: Steve Kiely
body: I don't see my previous reply.


author: Steve Kiely
body: Hi Scott,

I'm not authorized to use a 3rd party app, but thanks for the suggestion. The situation happened while I was out Thursday and Friday - a couple of customers entered comments that needed replies. Last week I created a template with my new hours and insert that with my first comment, and just hope the customer sees it. I've also noticed with that method, the Template choice is only available when selecting *Reply to customer* - not when changing the status to *Waiting for customer*. So, I've been using Reply to customer first with my signature, then changing the status to Waiting for customer.


author: Steve Kiely
body: Hi Scott - I wouldn't be permitted to add the app to our corporate system, and unless I missed it there appears to be no basic auto-reply function. Thanks again for the note. It's really bad and hard to believe that Jira doesn't have such a basic function.


author: Scott Schellhardt
body: Hi Steve,  

If you are open to 3rd party apps, here is one that may accomplish what you are looking for [https://marketplace.atlassian.com/apps/1218305/out-of-office-issue-calendar-automation-for-team-workflow?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1218305/out-of-office-issue-calendar-automation-for-team-workflow?hosting=cloud&tab=overview)

comments: author: Steve Kiely
body: Hello Scott - I'll check that out when I'm back at work Monday. An example why I'd like the auto-reply, I've changed my hours to part time. Thanks.


Tags: cloud

confluence

confluence-cloud
How to add teams to a service?
Asked by Irene Viljoen:

When creating services under project services in ITSM - I can not figure out how to link the teams. Teams are set up and are visible but when I try and link them to a service they are unavailable even when I add as an admin.

I can create teams in the teams tab without issue.


Answers:
author: Mark Higgins
body: Hi Irene,

Welcome to the community.

Are you able to share a few screen shots of what you are seeing?

I assume no Teams are being displayed?

I've been playing around with this on my own site, and when I started, I saw some teams, but not all teams, and the Team I didn't see was NetworkTeam.

So I went into Teams, select NetworkTeam, and then hit the Operations button, which sent me to the new/old OpsGenie area, and a schedule appeared.

![Mobile Dev.png](https://community.atlassian.com/t5/image/serverpage/image-id/334841i360C95874C2A4A67/image-size/large?v=v2&px=999 "Mobile Dev.png")

Have you set up any schedules for your teams?

I then went back to the Services and the NetworkTeam appeared???

I've attached a few screen shots that may give you a clue as to why you are not seeing your teams.

![Services and Team Responders.png](https://community.atlassian.com/t5/image/serverpage/image-id/334839iA47B73028D7C2424/image-size/large?v=v2&px=999 "Services and Team Responders.png")![Network Team.png](https://community.atlassian.com/t5/image/serverpage/image-id/334840iB143FF53596BC9DD/image-size/large?v=v2&px=999 "Network Team.png")Hope this helps, and pls come back to me, as I'd like to continue this further, for my own understanding.

thanks

Mark

comments: author: Heather Oliff
body: Thanks Mark we tried this and I added a schedule and it allowed me to view the teams from the screen. I am not 100% sure about the scheduling and need to go and look at how this affects the allocation of tickets but for now this problem is solved thank you !


Tags: cloud

jira-service-management

jira-service-management-cloud
Is JSM able to open and reply to tickets in the email thread it was raised?
Asked by britney_zhou:

Hello!

I have been trying to find out if there's a way to configure JSM to reply to to requests raised through emails in the same email thread it was created from?

Example: Customer raises a request through their personal email, I would like JSM to reply to that email thread with a ticket number and be able to continue the conversation thread on that same email chain.

My organization was previously using Halp (acquired by Atlassian now) and Halp was able to allow for the email replies directly into the customer's original request email. I have searched through the articles on here and asked ChatGPT what solutions there are but so far none that has been able to resolve my issue.

Would really appreciate any info! Thanks


Answers:
author: Joseph Chung Yin
body: [@britney_zhou](/t5/user/viewprofilepage/user-id/5540849) -

Welcome to the community. After you configured your site to allow issue creation via email, if an user (typically agent) reply on the same email thread, it can be configured to add the reply as issue comments. See this reference link - <https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/>

It is not clear on what do you mean by "JSM' using the email for replying back to the customers? Please advise, so we can further assist you.

Typically, the user will receive notification that the issue is created and then the user will simply interact with the agents via the portal UI on his/her issues.

Best, Joseph Chung Yin

comments: author: britney_zhou
body: Thanks so much for the reply Joseph. In regards to JSM using the email, I was wondering if Jira is able to reply directly on the email thread that the customer opened the ticket on.

Currently for us, when a customer raises a ticket through email, our system detects it and replies with a new email chain and the ticket number. The communication is then continued on the new email chain rather than the original email that the customer sent the request in.

I was looking to see if there's any way for Jira to reply in that original email request thread rather than replying with a new email thread.

Hope that clarifies the ask.


Tags: cloud

email

jira-service-management

jira-service-management-cloud

ticket
Automated report where last comment was by reporter
Asked by Mark Cartwright:

Hello,

I'm looking for some help to automate a mail that will send a list of tickets where the last comment was made by the reporter.

The contents of the mail are fine, it's the logic of the queries I'm struggling with.

Does anyone have any suggestions please?

Many thanks,  
Mark


Answers:
author: Gareth Cantrell
body: Hi [@Mark Cartwright](/t5/user/viewprofilepage/user-id/2505994)

Jira does not support these types of query out the box.

If you're using Jira Data Center or Server and have ScriptRunner installed, it has a custom JQL function that does just this ([lastComment()](https://docs.adaptavist.com/sr4js/6.31.0/features/jql-functions/included-jql-functions/comments#id-.Commentsv6.21.0-lastComment) ).

There is no equivalent on Jira Cloud to my knowledge.


author: Gaurav
body: Hello [@Mark Cartwright](/t5/user/viewprofilepage/user-id/2505994)

For this, you can create an automation with the condition as shown in the below screenshot.

*{{issue.comments.author.displayName}}**equals `{{issue.reporter.displayName}}`*

*OR*

*`{{comments.author.displayName}} equals {{reporter.displayName}}`*

For more details on smart values, please refer to the Atlassian documentation [here](https://support.atlassian.com/jira-software-cloud/docs/smart-values-general/).  

Please accept the answer if this helps solve your query else respond and allow others to share input.

![Comment Author.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/154720i90742793FFCD5DD7/image-size/large?v=v2&px=999 "Comment Author.JPG")
Mention directly from jira to slack
Asked by Oana Barbulescu:

Hi, I am trying to automate Jira to mention users directly in Slack.

I used my Jira account for creating the API token (I am an admin).I'm using Python 3.9.6 and when running the sync.py script I found here: <https://community.atlassian.com/t5/Automation-articles/Mention-someone-directly-in-Slack-via-Jira-Automation/ba-p/1528605>

I get the following errors:

INFO:root:Looking up 18 users in Jira server: <https://chronosit.atlassian.net>  
Traceback (most recent call last):  
File "C:\\Users\\Oana\\slack_jira_sync\\sync.py", line 225, in \<module\>  
account_id = jira.get_user(email)  
File "C:\\Users\\Oana\\slack_jira_sync\\sync.py", line 44, in wrapper  
return func(\*args, \*\*kwargs)  
File "C:\\Users\\Oana\\slack_jira_sync\\sync.py", line 137, in get_user  
self._wrap_error("Failed to call search API.", response)  
File "C:\\Users\\Oana\\slack_jira_sync\\sync.py", line 94, in _wrap_error  
log.error("{} \[{}\] {}".format(error_message, response.status_code, response.json()))  
File "C:\\Users\\Oana\\AppData\\Local\\Programs\\Python\\Python39\\lib\\site-packages\\requests\\models.py", line 910, in json  
return complexjson.loads(self.text, \*\*kwargs)  
File "C:\\Users\\Oana\\AppData\\Local\\Programs\\Python\\Python39\\lib\\json\\__init__.py", line 346, in loads  
return _default_decoder.decode(s)  
File "C:\\Users\\Oana\\AppData\\Local\\Programs\\Python\\Python39\\lib\\json\\decoder.py", line 337, in decode  
obj, end = self.raw_decode(s, idx=_w(s, 0).end())  
File "C:\\Users\\Oana\\AppData\\Local\\Programs\\Python\\Python39\\lib\\json\\decoder.py", line 355, in raw_decode  
raise JSONDecodeError("Expecting value", s, err.value) from None  
json.decoder.JSONDecodeError: Expecting value: line 1 column 1 (char 0)

There must be somethig wrong I'm doing here .For the **$APIKEY** I used the label from the token I have created.Is this correct?

**Update : the value of the $APIKEY must be the value of the token created in Jira.****Issue solved**


Answers:
author: Erin Quick-Laughlin
body: I think I understand what you're asking? If by label, you mean what you called the key, that shouldn't work. You'll have to use the value that was generated and shown once.   

Also, I don't know if it applies to your situation, but sometimes I can use that API key as-is, other times I have to [Base64 encode it](https://www.google.com/search?q=how+to+base64+encode+jira+api+token&rlz=1C1GCEA_enUS946US946&oq=how+to+base64+encode+jira+api+token&aqs=chrome..69i57j33i160.7546j0j7&sourceid=chrome&ie=UTF-8). I believe calling the REST API requires encoding it.

comments: author: Oana Barbulescu
body: Thanks, problem solved :)


Tags: key

slack

token
automation Scheduled not run
Asked by zhangqian04:

hi ,

Using 'ScheduleCron expression ', not run .


Answers:
author: Alex Koxaras _Relational_
body: Hi [@zhangqian04](/t5/user/viewprofilepage/user-id/3682243)

I little bit more info would come in handy, as [@Alexander Pappert](/t5/user/viewprofilepage/user-id/1139063) stated.

comments: author: zhangqian04
body: rule log has no record and restart has no effect.

system log is :

com.codebarrel.jira.plugin.automation.schedule.RuleInsightsUpdateScheduler.DAY.scheduler.

Job runner key 'com.codebarrel.jira.plugin.automation.schedule.RuleInsightsUpdateScheduler.DAY.scheduler' is not registered

How to solve it ?

Thanks.


author: Alexander Pappert
body: whats your cron?

you can use pages like this to create cron expressions

<http://www.cronmaker.com/?1>

comments: author: zhangqian04
body: It works well all the time. Suddenly, it doesn't work one day. After disabling and restarting, the plug-in doesn't work.

cron: 0 30 10 ? \* MON-FRI


author: Alexander Pappert
body: so, the problem is not the cron expression, it is the automation addon?

then try to restart it again

check also the rule log for possible errors


author: zhangqian04
body: rule log has no record and restart has no effect.

system log is :

com.codebarrel.jira.plugin.automation.schedule.RuleInsightsUpdateScheduler.DAY.scheduler.

Job runner key 'com.codebarrel.jira.plugin.automation.schedule.RuleInsightsUpdateScheduler.DAY.scheduler' is not registered

How to solve it ?
Update incident fields/status when a linked issue is created
Asked by Michael Cheng:

Hi

Wondering if I could automate a ticket to update its status (WIP) and update a customer field when a linked ticket is created in another project?

Something like,

if link ticket created = **Bug**, then update customer field to bug and status to WIP and Pause SLA

If link ticket create = **Task**, then update customer field to task and status to WIP and Pause SLA

Update, - screenshot of what I![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/154263i7CDE2347FB15CD2F/image-size/large?v=v2&px=999 "image.png") thought would work... it didn't.


Answers:
author: Hana Ku?erov?
body: Hi [@Michael Cheng](/t5/user/viewprofilepage/user-id/4488286) ,

welcome to the Atlassian Community!

Yes, something like this should be possible and I think you're very close.

First of all, please, navigate to the Rule details -\> field Scope - please check, if it is set to Multiple projects and all the projects you are working with are selected here.

Then there's Audit log - every time the automation rule is triggered, now record in audit log is created with the details, how the execution went. So, you are able to determine, if you were able to get to the transition action, or there are no linked issues etc. So, please navigate to the Audit log - are you able to recognize the problem from there? Or please share us a screenshot. Thank you.

comments: author: Michael Cheng
body: Hi Hana

Thank you for the info.

I have updated the field scope so now the scope is "multi project". Rule doesn't work but at least it gives me an audit now.

It looks like my conditions are incorrect. Any help would be much appreciated.

In theory, what I am trying to do is that.

If I create a linked ticket from a support ticket in project IQEP, it will check to see if the new ticket is created in project Dev and if the issue type is Bug, if so update the support ticket etc

![Screenshot 2021-08-04 104601.png](https://community.atlassian.com/t5/image/serverpage/image-id/154416i1149654B52B134C0/image-size/large?v=v2&px=999 "Screenshot 2021-08-04 104601.png")


author: Hana Ku?erov?
body: Hi [@Michael Cheng](/t5/user/viewprofilepage/user-id/4488286) ,

I would probably change the logic, because you want to do some actions in service project:

(GKP -\> Dev project, GSP -\> IQEP project)

![rule.png](https://community.atlassian.com/t5/image/serverpage/image-id/154424i003F7997513DA5FA/image-size/large?v=v2&px=999 "rule.png")


author: Michael Cheng
body: Hi Hana

That has worked! Thank you very much for your assistance.

Kind regards

Mike