youngmon/atlassian-qna huggingface dataset:
Two agents in same account
Asked by Sebasthian Ampuero:

Can two or more people, see and do other activties meanwhile other person realize in same account other actions?

Or rather there is a concurrence of users per agent


Answers:
author: Dan Breyen
body: Hi [@Sebasthian Ampuero](/t5/user/viewprofilepage/user-id/5593588) welcome to the community. If you have two different agents, they could be working on the same ticket. If they make updates to the same ticket, depending on the timing, User A might not see User B's changes until the page refreshes or is reloaded.

User A can work on Ticket A for Customer A, at the same time that User B is working on Ticket B for Customer A, that shouldn't be an issue either.

I hope that answers your question, otherwise if you could give us more information, that would help as well.


Tags: cloud

jira-service-management

jira-service-management-cloud
Licencias mixtas
Asked by Fabiana Vallejos:

Puedo comprar licencias mixtas, por ejemplo 10 premium y otras standard para distintos perfiles? C?mo es el proceso de compra?


Answers:
author: Felipe P?rez _ServiceRocket_
body: Hi, Fabiana!

I'm Felipe from ServiceRocket Support team.

As Dan mentioned, we can't mix the licensing types for the same Jira site. However, you can have two different sites, for example, site1.atlassian.net and site2.atlassian.net, and apply a premium license on one site and a standard license on the other.

Sadly, we can't assign a particular license to a particular user.

Best,  
Felipe


author: Dan Breyen
body: Hi [@Fabiana Vallejos](/t5/user/viewprofilepage/user-id/5578068) welcome to the community! I apologize for any issues with the translation. It's my understanding that no, you can't purchase a mix of licenses for your instance. If you need the Premium license for some users, you would get the Premium license for all of your users.

You can have a different license type between your Confluence, Jira, and JSM applications if that helps.

Also remember, if you are using Jira \& JSM, only your JSM Agents need licenses. Your Jira users can view and respond to JSM tickets as Collaborators.

Hope that helps.


Tags: cloud

jira-service-management

jira-service-management-cloud
Set SLA duration in minutes is not working
Asked by Olivier Rocher:

Hello,

in Jira Service Management, I tried to set a SLA to 20 minutes for critical issues:

Please find my SLA configuration:

![SLA-config.png](/t5/image/serverpage/image-id/347549iE7EB28097D6F01F5/image-size/large?v=v2&px=999 "SLA-config.png")

But when creating a criticacl issue, the default "8H" SLA applies.

![default SLA.png](/t5/image/serverpage/image-id/347550iE8B95948A92859CA/image-size/large?v=v2&px=999 "default SLA.png")

What am I doing wrong ?

Thank you,

Best regards,

Olivier


Answers:
author: Sam Thornton
body: Just checking, does the space between 20 and m interfere with anything?

Might be worth removing that space and see whether that makes any difference?

comments: author: Olivier Rocher
body: Hello [@Sam Thornton](/t5/user/viewprofilepage/user-id/2209814) ,

Currently, I tried to remove the space, but when saving, it adds it again.

Can we simply set SLAs this way ?

Thank you,

Best regards


author: Nikola Perisic
body: Welcome to the community [@Olivier Rocher](/t5/user/viewprofilepage/user-id/5593553)

Were you changing the priority to Critical or when the issue was created it was set to be Critical?

comments: author: Olivier Rocher
body: Thanks [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176) , I created the ticket with critical priority.


author: Olivier Rocher
body: Hello again,

I just tried again creating it as critical. It appears again with the default 8H SLA:

![critical incident.png](https://community.atlassian.com/t5/image/serverpage/image-id/347559i3A1BE22D60E11598/image-size/large?v=v2&px=999 "critical incident.png")

Let me know if this helps.

Best regards


Tags: cloud

jira-service-management

jira-service-management-cloud
Happy Signal Feedbacks
Asked by Ankit Kumar:

How can i see Happy signal Feedbacks by Reporters on my resolved issues


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

I assume you mean the Satisfaction report. You can go to the project, then click on Reports, then Satisfaction.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Service manager was free for 3 seats, but then they have charged us 66 bucks. Why?
Asked by Joaquin Tegtmeier:

Exactly what I've said on the header  

Somebody can throw some lights on it?


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

It sounds like you might have done a trial for Premium and when the trial period ran out, they billed you for Premium. Can you verify that? Or share some screenshots that don't show sensitive information?


Tags: cloud

jira-service-management

jira-service-management-cloud
Availability of Assignee
Asked by Eleni Tzakopoulou:

Hello,

I am looking for a filter, to identify an available assignee.

More specific I would like to have a table only for the assignees, who have not ticket in progress or in open status.

Please let me know if there is a combination of filters or an application providing the above result.

Thank you


Answers:
author: Danut M _StonikByte_
body: Hi [@Eleni Tzakopoulou](/t5/user/viewprofilepage/user-id/5593521),

Check if you have the **Filter Counts** **gadget** available. If yes, you can configure it to display custom counts for each team member. So you will have to add a custom count for each person from your team:

*assignee = Danut and statusCategory != Done*

*assignee = John* *and statusCategory != Done*

...

As a result you will get something like this:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/347660i1A59DBFD7BBA1DE1/image-size/large?v=v2&px=999 "image.png")

If this gadget is not available, you will need to search on Atlassian Marketplace for an app that offers a gadget able to display the count from a filter.

For example, our [Great Gadgets](https://marketplace.atlassian.com/search?query=stonikbyte%20great%20gadgets%20agile) app offers an **Advanced Issue Filter Formula gadget** that is able to to display multiple counts.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/347662i950A824BC10D44EA/image-size/large?v=v2&px=999 "image.png")

You can also use the simple **Issue Filter Formula gadget** offered by the same app. Find more about these gadgets in this [article](https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369).

Danut.

comments: author: Eleni Tzakopoulou
body: Hi Danut,

Thank you very much for your answer.

It was really helpful!


Tags: cloud

jira-service-management

jira-service-management-cloud
Responders Field
Asked by Eman Yaseen:

Hi,

I?m trying to assign tickets to multiple employees to work on it at the same time so I thought about using the Responder Field to assign others and I want them to be notified via Email. I tried a lot but still didn?t work. Someone please help with a clear explanation.


Answers:
author: Charlie Misonne
body: Hi Eman!

If I'm not mistaken the Responder Field is a field for the OpsGenie integration. It might have some limitations for what you are trying to achieve. But what exactly is not working?

Atlassian and other community members often discourage the assignment of 1 single ticket to multiple users. The way Jira was designed you should create sub-tasks for the individual assignees so they can work on their specific part of the ticket.  
With multiple assignees there is risk of people not picking up work because they do not know which other assignee might already be working on the item. And how do you know when each assignee is done with his own part of the work?  
This is the theory...

If you really need multiple assignees you could create a multi select user picker field.

comments: author: Eman Yaseen
body: [@Charlie Misonne](/t5/user/viewprofilepage/user-id/502263)you are right, I tried it with Subtasks, and it's working perfectly. Thanks a lot


author: Charlie Misonne
body: Glad I could help!
Automation based on key word
Asked by t.tougnon:

Hi,

Does anyone know how to create an automation where a ticket is assigned based on keywords entered in the title of the issue created?


Answers:
author: Nikola Perisic
body: Welcome to the community [@t.tougnon](/t5/user/viewprofilepage/user-id/5495911) !

![Screenshot 2024-05-13 at 15.16.08.png](https://community.atlassian.com/t5/image/serverpage/image-id/323337i08D4834F4C680F11/image-dimensions/318x286?v=v2 "Screenshot 2024-05-13 at 15.16.08.png")

To accomplish this, you can do the following:

* **Trigger -**Issue created
* **Condition -**condition matches the JQL which will contain the name of your project and also text \~ - this part of the JQL will look into everything that contains the word development - to specifically add the title, this is the closest that it can get
* **Action -**assign issue to (this depends on the goal that you want to accomplish) - are you adding a user as an assignee who triggered this rule by typing in the development in some of the fields from the create screen? are you specifying a group (for example a group of developers)? or is it a specific user?

comments: author: t.tougnon
body: Amazing, thank you! This was to assign to a specific user and your reply was detailed enough.
Transition and Assign issue to @mention from comment
Asked by Brendan Betheldo:

Hello!

I am trying to create an automation, I have had so much trouble with this task though.

++Want:++

When 'peer review' is mentioned transition to the workflow step In Peer Review AND Assign the issue to the user @mentioned.

++What I have tried:++

![Jira Transition and assign automation.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/323219i32F2C32A0BAA3104/image-size/large?v=v2&px=999 "Jira Transition and assign automation.PNG")

Any help on what I've missed would be appreciated.

Cheers,

Brendan


Answers:
author: Bill Sheboy
body: Hi [@Brendan Betheldo](/t5/user/viewprofilepage/user-id/5486079)

What does not work as you expected, and what does the audit log show when you try your rule?

What does your Assign Issue action contain?

One way to do this is to select the Smart Value option with the Assign Issue action, and use this smart value expression:

```
{{issue.comment.last.body.split(" ").match("\[~accountid:(.*)\]").distinct}}
```

If multiple people are mentioned, this will not work because only one user can be assigned. To prevent that case, you could add a smart value condition earlier in the rule which only proceeds when one-and-only-one person is mentioned.

Kind regards,  
Bill

comments: author: Brendan Betheldo
body: Hi Bill, apologies for the lack of context. The issue I had was being unable to find the user mentioned.   

I was on the right track with accountid thanks to the docs but didn't think to use regex in a smart condition.

Your solution accomplished my task perfectly.   

What's the level of string manipulation we can do in these smart value conditions?  
I think it'll be acceptable to run the rule and always get the first mentioned ID.  


author: Bill Sheboy
body: Regarding the level of string manipulation, that depends on context. Outside of [list iterators](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-lists/#Combined-function-examples), the built-in functions offer quite a few options: <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/> Inside of an iterator, some things appear not to work, which I hypothesize is due to scoping problems.

For the expression I provided, it would return zero-to-many results for all mentions found. If you wanted to add handling for only the first entry...

This would return the count of mentions found:

```
{{issue.comment.last.body.split(" ").match("\[~accountid:(.*)\]").distinct.size|0}}
```

And this would return the first one, and nothing if no user was mentioned:

```
{{issue.comment.last.body.split(" ").match("\[~accountid:(.*)\]").distinct.get(0)}}
```

When no user is mentioned, this expression used with Assign Issue would set the issue to unassigned.


Tags: assign

auto-transition

comment
When on issue in my Kanban board moves to Done or Accepted, I want the issue to then move
Asked by Enrique:

The Kanban board is a readiness board for requirements or features, As the issue is flushed out it will move from back log --\> To DO--. In Progress --\> Done/ Accpeted

When it moves to Done I want the following:

1. Move the issue into the backlog of another team I designate using a label or something

2. If possible, if the issue for example is xxxx-111, The new board will be yyyy-111. So trying to automate the move within the readiness board.


Answers:
author: Bill Sheboy
body: Hi [@Enrique](/t5/user/viewprofilepage/user-id/5494605) -- Welcome to the Atlassian Community!

To help with your question, let's align on some Jira concepts first...

* **Issues** are stored in Jira **projects**
* A Jira **board** is a view of issues within one (or more) projects, based on a saved **filter**
* Some project types can only have one board, while others can have multiple boards, with different filters. For example, a company-managed Jira Cloud project can have multiple boards, but team-managed projects only have one board.
* When there is a need to move issues between projects, that can be complicated by differences between the projects in issue types, field configurations, workflows, etc. When moving issues is needed, Jira can guide users:
  * for one issue at a time with the **Move** function, available from the ... menu on the issue view
  * for multiple issues with the **bulk edit** feature from issue views, such as View All Issues with a JQL search
* My understanding is there is no REST API function for an issue move, and so there is no automated way (other than bulk edit) to move issues between projects

Back to your question...

You seem to want to move an issue from project XXXX to project YYYY after it has finished processing one workflow on a board in project XXXX.

I do not believe that is possible with built-in automation features. Instead you could clone the issue into the second project or investigate if there are marketplace addons to do this move.

Kind regards,  
Bill
How can i Schedule and automate a copy of confluence page to sharepoint folder
Asked by Gowri Naga Sirisha Mamidi:

i am actually exploring a way on how i can schedule automated PDF copy of a confluence page to be pulled to a sharepoint folder, i am wondering if someone can help me understand on know how to do that, would be greatly helpful.


Answers:
author: Linh Pham_Ricksoft_Inc
body: Hi [@Gowri Naga Sirisha Mamidi](/t5/user/viewprofilepage/user-id/5494469) , welcome to the Atlassian Community!

Are you using both Confluence and Sharepoint together? If you want to maintain documents across platforms, I think the best option is to use [third-party app from the Marketplace](https://marketplace.atlassian.com/search?product=confluence&query=sharepoint%20connector).

There's a number of Sharepoint connector apps, it should solve the need for sharing Confluence page to Sharepoint. However, you might need to check with specific app vendor if they support automation for Confluence page export to Sharepoint folder.


Tags: confluence

sharepoint
Can't add watchers in Jira Automation rules
Asked by Leon Gumba:

I have successfully set up a Jira Automation rule that creates an issue in my project every month on the 26th. The automation rule works correctly and creates the issue as scheduled.

However, I encounter a problem when I try to extend the rule to add a watcher to the newly created issue. After adding the "Manage watchers" action to the rule, I receive the following error:

"**The rule has been configured with components that require issues to be provided by the trigger. You need to use the option to run JQL to provide issues. The following components require issues: Manage watchers**"

Here's how my rule is configured:

1. **Trigger**: Scheduled to run every month on the 26th at 7:00 AM.
2. **Action**: Create an issue.
3. **Next Action**: Manage watchers (where I try to add a specific watcher).

Can someone please tell me what's the problem here?  

![Screenshot 2024-05-10 184118.png](/t5/image/serverpage/image-id/323108iA4C8F9644378857B/image-size/large?v=v2&px=999 "Screenshot 2024-05-10 184118.png")


Answers:
author: Bill Sheboy
body: Hi [@Leon Gumba](/t5/user/viewprofilepage/user-id/5487256)

That error message is the hint that the manage watchers action cannot "see" your new issue. To fix that, please add a branch to the most recently created issue:

* trigger: scheduled
* action: create issue
* **branch: to most recently created issue**
  * action: manage watchers

Kind regards,  
Bill

comments: author: Leon Gumba
body: Thank you [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313) !!!  

I have run a test, and your suggestion resolved the issue.  

Now I can add watchers with this rule setup:  

![Screenshot 2024-05-13 122450.png](https://community.atlassian.com/t5/image/serverpage/image-id/323290i3F59B1473CD538F1/image-size/large?v=v2&px=999 "Screenshot 2024-05-13 122450.png")


author: samar_shah
body: Hi mate, I would check if these three global permissions are enabled:

1- Link Issues

2- Add Watchers

3- Time Tracking

Other than this I would make sure they have the the global Browse Users/Groups permissions and also Browse permissions for that specific project.

(<https://confluence.atlassian.com/jirakb/jira-user-cannot-add-watchers-to-an-issue-390496933.html>)


author: Fadoua
body: [@Leon Gumba](/t5/user/viewprofilepage/user-id/5487256)

From the error I can see it is complaining about the permission scheme on your project.

Please make sure that your watchers have the right permission to the project you are running the Automation for.

Let me know if you have any other questions.

Best,

Fadoua

comments: author: Leon Gumba
body: [@Fadoua](/t5/user/viewprofilepage/user-id/655791)   

Thank you for the response.  

I have tested this on both team-managed and company-managed projects and permissions are fine on both projects. And I've received this error both times.  

What else can it be?


author: Fadoua
body: How about the components? it seems like your automation is requesting a JQL in order to work properly.

Did you try it?


Tags: cloud

jira

jira-cloud
Asset automation creating Jira issue
Asked by Maria Elena Lovato:

Hello, I'm using a bit of automation in my asset plugin, in order to create a Jira issue.

i have two attributes of my objects that I want to put as fields in the issue created, is this possible?


Answers:
author: Joseph Chung Yin
body: [@Maria Elena Lovato](/t5/user/viewprofilepage/user-id/5486393) -

When you create custom field sourcing from Assets object, you can display the object attributes once the object is selected. However, you will not be able to create custom fields sourced from Assets against specific object attributes based on my experience and knowledge.

The underlying idea is the attribute is just additional metadata associated with the Asset object and not the object itself.

Sorry, Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Vijay Dadi
body: Hello [@Maria Elena Lovato](/t5/user/viewprofilepage/user-id/5486393) ,

You can use Object created/updated/deleted trigger to create in issue.

Can you please provide more details on your use case, so that depending on that depending on that the solution can be proposed.

Vijay

comments: author: Maria Elena Lovato
body: The trigger isn't the issue fro me; everyday the automation run and check if a specific date is past today or not and then create a Jira issue. So far so good.

When the issue is created tho, I'd like to have the values of two of the objects attributes became the values of two fields of the issue.


Tags: asset-management

assets

cloud

insight

jira-service-management

jira-service-management-cloud

object
How to create an object in Assets Services with Automation (-> basis for affected services)
Asked by Christian Schneider:

Dear community,

is there a way use Jira Automation to create an *Assets Object* in the default *Assets Services Object Schema*?

The create object does not work due to missing permissions.

From Jira Automation: do I have to use REST-API to create an object in that default Services object schema? How do you do that?


Answers:
author: Vijay Dadi
body: Hi [@Christian Schneider](/t5/user/viewprofilepage/user-id/4404092) ,

Yes, you have to use asset management Rest API's to create an object via automation as per your use case.

Hope the below link for documentation helps.

<https://developer.atlassian.com/cloud/assets/rest/api-group-object/#api-object-create-post>

comments: author: Christian Schneider
body: This does not work, as the default Services schema is read only.

Atlassian Support directed me to this Knowledge Base Article: [How to bulk create Assets objects in the Services schema \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-bulk-create-assets-objects-in-the-services-schema-1167844215.html)

Has anybody done this and can provide a screenshot of the Rest-API in Automations?

Do I need to set up Opsgenie or can I use this API without Opsgenie?


Tags: assets

cloud

jira-service-management

jira-service-management-cloud
[Automation] Use start date and end date to calculate number of days (exclude weekends)
Asked by Amy Chang:

Hi community,

I used **{{\[Start Date\].diff(\[End Date\]).businessDays}}**to get the number of days.

![Screenshot 2024-05-10 at 4.43.11?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/323029i2937AD7CB8F77827/image-size/large?v=v2&px=999 "Screenshot 2024-05-10 at 4.43.11?PM.png")

However, it is a little bit not precise.

++For example:++

* Start Date: 3 May 2024
* End Date: 9 May 2024
* Total No of days =\> 4

It won't include the day of the start date. How can I get the decimal place for the total number of days?

Thanks!


Answers:
author: Dexter de Vera
body: Hi [@Amy Chang](/t5/user/viewprofilepage/user-id/5314184) ,

Sorry I'm confuse about your question. Can you explain more what your trying to do? if Start Date: 3 May 2024 and End Date: 9 May 2024 and base on you smartvalue **{{\[Start Date\].diff(\[End Date\]).businessDays}}** the difference will be 4 because May 4 and May 5 are not business days. Computation will be 9-3=6-2(weekends)= 4.


Tags: cloud

jira

jira-cloud