youngmon/atlassian-qna huggingface dataset:
Forms un-editable if ticket is resolved
Asked by Jimmy Tracey:

Hi!

My client has a requirement that ticket fields and forms are un-editable after an issue/ticket has been resolved.

So far I have used status properties to block the editing of fields if a ticket is resolved. Currently, the gap is that if a form is 'Open for edits' when the ticket is moved to resolved, customers are still able to edit and submit forms.

If I cant stop forms from being submitted after a ticket is resolved my strategy is to block tickets from being resolved if they have open forms. Any help with either solution would be appreciated!


Answers:
author: Ste Wright
body: Hi [@Jimmy Tracey](/t5/user/viewprofilepage/user-id/5408121)

I'm not sure this is possible natively; would making the form internal only be an option?

If so - Automation and API calls can handle that - <https://confluence.atlassian.com/jirakb/forms-automation-to-change-the-visibility-of-jira-forms-on-issue-1283493107.html>

It *might*be possible to close the form via this method also, albeit I've not seen it done.

Ste

comments: author: Jimmy Tracey
body: Hey Stephen! With a lot of work I was able to get it done. Thanks, Jimmy


Tags: cloud

forms

jira-service-management

jira-service-management-cloud
Atlassian Assist is Disconnecting Tickets from Slack DM's
Asked by Mike Solomon:

I am struggling to figure out how this is happening but Assist is "transferring" tickets which results in a disconnection between slack and the ticket. We are unable to figure out why.

This user created a ticket by sending a message to our support channel. The agent then asked a follow up question in the ticket. Assist then "transferred" the ticket. We don't know what this means or why this is happening.

Can someone please let me know?  

![image.png](/t5/image/serverpage/image-id/301046i67002FDB2C4433FD/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Mikael Sandberg
body: It looks like you are still using the old Assist which is using Halp to send the request to JSM. That would explain the "This request has been transferred to Atlassian Assist..." message. You can verify this by going to Project settings \> Virtual agent and see if that brings up the new interface or if it is asking you to log in with Slack.


author: Joseph Chung Yin
body: [@Mike Solomon](/t5/user/viewprofilepage/user-id/5089604) -

Hi Mike:

Have you review the issue that was created in question "FIN-1221" to see if the issue WF status is not completed or it is transferred to appropriate status?

If everything looks right, I would recommend you to contact Atlassian Support (<https://support.atlassian.com>), so they can further investigate this problem by accessing the backend system logs.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: assist

cloud

jira-service-management

jira-service-management-cloud

slack
Why is Jira complaining about the month in my CRON statement?
Asked by Rick Muller:

I am trying to run an automation rule on a particular day of the year (in my example it is Jan. 17th). No matter what I do, Jira comes back with the message saying "The values for month must be from 1 to 12". I have tried many different formats, including using JAN as well as leaving the CRON empty, and it still comes up with the same error message, which makes me think it may not be the month that it is complaining about at all.

Here is an example of my CRON statements I have tried.

0 0 23 17 1 ?

As I understand, this should translate to:

second=0

minute=0

hour(UTC)=11pm

day=17

month=1

day of the week=not specified.

Attached is a screenshot of the error. Any suggestions would be greatly appreciated.

![CRON screenshot.png](/t5/image/serverpage/image-id/301055i073FD30D7AB8E202/image-size/large?v=v2&px=999 "CRON screenshot.png")


Answers:
author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

I seem to remember you get an error about the last entry in the expression if the expression is too short. You need to add a week, it needs 7 entries!

comments: author: Rick Muller
body: Hi Nic,

Thanks for the answer. I tried updating one of my automation rules with a CRON that was for the 1st of February and it did not complain about the month. Based on this, I believe your answer is correct.

Thanks again,

Rick


author: Joseph Chung Yin
body: [@Rick Muller](/t5/user/viewprofilepage/user-id/5082092)

I agreed with both community leaders responses. I have also tested out your Cron syntax without any problem. I would also recommend that you recreate the rule again and ensure that there are no extra spaces in your Cron expression.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


author: Ste Wright
body: Hi [@Rick Muller](/t5/user/viewprofilepage/user-id/5082092)

Cron looks correct - I tried it in a Scheduled Rule and it accepted it.

As a simple first step, try recreating the rule - see if that helps.

Ste

comments: author: Rick Muller
body: Thanks for your answer Stephen. I built a new automation with a similar CRON statement and it didn't complain about the month as expected.

This brings up another question. I have 12 rules which each have 20 to 30 subtask creation actions. I was hoping to edit Each of these rules to use a CRON schedule statement, but it looks as if I may have to build them from scratch. My question, is there a way that I am able to copy those actions from one rule to another? I am hoping to avoid the manual task of recreating over 300 subtask actions.

Thanks again,

Rick


author: Ste Wright
body: Hi [@Rick Muller](/t5/user/viewprofilepage/user-id/5082092)

Not that I know of.

But you can clone an entire rule - so you could clone each and then remove the irrelevant parts?

You can copy a rule from the main rules list - hover over the rule and on the right-hand side breadcrumbs (...) will appear. The copy option is in this drop-down.

Ste


Tags: automation

cloud

cron

jira-service-management

jira-service-management-cloud
How Can You Tell if a Object Scheme Automation Rule is Disabled / Running?
Asked by Dan Long:

If you go to Assets -\> Object Schema -\> (for a schema) gear icon -\> Configure -\> Automation:

![Screenshot 2024-01-17 155643.png](/t5/image/serverpage/image-id/301034iFE3E5ED6A06DDC89/image-size/large?v=v2&px=999 "Screenshot 2024-01-17 155643.png")

If you click on the gear icon here, you have Disable, Run, Reset. Selecting Disable doesn't seem to do anything visibly... the rule continues to run. The rule contains a scheduled event and an email sent which I set for every minute (for testing purposes) and when Disabled is selected, I continue to get an email every minute.

Is there a way to disable the rule? Or how can one tell if a rule is disabled?


Answers:
author: Eugenio Onofre
body: Hi [@Dan Long](/t5/user/viewprofilepage/user-id/4551127)

In this situation, seems to be a performance glitch on updating the status or a bug on 5.6 version. You may consider raising a ticket with Atlassian Support at <https://support.atlassian.com>

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio

comments: author: Dan Long
body: I opened a ticket with Atlassian. Thanks.


Tags: jira-service-management

jira-service-management-server

server
Issue Dates are Incoherant
Asked by S_ B_ Sebrick:

Both my custom date fields and my system date fields are behaving strangely.

I'm getting impossible dates / times, like "45/14/2023 4:45 PM", "41/29/2023 6:41 PM" or "00/08/2023"

I've checked our SQL database, and the dates **are** being recorded correctly. So, the issue must be somewhere between the java and JavaScript interactions?

Here are my current date-related System settings.

"Look and Feel" Day/Month/Year format is set to the "mm/dd/yyyy" format.

My "Advanced Settings" are:

jira.date.picker.java.format: "mm/dd/yyyy"

jira.date.picker.javascript.format: "%m/%d/%Y"

jira.date.time.picker.java.format: "mm/dd/yyyy h:mm a"

jira.date.time.picker.javascript.format: "%m/%d/%Y %l:%M %p"

Any ideas how to resolve this?


Answers:
author: Trudy Claspill
body: Hello [@S_ B_ Sebrick](/t5/user/viewprofilepage/user-id/5407928)

Welcome to the Atlassian community.
> "Look and Feel" Day/Month/Year format is set to the "mm/dd/yyyy" format.

In that context a lower case "m" means minutes, not month. To get month data you need an upper case "M". And that setting formats the display of date-only data. date/time data is formatted by the settings for **Complete Date/Time** **Format**

What is the "Look and Feel" settings for **Complete Date/Time** **Format**? That is what formats the display of date/time information. Again, in this setting you need to use M's for month, and m's for minutes. And I suspect you don't have the correct syntax there for days.

comments: author: S_ B_ Sebrick
body: Thanks, that was a big help!


author: Trudy Claspill
body: Glad I could help.

If your problem has been solved with the help of my response, please consider clicking on the Accept Answer button above the response.


Tags: jira-service-desk-server

jira-service-management

jira-service-management-server
MIgration from on-premise data center to cloud
Asked by Ed Gray:

Hi there,

We are trying the cloud version of Jira, including Confluence, Service Manager, and Bitbucket. We want to use our current data and modifications for testing, wipe the data, and migrate again. I've read that you can do that for Confluence, but I can not confirm that we can do the same for Service Manager and Bitbucket. Would one of you with a brilliant mind kindly confirm that I can migrate everything more than once?

Thanks.

Ed Gray


Answers:
author: Bryan Trummer - ReleaseTEAM
body: Hello [@Ed Gray](/t5/user/viewprofilepage/user-id/1543227)

Yes using the Migration Assistant tools for each one of those products you mentioned you can migrate the data multiple times. As you mentioned you will need to wipe any data that you plan on migrating again before doing so as the migration assistant tools will only migrate non-existing data.


Tags: cloud

jira-service-management

jira-service-management-cloud
Assets Discovery Agent - "Cannot start service from the command line or a debugger..." Error
Asked by Nick Bryant:

We are in the process of rolling out the Discovery Agent 3.2.0 in our environment through an RMM software. The Discovery Agent program/service installs correctly, runs scans on schedule and creates agent scan .dat files, but we are unable to set the agent token by running the Discovery_Agent.exe with the "-token" switch from the RMM tool. We receive the following error:  

![DiscoveryAgent320Error.png](/t5/image/serverpage/image-id/301019iF04E289DE67EED0C/image-size/large?v=v2&px=999 "DiscoveryAgent320Error.png")  
*Cannot start service from the command line or a debugger. A Windows Service must first be installed (using installutil.exe) and then started with the ServerExplorer, Windows Services Administrative tool or the NET START command.*

So far we have tried:

* Running the discovery_agent.exe -token command token as System, a local machine admin or a domain account with administrative permissions
* Manually installing the service using the installutil.exe from the .NET framework
* Running the service as NT Authority\\Local Service, NT Authority\\Network Service, System, a local admin account
* Manually setting parameters in the registry for the service
* Installing the latest version of the agent (3.2.1 as of now)

Has anyone else run into this issue when rolling out Discovery Agent 3.2.0?


Answers:
author: Eugenio Onofre
body: Hi [@Nick Bryant](/t5/user/viewprofilepage/user-id/5298713)

Welcome to the Atlassian Community!

Regarding the issue with setting the agent token for the Discovery Agent 3.2.0 using the "-token" switch, the error message you're encountering suggests a problem with how the service interacts with Windows Services. It appears that the service isn't recognizing the command line execution as a valid method to start the service.

Since you've already tried running the command with various user permissions, manually installing the service using installutil.exe, changing the running account of the service, and even updating the agent, it seems like you've covered most of the standard troubleshooting steps.

Some additional steps you might consider are:

1. **Check the command syntax**: ensure the syntax of the command you're using is correct according to the Discovery Agent's documentation.

2. **Review logs**: Check the Discovery Agent and Windows Event logs for any additional information or errors that might provide more context.

3. **Create a ticket with Atlassian Support** If the issue persists, reaching out to the Atlassian's support team may be beneficial. They might have encountered similar issues with other clients and could offer a solution. Please create a ticket at <https://support.atlassian.com>.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: agent

assets

assets-discovery

cloud

discovery

insight

jira-service-management

jira-service-management-cloud
How to export a single object from jira assets with all data
Asked by David Hart:

We are in need of an option to export a single object that shows includes all data. Comments, activity, linked issues, linked objects and attachments. Single issues can be exported with this data but I cannot find an option for jira asset objects. Our goal is to use this for audit purposes to show who what access has been changed for a single user. Any suggestions welcome!  
![2024-01-17 11_29_59.png](https://community.atlassian.com/t5/image/serverpage/image-id/301016i052F216C3F5D873B/image-size/large?v=v2&px=999 "2024-01-17 11_29_59.png")![2024-01-17 11_36_13.png](https://community.atlassian.com/t5/image/serverpage/image-id/301017i9D1225D0050A5CF8/image-size/large?v=v2&px=999 "2024-01-17 11_36_13.png")


Answers:
author: Eugenio Onofre
body: Hi [@David Hart](/t5/user/viewprofilepage/user-id/5407857)

Welcome to the Atlassian Community.  
There is no way to singularly export Jira Tickets and their related object details.

One possible approach is to create a custom scripting and, through Atlassian REST API Calls, create the custom report you are looking for.

Please remember to accept this answer in case it helps you resolve your question as it may also help other community members in the future.

Regards,  
Eugenio


Tags: cloud

jira-service-management

jira-service-management-cloud
SLA
Asked by Sagar B R:

I have mistakenly opened the jira ticket and it is p0 and the SLA is 4 hours we had fixed and closed in 3 hours but after 1 day opned the ticket now the SLA got breached, how to undo that and also the jira - issues api not pushing latest resolved date


Answers:
author: Ste Wright
body: Hi [@Sagar B R](/t5/user/viewprofilepage/user-id/5068906)

I don't think you can (at least easily) - SLA and dates are tracking as an absolute.

Is there an issue here though? Couldn't you raise this in your reporting as an accidental opening (with proof)?

Ste


Tags: cloud

jira

jira-cloud
history of due date changes
Asked by Fran?ois Morin:

Hi, i like to be able to trace the 'due date' changes of a ticket so that we can understand how many changes were made and by how much 'due date' has been changed

is there a way to get this information, ideally through excell or any other way

thanks for your support

regards


Answers:
author: Yuliia_Borivets__SaaSJet_
body: Hi [@Fran?ois Morin](/t5/user/viewprofilepage/user-id/5407815)

If you want to see due date changes for one specific ticket, you can check the History section under the Activity tab. There is no way to export it, except maybe via Rest API.

If you are considering add-ons, I can suggest [Issue History for Jira](https://marketplace.atlassian.com/apps/1220385/issue-history-for-jira?hosting=datacenter&tab=overview&utm_source=Atlassian_Community&utm_medium=refferal&utm_campaign=Comment_history-of-due-date-changes_20240117), which can help with your request. *It provides a report with changes for any issue field, including **due dates**.* You can add any you need with the Column Manager. It's also possible to *export the report to CSV/Excel* for further analysis (count the changes made if needed).

You can sort it by date:

![Due dates sorted by date.png](https://community.atlassian.com/t5/image/serverpage/image-id/301049iC00A084F35927082/image-size/large?v=v2&px=999 "Due dates sorted by date.png")

Or by issue key:

![due dates sorted by issue key.png](https://community.atlassian.com/t5/image/serverpage/image-id/301050iD1DF8D735760B5B7/image-size/large?v=v2&px=999 "due dates sorted by issue key.png")

\*The app is developed by my team, free trial is available. Let me know if you have any questions.

comments: author: Fran?ois Morin
body: thank you . I'll try it and go from there. thanks again


author: Yuliia_Borivets__SaaSJet_
body: [@Fran?ois Morin](/t5/user/viewprofilepage/user-id/5407815) let me know how it works for you. If you need any help with configuration, you are welcome to [schedule a demo](https://calendly.com/vitalii_meeting/issue-history?month=2023-10).


author: Harsh
body: Hi [@Fran?ois Morin](/t5/user/viewprofilepage/user-id/5407815)

You can go to issue history and check the changes there.

Thank you.

comments: author: Fran?ois Morin
body: thanks


author: Amay Purohit_RVS
body: Hi [@Fran?ois Morin](/t5/user/viewprofilepage/user-id/5407815)

As an alternative , you can try out our add-on for better reporting capabilities and viewing multiple issues history at once,

[Issue History Reports](https://marketplace.atlassian.com/apps/1231436/issue-history-reports?hosting=cloud&tab=overview)

You can view the complete change log for your filtered issues, including changes to due dates.

Disclaimer : I am part of the team which developed this app

![IH - Due Date.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/301276i89BF4B102BBF438B/image-size/large?v=v2&px=999 "IH - Due Date.PNG")


Tags: cloud

jira-service-management

jira-service-management-cloud
Trying to Automate New Starter process
Asked by Keenan P:

I am trying to use smart values to return fields from my tickets into an email to the stakeholders.

However some fields are not working - the date picker field and the user picker field - they are failing to return an output into the email.

Am I doing something wrong/can someone point me in the right direction.

![Screenshot 2024-01-17 at 16.22.53.png](/t5/image/serverpage/image-id/300989i67DA7523DAC37EAB/image-size/large?v=v2&px=999 "Screenshot 2024-01-17 at 16.22.53.png")

Thanks in advance

Keenan


Answers:
author: Harsh
body: Hi [@Keenan P](/t5/user/viewprofilepage/user-id/5342311)

Please try using -

{{Issue.customfield_id}} also for user picker - {{Issue.customfield_id.displayName}} if you want the full name to be seen in the email.

Thank you


author: Jack Brickey
body: Hi [@Keenan P](/t5/user/viewprofilepage/user-id/5342311) ,

can you try to use the custom field ID for these?

example:

{{issue.customfield_10052}}

you can get the customfield ID by going to settings \> Issues \> custom fields, find your field and select and edit details. The URL will have the ID at the very end.


author: Keenan P
body: Thank you both for you help just changed this and confirmed as working :)


Tags: cloud

jira-service-management

jira-service-management-cloud
I have created a automation for survey rating less than 3
Asked by Bramarambika Ks:

I created a automation following the steps in [How to send notification when bad customer satisfaction received in Automation \| Jira \| Atlassian Documentation](https://confluence.atlassian.com/jirakb/how-to-send-notification-when-bad-customer-satisfaction-received-in-automation-1295679972.html).

But alert gets triggerd for all ratings.

I need alerts only for ratings below 3, how do I do this please?


Answers:
author: Mark Segall
body: Hi [@Bramarambika Ks](/t5/user/viewprofilepage/user-id/5407691) and welcome to the community!

Can you please share a screen shot of your automation rule? This will help us identify the source of the problem.


Tags: jira-service-management

jira-service-management-server

server
How to get all Users of accountType = Customer using Jira API
Asked by Lars Morten Nygaard:

I've looked everywhere, but I cannot find a way to query Jira for all Service Management users (accountType = "customer").

If I already know the exact accountID **/rest/api/3/user?accountId=** will return the record of a customer user, but if I try to query for all Jira users in my system, all users of this accountType is filtered out from the resultset.

Also - the Service Management API only provide a POST endpoint for Customers - but no way to query for the list. I know I can get all users for an Organization, but that's not what I'm looking for.

Thanks for any good ideas or pointers :)


Answers:
author: Deivid Araujo
body: Hi!

Doesn't [this endpoint](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-users/#api-rest-api-3-user-bulk-get) return all the accountType variants?

I have tested in my instance and it worked fine.

comments: author: Lars Morten Nygaard
body: Thanks Deivid,

The proposed endpoint require AccountID, and only need a full unfiltered list of all external users in Service Management

LarsM


author: Deivid Araujo
body: Well, the only way I found is using this endpoint:

<https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-users/#api-rest-api-3-users-search-get>

But you'll have to do a "manual pagination", because the endpoint return a maximum of 50 records, but it has a parameter "startAt".

I don't know if you have access to API tokens, but I've made a simple Python implementation that get, parse and then exports the API return. You can access here:

<https://gist.github.com/dvaraujo/2a8c2d9e916e06b09b7e2d4c933ab194>

Hope this helps


author: Lars Morten Nygaard
body: Thank again,

I do have all the API tokens, and have tried your proposed endpoint before, but my issue is that it only returns the internal users (our own Jira users), and not the service management users or Customers. They have AccountID's starting with "qm:".

I may be doing something wrong, or there is a setting somewhere limiting the result to internal users.

Does your system return users with AccountID starting with "qm:......"?


author: Deivid Araujo
body: Yes, it does:

![jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/301796i3FB928573FF2AD91/image-size/large?v=v2&px=999 "jira.png")

How many users do you have in your instance, approximately?


author: Lars Morten Nygaard
body: You are perfectly right, Customers was certainly there, but after the intial search response set size.

Thanks for you support and patience.


author: Deivid Araujo
body: I'm glad I could help :)

Best regards


Tags: cloud

jira-service-management

jira-service-management-cloud