youngmon/atlassian-qna huggingface dataset:
Service Owner Smart Value
Asked by Michael:

I need to create an automation rule to retrieve the 'Service Owners' from the service. The value is not listed under the [affected services smart value,](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/) anyone know how I can retrieve this ?

![Screenshot 2024-06-18 101247.png](/t5/image/serverpage/image-id/330324iCE12A7955BFCC8D7/image-size/large?v=v2&px=999 "Screenshot 2024-06-18 101247.png")


Answers:
author: Vijay Dadi
body: Hello [@Michael](/t5/user/viewprofilepage/user-id/4355727) ,

Do a lookup object on your service. In the next step you can access the service owner as

{{lookupObjects.Service Owner}} and you can store that into any of your custom fields.

Hope this helps !


Tags: cloud

jira-service-management

jira-service-management-cloud
Integration of Jira Service Mgnt and oder Jira Projects
Asked by Stefan Stoller:

I want to use Jira Service Mgnt as a support ticket system. My development also uses Jira. I was under the impression that the integration of two Jira projects should be seamless, but I'm currently having a problem with the basic implementation. If I want to create a ticket for my developers from a customer ticket, I don't want to move the customer ticket to another Jira project because customer communication should continue to go through support. What would be the ideal approach here?


Answers:
author: Christian
body: Hello Stefan

I see two ways of handling this situation

1. Clone the support issue into the Software Project

This will copy the information from the support ticket into the development project, and create a clear relationship between the two. Then, internal development can be handled in the software project and customer facing communication can happen in the service management project. You could even create some automations that automate copies certain updates from one project to another.

2. Handle the development in the Service Project

Here, you would have your developers work on whatever development is related to the support issue in the service project, likely utilizing internal comments and non-customer facing fields. You will find there are less features around development in the service project, so depending on what features your team uses this may not work.

Best regards,

Christian Veselovsky


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I assign approvers to a releases?
Asked by Davit Ebralidze:

Hello all! My question is mainly about creating a process where specific team members have to accept the release of a specific sprint. Does Jira support this kind of feature? For when the PM intends to end the sprint, can some consent emails be sent to specific team members, or to set criteria in which case the sprint can be ended and released?


Answers:
author: Lisa Forstberg
body: Hi [@Davit Ebralidze](/t5/user/viewprofilepage/user-id/5461238) ,

I think I see what you are after but there is no such feature in Jira today.

I think with "releasing a sprint" you mean completing it. Sprints according to scrum are run during a specific time period so it should be completed on the last day of the sprint. Technically completing it in Jira is open for any user with the mange sprint permission in the project(s) represented in the scrum board.

I want to recommend that, from a collaboration perspective, completing a sprint should be a collective decision Ideally be baked into the rest of the scrum ceremonies like sprint review and sprint retrospective.

Adding and building more process around this to handle "proposal" and "approvals" is in my view only adding unnecessary complexity. That said, there is a trigger in automations for sprint completed that you might want to use to for sending notifications.

all the best

/L


Tags: cloud

jira-service-management

jira-service-management-cloud
Can ScriptRunner limit the possible values of issue link types?
Asked by Jochen Betz:

Objective: Provide the possibility to "link" an issue of another (software) project to a issue in a JSM project where the only possible link relationship is "causes" (or is caused by depending on your point of view). Users currently have plenty of choice and unfortunately make use of them because they also somehow make sense. But the process definition is clear and automation depends on it, only one relationship is allowed. As far as I know this selection cannot be limited by Jira itself.  

Thus the question: Can this be achieved with ScriptRunner?

Alternatively: Does somebody know about any means to achieve this?

<br />

Additionally 1: Can ScriptRunner (or Jira iteslf) limit the select of projects an issue can be linked from?  
Additionally 2: Can ScriptRunner provide a single button to add such a feature and allow only selection/creation of a new issue in another (limited list) project?


Answers:
author: Kristian Walker _Adaptavist_
body: Hi Jochen,

I can confirm you cannot limit the values in the Issue Link Field in Jira Cloud as Atlassian does not support this field in the UI Modifications API which behaviours use.

However, you could write a [workflow validator](https://docs.adaptavist.com/sr4jc/latest/features/workflow-extensions/validators) to allow issues to be created or be transitioned only when a certain link type is selected.

Workflow validators use the [Jira Expression Framework](https://developer.atlassian.com/cloud/jira/platform/jira-expressions/) in Jira cloud and we have some examples of these [here](https://docs.adaptavist.com/sr4jc/latest/features/workflow-extensions/jira-expression-examples#require-one-linked-issue) and [here](https://bitbucket.org/Adaptavist/workspace/snippets/Arordx/adaptavist-scriptrunner-for-jira-cloud) that you can use to help see how to write a validator to achieve your requirement.

Regards,

Kristian


Tags: cloud

jira-service-management

jira-service-management-cloud
Can you stop an automation depending on what Object triggered the Edit Object
Asked by Ste404:

I have an automation that when the status of software is changed from Assigned or on hand, it will add or subtract 1 from the Available count and also send an email if the available is below the Alert level.

BUT what happens is when something else is updated for the software, the edit object triggers and of course the status is checked and the counts are altered.

Is there a way to only fire the automation if the trigger for the automation is fired for a particular attribute changing.

The only thing you can select is the Object Type, but I need another layer of control.


Answers:
author: Steven Danner
body: Hello!

To trigger automation for a specific attribute change:

Use conditional checks within the automation.  
Set workflow rules for the attribute change.  
Utilize 'Updated Fields' triggers if available.  
Consider custom scripting for precise control.  
Check your system's capabilities for detailed steps.

I hope this helps you!

[disney the hub](https://www.the-disneyhub.com)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to count how many times the ticket is assigned to the same assignment group
Asked by Godigamuwa, Kalani:

I'm trying to create a dashboard to show how many times each ticket has been assigned to the selected Assignment group (Project under group)

Example: EUS-363 ticket has been assigned to group A, and then to Group B and again back to Group A. In the dahsboard of Group A it will be shown twice as it was assigned to Group A twice.

Can this be done in JSM?


Answers:
author: Duc Thang TRAN
body: Hello [@Godigamuwa, Kalani](/t5/user/viewprofilepage/user-id/5445812)

It's not a perfect solution, but I can suggest this if you only have 2 groups to monitor.

It can be done via Automation, and you'll need a Jira admin to create 2 fields of type number ("Assignee Time Group A" and "Assignee Time Group B").

For the automation, here's an example for the first group. You'll need to create more if/else conditions.

Trigger: When the value of **Assignee Group** changes

* If: {{**issue.Assignee Group.name**}} contain Group A AND {{issue.Assignee Time Group A}} is empty
  * Then: Edit {{issue.Assignee Time Group A}} = 1
* If:**{{issue.Assignee Group.name}}** contain Group A AND **{{issue.Assignee Time Group A}**} \>= 0
  * Then: **{{issue.Assignee Time Group A}}** = **{{issue.Assignee Time Group A}}** +1

![2024-06-18 17_28_17-Audit log - Automation - Customer service - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/330430i7A393F909B519E99/image-size/large?v=v2&px=999 "2024-06-18 17_28_17-Audit log - Automation - Customer service - Jira.png")

Hope this can help you :)


author: Susanna Babayan
body: I'll let others speak for themselves, but what I have seen before is counting how many times the tickets have been transitioned. so if you have a separate transition per group, you could potentially count how many times the ticket has been assigned to a certain group. but I'd suggest trying this in a test environment first


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add screen into the board while using team-managed project?
Asked by Huyen Huynh:

I run a small group of people, using jira to track and manage the task.

I intend to add a rule that require comment anytime a ticket is moved to Done.

However, seems like because using the free version with team-managed project, I cannot find how to add that rule.

I researched and found that I can add it by using screen.

<https://confluence.atlassian.com/jirakb/how-to-add-a-comment-during-a-workflow-transition-and-make-it-mandatory-779160682.html>)

<https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-screens/>

However, I could not find the screen configuration page. How can I get into that page and use more feature to my team board?

This is my project url for reference

<https://saturdaysolutions.atlassian.net/jira/software/projects/DS/boards/3>

I'm looking forward to hearing from you.

Thank you.


Answers:
author: Trudy Claspill
body: Hello [@Huyen Huynh](/t5/user/viewprofilepage/user-id/2787650)

Welcome to the Atlassian community.

In a Team Managed project it is not possible to make a pop up screen show during a status transition. There is a change request for that to which you can add your vote.

<https://jira.atlassian.com/browse/JRACLOUD-83879>

Currently that is possible only for a Company Managed project.

You cannot flip a Team Managed project to a Company Managed project. If you want to pursue this you would have to create a new Company Managed project and move the issues from the TM project to the CM project. That has its own set of hazards:

<https://support.atlassian.com/jira-software-cloud/docs/migrate-between-team-managed-and-company-managed-projects/>

And, of course, with CM projects the on Jira Administrators would be able to make customizations to the project. Project Administrators would no longer be able to make customizations.


author: Susanna Babayan
body: it's cause you're in a team-managed project. try to do it with a company-managed by creating that screen and adding it to the appropriate transition


Tags: cloud

jira-service-management

jira-service-management-cloud

screen
Multiple Approvers with some auto-approve
Asked by Antoine McCord:

I am trying to create a workflow that require approvals from two approvers. In all cases, both approvers must approve, but in some cases one approver may want to auto-approve based on criteria included in the initial form, leaving the other approver free to make their call.

Is it possible to auto-approve for a single approver and not for the other? In the automation wizard, I don't see an option to approve at all. My only option is to transition the issue to the approved status.


Answers:
author: Susanna Babayan
body: I mean you can try to do approvals for all cases and for specific ones, and for specific cases you may look into automation (if issue X field value equals ABC) and field requirement transition


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center
Removing "Status" options in the help centre portal
Asked by Emmanuel_A:

in the help centre portal,

When filtering for tickets, the status field has a list of all the field options.

We only use 2-3 of these options, The others are not required and i would like to know how do i remove them from the list?

Can anyone help?


Answers:
author: Emmanuel_A
body: ![Screenshot 2024-06-18 101844.png](https://community.atlassian.com/t5/image/serverpage/image-id/330262iD1CA6D509C8657C8/image-size/large?v=v2&px=999 "Screenshot 2024-06-18 101844.png")

comments: author: Fernando Eug?nio da Silva
body: [@Emmanuel_A](/t5/user/viewprofilepage/user-id/5506342)

Click on 3 dots at the right side and select 'Manage Columns'

![Captura de tela 2024-06-17 222440.png](https://community.atlassian.com/t5/image/serverpage/image-id/330267iECE88F357D3BC28A/image-size/large?v=v2&px=999 "Captura de tela 2024-06-17 222440.png")

Then you can remove the status column to be filtered.

Hope this helps you :)


Tags: cloud

jira-service-management

jira-service-management-cloud
?Como deshabilitar la opci?n crear una cuenta?
Asked by Jira Servicios:

Si se envia el link de Jira a un usuario en particular y indica un correo Atlassian genera una nueva cuenta y no avisa al administrador para conceder el acceso respectivo.

se requiere bloquer esa opci?n![Jira.png](/t5/image/serverpage/image-id/330247iA4A5742B86519CCB/image-size/large?v=v2&px=999 "Jira.png")


Answers:
author: Nicolas Grossi
body: [@Jira Servicios](/t5/user/viewprofilepage/user-id/5522825) Bienvenido! Creo que no es posible actualmente.

Nicolas


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira filter Created vs CreatedDate, what is the difference
Asked by Dima Astahov:

Hi

In basic filters I see those fields, trying to understand is that the same thing or now, looks like both of them are the same and related to ISSUE. I'm on the cloud version.

I also see that I can not use them with just equal sign, this result produce nothing, is there any time portion in these fields?

*** ** * ** ***

created = '2024-06-17' -- no results

created \>= '2024-06-17' --show issues created on 6/7/24

*** ** * ** ***

Using created Date returns the same results for me.

Also : can I create a filter for comments entered on or after certain date? Comments .CreatedDate \>= '2024-06-06 '

Thanks

\*sorry needed to use space in created Date, othewise this forum didin't let me thru.

D


Answers:
author: Joseph Chung Yin
body: [@Dima Astahov](/t5/user/viewprofilepage/user-id/613693) -

Hi Dima:

"Created" attribute is a Date/Time data type format, so if you use the "=" sign, it is looking for issues that were created with the value of 2024-06-17 00:00 timestamp. Therefore you have to use the "\>=" operator.

Created and CreateDate are the referring to the same attribute. I prefer just using the "Created" word in my JQL.

Hope this helps.

Best, Joseph Chung Yin

comments: author: Dima Astahov
body: Thanks Joseph !!!   
Anybody know how I can filter on Comments.Created value ?

Best

D


author: Joseph Chung Yin
body: [@Dima Astahov](/t5/user/viewprofilepage/user-id/613693) -

Unfortunately it is not available out ot the box for comments created date. You will need a third party add-on.

One product that we use is Scriptrunner for Jira where it provides us with custom JQL functions including what you are asking related to comments -

[https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=cloud&tab=overview)

Best, Joseph


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to automate a form triggering an issue that contains subtasks?
Asked by Jesse Kosalka:

Hello,

I have an existing issue that contains many subtasks that we use for onboarding that is simply cloned for each new person/instance. However, we want to improve this by using a form, that then creates an issue using a template of the one that we already have, including all of the subtasks. I already know how to use a form to create an issue, but I don't know how to make the new issue basically clone from the existing one we have. Is this possible?

Thank you!


Answers:
author: Joseph Chung Yin
body: [@Jesse Kosalka](/t5/user/viewprofilepage/user-id/5522813) -

Welcome to the community. One option is for you create an automation rule to be triggering off "Issue Created" event, after the issue is created, then setup actions to create your subtask(s).

Take a look at the following reference links on automations -

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

[https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)

In the actions, you can prepopulate each subtask's metadata in the automation rule. The rule will continue to be executed as per your design. So, you don't have to clone the existing issues.

Hope this helps.

Best, Joseph Chung Yin


Tags: cloud

jira-service-management

jira-service-management-cloud
Asset Postfuction conditions
Asked by Martin Svensson:

I'm trying to add some conditions to an asset postfunction.

Is there any special way to do it?

Whenever ill add some groovy conditions it stops working.

![Screenshot_20240617_221216_Chrome.jpg](/t5/image/serverpage/image-id/330231i6B31CBB257900388/image-size/large?v=v2&px=999 "Screenshot_20240617_221216_Chrome.jpg")


Answers:
author: Christian Sch?rer-Waldheim
body: There are some examples listed on the page liked below the input field: [Groovy script examples \| Jira Service Management Data Center 5.17 \| Atlassian Documentation](https://confluence.atlassian.com/servicemanagementserver/groovy-script-examples-1384449857.html)

Your groovy code should just return true or false, depending on whether the post function should run.

Example taken from the linked page:

    import com.atlassian.jira.component.ComponentAccessor;import com.atlassian.jira.issue.fields.CustomField; def value = issue.getCustomFieldValue(ComponentAccessor.getCustomFieldManager().getCustomFieldObject(10000)); // Change ID to the correct one      /* If an insight custom field has an object called "Microsoft" it will fail */if (value != null && "Microsoft".equals(value[0].getName())) {    return false;} return true;


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
I cannot find email notification audit logs
Asked by Tim Bonney:

We are on Jira Cloud and have a relatively new Project that we created, but I am performing testing in this new project and the notifications do not seem to be working. Even though the notification scheme has been configured to include users of a particular Project Role, of which I am a member, I am not receiving notifications when creating or updating issues within this project.  

It's configuration appears to be the same as that of our older, active projects, but since I'm not getting notifications, I thought I would try to review notification audit logs. However, I've been unable to locate where they are.  

Can anyone point me to where I can find the notification audit logs so that I can determine whether it's just me that is not receiving them, or if they are simply not getting generated at all? Thank you in advance.


Answers:
author: Joseph Chung Yin
body: [@Tim Bonney](/t5/user/viewprofilepage/user-id/5149065)

Hi Tim:

By default, if you are the one who is making the actions (i.e. create/change), then you will not receive the notification. You can take a look at your profile's notifications and override the default setup if needed "Receive emails when you make changes to issues"-

<https://xxxxx.atlassian.net/jira/settings/personal/notifications>

In regards to audit logs, you will need to contact Atlassian Support (<https://support.atlassian.com>) where they have the access to the logs from the backend to further assist you.

Hope this helps.

Best, Joseph Chung Yin

comments: author: Tim Bonney
body: Thank you for this information Joseph! I was not aware of that, so it is an extremely useful bit of information.


Tags: cloud

jira-service-management

jira-service-management-cloud
GENERAR TICKET PARA ATENCION
Asked by HelpDesk AvalPeru Administrador:

Siempre tengo problemas al generar un ticket y es que no hay un link exacto para mi problema de CUENTA DESHABILITADA:


Answers:
author: Nicolas Grossi
body: [@HelpDesk AvalPeru Administrador](/t5/user/viewprofilepage/user-id/4613385) Podrias dar mas detalles de tu problema ?

Nicolas


Tags: jira-service-desk-unknown-hosting-type

jira-service-management

jira-service-management-unknown-hosting-type
Approvals and confirm identify with sign on
Asked by Travis Porter:

Is there a way if approval is needed that it prompts the user to login to Atlassian again or prompt SSO sign pages again to confirm identify before approving?


Answers:
author: Nadhila Savira
body: Hi Travis,

Nadhila from JSM here.

Yes of course! The following setting is available under your **Project Settings \> Customer Notifications \> Approval required**.

![Screenshot 2024-06-19 at 08.10.05.png](https://community.atlassian.com/t5/image/serverpage/image-id/330526i13176D6A5A50D04D/image-size/large?v=v2&px=999 "Screenshot 2024-06-19 at 08.10.05.png")

If you want to read more about this, please see [Manage settings for approval by email and chat.](https://support.atlassian.com/jira-service-management-cloud/docs/manage-settings-for-approval-by-email/)


Tags: cloud

jira-service-management

jira-service-management-cloud
Zendesk Notify Notification failed. Please try again later.
Asked by Johnny J:

Hi there,  

I can't add comments from Jira to Zendesk Support using Google Chrome. I've tried clearing cookies and adjusting settings, but the problem continues. It works fine on other browsers, just not Chrome. Please help.

![image.png](/t5/image/serverpage/image-id/330197iDA4918AEE9B9BFD5/image-size/large?v=v2&px=999 "image.png")


Answers:
author: Joseph Chung Yin
body: [@Johnny J](/t5/user/viewprofilepage/user-id/5522637)

Welcome to the community. Since it seems it is a custom integration that you have between JSM and Zendesk apps, you should contact Zendesk support or the provider of your integration between the two apps for technical support and troubleshooting.

Lastly, why are you using Zendesk while you are using JSM for issue management?

Please advise.

Best, Joseph Chung Yin

comments: author: Johnny J
body: Hey [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) thanks for you reply. I've reached out to Zendesk support as well, and it seems to be browser specific, as it works perfectly fine in Edge not just in chrome and safari.  

**Lastly, why are you using Zendesk while you are using JSM for issue management?**

To streamline communication between teams, so, agents can create JIRA tickets for customer issues and comment on Zendesk tickets directly within Jira, without needing to switch between platforms.


Tags: cloud

jira-service-management

jira-service-management-cloud