youngmon/atlassian-qna huggingface dataset:
How to define Customer comment SLA
Asked by Ran Wronsky:

Hello,

I have a project in which want to set 2 SLAs.

The first is simple for first response on a ticket and is time based, using creation and exit criteria is entering status which does the job great.

The other is a bit more challenging to do:

I'm trying to have a SLA of 1 hour to assure the customer is getting an update every hour at the latest, for as long as the ticket is open (not done)

When selecting start counting time when comment: for customers, and finish counting when status entered is done, I see no SLA on my project queue.

I assume a comment in the "Reply to customer" will address any "customer" as I have no such field used at the moment.

Any help will be appreciated.


Answers:
author: Jack Brickey
body: hi [@Ran Wronsky](/t5/user/viewprofilepage/user-id/4926973) , if I understand your end goal you want to notify the agent if they have not updated the customer within an hour. Is that a correct restatement of your goal? If so then I would not do this with an SLA, and in fact you cannot. Rather, II would use Automation.

1. create a custom date field and name it as desired, e.g. "last customer comment".
2. create an automation rule that triggers when a comment is made to an issue and add a condition that checks if the comment was public
3. if so the update the date field with now()
4. create another rule that runs hourly with a condition to check if the "last customer comment" is \<= {{now.minusHours(1)}}. if so an action would email assignee

this is just an idea that will need refinement and testing. i think you will also want to have conditions where the status is not waiting for customer possibly. or you need to consider certain transitions as being notifications to customer.


author: Valerie Knapp
body: Hi [@Ran Wronsky](/t5/user/viewprofilepage/user-id/4926973) , thanks for your question.

I had a look in the Automation library and I wondered if some variation of this rule might work for you - <https://www.atlassian.com/software/jira/automation-template-library#/rule/1357152/25938854>

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/333861i05D25F9A08DCAE15/image-size/large?v=v2&px=999 "image.png")

So here \^, you could have an SLA that is hopefully for a small number of issues called hourly update, and if the issue isn't updated with a customer comment within the hour, to be breached and to send a slack message to your team prompting them to reach out to the customer.

Would that work, do you think?


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira Reporting - all issues created by company email addresses ending with abc.com.au
Asked by Dean B:

**I'm using abc.com.au as an example to share details about what I'm trying to do.**

Hi there,

We have a client (abc.com.au) who has several employees who raise issues in our Jira Portal. We're trying to run a report that shows the total number of issues raised in the last FY by the company (not a single employee but multiple employees).

I have tried various filters but none of them are giving me accurate information. Has anyone got an idea or has something similar?

Kind regards,

Dean


Answers:
author: Trudy Claspill
body: Hello [@Dean B](/t5/user/viewprofilepage/user-id/3100908)

Do you group your JSM customers into Organizations and set the Organization of each ticket? If so you could base your search on the Organization field.

Otherwise you would need to implement an Automation Rule to parse the domain portion of the reporter's username/email address and store that in a separate custom field in the issue. Then you would search based on that field.

comments: author: Dean B
body: Hi [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) ,

Thanks for the prompt reply. Currently, we don't group JSM customers into Organisation but your suggestion makes sense for the reporting purpose.

Is there a way I can do a bulk update on JSM customers with abc.com.au domain email and add them to an organisation in one go?

Also note, the Organisation needs to be setup at a Global level not at each project level as the JSM customers submit issues for multiple projects.


author: Trudy Claspill
body: There is not, apparently, a method in the UI to bulk add pre-existing customers to Organizations in JSM, as per

<https://jira.atlassian.com/browse/JSDCLOUD-9265>

It mentions a couple of work arounds.

It also references this article:

<https://community.atlassian.com/t5/Jira-Service-Management-articles/Managing-customers-and-organizations-on-Jira-Service-Management/ba-p/2677857#M4206>


Tags: cloud

jira-service-management

jira-service-management-cloud
Filter Subscription to .xlsx to mail
Asked by GiorgosTsav:

Hello Community,

What is the requirement -\> the results of a filter subscription to create an .xlsx and then this .xlsx to be sent (mail) to certain people inside the organization.

Thank you in advance.


Answers:
author: John Funk
body: Hi [@GiorgosTsav](/t5/user/viewprofilepage/user-id/4735876) - Welcome to the Atlassian Community!

You can create a filter/ query and then create a Subscription to the filter to have it emailed to people based on your schedule.

comments: author: GiorgosTsav
body: Hello [@John Funk](/t5/user/viewprofilepage/user-id/7148) what about the creation of the .xlsx file; This is what i have been trying to figure out.


author: John Funk
body: If you want an XLSX - while you are on the filter, click the Export button and choose Export XLSX.


author: Joseph Chung Yin
body: [@GiorgosTsav](/t5/user/viewprofilepage/user-id/4735876)

Welcome to the community. I agreed with what [@John Funk](/t5/user/viewprofilepage/user-id/7148) stated in his response. As far I know (out of the box), the excel (i.e. CSV) export is conducted manually by users. You may want to search in Atlassian Marketplace for possible add-ons to provide you with the functionality that you need -

[https://marketplace.atlassian.com/search?hosting=cloud\&product=jira-service-management\&query=Excel](https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=Excel)

Hope this also helps.

Best, Joseph Chung Yin

comments: author: GiorgosTsav
body: Thank you [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) . The point is not to manually export the file and create it. On the contrary looking for an automated - scheduled way, through API or don't know what else.


author: Joseph Chung Yin
body: [@GiorgosTsav](/t5/user/viewprofilepage/user-id/4735876) -

Unfortunately, it is not possible without a third party add-on or develop your custom REST API development (this will required a good level of technical programming skills/experiences).

Sorry.

Best, Joseph


author: Joseph Chung Yin
body: [@GiorgosTsav](/t5/user/viewprofilepage/user-id/4735876) -

Hope both John and my suggestion helped you. If so, please remember to click on "Accept answer" to our postings, so others with similar asks will see the posting as an answered one.

Best, Joseph


Tags: data-center

jira-service-management

jira-service-management-data-center
Auto issue creation using JIRA automation
Asked by Sakura Yamada:

I have integrated JIRA with Gitlab and trying to raise issue in JIRA using automation when build fails in Gitlab. Please find the images for the rules created for JIRA automation. But I am not able to raise the issue using automation. Rule is not even triggered. Can anyone help me to solve this issue.![Untitled.png](https://community.atlassian.com/t5/image/serverpage/image-id/140389i4846357469E477F4/image-size/large?v=v2&px=999 "Untitled.png")![Untitled1.png](https://community.atlassian.com/t5/image/serverpage/image-id/140388i4CF956F81341F12F/image-size/large?v=v2&px=999 "Untitled1.png")


Answers:
author: Andreas Knecht
body: Hi [@Sakura Yamada](/t5/user/viewprofilepage/user-id/4363269) ,

Please see my answer over at <https://community.atlassian.com/t5/Jira-questions/Re-Re-Auto-issue-creation-using-JIRA-automation/qaq-p/1675192/comment-id/480359#M480359>

Cheers,  
Andreas


Tags: gitlab

integration

jira
Help Needed with Creating Tickets Between Two Instances
Asked by Edgardo Ibarra:

Hi everyone,

We're facing an issue with creating tickets between two Jira instances. We're using a custom email for this process in both projects. However, when we add a comment to any of the created tickets (which should appear as a comment in the corresponding ticket), it instead creates a new ticket, breaking the conversation thread.

I believe this might be related to the ticket subject, as each ticket has an issue key corresponding to its project, and Jira uses this to determine whether to add a new comment or create a new request.

Has anyone else experienced this issue? Is there an alternative solution or any suggestions on how we can resolve this? Any information would be greatly appreciated.

Thank you in advance!


Answers:
author: John Funk
body: Hi Edgardo,

What are you using to connect the two instances? If it is an add-on, have you contacted the vendor?

comments: author: Edgardo Ibarra
body: Hi John, I hope you're well.

The instances are not really "connected"; what we are doing is creating an issue with the project's email as the "reporter" with the intention of creating an issue in the project of the other instance. This way, we can maintain a back-and-forth through public comments. However, it hasn't been possible so far because each comment creates a new issue. I understand this has to do with the issue's subject.


author: John Funk
body: Thinking that maybe if you include both issue keys in the subject, that might help to keep it from creating it in the other instance. But you would have to experiment with that also.

Or you might consider an add-on like Exalate, which is designed to do what you are doing. I have not used it directly, but hear good things about it.


author: Jack Brickey
body: Hi [@Edgardo Ibarra](/t5/user/viewprofilepage/user-id/5267716) , indeed the email subject is key. Ensure that the subject has the issue key and Sunnmary of the issue.

comments: author: Edgardo Ibarra
body: Hi Jack, thank you very much for your help.

Yes, the issues have the subject and the issue key because this cannot be removed from customer notifications. However, this causes each new comment to create a new issue in the opposite project. If you know anything that could help with this, I would really appreciate it.


Tags: cloud

jira-service-management

jira-service-management-cloud
Why can I read a field value with Manual trigger but not Issue Updated trigger?
Asked by Joe Morris:

TL;DR: Is there something about the Manual trigger that provides more access to information about the issue, as compared to the Issue Updated trigger?

Details:

I'm trying to set up a Automation for Jira (Server) rule to run whenever a field is updated. Because it is a field type created by the [Secure Fields add-on](https://marketplace.atlassian.com/apps/1212681/secure-fields-data-security-privacy?hosting=server&tab=overview), I had to manually configure it to post an "Issue Updated" event; they do not do so by default, and the developers of that add-on said they don't post the field's value in the event data by design. But that should be ok for my purposes.

I built the automation rule using the Manual trigger for testing, and reading the value of the secure field in question via the smart value {{customfield_10925.value}} works fine; I output the value to the audit log right at the start of the rule.

I switched the rule over to the "Issue Updated" trigger, then changed the value of that field in an issue. In the audit log, I can see that the rule was triggered, but the value I'm writing to the log for the custom field value is blank/empty.

Any ideas why that might be happening? I appreciate your time and assistance!

UPDATE:

I have discovered that reading \& logging the secure-field value based on the "Issue Updated" trigger works fine when a built-in field type value is updated, but the value is still read as empty/null when the value of any secure field is updated. I don't really understand how/why that could be, when I can still read other things about the issue in both cases (e.g. {{issue.properties.PrevFieldValue}} that I set earlier), so clearly I have access to the correct issue in both cases.

I am working with Coresoftlabs, the makers of the Secure Fields add-on, but no luck yet, so I still appreciate any suggestions any of you might have!


Answers:
author: Bill Sheboy
body: Hi [@Joe Morris](/t5/user/viewprofilepage/user-id/3682475)

From what you describe of the data being available with the manual trigger and not available with the issue updated trigger, I wonder if it is one of two issues: the API doesn't have the data or a racetrack condition where it isn't loaded yet.

If it is the API, you probably cannot do anything about it until your add-on vendor works with Atlassian to improve it. (Although, I guess you could possibly work-around with a web request to the REST API to update the issue... seems hackery.)

For the racetrack condition, you could try adding a Re-fetch action after the trigger. That would slow down the rule and reload the data before you try to access it.

Best regards,

Bill

comments: author: Joe Morris
body: Wow, fantastic suggestion [@Bill Sheboy](/t5/user/viewprofilepage/user-id/1685313)! It turned out to be a race condition; adding a "Re-fetch issue data" at the top resolved the problem, and now the values are all being logged correctly.

Thank you again for your help!

-Joe


Tags: cloud

secure-fields

trigger
jira smart values sprint linked page
Asked by Driss AIT OUGHLAD:

Hello,

Do you know please if we have a way to put in a mail created by jira automation linked pages of a Sprint?

thanks


Answers:
author: Bill Sheboy
body: Hi [@Driss AIT OUGHLAD](/t5/user/viewprofilepage/user-id/2847615)

I do not think you can do that through actions yet. There is a suggestion to add Confluence integration to automation: <https://codebarrel.atlassian.net/browse/AUT-269>

However... Have you created pages from the Jira sprint interface, and noted if there is any pattern to the URL for the project and sprint? If so, perhaps you can build the URL yourself, using the sprint name smart value.

Best regards,

Bill


Tags: cloud
Can a request type be used in more that 1 automation rule using Legacy Automation in JSM?
Asked by Jason Phillips:

1.We have an automation rule to update the Request Type (based on the issue type) when a status changes and the Request Type is empty.

* example: Type=incident then update requet type to "Get IT Help - Incident"
* example: Type=SR then update requet type to "Get IT Help - SR"
* example: Type=SR with approvals then update requet type to "Get IT Help - SR with approvals"

2.I want to create an automation rule that will update the Request Type when it is empty upon ticket creation and set it to the same request type (based on the issue type) as in the above automation but, those Request Types are not listed.


Answers:
author: Curt Holley
body: Hi [@Jason Phillips](/t5/user/viewprofilepage/user-id/2316614)

What do you mean by legacy automation? Do you mean the plug-in version for on-prem JSM etc.?

Certainly with cloud based automation for Jira you could do your 2 easily.

**For example:**

*When issue created*

*If issue type = SR*

*then edit issue field "request type" to be "Get IT Help - SR"*

you could use the If/else condition to have one rule do all request types.
Can Automation for Jira trigger across Linked Jira Instances?
Asked by Malka Jackson [Isos Technology]:

We are setting up a federated Jira instance with two data server versions of Jira. We are curious if we can set up an Automation for Jira rule to trigger an update on an issue in one Jira project based on an edit to an issue in a project on the other instance of Jira if the issues are linked.


Answers:
author: Ravi Sagar _Sparxsys_
body: Hi [@Malka Jackson \[Isos Technology\]](/t5/user/viewprofilepage/user-id/4277768)

You can use Automation to make a web request along with webhooks to integrate those instances.

Ravi

comments: author: Darryl Lee
body: Yeah, it'd be cool if this was built-into Automation. But no: [AUT-176 - Add support for remote issue links](https://codebarrel.atlassian.net/browse/AUT-176)

Related questions:

* [automation action to link remote ticket](https://community.atlassian.com/t5/Marketplace-Apps-Integrations/automation-action-to-link-remote-ticket/qaq-p/1254185) - link to feature request above.
* [Automate the creation of issue in a federated JIRA from the creation of issue in the other JIRA](https://community.atlassian.com/t5/Jira-questions/Automate-the-creation-of-issue-in-a-federated-JIRA-from-the/qaq-p/741472) - suggestion of using [Exalate](https://marketplace.atlassian.com/plugins/com.exalate.jiranode/overview) to do this.


Tags: federation

issue-link
Automation for Jira - Identify is a ticket exists or should be created
Asked by Adrienne McCoy:

Hello,

I am using Jira Server.

I need to create an automation where I create a ticket in one project, project A.

There will be an ID # on the ticket (which will a free text field).

I also need a ticket in project B. There are two scenarios:

1. A ticket in project B does already exists, in which the newly created ticket in project A will link to it - and it will recognize that it exists by the ID #.
2. A ticket in project B does ++not++ already exist, in which automation for jira will create a new ticket in project B - recognizing that a ticket does not exist by using the ID #.

Is this possible?

I truly appreciate any help or direction!

Best,

Adrienne


Answers:
author: Curt Holley
body: Hi, may I just check I have your scenario right?

Are you saying you always need a ticket (with the same opportunity ID) in both Projects A and B?

or

You need to have matching tickets in A and B only when an opportunity ID is present?

or....something else?

Another question. Is one project considered the master (where the content should be created)?

One issue perceive with using a free format field as the unique identifier for automation is; How will this field be controlled? as people can put anything into it. This could lead to automation creating and or linking tickets and creating redundancy, confusion and overhead (to tidy up).

That said, this should be doable with automation. But the free format field as the unique ID at the centre of it.....worries me.

comments: author: Adrienne McCoy
body: Hi Curt!

Thank you for the response.

I will always need a ticket with the same opportunity ID in both projects.

I just need a way to recognize if the ticket already exists or not when a new ticket is created in project A, and if it does not exist, create it.

If it does exist, link it to the ticket in project A.

Project A would be considered the master, where the content should always be created.

I'm hesitant to use a free text field as well, but since the opportunity ID numbers can be endless, I unfortunately can't use a context.

Thank you!


author: Curt Holley
body: OK, cool.

Final question; Why the two projects? wouldn't it be easier to run all Opportunities out of one project? Perhaps spread over multiple Boards/Teams/Components.

Anyway, have you tried what Bill suggested over here? [Automation for Jira - Automation to link tickets w... (atlassian.com)](https://community.atlassian.com/t5/Automation-questions/Automation-for-Jira-Automation-to-link-tickets-with-same-field/qaq-p/1667785)


Tags: jira-server
Automation for Jira - Automation to link tickets with same field value
Asked by Adrienne McCoy:

I'm looking to create an automation in two separate projects in which one field in project A has an allocated resource ID # (the field would not have a set context, as the ID #s could go on and on).

Once I set the resource ID #, I would like to set up an automation to link it to another project ticket where the same field has the same allocated resource ID #.

Is this possible with automation? Can anyone give me a recommendation on where to start?

It is much appreciated!

Thank you!


Answers:
author: Bill Sheboy
body: Hi [@Adrienne McCoy](/t5/user/viewprofilepage/user-id/4138092)

Yes, this is possible. Please note that for global / multi-project spanning automation rules, there are licensing limits on how many executions you can have per month. These sources explain how that works for the different levels. I cannot tell if you are on the Cloud or Server/Data version, so I'll assume Cloud for now.

* <https://support.atlassian.com/jira-software-cloud/docs/how-is-my-usage-calculated/>
* <https://support.atlassian.com/jira-cloud-administration/docs/explore-jira-cloud-plans/>

Now, how would you do implement this...

* Create an automation rule triggered on a change to your reference ID # field
* If there was a prior reference ID # value, you probably want to remove the existing linkage
* Using Jira query language, JQL, search to find the matching issue with the reference ID #
* Create the link

To help you get started, here are some example rules and documentation sources. If you need more help, post an image of your rule and the community will help.

* <https://www.atlassian.com/software/jira/automation-template-library#/label/all/1453>
* <https://community.atlassian.com/t5/Automation-articles/Jira-Automation-all-the-resources-you-need-in-one-page/ba-p/1388465>

Best regards,

Bill


Tags: app

jira
Sudden error when using custom field as email address
Asked by Dax Tulpenventer:

Hi,

We've got an Automation rule which saves the email address of a customer to a custom field upon using our online form. This part works fine.

The part which is giving an error is when we want to use this email address to create a new customer. The point of this step is to be able to send the customer an email when our agent has responded to their request. This Automation has been running smoothly for over a year, but now we get an error every time it runs. I'm unable to detect what's creating this error. Please help.

The relevant steps of our Automation:  
![1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/139304i1F845372B518ABAA/image-size/large?v=v2&px=999 "1.PNG")

Basically it goes

1. save certain part of e-mail text as customer name in custom field 10042
2. save certain part of e-mail text as customer email address is custom field 10046
3. change channel to 'web form'
4. refresh issue data
5. create new customer using both custom fields mentioned above

Step 5 is where the error occurs. Below the details of this step.

![2.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/139306iD1730DFAC2119727/image-size/large?v=v2&px=999 "2.PNG")

As said these settings have been working for over a year, up until a few days ago.

The log says this:

![3.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/139308i57EFB0CBA761CE06/image-size/large?v=v2&px=999 "3.PNG")

Which translates to: *"Error while creating new customer: The request is invalid. Check if your request contains all the necessary parameters and if these are valid. (email: you have to use a valid email address)"*

I have checked the contents of the field and it just contains the email address as intented, nothing less, nothing more.

Thank you for your help.


Answers:
author: avo
body: Hey [@Dax Tulpenventer](/t5/user/viewprofilepage/user-id/2938998) I'd suggest reaching out to support to get this fixed as this one looks quite gnarly: <https://getsupport.atlassian.com/>  

Suggesting this as the rule was working previously.  

Another thing to consider is if any of the custom fields you're using have changed recently.

comments: author: Dax Tulpenventer
body: Thank you Avo, I will.


author: Darryl Lee
body: Hi, can you try adding a "Log action" action to the rule that includes {{customfield_10046}} to validate what the Automation rules engine thinks is getting sent?

comments: author: Dax Tulpenventer
body: Hello Darryl,

Thank you for responding.

I have added a log action for {{customfield_10046}} and it gives me the email address I used in our contact form. No extra spaces or anything like that.

Component  
Customer email: {{customfield_10046}}

Log  
Customer email: test@test.test


Tags: custom-field

customer

email