youngmon/atlassian-qna huggingface dataset:
Adding 2 custom fields that are coupled
Asked by chethana.harve:

How do I add 2 custom fields in an issue that are coupled to each other?

For example:

The fields are 'Employee name' and 'Expertise'. When I add the 'Employee name' field the 'Expertise' field also appears.

Additionally, I'd like to use a dropdown for 'Employee name' (dropdown uses a list of names that I can add to separately). 'Expertise' allows free form text.

Is this possible on Jira?


Answers:
author: Joseph Chung Yin
body: [@chethana.harve](/t5/user/viewprofilepage/user-id/5382462) -

How are you trying to maintain your setup, are you tracking your employees via individual issues (i.e. one issue for Bob's record, and another issue for Mary's record)?

If, so -

Out of the box, you will need to create custom fields for your env (assuming you have the site admin rights) -

1) "Employee name" - Typically, it should be a user picker data type (single user or multi-users). By default it pulls from your env on all the licensed users accounts automatically. So as long as you manage your users properly in the env, then you should be good to go). It is already a dropdown list format for the data type by default.

2) In addition to point #1, if you need to manage the dropdown list and not use the user picker data type, then you need to create the field using single select/multi-select dropdown list data type. You will have to manually update the dropdown list options every time a set of users needs to be added to the field. (This is done vis Systems \>\> Issues \>\> Custom fields UI)

3) "Expertise" can just be a single line of text data type.

In regards of showing both fields where when you populate the "Employee name" field then the "Expertise" field will be displayed. You will need to acquire third party add-on to implement the functionality. By default out of the box, it is not possible.

You can take a took at Scriptrunner for Jira and Scriptrunner for Jira's Behavior component. To use Scriptrunner for Jira's Behavior component add-on, you must have Scriptrunner for Jira add-on first.

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

[https://marketplace.atlassian.com/apps/1228522/behaviours-scriptrunner-for-jira-cloud?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1228522/behaviours-scriptrunner-for-jira-cloud?tab=overview&hosting=cloud)

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: jira-service-desk-cloud

jira-service-management-cloud
Add Teams mentioned in comment to Request Participants field
Asked by Zach Bowen:

Hello all,  

We heavily utilize the Request Participants field and would like to utilize "teams" for @mentions in comments to add them to request participants so when an agent needs to present an issue to a group of people this can be done via teams (which the teams can keep up to date)  

I followed and added the automation mentioned below to test with and it does the function but with the side effect of if an existing user in the request participants was not mentioned in the last comment it removed them from the field. Any way for this to be just an add function vs a replace?  

<https://confluence.atlassian.com/jirakb/automation-identify-users-mentioned-in-comment-and-add-them-to-custom-field-1283687360.html>


Answers:
author: Zach Bowen
body: Screenshot of automation![Screenshot 2023-12-08 at 10.43.34?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/295957iA9CFD5AE2A324A42/image-size/large?v=v2&px=999 "Screenshot 2023-12-08 at 10.43.34?AM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
Exporting from JXL
Asked by Bevis Hungate:

I understand the exporting function from JXL and I have successfully used it to export to Excel; however these exports don't look half as lovely as the reports do within Jira e.g. there's no conditional formatting, hierarchy indentations etc. Unfortunately we will need to export from JXL to provide these data to external bodies, and can't give them direct access to Jira. Does anyone know of a better way to export from JXL which retains some of the more attractive features? Very grateful for any ideas.


Answers:
author: Daniel Franz - JXL
body: Hello Bevis. Thanks for your question. I'll take this one, as I work on the team behind JXL.

Currently, there is no way to include these view preferences in your exports. We have planned to optionally include [conditional formatting](https://jxl.app/docs/guide/advanced-features/#conditional-formatting), [hierarchy](https://jxl.app/docs/guide/advanced-features/#issue-hierarchy), [structure](https://jxl.app/docs/guide/advanced-features/#custom-issue-structure), [grouping](https://jxl.app/docs/guide/advanced-features/#grouping-issues-by-field), etc. in our [export](https://jxl.app/docs/guide/managing-sheets/#exporting-sheets) feature. This is on our short to mid-term roadmap, so you can expect this to behave the way you need sometime in the first half of 2024.

Hope this helps.


Tags: addon-app.jxl

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Automatically export data from a JIRA project to Excel
Asked by RG:

Automatically export data from a JIRA project to Excel, for example once per day. Looking for a automation that export report from JIRA project and send to a group of email IDs.

How can we achieve this in our JIRA instance


Answers:
author: Aron Gombas _Midori_
body: [@RG](/t5/user/viewprofilepage/user-id/1870250) The [Better Excel Automation app](https://marketplace.atlassian.com/apps/1212797/better-excel-automation-for-jira?hosting=datacenter&tab=overview) perfectly supports your use case!

Here is the page about [how to generate and email an Excel file from Jira](https://www.midori-global.com/products/better-excel-automation-for-jira/data-center/documentation/configure-automation/send-excel) periodically.

![send-xls-config.png](https://community.atlassian.com/t5/image/serverpage/image-id/333721i089DAFE36D27C349/image-size/large?v=v2&px=999 "send-xls-config.png")

*(Discl. it is an app developed by our team.)*


author: MobilityStream
body: Hi [@RG](/t5/user/viewprofilepage/user-id/1870250) ,

Try our [Excel Online Integration](https://marketplace.atlassian.com/apps/1220350/excel-online-integration-for-microsoft-office-365) add-on. It has a scheduling function that allows you to export the data once per day. It supports downloads of Excel files to your desktop or data can be directly sent to OneDrive/O365. Exports can be one-time, scheduled, or real-time. You can also export a rich data set to create sophisticated reports (such as Assets, Changelogs, Projects, Sprints, Users, etc.). Everything is directly set up within Jira.

You could possibly also use Atlassian's Jira Cloud for Excel. However, Atlassian transitioned Jira Cloud for Excel and Jira Cloud for Sheets to maintenance mode, with enhancements discontinued, in summer of 2022 (background for Sheets [here](https://mobilitystream.com/why-move-from-free-app-jira-cloud-for-sheets-to-paid-google-sheets-integration/)). This has resulted in many user-reported issues and increased system unreliability. If reliable exports are important to your business, you are better off with a third party add-on.

Kind regards,

The Mobility Team


Tags: jira-service-management

jira-service-management-server

server
soma na automa??o
Asked by Raielle Pigozzo Mendes:

bom dia, estou tentando fazer uma soma de campos dentro de uma automa??o para definir a prioridade da minha demanda, porem n?o estou tendo sucesso

![log.png](/t5/image/serverpage/image-id/295942i537602AE4FA9BD46/image-size/large?v=v2&px=999 "log.png")

ao fazer o log esta ficando desta forma

segue tbm como estou fazendo

![regra 1.png](/t5/image/serverpage/image-id/295943i236B5738B2449E69/image-size/large?v=v2&px=999 "regra 1.png")

e como estou definindo minha vari?vel

int sum = {{issue.Tem gravidade}} + {{issue.Impede o uso do sistema}} + {{issue.Causa danos ao cliente}}


Answers:
author: Gabriel Rodrigues
body: Ol? Raielle,  
De acordo com a [documenta??o](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-math-expressions/), para usar uma express?o matem?tica ao configurar uma regra de automa??o, voc? precisa usar {{#=}}:

Nesse caso, a sua vari?vel *total* tem que ser definida da seguinte forma:

```
{{#=}}{{issue.Tem gravidade}} + {{issue.Impede o uso do sistema}} + {{issue.Causa danos ao cliente}}{{/}}
```

Outra maneira de defini-la seria utilizando a seguinte express?o:

```
{{issue.Tem gravidade.plus(issue.Impede o uso do sistema).plus(issue.Causa danos ao cliente)}}
```

Espero que tenha ajudado =)


Tags: cloud

jira-service-management

jira-service-management-cloud
Can anyone troubleshoot why my cron expression is firing at random?
Asked by Peter de Puy:

Hello!

I have a scheduled automation that is supposed to be triggered on the first day of April each year. This is my cron expressoin: 0 0 1 4 \* ?

For some reason that I haven't been able to figure out, the rule fires at random times throughout the year (which in turn generates a bunch of redundant service requests).

Any assistance would be greatly appreciated!


Answers:
author: Marc - Devoteam
body: Hi [@Peter de Puy](/t5/user/viewprofilepage/user-id/5170905)

I think this is the CRON you need:

**0 0 0 1 4 ? \*** or **0 0 0 1 APR ? \***


Tags: cloud

jira-service-management

jira-service-management-cloud
NPS For Jira Cloud
Asked by Shweta Singh:

I don't see the option to change 'rating type' to emoticon or stars in my app. The documentation states that there is an option but not for me.

App - <https://marketplace.atlassian.com/apps/1217893/nps-survey-for-jira>

Documentation reference: <https://candylio.atlassian.net/wiki/spaces/CSE/pages/2499543056/Email+Template+NPS>


Answers:
author: Dirk Ronsmans
body: Hi [@Shweta Singh](/t5/user/viewprofilepage/user-id/5330696)

You might want to reach out the app vendor support directly for this:

<https://candyliosoftware.atlassian.net/servicedesk/customer/portal/3>


author: Marc - Devoteam
body: Hi [@Shweta Singh](/t5/user/viewprofilepage/user-id/5330696)

Welcome to the community

Hi I tried the app and caon confirm the option is not in the General Tab.

So I would reach out to the vendor as [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602) already mentioned


Tags: cloud

jira-service-management

jira-service-management-cloud
Request participants do not receive notifications
Asked by Mariia Protsel:

Dear Team,

Our team faced the following issues:

- people mentioned in "Request Participants" field do not receive notification (we checked when customer submits the request via portal or when Agent adds someone)  
- Also, if customer use the option "Share with", the person who is shared with doesn't see this request in the portal.

I have already checked all settings but don't understand why it doesn't work.   


Answers:
author: Teja
body: Hi [@Mariia Protsel](/t5/user/viewprofilepage/user-id/5382344)

Welcome to Atlassian Community!

Could you please check the [customer permission](https://support.atlassian.com/jira-service-management-cloud/docs/edit-the-content-of-your-customer-notifications/) if that is configured rightly to send the notifications based on the events.

Thanks,

Teja

comments: author: Mariia Protsel
body: Hello Teja,

Yes, I checked everything, but request participants still don't receive notifications and don't see shared requests on the portal.

Best regards,

Mariia


Tags: cloud

jira-service-management

jira-service-management-cloud
Where do I register to receive security notifications?
Asked by George Schwartz:

I am looking to receive any Jira (On-Prem Data Center) related security notifications. Thank you in advance.


Answers:
author: Marc - Devoteam
body: Hi [@George Schwartz](/t5/user/viewprofilepage/user-id/5382338)

Welcome to the community.

You need to go to [https://my.atlassian.com.](https://my.atlassian.com)

When signed in go to email preferences and the tech alert settings.


Tags: jira-service-management

jira-service-management-server

server
Is it possible to make a default JQL search?
Asked by Jeremy:

I want to make a default JQL-search.

Is it possible in this screen:

![Schermafbeelding 2023-12-08 103744.png](https://community.atlassian.com/t5/image/serverpage/image-id/295911i48F0CB77D3DCBF8A/image-dimensions/604x34?v=v2 "Schermafbeelding 2023-12-08 103744.png")

Press: View open

![Schermafbeelding 2023-12-08 103906.png](https://community.atlassian.com/t5/image/serverpage/image-id/295910iE0CC7C840B771439/image-dimensions/445x123?v=v2 "Schermafbeelding 2023-12-08 103906.png")

Where this is the default Jira made JQL: **reporter in organizationMembers(test) AND project = 123 AND resolution is EMPTY AND "Request Type" is not EMPTY**

And I want this JQL: **Organizations = "test" AND status != Closed**


Answers:
author: Marc - Devoteam
body: Hi [@Jeremy](/t5/user/viewprofilepage/user-id/5174653)

Unfortunate these are set ootb options that can't be adjusted based on the system.

Organizations are also project bound and not global.

Also they are relate to the request type for a reason, as this is what is visible to a customer ( non-licensed portal user).

As the customer settings on a JSM can be changed on permission level if a customer is only able to share requests within it's own org or is able to search all orgs.

See more on documentation on Organizations [here](https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/)


Tags: cloud

jira-service-management

jira-service-management-cloud
Queues - managing multiple issues - expand possible actions
Asked by Helen Kristoffersen:

Hi,

I have a question regarding managing multiple issues in a queue:  

When you select multiple issues in a queue you have these actions to chose from: Assign, Watch/Stop watching, Delete, Add a comment and Link.

Is it possible to expand the variations of actions? E.g. change a variation within the topics set up in the columns in the queue.  

E.g. I have set up a queue and one of the columns sections is what Region an issues is placed - and I would like to select issues from the queue and be able to change the Region for the selected issues.  

Greetings,   
Helen, DK


Answers:
author: Marc - Devoteam
body: Hi [@Helen Kristoffersen](/t5/user/viewprofilepage/user-id/4631578)

No there are no options to extend these actions.

You could raise a feature request at Atlassian to have this feature for custom field options as well.

Request can be raised on: <https://jira.atlassian.com/>

comments: author: Helen Kristoffersen
body: Thank you, Marc - I will look into creating a request for this feature


author: Hannes Obweger - JXL for Jira
body: Hi [@Helen Kristoffersen](/t5/user/viewprofilepage/user-id/4631578)

if you're open to solutions from the Atlassian Marketplace, you may like the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2554852).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSM fields, like for example SLAs - much like you'd do in e.g. Excel or Google Sheets. As every JXL sheet is powered by a JQL statement, many of our customers use JXL sheets as an extension or alternative to queues - e.g. like so:

![jsm-field-edit.gif](https://community.atlassian.com/t5/image/serverpage/image-id/296034i05A1F2B7A8E319D0/image-size/large?v=v2&px=999 "jsm-field-edit.gif")

JSM use cases also often benefit from JXL's many advanced features, such as support for configurable *issue hierarchies* , to *issue grouping* by any issue field(s), *sum-ups* , or *conditional* *formatting.*

Any questions just let me know,

Best

Hannes

comments: author: Helen Kristoffersen
body: Thanks for your input, Hannes! I will bring to my team and tell them to check the marketplace - and we will get back to you if it is a solution we would be interested to implement :) Helen


Tags: cloud

jira-service-management

jira-service-management-cloud
Is it possible to work without a Resolution field in Jira Service Management?
Asked by Jeremy:

In Jira we don't use the resolution field. So when we change the status, we don't have to fill in an extra field. But when I look at the created vs resolved;

![Schermafbeelding 2023-12-08 092420.png](https://community.atlassian.com/t5/image/serverpage/image-id/295899iFEB369C77F1A1A26/image-dimensions/296x265?v=v2 "Schermafbeelding 2023-12-08 092420.png")

I have a resolved issues of 0.

I want to have this value up when I put the issues in status Closed. How can I fix this?


Answers:
author: Mohamed Benziane
body: Hi,

This report is based on the resolution field. So until an issue is not fill with a value the issue will not count as resolved.

So you need to add this field to your screen and just fill it when you close the issue.

comments: author: Jeremy
body: Thank you. I thought maybe our status Closed in the workflow is not set as Resolved status but this makes sense. Thanks!


Tags: cloud

jira-service-management

jira-service-management-cloud
Possibility of integration with JSM
Asked by Rekha Kumari:

Please provide possibility and documentation regarding below integrations:  
1) Integration with JAMF, and SaaS  
2) Configuration of a chat option for someone seeking helpdesk assistance. A helpdesk person will work with the requestor and a ticket will be created automatically from the chat.  
3) Integration of Barista with Jira  
4) Integration of Zabbix with Jira  
5) Third party portals for Catalogue orders  
6) Okta integration with Jira for authentication  
7) Integration of Intune with Jira


Answers:
author: Marc - Devoteam
body: Hi [@Rekha Kumari](/t5/user/viewprofilepage/user-id/5333406)

I don't want to be rude, but you can find most information on the topics by just googling it.

This specially on:

* Chat options, Slack and MS Teams integration is available ootb
* Okta can be used as an IDP
* Atlassian Marketplace apps can provide integrations for Intune, Jamf,
* API's are available for connections
* etc..

Or reach out to an Atlassian partner in your region to have a talk about the questions you have on the product.

[Partner network](https://partnerdirectory.atlassian.com/)

comments: author: Rekha Kumari
body: Hi Marc,

Thank you for this information.

=\> I found documentation for JAMF integration document but not found Integration document for SaaS.

=\> Virtual agent chat option required without using teams and slack so looking for the same if possible.

=\> I have not found integration document for barista and Zabbix.

=\> Okta can be used with Atlassian access


Tags: cloud

jira-service-management

jira-service-management-cloud
How to assign ticket to the agent who is online?
Asked by Neeraj_Prabhuram:

Hi all,

Is there a way to assign a newly created ticket to an agent who is online?

I used Load Balancer to assign a ticket to the group, but it takes into consideration the agents who are not online too. It would be better if the new ticket is assigned to the agent who is online with the least number of open tickets in that particular group.

Any ideas on how can I achieve this or possible workarounds?


Answers:
author: Marc - Devoteam
body: Hi [@Neeraj_Prabhuram](/t5/user/viewprofilepage/user-id/5382046)

Welcome to the community.

You might want to see to integrate On-Call (opsgenie) in your JSM.

Here you will be able to create teams and set on-call schedules. In theses schedules you will be able to define who is working when.

In you automation you could then set the assignee option to "on-call responder", you are then able to select the team and the related schedule of the team.

[use-opsgenie-with-jira-service-management-cloud](https://support.atlassian.com/opsgenie/docs/use-opsgenie-with-jira-service-management-cloud/)

comments: author: Neeraj_Prabhuram
body: Hi Marc, thanks for your response.

We have our integration with Opsgenie in our JSM and have followed all the steps you have mentioned.

Now, the problem is when more than 1 agent is working on the same shift timings. The ticket keeps getting assigned to the same agent.

We'd like the tickets to be assigned to the agent with the lowest number of open tickets. We couldn't find an option that does this.

The expected solution is that the ticket should be assigned to the agent who is on shift (achieved by Opsgenie) and also who has the least number of open tickets.


author: Marc - Devoteam
body: Hi [@Neeraj_Prabhuram](/t5/user/viewprofilepage/user-id/5382046)

I don't think these can be combined at this monment.

This also when reading another older post on the community -\> [Create-a-round-robin-on-call-schedule-in-Opsgenie](https://community.atlassian.com/t5/Opsgenie-questions/Create-a-round-robin-on-call-schedule-in-Opsgenie/qaq-p/1682555)

There is also an open feature request for this -\> [JSDCLOUD-13054](https://jira.atlassian.com/browse/JSDCLOUD-13054)


Tags: cloud

jira-service-management

jira-service-management-cloud
How to assign tickets to the agent who has least tickets?
Asked by Neeraj_Prabhuram:

Hi all,

Has anyone managed to get tickets that are newly created automatically assigned to an agent who is ONLINE at that point in time?

I have figured out the "On-call responder" and successfully created a Shift schedule and all that, but it keeps on assigning to just the same agent who is on the shift even though there is more than 1 at that particular time.

The expected solution is that the ticket should be assigned to the agent who is on shift and also who has the least number of open tickets.

Any ideas on how can I achieve this or possible workarounds?


Answers:
author: Dan Breyen
body: I'm wondering if your issue is related to this ticket on Atlassian's Jira site: [AUTO-907](https://jira.atlassian.com/browse/AUTO-907)

Seems like there's some issues with the way tickets are being assigned.

I'd suggest opening a ticket with support (support.altassian.com/contact) and get their input to see if it's related, or a different issue.


Tags: cloud

jira-service-management

jira-service-management-cloud