youngmon/atlassian-qna huggingface dataset:
Automation Condition not working - a bug?
Asked by Evaldas:

Hello everyone. I don't understand - what am I missing or why the "Related issues condition" doesn't work?

A simple Automation: when an Issue is transitioned to "In Progress" in one project, check related issues (that are "caused by" this issue) and if they are in "Sent", then transition them to "In Progress" as well.

![image.png](/t5/image/serverpage/image-id/342901iACE02FD444E9CE3F/image-size/large?v=v2&px=999 "image.png")

\* As my Issues are linked between 2 different Projects, so yes, the Automation Scope is Multiple-projects (the proper ones :) ).

\* Workflows are aligned (you can transition from "Sent" to "In progress")

\* Upon debugging, I added a simple "Issue field" condition with Audit log action and the related Issue is FOUND and with status "Sent":

![image.png](/t5/image/serverpage/image-id/342887i40B59FB556EBD3F3/image-dimensions/244x257?v=v2 "image.png")

\* Event the problematic "Related issues condition" with "Matching JQL" finds that related Issue:

![image.png](/t5/image/serverpage/image-id/342893iE16B50FA57001860/image-dimensions/218x343?v=v2 "image.png")

SO WHY it doesn't pass in Automation and doesn't do next action??

![image.png](/t5/image/serverpage/image-id/342897i7E76D1F5CB1F9BDC/image-size/large?v=v2&px=999 "image.png")

And yes, if I change condition to "Issue field" condition, automation works fine:

![image.png](/t5/image/serverpage/image-id/342900iE6ED3BD1FB0CBDDD/image-dimensions/329x470?v=v2 "image.png")

![image.png](/t5/image/serverpage/image-id/342902iDD4C7FDADDA9DF51/image-dimensions/195x304?v=v2 "image.png")

But I want to understand what I am missing with that "Related issues condition"


Answers:
author: Mark Higgins
body: Hi [@Evaldas](/t5/user/viewprofilepage/user-id/478179),

It could be as a result that automation cache the information at the start, and if you edit something, then you need to refetch the data?

<https://support.atlassian.com/automation/kb/usage-of-refetch-component/>

It doesn't look like you are editing, however may be worth a look.

Mark

comments: author: Evaldas
body: Hi, [@Mark Higgins](/t5/user/viewprofilepage/user-id/3517340) , I've changed that Automation to use "Issue field" condition (as I've wrote above), so I don't want to rechange and retest, however, I'm not doing any editing on the related issue that I'm checking, so refetching doesn't seem as needed... and what's more - the "v2" automation differs from v1 only with that condition type and works without refetching.. so it must be smth with that "Related issues condition"..


Tags: cloud

jira-service-management

jira-service-management-cloud
Wrong user displayed in tickets
Asked by Claus-Peter Eberwein:

Hi there,

we have a pretty strange problem with our JIRA ServiceDesk.

Everytime somebody answers to a ticket via mail with a non registered user, then it shows a specific internal user instead of it.

That's pretty confusing and annoying. I would expect that it should show something like "unregistered user" or something like that.

Does anybody know about this problem or where to configure that? I can't find anything.

Thanks in advance!


Answers:
author: Anandhi Arumugam
body: Hi [@Claus-Peter Eberwein](/t5/user/viewprofilepage/user-id/2424518) Welcome to the Community!

1) If you are using System Mail Handler, Please check your mail handler configurations to see if there is a default user that you set as reporter.

2) If you are using the built in mail handler within service project, please follow this documentation and set the Customer permissions so that the reporter is captured.

<https://support.atlassian.com/jira-service-management-cloud/docs/what-are-the-customer-permission-settings-for-email-requests/>

Hope this helps!

comments: author: Claus-Peter Eberwein
body: Hi [@Anandhi Arumugam](/t5/user/viewprofilepage/user-id/5552450)

thank you very much for these suggestions.

1) was the answer I was looking for and I found that this specific user was set as default reporter there.

No I have a follow-up-problem/question:

Is there no possibility to change this to "nothing" so that it shows something like "unregistered user" or something similar?  
As far as I now unterstand, I have to set some existing JIRA-User here, and so if I change this, it will just be "another wrong user"

Thanks in advance for your response.


Tags: cloud

jira-service-management

jira-service-management-cloud
issue/ticket is not linking to another ticket/issue
Asked by Shreekant Singh:

hi can any one help me?, i am new to jira, not sure why i am not able to link any issue from a particular project(KSD) to any project


Answers:
author: Susan Waldrip
body: Hi [@Shreekant Singh](/t5/user/viewprofilepage/user-id/5572969) , Welcome to the Community!

Would you please post a screenshot of what you're trying to do and provide a little bit of explanation? That would help us help you! ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Issue Field titles some are displayed as plaint text DIVs some are H2s
Asked by Boris Zozoulia:

He community

Recently I started noticing - that some fields in the agent issue view are displayed as bold text (H2), and some are as plain divs, which makes it difficult to separate visually field names from the actual filed content .

I have just created a new sample field - and its displayed as bold one on my form right away.

Previously all of the fields were somehow visually highlighted in a bolder smaller font![fild-titles.png](https://community.atlassian.com/t5/image/serverpage/image-id/342849i18161F0F578FD98B/image-size/large?v=v2&px=999 "fild-titles.png")

Any one noticed the same?


Answers:
author: Andy Heinzer
body: Hi [@Boris Zozoulia](/t5/user/viewprofilepage/user-id/4381887)

I'm not sure what might be causing this behavior. But I have created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-317205>

From there I think someone from our JSM support team can take a closer investigation of this problem.

Andy


author: Christopher Yen
body: Hi [@Boris Zozoulia](/t5/user/viewprofilepage/user-id/4381887)

Now that you mention it I am experiencing this too in my instance

under inspect they all seem like they should be H2's but most are just showing with the same formatting as the values. Going to submit a ticket and see what support says

![2024_08_20_20_54_27_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/342855iE7DA0590762C64EC/image-size/large?v=v2&px=999 "2024_08_20_20_54_27_Window.png")

comments: author: Boris Zozoulia
body: Glad im not the only one :D


author: Adrian Ohler
body: [@Boris Zozoulia](/t5/user/viewprofilepage/user-id/4381887) we're experiencing the same thing in our Cloud instance. I've noticed that it's only affecting long text fields. Did you get an answer from Atlassian?


author: Boris Zozoulia
body: Hi [@Adrian Ohler](/t5/user/viewprofilepage/user-id/1746602) - yes - for some reason Atlassian devs believe that long multiline fields, either plaintext or reach HTML text - have to be highlighted in the different style in UI.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can a Transisition I make available to the customer be hidden based on validation/conditions?
Asked by Calvin:

Hi all, basically I have this transition for the customer only, but I want it to appear only for one request type and not another.

I tried adding a condition in the workflow so that "Request Type" = "Request type name" but it seems to either always appear for both request types or for neither.

Was hoping to sanity check if maybe I'm doing the string compare incorrectly, or if customer transitions bypass validations/conditions.

Thanks!


Answers:
author: Maciej Dudziak _Forgappify_
body: Hi [@Calvin](/t5/user/viewprofilepage/user-id/4851947)

I have tried using the Value Field Condition in the past with various options---such as name and ID---but it didn't work for me. However, I do know what does work. You can use a Jira expression-based condition and use the following expression:

```
customerRequest.requestType.id == 34
```

You can find the request type ID by looking at the URL of the request type form settings page.   
Go to: Project settings -\> Request types -\> Click on a chosen request type; the URL contains the ID, e.g.:  
<https://example.atlassian.net/jira/servicedesk/projects/KEY/settings/request-types/request-type/>**34**/request-form

I am from Forgappify, and we developed Jira Expression Validator, which is part of the [Workflow Building Blocks for Jira](https://marketplace.atlassian.com/apps/1233642/workflow-building-blocks-for-jira?hosting=cloud&tab=overview) free app. Maybe you could try that.

I hope it will help.

Cheers

comments: author: Calvin
body: Thanks mate, I ended up taking the easy way out creating a normal field that I check against. But I know I will definitely need this in the future, so this is great. I've saved it on my side for use. Cheers


author: John Funk
body: Hi Calvin,

Just to clarify, Conditions will hide the transition. Validators will still show the transition, but will fail with an error message if the Validator is not meet.

Having said that, can you share a screenshot of the Condition you have created?


Tags: cloud

jira-service-management

jira-service-management-cloud
Tracking performance of knowledge articles by external users / customers
Asked by Karen Hook:

The tracking of engagement with knowledge articles created appears to be only for internal / organisation user traffic.

No login is required. All customers with a link can access the articles.

Can you track and monitor external / customer engagement with knowledge articles? Only basic analytics are needed. Number of times article is accessed by external / customer traffic. This can be total - does not need to be unique visitors.

Also how can we report on search terms used by external / customers to find articles? Need to filter out internal / organisational users.


Answers:
author: Lisa Forstberg
body: Hi [@Karen Hook](/t5/user/viewprofilepage/user-id/4710571) ,

Welcome to the community!

I think this will get you what you want:

* The standard Project report called "Requests deflected" will tell you how many "this was helpful" - votes you got over a chosen time period and also how many articles were viewed over that period. (project left bar \> Reports)
* the "Request Resolved" Report will give you some additional clues
* Project left bar \> Knowledge base list your articles and count how many views they've had.

See more [doc here](https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/knowledge-management#how-to-get-started)

All the best

/Lisa


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud
Setup Dashboard to show near to SLA Breaching Tickets
Asked by Raj Patllola:

How to setup Dashboard to show near to SLA Breaching Tickets in individual/team queue.


Answers:
author: Christopher Yen
body: Hi [@Raj Patllola](/t5/user/viewprofilepage/user-id/5572818) welcome to the community!

Assuming the SLA is the resolution SLA you can set a filter count or results list for JQL of "Time to resolution" \<= "1h" on top of the team queue JQL query to see tickets that are about to breach in 1 hour or less, or have already breached the SLA


Tags: cloud

jira-service-management

jira-service-management-cloud
How to write the Edit Issue section of Automation after creating a Lookup table
Asked by melissa_cheney:

In Jira Service Management Cloud, I have a list custom field: Community (id 10175). The information in this field is the Key in the lookup table (tableBoardEmail) created. I need to populate Email Address custom field (id 11123) with the matched email address as the Value in the table.

Example

Community (customfield_10175) = Test Community

Email Address (customfield_11123)= TestCom@test.email

The Automation starts with a Form submission and automations run to populate various fields including Community, that is why there is a delay and refetch. The log in the automation rule shows the Community field is populated at the refetch.

The Email is Not being populated from the table. I am missing something but cannot find any information so far which has provided me the modification required.


Answers:
author: melissa_cheney
body: My images did not load..... Trying again.

![Email Update Auto 1.png](https://community.atlassian.com/t5/image/serverpage/image-id/342832i853283D5771B458A/image-size/large?v=v2&px=999 "Email Update Auto 1.png")![Email Update Auto 2.png](https://community.atlassian.com/t5/image/serverpage/image-id/342833i26F4384571221368/image-size/large?v=v2&px=999 "Email Update Auto 2.png")![Email Update Auto 4.png](https://community.atlassian.com/t5/image/serverpage/image-id/342834i0D6904DA4AAEF9B7/image-size/large?v=v2&px=999 "Email Update Auto 4.png")![Email Update Auto 3.png](https://community.atlassian.com/t5/image/serverpage/image-id/342835i8CFC00FD23226480/image-size/large?v=v2&px=999 "Email Update Auto 3.png")

comments: author: melissa_cheney
body: This is working successfully now. Not sure why.....


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: Actor = User Triggered, Trigger = Comment - Customer issues
Asked by Erin B:

This is a bit of a specific one, hence the keyword dump in the title.

Here's my scenario, maybe someone has run into it before.

I am writing a rule so if an agent makes an external comment on a ticket that is a Major Incident, the agent's comment is propagated to issues that are linked to that issue.

Customer-made comments and internal comments are not to be shared.

In order to not spam the agent with many "automation for Jira made a comment on this issue" emails, and for clarity on who the message is coming from, I set the actor of the rule to 'user who triggered'.

From a user perspective, it works perfectly.

For me, however - I get a 'rule fail' email every time a customer comments. Even though my first IF statement eliminates non-agent user actions, it seems like it fails even earlier than that due to the actor being the customer. I would love to make this rule not fail in this condition. I would not like to completely turn off failure notifications, in case it fails for a valid reason.

Any suggestions, wise Jira community?


Answers:
author: Christopher Yen
body: Hi [@Erin B](/t5/user/viewprofilepage/user-id/5572812) welcome to the community!

Sounds like a nice/useful rule! I would start with checking what your condition for ruling out the non-agent's looks like?

<br />

Are you able to use a role as a condition?

![2024-08-20 17_36_33-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/342841i058ACFD7F14558FB/image-size/large?v=v2&px=999 "2024-08-20 17_36_33-Window.png")

comments: author: Erin B
body: [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)Hey, thanks for responding, that is exactly the condition I am using. And it's the first step, which means the rule is erroring before processing any steps.

Audit log does not show a processed step, only the "Rule actor does not have permission..." error.


author: Christopher Yen
body: ah... I understand your situation now. Unfortunately I'm not aware of a method to have it ignore the trigger if the actor is a customer in this setup

Potentially a process side solution? In my company when there is a major incident we create one incident record ourselves that we declare major incident on where the reporter would be the incident manager and we then link the incoming and existing related incidents to the parent MI we created.. so in that situation the customers would reply to their own incident that's simply linked rather than the MI itself, not sure if that would fit your process?


author: Erin B
body: Thanks for the attempt!


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Behavioral CSAT out of the box question
Asked by Seble Legesse:

For JSM out of the box CSAT, is it expected behavior to have the end user receive an email with the star system -\> select a start and be navigated to JSM survey URL page but the star does not auto populate causing end user to select the star again before adding a comment?

Example:

Customer satisfaction setting When a ticket is closed user receives a CSAT survey. User submits the survey using the respective star system...."Very Poor to Very Good" When user selects "very poor" for example user is navigated to the Jira satisfaction URL page and the submitted star from the email is not auto populated in the Jira Satisfaction page causing the user to click on a star before they can leave a comment


Answers:
author: Josh Costella
body: Hi [@Seble Legesse](/t5/user/viewprofilepage/user-id/5572777)

That has been my experience as well. I have not been able to find an existing bug or feature request around this. There are plugins that can provide more functionality for CSAT that might be worth looking into if it is an important metric for your org to have. You can find some of those here: <https://marketplace.atlassian.com/search?query=csat>


Tags: cloud

jira-service-management

jira-service-management-cloud
Trying to set an Asset Object Reference that might be empty with A4J
Asked by C_ Derek Fields:

Environment {#toc-hId--349523605}
---------------------------------

* I have an Asset custom field called ObjectA. This field may be empty or may contain an Object
* I have a second Asset custom field called ObjectB.
  * ObjectB has an attribute that is a reference to an Object A type of object
* I have an automation that sets the reference on ObjectB to ObjectA. This uses the smart value {{issue.ObjectB}}

Problem {#toc-hId-2137989228}
-----------------------------

* When ObjectA has a value, it works as expected.
* When ObjectA is empty, the Automation indicates an error
  * OBJECT-123 (ObjectA = '')
* This is because ObjectA is empty and the smart value returns an empty string

The error doesn't actually affect the operation of the automation, but it raises an error, which sends me an email, which is annoying. I can turn off the notifications, but that means that if something else breaks, I don't get notified.

What I want to do is to clear the ObjectA attribute when ObjectA is empty on the issue or set ObjectA when it is set on the ticket.

Any suggestions?


Answers:
author: Lisa Forstberg
body: Hi [@C_ Derek Fields](/t5/user/viewprofilepage/user-id/41090) ,

I might not be catching on completely.

Can you add a condition to the automation to only fire if the custom field "Object A" is populated.

Perhaps you can add a screenshot of the automation, that tends to speed up the help.

br

Lisa

comments: author: C_ Derek Fields
body: Here is a partial screen shot. I am using the "Create Object" action to create an Assets object.

![Snag_23d2017c.png](https://community.atlassian.com/t5/image/serverpage/image-id/343212iBF780CC6220EFAAC/image-size/large?v=v2&px=999 "Snag_23d2017c.png")

If one of these fields from the issue is empty, A4J throws an error message. The object is created correctly and the rule continues on. However, I get a failure email notification. I tried using an {{if}} conditional, but that raises the same problem.

The root problem appears to be that the smart value returns an empty string instead of a null and that confuses the rest call when it tries to update the value.


Tags: assets

automation

cloud

jira-service-management

jira-service-management-cloud
Automation: Parse List of Emails into User-Picker
Asked by Mathew Lederman:

Does anybody have suggestions on how to use project automation parse a list of emails addresses in a text field to populate a multi-user picker field?

Since we can't pass in email addresses through the API I'm trying to avoid forcing the integration teams to do extra work and instead use automation to perform that task.


Answers:
author: Mikael Sandberg
body: User picker fields will only accept the Atlassian Id of the user, so one way of doing it is to use the [Find user](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-search/#api-rest-api-3-user-search-get) endpoint, this will return the Atlassian Id if the user exists. Since you want to do this for a list I would convert the list to a smart value that you can then user in a branch to get the Atlassian Id and add them to the field.

comments: author: Mathew Lederman
body: [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) appreciate the response. And apologies in advance if I sound a bit frustrated. Our Cloud migration is not going well because of issues like this that are not an issue in Datacenter.

Thankfully Single-user picker fields will accept email address, it's just multi-user picker and a few other select fields that won't (like Request Participants, the original purpose of this whole process). As email address is a globally recognized unique identifier it seems a little silly that Atlassian won't accept it.

My list is as follows: email@domain.com,email2@domain.com,email3@domain.com Maybe this doesn't qualify as a list?

Can you point me to (useful) documentation or examples of passing a list from a custom field into a smart value? I can't find any examples other than [this](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-lists/) which either I'm not smart enough to understand, or it's not all that useful.

I'm trying this: {{issue.get(0).customField_40201}} and then pass that Smart Value into the Audit Log and the Description field, both yield no results.

Then I guess I have to make an API call to get the accountID and then pass that into the Request Participants field? I can follow these instructions here: <https://community.atlassian.com/t5/Jira-Service-Management-articles/Populate-a-user-picker-field-from-the-description-field/ba-p/2134905>.


author: Mikael Sandberg
body: Here is an example of an automation that I have that adds users to a multi user picker field.

![Screenshot 2024-08-21 at 9.00.49?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/343039i926D591D70F03D72/image-dimensions/292x250?v=v2 "Screenshot 2024-08-21 at 9.00.49?AM.png")

For the API call you can take the returned result and do something similar, just assign the list of email addresses to a smart value and then you can use the for each smart value branch and then in that branch make the web request to get the Atlassian Id and then assign that to the field.


Tags: cloud

jira-service-management

jira-service-management-cloud
Ticket visibility to service desk agents
Asked by Radhika Rajendran:

There are multiple agents in my service desk team. Everyone gets notification email if an issue is created and they all view that ticket at the same time. Is there a way to notify an agent if an unassigned ticket is being viewed by another agent?


Answers:
author: David Friedrich
body: Hi [@Radhika Rajendran](/t5/user/viewprofilepage/user-id/5168784) ,

nafaik. Your problem can be solved by adjusting your process. For example, you could introduce a dispatcher, someone who screens new tickets and assigns them to someone in the team according to their expertise. Or you could create an automation that assigns the agent who currently has the fewest tickets based on the workload in the team. There is actually an automation template for this ready to use.


author: Samuel Gatica
body: Hi [@Radhika Rajendran](/t5/user/viewprofilepage/user-id/5168784)

There is a suggestion open for this issue at [Collaborative Editing - Add visual indicators when multiple users are editing or viewing a Jira Issue](https://jira.atlassian.com/browse/JRACLOUD-80241)

Please also check this post: [How to see who is actively working on or viewing an Issue?](https://community.atlassian.com/t5/Jira-Service-Management/How-to-see-who-is-actively-working-on-or-viewing-an-Issue/qaq-p/1216834)

Best regards

Sam


Tags: cloud

jira-service-management

jira-service-management-cloud