youngmon/atlassian-qna huggingface dataset:
JSM - Story Point Field
Asked by Gustavo Moraes:

Good day, guys!  

Is there a way to use something native or create a custom field for Story Point, but on Jira Service Management?  

I know we have it on Jira Software, and it's really useful, but I need one on Jira Service Management.  

The idea is to create a field that is set based on other 3 fields, each of them having a specific weight.

I'd need something as below:

Let's say we have these 3 fields on the Ticket screen (Issue Screen), which have a value from 1 to 5.

- Value = 30%

- Effort = 20%

- Impact = 50%

I'd need to set the Story Point based on the values added to them.

Is there a way to do it?

Thanks!


Answers:
author: Christopher Yen
body: Hi [@Gustavo Moraes](/t5/user/viewprofilepage/user-id/5285358)

I think it's possible but the calculated fields will depend on automation rules with the trigger of when any of those fields are edited, might be a little clunky.   

In the Additional fields section I would try this JSON format to populate the weighted story point field. Replacing the fields with your actual 3 field smart values.

```
{
"fields": {
"Weighted Story Points": "{{#=}}{{issue.Value}} * 0.3 + {{issue.Effort}} * 0.2 + {{issue.Impact}} * 0.5{{/}}"
}
}
```

comments: author: Gustavo Moraes
body: Thanks, [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)

Do you know a way to convert text fields to numbers?

E.g.  

I have a field called "Impact" but it's set as "Very High", "High", "Medium", etc.

I want to convert as below:

Very High -\> 5

High -\> 4

Medium -\> 3

.

.

Do you know a way to do this?

Thanks again!


author: Josh Costella
body: Hi [@Gustavo Moraes](/t5/user/viewprofilepage/user-id/5285358)

There is a similar use case documented by Atlassian for calculating WSJF. I think you could apply the same logic to get what you need. You can ignore the part about viewing in a Roadmap plan.

<https://success.atlassian.com/solution-paths/quarterly-planning-guidance-with-jira-cloud/prepare-for-a-program-increment-pi-planning-event/how-to-configure-weighted-shortest-job-first-wsjf-to-work-items>

comments: author: Gustavo Moraes
body: Thanks, [@Josh Costella](/t5/user/viewprofilepage/user-id/1172532)


Tags: cloud

jira-service-management

jira-service-management-cloud
App is not responding. Wait or cancel
Asked by Giulio Giarola:

Hi support,

when a user tries to open a ticket on our cloud-based system, they receive the following error: The application is not responding. Please wait or cancel

This problem has affected all our users since last Monday.

Is there any problem on your cloud systems?


Answers:
author: Shikha Verma
body: Hi, [@Giulio Giarola.](#) Please check Atlassian's Status Page, test your network connection, and clear your browser cache. If the issue persists, contact Atlassian Support for further assistance. Additionally, review any recent changes to your system and monitor the situation for further clues.

comments: author: Giulio Giarola
body: our company is worldwide and in each country we have the same issue


author: Shikha Verma
body: [@Giulio Giarola](/t5/user/viewprofilepage/user-id/5573435) Check Atlassian's Status Page Globally and Contact Atlassian Support. Since this issue is widespread across all your locations, it's essential to contact Atlassian Support immediately.


author: Nikola Perisic
body: Welcome to the community [@Giulio Giarola](/t5/user/viewprofilepage/user-id/5573435)

Have you got any installed applications that are associated with your service management project?

comments: author: Giulio Giarola
body: Hi Nikola, no, the system worked until monday, we had only upgrage to the premium version of Jira to have also the Asset managment tool last month


Tags: cloud

jira-service-management

jira-service-management-cloud
Missing "Add System Rules" drop-down
Asked by Kellan Marvel:

Hi,

I'm trying to cut back on our usage of automation actions. I have two Jira Service Management projects and when I go to Project Settings \> Automation and click the three dots, I am not seeing the drop-down item to "Add System Rules". I can see this on other projects but not on these two?

![2024-08-21 09 58 26.png](/t5/image/serverpage/image-id/343017i877364D55E105AA6/image-size/large?v=v2&px=999 "2024-08-21 09 58 26.png")


Answers:
author: Shikha Verma
body: Hi [@Kellan Marvel](/t5/user/viewprofilepage/user-id/4608659) If the "Add System Rules" option is missing from the Automation settings in your Jira Service Management projects, check for permission issues, project type differences, automation plan limits, or possible configuration constraints

comments: author: Kellan Marvel
body: Thanks for the reply. Can you elaborate on "possible configuration constraints"?  

* I'm an administrator of the project (as well as an organization administrator).
* The projects are both "Service Projects", just like all the others.
* We're approaching our automation plan limit but I don't understand how this would cause the "Add System Rules" to disappear.

Thanks,

Kellan


author: Shikha Verma
body: Hi [@Kellan Marvel](/t5/user/viewprofilepage/user-id/4608659) Since you mentioned that your organization is approaching the automation plan limit, this could directly impact the ability to create new automation rules or access certain automation features.Jira often restricts additional automation actions when nearing or exceeding these limits. However, this typically results in the inability to add new rules rather than making the "Add System Rules" option disappear entirely.


author: Shikha Verma
body: Please accept the answer if it makes sense so that it will help others also.  
Thank you!


Tags: automation

cloud

cloud-automation

jira-service-management

jira-service-management-cloud
How to Delete suspended users and try again.
Asked by Bart Heytens:

I want to invite someone but I get the message : delete suspended user and try again. What should I do?


Answers:
author: Shikha Verma
body: Hi [@Bart Heytens](/t5/user/viewprofilepage/user-id/5573415) It means that the email address you're trying to invite is already associated with a suspended user account in your Jira instance. To resolve this issue, you need to either **delete** the suspended user account or **reactivate** it.

comments: author: Shikha Verma
body: You can follow these steps**: Go to Settings** (cog) icon, Select **"User management or "User administration.** Enter the email address or username of the person you're trying to invite. Look through the search results to find the suspended user account associated with that email**. Decide Between Deleting or Reactivating.**

**Steps to Reactivate:** Click on the user's name to open their profile details.  
Look for a button or option labeled **"Activate user"** , **"Unsuspend"** , or **"Restore access"** .  
Click this button to **reactivate the user account** .  

**Steps to Delete the Suspended User** Click on the user's name to open their profile details.  
Look for a button or option labeled **"Delete user"** .  
Confirm the deletion when prompted. Be aware that this action may be **irreversible** .  
Once deleted, you can proceed to **invite the user a new** by clicking on **"Invite users"** and entering their email address.

Hope this will help you!


Tags: atlassian-cloud

cloud

jira-service-management

jira-service-management-cloud
How can I access the statistics for the "was this helpful" feature?
Asked by Viola Osere:

Hey!

I want to see how many people click on yes or no button at the bottom of the Knowledge Base article, that is recommended based on what the user searches for in the service portal/help center when raising an issue.![Screenshot 2024-08-21 155327.png](/t5/image/serverpage/image-id/343002iA41A17A51A1C2C46/image-size/large?v=v2&px=999 "Screenshot 2024-08-21 155327.png")

Is there any way to see how many times an article is accessed via the service desk?

I can't find anything in the documenation other than how to set up the knowledge base for self-service purposes.

On this page [Set up a knowledge base for self-service \| Jira Service Management Data Center 5.17 \| Atlassian Documentation](https://confluence.atlassian.com/servicemanagementserver/set-up-a-knowledge-base-for-self-service-956713310.html)

it says something about how to find out how articles are performing, but this only leads to a really general page on how to do reports with no specific topic on a report that covers my problem.

Any Ideas?

Thanks!


Answers:
author: Lisa Forstberg
body: Hi [@Viola Osere](/t5/user/viewprofilepage/user-id/5573391) ,

Welcome to the community!

* The standard Project report called "Requests deflected" will tell you how many "Ja" - votes you got over a chosen time period as well as how many articles were viewed. (project \> reports)

See example:

![Screenshot 2024-08-22 at 10.17.56.png](https://community.atlassian.com/t5/image/serverpage/image-id/343155i4E9ADE9F1E15CE1E/image-size/large?v=v2&px=999 "Screenshot 2024-08-22 at 10.17.56.png")

* the "Request Resolved" Report will give you some clues.
* Project \> Knowledgebase will 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: data-center

jira-service-management

jira-service-management-data-center
Link a form-field to Jira-Group Assignee field
Asked by Han LE:

Hello community,

I build a form, linked to a request type. There are no field for Assignee or Group Assignee in the form, because I thougt that is not neccesary.

When create a ticket directly from the portal, I can fill the form, but not to assign to a person or a group, because no field to fill in.

When create a ticket via backoffice with "Use request type fields" unchecked, then I can specify Assignee + Group Assignee as usual, but no form to fill in - directly -. When checked "Use request type fields" then I have to go to the portal to fill the form, but still no field avalable to assign.

So, I added 2 fields in the form for the Assignee and Group Assignee. I can link one form-field with Jira-Assignee-field, but I didn't find the Jira-Assignee group to link to the form.

Question : is there a way to link a form-field to the Jira-Assignee group ? or an easier way to specify Assignee + Group Assignee when creating a ticket with a form displayed automatically ?

Thank you for your help.

Han


Answers:
author: Christopher Yen
body: Hi Han,

You can set a default value for your group assignee field in the request type. At my company we use a custom field called "SD Team" for team assignments/ownership and for certain request types that are strictly owned by 1 team we will default the value like below

![2024_08_21_17_19_16_Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/343094i200B09CBFB625BDF/image-size/large?v=v2&px=999 "2024_08_21_17_19_16_Window.png")

All others we use automation rules to route the assignment

comments: author: Han LE
body: Hello Christopher,

Thanks for your answer.

I'm trying your method. So, I fixed the Group Assignee, but I'd like to let the user see what's the group by default, and also display this on the portal -\> uncheck the filed "Use preset...".

But I still see the field Group Assignee Hidden ...,

![Group Assignee_Hidden.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/343448i34B67E9BE5473AD7/image-size/large?v=v2&px=999 "Group Assignee_Hidden.jpg")

and the filed does not appears on the portal.

Thanks,

Han


Tags: cloud

jira-service-management

jira-service-management-cloud
JQL for the for the filter of last shift and current shift - Dynamic
Asked by Rodriguez_ Jhon Ronald:

JQL for the for the filter of last shift and current shift  

Example:  
Last shift 1900H-0700H (Nightshift)  

Current shift 0700H-1900H (Dayshift)


Answers:
author: Marc Jason Mutuc
body: Are these existing fields on your instance? How are these details stored?


Tags: cloud

jira-service-management

jira-service-management-cloud
stop SLA time on a resolved ticket
Asked by Sandy Karidas:

We are new to Jira Service Managment and have several tickets that were marked resolved without transitioning them to In Progress which is the trigger for the clock to stop counting the first response time. Those tickets are still affecting my SLA because they are still counting time. Is there a way to stop those tickets?


Answers:
author: Marc Jason Mutuc
body: 1. Go to your JSM project

2. Click on Project settings

3. Click on SLAs

4. Click on the SLA you need to adjust

5. Scroll down to the conditions for Finish counting time when...

6. Choose Resolution: Set

I hope this solves your problem.


author: Jacqueline Eichberger
body: The SLAs can be set in the project settings: (Project --\> SLAs --\> Time to resolution --\> Finish counting time when... )

Maybe this will help you! LG J


Tags: cloud

jira-service-management

jira-service-management-cloud
Allow logged in users to create issue anonymously
Asked by Brandon Elie:

Our users use Jira Service Desk to report incidents. We also want them to be able to do this anonymously so my question is how do I remove the below field from the portal.

![Picture 1.png](/t5/image/serverpage/image-id/342985i4E1BEC0233741DB7/image-size/large?v=v2&px=999 "Picture 1.png")

I've tried:

* making a new project solely for anonymous requests
* updating the **Browse projects** and **Create issues** permissions to **Public**

This didn't work - any suggestions would be much appreciated.


Answers:
author: Marc Jason Mutuc
body: It will still show on the history but if you want it cleared, just create an automation that removes the reporter.


author: Nikola Perisic
body: Hello [@Brandon Elie](/t5/user/viewprofilepage/user-id/5542595)

Sadly, this field cannot be deleted from the Jira as it was hard coded. There isn't a way for the users to anonymize themselves in order to raise the requests.


Tags: cloud

jira-service-management

jira-service-management-cloud
Want to skip a transition while creating a request.
Asked by SysAdmin:

Hi,

We have JSM datacenter v5.4.1 where we have to configure a requirement.

If reporter is present in a particular group, then the request should land in Initiate Status otherwise it should go to Open Status.

How would we check if the reporter is in that group on create transition?

Any thoughts?

Regards,


Answers:
author: Marc Jason Mutuc
body: You should use automation. Your condition would be a JQL condition similar to reporter in membersOf("GroupX"). Your action would be to transition the request to the appropriate status.

comments: author: SysAdmin
body: Thanks [@Marc Jason Mutuc](/t5/user/viewprofilepage/user-id/527585)


Tags: data-center

jira-service-management

jira-service-management-data-center
where can I download the OBR for jira-servicedesk-application-5.17.2
Asked by Patricia Bascom:

The link I have for the obr is no longer working and all I can find is the exe files. is there no longer an obr for Service Management?

link I was using

[Atlassian Marketplace](https://marketplace.atlassian.com/apps/1213632/jira-service-management/version-history)

Tricia Bascom


Answers:
author: James Beagrie
body: I have the same issue, I can't update JSM without the obr. The files need to be extracted.

Looks like JSM 10 has been released in the last 5 minutes. Maybe the page is being updated?

EDIT: had to figure out the naming convention on the URL but this is for 5.12.12 LTS:

<https://marketplace.atlassian.com/download/apps/1213632/version/1050120012>

This gives you the latest version regardless of the URL:

<https://marketplace.atlassian.com/download/apps/1213632>

comments: author: Patricia Bascom
body: James, I still need the one for JIRA 9, but this is a start. Thanks


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Understanding the automation capabilities when it comes to Assets
Asked by Jared Schmitt:

We want to automatically edit asset objects based on criteria. Currently there seem to be 2 options:

1. Use the **Edit Asset field attributes**
2. **Branch on AQL** and **Edit object attributes**

We're wondering: Using these options, can we

1. add / delete multiple values for a given attribute with a non-default type (for example of type Object)
2. add / delete attributes on object types

Would it be possible to call the Asset API directly from the automation to achieve these kinds of things?


Answers:
author: Vijay Dadi
body: Yes, asset objects have their own API end points. Here is the documentation link. Hope this helps.

<https://confluence.atlassian.com/servicemanagementserver/assets-rest-api-documentation-1044101761.html>

Vijay


Tags: asset-management

assets

automation

cloud

jira-service-management

jira-service-management-cloud
Reminder baased on custom date field - 30 days prior
Asked by Drishti Maharaj:

Hi,

So I have a custom field called "Access Termination Date" and I want a possible email reminder to go off 30 days prior to the date in the field.

However, I am unable to get the right query.

I have Issue-1 with the "Access Termination Date" set to 10th August 2024 and Issue-2 with the "Access Termination Date" set to 20th September 2024.

I have tried "Access Termination Date\[Date\]" \>= startOfDay(-30)

Which brings up all the issues including Issue-1 when technically the "Access Termination Date" has passed.

I am not too sure what I may need to change.

Thanks.


Answers:
author: Rilwan Ahmed
body: Hi [@Drishti Maharaj](/t5/user/viewprofilepage/user-id/4311470) ,

You need to remove minus in the query.  
i.e. "Access Termination Date\[Date\]" \>= startOfDay**(30)**

If you want exactly 30 days, then use *"Access Termination Date\[Date\]" **=** startOfDay(30)*

To get the email reminders, make use of filter and subscriptions.   
<https://www.atlassian.com/blog/jira/jql-the-most-flexible-way-to-search-jira-3-of-4>

comments: author: Drishti Maharaj
body: Thank you [@Rilwan Ahmed](/t5/user/viewprofilepage/user-id/716861) - this worked.


author: Manoj Gangwar
body: *You may try the below JQL.*

```
"Access Termination Date[Date]" < startOfDay(-30) AND "Access Termination Date[Date]" >= startOfDay(-30)
```


Tags: cloud

jira-service-management

jira-service-management-cloud
Filters Count gadget - Counts configuration is gone when changing Filter
Asked by Aleksander Herda:

Is it possible to keep the configuration of COunts after changing the filter? Now it is super annoying to restore configuration manually.


Answers:
author: Nikola Perisic
body: Weclome to the community [@Aleksander Herda](/t5/user/viewprofilepage/user-id/5573278) , the configuration can be kept, you just need to refresh the gadget every time you make the changes.


Tags: cloud

jira-service-management

jira-service-management-cloud
Turn off notification for status changes
Asked by Jens Prokoph:

Hello, Is it possible to switch off the customer notification from status to status in Jira? Example: Ticket is changed from 'in process' to 'resubmission'. The customer receives an email that they do not want to receive. Can this be deactivated separately?


Answers:
author: Dexter de Vera
body: Hi [@Jens Prokoph](/t5/user/viewprofilepage/user-id/5564635) ,

Yes, If your using service management company-managed project, you can turn off the customer notification for status change by going to the project - project settings - Customer notifications - then turn off the Customer-visible status changed.

This will disable the notification status change that is visible to the customer.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/342954i6E3AC5861CA13772/image-size/large?v=v2&px=999 "image.png")

You can also check this list of documentation related in setting up notification for your customers and team in service management project

<https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/>

Hope it helps.

Thank you!

comments: author: Jens Prokoph
body: Thank you very much for the quick reply and it worked great! I had actually only looked in the global settings


author: Dexter de Vera
body: Great. Happy to help. Have a nice day.


Tags: cloud

jira-service-management

jira-service-management-cloud
i want to create a rule in jira automation that everyday all bug and stories will get scan and if la
Asked by Apurva Deshmukh:

i want to create a rule in jira automation that everyday all bug and stories will get scan and if label is yes for "Add to Release Note" then it will check the condition that issue or bug is closed and Rejected in resolution field, After that label is set to No for "Add to Release Note"


Answers:
author: Boldizs?r Vermes
body: [@Apurva Deshmukh](/t5/user/viewprofilepage/user-id/5267133), why do you want to do this daily and not immediately when status or resolution changes?


author: John Funk
body: Hi Apurva,

Go ahead and create an automation rule based on a Scheduled trigger. Use a JQL with that to identify the issues that you want to check.

Then add an action for what you are wanting to update - I am unclear on that part.

Then post the rule back here and we can help with further details.


Tags: cloud
How can I use the created time of an issue as an event trigger?
Asked by dayselmg96:

I want to create an automation rule to update the issues priority some time after their creation.  
For example if an use was created with a low priority I want it to automatically switch to medium after 3 weeks


Answers:
author: Dexter de Vera
body: Hi [@dayselmg96](/t5/user/viewprofilepage/user-id/5278849) ,

You can create scheduled automation, set it per week And run a JQL search like this.

```
priority = Low AND created <= -3w order by created DESC
```

ei.

Scheduled : Per 1 week every Monday 9PM

This will check all created tickets older than 3weeks.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/271673i98ED7D5CC955369A/image-size/large?v=v2&px=999 "image.png")

Add action to edit priority field.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/271672i1E9404F4077FDC93/image-size/large?v=v2&px=999 "image.png")


author: Bill Sheboy
body: Hi [@dayselmg96](/t5/user/viewprofilepage/user-id/5278849) -- Welcome to the Atlassian Community!

No, you cannot use the created time of an issue as an event trigger.

Instead rules can use a Scheduled trigger, with JQL on the relevant issues' fields (such as created) to do what you ask.

Please look here to learn about that trigger and JQL to get you started on creating your rule:

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

<https://support.atlassian.com/jira-software-cloud/docs/use-advanced-search-with-jira-query-language-jql/>

Kind regards,  
Bill
scriptrunner
Asked by Merve Bilgin:

By making use of the Scriptrunner plugin. In the Software Problem request type, "Which application are you having a problem with?" If the value selected in the field is "Web Browser Applications", Attachment field should be filled. If you want to proceed without being filled, "You need to add a screenshot!" warning should appear.


Answers:
author: Nic Brough -Adaptavist-
body: Please see the previous answer you were given when you first asked, over at <https://community.atlassian.com/t5/Jira-Service-Management/Scriptrunner/qaq-p/2431084>


Tags: jira-cloud
Auto Close
Asked by Merve Bilgin:

An Incident with a status of "Resolved" should automatically change to "Closed" status after 3 days.


Answers:
author: Sachin Dhamale
body: [@Merve Bilgin](/t5/user/viewprofilepage/user-id/5276429) ,

You need to use automation rule with schedule job where you can use the JQL to identify issues which are resolved 3 days before and the in the action you can move those issue to Closed Status.

<br />

Accept the answer if it help

Thanks,  
Sachin

comments: author: Merve Bilgin
body: is it true

![Ekran Resmi 2023-07-27 12.55.17.png](https://community.atlassian.com/t5/image/serverpage/image-id/271498i26B5EF49C5BD85B7/image-size/large?v=v2&px=999 "Ekran Resmi 2023-07-27 12.55.17.png")


Tags: jira-cloud