youngmon/atlassian-qna huggingface dataset:
How do i activate other export options in help center?
Asked by Berik Irgebayev:

Hi,

I am reasonably new to Jira and been assigned Org admin permissions to be able to to freely roam around.

A customer is asking for a functionality to export their tickets in an Excel sheet for their internal reporting. However, If I look at "Customize your Help center" options, they're pretty limited.

Anyone experience with this? Would be much appreciated!

Berik


Answers:
author: Mark Anderson
body: There's a 3rd party app which would allow your customers to do that

It might be this one:  
[Advanced Portal Reports for Jira Service Management \| Atlassian Marketplace](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?tab=overview&hosting=cloud)


author: Jack Brickey
body: Hi [@Berik Irgebayev](/t5/user/viewprofilepage/user-id/5382091) , there are open suggestions for this that you may wish to watch/vote for. [JSDCLOUD-826 Ability to export issues as a customer](https://jira.atlassian.com/browse/JSDCLOUD-826)

comments: author: Jack Brickey
body: Of course the agent could do this for the customer.


author: Berik Irgebayev
body: I also thought of that, but due to shortage of hands or how busy it gets, this is not preferable, as it adds yet another task to an already full schedule.


author: Jack Brickey
body: Understood. You could also consider using Google sheets and the extension that allows you to schedule a JQL query and then set up a script to automatically send it to your customers. And then there is the add-on application consideration. oh and don't forget the APIs if you're so inclined you could script from something using that.


author: Berik Irgebayev
body: Thanks [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) for finding that link, I just voted there and added a comment.


Tags: cloud

jira-service-management

jira-service-management-cloud
Email Requests getting failed
Asked by Santhosh Raj:

I have some failed requests in emailed request projects, but not sure why it is getting failed.

Error states, user doesn'y having permission to the project.  

But user is in Jira with agent and customer access. Also customer permission is open.  

![Screenshot 2024-08-05 144654.png](/t5/image/serverpage/image-id/339962iEA65ADAC3BED6F1D/image-size/large?v=v2&px=999 "Screenshot 2024-08-05 144654.png")

Wanted to know what would be the reason and how can we avoid this in future ?


Answers:
author: Adolfo Casari
body: [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

Since the user with that email has application access, i guess it's checking The Browse Project permission (and not taking into account he's also a customer).

You should check the roles that have the Browse Project permission in your project and make sure that user has any of those roles.


author: Kai Becker
body: Hi [@Santhosh Raj](/t5/user/viewprofilepage/user-id/5283233)

did you check the permission helper to see if something is wrong?

<https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Editing of custom field failed by automation
Asked by Naoki:

I want to edit custom field by automation when issue created.

My project is a team-managed project, added 2 request type.

Their have same name custom field, 'custom_field_1'.

![01.png](https://community.atlassian.com/t5/image/serverpage/image-id/339910iA7916C4E22C8B070/image-size/large?v=v2&px=999 "01.png")![02.png](https://community.atlassian.com/t5/image/serverpage/image-id/339911iACA619DF48DAF788/image-size/large?v=v2&px=999 "02.png")

I create automation rule, Edit custom_filed_1 when create request_type_A issue.

![03.png](https://community.atlassian.com/t5/image/serverpage/image-id/339912i2A7657D70DB1F5B4/image-size/large?v=v2&px=999 "03.png")

I created reqeust_type_A issue, automation status is SOME ERROR in audit log.

![04.png](https://community.atlassian.com/t5/image/serverpage/image-id/339913i2854BEE425CE70AA/image-size/large?v=v2&px=999 "04.png")

How to fix this error?

(Cannnot the same name custom field cannot be set for different request types?)


Answers:
author: Trudy Claspill
body: Hello [@Naoki](/t5/user/viewprofilepage/user-id/5451340)

When you added "custom_field_1" did you created the new custom field twice, once in each request type? Or did you create it just once in one of the request types and then search for it to add it to the second request type? If you created the field twice then you have two fields with the same name.

The system is finding more than one custom field with that name. It may be finding the other fields of the same name in other projects. Because of there being multiple fields with the same name, the automation rule can't determine which one you want to update.

One solution is to change the field name to make it unique. The other suction is to identify the IS number of the field in each request type and then used Advanced Editing with JSON to edit the field.

For instructions on finding the ID refer to

<https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/>

For instructions on Advanced Editing with JSON refer to

<https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/>

comments: author: Naoki
body: Hello [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011)

AWESOME! It's the answer I'm looking for.  
I searched and set it to the second request type, it worked as intended.

Thank you


author: Christopher Yen
body: Hi [@Naoki](/t5/user/viewprofilepage/user-id/5451340)

If you check your custom fields, do you have two custom_field_1 's?

to check go (Settings \> Issues \> Custom Fields) and search custom_field_1 and make sure there is only one.

comments: author: Naoki
body: Hello [@Christopher Yen](/t5/user/viewprofilepage/user-id/5051689)

I checked Settings \> Issues \> Custom Fields, but couldn't find it.  
(Maybe it's because team-managed project?)

Thank you


Tags: cloud

jira-service-management

jira-service-management-cloud
How to convert Team-managed business project to IT Service management
Asked by Mariano Edvardsson:

Hello! I'm trying to convert a Business (task oriented Kanban) to ITSM project. I've googled a bit and I've read that you can easily do this from the project settings, however I cannot seem to find how or where. I can only change the "Category" but this seems to be a field that I can edit and has nothing to do with the project type?

Any help would be greatly appreciated!

![Screenshot 2024-08-03 at 12.41.45.png](/t5/image/serverpage/image-id/339842iF37D800D2E18058A/image-size/large?v=v2&px=999 "Screenshot 2024-08-03 at 12.41.45.png")


Answers:
author: Aaron Geister
body: [@Mariano Edvardsson](/t5/user/viewprofilepage/user-id/4480807)   

Let me try and help out here. First you will need to build a new project with a new name and key that is a ITSM project.   

Then you will need to bulk move all issues from the Business project to the new ITSM project.   

If you want the name of the project and key to retain the business project name \& key you will need to delete the business project and empty it from the trash. Than you can rename the new ITSM project the old business project name and key.   

The only way to convert a project is to build a new project and bulk move the issues.   

If you go into to advance search in the top rightish of the screen you will see search. From there you can click advance search and query the business project in JQL or use basic search. You then can bulk move all issues from the business project to ITSM.   

Be mindful you can only bulk move 1000 issues at a time. So you might need to do this in batches if you have more than a 1000 issues to move.   

I hope this helps.

comments: author: Mariano Edvardsson
body: Hello [@Aaron Geister](/t5/user/viewprofilepage/user-id/4585692) ! Yeah I did have that workaround in mind but I was hoping there was a more straightforward way (mostly due to the 1k bulk move limit) :-/

But anyway, it's not that terrible, I wonder if I can write a script to do this ?

Thank you anyway and have a great weekend!


author: Aaron Geister
body: You could use DeepClone add on in market place to clone all the issue to the other project. I have used that method before which limits the idea of scripting. If you have scriptrunner cloud then you can also script it and I believe it will by pass the 1000 issue limit.   

There many ways to do this but I typically will give you what you can do with the internal tool.   

You can also use the API's to do this from any console like postman or mac terminal or JiraPS via Terminal.   

Or if you have Revyz backup and Restore you could use that tool to move issues too.   

Many ways to do this. Market place gives all apps 30days free trail. Might be the best to check there first for DeepClone or Revyz.


author: Mariano Edvardsson
body: Thanks for this info! It's really invaluable and has certainly helped me with this task and learning!


Tags: cloud

jira-service-management

jira-service-management-cloud
Workflows are assigned to deleted issue types. How can I delete them as well?
Asked by Tim H_:

I have some workflows I formerly assigned to certain issue types. After converting the respective issues to other issue types, I deleted the issue types as I don't need them anymore. Jira didn't complain.

However, Jira obviously didn't delete the assignment within the workflow scheme. There are now empty issue types that are assigned to certain workflows (the ? are the issue types I deleted):

![workflows.png](/t5/image/serverpage/image-id/339826iA69587CC09EDF2C5/image-size/large?v=v2&px=999 "workflows.png")

As a result, those workflows are still marked as "active" and I can not delete them. I'd really appreciate any idea on how I can un-assign those workflows in order to finally delete them as well.


Answers:
author: John Funk
body: Hi Tim,

The workflows will show as active because they are part of a workflow scheme currently attached to a project. So you either need to replace the workflow in the scheme for the remaining valid issue types, or you need to link a new workflow scheme to the project, replacing the current one. Then you should be able to delete it.

comments: author: Tim H_
body: Hi John,

I tried the second option and it worked. Thank you very much!

Tim


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server

workflow
Unable to Access IT Service Management Template
Asked by Amarendra Kolukula:

I am unable to click on "Use Template" button (as it is greyed out) for

IT service management template. How do I get access to this module/template {#toc-hId--350598211}
-------------------------------------------------------------------------------------------------


Answers:
author: Trudy Claspill
body: Hello [@Amarendra Kolukula](/t5/user/viewprofilepage/user-id/5559643)

Welcome to the Atlassian community.

That project template is part of the Jira Service Management product.

Have you subscribed to that product? That is a separate product subscription from the Jira product.


author: Joseph Chung Yin
body: [@Amarendra Kolukula](/t5/user/viewprofilepage/user-id/5559643) -

Welcome to the community. I agreed with what [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) stated - Are you subscripted to the JSM product in your site? The templates are for JSM product and not for Jira Software product.

Best, Joseph Chung Yin


author: Samuel Gatica
body: Hi [@Amarendra Kolukula](/t5/user/viewprofilepage/user-id/5559643)

Welcome to the community!

Do you have Jira administrator permission on that instance?

Could you please provide a screenshot that illustrates the issue?

Best regards

Sam

comments: author: Amarendra Kolukula
body: ![Jira.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/340242i8C72392E58B0A45E/image-size/large?v=v2&px=999 "Jira.PNG")


author: Samuel Gatica
body: Hi [@Amarendra Kolukula](/t5/user/viewprofilepage/user-id/5559643)

This is exactly what [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) and [@Joseph Chung Yin](/t5/user/viewprofilepage/user-id/396739) mentioned.

The project template in question is designed specifically for the Jira Service Management product. Please note that these templates are intended for use with Jira Service Management and are not applicable to the Jira Software product.

Best regards

Sam


Tags: cloud

jira-cloud-administration

jira-service-management

jira-service-management-cloud

not-applicable
Can Assets be used with Jira software?
Asked by Sam Bartolome:

Hi,

I would like to know if it is possible to use Assets (Insight) with Jira Software only, meaning there is no JSM installed.

I think the answer is no, but just checking in case.

Thanks

Sam


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Sam Bartolome](/t5/user/viewprofilepage/user-id/5016026)

Your intuition is correct. It comes bundle with JSM premium. :/


Tags: assets

jira-software
How to expand roadmap timeline ?
Asked by Jouni Riimala:

Hi,

Not using advanced roadmap. I need to define releases which end date is somewhere in 2025 / 2026, but current roadmap timeline ends to 2024 so how I can adjust timeline to included coming years ?  

Tried already to define release end date to 2026, but it didn't impact to roadmap view..  

Would need this information quite rapidly...  

<br />

-Jouni  

<br />


Answers:
author: Curt Holley
body: You're planning a release for 2026....and it needs to be on a roadmap urgently. There is a certain irony in that statement.

I mean you can create the release in the project with a date that far into the future... it will show up on the roadmap in a few years' time. Something to look forward to in early 2025.


author: Hamza Chundrigar
body: Hello [@Jouni Riimala](/t5/user/viewprofilepage/user-id/4828536)

Unfortunately this is a hard set limit where the timeline data range limit is -1y past +2y future from today.

<https://jira.atlassian.com/browse/JSWCLOUD-17799>


Tags: jira-cloud

roadmap
How do I convert seconds to pretty print format?
Asked by Peder Alm:

Given the value of e.g. aggregatetimeoriginalestimate, how do I convert this value in seconds to a pretty print format like "2d 4h"?


Answers:
author: Bill Sheboy
body: Hi [@Peder Alm](/t5/user/viewprofilepage/user-id/3958578)

Have you tried using the diff() with prettyPrint and use a date/time value as an intermediary?

For example, diff on now and now + your field value. Maybe something like this:

{{now.diff(now.plusSeconds(issue.aggregatetimeoriginalestimate)).prettyPrint}}

Kind regards,  
Bill

comments: author: Peder Alm
body: This is pretty close! But sometimes I get something like "2 hours 59 minutes 59 seconds" when I have "3h" as input. Maybe because now is called twice? What if now is just called once to a variable? Is it even possible to work with variables in this small field?

Also if I have "2d" as input I get "16h" as output. Can this be changed sp the output is "2d"?


author: Bill Sheboy
body: Maybe that is it...or it is a rounding thing caused by diff() and number representation.

Created variables sometimes work with functions...and sometimes not. You can try it to learn if they are supported for this case.

For example:

* create a variable named varNow set to {{now}}
* use the variable in the expression as:
  * {{varNow.asDate.diff(varNow.asDate.plusSeconds(issue.aggregatetimeoriginalestimate)).prettyPrint}}

For the second part on 2d and 16h, I suspect that is also a rounding thing. I would submit a support ticket to ask Atlassian for that one.


author: Dan Tombs
body: Hi [@Peder Alm](/t5/user/viewprofilepage/user-id/3958578)

Are you trying to convert the value of the aggregate into another field?

Dan

comments: author: Peder Alm
body: Yes, exactly! I simplified my question, but the origin of my question is mentioned in [?original estimate ?Time spent usage](https://community.atlassian.com/t5/Automation-questions/original-estimate-Time-spent-usage/qaq-p/1416816) . I have calculated a time estimate value and have the result in seconds, but would like to present it in a read-only field. The value in seconds is displayed correctly in the field, but when I try to convert it and change the output using different methods, I don't get what I want, a human readable format, e.g. "2d 4h", instead of displaying seconds or hours.


author: Dan Tombs
body: Ahhhh okay. Perfect, thanks for the other details, I now get what you are trying to properly achieve. The short answer is no. As of right now there is no way the automation engine can understand that 60 minutes means one hour and therefore display as 1h.

I tend to find that reporting in minutes is the easiest for my users followed by hours.


author: Peder Alm
body: I had an idea that I could use the prettyPrint unit from diff() in some way. So I wanted to convert my time estimate value in seconds to a DateTime object (don?t know how!) and then diff it to 0, e.g. "myTimeEstimateValueAsDateTimeObject.diff(0).prettyPrint". COuld that be a possible solution?
Need to send a slack message on tickets that are missing verified versions
Asked by Smita Ranade:

For our projects we need to have a verified version for every tickets that are releases. I need an automation which will read the data from JIRA filter and send a slack message to those who are missing verified versions.


Answers:
author: James Navin
body: Hi [@Smita Ranade](/t5/user/viewprofilepage/user-id/5064050)

I might need a little more information about your specific use case, but in general the approach would be a combination of:

* ["Lookup Issues" action](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Lookup-issues) OR ["Scheduled" trigger](https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Scheduled) with a JQL lookup (whichever most suits your use case) - This will be used to find the issues that match the criteria you're interested in (sounds like issue type and version)
* "[Send slack message](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-Slack-message)" action to format and send a message somewhere with the information you care about

There are a number of example rules in the Automation template library that show how to use these actions in combination - e.g. <https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1363405>

[Automation template library](https://www.atlassian.com/software/jira/automation-template-library/slack-ms-teams)

Hope that helps.

Cheers,

James
Highlighting date custom field on entering past date
Asked by Shubhangi Khandelwal:

Is there any way in the JIRA cloud through which a date field gets highlighted or text gets bold if it has any Past date as a value? using any app or through automation rule


Answers:
author: Curt Holley
body: Hi [@Shubhangi Khandelwal](/t5/user/viewprofilepage/user-id/4123385)   

Have a read of Warren's reply here.  

[Solved: How to Use JQl to color cards (atlassian.com)](https://community.atlassian.com/t5/Jira-questions/How-to-Use-JQl-to-color-cards/qaq-p/639142#:~:text=Colour%20%3D%20Amber%20when%20the%20due,or%20more%20days%20from%20today)

comments: author: Shubhangi Khandelwal
body: Hi [@Curt Holley](/t5/user/viewprofilepage/user-id/3527535)

<br />

In Warren's reply, the solution is regarding highlighting the issue cards in JIRA which is really a nice alternative to my problem statement.

But I am looking similar kind of feature at the field level where the Date field (custom field) gets highlighted if the date selected is past date. So that it reminds the Engineer to select a future date for the next activity to be performed for that issue.

Thanks for your response :)


author: Curt Holley
body: Card level is the best that can be done...out-of-the-box  

If you are on cloud, you could create an automation rule that sends a notification to

* The Engineers inbox
* A Slack or Teams Channel

Personally, I like the card colors as it brings the issue to the whole teams attention, not just the person looking at it.

Another trick (using the JQL Warren uses) is Swimlanes by queries. Combine that with the card colors and you get them moving up the board into a lane and changing color. You could also add the Due date field to the cards so that it is always visible on the cards.  
If that doesn't get people's attention, then I doubt any field level trickery will.

That said, there may be a plug-in for the field level tricks you desire, but I would be investing in breeding a culture that pays attention to date commitments before I spent $ on bolding or highlighting the date fields.


Tags: field
Automation For Jira rules are not working properly on Firefox
Asked by Toni Jim?nez Lamas:

Hi everyone,  
We have detected an error when a user or an agent activates a trigger of any rule created in Automation for Jira from Firefox (106.01).  

The rules are not being executed and nothing remarkable appears in the log.

<br />

From any other browser everything works correctly.


Answers:
author: James Navin
body: Hi Toni,

I'm sorry to hear you're having problems. Could you provide more details of what you're doing? Are there errors in the browser console log? I use Firefox myself daily and have not encountered this bug.

Alternatively, if you raise a support request at <https://support.atlassian.com/> we will be able to investigate in more detail.

Thanks,

James

comments: author: Toni Jim?nez Lamas
body: Hi James,

can you tell me what kind of error can I found in the browser console log?

We've tried with other browsers (Edge, Chrome, Brave) and we don't have any problem.

With Firefox, if we delete cookies and memory, works everithing fine.


author: James Navin
body: Hi Toni,

You can see the browser console log in Firefox by going Tools -\> Browser Tools -\> Browser Console.

If you leave that open while you try to trigger a rule you might see an error that can give some hint as to what the problem is.

For what it's worth I haven't been able to reproduce the problem myself.

Cheers,

James


Tags: cloud
Getting HTTP 405 (not allowed) when trying to GET using Insight REST API
Asked by Sergei Gridnevskii:

Hi Team,  

I am getting HTTP 405 when I try to perform a REST API call to cloud Insight. Could you please show me what I am doing wrong?

```
curl -i --request POST \
--url 'https://api.atlassian.com/jsm/insight/workspace/eeeeee-eeee-eeee-eeee-eeeeeeeee/v1/icon/68' \
--user 's.gridnevskii@fxpro.com:eeeeeeeeeeeeeeeeee' \
--header 'Accept: application/json' --header 'Content-Type: application/json'
```

<br />

In browser I get   

```
{"code":401,"message":"Unauthorized"}
```


Answers:
author: Sergei Gridnevskii
body: Sorry my bad, I used wrong request type. Should be GET, not POST


Tags: insight
Custom Form Fields + Emailing Attachments
Asked by Dyllan O'Brien:

**Question 1:**

I have started to use the Jira forms and have created custom fields within the form. Is there a way these fields have an id or key to use for automation to grab the data from those custom fields from the form?

**Question 2:**

I have used automation to send an e-mail when a ticket transitions. Is there a way via automation to include attachments in the e-mails?


Answers:
author: Curt Holley
body: Hi [@Dyllan O'Brien](/t5/user/viewprofilepage/user-id/4976703)   

For **question 1** : No, you need to map the form fields to Jira custom fields to be able to search via JQL or "grab" for use in automation rules.  
That said, I'm pretty certain that is going to change in the not too distant future.  

As for **question 2** : Have a read of this (but, not really).....  
[Solved: How do I add attachments to an e-mail with Automat... (atlassian.com)](https://community.atlassian.com/t5/Marketplace-Apps-Integrations/How-do-I-add-attachments-to-an-e-mail-with-Automation-for-JIRA/qaq-p/6556)