youngmon/atlassian-qna huggingface dataset:
How can I display the new option only when 'Other' is selected?
Asked by ?? ??:

In the form screen, I have created a dropdown list and set 'Other' as an option. Is it possible to display the "New Option" field on the portal only when 'Other' is selected?


Answers:
author: Mark Higgins
body: Hello,

Yes, it is possible, but to do so you need to create a section on your form, so that the 'field that you want to place the Other comments in', is only displayed on condition, and that condition is when the drop down list = Other

![Drop Down.png](https://community.atlassian.com/t5/image/serverpage/image-id/334185iCEAE93E37B2370C2/image-size/large?v=v2&px=999 "Drop Down.png")

comments: author: ?? ??
body: Thank you for your answer!! It was so helpful!!


Tags: cloud

jira

jira-service-management

jira-service-management-cloud
Sending JSM data to DocuSign for e-signature
Asked by Joe Doherty:

*Question:*

Is there a way to send JSM data to DocuSign to generate and send an envelope?

*Context:*

I'm creating a process for managers to request network access for contractors. I've started out with a JSM form for the manager to submit relevant details such as contact info, start date, access needed, etc. Once submitted, the request will go through a few internal approvals. At the end the contractor is required to provide an e-signature for the network access agreement, which will include details captured in the original request.


Answers:
author: Chris Cairns - Digital Rose
body: Hi [@Joe Doherty](/t5/user/viewprofilepage/user-id/2895134) - If docusign is not a hard requirement, perhaps an internal Jira app could work.. eSign for Jira allows signatures on Jira Service Mangement requests by external customers from the JSM portal. Internal request signatures can "sign" all content/fields.   

![image-20240208-210157.png](https://support.esign-app.com/download/attachments/626688003/image-20240208-210157.png)

More info: [eSign - JSM Portal](https://support.esign-app.com/space/ESIGN/626688003/Service+Management+Portal)

*Disclosure: I'm part of Digital Rose team who built eSign.*


author: Prabhu Palanisamy _Onward_
body: Hi [@Joe Doherty](/t5/user/viewprofilepage/user-id/2895134) - OnLink supports native integration to Docusign.  

Demo [Link](https://www.youtube.com/watch?v=4kM9XOEgtJc&t=335s): The demo covers a similar use case you highlighted.

Documentation [Link](https://onwardb.atlassian.net/servicedesk/customer/portal/3/article/25886721).

Disclosure: I'm part of Onward team who built OnLink.


author: Chris Cairns - Digital Rose
body: \<Duplicate Comment\>


author: Aaron Geister
body: You could send the docusign link to the client in comment for signature.   

I have seen many people want to do an integration and I believe you would need a middleware like workato or do some API integration.   

the other option is using Atlassian Forge to build an integration. I haven't seen and market place apps that do this but have looked for this solution before.


Tags: cloud

jira-service-management

jira-service-management-cloud
Como mover una incidencia
Asked by Allan Rene Trujillo:

buen d?a, tengo un proyecto con varios tablero

![2024-07-08 16_15_19-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/334142iBDEBAD765412E8C9/image-size/large?v=v2&px=999 "2024-07-08 16_15_19-Window.png")

y quisiera mover una incidencia del mismo proyecto a un tablero diferente, como puedo lograrlo?

muchas gracias por el apoyo saludos


Answers:
author: Nicolas Grossi
body: Las incidencias que se muestran en un board dependen del filtro de ese board.

No me queda calro donde se quiere mover ?

Saludos

Nicolas

comments: author: Allan Rene Trujillo
body: muchas gracias Nicolas, ahorita en el proyecto me aparece la incidencia en el tablero con el nombre DEV

![2024-07-08 16_27_19-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/334143iF62E899E8F1A08EA/image-size/large?v=v2&px=999 "2024-07-08 16_27_19-Window.png")

y quiero trasladarla al tablero con el nombre REFINAMIENTO

![2024-07-08 16_30_25-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/334144i4C931F1C24E11BF6/image-size/large?v=v2&px=999 "2024-07-08 16_30_25-Window.png")


author: Nicolas Grossi
body: [@Allan Rene Trujillo](/t5/user/viewprofilepage/user-id/5487422) hace referencia al "nombre" del tablero.

Nicolas


Tags: cloud

jira-service-management

jira-service-management-cloud
Replicating the 'Create Another' from assets to a portal request
Asked by Ste404:

Hi all,

I am trying to find a way that when a request is put in from the portal and the 'Create Another' checkbox is selected when the issue is created an automation will run, check if this is true and then present the user with the same request form to go through and put in another request?

Thanks


Answers:
author: Raphael Lopes
body: You can create an automation similar to the one in the image, try it out and let me know if it works.

![Create Another.png](https://community.atlassian.com/t5/image/serverpage/image-id/334166i56F5B7D8BAD4BF6D/image-size/large?v=v2&px=999 "Create Another.png")

comments: author: Ste404
body: Ah the plan is when the ticket is submitted, the automation runs does what it needs to and closes the ticket (they are transactional). At that point I was hoping to find a way to do a URL redirect or something.. I know it's a stretch.


Tags: cloud

jira-service-management

jira-service-management-cloud
hr@atlassian-careers.com is this your mail id??
Asked by Lokesh Samudrala:

I got an email saying that I was selected as a junior software engineer from this email.


Answers:
author: said kouzibry
body: The first thing I would ask myself is why would Atlassian use a different domain for their recruitment emails ?

The domain is parked, which makes it even more suspicious.

Based on that, I would say this is not legitimate.


author: Trudy Claspill
body: Did you apply for a job with Atlassian?

I suspect the email you got is not legitimate.

Refer to:

<https://malwaretips.com/blogs/beware-dont-fall-for-the-fake-atlassian-job-offers/>


author: Dave Rosenlund _Trundl_
body: As far as I can tell, [@Lokesh Samudrala](/t5/user/viewprofilepage/user-id/5538915), probably **not**!

Did you apply for something? If so, look for the confirmation that you did get from Atlassian. If not, even more reason to be wary.

-dave

P.S. Welcome to the community.


Tags: jira-service-desk-unknown-hosting-type

jira-service-management-unknown-hosting-type
Is there an updated 2024 answer to "Making tickets re-open when a customer replies?"
Asked by Juan Varela:

Hello, I am new to Jira and I am trying to add the function to reopening tickets when user adds comment. Everything I see on here is pretty old. I am looking for an updated answer.

Thanks


Answers:
author: Aaron Pavez _ServiceRocket_
body: Hi [@Juan Varela](/t5/user/viewprofilepage/user-id/5452135)

Automation. If the ticket is resolved and there is a comment, transition the ticket to Open.

That or use a third-party app like JWME or scriptrunner.

Regards

Aaron

comments: author: Juan Varela
body: Nice! Thank you!


author: Amnathe Seoexpert
body: To make tickets re-open when a customer replies in 2024:

### Zendesk {#toc-hId-2144738549}

1. **Admin Center \> Objects and rules \> Business rules \> Triggers**.
2. Create a trigger: "Ticket is updated" and "Comment is present".
3. Set action to "Status: Open".

### Freshdesk {#toc-hId-337284086}

1. **Admin \> Workflows \> Automations**.
2. Create rule: "When a reply is received on a ticket".
3. Set action to "Status: Open".

### Jira Service Management {#toc-hId--1470170377}

1. **Project settings \> Automation**.
2. Create rule: "Issue commented".
3. Add action to transition status to "Open".

### Help Scout {#toc-hId-1017342456}

1. **Manage \> Workflows**.
2. Create workflow: "When a customer replies".
3. Set action to "Change status to Open".

### Intercom {#toc-hId--790112007}

1. **Operator \> Custom Bots/Rules**.
2. Set rule: "When a customer replies to a closed conversation".
3. Set action to re-open the conversation.

These steps automate re-opening tickets upon customer replies.<https://jazzinternetpackages.org/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Dashboard of open and closed tasks
Asked by Mikel Whipple:

I want to create a dashboard where I can pick a date it will show me the tickets opened and closed on that date. The filter for it to use will be a custom filter I write to show me the type of tickets that I want to see. What gadget would you recommend?


Answers:
author: Marlene Kegel - codefortynine
body: Hello [@Mikel Whipple](/t5/user/viewprofilepage/user-id/4833006),

Have you tried if the standard "Created vs Resolved" gadget works for you?

If you click on a certain date, it gives you a link that forwards you to the issues that have been created or resolved at that date.


author: Danut M _StonikByte_
body: Hi [@Mikel Whipple](/t5/user/viewprofilepage/user-id/4833006),

Have a look over this article, as it might offer useful gadgets for your needs.

<https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369>

Danut


author: said kouzibry
body: Is this on a Cloud environment or server/data center ?

I suggest looking into the addon "[Rich filters for Jira dashboards](https://marketplace.atlassian.com/apps/1214789/rich-filters-for-jira-dashboards?hosting=cloud&tab=overview)", it can do what you are requiring.

comments: author: Mikel Whipple
body: Cloud.


author: Nicolas Grossi
body: [@Mikel Whipple](/t5/user/viewprofilepage/user-id/4833006) There are some gadgets available to display this information that you can add to your dashboard.

Or you might want to create a filter and use a 2 dimensional filter gadget based on your filter.

Please review the OOTB options available.

HTH

Nicolas


Tags: cloud

jira-service-management

jira-service-management-cloud
Date field and Automation
Asked by Andy T:

Hi,  
New to jira and automation. I created a simple form with few fields that I want to send the value in an email using automation.

I can send all the values fine except for 2 fields. Date and long text (paragraph).

The email comes fine but the values are empty. The audit log is fine too.

Not sure what I'm doing wrong as the email arrives fine and all other values populate fine except for the 2 fields (date, address which is long text /paragraph)

this is what I have in the content of the email automation

Name: {{issue.name}}

Date: {{issue.date}}

Title: {{issue.title}}

Address: {{issue.address}

it is driving me crazy :-)


Answers:
author: Trudy Claspill
body: Hello [@Andy T](/t5/user/viewprofilepage/user-id/5531936)

Please show us images of the complete Automation Rule.

Are Date and Address fields in the **issue** or fields in the **form**? Can you show us the issue details view where data for these fields has been populated? I just want to see the fields names in the issue details view; the field content can be obscured.

comments: author: Andy T
body: Thanks Trudy. the fields are in the issue and not in the form. Here are the screenshots of the simple issue and the automation

![auto.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/334149iCDDC4B5BEDF5E5D9/image-size/large?v=v2&px=999 "auto.JPG")![forms.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/334150i82BA5E975611A4D8/image-size/large?v=v2&px=999 "forms.JPG")


author: Andy T
body: here is how the email shows up. Only the date is not showing now

![email.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/334153i3238032C81DBE382/image-size/large?v=v2&px=999 "email.JPG")


author: Trudy Claspill
body: Hello [@Andy T](/t5/user/viewprofilepage/user-id/5531936)

Thank you for that additional information.

Smart values can be case sensitive and space sensitive. I recommend you try using issue.Date rather than issue.date.

Additionally Automation Rules can see some field references as ambiguous because Jira allows multiple fields to have identical names. You may need to reference the Date field by its custom field id instead; i.e. customfield_12345

You can find the ID for the field by following the guidance here:

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

When you ask an Automation Rule to use a smart value it can't resolve it may "fail silently". If it can't resolve the smart value to get an actual value, depending on the context in which you are using the smart value the Automation may just say the value is null rather than telling you it can't resolve the smart value reference.


author: Andy T
body: Thanks again. I ended up looking up the IDs for the form fields and this worked.

Cheers


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
I would like to investigate if the two following actions are possible in Jira Service Management
Asked by Hamza Aldraimli:

**Questions**

* *Is there a way to bypass sending the survey results when closing a specific ticket*
* *Is there a way to bypass the SLA when closing a specific ticket*


Answers:
author: Raphael Lopes
body: * ***Is there a way to bypass sending the survey results when closing a specific ticket***
  * *You can disable the option in the project settings.*
  * *![Desativar CSAT.png](https://community.atlassian.com/t5/image/serverpage/image-id/334167iBFACD685C398AE76/image-size/large?v=v2&px=999 "Desativar CSAT.png")*
* ***Is there a way to bypass the SLA when closing a specific ticket***
  * In the project settings, you can use a JQL to override the closed status.

    Ex: status != Closed


Tags: jira-service-desk-unknown-hosting-type

jira-service-management

jira-service-management-unknown-hosting-type
Importar incidencias por CSV
Asked by Allan Rene Trujillo:

buen d?a, necesito importar incidencia masivas desde un CSV pero como administrador de un proyecto y no como administrador de Jira, se puede realizar solo con ese rol?


Answers:
author: Joseph Chung Yin
body: [@Allan Rene Trujillo](/t5/user/viewprofilepage/user-id/5487422) -

By default, when user uses "Import issues from CSV" via the project UI, it is not restricted to just Jira Administrators or project administrators. Any users (agents) with the ability to create an issues in a JSM project can access the above action.

Once the issues are created, the person who executed the operation will always be the issue reporter by default. However, you can customize your CSV file data (each row) to specified who the reporter of the issue to be.

![2024-07-08_12-56-11.png](https://community.atlassian.com/t5/image/serverpage/image-id/334119i51EE037263E4C1EA/image-size/large?v=v2&px=999 "2024-07-08_12-56-11.png")

Here is the reference link on "Import issues from CSV" for you to review -

<https://support.atlassian.com/jira-software-cloud/docs/create-issues-using-the-csv-importer/>

Hope this helps.

Best, Joseph Chung Yin

comments: author: Allan Rene Trujillo
body: muchas gracias Joseph, fue de mucha utilidad tu comentario, ya lo pude visualizar

te agradezco

Saludos


Tags: cloud

jira-cloud-administration

jira-service-management

jira-service-management-cloud

not-applicable
Using a Drop Down to Select a Form on the Portal
Asked by andy.pawl:

We have downloaded Dynamic Forms and are looking to use them in a way that Atlassian Support does here -

<https://support.atlassian.com/>

I see in this video that they may be using a combination of Portal Groups and Forms to drive this functionality. Is that a correct assumption?

Feature is at 1:58 minutes in.

<https://www.youtube.com/watch?v=A-rLFdXk8UE>

Thanks a ton!


Answers:
author: Joseph Chung Yin
body: [@andy.pawl](/t5/user/viewprofilepage/user-id/3982676) -

Need clarification from you on this ask.

First - Dynamic Forms seems to be a third party add-on, so it has it is not directly related to the Youtube video.

In the video, it is just using the out of the box functionality of JSM product, where one can create/manage the Request Type form setup, and then group one's request type(s) into different portal groups (i.t. grouping all related request forms to assist your customers to navigate via the portal UI to discover the appropriate form for issue submission).

You don't need a third party add-on to conduct the the process displayed in the video. Secondly, you can also just use the "FORMs" component (also out of the box) for your project, and set it up to incorporate them into your Request Type forms configuration.

Hope this helps.

Best, Joseph Chung Yin

comments: author: Joseph Chung Yin
body: [@andy.pawl](/t5/user/viewprofilepage/user-id/3982676) -

Unfortunately, "Contact us about" is not something that one can configured based on what you are asking about in my experiences/knowledges. It is because at the time when customer access the page, there is nothing they put in or captured.

Please note - you can control the visibility of your JSM project(s) via Customers Permission configuration, so one has to be called out from the project, then he/she will see the portal groups customized for the specific project.

Hope this makes sense and helps.

Best, Joseph Chung Yin


author: andy.pawl
body: Thanks all for your responses!


author: andy.pawl
body: Okay I managed to figure this out - as expected, with Portal Groups. That being said, Is there a way to have the "Contact us about" field initially show as blanked until the user selects a value?


Tags: cloud

jira-service-management

jira-service-management-cloud
How to Block Certain Email Addresses Globally in All Projects to Prevent Spam
Asked by Edgardo Ibarra:

Hi Atlassian Community,

We're currently facing an issue with spam emails being sent to our projects, and we've been blocking these addresses on a per-project basis. This method is quite time-consuming and not efficient.

Is there a way to globally block certain email addresses across all projects in Jira? We want to prevent these addresses from being able to create issues or send emails to any of our projects.

Any advice or guidance on how to implement this at a global level would be greatly appreciated.

Thank you!

![Screenshot 2024-07-08 at 1.08.03?PM.png](/t5/image/serverpage/image-id/334098iFEB1E0EA00DFB8E5/image-size/large?v=v2&px=999 "Screenshot 2024-07-08 at 1.08.03?PM.png")


Answers:
author: Jack Brickey
body: Hi [@Edgardo Ibarra](/t5/user/viewprofilepage/user-id/5267716) , it appears that you are using custom emails. Is that correct? If so I would ask your IT to block unwanted emails.


Tags: cloud

jira-service-management

jira-service-management-cloud
What add on would be suggested if we want Jira to relay out of office messages from Outlook?
Asked by Melissa Kolby:

Example: I, as an agent, respond to a message in Jira request however the reporter is out of the office. If they have an out of office message set on their outlook is there a way for Jira to recognize the out of office and relay back in the Jira request the reporter's out of office message? Right now, when we (agents) do not get a timely response we have no idea if it is because the user (reporter) is out of the office or just not responding. We then must go outside of Jira, in to Teams or Outlook, to investigate. I would like to have something so the agents do not have to go outside Jira.

Thank you kindly!


Answers:
author: Ciara TN
body: Welcome Melissa,   

The only solution, out of the box, that I know of would be to have the out of office mail comment on tickets. This can be a messy solution but it works.

A few other options to consider:   

Use an app to use as a mail handler, for example, [JEMH](https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview), [Scriptrunner](https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=cloud&tab=overview) to add the out of office mail to the issue/request.   

Use an app to connect with Microsoft such as [Yasoon](https://marketplace.atlassian.com/apps/1213138/microsoft-365-for-jira-outlook-email-teams-calendar?hosting=cloud&tab=support) that can be used in many different use cases.   

Use [Zapier](https://zapier.com/) for integration trigger -\> event functionality.   

-Ciara


Tags: cloud

jira-service-management

jira-service-management-cloud
Run Powershell Script from an automation rule
Asked by Mark Cartwright:

Hello,

I've just started researching this subject but thought I'd ask here first.

Is it possible to run a powershell script from an automation rule please?

Looking to add users to AD groups off the back of approvals.

If not, is there a better suited tool?

Many thanks in advance


Answers:
author: Gareth Cantrell
body: [@Mark Cartwright](/t5/user/viewprofilepage/user-id/2505994) if you're running on Jira Server or Data Center in a Windows environment, it could be possible.

If you have ScriptRunner from Adaptavist installed, you get a Scripted action in your automation rules. You could use this and a bit of Groovy script to kick off a PowerShell script with relative ease.

comments: author: Mark Cartwright
body: [@Gareth Cantrell](/t5/user/viewprofilepage/user-id/3178836) Sorry, had forgot to mention we're running on Jira Server and do have ScriptRunner installed. Am researching that route so thank you for confirming I'm on the right path. Would you happen to have any good sources to learn from? No worries if not.

Thank you.


author: Gareth Cantrell
body: Although, I'm not sure how fit-for-purpose this would be for your use-case. If you're using Azure for your AD, there is an API you can use by using the Send Web request action in an automation rule.


author: Gareth Cantrell
body: [@Mark Cartwright](/t5/user/viewprofilepage/user-id/2505994) if you're using AzureAD, I cover a complete example using the Azure API in my book, Automating Everyday Tasks in Jira.

If you go the ScriptRunner route, Adaptavist has a handy library of scripts at <https://library.adaptavist.com> which may give you a head start.
Change status on the day specified in the field
Asked by Viktoryia Kazunka:

Hi all!

In one of our projects, we need to make a process when a transition is made from the In Progress status to the Pause status; on the transition screen, the date was indicated in the date field. This date indicates that when the day specified in the field arrives, change the task status from Pause to In Progress. I understand that some kind of automation is needed here, but using JQL I cannot reproduce this so that there is a check by date and the status changes in the morning, and if the date has not arrived, then do not execute the rule. Maybe you have some ideas? Thank you!

![?????? ?????? 2024-07-08 174321.png](/t5/image/serverpage/image-id/334027iB398514C6192EF27/image-size/large?v=v2&px=999 "?????? ?????? 2024-07-08 174321.png")


Answers:
author: John Funk
body: Hi Viktoryia - Welcome to the Atlassian Community!

You would setup an automation rule based on a Scheduled trigger.

Your JQL would look something like: Project = ABC and "Issue on pause" = startOfDay()

comments: author: Viktoryia Kazunka
body: Hello, John!  
I think I tried this, but I'll try again and write to you about the result. Thank you!


author: John Funk
body: Sounds good. And be sure to post a screenshot of your rule when you reply.


author: Viktoryia Kazunka
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) Here is the created rule:![?????? ?????? 2024-07-08 181133.png](https://community.atlassian.com/t5/image/serverpage/image-id/334056iBADBB940B08A5E0D/image-size/large?v=v2&px=999 "?????? ?????? 2024-07-08 181133.png")![?????? ?????? 2024-07-08 181230.png](https://community.atlassian.com/t5/image/serverpage/image-id/334059iDB0AD307F5717202/image-size/large?v=v2&px=999 "?????? ?????? 2024-07-08 181230.png")


author: John Funk
body: Looks good. You can test it now by creating a test issue with today's date in that field. Then click the 3 dots menu on the Rule details and choose Run rule.


author: Viktoryia Kazunka
body: Thank you very much, it works and I accept your answer!


author: John Funk
body: Great! Glad I could help.


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

jql