youngmon/atlassian-qna huggingface dataset:
Jira Service Management (Cloud) Mobile notifications
Asked by Gerardo Ramos:

Hi there, I'm new here on JIRA cloud and I've been learning a lot last days, now I'm working with the on call shcedule and the Teams\>Operations\>Syncs section what I'm trying to do is set a sync that trigger notification to JIRA mobile that show priopiry and in case is a P1 notify more people but at this moment i'm not understanding what is happening cuz JIRA is triggering all incidents as P4 or P3 event when is a Critial incident a P1 not sure why is this happening. here I add two images related to an incident create with   
Impact: Extensive / Widespread  
Urgency: Critical  
wich means is a P1 incident and in the email it shows is a P4 incident and in the description section where a tag the priority too is showing the incident as Low priority P4  

when I try to set conditions notifications are not triggered.  
i would like to know too if is necesary to set a new sync for each priority li P1... to P4  

I hope you can gimme a hand with all this community.   
Thanks and Regards.  

![JIRA 2.png](/t5/image/serverpage/image-id/346910i5C59C53B6EAA004D/image-size/large?v=v2&px=999 "JIRA 2.png")

![JIRA 1.png](/t5/image/serverpage/image-id/346916i99523A168E68C3CF/image-size/large?v=v2&px=999 "JIRA 1.png")


Answers:
author: Nadhila Savira
body: Hi Gerardo,

That does look odd indeed. Our support team would love to be able to see this issue and troubleshoot it. I will open a support ticket on your behalf, you will receive an email about this soon.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Not Automatically adding Users/Customers profiles
Asked by Jaja:

Hi, is there a way to disable the automatic profile creation for user/customers that sent their requests via email without affecting our project boards?


Answers:
author: Nadhila Savira
body: Hi Jaja,

Your customers will always have an account on your site when they submit a request, this is so your site can keep track of their historical requests.

If you allow anonymous access, then they can submit and view their requests without logging in, thus an account would not necessarily be created for them. However, this is of course not advised if you have sensitive data that they could be submitting.


Tags: cloud

jira-service-management

jira-service-management-cloud
Libraries for Scriptrunner modules for Listeners, Behaviors and Console
Asked by Daniel H_ Fisher:

Where can I find the list of commands for each of the Scriptrunner modules for basic tasks, such as:

\* Get the Value of a Custom Field

\* Set the Value of a Custom Field

\* Show a Custom Field

\* Hide a Custom field

\* Definitions of all variable types (e.g., String, Boolean, Number, Mutable, etc.)

Thank you,


Answers:
author: Ram Kumar Aravindakshan _Adaptavist_
body: Hi Daniel,

For your requirement, it would be best to refer to the [ScriptRunner Documentation](https://docs.adaptavist.com/sr4js/latest).

To hide and show fields, you must use the [Behaviour](https://docs.adaptavist.com/sr4js/latest/features/behaviours/behaviours-tutorial).

To set and get the values in the fields, you can either use Behaviour, [Listener](https://docs.adaptavist.com/sr4js/latest/features/listeners) or [Post-Functions](https://docs.adaptavist.com/sr4js/latest/features/workflows/post-functions).

I hope this helps to answer your question.

Thank you and Kind regards,  
Ram


Tags: data-center

groovy

jira-service-management

jira-service-management-data-center

scriptrunner
Is there a limit to team creation in JSM?
Asked by Dario Alarc?n:

Hello community, I need to know if there is a limit for team creation in JSM?

Since the documentation does not mention anything about this question.

<https://support.atlassian.com/atlassian-account/docs/work-with-atlassian-teams-across-your-products/>


Answers:
author: Dave Mathijs
body: Hi [@Dario Alarc?n](/t5/user/viewprofilepage/user-id/5307057) Out of curiosity, how many teams were you thinking of creating in Jira? Dozens, hundreds, thousands?

comments: author: Dario Alarc?n
body: Hi [@Dave Mathijs](/t5/user/viewprofilepage/user-id/2662590)   
Initially there will not be more than 10, but over time it will increase. Do you have that information?


Tags: cloud

jira-service-management

jira-service-management-cloud

teams
How do I export Scanning Information to a .CSV file?
Asked by Steve Gosine:

When i go to "Bulk action" and do export objects; .CSV is generated but it has the following error. Only the message below appears in the file.

{"errorMessages":\["Something went wrong. Contact administrator"\]


Answers:
author: Christopher Yen
body: Hi [@Steve Gosine](/t5/user/viewprofilepage/user-id/5549373)   

Here are a few causes and solutions for the error message "Something went wrong. Contact administrator" in Assets

<https://confluence.atlassian.com/jirakb/exporting-insight-objects-fails-with-error-something-went-wrong-contact-administrator-1114819862.html>

Hopefully the solution you need is in here


author: Dave Rosenlund _Trundl_
body: Hi, [@Steve Gosine](/t5/user/viewprofilepage/user-id/5549373) ?

You haven't really given us much to go on. Can you be more descriptive?

The first thing that jumps to mind is that perhaps there are too many items in the export. But that's a wild guess.

Without more information, I'm not sure how we can help.

If you are reluctant to do that here, you might try [contact Atlassian support](https://support.atlassian.com/contact) by opening a support ticket.

Best,

-dave

comments: author: Steve Gosine
body: Dave,

I am trying to export information that was created by Assests Discovery all default schema. There are 204 objects in here. I want to associate the non working credentials with network interface so i can look up host.

![Screenshot.png](https://community.atlassian.com/t5/image/serverpage/image-id/346883iF11260F619C193B3/image-size/large?v=v2&px=999 "Screenshot.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
What is the difference between "Atlas" and Atlassian Access?
Asked by Chandra Mouli Bollareddy:

Hi Team,

Will someone kindly clarify the differences between "**Atlas** " and "**Atlassian Access**"?

Our organization is paying 21,000 USD per annum for Atlassian Access.

We are using JIRA, Confluence, and JSM. Additionally, we are paying 21K USD for Atlassian Access.

That's why anyone can explain the difference?

**Note:** We are not using any SSO (Azure AD, OKTA and etc). Maintain the users manually.


Answers:
author: Marc - Devoteam
body: Hi [@Chandra Mouli Bollareddy](/t5/user/viewprofilepage/user-id/5488675)

Atlas is Atlassian's team collaboration overview.

<https://www.atlassian.com/software/atlas>

Atlassian Access is the global overall admin management option, now called Atlassian Guard

This provides SSO, security, etc..

See, <https://www.atlassian.com/software/guard/capabilities>


Tags: atlas

atlassian-access

cloud

jira

jira-service-management

jira-service-management-cloud
The reporter of a ticket is not able to access the ticket anymore
Asked by Etienne Nelen:

Dears,   

I have strange experience.

I have a customer who creates a ticket as reporter.

When I reply to the ticket to the customer I had answer.

When I called the creator of the ticket, she told me that she is not able to open the ticket when she is logged in on the ticketing system.  

Here is the error message she is receiving:

![05fb7994-7927-440c-81d7-4db7ce26b87e.png](https://community.atlassian.com/t5/image/serverpage/image-id/346853iC4239CBEEF27C01C/image-size/large?v=v2&px=999 "05fb7994-7927-440c-81d7-4db7ce26b87e.png")

Could you help me please?  

Thanks in advance.

Etienne


Answers:
author: Nikola Perisic
body: Hello [@Etienne Nelen](/t5/user/viewprofilepage/user-id/5589951)

This means that the customer doesn't have the permissions to access this ticket. Your Jira administrator needs to check the request type and more specifically to check if there are some restrictions added to the request type.

Also, they need to also check the Permissions section as well.

comments: author: Etienne Nelen
body: [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176)   
Thanks Nikola for your answer.

But the person with the trouble to access the ticket was the person who created the ticket on the platform once logged in.  
She is the requestor...

Strange isn't it?

Etienne


author: Etienne Nelen
body: [@Nikola Perisic](/t5/user/viewprofilepage/user-id/5494176)   
Our Jira administrator performed your proposed checkes and everything seems to be OK, no restriction present and nothing special regarding the Permissions section...


author: Nikola Perisic
body: The translation of this error is that user doesn't have permissions.


author: Etienne Nelen
body: I have understood that but I do not understand why...


author: Mohamed Saad Taha
body: HI,

you have to check the security level configuration to add the report to all security levels

as below

![security level.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/346979i5CA917A3D6820296/image-size/large?v=v2&px=999 "security level.jpg")

hope it helps

comments: author: Mohamed Saad Taha
body: and service project customer portal as well


Tags: cloud

jira-service-management

jira-service-management-cloud
Customer Portal Graphs?
Asked by Dave Calabro:

Hello,

Does anyone know if there is a way to add graphs to a customer portal?

Thank you

Dave


Answers:
author: Sami Linnanvuo _Screenful_
body: [@Dave Calabro](/t5/user/viewprofilepage/user-id/5571718) I suggest taking a look at [Analytics \& Reports](https://screenful.com/jira) by Screenful. It [works with Jira Service Management](https://screenful.com/guide/jira/how-to-import-data-from-jira-work-management-projects) and has a [library of 15+](https://screenful.com/tour/charts) customizable charts. You can [embed the charts to any website](https://screenful.com/guide/jira/sharing#3) using the embed code.   

You can learn more by checking out the [Getting Started](https://screenful.com/guide/jira) guide.


author: Valerie Knapp
body: Hi [@Dave Calabro](/t5/user/viewprofilepage/user-id/5571718) , thanks for your question.

You would likely need an app for this.

I found this one, which you could try out - [https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview)

This is the query I did - <https://marketplace.atlassian.com/search?query=reports%20in%20portal%20jsm> , if you want to evaluate a few different ones.

Hope this helps you.

Cheers


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to update SLA status when ticket status is changed
Asked by Waqas Shahid:

I want to change the SLA status using automation, let say if the ticket status is changed to "Pending Customer Side" then SLA status should be changed to "Done"

<br />

![Screenshot 2024-09-11 at 6.13.08?PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/346833i4F2B7C197C7AA7FE/image-size/large?v=v2&px=999 "Screenshot 2024-09-11 at 6.13.08?PM.png")


Answers:
author: Marc - Devoteam
body: Hi [@Waqas Shahid](/t5/user/viewprofilepage/user-id/5589886)

Welcome to the community.

What you refer as SLA status is the Resolution field in Jira not an SLA status.

If you don't have a transition screen or a post-function in the transition on the workflow on setting an issue to a "Done" (green) status, where the Resolution field is set.

The value show, will then remain "Unresolved".

See also this best practice KB article; [best-practices-on-using-the-resolution-field](https://confluence.atlassian.com/cloudkb/best-practices-on-using-the-resolution-field-968660796.html)

comments: author: Waqas Shahid
body: Thanks, I now know that it's resolution field. Problem solved.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to do automation: if all sub-tasks have status "Ready for deploy" - make parent task status same
Asked by Kyrylo Nahornyi:

Hello community, please help me, i use regular functionality of jira automation and cant find how to make automation that if all sub-tasks have status "Ready for deploy" - make parent task status "Ready for deploy" too


Answers:
author: Kalyan Sattaluri
body: Hello [@Kyrylo Nahornyi](/t5/user/viewprofilepage/user-id/5472535)

Probably many ways to do this but here is a suggestion.

Your trigger should check sub-tasks.

* Create new rule with trigger = issue transitioned, and choose Ready for deploy as status
* Next do an if condition and check if Issue Type = sub-task
* Then do another if condition, smart value check, and put:
  * {{#issue.parent.subtasks}}{{#if(not(equals(status.name,"Ready for deploy")))}}true{{/}}{{/}}
  * DOES NOT CONTAIN
  * true
* Then do a branch -\> For Parent
* do an if condition and check if Issue status != "Ready for deploy"
* Transition it to that status.

Please implement and share rule/audit log for us to review if any issues. Thanks!


author: Rebekka Heilmann _viadee_
body: Hi [@Kyrylo Nahornyi](/t5/user/viewprofilepage/user-id/5472535) and welcome to the Community,

the issue is, that even if you branch over the Child Issues, you won't be able to save the info whether each one is in the correct status or not. There isn't really the concept of variables in Automation.

Depending on your workflow, you could simply try to copy the Child's status to the Parent. If you have a restricted workflow the transition might not be available and the branch would run into an error. Hence the rule would only successfully run, if all children are in the correct state. But, again, this only works if you have very limited transitions in your workflow.
Update Assets attributes based on criteria without being a Jira issue
Asked by Jacques:

Hello,

I'm having a hard time to figure out how to "automate" Assets objects that are not part of any Jira custom field.

I have a very simple need:

I have an objectType (Laptops) in which I have an Expiry Date attribute.

I want to run a scheduled automation, in which the following happens:

1. If the Expiry Date has passed, I need to update the Status attribute for each object
2. I also want to create an individual issue in Jira for each of the Laptops that have expired. So if 4 laptops have expired, I want to have 4 tickets created, each with a reference to the laptop.

Again, this has no relation to any Jira issue... It's just basic and plain asset management automation.

Anyone can help me with this?

Thanks!  
--- Jacques.


Answers:
author: Mark Segall
body: Hi [@Jacques](/t5/user/viewprofilepage/user-id/2601) - This is totally doable. You just need to create the automation from the Global Automation (**Settings** \>\> **System** \>\> **Global Automation**). The automation would work like this:

* TRIGGER: Scheduled (do not use JQL)
* BRANCH: AQL
  * \<Your AQL\>
  * ACTION: Edit Object
  * ACTION: Create Issue

comments: author: Jacques
body: thanks, [@Mark Segall](/t5/user/viewprofilepage/user-id/4666637)  
Although I had already found the solution, it is exactly what you have written above.

Thanks again!


Tags: assets
Help - Writing an automation that clones tickets with a specific label every month
Asked by Bill Mc:

Current state:

* For compliance, certain tasks must be performed monthly
* Created a template ticket and gave it the labels MONTHLY and TEMPLATE
* Started an automation scheduled on the first monday of each month with JQL looking for tickets with both labels

What I'm trying to do, but... am beyond my depth:

* Branch for each ticket in the results to clone them to the same project and add the current date to the summary
* exclude all the clones that are getting created each month from the query by REMOVING TEMPLATE label from the created tickets

Hopefully this makes sense. Any and all help is greatly appreciated!


Answers:
author: Dexter de Vera
body: Hi [@Bill Mc](/t5/user/viewprofilepage/user-id/5448463) ,

I would prefer to filter the exact Issue key of all template issue instead of label (monthly and template), this may accidentally cause additional ticket cloned if other user added month and template in there ticket labels.

But its up to you.

You can use this sample automation:

When: Scheduled - Run rule every (1 Month) - On the (1st day of month) - At (set time when to execute) - tick the "Run a JQL search and execute actions for each issue in the query." - input this JQL(use your template ticket key):
>
> ```
> key in (ticketkey-1, ticketkey-2) 
> ```

or use label if this what you want:

labels = MONTHLY AND labels = TEMPLATE

and uncheck "Only include issues that have changed since the last time this rule executed"

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/317056iB568E19A854A9FF0/image-size/large?v=v2&px=999 "image.png")

Then: Clone issue - update all field needed

Summary: {{issue.summary}} {{now.mediumDate}}

Labels: Monthly

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/317058i5156941731A17324/image-size/large?v=v2&px=999 "image.png")

Hope it helps!

comments: author: Bill Mc
body: I was certainly overthinking this one. Thank you so much! Worked perfectly.   
I (wrongly) was thinking I would need advanced branching to act on multiple tickets - works perfect. And, message received re the danger of using labels in the JQL; it's admittedly my being lazy and not wanting to have to update the automation every time I add a new repeatable task. Much appreciated.


author: Kalyan Sattaluri
body: Hello [@Bill Mc](/t5/user/viewprofilepage/user-id/5448463)

Please share what you have written for the rule so far. I am guessing you are in cloud, instead of giving JQL in trigger, you need to use lookupIssues and give your JQL there.

And then next, you do Advanced Branching (for each), give smartvalue as {{lookupIssues.key}}, give any variable name you want..

click next, choose clone action, and update your summary by appending the date, choose labels field and remove the TEMPLATE etc.

Its straight forward, try it and let us know if issues but do share screenshot of rule / audit logs.


Tags: clone
JQL Query- for Parent task closed and sub task open
Asked by Swati Sharma:

Need solution for :

PFD = closed(PFD is parent task)

and all sub task open

tried below

project = "PFD" AND (type IN("PFD Request") AND status = Closed)

and type in ("Sub-Task ROM Estimate", "Sub-Task COM Estimate", "Sub-Task Testing")

and status in ("Awaiting Sign Off", "Being Assessed", "For Impact Assessment", "In Allocation", "In Analysis", "In Validation", New, "Not Assigned to Tech", "On Hold", Open, "Pending PO Approval", "Pending Requester Sign off", "Request Review")

ORDER BY created DESC

but not getting result, please assist


Answers:
author: Bill Sheboy
body: Hi [@Swati Sharma](/t5/user/viewprofilepage/user-id/5094144)

That is not possible with the built-in features of JQL. It could be performed with a marketplace addon to extend the features of JQL, or in several steps, using the results of one query to build the next one manually.

You posted this question in the Automation area. Are you trying to perform such a query in an automation rule? If so, the manual combining of queries I noted could be done with an automation rule.

Kind regards,  
Bill


author: Dexter de Vera
body: Hi [@Swati Sharma](/t5/user/viewprofilepage/user-id/5094144) ,

Getting the parents of subtasks / subtasks of parents using JQL is not supported. You must use a plugin such as Power Scripts or Scriptrunner.
Automation to incremebent a field on specific transition path
Asked by Lexi:

So, I am using this solution which works great for one of my use cases. <https://community.atlassian.com/t5/Jira-Software-questions/Increment-Custom-Field-on-Transition/qaq-p/138821>

BUT i have a second use case where i need to only increment a field if a specific transtion path used to get to a status.

I have the statuses FAILED and QA to DO

From Failed there are 2 paths back to QA to DO

1) Failed -\> In progress -\> resolved -\> QA to DO

2) Failed -\> QA to Do

with the second path, the user clicks the "invalid workflow" button. When THAT specific action happens i want to increment my custom field of "invalid failure count"

How do i do this? the solution i linked will increment that field no matter which path is taken?


Answers:
author: Camilo Galleguillos
body: Hi, [@Lexi](/t5/user/viewprofilepage/user-id/3855655)

The native solution would be to create two separate automation rules, specifying both the source and target statuses for each case. E.g:

* From status "Resolved" to status "QA to DO" -\> Add to counter field A
* From status "Failed" to status "QA to DO" -\> Add to counter field B

Best,  
**Camilo Galleguillos R.**

comments: author: Lexi
body: i fear i may have overthought this.....will try that.....feeling a little silly now


author: Bill Sheboy
body: Hi [@Lexi](/t5/user/viewprofilepage/user-id/3855655)

I believe your link to that old post is truncated. Is this the one you wanted?

<https://community.atlassian.com/t5/Jira-Software-questions/Increment-Custom-Field-on-Transition/qaq-p/1388215>

If so, please post an image of your complete rule and the audit log details showing the rule execution; those will provide context for the community to help.

Kind regards,  
Bill