youngmon/atlassian-qna huggingface dataset:
Can non-agents change the status of an issue?
Asked by Greg Nash:

Hate to resort to the boards, but I've been searching for hours, and it seems I'm overwhelmed by the amount of features/settings.

I've recently added a Jira Service Management queue to one of our internal Slack channels, where the internal team raise questions, or issues (external customers are never in this channel). Currently, everything posted into the channel gets a ticket emoji, and then an issue created, with the Assist bot automatically creating 2 replies. This is all good so far ??

My wish is, I'd like anybody in that Slack channel (ie all employees at the company) to be able to change the status of one of these new tickets, using the 'Change Status' button in Slack. Us admins can change the status without issue, but I'd like the wider team to be able to do this, without making them all agents and running up a huge bill.

Is this possible? (The project is currently a company-managed project). Huge thanks


Answers:
author: Seon Shakespeare
body: Hi Greg,

Welcome to the community!

Unfortunately, changing the status of a service desk issue in JSM *always* requires an agent licence.

Here's what I recommend considering:

1. **Re-evaluate the Need for Status Changes:**

   * Could your team achieve their goals without directly changing issue statuses?
   * Perhaps they could use comments to indicate progress or completion, and agents could then handle the status transitions.
2. **Limited Agent Licences:**

   * If status changes are essential, consider providing a limited number of agent licences to key team members who are responsible for managing those transitions.

**Recommendation:**

Have a conversation with your team to determine if direct status changes by non-agents are truly essential. If they are, providing a few agent licences might be the most straightforward solution, even if it comes with a cost.

Hope this helps!


author: Greg Nash
body: Thanks for the advice here. Automations and Slack emojis is also another way that we can achieve this ??


author: Cristian IONESCU
body: Hi Greg,

You ca try:

Go to Workflow and edit it.

Go to the Transition/s that you need to pe performed by Customer/s and please check the box: Show transition in the customer portal.  

Basically this will let the Customer to perform the transition via the portal.


Tags: agent

cloud

jira-service-management

jira-service-management-cloud

status
Banner/ Pop-up incident list in Jira service management portal
Asked by Albert Manuel:

Hi there,

Is there an automated way of displaying if there is an active indent in the JSM portal so that the users will not create 43474567456 tickets and just know about it?

I know there is a status page plugin, but it was kinda buggy in the past. Are there any other solutions? Addons, scripts, customs, it doesn't matter.

Thanks.


Answers:
author: Christopher Yen
body: In a previous tool I was able to automate something like this using incident counts but with JSM our solution has been on the process side. We manually utilize the portal announcement feature to let customers know we're aware of any outage, link to any vendor status pages, as well as pin a message in our IT Slack channel.

![2024-07-16 15_19_42-Window.png](https://community.atlassian.com/t5/image/serverpage/image-id/335974iB6E17247A782B33C/image-size/large?v=v2&px=999 "2024-07-16 15_19_42-Window.png")


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Trouble integrating JSM with Opsgenie
Asked by Timo Fitzner:

I was trying to connect JSM with Opsgenie as stated here is this article

<https://confluence.atlassian.com/jirakb/how-to-close-opsgenie-alert-when-corresponding-incident-issue-is-resolved-or-closed-in-jira-service-management-1295385279.html>

Unfortunately there is no possibility to choose the JSM integration in Opsgenie. What can i do to make it work?


Answers:
author: Fabian Lim
body: Hi [@Timo Fitzner](/t5/user/viewprofilepage/user-id/5509248)

Welcome to the community.

Can you confirm that both instances are in the same url? They would have to be in the same instance or it will not allow you to choose it as an option.

Regards,

Fabian

comments: author: Timo Fitzner
body: Hey Fabian,

yes both have the same instance url.


author: Fabian Lim
body: [@Timo Fitzner](/t5/user/viewprofilepage/user-id/5509248) : I suggest you open up a ticket with Atlassian. The JSM option should be visible.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software

opsgenie
Problem Management - Atlassian Standard
Asked by Samuel Ahrens:

Hi there,

I want to understand the standard version of the Problem Management Workflow in Jira more specifically. But I have some questions where you probably can help me:

I do not completely understand the difference between "Under Investigation" and "Under Review." I tried to understand the workflow better, so I researched on the Atlassian site and found the article I attached. But it didn't really help me because it doesn't really describe the different steps of the workflow and the different Status.

Could you help me with this?

Thank you.

[Problem Management in Jira Service Management \| Atlassian](https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/problem-management#how-it-works)  


Answers:
author: Bp SchTon
body: Hello Samual,

you might have a look at <https://www.atlassian.com/itsm/problem-management/process> where a problem management process is described. See step 2 "Categorization and prioritization" and step 3 "Investigation and diagnosis". Step 2 may be the "Under Review", step 3 "Under Investigation".

Kind Regards,

Birgit.


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

Basically, the statuses are just names that Atlassian came up with for their template. You can call them whatever you want them to be and/or they can mean whatever you want them to mean. So, you decide what each of those means. And if you don't like the names, replace them by inserting new statuses in your workflow. (Don't rename them, replace them).

comments: author: Bp SchTon
body: Hello John,

I certainly assume, that the Atlassian suggested workflow templates do not just contain "names", but provide a meaningful starting point. I have the same question as Samuel. What is a reasonable action behind "Under Review" and "Under Investigation"? What had Atlassian in mind when distinguishing between these two steps in the workflow?

Kind Regards,

Birgit.


author: John Funk
body: Regardless of Atlassian's intent - they are just names. You should not implement processes that you don't understand or know what they mean. You should implement YOUR processes, not someone else's.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to move assets to other sublocation in the same object type
Asked by Yeison Castro:

Hi Community,

I'd like to move 3 assets including created/updated datum and all other attributes from one OLD object-type location to a new one. Is there a way to do it?

So far I only could find the option to export the 3 asset and succesfullly imported again in the new location but the created/update attribute is then replace with new one. We need to preserve this information because of ISO compliance.

Thank you for support.

![2024-07-16_10-24-03.jpg](/t5/image/serverpage/image-id/335828i384067EB0C165838/image-size/large?v=v2&px=999 "2024-07-16_10-24-03.jpg")


Answers:
author: Adolfo Casari
body: I think currently is not possible to preserve creation date when importing via CSV.

<https://confluence.atlassian.com/jirakb/workaround-to-import-created-and-updated-values-of-asset-objects-1115147701.html>

comments: author: Yeison Castro
body: Hi Adolfo, thank a lot for your reply and sharing the workaround. I gonna try it ?.

Strange anyway that just moving the asset preserving the attributes is not possible yet and that Attlassian had the Feauture request already 1 year old without new updates.

[JSDCLOUD-12388](https://jira.atlassian.com/browse/JSDCLOUD-12388)


author: Yeison Castro
body: I've found this possible related post from [@Kenny Fairlie](/t5/user/viewprofilepage/user-id/5498203) : [2698963](https://community.atlassian.com/t5/Jira-Service-Management/How-to-move-assets-between-object-schemas/qaq-p/2698963?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*)

and then follow it to the feature request that [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) suggested. [JSDCLOUD-10000](https://jira.atlassian.com/browse/JSDCLOUD-10000)

Hopefully there is a way to do it with scripting or other kind of export/import in the meantime. All suggestions welcome ?


Tags: cloud

jira-service-management

jira-service-management-cloud
Notification on a FAILED email request on JSM
Asked by rtamam:

Is it possible getting an email notification when Email Request has been FAILED for any reason?

![jira_com2.png](https://community.atlassian.com/t5/image/serverpage/image-id/335807iC1E7D81BD0361B94/image-size/large?v=v2&px=999 "jira_com2.png")


Answers:
author: Nikola Perisic
body: Hello [@rtamam](/t5/user/viewprofilepage/user-id/4282327) , currently there is no feature that supports this use case. As an alternative, you can always keep an eye on for the Atlassian cloud roadmap, Atlassian RFC. You can always raise support ticket for Atlassian with this suggestion.

comments: author: rtamam
body: Thanks!


author: John Funk
body: Hi [@rtamam](/t5/user/viewprofilepage/user-id/4282327)

I don't think there is a function to be able to do that at the present time. You might open a support ticket with Atlassian for that suggestion. In the short term, you should manually check the log here for any items.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to add the reporter or the creator of the ticket to be the last approver of the ticket
Asked by Mar Angelo L_ Tareno:

I need to be the last approver of the ticket is the creator of ticket(reporter). how can I assign the reporter to be approver?


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

I would suggest that you have a multi-step approval process and when the issue moves into the status prior to the last approval status, then populate the Approvers field with the value of the Reporter using an automation rule.

comments: author: Mar Angelo L_ Tareno
body: Can you give me a fully detailed?

I already try it, but I can find the reporter field to assign on last approver


author: John Funk
body: Can you share what you have so far? Are you using an automation rule to populate the Approvers field with the Reporter?


Tags: cloud

cloud-automation

jira-service-management

jira-service-management-cloud
How I can change schedule 2 weeks before before internship?
Asked by Siti Nur Atikah:

Hi. There is one more thing that I am not sure of. How can I change the schedule to 2 weeks before the due date. In this picture, I set the schedule every 5 minutes. But in my case, I would like to give reminder 2 weeks before due date to send in Slack

![image (4).png](https://community.atlassian.com/t5/image/serverpage/image-id/169229iEFCE84CC3CADAA83/image-size/large?v=v2&px=999 "image (4).png")


Answers:
author: Curt Holley
body: Just schedule a daily automation rule to look for due date 14 days from now and set up your look up the same way.

![dd.png](https://community.atlassian.com/t5/image/serverpage/image-id/169293i5605FC7CA554DAC5/image-size/large?v=v2&px=999 "dd.png")

comments: author: Siti Nur Atikah
body: Thank you for helping and has succeeded.
I have set a series of sub-tasks. But I want to set the status of these sub-tasks to "To do"
Asked by Jerin Geevarghese:

I have set a series of sub-tasks created by an automation rule. But I want to set the status of these sub-tasks to "To do" instead of the usual "Open".

In the automation rule page I only get the option of using the additional field "current status", which as already been set to "To Do". It does not reflect in the statuses of the sub-tasks though. How can this be resolved?


Answers:
author: Jack Brickey
body: What does your workflow look like for subtasks? Often the initial status for issues is "To Do" not "Open". In my mind the two statuses are the same. If your workflow has both statuses and To Do follows Open and you want. The status to be To Do then you can add an action in your automation to transition to To do.

comments: author: Mykenna Cepek
body: Interestingly, the Create Issue action does not offer the Status field as something that can be set on create.

To implement [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369)'s suggestion, after the "Create Issue" action for each subtask, you'd add:

* a Branch with Type = "Most recently created issue"
* a "Transition Issue" action with Destination status = "Open"

However, I'd also suggest you inspect the workflow. I'm wondering why newly created issues in your project aren't starting out in the status you want.


author: Jack Brickey
body: Precisely


author: Jerin Geevarghese
body: Thank you for your responses.

I am not sure why it does not reflect either. But I added the transition to issue as "To do" and now it works. :)
How can you have workflow create a story on an epic when another story is closed?
Asked by Ray Albert:

I am working on a new workflow that would do this.

when a person creates an epic and utilizes a certain word - decom

that the workflow would create the epic and 1 story assigned to a dept to process (i have that working).

once that team has closed it, then it would then create another story and keep it assigned to that same epic.

This could happen multiple times depending on the decom ticket and which teams need to process a removal of an item.

This needs to be done in order as if anyone rejects, than the process would stop. but also, the process has to be done in order or alarms go off.


Answers:
author: Gaurav
body: Hello [@Ray Albert](/t5/user/viewprofilepage/user-id/3933161)

As I understand the problem statement, I believe this is not possible using the workflow rather this can be accomplished by leveraging Automation.

Using Automation you can define as soon as the Story for Dept1 is resolved, a new story is created, linked to the epic and assigned to the appropriate team.

In case the Story is rejected, then the process stops and no further stories are created.

Please let me know if this aligns with the use case.

Kindly accept the answer of this helps.

comments: author: Ray Albert
body: How and what is the automation?


author: Gaurav
body: Automation is a new feature in Jira, which used to be a plugin earlier. It helps automate repetitive tasks with low-code/ no-code implementation.

Please refer to the Atlassian documentation [here](https://www.atlassian.com/software/jira/features/automation).


author: Ray Albert
body: what version of Jira do you need to be on to have this. If we are not on that version is the Plugin Free and where do you get the plugin?


author: Gaurav
body: This is natively available for all Cloud instances, while for Server or Data Centre it is available as a plugin. The plugin details are available [here](https://marketplace.atlassian.com/apps/1215460/automation-for-jira?hosting=server&tab=overview).


author: Ray Albert
body: Thank you. I will get with my Jira admin and get them working on downloading the Plugin. Thank you for your assistance and help.


Tags: workflow
Is it possible to pull up customer information from a customers email address?
Asked by David B:

I am currently trying to change the reporter of issues coming in from the web channel on our project. The issues come in from a generic email and I can parse out the email address from the description and when I try to add the customer to the service desk I get an error saying they already exist.

![jira_2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/168996i9F8927A9B2374DD8/image-size/large?v=v2&px=999 "jira_2.jpg")![jira_1.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/168997i4402FBF58BB9EE4C/image-size/large?v=v2&px=999 "jira_1.jpg")

![jira_2.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/168998i6D85BA2A200A579C/image-size/large?v=v2&px=999 "jira_2.jpg")

I don't know if there is a better way to go about doing this or why I am getting the error message. Any insight would be appreciated.


Answers:
author: David B
body: I am not sure if there is a more elegant solution to my goal but after some messing around with the automation, I ended up putting a .trim() on the end of the add new customer input and it no longer was giving me an error about the email already existing and everything else worked. I guess I consider this closed?
JIRA not letting to close sprint irrespective of issues being accepted
Asked by Mohammed Riaz:

Hi,

Im the scrum Master and one of my JIRA board is not letting me to close my previous sprint , it gives me a list of issues and says these are not letting to close the sprint, but all the issues and their child or either in Accepted,Done or Closed status.

Can some one from JIRA support help me on this pls.


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

For an issue to be considered Completed on a scrum board, the issue must be in the far right hand column (last column) regardless of what the status is.

comments: author: Mohammed Riaz
body: Appreciate your response [@John Funk](/t5/user/viewprofilepage/user-id/7148) I did move them to the far right column and it let me to close the sprint


author: John Funk
body: Great! Glad that worked for you.


author: Tessa Tuteleers
body: Hi [@Mohammed Riaz](/t5/user/viewprofilepage/user-id/5544789) ,

Welcome to the community!

Your board might not be configured right.   
An issue is marked done for jira (strikethrough) when it receives a resolution. If I understand correctly, you add a resolution for the statusses "Accepted", "Done", and "Closed"  

However, a sprint board does not work with resolutions or even statusses directly.   
Issues are done for the sprint when they are in the right most column of the board, in whatever status that might be.

Can you check and confirm those 3 statusses are all mapped to the right most column on your sprint board?

- Tessa

comments: author: Mohammed Riaz
body: Appreciate your response [@Tessa Tuteleers](/t5/user/viewprofilepage/user-id/24152) I did move them to the far right column and it let me to close the sprint


Tags: cloud

jira-service-management

jira-service-management-cloud
How can I set an automation slack for jira when a due date is approaching?
Asked by Siti Nur Atikah:

For example, an intern will end their internship on 12/11/2021. How can I set a reminder that will be send to a channel in slack 2 weeks before the internship ended.

For Ng Sze Jin, the due date for internship is on 31st December 2021. So, I want a channel in slack to give reminder that her internship will ended in 2 weeks before the due date. I try to schedule the date and set it to every day. I am not sure if this is possible.

![image (2).png](https://community.atlassian.com/t5/image/serverpage/image-id/169044i5BF12971556B0C89/image-size/large?v=v2&px=999 "image (2).png")

![image (1).png](https://community.atlassian.com/t5/image/serverpage/image-id/169045i88E8CC4C3FDD9D75/image-size/large?v=v2&px=999 "image (1).png")

I need someone help me. Thank you.


Answers:
author: Ravi Sagar _Sparxsys_
body: Hi [@Siti Nur Atikah](/t5/user/viewprofilepage/user-id/4629765)

You need add in your JQL sub query to filter issues based on due date. Something like this.

```
due >= -1w AND due <= 2w order by created DESC
```

I hope it helps.

Ravi

comments: author: Siti Nur Atikah
body: can I know what do you mean by DESC?


author: Ravi Sagar _Sparxsys_
body: Well it is just to get the results in descending order based on creation date. You don't have to use it.

```
due >= -1w AND due <= 2w 
```

This query should also work fine.

Ravi


author: Siti Nur Atikah
body: ![image (3).png](https://community.atlassian.com/t5/image/serverpage/image-id/169059iB767545705686EBD/image-size/large?v=v2&px=999 "image (3).png")

Is it the Cron expression refer for notification time?


author: Siti Nur Atikah
body: Hi. I have tried your solution and it works for a particular person just like I wanted. Thank you. But, there is one more thing that I am not sure of. How can I change the schedule to 2 weeks before the due date. In this picture, I set the schedule every 5 minutes. But in my case, I would like to give reminder 2 weeks before due date.

![image (4).png](https://community.atlassian.com/t5/image/serverpage/image-id/169229iEFCE84CC3CADAA83/image-size/large?v=v2&px=999 "image (4).png")
Update linked issues when parent issue is resolved
Asked by Michael:

Hi,

I'm trying to create an automation rule that will add comments to all the linked issues when the parent ticket is resolved but when the rule runs it also adds the comment to the parent

Does anybody know if this is possible?

Any help is much appreciated

![automation_rule.JPG](/t5/image/serverpage/image-id/167998i6C5CDF54E3F111D0/image-size/large?v=v2&px=999 "automation_rule.JPG")


Answers:
author: Charlie Gavey
body: Hi [@Michael](/t5/user/viewprofilepage/user-id/4355727),  

You could create a rule with multiple actions, if you wanted to add a comment to the issue that triggered the rule, and add a comment to all linked issues. Here's a screenshot as an example of how this might look.

![Screenshot 2021-11-10 at 10.20.34 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/168633i1E74143381F0064B/image-size/large?v=v2&px=999 "Screenshot 2021-11-10 at 10.20.34 AM.png")  

Hope this helps!  

Cheers,

Charlie


author: Curt Holley
body: I'm a bit confused about what it is you are trying to achieve.

What issue type/s are we talking about here? and what is your definition of Parent in this context?

As your automation is not referencing Parent (for Sub-tasks), or Epic/Epic link (for Stories etc), it is solely about linked issues.

The links from [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) should be helpful though.

Regards

Curt


author: Fabian Lim
body: Hi [@Michael](/t5/user/viewprofilepage/user-id/4355727)

Looks like what you did makes sense. Try using the branch action for another option. Instructions: <https://support.atlassian.com/jira-software-cloud/docs/automation-branches/>

and see if you can branch out to all linked items.

Here is a post that may help you as well: <https://community.atlassian.com/t5/Automation-discussions/Jira-Automation-Video-Tutorial-on-how-to-keep-Parent-and/td-p/1783535>

Regards.


Tags: cloud