youngmon/atlassian-qna huggingface dataset:
Email Attachment links via email to 3rd party (not a request particpiant) via automation
Asked by Danny Marshall:

I am trying to email with attachment links to a 3rd party (not a request participant) via automation so they can access the attachments without needing to login to the client portal. Initially they were getting a forbidden error when they clicked on the link, so I changed this setting inside the project.

![firefox_ISdCHZ7R6v.png](https://community.atlassian.com/t5/image/serverpage/image-id/341202iA143D3D1C98A35E8/image-size/large?v=v2&px=999 "firefox_ISdCHZ7R6v.png")

That didn't fix the issue and they still received the "You do not have permission to view attachment with id...", so I created a new rule using the steps outlined in this [article](https://confluence.atlassian.com/jirakb/jira-automation-403-forbidden-when-opening-email-attachments-sent-to-customers-1206791694.html). They are no longer getting a forbidden error but they are being asked to log in to access the attachments.

Does anyone have a solution to this issue or know what I am missing?


Answers:
author: Marini Marini
body: Hi [@Danny Marshall](/t5/user/viewprofilepage/user-id/5226129)

Maybe you need to tick **Customers can access and send requests from the portal without logging in** in the **Customer access** page. Refer to this [KB article](https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/#Allow-customers-to-create-accounts).

-Marini

comments: author: Danny Marshall
body: Thanks for that [@Marini Marini](/t5/user/viewprofilepage/user-id/5298178), I made that change to our site, however, we are still being asked to log in to access the attachments.


author: Marini Marini
body: [@Danny Marshall](/t5/user/viewprofilepage/user-id/5226129)

I found a Suggestion ticket about the feature you are looking for [JSDCLOUD-4222](https://jira.atlassian.com/browse/JSDCLOUD-4222). It has been gathering interest for quite some time though.

That [attachment secured link](https://community.atlassian.com/t5/Jira-Service-Management-articles/Jira-Service-Management-direct-access-to-attachments-via-email/ba-p/1965969) is meant for attachments added by agents/customers directly to the ticket. If the size is bigger than 6MB or not an image, [a uniquely generated link is shown](https://support.atlassian.com/jira-service-management-cloud/docs/attach-files-and-screenshots-to-issues/) in the email where anyone on the web can download the file if they have the URL.

-Marini


Tags: cloud

jira-service-management

jira-service-management-cloud
Find out how to manually create a request channel
Asked by Dd:

Hi,

When trying to set up request channels (I need more than 1) I get a link to a document in HALP to learn how to create a request channel manually.

But when I get to HALP it asks for credentials and nothing works.

Can anyone explain or direct to documentation that described HOW TO CREATE A REQUEST CHANNEL?

Does anyone know how I do get access to HALP?

Thanks

Dd


Answers:
author: Dd
body: It can be done by adding ASSIST to the channel


Tags: cloud

jira-service-management

jira-service-management-cloud
Checklist automation check items
Asked by Alan Irving:

I have a Hardware Request ticket which has an associated Checklist assigned as default when the ticket is created. The checklist is for building the laptop which could be Mac or PC. Some of the checklist items cover both devices and some are unique to each device.

An example would be a ticket is for Mac, therefore I manually set any checklist items that are for PC to Skipped, leaving the Mac and combined checklist items for completion on device set up.

When the ticket is created, it has a Summary field of the user's name, prefixed by 'Laptop -'. When it is identified that they are getting Mac or PC, the Summary field is edited, and 'Laptop' is replaced with 'Mac' or 'PC'.

Would it be possible to have an automation that detects the change to Mac or PC in Summary, and then set specific checklist items to Skipped so I don't have to manually do it? I don't want to create separate Checklists for PC and Mac as it's more to maintain if checklist design changes are made.

I've had a good search online and don't see anything about automating checklist item values but if anybody has any ideas, it would be appreciated.

We have Checklist Pro and are on JSM Premium.


Answers:
author: Adaeze_Jude_HEROCODERS
body: Hello [@Alan Irving](/t5/user/viewprofilepage/user-id/5130100)

Welcome to the Community!

I work with the Team behind Checklist for Jira \| PRO.

I understand your requirement, which is possible using the sample automation rule below:![chrome_gJeUOC0myg.png](https://community.atlassian.com/t5/image/serverpage/image-id/341222iAFD6E9B8348D3544/image-size/large?v=v2&px=999 "chrome_gJeUOC0myg.png")

You can use either of the conditions to check the content of the summary.

The last component is to add the Checklist using the label integration feature. Please see the details [here](https://docs.herocoders.com/checklist/apply-checklist-template).

I will gladly discuss this further with you; please reach out [here](https://herocoders.atlassian.net/servicedesk/customer/portals).

comments: author: Alan Irving
body: Hi Adaeze,

Thanks for your quick response on my question. I've followed the steps you mentioned and that worked very well. I've split my Checklist into separate one's for PC \& Mac and they are now auto-assigned based on the Summary field rename.

Many thanks for your prompt assistance, it was much appreciated.

Cheers!!


Tags: automation

checklist

cloud

jira-service-management

jira-service-management-cloud
Integrating a Client's Jira Service Management Instance with My Company's Jira Account
Asked by Rajat Samseriya:

Hi Community,

I have a Jira Service Management account under Jira Software, where I've already created a support workflow setup for customer XYZ. Now, I want to add my client's Jira Service Management instance as an independent project within my company's Jira account.

Can someone guide me on how to configure this setup? Specifically, I'm looking for best practices to integrate the client's JSM instance without affecting our existing workflows and projects.

Thanks in advance for your help!


Answers:
author: John Funk
body: Hi Rajat,

This would be done with the Permission Scheme and Project Roles. Add users to the project in the People section under Project Settings. Assign the users one or more roles.

Then modify the Permission Scheme for the project (it should be a non-shared scheme) to use the Project Roles you have just populated.


Tags: cloud

jira-service-management

jira-service-management-cloud
It is possible to pause SLA using Custom field ?
Asked by RAMCEL MAGNAYE:

It is possible to pause SLA using Custom field ?


Answers:
author: Ravina
body: Hi [@RAMCEL MAGNAYE](/t5/user/viewprofilepage/user-id/5482981) You can check the below related community post for more details.

<https://community.atlassian.com/t5/Jira-questions/SLA-and-custom-field/qaq-p/2466457>

<https://community.atlassian.com/t5/Jira-Service-Management/How-to-add-a-SLA-condition-about-a-field-value/qaq-p/2434010>

<https://community.atlassian.com/t5/Jira-Service-Management/Add-SLA-conditions-based-on-custom-field/qaq-p/1590567>

<https://community.atlassian.com/t5/Jira-Service-Management/How-to-create-SLA-with-Custom-Field-Status-change-as-the/qaq-p/2688550>


author: Dexter de Vera
body: Hi [@RAMCEL MAGNAYE](/t5/user/viewprofilepage/user-id/5482981) ,

Based on my knowledge you can't select any custom field under pause in SLA.

There are some system fields you can use to pause a SLA like due date, assignee, and resolution. But most likely the pause is commonly based on status.

Hope it helps.

Thank you.


Tags: cloud

jira-service-management

jira-service-management-cloud
Data Center custom issue icons low quality
Asked by Mariano Edvardsson:

Hello! As trivial as this might sound, my OCD cannot fight with it.

Why is it that when I assign a custom icon for an issue type, it gets uploaded in low res?

I am using decently sized png images yet they get imported like 2001 gifs!

![Screenshot 2024-08-11 at 21.47.42.png](/t5/image/serverpage/image-id/341135i1096885E14A83C06/image-size/large?v=v2&px=999 "Screenshot 2024-08-11 at 21.47.42.png")

Default ones like Sub task and task look fine, but Service Request and Website ideas which are custom issue types look extremely pixlated ??


Answers:
author: Mariano Edvardsson
body: I've answered my own question yet again! xd

<https://community.atlassian.com/t5/Jira-Service-Management/Why-is-my-custom-request-icon-blurry/qaq-p/1577732>


Tags: icon

issue-type

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
How can I resolve asset names in JSM from a ticket?
Asked by Tim Kennett:

Hi everyone,

I need to send an email to an outside client and I can pull all the data I need from JSON customfield_101\*\* etc from the ticket but I can't figure out how to get the name of an asset that I've assigned on the request type or on the form using the same method.

I presume I am supposed to use a lookup Object reference or Lookup objects method but the examples on the Atlassian website aren't helping.

From the ticket I can get the

["customfield_10111"](https://discoveryparks-sandbox-275.atlassian.net/rest/api/2/issue/IH-1109?expand=names): \[

{

"workspaceId": "\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*\*",

"id": "\*\*\*\*\*\*\*\*\*\* : \*\*",

"objectId": "\*\*"

}

and using the details I get from the above entries I can "Manually" resolve the correct information in the assets. Is it even possible? Please ask me for more information if needed.

Any help would be appreciated.

Tim


Answers:
author: Mark Higgins
body: Hi Tim,

Welcome to the community !

Yes, you do need to Lookup the object from Assets.

Inside Automation, there is a Lookup Objects command, that will Lookup the object from your schema.

![Screenshot 2024-08-12 130114.png](https://community.atlassian.com/t5/image/serverpage/image-id/341136i7FB4EAF238CDB0E2/image-size/large?v=v2&px=999 "Screenshot 2024-08-12 130114.png")

Once you have done that, all the attributes for the Object will be available via

{{lookupObjects.\<Attribute name\>}}

which you can place inside your send email request.

![Screenshot 2024-08-12 130327.png](https://community.atlassian.com/t5/image/serverpage/image-id/341137i2437D09480B6B707/image-size/large?v=v2&px=999 "Screenshot 2024-08-12 130327.png")

Let me know if I'm on the right track

Cheers

Mark

comments: author: Tim Kennett
body: Mark SPOT ON!!!!

Thank you for your example!!!!! I can't thank you enough. Its been a thorn in my side for a couple of days now.

I was on the right track but just needed a GREAT example like yours.

Thanks again!!!!!!

Tim


author: Mark Higgins
body: Thanks Tim,

Your response has made my day.

Mark


Tags: cloud

cloud-automation

customfield

jira-service-management

jira-service-management-cloud

lookup-objects
Summary Field in Request Types
Asked by kara.decker@jackson.com:

I was wondering if it is possible to pull information from other fields into the summary field in Request Types when someone submits a request.

I would like the summary to say "Ergonomic Service Request - Associates Name".

Where the associates name would be pulled from the custom field that is also in the request type.

![Capture JSM.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/341119i9B0A554411D6F8CB/image-size/large?v=v2&px=999 "Capture JSM.PNG")


Answers:
author: Joseph Chung Yin
body: [kara.decker@jackson.com](/t5/user/viewprofilepage/user-id/5565754)

Welcome to the community. Unfortunately you cannot add field value into the default text for the Summary field when just using the request type field design.

You have two options -

1) Customize your specific WF for the issue type that is used for your request type. In the "Create Issue" transition, you can create a post-function call to update the issue summary. However this will require a third party add-on (i.e. JMWE - [https://marketplace.atlassian.com/apps/292/jira-misc-workflow-extensions-jmwe?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/292/jira-misc-workflow-extensions-jmwe?tab=overview&hosting=cloud)) which it give you an enhanced Set Field Value operational function for post-function setup.

2) Use Automation for Jira (this is an out of the box component functionality with JSM), where you can create an automation rule to be triggered off from "Issue Created" event, then add the action "Edit Issue" to update the Summary field using the default value you have setup in your request type configuration and then append the value from the custom field. Here are the reference link for Automation for Jira -

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

I would choose the 2nd option since it is free from your JSM subscription.

Hope this helps.

Best, Joseph Chung Yin

comments: author: kara.decker@jackson.com
body: Thank you!

That is what I was finding but needed further confirmation.


author: Nicolas Werle _Decadis AG_
body: Hello [kara.decker@jackson.com](/t5/user/viewprofilepage/user-id/5565754)  
I am part of the Support Team for Decadis and I would like to share with you some information about our app.

**Jira Workflow Toolbox Cloud** is a powerful app that can help you customize workflows with versatile **Conditions** , **Validators** and **Post functions**.

You can use the **Update or copy field values** post function to update the summary of an issue. You can find more information and use cases here: <https://apps.decadis.net/display/JWTSDC/Update+or+copy+field+values>

If you need more information, you can always visit our **[documentation](https://www.decadis.de/app/jira-workflow-toolbox-cloud)** or contact us via our **[Service Desk](https://support.decadis.net)**.

With kind regards,

Nicolas


Tags: cloud

jira-service-management

jira-service-management-cloud
Slack integration with Jira Ticketing System (a.k.a. Jira Service Management) for external customers
Asked by Dd:

Hi,

Is there any good documentation (videos will be nice) explaining all that can be done using Slack as the chat tool for the Jira Ticketing System (a.k.a. Jira Service Management) with external customers?

Thanks

Dd


Answers:
author: Logan Vantrease
body: Hi [@Dd](/t5/user/viewprofilepage/user-id/5057440)  

What you are asking for seems easy on the surface, but is more challenging than you think.  

The answer is, it depends. Are you using External Slack Shared channels to support these customers, or are they single channel guests in your slack workspace?  

From there, it depends on whether or not you are creating the tickets for them, or if they are creating them themselves.   

Our app [Helpdesk+](https://marketplace.atlassian.com/apps/1224706/helpdesk-ai-powered-slack-support?tab=overview&hosting=cloud) is built to reflect JSM in Slack, but the way it works in shred channels sometimes get very wonky on the exact interaction you are looking to try and achieve your customers.   

Best,  
Logan


author: Joseph Chung Yin
body: [@Dd](/t5/user/viewprofilepage/user-id/5057440) -

Can you provide more details on your ask? What do you mean by JTS - Are you referring to JSON Time Series (JTS)?

If you are thinking using Slack with JSM, then you should look the following reference links -

<https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/chat#overview>

Or if you are asking for how to use Slack with external customer, if so, you should just look for Slack from the web search.

Please advise.

Best, Joseph

comments: author: Dd
body: I wrote the question badly -sorry.

Rewrote.

Thanks


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation vs Customer Notificatios
Asked by Kelly Phillips:

I am trying to get the issue URL to be displayed in a Automation 'Send email' in the content field.

When doing the same thing in the Customer Notification settings, I use the syntax, "\[Displaytext\|httpaddress\].

But when doing the same in the Automation, this doesn't work. I've tried this: \[View request\|{{issue.url}}\], but it is displayed as plain text when the reporter receives the email.


Answers:
author: Joseph Chung Yin
body: [@Kelly Phillips](/t5/user/viewprofilepage/user-id/3325675) -

The Wiki render syntax will not work. You will have to use the HTML syntax in your Send Email action's email content

\<a href="{{issue.Url}}"\>{{issue.summary}}\</a\>

or

\<a href="{{issue.toUrl}}"\>{{issue.key}}\</a\>

I would use the issue.key instead of issue.summary for the clickable portion, and use issue.summary in your email content in my opinion.

Here are the reference extraction from Atlassian on issue smart values for URL

{{issue.url}} {#toc-hId--349764069}
-----------------------------------

The URL to access the issue. Also provides the customer portal URL for Jira Service Management requests.

### Available properties: {#toc-hId-340797405}

* {{issue.url}} - Returns the URL of the issue.

* {{issue.url.customer}} - Returns the customer portal URL (for Jira Service Management requests)

Hope this helps.

Best, Joseph

comments: author: Kelly Phillips
body: Thanks Joseph!


author: John Funk
body: Hi Kelly,

I typically use this format:

\<a href="{{issue.toUrl}}"\>{{issue.summary}}\</a\>

where summary is the Exact field name of your field. This will show the value of the field but will be clickable for the user. If you want to use the title of the issue, just leave it with the summary field.


author: Christopher Yen
body: Hi [@Kelly Phillips](/t5/user/viewprofilepage/user-id/3325675)

I think you will have to use some HTML in the email action

This formatting should work,

\<a href="{{url}}"\>View Request\</a\>

i would test this out for you but I'm on mobile for the weekend right now but let us know if it works or not and if not I'll test in my sandbox when im back at my computer

comments: author: Christopher Yen
body: might be {{issue.url}}


Tags: cloud

jira-service-management

jira-service-management-cloud
Filter Scope (AQL)
Asked by Mariusz Kaczor:

Hello,

I would like to limit the results for the Assets object custom field. I would like to limitthe results for User that he only will see the name of group in which he is a manager. I can managed that, butit is only a partof AQL as I also need for one person from HR to see allthe group, and when I am adding second part of condition he can see all group but also the managers can see all group not only that one which belongs to them, it looks like they are not stopped before or and as they meet the condition they also see all groups. Thr AQL:

```
(objectType = "Organization" AND "Status" = active? AND "Manager" = currentUser()) OR? (objectType = "Struktura organizacyjna" AND "Status" = active) ORDER BY code ASC
```

- when I use this one everyone is seeing every group

I was thinkig to add condition to the seond part for this HR person but it does not work:

I was trying to add:
> AND "currentUser()" = "TheUserName"

or
> AND User = "TheUserName"


Answers:
author: Lisa Forstberg
body: Hi there [@Mariusz Kaczor](/t5/user/viewprofilepage/user-id/4913329)

Welcome to the community. Can you add a screenshot of the Asset customfield configuration please?

I suspect having the OR in the AQL is not helping your use case. what happens if you only use

```
objectType = "Organization" AND "Status" = active? AND "Manager" = currentUser()
```

all the best

Lisa

comments: author: Mariusz Kaczor
body: Hi [@Lisa Forstberg](/t5/user/viewprofilepage/user-id/5101516) ,

thank you for your answer. When Iput only this part it works properly for the managers, but for this one person who should see all of them, does not work at all, as he does not see any group.

Below screen from Asset configuration.

![Organization.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/341173i9377BFC98248A658/image-size/large?v=v2&px=999 "Organization.PNG")


Tags: aql

assets

cloud

jira-service-management

jira-service-management-cloud
i want to creat a project in jira. at the level of creation after choosing EPIC i see only epic name
Asked by Alphonso Yemsilack:

i want to creat a project in jira. at the level of creation after choosing EPIC i see only epic name and no summary about the issue created . where is my wrong in creating?


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

I am have trouble following your scenario. What steps exactly did you do, and what exactly are you expecting to see?


author: Vibhu Agarwal
body: Hi [@Alphonso Yemsilack](/t5/user/viewprofilepage/user-id/5558811) ,

Although i'm not an expert in this field.

But according to me, If you are creating an Epic then you can go with the name only.

Although there's not a seperate option of Summary, you can add your details in Description box after creating an Epic.

And when you are creating an Issue inside an Epic like Story, Task or Bug then you got the option of adding a summary, and if anyhow you're not getting an option of summary there as well then you can create it without summary and add summary directly after creation of issue inside Epic.

I hope this will help.


Tags: cloud

jira-service-management

jira-service-management-cloud
How do I filter the branches and premises of the Client Scheme in my form?
Asked by yuliana seijas:

How do I filter the branches and premises of the Client Scheme in my form?

my Scheme

![CLIENTES-SUCUSALES-LOCALES.png](https://community.atlassian.com/t5/image/serverpage/image-id/341042i39F4643932AE7610/image-size/large?v=v2&px=999 "CLIENTES-SUCUSALES-LOCALES.png")

object Sucursales

![objeto-sucursales.png](https://community.atlassian.com/t5/image/serverpage/image-id/341044iC4226D2FD4CE33BD/image-size/large?v=v2&px=999 "objeto-sucursales.png")

object Locales

![objetos-locales.png](https://community.atlassian.com/t5/image/serverpage/image-id/341045i1F3C8D9218D7B491/image-size/large?v=v2&px=999 "objetos-locales.png")

my form

![myform.png](https://community.atlassian.com/t5/image/serverpage/image-id/341046i563E17C46A8A1D91/image-size/large?v=v2&px=999 "myform.png")


Answers:
author: Joseph Chung Yin
body: [@yuliana seijas](/t5/user/viewprofilepage/user-id/5558759) -

If I read your ask correctly, you want the ability to get your FORMs setup to map to your Jira/JSM custom fields (sourced from Assets schema setup)? Can you please confirm if my understanding is correct? Or, you want to know how to proper configure your custom field setup?

What does your FORM behave current, if you simply using the Create process in the project UI, does the custom field works as expected?

Please advise, so we can further assist you.

Best, Joseph Chung Yin

comments: author: yuliana seijas
body: Correct, I want to have the ability to configure FORMS to map to your Jira/JSM custom fields (taken from the Assets schema configuration).  
Right now they are not working as desired, I want them to cascade load fields that I have configured in objects and attributes. For example: If I select the "Store" field, it will drop down to another "Locations" field associated with that Store.


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud