youngmon/atlassian-qna huggingface dataset:
SLA Monitoring Dashboard Implementation
Asked by Iris Ayelin:

Hey!

I'm working on developing a dashboard to display two aspects of my project's SLA.

1. Monitor the punctuality of the assigned personnel.

Obtain information about individuals actively involved in the SLA.  
2. Retrieve a list of tickets that have surpassed the SLA timeframe.

I attempted to implement this using the available gadgets, but it appears that using SLA as a statistical type is not supported.

Additionally, I considered creating a custom field that an automatic rule would update, but none of the custom field types seemed capable of receiving data based on JQL queries.

Do you have any suggestions on how to implement this?

Thank you!


Answers:
author: Iris Ayelin
body: [@Yuliia_Borivets__SaaSJet_](/t5/user/viewprofilepage/user-id/4307791) , [@Danut M _StonikByte_](/t5/user/viewprofilepage/user-id/502420)

Thank you both for your valuable suggestion!

However, we are currently exploring options to achieve this goal without relying on a third-party solution that would necessitate installation throughout the entire environment.


author: Yuliia_Borivets__SaaSJet_
body: Hi [@Iris Ayelin](/t5/user/viewprofilepage/user-id/5107223)

The "Filter Results" gadget can help display the results of a specific JQL filter directly on your dashboard if you have some JQL queries that work for your cases.

Also, some reports that can compare your assignees' performance are available with [SLA Time and Reports for Jira](https://marketplace.atlassian.com/apps/1220741/sla-time-and-report-for-jira-track-time-to-sla-deadline?hosting=cloud&tab=overview&utm_source=Atlassian_Community&utm_medium=referral&utm_campaign=Comment_SLA-Monitoring-Dashboard-Implementation_20240129) app developed by my team. You can check out if it can help you.

SLA Met vs Exceeded per Assignee  

![68ebdff7-0d91-4b44-babf-e297e86b2e0b.png](https://community.atlassian.com/t5/image/serverpage/image-id/302898iA8F24153024BB80E/image-size/large?v=v2&px=999 "68ebdff7-0d91-4b44-babf-e297e86b2e0b.png")

General report (tickets with exceeded timers have a **red** color)

![6036a67d-3551-4784-9311-f4009f9b2069.png](https://community.atlassian.com/t5/image/serverpage/image-id/302899i7C6A2FFE91C7A245/image-size/large?v=v2&px=999 "6036a67d-3551-4784-9311-f4009f9b2069.png")


author: Danut M _StonikByte_
body: Hi [@Iris Ayelin](/t5/user/viewprofilepage/user-id/5107223) ,

Have a look over this article from our blog on how to create such dashboard:

[An effective dashboard for Service Desk and Customer Support teams in Jira Service Management](https://blog.stonikbyte.com/2023/05/15/an-effective-dashboard-for-service-desk-and-customer-support-teams-in-jira-service-management/)

The Control Chart gadget will help you easily determine the issues that breached the SLA.

Danut.

Disclosure: I am part of the team that develops the gadgets described in the article.


Tags: dashboard

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

sla
How to copy Jira comments into cloned tickets using automation
Asked by Laxmi Acharya:

Hello,

I am trying to clone the jira comments into cloned tickets using automation.

How can I achieve this?

Thanks,

Laxmi


Answers:
author: BHUSHAN PATIL
body: Hi [@Laxmi Acharya](/t5/user/viewprofilepage/user-id/1738887) ,

To clone Jira comments into cloned tickets using automation, you can follow the steps outlined in the articles below:

[How to copy comments from the original issue to the cloned issue](https://confluence.atlassian.com/jirakb/how-to-copy-comments-from-the-original-issue-to-the-cloned-issue-1236601599.html#:~:text=Cloning%20enables%20you%20to%20%22duplicate,entity%20from%20the%20original%20request)

Also, if you feel my input help you please accept the answer.

Regards,  
Bhushan

comments: author: Laxmi Acharya
body: I'm cloning a ticket but this automation doesn't seem to work. Under automation, actions logs it shows no actions performed


author: Luka Hummel - codefortynine
body: Hi [@Laxmi Acharya](/t5/user/viewprofilepage/user-id/1738887)

If you're struggling to get your automation to work and are willing to use a third-party app, our [Deep Clone for Jira](https://marketplace.atlassian.com/apps/1218652?utm_source=atlassian&utm_medium=referral&utm_campaign=deepj-new-reach-luk-2590931) could help you clone your issues with your comments.

Deep Clone will clone comments as long as you have it checked under **Clone additional fields**.

![2024-01-29 15-20.png](https://community.atlassian.com/t5/image/serverpage/image-id/303053i695C05BE4E93FAFA/image-size/large?v=v2&px=999 "2024-01-29 15-20.png")


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How can I add new workflow for newly created team managed Jira Software Project
Asked by Hafiz Anas:

Hi,  
Hope you are well,  

I just created a new a project and I want to assign or associate a Jira workflow with this project that is already created in workflows but when I go to Jira Project setting and I am not able see to the option of workflow in setting.  

<br />

Can anyone please assist on this?  

![1234.png](https://community.atlassian.com/t5/image/serverpage/image-id/302822i27BAD1DE9AD10F77/image-size/large?v=v2&px=999 "1234.png")  

Thanks in Advance


Answers:
author: BHUSHAN PATIL
body: Hi [@Hafiz Anas](/t5/user/viewprofilepage/user-id/1582415) ,

Team-managed projects have different features and capabilities than company-managed projects. Team Managed projects are designed to be stand-alone, and so the configuration choices in a Team Managed project cannot be shared.

To create or edit an workflow:

1. From your project's sidebar, select **Project settings** \> **Issue types**.

2. Select the issue type \> **Edit workflow**.

3. Adjust the workflow as needed.

4. To save your changes, select **Update workflow**.

5. From the dropdown, deselect lozenges to specify which issue types the workflow will apply to.

6. Select **Save**.

Follow the below Document for customizing the workflow in a Team Managed project:

* [Manage work flows in your team-managed project](https://support.atlassian.com/jira-software-cloud/docs/manage-how-work-flows-in-your-team-managed-project/)

Also, if you feel my input help you please accept the answer.

Regards,  
Bhushan

comments: author: Hafiz Anas
body: Hi [@BHUSHAN PATIL](/t5/user/viewprofilepage/user-id/5097891)   

Thanks for the detailed response,   

I just want to clear my question, I created a team managed Jira Software and want to assigned a workflow that is already exist in workflows list.  

According to your reply I can only edit the current work of newly created project whereas I want to add the existing workflow.  

<br />

waiting for your kind response.  

Thanks


author: BHUSHAN PATIL
body: Hi [@Hafiz Anas](/t5/user/viewprofilepage/user-id/1582415) ,

It is not possible to directly associate an different existing workflow with a team-managed project. Team-managed projects are designed for standalone work, and they come with predefined workflows. However, you can edit workflows for team-managed projects by following the steps mentioned in the previous answer.

If you need more flexibility with workflows, you may consider using company-managed projects. These projects allow for more advanced workflow customization and the association of existing workflow schemes with projects.

Also, if you feel my input help you please accept the answer.

Regards,  
Bhushan


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud

jira-software

jira-software-cloud
I got an email from your company about bitcoin. Could you please contact me at my email address
Asked by kimberlynowlin9:

I have an email from you. And I was wondering if you could possibly contact me back with an explanation about Bitcoin. I don't know if this is the same company. But I hit your link and this is where it brought me too. Nobody here in Iowa understands this. So I was wondering maybe if you could contact me or call me back and give me some answers. I'd really appreciate it. And I'm trying to learn here by myself and me. I'm very curious. I definitely it says I have 1005 62893 and B Tc but I don't. I don't know how to I'm learning this all on my own. Nobody nobody's interested in this but me.


Answers:
author: Nic Brough -Adaptavist-
body: If the mail was from an atlassian system (\<something\>.atlassian.net), then please report it as abuse. The easiest way to do this is to just forward the email to abuse@atlassian.com - you don't need to explain it or add anything, just forward it to that address.


author: Jehan Bhathena
body: HI [@kimberlynowlin9](/t5/user/viewprofilepage/user-id/5415844) ,

What you received was a potential spam or phishing link, would recommend deleting the mail without forwarding it to anyone else, since the mail's URLS maybe built towards pushing your information to the "hackers"

More info <https://www.cloudflare.com/learning/access-management/phishing-attack/>

If the mail you received was from an Atlassian domain, report this as an incident here: <https://support.atlassian.com/contact/#/>


Tags: atl-rvw

jira-service-management

unknown-hosting-type
ERROR: Unresolved i18n key "finish.serverxml.possible.change"
Asked by llagos:

Hi. I just installed JSM on Linux, LTS 5.12.2, and the end it gives following error:

Please wait a few moments while Jira Service Desk starts up.  
Launching Jira Service Desk ...

Your installation of Jira Service Desk 5.12.2 is now ready and can be accessed via your browser.  
ERROR: Unresolved i18n key "finish.serverxml.possible.change"  
Jira Service Desk 5.12.2 can be accessed at <http://localhost:8080>

Jira Service Desk may take several minutes to load on first start up.  
Finishing installation ...  
root@jira:\~/Downloads#

What is this error and how can it be fixed?

Thanks,


Answers:
author: Benjamin
body: HI [@llagos](/t5/user/viewprofilepage/user-id/1968577) ,

Not sure what is the specific root cause but based on the error message. I would look at you server.xml file and make sure to updated it. When you install or upgrade, you would start with a default server.xml file. You will need to update accordingly if you need to tie it to the same domain name as what the server was assign. Also, adding proxy or token information if you have any.

If you meant for it to be access other then localhost then it's tell tale sign that the server.xml file should be updated accordingly to your BASE URL.

Hope this helps.


author: Jose Antonio Uribe
body: Hello,

There's a logged Bug for this message: <https://jira.atlassian.com/browse/JRASERVER-77532>

You can dismiss it as a false positive.

I suggest voting on the bug, and watching it for further updates.


Tags: jira-service-management

jira-service-management-server

server
How to add an additional field to an approval step in the portal view
Asked by Anora C:

We have a simple approval step in our ticket workflow. During this approval step, we want the approver to fill out an additional custom field before the click 'approve' or 'deny'. I created the custom field and added it to the project and screen, but I cannot see where to make it appear at that approval step. any ideas?

![field.jpg](/t5/image/serverpage/image-id/302816i605C17C911F18A46/image-size/large?v=v2&px=999 "field.jpg")


Answers:
author: Benjamin
body: Hi [@Anora C](/t5/user/viewprofilepage/user-id/3316699) ,

Welcome! The only place on the portal that can make a field required is during creating the request. The rest of the screen is a dialogue between the agent and end-user. You maybe able to do this with add-ons where they can make fields appear on the portal.

I know if you are on the Jira side, you can place a screen with the field in the transition and then add a validator to make sure the user enter a value in the field.

-Ben


author: John Funk
body: Hi Anora,

You are not going to be able to do that. People submitting things to the portal or who are approving issues but who are not agents cannot execute transitions apart from clicking the Approval button. And certainly not before they click Approve or Decline. I have not tried adding the form for the Approve transition for non-agents, not sure that would even work.


Tags: approver

customer-portal

jira-service-management

jira-service-management-server

portal

server
Is Trello license included in Jira Service Management Enterprise license?
Asked by Kelly Bly:

Is Trello license included in Jira Service Management Enterprise license? I have reached out to Atlassian and have not received an answer to this question. Does someone know? Thanks.


Answers:
author: Robert Wen_ReleaseTEAM_
body: Trello access is not included with Jira Service Management enterprise. <https://www.atlassian.com/software/jira/service-management/pricing>

comments: author: Mikael Sandberg
body: Just to add, the only Atlassian license that includes Trello is [Atlassian Together,](https://www.atlassian.com/solutions/work-management/together) which bundles Confluence, Jira Work Management, Atlas, and Trello.


Tags: cloud

jira-service-management

jira-service-management-cloud
Question About Assets
Asked by Joshua Luna:

I'm working on importing a json into assets and using them as custom fields to fill in certain attributes. (JIRA Data Center JSM 5.4)

Currently we have imported a few objects and created them with the necessary attributes.

I have a few questions about setting this up

From there, we would be using that field to generate values in custom fields as read only.

For example:  
Assets Object Field: ProductX

Attributes of field are:  
Owner: John Smith  
Size: Large  
Available Sizes: Small - Medium - Large

Expected Result:

* When ProductX is selected in the assets custom field when creating a ticket:
  * customfield_xxxxx: Size in attributes will be listed in a separate Custom field (Currently doing this via JIRA Automation, if there's another way to do it dynamically that would be super),
  * customfield_yyyyy: a single select drop down field with available sizes will be set as options

I've tried creating a Select attribute but was unable to add each of the Available sizes as an option for a drop down. Not sure if this applies or maybe I'm approaching that wrong.

Is there a way to use attributes as values for a custom field? If so, how can this be attained?

Thanks!

Josh


Answers:
author: Fabian Lim
body: Hi [@Joshua Luna](/t5/user/viewprofilepage/user-id/4316749)

In order for Available sizes to show as options for customfield_yyyy, they need to be objects. So you will need a size object with different entries. Then in ProductX you will need to use an object atrribute reference to the size object.

This is a video tutorial I put together to help you: <https://www.youtube.com/watch?v=8oRZhGGB-ns>

Regards,

Fabian

comments: author: Joshua Luna
body: Thanks for the response and the video Fabian, it's helping.

Understood and I've adjusted accordingly. While I can manually update the asset to reference the data needed, it seems as if I cannot do this automatically via import.

Is this true, I am importing a json, and the options are in list format.

size : \[Small, Medium, Large\]

When I import the object, rather than have 1 object per option, I get

SmallMediumLarge (with no separator).

I guess my question is, can I automate it where the data coming in from the json is referenced to the objects created?


author: Fabian Lim
body: I usually import them via CSV. And they have to be separated with \|\| between the options. So it will have to be small\|\|large

Then in the aql it has to be multiple options as describe here: <https://confluence.atlassian.com/jirakb/how-to-import-assets-object-types-with-attributes-referencing-existing-objects-in-assets-1095240988.html>

Please subscribe to the channel and I will post how to do this :)


author: Joshua Luna
body: Understood. I made some changes its looking good, i think my issue is mainly focused around importing now.

I appreciate your help it guided me further than where I was at


Tags: assets

jira-service-management

jira-service-management-server

server
Perl JIRA::REST API gets stopped working
Asked by PaulS:

This was working about a month ago but now it returns two errors...

*JIRA::REST Error\[500 - Internal Server Error\]:*

*Can't connect to stratustech.atlassian.net:443*

Code is Perl running from cgi script. Here's the relevant code...

*$jira = JIRA::REST-\>new({*   
*url =\> $strURL,*   
*username =\> $strJiraUser,*   
*password =\> $strJiraPW*   
*});*   

*my $bug = $jira-\>GET("/issue/$intBugID");*

It's the GET that fails. I've tried resetting the password, also tried using an API token instead of the account pw, also tried Base64 encoding of the acc/pw. No luck.

I can run similar query from the cmd line using curl, e.g. this works...

curl -k --request GET --url '<https://stratustech.atlassian.net/rest/api/3/issue/ZTC-21572>' --header 'Accept:application/json' --header 'Content-Type: application/json' --user 'everrun.qa@stratus.com:\<Token...\>'  

But fails from the cgi script.

Jira is cloud version.

Anyone else run into this with JIRA::REST?


Answers:
author: PaulS
body: Ok, think I resolved this, as it now works. Here are the changes I made in case someone else runs into this...

1. Updated JIRA::REST module .019 to .024 then...  
2. Changed the password to use API token instead  
3. Added ssl_verify_none option...

$jira = JIRA::REST-\>new({  
url =\> $strURL,  
username =\> $strJiraUser,  
password =\> $strJiraPW, # API Token  
ssl_verify_none =\> 1 # ssl option  
});


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
How to re-subscribe a user who unsubscribed an email notification accidently?
Asked by Oscar Espinoza:

The below appears in the body of the ticket email.  
It seems the user may have clicked the "**Turn off this request's notifications** " hyperlink because they are no longer receiving email notification from Jira.  
I went to the "**Notification helper** ", and I see the user shows an "**!**" in a yellow triangle stating "{username} does not get notified of their own changes"

***----- Body of Email ----***

**View request ? Turn off this request's notifications**

**Please use link to response to this email. This mailbox is not monitored.**   
***----------------------------------------------------------------------------------***   
How I can reset this user so they get an email notification when they are either the 'Reporter' or a 'Request participant'  
Thank you


Answers:
author: Dan Breyen
body: A Portal user can change the notifications on a particular ticket right from inside the portal. When they are looking at the issue they can toggle notifications by clicking the 'Notifications ON/OFF' label.

Hope that helps.


Tags: jira-service-management

jira-service-management-server

server
How do you edit internal notifications with free plan?
Asked by Floris Spronk:

How do you edit internal notifications with free plan?

![Untitled.png](/t5/image/serverpage/image-id/302762i86EC666A9F99D2A3/image-size/large?v=v2&px=999 "Untitled.png")

*** ** * ** ***

I do not not see the option or paywall here


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

No, that is one of the things that you can not update/change with the Free plan.

comments: author: Trudy Claspill
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148)

I think your answer is incorrect.

I am on a free plan, and I can go to the Notifications Schemes page and edit the notification settings in a scheme. I can click on the Delete button to remove an entity from a specific notification, and I can click the Add button to add an entity to a specific notification.

![Screenshot 2024-01-26 at 11.35.56 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/302790i222806B4D22D9615/image-size/large?v=v2&px=999 "Screenshot 2024-01-26 at 11.35.56 AM.png")

See, here I removed All Watchers and added Single User.

![Screenshot 2024-01-26 at 11.38.27 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/302792iEDE187F8BEE655E4/image-size/large?v=v2&px=999 "Screenshot 2024-01-26 at 11.38.27 AM.png")


author: John Funk
body: Sorry - yes, I was thinking of the Permission Scheme.

[@Floris Spronk](/t5/user/viewprofilepage/user-id/5415484) - as Trudy notes, you just click on either the Add link to include new Notifications or the Delete link to remove an existing one.


Tags: cloud

jira-service-management

jira-service-management-cloud
Is there any way to change the workflow status color? Or add status category.
Asked by Rafael Pagliari:

Hi all,   

I would like to know if there is any chance to edit the color of the workflow status. I know it is lined to the workflow category, but if it\`s possible to edit the colors only for the status.

Or f it\`s possible to add new categories.

Regards,


Answers:
author: Rudy Holtkamp
body: Hi [@Rafael Pagliari](/t5/user/viewprofilepage/user-id/5356604) ,

No, you can't edit the colors, other then putting a status in another status category and you can't add other categories either.

Sorry.

comments: author: Rafael Pagliari
body: Hi [@Rudy Holtkamp](/t5/user/viewprofilepage/user-id/636802) .

Thank you very much for the response. Np, but i really needed that :(

Regards.


author: Rudy Holtkamp
body: What I do if somebody wants more coloring in their issue is to use the following emoijs to put in front of the summary:

????????

(On Windows, you can use Windows key + .)


author: Nic Brough -Adaptavist-
body: It is worth bearing in mind that the colours for the status categories have been chosen to work for people with issues with their view of colours. I know of four community leaders with colour issues - one struggles with shades of red - they can distinguish it from other primary colours, but struggles to tell if something is pink, amber or light purple rather than red. Two others are red-green colour blind, and the other blue-yellow.

Be very careful when using colours to inform people about things, you may be getting it wrong for some people. Always have another way to show the information that is not based on colours that might not be distinguishable.


Tags: cloud

jira-service-management

jira-service-management-cloud