youngmon/atlassian-qna huggingface dataset:
Additional "* " present when using automation to parse emailed requests
Asked by Roland Kiss:

I have an automation that works inside a sandbox version where I recieve an emailed request (this is automated aswell and will always be formatted the same way) and takes the information from the description when the issue is created and populates ticket fields. In the sandbox automation I was able to create a variable for ID, Date, Owner without much trouble through the help of the community here and research I did. Although using that same smart values and regular expression I know find myself getting the necessary info but with the string "\* " infront of it. This way when I use the value to populate other fields or search it does not do this correctly. I will try to give specifics now and link to the resources I have been using, thanks for any help in advance.

++**Sample description information**++

**Name:** Thinkpad T15 Gen 3 - 9990000

**Owner:** TEST User

**Serial Number:** AA1AAAAA

**Ledger Number:** 9990000

++**My automation step currently**++

**Create Variable Action**

**Variable Name:**Name

**Smart Value** - {{issue.Description.match("\[\\n\\r\].\*Name:\\s\*(\[\^\\n\\r\]\*)").trim()}}

**Returned value through log action** - \* Thinkpad T15 Gen 3 - 9990000

**Expected returned value through log action** - Thinkpad T15 Gen 3 - 9990000

++**My previous community post of when I created this automation in my sandbox version**++

[Solved: I am struggling to extract Name and Date data out ... (atlassian.com)](https://community.atlassian.com/t5/Jira-Service-Management/I-am-struggling-to-extract-Name-and-Date-data-out-of-an-emailed/qaq-p/2762691#M176482)

++**Resources used previously**++

[Automation smart values - text fields \| Cloud automation Cloud \| Atlassian Support](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#Smartvaluestextfields-match--)

[regex101: build, test, and debug regex](https://regex101.com/)


Answers:
author: Roland Kiss
body: The incoming email request had been changed for readability by making the areas looked for by regular expression bold, once this was removed the automation worked as expected


Tags: automation

cloud

jira-service-management

jira-service-management-cloud

regular-expression
Organizations not in Sandbox?
Asked by Berik Irgebayev:

Hi,

I'm reasonably new to JSM and have Admin permissions (org admin).

I created a sandbox and copied the data as instructed in documentation in Atlassian. Furthermore, was able to import Automations to sandbox.

However, after clicking around in the sandbox noticed if I go to Organizations under Directory I do see the list of all of our organizations, but if I click on 1, it simply returns a yellow triangle "We couldn't find that organization - looks like we're having trouble connecting, or this organization may have been removed"

When checking this in our production environment I can choose any organization and it shows me what i want to see.

As a noob, I know for a fact I am missing something pretty basic, just don't see it. Who can explain to me why and if possible, how do i get all the organization info also into sandbox and can test stuff and play around?


Answers:
author: Marc - Devoteam
body: Hi [@Berik Irgebayev](/t5/user/viewprofilepage/user-id/5382091)

You need to associate them with the correct JSM project.

Go to the JSM project and add the origanizations, you want to relate to the project, at least this worked from me

comments: author: Berik Irgebayev
body: I need it to have no connection to the production environment and such, it should be completely separate from the actual live environment. Except I think if I do it how you advise, I'm afraid I will also have to add actual customer mails or perhaps simply create a fictitious one


author: Marc - Devoteam
body: Hi [@Berik Irgebayev](/t5/user/viewprofilepage/user-id/5382091)

There is no connection to prod, but you have to assignee the orgs in the sandbonx again to the JSM project in the sandbox.

The orgs are there, but not usable on a project.

Check the possibilities, [copy-jira-service-management-customers-and-organizations](https://support.atlassian.com/organization-administration/docs/copy-jira-service-management-customers-and-organizations/)


author: Berik Irgebayev
body: I just checked the sandbox, i see that organizations are already under Service management project of ours, so even though it's under a project already still can't open any organization in the list..

So decided to create fictitious organizations and link my own freshly made e-mail and test with that.

Thanks for the help.

Let me know if there is smth else that can be done


Tags: cloud

jira-service-management

jira-service-management-cloud
Flickering and jumping attachments
Asked by Patric:

I experience both flickering and jumping in the interface when opening and browsing through attachments in Jira. It started just a while ago and doesn't stop. I can't seem to fins why this happens, but obstructs my work.


Answers:
author: Ruby Hung
body: I added \[\*.\]atlassian.net to "Sites allowed to use third-party cookies" on Chrome's setting and it seems to fix my issue on this.

comments: author: Patric
body: Thank you! I'm going to try! :)


author: Patric
body: Tried this one, but doesn't seem to work. Still flickering :(


author: Kelly Nezwek
body: Hi, Patric -

I've had coworkers report this also recently, but I've been able to reproduce. All coworkers that are having the issue are on a Mac (I'm on PC, and I've had others on PC try it out, and they do not have the issue).

I'm curious, are you also on Mac?

I've also found this open ticket with Atlassian that is probably referring to the same thing: <https://jira.atlassian.com/browse/JRACLOUD-84631>

comments: author: Patric
body: Hi [@Kelly Nezwek](/t5/user/viewprofilepage/user-id/5449957)

Yes me and my collegues with the same issues are on Mac.


author: Marc - Devoteam
body: Hi [@Patric](/t5/user/viewprofilepage/user-id/5104429)

Does it do the same with other sites and products?

Did you try clearing all historical browser data and cookies?

Did you try another browser?

comments: author: Marc - Devoteam
body: Hi [@Kelly Nezwek](/t5/user/viewprofilepage/user-id/5449957)

I'm on a Mac and I can't see that I have noticed this.

I always use Chrome


author: Ruby Hung
body: I am on Windows and the issue is only happening when using chrome (chrome is up-to-date)


author: Patric
body: No other sites or program have this issue, just Jira :(


Tags: cloud

jira-service-management-cloud
Managing Feedback for Custom Checkbox Fields
Asked by DST:

Hello everyone,

i have a custom field (checkbox) with 9 options. When any of these options are selected, an email is automatically sent via a post function.  

Now my problem is:

For up to 4 of these options, i expect feedback via a comment. These options should be displayed separately in the ticket (e.g., as a checklist). The received responses should then be marked as completed.

Please ask me if something is unclear. I am open to any suggestion.

Does someone have an idea how to solve this?  
Thanks in advance!


Answers:
author: Chris Rainey
body: Hi there,

Can you elaborate more on what you mean by "I expect feedback via a comment"? Could you also elaborate on "the received responses should then be marked as completed:?

comments: author: DST
body: [@Chris Rainey](/t5/user/viewprofilepage/user-id/4643723)   
In this custom field, we have 9 different software selections. For up to 4 of them we send the mail to the responsible persons (e.g. to create a user). These choices should be added to an overview that can then be marked as done (maybe a checklist). They need to notify us with a comment when their work is done and the option should then be marked as "done" in the checklist.

I hope I have explained this clearly :)


author: Chris Rainey
body: Okay I think I'm following now.

Have you looked into sub-tasks as a potential option for what you're trying to do here? With sub-tasks, you can capture comments on those sub-tasks and have those comments roll up to the main ticket if you'd like via Automation. You can also track those sub-tasks form the Linked Issues area of the main ticket and you can also see the statuses of those sub-tasks. It's not exactly a checklist option but wanted to see if you had looked into that


author: DST
body: Many thanks

we have managed to create the filled values with an automation as sub-tasks and then close them automatically when they have been commented by a certain person.

I still have one question:  
I have an automation on the main ticket that listens to the trigger "Issue updated". This automation should close the main ticket when all sub-tasks have been closed.  
My problem is: If a sub-task is closed, this does not count as an "Issue updated" for the main ticket.

Does anyone have a suggestion for a solution?


Tags: cloud

custom-field

jira-cloud

jira-service-management

jira-service-management-cloud
How can I make sure i extract only active Confluence users to excel?
Asked by Vera Valshonok:

Hi, dear community,

I'd like to extracta a list of users we have in Confluence only and who re active. Meaning - to see for how many users are we currently paying in confluence.

What setting should I make to find only such users?

Also, shouldi also check their roles in confluence , or guest role and all roles are billed?

Thanks!


Answers:
author: Nikola Perisic
body: Hello [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

You can go to User management, filter the product to be Confluence and also to filter out the active users. Click on the three dots and you should see Export users.

comments: author: Vera Valshonok
body: Thanks, Nikola!


author: Nikola Perisic
body: You are welcome!


Tags: cloud

jira-service-management

jira-service-management-cloud
Deleting Attachments - Jira Service Portal
Asked by Dominik Schanz:

Dear Community,

I am at a bit of a loss. How can a customer who has submitted a ticket via the service portal and subsequently delete the attachment?

I have already checked the authorisations.

Thank you for your support


Answers:
author: Sebastian Krzewi?ski
body: Hi [@Dominik Schanz](/t5/user/viewprofilepage/user-id/5204302)

Unfortunately at this moment this is not possible. Currently, attachments in the customer portal are contained within customer comments, but are not organised in any way. Please vote and watch this ticket - <https://jira.atlassian.com/browse/JSDCLOUD-4104>

Regards,

Seba


Tags: cloud

jira-service-management

jira-service-management-cloud
Users in a custom user-pick field without granting Browse Project permissions
Asked by Evaldas:

Hello.

Perhaps someone can suggest a solution for this situation? I want a user-pick field that lists ++particular++ users, but those users ++would NOT++ get a Customer access to the Project, because I need them only for information (those users will not be Reporters/Assignees/Watchers).

\* I've created a **user group** (called "Managers") and I've manually added all managers in our company to this group

\* I've created a **custom field** (single user pick) called "Direct Manager" and filtered down to the user group "Managers"

\* I even created a new **Project Role**, (also) called "Managers"...

However, I've noticed that in order to see/select the needed users, these users must be as "Service Desk Customers" (individually or via User Group/Project Role) OR that User Group/Project Role must have "Browse Project" permission... **but** I don't want them to see this Project (in Portal), as they will not be part of this process - they will only get an "FYI" email via Automation and their names are needed for the Agents.


Answers:
author: John Funk
body: Hi Evaldas,

It's not going to be possible to do what you are looking to do with users. But since it doesn't really matter that they are users because they won't have access to the project, you can create a new custom field with a single select (not a user picker) and just put in the names to select as regular options for the dropdown.


Tags: cloud

jira-service-management

jira-service-management-cloud
Mass notification email announcements to all customers
Asked by Vikas:

Hi All,

Is there an option within the JSM Platform to send out mass emails to all users within different organizations setup?

Vikas


Answers:
author: Nadhila Savira
body: Hi Vikas,

Please see our page on this here: [Send an email notification to all Jira server users](https://confluence.atlassian.com/jirakb/send-an-email-notification-to-all-jira-server-users-776811096.html)

Despite the title being for "server" users, the solution number 1 is available on your Cloud site.


Tags: cloud

jira-service-management

jira-service-management-cloud
Jira automation problem (edit issue comp)
Asked by Bar?? ?zer:

Hi

![image.png](/t5/image/serverpage/image-id/344012i2488A4E8E73D7BF2/image-size/large?v=v2&px=999 "image.png")

I am automating as in the attachment, but it gives an error. Can you help? In the Service Desk project, I want a ticket to be created at the date/time I want and its status to be "on hold".


Answers:
author: Duc Thang TRAN
body: Hello [@Bar?? ?zer](/t5/user/viewprofilepage/user-id/4828228)

I can suggest you add a **Branch rule / related issues (Most recently created issue)**then action -\> status to "on Hold"

You need to check the workflow for the "Service Request" type to see if the rule actor can transition from the "Created" status to "On Hold." If not, you need to either follow the workflow or add a new condition.

Hope this can help

comments: author: Bar?? ?zer
body: Hi [@Duc Thang TRAN](/t5/user/viewprofilepage/user-id/5371199)

There was no solution. Why am I getting an error? Is there any detail in the screenshot?


author: Duc Thang TRAN
body: [@Bar?? ?zer](/t5/user/viewprofilepage/user-id/4828228)

The issue occurs because, in your trigger, if you don't specify a JQL or a target, the automation can't determine which ticket needs to be transitioned.

That's why I suggest adding a branch rule between creating the ticket and the transition. This way, the automation will set the created ticket to the "On Hold" status

Normaly this will work if rule actor dispose the right permission![Capture d??cran 2024-08-27 135750.png](https://community.atlassian.com/t5/image/serverpage/image-id/344059i261424844922F1AB/image-size/large?v=v2&px=999 "Capture d??cran 2024-08-27 135750.png")


Tags: admin

administration

automation

cloud

issue

jira-administration

jira-cloud

jira-cloud-administration

jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Regex to extract number from summary not working
Asked by Jason Barber:

I am attempting to extract a 6 digit number from the summary when certain text are present, my rule is successful but the regex is not entering into the field.

edit issue expression:  

*{{issue.summary.match(/\\d{6}/gm)}}*

String example:  

COMPANY SO # 123456  

I am expecting "123456" to populate my custom field however it remains empty. on regedex101 the statement works correctly.

What am I missing?


Answers:
author: Bill Sheboy
body: Hi [@Jason Barber](/t5/user/viewprofilepage/user-id/5333132) -- Welcome to the Atlassian Community!

Two things to consider when using the match() function in automation rules...

First, the documentation describes the ["underlying implementation is based on Java's Pattern class and uses Matcher.find() to find matches"](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#match--). However it does not indicate what actually is (or is not) supported for regular expressions. I recommend using the simplest expression that can possibly work, and always test to confirm the results. Especially for any edge-cases.

Next, the match() function for rules returns only one match, and appears to treat line breaks as points to stop searching. (Please see my above paragraph...)

The work-around is to always split on newlines first before attempting matches. This will potentially result in a list of responses, and so ensure you handle that. For your expression, try adding .split("\\n") before the match() call.

Kind regards,  
Bill

comments: author: Bill Sheboy
body: Hi [@Jason Barber](/t5/user/viewprofilepage/user-id/5333132)

Just following up to check if this answered your question. If so, please consider marking this one as "answered". That will help others with a similar need find solutions faster. If not, please let the community know what help you need with the rule changes.

Thanks!


author: Kseniia Trushnikova
body: Hi [@Jason Barber](/t5/user/viewprofilepage/user-id/5333132),

Try this instead:

```
{{issue.summary.match("([0-9]{6})")}}
```

Will it work?
automatic notification when deadline is not meet
Asked by Sandra Bochnak:

Dear all

I am using a Jira software management tool. I have set deadlines and would like to implement automation where specific individuals are notified whenever a deadline is not met. Is it possible? how should i set it up?

best

Sandra


Answers:
author: Tim C
body: Hi [@Sandra Bochnak](/t5/user/viewprofilepage/user-id/5332747)

Yes, you can .... I'd suggest creating a "scheduled" automation job to run which for example gets triggerred at 08:00AM each working day.

Use JQL search to limit your results to specific project/issues which you looking for and then add a condition to only select those where your "DueDateField \< startofday()".

E.g. "project = XYZ and issuetype in (Task, Story) and dueDate \< startofday() and assignee is not empty"

You could use a "branch rule based on JQL" to get these results - you could used the "send email" event to send message to the "assignee" for all items.

However, rather than automation, you could create a subscription onto a saved filter (with similar JQL) to find the same data - then add "assignee = currentUser()" into the query. If you already have or can create a "user-group" with your team members - then you can add this group onto the subscription and set to run at same time each day. Make sure the subscription is set to only runs when results are found.

Jira will sent an automated email to each of the assignees who have one or more tickets which have gone passed the duedate field. People won't get email if don't have any late items.

I hope this helps. Let me know if you need more details about either of these approaches.

Thanks,

TC

comments: author: Bill Sheboy
body: Hi [@Sandra Bochnak](/t5/user/viewprofilepage/user-id/5332747) -- Welcome to the Atlassian Community!

Just following up to check if Tim's response answered your question. If so, please consider marking this one as "answered". That will help others with a similar need find solutions faster. If not, please let the community know what help you need with the rule changes. Thanks!

Kind regards,  
Bill
Error while creating application link from JIRA DC to CONFLUENCE DC
Asked by niranjan:

Hello All,

My Jira V(8.22.0) and Confluence V(8.5.0) which we recently upgraded from 7.1.3.7 cant establish a application ink. Before we upgraded confluence it was configured and working properly.

I am getting the beneath errors when looking at application links status.

Error Message in JIRA :

**OAuth mismatch**

The local outgoing connection uses OAuth with impersonation, however it's disabled on Confluence.

You'll need to edit each connection to make sure the authentication methods are the same.

Error Message in Confluence :

The remote certificate can\&#39;t be trusted {#toc-hId--434583663}
------------------------------------------------------------------

may be using a self-signed SSL certificate or a certificate that was issued by a certificate authority that isn't known locally.

We can't enable the incoming authentication because XX JIRA is not reachable.

Any suggestions would be much appreciated.![Confluence App link error.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/284429i2669192D9787AFD7/image-size/large?v=v2&px=999 "Confluence App link error.PNG")![Jira app link error.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/284428iDD2F318DA8F47192/image-size/large?v=v2&px=999 "Jira app link error.PNG")


Answers:
author: Craig Nodwell
body: Hi [@niranjan](/t5/user/viewprofilepage/user-id/1782894) have you tried removing the links and recreating them?

comments: author: niranjan
body: Hi [@Craig Nodwell](/t5/user/viewprofilepage/user-id/3973516) Yes, I tried to create a new link but still it showing same error.


Tags: application-link

confluence

data-center

jira
problemas na Regra de ramifica??o/itens relacionados
Asked by Raielle Pigozzo Mendes:

Preciso que a regra  
Regra de ramifica??o/itens relacionados aceite mais de um quadro pois quando vinculo itens um ? de um quadro e outro ? de outro quadro, como posso fazer isso pois quando entro nas informa??es de regra ela n?o me da essa poss?bilidade  
![regra.png](https://community.atlassian.com/t5/image/serverpage/image-id/284255i696E1D5D24372527/image-size/large?v=v2&px=999 "regra.png")


Answers:
author: Bill Sheboy
body: Hi [@Raielle Pigozzo Mendes](/t5/user/viewprofilepage/user-id/5331881) -- Welcome to the Atlassian Community!

Are you trying to branch to issues in another project?

If so, automation rules have "scope" and so they may impact issues in [either one project or in multiple projects](https://support.atlassian.com/cloud-automation/docs/create-and-edit-jira-automation-rules/).

To impact issues in multiple projects, please work with your Jira site admin to make a global (or multiple-project) rule.

Kind regards,  
Bill

comments: author: Raielle Pigozzo Mendes
body: Ola, realizei isso e deu certo, muito obrigada!!