youngmon/atlassian-qna huggingface dataset:
Opsgenie to Jira Service management migration
Asked by Mohit Verma:

Hi Team,

We are getting the notifications for the migration of the Opsgenie setup to JSM.

Kindly help me with the below queries:

We are currently using the Opsgenie system for on-call schedules with integration to JSM projects for alerts.

1. Do we need to take any backups or pre-requisite steps before migration can be initiated, so we don't loose the progress in Opsgenie with routing rules and escalation policies ?
2. Additionally, do we need to change anything in the roles for people who have admin roles in Opsgenie but don't have similar authorization in JSM ?
3. In terms of accessibility, do we need to create new teams in JSM for migrating the data or the existing setup will go as it is ?
4. How long will be the downtime once we start the migration activity ?
5. Do we get any assistance from Atlassian support in this activity or is there a step by step instruction document available ?
6. The alert management rules in the integration with JSM will remain intact or do we need to save those as back up as well ?

Please revert with available links to the resources and pre-requisites recommended by Atlassian if any along with the response to above queries.  
Thanks.

Regards,

Mohit Verma


Answers:
author: Fabian Lim
body: Hi [@Mohit Verma](/t5/user/viewprofilepage/user-id/5505474)

I recommend you give this a read: <https://support.atlassian.com/jira-service-management-cloud/docs/start-shifting-from-opsgenie-to-jira-service-management/>

We've done the migration and depending on complexity of the integrations, the migration is straight forward. I suggest you document all existing integrations just in case,

1. Document everything just in case, teams, integrations, etc.

2. The teams will stay the same, but make sure that the team administrators are configured as Team admins in JSM. By default, they are just configured as JSM users

3. No, everything will be copied (teams, schedules and the integrations specified in the documentation)

4. It was short, I didn't time it since it was so quick.

5. No. Read the documentation

6. Refer to the documentation. You may have to use the JSM integration depending on the rules you have.

Regards,

Fabian


Tags: cloud

jira-service-management

jira-service-management-cloud

opsgenie
Wich is the size of banner image in customer support portal?
Asked by Mesa de Soporte:

![Captura de pantalla 2024-09-13 165729.png](/t5/image/serverpage/image-id/347386iB62BD2780B4634D9/image-dimensions/573x122?v=v2 "Captura de pantalla 2024-09-13 165729.png")

Hello everyone

I'd like to change that image in banner section of customer portal but i cannot do it well, because idk which is the size of that... if anybody knows it, i'll so thankful.


Answers:
author: Brant Schroeder
body: [@Mesa de Soporte](/t5/user/viewprofilepage/user-id/5592205) welcome to the Atlassian community

Here is what is provided by Atlassian (<https://support.atlassian.com/jira-service-management-cloud/docs/brand-your-help-center/> ):

### Changing the look and feel of your help center {#toc-hId--2124525812}

In every help center, you can set up:

* **Help center name:** This appears in breadcrumbs and helps customers get back to your home page faster. If you haven't added a logo to your help center, the name will display in the top left corner.

* **Home page title:** This appears on your home page above the search bar.

* **Help center logo:** Add your company's logo to display your company's brand. Accepted formats are JPEG, GIF, and PNG, with a maximum file size of 10MB and a maximum height of 24 pixels.

* **Banner:** Upload your own banner or use the default image. The recommended banner size for your help center is 1680x360 pixels.

* **Banner, link, and button color:** Change the color of the default banner background, links, and buttons to personalize your help center.

* **Banner text color:** Change the color of the home page title to reflect your company's colors.


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
Adding a conditional field to a Service Request form
Asked by Bryan Back:

I am trying to create a custom field appear/allowed to be written by the requester when an answer from a previous custom field is chosen. It is similar to a Cascading Field where the first field has a dropdown however the second field should be a textbox and can only be accessible if a specific field is chosen.

Is this feature possible?


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

You need to create an advanced form instead of the built in Request Type form.

Go to Project Settings \> Forms


author: pinky_reddy
body: hi Bryan

Here is the documentation which might help with setup <https://confluence.atlassian.com/jirakb/add-a-conditional-field-to-your-project-using-forms-1188419353.html>

Please let me know if it worked.


Tags: cloud

jira-service-management

jira-service-management-cloud
Assign to me
Asked by rburt_legisym_com:

It seems like every time this website makes a change it is something that impacts its users in a negative way.

The **Assign to me**button on the Create issue page has recently been moved from the bottom of the Assignee field to the far right. If we click in the Assignee box and type the beginning letter of our name, it takes a few seconds before it populates and then you still have to click the name to select it, whereas the Assign to Me button also requires a click but will populate the name immediately - therefor making the process faster. This is important when you are working incoming customer issues.

It was already frustrating enough that you have to assign it to yourself each time, but now the process has been made even less user-friendly. If this new change is going to remain, is there not a way to have the Assignee field auto-assign to the user that is logged in? I have checked under Settings but was unable to find anything.


Answers:
author: John Funk
body: Hi rburt

Can you share a screenshot of what you see?


Tags: jira-service-desk-cloud

jira-service-management

jira-service-management-cloud
Query to see how many issues are created in portal vs. Jira backend?
Asked by Dee B:

Am I able to run a query to see which issues were created in the JSM portal, versus which issues were created in the Jira backend?

We are trying to determine how many devs are submitting incidents using the portal, versus just creating in Jira.


Answers:
author: Manoj Gangwar
body: Hi [@Dee B](/t5/user/viewprofilepage/user-id/3675335) ,

You can do the JQL search for both.

For JSM portal, you can use the Request Type = 'request type name'

For Jira create button, you can user the Issue type = Incident and request type is empty

comments: author: Dee B
body: ...and I also got another response request-channel-type (jira or portal) in the JQL


author: Manoj Gangwar
body: Yes, you can use that.


Tags: cloud

filters

jira-service-management

jira-service-management-cloud
Can we add new columns to the satisfaction reports?
Asked by Judy Campbell:

We would like to add the responder added to the report.


Answers:
author: Dan Breyen
body: Hi Judy, I believe this Atlassian ticket [JSDCLOUD-4293](https://jira.atlassian.com/browse/JSDCLOUD-4293) is your issue. The current report doesn't allow customization.

I would recommend voting for and watching that ticket for future updates.

There may be some sort of 3rd party tool, but I'm not aware of any.

Hope that helps.


author: Hannes Obweger - JXL for Jira
body: Hi [@Judy Campbell](/t5/user/viewprofilepage/user-id/5545483)

if you're open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, [JXL for Jira](https://marketplace.atlassian.com/apps/1224710?hosting=cloud&tab=overview&utm_source=atlassian-community&utm_medium=referral&utm_content=2812021).

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you'd do in e.g. Excel or Google Sheets. It also comes with,

* a long list of so-called *smart columns* that aren't natively available, including the *satisfaction rating* , *satisfaction date* , and *satisfaction comment*, and
* a range of advanced features, including support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*.

With these, you can build an advanced satisfaction report like e.g. this in just a couple of clicks:

![satisfaction-sum-up.gif](https://community.atlassian.com/t5/image/serverpage/image-id/349064i3681007ED65AF8B0/image-size/large?v=v2&px=999 "satisfaction-sum-up.gif")

This is really just one of a virtually endless number of possible views and reports; you can also view and group by any other issue fields (including the reporter), configure different sum-up styles, etc. etc.

Any questions just let me know,

Best,

Hannes


Tags: cloud

jira-service-management

jira-service-management-cloud
Copy values from original issue to new issue when a linked issue created
Asked by Vered Meir:

This seems like it should be so straightforward but I cannot figure it out. When a linked issue (issue B) is created from an existing issue (issue A), I want the values of Assignee, Reporter, and Organization to copy from issue A (the original issue) to issue B (the new issue).

My automation rule:

When: Issues linked (Types: all link types)  
If: Issue matches JQL (Organizations = empty)  
Then: Edit issue fields (Assignee, Organizations)

I have tried both "Copy from issue" and "Copy from trigger issue" and while the Audit log tells me the issue ran successfully, I believe it is just copying from itself? How do I indicate that I want the values copied from issue A?

I have also tried to create this rule on Issue create with criteria of "Linked issues present" but I am unsuccessful in that path. Which is the right one, and what adjustments do I need to make? Do I need to re-fetch issue data somewhere in here?


Answers:
author: Vered Meir
body: [@pinky_reddy](/t5/user/viewprofilepage/user-id/2679900) thank you! To clarify: I am checking if the Organization is blank on the issue being created (Issue B). If it is, I want to populate it with the same value from Issue A. Here's the latest version I've tried of this automation though there have been many.

![2024-09-13_15-56-39.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/347382iEF8E7385A0544635/image-size/large?v=v2&px=999 "2024-09-13_15-56-39.jpg")

comments: author: pinky_reddy
body: One clarification is Issue B. New issue or child of A?


author: Vered Meir
body: New issue!


author: pinky_reddy
body: Hi [@Vered Meir](/t5/user/viewprofilepage/user-id/3692186)

Can you provide the screenshot of Automation rule.

You are checking for Automation rule If: Issue matches JQL (Organizations = empty)

and trying to copy the same value which is not clear.


Tags: cloud

jira-service-management

jira-service-management-cloud
Best Practices for Physical Asset Auditing
Asked by Derek Shore:

We store about 100 devices for our various departments when they aren't assigned to a user. Every month we need to audit what's in storage in order to show that what's in our storage matches what our records/inventory says.

I need an efficient way to grab the serial number or barcode number, update the "last audit date" field and location field. Has anyone found a good way to do this?

Things I've thought of so far that are not ideal:

1. Build a CLI tool that leverages the Assets API to update the records.
2. Build a full blown app to do the same.
3. Use a scanner to populate an Excel doc, then upload that. (This is my current go-to, but leaves a lot more room for human error)

Any ideas are appreciated!


Answers:
author: Jim Knepley - ReleaseTEAM
body: I think using a barcode scanner is the right choice, regardless. I'm sure you've found that USB scanners are cheap and reliable.

My first instinct is to build a simple terminal program to populate a file (.json?) and upload it via API. This way you have a record of your inventory collection and can process it again if necessary.

I've never used anything like it, but there's at least one [marketplace app](https://marketplace.atlassian.com/apps/1219263/scanstar-for-insight-and-jira?tab=overview&hosting=cloud) (because, of course there is) that might just do the trick.

comments: author: Derek Shore
body: Yeah, I looked at ScanStar. It's promising on paper, but you have to configure so much on each phone individually that it would be a pain to use.

I'm leaning more and more towards writing my own app. Maybe if I do a good enough job I can make some money!


Tags: asset-management

audit

cloud

jira-service-management

jira-service-management-cloud

process
SLA Success Rate Target %
Asked by Cason White:

Is anyone open to share their SLA Success Rate Target %?  

Currently my team is using a target of 90% Success Rate for  
First Response within:  
1Hr for Highest Priority  
4Hr for all others  

Time To Resolution:  
1Hr for Highest Priority  
8Hr for other tickets that are not escalated to another team.  

We are exceeding our SLA goal as a team, so we are considering bumping the target up. But also looking at implementing a 2nd level SLA to make sure we still measuring tickets that we failed to meet the SLA  
ex:  
First Response: meet SLA's at least 95% of the time with no tickets exceeding the SLA by more than 50%.   
Resolution: meet SLA at least 95% of the time with no tickets exceeding the SLA by more than 100%


Answers:
author: Dan Breyen
body: I'm in a small Support Dept for our org, and I'm the one that does most of the initial responses. We've been using JSM for the past 20 months, so our SLA success rate is 98.4% for initial responses within 8 hours.

As our Dept gets bigger, and as we've been using this for awhile, I'm probably going to be dropping that number down at the beginning of the year.

comments: author: Cason White
body: Hi Dan,   
Is your 8 hour first response across all types of tickets? Service Requests, Change Requests, and Incidents? Do you do anything to track why you missed the SLA on the 1.6% of tickets?


Tags: cloud

jira-service-management

jira-service-management-cloud
Exporting Linked Issues from another Instance
Asked by Gor Greyan:

Hi Dear Colleagues,  

We have the following case.  
We have 2 instances and want, when exporting tickets from X instance, in the List View we can see the linked issues from the Y instance, but when exporting tickets via Excel from X instance, the linked issues from Y instance is not being showed in the report.  
Could you please inform me, if there is any possibility to have the described solved?


Answers:
author: Marc - Devoteam
body: Hi [@Gor Greyan](/t5/user/viewprofilepage/user-id/5476846)

No this can't you can see linked issues from another instance.

This is based on the application link between the 2 instances, but this is the only option you have.

This as the linked issues are in the DB of the other instance, you don't have access to the other instances DB.

comments: author: Gor Greyan
body: Dear [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ,  
Thanks for your answer.


Tags: data-center

export

jira-service-management

jira-service-management-data-center

linked
How to add email as attachment in email request ticket
Asked by Duarte Meneses:

Hi,

I'm creating a service management project with available email requests. My question is:

How can I add the email that originated the ticket as an attachment of that same ticket?

Thank you,

Duarte Meneses


Answers:
author: Robert DaSilva - Adaptavist
body: Hi [@Duarte Meneses](/t5/user/viewprofilepage/user-id/4763989)

RIght now, the Email to Ticket functionality should take the subject line of the Email sent to your Service Desk Portal, and make that the new issue summary, while taking the body of the email and making that the Description field.

I do not see a way for Jira to also attach the email message file itself to the ticket, unless you are able to build some external tool that handles the issue creation and attaching.

Is there a particular reason why you want the email file itself attached to the new Jira Issue?

For your reference, here is the Atlassian documentation on the Email to Ticket functionality:

<https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/>


Tags: cloud

jira-service-management

jira-service-management-cloud
Why are notifications paused during our free trial of Jira Service Management Premium?
Asked by Dinonath Khan:

Hey Team,

We are currently in the trial period of the Premium plan for our instance ("<https://cmimediamint.atlassian.net/>"). As per the Premium plan, email notifications should be unlimited. However, we are receiving the following message:

"Email notifications are off until 14/Sep/24.  
You've sent the maximum number of notifications in 1 day for your plan. This limitation will be removed when you move to the Standard/Premium (paid) plan after your evaluation period."

Please note that our next payment date is 15th September 2024.

For your reference, I am attaching the relevant screenshot.

Thank you for your attention to this matter.

![Screenshot from 2024-09-13 13-25-20.png](https://community.atlassian.com/t5/image/serverpage/image-id/347342i7739E390F7C32B69/image-size/large?v=v2&px=999 "Screenshot from 2024-09-13 13-25-20.png")![Screenshot from 2024-09-13 13-34-11.png](https://community.atlassian.com/t5/image/serverpage/image-id/347341i796945F798E9E194/image-size/large?v=v2&px=999 "Screenshot from 2024-09-13 13-34-11.png")


Answers:
author: Marc - Devoteam
body: HI [@Dinonath Khan](/t5/user/viewprofilepage/user-id/5487871)

It stated in the message you got.

"Email notifications are off until 14/Sep/24.  
You've sent the maximum number of notifications in 1 day for your plan. This limitation will be removed when you move to the Standard/Premium (paid) plan after your evaluation period."


Tags: cloud

jira-service-management

jira-service-management-cloud
Find tickets that are in a status that is needs approval
Asked by Yatish Madhav:

Hi all

Silly question that I feel I should know :D

What JQL can i use to find tickets in a project or accross Jira that is in a status that requires approval from someone?

Thank you

Yatish


Answers:
author: John Funk
body: Hi Yatish,

This this: approvals = pending()


Tags: approver

cloud

filter

jira-service-management

jira-service-management-cloud

jql
Changing project type
Asked by Furkan:

Hello everyone,

I am currently working on a service project on Jira service management and was wondering if it is possible on changing the project type to a project with both sprints and queues.

I want to start working on sprints and still have queues for all the different locations within the company. If it isn't possible what is the best way on working with a service project and a project with sprints?


Answers:
author: John Funk
body: Hi Furkan,

I have not tried this before, but try creating a second board but make it a Scrum board. You won't be able to use the JSM project in the Location field, but that's okay - just use your personal profile. Then create a shortcut and add the URL for the board there.

Here is an article that will help guide you - just choose Scrum instead of Kanban.

<https://community.atlassian.com/t5/Agile-articles/Creating-a-Second-Agile-Board-for-Team-Managed-or-JIra-Work/ba-p/2115018>


Tags: cloud

jira-service-management

jira-service-management-cloud
Confluence User can't see requests in JSM Portal
Asked by Judy Forrister:

Situation

User was previously JSM portal customer only and could see all requests in the portal.

User has now been given access to Confluence so they are in the Confluence users Group and the Jira Service Management Customer Group

They can no longer see a list of the organisations Support Requests in the JSM portal.

Have I missed something in the set up?

Grateful for any help!


Answers:
author: John Funk
body: Hi Judy,

Simply adding Confluence access should not impact their access to JSM portal tickets. Have you checked to see if they are still in the Organization?

Go to the JSM Project and click on Customers on the left. Then search for the Organization.


Tags: cloud

confluence

jira-service-management

jira-service-management-cloud

jira-software
JSM Project admins to add values in custom field
Asked by Vignesh Jayagopal:

We have JSM project with different custom fields. We have "supplier" field where every month we need to add 3 to 4 new values.

Currently site admin is doing this activity, we want to give control for this to project admin.

Is there any way where project admins can add new values in the field? through automation or API trigger, anything possible?


Answers:
author: Tansu Akdeniz
body: Hi [@Vignesh Jayagopal](/t5/user/viewprofilepage/user-id/4267947)

Only Jira admins can update custom fields. Project admins can create forms but it doesn't have same characteristics as normal custom fields.


author: pinky_reddy
body: Hi [@Vignesh Jayagopal](/t5/user/viewprofilepage/user-id/4267947)

Custom Field values can only be updated by Jira admins and project admins will not have access to change/Update.

As you have mentioned JSM project, you can create form fields as a project admin and add options as required. But there are limitations when you use form fields like you can't use them for JQL,etc.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to write an automation rule that notifies someone if a priority is downgraded?
Asked by gail_kay:

If a user downgrades an issue from either a P1 or P2 to another Priority, notify someone that this has been done.


Answers:
author: YY Brother
body: Hi [@gail_kay](/t5/user/viewprofilepage/user-id/2302859)

Welcome to our Community.

I think you could try this:

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/320972i652197EB7C0ECA18/image-size/large?v=v2&px=999 "image.png")

Thanks,

YY?


Tags: data-center

jira

jira-data-center