youngmon/atlassian-qna huggingface dataset:
No notification after deleting a JSM ticket
Asked by Beyer B. (Brian):

Hi,

I'm still struggling with the notifications.

We have a Jira Service Management notification schema. It works after an end-user created a ticket. There is only one notification which doesn't work, and that's if I (as a practicioner of the ticket) delete the ticket.

I don't know why, because it's enabled in the notification schema for JSM, and if I use the notification helper, it's showing that it would send an email because the is the reporter:![Afbeelding1.png](https://community.atlassian.com/t5/image/serverpage/image-id/309220i05A73D4853BAFB14/image-size/large?v=v2&px=999 "Afbeelding1.png")

You see the user is the reporter of the ticket, and he should receive a notification of this deletion, but he isn't..

![Afbeelding2.png](https://community.atlassian.com/t5/image/serverpage/image-id/309221i4962F87737668CC2/image-size/large?v=v2&px=999 "Afbeelding2.png")

I assume there is no way to trace the e-mails being sent within Jira/Jsm ?

Thanks.


Answers:
author: Marc - Devoteam
body: Hi [@Beyer B. (Brian)](/t5/user/viewprofilepage/user-id/5428332)

Notification scheme is related to JSM agents and JSW contributors, not relating to customers.

Customer notifications are set on the JSM project, but there is no notification on delete option, as deleting is bad practice.

Resolve an issue as won't do or cancel it.

If you do want to achieve this for the customer who reported the request, you will need to create an automation rule.

Also see this tread from the community: [Difference-between-notifications-and-customer-notifications](https://community.atlassian.com/t5/Jira-Service-Management/Difference-between-notifications-and-customer-notifications/qaq-p/1547034)

comments: author: Beyer B. (Brian)
body: Hi Marc, thanks. Will evaluate this... one more question [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976)

edit: thanks [@Marc - Devoteam](/t5/user/viewprofilepage/user-id/3796976) ! Created the rule on the JSM project, and it works perfect!


Tags: cloud

jira-service-management

jira-service-management-cloud
Unable to Delete Form in Service Management Ticket
Asked by Matt S_:

I used to be able to do this.   
I am site admin.  
I am project lead.  
Made no changes related to settings or permissions.

See screenshot below.  
![Screenshot 2024-02-28 091416.png](https://community.atlassian.com/t5/image/serverpage/image-id/309226i9D060F84A70A9586/image-size/large?v=v2&px=999 "Screenshot 2024-02-28 091416.png")


Answers:
author: Andy Heinzer
body: Hi [@Matt S_](/t5/user/viewprofilepage/user-id/4991494)

I created a support ticket on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-974261>

If you can visit the customer portal link, you should have the option to approve our support team data access. While it's not always required, it might help our support team to be able to see the specific problem up close.


author: Jehan Bhathena
body: [@Matt S_](/t5/user/viewprofilepage/user-id/4991494) can reproduce the same behavior at my end too.

Tagged the Atlassian team here too, to get their input if this maybe a bug.


author: Andy Heinzer
body: Just to follow-up here. Internal forms do not have a current means to delete them. There is a feature request in [JSDCLOUD-13604](https://jira.atlassian.com/browse/JSDCLOUD-13604) to address this. There is a workaround in that ticket that might help others that come across this problem:
>
> ### Workaround {#toc-hId-2116912884}
>
> 1. In meatball menu
> 2. Click 'Make form external'
> 3. Click 'Open customer edits'
> 4. Click 'Delete form


author: Pallavi Shirodkar
body: Hi [@Matt S_](/t5/user/viewprofilepage/user-id/4991494)

Verify whether the form is a custom field or part of the ticket's request type. If it's a custom field, check that it's not tagged as required or read-only.  
If the form is part of the request type, check the request type's configuration and related fields.

comments: author: Matt S_
body: the form is custom, It has custom fields on it.  
it is attached to the ticket. the fields are not tagged as required or read only. they have not been changed at all.  
request type configurations and related fields have no been changed on our end.


Tags: atl-rvw

cloud

forms

jira-service-management

jira-service-management-cloud
Using INSTR function in Confluence Wiki Table Transformer, how do I search for a blank character?
Asked by Dolly Kirubavathi:

Test_String = '105 A"

I am trying to find the position of the blank character in this string. How do I code for it?

thanks!


Answers:
author: Stiltsoft support
body: Hi [@Dolly Kirubavathi](/t5/user/viewprofilepage/user-id/4580082) ,

You may try smth like this:

SELECT \*,  
INSTR('String', " ") AS 'Position'  
FROM T\*

![Wed 6-1.png](https://community.atlassian.com/t5/image/serverpage/image-id/309263i1EC473DDE642A54F/image-size/large?v=v2&px=999 "Wed 6-1.png")

Hope it helps your case.

comments: author: Dolly Kirubavathi
body: I tried that. That did not work. May be it an Enter Character. How would I look for that?

Please help!

Thank you!


author: Stiltsoft support
body: The new line is an invisible character, it doesn't count in the string length.

Maybe you can share your real use case? What data do you have in your column and what exactly you are trying to do?


author: Dolly Kirubavathi
body: This is my real use case:

Data in real column looks like this

Test_String

105 A

4 B

5000 C

I want to extract the number out and then do a SUM of all the numbers. My end goal is to get to 105 + 5 + 5000 = 5110


author: Stiltsoft support
body: Are you getting this data from Jira?

It is not really a best practice to mix text and numbers together in one cell. The Table Transformer macro treats the source table as a mini SQL database, so it is better to have each number in a separate cell or at least to have a string of numbers separated by visible characters, for example, commas.

You may try the following workaround:

![Wed 7-1.png](https://community.atlassian.com/t5/image/serverpage/image-id/309301iE3EE1348868776FB/image-size/large?v=v2&px=999 "Wed 7-1.png")

Now we move from the internal Table Transformer to the external one.

SELECT \*,  
MATCH_REGEXP(T1.'String', "\\d+", "g")  
AS 'Number String'  
FROM T\*

![Wed 7-2.png](https://community.atlassian.com/t5/image/serverpage/image-id/309302i35B5313B92D496C2/image-size/large?v=v2&px=999 "Wed 7-2.png")

SEARCH / AS @a EX('Number String'-\>split(",")) /  
RETURN(@a-\>'Column' AS 'Column', _ AS 'Number String') FROM T1

![Wed 7-4.png](https://community.atlassian.com/t5/image/serverpage/image-id/309303i658C6542E38AE954/image-size/large?v=v2&px=999 "Wed 7-4.png")

SELECT 'Column',  
SUM('Number String') AS 'Sum of Numbers'  
FROM T\*  
GROUP BY 'Column'

![Wed 7-3.png](https://community.atlassian.com/t5/image/serverpage/image-id/309304i83F16A41FF4DF1AB/image-size/large?v=v2&px=999 "Wed 7-3.png")


Tags: cloud

filter

jira-service-management

jira-service-management-cloud

table

table-filter

table-filter-and-charts

table-filter-charts-spreadsheets

table-transformer
Pricing of JSM
Asked by Kamlesh Panchal:

Hello,

Our organization already uses JIRA Software and many users are given access. We now would like to add JIRA service management to our company's Atlassian site. However, we would like to under pricing as when I tried to add JSM (Free plan) under company's site, it detected \>10 users and it did not allow to purchase free plan.

Our development/QA teams are part of JIRA Software and we have support team as well (consisting of 5-6 team members). As per my understanding, only agent license is needed. So technically, we would need 5-6 JSM agent license and customer it'll be free.   

In this situation, if I add JSM (even standard), how can I manage license so only required license (agent) is configured and not all who are part of JIRA Software.


Answers:
author: Dan Breyen
body: Hi [@Kamlesh Panchal](/t5/user/viewprofilepage/user-id/5424170) without knowing your exact situation, I would gather that when you added JSM, the system automatically made all of your Jira users, JSM users (agents) and because there was over 10, it put you into the Standard tier. After you add JSM, you should be able to go into Settings (gear) / User management and look at your user structure. Make sure only your JSM agents are setup as users, and all of your other Jira users are setup as 'Customers' . However, based on Atlassian's Pricing Guide, the JSM Free licensing is only for up to three agents. [JSM Pricing](https://www.atlassian.com/software/jira/service-management/pricing)

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309212i5C09B84A228973E8/image-size/large?v=v2&px=999 "image.png")

Here's an example of one of my Jira Users that only has 'Customer' access to JSM but still has Jira access. If you have internal users setup as 'Customers' they will not count against your JSM user(Agent) count.

Hope that helps.


author: Marc - Devoteam
body: Hi [@Kamlesh Panchal](/t5/user/viewprofilepage/user-id/5424170)

Hi when you added it, it probably has granted all licensed users as by default.

Check in Atlassian Access who al has a license on JSM now. Remove the license from all user not needing it.

But If you have apps installed on your instance and these also work in JSM projects and are for more then 10 uses, you will need a standard subscription.

Then it is not possible to use the free plan.

I can't be 100% sure on the latest, but you can contact [Atlassian Support](https://support.atlassian.net/contact/#) on this billing related topics as well.


Tags: cloud

jira-service-management

jira-service-management-cloud
Database import: Attribute transfer based on the product ID
Asked by Marko Otholt:

I have a database import. It involves two tables. In one table the product is established (product cataloge): In this case, the attribute of the type designation of the server. The server item, i.e. the actual server, is stored in the second table.

This server has the ID 100 and refers in the data record to the product and service catalogue, with the product ID 1. However, I do not need the ID, but the type designation from the product catalogue.

How can I tell the system during import, that it should write the type designation of the Product (ID 1) for the server (ID 100) in the "Tpe of server" attribute?

Is there a way to implement this?


Answers:
author: Kai Becker
body: Hi [@Marko Otholt](/t5/user/viewprofilepage/user-id/5408305)

welcome to the community and thank you for your question.   
You will need to map the data to the corresponding type and also add filtering in the import configuration.

Here is a detailed guide on how to setup a referenced import: <https://confluence.atlassian.com/jirakb/how-to-import-assets-object-types-with-attributes-referencing-existing-objects-1095240988.html>

Hope this helps.

comments: author: Marko Otholt
body: Many thanks for the friendly welcome. I have already read the link and unfortunately it didn't help me. Pictures often say more than words, so I'll try again with a picture. We have also used CSV for imports in the past, but I have to say that it was not always stable, so we switched to the DB interface. A link to the product catalogue is also no problem, but I would like to use some attributes from the other table during import, e.g. to fill the server label with the manufacturer name and also the types, so that the name is more descriptive. I hope that someone has an idea how I can handle this case. Thank you for your time and effort.![Screenshot 2024-02-29 125115.png](https://community.atlassian.com/t5/image/serverpage/image-id/309429i364758D61F3F5AD4/image-size/large?v=v2&px=999 "Screenshot 2024-02-29 125115.png")


author: Kai Becker
body: Hi [@Marko Otholt](/t5/user/viewprofilepage/user-id/5408305)

sorry for not getting back to you earlier. Is this still an issue?

I'm still not a hundred percent sure if I got your problem right, but shouldn't you be able to update the import statement with a JOIN, to get data from both tables?

After that you should be able to use aql on the attribute mapping screen, to filter out the specific object for the type attribute based on the value from the join.

Actually I haven't done that before but I guess that should work.


Tags: data-center

jira-service-management

jira-service-management-data-center
How can i start writing articles and publish it?
Asked by Pallavi Shirodkar:

I want to start writing articles and publish it on Community. How can i do that?


Answers:
author: Dan Breyen
body: Hi [@Pallavi Shirodkar](/t5/user/viewprofilepage/user-id/5425084) I found [this community article](https://community.atlassian.com/t5/Announcement-articles/Become-an-Atlassian-Author/ba-p/1001925) and [this one as well](https://community.atlassian.com/t5/Announcement-articles/An-Update-on-the-Atlassian-Authors-group/ba-p/2442984) where you can get more information on being an Author and request to become one.

Good Luck! I hope that helps.


author: Laurie Sciutti
body: Hi [@Pallavi Shirodkar](/t5/user/viewprofilepage/user-id/5425084) \~ have you tried this?

![Capture.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/309349iC78AC18D83581CDE/image-size/large?v=v2&px=999 "Capture.PNG")

comments: author: Pallavi Shirodkar
body: HI [@Laurie Sciutti](/t5/user/viewprofilepage/user-id/1137433)

I am unable to see this option at my end.

Thanks!


author: Pallavi Shirodkar
body: Hi [@Dan Breyen](/t5/user/viewprofilepage/user-id/5086375)

Thank you for your quick response. It has helped me.


Tags: cloud

jira-service-management

jira-service-management-cloud
how to select KB artical to issue
Asked by Kishor Mudhili:

we are unable to select KB to the issue. if we selelcted it's got updated in comments section.

so we cannot get report comments.

we want to get the KB and issues in Reporting. please help me how we can do it.


Answers:
author: John Funk
body: Hi Kishor,

Can you describe step-by-step what you are doing and where the problem is? Also, are you following any Atlassian documentation/guidance? If so, can you share the link?


Tags: cloud

jira-service-management

jira-service-management-cloud
Send email to all customer when issue is created
Asked by ghalia sidi amemou:

Hello Community,

I want to find a way to send emails to all customers when an issue is created.  
And the email will only be sent to the customers that were defined in a field (example: I created a field called 'client notified' with a user picker) on the ticket.

I am searching for a solution to choose this address and send an email to this client.

Regards.


Answers:
author: Fabio Racobaldo _Herzum_
body: Hi [@ghalia sidi amemou](/t5/user/viewprofilepage/user-id/5184672) ,

you can do that through an automation

![Immagine.png](https://community.atlassian.com/t5/image/serverpage/image-id/309144iE63477C2A48354C2/image-dimensions/318x146?v=v2 "Immagine.png")

Hope this helps,

Fabio

comments: author: ghalia sidi amemou
body: Hi [@Fabio Racobaldo _Herzum_](/t5/user/viewprofilepage/user-id/781528) ,

if i did with an automation haw i can get the names of clients from the field in the ticket .

Regards.


author: Zoey Wang
body: Hi [@ghalia sidi amemou](/t5/user/viewprofilepage/user-id/5184672)

Re the requirement you mentioned, you may want to set up an automation rule for getting customers or relevant users received notifications.   

or have you considered adding organisations to JSM projects if suits the needs? FYI what an organisation can do see below please.

"When you add an organization to a project, its members can raise requests in the project and share them with the organization. They're also notified about the organization's requests and can view and search them on the **requests list** in the help center. This also means that the request will be shared with all the organizations members when the organization is added to the request."


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-software
Relation to the Others Object after Imported CSV File in Asset Management
Asked by Azri:

Hi Jira Service Management Expert!

It is a question related to configuring the CSV import in Asset Management, specifically in relation to mapping columns to reference objects.

I would like to asking for guidance on how to configure the import so that columns can be related to other objects through mapping references.

Any reference or documents can I referred? I'm new here.

Thanks in advance!


Answers:
author: Zoey Wang
body: Hi [@Azri](/t5/user/viewprofilepage/user-id/5250436)

Please refer to [**How to import data into** **Assets**](https://support.atlassian.com/jira-service-management-cloud/docs/running-an-import/) which list

1. Prepare data
2. Create import structure
3. map data
4. Execute import

further questions please call out.


Tags: cloud

jira-service-management

jira-service-management-cloud
User doesnt get notifications from -some- other users
Asked by Karin Reimertz:

I have a user on my board that doesnt get notifications via email from some other members of the team.

Example:

A tags B on issue. B gets notification via email.

C tags B on issue. B does not get notification.

This is overall on multiple boards.

B and C have the same role on the boards and both are external users, while A is internal user/owner of board. Can this matter?

All personal notifications have been checked and are correct. This seems to be a mismatch on the level user-to-user?


Answers:
author: Valerie Knapp
body: Hi [@Karin Reimertz](/t5/user/viewprofilepage/user-id/5371999) , welcome to the community and thanks for your question!

Please can you clarify, B and C from your example are customers? where A is an agent?

There are two sections in the project settings relating to customers -

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309122i257161202839B14C/image-size/large?v=v2&px=999 "image.png")

and this

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/309123i516DA86B9DB384BD/image-size/large?v=v2&px=999 "image.png")

Please can you check, for example, that the customer notification is enabled for the action that the other customer is triggering? Sometimes people turn some of the notifications off as they can create a lot of 'noise' when customers tend to only want to hear about the ticket if it has been advanced in some way.

Please give us your feedback and either I or someone else will try to help.

Cheers

comments: author: Karin Reimertz
body: Thank you. Sorry for the late reply, had some month end closing I had to prioritize.

Project is not a Service project but a Software project, so I do not have "Customer notifications" under project settings.

Yes, B and C are external users, whereas I am (A) is Jira owner. Notifications work between B and other external users, as well as between C and other external users. It is only between A and B they do not work.

We have checked spamfolder, email rules etc.


author: Valerie Knapp
body: Hi [@Karin Reimertz](/t5/user/viewprofilepage/user-id/5371999) , thanks for your response and for clarifying. I thought this was a service management project because of the tags in this question. I will remove them to indicate that this is a Jira Software project instead.

For the actual issue, I have also tagged Atlassian support into this as this is likely a case where it would be beneficial for someone to have access to your configuration to help you troubleshoot this further.

Cheers


Tags: atl-ca

cloud

jira-software-cloud
Can I see the comments I wrote as a list?
Asked by ???_??_:

Can I see the comments I wrote as a list?


Answers:
author: Hannes Obweger - JXL for Jira
body: Hi [@???_??_](/t5/user/viewprofilepage/user-id/4704901)

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=2623235).

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 number of so-called *smart columns* that aren't natively available, including the *last comment*, and many other comment-related columns.

This is how it looks in action:

![last-comment.gif](https://community.atlassian.com/t5/image/serverpage/image-id/311080iE913F9DA5225155E/image-size/large?v=v2&px=999 "last-comment.gif")

As you can see above, you can easily sort and filter by the last comment, and also use it across JXL's advanced features, such as support for (configurable) *issue hierarchies* , *issue grouping* by any issue field(s), *sum-ups* , or *conditional formatting*. You can also export your comments to CSV or XSLX (Excel or Google Sheets) in just one click.

Any questions just let me know,

Best,

Hannes


author: Odd_lynice
body: Hi [@???_??_](/t5/user/viewprofilepage/user-id/4704901)

Try running a JQL report \>\> then click on the Export button \>\> export CSV (all fields).

Theodore

comments: author: ???_??_
body: Hi, [@Odd_lynice](/t5/user/viewprofilepage/user-id/60794)   
Where is the JQL report?


author: Odd_lynice
body: [@???_??_](/t5/user/viewprofilepage/user-id/4704901)

Filters \>\> view all issue \>\> you will be routed to the search page (this where you can run JQL) the export button is located on the upper right part of the page.

![Screenshot 2024-03-05 at 12.59.49 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/310168i77ECBD8C327754F0/image-size/large?v=v2&px=999 "Screenshot 2024-03-05 at 12.59.49 PM.png")


Tags: cloud

jira-service-management

jira-service-management-cloud
how to capture another Field data into Summary Field
Asked by Kishor Mudhili:

hello Guys,

i have created Service Request, in the SR we have Summary field (by default it's mandatroy in Global level). So I have make hidden and provided some dummy text. in same SR we have antoher custom field. I want to capture customer field information into Summary in issue.

how it's possible ?


Answers:
author: John Funk
body: Hi Kishor,

You can create an automation rule based on an Issue Created trigger.

Then add an action for Edit Issue.

In the Summary field use: {{issue.Custom Field}} where Custom Field is the exact name of your custom field, including case.

comments: author: Kishor Mudhili
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) : thank you so much for your help, it's working as we expected


author: Kishor Mudhili
body: [@John Funk](/t5/user/viewprofilepage/user-id/7148) : can you please help me

<https://community.atlassian.com/t5/Jira-Service-Management/how-to-select-KB-artical-to-issue/qaq-p/2623496#M162300>


Tags: cloud

jira-service-management

jira-service-management-cloud