youngmon/atlassian-qna huggingface dataset:
Automation: Hourly Reminder Email
Asked by Will Tubbert:

Using CROM and Ticket Status, I have configured an automation that should send out an email every hour, between 9am-4pm while approval tickets remain open.

![2024-08-14_13-14-50.png](/t5/image/serverpage/image-id/341826i733ECE86D0F4594C/image-size/large?v=v2&px=999 "2024-08-14_13-14-50.png")

However, I've found that it will only send the email once. According to the Audit log, the automation appears to have default behavior to not repeat unless the ticket(s) in question have been updated since the last time the automation ran.

![2024-08-14_13-13-22.png](/t5/image/serverpage/image-id/341827iA2347B8122904DDC/image-size/large?v=v2&px=999 "2024-08-14_13-13-22.png")

How do I override this behavior and force the emails to go out every hour?

Thank you for any guidance you might be able to provide.


Answers:
author: Tessa Tuteleers
body: Hi [@Will Tubbert](/t5/user/viewprofilepage/user-id/5116498) ,

This is your troublemaker ;) As long as the issue hasn't been changed, it won't trigger again if you check that box.

![2024-08-14_13-14-50.png](https://community.atlassian.com/t5/image/serverpage/image-id/341829i2EDB62D929A8E917/image-size/large?v=v2&px=999 "2024-08-14_13-14-50.png")

Uncheck it and your spirits might be lifted :)

Cheers,

Tessa

comments: author: Will Tubbert
body: I can't believe I missed that. I intentionally thought I'd looked over all checkboxes.

Thank you!

Will


author: Tessa Tuteleers
body: Haha, no worries, we've all been there :D   


author: Susan Waldrip
body: Hi [@Will Tubbert](/t5/user/viewprofilepage/user-id/5116498) , you might also check your CRON expression -- if I'm reading your initial post correctly and assuming the 9AM - 4PM is local time (that is, you're not having to convert time zones in the CRON expression), you might try

0 9-16 \* \* MON-FRI

meaning At minute 0 past every hour from 9AM to 4PM on all dates of the month in all months on Monday-Friday of the week.

Apologies if I've misunderstood your requirement!

comments: author: Tessa Tuteleers
body: True Susan! I didn't even check that as this was not in his requirements.. the cron now says 13h - 20h..


author: Will Tubbert
body: According to the warning box in the screenshot, I had to account for the times being in UTC.

The timing worked perfectly. I'd been experimenting with this since yesterday and it kicked off perfectly at 9am this morning.

I'd just been monkeying with the tickets as I've been working on several other, significantly more complex, Automation steps throughout the day. So the 1-2pm window was the first chance they had to just sit.


author: Susan Waldrip
body: Ah, okay, I wasn't sure if you had to convert time zones in the CRON or not. Glad it's working, I'll have to give this a try!


Tags: automation

cloud

jira-service-management

jira-service-management-cloud
Mail workflow with CC addresses?
Asked by Sascha Ludeck:

Hi,

we are using OTRS as ticket system and evaluate JSD as a possible replacement. I have one major issue which is likely a dealbreaker, but I would like to confirm if I get it right:

Situation:  
All of our customers and their individual users need to be pre-approved to raise support requests due to security requirements. This is done via Email address authentication and the addresses are implemented internally during onboarding.

However, since customers are using email with OTRS, they can CC other team members or external service providers/customers (which is ok in our processes as they CANNOT create new ticket but participate in the resolution of the one ticket they are on CC).

After that, we answer all parties, meaning we can discuss and work all together on the issue which is essential to us.

To reflect that in JSM:  
I understand, regardless of Portal or Email usage, a ticket participant has to be a Jira customer. To achieve this, I would have to allow everyone (or max. by domain) to register an account. If so, the customer would send email to us and CC others. These others would then get a Jira email, register and get all the updates from us + can add comments going forward.

BUT if we do that, we breach our main goal that only pre-approved customers can raise new requests. And if I don't allow that, the "others" in CC would receive the original email but wouldnt see answers from us or wouldn't be able to reply.

Is that really the case?!

Thanks in advance and best.


Answers:
author: Andrea R?kosfalvy
body: Hi [@Sascha Ludeck](/t5/user/viewprofilepage/user-id/5568363) ,

With Jira to be able to participate in a ticket the email sender should be a user (licensed Jira user or JSM customer), so you are correct in the limitations as described (to the best of my knowledge).

However third-party add-ons such as [Email This Issue](https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview) or I believe [Enterprise Mail Handler for Jira](https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview) as well, allow the option to keep track of and communicate with external email addresses too.

With Email This Issue you can set the mail handler to save email addresses in the regular user fields (if they are associated with a user), but if unknown, the address can be saved to a text field which can also be used as a recipient for notifications. Comments from external users would still be added (using a default reporter), but you do not need to accept issue creation from these external users (unless you want to) - allowing you the ability to use your regular pre-approval for customers and restrict who can create requests and at the same time communicate with non-users on the same ticket.

I hope this helps,  
Andrea  
META-INF - Email This Issue support


author: Sascha Ludeck
body: Can there really no one answer this question?


author: Sascha Ludeck
body: Hi, can someone confirm or correct by observations?

Thanks again.


Tags: cloud

jira-service-management

jira-service-management-cloud
Taking the comments section on a kanban board and seeing it on a excel export
Asked by Brant Killingsworth:

Hi everyone! We use the comment section on a card to reflect updated project status. I need to export to excel the list of projects (scorecards) with the last updated comment.

Any idea on how to do this?


Answers:
author: Darryl Lee
body: Hi [@Brant Killingsworth](/t5/user/viewprofilepage/user-id/5209501) --

If you are open to creating an "extra" field for "Last Comment", you could create an Automation that updates that field whenever a comment is added to an issue, and that field could then be included in an Excel export.

For reference:

* [Jira Automation Triggers - Issue commented](https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Issue-commented)
* [Jira Automation Actions - Edit issue](https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Edit-issue)
* [JRACLOUD-2734 - Display last comment in issue navigator column (comment detailing how to create automation to update custom "Last Comment" field)](https://jira.atlassian.com/browse/JRACLOUD-2734?focusedCommentId=1643536&page=com.atlassian.jira.plugin.system.issuetabpanels%3Acomment-tabpanel#comment-1643536)

Outside of Automation, if you have ScriptRunner, you can also create a Scripted Field that does the same thing:

* [Show Last Comment for an Issue (Server/Data Center)](https://library.adaptavist.com/entity/show-last-comment-issue)
* [Jira Cloud Script Field to Get Last Comment text and display it on an issue](https://bitbucket.org/Adaptavist/workspace/snippets/GrL9qL/jira-cloud-script-field-to-get-last)

And there is also this add-on for Jira Cloud that provides a "last comment" custom field, amongst others: [Comment Custom Fields for Jira](https://marketplace.atlassian.com/apps/1219476/comment-custom-fields-for-jira?hosting=cloud&tab=overview)

comments: author: Darryl Lee
body: Oh and yeah, I don't believe you can export a Kanban board to Excel. You'll need to go to Issue Filter view, and you'll want it to be the same filter you're using for your board.
Automation based on issue field End date
Asked by Vilhelmine:

Hi all :)  

I would like to set up an automated Status change for an issue once it's past it's End date - but I don't really see how to, from the options given in the automation section. Has anyone done this before?   

I have a Atlassian Cloud instance.


Answers:
author: Gareth Cantrell
body: Hi [@Vilhelmine](/t5/user/viewprofilepage/user-id/4221092)

This can be achieved with a rule using the Scheduled trigger.   
You define how often the rule will fire (e.g. once a day) and then specify the issues it will operate on using a JQL query

comments: author: Vilhelmine
body: Thank you ! That worked \^_\^ took me a little time to figure (what I hope is) the right query. Will see tomorrow if it was
how to stop when transitioned, new sub-tasks duplicate
Asked by Erin Dunning:

When sub-tasks are done in first board and then transition to second board the two new sub-tasks keep duplicating once transitioned.

**When:** Value Changes for Status

**For Parent**

**Status Equals** - Items in Que for development

**And**: Sub-tasks match

**status** = "DONE"

**Then: Transition the issue to**

Design Development

**And: Create 2 sub-tasks**

This is when 2 subtasks should appear, but they duplicate and create 4


Answers:
author: Jack Brickey
body: Hi [@Erin Dunning](/t5/user/viewprofilepage/user-id/5190692) ,

my first guess would be that your automation rule has the box checked that would allow the rule to be called by another rule. So, when the rule runs, it ends up triggering itself. Is that a possibility? If not, would you mind sharing a screenshot of your automation rule? it may also be caused by another rule being triggered. In any event, the history of the issues being created, should help identify the problem.
how to create guest account to access confluence space using REST APIs
Asked by Low Aik Fung:

I need to create automation to create guest account and grant the guest acocunt access to certain confluence space. based on what i know, there is no (Jira) automation action that can does that. The only possible way which i can think of is to use REST API. But i coudn't find the REST APIs to do it. Does anyone knows? Thanks.


Answers:
author: David Bakkers
body: Hello [@Low Aik Fung](/t5/user/viewprofilepage/user-id/5206606)

You haven't said if you are using CLOUD or SERVER / DC editions of those products. In either case, there is nothing in Jira's REST APIs that will create accounts in Confluence.

If you are using CLOUD, then the Cloud Admin REST APIs can be used to provision and manage users at the organisational level for all products.

comments: author: Low Aik Fung
body: Hi [@David Bakkers](/t5/user/viewprofilepage/user-id/1575730) ,

Thanks so much for the response. I am using CLOUD edition. Understand that REST APIs can be used to provision user account but I couldn't figure out how it can provision guest account. Or is it just that it guest account couldn't be provision using REST API. If you know know to do it, please let me know. Thanks!


author: David Bakkers
body: *"If you know how to do it, please let me know"*

I did let you know... use the Cloud Admin REST APIs. That's how you do it.

ALL account types, including guests, can be provisioned using those endpoints.


Tags: access

guest

rest-api
???????? ??????? ?????????????.
Asked by ??????? ???????:

??? ????????? ????????????? ??? ????????? ????????:

1. ????? ????? ?????? ? DONE, ??? Issues in epic ? ??? ????????? ? DONE.

2. ????? ?????? ?? Issues in epic ??????????? ? Done, ?????????? ?????????:

- Issue links ? ????? ????? "is duplicated by";

- ???????? Done;

- ?????? (???? ???????).

???? ??????? ???????????, ?? ????? ????????? ?????? ?????? ? ?????? Closed


Answers:
author: Bill Sheboy
body: Hi [@??????? ???????](/t5/user/viewprofilepage/user-id/5205141) -- Welcome to the Atlassian Community!

What have you done thus far to solve this need?

If you have a rule, please post images of the rule and audit log details, describing what is not working as you expect. That will give the community context to try to help.

If you have not started a rule yet, *please note creating automation rules requires learning and experimentation*. I encourage you to learn a bit, try to create the rule, and if you need help ask the community, describing what does not work as you expected.

To get you started on creating your rule, please refer to these documentation and example sources:

* <https://www.atlassian.com/software/jira/guides/automation/overview#what-is-automation>
* [https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all\&page=1\&pageSize=20\&sortKey=name\&sortOrder=ASC](https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC)
* <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/>
* <https://support.atlassian.com/jira-software-cloud/docs/use-advanced-search-with-jira-query-language-jql/>

Kind regards,  
Bill
Link two issues when they are created with a workflow
Asked by Maia N_:

Hi!, I'm trying to make a workflow that links two incidents that are from the same sender, they always fall by 2 and have similar summaries,

Any ideas? I can't get to link


Answers:
author: Tony Langlet
body: Hello [@Maia N_](/t5/user/viewprofilepage/user-id/5202105)   
You can use Jira Automations for this.

I'm not sure how your issues are being created, are they being created directly after each other or are they being created separately.

There are different approaches to your solution dependent on the background.

#### Option 1: Find an issue with summary {#toc-hId-233055323}

You can use the field contains functionality, when an issue is being created, look for for other issues with similar summary. You can also add where the reporter are the same in the advanced compare condition, followed by a link issue task.

![2023-04-24 09_58_43-Automation - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/253515i522278C3466EDAC6/image-size/large?v=v2&px=999 "2023-04-24 09_58_43-Automation - Jira.png")

#### Option 2: Link with most recently created issue {#toc-hId--1574399140}

If there's an automation to create a ticket directly after another one is being created you could use the Link with most recently issue.

![2023-04-24 10_04_07-Automation - Jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/253516iF96F3294231F52B3/image-size/large?v=v2&px=999 "2023-04-24 10_04_07-Automation - Jira.png")

There are more options to add here and combining different parts of the Jira automations can achieve the same result.


author: Jeroen Poismans
body: Hello and welcome to the Atlassian Community!

So, I don't think a workflow postfunction is going to be the place to do this, rather than an Automation.

Do both issues belong to the same project? I assume they do since you mention "sender" I would think both issues get created in the same project?

If not, are the 2 projects fixed or can they vary?

Regards,

Jeroen


Tags: link
How to make a custom field readonly or disabled in Jira Automation action
Asked by Shiv Sharma:

I have a custom field with two values: Yes and No. Default is "No".

I would like to create an automation rule as follows:

**When the value of the field changes to "Yes" then:**

* send and email
* make the field non-editable or readonly, so that the field value cannot be changed again.

The first action is easy. But I am not able to figure out how to prevent the field from being modified again. None of the currently available options for a new action seem to do this.

Any help would be appreciated.

Thanks,

Shiv.


Answers:
author: David Pezet
body: Is this in a company managed project? You might try removing the field from the Edit screen, and instead only allow it to be changed from a Workflow Transition that loops back to the current status. Something like a transition "Set X to Yes" that sets the field, and then you would be able to add a Condition to that transition to only display that when that field value is not "Yes".

comments: author: Shiv Sharma
body: It is a company managed project.

Thanks. Your workaround makes sense. However, it will be great to have a simpler solution (if there is one).


author: David Pezet
body: I would be stoked for something simpler too! Unfortunately, individual field security/permissions has been a long running request. IIRC there are a few third party apps in the marketplace that help, but otherwise we are left to control it through the transitions/screens. Please update your issue here if you happen to find something easier.


author: Shiv Sharma
body: Will do. Thanks David.
Is it possible to create custom action?
Asked by ???????? ????????:

I want to create action, which will cherry-pick commits assigned to closed ticket to another branch in bitbucket. But I cannot find a way to create a custom action. Is it possible?


Answers:
author: Stephen Wrathall
body: Hi [@???????? ????????](/t5/user/viewprofilepage/user-id/5201188),

Thanks for your question.

Providing an API for 3rd parties to build their own custom actions through [Forge](https://developer.atlassian.com/platform/forge/) is on our long term roadmap, although it's not available today.

For now there are actions that allow creating of branches in Bitbucket, Github and Gitlab, but not for cherry-picking commits as you've described above.

Thanks and regards,  
Steve Wrathall
Assets automation, if the expiration date is less than 30 days away.
Asked by Sanchez, Rene:

Hi everyone,

I recently added some Azure resources as Asset **objects** to gain better control over their relationships/Dependency and other relevant data for my work team.

It's crucial for us to receive a notification prior to the expiry of the secret for the Azure App Registration.

I was wondering if there's any way to automate this.

Specifically, I'm looking for an Automation to create an issue if the secret is due to expire in less than 30 days.

Thank you for your help in advance

![Object Schema - Jira Service Management.png](https://community.atlassian.com/t5/image/serverpage/image-id/252994iDE69EA36C400651D/image-size/large?v=v2&px=999 "Object Schema - Jira Service Management.png")


Answers:
author: Sanchez, Rene
body: Done!

![Einstellungen.png](https://community.atlassian.com/t5/image/serverpage/image-id/253256i47C590B458AEA652/image-size/large?v=v2&px=999 "Einstellungen.png")

comments: author: Sean Kraft
body: Are you doing any logic to prevent duplicate task creation?


author: Ren? Ram?n S?nchez Ram?rez
body: Not at the moment!


author: Sean Kraft
body: I did find a way to prevent duplicates by using the {{ObjectList.Key}} in the Summary field when creating the issue. Then I could lookup active issues and use an IF statement to determine if {{lookupissues.summary}} does not contain {{ObjectList.Key}} before creating the issue.

Could probably expand on this to add comments to existing issues as reminders, set status of objects based on ExpiryDate, ignore a "Retired" status, etc. if desired.

![Screenshot 2023-06-13 at 8.07.47 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/262940iDB161872072B5D31/image-size/large?v=v2&px=999 "Screenshot 2023-06-13 at 8.07.47 AM.png")


Tags: assets

jira-service-desk
how add a new page by trigger add label under just the labeled page
Asked by Anja Hermsd?rfer:

Hi, i'am try to create a automation in a specific space.  
Triggerd by "add label".  
As action i use " Publis new page". How i configure now the fields in the action, that the new Page is a Childpage under the page with the triggered new label.

And the Title of the new page should include the parent title and the template name

Thanks for help.


Answers:
author: Jacky Lai
body: Hi [@Anja Hermsd?rfer](/t5/user/viewprofilepage/user-id/5200878) , welcome to our Atlassian Community forum.

Let me know if I got it right: Instead of creating the subpage manually, you want to create a subpage by adding a label on parent page?   

We currently don't support this use-case, mainly because we have to set a fixed parent page in "Publish new page" action component.

comments: author: Anja Hermsd?rfer
body: Hi [@Jacky Lai](/t5/user/viewprofilepage/user-id/1767033)

yes we want to create a new subpage once a label is set.

Actually we wanted to create a subpage as soon as a page was moved under a certain page.  
But since we didn't find a trigger for this, we came up with the idea of the label.

It is a pity that there is no possibility for this. Not even with Smart Values?


author: Sheerine Baucum
body: [@Anja Hermsd?rfer](/t5/user/viewprofilepage/user-id/5200878) Hello! I am curious to learn more about your use case. If you would like to discuss further you can either send me an email at sbaucum@atlassian.com or setup a meeting with me through calendly here: calendly.com/sbaucum Thank you!


author: Anja Hermsd?rfer
body: Hi [@Sheerine Baucum](/t5/user/viewprofilepage/user-id/4751651) i'm sended you an mail. Did you receive it?


Tags: confluence
Unlinking completed tasks or editing issue names based on status
Asked by Pedro Knup:

Hi all,

I'm looking for some advice on how to automate certain tasks in Jira based on the status of issues. Specifically, I'm trying to accomplish one of two things:

1. Unlink all the sub-tasks marked as "Done" when transitioning an issue to a certain column, and write a comment on the issue with links to the unlinked tasks.
2. Edit the name of the issue by adding a prefix, like "\[DESIGN\]", to issues marked as "Done".

It seems that the only option for removing completed sub-tasks is to delete them entirely. This is not what I want, as I would like to keep the current scope of completed sub-tasks visible while removing the ones from previous scopes.

I'm aware of the "hide completed tasks" option, but this hides all completed sub-tasks regardless of their scope. Is there any way to accomplish what I'm trying to do while still keeping completed sub-tasks visible within their appropriate scope?

Has anyone tried to do something similar? If so, could you share your approach or provide guidance on getting started?

Thank you in advance for your help!

Best regards,  
Pedro Knup


Answers:
author: Bill Sheboy
body: Hi [@Pedro Knup](/t5/user/viewprofilepage/user-id/5199873) -- Welcome to the Atlassian Community!

First thing, what problem are you trying to solve by doing these things? Understanding that may help the community to offer solutions to that problem.

Next...

What do you mean by "unlink all of the subtasks marked as 'Done'"?

* Subtasks are part of their parent issues, and do not stand-alone
* Do these subtasks also have links to other issues, different from the parent?

Issues (and subtasks) have status, which is easily checked by queries.

* What is the purpose of changing the name of an item to reflect its status?
* In the example you give of renaming something named "\[DESIGN\]..." to "Done...", wouldn't that lose information that was previously available?

Thanks, and kind regards,  
Bill
Jira Project Fields and Values
Asked by Russell Brown:

Is there an easy way to get the Metadata around fields in Jira?  

Data:

* Label
* API Name
* Description
* Field Type
* Values (Picklist, Mult-select, etc.)

I know there is a way to get the REST API information, but that is not very friendly to work with...


Answers:
author: Bill Sheboy
body: Hi [@Russell Brown](/t5/user/viewprofilepage/user-id/5035563)

What problem are you trying to solve by doing this? Knowing that may help the community to point you to useful references.

And consider also posting this same question in the developer community area for other ideas: <https://community.developer.atlassian.com/>

Kind regards,  
Bill


Tags: field

jira-administration

metadata