youngmon/atlassian-qna huggingface dataset:
Which measure to use for calculating average time to resolve incidents (in hours)
Asked by Walter:

Hi all

Which measure should I use in EazyBI for calculating the average time in hours that takes to a group of tickets to be resolved (counting from Created to Resolved)?

I adapted "Average resolution date" multiplying it by 24

```
CASE WHEN [Measures].[Issues resolved] > 0 THEN
[Measures].[Total resolution days] \* 24 / [Measures].[Issues resolved]
END
```

But the result is smaller from what I get taking the same group of tickets in Excel, subtracting Resolved minus Created and applying average.

* From EazyBI:

![image.png](/t5/image/serverpage/image-id/298410i6D72602164598FF1/image-size/large?v=v2&px=999 "image.png")

* Result from drilling through issues (EazyBI): 224,67
* Result from querying Jira: 224,66

Ideas?

<br />

Thanks and happy new year!

<br />

Walter


Answers:
author: elita_kalane
body: Hello [@Walter](/t5/user/viewprofilepage/user-id/5355927)

Apologies for the delayed response and thank you [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) for helping with this use case!

The gap shouldn't become wider because you are using the sum of all resolved days. There might be a slight discrepancy between how the result is rounded in Excel and in eazyBI

I do, however, recommend slightly updating the formula, to convert the results to minutes (using the formula below), and before saving the formula, choosing the formatting (<https://docs.eazybi.com/eazybi/analyze-and-visualize/calculated-measures-and-members/calculated-measures#Calculatedmeasures-Formatting>) to "Duration" -\> "Days, hours, minutes"

```
CASE WHEN [Measures].[Issues resolved] > 0 THEN
[Measures].[Total resolution days] 
\* 24   
\* 60 
/ [Measures].[Issues resolved]
END
```

Best wishes,

Elita from support@eazybi.com

comments: author: Walter
body: Hi [@elita_kalane](/t5/user/viewprofilepage/user-id/5081500)

Thanks for the reply. I'll check on this and get back to you.

Also, thanks [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) for following this up


author: Fabian Lim
body: Hi [@Walter](/t5/user/viewprofilepage/user-id/5355927)

I think the formula is ok. I wouldn't worry if there is just 1 hour difference.

Tagging [@eazyBI Support](/t5/user/viewprofilepage/user-id/510356)

Saludos

comments: author: Walter
body: Hi [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) and [@eazyBI Support](/t5/user/viewprofilepage/user-id/510356)

Happy New Year!

Thanks for replying.

We can live with that proving that the gap between EazyBI and manual calculation will not expand with more tickets coming.

Is it possible to confirm this?

Regards

W.


author: Walter
body: Hello

Could someone help me with the last question?

Thanks


author: Fabian Lim
body: I would suggest you contact eazyBI support directly. They are fast at responding.


Tags: jira-service-management

jira-service-management-server

server
Is it possible for customers to see all requests ?
Asked by Emeline Lagarde:

Hello,

We're having a reflexion about using Jira service management as ITSM for our company.

Thing is that some of our customers needs to see requests from their team, is there any way to do it without giving them an agent account ?

Thnkds for your help,

Emeline


Answers:
author: Tansu Akdeniz
body: Hi [@Emeline Lagarde](/t5/user/viewprofilepage/user-id/1690561)

Customers need to be a part of same [organization](https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/) to see the other users requests.

You can also use Automation to add organization.

comments: author: Emeline Lagarde
body: Thanks for help, I'll try it


author: Asha Goyal
body: Hello [@Emeline Lagarde](/t5/user/viewprofilepage/user-id/1690561)

Yes, you can share the request among the customer with the help of orgarnization.

[https://confluence.atlassian.com/jirakb/share-with-button-differences-and-behaviors-on-jsm-portal-1188784642.html#:\~:text=%22Share%20With%22%20field%20in%20the%20Request%20Form\&text=In%20the%20Share%20With%20drop,be%20shared%20with%20any%20organization](https://confluence.atlassian.com/jirakb/share-with-button-differences-and-behaviors-on-jsm-portal-1188784642.html#:~:text=%22Share%20With%22%20field%20in%20the%20Request%20Form&text=In%20the%20Share%20With%20drop,be%20shared%20with%20any%20organization).

Kindly accept and vote the ans if it helps.

Thanks

comments: author: Emeline Lagarde
body: Thanks for help I'll try it


author: Emeline Lagarde
body: [@Asha Goyal](/t5/user/viewprofilepage/user-id/4891126) [@Tansu Akdeniz](/t5/user/viewprofilepage/user-id/472390) thanks for your help, it fits exactly what I need !


Tags: cloud

jira-service-management

jira-service-management-cloud
Configure columns on issues view should be based on project
Asked by Linda Zhao:

In the "issues" view per project, I would like to view different columns for separate projects as the these distinct projects necessitate a disjoint set of relevant columns.

However, it seems like the column customization flow per project (see attached) sets a global set of columns to render on ALL my projects.

Is there a way to only render the columns i want by individual projects?

![Screenshot 2023-12-28 230613.png](/t5/image/serverpage/image-id/298381iEAE7534C5ED8581B/image-size/large?v=v2&px=999 "Screenshot 2023-12-28 230613.png")


Answers:
author: Ollie Guan
body: Hi [@Linda Zhao](/t5/user/viewprofilepage/user-id/5394003) ,

Vote for this issue

Add a way to save the columns for a filter in the New Issue Navigator

<https://jira.atlassian.com/browse/JRACLOUD-81122>


Tags: cloud

jira-service-management

jira-service-management-cloud
Filtering object deleted events by object type
Asked by Tim Dean:

Hello,

We are in the process of migrating from Assets for Data Center to Jira Service Management cloud. In our existing data center configuration, I have automations triggered by the creation, update, and deletion of Assets objects in a specific schema. In each case, I have an automation that looks like this:

WHEN object created (or updated, or deleted)  
IF objecttype = software (the name of the asset object type is "software")  
THEN Http Request  
...

<br />

When I tried to migrate these to Jira Cloud, I found that I could change the IF clause to something like "{{object.objectType}} Equals Software. See attached image for details.

![Screenshot 2023-12-28 165327.png](https://community.atlassian.com/t5/image/serverpage/image-id/298377i3B6BC9DBEFD72719/image-size/large?v=v2&px=999 "Screenshot 2023-12-28 165327.png")

This seems to work for the creation and update triggers, but the delete doesn't work. It doesn't seem like the object type property exists for the deletion event. The audit log message is "Error rendering smart-values when executing this rule:Failed to get value for object.objectType"

<br />

Is there any way to match what I had before, where I can trigger an HTTP call for object creation, update, AND deletion that applies only when the object type matches a specific value?


Answers:
author: Guido Menardi
body: <https://jira.atlassian.com/browse/JSDCLOUD-10932>


author: Fabian Lim
body: Hi [@Tim Dean](/t5/user/viewprofilepage/user-id/5394699)

Welcome to the community!

Instead of deleting an asset as a trigger, I recommend you use the status fields in the object that the asset has been removed/obsolete/inactive. This way you will keep the history of the jsm tickets and relations to objects.

So users in object set the new status to "inactive" and then you can run the automation with object updated based on the status.

I hope this helps.

comments: author: Tim Dean
body: Hello [@Fabian Lim](/t5/user/viewprofilepage/user-id/3131564) and thanks for the suggestion. Unfortunately, we need the ability to both update the status in some use cases and to delete in other use cases. I really need to be able to react to deletion events, and it appears that there is a regression in this functionality from what is available in Cloud vs. what was available in Server and Data Center.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation "condition not met" when using request type that meets condition
Asked by Tim Schandorff:

I am building a very simple automation to auto-assign a specific request type to a specific user. I have done this with several other request types with no problem however on is not working. The request type uses a form and generates a PDF which is the only difference I can see between it and other request types with a similar automation. For that reason I added a re-fetch step to slow down the automation but this didn't fix the problem. (I also tried adding a second one with the same results). The audit log says that the ticket did not meet the condition however it clearly is the "Fixed Asset Request" request type. The result is that the ticket comes through as unassigned every time.

![automation.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/298361iFD90AC11A7AB8C39/image-dimensions/275x306?v=v2 "automation.JPG")Thanks for any help you can provide.


Answers:
author: Jack Brickey
body: Hi [@Tim Schandorff](/t5/user/viewprofilepage/user-id/5394614) , can you add a log action after the refetch and use the following in the log message field - **RT is .... {{issue.Customer request type}}**

run your rule and check the log to assess what the request type is.


author: Joseph Chung Yin
body: [@Tim Schandorff](/t5/user/viewprofilepage/user-id/5394614) -

Welcome to the community, addition to [@Jack Brickey](/t5/user/viewprofilepage/user-id/853369) suggested, it is my opinion that your existing rule action of "refetch the issue data" is not necessary. In automation rule design, one should avoid calling un-necessary action(s) as much as possible.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Jack Brickey
body: Agreed it should not be needed here.


Tags: cloud

jira-service-management

jira-service-management-cloud
JSM Project not loading
Asked by Ismael Jimoh:

When opening my JSM project on my free cloud instance, I get automatically redirected to the administrator page.

Looking at the browser console I see the following:

![Screenshot 2023-12-28 at 17.08.56.png](https://community.atlassian.com/t5/image/serverpage/image-id/298351iECDACC69FCD9A46C/image-size/large?v=v2&px=999 "Screenshot 2023-12-28 at 17.08.56.png")

I accessed the **customer permissions** page and I got the following error:

![Screenshot 2023-12-28 at 17.03.04.png](https://community.atlassian.com/t5/image/serverpage/image-id/298352i6F1450169E2F28CC/image-size/large?v=v2&px=999 "Screenshot 2023-12-28 at 17.03.04.png")

I can confirm the user has the right permissions (Administer Project, Browse Project and also has a JSM product license).

Does anyone have an idea what could be the cause of the error. I can confirm that this not a service issue (status page shows an all green for JSM).

Thanks in advance.


Answers:
author: John Callanan
body: Does Atlassian actually have support, or is it nothing but users asking questions of other users with few if any actual support or problem solving?


author: Jack Brickey
body: I have not seen this. Is this happening for multiple people and browsers?

comments: author: Ismael Jimoh
body: It is a private cloud instance and happens on all browsers I tried:

* Chrome normal and incognito
* Safari

The issue persists.

I will drop remove the add-ons on the instance as I use it mostly for testing and see if that helps.

If it doesn't, I will likely remove the application JSM and add it back and hope that resolves the issue.


Tags: cloud

jira-service-management-cloud

jira-software-cloud
Converting displaynames to account id within Jira automation
Asked by Marc-Anton Weigelt:

Hello,

I would like to setup a Jira automation rule with a manual trigger plus user inputs which are used during further issue creations. The user inputs contain a firstname + lastname of a user which I need to get *converted* to an account id which I can then use in request participant fields.

How do I do that?

I have found already that post:  
[Solved: Jira Automation: Convert string containing user's ... (atlassian.com)](https://community.atlassian.com/t5/Jira-Service-Management/Jira-Automation-Convert-string-containing-user-s-displayname-to/qaq-p/2266166)  
with that link:  
[The Jira Cloud platform REST API (atlassian.com)](https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-user-search/#api-rest-api-3-user-search-query-get)

but am afraid, that I do not understand how do use the Jira cloud reset api. So could maybe someone help me out with the actual *code* which I can paste for the described scenario into the automation steps?

Much apprieciated. :)

Regards,  
Marc


Answers:
author: Fernando Eug?nio da Silva
body: [@Marc-Anton Weigelt](/t5/user/viewprofilepage/user-id/5323770)

It is safer and recommended that you use the email and not the user's first and last name in the API query.

But in summary what you should do is something like this:

- Every manual automation where the user enters a value creates an input variable for the field. In this field, users must use their email address instead of their first and last name.

- Then add a Send Web Request ACTION

* URL: https://**your-site** .atlassian.net/rest/api/3/user/search?query={{**user-input-variable**}}
* Method: GET
* Check the box "*Delay execution of subsequent rule actions until we've received a response for this web request*"

- Not Mandatory, but interesting: Add an Audit Log action with this smartvalue: **{{webResponse.body.accountId}}**

This is the accountId of the user collected by your web response.

- Add an ACTION for **EDIT Issue**

* **Do not select** any field. You must pass your value in the section **additional fields**. Your value must be like this one

```
{
"update": {
"customfield_10025": [
{
"add": {
"accountId": "{{webResponse.body.accountId}}"
}
}
]
}
}
```

Change the **number** (10025) for your custom field number.

Here an example print

![Screenshot_164.png](https://community.atlassian.com/t5/image/serverpage/image-id/298378i18C74BB11B320DD1/image-size/large?v=v2&px=999 "Screenshot_164.png")

Hope this helps you :)


Tags: cloud

jira-service-management

jira-service-management-cloud
Why can't I see that i installed Microsoft Teams for Jira Cloud add - on after installing it?
Asked by Vera Valshonok:

I am preparing for Jira migration, I need to have same add-ons as the source site have on a destination site.

I have 2 issues I came across:

1.Microsoft Teams for Jira Cloud - I've found it in a marketplace and installed, but it's not appearing as an installed one on our site. We won't be actually using it in the future, so I set it only for me personally in the teams, but it's still installed by me as a Jira admin.

2. VisualScript for Jira Cloud - can not find in the marketplace. It seems that this app does not exist anymore, but it is shown as installed on the source Jira site for migration.

Could you help me understand how can i make sure I have both off the add-ons installed on the Jira site.


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

Have you checked the left panel where you have board, issues, timeline and such, some apps get installed here (based on the template that was being used for development), also have you checked the Apps section as well?

And of course have you checked the Manage your apps as well?

comments: author: Vera Valshonok
body: Yeah, i dont see it every where and it appears as non existant on my destination site , as an error in the Cloud to cloud migration app.


Tags: cloud

jira-service-management

jira-service-management-cloud
Can I limit the organizations field to one selection ?
Asked by Gal Fatal:

Hi,

I am using the system organizations field. It gives by default multi selection but I would like to limit the field to have only one selection.

Any idea ?

Thanks, Gal


Answers:
author: Dan Breyen
body: Hi [@Gal Fatal](/t5/user/viewprofilepage/user-id/2014272) it appears Server and Cloud are working the same where there isn't a way to restrict it to just one. I found this on Atlassian's Jira site, [JSDCLOUD-12341](https://jira.atlassian.com/browse/JSDCLOUD-12341) but that would only pertain to you after you upgrade to the Cloud. It wouldn't hurt to vote for and watch it, as it could get a little boost.


Tags: jira-service-management

jira-service-management-server

server
How to create escalation matrix for SLA breached tickets
Asked by devesh_mishra:

How to create escalation matrix for SLA breached tickets


Answers:
author: Tansu Akdeniz
body: Hi [@devesh_mishra](/t5/user/viewprofilepage/user-id/5394312)

Welcome to the community.

You can use [Automation](https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/automation#overview) feature to build your own rules.

Please go to Project Settings -\> Automation page.


Tags: cloud

jira-service-management

jira-service-management-cloud
Portal Group Design
Asked by Orkhan Hasanov:

Hello folks !

I have a question. Is there any way to change the design of the portal group in the Jira Service Management Customer Portal? As a list, grid, or something like that ?

![009.png](/t5/image/serverpage/image-id/298329i21509242832893A1/image-size/large?v=v2&px=999 "009.png")

![010.png](/t5/image/serverpage/image-id/298330i51EAF82E1ED885F9/image-size/large?v=v2&px=999 "010.png")


Answers:
author: Dirk Ronsmans
body: Hi [@Orkhan Hasanov](/t5/user/viewprofilepage/user-id/5326193) ,

At this time there is no further customization possible of the portal and it's components.

They did announce last year on Team '23 that they are working on a more customizable portal.

In the meantime you can look at an app called Refined ([https://marketplace.atlassian.com/apps/1218481/refined-for-jira-service-management-cloud?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1218481/refined-for-jira-service-management-cloud?hosting=cloud&tab=overview)) which gives you a more WYSIWYG editor and further control over how everything is shown.

I suggest starting a trial of the app to see if it is a solution for now.

comments: author: Orkhan Hasanov
body: Thank you very much [@Dirk Ronsmans](/t5/user/viewprofilepage/user-id/124602) for quick answer. It's understandable.


author: Orkhan Hasanov
body: I also find this :

[https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud\&tab=overview](https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud&tab=overview)


Tags: cloud

customer-portal

jira-service-management

jira-service-management-cloud
Problems editing issues that are the result of a "look up issues"
Asked by German Dobrilovich:

Hi! In jira automation, how could I edit issues that are the result of a "look up issues"?

I leave the detail of the automation where the look up issues finds the correct issues, but does not apply the configured edition.

![Screenshot 2023-12-27 at 16.14.22.png](/t5/image/serverpage/image-id/298251iEA466D62A74816CF/image-dimensions/236x430?v=v2 "Screenshot 2023-12-27 at 16.14.22.png")


Answers:
author: German Dobrilovich
body: Thank you very much for the help! we finally solved the problem using this JQL in a "Branch rule / related issues"

![Screenshot 2023-12-28 at 14.55.42.png](https://community.atlassian.com/t5/image/serverpage/image-id/298362i8C80BA073B3712B1/image-dimensions/382x403?v=v2 "Screenshot 2023-12-28 at 14.55.42.png")

comments: author: Trudy Claspill
body: Ah, yes, that is a simpler solution than using a Lookup Issues action.


author: Trudy Claspill
body: Hello [@German Dobrilovich](/t5/user/viewprofilepage/user-id/4262700) ,

With the way your rule is written the Edit and Link actions are being applied to the Trigger issue, not the issues found in the Lookup Issues action.

You have to use an Advanced Branch to iterate over the issues returned by the Lookup Issues action.

![Screenshot 2023-12-27 at 2.05.05 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/298272i47E641A6CACE5380/image-size/large?v=v2&px=999 "Screenshot 2023-12-27 at 2.05.05 PM.png")


author: Joseph Chung Yin
body: [@German Dobrilovich](/t5/user/viewprofilepage/user-id/4262700) -

Well stated by [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) , you will need use "Advanced Branching" to loop through the issues found in the the lookup issue action.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud
Data Residency for TFS/DevOps Integration
Asked by Jeremy Chen:

The organization is required to have Data Residency to be in Canada.

I have some questions when reading the "in-scope product data" section on [Understand data residency \| Atlassian Support](https://support.atlassian.com/security-and-access-policies/docs/understand-data-residency/)

It mentioned that "Connected DevOps data (including commits, branches, pull requests, builds, deployments, feature flags, remote links) can't be pinned under Jira Software. Which in term means it is not supported by data residency. But could someone please explain in detail of what is not supported? And maybe how/why they are not supported? Additionally, if this is only mentioned under Jira Software and not Jira Services Management, does this mean that integration between JSM with TSF/DevOps does fall under the same category?

We are wondering if Canadian data residency requirement can still be achieved if we connect Jira Service Management with TFS via apps, such as, Exalate Jira Issue Sync \& More, TFS4JIRA, and Azure DevOps for Jira.


Answers:
author: Syed Majid Hassan -Exalate-
body: Hi [@Jeremy Chen](/t5/user/viewprofilepage/user-id/5393996)

Welcome to the community. This is Majid @ Exalate.

If I understand your question correctly, you believe that your Jira/JSM and Azure DevOps data is already resident in Canada, but you are wondering if syncing that data across using an integration app would maintain data residency in Canada. If this is the case, [Exalate](https://marketplace.atlassian.com/search?query=issue%20sync) does offer a solution around this requirement. Have a read through this [article](https://docs.exalate.com/docs/install-exalate-for-jira-cloud-on-docker) that expands on how you can deploy Exalate as an on-prem solution anywhere in the world.

Please let me know if you were wanting to know something else.

Thanks

Majid


author: Joseph Chung Yin
body: [@Jeremy Chen](/t5/user/viewprofilepage/user-id/5393996) -

Welcome to the community, as stated in your reference URL that only Atlassian product data are included. When your DevOps apps (non-Atlassian apps) are integrated with Atlassian products (i.e. JSM, Jira etc..), then those data should be able to be included as a part of the issue meta-data.

I would recommend you to contact Atlassian Support for further assistance (<https://support.atlassian.com>) on your question.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.


Tags: cloud

jira-service-management

jira-service-management-cloud