youngmon/atlassian-qna huggingface dataset:
Pick 'In Active' Active Directory Users in reporter field.
Asked by rahil vasaya:

As per organization process, those who do not access their accounts more than specific days are automatically disabled in Active Directory. Then, these people make a call to our local service desk and after verification their account is enabled again.   

In that case, service desk staff create a service request against the caller and put their ID in reporter field to create a request for them. But since the account is disabled in Active Directory, it is not visible in reporter field, and in user management that account is marked as inactive.

We have synced the active directory in read only mode. So, service desk is not allowed to active the user in Jira. They will only enable the account using Active Directory after necessary verification, as they are not allowed (and do not have rights) to enable the account who has left the organization.   

We have reduced the incremental AD sync time to minimum that automatically convert the inactive status to active and displays in reporter field, but Service Desk staff can't wait for the sync to run, as they have to create a ticket over the call to add full details of the user in the ticket.


Answers:
author: Adolfo Casari
body: [@rahil vasaya](/t5/user/viewprofilepage/user-id/5546653)You can create a text customfield and add it to the request form and use that to record the name or ID of the (inactive) user.


Tags: jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Knowledge base and requests to order hardware
Asked by Ebenezer Appau:

Hello reader,

Is it possible to list up hardware for sale In Jira Service Management? Like a webshop.  
For example, our employees can request a new laptop on which a manager has to approve the request whereby an agent can proceed with the preparation of the laptop.  

Also, what will it cost to have a knowledge base within our JIRA environment?

Best regards,  
Ebenezer


Answers:
author: Fabian Lim
body: Hi [@Ebenezer Appau](/t5/user/viewprofilepage/user-id/5557426)

We use the "Shoppie" plugin to have a webshop experience enhanced ([https://marketplace.atlassian.com/apps/1231591/shoppie-assets-integrated-shop-for-jsm?tab=overview\&hosting=cloud](https://marketplace.atlassian.com/apps/1231591/shoppie-assets-integrated-shop-for-jsm?tab=overview&hosting=cloud)). Now, in order to use this you need assets which comes in the "Premium Tier".

If you don't want to use the plugin, you can have multiple request types for different HW and then use a workflow where you ask the manager to approve via email/portal.

Yes, you can have a confluence instance for free. You will need to get a free confluence site and limit the users to 10. Here are some details: <https://confluence.atlassian.com/jirakb/free-knowledge-base-for-annual-licenses-in-jira-service-management-1167818836.html> (This is a real gem if you want to save money on costs, not a lot of people know about this)

Regards,

Fabian

comments: author: Ebenezer Appau
body: Hello Fabian,

Thank you for your fast response!


author: Ebenezer Appau
body: Also I'd like to know. Is there an option for linking articles from the knowledge base in incidents/tickets?  

And is there an option for setting the visibility of articles from the knowledge base? In terms of which articles are restricted to agents only and ones made available / possible for both agents and users?  

Also from the points 3 and 4, does that imply / mean that anyone with access to the knowledgebase is charged / billed? And it's not all tied to a single bill, but multiple bills?  

Regards,  
Ebenezer


author: Fabian Lim
body: 1) Yes, you can link

2) Yes, you configure labels/tags and user permissions to display them in the portal or not

3) It's a single bill to the organization. If they are accessing the knowledge base from the JSM portal, it's free. However, if they need to access directly in confluence they will be charged.


author: Ebenezer Appau
body: Thank you once again, Fabian.


Tags: cloud

jira-service-management

jira-service-management-cloud
Automation: Set approval when creating issue
Asked by Tim H_:

I have an issue type "Create user account", which has to be approved. In the same way, I have an issue type "Order hardware". In both cases, the approval works flawlessly.

Now, I have another issue type "New user", which also has to be approved. After that approval, I want to use automation to automatically create linked issues "Create user account" and "Order hardware". That also works perfectly. I can copy all the values I need to the new issues via automation.

However, I don't want to ask for approval for the linked tickets as well. The main ticket ("New user") already has been approved.

I can copy the approver to the new issues, but of course, the transition doesn't fire in the linked issues.

Possible solutions that I think about (but did not get to work):

- I add a custom field "approved" to the new tickets and auto-fill it with "yes". I can now trigger a rule "If new issue is created AND approved = yes". However, I don't know how to generically mark the ticket as approved. The linked issues have different workflows with different statuses.

- I could create distinct issue types: "Create user account (with approval)" and "Create user account (without approval)". That would make things easy. But I would have to have two distinct issue types for each kind of linked issue hierarchy. I'd like to avoid that if possible.

Any help is greatly appreciated!

Best regards,

Tim


Answers:
author: Jovin
body: Hey [@Tim H_](/t5/user/viewprofilepage/user-id/519831)

Here's how I would approach it.

1. Modify your workflow to include a separate transition from the "Waiting for approval" step into the "Open" step (called say "Preapproved")
2. Modify the conditions of this transition so that it:
   1. Is not blocked by pending approval
   2. "User is in project role" and make sure you choose "atlassian-addons-project-access"
3. Publish your workflow

Now, in your automation that creates the child requests, make sure they are not in branches when it creates them and add a new "Branch" to the end:

* Branch should be "Branch rule / related issues" and set it to "All created issues" (this will run for both of the created issues)
* In that branch add an action "Transition issue" and choose the desired status (e.g. Open), then click the blue link for "+ add regex to distinguish between multiple transitions to the same status"
* Type in the name of the transition (e.g. Preapproved)
* Then, for audit purposes you could put an internal comment saying "Pre-approved through parent request" or something

comments: author: Tim H_
body: Thank you! That works.


author: John Funk
body: Hey Tim,

Yes, I would go the custom field route you mentioned in the first option.

comments: author: Tim H_
body: Thank you, but I went Jovin's route.


Tags: approver

automation

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

server
Customer doesnt see previous requests after getting new device
Asked by Katarina Proleta:

Hello!  

we just came into an issue with a customer. He reported that he got a new device and when he tried to log in to the portal he was not asked for his password as in the past (i dont know if that is relevant). However he cannot see his requests in the portal anymore. He has no filters applied and in the Agentview i still see him in tickets as Reporter (in open as well as closed Tickets). It just says that no requests have been found in his portal.  

KR  
Kat


Answers:
author: Katarina Proleta
body: Thank you for the quick responses!  

The issue at the end was that the mail-address was also in the agent settings (for whatever reasons) without a license. As soon as we deleted it there it worked normally again.


author: Ingo Volkhausen
body: Hi Kat,  

after the user "logged" in (opened portal), ensure by clicking on the avatar of that user (right upper corner) the correct user has been authenticated.

If not, clear the browser cache or use Private/ Incognito mode as suggested by John. You can also just Log out any cached user.


author: John Funk
body: Hi Kat,

Yes, the user must properly log in or they will not be able to see their issues. Maybe try a different browser or use Incognito mode.


Tags: cloud

jira-service-management

jira-service-management-cloud
Email replies to request after KEY change
Asked by Magdalena Lemur:

Hello Community,

I am struggling to find information about how does email replies to Jira Service Management requests behave after a key change?

This is also something which is tricky to test on TEST environment where we have outgoing mails disabled for obvious reasons.

*My question is:*

If the key is changed eg. from ABC-123 to XXX-123 for Service Management project, will email replies with original key ABC-123 come to new XXX-123 as it is supposed to? Is this key reference which is still present in Jira applicable also for email communication and mail handler processing?

Many thanks,

Magda


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

If you do a search on the original key, Jira should direct you to the new issue. That being the case, I would think that what you are asking should work. But, give it a try and see.


author: Rebekka Heilmann _viadee_
body: Hi [@Magdalena Lemur](/t5/user/viewprofilepage/user-id/5557366) and welcome to the Community!

Uuh. Interesting question, that I don't have an answer for straight away.

I know that changing the project key will create an entry in a mapping table in in the database (or at least that was the case for Server/DC) so old key references will always be able to be mapped to the new key. Not sure if that applies to the Email side of things.

If you're not getting a solid answer in the next couple of days make sure to ping me with an @-mention and I see if I can create a test scenario!


Tags: data-center

email

jira-service-management

jira-service-management-data-center

key
Required field in screen mask "Resolve Issue Screen" ?
Asked by Daniel Pfeffer:

Hello Jira Community

Is it possible to mark the selected fields as mandatory fields in the "Resolve Issue Screen"? If so, how? I look forward to your feedback.

Kind regards

CRB, Daniel Pfeffer


Answers:
author: Hans Polder
body: Hi [@Daniel Pfeffer](/t5/user/viewprofilepage/user-id/4812153) ,

I assume you are using this screen as part of a Workflow Transition?

In that case, you can add these fields as validators to that transition![Screenshot 2024-07-31 122849.png](https://community.atlassian.com/t5/image/serverpage/image-id/339099i48F520C5A54DCD53/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 122849.png")

comments: author: Daniel Pfeffer
body: Hi [@Hans Polder](/t5/user/viewprofilepage/user-id/5506451)

Many thanks for the quick reply and the good tip. The problem has been solved!

Best regards.


author: Hans Polder
body: Awesome, happy to help! ??


Tags: cloud

jira-service-management

jira-service-management-cloud
"How can I migrate configurations and workflows from one Jira Service Management account to another?
Asked by Rajat Samseriya:

Hi Community,

I have a support process and a workflow set up in my Jira Service Management account, but I need to migrate all the configurations and setup to a different account. How can I perform this data migration, or is there functionality that allows us to directly transfer one Jira Service Management setup to another account? If this is available, please let me know or share the relevant documentation.


Answers:
author: John Funk
body: Hi Rajat,

Yes, you can do that with the Revyz Configuration Manager for Jira app.

comments: author: Rajat Samseriya
body: Hi [@John Funk](/t5/user/viewprofilepage/user-id/7148) could you please let me know is there any documentations available for this or procedure ?


author: John Funk
body: Yes - it would be with the app once it is loaded.

But basically, you install the app in both instances. Then take a backup of both instances. Next you would create a connection between the two instances (it will generate a token in one that you copy and then paste into the other). Then you can clone the configurations from one instance to the other - as a whole, or by project.


Tags: cloud

jira-service-management

jira-service-management-cloud
How to allow specific user to select any object in an asset type field
Asked by Danilo Simic:

Hello,

I have an asset type field called "Service" with the following configuration:

![1.PNG](/t5/image/serverpage/image-id/339069i86EE58133D9A9A20/image-size/large?v=v2&px=999 "1.PNG")

I was wondering if it is possible to modify the configuration to allow a specific user to select any Business Services objects. I would like users to be able to pick any object when Automation for Jira is the reporter

Or if the ticket has a specific label then allow users to select any object. I have a label called "certificate-renewal" which is unique for this specific case so it could be used.


Answers:
author: Adolfo Casari
body: [@Danilo Simic](/t5/user/viewprofilepage/user-id/5456489)you probably have an object type User that references Business Services.

If that the case maybe having user "Automation for Jira" reference all of your bussinnes services will do what you need.

comments: author: Danilo Simic
body: Hello [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257)

I do but I would like to avoid this if possible.

I have "Contacts" object type which stores Users and Business Services, this is how I limit who can select which Business Service. If at the end there is no other solution I will have to do it this way, create a new Contacts object and add "Automation for Jira" as the user and give it all existing Business Services.


Tags: aql

cloud

jira-service-management

jira-service-management-cloud
Mail response loop with customer service desk
Asked by Leon Schmidt:

Hello,

is there any good way on how to handle a mail loop between our Jira Service Management and a customer service desk application?

![Screenshot 2024-07-31 100338.png](/t5/image/serverpage/image-id/339042i4E13367303D10C2A/image-size/large?v=v2&px=999 "Screenshot 2024-07-31 100338.png")

It seems like we respond with an automated "issue created" mail, which then creates a new issue in the customer service desk, which again sends an "issue created" mail to us again.

Cheers,  
Leon


Answers:
author: Adolfo Casari
body: [@Leon Schmidt](/t5/user/viewprofilepage/user-id/4714981) Maybe the **Advanced mail loop detection** can help you in this case (System -\> Incomming mail --\>Advanced Configuration) Given your screenshot, I would set the threshold to 15, so after 15 tickets created it should block that email.

comments: author: Leon Schmidt
body: We have defined a rule in Outlook Online that automatically marks emails from the specific sender as read. This should temporarily prevent further processing in Jira.

Together with your solution, I think we should be safe for now.

Thank you for your time.


author: Samuel Gatica
body: Hi [@Leon Schmidt](/t5/user/viewprofilepage/user-id/4714981)

Disable the "Request created" notification and implement an automation that sends an email instead. Additionally, include a condition to exclude that specific email address from receiving the notification.

Hope this helps

Best regards

Sam


Tags: cloud

customer

jira-service-management

jira-service-management-cloud

loop

mail
Do we have functionality to add files while creating an issue from slack
Asked by Bhole Shankar:

I have integrated jira cloud to Slack. I am creating issue from slack and want to upload a file while creating issue. but I am not getting any such option. Please update how we can do this?


Answers:
author: Alain Kovacs
body: Hi,

It seems like it is not natively possible but there is a feature request for it. <https://jira.atlassian.com/browse/API-368> You can vote for it and start watching the issue.


Tags: cloud

jira-service-management

jira-service-management-cloud
How get tasks to make transition on the date from custom field?
Asked by a.moldavantsev:

Hello

Maybe someone could help me with my task.

I have custom field with date, and want tasks to make transition to particular status exactly on the date from this field. How I can do it?

Thanks!


Answers:
author: Stefan Salzl
body: Hi [@a.moldavantsev](/t5/user/viewprofilepage/user-id/4168227)

This can be achieved with a scheduled trigger:

Trigger: scheduled (every day, perform a query of issues that match date in your custom field)

Action: transition issue (to expected status)

Best  
Stefan
Automation and Smart Values - Fails to write a number field with integer value
Asked by Amir Katz (Outseer):

I have a datetime picker field called '**Event Started At** ' with ID **11726**.

I want to define a smart value that will calculate the time between now and value of the above field.

In the automation, I added a **Create Variable** action:

Variable name: **DTDuration**

Smart value: {{now.diff(issue.customfield_11726).hours.abs}}

This works.

Later I have an **Edit Issue** action that inserts this variable value into a **short text custom field**, as a check:

```
DTD is '{{DTDuration}}'
```

The result is, as expected:

```
DTD is '123'
```

However, if I use this same variable to set a **number custom field**, the field value remains empty.

I tried to use {{DTDuration.format}}, but the field is still empty.

Any help is appreciated.


Answers:
author: Amir Katz (Outseer)
body: Thanks for the answers, but adding **.asNumber** does not fix the problem.

I have another project where a very similar automation works, so I have checked the differences.

This 2nd project also has the date/time CF **Event Started At** , ID=11726, which is set ++manually++ by the user, before the automation rule is triggered.

The automation rule is as follows (all are actions):

1. Edit another CF (type date/time picker) and set its value to **{{now}}**. This CF ID is 11544. Basically it's a placeholder to keep the value of now.

2. Re-fetch issue data

3. Create smart variable **DTDUration** using this formula - absolute time, in hours, time between the CF that holds the 'now' value and the CF of **Event Started At**:

```
{{issue.customfield_11544.diff(issue.customfield_11726).hours.abs}}
```

So it seems to me that even though the documentations shows that you can use now.diff(), it does not work. Put in other words, field_1.diff(field_2) works, but now.diff(field_2) does not.

Doc is [here](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/).

The next step for me would be to open a tech support ticket to Atlassian since if my theory is correct, it's either a bug in their code, or in the documentation.


author: Lynne Ratcliffe
body: Not sure about this as I have not tested, but could it be that the value is stored as text?? Have you tried using [asnumber](https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/#asNumber)?


author: Stefan Salzl
body: Hi [@Amir Katz (Outseer)](/t5/user/viewprofilepage/user-id/1192123) ,

try to convert the smart value/variable to a number with .asNumber

see the description in the link below:  
<https://support.atlassian.com/cloud-automation/docs/jira-smart-values-text-fields/>

Best  
Stefan


Tags: smart-value
Automation for Jira send email notifications, but errors are not shown on the audit log?
Asked by Sebastian Richards Romero:

My major concern is that its not just one email but 100 or 200 in one minute for, apparently, no reason.

Do you have any clue of what is happening or why?

*** ** * ** ***

![Regla1.png](https://community.atlassian.com/t5/image/serverpage/image-id/212609i9D854E3A25BFCB1C/image-size/large?v=v2&px=999 "Regla1.png")

*** ** * ** ***

*** ** * ** ***

![Regla2.png](https://community.atlassian.com/t5/image/serverpage/image-id/212608iB2E339A754D957D3/image-size/large?v=v2&px=999 "Regla2.png")

*** ** * ** ***

*** ** * ** ***

![Regla3.png](https://community.atlassian.com/t5/image/serverpage/image-id/212610i9903A208EB2FB79A/image-size/large?v=v2&px=999 "Regla3.png")


Answers:
author: bmccoy
body: Hi,

This one is quite strange. It might be worth raising this through the support portal at <https://getsupport.atlassian.com/> so the team can take a closer look.

Cheers,  
Brydie

comments: author: Sebastian Richards Romero
body: Thanks, ill try this.
Is there a way to use Automation to monitor if there are changes made to Jira Service Accounts?
Asked by Chelsea:

As a Jira admin, I want scripts that monitor Jira Service Account permission modification. This is to ensure changes aren't made to permissions after initial setup has been completed. This would be for users that are created in the local Jira directory.

* Monitor
  * local user creation
  * local user group membership updates
* Alerts
  * Email should be sent when changes are detected


Answers:
author: Nic Brough -Adaptavist-
body: Automation does not yet have any administrative triggers.

You'll need to get hold of one of the scripting apps which can be used to create listeners that could pick up on user change events.

comments: author: Steph Hong
body: Hi Nic,

Is there a specific one that you would recommend? Thanks for the reply and help.
We are planning to upgrade Jira and also the Automation for Jira Plugin. How to do it correctly?
Asked by Sebastian Richards Romero:

We are currently using the 8.5.1v for Jira Server, and planning on upgrading to 8.20.11.

On the other hand, for what i've checked on the version history and the article "Upgrading to Automation for Jira 7.3 or later", we must upgrade from 7.1.16 to something between 7.3.5 and 7.42.

The article says that if you press the upgrade button it will take you to the latest Automation for Jira version, but our new jira instance is not compatible to 8.0.3.

What do you recommend to do it if this step is noti viable?

I'll be waiting for your answer and feedback.

Thank you!


Answers:
author: Mayur Jadhav
body: Hello [@Sebastian Richards Romero](/t5/user/viewprofilepage/user-id/5014919) ,

Welcome to the Atlassian Community!!

I would suggest you upgrade the Jira from 8.5.1 to 8.20.11 version before that please follow this document and complete all the pre-check before upgrading.

* [Preparing for the upgrade](https://confluence.atlassian.com/jiracore/preparing-for-the-upgrade-976161405.html)
* [Upgrading Jira Server](https://confluence.atlassian.com/jiracore/upgrading-jira-server-976161476.html)

Once Jira Upgrade is done, Please update the Plugins.

Note: It is always recommended to perform upgrade on first non-production environment.

Regards,  
Mayur

comments: author: Sebastian Richards Romero
body: Thank you for your answer and welcome [@Mayur Jadhav](/t5/user/viewprofilepage/user-id/4290135) ,

Currently im just in charge of analyzing the procedurement and potential impact of upgrading the plugin Automation for Jira and its compatibility, not the upgrade of our Jira instance per se.

I wanted to confirm that the information i've gathered its correct and to validate with a third party if there were something i could be missing.

Thank you very much for your support, and again, i would very glad to read if there is more information i could use.

Regards.


Tags: server