Brandon Viertel Specialist

Morning Toni, Each status gets placed in one of three status categories: To Do (grey lozenge), In Progress (blue lozenge), and Done (green lozenge). If you are the app admin, you can adjust the category for each status. However, each status has a place in the workflows where it is used, so you would need to ensure that new…

Morning @Donna Bates - I would verify the correct calendar, with working hours, is set for this SLA. For those requests, what is it saying the total time elapsed was? Thanks! Brandon

Morning @Tanner Jenkins First, welcome to the community! A step is each component in the automation that runs. So although you may have 10 steps in an automation, if a conditional stops the automation from running halfway through, half of those steps won't count against usage for your flow. @Trudy P Claspill provided the…

Morning @jennifer_doll - This can be set via Security Levels. You will need to add or adjust the Security Level to not include the Reporter and Service Desk Customer, so that it's just limited to agents via the agent view. Thanks! Brandon

Morning @Mark Dodd , Welcome to the community! When setting the reporter field (or any other user object field), I believe it only accepts Atlassian account IDs. When invalid data is used, it defaults to Anonymous. Thanks! Brandon 

Morning @Ryan , Like @Italo Lobato said, you could use a Rovo agent for this. You could create a Rovo agent built for evaluating the response for if more work is required or they're just thanking you/liking your message. In the automation, you would then invoke the corresponding Rovo agent with some prompt like "Evaluate…

Morning @Kevin Maskell-Moody , We had the same questions as you did, and ultimately there was no reason to convert any of our projects to CSM from JSM. The main draw for a CSM style project, is that it has a "website" look and limited, simplified "forms" via one area on that "website". In my opinion, this is best suited…

Morning @Violetta Klintsova , There is no native "confirm transition" block for transitions, but you could map a screen to that transition so that it doesn't automatically just transition the work item: https://support.atlassian.com/jira-cloud-administration/docs/map-a-screen-to-a-workflow-transition The screen would then…

Morning @Elise Waterhouse, For @Marc -Devoteam-'s response - customer actions do definitely trigger the notifications listed on the internal notification scheme. When the customer performs the action (aka create an issue, or commenting on the issue via the portal) it will fire off an internal notification to the listed…

Morning @Faisal Mehboob, It all depends on the intent and structure of your organization. Some areas separate by area, some by individual initiatives, some even by entire sites for larger entities. A good evaluation that dictates whether an existing project should be used or a new project should be created would be the…

Morning @Arnis Riškovs @Marc -Devoteam-'s answer is right on. The only thing I would add is there are no controls to prevent that, even at the org level. Cheers, Brandon 

Buenos días, @Alejandro Rodrigo michelin En primer lugar, ¡bienvenido a la comunidad! Tienes razón en gran medida: los esquemas de permisos solo permiten incluir 50 asignaciones por cada permiso (ya sean usuarios, grupos o roles). Nosotros tenemos un máximo de unas 7 asignaciones para un mismo permiso. No sé cuántas…

Morning @Marc -Devoteam- We spent some time on a process that required something similar to be configured. Smart values ftw! You are correct about the automation - with the free plan and potentially running and evaluating on every work item, you may hit the automation limit. The limit for the free tier (as of writing) is…

Morning @Kerry O_Shaughnessy , First, welcome to the community! Second, late notifications, especially this amount of delay is usually a backend issue. We haven't noticed or had any reports of this in our instance recently. Does it seem to occur more with specific Jira spaces or when a certain user performs an action? I…

Morning @Edson Luiz dos Santos Junior, This is possible via a smart value: {{issue.properties."request.channel.email.source".value}} The following page outlines the process: https://support.atlassian.com/jira/kb/identifying-which-jsm-mail-handler-created-a-request Thanks! Brandon

Morning @Koen Bruggeman Can you verify that the Request Type is set? What we had found out was that there were two work item creation actions in automation. The basic "Create Work Item" did not set the Request Type, and as the RT wasn't set, it broke a few things about the request, one being the work item view. There is…

Morning @Robert Matthews, First off, welcome to the community! Your question is quite vague - if you can provide any other bits of information we can guide you better. There are quite a lot of reasons why an error could appear. When you say Jira area, I'm assuming you're referring to the People & Access area, attempting to…

Morning @Annette Byers We are using the M365 for Jira app as well, and as most features and functionalities are great. The part that we have struggled with is authentication via Outlook, which has been quite spotty. One of the issues we spent some time on was that it would say that we were not logged in, but were actually…

Morning @Sweta Shah Who (via Groups) can trigger the automation, what work types and other conditions it can be triggered on are configured in the automation trigger: I would check the trigger in the related automation. If you can trigger other manual automations from other work items in the same Space, it should be limit…

Morning @Oliver Schultz, Queues are only available to licensed users assigned to roles with the Service Space Agent permission in the related Permission Scheme. There are a bunch of functionalities that are granted via that permission (SLAs, Reports, Queues etc.) However, this may grant more permissions than…

Here's another Atlassian doc explaining why smart links may not be available for certain URLs: https://support.atlassian.com/platform-experiences/docs/smart-links-from-jira-and-other-products/ An excerpt from that page: Why some URLs don’t convert into Smart Links There are several reasons why some URL types from listed…

Morning @Jo-Lee Bertrand, Confluence allows formatting changes when the pasted link is treated as a Smart Link, and the available formatting depends on the link’s domain, supported preview type, user permissions, and the user’s link preferences. Do smart links generate for any links pasted with that domain? Or is it just…

@Pradeep Tirthani , Would highly recommend the Google Analytics setup, seconding Aditya. It was quite simple and straight forward, but we do have analytics in place for other sites we manage. In Google Analytics, you setup the account, then the property, then grab the analytics ID and paste it in and you're up and running.…

Afternoon @Brenda So , Can you verify the user's role on the source work item? You had said they were not the Reporter, but are they the Request Participant or in any other field on the work item? Also, is the user licensed and have a project role? Here's some more docs on…

@Anand Kumar , Agent notifications (including those via email) are controlled by the Notification Scheme associated with the project. Within the Notification Scheme, you can set the 'Work Item Created' action to whatever project role is desired, granted you have the appropriate site/product permissions. You can definitely…

This could be a multitude of things - deleted schedule, incorrect permissions, weird UI concerns. We've had a lot of error since it moved from OpsGenie to Operations and most were UI issues believe it or not. When you attempt to create a new schedule, does it populate when you begin to type for the "then" policy? We had an…

I'm having the same issue - even with enabling all scopes for a scoped API key AND the following endpoint (different but similar): https://api.atlassian.com/users/{{accountId}}/manage/profile This fails and the only way to get a successful response is to create an un-scoped key via Atlassian Admin. Did you figure this out?…

Some scopes seem to be misleading or non-functional. When accessing an app's API (Jira, Confluence), the scopes for the APIs work great. When accessing the Atlassian Admin API (where I think this would be extremely beneficial for security), it needs to authenticate as Org Admin with an un-scoped API token. Even enabling…

Thanks @Bill Sheboy. We're going to try and experiment with it. There are some obscure automation components referencing some odd data points through dot notation that I'm going to take some time to understand. So far, we've attempting to change the trigger, as the default is work item created, but we need it to fire on…

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