Mark Higgins Community Champion

Hi Kerry, Just a thought, are all the column names in your file, matching the names in your assets. If you have a colum called office phone and the asset is AD Phone, then that may cause duplicates. M

Hi Jeferson, Just so I understand you would like issues to returns that have breached two SLA's. In your select statement there is: Project = "QTHD" and Field in (list) and created < -7d and assignee jn (x,y,z) and an SLA that has '8h-17h' has breached and an SLA that has '9h - 18h' has breached() So, when you have one or…

Hi Vasileiois, Are you refering to a Request , when a customer is entering data in field 1 and then field 2 is required? You could use a form, that has sections, so that field 1 has values, and field 2 is displayed in the section, based on the values in field 1. Field 2 can then be made required, but it only is , if it…

Hi Thomas, Yes, the only way to remove them, is to hide the request type from the portal. You could move them to another 'group', so that people don't see them , in that space. Hope that helps Mark

Hi Disha, Are you on cloud? Automation has a branch option, that can be used to update sub-tasks. https://support.atlassian.com/cloud-automation/docs/jira-automation-branches/ Hope this helps. Regards Mark

Hi Kerry, Do you have a column in the input file that contains the 'key', and the name in the input file, need to match what your assets are, otherwise, you end up with duplicates. For example: If you asset has a key of ITSM-1, then your csv file, needs to contain the column ITSM-1. If it doesn't you end up with…

Hi Steve, If you would like this field to be filtered, and not show all the laptops, then you need to add some more AQL into the Filter issue scope (AQL). Something like department = ${Technical Department} Suggest you Hard coded it first, to see if that works Let me know if that helps Cheers Mark

Thanks @Ste Wright much appreciated. I did think, that I was over thinking it :-) 

Thanks Shawn, My further research has resulted in the use on Application tunnel to connect Jira On-Prem and JSM Cloud, and that Git-lab does not talk to JSM, but it does to Jira. Much appreciated.

Congratulations , well done.

Hi, JQL has functions that are useful for date range search, such as startofday(), endofmonth(), and these functions can take parameters, such as startofmonth(-3), which gives you everything regarding 3 months ago. I'm not sure what you mean by 'state', as I'm in Australia, and state is the area of the country? Happy to…

Hi Zach, On the Portal, there is an Edit page Layout, where you can mark a portal with a star, that then makes the portals 'Featured' and they display above the 'Show all'. You can also Sort the projects, in that space by popularity or A-Z. Hope that helps. Cheers Mark

Hi Tom, Yes, you just need to tailor the automation rule, so that it does not fire, until all the fields that you want to be set up, are set up. Let me know how you go. Cheers Mark

Hi Tom, When you say 'route them to the appropriate project', do you mean you want to create a ticket in project A, or project B, etc, depending on something on the 'form'? Suggest you will need an automation rule, that will clone the ticket to the project that you want. So, if field A = laptop then clone ticket into the…

Hi Tom, You'd like people to fill out a form, and then you'd like the idea to be vetted (approved / rejected). The 'form' can be built by going to Project Settings, select Forms and then build your self a form. There are templates you could use, or build your form, by adding fields. The second part, suggests you'd like an…

Hi Robin, A collegue of mine, just sent me this, which got me thinking about your challenge, and if Jira doesn't believe the user exists? https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organisation-based-on-reporter-email-domain-1142450886.html Mark

Hi Robin, I'm going to dig a little deeper. To allow someone to be added to the reporter field, the person doing this needs Modify Reporter permission and Edit permission, and the person you are assigning to the reporter field. needs to have access to your project. You seem to have ticked all these boxes. Does the rule…

Hi Robin, Site owners are now the people who add users and billing? They may not have permissions in your project? If you look at the roles inside your project, and then at the permissions to Edit and Modify Reporter, are those people in a group, or role, that have been allocated those permissions? Eg: Modify Reporter…

Hi Robin, Is it possible that the person triggering the rule, does not have Edit Permissions, and Modify Reporter permission? If the auto bot is triggering then, ignore this. Mark

Hi Arthur, Different 'Types' of projects do create different work-flows. For a standard Service Management Project, the Issue Types, are [System] Change, [System] Incident] etc The workflows then would be the standard: Change Management workflow for Jira Service management Incident Management workflow for Jira Service…

Hi Partick, Not sure if this is exactly what you are after, but it may be possible to create a custome field for your url, and then write an automation rule, on 'create', and then use the smart value {{issue.url}} {{issue.url}} The URL to access the issue. Also provides the customer portal URL for Jira Service Management…

Hi Greg, The fact that some times it is populated and other times it is not, does sound like a permission issue. IS the rule set to run, as the auto bot, or the user that triggers the rule? Mark

Thanks fro the reply David. It does appear to be specific, and that the query that you have created, may be the only, current solution. Agree, difficult to maintain. Mark

Hi Demerie, Not sure what you mean by 'team lead'. is that a role you have in your project. On the project settings, down the bottom, is the Default Assignee field, that can be assigned to the Project Lead, or unassigned. The project Lead, can be anyone, who has access to your project, which you can see from the People…

Hi Joaquin, There is a Global Permission called ' Shared Dashboards and Filters'. I'd ask your Jira Admin, what 'groups' have that permission, and if the 2 people are in that group. Hope that helps, but plet me know if its not the case, and I can dig a lottle deeper. REgards Mark

Hi Daneli, Automation can do a great deal of 'things', but I'm not sure it can read confluence and find pages, based on 'key words'. What you are describing, is what happens at the portal, before the ticket is created, as opposed to sending them an article, after the ticket is created. THis approach, stops the ticket from…

Hi Basab, Jira Service Management (Cloud), now comes with OPSGenie, which is the Atlassian alerting software. OPSGenie and JSM are connected. In OpsGenie, you set up your staff, on-call rosters, their phone details, and the 'team' they are in. OPSGenie, is looking fro Critical Incidents (or whatever you set up), and then…

Hi Dermerle, JSM is not set up to allow people who create requests, to select who gets to work on the request. What you can do, is have the project administrator, change the project parameter for default assignee. THey can assign the project lead, or a particular person. THey can also set up components, and components can…

Hi David, Are the past sprints closed, so sprint in opensprints() and sprint in closedsprints()? Mark

Hi Ryan, Have you looked into using Components, that would allow you to control what was in your list, and then allow people, to select the Component when required, without creating a larger list? Another thought, as you using Assets, which would allow you to track the actual asset. Hope this helps, and feel free to tell…