Riley Venable Community Champion

You can use the substringBefore() function to get the name of the sprint before and after it was changed. For example, if your smart value is {{fieldChange.fromString}}, then change it to {{fieldChange.fromString.substringBefore("{adf")}}. This will ensure that the name of the sprint before it was changed is hidden. You…

To migrate your project to another project, you'll need to use the Bulk Operation wizard. First, select the requests you want to migrate and hit Next. Then, select Move Issues and hit Next. On the Select Projects and Issue Types screen, you'll need to select where the issues from your old project will go. Select a…

You can use the Filter Issue Scope (AQL) field to reference system fields from within the issue like “Assignee” and “Project”. For example, if you wanted to only show a list of merchants with the corresponding merchant_id, you could configure the Filter Issue Scope (AQL) field by typing objectType = “Merchants” AND…

You can use the time stamp fields to capture the time it takes to move from one status to another. The time stamp fields have two input areas: one to specify the date, and one to specify the time. Once you've started to work on a specific issue, log time to keep a record of it. This will let you compare your original…

You can use labels on each issue to track the location of large items tracked as assets. You can also use components to track by the department to see where the main volume of requests is coming from. Additionally, you can create an issue for each purchase request or for each item/service being purchased (if they are…

You can use the Deployments column in the Release Hub in Jira Software to view the deployment status of each issue in your version. It show an icon to indicate whether an issue has been deployed successfully and a label to tell you what environment it’s been deployed to. Click on a deployment status to view a detailed…

You can configure the Resolution field as a post function in your Jira Software workflow.

You can use the "Add Labels from Trigger Issue" action to copy the labels from the trigger issue and then use the "Set Field Value" action to add a new label to the newly created ticket.

You could use the AQL query objectType = “Solution Group” AND Assignment Group = “Support - JiraTeam” to show only these objects.

You can use the Filter Scope (AQL) field to filter Assets objects based upon information from Assets. For example, suppose you wanted to create an Assets objects field that only displayed certain models of laptops based on a specific manufacturer. You could enter the AQL query objectType = “Laptop” AND Manufacturer =…

You can use the Object Mapping (Assets Query Language (AQL)) column to enter AQL that maps the label of the reference to a placeholder for the data locator. If you are mapping only one reference from the data, enter Label = ${Locator} where Locator is replaced by the name of the Locator. If you are mapping multiple…

You can escalate a Jira Service Management issue to other Jira products by creating a linked issue. Jira Software and Jira Work Management teams get the most use of this technique when they can view and comment on issues in your service project. Both administrators and agents can create a linked issue. Additionally, you…

You can use the field labels and/or IDs to search on these system field types. For example, if you wanted to only show a list of laptops owned by the current Assignee, you could configure the Filter Issue Scope (AQL) field by typing objectType = “Laptop” AND "Owner" LIKE ${assignee.label}. In this case, each laptop would…

To allow customers to send requests to your service project via the portal without logging in, you need to be a site admin and enable customer access. From the top right of your screen, select Settings () > Products. Under Jira Service Management, select Customer access. Select Allow customers to create accounts and…

You can use dependent dropdown fields to achieve this. Dependent dropdown fields let people pick their options from two dropdown lists - parent list and child list (sub-list). When a user selects an option from the parent dropdown list, the child dropdown list is populated with options based on the parent option.

Jira Service Management agents can share requests with other Jira team members when added as request participants in the requests. People who have the request shared with them can view requests in the portal, add public comments in the portal, add attachments in the portal, and transition the request through its workflow…

You can restrict access to your knowledge base articles from your service project. To change who can view articles in space from your service project, go to Service project settings () > Knowledge base. Select the Who can view dropdown next to the linked space of your choice. Choose the Only Confluence users option if you…

Yes, it is possible. If you are an admin, you can add a form to a request type's request form which will appear for customers when they raise a request from the portal. Once a form is submitted, it can be reopened for customers to return and update after a request is raised. Learn how to add a form to a request type…

Yes, you can use the calendar view in your Jira Work Management project to visualize and plan work. The calendar view allows your team to see when tasks are due and get a quick glance at what the next few weeks or months look like.

You can use the smart value {{now.plusMonths(1).startOfMonth}} to reference the first day of the next month.

You can specify a Data source field and Destination attribute to map with the Data Locator in the Import tab of the Object schema. You can also modify the default settings for this attribute mapping, including entering an IQL statement, a concatenator, a regular expression, and a Base 64 value.

You need to use the Object Mapping (Assets Query Language (AQL)) column to enter AQL that maps the label of the reference to a placeholder for the data locator. If you are mapping multiple references from the data, enter Label IN (${Locator${0}}) where Locator is replaced by the name of the Locator.

You can use the AQL functions, references, and AQL to populate the "linked asset" field with the asset. For example, you could add multiple object references to a custom field attached to an object, and then search those references for a specific key: object HAVING inboundReferences(Key IN (${MyCustomField${0}})) Or a…

You should check the settings for the email channel. You must be a Jira administrator to change your settings for the email channel. To change email channel settings: Go to Settings () > Products. Under Jira Service Project, select Email requests. Change the following settings as needed: Strip quotes — choose whether…

Common failure reasons include: Signup is not currently available, Sent from Jira, and Auto-reply mail.

You must be a Jira administrator to view licenses of team members. To view what license or group a user belongs to, go to Settings () > User management. Select a user on the Users page. Under Groups, check what licenses the user has. To find the number of users that are under the service-project-users group, go to Settings…

To make sure that your SLA measurements start, pause and stop at the right times, you can specify conditions for every SLA. To create and edit SLA conditions: From your service project, go to Project settings > SLAs. All existing SLAs are displayed here. Select More actions (…) and Edit from the dropdown. Scroll down to…

Jira Service Management filters out emails if the auto-submitted headers contain the keywords auto-generated, auto-replied, or auto-notified.

Removing request types from JSM will cause any automation rules configured for the removed request type to no longer work. Additionally, any closed/resolved tickets created using the removed request type will have the request type field become empty.

You can search for objects with Assets Query Language (AQL) by selecting an object schema, selecting Filter search and selecting Advanced. In the text box, enter an AQL statement and select Update to filter the results.