Kris Dewachter Community Champion

Hi @Brady Buttrey , Do you also have an automation rule that sets the priority based on urgency/impact? If so, what is the trigger ? There might be a conflict with this automation rule. Also, you could also try changing the trigger of this automation rule to "Field value Changed" on the X-field. Best regards, Kris

Hi @sksyed , Welcome to the Community. Your JQL seems correct to me. What is the JQL returning ? No results ? Incorrect or incomplete results ? Best regards, Kris

HI @André Matzke , Welcome to the Community. You can not generate a KB article from a comment. Within the JSM ticket detail, you have the option to create a new article directly, but you have to copy/paste the information. Best regards, Kris

Hi @Ricky Innes , Welcome to the Community. You only need a license if you want to use Confluence as a Knowledge Base, connected to JSM. Only backoffice users (agents) that edit information in Confluence, need a Confluence license. JSM Customers, who only access the KB via the portal, don't need a Confluence license. Best…

Hi @Jens Hoffmann Nice to hear. Please feel free to click the green "Accept Answer" button if my answer was helpful. Thank you and best regards, Kris

Hi @Chandra Mouli , What are the specifications of this "JIRA Id" attribute in the asset object? Is it of type "User" ? If so, in your "Incident Creator" custom field, you can set a filter in the Filter issue scope (AQL). Something like "Jira Id" = currentReporter() Best regards, Kris

Hi @Jens Hoffmann , As far as I can see, there is no "startOfyear" smart function. Can you give this a try ? {{now.startOfMonth.withMonth(1).minusDays(1).format("dd.MM.yyyy")}} Best regards, Kris

The quickest way to do it to export the issues via JQL. Export the issues to an Excel or CSV file with all fields. You can select the information you need from within the Excel file

Hi @Bhargavi Vasa , Can you describe more in detail on what you are trying to achieve ? You can use JQL to find the issues you need, and configure the columns in the list view. Best regards, Kris

Hi @Viktoria Soldatova , Can you post what you have created ? Also, you can add the "Log Action" at various points in the automation rule to display values in the audit log so you can debug what is going wrong. Best regards, Kris

Hi @Viktoria Soldatova First, you can construct the last day of the current year by getting the current year, and adding "-12-31" after it. You can put this in a variable in the automation rule. Then, you can use this smart value to calculate the difference in days between now, and the end of the year.…

Have a look at this documentation - https://support.atlassian.com/jira-cloud-administration/docs/manage-global-permissions/

@Miriam_Fernandez , It seems it's indeed only available to admins. I found this quote in the documentation: To protect your data, only Jira and site admins are able to use this new functionality. We know you may have confidential information stored in Assets, and for now, have restricted access to Asset reporting only to…

Hi @Vishal Patel , Welcome to the Community. Can you check if the user that tries to mention somebody, has the "Browse users and groups" permission in the Global Permissions. Best regards, Kris

Hi @Barret Margin Jr , Welcome to the Community. I'm not sure I understand your question correctly. Do you want to create an AQL query that finds your object(s), where any of their attributes is TRUE ? If so, I don't think AQL supports that. You will have to include all attributes indivudually in the AQL. Best regards,…

Hi @Emmanuel.A , There is an invitation email in the "Customer Notifications" settings of your Jira Service Management project. Is this the email you refer to ? If so, you can customize the email here. If you are talking about another email (coming from Atlassian itself), I don't think you can customize that one. Best…

@Jackie hardy , You can always see the last assignee in the history of the ticket. And you could also create a custom field to store the history of assignee's. Best regards, Kris

Hi @Jackie hardy , Once an SLA timer is stopped, it's not possible to track a second one. If the conditions are met, the SLA timer will reset and start again from the beginning. SLA's are not meant to track performance of individual agents, but to track the service to the customer. The customer doesn't care if his/her…

@Warren Zingel , Firstly, you can check if the fields actually exist by going in Jira to "Settings" --> "issues" --> "Custom fields" Try searching for your fields in the "Active" and "Trash" tabs. If they don't exist or are in the trash, that is probably the cause of the issue. If they exist, check the "Screens and…

Hi @Warren Zingel , Did you check if the custom fields actually still exist and still assigned to the project and screens ?

Hi @Warren Zingel , If the fields are not listed under the suggested fields, they are probably already included in your request type form (as the error message suggests). Can you check if your "Request Form" of the "Request Type" contains those fields and are marked as "hidden" ? Best regards, kris

Hi @Marije Pierson , Yes, you could accomplish this with an automation rule. For example like this. Whenever a new issue is created, you query Jira for issues that have been created by the same reporter via the "Lookup Issues" action. You will need to add some kind of check on the timeframe to my example. Then, in the IF…

Hi @Gabriela Landó , EazyBI is a separate AddOn. Every Jira user (JSW or JSM) should be able to see EazyBI as an option in the Jira header bar (under "Apps"). Is this not the case ? Besides that, each individual user should be given access to the EazyBI "Accounts" they should be able to access. Best regards, Kris

Hi @Adriian Semotiuk _Wombats Corp_ , Thank you for the additional screenshots. I see the "Groups" field is a "Locked" field, used by JSM. I checked our local environment but I don't have it in our system. So maybe it's created by some AddOn. I also can not read the full description of the field in your screenshot. My…

Hi @Adriian Semotiuk _Wombats Corp_ , Can you share the configuration of the custom field ? Also, can you double-check your "Browse User" permission with the "Permission helper" ?

Hi @Adriian Semotiuk _Wombats Corp_ , Welcome to the Community. Can you check if your user has the "Browse users and groups" permission in the Global Permissions ? Best regards, Kris

Hi @Maggie Wieser , Welcome to the community. Standard, there are many options to change the layout of the portal forms. You can only change the banner and some columns. If you really want to change the layout, you will have to install an AddOn (Ex. Refined) Best regards, Kris

Hi @Golekane Moepeng , Welcome to the community. Are all incoming emails requests failing, or only some of them ? What "Request Type" is linked to your email channel ? And what fields are configured on this Request Type ? Best regards, Kris

Hii @Kamilia Binti Julaihi , You could group agent by assigning them to different usergroups, or you can create a "Team" for each department. Best regards, Kris

Hi @Yatish Madhav , No, I don't think it's possible to limit AI functionality to a specific list of users or usergroup. Best regards, Kris