Kris Dewachter Community Champion

Hi @[deleted] , Welcome to the Community. You mentioned the actual reporter is cc'd in the email request. Is this reporter then also added as a "Request Participant" to the ticket ? If so, you could probably retrieve it in the automation rule and set this user as the reporter. Offcourse presuming he/she has the correct…

Hi @Alesandro Senerchia , I think the only feasable way to do this is to create an automation rule that concatenates the information into the description field, after the ticket is created. The tricky part will probably be getting the information of the 2 fields out of the form. Are the fields in this form linked to a jira…

Thank you @Patrick Schüßler _yasoon_ 

Hi @ADIGADOU Jean-Christophe , The automation rule doesn't know which issue it need to edit. You need to add a branch on the "Most recently created Issue" in the automation rule, and put the "Edit" action in that branch. Best regards, Kris

Hi @Günter Halmans , It looks like Jira doesn't support the extra information in an Asset field if the field is inside a form. Do you have the possibility to use the field outside of the form (in the Request Type directly) ? If not, your other option might be to use different "Sections" in your form and show/hide them…

Hi @ADIGADOU Jean-Christophe , Welcome to the Community. To create the issue in your automation rule ... are you using the "Create issue with a request type" action ? Best regards, kris

Hi @Somnath Patil , The user picker only contains users with Atlassian ID's. Best regards, Kris

Hi @Rohith k , You can use wiki markup in the "Edit Issue" action to create the table. To mention the reporter in the table, you can use [~accountid:{{reporter}}] The end result will look like this. Hope this helps. Best regards, Kris

Hi @Günter Halmans , By default you will not be able to display read-only fields in the portal. This this field B only visible for informational purposes ? Since you already have Field A setup as an Asset, can you not just add the value of B as an attribute of the object in field A. Then, in the configuration of your Asset…

Thank you for your help @Skyler Ataide . We will give this a try in the next weeks.

Hi @Shaun McGuire , You could use this JQL to find issues that were resolved in a specific time period. resolved >= "2024-01-01" and resolved <= "2024-01-31" Best regards, Kris

Hi @Namrata Kumari , No, this will not hide the status from the customer.

Hi @Namrata Kumari , Do you mean you want to block the customer to close tickets via the JSM portal? You have to check the workflow and make sure the transition to status "Closed" is NOT available to customers. (Checkbox "Show transition in customer portal" should NOT be checked). Best regards, Kris

Hi @Skyler Ataide , Thank you. I still don't understand how the second email is matched with the first email / ticket. You speak of "Alias", but does is that exactly ? Best regards, Kris

Hi @chihara , Technically they would not need any permissions on the Jira project. They only would need permissions to see the Confluence page. In this case, since i'm publishing to a knowledge base spaces linked to a JSM project, they would need to have "Customer" permissions.

Hi @Mathis CHAUMETTE , Upon closer inspection, I see in your screenshot the form is marked as "Internal". Can you also check if the attached PDF is also marked as internal ? If so, it's correct that customer are not able to access it. Best regards, Kris

Have you tried adding the "Delete Issue" action at the end of the automation rule, outside of the branch ?

Hi @Gamal Lear , Good to hear you got it working. By clicking the green 'Accept Answer' button you can help other community members identifying helpful posts. Thank you Best regards, Kris

Hi @Mathis CHAUMETTE , Welcome to the Community. Can you check the following: * Does the customer have access to the portal? * Does the customer have access to the ticket in the portal? * What are the attachment access settings ? See…

Hi @Gamal Lear , Your JQL seems valid. Does your variable FDTicketID only contain the ticketnumber, or also something more? Have you tried displaying the value in the audit log of the automation rule ? Best regards, Kris

Hi @Gamal Lear , Please give the "substringBetween" option a try: {{issue.summary.substringBetween("e","d")}} Best regards, Kris

Hi @Gamal Lear , Sure. After the trigger, I use a "Create Variable" action to extract the ticketnumber from the "Summary" of the ticket. In this example, the ticketnumber appears after the #-sign. I also save the "Description" in a variable. Then I create a Branch and use a JQL command to retrieve the ticket. The JQL will…

Hi @Jack Nicholls , As you already mentioned, you will have to create 2 separate automation rules since you can only have 1 trigger. Best regards, Kris

Hi @Gamal Lear , It happens that i'm currently working on a similar issue. I've solved this with a simple automation rule that is triggered once a new ticket is created in Jira. The rule will try to retrieve the ticketnumber from the summary by using substring in a smartvalue. Ex. {{issue.summary.substringAfter("#")}} (in…

Hi @Skyler Ataide , Thank you for your feedback. I was able to successfully create an OpsGenie alert, and JSM ticket from an incoming email. I understand that it is possible to update the JSM ticket, whenever the alert in OpsGenie is changed (status, comment added, ...). However, I would like to know if the following…

Hi @Peter van Meir , I presume you are using the "Customer Service Management" feature of Jira Service Management. According to the documentation, this information seems only visible to agents. If you have Jira Service Management Premium, maybe you can this customer information in Asset Management ? Best regards, Kris

Hi @Jira Admin , I don't think you can do that by default. You probably have to look at an AddOn (ex. Label Manager) Best regards, Kris

Hi @Peter van Meir , Welcome to the community. Where do you have these "Customer Details" stored now ? Best regards, Kris

Hi @Bekkah Crisp , I have been testing with this a bit, but unfortunately I have also not been lucky getting an automation rule to loop over an "Lookup Objects" result, and perform a webrequest for each result. It seems to work fine when you use the "Send Email" action instead of webrequest. So i'm also curious to see if…

Hi @Bekkah Crisp , I have implemented this solution once. But I used the "When object created" trigger, not the scheduled trigger. If you use the scheduled trigger, I presume you loop over each found object, an perform a API call per user object. Best regards, Kris