Mikael Sandberg Community Champion

Make sure that the features for Alerts and On-call has been turned on for the project. If they are you can access the JSM Opsgenie by clicking on Alerts, that will take you to Opsgenie.

Hi @Faul Andreas, Welcome to Atlassian Community! You are on the right track, this can be done with automation and is fairly straight forward. You can get the URL by using a smart value, {{issue.url}}, and then set that to the custom field like this: In this example I used the description field, just change that to your…

You would need an app in order to do it since default JQL cannot do nested queries in order to get the result you are looking for. I have used JQL Tricks and Scriptrunner on Server in the past to do similar searches, but there are other apps in the Marketplace that enhances JQL.

When I was using both Enhanced search and JQL Tricks it was on Server/DC so I do not know how well they work with Automation. I would reach out to the vendors to see what they say.

Hi @Ari Xu Welcome to Atlassian Community! Out-of-the-box JQL cannot do nested queries that you need to do in order to get the result you are looking for. You would need an app that extends JQL in order to do that. There are a handful of apps in the Marketplace that can do this. I have used Enhanced search and JQL Tricks…

SLA in Jira is a JSM specific feature and cannot be added to JSW or JWM. For those you would need an app like Time to SLA or any of the the other apps available in the Marketplace.

Is problem its own issue type? There is a couple of things you could try, one is to simplify your automation since Needs more Info is the first status newly created issues get based on the workflow. So if everything works all you would need is the issue type equal story condition. Another would be to use the JQL condition…

You can control that by not using the default integration to Slack and instead use automation to post to a Slack channel.

The short answer is no, you cannot leave the Priority field blank, it has to have a value. What you could do is remove it from the layout/screen so it is not visible.

Hi @Phillip Jones, Welcome to Atlassian Community! When you set an asset field to a value you have to use AQL in order to get the object. Here is an example of an automation that sets the reporter's asset when they submit a request: In your case if the object is always the same for the specific request type then this AQL…

Hi @Grant Sherman, Welcome to Atlassian Community! You can do this with automation. Here is a simple example: Just make sure that the JQL used by the automation only select the issues that you want to send the message for. 

Your other option would be to remove cancelled issues from the board by updating the filter that the board is using to not include cancelled issues.

Have you mapped the Cancelled status to the furtherest right column on your board? That column tells the board if the issue is done or not. If you have not mapped Cancelled to that column the board consider the subtask to still be open and that is why your users cannot complete sprints.

The required field "Details of Requested Change" is not on the request type, you have to add that field or make it optional.

Hi @Adrian Bass, Welcome to Atlassian Community! Is the "Details of Requested Change" field on the request type form? If not then you would either have to add it or make the field optional. Any fields that you have marked as required either in the field configuration scheme or in the workflow has to be on the request type…

This the expected behavior at the moment in the new issue view. If you check this KB on configure issue linking it states that currently jira.view.issue.links.sort.order is not supported:

Hi @Jon Scheidt, Welcome to Atlassian Community! Yes that is possible to do with automation. If you go to Project settings > Automation you will find automation templates and one that is is similar to what you want to do would be Resolve issues due to inactivity that you could use as a starting point.

There is a suggestion to add the functionality to be able to hide summary on the form, JWMCLOUD-413, and the only thing I can suggest is that you go and vote for it. 

Hi @Nicole Boerboom, Welcome to Atlassian Community! Currently that is not possible, automation doesn't have a component that checks for new users. If you are creating your new users via the REST API you could have an automation that has an incoming webhook that you can trigger once the user is created and assign the issue…

The short answer is no, the fields on the form can not be pre-populated with data from the Jira field. The sync of the fields happens when the form is submitted, so you would then have to submit a blank form first on the request in order to populate it with data from the linked Jira fields.

Correct, JSM is a different product within Jira and you would be required to get licenses for it in order to use it. The licenses work differently for JSM in the way that you only need licenses for your agents (users that can work on the request) while customers do not require a license, but can only access the requests…

Hi @Maurice Summers, Welcome to Atlassian Community! There is no way around it that the summary field has to be on the form, summary is a system field and will always be required. What you could do is change the name on the form to something else like this: The posts that you have seen where summary is hidden only applies…

Use {{issue.url.customer}}, that will give you the portal link that the customer can access. The {{url}} that you are using only works for users that have agent access to the project.

In order to search on reporters that are inactive you have to know their Atlassian Id in order to do it. If you go to admin.atlassian.com and search for the user and go into their profile you can see the Id as part of the URL.

Hi @erinkim, Welcome to Atlassian Community! No, skills and stages are not available in Cloud, it is only available on Data Center. There is a suggestion to bring it back on Cloud that you can vote on, see JSWCLOUD-20749.

Okay, so that is a form in Jira Work Management, but you logged your question under Jira Service Management. In JWM you cannot allow external users to submit issues, it is only users that have access to your instance that can submit an issue without having access to Jira. Is the project you are using a team-managed project…

What do you mean that they are not supported? Are you creating a request form (under Project settings > Request types) or Form (under Project settings > Forms)? If you are doing the a request form you should be able to search on all your custom fields and then just drag-n-drop it into the request form and this will also…

You can find the official documentation on how to set up Okta SSO here, https://www.atlassian.com/software/access/okta under resources.

Hi @Isabella Fiermonte, Welcome to Atlassian Community! Yes, you can set up JSM so anyone can submit a request either via email or via the portal without having access to Jira. Customer in JSM do not require a license, it is only the agents that needs one. You can learn more about how to manage your customers in JSM here.

Hi @Laura Bourg, Welcome to Atlassian Community! For existing custom fields you can go in and associate the field with all the screens. The same thing can be done when you create a new custom field. I would recommend that you have a master scheme that is used across multiple projects, it would take some leg work to set up…