Christian Beaulieu_3144lv Atlassian Team

Summary This article is being used to demonstrate how to automatically add Watchers to Jira Issues when a User is mentioned in a comment, using Automation. Please note that you can make this Rule either a Single Project, Multiple Project, Project Type, or a Global Automation Rule, depending on your preference. But bear in…

Hi everyone! This article is to provide a quick overview of how to pre-populate fields (such as: summary/description) from a Customer Portal URL. To do this: * Navigate to a Customer Portal Request Form * Within the URL, at the end, add in either ?summary=test or ?description=test (where “test” is the value for the summary…

Summary You have Jira Audit Logs, however they can be a pain to navigate. Instead, why not create notifications based on certain Audit Log Activities? This would enable Users/Admins to know when a Workflow/Email Channel/Permission Scheme, etc. was updated, allowing you to know exactly when a certain Audit Log Activity…

Summary When working with JSM Incidents there is no way to automatically link Opsgenie Alerts to JSM Incidents. Or is there? With the new Incident REST API and the Opsgenie Alerts API, we can GET Alerts and also link alerts using two API requests. Automation Rule configuration: * Manual Automation Trigger In this example,…

Summary This article will outline best practices for uploading a logo to work in both Light and Dark Mode in Jira. To change your logo The logo appears in the top left corner of every Jira application page. The height of the logo image must be constrained to 30 pixels. We also recommend you use an image with a width of 57…

What is the Follow the Sun Model The follow the sun model is a service and support method that is designed to address and satisfy customer needs without regard to geographic location or current time. Companies large and small are able to provide 24-hour service without putting the burden on one site and requiring employees…

Summary Sometimes tickets with the same summary or same summary and description are created in your Project, which can make a mess of all of the tickets in your queue and knowing which "Password Reset" ticket (for example) to work on. As an alternative to this you could use an Automation For Jira Rule to link all duplicate…

Summary When making updates to Opsgenie/JSM Operation Alerts you will see that when you manually interact with Alerts in the UI, or using the REST API it will go through the Default API Integration always. But why is that the case? Why is the Default API Integration chosen here? Example Situations * Alerts are not being…

Summary When checking your SLA Reports (for example SLA met vs. breached) for any SLA it may show a high number of tickets breaching SLA for todays date. Why is that? Why do so many tickets show breached today specifically? This happens because the report is counting older issues as breached if that breached SLA is still…

Summary As Opsgenie is being consolidated into Jira Service Management there are some steps you need to take to ensure a complete migration to JSM Operations from Opsgenie. If this is not completed beforehand somethings may not work as expected, such as being unable to see core features of JSM Operations. But what exactly…

Summary You may be using Slack with Jira to create tickets from Slack messages, such as with Atlassian Assist. However, there natively is no way to have a link to the Slack message that created the Jira ticket within the Jira ticket thread itself. How can we achieve this? This can be achieved using a Slack Triage Channel…

Summary When you purchase the Jira Service Management Product and grant Users licenses to JSM, they automatically have access to Opsgenie. This is because when purchasing JSM as a Product for any plan type you automatically get Opsgenie included in your JSM subscription. But how do your Users with JSM Licenses access…

Summary You may run into an issue where you are unable to Create, Acknowledge, Close, or Add a Note to an Alert manually and receive an error of "Incoming data does not match any actions." Basically, you are unable to interact with Opsgenie Alerts. What causes this type of issue and how can it be solved? This happens when…

Summary of Issue No knowledge base articles are listed within the Knowledge Base page on a Service Project. How would this situation happen? Root Cause This happens when a customer has their Confluence Product deactivated and reactivated and their Confluence space is also renamed when the product is re-activated. This…

Summary Within a Post Incident Review, there is a section above the SLAs where a linked Incident will show values such as: * Incident created * Incident ended or ongoing * Time to resolution * Incident assignee * Incident responders * Affected services However, how do you access this information where these values can be…

Summary To start, when using Automation for Jira we have a trigger that reads incoming Webhooks. When we use this trigger, we can use the <strong>{{webhookData}}</strong> smart value to represent the POST payload. That said this smart value gets the root of the JSON Payload by looking up the key/value pairs of parent and…

Summary It may be good to see how many comments or updates are made to Jira Issues from an analytics perspective to see if you have many long-running tickets, quick-solve cases - or - high/low activity on cases. But how can this be tracked? You can do this using a custom field of your choice, such as a Paragraph field,…

Summary If you have a use case where you want Alerts to be created or Alert Notifications to be suppressed (or both) during business hours, how would you go about doing this? Is it possible to suppress Alerts so that they are only created or notifications delivered outside of business hours? Solution Yes, this is…

Hey everyone! The purpose of this Community article is to provide a couple example queries for using this experimental API with both cURL and Postman, which is in reference to the KB API Developer Document here: The Jira Service Management Cloud REST API Note that the method to run these queries may change over time as…

Summary When configuring your Customer Notifications and a Customer is also added as a Watcher on a Jira Issue as well, no Notification is sent out to that Customer Why is that? Root cause You don't have Jira Notifications enabled for Customers under Settings > Products > Jira Service Management - Configuration As a…

Summary When using any Opsgenie Integration that is separate from the Atlassian Integrations (Jira Software, Jira Service Management, etc.) you only have the ability to send updates to Opsgenie, not from Opsgenie as well. So how do we work around this scenario? We can use Webhooks! Webhooks allow you to send information to…

Why am I unable to link JSM Tickets to Opsgenie Alerts? When trying to link a JSM request to a Opsgenie Alert I get the following message: But why? To be able to link Jira Service Management requests to Opsgenie Alerts you must first have Incident Management enabled on the Service Project. To do this: * Navigate to the…

Summary You are looking to assign issues to Service Desk Agents using a round robin schedule during working hours, however, during off-hours you would like to route the new tickets to the On-call Responder. This is most certainly possible, please see the screenshots below of this configuration: JQL to use for this use case…

Summary Sometimes in Opsgenie you will be unable to link or create an Issue from an Alert. You may receive an error such as: * Can't create/link an issue in Jira. "Unexpected error occurred" * "Connection has been removed" on the Jira/JSM Integration * Authentication Failed pop up window when opening Opsgenie Alerts * You…

SUMMARY The purpose of this article is to illustrate how to auto-fill custom field values using a Web Request Automation Rule, after you set Organization properties on the Organization field. Benefits and examples: * Gathering all Organizations via GET Request on the Organizations field (using Get Organizations endpoint) *…

Summary The purpose of this article is to illustrate how to link multiple issues from different projects to one another using Automation. Scenario In this scenario we will be illustrating how to link multiple issues on the Issue Create Action using Automation. This is useful if you have multiple projects but have a…

Hello everyone! I wanted to provide a quick overview of how the logic behind how time tracking works when using different date ranges in a report. This seems to be a somewhat common request, to understand why the period selected is days but the summary metric shows in hours (for example). Firstly, from a code perspective,…