Mikel Whipple Specialist

Using the new formula field I want to create an aging field. It seems it can calculate between two fields but I am just trying to get it to calculate how many days since created. I have tried, {{Created.diff(now).days.plus(1)}} but it does not like it. Looking at the supported functions it does not seem doable but wanted…

I have built a Rovo agent that has very clear instructions on creating a PIR based on our guidelines. The agent works great when we summon it to write the description in an already created PIR ticket. The question is if we have a ticket that is a major incident and we use the "create PIR" button at the top of the screen,…

I am looking for smart values for Team. For instance using it in the send email action would be nice, also we need to know if we can write a JQL that will show us a Team and then report down to all the sub-teams of that Team. Thanks. 

Hello. I am prepping to take the exam in mid-June and I am just wondering if anyone has taken the exam with certiverse? I took a few exams under the old administrator and only did on prem. I was curious how the certiverse proctored went and also is the test still around 70 questions with 4 options per question? 

Just FYI I noticed on the Teams '26 FAQ there will not be certification exams offered at Team '26 this year. Huge bummer. 

We are using asset to import from Entra and I have a custom field that is an asset object and you can search by phone number. Unfortunately we do not have a universal way all phone numbers are being held in Entra and therefore they are not universal in Asset. We have variations like 2145551212 +1 (214) 555-1212…

We are importing users from Entra using the Pio software tool. We want to show extended user information in the ticket. I have created a customer field that is an asset object field. When I set the field the information displays properly, however I want to set the customer field to the reporter when the reporter changes.…

Why is Atlassian asking my normal helpdesk users to enable AI Virtual Agents and to do configuration in Studio? Anyone else seeing these popups for their helpdesk agents? Any way to disable this? 

We have a ticket that includes a form and sometimes they have to reopen the form and send it back to the customer for more information. Is there something I can do in the workflow or with automation that when it transitions to a status is opens the form for editing? 

We are planning on bringing in users to Assets from Entra ID. However we want to link fields such as reporter to the user asset so techs can look up people by employee ID. We also want to show the user data on the tickets such as location, phone number, and a few other attributes. Do we have to create a new asset object…

I am writing an automation to look at the team field when an issue is created and set the affected service of the same name. In my testing the affected service is not being set but I am not receiving an error either. I am not great at json so I am wondering if my script needs adjusting and perhaps what might not be set…

Who is using Asset in JSM? I am starting to test with the Entra ID import but I am wanting to limit what is imported or where it is imported to. First off I only want to bring in users that are in a certain OU, I also want to normalize some data that is brought in. Curious who is importing users mostly right now. Thanks. 

I want to make Team a picker on a form but don't see it showing up. This is for a portal request and we have made the field available. I know the best practice is to have the team select based on what options they choose but we have people who enter tickets that know what team they want work routed to. 

We have some dashboards but the loading speed when we make selections is terribly slow. Will take any recommendations on how to speed these up.

How can we remove the new "add to past" button on the internal note part of comments? This is not something we want to offer technicians to be able to do. 

We have an SLA called "Time to Resolution", it based on how long they have to close the ticket based on the created date in a custom calendar. However we have a status called "waiting on third party", when they choose this there is a transition screen and they have to choose a resume date that is no longer than 2 weeks in…

I used a template to create a dashboard but these fields above the control I cannot figure out how to create more of them since I am going to be adding more controls. They are just built as Chart Settings. Any help is appreciated.

Having a hard time finding what we should use in Analytics for Affected Service. We want to be able to see all Software and Service Management data and are trying to create a control for Affected Service. 

I see a lot of templates for Opsgenie in Analytics but since Opsgenie is being deprecated when will JSM Ops templates start showing up? 

In our JSM workflow we have a workflow that has status, Logged, that has a transition to Resolved. We call this First Call Resolution, and it is for when the helpdesk takes a call and resolves the issue on the initial call. We also have a transition to resolve from All request types. This is so if a ticket is passed on…

I took this exam today and passed, there was one question that confused me. It was something like, "Albert usually logs in from the US but today you get a notification that he is logging in from Europe, what product is sending you this message?". First thought was Guard, but it was not one of the choices. I don't remember…

What are some unique ways you are allowing customers in JSM to reopen a ticket? We are building out from the ground up and we can use the traditional "reply with reopen" but we wanted to get unique so I thought I would ask the community what unique ways they are reopening tickets. 

We want to create and automation that if an SLA is breached we want to notify the users in an affected services group. Our affected services groups are connected to opsgenie where the members are listed. Possible? 

We want to create an automation that if an SLA is breached we want to notify the users in an affected services group. Our affected services groups are connected to opsgenie where the members are listed. Possible? 

We recently have the need to build an on-call rotation and I was trying to explore opsgenie on my home instance. it seems from the time I looked at it a couple of years ago to now it is more fully integrated and part of JSM? JSM is the part I am looking at using it in. I just want to confirm it has been moved to on-call,…