Rodrigo Baldasso Atlassian Team

Hi there, This is Rodrigo from Atlassian Support. The issue with this instance was due to the Lexorank ranking fields in this instance which didn't have the minimum and maximum markers in the database. To fix the problem we had to add the markers for each ranking field. A similar workaround is described on the Root Cause…

Glad to hear that @Anh Kato !!!

Hi @Anh Kato the UI recently changed and now to deactivate the account you should click on the (...) button > revoke access. It will have the same functionality as the old deactivate button.

Hey Matthew, Hmmm, I see. This is indeed not possible (currently) without granting a Software/Core license to your customers (besides changing your permission scheme, issue-level security and so on), however, a workaround scenario that I can think to this is by using JIRA JMWE. You could create a transition in your…

Hi Nicolas & Matthew, We're sorry to hear that you're frustrated with Service Desk, however, we'd like to assure that Atlassian is always willing to help teams get their work done. That said if you're looking for a way to grant access to a manager, the best way to do it would be by using Organizations. However, this would…

Hi Tony, I just bounced back to you the ticket raised on our support service related to this issue.

Hi Bill, Those messages are a bit generic for me to give you a straightforward answer, but, it is likely an issue with the SSL certificate. Are you using a custom domain or Microsoft's Office 365 default url when trying to set up the mailbox? -Rodrigo.

Hi Reshma, Unfortunately, you can't do that. We don't provide Cloud instances on the jira.com domain for a while now. Only some old Cloud instances still uses the jira.com domain. -Rodrigo.

Hi Sunita, This is not natively possible (here's the feature request: JSDCLOUD-325) However, there's a plugin called Customer Reports for JIRA Service Desk, that provides the ability for your customers to see the SLA reports for their tickets. -Rodrigo.

Hi there If you create you app as private, your customers / beta participants can install it using the URL you provide to them, don't need to generate a token for each one of them. -Rodrigo.

Hi Tayyab, Unfortunately, you can't remove the create button. Perhaps you might consider to create a Confluence KB and link with your service desk. That way, before creating a new ticket, the customer will be presented with the articles and might deflect from creating the ticket. -Rodrigo.

Hi Rupa, You can add multiple clients as a bulk using the REST API, but yes, you can't set their password using the API. In a Cloud environment, you won't be able to set up this external authentication for now . However, if you consider a server environment, that might be possible. In server installations, you can create a…

Hi Gabriel, This is an expected behaviour of the approvers field. You will only be able to find approvers when you select the option Any customer or organization, by searching this project. Choose this option to allow customers to search their organization for approvers. We do have an open feature request, to change this…

Hello @Jo Steele, You are talking about portal-only customers, right? If yes, then this is an expected behaviour. Atlassian recently made changes to portal-only accounts to comply with GDPR. You can have more information about this…

Hello Terry, You can disable customer notifications by going to your Service Desk Project Settings > Customer Notifications and unchecking the Enable option. After saving, that notification wont be send to your customers. Regards.

Hi Jeff, Can you please confirm that you added the DNS txt entry with double quotes inside your domain dns provider? Some providers also doesn't allow multiple TXT entries so you may have to concatenate them in the same line if you have more than one. Also, be sure to add the entry to the domain level that you are trying…

Hi Mohamed, If you are Jira Cloud, unfortunately you can't do that. The notification system runs every one minute and this can not be changed. However, if you use Jira Server you can accomplish this by navigating to Administration > System > Advanced > Services and changing the setting Mail Queue Services for the desired…