Petter Gonçalves Atlassian Team

Hello @mliu Thank you for reaching out. For custom fields, a specific set of smart values are configured to return the available properties. You can check them in the documentation below: Available properties for Custom fields Let us know if you have any questions.

Hey @Nguyen Nguyen Thank you for the feedback. In order to further troubleshoot the issue, I suggest the following steps: * Create a different Slack channel and try to re-do the mentioned steps again. * If that doesn't work either, I kindly ask you to contact our internal support at the link below describing this exact…

Hello @Dor Avitan Thank you for reaching out. You can set your Jira cloud to create tickets from external notification/trigger by easily configuring your email handler. You can check the instructions to do that in the documentation below: Create issues and comments from email Now, the challenge here would be to…

Hey Jan, I'm glad to know you're not facing this issue anymore. Please, let us know if this behavior changes again.

hey @Nguyen Nguyen Thank you for the information provided. Checking your screenshots, I can confirm you've almost finished the integration steps. Here is what it's missing: * First, you must create two new channels in your Slack application * One for triage of the tickets - you can name it as "Triage-channel" * One for…

Hello @Yurii Lazarenko Thank you for reaching out. Can you confirm if you are using the inbuilt app (Atlassian Assist) to integrate both JSM and Slack? Or are you using a different app? If you are using the inbuilt app, the picture provided in the slack notification is the same selected on the Slack workspace, not the one…

Hello @Nguyen Nguyen Thank you for reaching out. It is not necessary to install Halp to use the chat functionality of JSM projects, and the instructions in the video should have properly worked for you. Typically, the most common scenario that causes problems with the integration is when the integration app does not have…

Hey @Jan Šimek Sorry for the delayed response. If you still facing this problem, can you please provide us with a video using any Cloud storage (Google Drive, Wetransfer, etc)? Thanks!

Hello Azur, Thank you for reaching out. Without further investigation, I recommend checking that your user is a site admin for your Jira site and also a full slack admin in your Slack workspace. If you have both roles, then I recommend opening a Jira internal ticket so we can take a closer look at your integration:…

Hello Anthony, Thank you for reaching out. I believe the Created vs Resolved chat might give you the information you need. You can follow the steps below to properly configure this gadget as you need: * First, create a JQL filter to return all the issues you want to be considered in the report - Ignore this step If ALL the…

Hello @Allison Smith Thank you for reaching out. By default, the SLA fields are not exported from Jira Cloud sites in the format displayed on your CSV export. By default, the SLA fields are exported in the format "hh:mm", as in the example below: Issue key Status Custom field (Time to first…

Hello @Pablo Rodríguez Tejerina Thank you for reaching out. Checking your condition, you should use the condition parameter "Contains" instead of "Equals", as the description field only supports that operator. The logic used here is the same as JQL queries. Text fields only support the contain operators ("~"), and equals…

Hey @Pierre Sosa Checking your organization logs, I can confirm the new domain of the users under your site is currently claimed by a different organization. That's why you are not able to manage them. I sent you a message on the CA ticket you create to provide you with more details about the behavior and the options you…

Hello @Klaudia Kubiak We've properly cleared the bounced email for your address, so now you should be able to receive emails. Can you try again? Also, please ensure you've whitelisted the required email addresses from Atlassian in the documentation below: IP addresses and domains for Atlassian cloud products Let us know if…

Hello! For anyone who steps on this thread, the documentation below outlines all the four possible ways to merge two Jira Cloud sites: Merge multiple Jira Cloud sites Additionally, there are a few apps that provide this functionality to achieve this same goal on the Atlassian marketplace. Thanks! Petter Gonçalves -…

Hello, For anyone who steps on this thread, the timeline feature available on Business projects can now be filtered by specific fields listed in the filter drop-down at the top-right corner of the view, as displayed in the screenshot below: Thanks! Petter Gonçalves - Atlassian support

Hello! For everyone landing on this page, we would like to let you know that we've fully migrated 99% of all Jira sites to use the new issue view of Jira cloud by default, however, we don't have any ETA to remove the temporary workaround described in the documentation below:…

Hello! For anyone that steps on this thread in the future, the way to add statuses to a project depends on the type of project you are using: For Company-managed projects, statuses can be shared between multiple projects/workflows, so these would be the steps to add/create new statuses: * Navigate to the project > Project…

Hello @Jan Šimek My name is Petter, I'm an Atlassian support engineer. I can confirm there are no active bugs reported regarding the favicon functionality and I was able to properly upload the favicon on my personal test instance, so I believe this might be something new with Jira cloud or even a usability problem. Can you…

Hello, For anyone who gets on this thread, Jira automation uses the same notification scheme as manual actions performed by Jira users. That being said, you must edit the notification scheme to avoid a big flow of notifications for several teams as mentioned by @Andrew Kendris Configure email notifications Unfortunately,…

Hello, For anyone who gets on this thread, there are two types of kanban boards on Jira: Company-managed and Team-managed. You can identify its type by navigating to the board and checking its description at the bottom of the left menu: A Team-managed board will always display the issues from the project it was created and…

Hello, For anyone who gets on this thread, It is not possible today to edit the footer of the emails sent by customers on Jira Service Management. We have a feature request created to consider this customization in the future releases of Jira: As a service desk administrator, require custom strip quote for requesting…

Hello, For anyone who lands on this thread, you can use organizations to define different goals for your customer's SLA. Let's use a practical scenario to better explain it: Let's suppose you have two customers: Orange and Microwave. 1 - For the customer Orange, you would like to set the Time to resolution SLA to be 1…

Hello! For everyone who gets to this thread, there are basically two options for users to access boards and other project details in Jira Software Cloud: * Restrict a specific set of users to access the projects. This is the default and recommended option, and will consume a license seat for each user invited * .Open your…

Hello, For everyone who gets on this thread, the steps below provide the correct instructions to properly export all the fields (together with the comments) from a specific set of issues on your Jira Cloud site in the CSV format: * Configure a JQL query returning the issues you would like to export. You can follow the…

Hello Everyone, For anyone who gets on this thread, the default hierarchy levels provided on Jira Cloud are: Epics > Standard issue types (Stories, Tasks, etc) > Sub-tasks Basically, there are two ways to properly edit/add new hierarchical levels: * Sign-up for the premium plan of Jira Cloud. This plan provides you with…

Hello Everyone! As previously mentioned by @Bill Sheboy It is not possible to edit worklogs with an action using JSON. There is a suggestion to add this feature: https://codebarrel.atlassian.net/browse/AUT-1268 As a workaround, you could send a web request to call the REST API, passing in the worklog ID to edit the entry.…

Hey Devon, thank you for letting us know how it was corrected. Your detailed explanation may help more users in the community, so we really appreciate your effort to take the time to share the solution. Have a nice weekend!

Hello @Devon Wynne This is Petter from Atlassian Support. I saw you mentioned that you have contacted us already. Can you please provide us with the ticket number so we can confirm the ticket status? If you didn't receive an answer yet, can you confirm if the accounts facing this bug are using a verified domain managed by…

Hello Tommy, Welcome to Atlassian Community! Please, allow me to clarify a few concepts with you so we can be on the same page: Atlassian Community is a forum created to help people and share knowledge regarding Atlassian Applications (Jira, Confluence, Bitbucket, etc), so questions about any other platforms (Including…