Liam Green Expert

Hi Andrew I agree. Tickets by email aren't an exact science - we're trying to move to portal where possible - but it isn't easy. If my answer helped, feel free to mark it as 'accepted'

Which Jira products do you currently have?

Hi @Malik Welcome to the Community! That's quite a broad question. Have you looked at any of the documentation for this? Do you have any specific questions? I've put the link for the product page below in case you haven't seen it: https://www.atlassian.com/software/jira/core Thanks, Liam

That all looks ok - have you checked the notification helper?

Hi @Felix Köhn That makes sense then! As @Nic Brough -Adaptavist- says - it can be done, so my initial post was incorrect.

Hi @Felix Köhn Welcome to the Community! As far as I'm aware, the pricing has to match the users. Can I ask why you'd want to pay for more plug in licences than you have Jira licences?

Hi @Nodar Vardiashvili This could be done with a custom notification. If you go to Project settings > Customer notifications you can set this up. The below guide will also help: https://support.atlassian.com/jira-cloud-administration/docs/configure-email-notifications-for-a-custom-event/ Regards, Liam

@Vugar Jafarov If you're sure that you have the permissions then I think the next step is to reach out to Atlassian directly as it seems like it might be a bug in your instance

You may find the assistant is better then - I don't have any experience of it directly, but it appears to be quite good from what I have heard

And are you using the migration assistant? https://marketplace.atlassian.com/apps/1222010/jira-cloud-migration-assistant?hosting=server&tab=overview

Can you give us a snippet of the history too please? It will have to be one that resolved when you thought it shouldn't.

Hi Bruno That's very odd. I'd suggest looking at the workflow and history of the ticket to see what else is set at the transition - there may be something to explain it there.

Hi @Vugar Jafarov Do you have the 'manage watchers' and 'browse users' permissions?

Are you migrating from server to cloud or just using cloud as a backup?

Hi Andrew The other people who can comment are request participants, but it is possible that you weren't a request participant - which is why a new ticket was created.

Are both issues using the new issue view?

The signature is something you could do through notifications. It would be the same for everyone though.

Hi @Jim Stewart What happens if you start typing an employment type in? If you raise a ticket manually, do the 5 options appear? Regards, Liam 

Hi @Smartmind Admin Can you provide a screenshot of your workflow please?

I'm not sure that would be possible. I think it may be a case of hiding new user from the portal if you don't want people using it. Or putting a link in the request description that directs them to where you want them to go.

Hi @[deleted] Welcome to the Community! If you go into the portal, and click on requests one of the filters will say 'open requests' - change this to all and the customer will be able to see closed requests as well as open ones.

Hi Scott Where would you like to direct them to? I don't think you could do it directly clicking on a specific issue/request type - but you could probably do it through Confluence if you use it?

Hi @sidharth sekhar Lenka Does the other admin have all the relevant permissions? It sounds like they don't have permission to view the issues or possibly to view the project.

Hi @Zachary Montreuil Is this just the preview or is it the same when you download the msg?

Hi @Jordan Kasper Welcome to the Community! Are the articles restricted in any way in Confluence?

Hi @Andrew Knight You were not the reporter in the above scenario, so when you replied I think the service desk would see you don't match the reporter and create a new ticket.

Hi Yes, I think that has cleared it up. I think what you need to do is go to project settings > knowledge base - from there, you can turn off the suggestions for each request type as needed.

Hi @Ellen Beentjes Does this happen for all users? On all browsers? Regards, Liam

Hi So what issue are you experiencing?

Hi @Karishma If you are using the new issue view then your attachments should appear in one section just under the description of the ticket. Can you provide a screenshot of your issue view so I can help further Regards, Liam