Bruna Silva Atlassian Team

Hello @Natalia Bacchini Sacilotto, Thank you for reaching out to the Atlassian Community! Currently, it's not possible to manage other users' contact methods in Jira Service Management Operations. However, we have some feature suggestions for the topics mentioned: * The admin should have the capability to manage agent…

Hello @Phil Beckman , Thank you for reaching out to the Atlassian Community! Alert deduplication is a primary feature of JSM Operations and there are currently no available options to disable or alter this standard functionality. If the below conditions are matched then any newly received alerts will not be created, and…

Hello @Shubham Narad Ghormare, Thank you for reaching out to the Atlassian Community! You can create SLA calendars to make sure your goals are tracked based on the times and days your agents respond to requests. You can find the steps to create a calendar in the following document: * Set up SLA calendars Once your calendar…

Thanks for your reply, @Troy Anderson So even if I do adjust permissions to grant 'Browse projects', it still won't work? Currently, users either require a license or the project must allow anonymous users to "Browse Projects" on the project, making it an open project. Can you suggest a method to get a proper issue list in…

Hello @Troy Anderson, Thank you for reaching out to Atlassian Community! Currently, Jira work items and Filter results macros are only visible to licensed users who have the 'Browse projects' permission in the project. However, we have a feature request to allow customers to access these macros: * Allow JIRA service desk…

Hello @Scott Stubbs, Thank you for reaching out to Atlassian Community! Just to ensure that I've properly understood this case, apparently, you are using Forms under a Service project (Project settings > Request management > Forms) and want to notify a Microsoft Teams channel when the form is edited in a request. Is that…

Hello @christian.steiner, Thank you for reaching out to Atlassian Community! Currently, it's not possible to remove the API key from the URL, but we have an open feature request asking for this ability, as you can see below: * As a Opsgenie admin I would like to move apiKey in URL to request headers for security reasons…

Hello @Gerardo Hermosilla, Thank you for reaching out to Atlassian Community! The Satisfaction survey will be sent to the reporter when the following happens: * Issue Resolution is set and Request resolved customer notification is enabled (for company-managed projects only); or * Ticket is transitioned to status related to…

Olá @Administrativo, Embora seja possível personalizar o conteúdo e a aparência das notificações de clientes, o avatar usado para enviá-las não pode ser alterado neste momento. Se você tiver outras perguntas sobre este assunto, por favor nos avise. Hello, While it is possible to customize the content and look and feel of…

Hello @Mahipal Singh, Thank you for reaching out to Atlassian Community! Auto Reply Mail - SD auto reply filter The SD auto reply filter rejects all emails containing the auto-reply headers. In other words, this happens when the auto-submitted headers contain the keywords auto-generated, auto-replied, or auto-notified,…

Hello @Simon Bliguet, Thank you for reaching out to Atlassian Community! Currently, the Customer details fields can be accessed through JQL, so you can use them in the JQL condition in your automation rule. You can see more details about this case in the document below: * JQL functions - customerDetail() However, in some…

Hello @Ian Frawley, Thank you for reaching out to Atlassian Community! I noticed that you have already opened a support ticket and it seems that the issue has been resolved. To help the community and provide more information, you can find details about users on the suppression list in this document: * Users and JSM…

Hey @Martin Cleaver Checking this case internally, the integration between the Jira Service Management portal and Loom is currently unavailable. However, we understand that this integration can greatly enhance user experience, so the responsible team created an internal feature request about it. If you need further…

Hello @Kenneth Flowers, Thank you for reaching out to Atlassian Community! In order to receive notifications about Email requests, it's necessary to select the Request type used in the Email channel in the Chat settings. To see the Request type used in the Email channel: * From your service project, select Project settings…

Hello @Bohdan Maik, Thank you for reaching out to Atlassian Community! Satisfaction and Satisfaction Date are custom fields in your instance and, when using their custom field IDs, we can set their values using the Edit issue API. However, the Satisfaction comment is an entity property '(service-request-feedback-comment)',…

Hello @Jennifer Joyce To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. You should have received an email notification confirming this. :)

Hello @Kimberly Kriegler, Thank you for reaching out to Atlassian Community! Based on the screenshot you provided, it seems you're trying to set a default value for certain fields. Is that correct? If that's the case, if you would like to automatically fill out a field for a specific request type, you can add it to the…

Hello @Martin Cleaver, Thank you for reaching out to Atlassian Community! From what you've described, the Loom team would be the best resource to assist you with this. Allow me to share with you that you can open a support request with Loom team through the following link: * Loom Please feel free to reach out to us if you…

Hello @Csaba Vertessy, Thank you for reaching out to Atlassian Community! Allow me to share with you how sending requests by email works in Jira Service Management projects: * A customer emails a request to your service project’s email address. The request becomes an issue in your service project and is added to a queue. *…

Hello @Rajan Dangol, The Related articles show articles based on the summary of the ticket and from the spaces that are linked to the project. Currently, it's not possible to configure the number of results or improve how it works. However, we have some feature requests asking for these abilities: * Ability to configure…

Thanks for your reply, @dahu! You can find our policy on how we prioritize feature and improvement requests on the following page: * Implementation of New Features Policy Unfortunately, we from the Atlassian Support Team will not be able to provide you with a specific add-on for your use case. This is mainly because we do…

Hello @Andrey Ivanov To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. You should have received an email notification confirming this. :)

Hello @dahu, Thank you for reaching out to Atlassian Community! Currently, the Organization details can be accessed through JQL, so you can use them in the JQL condition in your automation rule. You can see more details about this case in the document below: * JQL functions However, in some functionalities under the…

Hello @Toby Smith, Thank you for reaching out to Atlassian Community! Allow me to share with you that, in service projects we have Request participants who are people agents or customers have shared a request with. They can view, comment on, and receive notifications about the request. The permission to allow customers to…

Hello @Aswini Ravella To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. You should have received an email notification confirming this. :)

Hello @Ruchi, Thank you for reaching out to Atlassian Community! Currently, the Customer Access page only supports adding email domains individually. Therefore, the email domains need to be added one by one in the Only allow account creation for customers with specific email domains option. More details about customer…

Hello @Rajan Dangol, Allow me to share with you that site administrators or organization administrators can manage the access settings for Internal (Atlassian account) and External (Portal-only account) customer accounts on your site by following the steps below: * From the top right of your screen,…

Hello @고현영, Thank you for reaching out to Atlassian Community! Could you kindly try accessing the URL below in your web browser, ensuring to adjust your instance name? * https://yourinstance.atlassian.net/rest/api/2/users/search If you're able to access it via the web browser, I would recommend checking the token used. If…

Hi @Ivanna You can configure Tabs on your screens by following the steps found in the document below: * Configure a screen's tabs and fields

Hey @Raghu Mani Currently, it's not possible to prevent agents from submitting a form, but we have a feature request asking for this ability: * Ability to restrict agents from Submitting/Creating Jira Forms When it comes to form permission, you can use the Lock this form once it‘s submitted so only admins can edit via each…