Bruna Silva Atlassian Team

@Doug Nelson you can find our policy on how we prioritize feature and improvement requests on the following page: * Implementation of New Features Policy In addition, we provide a public page to inform what's coming soon and what we're thinking about for future updates: * Cloud Roadmap Besides our roadmap, we have a blog…

Hi @Doug Nelson Currently, customers need to have an account and portal access to be added as Request participants and interact with the service request. Thus, as soon as they are added as customers, they will be able to create tickets in the projects they have access. An alternative for this scenario would be to create an…

Hello @stephen.cook, Thank you for reaching out to Atlassian Community! Allow me to share with you that, when associating more than one Request type with the request channel, the Raise a request button will appear so the user can click on it to create the ticket. For now, it's not possible to change this behavior, but we…

Hello @Akshay Agrawal Thank you for reaching out to Atlassian Community! To better assist you: * Could you please provide us with more details about this case? * Are you seeing an error message? If so, could you please provide us with a screenshot showing it? Since the Atlassian Community is open to the public, please take…

Hello @Jon Lunsford, Thank you for reaching out to Atlassian Community! You can configure Responder alerts, which is a functionality that notifies users when they are added as responders in Jira Service Management incidents. You can see more details about it in the document below: * What are responder alerts? If you have…

Hello @Robert Wlodarczyk, Thank you for reaching out to Atlassian Community! To better assist you, could you please provide us with more details about this case? If possible, could you please provide us with some screenshots showing this behavior? Since the Atlassian Community is open to the public, please take care not to…

Hey @Giovanni Cardillo 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. :)

Hey @Karin Stevenson, Thank you for reaching out to Atlassian Community! In native Jira functionality, we cannot display the Service Project Report gadget, removing access to the project. It is necessary to have Browse permission in the Project to see the tickets on the dashboard. However, we understand that this…

Hey @Doug Nelson Regarding your question, at the moment, customers need to have an account and portal access to be added as Request participants and interact with the service request. For now, it's not possible to restrict their ability to create tickets while still allowing them to be Request participants. However, we…

Hello @Doug Nelson, Thank you for reaching out to Atlassian Community! Allow me to share with you that, currently, the customer access to a customer service project is set in the following pages: Global customer permissions(affects all the service projects): * From the top right of your screen, select Settings in the top…

Hey Adrian, Thank you for the clarification! At the moment, it isn't possible to configure the default fields shown on the card. However, we understand that this functionality would be helpful, so we have an open feature request asking for this ability, as you can see below: * Assist - Ability to configure the default…

Hello @Genevievé Bezuidenhout, Thank you for reaching out to Atlassian Community! Smart values allow us to access issue data within Automation rules. Although we can use a combination of automation rules with smart values and custom fields to display information in Filters and dashboards, it's important to note that smart…

Hello @Adrian Tacaciu, Thank you for reaching out to Atlassian Community! Allow me to share with you that when using the Jira Service Management Chat integration for Slack, in the Agent channel, there is an option to Expand the request card so the agent can view more fields. You can see more details about this option in…

Hello @andydierlam, Thank you for reaching out to Atlassian Community! To better assist you, we would like to gather some additional information: * Could you please provide us with more details about this case? * Could you please send us screenshots showing the reported scenario? Since the Atlassian Community is open to…

Hey @johnsonchiang 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 @Jason Rogers, Thank you for reaching out to Atlassian Community! When using a site-level integration, it is possible to set more than 1 Team in the Responders field in its Create alert rule: However, if you configured a team-level integration, the Responders will always be the Team you used to add that integration.…

Hello Mar, I would like to clarify a couple of points regarding the Instructions field and Automation rules: * The Instructions information is visible only during ticket creation. * Automation rules will run only after the ticket has been created. Therefore, it isn't currently possible to use automation to modify the…

Hello @Mar Thank you for reaching out to Atlassian Community! Allow me to share with you that, in Jira Service Management projects, each Request type has its own Instructions field. To update it, please follow these steps: * Go to Project settings in your service project > Navigate to Request types > Select the request…

Hello @Syed Gillani, 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 @Paul Hart Thank you for reaching out to Atlassian Community! Allow me to share with you that under your Team's alerts, you can manually create an alert by clicking the three dots icon (•••) at the top-right corner > Create alert: You can then enter the alert details: More details about this case can be found in the…

Hello @Bhanu Prakash, Thank you for reaching out to Atlassian Community! To dynamically show/hide fields, you can use Forms under project settings in your service project. However, it is currently not possible to have options conditionally show/hide in a field when using forms and we have a feature request asking for this…

Hello @Maximilian Bleier 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. :) Regards, Bruna

Thank you, @Robin Stemmers! 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. :)

Hi Robin, In order to assist you further, could you please provide us with more details about the challenges you're experiencing with the steps outlined in this document?

Hello @Kaleb , Thanks for reaching out to Atlassian Community! We understand your frustration with the recent changes we’ve had, especially regarding the HALP migration. Your concerns are valid, and we apologize for any inconvenience this has caused you. I noticed that you have an open support ticket where our support and…

Hello @Rodrigo Buch, Thank you for reaching out to Atlassian Community! To better assist you, we would like to gather some additional information that will help us better understand this case: * Could you please provide us with more details about the desired scenario? * When you mention "cc," are you referring to the…

Hello @Suhas Shastry, Thank you for reaching out to Atlassian Community! The URL should be redirected to appropriate issue in the Cloud. Currently, this is not available in Cloud as a native functionality, but we have some feature requests about it: * Ability to redirect company URL to Atlassian Cloud * Provide ability to…

Hello @Alex, Thank you for reaching out to Atlassian Community! Allow me to share with you that, in the customer portal, the tickets will only be displayed if the customer/user is the reporter, request participant, approver, or an organization member of the ticket that is shared with. As soon as we add a customer to an…

Hello @Deepak Jangir, Thank you for reaching out to Atlassian Community! To better assist you, we would like to gather some additional information that will help us better understand this case: * Could you please provide us with a screenshot showing the behavior you are facing with the HTML under the Description field? *…

Hello @Robin Stemmers, Thank you for reaching out to Atlassian Community! To achieve the desired scenario, it's necessary to use a send web request action using this endpoint to retrieve the user's account ID. The following article explains a similar set up that you can refer to while implementing this to your automation…