Benjamin Paton_yibbj0 Atlassian Team

Hey Natalie, That is a strange one indeed. Is it possible that you have not included the Assignee field in the Requests Agent view (or potentially its hidden)? You can check this via Project Admin > Request types then click into the problematic requests. It would be worth comparing the one that works with the one that…

Olá Daniel, Desculpe, não falo português, então espero que esta tradução do Google transmita a mensagem certa. Os clientes não contam para o número licenciado de usuários. Você pode ter clientes ilimitados em qualquer plano. Contanto que você os crie através do menu Clientes, ou eles criem suas contas através do portal /…

Hey Michal, You need to have at least one target, otherwise the SLA has nothing to count down. If you are looking for a response SLA, the inbuilt Time to first response is a good example. If you are looking for an SLA which tracks only the time it is with an Agent, I suggest having statuses which represent when it is…

Great news. There is a feature request ticket for this type of functionality if you wanted to provide any ongoing feedback https://jira.atlassian.com/browse/JSDCLOUD-790 Have a great day!

Hey Rosie, I hope WFH life is treating you well. Jira Service Management (formerly Jira Service Desk) could certainly help you manage the requests you receive from the businesses you work with. Depending on how your work is structured, you could setup a service desk with a Help Center where you customers would be able see…

Only the knowledge bases linked to projects accessible by a user can be searched. A new customer will see the requests from the publicly accessible project (I would suggest creating a request type in your external project for "Request access"). When they click into a request, it will contains an additional required field…

Hey Casey, You do have an option here. You are able to se the Help Center as open, and then set internal projects to be restricted. You can do this via Project settings > Customer permissions > Service project access Change the setting to Customers added by agents and admins. Customers will be able to create their own…

Yes, the Send Email feature exists primarily for communicating with Users as opposed to Customers. It would be great to see your thoughts and use case in a feature request ticket over here - https://jira.atlassian.com/secure/Dashboard.jspa Cheers, Ben.

Sorry for the omission. An Org admin looks after a group of sites, they are responsible for cross-site users, billing, and overarching security settings. Org admins should be the rarest of all. This role has more capabilities when using the Enterprise edition of our products.

Hey again, Not that I am aware of, I have just conducted a test on my end with the 3 file types you mentioned and they are all passing through email into the ticket. I hope that helps Cheers, Ben.

Hey Jim, There are a few different types of administrators. Site, Jira, and Project. Each have different permissions. A Site Administration can do almost anything, and see almost anything, you should only have enough of these to maintain your instance. A Jira Administrator has control over creating projects, managing…

Hello, Is it possible that the attachment exceeds 10MB? Currently if the attachment exceeds 10MB limit the issue isn't created. It is something that we are evaluating, please head over to https://jira.atlassian.com/browse/JSDCLOUD-5999 and vote/feedback. Cheers, Ben.

Não falo português, mas respondi em inglês na sua outra pergunta. https://community.atlassian.com/t5/Jira-Service-Desk-questions/Attachments/qaq-p/1521369#U1522226

Hey Larissa, The only way this is possible today is by logging into the Customer Portal and opening them from the Request. There is an open feature request to be able to view attachments direct from email. It would be great to get your vote/feedback here https://jira.atlassian.com/browse/JSDCLOUD-3371 Cheers, Ben.

Hey Sergei, This capability doesn't currently exist. The best alternative would be to export a list of customer email addresses for communication in your favourite mailing tool. You can do this by going to the Settings cog in the top right, then User Management. In User Management select Jira Service Desk in the left…

Hey Sergei, Currently your best option here is to add a list of email addresses in the Add Customer panel in the Customers page. This will allow you to add multiple Customers at a time. Beyond that, there are couple of good feature requests for this topic. It be great to get your votes/feedback there. *…

This is an interesting idea. Would it still work if it went the other way? As in groups inside of an organisation rather than groups of organisations? If not already, as Yevgen suggested, please create a feature request, it would be good to see how much interest there is on a feature like this one.