Robert DaSilva_a432as Community Champion

Hey @Brydon Parsons , Welcome to the Community! There are two different ways to Share JSM tickets with other users, and it seems you’re using the Organizational Share options. This is enabled when you turn on the Organizations feature in JSM, and allows your customers to share tickets with other people in their…

Hey @Mayleen Watson , Welcome to the Community! I would recommend removing your email and phone number, as this is a public forum. You'll want to reach out to Atlassian Support directly on this, via support.atlassian.com. As community members, we don't have access to your billing information, only Atlassian can support…

Hi @STEFANIA SKOURTA , welcome to the Community! You should be able to change your billing details via the Admin Hub, or the Billing Console. You can access the Admin Hub via admin.atlassian.com, and you can get to Billing via admin.atlassian.com/billing. You will need to be a Billing Administrator to make these changes,…

@Antonia @No, the code is used by Atlassian to verify you own the email address you used to sign in. I don’t know if any way to disable the first time verification. 

Hey @Kay , it sounds like you're using the "TimePiece" Marketplace App to handle both the calculations and reports on your dashboard. For questions specific to that app, I would recommend reaching out to the vendor directly, it sounds like you've already identified the feature is unavailable at this time. I'd like to get…

@Antonia And are you noticing the request for verification every time you log in, or is it only showing up the first time. If the request only shows up the first time, it could be related to Atlassian Account verification, as part of the account creation process, and not something we can control. If this happens every…

Hi @Tess Baird , I'm seeing there is a "Contact Host" button on Events pages listed as part of the Community. Here's an example: https://ace.atlassian.com/events/details/atlassian-baltimore-presents-work-smarter-talk-less-how-teams-use-loom-virtual-event/ At the bottom of that page (after you log in), you should see a…

Hey @Tess Baird , welcome to the Community! While I don't think there will be a blanket "Yes" or "No" to your question, most Community events I've attended have had recordings available afterward for attendees. I also have gotten a few "Sorry we missed you" notifications for events I have been unable to attend. You might…

@Antonia Can you confirm the user you attempted to log in with is part of the "Members" tab in the Authentication Policy you just shared a screenshot of?

@Antonia Is the email you entered one that you have set up with your single sign on identity provider? The 2FA code is configured either as part of the External User settings I shared before, or as part of your Atlassian Guard settings. Please review both sections to ensure things have been configured to your needs. Guard…

Hi @Super Diego , this could be caused by a number of issues with your project. I'll try and list out a few common ones and we can go from there to troubleshoot what might be going on. * Each project has a "Permission Scheme" set up, where permissions are configured. One permission is listed as "Transition Issues". You may…

@Antonia Are you able to share a screenshot of the verification screen? That might help narrow down what settings need to be adjusted.

Hi @Antonia , do you mean that your users are getting a secondary requirement to verify their identity through an emailed verification code every time they try and log into the system? This could be related to the "One Time Passcode" settings configured for "External Users", as part of an external user security policy.…

@Antonia You need to ensure that the users you want to access the customer portal are granted the "Customer" license type for Jira Service Management in the Admin Hub. This is traditionally done via Group Membership, and as you indicated you have an Identity Provider configured, that would be the best place to start. I…

@Antonia If you already have SSO configured, and your internal customers are other employees of your organization, you should do the following: * Assign all "portal only customers" the Customer License for Jira Service Management. This is a free license and will not have any additional cost. This can be done through your…

@Antonia To be clear, you're referring to the "Allow portal-only accounts to be created for new customers accessing the help center" option, under "External", yes? This setting is specifically for external users, allowing them to create Atlassian Accounts that are automatically granted the "Customer" permission in your…

@Antonia I'm not sure I understand your concerns with your last comment. I would encourage you to review the following documentation related to Portal Only customers in JSM: https://support.atlassian.com/security-and-access-policies/docs/configure-saml-single-sign-on-for-portal-only-customers/ This feature is intended for…

Hey @Alexandre Reist , glad it worked out! Believe me, duplicate custom fields being the cause happens more times than I can count, and sometimes trips me up as well. Happy to have helped! Have a great day. Robert

Hi @ALFAPLAN s_r_o_ , this question would be better suited for Atlassian Support. I would recommend reaching out via support.atlassian.com. Unfortunately, this community is mostly non-Atlassian users, and as a result we won't be able to access any systems to restore your account. Cheers, Robert

Hey @teresa mckinnon , As part of Jira's default work log tracking, they allow for tracking the estimated time a task will take. This is captured as part of the "Original Estimate" custom field. Here, you can insert the amount of time you expect a work item to take, and Jira will keep track of that. Here's a great…

Hey @Antonia , Could you confirm if your internal colleagues have other Atlassian licenses (Jira, Confluence, etc), or are they only being granted the Customer permission for Jira Service Management? The "Portal Only Customers" SSO configuration only works for users that don't also have other licenses. For internal users,…

If we're unable to find a solution to the root cause of the problem, a workaround could be the following: Create a new read-only text custom field Create an automation that updates the value of this custom field every time the cascading dropdown field is updated Include this read-only field on the transition screen…

Hi @Alexandre Reist , To make sure I understand, let me try and rephrase your question. You currently have a JSM request type where your customers select a value in a cascading custom field. At some other point in the workflow, when you include this same custom field as part of a Transition screen, you're finding the value…

Hi @Manoj Kumar , I can see from your screenshot that you have Jira, JSM, and Confluence all under Enterprise plans, and Guard standard. Firstly, all users that are assigned a license to an Enterprise tier product are granted a Guard license at no cost (as this is included in the Enterprise plan). This means that there are…

Hi @Scarlett , I would recommend creating a new Question on the Community to ask about Forms export, as others might be more knowledgeable than me in that area. That said, I don't believe there is a way to bulk-export all form data. You are able to export form data on a per-form basis as an excel file. I don't believe…

@Eric Bjerke Happy to help!

One example of inferring data could be something like the reporter's location. JSM Assets can be used to hold user information, which can contain the person's office location, contact info, and more. This data can be auto-populated via API from your HR systems, or via your IDP. You can have automation rules set up so that…

Hi @Eric Bjerke , great question. I've found Forms are really useful for capturing more complex information out of your customers. That includes the use case you've already identified, dynamic inputs. There are a number of benefits to using forms: * You can collect a wider array of data types and inputs * You don't need to…

Hi @atripathi3 , welcome to the Community! According to what I can find, that CVE impacts Atlassian's Bitbucket products. I don't see any mention of Jira. https://jira.atlassian.com/browse/BSERV-14568 Either way, I would recommend upgrading Bitbucket if you have it, and upgrading Jira as well, to the latest supported…

Hi @Consuelo Nicoli , welcome to the community! What you're aiming to do can be accomplished through updating the permission scheme associated with a project. However, I would first like to clarify what you mean by "users can see" a project. Do you mean you want the project to be hidden from others, or simply that only…