Rebekka Heilmann (viadee) Community Champion

Do you have any Service Projects configured on your site? I was thinking maybe it's issues that have been moved from one project to another... Wouldn't result in that behaviour though as you would have to change the Request Type on moving the issue. Other idea: Someone configured the Request types and then deleted them…

Hi @chanbeom Park and welcome to the Community, but some of them aren't aren't what? What permission do you want to check? Space level permission? General access to Confluence/Product license? The Data Center API is documented here: The Confluence Data Center REST API

Interesting... Are they maybe old Request types that have been deleted? Or do you see plenty issues with the unknown request types? Stupid question... but you are in the FAST project settings? :-)

Hi @Raunak Maskay i am assuming, all the Customers are sorted into one Organization in JSM already? If not, check out Group customers into organizations | Jira Service Management Cloud | Atlassian Support first. Once they are in one Organization they can choose to share their Requests with their whole Organization while…

Hi @Ayush Lawania Can you make sure that in the project settings, you don't have any other Request Category configured? You're screenshot doesn't show that - did you screenshot the complete Request type table or are there entries below that?

Hi @Raunak Maskay You cannot change the project type after creation. Therefore you need to create a new Company Managed project and then bulk move all your issues into the new project. You will see that change in the history but also any changes that happened before that, so yes, the issue history will be preserved. Just…

Awesome feature for all those companies that refine their work items in the comment section ;) Can we get some info on the impacts on API and Automation like @Bill Sheboy and @Yatish Madhav already asked?

Hello @Seher Kazanci and welcome to the Community, we can't tell whether your permissions have changed or not from here. Can you see all the other tabs and infos on admin.atlassian.com?

Hello @[deleted] and welcome to the Community, have you created any sites with this account? Then you would be the admin of those sites and also the billing admin, until the sites are deleted. You can go to admin.atlassian.com and check whether you can access any sites as admin.

A bit late to the party but this is still super helpful in 2025 ;) just got asked about this by one of my colleagues and was able to provide the answer within seconds thanks to this article!

The Rollout is still not announced in the Product Updates section on admin.atlassian.net - still no answer on my previous question regarding the dodgy timeline either. I don't even criticise the new UI, but at least do the Rollout properly and don't just surprise Admins overnight. I can't enable my users before the Rollout…

The timeline for Standard editions doesn't pan out, or does it @Varsha Patel ? We won't be able to Opt-In/try out until Mid-April but will probably get the enforced rollout in Early April already? I myself have access to multiple sites that already have the new UI but my users aren't so lucky. Also - is there any official…

Hi @Sachin Guttala do you have any Marketplace Apps installed, like Scriptrunner, JSU or similar? You would need to add a condition (this will "hide" the transition if condition if not met) or a validator (you can show a message to the user if validator fails) to the respective Workflow transition. However, in vanilla Jira…

Thanks @Bill Sheboy for testing/confirming - so it would at least be another workaround to use the Web Request. The lovely @Darryl Lee also made me aware of the original question referring to Web requests rather than Automation actions. So two options for filling the description field with a pre-defined ADF-formatted text…

My question was not about updating the field in general but specific to updating it with the ADF format. See the linked question for reference. This was the accepted answer in the other question and i am quite sure this has worked for me in the past but it now doesn't. { "update": { "description": [ { "set": { "version":…

Hi @Dave Mathijs I don't think you can access them directly through smart values just yet. However, you can access the Org. Detail fields via API: The Customer Service Management REST API With the result from the Web request, you'd need to fill a field that is searchable by JQL as I am not aware of any "set SLA goal"…

So you have two accounts with two different emails now? a) whoever has claimed the account's email adresses domain in an Atlassian Org. So if the Account you're using is abc@test.com then your account is managed by whoever claimed the test.com domain. That can usually only be done by the people actually owning the domain.…

Hello @Bob S and welcome to the Community, I'll escalate your issue with the Atlassians on this Forum, they may be able to help you. Notification Emails come from different addresses than the Account related Emails so they are not nessecarily related.

Hello @Wanpichit Sriwichai and welcome to the Community, note: this is a public forum so I would advise against posting any email addresses. Noone on here can help you with IP adresses nor firewall settings. You will have to contact the site admins of the site you posted. I doubt the official Atlassian support would be…

You can click into the "Parent" field in the Child issue and simply change it.

You want to rename the "Parent" field? This is not possible as it's a system field and all features related to the linking between issue hierarchies is connected to that field.

Hi @Shawn_Giese i don't think this is possible with the Customer notifications alone. In automations you can style emails with html so might be able to do some magic there. With Apps like Email this Issue you can for sure add Actions and buttons and all sorts to your Emails. Not tried it within Customer notifications -…

Hi @Laetitia and welcome to the community, You need to convert the Subtask to a "normal" leveled issue type first - you can do that in the actions menu (... three dots in the upper right corner) > convert to Issue. You should then be able to change the issue type by clicking on the type icon or by using the "Move"…

Well in that case I don't know of any way to restrict knowledge base articles as you cannot restrict Confluence content to Organizations from within Confluence - Confluence only knows named Users and Groups. The only thing you can do is restricting Request Types to Organizations and then limit the kb articles shown in that…

That shouldn't happen. Can you provide a screenshot of the UI where you add the customers? Also double check your product access settings - does the Customer possibly belong to a domain that you automatically add as Jira users?

Hi @Lukáš Kabíček and welcome to the Community, there are multiple things affecting what you describe. For one, you are probably inviting users via the admin.atlassian.com UI. You cannot add Portal-Only Customers from there. To add Portal-Only customers you will need to navigate to a JSM project and go into the Customer…

Hi @Enza Moretti and welcome to the Community, are the Customer Groups actual Atlassian groups that you manage via admin.atlassian.com ? In that case, you can restrict articles/branches in the page tree on specific Customer groups. You do need a full Confluence license to do so. I don't think you can use categories for…

Hi @Ayoosh Gupta and welcome to the Community, could you provide screenshots of the rule (actions) that you got so far? That always helps with analyzing where it goes wrong.

You are right - Deactivating is possible indeed. So in the same view (Managed Account) Deactivation is possible for some but not for all accounts? Do the respective Accounts have special permissions of some sort? Org Admin, Site Admin?

Hi @Alfredo Lagrosa Are the Accounts "only" managed or also provisioned through Atlassian Guard? Do you have an external User Directory connected? In that case, you need to deactivate the User in your User Directory and can only Suspend Access in the Atlassian Administration.