Andy Heinzer Atlassian Team

When you do a complete system restore, this restores all the data in the database. This includes the previous applink configuration. Since applinks are reciprocal, this information about how these applications are linked is being stored in both the Jira database and the Confluence database. What I would recommend is that…

Interesting problem, thanks for posting the steps you took to recreate this. I have a couple of ideas about what might be happening. Since creating an issue in Jira via the Create button causes this to work, but creating the issue via the customer portal does not is telling. You will notice in Jira when you create issues…

Hi Dennis, I found a related thread on this topic over in https://community.atlassian.com/t5/Jira-questions/Scripted-Post-Function-to-create-a-subtask-for-each-member-of/qaq-p/234312 While this script looks to be for Jira 6.3, there are other comments below the accepted solution that indicate you can update this script to…

Hi Paul, I was able to partially reproduce this problem. In my setup I used the Group picker custom field value, and had it select a group picker custom field. I also configured that custom field to have a default value (of jira-administrators in my case). I then added this permission to both Create issues and Browse…

Hi Justin, Thanks for responding in the support case. Before I could look at your update, it looks like you already found the solution. Just in case other users might encounter this same problem I believe the issue was in regards to the dbconfig.xml had a <schema-name>PUBLIC</schema-name> tag in it. This is appropriate for…

When you restrict a customer portal on service desk, it does just that. Access to that service desk is restricted to your JSD agents, and only customers that have been added to that specific project. That is how it is supposed to work. I understand it can be very tedious to try to invite each user one by one, however when…

Hi Rob, I understand there are problems with trying to connect an Office 365 mailbox for use by Jira Service Desk. However we're likely going to need more details about the error(s) that exist in the logs when this happens. I would recommend trying to set this up once more in Jira, let us know what settings you're using (a…

Jira's JQL can't perform searches for fragments of words. Instead Jira has to search for whole words. This is a known limitation explained in https://confluence.atlassian.com/jiracoreserver073/search-syntax-for-text-fields-861257223.html#Searchsyntaxfortextfields-Wholewordsonly In this case, since the word 'security' is…

My first thought was in regards to this other users permissions and whether or not they have application access to Jira Software which would be required to create epics. But from a quick search of this issue I found two other reported issues with this same error: *…

Please let me know what documentation you are referring to. I just walked through this process in my own test instance and I was able to create a custom permissions scheme that does not grant the Create Issue or Browse Issue permissions to the "Any logged in user" role. Instead I set those permissions to only allow for the…

Hi Justin, Sorry to hear this did not go as expected. If this is a production instance, you should just be able to stop Jira, run the config tool again and select the previous database, save, and start Jira again. But regardless, I would like to gather more logs from your instance so that we can help troubleshoot this. I…

Cloud has a shared userbase between applications like Jira Service Desk and Confluence. So that option is possible in Cloud. But in Server, we don't know if that is the case or not. It might be the case, but the applications don't necessarily know this setting. This feature was originally implemented and designed for…

I am not sure I am understanding exactly what you are looking for here. You could add the remaining estimate to appear on this "Assigned to me" dashboard gadget: And when you add this remaining estimate, you can then see how much time is estimated that remains on that issue like so: Perhaps this helps? I can't help but…

Hi Sarah, We are aware that there is no time tracking options on the create screen of the Jira mobile view at this time. There is a bug ticket to track this over in https://jira.atlassian.com/browse/JRACLOUD-67747 I would recommend watching this issue for updates. Should this become available in a future revision of this…

I could not replicate this when I would raise a request and invite a new users. In my instance this does add the new email address as a customer, but this user has not agent access, nor access to the main Jira login. My thought was that perhaps this new user was automatically getting added to a new group, and perhaps this…

In order for a user to see or interact with a Jira Software board (such as kanban or scrum), that user needs to have Jira Software application access first. Without this the user cannot access any of these board features specific to Jira Software. Steps on how to do this are in…

Within native Jira, I don't think this is currently possible. However I believe that you could use a 3rd party plugin like Adaptavist's Scriptrunner in order to create a scripted validator. While I have not done this personally for a validator, I did do something very similar using Scriptrunner for a workflow condition in…

Hi Erica, Jira's JQL can't perform searches for just a single character, or for fragments of words. Instead Jira has to search for whole words. This is a known limitation explained in https://confluence.atlassian.com/jiracoreserver073/search-syntax-for-text-fields-861257223.html#Searchsyntaxfortextfields-Wholewordsonly…

Hi Justin, While it can be common to see this health check warning, that specific error you seen when creating an issue is not common. In turn it could be an indication of other potential problems here. I think it would be best to try to follow these steps as a means to make sure that your data and your database is using a…

Hi Milena, I did some more research on this issue and I came across an existing feature request specifically for customizing the login page in https://jira.atlassian.com/browse/JSDSERVER-330 From reviewing the comments there, it looks like there are a few different plugins that might help with this. This comment:…

So, I also had to do some learning about this too. I'd recommend the wiki page on Date and time notation in Thailand just for some background on the differences. Since it appears that the license thinks the year is 1475, I think this coincides with the 543 year offset between the Buddhist calendar and the Gregorian…

I have seen this kind of error before with another user that had the system regional locale set to Thailand. I suspect that there might be a different calendar on systems with that local region which might be why the license believes it has expired. Perhaps you can get around this problem by changing the calendar on the…

If you want Service Desk to be accessible on a different subdomain than your Jira Core/Jira Software site running on the same Jira install base, I would actually recommend following the KB: How to customize customer portal URL in JIRA Service Desk Server It was specifically created for Jira 7.x and Service Desk 3.x…

As a general answer (to the title of this post), there is some customization that can be done to the layout of the customer portal, but this is limited in nature. The ways you can change certain aspects is explained better in Configuring the customer portal. In regards to the specific questions: At least within the native…

What version did you upgrade from for both Jira and Jira Service Desk? The service desk version you must be running with Jira 7.7.1 must be a 3.10.x version, but if you were previously running a Jira 6.x version, it's possible you could have been using a much older version of Service Desk. There were lots of changes made…

Sorry, I cannot login to this link you have provided to try an test this. Both in mobile and desk form, I am being prompted for a username/password to reach this site. Is that the problem at hand here? Could you please explain in some more details the problem here? * Is this working correctly from a Desktop platform? *…

That sounds strange. If you see the field appear for a split second when the page is loaded and then that field disappears, it sounds like you might have some kind of custom java script that is hiding the element on the page as it is being loaded. But if that happens within Jira natively, then you would have to have this…

The documentation link you cited is actually for Jira Portfolio Server. Not all the server documentation will apply to our Cloud platform (and vice versa). There does not appear to be an exact page on the Cloud documentation for that specific link, but the closest I could find is this link:…

Hi Milena, Configuring the customer portal has information on the different aspects that can be customized within your Jira Service Desk version. Not every element on the page can be customized with these settings, but you can customize a number of options within the page. Please let us know if this helps. Regards, Andy

Request type is a Jira Service Desk specific field. So I would expect the destination Jira instance to have Service Desk and this destination project should also be a Service Desk project, otherwise I am not confident that Jira can store this information to those issues during the import. But in addition to that, there is…