Andy Heinzer Atlassian Team

Check the user account's application access. It is possible that you activated the account, however if that user does not have application access to Jira Core or Jira software, the user won't actually be able to access those specific parts to the site. For example if he's expecting to see/create a board, he will probably…

Hi Michiel, You should still be able to login with the anonymous admin account that does not count against your license limit by going to http://<FECRU_URL>:<FECRU_PORT>/admin/admin.do In addition to that URL, you can also follow the steps in How to reset the Administration Page password in FishEye or Crucible to reset the…

Given the screenshots you have provided, it looks like this user has the correct Browse permission. Which appears to be set to that one project. However if they can see the other projects in the create issue screen, then this is likely because the user still has the permission to create issues in those other projects.…

Creating boards is a feature of Jira Software. Yes it is possible you have only Jira Core, or Jira Service Desk, these two alone can be run without Jira Software which in turn could prevent you from creating a board. And if you do have Jira Software installed and licensed here, then the next step is to make sure that your…

In a Server deployment of Atlassian's products, you control the application. In Atlassian Cloud, Atlassian controls all aspects of this and manages it for you. But in Server, you are responsible for managing your own equipment, performing upgrades, etc. The major benefit to server is that you have total control over your…

Also sounds like it might be indexing problem. Commonly reported as data is missing, but in fact the data still exists in the database, you might just need to rebuild the indexes to be able to see it again in the web browser. But depending on which platform is in use here (Server vs Cloud) will determine the next steps to…

It sounds like you are using the project import option to try to restore the project settings. That actually won't work 100% in regards to restoring all the project settings. The project import is designed to import issues in a project. It does not actually have the ability to import configuration settings like workflows,…

Hi Rusty, It looks like you already found a solution here. But just in case other users find this post later, yes you can just use the Jira Software installation package to upgrade both Core and Software at the same time. You can download this from https://www.atlassian.com/software/jira/update Please note this installer…

Even if you can't find the correct license there, for the sake of completing the upgrade, you can temporarily create a new evaluation license for that product on that page: https://my.atlassian.com After the upgrade is complete, I would then recommend digging deeper into this to figure out which user has the correct…

Do you see any errors in the $JIRAHOME/log/atlassian-jira.log file when this happens? I suspect that log file might provide some more details about why this isn't working. Just from a speculation, I would recommend checking out this related post:…

Is this for Jira Service Desk Cloud or Server? If this is Server, could you please let us know what version of Jira Service desk this is? Could you also clarify on the behavior here? What happens exactly when an issues is created with both ABC and MNO components? Is the issue following the SLA rules for ABC? Or is it…

Hi Jason, Sorry to hear that the built in reporting options are not meeting your needs here. Perhaps there already exists a 3rd party solution in our marketplace that can help provide more options here. Have you see the plugin Ovyka Satisfaction for Jira? While I have not personally used this plugin for Service Desk, it…

It might be possible to find this information via the Jira REST API, however the public rest endpoints don't appear to have this information. Instead I believe you would have to make a REST call to a private endpoint. These are not always documented very well, and could be changed at any time within Jira. But that said I…

Are you using Jira Server or Jira Cloud? Depending on your platform will really determine what options you have to tackle this problem. For Jira Server, I would recommend starting with this KB: How to Strip the Old Reply Data from Incoming Email When Using Outlook However if you are using Jira Cloud, you cannot follow…

It depends on if you had Jira Agile installed. If you have never installed Jira Agile to this instance, then you actually do not need to install Jira Software at all during this upgrade process. Instead you can just use the Jira Core/Jira Service Desk installation packages to update those components. However if you had…

Before you jump to the resolution steps, with that KB, it is really more important to walk through the diagnosis steps in order to better understand why you are getting this error. The general concept behind why you see this error is that the Jira Application cannot connect to it's own base URL. But there are lots of…

Did you recently upgrade this instance? Or is this a new installation? If this is an upgrade, could you let us know what version you upgraded from? Even if this is not an upgrade, there are possible problems that can happen when setting up SSL and/or a proxy with Jira if you are not using the correct settings in Jira.…

Only your account's Billing and Technical contacts will have access to your license key. I can't tell you who that might be within your organization. However when that user logs into https://my.atlassian.com they should be able to see this new license key there. In the meantime, you can generate an evaluation license on…

I presume you are probably following this guide: https://confluence.atlassian.com/enterprise/traffic-distribution-with-atlassian-data-center-895912660.html I believe there is a way you can see if these REST API calls are being diverted as expected. Try these steps: * Login directly to the specific node that you want to…

Hi everyone, I just discovered that this is actually a documented bug in the current Atlassian Troubleshooting and Support Tool plugin that comes bundled with Jira. There is a bug ticket for this in https://ecosystem.atlassian.net/browse/ATST-789 It appears that several versions of this plugin are affected by this bug. I…

You can customize the customer portal to add some certain field types to the request types. But to do this, you typically first have to add the field to the screens of that specific issue type. From there you can then follow the steps in Configuring request types and workflows in order to select which fields that exist on…

Hi, I see that you are looking to find the names of all the boards that exist in Jira. Boards though are not always bound to a specific project. Only when using Jira Core boards, or a next-gen project will there only be a single board for that project. Whereas in any classic Jira Software project, there can be multiple…

Hi Kim, At the current time, I don't believe it is possible to change this within Service Desk natively. There is a feature request still open where some other customers have requested this ability. Please see https://jira.atlassian.com/browse/JSDSERVER-702 for details. As a possible alternative, it might be possible to do…

@ferconsigli interesting. Could you let us know more about your Jira Server deployment? Such as * What is the system default language set to, Spanish? * Is your user profile preference also set to Spanish? * Do you have any modifications made to Jira's input time formats? See Changing the Due Date Input Format for more…

I think the desire here is to see the editor of the issue. So if a user updates a field, they want to see via JQL a means to search that information. the problem here is that Jira's JQL does not return user accounts. It returns Jira issues. In turn it can return any field on that issue. But that typically limits the user…

Hi Sean, There is a helpful document that explains Atlassian's Cloud storage policy. 25GB of attachments is pretty much the max for a Jira Cloud instance with 500 or less users. There is another tier for Cloud instances with more users. It is not possible to store these on an alternative service to the best of my…

We do have a guide on how to perform this task in our documentation at Switching databases. This guide explains how you can use the XML backup method in Jira to take your existing data an then import this into a different database type like mysql. Please let us know if this helps, or if you run into problems with this.

If I recall correctly, Jira has a built in mechanism to prevent you from assigning issues to users that have never logged into the system. The reasoning behind this is that you really don't want to assign issues to someone that has never been able to login to that site. Consider that any issue assigned to such a user would…

There is not a native way to do this with Jira. But you might be able to use a plugin like Issue Merger for Jira as an alternative way to handle duplicate issues.

You are not expected to be able to update the Original estimate of an issue that already has some time logged against it. However you can adjust the Remaining estimate anytime that you log work against the issue. You can follow the steps in Logging work on issues: Setting a time estimate for an issue to see how this can be…