Dwight Holman Expert

Update: this seems to have been fixed in April 2024.

Some of my team have reported a strange "Communications Breakdown" error when using the old experience. Atlassian suggested trying the new experience as a workaround. Has anyone else seen this?

@Yatish Madhav - I have been using the Shift+Alt+S shortcut to complete the transition dialog (on Windows) for some time. This seems to work on all Windows web browsers. Sorry I don't know if an equivalent exists on Mac and don't have one here to try. This is not as intuitive or easy as Ctrl+Enter but faster than mousing…

The blueprint is a nice idea; this only seems possible if we transition JSM to use new email addresses (not the current ones we use). Some more context: * We support distinct products (with different customers) and have separate support email addresses for each product. We intend to create a JSM project for each product -…

... also we don't need the full priority name, is there any way to show just the priority icon? This is a waste of space.

Is there a keyboard shortcut to complete the transition? I note some others mention a shortcut that works when the comment field has focus. But IMHO there should be a shortcut that works in ANY field. Shift+Alt+S seems to work on the old transition screen, but doesn't work on the new one.

After this update the filter results no longer fits all of the 'columns' - each time we load the dashboard we need to manually resize the columns to see the content. After using the resize column and save feature the columns seem to go back to the default size again. Also some columns won't go small enough (e.g. the issue…

Hi @Ingo Wenke - we are trying to do something very similar with JSM. After playing with the combination of options in JSM we're still not getting something we are happy with. Did you find a way to implement an onboarding process you are happy with?

One feature not mentioned here is that you can finish an edit in some situations using Ctrl + Enter: * Adding/Editing a comment * Editing description * Creating a new issue NOTE: * The Ctrl+Enter shortcut does not work from the Description field in the Create Issue screen. You can workaround that by moving to another field…

@ben - Maybe you've already answered this question, but here we go... I don't think JSM can do exactly what you have described. Can you explain why you want pre-defined text in your description field? Do you want to prompt portal users to answer specific questions or provide specific information? If you want to prompt the…

There is also an email that says something along the lines of "Just confirming that we got your request. We're on it." Would also like to change that. You can customize this... * Open JSM Project Settings > Customer notifications * Locate Request created and click the Edit link

I think you are right - there doesn't seem to be an option for this. There doesn't seem to be a backlog item for this either. You can disable the initial email sent when a user registers for access (via the portal): * JSDCLOUD-1708 Disable Welcome E-Mail to New Customers And you can customize the invitation email - when…

Depending what you want the following backlog tickets might be relevant: * JSDCLOUD-818 JSM should send reply or notification when mail handler cannot create or update issue * JSDCLOUD-988 Reply email to users who don't have Service Desk accounts and public signup is disabled, instead of silently ignoring those emails.…

We recently tested JSM for external customer support and found it did not work how we wanted (or expected). After discussion with Atlassian they confirm that JSM does NOT (as of mid-2024) respond to email from non-Customers unless the Customer Permissions > Channel access is set to 'Open'. NOTE: this assumes your JSM…

I have now setup and tested this myself. Based on our test the email blocklist only applies to email requests. Customers using blocked email domains can still register and submit requests via the portal, but would not be able to submit an email request. Not sure what happens if they post updates to an existing request by…

This has been implemented - JSDCLOUD-5614 is now closed/addressed. You can add DNS records to your domain that allow Atlassian to send email from your own custom domain. This is documented here: What are the steps for setting up custom email addresses? With discussion about notifications here: Send notifications from a…

As well as the answer from Jehan, Atlassian have a Labs feature for Company Managed projects to allow a Default Request Type to be associated with each Issue Type. Check out the documentation for more info: https://support.atlassian.com/jira-service-management-cloud/docs/choose-default-request-types-for-your-issue-types/

We're experiencing the same issue - it isn't just your instance.

We're experiencing the same problem - yes it looks like Jira Cloud is 'down'.

It seems that the portal triggers reCAPTCHA during user registration, and when logging tickets: https://confluence.atlassian.com/jirakb/google-recaptcha-error-when-submitting-new-ticket-from-the-customer-portal-1319249481.html The related backlog tickets remain open * JSDCLOUD-8217 Provide ability to turn on and off…

I don't know how long this has been 'broken' in Jira Cloud. Maybe it got lost in the 'new' view. We migrated from Server to Cloud in April 2024. It worked as expected in Jira Server. * You can submit the new issue using Ctrl+Enter in fields other than the Description. * You can submit/close a Workflow screen using…

Seems broken in Jira Cloud at time of posting. The board settings does have a Description field but hovering the quick filter button doesn't show it. Related: https://jira.atlassian.com/browse/JRACLOUD-82533

Is affecting my users also. I think it is due to this active incident: https://jira-software.status.atlassian.com/incidents/7c8832gjydnx Though the description is unclear. Atlassian are investigating.

Atlassian are tracking this as an open incident - subscribe here if you want updates: https://jira-software.status.atlassian.com/incidents/17kgss0q1lyg

Atlassian opened an incident in relation to this bug - you can track their activity on it here: https://jira-software.status.atlassian.com/incidents/17kgss0q1lyg

I reported this to Atlassian a couple of hours ago - they confirmed it is a bug and are now tracking it as an incident: https://jira-software.status.atlassian.com/incidents/17kgss0q1lyg

Hi Mike, Not sure if I'm missing something, but it seems the key piece in the puzzle is how Issue Types relate to Workflows. Suggest you read this: How do workflows, Issue Types, and Request Types connect? The Issue Type determines the Workflow which determines the valid Status values for the issue. This means you usually…

We have done this using the Tempo Timesheet app: How to connect Worklogs to a Tempo Customer Account But I'm not sure if it fully integrates with JSM Organizations - so you might need to manually set the Tempo Account field (or setup automation to do that). I believe other apps are available that do this. Or you could…

Almost all the changes announced here appear to be steps backward. Like other commenters, we have (for many years) been using the Switch to menu to provide our team with handy links to other apps we use. This is now gone - another reason for Jira Server customers to not migrate to Cloud. Atlassian has received customer…

We have a few people using Firefox 122.0.1 with Jira Server 9.4.14 - and a couple of days ago one of them started experiencing issues. Others using Firefox didn't have any issues. In our case the problem was resolved by following the workaround documented in JRASERVER-73706 and then restarting Firefox.