Brant Schroeder Community Champion

@Veruska A knowledge base is just a Confluence space. You can just create a Confluence space and your knowledge base information in that space. When you setup your new service desks knowledge bases just associate them with this space.

I have escalated to Atlassian. They will be able to take a look on their end and hopefully see what is happening.

@Eric R Hartway Have you reviewed this https://confluence.atlassian.com/jirakb/xsrf-security-token-missing-errors-in-jira-8-4-0-and-later-1032258314.html

Ok it looks like her account is not verifying for some reason. Has she tried a different browser to see if that makes a difference. 

can you provide a screenshot of the notifications page above and the email configuration page under channels on the service desk?

@Harvey Kennard When you login do you sign in using an Atlassian account or do you sign in using Google, Microsoft or Apple? Have you tried clearing the apps cache and starting over to see if that makes a difference?

@Vera what changes did you make before this issue occured? Did you recently update anything?

@ss I would suggest clearing your cache and seeing if that fixes the issue. I will escalate this to support because in the past this has occurred when there are issues with the hosting. Let me know if clearing your cache does anything.

@Matt Benett I don't have 8.15 installed yet but have seen this before on a different upgrade. My guess is that this is not a new feature and you should check this https://confluence.atlassian.com/jirakb/suggestions-not-working-for-user-picker-field-in-jira-server-280068827.html and see if this fixes the issue.

@[deleted] You can create whatever issue types you would like in Jira. Someone at some point create a program issue type and an initiative issue type in your instance. I would assume that they have something to do with how you run your projects and would relate to projects that are part of a program or are a program and an…

@Sharyn Schmidt It is most likely happening via an automation when the issue is created. Take a look at the automations on the service management project and see if it is occurring there. In the project on the left hand side menu you can click on project settings and select automations. You might have to look at them to…

@Marin Palmer Jira has some asset apps that you could maybe make work for what you are trying to do. You could also make an issue type and custom fields to get your assets into the system. Take a look at what is out there here: https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=asset

@Matt Steadman Currently there is not an option to make a comment required on the service desk portal customer transitions, I believe that this is noted in the documentation. The following feature request tracking interest in this as a new feature, please make sure to follow and add a vote to the following feature request…

@Susan Becker That is a great recommendation and you should suggest it here as a new feature request. I was not able to find anything like that already. https://jira.atlassian.com/secure/Dashboard.jspa My guess is since the editors are different and the applications are on separate code bases that is why it does not keep…

@Angelica Hernandez I would suggest providing them with the portal link of the issue it would look something like this https://YOUR ATLASSIAN URL/servicedesk/customer/portal/YOUR PORAL NUMER/ISSUE NUMBER This way when they click the link they will be able to see the issue in the portal if they are the reporter or request…

@Jayme Rabenberg Welcome to community. Where is the issue in the workflow? Can you share an image of the workflow and the status the issue is in. It has to be something with the workflow and I would suggest looking at the workflow on the issue to see what is going on.

Tempo Time Sheets has gadgets to display time. Tempo Budgets shows information about financials. You should look into that product for financial information.

@Jinho Lee If you have the DB you can find the last version that you had and this is what you will want to install to restore. SELECT TOP 1 BUILDNUMBER FROM CONFVERSION ORDER BY INSTALLDATE DESC; Once you get the build number you can find it on this list to find what version you need to install.…

In the upper right had corner there is a gear they will need to click it and select system from the drop down menu. Once they click system they will need to select Global Permissions from the left hand menu. On this page there will be a browse user and groups. They can review which groups have access to do this. They need…

Looking at the screenshot again and translating it she is being requested to verify her account which is different then 2 step, sorry. Is this an account she setup or was it setup by your company?

On the jira instance you will need to have browse user permissions at the global level. They should start there first.

I would suggest working with your Jira administrator to ensure that your permissions are setup correctly for mentions to work.

Since the mail handler pulls email via IMAP depending on the mail server and how the rule is executed mail server the email might get picked up by the Jira mail handler. I think the probability is slim but it could occur. The only way would be to test with your configuration.

Are you the Jira administrator?

@Criss Martin In order to reply to the customer the users must have a service desk license. Sounds like they all have Jira licenses but are missing the service desk license. You can manage product access by following the information here: https://confluence.atlassian.com/cloud/manage-application-access-744721629.html Once…

@Terrence Louis Does the email hosting that the business email is on have filtering in place that could be picking up the verification email? Could they be blocking certain IPs? Can you check with your IT team first to see if there is something that is preventing it from reaching you. Why you do that I will escalate to…

@Teena I do not know of any way to do this in cloud via JQL. I can escalate to Atlassian for you to see if they can pull this for you again. I would suggest that you consider upgrading to a payed plan you get additional features and substantially more space.

@Juan Bau It sounds like she has two step verification enabled on her account. https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/

@Bruno Farace - See my answer here: https://community.atlassian.com/t5/Jira-questions/Does-an-Out-of-office-reply-stop-Jira-tickets-being-created-via/qaq-p/1647982#U1648075

@Bruno Farace The out of office reply would not stop the emails from creating tickets in your project. If you were to place a rule that moves the emails to a different folder then those emails would not be picked up by the mail handler. There is a chance that the Jira mail handler might be pulling emails as one comes in…