Mikael Sandberg Community Champion

You cannot change the verbiage, but a way around it is to add each approver as request participants, that way they will have access to the request even if they do not need to approve it anymore.

Here you go, use the Create customer request endpoint.

Only licensed Jira users can be added as users in a JSM project. Customers should only be added to the Service Desk Customers role in the project (this happens automatically if you add a new customer from the Customers tab). The new role that was added in admin.atlassian.com is there so you can control the user access…

Hi @Shimil Pulappady, Welcome to Atlassian Community! Yes, you can have parallel sprints and multiple boards within a single project, as long as you are using company-managed projects and have enabled parallel sprints. Team-managed projects only support multiple sprints.

No, it will not convert the html for you, but you can use a code block if you want include code in your answer. If you click on the plus sign you will see a list of different things that can be added to the rich text field.

Hi @Kristina Setkova, Welcome to Atlassian Community! The KB that you found only applies to Server/Data Center. In Cloud you cannot do this, instead you can use the rich text editor, or use markdown formatting. 

Yes, it is possible to set/change the security level on existing issues. If you go into the issue you should see a padlock up in the right-hand corner and if you click on it you should be able to select the security level.

Hi @Dan McLean, Welcome to Atlassian Community! You would need an app in order to do that, out-of-the-box Jira do not have field level permissions. The Marketplace have a handful of apps that can do this. 

The custom field we are using is just a single select field. I then have an automation that sets that field based on the assignee.

Have you checked the workflow to make sure you do not have a validator on the transition that requires that the time spent field has a value?

Hi @Bartosz Szeląg, Welcome to Atlassian Community! Yes, it is possible to set the request type via the API, what you need to know when doing it is the service desk ID and the request type ID. Both of these you can find if you go to the request type in the portal, the URL would look something like this:…

So my team is divided like that and what we use is a custom field called tier that is set based on the assignee. We also have an automation that auto-assign new requests based on a on-call schedule in Opsgenie. 

Yes, that is possible with the use of automation. Here is an example from the automation library in Jira

Correct, agents do get access to the above, and currently there is no option to give an agent less access then above.

No, agents get access to the project and specific JSM features like being able to reply to the customer. Project admins can configure the project, but would need a JSM license in order to act as an agent. Site admins can manage users, groups and product access within your organization (not just for JSM but all of your…

Just to add to @Sreenivasaraju P answer, and it is correct that you cannot give users only access to a page (Atlassian are working on public links that would allow anyone to view a page without access to anything else), one option would be to add your external users as guests in Confluence. You would still have to give…

It does affect boards located within the project, and here is an example: In the Charley project there are two boards After the project has been archived non of these boards are visible if you search for them and if you access the direct link to them this is what you will see

You can read more about the new experience in this article.

Correct, but the project issue view is different from the All issues view. The project issue view is based on the new search experience. Hopefully by the time the all issues view is replace with the new search experience it will have the those two options to export too.

Hi @Louidgie Theoret, Welcome to Atlassian Community! The number of app licenses has to match the number of Confluence licenses that you have, you cannot add an app for a subset of users. So if you have 100 Confluence licenses you have to buy 100 licenses for the app you want to add.

No, there is no option to make them the same. The reason why you have two additional export options is that in the all issues view you can configure what columns are visible in that view, and that is what those two export options are covering. 

You would need an app to work around it, I believe Scriptrunner can do this for you.

No, you cannot limit the group picker field to a subset of groups like you can with a user picker field. 

Archiving the project will also archive boards that are located within that project. Filters do not live within a project so they will not be archived, but if you access the filter it will return an error message saying that the project does not exist.

Hi @Teodora Kirova, Welcome to Atlassian Community! Does the HR request have any required fields besides the summary field? Emailed requests cannot have any required fields, so if any other fields besides the summary are required they will not show up when you are selecting the request type. 

Hi @achan451, Welcome to Atlassian Community! It sounds like you are receiving invites to to join an Atlassian instance, and if that is the case please forward the emails to https://www.atlassian.com/trust/report-abuse so that Atlassian can take action on it. 

It depends on how you want your users to access the project. The intended use for JSM is that only agents are accessing the backend of the project, and everyone else are using the portal to access their requests. And that is what the project role Service Project Customer - Portal Access is for. In JSM you only pay for…

There are a couple of ways to get to the new search experience, depending on what project you are using. In JSW if you go to the project and click Issues on the left it will take you to it. From here you can either use the Basic search to get started and then switch over to JQL (Advanced) Or start with the JQL directly.…

Hi @Justin Wong, Welcome to Atlassian Community! You would either need an iPaaS that would allow you to connect Workday to Jira via the REST APIs, your other option would be to use the OnLink app in the Marketplace. 

Correct, Service Project Customer - Portal Access gives you access to the request via the portal only. If you want customers/requestors to have access to the requests from the queue they have to be added to the service desk team role in order to add external comments. If users that have access to Jira you can add them as…