Angélica Luz Atlassian Team

Hello Jaime, Welcome to Atlassian Community! Testing on my mobile some Service Desk ticket, I was also not able to change the Request type. With that said, I'm afraid to say that this is currently not supported. Based on your question, I created a feature request suggesting the implementation of this ability: * Ability to…

Hello Yasmeen, Thank you for reaching out to Atlassian Community! When working on a next-gen project, tickets that have a resolution are the ones considered "Done". With that said, if we move some tickets to the very last column, a resolution will be added, but if after that we add a new column as the last one, the…

Hello @Chris, Thank you for reaching out to Atlassian Community! The color for avatars is chosen based on an algorithm and it's not possible to change that. There was a feature suggesting that, but it was closed since it's possible to upload your own avatar. * Users would like the ability to change the First Initial Avatar…

On the customer portal, it's not possible to add dynamic fields. This is only possible using some add-on. You can find some examples here. There is a feature request suggesting the implementation of this ability: * Use of dynamic fields on forms Please, click on vote and watch to receive future updates about the feature.

Hello Manuel, Welcome to Atlassian Community! When changing the order of subtasks of an Epic, it will also be reflected on the Roadmap. If that's not the case, can you please give us more details about where the subtasks are not being reordered? Regards, Angélica

Hello @Andrew Taylor, Yes, once the account is deleted, the only way for the customer to access again is by inviting them. Once this is done, they will have a different account ID, but using the same email address, the tickets they created previously should be associated with this account again. If you only revoke their…

Hello Thomas, Welcome to Atlassian Community! Regarding the feature request JSWCLOUD-16978, and also other features, there are no ETA of when it will be implemented. For more details about how feature requests are implemented, please check the documentation below: * Implementation of New Features Policy Regards, Angélica

Hello Carolina, Thank you for reaching out to Atlassian Community! When creating a Service Desk project, it's possible to add agents (users) to work on tickets and also customers. Once customers are added, they will be able to access the customer portal or send requests via email. Below is the complete documentation where…

Thank you for the details, Devyani. Checking the options available in Jira, maybe you can use the Pie Chart. It's a simple one but it has better visibility. This chart doesn't have the option to filter by month, week, or year, so it would be necessary to add this on the JQL to filter. Otherwise, if you need more complete…

Thank you for the details, @Matt. You can use only one project and only one queue. In this case, since it will be 10 to 15 products, you can create a Select List (single choice) custom field and add the list of products for the customer to select when creating a ticket. Make this field required to make sure they will…

Hello Jonathan, Thank you for reaching out to Atlassian Community! When using Approvals, the approvers will receive notifications once they are added to the ticket. Approvers are customers on a ticket, so if a ticket is created using the email channel, customer portal, or created directly in Jira with a Request type, the…

Hello @GameDev, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to know the steps you followed to remove the tickets from the Roadmap. Testing on my local site, I deleted some issues from the Roadmap and it was also removed from the Backlog. Also, you don't need to delete one by…

Hello Alex, Welcome to Atlassian Community! On Jira Cloud, users can join by themselves if the site administrator allows it on the User management page or they can join by being invited. So, the answer to your question is that they can join using both options, it will just depend on what the site administrator wants. The…

Hello @robbash, Thank you for reaching out to Atlassian Community! On Jira Software Cloud there are Classic and Next-gen project and the Epic links are different for each type of project. Epics in Classic project will show as the "Frontend" label and in Next-gen, the Epics will show as the uppercase tag, like the…

Hello Brent, Welcome to Atlassian Community! Testing on my local site, I added a text on the Description and selected random words and both of the shortcuts worked. In my case, I'm able to test only with Mac using the Command+B and Command+I. Just for a better understanding, are you using the new or old issue view? Have…

Hello Bin, Thank you for reaching out to Atlassian Community! When using a Date custom field, the only way to restrict the date range is by using two Date custom fields, so it's possible to add a validator to compare both dates. In this case, unfortunately, it won't be possible to prevent them to select today's date or…

Hello Maria, Welcome to Atlassian Community! I added Zeplin on my test site and it was visible on the Web version, but it was not visible on Jira desktop app and Jira mobile for Android, so I'm afraid to say that it's currently not supported. I didn't find the tag to add here in community for them to find your question, so…

Thank you for the details and screenshots, Roman. The issue you are facing was reported as a bug: * Transitioning issue on new issue view will cause development panel to go missing On the bug, it mentions that refreshing the page it shows the development panel again. Also, since you are using a Classic project, another…

Hello again @inspirednz After testing again on different projects and browsers, I created a bug because even with some data, the new reports are not loading correctly. - New reports not showing correctly in Service Desk Free sites Please, check the workarounds on the bug ticket and also make sure to click on "This affects…

Hello @inspirednz, Thank you for reaching out to Atlassian Community! Testing on my local site, I was able to replicate the same issue. I created four simple reports to show "Created" issues and if I navigate to another page and go back, the reports were not appearing, just like you mentioned. Checking the database of my…

Hello @Matt, Thank you for reaching out to Atlassian Community! When using Jira Service Desk, a customer can have access to one or multiple projects, it will depend on the configuration on each project. On an SD project, the administrator can allow any customer to access or limit it to customers the admins manually add.…

Hello Yahya, Welcome to Atlassian Community! When using Epics, it's expected that it won't be visible on the Board. Per the details you provided, since you are using Roadmaps it means you are using a next-gen project, so the right place to manage the Epic is the Roadmap. On a next-gen project, the only way to see Epics on…

Hello Bhanu, Welcome to Atlassian Community! Checking the information about your account on the site, I can confirm that you were added to the default group of Jira Software, so you should be able to access the Projects' page. I can see that you also have access to Confluence, are you able to access Confluence normally?…

Hello @Apolo Rodríguez, Welcome to Atlassian Community! Searching for this error, I found some related tickets about an incident, but it was a while ago and it was fixed. Just for us to better understand and help you with this issue, I would like to know if it happens when you scroll down to view the child issues or when…

Hello Devyani, Welcome to Atlassian Community! When using Jira Service Desk, it's possible to create custom reports and filter tickets by priority. You can create one report for each priority or add a series for each one. You can go to Projects > Select the desired project and access the Reports menu. * Discover new trends…

Hello Roger, Thank you for reaching out to Atlassian Community! On Jira Cloud, currently, there is no option to configure dynamic fields. The values added on checkboxes and dropdown fields are static and can't be changed depending on another field. There is a feature request suggesting the implementation of such ability: *…

Hello Francisco, Welcome to Atlassian Community! On Jira Cloud, when creating a Classic project, it's possible to use the "Shared configuration" option that will copy some settings from the original project. This option is currently not available for the Free plan. The project won't have a board, so you can create a…

Hello Roman, Welcome to Atlassian Community! The Development panel is a field that appears when we link it to BitBucket, it's not a field that we can add or remove as other custom fields. Just for a better understanding of the issue, are you using a Classic or a Next-gen project? Are you using the new issue view? When the…

Hello Verônica, Thank you for reaching out to Atlassian Community! Searching for similar cases, I didn't find any use case that uses Jira Core for Customer Success. If you want to allow your customers to create tickets and communicate with them, the best option is to use Jira Service Desk that has a portal where customers…

Hello @bcrean, Thank you for reaching out to Atlassian Community! Yes, if a customer already has an Atlassian account, when migrating their account it will just make them an internal user and also, for them to be able to access their tickets that they opened when they were customers. If they have both a customer and an…