Angélica Luz Atlassian Team

Hello Richard, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's…

Hello Nivaldo, Welcome to Atlassian Community! The reports on a Service Desk projects are currently ordered by created date and it's not possible to change this order. There is a feature request suggesting the implementation of such ability: * Allow reordering of custom reports Please, click on vote and watch to receive…

Hello Mayank, Welcome to Atlassian Community! When enabling the Backlog and Sprint on a next-gen project, it should appear the option to start a sprint from the backlog. Testing on my local site, the option is available for Administrators and Members of the project. Can you please share with us a screenshot of the backlog?…

Hello Paroy, Welcome to Atlassian Community! The CSAT notification is sent to the customer when an issue has a resolution. If the ticket is resolved and closed without a resolution, the survey won't be sent because it doesn't depend on the status, but the resolution. Please, confirm if the affected tickets have a…

Hello @István Vigh, Welcome to Atlassian Community! The option "Assign to the current user" it means that it's the current user that it's logged in. Testing on my local site, I added this rule to a transition and when logged in with my main account, I transitioned the issue and it was assigned to me. After that, I created…

Hello @Nobuhiko Muramori Welcome to Atlassian Community! When using the Roadmap on a next-gen project, currently, it's not possible to show the date range for child issues, it will only appear for Epics. There is a feature request suggesting the implementation of such ability: * Date range for child issues on roadmap…

Hello Drew, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to confirm if this is related to agent or customer notification. Testing on my local site, I wasn't able to replicate the issue because none of the notifications shows like the one from the screenshot…

Thank you for the screenshot. This indeed can be related to the issue because the mail handler didn't work for a while and then it connected again. Usually, this error is related to MFA or 2FA. If that's the case, please check our documentation and set up an app password. * Add a custom email account Please, also check the…

It's possible to add "Blocks" between Epics using the dependencies on the Roadmap. For more information about dependencies and all other features for Epics, please check the documentation below: * Manage epics on the roadmap

Hello @ccervantes, Welcome to Atlassian Community! When using the customer portal, currently, it's not possible to share reports with customers or allow them to view it in the portal. The reports on a Service Desk projects are visible only for licensed users and also only accessible internally, that's why it will not be…

Hello Patrik, Thank you for reaching out to Atlassian Community! Checking the screenshots, I was able to identify that the field that you are using is a custom field that doesn't have the functionality to share the ticket with someone. In the customer portal, the field "Share with" is an alias for the fields Request…

Hello Pedro, Welcome to Atlassian Community! Thank you for sharing the details. Checking the information you provided it seems that there is an issue with the SFP records. The spf.mailbox.pt doesn't seem correct and usually, there is no + on the SPF. Please, check our documentation again and follow the steps mentioned in…

Hello @Nareshkanna_K, Welcome to Atlassian Community! Just for a better understanding of the issue, I would like to know more details about the steps you are following. Is it happening on a specific page? Is it happening to other users? Please, open the developer tools on your browser while following the steps to replicate…

Hello Rob, Thank you for reaching out to Community! Since the new Jira experience was released in 2017, the ability to create projects with sample data was removed. There is a feature suggesting the implementation of sample projects: * The NEW JIRA Experience does not have support for sample projects Currently, it's…

Hello Peter, Thank you for reaching out to Atlassian Community! When using the new issue view, currently, the description added to fields are not visible when editing an issue. There is a feature request suggesting the implementation of such ability: * Ability to view custom field description in the new issue view Please,…

Hello Sunil, Thank you for reaching out to Atlassian Community! When using Jira Cloud, there are some endpoints to give access to users, but I'm afraid the one you need is not available. For Organizations, the APIs available are only to get information: * Organizations REST API For User management, it's possible to enable…

Hello Manuel, Thank you for reaching out to Atlassian Community! When using the Roadmap on a Jira Software project, it will be exclusive for that project, it's not possible to edit the filter of the roadmap to show tickets from other projects or add other custom views/filters. To use a more complete roadmap, I'd suggest…

Hello @thorsten.jahnke, Thank you for reaching out to Atlassian Community! The issue that you are facing is a bug that was reported today. We are already working on it: * When exporting issues to CSV ( current fields) , for saved filters. If we have choosen certain columns in “Filters” section, its ignored and columns from…

Hello everyone, Thank you all for reaching out to Atlassian Community! The issue that you are facing is a bug that was reported today. We are already working on it: * When exporting issues to CSV ( current fields) , for saved filters. If we have choosen certain columns in “Filters” section, its ignored and columns from…

Hello Jamie, Thank you for reaching out to Atlassian Community! The issue that you are facing is a bug that was reported today. We are already working on it: * When exporting issues to CSV ( current fields) , for saved filters. If we have choosen certain columns in “Filters” section, its ignored and columns from ‘Default’…

Hello Chris, Welcome to Atlassian Community! Thank you for sharing the details and steps to replicate. The issue that you are facing is a bug that was reported today. We are already working on it: * When exporting issues to CSV ( current fields) , for saved filters. If we have choosen certain columns in “Filters” section,…

Thank you for testing. Can you check the email logs to confirm if there is an error? Go to Cog icon > Products > Email requests > View log (for the affected address) > Processing log. On this page, you can see everything that created a ticket or not and the ones that were a reply as well.

Hello Erin, Thank you for reaching out to Atlassian Community! When using Jira Service Desk, currently, the priority from Outlook won't be reflected when creating a ticket from email. This is possible only for Software and Business projects, where it uses the Jira Core mail handler, which is not recommended for Service…

Hello @Madhusudanan Backiaraj, Thank you for reaching out to Atlassian Community! For an internal user to be able to access the ticket and also to receive a notification, the option that best fits in this scenario is to add them as watchers:…

Hello Dennis, Thanks for reaching out to Community! When it comes to Customer notifications, it will show an inline preview of the attachment, but when the customer clicks to expand the image or to open the attachment, they will be redirected to the customer portal to login. Currently, that's the only way for customers to…

Hello Mary, Thank you for reaching out to Atlassian Community! It's possible to set the widget to slide down instead of up and with that, also move the widget to the top. Please, add the snippet below to your widget code: <style> iframe[name='JSD widget'] { display: block; right: 0; top: 10px; } </style> Please, change the…

Hello @平岩　武士, Thank you for getting in touch with Atlassian Community! As per the details you provided, customers are not able to see the closed tickets in the customer portal, please correct me if I'm wrong. If that's the case, in the customer portal the closed tickets are the ones with a resolution. If a ticket doesn't…

Hello Dennis, Thank you for reaching out to Community! For customers to be able to view the tickets, receive notifications, and also to add comments on the portal and through email, they must have access to the ticket. With that said, they need to have an account and they must be the reporter, participant, or part of an…

Hello Justin, Thank you for reaching out to Atlassian Community! The customer portal has some features where the administrator can change, but currently, the option to change the text "Need to raise a request?" and "Learn more about" is not available. There is a feature request suggesting the implementation of such…

Hello Uma, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to know if it's possible to share with us a screenshot of where you need to change the Epic status. On next-gen projects, there are three types of statuses To Do (Gray), In Progress (Blue), and Done…