Angélica Luz Atlassian Team

Hello @Jaishree Raman, Thank you for reaching out to Community! Your case is similar to another one in this thread. Sometimes when upgrading your plan, the notification limit is not removed, and currently, only support can remove fix this. Please, reach out to support.atlassian.com/contact and they will help you with this…

Hello Vinayak, Welcome to Atlassian Community! Hope you are doing well too. We appreciate your feedback. When a customer replies a notification and they don't have permission to comment on the ticket, a new one will be created. Currently, it's not possible to merge tickets in Jira, it will only be possible by using…

Hello Rajeev, Welcome to Atlassian Community! Thank you for sharing the screenshot and details. Just for a better understanding of the issue, I would like to make some questions: Which port are you using? Have you tried both IMAP and POP protocol? If so, does it show any other error? Please, make sure that IMAP/POP is…

Hi Ivo, Thanks for getting in touch with Atlassian Community! The Satisfaction Survey on Service Desk is sent when a resolution is added to the ticket. Currently, it's not possible to manually send the notification or select a specific status to send it. There are two feature requests suggesting improvements for that: *…

Hello Ivo, Thank you for reaching out to Atlassian Community! When using Jira Service Desk, currently, there is no built-in feature that allows remote access. There is only one add-on that has this functionality and it's free: * Zoho Assist - Remote Support Hope this helps! Regards, Angélica

Hello Sydney, Welcome to Atlassian Community! On Jira Service Desk, customers can also be approvers. With that said, you can add the senior people as customers and not licensed agents, so as they won't have a license, they won't be able to access Jira internally (agent view or back end), they will only be able to access…

Hello Richard, Welcome to Atlassian Community! On JSD next-gen projects, the forms are based on request types, and also that's the field that triggers notifications to customers and allows the ticket to be visible in the customer portal. With that said, it's not possible to hide this field on next-gen projects. If you need…

Hello George, Welcome to Atlassian Community! Below I added your questions and the answer for each one. 1. Automation: Auto ticket routing to appropriate ops group when a ticket is created. Tickets can be assigned to only one person, it's not possible to assign it to a group. The workaround would be to send an email to a…

Olá Fernanda, Os artigos aparecem somente quando preenche o Resumo mesmo. Acredito que no vídeo por ser uma montagem, deu a entender que os artigos já apareceriam, mas não, os artigos somente aparecem baseado no que o cliente irá digitar no Resumo.

Hello @Kamil Sudoł, The update is still the same I posted in January. I sent them a new message today and we must wait for them to post on the bug ticket. Regards, Angélica

Hello Alexandre, Thanks for reaching out to Community! I saw that you created a ticket with our support and they already removed the bounces from your email address. If there is anything else we can help with, please let us know. Regards, Angélica

Hello Scott, Thank you for reaching out to Atlassian Community! I can see on your screenshot that you are using a next-gen project and this type of project is independent of other ones. With that said, request types created on a project will be specific for that project and it will not be possible to copy to another one.…

>>UPDATE<< What I mentioned in the answer is not valid anymore. The documentation was updated and the limit of fields in a next-gen project is 50 and it's not possible to increase it. Thank you for your understanding in advance. ----------------- Hello Jillian, Welcome to Atlassian Community! Searching for documentations…

Hello Ivo, Thanks for reaching out to Community! When a customer creates a ticket using the portal or email, they can reply to the notification in order to add comments and attachments to the issue. Are they facing any issue when replying to the notification? If the comments are not added, please go to Cog icon > Products…

Hello Ram, Thank you for getting in touch with Atlassian Community! Testing on my local site, it shows other issue types to add the subtask as child issues. Is this issue happening to any subtasks? I see that the question is marked as Next-gen, but I want to make sure that we are on the same page, is this happening on a…

Hello @vhealth_qa, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, I would like to make some questions. Are you able to access a project and create a ticket directly on the backlog, board, or roadmap (in case it's a next-gen)? Can you navigate normally between other pages…

If customers often access the customer portal to create tickets, you can update the announcement banner to let them know about software updates. * Add an announcement to the portal * Add an announcement to the help center Checking the triggers available on Automation and Project automation, I'm afraid that there is no…

Thanks for sharing, Ken. I'm sorry that I didn't notice this on the first screenshot. I can also see that there is no option to turn off the new navigation bar because I would ask you to turn off and on again in order to test. Since there is no option to do that, I will escalate this question internally to check what is…

Hello Sue, Thank you for reaching out to Atlassian Community! The notifications regarding SLA are sent by an automation rule. If it's the built-in Automation, the notification is sent by the Project email address. If it's a classic project, you can find and change the address on Project settings > Notifications. If it's…

Hello everyone, First, I would like to thank you all for sharing the details and tests you made on your site. I was able to replicate the issue on my test site and this is very specific because it works normally on another computer and if another person accesses my site it works as well. Also, if I access another site from…

Hello Kayne, Welcome to Atlassian Community! Reading the details you provided, I believe that you are talking about the link on the bottom of the article, please correct me if I'm wrong. If that's the case, currently it's not possible to edit or remove this option. There is a feature request suggesting improvements for…

Hello Eva, Welcome to Atlassian Community! On next-gen projects, it's possible to only add rules on transitions. Validators are available for Classic projects. As per the details you provided, the rule "Remind people to update empty fields" seems to fit. Have you tried to use this rule? If you are facing any issue, please…

Hello Tina, Welcome to Atlassian Community! When this message appears, it means that there is already an active integration with this Bitbucket cloud account. It will be necessary to remove it and try to integrate it again. Would it be possible to send us a screenshot of the DVCS accounts page? Just make sure to hide any…

Olá Fernanda, Obrigada por entrar em contato com o Community! No vídeo quando mostra o formulário sendo preenchido, aparece os artigos sugeridos. Esses artigos aparecem quando o cliente coloca alguma palavra chave que também tenha no artigo. Para que o artigo apareça no formulário, é necessário conectar um space do…

Hello @sh.park, Welcome to Atlassian Community! I see that Woos logged in yesterday on the site. Is everything working as expected? If they are still facing this issue, can you please let us know what error they are facing when trying to log in? Please, ask them to also try to log in on id.atlassian.com and to try using…

Hello Addy, Welcome to Atlassian Community! Thank you for the details. I can see that your site has other users, so I would like to know if everyone is facing this issue when accessing the board. Is this happening on any board or only a specific one? Are you able to access other information on the project, like backlog,…

Obrigada pelos detalhes, Samantha. Consegui reproduzir o problema na meu site e verifiquei que é um bug que afeta projetos next-gen. * Unable to search for subtasks when filtered by sprint Por favor, clique em "This affects my team" e também em Watch para receber atualizações sobre o bug.

Thank you for sharing the screenshot, Steve. Please, follow the steps I mentioned in my previous comment to edit the backup, and then you can import it again. If the new import doesn't work, since here from community we can't access your site, please reach out to the Migration team on…

Hello @[deleted], Thank you for reaching out to Community! I see that you already created a ticket with our support and they just need the approval from the billing and technical contact of your site to proceed with the changes. Regards, Angélica

Hello Angel, Thank you for reaching out to Community! As per the screenshot, I can tell that you are using a Classic Jira Software project. The message you are seeing is expected because anyone added to your site on Site administration will be an admin on Software and Core projects. * Limitations in Jira Cloud Free plans…