Angélica Luz Atlassian Team

You are welcome! Currently, that's the only view available for the roadmap. There are some features suggesting improvements for that, but not specifically for hierarchy: * Ability to Rank Children issues in Roadmap view * Date range for child issues on roadmap * Option to Drill Down to Sub-Task in Next-Gen Roadmap Please,…

Hello Julian, Welcome to Atlassian Community! When the widget is not visible, it might be related to some permission. Before enabling the widget we need to set the project to be open to anyone with an account and also allow customers to create their own accounts and access the portal without logging in. If the widget was…

Hello Muhammad, Thank you for reaching out to Atlassian Community! The description field in the customer portal has a limit of 1200 characters and currently, it's not possible to set a different limit. There is a feature request suggesting the implementation of such ability: * Increase character limit for the description…

Hello Steve, Welcome to Atlassian Community! Checking the logs of your site, I was able to see that it failed while importing users. On a Free site, there is a limit for 10 licensed users, so maybe the other site had more users and while importing it failed due to the insufficient number of licenses. I can see that you…

Hello @someserj, Thank you for reaching out to Atlassian Community! On the next-gen roadmap, the Date Range is available only for Epics. Currently, it's not possible to show this information for child issues. There is a feature request suggesting the implementation of this ability: * Date range for child issues on roadmap…

Hello Chan, Thank you for reaching out to Atlassian Community! Testing using the details you provided, to be honest, I couldn't make the "Get account IDs" work, but the good thing is that there are two other options to get the account id. The first option is to use the "Group and user picker" API that will return the…

Hello @Bill Sheboy, The feature requests created on codebarrel.atlassian.net are still valid and they will keep working on those features. New features will be created on jira.atlassian.com. Regards, Angélica

Hello @Anudeep Gulla, Thank you for reaching out to Atlassian Community! The filter subscription notifications are sent by the system and currently, it's not possible to edit the sender. There is a feature request suggesting the implementation of this ability: * Customize Filter Subscription Subject/From email Please,…

Hello Sergio, You can create tickets using the + or Create button in Jira and for them to receive a notification, you must select a Request type (not an issue type). Tickets can only be assigned to agents, customers can't be the assignee. You as an agent can reply through the portal or using the agent view and not using…

Thank you for the details, Ken. My test site recently changed to the new navigation bar and the "Explore a demo" was not showing, so I switched back to the old view and the option was there, even if I had finished all the steps. I believe that this is because the project is for test purposes and not for production. If I…

Thank you for the details, Bryan. I understand now that it might not be ideal when the customer portal is not necessary. This feature was requested for a long time because sometimes agents need to create tickets on behalf of the customer and when the request type is empty, the notifications are not generated and they can't…

Hello @somaganinaresh, Thank you for reaching out to Atlassian Community! On the screenshot, it shows the error when adding users and groups and per the details of your site, I can see that one site is a standard with 56 users and the other one is Free where it's possible to add only 10 licensed user. I believe that this…

Hello Wycee, Welcome to Atlassian Community! When we adding a Gmail account as the custom email address on a Service Desk project, it's important to confirm if you are using 2-FA, so it will be necessary to set up an app password. * Add a custom email account * Sign in using App Passwords Also, reset the configuration of…

Hello Sinshith, Thank you for reaching out to Atlassian Community! The option that you are seeing when accessing the project in the portal is a Category where it's possible to group articles. To remove this it's necessary to delete the category on the project. Please, go to the Project and on Knowledge base you can see the…

Hello eef, Welcome to Atlassian Community! I saw that you created a ticket with our support team and they already helped you to get access to your site again. The resolution, in this case, was to add your other email as the org admin, so in case anyone face this issue and read this thread, the best option is to contact…

Hello @Ken and @symphorien.wanko, Thank you for reaching out to Atlassian Community! When creating a site, an Organization is automatically created, and also it's possible to create new Orgs, but currently, it's not possible to delete it. There is a feature request suggesting the implementation of this ability: * Allow…

Hello @Josè Luis Sandoval Alaguna, Thank you for reaching out to Atlassian Community! The Organizations listed on admin.atlassian.com can be linked to Atlassian products, but when canceling the subscription of a Jira or Confluence, it will delete the site but won't delete the Organization. All Organizations, linked to a…

Hello Wogan, Welcome to Atlassian Community! On a Service Desk project, the name of the sender of some notifications will be the name of the project. This name is the one visible on the customer portal and not the name of the project you see internally. To change this, go to Project settings > Portal settings (classic) or…

Hello @Soporte LeanPMS, Thanks for reaching out to Community! When creating new pages on the space linked to the Service Desk project, it will show on the "All articles" list, but will not be added to any category. Currently, it's necessary to manually add the article to the category. There is a feature request suggesting…

Hello @Kedar_Hukeri Welcome to Atlassian Community! We were able to find the account linked to Trello and it's not the Gmail you mentioned. Since it's private information, we won't share here in Community, so please, try to contact Trello support again on https://trello.com/contact#/ If you face the same issue, please try…

When creating a new Organization, it will be empty, so it will be necessary to verify a domain and if necessary, move products from other organizations to the new one. If you want an Organization for a new site, then the best option is to create a new Jira site where the Organization is automatically created. For more…

Hello William, Thank you for reaching out to Atlassian Community! In order to get the files to be able to attach it to a ticket, Jira needs access to your drive. When you link a Google Drive account, it will only be visible for you. Even if someone from Atlassian accesses your site or the database, anything else, we won't…

Hello Ken, Thank you for reaching out to Atlassian Community! The "Explore a Demo" option is usually for the Demo project that is automatically created once we create a new site and also it's a test project that you can delete after you follow all the steps. Can you please confirm if you did all the activities mentioned on…

Hello tlesnick, Thank you for reaching out to Atlassian Community! When someone is added as a participant or part of an organization if they reply to the notification, the comment will be added as public because customers don’t have permission to add internal comments. Also, if an agent replies to a notification, the…

Hello @Haixiao Li, Welcome to Atlassian Community! I saw that you created a ticket with our support and they found a block on your email address, which was already removed. I also saw that your Atlassian account was not verified yet, so please, go to id.atlassian.com and try to log in. If you face any other issue, please…

Hello there @Obi-Van_Kenobi, Welcome to Atlassian Community! In order to set users as inactive, you need to edit entities.xml file. For that, please find the information below and set the active="1" as active="0" for users that you want to let inactive. <User id="10000" directoryId="1" userName="admin"…

Hello Mouath, Welcome to Atlassian Community! In Jira Cloud, currently, it's not possible to approve requests through email. On the documentation, it mentions two variables that are only available in Server and somehow the documentation shows that it would also be available in Cloud, but it's incorrect. We are aware of…

Thank you for the details, Sergio. Searching for more information about this type of issue, we believe that it might be related to failed DMARC. Your domain is correctly verified and there are no errors when adding the custom email as the Project email, but somehow the notifications are not being sent with the custom…

It's possible to change the order of the tickets under an Epic. For that, please click on an Epic, and on the right side, you will see the ticket and you can drag and drop the tickets to change its order. For more information about the options available for Epics, please, check the documentation below: * Manage epics on…

Hello @bryan.donowho, Thank you for reaching out to Community! The View request in Portal was always an option when the request type was filled. The request type is what triggers the notification for customers and also what allows the customer to see the ticket in the customer portal. When the request type is empty,…