Angélica Luz Atlassian Team

Hello @Jarrett Goetz, Thank you for reaching out to the Community! I saw that you created a ticket with our customer advocates and they are the best team to help you with this request. Let’s wait for their response. Our customer advocates have access to billing details and tools to fix this for you, something that we from…

Hi @Dimitris Dimitriadis, From the create screen, customers can only share the ticket with the organization they are a member of. Participants can only be added after the ticket is created. There is a feature request suggesting this improvement: Allow adding Request Participant field into Create Issue screen in Customer…

Thank you for sharing the screenshots, Vasco. I was able to replicate the issue now. I have a project with three boards. One has the active sprint (the original one) and the other two are a kanban and another scrum board. All of them are using the same filter, but only the original one from the project where the sprint was…

Hello @Dimitris Dimitriadis, Thank you for reaching out to the Atlassian Community! The documentation you shared is for Jira Software Server and the steps won’t work for Service Management Cloud. Customers can add participants on a ticket by sharing directly with other people from the ticket in the portal or when adding…

Hello everyone, It’s been a while since this question was posted and at that time Automation for Jira was an add-on and today it’s part of Jira. In my previous answer from 2019, the smart value was {{issue.comments}} but it indeed changed and the correct one now is {{comment.body}}. I tested the same automation here today…

Hello @Vasco Guerreiro, Thank you for reaching out to the Atlassian Community! Testing on my local site, I wasn’t able to replicate the same issue. Adding a filter to a board that contains the Epics, the Roadmap shows all the Epics and their date range. Main board: project in (SCRUM) AND issuetype in (Epic, Story, Task,…

Hello @Evert Morren, Thank you for reaching out to the Atlassian Community! Just for us to better understand and help you with this request, I would like to know if you can share with us if you are facing any errors when trying to log in via the mobile app. If you are able to log in, is there any error if you try to access…

Hello @Nicolas Steck Salgado, Welcome to the Community! There was a bounce on your email address: 550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1…

Hello @Sonya Stoyanova, Thank you for reaching out to the Atlassian Community! The option “All” on requests in the customer portal means that customers can access all the tickets where they have permission to. The “Created by me”, as it says, will only show them the tickets they created and “All” will show the ticket they…

Hello @Ismael Nunez Gatica, Thank you for reaching out to the Atlassian Community! The request-channel-type is an issue property and not a custom field, so it will not be possible to add it as a column in order to export it to excel. The workaround for that would be to use automation that will validate if the ticket was…

Hi Matt, It will be necessary to create a ticket with our support to provide all the details to investigate the issue. Also, phone support isn't really part of the Community and Standard Support, as it's a benefit of Premier Support. You can find the information on our support offerings: Atlassian Support Offerings On a…

Thank you, Matt. If they can comment here with an account from the affected domain, then I will have access to their email address and I can check the entire domain for bounces or blocks. Also, if it's a Standard or Premium cloud site, their site admin can contact our support directly on support.atlassian.com/contact.

Hello @Jamie Brine, Thank you for reaching out to the Atlassian Community! On Jira Service Management projects there are two places where we can change the project’s name. One is visible internally for the admins and agents and the other is what appears for the customer in the portal. The project name and introduction need…

Hello @Barbara de Berranger, Thank you for reaching out to the Atlassian Community! Just to make sure we are on the same page, I would like to confirm if you want to migrate a project from Cloud to Server or Server to Cloud. I’m asking because on the summary it seems that you need from Cloud to Server, but on the…

Hello @David Verastegui, Thank you for reaching out to the Atlassian Community! Yes, customers still need to log in to the portal to view their tickets. They can create tickets without logging in, but to view all the details, it will be necessary to log in. There is a feature request suggesting this option: Allow customer…

Hello @yoga.pramono, Thank you for reaching out to the Atlassian Community! The warning message that you are seeing when inviting the user means that the Atlassian account is deactivated and the Org admin needs to reactivate the account so they can be invited again. I can see that you are the Org administrator and there is…

Hello everyone, Allow me to step in to share with you that this issue is related to a bug: Some customers aren't showing up inside the customer organisation There is a fix that we can apply on our site while the bug is not fixed, so in case you are still facing this issue, please reach out to our support on…

Hi @Matt Shields, If the customers’ domain is the same as yours, it returned almost 600 email addresses on the suppression list due to the error below: 550: 550 [internal] [oob] The recipient is invalid. I removed the bounces and notifications should work. I searched only based on the Jira site linked to your email…

Hello @Andy Waugh, Thank you for reaching out to the Atlassian Community! I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket…

Hello @Susann Petzold, Thank you for reaching out to the Atlassian Community! There are some elements on the customer portal that are hardcoded and can’t be edited and the “Learn more about” link is one of them. There are feature requests suggesting improvements for that: Ability to change the text on the Knowledge base…

Hello @Kim Fain, Thank you for reaching out to the Atlassian Community! When it comes to customer notifications, the messages are only batched if the changes on a ticket are made in a short period of time. For example, if an agent adds two comments and changes the status of the ticket, only one notification will be sent to…

Hello @Matt Shields, Welcome to the Atlassian Community! The default email address that sends notifications to users are usually jira@<yourdomain>.atlassian.net. You can find this detail on Project settings > Notifications. It’s possible to change this email address to one from your domain, so Jira will send the emails on…

Hello @Kim Fain, Thank you for reaching out to the Atlassian Community! On Jira Service Management there are three customer roles on a ticket: Reporter, Request participants and Organizations. When a ticket is created via email, if the reporter add people as Cc, they can be added as participants on a ticket if: The…

Hello @Evert Morren, Thank you for reaching out to the Atlassian Community! When it comes to creating new articles from Jira, currently, it’s limited to the templates How-to and Troubleshooting and it’s not possible to add more or search for custom templates. There is a feature request suggesting to add more templates:…

Hello @Ellie Bellemans, Hope you are doing well! I know it has been a while, but I want to share that I posted an article today with all the details about the Request language field. By testing all the possibilities, the language is set based on the content not only via API, but also via the portal, email, widget and the…

Hello @Rolandas Jančauskas, Thank you for reaching out to the Atlassian Community! How to find to which Jira cloud group is the Insight admin role assigned? By default, all licensed Service Management users that are members of the groups with Administer Jira global permissions will be Insight admins. You can find what…

Obrigada pelos detalhes, Julia. Compreendi sua explicação e peço desculpas pela confusão, pelo screenshot eu achei que um novo item era criando quando tinha alguma resposta. Quando a automação envia um email, eles vão ser em mensagens separadas, não tem como agrupar as notificações ou fazer com que sejam recebidas como…

Hello @Esraa AbuFannas, I’m glad that it was resolved! Regarding this other issue, by default, customers don’t receive notifications of their own changes, so when they add a comment, they shouldn’t receive a notification, they should receive it only when an agent or another customer adds a comment. Please, go to Project…

Hello @Patrick Ceniza, Welcome to the Atlassian Community! Checking the details of your site, I can see that it’s currently deactivated, that’s why when accessing it shows the maintenance page. An email was sent to the site administrator informing that: According to the message, it was requested by the administrator and I…

Hello @Cloud Ops, Welcome to the Atlassian Community! Checking your domain on our tools, it returned 28 email addresses on the suppression list due to the following errors: 550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos…