Angélica Luz Atlassian Team

Hello Serhii, Welcome to Atlassian Community! I saw that you created a ticket with our customer advocates related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead. Once it's…

Hello Karim, Thank you for reaching out to Atlassian Community! When a domain is verified, users from that domain will receive a notification informing that the admin now owns the domain. Users that have other email addresses that are not from the verified one, will log in normally. Also, as you are not using SSO, users…

Hello Harry, Thanks for reaching out to Community and for sharing the screenshot. On a Jira Service Desk project, agents can also be customers if added to an organization or to the customers' list. In order to confirm that, please, go to Project settings > People and confirm if you are only an administrator/agent. If your…

Hello Dirk, Thank you for reaching out to Atlassian Community! Just to better understand the issue and also for me to try to replicate here, I will make some questions, so I can use the same configuration on my site. * What is the default language of the project? * What is the default language of Jira (the one set on Jira…

Thank you for the details, Uwe. Can you please ask a site administrator to go to Administration > Jira Service Desk and delete the customer account? Do they receive any other notifications? Also, we can check if there are any blocks or bounces for the email. Since community is public, you don't need to share the email…

When filtering by an organization, it will show all tickets where the customer shared with the organization. If a customer from Organization B is showing when filtering "Organizations = A", it means that the customer is also a member of the Organization B or an agent shared the ticket with the organization after the ticket…

The role "Service Desk Agent" is available only for classic projects. For next-gen the role is just called "Agent". If you are using a next-gen project, you can create a custom role and add permission to add internal notes only: Any licensed user added to a project can be a Watcher.

Hello Ganesh, Thank you for reaching out to Atlassian Community! When adding a custom email address to a Service Desk project, all emails received in the inbox will be read by Jira to create a ticket. It's not possible to change the folder that Jira will read the emails or configure to read a specific label or summary.…

Hello Pieter, Thank you for reaching out to Atlassian Community! Reading the details you provided, I believe you are using a classic service desk project. To change the description, please go to Project settings > Request types. On this page, you can find all request types associated with the project and change the…

Hello Uwe, Welcome to Atlassian Community! When adding customers to a project, the right place to add them is on the Customers' page. You mentioned that you added them on People's page and this is for internal users and it won't generate an invite notification. First, please confirm if the notification is enabled on…

Hello mchang, Welcome to Atlassian Community and thank you for sharing this issue with us. Testing on my local site, I was able to replicate this on any ticket using the new issue view. On the old view, pressing enter/return, the summary doesn't show the blue highlight. Based on your request, I created the bug for our dev…

Hello Tammy, Welcome to Atlassian Community! On an Atlassian cloud site, only site administrators have access to the User management to see other admins and users. I see that the email you are using here in community is not associated with any Cloud site, so I can't say if there is more than one site administrator on the…

Hello Paul, Welcome to Atlassian Community! When it comes to the Organization, only the Org admin can add and remove other admins. Also, we can do that by confirming some information and asking for permission for the main billing contact. With that said, it's necessary to create a ticket with our support, since we need to…

Thank you for the screenshot. Searching for similar issues, I found one that is related to a bug that was already fixed, but some sites are still affected. * Unable to create Next-gen projects when the field Flagged is not global Please, go to the Jira settings > Issues > Custom fields. Search for the Flagged custom field…

Thank you for the details, Alana. It's possible to add a description to a Sprint that will show on the backlog and also on the Board. On the backlog, click on … > Edit sprint. On Sprint goal you can add a short text and update. I tested here adding a link using wiki markup or just the URL, but it doesn't make the text…

Hello Prasad, Thank you for reaching out to Atlassian Community! Just to make sure that we are on the same page, I would like to know if you are using the new or the old issue view. If you are using the new issue view, the option to change the order of the comments is not available for this type of project. There are…

Hi Stan, I'm sorry to say, but I'm afraid that there are no plans to bring that functionality back. The new issue view was introduced a while ago and next-gen projects, for example, have no option to use the old view or wiki markup editor. Also, about the usernames, it was removed due to GDPR and it won't be reverted to…

Hello Julien, Welcome to Atlassian Community! When creating a Jira site, automatically an organization is created. This organization can't be deleted. There is a feature request suggesting the implementation of this ability: * Allow organization administrators to delete organizations It seems that you are worried about…

Hello Megan, Thank you for reaching out to Atlassian Community! When we delete a project in Jira, next-gen or classic, everything related to the project will be deleted, this includes all tickets or at least it should be deleted. I don't know what happened in your specific case, but everything related to a project is…

Hello Jason, Thank you for reaching out to Atlassian Community! When the email contains HTML tables, it won't be rendered correctly in the description field. It's possible to change the renderer of the field to plain text (Classic projects only), but the description would be messy anyway. There is a feature request…

Hello Ardani, Thank you for reaching out to Atlassian Community! Testing on my local site, I was able to replicate the issue. I created a brand new space, set it to public view and the page also didn't have restrictions. When opening the page without being logged to Jira, it loads the page correctly and shows its content.…

Thank you for testing, Steve. After testing, we were able to identify what is causing this and replicate the issue. The issue happens when the "Linked Issues" field is hidden. I was able to replicate when the Software project is a Classic project, so I believe you are using this type of project as well. Please, go to ISD…

Checking the feature requests, I found only one suggestion for Confluence Server. So, I created one for Service Desk Cloud. * Allow JIRA service desk customer to view the issue via JIRA issue macro and team calendar Since it's now a new feature, we need to wait for other people to vote for it to be considered in the…

Hi Sven, When we create an automation rule, it will run as if it was a user and by default, it's the project administrator. If you are the user that runs the automation and added to mention yourself, by default, we don't receive notifications of our own changes on a Cloud site. To fix that, please, go to your Profile…

For comments to be added as internal by email it's necessary that the person who is replying is a watcher only, without Service Desk license, or if they have a license, they can't be an agent in the project. It means that they can't have the permission "Service Desk Agent", otherwise, they will have the ability to…

Hello Mickael, Welcome to Atlassian Community! Checking your email on our system, I can see that you are the site administrator for both sites. It's not duplicated because I can see here that they have different SEN numbers. So what appears on the screen is correct because you are the administrator of the sites. If you…

Hello Stanislav, Welcome to Atlassian Community! When mentioning a user, currently, it's necessary to type @ and then search for the user and click on their name. Previously, on the old issue view, it was possible to use the wiki markup to mention someone, so we could, for example, use plain text like [~username] and when…

Hello Juliano, Welcome to Atlassian Community! For customers to see tickets created by other customers, they need to be added as participants. Also, if all customers are part of an organization, the customer that is creating the ticket, can share with the org instead of adding other customers one by one. So, the first…

Hello Jeff, Thank you for reaching out to Atlassian Community! Checking Jarod's email address, I was able to find two bounces. That's why the notifications were not being received. 550: 550 Invalid Recipient - https://community.mimecast.com/docs/DOC-1369#550 [4309kuSeMk2qPSA_ZtGl5Q.us309] 550: 550 #5.1.0 Address rejected.…

Hello Avitesh, Welcome to Atlassian Community! It's possible to create a ticket via REST Api with approvers, but in this case, it will be necessary to add the field id. * https://developer.atlassian.com/cloud/jira/service-desk/rest/#fieldformats Multi-user picker custom field - A custom UI field that enables multiple users…