Angélica Luz Atlassian Team

Hello Brian, Thank you for reaching out to Atlassian Community! On Jira Service Desk Cloud, currently, there are no options to see Outbound email logs, only logs for Incoming requests. There is a feature request suggesting the implementation of such ability: * Provide an outgoing email logs Please, click on vote and watch…

Hello Damian, Welcome to Atlassian Community! When a customer creates a ticket using email or portal, they will have the notifications turned on because they are customers. Agents receive a different type of notifications because they are licensed, internal users. Also, approvers receive only the first notification…

Yes, when the project is open, customers from other projects will be able to see the project in the customer portal. Customers can see other tickets only if the reporter shares the ticket with them by adding them as a participant or sharing with the organization. - How to manage access to your Jira Service Desk Cloud -…

Hello Raymond, Welcome to Atlassian Community! Checking the ticket that was created, it didn't have a resolution, so we will need to investigate it in order to fix it. Can you please go to Jira settings > System > Global permissions and confirm if the administrators and site-admins have permission to create next-gen…

When we search for the reporter in an organization, it will show all the results from that reporter. On the example below, the organization has only one member, so you can see on the Organization's column that it will show tickets created as private and others shared with organizations: This other example shows tickets…

Hello Laxmi, Welcome to Atlassian Community! Thank you for sharing the screenshot. I tested on my local site creating a ticket on a Jira Software project and I was able to add attachments. May I know what browser you are using? Have you tested using another one? If not, please testing using other browsers and incognito…

Hello Theresa, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to know if the attachments are not appearing on the ticket or if it's the option to add attachments. You mentioned on the title that the attachments are disappearing but in the end, you mentioned about the button. If…

Hello phd, Welcome to Atlassian Community! Installing the add-on on my test site, I saw the same issue as you mentioned here, so I believe it might be a bug on the add-on. I'm not sure if they use our community to answer questions regarding the add-on, so I'd suggest contacting their support directly. * Support -…

Hello Shawn, Thank you for reaching out to Atlassian Community! Checking your account, I see that your email is associated with a Bitbucket Free subscription only. With that said, the Free Bitbucket plan doesn't have a SEN number. If you own a Bitbucket Standard or Premium, you can find the SEN number on my.atlassian.com.…

Hello Abel, Thank you for reaching out to Atlassian Community! I've searched for bounces and blocks regarding your email address, but nothing was found. The address I checked is the one you are using here in community. Can you please confirm if the person who is inviting you are using the correct email address? Are you…

Hello Dmytro, Welcome to Atlassian Community! Here in community we can check the email you are using and the cloud and server sites that your email it's linked with. Checking here, you are using a Gmail and there are no blocks on the address. Searching for your name on our support site, I found other two addresses and one…

Hello Jon, Welcome to Atlassian Community! When using SAML, currently, the only way to identify that the email address is from a verified domain and associated with an IdP is by going to the id.atlassian.com and add the email address. There are some feature requests suggesting improvements for that: * Allow automatically…

Checking the add-ons, I didn't find any that would add custom fields to next-gen. When it comes to Jira Service Desk, classic projects have more functionalities and if you move from next-gen to classic you actually will have more options. There are no limitations in creating projects in Jira, so my suggestion is that you…

Hi Steve, I tested here using the same options to copy the comment and description and using the "relates to" option and it's working. The only difference in my automation is that it's restricted to Service Desk. It wasn't necessary to set it both for SD and SW projects. Please, restrict the rule to the Service Desk…

Thank you for the details, Ildar. This site has Jira SW and Confluence standard and you are a user without administration access. I mentioned only those two sites because you said that it was a free site and you were admin. With that said, you won't be able to update the payment details because only our customer advocates…

Hello Sven, Welcome to Atlassian Community! As per the details you provided, I believe you are using a next-gen project, please correct me if I'm wrong. If that's the case, currently it's not possible to manage agent notifications on this type of project. With that said, agents won't receive a notification when a ticket is…

Hello Alejandro, Welcome to Atlassian Community! When we revoke access of a user it's like we just "freeze" their account on the site. Even though they will still be part of the groups that give access to a product, like jira-software-users, for example, they won't count as a license. When we grant the access back,…

Hello @이상미 As per the details you provided, I believe that this question is related to the other one you created. I already add an answer there: - https://community.atlassian.com/t5/Jira-Service-Desk-questions/jIRA-service-desk-mail-logo/qaq-p/1345165 If it's not related, please let us know more details so we can help you…

Hello @이상미, Thank you for reaching out to Community! When a ticket is created by email and the customer has signatures with images, it won't be correctly formatted on the issue description. There are some feature requests suggesting improvements for that: * Ignore unwanted images in attachments for issues created from…

Hello Jemina, Welcome to Atlassian Community! There are two options to change the language in Trello. 1 - On the top right, click on your profile picture > change language > select the desired language. 2 - When the option above is not available, then you must change it on your Atlassian account. Go to…

Hello Michelle, Welcome to Atlassian Community! The organizationMembers shows all tickets created by the customers from the org, regardless if it was shared or not and regardless of the org, actually. There is a feature suggesting that this option filter only tickets from a specific org: * When clicking on "View open" or…

Hello nhuynh, Welcome to Atlassian Community! When using Jira Software, the best way to share pages with users is by using the feature Pages where it's possible to connect with a Confluence space. I can see that your email is linked to only one Jira site and doesn't have Confluence. Also, you mentioned Help Desk but the…

Thank you for the information, Ildar. I will mention the initials of the sites to confirm because you are a site-admin of a site that has Jira Software standard and not free. Site bxxxxxxxxi.atlassian.net - Jira SW Free and your role is User. Site mxxxxxxe.atlassian.net - Jira SW Standard/Confluence Free and your role is…

Hello Scott, Welcome to Atlassian Community! Testing on my local site, it shows the same message for me and I'm not able to select the participants. If I change it to the advanced mode and use "Request participants" in (user1, user2, user3) it works, so I believe this field was not made to use in basic mode. Also, this is…

Hello Anisa, Welcome to Atlassian Community! I searched for blocks and bounces related to your email domain and found bounces for 10 different addresses: 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…

Hi Ela, It's possible to allow customers to create their own accounts, so they will be automatically added to the project once they send an email. Please, go to the project you want to set as open and go to Project settings > Customer permissions (if it's a next-gen, this option is on Channels > Customer permissions). On…

It's not possible to block. When they have permission on the ticket, they will be able to comment. In this case, agents must not be added as participants or be part of an organization. The roles for agents on a ticket are assignee and watchers which prevents them to receive customer notifications. Also, it's important that…

Hi Purujeet, When this issue happens, are they already users with access to Confluence or are they just customers? Is it happening to all customers or only for a specific domain? I'm asking this because there is a setting on Administration that allows users to create their accounts and if that's the case, people that…

On next-gen projects, the custom fields don't have many configurations as the system ones, so the option you need is not available. * Available custom fields for next-gen service desks

Hello Imen, Welcome to Atlassian Community! It's possible to change some icons and colors on a Jira site. For more information and steps on how to customize, please check the documentation below: * Configuring the look and feel of your Jira applications If you have any other questions regarding this matter, please let us…