Angélica Luz Atlassian Team

Hello @Simon Proudfoot, Thank you for reaching out to Atlassian Community! For email replies to be added as a comment on existing tickets, it’s necessary that the summary/subject contains the issue key and also that the person who is replying to the notification has permission to the ticket, otherwise, a new one will be…

Hi @Zachary Lewis Welcome to the Atlassian Community! Both email addresses were on the suppression list due to the following errors: 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [DM6NAM04FT066.eop-NAM04.prod.protection.outlook.com] 550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex})…

Hello @Colin Sydes, Welcome to the Atlassian Community! The Jira Cloud mobile app, currently, supports only access with an Atlassian account and a Jira license. With this said, customers won’t be able to use the app to create tickets or view their requests. They will need to use it directly on their mobile browser. There…

Olá @Julia Guimarães, Obrigada por entrar em contato com o Atlassian Community! Pelo screenshot podemos ver que o número do item é diferente, ou seja, quando o cliente responde uma notificação, ao invés de ser adicionado um comentário no item existente, um novo está sendo criado. A causa mais comum disso é quando um…

Hello @[deleted], Welcome to the Atlassian Community! Just for a better understanding of the issue so we can help you with this request, we need more information about how the ticket is being created. I can see that on your site, there are Jira Software and Jira Service Management and you also mentioned Form that is a…

Olá Julia, Quando anexos são adicionados no ticket, será necessário que os clientes acessem o portal para visualizar ou baixar, sejam imagens ou arquivos. A solução para isso já está sendo desenvolvida. Para mais detalhes, por favor, verifique a sugestão de melhoria abaixo: * Allow Attachments to be included as an actual…

Hi Denys, When a ticket is shared with the organization, the members of the organization will receive only one email, and then to receive future updates they need to access the portal and turn on the notifications. It’s possible to add more content to the notification by going to Project settings > Customer notifications.…

Hello @Julián Armando Sansores Ruiz Welcome to the Atlassian Community! I can see that you already created a ticket with our customer advocates and they are the best team to help you with this request since only they can reactivate your Jira Service Management subscription. Here is the direct link to your tickets (one of…

Hi @Denys Parkhomenko, I’m glad it worked! Regarding the Organization, I tested the automation here and it worked, but it’s necessary to create a ticket using the Request type and not the Issue type. When creating a ticket via Jira, it’s possible to select an Issue type or Request type, but for customers to receive…

Hello @Cristiano Schwening, Thank you for reaching out to the Atlassian Community! Checking the details of your site, I found two domains and there were emails on the suppression list. For the email domain ending with .net, there were 30 email addresses with bounces due to the following error: 550: 550 5.4.1 Recipient…

Hello @Raiderpoer, Welcome to the Atlassian Community! Checking the details of your account, I can see that you are a site admin on two different sites. The site axxxxxxxxxs.atlassian.net was deactivated due to inactivity. The site exxxxxxxxxe.atlassian.net has both Confluence and Service Management active. In case you are…

Hello @Denys Parkhomenko, Welcome to the Atlassian Community! On legacy automation, the rules run on behalf of a project administrator and by default on Jira Cloud, users don’t receive notifications about their own changes. With this said, if you are the default user set to run the automation and your personal settings are…

Hi @Megan Unzelman, Welcome to the Atlassian Community! There was a bounce on the email address, that's why the notification was not delivered: 550: 550 #5.1.0 Address rejected. I removed it and it should work now. Kind regards, Angélica

Hello @Marcos Gabilondo, Thank you for reaching out to the Atlassian Community! Since your domain is correctly verified, but the notifications are rejected by DMARC, I’m afraid to say that the issue you are facing is related to the suggestion below: JSD Notification were not sent out due to failed DMARC/Marked as SPAM. Add…

Thank you for the details, @Christopher Villaran. I see that the email is being redirected to that page and it shows an error that points to Azure AD B2C and it seems to be a configuration problem on their side: I found this documentation that might help, but I would like to share that when setting up SAML with Azure, the…

Hello @Mark Wheeler, Thank you for reaching out to the Atlassian Community! When it comes to customer accounts and portal access, it’s not possible to enforce 2FA for them. Their accounts are local, so there are no SSO, password policy, or any other authentication policies. There is a feature request suggesting this…

Hi Julian, The workaround would be to use the Children Display Macro, but it would require moving all the pages to be under a parent, so the macro would show all the pages that would be similar to the Page Tree macro. Another thing that I tested here and it works, it’s to enable anonymous access. Go to Space settings >…

Thank you for the details, @Julian Reichle. The page three not loading on the portal is a known bug: Page Tree macro won't load for portal only users in the customer portal KB viewer page + dialog Please, click on “This affects my team” and also watch it to receive notifications of when the bug is fixed.

Hello @Jenny Dumler, Welcome to the Atlassian Community! On Jira Service Management tickets there are no options to forward a ticket, but if someone is added as a request participant, they can access the ticket via the customer portal and see all the comments and attachments, but of course, if a comment is added, the…

Hello @Puspacinantya, Welcome to the Atlassian Community! When letting the portal open for customers to create tickets without logging in, the “Email confirmation to” field will be the same as the Reporter field. On a ticket, it’s possible to select only one reporter. With this said, it will not be possible to add more…

Hello @[deleted], Welcome to the Atlassian Community! When it comes to details about customers and organizations, currently, it’s not possible to add further information about them. On the customers’ page, it will be possible to view their full name and email address and a direct link to open/closed requests. There are…

Hello @Kirby Bryant, The bounce was removed. 550: 550 5.1.1 Requested action not taken: mailbox unavailable Kind regards, Angélica

Hello @Julian Reichle, Welcome to the Atlassian Community! When linking a Confluence space to a Service project, some macros added to the pages may not load on the customer portal. There are some macros that will contain information that can only be viewed for licensed users, so it will not load or it will show an error if…

Hello @Lamont Chambers, Welcome to the Atlassian Community! When using a Service Management project, it's possible to add a custom email to receive requests, but not Google groups. The email used on a service project must be specifically for that and no one should have access to its inbox (only an administrator) to make…

Hello @Ivan Streun, Thank you for reaching out to the Atlassian Community! On Jira Service Management, currently, there is no option to view outgoing email logs, just incoming. There is a feature request suggesting the implementation of this ability: Provide an outgoing email logs Please, click on vote and also watch to…

Hello @Adam Ennebt, Welcome to the Atlassian Community! When it comes to external links, it currently is not exported using CSV. There is a feature request suggesting the implementation of this ability: Export as CSV/JSON does not include external links Please, click on vote and also watch the feature above to receive…

Hello @Christopher Villaran, Welcome to the Atlassian Community! When it comes to using SAML, currently, it’s not supported to use it on the customer portal. SSO will only work for users with an Atlassian account, so in case you need customers to log in using SSO, they must have an Atlassian account (internal user without…

Hi @Deshane Devenish, Thanks for reaching out to Community! I saw that Daniel already helped you on another thread regarding this issue. If there is anything else we can do to help, please let us know. Kind regards, Angélica

Hi @Luis Garcia, Welcome to the Atlassian Community! I saw that you created a ticket with our support and they already removed the bounces from your domain. The notifications should work now. In case it still affects some users, please, share with them the email addresses and a ticket where they should receive…

Hello @rodrigo_marques, Thank you for reaching out to the Atlassian Community! Checking both of the domains from the users’ accounts on our tools, it returned the following bounce error: 550: 550 5.4.1 ...@... Recipient address rejected: Access denied [CY1NAM02FT023.eop-nam02.prod.protection.outlook.com] 550: 550 5.4.1…