Angélica Luz Atlassian Team

Hello @이상미, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, I would like to know the steps you are following to go to this page. After logging in, are you able to see the left sidebar? If you go to another page, like…

Hello Ben, Welcome to Atlassian Community! When creating a ticket, currently the only way to let fields filled is by adding default values. Templates were never an option natively in Jira, so there is a feature request opened since 2005 suggesting the implementation of this ability: * Template issue For now, the workaround…

Hello Remy, Thank you for reaching out to Atlassian Community! The new feature to create tickets using the request type was added in order to prevent issues where customers don't receive notifications when an agent creates a ticket on their behalf, for example. Previously it was necessary to create an automation to set the…

Hello Ramachandra, Welcome to Atlassian Community! Searching using the details you provided, I wasn't able to find a solution for that, but I would like to share some links related to injecting external JS files using Angular: * Angular: Load External JavaScript File Dynamically * How to load external scripts dynamically…

Hello Ralf, Welcome to Atlassian Community! I understand it has been a while since you posted the question and maybe it was already resolved, but I want to share what may be affecting your site. When users are automatically added it can be related to GSuite where a group it's synced from G Suite to Atlassian Cloud and…

Hello there, Welcome to Atlassian Community! When you use Trello with an Atlassian account, you may not see the option to change the language directly in Trello, but on your Atlassian account profile. Using Trello with an Atlassian account? Your language setting is synced from Atlassian, so you won't see the 'Change…

Hello Rien, Welcome to Atlassian Community! If notifications are marked as spam it will depend on their configuration most of the time, there's not much we can do on our side to prevent this. I found some cases related to SPF records, but they were using a custom email address as the outgoing email, can you please let us…

Hello Marie, Welcome to Atlassian Community! When using a next-gen project, currently it's not possible to hide a status from the portal. On classic ones, there is an option to change the statuses name and as the original name is not visible to the customer, the notification is not triggered. The best option is what you…

Hello Faraz, Thank you for reaching out to Atlassian Community! Searching using the details you provided and testing on my local site, I was able to confirm that the "Details" option was removed. Previously, it was separated by Details, Description, Attachments, Activity, but only the Details option was removed and with…

Hi @Hessischer Badminton Verband e.V., Welcome to Community! I see that you are the site admin of a Cloud Free site, that's why you were redirected to community. For this specific case, it's necessary a ticket for our support team to add you as the Org admin, so I created one on your behalf. You will receive a notification…

Hello Cynthia, Welcome to Atlassian Community! If you are using a Classic Service Desk project, it's possible to add a group or single user to receive notifications when the ticket is created. Please, go to Project settings > Notifications > Actions > Edit notifications > Click on Add for the Issue created. On the next…

Hi @Emmanuel Rasetto Thank you for reaching out to Community! I did a bulk search for your domain and 10 email addresses were affected by the error below: 550: 550 ... / Usuario desconocido / Usuario desconhecido Please, take your time to test and let us know if it works. Regards, Angélica

Thank you for the details, Vladimir. Checking similar cases, I was able to see that when this issue happens it means that the user was deactivated on another Organization. The developer you are trying to add was a user on another site and someone else verified the domain and deactivated the account. Please, ask the user to…

Hello Nathan, Thank you for reaching out to Atlassian Community! The documentation that you mentioned is related to a Classic scrum project, that's why you can't find the same option in next-gen following those steps. Testing here I was able to confirm that this option is currently only available to a classic project.…

Hello Joseph, Thank you for reaching out to Community! The purpose of the tutorial is to add a list of specific approvers, so when the customer searches for the approver, it will show a shortlist and not all the customers and users that have an account on the instance. As per the details you provided, no approvers were…

Hello Nicholas, Thank you for reaching out to Community! Reading the details you provided, I'm afraid to say that none of these options are available natively in Jira Service Desk. It's possible to edit the email templates for customer notifications, but these emails will only be sent depending on the change on a ticket.…

Hello Shyam, Welcome to Atlassian Community! When we use the Roadmap, Epics will show the date range and currently, the child issues don't show this information on the roadmap when we expand the Epics. Also, the Epic won't adjust automatically if a child issue has an end date after the Epic's end date. There are feature…

Hello Katherine, Thank you for reaching out to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if the agent is trying to share the ticket with an internal user or with a customer. If it's an internal user, they must have a license to Service Desk or other Jira product and have…

Hi Chris, Welcome to 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 in two different platforms, let's focus on the ticket instead. Once the ticket is closed,…

Hello Allison, Thank you for reaching out to Atlassian Community! The best way for agents to update each other related to a ticket is by adding internal comments and mentioning the agents that must see the update. When an internal comment is added only Watchers and the Assignee receives a notification. Internal comments…

Hello William, Welcome to Atlassian Community! When we use SSO on a Cloud site, it will affect internal users with Atlassian account and the way they log in on xxxxx.atlassian.net. Customers usually don't have an Atlassian account and they log in using a different login page…

Hello Joan, Thank you for reaching out to Community! Just to make sure we are on the same page, I would like to know if the notifications are related to internal users or customers. I'm asking because I see that your site has Jira Service Desk, so I would like to understand if you would like to change the outgoing email…

Hello Matt, Welcome to Atlassian Community! The "From" email address goes with the name of the customer portal and not the project. By default, when we create the project, the portal receives the same name, but we can change it to have an internal name and a public name. If it's a classic project, you can fix this by going…

Hello David, Thank you for reaching out to Atlassian Community! The Roadmap was previously just to show Epics and now we have the ability to expand this Epics to see tasks, bugs, and other issue types, but currently, sub-tasks are not included. There is a feature request suggesting the implementation of this ability: *…

Hi @Magic Mike, Thank you for reaching out! I ran the same API POST call and it returned 200 as well. @Tim Mierzwa, can you please test the widget again? Also, I saw that a ticket was created with our support about this issue, so if what I did doesn't resolve the issue, the support engineer will escalate the issue for the…

Hello @Paulo Nogueira, Thank you for reaching out to Atlassian Community! When using SAML, it will only change how they log in to your site. They will go to xxxxx.atlassian.net and after entering the email, they will be redirected to the SSO page to login. Also, another difference is that admins will be able to manage…

You are welcome Shpendi! I'm happy to help. Have a great weekend you too!

Hello David, Thank you for reaching out to Atlassian Community! When using Tables on issues in Jira, currently, it's not possible to change the background color of cells or columns. There was a feature request that was closed a while ago as "Won't do", so I created a new one based on your question: * Ability to change the…

Hello Allyson, Thank you for reaching out to Community! When using a next-gen project, all custom fields, issue types, roadmaps, statuses, versions will be specific for the project, since next-gen is independent of classic and other next-gen projects. With that said, currently, it's not possible to make a copy from a…

Hello Bart, Thank you for reaching out to 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 in two different platforms, let's focus on the ticket instead. Once the…