Angélica Luz Atlassian Team

Hello Taras, Thank you for reaching out to Atlassian Community! Checking our logs, we were able to find that our emails are being rejected by your server, that's the notifications are not received. 2020-02-21 15:49:59.169 delay nd@wxxxxx.sxxxxxxxx 450 4.1.7 ...@... Sender address rejected: unverified address: host…

Hello Janene, Thank you for reaching out to Atlassian Community! Testing the emojis feature, I was able to confirm that it only works for Confluence and not Jira. This feature was rolled out when Stride was integrated with Jira and since Stride was discontinued, this feature didn't receive new updates. There is a feature…

Hello Jared, Thank you for reaching out to Atlassian Community! Testing the mobile app, I saw that the Release version is available only in Desktop mode, so currently, we can only add issues to a version and create new versions, but it's not possible to release one. There is a feature request suggesting the implementation…

Hi Jim, Thank you for the details. I just checked that you created a ticket with our support and they are already helping you. The support engineer will access your site and check the ticket you mentioned in order to have more clarity of what is preventing the notifications to work correctly. With that said, to avoid any…

Hello Inga, Welcome to Atlassian Community! Next-gen projects are simpler than Classic ones and for small teams. With that said, some features were not implemented in next-gen and one of them is the ability to associate or edit a workflow. The workflow in next-gen is the Board, that's the place where we can create, remove…

Hello John, Thank you for reaching out to Atlassian Community! It's possible to create new customers when creating a ticket. For that, the project must be open to anyone and allow customers to create their own accounts. With both of the options enable, the HR team will add the customer's email address on the "Raise this…

Hi @ramani_chandran, you can test Atlassian access for 30 days, after that, it will be billed. Currently, Atlassian access doesn't have a free plan like Jira, Confluence, Trello, Bitbucket and others. So, you can integrate your free site with AD and if you like, after 30 days you can either buy or unsubscribe Atlassian…

Hi @Wouter Bruinings, What happens when they try to access the ticket? Is it showing that they don't have permission? Also, check if the tickets don't have further restrictions using Issue Security. If the Issue Security is set, other users will not be able to see the ticket unless they are added to the security level. -…

Hello Nagesh, 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 users are trying to log in directly to xxxxx.atlassian.net or xxxxx.atlassian.net/servicedesk/customer/portals. I'm asking because I saw that your site has Jira Service Desk and if a…

Hello Torsten, Welcome to Atlassian Community! When using the New issue view, as you mentioned, it's possible to only add the summary to a sub-task, it won't open the "Issue create" screen to add additional information. Creating a ticket using the + button will open the Old View where this option is available, but directly…

Hi Akshat, Thank you for reaching out to 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…

Hello Evan, Thank you for reaching out to Atlassian Community! A while ago it was possible to mention ourselves and receive a notification, even with the option "Notifications of your changes" disabled. It was considered as a bug since when we disable this type of notification, we shouldn't receive any notification from…

Hello Ibrahem, Thank you for reaching out to Atlassian Community! Since 2017 when the Atlassian account was introduced, administrators can no longer change the usernames and Atlassian is also GDPR compliance since May 2018. With that said, usernames are not visible on Cloud sites anymore, only full names are visible. Also,…

Hello Joe, Welcome to Atlassian Community! To allow a customer to view and comment on a Jira Software ticket, it will require a license, otherwise, it will be necessary to open the project to the public (anonymous access) and everyone on the internet will be able to find the tickets. * Allowing anonymous access to your…

Hello Pablo, Thank you for reaching out to Community! I know it has been a while since you posted the question here and I saw that your last login on your Cloud site was 6 days ago. I would like to know if you are still facing issues to login. You mentioned Space, so I believe you are trying to log in on Confluence, is…

Hello Kiran, Thank you for reaching out to Atlassian Community! When using the roadmap, currently we can only see the date range for epics. The option to expand and show the child issues were released recently and it's not possible to show their date range in the roadmap. There is a feature request suggesting the…

Hello Jim, Thank you for reaching out to Community! Checking the details you provided, I'm not sure if I understood correctly, so I would like to clarify if specific notifications are not received or if specific users/customers do not receive notifications. If it's related to users not receiving notifications, I did a bulk…

Hi Vijay, Welcome to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you with this request, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on…

Hello Ozan, Welcome to Atlassian Community! For a ticket to be visible in the customer portal, it's import that the request type is filled, so the first thing I would like you to check is if the request type is not empty. If the request type is filled, can you please let us know if removing the approvers the ticket shows…

Hello Angel, Thank you for reaching out to Atlassian Community! When using a next-gen project, currently the option to filter by assignee is not available. On the board, we can use the option Group By assignee that will show the unassigned tickets on the bottom of the page (last row). There is a feature request suggesting…

Hi @Harry Bob, Yes, to manage customers it's necessary to add them manually in the project on Customers' page. Regards, Angélica

Thank you for the details @mrwiggles I was able to replicate the issue while moving a ticket. Based on that, I created a bug: * Default value is not respected when moving a ticket Please, click on "This affects my team" and also watch the bug to receive updates. Regarding the Roadmap, creating a new ticket shows the…

Thanks, Joshua. If the page is part of a space linked to the Service Desk and the page is open to the customers, it should appear. The labels on the page work for Confluence, but in the Customer Portal, it considers only the title of the page. Have you checked the permissions of the page? When a space is added to a…

Hello Jules, Welcome to Atlassian Community! I know it has been a while since you created the question here, but I would like to know if Selim is still facing issues to login. The link you posted is related to the customer portal, but Selim is an internal user, so they must log in directly on xxxxxx.atlassian.net. If they…

Hello Phakamani, Welcome to Atlassian Community! When using Atlassian Access, now it's possible to create more than one organization. It was released approximately a month ago and you can access and create organizations by going to https://admin.atlassian.com/atlassian-access. With that said: 1st Question: Can we create…

Hello Luthien, Welcome to Atlassian Community! Testing using the details you provided, I was able to replicate the same behavior. Currently, there is no configuration to disable this pop-up message, so when updating a ticket, it will show, even if we are the only one updating a ticket on the board. Based on your feedback,…

Hello Michelle, Welcome to Atlassian Community! For a customer to create a ticket in Jira Service Desk Cloud, the fields that are hidden must have a valid value, otherwise, the error of the screenshot you sent will appear. To fix this, it's necessary to edit the custom field value directly from the request type. Please, go…

Hello Ramani, Thank you for reaching out to Atlassian Community! Atlassian access doesn't require any specific license, so you can use it on Free, Standard or Premium plan. If you have any other questions regarding this matter, please let us know. Regards, Angélica

Thank you for sharing, Neal. I'm glad that it's working. After an SLA is deleted and created again, it may take a while to sync and shown on tickets. The issue that happened might be related to migration from Server to Cloud. During a migration, even not showing an error, many features may not work as expected. The option…

Hello Harry, Thanks for reaching out to Community! Customers in a Jira site are based on a different base than Internal users, so they can't be added to groups unless they are migrated to the Atlassian account. The article that you mentioned is related to Organizations that are the only way to group customers (without…