Angélica Luz Atlassian Team

Hello @aysegulgungor, Welcome to Atlassian Community! Checking the error you provided, it's necessary to select an Epic link to create the issue. Maybe the Epic link is set as required directly in the workflow. Can you please check the workflow to see if there is any validator for the "Create" transition? Please, give it a…

Hello Kiran, Thank you for reaching out to Atlassian Community! Atlassian Access doesn't require any special license. It can be used on a Free, Standard or Premium plan. You can trail Access for 30 days, so you can verify a domain and use SAML to test and check if it fits your environment. * Atlassian Access If you have…

Hello Hayato, Welcome to Atlassian Community! On Atlassian Cloud products, when managing users and groups, currently there is no option to bulk update. In order to add users to a group, it's possible to select many users and that's the only option for now. There is a feature request suggesting the option to Bulk update: *…

Hello Marios, Thank you for reaching out to Atlassian Community! When opening a project, by default Service Desk will load Queues and Software will load Boards. Currently, it's not possible to configure the default page. Sometimes it will load the last viewed, but it may not always work, that's why some projects open on…

Hello Anna, Welcome to Atlassian Community! Searching using the details you provided, I was able to find that the issue you are facing is related to a bug: * Customer notification in French language pack has special characters Please, click on "This affects my team" and also watch to receive updates about the bug. As a…

Hello Chris, Thank you for reaching out to Atlassian Community! Issues are removed from the board after 14 days without any update. The last column is the one that adds a resolution to a ticket, so that's the column the ticket must be. I tested here and when the ticket has sub-tasks, the Parent ticket won't be updated if…

Hello Harry, Thank you for reaching out to Atlassian Community! When a customer that doesn't have an account sends an email to a closed Service Desk project, it will show in the logs that the person doesn't have access and the ticket is not created. If you are using the standard email to receive requests (the one created…

Hello Jaime, Welcome to Atlassian Community! In order to create a ticket with our support to fix this issue, the site administrator must go to support.atlassian.com and create the ticket with all the details. By default, the support team adds the main billing contact as the Org administrator and then, they can add other…

Hello Yevhen, Thank you for reaching out to Community! Checking the feature request, currently, there are no new updates about adding groups as approvers in Service Desk. Also, there are no add-ons specific to this. Although it's not possible to add a group, you can add a specific list of approvers by following the steps…

Hello Danil, Welcome to Atlassian Community! Reading the details you provided, I believe you are using a next-gen project since you mentioned that there is no Permission option in Project settings. The documentation is specific for Classic projects, where we can access the Permission scheme and add the Browse projects to…

Hello Tonio, Welcome to Atlassian Community! This issue happens when the widget is not installed or it’s installed but there is a problem with the version. I used an API (POST) in order to try to fix the issue and it returned 200, so now we need you to test again to check if the page will load. If the same issue occurs,…

Hello Michele, Thank you for reaching out to Atlassian Community! When we move a service desk ticket from one project to another, the Request types stay empty and it will prevent the ticket to show correctly in the project. An issue without the Request type also won't generate customer notifications. I saw that you created…

Hi @Corey King In order to create a ticket, the site-admin must create and share the ticket with you by adding your account as a request participant. Searching your email, I didn't find any site where you are a user, so I can't tell who are the site admins. Regards, Angélica

Hi @Ariel Golan Thank you for reaching out to Community! I checked that the issue was considered as a bug and not a feature request as I mentioned in the response from 2018. - opsbar-sequence property does not work in new issue view Currently, there are no new update or ETA of when the bug will be fixed. Please, click on…

Hi Randal, Thank you for reaching out to Atlassian Community! If the agent name is not appearing it's necessary to confirm if they were added to the project. Please, try to search for another person to confirm if it works. Regards, Angélica

Hi @Timo Fitzner, The most common case is when the issue type is not associated with the project. Did you follow the steps below: First, you need to go to Project settings > Request types and check the issue types that are associated with the request types. You can take note of all issue types or you can click on each one…

Hi Kamal, Have you checked if it shows any information on the logs? If you let it run for only one project, does it work? Regards, Angélica

Hi @Andy - PTC Redundant I saw that they posted an update 4 days ago. I was OOO, that's why I didn't reply before, and in the meanwhile, they updated the ticket informing that they will start to work on it soon. Regards, Angélica

Hello Stefanie, Welcome to Atlassian Community! Checking the site where you are a site administrator, I couldn't find any Organization. If you are an Org Admin, when going to Administration you should see this option: If you go to admin.atlassian.com and nothing shows, it means that you are not an Org admin, so you will…

Hello Helen, Thank you for reaching out to Community! I've checked new cases related to this issue and it's also related to browsers and also there are no new bugs related to the Apps' page. Are you the only admin facing this issue? As you already tested in different browsers and added yourself to groups, if it's not too…

Thank you for testing, Neal. Is it showing the same error message if you create a brand new SLA?

Hi Izabella, When a ticket is created through email or the portal and the approver is added, they should receive a notification. Have you tested adding the approver at the moment the ticket is created? Is the field visible in the portal? Regards, Angélica

Hi Andy, If you send a direct link of the ticket or of the project, are the user able to see the ticket? Is this issue happening only after the user logs in? Regards, Angélica

Hi @Simon Stevenson and @David Wuth I received a response from the PM and he just said that there are no updates at the moment. For now, we will have to wait for them to see the feedback on features and on the article in community. I created a new feature request specific for Affects Versions: - Affects Version/s in…

Hi Ryan, The participant should also receive the "Issue created" email. In my case, it was From Email1 to projectemail@atlassian.net and Email2. The Email2 will be added as a participant and receive the original email, the request participant notification and the issue created notification. Note that, as the screenshot…

Hello @Коробков Кирилл, Welcome to Atlassian Community! Thank you for testing using another browser. Since it's happening only on chrome it would be important to test using incognito mode or even disabling all extensions to make sure nothing is blocking the login. Please, also clear the browser cache to test. Regards,…

Hi @Simon Stevenson I sent a message to the Product Manager again, because there was no update since my previous response, so now I'll wait again for his response. Please, also add a comment on the article and the feature and watch to receive future updates. Regards, Angélica

Hello David, Thank you for reaching out to Atlassian Community! When using Jira Service Desk, depending on how the ticket is created, the sender will be different. If the customer creates the ticket using the customer portal or through email, they will receive the first notification with the sender as the Portal name. If…

Hello Izabella, Thank you for reaching out to Atlassian Community! When a customer or user is added as an approver, they will receive a notification informing that the ticket is waiting for approval. Just to make sure that we are on the same page, can you please let us know if they are not receiving the email? Also, please…

Thank you for the information, Joshua. The search is related to the general search in the customer portal. Please, check if it shows something different from the articles that appear when creating a ticket.