Angélica Luz Atlassian Team

Hello Aleksander, Welcome to Community! Thank you for the details. I tested here using the same steps and here are the results: Template: The result after creating a ticket: Note that, it’s necessary to add a space between text and variables, otherwise the template won’t be saved. I see that you edited the template, but…

Hello Alvin, Thank you for reaching out to Atlassian Community! The category was a feature released a while ago and when we create a category on a service desk project, it automatically creates that link for the customer to click and select the group and then the request type, it’s not possible to customize the URL that…

Hello Anneke, Thank you for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, we need more details about the project. Can you please let us know if it’s a next-gen or classic project? If it’s a classic, are you using the new issue view or the old view? Was this issue…

Hello Sergiu, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if this issue happens when you go to Jira settings > Projects and click on the name of the project. I’m asking because, on Jira Cloud, there are two options to access the project settings. When a…

When we create a new request type, the only field added is the Summary, so what may be happening in this case, is that the Description and Attachments were not added. Please, go to the Request type to add the fields and test again.

Hello Rashid, Thank you for reaching out to Atlassian Community! Searching using the details you provided, I’m afraid to say that the only way to integrate an Outlook calendar is by using an add-on. Here are some add-ons that I found that may help you: * Calendar Sync for Jira * Company Calendar for Jira You can find more…

Hello Mujtaba, Welcome to Atlassian Community! I see that since March this year, Xray supports next-gen projects, so the issue types should work. * March 28, 2019 - Minor Update - v1.1.27-1.007.000 Just to better understand the issue, since the error message is very vague, can you please open the developer tools on your…

Approvals will be visible in the customer portal and customers will know that it’s pending. I see that you created a ticket about it and they created a feature request suggesting the option to hide this information from the portal: * Ability to hide approver field and name in the customer portal

That’s correct, Peter! When using “Raise a request”, it will open the customer portal and as an agent, it’s possible to create a ticket on the customer’s behalf. Using this option, the ticket will be created with the request type already filled. Using the new option will automatically fill the request type and customers…

Thank you for the screenshot. Marco is using the customer portal indeed, that’s why he can’t see the option to comment internally. Here is the comment box of the customer portal: Here is the same ticket when viewing as an agent: So, Marco needs to go to the ticket in the agent view (internally) in order to post an internal…

Hi Dekker, You can find the workaround on the description of the feature request below: - Configuring agent notifications It's necessary to create a simple automation to mention agents, so it will generate a notification. Note that, if you are the default user that runs the automation, you won't receive the notification if…

Hello there, Thank you for reaching out to Atlassian Community! When we create an automation to send an email, currently the only fields available are the ones on “Insert variable”: If you need to add a different field, I’m afraid it will be necessary to use some add-on like Automation for Jira or Email this issue. We have…

Hello Abhinav, Welcome to Atlassian Community! The Roadmap is a great feature for next-gen projects and is always being improved, but Milestones is not an option yet. We have a feature request suggesting the implementation of this ability: * Milestones for Roadmaps Please, click on vote and watch to receive updates about…

Hello Gil, Thank you for reaching out to Atlassian Community! In order to create a workflow for Feature Request, you can use our workflow as an example. You can go to jira.atlassian.com and check the workflow of the features for JSDCLOUD. In regards to approval, this is currently only available for JSD classic projects. We…

Hello Javier, Thank you for reaching out to Atlassian Community! Since 2017 when the Atlassian account was introduced, users can use the same account for different Atlassian products. What is happening to this user is that she has an Atlassian account because she is also an internal user, so when she tries to log in to the…

Hello Steven, Thank you for reaching out to Community! On Jira Service Desk, we can change the email address for customer notifications, but this option won’t change the sender full name. With that said, even changing the email, when an agent post a comment or when the ticket is transitioned, customers will receive a…

Olá Cleber, Obrigada por entrar em contato com o Community! Pelo que entendi da sua pergunta, quando um ticket é fechado, você gostaria que fosse aberto um documento no Confluence, mas gostaria de confirmar se seria um documento específico ou se seria para criar uma nova página. Eu testei aqui, e para ambos os casos não…

Hello Yevhenii, Thank you for all your help with the tests. We were able to test and replicate the same behavior here and the issue is related to the first assumption that is the Browse users and groups permission. We removed all groups from the permission and when we type the first letter, it shows the same error: Also,…

Hello Dineshkumar, Thanks for reaching out to Community! Introduction text is a great option to add a summary of the project for the customers, but currently, it’s not possible to customize the font size. I tested here using some options I found on Google, such as {{big|Text here}} and <font size=”50”> </font>, but it…

Hello Joshua, Thank you for reaching out to Atlassian Community and also thank you for reporting this issue to us. I tested on my local site and when adding a flag with a comment, it will be visible in the customer portal and customers also receive a notification. Based on that, I created a bug for our dev team to check…

Hello Karna, 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…

Thank you for the information, Elizabeth. I tested here using a user with only a Jira Software license and added in the role Developers. For the tickets on an SD project, only the internal comment was available. Then, I added this user as a Participant and shared with an Organization where the user was part of and the only…

Hello Peter, Thank you for reaching out to Atlassian Community! When an agent creates a ticket using the + button in Jira, the request type gets empty, that's why when we add a customer as the reporter, they won't receive notifications, because what triggers customer notification in Service Desk, is the request type. It…

Hello Marc-Andres, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to this same question, so in this case, it's better to contact the support because in community we can't share any private information, so let's focus on the ticket and if you have any technical…

Hello Kimi, Thank you for reaching out to Atlassian Community! When we use a drop-down custom field, the values added for the list can only be updated directly in the custom field, the automation won't work for this case. Automation only works when updating the value of a field in the ticket, it won't update the value…

Hello Asaf, Thank you for reaching out to Atlassian Community! When a request is created via the portal or email, the reporter will always receive a notification when public comments are added. If the reporter is not receiving the notification, the most common causes are: * The request type is empty (shows as "No match").…

Hello Yogesh, Welcome to Atlassian Community! On Jira Cloud, there are many error messages for fields when a user creates a ticket or when a customer creates on using the customer portal. These messages are automatically set by the system and currently, there is no option to customize. The only option available is when we…

Hello Dekker, Thank you for reaching out to Atlassian Community! When using a Classic project, there is an option to configure the Notifications, where it's possible to set a group, role, single user among other options. For that, it's necessary to go to Project settings > Notifications. For more details, you can check the…

Hello Mark, Thank you for reaching out to Community! The option to show "Days in Column" is currently only available for Classic projects, since the Board settings were not released for next-gen yet. We have a feature request suggesting the implementation of this ability: * Add "Board settings" to next-gen projects Please,…

Hello Damian, Welcome to Atlassian Community! I tested on my local environment and the add-on Automation for Jira or the built-in Automation in Service Desk don't have an option to rename files, also, it's not possible to rename a file manually, so we need more details about the issue in order to check what is causing…