Angélica Luz Atlassian Team

Hello Jason, Thank you for reaching out to Community! When using the Jira app or accessing Jira on a browser from a mobile, it will work the same as on a computer. When the user adds the email address to log in, it will recognize that the account is associated with an Identity Provider, and redirect the user to login using…

Hello Michelle, Thank you for reaching out to Community! Since the new issue view was added to Cloud sites, the editor of description and comments were changed from Wiki Markup to Markdown. On this new editor, when pasting an issue link on a comment, it was adding only the issue key, without the status, that I believe that…

Maybe it was due to some configuration on the mail client because Jira will always add the address on FROM as the reporter and TO or CC will be added as participants. Would it be possible to share with us the header of one of the emails that created a ticket with the incorrect reporter? Just make sure to replace your…

Hi @ST Kambor-Wiesenberg I know it has been a while and I apologize for that, but since we saw your last comment, we started searching for help and escalated this issue to the dev team. The feature that I created was changed to a bug and they are working on it to make the background black again. Please, make sure to watch…

Thank you for the details, Yevhenii. We need two more information to investigate it further. While trying to search, please open the developer tools on your browser and check if it will show any other error. Also, let us know the date and time and your timezone, so once we receive your response, we can check our logs and…

Hello Diego, Welcome to Atlassian Community! I’ve searched for this error on our documentation and internal tickets, but there is nothing that could help us to identify the cause. I just would like to confirm if you are adding this email directly in Service Desk (Project settings > Channels > Email) or in Jira (Jira…

Hello Angie, Thank you for reaching out to Atlassian Community! On Jira, there are two options that change the email format to plain text, so the notifications will show the way you mentioned. To fix that, please go to Jira settings > System > Default user preferences and confirm if the “Default outgoing email format” is…

Thank you for the information, Diane. I tested on my local site and the link redirects correctly to the portal to finish the account creation. What browser are they using? Would it be possible to use another one or an incognito window? This test is to make sure that there is nothing blocking the link.

Thank you for the suggestion, Peter. I added this information to the description of the feature request.

Thank you for sharing! This option was implemented recently in Service Desk. Also, there is an option for Jira that works for Jira Core or Software on Jira Settings > System > Incoming Mail.

Hello Istvan, Welcome to Atlassian Community! When creating tickets on Jira, it's necessary to set a reporter, mainly when it's from Issue collector, via email or the customer portal in Service Desk. With that said, currently, it's necessary to set a default reporter to issue collector and then if you need, after the…

Hello Sneha, Thank you for reaching out to Atlassian Community! The field Attachments accepts many types of files in Jira Cloud and currently, it's not possible to restrict it to accept only one type or make it required to add one type of file and the other ones optional. We have a feature request suggesting the…

Hello Nitin, Welcome to Atlassian Community! This option that you mentioned was removed a while ago and now in order to use SSO, it's necessary to subscribe to Atlassian access. Currently, the only option that is still possible to configure without an Organization and Access is GSuite, but if you need to connect an…

Hello Helen, Thank you for reaching out to Atlassian Community! On the Android app it's possible to search issues by the reporter or other fields by going to Issues > Search and then selecting reporter to search for the user: Please, give it a try and let us know how it goes. Regards, Angélica

Hello William, Welcome to Atlassian Community! Jira Service Desk has switch recently to the new issue view, and the issue security doesn't show as a field like the other options but shows as a lock on the top right of the ticket. I'm not sure if you are using the new or old issue view. If you are using the old one, it…

Hello Alexandar, Welcome to Atlassian Community! When using Service Desk we have the option to use the address automatically created by Jira or add a custom email address and this is specific for each project. When we try to use the same address for another one, it will show an error. With that said, currently, it's not…

Hello Nathan, Thank you for reaching out to Atlassian Community! When we migrate a customer to Atlassian account, all tickets associated with them will be also migrated to this new account. What happens is basically that the account is duplicated and then the portal account gets deactivated, so the customer can log in…

Hello Kody, Thank you for reaching out to Atlassian Community! As per the details you provided, it looks like you are using Jira's general mail handler to receive requests for a Service Desk project, which is not recommended, that's why it's showing that the issue can't be created due to invalid license, since who create…

Hello Sherryl, Thank you for reaching out to Atlassian Community! Checking the documentation and the permissions in Jira, currently, there is no configuration that prevents agents to create new customers. We have some feature requests suggesting the implementation of this ability: * Option to set permission for Agent to…

You are welcome, Amanda! I created the feature request: * Ability to set the default option as "Custom" or "All" when users create tickets Please, click on vote and watch to receive updates.

Currently, we don't have any suggestions for that, so we can't tell if it will be fixed, mainly because it's not a bug, but expected to open Confluence to create pages. Please, feel free to raise a feature request on jira.atlassian.com (project JSWCLOUD) adding more details about why this feature is important for your…

Hello Corina, Welcome to Atlassian Community! On Jira Cloud, it's possible to link a Confluence page to an issue by clicking on "Link page": Please make sure to link a page that it's not a Home Page because it will show an error due to a bug: * Linking a Confluence Home Page in an Issue produces an Error Related to create…

Hello Diane, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, I would like to confirm where they are trying to create the account. There is an option for internal users and also for customers when using Jira Service Desk and they can create an account to login to the portal.…

Hello John, Thank you for reaching out to Atlassian Community! The customer portal is a great option to receive requests, but currently, Jira doesn't have the option to use dynamic fields. All fields added to the form will be shown for the customer and it won't be hidden or shown depending on other choices. We have a…

Hello Krzysztof, Thank you for reaching out to Atlassian Community! The Releases and Versions on next-gen projects add only the field Fix Versions on tickets. You can see Affects Versions while bulking editing issues because the screen shows all fields from Classic projects, even if you are bulk editing tickets from…

Hello ssoutherland, Welcome to Atlassian Community! I saw that you created a ticket with our customer advocates and they shared with you the names of the site-admins of the site. In this case, creating a ticket is the best option, because the community is public, so even if we can check the information, we can't share here…

Hello Peter, Thank you for reaching out to Atlassian Community! When we use both of the products, users are redirected to the landing page we select on Administration and currently, it's not possible to define the landing page by users or groups. You mentioned that you don't want to change the landing page to Jira or…

Hello Justin, Welcome to Atlassian Community! The customer portal is a great option to share information with customers, but the field Version is something used internally and can be edited only by agents, that's why it can't be shown on the form for customers. We have a feature suggesting the implementation to show this…

Hello shilpaphilip, Welcome to Atlassian Community! Just for us to better understand and help you with this issue, can you please share with us what is the message that appears on the logs for this email? If we go to Jira settings > Products > Email requests > Click on "View log" > Processing log, we can see the reason why…

Hello Mark, Welcome to Atlassian Community! On Jira Service Desk, as you mentioned, we can let projects open to any user and customer and projects closed/restricted, so only people added by agents and admins will have access. With that said, when we create new users and customers or sync users from an Identity Provider,…