Angélica Luz Atlassian Team

Thank you for the information, Johannes. I believe that it’s the same as “Signup not currently available”. This error means that the customer doesn’t have an account on the site and the option for them to create their own accounts is disabled. To fix that, it’s necessary to change two settings: 1 - Go to project settings >…

Hello Madelyn, Welcome to Atlassian Community! Reports in Jira Service Desk are great to track the agents’ work and what is happening on the project, but currently, it doesn’t have many options for customization. With that said, it’s not possible to change the type of graphic that shows this information. We don’t have any…

Hello Jonh, Thank you for reaching out to Atlassian Community! The outgoing email for Jira Service Desk works differently from the outgoing for other Jira projects because the configuration is directly in the project. The page that you mentioned that has only the option to enable and disable in for Jira in general, so for…

Hello Harish, Welcome to Atlassian Community! Reports are a great option to track the team’s work on a project and currently, we can see this information only on the reports’ menu, it’s not possible to export this information to Excel or any other format. We have a feature request suggesting the implementation of this…

Hello Matthias, Thank you for reaching out to Atlassian Community! When a customer receives a notification, in order for them to add a comment on the ticket, they can reply to the email, it’s not possible to disable that. If we disable notifications, it will affect all customers and currently, if a customer has permission,…

Hello Siri, Thank you for reaching out to Atlassian Community! Reading the details you provided, I was able to create an automation that sends an email when the value of a field change. For this automation, it’s necessary to use an add-on called Automation for Jira (there is a free version that allows 300 transitions every…

Hello Rachael, 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 you are trying to edit the privacy of the board filter. Does it happen when you click on “Edit filter shares” on the board settings? Would it be possible to send us a screenshot of…

Hello Dineshkumar, Thank you for reaching out to Atlassian Community! The Introduction text is a great place to add a brief summary and information for customers, so currently, the limit is 2048 characters. We have a feature request suggesting the implementation to increase the limit of characters: * Allow more characters…

Thank you for testing, Yevhenii. I’ve searched for the error and found out that this issue is related to a bug: * Assign issue drop down in JIRA throws "The JIRA server was contacted but has returned an error response. We are unsure of the result of this operation" Please, click on “This affects my team” and also watch to…

Thank you for the screenshots, Erik. When we use Then do this to transition an issue, we need to select the transition and not the status. In this case, you need to select Reopen and not Todo because Reopen is the transition. Please, give it a try and let us know how it goes.

I'm glad that it's working! About the notifications, do you receive notifications for each ticket that it's created? If so, you can remove this on Project settings > Notifications. On this page, you can see who receives notification for issue created. By default, it's All watchers, Current assignee, and Reporter.

Thank you for the screenshot @Evan Wolf. This page is from the project and not the administration, that's why the option doesn't appear. To migrate a customer, it's necessary to go to > Administration > Jira Service Desk.

There is an App that I'm using for years called TV Time. I watch a lot of series and this app helps me to check all of them and also shows the date that it will be released new episodes, so I always know what episode I'm watching and also counts how many months of my life I spent watching series and soap operas.

Thank you for the details. I would like to confirm if you received the email below because it shows as it was sent: Have you tried going through the email or directly to the link xxxxxx.atlassian.net? If possible, try to access using another machine or your cellphone and also incognito window.

Thank you for the information, Patrick. In order to better investigate and escalate this issue, I created a ticket with our support, so if you allow, they can access your instance to see more details to try to replicate the issue. You will receive an email and soon someone will contact you.

Olá Lucas, Obrigada por entrar em contato com o Atlassian Community! Pelo detalhes que você informou, o problema está relacionado ao Jira Service Desk, seria isso? Se for com o Service Desk, podemos ver a razão pela qual os tickets não são criados pelos logs. Por favor, vá em Configurações do Jira > Produtos > Solicitações…

Hi Simon, Thank you for reaching out to Atlassian Community! Just for a better understanding of the issue, can you give us more details about what account you need to delete? If you want to delete your Atlassian account, you can go to id.atlassian.com > Click on your profile picture > Manage your account > Account…

Hello Sara, Welcome to Atlassian Community! The issue view on Jira Cloud has changed and currently, it's not possible to add fields under the description. We have a feature request suggesting the implementation of this ability: * As an admin, I'd like to place custom fields between the description and the comment section…

Hello Yevhenii, Welcome to Atlassian Community! When we can't search for other users on a site, it's usually related to the Browse users and groups permission. Can you please let us know if you can find users when searching on fields like Assignee? If you use the advanced search, does it return the results? For example,…

Hi Erik, Thank you for reaching out to Atlassian Community and thank you for the screenshot. It seems that the workflow doesn't allow the transition to go back to To Do. To fix that, you need to check the workflow and edit it to allow the transition. When the comment is added it's on a specific status, right? So you need…

Hello Andrei, Welcome to Atlassian Community! Just to make sure that we are on the same page, I would like to confirm if the User is an internal user or customer. In both cases, it's necessary to check if they are active and only a site-admin can check that. I see that you are a user without admin access, so please, ask…

Hello Jeff, Welcome to Atlassian Community! To change the org admin and the org name it's necessary to be an org admin, and I see that you are one, so you can change the settings. In order, to do that, please go to admin.atlassian.com and click on the desired organization. On the next page, to change the organization name,…

Hello Dblake, Welcome to Atlassian Community! Searching on our tools here, I wasn't able to find any site where you are a user. I also searched using the domain of your email and found other people, but none of them were users on a site as well. With that said, I can't see what happened to your account and also who are the…

Hi @Evan Wolf Thank you for reaching out! I added a new screenshot on the article showing where the option to migrate the customer is. Regards, Angélica

Hello Ralph, Welcome to Atlassian Community! When using Jira Service Desk, we can use one email per project and this applies for a custom email address and also the email that is automatically created by Jira. Currently, it’s not possible to use the same email on more than one project and also to redirect requests to be…

Hi there, Welcome to Atlassian Community! When allowing customers to create their own accounts to raise tickets in the customer portal, currently it’s not possible to restrict by domain. If we set that they can create their own accounts, anyone that sends an email will have an account created and also it will create a…

Hello Roliver, Welcome to Atlassian Community! When verifying a domain, after adding the TXT record to the DNS host, it’s necessary to go back to the site and click on Verify domain. Please, confirm if you followed the steps 7 and 8. After doing those steps, does it show Unverified? For the domain to show as verified,…

Hello Rory, Welcome to Atlassian Community! The field “Select a system” is the same as Components, the difference is that for the customer portal we can add a different name for the fields, that's why it may be confusing. To confirm what is the real name if the field, you can click on the next to the display name. To edit…

Hello Dan, Welcome to Atlassian Community! The onboarding for new sites usually has the option if you already used Jira or if it’s the first time. If you select that you already used Jira, it shouldn’t create a project and you should be redirected to the main page. Can you try going directly to the dashboard, projects or…

Hello Sunny, Welcome to Atlassian Community! Sub-task it’s an issue type that works only internally and it’s not possible to associate it with a request type, so it won’t be visible to customer in the customer portal. With that said, even accessing the portal as an end-user, the sub-tasks won’t be visible, requiring the…