Angélica Luz Atlassian Team

Hi Paul, Thank you for reaching out to Atlassian Community! The email jira@domain.atlassian.net is the address that we call “Project email”, that is the “From” for customer notifications. When a customer creates a ticket and then an agent adds a comment, they will receive an email showing on “From” the agent’s full name,…

Hello Fabian, Welcome to Atlassian Community! Following the steps you provided, I tested here on my local site on a next-gen and classic Kanban project, but it works fine for me. To further investigate this issue, can you please let us know when did this issue start? Are you the only user facing this issue? Have you tested…

Hello Chris, Thank you for reaching out to Atlassian Community! Although the new Markdown editor is a good improvement for the new issue view in Jira, it currently gets fixed, so it’s necessary to scroll up and down when the description is too long. We have a feature request suggesting the implementation of this ability: *…

Thank you for the information, Trevor. I’ve been watching the tickets and the internal bug, but there are now new updates and none of them confirmed if the issue happened only when using outlook. To better investigate this issue, I’ll create a ticket with our support, because the next step would be checking the mail header…

Thank you for the details, Roelf. Checking for more details on your account, I was able to see that you have two emails associated with the site and both of your accounts are a site-admin. What may be happening is that your site is already linked to another organization using another account, that’s why the error…

Hello Benjamin, Thank you for reaching out to Atlassian Community! When a customer is added to a project, they will be able to see all request types associated with the project, it’s not possible to restrict that. So, all request types available on Project settings > Request types will be visible for them in the customer…

Hello Juli, Thank you for reaching out to Atlassian Community! When we use a request type to receive requests by email, only the summary and description can be required, all other fields must be optional. To fix this issue, please, go to Project settings > Request types > Edit fields (for the request type that has the…

Hello Kian, Welcome to Atlassian Community! The login page in the customer portal for Cloud is simple where customers need only to add their email and password and also the customer portal, in general, is simple for customers just create tickets, search their tickets and articles. With that said, the portal doesn’t have…

Hello YvesS, Thank you for reaching out to Atlassian Community! When you test Jira Cloud, you can change the same settings and use the same features as it was a paid one, so it won’t prevent you to use your Jira with anonymous access. As per the details you provided, you are trying to change the Global settings, which…

Hello GioPw, Welcome to Atlassian Community! Next-gen projects are independent of other next-gen and also from classic projects, so fields and other configuration can’t be shared when it comes to next-gen. Currently, there is no option to clone or duplicate a next-gen project. Previously we had an option to create a…

Hello Jenni, Thanks for reaching out to Atlassian Community! Just for us to better understand and help you with this issue, we need more tests, because the error messages that show in the UI doesn’t point to may be causing this. * First, I would like to confirm if you trying to update your profile directly in Jira (Profile…

Hello annietan, Welcome to Atlassian Community! The customer satisfaction survey is a great option to get feedback from customers, but currently, this survey doesn’t have many options for customization. It’s possible to change only the question “How was our service for this request?” (Project settings > Customer…

Hello Edith, Thank you for reaching out to Atlassian Community! The option to remove requests participants was not removed, it works for both classic and next-gen Service Desk projects. Just for us to better understand and help you with this issue, can you please let us know what happens when you try to remove the…

Next-gen projects are exclusive for Cloud and currently, we don’t know when or if it will be extended to Server. You can vote and watch the feature below to receive updates: * Release next-gen projects in Jira Server

Thank you for the details and screenshot. Searching for this error, it points to a bug that happens when integrating GSuite with a site that already is part of an organization. This error happens because it tries to create another organization, which is not possible because the site is already linked to an org. * When…

Hello Fahad, Thank you for reaching out to Community! When we are testing an add-on and we won’t use it after the trial, we can stop the trial and uninstall it. Please, go to Jira settings > Apps > Manage apps and click on “Stop trial”. After that, you can uninstall the app. Hope this helps! If you have any other question…

Hello Mokie, Welcome to Atlassian Community! Pages on Software projects are great to share documentation with users. The permission for them to see the pages are a Confluence license and also the permissions to view on the Space and Pages. Can you please give us more details about the issue you are facing? Does the admin…

Hello Rashid, 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 want a customer or a user to edit the page. Currently, only licensed users can edit a page or anonymous users that will allow anyone to view or edit. We tested here some…

Hi Isam, Welcome to Atlassian Community! Asset management is a feature that we are working for a long time. With the current features on Service Desk, it's possible to customize request types and workflows, but generate QR code is something that currently it's not possible. We have a feature request suggesting the…

Hi Erik, Welcome to Atlassian Community! The knowledge base for Service Desk was added in order to help customers to find the resolution for their issues without creating a ticket and also for them to be able to access articles suggested by agents. Currently, the option to show articles while creating a ticket is available…

Hi there, Thank you for reaching out to Atlassian Community! The new project templates featuring HR, Facilities and Legal were released only for Jira Service Desk next-gen projects for Cloud. * Atlassian extends Jira Service Desk to HR, legal, and facilities teams In order to check the projects and workflows, feel free to…

Hi Jeremiah, Thank you for reaching out to Atlassian Community! When we migrate a user to Atlassian account, all the history should be migrated as well. Can you please confirm if their customer account shows as inactive on Administration > Jira Service Desk? When this user login as a user, are they able to see tickets…

Hi Angie, Thanks for reaching out to Atlassian Community! I tested on my local environment and the Issue Created notification is always generated with the "From” showing the agent who created the notification and not the project's name. Based on your question, I created a feature request suggesting to change that: *…

Hi there, Thank you for reaching out to Atlassian Community! Next-gen projects are independent, so request types, custom fields, and other configurations will be exclusive from the project. So, in this case, you need to manually create the request types and the fields for your new project. Regards, Angélica

Hello Jeffrey, Welcome to Atlassian Community! When using Service Desk, it's possible to create an automation to alert users, so they will be mentioned in the ticket and a notification will be sent. For example: Hope this helps! Regards, Angélica

Hello Bernhard, Thank you for reaching out to Atlassian Community! When a request type is associated with a workflow that doesn't have the option to reopen the ticket, the comment will be added and nothing will happen, because there are no transitions. Also, as the customer has permission to comment on the ticket since…

Hello Adam, Thank you for reaching out to Atlassian Community! Since March 2018, Jira Service Desk Cloud only supports Confluence when it's under the same domain, that's why if you link a Confluence server, it will not be possible to use it as a knowledge base for Service Desk. Please, check the documentation below for…

Hello David, Thank you for reaching out to Atlassian Community! Child issues are a great option to organize our work and testing on my local environment I was able to confirm that this option is not available for next-gen on Service Desk. This option is available for Classic Service Desk and Classic/Next-gen Jira Software…

Hello Erik, Welcome to Atlassian Community! Checking the domains of other users on the site where you are a user, I was able to bulk search for blocks on the domain and I found a block on your email (I believe that's your address according to your last name). 550: 550 #5.1.0 Address rejected. Please, try to send the email…

Hello Logan, Welcome to Atlassian Community! In order to use the Widget, customers need to have the ability to create their own accounts and also to send requests without logging in. To change this setting, please, go to Jira settings > Products > Configurations: After that, you can go to the Widget page again to save it.…