Angélica Luz Atlassian Team

Hi Emily, Welcome to Atlassian Community! I tried to replicate the issue on my test site, but it worked to create a ticket on a next-gen project through Confluence. Just for us to better understand and help you with this issue, can you please let us know if the option shows for you to create the ticket? What happens after…

Hello Bernhard, Thanks for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same issue and they found that the emails were rejected and they removed this block. If you have any other question, please let us know. Regards, Angélica

Hello Marius, Welcome to Atlassian Community! With the recent changes in Jira, users are being redirected to Projects or Your work instead of Dashboards. I’m not sure if this option will be available on your instance, but please, go to Your Work menu (left sidebar) and click on … to check if the option to set Dashboard as…

This applies only to Classic projects because on next-gen, the Email request is hidden from the project by default. In this case, it will show the option to click on the project, so you can add a message for them to send requests via email only. You can change this message on Project settings > Channels > Customer portal >…

Thank you for the screenshot. I see that this field is a custom field where we can select more than one person, but it’s not the system field Assignee. Currently, on Jira, it’s not possible to add more than one assignee, that’s why the filter in the backlog and board doesn’t work, because a custom field is being used and…

I searched for add-ons but I’m afraid there is no workaround for that. If the customer creates tickets though email, the only workaround is to copy the full name of their signature (if they add). We have a feature request suggesting the implementation of this ability: * Creating user via email sets the full name to be…

Hello Trevor, Welcome to Atlassian Community! I tried to replicate this issue on my test site, but it didn't add any stars when replying to the notification, so I'll ask some questions for us to better understand and to try to find what is causing this issue. * Is this issue happening in all cases when customers reply to…

Hello Busisiwe, Welcome to Atlassian Community! It's possible to change the project email, which is the one notifications are sent to customers when using a Classic Service Desk Project and for that, it's necessary to verify a domain. You can follow the steps of the documentation below: * Set up an Atlassian organization *…

Hi there, Thank you for reaching out to Atlassian Community! When adding an internal e public comment on Service Desk Server, it will only show the labels, different from Service Desk Cloud, where on the new issue view the background for internal comments it's yellow and for public ones it's white. Currently, there is no…

Hi Lukas, Thanks for reaching out to Atlassian Community! It's possible to transfer products from an Organization that doesn't have a verified domain to another one. Let's call Org A and Org B, following the order of the screenshots you added. Please, go to admin.atlassian.com and open the Org A. On the left sidebar, click…

Hi Roelf, Welcome to Atlassian Community! I searched for bugs or related issues but didn't find anything specific for this error when adding a site to Atlassian access. Just for us to better understand, can you please open the developer tools on your browser while following these steps to add a site to check if it shows…

Hello Michael, Thanks for reaching out to Atlassian Community! For a customer portal to be open to anyone, there are two settings that need to be changed. One is the option you mentioned, to allow customers to create their own accounts and create requests without logging in and the other one is on the Project settings >…

Hello Andrew, Thank you for reaching out to Atlassian Community! When we add customers to a project, they will have access to see the project in the portal, but as in your case, there is only one request type on this project for them to create the request via email, the option you can use is to hide this request type from…

Hi Benjamin, Thank you for reaching out to Atlassian Community! When it comes to GSuite, currently, we can only use one GSuite account for one Cloud site, it's not possible to link multiple GSuite accounts to only one site. The opposite it's possible, so you can use the same account to link on multiple Cloud sites. If you…

Hello Cooper, Thank you for reaching out to Atlassian Community! It's possible to automatically copy a comment from a ticket to another, but currently, we can do this only using an add-on since this option is not available on the built-in automation in Jira Service Desk. The add-on that has this option is Automation for…

Hello Alessandro, Welcome to Atlassian Community! I see that you are using a Cloud Free instance and usually who creates the issue is the administrator and also everyone else is added as an administrator. Are you able to access the project settings and see all the options of the projects? As a test, can you create a brand…

You are welcome, Thomas. Some customers use different emails using one mail client and sometimes use the wrong email to reply. The only way to prevent that is indeed open the portal to anyone or if you know what is the other email address they use, you can add this email as a participant before sending this last email, so…

Hi Kaj, I've searched here and there are no news about the feature. The only thing I found out is that this feature might be related to an old feature request: * Allow support for project schemes or templates Please, feel free to add a comment on the feature for our dev team to check. The last update was in 2016, so let's…

Hi Neesha, Welcome to Atlassian Community! In order to export your work in Jira, I believe that the best option would be filtering the tickets that you are reporter and assignee. Also, if you are the owner and admin of the instance, you can generate a backup on Jira settings > System > Backup manager, but in this case, you…

Hello Jason, Thanks for reaching out to Atlassian Community! Customers notifications it’s possible to customize but some of the options are still very limited, one of them is the subject where currently we can add only the issue key, summary and portal name. We have two feature requests suggesting the implementation of…

Hi Andy, Thanks for reaching out to Atlassian Community! When we add a request type we also need to add a valid issue type. If the issue type is not associated with the project, it will fail to delete the request type. So please, go to Project settings > Issue types > Actions > Edit issue types and add the issue type…

Hello Kyle, Thanks for reaching out to Atlassian Community! I tested here without using accessibility software on Chrome and Firefox and the Requests button is selected. Actually, it’s pretty difficult to realize that it’s selected, but after the Help Center menu, the next one to be selected is the Requests button and when…

Hi Paul, Thanks for reaching out to Community! Searching using the details you provided, I was able to find a bug and a feature request that may be related to the issue you are facing. * Improve HTML parse for emails received from Outlook * Better support for reply emails from Outlook by mailhandlers Just for us to make…

Hello John, Thank you for reaching out to Atlassian Community! The field Organization is usually added by default to Service Desk requests. This field will show on the right side next to the Request participant field: If the field is not showing, then you need to go to Project Settings > Request types to check if the field…

Hello Jan, Welcome to Atlassian Community! When a user shows up as Virtual on Trello, it means that they didn’t finish the sign-up process. Once they do, it will show Admin or Normal. You can find more details on the documentation below: * What's a Virtual User? If you have any other question, please let us know. Regards,…

Thanks for sharing, Christopher. I edited the Emailed request on my test site and added the same fields, but it worked when creating a ticket as a customer or admin, so I’m not sure what was causing the field to be hidden after the ticket was created. I’m glad that it’s working now. If this issue happens again, please let…

Thank you for the details, Flo. When a customer doesn’t have an account, while they don’t make the first login to set their full name and password, it will appear only their email, but site-admins can change their full name. Please, ask for a site-admin to go to Administration > Jira Service Desk. On this page, they can…

Hello Dana, Thanks for reaching out to Atlassian Community! The satisfaction survey is a good option to get customers’ feedback, but currently, we can only change the Question for the survey. There are some feature requests suggesting the implementation of more options for customization: * As an admin I want to be able to…

Thank you for the information, Gemma. As it’s working when using incognito, maybe some of the extensions are blocking. If possible, ask her to disable the extensions one by one and test which one will allow her to add the attachments. Also, check the developer tools in the browser to check more details about the error.

Hi Lynn, I apologize for the misunderstanding, the steps are indeed for agents because for them to receive that notification it will depend on their permission and also it also works only for those who have a license, because it’s a system notification. I tested here something that can help, but it won’t keep sending…