Angélica Luz Atlassian Team

Hi Yoann, Welcome to Atlassian Community! We are glad to help you with these questions, thank you for all the details. For the answers to be more clear, I'll add your question and the answer below it. Also, just to let you know that during my answers I will mention Classic Projects which are the more complete projects for…

Hello Salvador, Thanks for reaching out to Community! It's possible to change the name of the issue type for the classic and next-gen projects. For classic projects, as it will be applied to all classic projects, it's necessary to go to Jira settings > Issues > Issue types. On this page, you can click on Edit in order to…

Hi @Jean-Marc Rivière Thank you for reaching out to Community! The issue that you are facing is different from the original question because it's related to the customer portal and not the agent view. It may be related to a new bug, you can find the details and the workaround on the link below: - Attachments fail to load…

Hello Joe, Welcome to Atlassian Community! Thank you for the details. I see that you are a site-admin and the administrator of the org, but even when we have the admin permissions, we also need to be part of the default groups that give access to the projects. In this case, please go to Administration and on your profile,…

We tested here and it shows the X if we scroll up: Is it happening with all customers? What is the iOS version you are using? Also, let us know which browser you are using and if possible test using another one just to make sure if it's something related to the browser.

Hi Bhav, Thank you for reaching out to Atlassian Community! I saw that you created a ticket with our support related to the same question and they are already helping you, so let's focus on the ticket. The issue that you are facing is actually a bug, so I'm sharing the link here in case other community members face the…

Hello ainfante, Welcome to Atlassian Community! On Jira Service Desk Cloud we have the feature to add and customize the portal language for a better experience of the customer. Currently, the option to translate the login page and also the page when non-logged in users create tickets is not available on the Language…

Hi Nilesh, Thank you for reaching out to Community! The change will only take effect when you post the comment with the mention. It's expected that when you select the user it shows the accountID, but once you post the comment it will show correctly. Regards, Angélica

Yes, that's correct, but if the built-in automation has the option you need, you can disable the add-ons' automation to use the other one. Related to the ETA, as the features are not in our Jira, we can't access internal notes or check who is the assignee, so we don't know when and if the feature will be implemented.

You are very welcome Dimitris! Currently, there are no plans to add service desk functionalities to the mobile app. We have a feature request suggesting the implementation of this ability: * Use JIRA Service Desk on a mobile device (mobile site, native app) Please, click on vote and watch to receive updates about the…

Hi Adrien, Thank you for the details. If you are not using an SLA or custom fields with the start and end date, I'm afraid it will not be possible to do that in Jira or using an add-on. In this case, I believe that the best option is to use other software to send reminders to customers and use automation or custom fields…

Hello Luke, Welcome to Atlassian Community! We understand that customizing the outgoing email in Jira Service Desk is a great option for customers to receive a more customized email instead of the atlassian.net one. Currently, this option is only available for Classic projects, since next-gen doesn't have the Notifications…

Hello Travis, Thank you for reaching out to Atlassian Community! Reading the details you provided and also testing on my local site, I was able to confirm that this option is available only for Jira Software and Business projects, where the option "Issue layout" is available. Currently, for Jira Service Desk, this feature…

Hi Maria, Thank you for reaching out to Atlassian Community! Sometimes, when we add a new user or customer and the email is new, it may take a while to receive the notification, it may have a block or the emails are redirected to another folder in the email. I checked here searching for the domain you mentioned and there…

Hello Nilesh, Thank you for reaching out to Atlassian Community! The new portal customer was released recently with many changes that would benefit the customer, one of them is the markdown editor similar that what we see for agents in service desk with more options to format the text. We understand that the comment box at…

Hello Lynn, Thank you for reaching out to Atlassian Community! The reminders for tickets pending approvals it's a great option for agents. Although we don't have a native solution to automatically send these reminders, there are some workarounds that may help you. The first option is a filter subscription where it's…

Hi Safak, Thank you for reaching out to Atlassian Community! On Jira Service Desk Server, since version 3.3 was released, customers can change their language in the customer portal: Customers can change their language preference in the portal by selecting Profile under their profile avatar, and then choosing to Edit their…

Thank you for the screenshots and details. I can see that you are using Jira Server and on that post, the steps were for Jira Cloud. We tested here and for Server, the option to validate the date is not available. You can use some plugins to add more validators, but I'm not sure if it will show the same native options we…

Thank you for the details and information Lucas. I searched here about this issue and found that it may be related to a bug where when we set a default assignee it changes back to Automatic. * Changing the Assignee on an Automation rule or request type will display the assignee as "Automatic" even though there is a…

Hi Adam, Thank you for the screenshot. I'm still unable to replicate the issue on my site. Is this user using some extension on the browser? Can they test using incognito mode or disabling the extensions on Chrome? Also, is it happening with a specific issue type and attachment? Regards, Angélica

I'm glad that I could help! I just posted an answer on the other thread and we will do our best to help you here in community.

Hi Gonzalo, Thank you for the details. I found a documentation that may help you. This documentation was published in 2016 but the fix may also apply to the new version. * Menus Missing from JIRA Administration Panel Resolution Go directly to the URL that enables the Admin Menu Sections plugin:…

Hi @Janine Daniels and @Steve Maccharoli, Just to give you an update, I found a feature request suggesting the ability to customize colors and icons for custom fields: * Ability to have colors & icons for Custom Fields Please, click to vote and watch to receive updates. Regards, Angélica

Hi Rahul, Welcome to Atlassian Community! Custom fields in Jira are very limited for customization, so currently there is no option to add icons or change colors. We have a feature request suggesting the implementation of this ability: * Ability to have colors & icons for Custom Fields Please, click on vote and also watch…

Thank you for the details. The Automation for Jira does not have the option to copy the comments. I found two feature requests on their Jira related to this: * Copy/Clone comments to another issue * Allow Copy attachments in Cloud If the automation runs when the ticket is created and you just need to clone the issue to…

If the user has the same email on Jira and on the Identity provider, it will be synced, so this account will show on both. It's important that the user exists on the Identity provider because it's the users in the IDP that will be created in Jira and not the opposite.

Hello Romina, Thanks for reaching out to Community! The new portal customer was released recently with many changes that would benefit the customer, one of them is the markdown editor similar that what we see for agents in service desk with more options to format the text. We understand that the comment box at the bottom…

Hello Gonzalo, Thanks for reaching out to Atlassian Community! I was able to check the information about your license and both Jira Software and Jira Service Desk are Starter license and not Commercial, that’s why the option to contact support does not appear. The best option, in this case, is to contact our customer…

Hello Sekhar, Thank you for reaching out to Community! We understand that dynamic fields are a great option when there is a form with many fields and also to help the customers to fill the form in the customer portal, but for now, this option is not available in Jira. We have a feature request suggesting the implementation…

Hello Ronald, Thank you for reaching out to Community! By default, next-gen projects can be created by anyone, since it’s independent of any classic projects configuration and won’t affect other projects. With that said, administrators can remove this permission and users won’t be able to create new next-gen projects and…